Complaint This company began work about 3/11/14 for a complete redo of kitchen, to date they still have not completed. Their estimated time was 3 weeks to completion. There have been multiple errors including switch of hearth design, to one that is inferior in quality and to date still not completed. Wrong color cabinets were ordered and we were to blame for their mistake. One cabinet door put in wrong direction, their remedy was to turn it upside down leaving us with a cabinet that has hole in it where the **** use to be. Pantry and walls has half of the molding completed, which they are charging me extra because they said they never included molding, even though they had installed one top piece of molding board on top that extends over the pantry leaving room for molding to be placed on side. Numerous no shows or calls. Each time they return they do not have the right material and leave. We made two changes through out the process one that had to do with plumbing and that was prior to plumbing being completed and only required an adapter to include a pot filler, also the handles we initially choose at their studio under their direction were to big for the cabinet so were replaced. No other changes. To date they have not returned or called.
Desired Settlement completion of kitchen and hearth and molding. replacement of defected hearth and cabinet door.
Business Response This response was provided verbally to BBB:
We did contract with this customer in March and the estimate says 3 weeks from the date the cabinets are delivered. These are custom ordered cabinets fit to her design. The cabinets were not delivered until around 3 weeks after the contract was signed. We started the installation and there was some misunderstanding about the color of doors. Part of the kitchen is black and part of it is gray. The pantry wall we thought was supposed to be gray and she said she wanted it to be black. We took the pantry door off and sent it back to the factory to be redone. This did cause a delay. When we went to install the pantry door she said she wanted trim on it. We had to order pieces to do that. Then there was an arch over the stove, she didn't like the way it looked so we ordered parts to fix that.
All of these changes did take time to reorder and now we are waiting on the parts from the manufacture and cannot control the amount of time that takes. The kitchen is completely functional and the parts that are missing are cosmetic issues. The customer owes a balance of $9,493.35 so we are just as anxious to finish the job as she is. We have not asked her anything about paying the balance until the job is done.
The parts were ordered on 6/26. The factory said they made the parts wrong and had to remake them.The factory is now telling me they will have the parts shipped within the next couple of days. We will then schedule with the customer to finish it up.
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