ComplaintsforKits Kitchen Bath and Floors Ltd.

• Initial Complaint

  16/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Weve hired this company to complete a 2 bath and kitchen renovation (starting Nov 1 2022) They stated it would be completed by Dec 1 2022, as that was the deadline for my lease with my landlord. I owe $9682. The entire renovation, they have lied, refuse to take accountability and responsibility, and have caused emotional distress to my family. Firstly, they had installed a used shower pan in my bathroom and denied it, causing water to pool away from the drain, which we got another plumber to assess the situation stating it should be ripped out as it is not up to code. The grout was not mixed properly and chunks are currently falling out of my showers. His trades did not lay protection down in the common area of the apartment, or my deck causing dust and debris to stain the carpets. His trades smoked on my balcony and put out their cigarettes causing burn holes. He installed the cabinets and counters before the drywall which caused damage to my cabinets. His trades caused a leak in my kitchen which pooled down to the lobby of the building causing leak stains. ****** had asked him to not paint over the stains as they had to investigate, which he did anyways without permission. He has ********** ** *** took advantage of my situation by forcing me to pay more money when renovations/repairs werent complete or hitting checkpoints and stated if i didnt he was going to make his trades leave my property. He would not show up for days and not complete work but expect me to pay him more. He refused to answer emails and texts when we voiced our concerns with the renovation and strata. ** ****** *** **** ******** ** *** ******** ***** *** **** **** *** ** *** ****** ** *** ****** *** **** ** ******** ** **** *** **** ** **********. He states his deficiencies have been fixed although they have not and is threatening to put a lean on my mothers condo if we do not pay him the remaining money. He does not deserve the remaining money. ****** does not even want him in the building

  

  Business response

  30/01/2023

  First we never received the deposit until 2 days before we started, you were two weeks late with payment. We can not schedule anyone or order anything without payment. You did ask us after one week working on your site if you can move in on the 1st of Dec. I mentioned we will try to accommodate you the best we can. There were never any dates mentioned by us or by you in regards to finishing the project. We had people working in your suite every day, when one trade was finished we had a day or two between the next trade. We collect 4 payments during the project and every time we got to that point you used it as a tool to make us work faster or you will fire us or not pay until more work was done. It was always a big struggle to collect the next payment on time. The home owner hired other trades and did work in the suite as well. We are not sure who burnt the deck but we had someone fix it anyway. The home owner is 100% responsible for the water damage to the lobby ceiling. We did not start any work in the kitchen when this happened, the customer did the demo to the whole suite and did not cap off any of the plumbing. The customer complained about a scratch on the glass shower door, we delivered a new glass. The customer, myself and her mom went over the glass shower door before installation and after it was installed. We were just finishing and we ask the customer to make a list, we completed the list and she did confirm it was complete. The next day the customer complained about a scratch on her new glass. There was a long black scratch on the glass about 30 inches. To finish we scheduled the glass company to come and replace the glass once again, on the same day we had scheduled our tiler to come and do a touch up of some grout she mentioned. Our glass company called the day before and confirmed their appointment for the next day at 9am. They arrived with the replacement glass with two workers, at which time the customer informed us that our time was up and we are not allowed to work there any more. We did confirm with the customer she scheduled the appointment the day before at 3pm. She also mentioned that the strata had an end date for the renovation. I called the strata management company and they said this was the tenant and the building site manager that made this up and the strata was not involved.

  Customer response

  30/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  First we never received the deposit until 2 days before we started, you were two weeks late with payment. We can not schedule anyone or order anything without payment. You did ask us after one week working on your site if you can move in on the 1st of Dec. I mentioned we will try to accommodate you the best we can. There were never any dates mentioned by us or by you in regards to finishing the project.
  

  - False. When we did a quote BEFORE we hired you, we were standing in the ensuite bathroom and asked if it was possible for this project to be completed by Dec 1st, as that was when my contract with my landlord expired. We decided to go with you because you stated yes, our trades would be done way before that which is the reason we chose to hire you, because if it was not possible to complete by that date, we would have continued with the other contractors quotes. We paid you on Oct 26th around **** hrs in your office and you waited until after Nov 1st for you to even just drop materials off after you stated guys lined up.
  
  
  We had people working in your suite every day, when one trade was finished we had a day or two between the next trade.
  
  
  - False. Either my parents or my spouse and I visited the suite almost everyday, multiple days you stated you or trades would be there and I was met with many days of disappointment and stress when no one showed up on multiple occasions. There were days where you stated you and trades would be there that day and I would arrive after work and nothing had been done as no one had showed up. I confronted your original plumber as to why he has not been showing up the days you have been stated and he said ******* never asked me to come any of these days. We only agreed on today, which is why I am here now (which was over a week of you telling me everyday he was going to show up but then you stated he was calling in sick) When confronting you about your lack of communication and no one showing up, you stated stop micromanaging me.
  
  
  We collect 4 payments during the project and every time we got to that point you used it as a tool to make us work faster or you will fire us or not pay until more work was done. It was always a big struggle to collect the next payment on time.
  
  
  - False. You threatened to not finish the project and took advantage of my situation that I needed to be out of my rental by Dec 1st if i did not pay you, even when the project did not hit the checkpoints of completion. On the phone I even stated the place was not close to being liveable (when you wanted payment for 75% completion and you stated I dont care. We hired you for one kitchen, two bathrooms, and floors. The floors were 1/3 done from the master bedroom, we had one working but incomplete bathroom, 1 completely gutted bathroom, a kitchen with no appliances. This was not 75% completed and you called the flooring guy mid installation and told him to leave until I paid you for 75%. We stated we were going to fire you, not to make you work faster, but for the lies, lack of professionalism, poor workmanship and quality of work. Please reiterate yourself with the conversation attached above.
  
  
  The home owner hired other trades and did work in the suite as well. We are not sure who burnt the deck but we had someone fix it anyway.
  
  
  - False. We hired one certified electrician from our family to complete the electrical you refused to do even though you quoted complete renovation. He does not smoke. I was on site when your cabinet guy was going outside onto our deck to smoke multiple times throughout the day, and would finish smoking out there and come back inside.
  
  
  The home owner is 100% responsible for the water damage to the lobby ceiling. We did not start any work in the kitchen when this happened, the customer did the demo to the whole suite and did not cap off any of the plumbing.
  
  
  - False. As stated in an email I had sent you on Jan 10 2023, the demolition in the kitchen was finished by October 18th. All of the piping was closed and all drains were plugged. There were no signs of leaking or pooling of water as the main water supply was shut off to the unit. Once your trades started, one of them had pulled out the plug to the kitchen sink drain pipe that was originally placed there (so no sewer gases would make its way into the suite), causing water to pool all over the kitchen floor. Also, the man installing the cabinets cut a hole in the drywall where the piping was.
  
  
  We were just finishing and we ask the customer to make a list, we completed the list and she did confirm it was complete.
  
  
  - Partially true. I did state that the tentative list i sent you was complete, until I realized there was a lot more deficiencies that had to be fixed once I had a closer look. The grout is falling out of the walls in chunks, the cabinets are not aligned and multiple do not close properly/. Flooring is still coming off the ground as it was not glued properly. ****** had asked you to clean up the carpet that you had not protected since there is dust and debris all over it. I had a verbal conversation with the strata manager who showed me all of the dust and debris still all over the carpets last week. You also painted the ceiling over the stain after they told you not to in emails we both have.
  
  
  Our glass company called the day before and confirmed their appointment for the next day at 9am. They arrived with the replacement glass with two workers, at which time the customer informed us that our time was up and we are not allowed to work there any more.
  
  
  - False, I texted you on Jan 3rd that the deficiencies had to be completed by Jan 11th. I spoke to the glass company in the morning at **** when they opened that they can not be on the property to install the door. No one was on the property yet, nor had made their way there.
  
  
  on the same day we had scheduled our tiler to come and do a touch up of some grout she mentioned.
  
  
  - False, I had asked you to bring a tiler in to fix the grout and you had only stated the glass company and a tradesman to look at the deck was scheduled. I also stated ALL of the grout and silicone needed to be redone as it is all dissipating when it touches water. The silicon is poorly done.
  
  
  Moreover, we informed you that the renovations needed to be completed by Jan 11th as we had been approved and started work on Oct 11th. We also received an email from building manager on Dec 22nd 2022 to stop the renovation. I had spoken to strata manager in person and she stated fixing deficiencies still count as the renovation, which should be paused until further notice. Since you have failed to cooperate with us or strata, they are not wanting you back into the building.

  

  Business response

  10/02/2023

  We have completed all work on your home without delay, we were on time and on budget. We have no choice but to take further action to collect payment.

  Customer response

  13/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As stated in my previous responses, we had a verbal agreement as to when the project was supposed to be finished by, which is why we hired you- due to the time sensitive situation I was in with my rental agreement. The renovation is NOT complete, as we are getting an inspection done by the *************** on your work, as well as a new quote to fix all of your numerous deficiencies by another contractor. I am tired of your lying and excuses that you have been caught in multiple times by me, my family, and your trades. Your responses have all been unsatisfactory, unprofessional, and just straight up lies. We are not paying you the remaining amount (which is already generous by not asking for more of a refund as this entire renovation has been a nightmare), as we are using the remaining amount to fix your deficiencies, as well as the damaged you have caused to strata property. Strata is also getting a quote on painting the common area ceiling, professional carpet cleaning from the lobby to the elevator and the elevator to our unit due to the lack of protection used by your trades, revinyling our entire deck due to the cigarette burn marks and tile shard scratches/tears caused lack of protection and thoughtlessness by your trades, which strata will charge back to you. My mother and I informed you in your office when we made our third payment that the result of damage due to the carelessness of you and your trades would upset strata as you have damaged their property, and that we would charge the damage back to you, in which you stated "okay". You tried to cover up damage when ****** had informed you by spray painting the ceiling, making a hostile relationship between us and strata. You have also broken many strata bylaws and regulations, so they are not wanting you back on the property. Going back and forth is mentally and emotionally exhausting and having to read your constant lies. We are not accepting any of your responses as you have not completed the renovation, trades have damaged common area to strata, and you are refusing to take accountability and responsibility. Even attaching photo proof you are still denying and lying. We are also prepared to take this situation further as we have already built a case against you with legal advice.

  *************************

  

  Business response

  07/03/2023

  All of your photos are old photos, non are current. You checked all our work when we were finished and confirmed completion. We were scheduled to complete the job, about 4 hours work when you cancelled everything and claimed time is up. Yes you owe $10,000 and will be taking action to collect.

  Customer response

  10/03/2023

  
  Complaint: ********
  
  I am rejecting and disagreeing with your response

  
  You can reread my last response as you just continue to repeat yourself with every reply. I have submitted photos to the BBB to indicate how poor your workmanship and skills were throughout the entire renovation. Most of the photos submitted are current and I have over 80 more photos taken with ************* stamps from the beginning of the renovation (and common areas) to all of the many deficiencies that still have not been fixed. The hold back money will be used to correct the deficiencies/unfinished work that you "claim" is finished, as per text messages and emails. Also I did not cancel anything, you were fired for not completing in the time frame as we had discussed, and not taking responsibility for your workmanship and damages by your trades to the common areas, and because of their irresponsibility and lack of concern for these areas they damaged, strata and myself did not want them back. You appear to have also added over $1000 in additional charges (that was not discussed with us) to your invoice and have also stolen materials (ie the flooring) on site we paid for that we expect to be refunded for. Also, instead of you taking responsibility for the deficiencies and the poor workmanship, you decided to take your family for a two week vacation as I was forced to move into my unfinished home and rushed to make a list of deficiencies and repairs for your shoddy workmanship. Since your last response, strata has also issued ************* altering common property, which will be charged back to you. You also emailed us Feb 7th (attached above) showing that you are admitting that there are still deficiencies, although you have been claiming this entire time the renovation is "complete". You have lied so much you do not remember which lies you've told. Let me remind you this is your YOUR company that you are representing and YOUR credibility. You keep threatening to take action yet you have not specified. We are continuing to compile a list of what needs to be repaired and are currently getting estimates (which also includes spray painting of the ceiling, shampooing of the carpets, and the fire rated drywall that my father had to purchase and redo in the entire kitchen because you brought used drywall that was unsatisfactory for use and did not state if it was fire rated or not).

  Customer response

  10/03/2023

  clarification has been provided 

• Initial Complaint

  22/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Work - main bathroom and powder room renovation. The initial invoice (May 11, #****) listed the work with a few items noted with charges articulated. Started in May, it was to take three weeks, It was completed July 30th. Over the project course, 2 things changes occurred, keeping our medicine cabinet; adding labour for tiling. The tile purchased for the main had enough leftover that the we decided that the powder room wall (vanity/ toilet on) should be done. The 3' x 6' foot tiles were glued over the previous tile. The project has been a difficult one - long delays, ordering errors (one vanity the wrong size (toilet could not fit), the main bath vanity higher (than the two torn out) at 36" being the issue *** * *** **** *****) but we were advised we had to live with it. When the business owner came for payment on July 28th he requested a sum of money. We requested a final invoice inclusive of debits and credits. He was resistant to do so and ******** to whom he was speaking **** ** *** ****** ** ********** ***. She advised 10% of the payment would be withheld till the deficiencies were corrected. He told her she could not. She asked he leave, send a final invoice with the debits and credits. On August 19th, the invoice was emailed, the initial one with the additions. ******** emailed requesting an explanation of charges as to why the cost of tiling the powder room was more more than the large 3 sided main shower. Later, the business owner called for payment, ******** was grocery shopping. She asked if he'd read the email and re-asked her question. ** ***** ******** ****** *** *** ***** **** *********** She told him she was not in a place to speak. She returned home, leaving an envelop with cheques at the door, emailing it be picked up. Payment was the easiest exit from nastiness but the question is a reasonable one, we'd like an explanation of charges

  

  Business response

  22/09/2022

  Sorry your experience wasn't the best, we do quality work and there were add on's and changes made to the project that did add more time. Our original estimate was based on 12x24 tile, changing to a 24x48 tile has an extra cost. I did explain to ******** that the extra cost was not the cost of the tile install for the shower but the extra cost to install larger tiles. The vanity cabinets chosen are ready to assemble cabinets that come in standard sizes. The vanity was not ordered in correctly but ordered knowing we needed to modify the cabinet to fit the space. The cabinet was installed for over a week while we were waiting for the quartz to be made, if you would have mentioned the height was an issue we could have reduced the height. This was also never mentioned until after the job was finished. The day we finished all the touch ups I was there to go over everything to make sure nothing was missed and you were happy. You were just leaving when I arrived, ******** did confirm everything was completed to she satisfaction. A week later is when I hand delivered to your mail box the final invoice. Four days later I called in regards to the final payment. ******** was at the grocery store and mentioned she will be home shortly to write a cheque and that she was going to hold back 10% for 30 days. This was not in the agreement the was signed. This practice is common in large projects but not in residential projects this size. The phone call I had with ******** lasted about 4 minutes and at no time was I upset for any reason. All charges on the bill were agreed on prier to starting and the add on's are detailed. Please send us an email explaining wait details on the invoice are needing clarification.

  Customer response

  28/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The response discusses the business owner's assertions regarding the quality of his work, processes and the need to have additional charges. That was not my complaint. I have disputed the lack of details listing the goods and services provided, there is no differentiation, nor does it reflect any credits.

  The credits should be that I asked for a medicine cabinet and was then advised by the business owner that it to do so was dated and we were getting something - a lighted mirror.  I did not accept that response. The business owner then advised the current cabinet was chipped.  After taking time to try and find an alternative, we asked that the existing one be put back). Secondly, it does not list the credit of the tiles for the powder room since we supplied the tile used. The invoice should show credits for those things and debits for additional work.

  ** * ***** ** ***** ******** * ********* ** ** ******* *** ** ** *** ***** ********** ** * **** ******* *** ******** ***** *** *** **** *** ********* *** ******** *** *** ******** ******* *** *** ********** ****** ******* ** ********* *** ******** ***** ******* *** ********** ***** ******** ** *** **** ***** ******** ******* ** *** ****** ** *** ** ****** ** ********** I asked that the business owner call me and provided my cell number to speak to him of my concern. He has failed to contact me.

  In closing, the provision of a detailed receipt listing goods and services is provided routinely by businesses and it is a part of their CRA expense records. Secondly, the request of a call to discuss a significant matter of risk and liability since in effect we are responsible for the monies paid the owner and that he did not pay his subtrade is not unreasonable.  For these reasons I do not accept the response.

  ***** *****

   

  Sincerely,

   

   

  
  ***** *****

  

  Business response

  05/10/2022

  In regards to the tile in the powder room, we did not charge you for the tile. The amount charge was for labour, tile prime grip, thin set and grout. It took more than two days work to install the tile in the powder room with extra charge for large format tiles.

  In regards to the mirror, the one we have and install is from coscto @ $99. The designer was $150 per hour and you get one hour free, we were charged to 2 hours 

  Garrison has been paid in full and we have a receipt to confirm this. Garrison had purchased tools and merchandise that needed to be returned.

  Customer response

  11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr S********* says that he purchased a mirror for additional cost for the powder room from ****** for $99. The invoice for the work, on page 2, lists within the original quote "New Custom Mirror" within the original pricing.  The answer provided does not address the additional charges nor provide any debits or credits - by Mr S*********'s response he says the powder room mirror was purchased from a discount retailer which necessitated additional fees however we already paid for a "custom mirror" within the initial $6900 shown on the invoice. It is therefore a double charge.

  Secondly, Mr S********* says that the designer was $150 per hour, and he was charged for 2 hours.  The invoice does not identify anywhere a designer in it and does not tie to the additional costs listed for powder room tile (1800$) or repainting the main bathroom which is 112 sq ft (700$).

  Lastly, I asked Mr S********* to call me regarding the matter of the risk of lien against my home and he has failed to do so. 

  For these reasons I reject the response as incomplete and inadequate. 

  There is no itemized breakdown of goods and services or items which he quoted on and did not supply like in the case of the main bathroom the mirror, and as noted in the case of the powder room.

   

  Sincerely,
  

  
  ***** *****

  

  Business response

  24/10/2022

  I have made a call to **** and left her a message to call me on my cell and her earliest convenience.

  Michael
  

  Customer response

  30/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  the issues continue to be two-fold

  - the debits and credits from change orders - outstanding. The last business communication identified the additional cost added as a custom mirror by the business as purchasing a mirror ****** by the business for 99$ while the original invoice includes the cost of a custom mirror - which arguably is not a big box store discount purchase but, in any event, would be included in the quote.

  - I have called and left a message at the number provided. I am unclear if it was received as there is no identifying message as to whom the call is being made.  

  *** ***** *** ******** ** *** ******* ** ** *********** ********* *** **** **** *** ******* *********** ********* ** **** ** * **** ***** ****** ** ** **** * ** **** ****** *** *** ******** *** ****** *** *** **** **** ** ** * ***** ***** *** ***** *** ******** *** **** ************ * ****** ******* ** **** ******

   

  Sincerely,
  

  
  ***** *****

  

  Business response

  01/11/2022

  Hi ****

  The custom mirror in question was for the down stairs bathroom, it has the chrome boarder and was made to the size you asked for.

  We have to messages from **** on our answering machine. Please call or text ************

  Customer response

  08/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue raised pertains to the recognition of change orders and the therefore additional debits or credits ensued.

  The answer says that the additional mirror charge pertains to the powder room. Page 2 of the invoice provided by the business lists included in the $6900 to do the room, the cost of a custom mirror.

  In the last response the business advised that the additional charges on page 3 includes $99 for a mirror from ******.  There is however no credit for the custom mirror included in the $6900.  Nor is there a credit for the mirror listed page 1 for the main bathroom ($16.990 charge) which was not installed.

  The owner asserts the basis of additional costs without having advised of us of the costs prior and that he did not intend to reconcile for work not performed.

  We have no difficulty paying for work done however it is clear that businesses selling goods and services need to list and itemize - its required by Revenue Canada for any business.  I continue to ask for an accounting and it continues to not be provided, and the information that is provided does not align with the details of the business's own records.

  The failure of the business to provide the requested details and reconciliation is therefore the reason that the response is not accepted. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/11/2022

  We received a text message from our trades that they sent you a text message stating they are fully paid

  We should have deleted the mirror cost $99 plus taxes and added the designer fee $150.00 plus GST

  Customer response

  16/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The business advises that they are deleting the cost of the mirror on page 3 since it was previously invoiced for on page 2.  That leaves outstanding however, the matter of the mirror not provided on page 1 for the main washroom which is not addressed in the details provided of debits and credits and nor for that matter is the additional cost the business now asserts for a service not listed as separate or additional, $150 for a designer.  Indeed, it is difficult to understand how the two-bathroom renovations could be achieved without the element of design in the scope of the work to renovate them since it involved them being gutted. 

  There is still no correction to the invoice provided by the business. 

  For those reasons I continue to be dissatisfied.  The provision of a bill of sale or invoice that details the product or service and the amounts inclusive or changes is reasonable, an established norm, and called for by legislation.

  
  Sincerely,
  
  ***** *****

  

  Business response

  16/11/2022

  At the time of designing your bathroom I suggested bringing in ******* to help with colours and that we will give you one free hour. ******* was with you for more than two hours and I was billed for two. I also was asked by your partner to go shopping for a mirror in witch after spending a few hours and sending a few photos to her she was not confident on purchasing through a photo. 

  Customer response

  02/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  the designer was in my home less than 40 minutes.
  we initially had one date which she cancelled because Mike did not drop off the samples she required to for cabinetry, tile,  and counters to enable her to match colour samples for paint.  We rescheduled and he dropped the materials prior for it. 
  
  Therefore, any additional charge was not a result of services delivered to me.  
  

  moreover, I point out I continue to ask for a breakdown of charges and that the owner has not, and in trying to substantiate his claims, has now made two claims of additional costs that are unsubstantiated.

  
  Sincerely,

  
  ***** *****

  

  Business response

  10/12/2022

  The bathroom reno for each bath room was a package pricing based on your choices. There is no break down other than the price to do the job. If you needed a detailed break down the time to ask was before we started not after we finished. I do have a bill from ******* for 2 hours, I was asked to go shopping for a mirror which I should have billed for. I will not be responding to any more enquires on this subject. We hope you enjoy your new bathrooms

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩