ComplaintsforKitchen Tune-Up

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction - July 2021 Amount - $9500+Kitchen Tune-up as the primary contractor agreed to remove kitchen countertop, cabinet doors, paint cabinet boxes; install new cabinet doors with upgraded hinges; and install backsplash. Problem #1:After botched painting of the cabinet boxes on October *****, 2021, the boxes were repainted by a professional. KTU informed me that I had to take delivery of my cabinet doors because they could be stored while the boxes were repainted. Doors delivered 2 days later than agreed upon & unbeknownst to me until 01/10/22 when the doors were installed, THE DOORS WERE NOT PREPPED FOR INSTALLATION. The installer tells the trainee the holes for the hinges and k**** are bored out at the facility - "done in no time." When I shared this conversation with the owner's wife & that I believed this process WASN'T done because I refused to accept the subcontractor's botched paint job, and that the painter moved my dining room chair (without permission) with chemicals on her hand. Problem #2 The installation was not completed on January 10th, the installer returned on SATURDAY, January 15th and the installation was still incomplete; he damaged the 2 doors due in part to the door hinge holes not being PRE-DRILLED, and in my opinion, carelessness. To add insult to injury he was RUDE & INSOLENT as HE TOLD ME HE WAS TIRED, HUNGRY AND LEAVING! 2 doors damaged AND THE INSTALLATION WAS NOT COMPLETED! 01/17/22, a COMPETENT installer completes the job & NEEDED adjustments. KTU ******************* wife apologizes & states REPLACEMENT doors will ship March 7. March 2 I email the scheduler & REQUEST a Saturday installation date, which she claims will only take 15 minutes. Without the slightest concern for the botched paint job, the damaged doors & excessive delays CAUSED BY KTU , she RUSHED to tell me that ktu doesn't work on Saturdays. Today, she REFUSED to have the installer meet at 4:45 p.m. when I get home from work. Invoice- PAID IN FULL!

  

  Business response

  03/20/2022

  We try to make every remodel experience as convenient as we can but that does take some cooperation from the client. Prior to Oct 19th, the client had already cancelled twice on our crews the very morning they were to do work on her home.
  Oct 19 painting issue-We addressed her complain immediately. There were some minor issues but the job certainly wasnt botched. Scheduled our crew first thing in the morning to correct the issues WHICH SHE AGEED TO.  At 7am the next morning, she once again called and cancelled saying she was going to have "professionals" paint the cabinets.
  The long delay- Was caused entirely by the client by electing to have her cabinets repainted. She didnt notify us until Dec 6th that her cabinets were repainted but needed 30 days to cure. She was then scheduled for Jan 10 install.
  Employee incident Occurred Jan 15th. We were unaware of it until she complained in an unrelated March 2nd email. We immediately apologized for anything that *** have happened, promised to address it, and asked for more information. We got no response. Our employees recollection of the event was quite different and hence, the reason he never brought it up to us. Our staff understands under no circumstances do we condone being rude or disrespectful to our clients. PERIOD!If clients act that way, they are referred to me directly. This client has been directed to only deal with me.
  Doors prepped for installation Due to the nature of her design and installation, we could NOT have the doors predrilled. Weve explained this (in great detail) to the client more than once.
  2 replacement doors 2 doors were misdrilled. Saying it is carelessness is an uninformed assumption. We have been trying to schedule the completion during our working hours but the client has been insistent that we do it after 5 or on Saturday. Since filing her complaint, we have agreed on a date/time.

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