ComplaintsforKitchen Magic, Inc.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March, 2019 I paid Kitchen Magic $35,221 to renovate my kitchen. About two years later I noticed that two of the doors were peeling at the corners, Kitchen Magic replaced the doors free of charge. In February of this year the same two new doors were peeling. I contacted Kitchen Magic and was told that since it was longer than 1 year since replacement I would have to pay a $200 "labor" fee. The technician installed the doors-he was here less than an hour-and while here found another door peeling. That door was ordered and again a$200 "labor" fee for 1 door. This kitchen was done in 2019 and in 4 years 5 doors have failed. I am certain more of these doors will peel and I will be charged #200 each time. I shouldn't have to pay for Kitchen Magic's faulty product and I don't have any alternative.

  

  Business response

  04/04/2023

  Thank you for bringing your concerns to us and involving the BBB as well. 

  As we confirm that we have provided several replacement units around the stove area, we are concerned that the heat is contributing to the cause of the issues.   Our customer service manager will be contacting you by tomorrow to set up a courtesy inspection of the full kitchen.  

  Thank you again for contacting us to afford us the opportunity to correct this for you.

  Sincerely,

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 2, 2021 we signed a contract with Kitchen Magic to reface our Kitchen and build a new Center Island. The agreed price was $25,500.00. Final price was $25,890.00The work was started on September 13, 2021 and was completed on or about September 20, 2021. During that time, we had many conversations with Kitchen Magic with many issues that were needed to be addressed. We had stressed that there were items that needed to be corrected. We spoke to an Employee Jodi-Ann many times. we were set up with an appointment for someone to fix the imperfections. Well to our surprise no one showed up. I spoke with Jodi-Ann on March 30, June 3, June 6 and the last time being June 13th 2022 about this. We do owe Kitchen Magic $390.00 for an addition we had added. On our last conversation we were told to pay this amount before someone would come out to our home and if not paid, we would also void our warranty. I have attached all corresponding documents and await your reply. Respectfully submitted.

  

  Business response

  10/07/2022

  Thank you for contacting us to arrange for final resolution of this project. Please see a summary of notes from our file:
  The project was completed on 10/28/21.  
  
  On 10/29/21 the customer advised our project coordinator that they were mailing a check for the balance owed of $390.  There was no reference of any concerns at that time. We have signed documentation that the project was complete, and they were satisfied. 
  From November 15, 2021 through January 12th of 2022 there were numerous calls and emails sent to our customer from our customer service manager, Jodiann as well as our accounting department attempting to collect our final balance.
  On January 19, 2022, we sent a demand letter to our customer. This was provided almost 90 days from completion in a final attempt to settle the account.
  On 1/24/22 we received a call from the customer advising that they found some issues.  It was explained that since the project was completed in October and full payment was not received, the warranty was not yet in effect. It was explained that the warranty will cover the challenges, but the final payment must be made.
  
   We question why the final balance check was not submitted on 10/29/21 as promised by our customer.  As well, we wonder why after much effort on our part, we did not receive a response until a formal demand letter was submitted to them.   
  
  We wish to resolve this matter amicably and propose the following:
  
  We would like to conduct an inspection/service of their project as soon as possible.
  We are willing to set this appointment with the mutual agreement that they will submit a check or credit card payment during that visit.
  As a gesture of good faith, we extend a $150.00 reduction of the balance due bringing the balance to due $240.00. Once this payment is received all contracted warranties will be activated.
  
  We appreciate the assistance of the BBB in this matter. 
  
  Please let us know the next steps to resolve this. 
  Tell us why here...

  Customer response

  10/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:We were told that a rep was coming to our home back in October and no one showed up. The check list of faulty work was given to their representative and was to be addressed the following day. Nope. They called us and told us the balance needed to be paid before someone came

   How can you trust a Company like this! If all faulty work is corrected to our satisfaction, we will agree to the payment that they have agreed to in their previous correspondence to the BBB
  
  Regards,
  
  ***************************

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kitchen Magic is attempting to collect remaining fee on a renovation project. Because of significant unacceptable performance by Kitchen Magic, we are requesting a credit for all remaining fee. We last contacted Kitchen Magic on January 12, 2022 and we have not received a response. Most recent email to Kitchen Magic is below, see attached for additional emails and pictures. Hi *****, I received a letter from ******* **** at Kitchen Magic and I am reaching out to you as I do not have *******'s email. After the backsplash tile work was completed, we spoke directly with someone from the billing department who agreed that we would not be required to pay the final balance until all the work was done, given there were things that needed to be fixed and finished at that time. Unfortunately, the work is still incomplete. When **** from Kitchen Magic was here in October, we specifically brought up two items that he was going to ***** on. (1) We showed **** a piece of countertop next to the refrigerator that was cut short, the cabinet under the countertop is longer than the stone. (2) We also told **** that the trim pieces that Kitchen Magic provided were different sizes and didn't match. We discussed with **** that we are still unhappy with these finishes. We are still waiting on a solution to these items and we do not consider the project complete. Given the high-quality product we were promised with Kitchen Magic, leaving the kitchen with deficiencies like these is unacceptable. We do not appreciate being sent certified mail from the accounting department. Enclosed are pictures of the items above, as I stated, we discussed these items with **** when he was here in October.

  

  Business response

  03/21/2022

  Our final service to complete this project was done on 10/14/21.  We refaced all existing kitchen cabinets in white laminate.  The corners where the cabinets join have a dark thin line and the customer was not happy with this.  As a measure of customer satisfaction, we installed outside corner moldings on all the corners of the cabinets.  This was done at no extra charge to the customer.  This last service was to address a corner splay cabinet seam- different from the others.  It required special order moldings with 135degree angle.  This item was not readily available, with Covid it was on back order from our supplier as well, so it took longer to come in.  The reason there is a very slight difference in the width of the moldings in this area is due to the 135degree splay vs a 90degree on others.

  We completed the service on 10/14/21 and as agreed with the customer, ***** reached out to Mr. via text to his phone and phone/voicemail to schedule a time to discuss the final balance due.

  10/15- Mr. agreed to a call on 10/18/21 before 4pm.  10/18/21 ***** called Mr. and did not reach him, but left a voice mail and texted him to suggest another time on 10/19/21.  10/19/21- Mr. texted ***** that he wanted to  communicate via email.  10/29- ***** sent email to customer with final invoice with courtesy reduction of 50% off $2400. balance bringing final to $1200 to take into account some of  the inconvenience for the issues/delays as a measure of customer satisfaction.  As of 11/9/21- no acknowledgement from customer to KM.  11/9/21 ***** called, texted and emailed Mr. to inquire if he received my email from 11/9.  No response.  11/9/21- ***** turned communications to Accounting department to attempt contact with customer.  Calls and an email were sent to no avail.

  11/30 *******, Customer Service Manager took over attempting contact with customer.  Around 12/10/21 ******* sent our demand letter certified mail to customer.  1/12/22- Mr. sent email to ***** stating he did not have *******'s email and received her letter.  ***** forwarded to ******* for contact back to customer.  ******* left two voicemails and did not receive communication back from customer. 

  In closing, our records show all services were addressed and completed and we fulfilled our contract as signed and agreed upon.  Also, the countertop was installed on 7/6/21.  We have reached out to the stone fabricator to ***** on what can be done.  Most likely an inspection would be necessary.  From the picture it is hard to say as it is a zoomed in photo.  This was not brought up for the final inspection and punch list before we did the final service on 10/14 and our technician says that he does not have notes about it either.  As for the final balance owed being totally forgiven- We have already reduced the final balance by 50% to $1200 due.  That said, a 100% forgiveness would mean we would have to omit the lifetime warranty. 

  We would like to end this as amicably as possible.  It is our position, had we been able to have a discussion on 10/18 or at any point when we tried to call and arrange a time to speak, we would have resolved this long ago. 

   

  Thank you for the assistance with this matter.
  

  Customer response

  04/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

   

  I received no voicemails and missed calls from Kitchen Magic in the Fall of 2021. Since Kitchen Magic is fabricating this situation, I need all communication to be in writing. Their response fails to discuss any of the damage done to our kitchen during the work. Their response fails to discuss the fact that material was shipped to our house that we blatantly wrong and caused additional delay. They are trying to blame Covid but that has nothing to do with the fact that their material was shipped wrong. After the work in the Fall of 2021 was complete, we were waiting for someone from Kitchen Magic to come back out and inspect and that never happened. Their technician clearly never passed along this demand to the office.

  The "wider" 135 degree vs. 90 degree trim was never discussed with us. Had they told us it would be wider, we would have objected. Instead, it was installed without discussing with us. The installed also left rough edges.
  

  When ****, the original installer, came he noted that they would come back and clean up. This still hasn't be done.
  

  Our contract with Kitchen Magic says that we will pay when the work will be complete. The work is still not complete. In the Fall of 2021, they installed the 135 degree trim and on that day the installer was told by us that the work was still not complete. Kitchen Magic claims that their technician was not told this, but he was. This is why all communication with this company needs to be in writing. We told him in the Fall of 2021 that we were not happy with this trim and not happy with the counter. The reason why he was not provided with payment on this day was that the work is still not complete. The technician agreed to pass this along to the home office and it is clear this was not done. The technician acknowledged that he doesn't handle anything with the contracts and he just deals with doing the work.

  We are still waiting for the work to be complete, it is not complete. The wider trim needs to be replaced with the same width trim as we were never told it wouldn't be the same width. There are punch list items that still need repair all over the kitchen. They need to come and fix our back door where their installed **** damaged the paint. They need to come and fix the floor where **** damaged it. **** said he would come back and fix all these things and he never came back. They also installed the counter wrong. The last technician that was here said that he would tell the home office this, clearly he didn't.

  We would be happy to pay $1200 when Kitchen Magic comes and inspects the kitchen again and performs all the work and repairs all the damage that remains as part of their contract. They can do this or they can stop bothering us. We don't care about any warranty - the kitchen doesn't look like what they promised anyway and they should be ashamed that their salesperson **** promised such high quality work and left us with this.

  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

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