ComplaintsforRefine Design Co

• Initial Complaint

  14/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Refine Design to redesign and renovate my kitchen. I hired them in May 2021 to start immediately and they didn't start working until July 2021. They did not provide the crew of workers they promised and instead it was one jack-of-all-trades worker. The worker did electrical and plumbing and was not licensed for either. The renovation was scheduled to take 4-5 weeks to complete, and they worked sporadically until November 2021 when they stopped coming. The owner did not give a payment schedule yet randomly asked for more money. Twice during the renovation, she requested more money and refused to continue the work unless she was paid, ** ******* ******* ** ********** ******* ***** ******* ******* *** ********. When deficiencies were pointed out, she would get angry and defensive and at times argumentative and belligerent. The work is still not completed over 1 year later and some of the work that was completed is deficient and two kitchen cabinets are unusable. She has asked for full payment of the contract before she continues work, which we refused. The work is about 70% completed and we've paid over 80% of the contract price. In April 2022, the owner, threatened legal action but we haven't heard back from her since. I would like my renovation completed and deficiencies rectified but I fear retaliation from them, as I heard they have done in the past. At this time, we request they pay to have the deficiencies they created corrected, and we can hire someone else to complete the job. We received a quote from a 3rd party outlining the corrections required and the cost to complete the tasks. - May 2021 signed contract - Paid $58,348 of $73,710 total - Committed to 'white glove' service and kitchen renovation, flooring replacement and painting entire main floor - Unfinished and deficient work - The business has asked for full payment before completion, which we declined Contract is attached

  Business response

  20/11/2022

  We appreciate your feedback and respectfully disagree with the above statements.
  The original contract was signed on May 6th, 2021. We couldn’t have started immediately as you wanted to do the demo yourself. 
  In the attached email correspondence it clearly shows the work started when the contract was signed. There were discussions on design, finishes, and recommendations. 
  As seen in one of the photos attached, email from Mrs. ********** on May 30th, 2021 that the demo was still not completed. Furthermore, the demolition completed by you was a bit more than what it was outlined in the quote. Unfortunately all drywall from walls and ceiling was taken down but somehow we were responsible to re drywall the whole kitchen and dining room. Amendment and invoice was never generated so this was completely free.
  The milestones with the payment plan were sent to the client on August 29th,2021 **** ******** ****** **** *** ******** ************* 
  Due to the pandemic there were delays which were out of our control but were communicated with the client.  
  During these difficult times I do understand the client's frustration with the project and materials being delayed and we were equally frustrated with the unforeseen roadblocks of getting the project completed.
  At this point the client started showing signs of frustration and was taken on the team to the point they felt uncomfortable working there. I continuously tried to please them by giving them numerous upgrades FREE but nothing seemed to be working. I also hired a person to work on some items as per clients recommendation which resulted in terrible workmanship and was forced to hire someone else and fix the job at my expense. 
  The electrical was done by a licensed electrician. Please see scope below:
  - Installed three pendant lights (customer provided) over island
   - Installed light (customer provided) over dinning room table 
  - Installed dimmers for kitchen lights (Dinning room light, Dinning room pot lights, kitchen island pendant lights and kitchen pot lights
   - Install cover on kitchen pantry junction box 
  - Inspected outlets in dinning room 
  - Inspected outlets in kitchen & replaced with proper TR plugs & box extensions. 
  Corrected as many wiring issues as possible. 
  - Ran new wire to panel for Kitchen Island plugs. 
  Installed new 20A plugs on Island
   - Replaced breaker to proper size based on wire
   - Drilled new hole for pot light in kitchen/dinning pass trough 
  - Installed pot light in Kitchen/Dinning pass-thru 
  - Installed Carbon Monoxide detector in kitchen 
  - Replaced fuses in panel & re-installed cover. 
  - Moved dimmer switches around to customers preference
  ESA Inspection/ Permit - ECRA/ESA 7013137
  ____________________________________________
  Moving forward to other issues client claims:
  The trades came back on numerous occasions to discuss deficiencies and after the repairs were completed the client signed off by a client. Some of the deficiencies were just obsered such as: we cut into their brand new drywall when installing the countertop. This is a standard practice as the walls in every house are not perfect. At the time the kitchen counter was installed, the client inspected the corners and surfaces and signed off but after a few weeks the client claimed there are chips on the edges of the countertop. That does happen when pots and pans hit the surface but we went back and fixed it anyway. The paint spilled on the floor was done by the client after the team left the site…these are just to name a few.
  At this point I was advised by my lawyer to have a scope mutually agreed and signed off so we can continue our work to complete the project. 
  On November 25th, 2021 the final scope was created outlining outstanding work to be done and agreeing to the final payment.
  Contract # 334 of $5,367.50 and Contract # 16,243.75 - $485.90 credit
  Within 24 hrs the client resigned, not giving us a chance to honour the agreement. 
  With another disappointment I was advised yet again by my lawyer not to do any further work until there is a mutual resolution and a payment is provided for the work that has been completed. 
  I remained willing to deal with clients issues but with a constantly changing number of issues and requirements for completing them was just frustrating.  The continual changing targets indicated a desire to “play games” and to simply avoid paying.
  
  Also, some of the items were never part of the project scope but yet somehow they appeared as our responsibility on the third party’s quote. 
  
  At the end of it all I am financially and emotionally exhausted and decided not to pursue legal actions. My team was relieved with my decision and we wish you all the best. 
  Should you decide to obtain the payment for the completed work don’t hesitate to reach out ??
  
  Kindest Regards,
  ******* and the team
  

  Customer response

  26/11/2022

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

  I do not feel it is an accurate representation and there is no resolution.

  Due to a character limit in our original complaint, I was not able to include all the details so I will endeavour to do it in this email. I will respond to the accusations and statements made by Martina, as they don’t appear to be complete or consistent with what we witnessed as we were on site every day of the renovation. 
  
  It is correct that we did not complete the demolition until the last day of May 2021. Our family then had to live in a home with no kitchen for 1 month before they began their work in July 2021. A kitchen is an integral part of a home and to be without it for a month prior to construction beginning was troublesome and disappointing, and to continue to live without it for many more months was distressing and caused great inconvenience and anxiety.
  
  The extra drywall Martina refers to is correct, but we did NOT want the exterior stone wall covered and drywalled and actually designed the kitchen around the brick colour because the intention was to keep it. Much to our horror the entire wall was drywalled over including the opening to the adjoining room we had just created. I immediately told their worker Sal that it was a mistake, and he said he was told to drywall everything. We were so distraught we immediately contacted Martina. She said that her project manager Kevin told her that they had to put up drywall because they couldn’t install cabinets on the exterior brick, which was never discussed with us. This was untrue as we had cabinets on that exterior wall prior to the renovation so we knew it was indeed possible. We were devastated and asked them to remove the drywall, to which they declined, insisting they couldn’t install cabinets on brick. I have included a picture to show that prior to Refine Design’s renovation we did have cabinets on the exterior brick wall with no issues.
  
  We would like to clarify the statement “the demo was a bit more than was outlined in the quote”. The only demolition we did was at her project manager Kevin’s direction. We did not expect to have to remove the ceiling and only expected the popcorn ceiling to be removed. Instead Kevin instructed us to “go down to the studs” on the ceiling, so we did as instructed which was not in the scope nor was our request. Kevin said it would be easier for them to replace the ceiling, so we did as he asked.
  
  The pandemic may have caused delays as Martina stated, but we find it difficult to believe that a 4-5 week renovation turned into a 6 month renovation, which a year later is still incomplete. The lack of enjoyment of our home and inability to host family events due to the unfinished renovation is stressful, unending, and has caused us much anxiety and awkwardness. A family member had their kitchen and entire main floor renovated between August 2021 and September 2021 so we find it difficult to understand why Refine Design couldn’t complete their contracted work in a similar fixed timeframe.
  
  We respectfully disagree with the statement that the team was uncomfortable working at our home and with us.  We became friends with the workers, and they would call us periodically to see how the renovation was coming and if they could help. One of the workers still stops by when he is in the area; this doesn’t coincide with her statement that they were uncomfortable with us as they called and visited outside of work. Martina didn’t Know the workers at our home or how to contact them, as they were hired by her original project manager Kevin. After Martina fired Kevin and his worker/uncle Sal, Martina asked me for the workers' contact information so she could hire them to finish her jobs. I sought the workers’ permission before I gave their personal information, and initially they declined, indicating that they felt she was difficult to work with. We do agree that their worker Sal was likely frustrated, but we believe it's because there was so much miscommunication and mistakes made and he was the one we voiced our concerns to, since the  project manager Kevin was seldom available.  There was almost no project management as Kevin and Martina were very rarely on site and we were responsible for meeting with the workers and providing instruction and inspection each day.  Many months into the renovation when we were discussing the scope with the workers, I received a texted reprimand from Martina telling me not to speak to her workers. I was shocked but was exhausted so told the workers we were not to communicate per Martina’s instructions; **** ******* ** *** ************** and continued to ask us for guidance in the Refine Design team's absence.  
  
  In response to the comment about hiring the person we recommended that did terrible work, that is in part correct. At that time Martina had fired her project manager and didn’t have a crew to perform any work. I found a Handy Girl named Kim on Facebook and suggested she could use her and I had no personal experience but was solely based on her Facebook reviews. We were very clear to Martina on numerous occasions and her husband (when he dropped off supplies) that we didn’t know Kim nor could we speak to her work quality or ethics, as we have never hired her nor checked any references. Martina was desperate and agreed to hire her and upon introduction they seemed to get along well and discussed future work together. Unfortunately Kim’s work was very poor quality and she was let go I assume by Martina, because she never returned. The damage Kim did by painting our window and sliding door hardware is still evident and an eyesore as it has not been remedied to date ******** *********. 
  
  Martina states that all electrical was done by a licensed electrician which we believe to be incorrect. Her jack-of-all-trades worker Sal is the one that did all of the light installation and electrical work. I asked on multiple occasions if he was licensed and she assured me he was, but we were never provided proof. After Martina fired Kevin and Sal, she hired licensed electricians who came in to look over the work because we had fuses blowing every time we used the newly installed plugs on the island, and there was a plug that was hanging exposed and unusable which caused a dangerous situation. When the licensed team came they were shocked by the previous workmanship and stated that there was no way the work was done by an electrician and proceeded to repair what they could. Unfortunately all of the electrical wiring installed in the ceiling was finished and covered by drywall and could not be checked without tearing down the ceiling, so we pray it was done properly and we aren’t at risk of a future fire! There were no dimmer switches installed in the dining room as that was not part of the scope. The only dimmers installed were for the kitchen lights as was in scope. The only outlet inspected in the dining room had to be corrected because Sal drilled through the existing electrical wiring when he installed the drywall, rendering the outlet live, dangerous, exposed, and unusable. That is the outlet I referenced that was left exposed and hanging. Martina is correct, the kitchen dimmers did have to be rewired because Sal had mixed them up (not because it was our preference), and we still don’t have matching switch plates as they ran out and used what they had on hand. To clarify, the wiring issues that were corrected were due to her worker's inexperience, and not pre-existing or done at our request.
  
  When the worker came to install the backsplash he looked at the installation and refused to do the work. He said the counter was installed crooked and he could not properly mount the backsplash and he left without doing the job. Martina was now working with a new project manager named Phil and they were outraged that the worker didn’t do as he was asked.  Martina’s statement that they had to cut into the drywall because not all houses are straight is confusing. Since our kitchen was gutted down to studs, it was their responsibility to make the newly installed walls straight and since the kitchen was a custom creation, any allowance required could have been accounted for during design and installation. Cutting into the drywall has left that corner cold and you can feel the cold air coming in from the exterior wall. 
  
  When the ceiling was drywalled, the team didn’t install the strapping as was part of the scope per Kevin’s instruction, and the material was purchased and on site. We immediately informed Martina because there was a bow in the ceiling with over an inch difference. Instead of fixing the deficiency and installing the strapping, she had a worker try to correct it. The worker came to our home repeatedly over a 3-4 week period where he would mix drywall compound mud and try to level the ceiling. Ultimately he used 7-8 boxes of drywall compound to try to fix the ceiling, but he was not able to make it straight and the bow still exists. The bow is so evident that Refine Design couldn’t install the crown moulding because it would have emphasized the unevenness, therefore it was not installed and they offered a credit.  
  
  We respectfully disagree with the statement that we had signed off on completed repairs as repairs are still outstanding, work has not been completed, and deficiencies still exist. Some deficiencies we worry may never be corrected. The island is narrower than originally scoped because they measured incorrectly and there was not enough room to include the overhang for stools to be used at the island. The newly installed wood floors creek which is not something we experienced with our original flooring. The cabinets above the fridge were supposed to be flush with the front of the fridge, but the end result was a shorter cabinet that is difficult to reach.
  
  The kitchen installers came several times to fix mistakes that are still not corrected. We had requested a side by side garbage can and they installed something different (******** ********). The way they were installed does not allow us to remove the garbage cans to clean them so has been rendered useless (******* ********).  The cabinet with the microwave door does not recess enough and protrudes causing a danger when it is open. The cabinet door was installed too tight and when we tried to open it, it lifted the cabinet shelf above (which contained glasses) and we feared they would break therefore making the door unusable (******* ********). We ultimately had to remove the microwave door due to the danger it posed when left open. I immediately called Martina the same night and followed up with an email when I noticed the garbage drawer and microwave door were incorrect.
  
  Marina states that we had constantly changing complaints and issues. We respectfully disagree with this statement. As with any renovation, the client and project manager do a walk through and point out deficiencies requiring their attention. Unfortunately since the renovation took so long and is still not complete, we never had the opportunity to do a final walk though and yes we did point out issues as we went. We believed doing that would allow them to correct deficiencies sooner rather than later and believed it would be easier for them to repair as they went instead of waiting until the end, which never came.
  
  After what we felt were harassing communications by Martina demanding full payment be made before they would complete the work, we were advised by our lawyer not to give Refine Design another penny. We were advised by our lawyer to have a third party provide a quote on what is required to correct Refine Design’s deficiencies and complete the original job they could not. We paid for a company called **** ************ to come into our home and provide a quote, and have included it in this email response.  Per the **** ************ quote, it will cost $27,673.70 to correct Refine Design’s mistakes and complete the outstanding work.
  
  At this time we don’t trust that Refine Design and Martina’s team are capable of completing the work and do not wish to have them in our home. We don’t feel they have the knowledge, ability, or workforce to correct and complete what is required. Martina and Kevin reprimanded my husband and I, were condescending and disrespectful and we do not wish to have Refine Design in our home and be beleaguered further. We understand things were stressful for Martina as she fired two project managers and her handyman during our renovation, but as clients we shouldn’t have had to bear the brunt of her anger and frustration. 
  
  There were other issues we experienced during the renovation nightmare that we asked for compensation and didn’t receive.  Martina’s handyman Sal broke our living room floor lap and record turntable. It happened when Sal stood the couches on end and didn’t secure them and they fell down. The couch hit the lamp and record player, and it also hit Sal and we were concerned for his well being. We had expected Sal would file a report and when we didn’t hear from Martina, we eventually mentioned as it appeared communication was limited.  One of Refine Design’s workers had melted plastic sheeting on our brand new stove when they turned on the gas accidentally.  Another worker stood on our new kitchen table to install a light fixture which resulted in damage to the table (******* ********).  Another worker used our new table as a workhorse for her supplies causing pitting and scratches. We had to replace shelving liners due to her worker spilling glue on them and they were destroyed. My husband had to purchase plastic sheeting to install in the openings during renovation to avoid damaging the rest of the rooms/furniture as this was not done by Refine Design.
  
  Given the undue stress, destruction of property, harassment and other hardships endured during this renovation ordeal, we propose the following. As the third party quote shows there is $27,673.70 worth of work to be corrected and completed, we propose that we deduct Refine Design’s remaining balance of $16,195 from the outstanding remaining work balance, thereby leaving $11,478.70 owing to us by Refine Design to correct their errors and deficiencies. This will allow us to hire **** ************ to correct the mistakes made by Refine Design and we will pay the balance to a third party to finally complete the work that started so long ago.  We respectfully do not wish Refine Design to be in our home any longer ** ** **** ***** ***** *** ***********. ********* ******* ******* **** ** * ***** ** ******* ****** **** **** *** ****** **** *** ** **** ** **** * ******** ** *** **** *** ******* ***** ***** ********* ****** ** ** **** ***** ***** ** ******.
  We look forward to a resolution as we have endured this for far too long and seek an end to living in an unfinished home and causing us much loss of enjoyment.

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

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