ComplaintsforBath Kitchen & Tile Center

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1) Door damaged in shipping needs to be replaced. 2) Did not supply the 9" tray slider I paid for. 3) Sink I purchased has a defect. I have uploaded pictures of each item. This company does not answer the phone, return calls after leaving messages or respond to emails.

  

  Business response

  09/07/2023

  September 6th, 2023
  Better Business Bureau
  60 Reads Way
  New Castle, DE 19720
  
  RE:  20554078
  
  Dear Whom it May Concern:
  
  We are writing in response to customer concern ID 20554078.
  
  Thank you for reaching out about your concern. The referenced door is under warranty and can be replaced. The original signed documents do not include a 9-inch tray base cabinet. Unfortunately, the manufacturer you selected does not provide that cabinet option and is not something you were ever charged for.  Unfortunately, we do not have another option that will work for your request. Upon reaching out to the sink manufacturer Kohler, the manufacturers response is as follows, “Per reviewing the photos of the 3839-1-NA sink, it appears that the product is not defective and would not warrant a replacement. As long as you are using proper cleaning methods and products (Kohler Stainless Steel Cleaner), the sink should not rust as our products cannot rust on their own.” Our sales manager has reached out to the customer to resolve this matter.
  
  Sincerely,
  
  
  President

  Customer response

  09/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20554078

   

   

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July '21 Met with and *** ***** of Bath, Kitchen & Tile(BKT) to remodel Master & Guest Baths & *** ******** of Distinction, contractor. October '21, $14,000 deposit made to purchase materials. BKT assured us the initial $14k deposit was sufficient to order all materials both remodel projects Delivery promised in 13 weeks by January '22. December '21. Contractor told us we had not made sufficient down-payment. Additional $5,800 deposit required, but contractor stated he had already made this payment for us. February '22 We contacted BKT since no materials were received. BKT now said delivery would now be 16 weeks from the order date. March '22, BKT stated they had actually failed to place our materials order until January '22. They now claimed lead time is 20 weeks & delivery would not be until 4/21/22. April 4, '22new BKT designer tried to change our project requirements and told us ordered incorrect and insufficient tile. ***** ****** of BKT does not return calls and has not provided finals design documents. She left BKT. April 15 '22 *** ******** informed us delivery now be 25 weeks for cabinet and he cannot start construction without having all materials on hand. BKT refuses to contact cabinet manufacturer to get confirmed delivery dates. *** ******** of Distinction Homes stated on 4/14 that he would get confirmed material delivery info from BKT or get our money returned. He said he would not leave meeting without either of these in hand. 4/15/22 *** ******** informed us we just have to now wait for 25 week delivery. BKT cannot keep designers. We have had 4 different ones and BTK wants start with a new manager. Neither BKT nor Distinction Home Solutions has control of our projects. After 10 months, we do not have final design documents & do not believe BKT will deliver our remodel materials. We would like refund of our deposits in full, $19,800. We have asked the contractor for refund, but to date, no reply.

  

  Business response

  04/27/2022

  We appreciate all of the details you outlined and have acknowledged that the following materials purchased and ordered for both the hall and master bath are received in stock and available at the Bath Kitchen and Tile warehouse:
  Plumbing Fixtures, Schluter parts,  Tile,  Countertop Material, Partial Cabinetry.
  
  The door style selected for the Hall bath and Master bath cabinetry has been discontinued from the manufacturer and is no longer available. Cabinetry was reselected on 4/20/22. The manufacturer lead time for the cabinetry reselection is currently 4-8 weeks from the reselection date 4/20/22. 

  Customer response

  05/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

   

  
  
  
  
  Regards,

  Complaint ID: 17066484

   

   

   

  

  Business response

  05/16/2022

  Since the previous update, the client decided not to proceed with the order and has been refunded for the cabinetry that was never received. 

*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. ↩