Complaints

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• Initial Complaint

  Date:01/31/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Liberty Kitchen Design to redo our kitchen and great room. They started on July 2023 and as of this date 1/25/2024. They have had to redo half the kitchen and still have a number of things to finish. They are not responding to our requests. They say they warranty their work and that's on the contract. I have documented every step of this 6-month ordeal. I have pictures e-mails. They have even threatened me. Such I be seeking legal advice and filing complaints.

  Customer Answer

  Date: 02/02/2024

  Liberty Kitchen Design
  
  Signed a contract with Liberty Kitchen Design on 5/18/2023.Today is 2/1/2024 and the kitchen is usable but not complete. Note: this was a large project which included the total demolition of the kitchen including a new tile floor, baseboard molding, electrical, sink, plumbing and painting. Also;the great room, guest bathroom, laundry room and foyer received the same tile and baseboard.
  On 7/15/2023 we left for an eight week visit to ********** to visit our grandchildren and friends. I had packed the entire kitchen and great room pre demo knowing we could not be in the house.
  They started the demo on or about 7/18/2024 finish some time before 8/25/2024 when the tile arrived from the manufacturer.
  The new tile and baseboard started on or about 8/27/2023.
  On 9/19/2023 we returned from ********** to find the tile in guest bathroom was not demoed correctly hence the new tile was not installed correctly. The baseboard was not complete. The painting wasnt done. Also; the kitchen was unusable. Cabinets in but not installed no electric, no water. I knew then that no one was managing the day to day.
  Luckily our neighbors allowed us to stay in their guest bedroom for three weeks.
  After two weeks of the electrician, plumber, fabricator will be there and there were no shows and lost days the kitchen was semi complete. Hanging wires and boxes for under the counter lighting but usable.Facet not installed correctly.
  On 10/19/2023 I personally delivered the document below to Liberty Kitchen Design but they said they could not sign the owner wasnt there. I was handing this document to his son *****.
  
  
  
  ******* Kitchen and Great Room Issues
  *********************************
  *************, **. 33437
  Dated 10/19/2023
  Tile grout in great room and kitchen is not consistent (small holes) and you owe us a box of tile. Plus, the cost of the closet tiled. (Important) Both can be done at the same time.
  Pantry: Left corner not finished. Wall needs evening. Ledge is cracking and needs evening. Pantry left side doors need replacing as they are chipped. Fabricator should have a table saw to insure an accurate and even cut. Pantry doors are not aligned.
  Caulking around quartz counter top is poor and needs refinishing. Caulk lines around fridge not even.
  Corner of cabinets has gaps and needs replacing. Again, the Fabricator should have a table saw to insure an accurate and even cut.
  Gap between the right-side lower cabinet and fridge is not even close to even. Needs correction. Probably because the quartz was a bit too long.
  Garbage cabinet scraps when closing, it makes noise and need to be permanently realigned.
  As I asked you make sure the faucet fits and doesnt bang into the quartz and scratch the quartz. Now we a stuck with a problem when someone turns on the water.  Also, I gave the new faucet replacement to *** and I made sure it was in stock with Dakota.
   Your design shows three upper cabinets to the right of the sink butted together. We have two a filler and a third smaller cabinet. We want what designed and contracted for. Needs replacement.
  The kick is not secure and needs reinforcement.
    10. Most importantly the touch up painter used semi-gloss      instead of flat and on our walls in many spots and all of those walls need to be repainted.
       11. The under-cabinet lighting does no match and needs replacement. Also; the under-cabinet lighting, boxes and wiring that you suggested are all exposed and should be hidden.
       12. The stove is not level.
       13. The lower draw to the left of the stove needs replacing. Its chipped.
       14. The sink does not have a strainer and garbage disposal stopper.
       15. Many door handles are either not even or not level so I think youre looking at replacing a few doors and reinstalling the handles. I didnt drill the holes.
  
  Note: This project was started on July 27,2023 as this date its almost three months later. I have taken pictures of everything.
  Please Sign Below that you are in receipt of this document.
  
  X_____________________________________________
  
  Liberty Kitchen Design
  
  Sometime after 10/19/203 I was called and told everything would be fixed.
  First, they did re-demo the guest bathroom tile and install the correct tile around the shower.
  Secondly, I had to hire a professional floor cleaning service to clean the floor because it was filthy. Its a white floor. I subtracted that from what we owed because thats what should have been done. ***** the son did not disagreed. About $650.00.
  Regarding the under the cabinet lighting number 11 above. A new electrician arrived (they fired the old one or he quit) and he said the following: I cannot work on this it all needs to be ripped out. If I touch it,Im responsible and its not up to code and could catch on fire and I will lose my license. He replaced all the under the cabinet lighting as it should have been done the first time. Liberty Kitchen Design put my family at risk.
  A few days later ***** the son of the owner arrived with a new fabricator and his crew. I believe they fired the old fabricator, **** The new fabricator ***************************** explained to ***** that the only way to fix the pantry, pantry wall and ceiling and refrigerator side cabinet errors was to order new fabrication and it was about a four-to-five-day job. The fabrication was going to have to be ordered and would take a month to get in. This was not a problem because we would be away until December 1/2023. And we wanted it done correctly.
  On 12/20/2024 ***************************** and his crew arrived at our home on time as hoped to start their process. I had repacked everything in the cabinets so they could do what they do. They undid half of the kitchen and put it back together in four days. And the work was done professionally. That included having the counter top fabricator taking out a portion of the backsplash and recutting it so everything could fit. Because of Christmas I believe they finish on 12/26/2023. At that time, I wrote a check to pay Liberty Kitchen so they could pay ***************************** and his crew.
  ***** was there and said please look at everything and let me know which items were remedied to your satisfaction which was followed up by the list below.
  Remember you level something and you find out what is un-level.
  Remedied.
  Numbers
  1, 2, 3, 4, 5, 7, 9, 11, 12, 13, 15
  I then sent Liberty Kitchen Design the following e-mail and texted ***** it was on its way. His reply was *****.
  The E-mail below was received by Liberty Kitchen Design on 1/2/2024.
  
  Remaining Issues in the ******* Kitchen
  
  Yes, the 21-inch door and alignment.
  Wine fridge panel has exposed nails and needs caulking. May need replacing.
  No sink drain or garbage disposal cap.
  Garbage Can draw does not close automatically. Closing mechanism does not engage at all.
   Upper cabinet panel to the left of stove is even on the bottom and out by inch on top. Needs alignment and leveling.
  If the stove is level and even and I believe we double check that then the Lower cabinet to the right of the stove is of an inch lower than the left side. What can be done?
  With 5 and 6 we know the cabinets are not aligned.
  Acetate to clean the quartz counter tops and back splash.
  Install the safe.
  Align the dishwasher and wine fridge as best we can.
  Confirm a date for painting estimate, get it in writing for Liberty. Estimate appointment is this afternoon.
  ****** would like to see if the countertop seam in front of the sink can be more invisible. Can we do that?
  I have no extra tiles only broken pieces. Need some just in case.
  Some minor door gap adjustments.
  A panel under the fridge over hang. So, we dont see the bottom white. Not blocking just underneath.
  Touch up kit.
  
  After receiving the e-mail ****, the owner of Liberty Kitchen Design sent the following threatening text. Its on my phone and I will re type it below with all of its misspelling but I think you can get the drift.
  
  I fixed all what you ask and more *** got pay after you approved all your punch list Im not going to call you or contact you because will return all charges that I discount for you and put them back on your invoice and send to my lowyer wne we take that from there . thanks and have a wonderful new year
  I called and received the following response.
  Sorry, I cant talk right now.
  A few days later ***************************** called and said Ill come back and fix the new list. And he did but a few items he would not touch.
  Remedied from the above list:
  2, 4, 5, 8, 9, 10, 11, 16
  Not remedied
  1        13
  3        14 
  7        15
  On Jan. 5 we received an E-mail invoice stating we were paid in full.
  The Liberty Kitchen contract states that they stand behind their work and warranty it. We have texted them twice and they are non-responsive.
  We would like get our last six items above remedied.
  This has been a very frustrating experience.
  We added a wine refrigerator they installed it without the handle. Luckily Best Buy replaced it.
  We have mentioned the not up to code lighting.
  The plumbing leaked under the sink.
  The reinstall of the refrigerator had a link in the water connection.
  The new microwave cutout for the backsplash had to be recut because it was never measured correctly.
  The painter arrived with no directions on what to do hence the wrong equipment. A six-foot ladder cannot paint a twelve-foot ceiling.
  The quartz counter top has a shade of underlying dirt on it. We have tried everything. I dont know where it was stored. Yes; its white but never looks clean.
  We were given erroneous invoices. We were right they corrected.
  We mentioned tearing apart half the kitchen and redoing it to get it right.
  There was a plan but no one followed it. They didnt manage the project. They didnt measure correctly. They didnt bill correctly.
  Their contract states everything has a warranty.
  ****** and ***************************
  ************