ComplaintsforRPI Kitchen & Bath

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We been wait 4 months for handles for two cabinets they forgot to install we can not open the 2 cabinets to use them and all they keep saying its order. They worst customer service every. Wiil not give me part number because our builder.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see attached complaint and documentation received from consumer

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/17) */ Contact Name and Title: Robert I******** Owner Contact Phone: ********** Contact Email: ****@hotmail.com ***** ****** signed 2 contracts and drawings for replacement cabinets and countertops in her kitchen and bathrooms and paid a deposit. The ONLY additional charge on the kitchen is $500.00 for a state licensed plumber to remove a drain pipe behind her existing cabinet, which is clearly not included in the project, and she was given the option to use our plumber or get her own, & she chose to use ours. The contract clearly states that anything not specified in the contract is the homeowners responsibility. This pipe was not visible when assessing the job. There is a $150 credit on the kitchen contract for a bruised cabinet-back right corner not affecting cabinet use-which we gave her the option to have us order a new one or give her a credit-in writing attached, she accepted a credit since she agreed the bruised area would not be visible or affect the cabinet usage. So the original contract was for $20,660.00, the new total is $20,660 + $500. - $150 = $21,010. The bathroom Contract Total is exactly the same as the original contract. RPI had added a $300 charge for mirror removal there, not included in the proposal, however we deducted that from her total and absorbed the Glass Company charges as a courtesy, maintaining the exact same contract total. Attached in the scanned file, you will see the Signed Contracts, the Signed Drawings, the breakdown of each fee & payments, and the balances. You will also see texts from ***** stating how much she loves her new cabinets & Quartz. When ***** ordered her cabinets & Quartz, she chose higher priced cabinets, the highest level Quartz and full height Quartz backsplash in the kitchen, all of which she received. The only item she originally claimed was wrong was a Cashmere Medecine Cabinet in the bathroom, which came in as the color on the contract, but she had changed on the drawings. RPI offered to order the Cashmere Medecine Cabinet and just install it when it came in, not delaying any other part of the job, but she chose to keep the one there, and verified that in her attached emails. All other cabinets are exactly what she signed for on each drawing. Attached is an email with a picture she sent of the kitchen cabinets saying she loved them and they were the right ones. There is no mention of any other cabinets being wrong When the installer left her house and the Quartz installers left her house, her only issues were a piece of molding be placed on her island where it meets the counter, which we ordered for her, and a piece of molding she wanted over her high backsplash behind the microwave. Both the Quartz Installers and RPI told her no molding goes there so nothing impedes the Microwave space. Attached are copies of her satisfaction with the Quartz install from Cutting Edge with no mention of any issues. There was one cabinet left to be installed in the bathroom on top of the Quartz, which was delivered to her home with all the other cabinets. It was to be installed after the Quartz Countertop was installed. She had this cabinet in her home for weeks and never claimed it was wrong until she was disputing her balance. She said it was supposed to be a 2 door cabinet but smaller than that one, but there is no such cabinet anywhere in the drawings. The cabinet at her home is exactly the size, shape of the one in the drawings she approved. We scheduled this job 3 different times with *****, the installers and the Quartz company, in May, early June and finally the end of June into July, as shown in attached emails from Savia Reinas at Cutting Edge. The first 2 dates were cancelled by ***** because she wasn't personally "ready" to have it done. This was not due to any other work being done in the house, she just wasn't "ready" to have the work done, so her claims that we took months to do her job were due to her own postponements. The contract clearly states we do not do Drywall, Painting, etc. As a courtesy, we were sending a licensed drywall worker to repair the area around the medecine cabinets as a courtesy to ***** at no charge, however she implied she already had it done, and told us we were not allowed in her home anymore to do anything. There was a damaged door on the cabinet near the microwave, which we are waiting for a replacement door from the company and told ***** we would install it as soon as we get it. She has prohibited us from doing the few finishing touches she's complaining about. She told the installer and the Quartz installers how happy she is with everything. Nothing was ever mentioned about a cabinet near the ref/freezer hitting a door until her letter of 8/8/22. There also were no roll out trays in the contract or drawings, which would have been shown, as well as listed on the contract, as they are optional items. There are also emails, texts and posts where she accuses each worker of telling her horror stories about our company, which each has said she made up. Attached you will find copies of texts she sent, including one that she is impersonating my employee Barbara," Hi *****, it's Barbara" confirming an appointment for a Saturday, because she wanted work done on a Saturday, which we do not schedule. When I questioned her in a text about it, she said she doesn't know any other Barbara, and that's who sent it to her. Pictures of texts are attached. This is FRAUD, as well as IDENTIDY THEFT of my employee, and Misrepresentation by Impersonation, having identified herself as Barbara, among other issues. She also put a post on a public website, NEXT DOOR, slandering our company and claiming a story of a disabled elderly lady RPI swindled out of $14,000.00, which are included in the attached file, and she cannot document as it certainly never happened. ***** claims she does not have a "FUNCTIONAL" kitchen. I ask you to review the attached pictures and question her claim. The plumber was there the day after those pictures were sent to reconnect all plumbing and faucetts, which was completed, as per his itemized, dated invoice in the email. In early May, ***** asked Bob to come out and measure for a pantry she might want installed, which he did, and we sent her an invoice for $1800.00 to buy the pantry and have it installed with roll out trays. On May 26th, 2 months after the contracts were signed and those cabinets all ready for install, ***** sent a deposit for $900.00 and we ordered the pantry for her, in response to her email to do so, and we would install it when it came in, but it would not hold up her kitchen or bath installations as it was a separate project in a separate area area and would take a few months to get it in from the manufacturer. She agreed in the attached email. This would not in any way impact her Kitchen and Bathroom projects, as it was invoiced totally separate, since it would not even be in until long after the contracted projects were done. We have received the pantry, and told ***** we would install it as soon as the balances on the Kitchen and Bathroom proposals were paid in full. She refused to make those payments. the contract clearly reads that the signer- ***** ******, could hold back 5% of the balance due for any minor issues after installation. There is nothing about this job that justifies non-payment of any amount. The unscrupulous actions and disparaging posts of ***** ****** should not be allowed to destroy the clean reputation of RPI. The attached file shows documentation for everything referred to here, as well as evidence of her unscrupulous actions and proof of her untruths.

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