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ComplaintsforKB Factory Outlet
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Complaint Details
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Initial Complaint
07/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid $1,773.80 back on 5/16/2020 for KB Factory Outlet to install granite countertops on my outdoor kitchen. Their pricing is reasonable, but their installers lack experience and customer service is nonexistent. The install took about half a dozen attempts to get it right. Shortly after installation was complete, the full height granite backsplash behind the grill cracked. Attempts were made by KB to repair the granite through the use of glues and epoxies, but the issue continued to get worse. KB Factory agreed to replace the backsplash in March of 2022, but they no longer carried that color granite. I had the option to pick a similar color granite (for free) to replace the backsplash only or pay a $900 charge and have the entire kitchen redone in steel grey granite which KB said was the strongest granite they sold and used all the time in outdoor kitchens. I paid the $900 for the steel grey as I did not want the granite to crack again. Again it took KB around 6 attempts to get the new granite installed. And again, shortly after installation was complete, the new steel grey granite full height backsplash behind the grill cracked. I contacted KB in disbelief, but at this point they wanted nothing to do with me. I talked to Sid at KB who represented himself as a co-owner who insisted KB had no responsibility. Sid refused to do anything about the crack even though I was told this new granite would hold up fine behind the grill. I ended up having to pay KB another $350 in June of 2022 to rip out the cracked full height backsplash and install a much shorter standard height backsplash behind the grill, since it is apparent the heat from the grill will continue to keep cracking any granite back there. I do not think I should have been charged 3 times for the same job. And I think KB essentially stole from me by charging me the $350 to fix the 2nd crack. At a minimum I would like the $350 charge refunded.Business response
07/14/2022
Consumer Response /* (2000, 6, 2022/07/12) */ Sid from KB factory has agreed to a refund in the amount of $350 which was my desired outcome. I would like to close and delete this case now. Thank you!
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.