ComplaintsforKitchen Design Innovations, Inc.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased countertops in the amount of $3,511.05 on 2/18/2022. I was told they would be installed in 10 to 15 business days. It actually took 9 weeks to get them. It took another week to get the backsplash, which was installed on 4-28-22. On this date ************************* was with the guys that did the install and I pointed out to him some of the flaws and he said he would send someone out the following week to fix the issues. I have contacted him weekly and the only response I get is I'll get somebody out there, or I haven't forgot about you. Today is June the 30th and he has made one attempt on June 15th to send someone out. On June 15th he said someone would be out between 3:30 and 4:00. He said if anything changed he would call me. At 5:45 I still have not heard from him and no one had showed up so I left to go to church. As soon as I pulled up in the parking lot at church I got a text from a guy saying he would be at my house in about 15 minutes. I told him I was already at church and that he was supposed to be there at 3:30. He said he knew nothing about that timeline. He said he was going to call ****. That has been over 2 weeks and I still have not heard anything back. So now it has been another 9 weeks and my countertops are still not fixed. The last time I spoke with **** was on June 10th and I told him if he was not going to fix all the imperfections in these countertops that I would like for him to come get them out of my house so I could purchase them from someone else who would service them after the sale. That is when he attempted to send someone out on the 15th. He has told me many times that he was sending somebody and they never showed up. This back and forth has been going on for 4 months and he really makes no effort to fix the problem. I would really like a refund and for him to remove his countertops from my house. When I gave him the final payment on April 28th he promised to send someone out the following week. He's been very difficult to work wit

  Customer response

  01/23/2023

   
  Complaint: 17503456
  
  I am rejecting this response because: I did make the final payment because **** promised he would send someone out in the next 2 to 3 days to fix all the flaws. It took him several weeks later to send someone and they only did a half crappy job I still have stains on my countertops that they could not get off and their response was for me to buy some sealer and keep sealing it. I dont believe thats what I paid for but I know not to do business with this company ever again and I never ever said anything about removing the BBB complaint, because I had not even filed a complaint, until after they left the mess that they did . 
  
  Sincerely,
  
  *******************

  

  Business response

  01/25/2023

  We serviced the location on two separate occasions; 6.15.2022 and 7.5.2022. Attached are the completion pictures showing that we removed stains and re-sealed. Applying sealant is part of the ongoing maintenance of stone products, which would have been explained to her and is separate from the installation process. Our company will reach out to the manufacturer and ask them to send a representative out to look at the stone. 

  Please let me know if there are any other questions. 

  Customer response

  01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would appreciate a representative coming out to inform me of how to remove the stains. **** informed me he put a 10 year sealer on when he installed them. If thats the case then I should not have to reseal so soon.
  
  Sincerely,
  
  *******************

*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. ↩