ComplaintsforKitchens Etc., Inc.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attached is the document which outlines all of the issues we have had with this business. The quality issues have been throughout with the delivery of chipped cabinetry, scratched cabinetry, damage to the house from the installation, cracked stonework, and improper installation resulting in damage left behind. $53,000 had been paid so far with approximately $16,000 said to be owed despite unfinished issues with poor attempts at resolution. An install that was outlined to take 5 days, took ****************************************************************************** and out forced a halt to the project while we, the homeowners, we left without being able to continue due to mess and damage repeatedly created by Kitchens Etc.

  

  Business response

  04/05/2024

  All cabinetry was delivered per our schedule given to the homeowner after a contract was signed. Any damages that did occur were immediately corrected by kitchens etc and nothing was left un addressed. No damage to the house was caused by us as he acted as his own contractor and we were not the only company working there. His payments were outlined in our contract which was signed by the homeowner. There were add on requests per the homeowner specs that we fulfilled. We made multiple trips to address these issues with the homeowner along with additional add on cabinetry and quartz that the homeowner was not billed for. After we completed these lists, whether they were caused by us or not, we were then told we were not getting paid on the final contract. At no point did kitchens etc hold up this homeowners project. 

  Customer response

  04/05/2024

   I am rejecting this response because:
  
  It is largely inaccurate. 
  The cabinetry was a scheduled 5 day install that took 99 days with no end in sight based on Kitchen Etc.s inability to correct problems. The damages were not corrected and in many cases the damage was worsened. I am not acting as my own contractor beyond hiring the company. All work that could be done prior to cabinetry was complete when the cabinet install began. At that point Kitchen Etc. Was the only contractor operating in the house. At that point they damaged new bathroom tile, significantly scuffed walls, and stain drips on new hardwood flooring. The add on requests were most definitely billed, although I have yet to see an accurate bill for work completed. The list of needed fixes were not even close to completed by Kitchens Etc. as outlined in the original pdf despite their claim. Every time the workers came into the house, a mess was left for us, the homeowner to clean up. The consistency of the mess meant that we had to put the install of new carpeting on hold and much of the painting as the installers had damaged a few freshly painted walls and did not want sawdust mixing with fresh paint. Again, 99 days of Kitchens Etc making repeated mistakes on what was scheduled to be a five day install most definitely held up our project and cost us thousands. Our issue though is the quality issues of the cabinetry. We have chips in wood, chips in paint, visible damage repairs due to Kitchen Etcs own mistakes on cabinetry, crooked shelving inside of cabinetry, CRACKED marble, and a door hinge that is already stripping out due to poor craftsmanship. The quality is atrocious and not even close to what was presented in the showroom when agreeing to do business. Although the bill is not accurate, it is not accurate in Kitchen Etc favor as they are attempting to charge for all changes plus work not completed. They are attempting to charge for a full linen cabinet when only doors were required and installed. This company clearly has internal issues with an absentee owner and workers that complain to the customers about the management. From what we have witnessed, there is a clear comfort by ownership to lie as they have not been honest about billing, timings, quality, or their ability to properly design cabinetry (as witnessed by crooked handles, non-level internal shelves, and a hacked up dishwasher cabinet).
  

  

  Business response

  04/17/2024

  Nothing we said was inaccurate.
  Your schedule that was sent to you and approved was from Oct. 2nd through Oct. 17th.We installed all cabinetry and countertops in that timeframe given to you. We are not saying there were no quality issues. You are absolutely acting as your own contractor- you are doing electrical work, plumbing, drywall, painting,tile work, etc.- all which require permits. We did not damage your tile flooring and you have no proof of who did. Nor did we leave any stain drips anywhere as all cabinetry is finished in our shop not in your home. We have sent you your final bill and were told by you that you would never be paying it. We have tried countless time to come and either replace or fix anything that needs to be done but are told by yourself that we are not allowed in your home. We want nothing more than to finish your project and ensure you are happy with the final products. There was no mess left for you to clean up and it certainly did not hold up any painting (which shouldve been done prior to cabinetry installation) or carpet installation and we did not cost you thousands of dollars. Regarding your cracked marble fireplace- it was not cracked when we left our installation. You installed a mantle on top of our marble, whos to say that didnt crack it? Regardless, when you informed us of the crack, we offered to make a new piece for it right away and were told by you that its not that noticeable, we will leave it as is. Our billing to you is accurate and what is on your contract you signed plus the added parts asked for by yourself via email. We also remade your microwave cabinet at no charge to you.What was on our plans did not call for a finished interior and no floor on the cabinet. Our plans called for a standard cabinet with retractable doors per our print signed off on by yourself. Regarding your linen cabinet- you were certainly not charged for a full cabinet at all. Our plans call for a CFO-CABINET FRONT ONLY. And that is what you got. Again, all on our plans that were sign off on by yourself. We do not have internal issues as described and there are 3 owners of this company so no, we do not need ***** present at all times. Like we have stated many times before in our ongoing emails back and forth- WE WANT to finish your project and want you happy with our end results.YOU are not letting us come back to finish anything. One week we are being told via email that we are never allowed back and the next week you are asking for the next steps- which is it? I have attached pictures of your project along the way. 

*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. ↩