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Complaint Details
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Initial Complaint
05/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am filing a compliant to VKB Kitchen & Bath to seek partial refund (minimum 20% of the entire project) of my bathroom remodeling projects, and repair the damages as stated in their 2-year warranty. I have signed a contract with above mentioned party on 09/25/2021 to fully remodel two and a half bathrooms in a total cost of $61,603.24. During and after the projects which span from 11/18/2021 to 01/25/2022, four major mal-practices happened. The first mal-practice was on 12/13/2021. The sub contractor did not install the light fixture in hallway bathroom correctly that one of the light glass covers fell unexpectedly onto the faucet and then smashed into pieces in the sink. Luckily no one get hurt. (pictures attached) The second and major mal-practice was on 12/16/2021. The sub contractor did not fasten one of the pipes behind the wall in master bathroom that a large amount of water leaked through the second floor to downstairs garage. (pictures attached) We found out about the water leakage next day. After a 4-hour meeting with the owner Paul and project manager Adam, I (wrongly) trusted them to fix the garage ceiling damage and continue bathroom remodeling. The third mal-practice was on 01/11/2022. After one month of using the earlier finished hallway bathroom, the faucet started to leak water into the new cabinet. Luckily we found out about the leaking quickly and stopped further damage to the cabinet. The fourth mal-practice was on 05/03/2022. After three months of using the master bathroom, both faucets started to leaking water badly into the new cabinet, which has been soaked and softened by water and changed color. VKB offered $1801.3 discount to the major mal-practice (2nd one above). However, given the sequential leaking incidents and resulted damages, we completely lost faith in their work. These evidence suggest there is tremendous amount of probability that we would need major repair down the road. Hence we are seeking further compensation.Business response
05/12/2022
Business Response /* (1000, 8, 2022/05/12) */ Dear customer, Thank you for your feedback. We would like to address some of the issues you mentioned in your review. 1 - As it is clearly visible from the picture you shared, the glass cover of the light fixture broke because of the defective product and is not related to any workmanship or installation. We reached out to the supplier and fixed the issue that has clearly related to the quality of the glass and light fixture. 2 - When the leakage happened over the garage, we immediately met with you and ensured you that we would take care of the problem, fixed every damaged part, and provided credit for the trouble. We put very thick insulation underneath the master bathroom on top of the garage ceiling to make sure that this doesn't happen again. We visually documented every step of this process. 3 - For the sink leakage, this was also a result of a defective product(Many companies are having problems because of the misplacement of the parts.). As soon as we were informed of the tiny leakage, we checked out the faucet and noticed that a small part of the faucet that prevents leakage is missing and came like that from the factory, possibly due to the supply chain issue. We immediately replaced it and fixed the issue. With respect to losing faith in our work -- this project has a two-year workmanship warranty. If there is any problem with respect to the work we did, our professionals will come and fix any problem that may arise. (You have been provided with company's 2 year warranty certificate.) In brief, two of these 3 issues were due to the faulty products, which were addressed and handled promptly, despite these not have anything to do with the quality of our work. The leakage was also immediately handled by our team, the damage was fixed and you were credited for the trouble. Our work is under warranty and we are ready to address any problem that may occur during this warranty period. (Photos are available.)
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.