ComplaintsforAspire Kitchen and Bath Solutions

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aspire agreed to install counter tops in our office, during that process it was discovered that the counter tops were in bad condition and needed to be replaced. At the advice of Aspire we bought new counter tops and had them available for the installer. Following that Aspire refused to install the counter tops, stating they never agreed to that, despite the fact that multiple Aspire representatives prescribed this solution, at no additional cost. We were told "whatever you guys get is no big deal, we will take care of it". Today their General Manager said they will not finish the job, they didn't agree to that and said the only way is if we gave them more money. To provide context this is all following questions we asked them regarding their business practices and product costing. As a result of our questions they have retaliated against us - refusing to finish the job, and demanding more money. Their owner has called and pretended to be doing me a favor, saying they would finish the work, if I would agree to the turnover; stating "I have a business to run, but I want to take care of you, if you would just agree". We've been mislead and taken advantage of by this company. Our first job that we have paid for in full still has incomplete work, that they've promised multiple times to remedy - still not done Project #2 263 sq ft flooring job, cost of material $11 - Aspire cost ~19,950 Project #3 Powder Room and Office - Not complete, Aspire refused to finish (details above) Despite paying on time, despite the fact that we've opened our doors and ensured that working conditions were safe and available, despite the fact that we have done everything that we should and needed to do as customers; Aspire has been less than transparent, dishonest, bullies and far from good business partners. They have willful taken advantage of us, failed on promises and spit in the face of this Veteran for the last time!

  

  Business response

  09/14/2022

  We find this complaint surprising coming from a repeat customer, and believe it stems from confusion about the scope of work included under contract. Our response to the issues in the complaint are as follows:

  
  *  The first project Aspire contracted to do with this client (Aspire Project ID ******) was completed and paid in full in May of 2022. On May 26, 2022, the customer signed the completion statement and selected the project completion option that reads, “Aspire Kitchen & Bath LLC has completed all work associated with my project as described in the contract agreement. All my questions or concerns have been addressed and resolved to my satisfaction,” and further initialed the payment option that reads, “I authorize Aspire Kitchen & Bath Solutions to charge $25,220.10 to my ******** account.” (The signed Completion Statement is included in the attachment.) We have no record of any requests from the customer for service or warranty work to be completed on this project except for a touch up of the black grout. Aspire’s installer completed the grout touch up while working on the subsequent projects. If there are other service or warranty issues on the original project that we have not been advised of, we will be happy to open a service ticket to address those concerns.
  
  *  The project noted as “Project #2” by the customer is Aspire Project ID ******, and the contract includes the installation of large-format tile flooring, pantry shelving, and reinstallation of existing cabinetry and Formica countertops in the office area, etc. (Documents are included in the attachment.) The tile and shelving work is complete, the cabinetry has been installed, and the only remaining work under this contract is the installation of the countertops. The contract explicitly states, “Cabinets were removed for water damage mitigation. Reinstall same footprint with Formica tops. All existing.” This does not include any fabrication of new countertops. If the customer had provided a new Formica countertop that could be installed in the same fashion as the original existing countertop as described in the contract, we would gladly install that. However, the customer purchased a butcher block material that requires fabrication. The process to fabricate butcher block is considerably more laborious and time consuming than cutting a piece of Formica to fit. For the protection of both Aspire and its clients, and to avoid confusion, our procedure is to require a signed project change order describing any changes in work scope from the original contract and to address any associated costs before we perform the work. The “No Oral Agreements” clause in the contract states, “Homeowner understands that there are no oral agreements between the Homeowner and Aspire.  Everything the Homeowner expects Aspire to do or provide has been included, in writing, in this contract.  Nothing in this contract can be changed unless it is changed in writing on a separate form and signed by both the Homeowner and Aspire.” When our general manager became aware of the situation with the butcher block material, he explained to the customer the need for a change order. We did not refuse to do the work; we simply clarified that we were incurring additional costs not included in the original contract for fabrication of a countertop. After the general manager’s conversation with the customer, the owners of Aspire offered to waive the charge for fabrication and finish the countertop installation with a zero-cost change order to finish the project. The customer refused, and said, “No, we’re done.” The remaining balance due on this project is $9,839.33.
  
  *  The project noted as “Project #3” by the customer is Aspire Project ID ****** for the remodel of a half bathroom. The contract generally includes demolition of the existing bathroom, new tile flooring, vanity cabinetry, countertops, sink, trim work, and plumbing fixtures. There was a change order removing the plumbing fixtures from the scope of work with a credit amount to the customer. All other work on this project has been completed and after the change order was applied, the remaining balance due is $855.06.
  

  Aspire has made every effort to complete the contracted work with professionalism and do superior work using quality products at a fair price. We are a family owned and operated small business and our reputation is important to us. We don’t “spit in the face” of any of our customers, and the owners, being part of a military family, certainly would not treat a veteran as such. We trust that we’ll be able to come to a peaceful resolution in this matter.

*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. ↩