ComplaintsforBlock Renovation

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Block Renovations, designed, built and brought in contractors to design, develop and build our kitchen remodel. What started out as a great sales pitch, ended in deception and an extremely lengthy detail that left our kitchen in shambles for months (during the pandemic with a a newborn at home). Block "blamed" all of their delays on their vendors, which we as the consumer -- had no control over to select. They measured multiple times, and got the cabinets wrong on 3 SEPARATE occasions. The onsite person admitted that their technology was flawed which caused this issue. In the end, we had to settle for a subpar kitchen, which was never part of the original design and not what we wanted. We overpaid for cabinets/designs that were never delivered to us. If you raise an issue to one of their lead designers, be ready to be ridiculed for "not understanding" the original design - when it was clear as day what the original request/design was. Multiple emails/calls have been had and documented around their poor service. Block markets themselves as a "one stop shop" and they will coordinate everything from beginning to end -- extremely deceptive. However, once items are delayed significantly beyond their control, they disappear on you, having you to hold the bag. All would've been fine, had they not botched the design/measurements/delivery of the cabinets 3 times, over the span of 3 months. What was supposed to be an easy project, turned into months of nightmare, follow-**** delays and overall poor service.

  

  Business response

  06/24/2022

  Dear ****,

  
  Thank you for bringing this matter to our attention. We apologize for the measurement error that resulted in design rework and a two week delay in construction. In a rare situation like this, we do our very best to make right by our homeowners and in this case, we were able to:

     - Remeasure and redesign immediately once the error was discovered.
     - Refund your cabinetry in full in addition to other materials you were unable to use.
     - Partner with a local custom millwork company to get the replacement cabinets faster, minimizing the construction delay. Block covered 100% of these costs.
     - Offer additional discounts to compensate for the time and unfortunate experience.

  
  Your kitchen project was completed on December 9, 2021 and as such is still under the warranty period. If you have any additional concerns about the kitchen (materials or labor) we would be happy to review them. Please reach out to ******************************** to submit a warranty claim.

  Warmly,

  Block Support

   

  Customer response

  06/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Respectfully, I do not agree with your "rare situation" and assessment. As per the detailed timeline I attached, and provided, Block Renovations was not able to get the cabinets delivered "faster" nor did they minimize the construction delay. In fact, Block's remeasurement and re-design led to multiple additional failure points as they were measured incorrectly again.The consumer (myself) had to continuously follow-up with Block Renovations for updates after the replacement cabinets were built and delivered incorrectly, 3 times in total. After the initial mishap, Block took a month to identify a replacement, which was subsequently delivered incorrectly again. The final piece of the kitchen cabinetry was delivered nearly 2 months post initial groundbreaking. We essentially had a demolished kitchen for 2 months, that was not usable AT ALL and a final kitchen available to us nearly 4 months after groundbreaking. Due to the different fabrication of cabinets, there is color mismatching, doors that don't line up or fit properly, etc. In addition, we were sold much more cabinet space with blocks initial design, and was delivered well short of that when block realized their measurement mistake. Had the kitchen not been already demolished, we would've likely gone with a different design/service. Block stored all incorrect cabinets in my garage for nearly 2 months, after repeatedly asking for them to be removed. This occupied already valuable storage space since the kitchen was demolished and we had nowhere to store things. I urge you to read through the timeline that was provided in detail, as is appears you have not. This entire project was poorly project managed, poor vendor coordination, and clearly poor accountability on the company. The "discounts" nowhere near compensate for the poor experience delivered. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  

  Business response

  06/30/2022

  Dear ****,

  We understand that under the best circumstances a renovation can be a stressful experience and here at Block we aim to do everything possible to ameliorate that feeling. Following the discovery of design oversights on your project, we worked tirelessly to troubleshoot issues and manage multiple vendors against the backdrop of problems arising from the global supply chain disruptions. Because homeowner satisfaction is of the utmost importance to us, we offered a significant services discount in good faith recognition that your experience could have been smoother.

  Additionally, you were credited for the cost of all incorrect cabinetry that was delivered to your site. Having an unusable kitchen for any duration of time can be difficult, but the average kitchen renovation takes 7-9 weeks as we discussed throughout the lifecycle of your project and we are glad that despite the rework necessary your kitchen was substantially complete & fully functioning 8 weeks after your break ground date. If you still believe you are having issues with your cabinet doors, we are happy to send out a contractor to review it as we have informed you multiple times.

  Warmly, 

  Block Support

*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. ↩