Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contracted with Kaz 7/2023. - design/planning process flawed - they didn't include functional spaces like a dining area, had the dishwasher a significant distance away from the sink, didn't fully explain the concept of allowances and how basic their supplies started at - extremely poor and aggressive customer service - poor workmanship - they had to redo the drywall/ceiling/replace molding and trim/replace damaged doors they installed, they had to do the backsplash twice because the first install was crooked in multiple places, they redid the flooring because it was separating, they forgot to drain our furnace so it leaked onto the attic floor for a week, causing water damage to our new bathroom ceiling, they installed a defective bathtub or installed it incorrectly, minimized our concerns regarding the kickplates around cabinets, blamed a "wavy floor" for the flooring issues - the company provided their contractors with an outdated floor plan -their poorly designed floor plans created additional costs to us with very little movement towards our goals for renovation and created multiple delays - the company left us with the impression that as long as they "fixed" everything, our frustrations with the cost of the reno, the length of time of the reno, and disruption to our lives was negated -the reno was quoted 6-8 weeks. They started demo May 5th and walked out of our house for the last time on Nov 1st - the overall completion of the job was not worth the cost of the project - they have not completed final walkthrough but demanded final payment - we paid an outside painter 5k to paint our new rooms before seeing the poor drywall work. Their contractors had to redo every room of the house and then provide their own painter - the contractors damaged our new countertop when installing windows. We have to deal with the flaws now. They gouged our new refrigerator and had to replace the door 2x - the contractors caused damage to several areas of our new cabinets

  

  Business response

  01/03/2025

  We received payment earlier this week and we will be reaching out to schedule a visit. To our knowledge, most of the items Mrs. ********* sent pictures about have been addressed. We have also replaced the floor however, with the home being an older home, there will be imperfections as a result. Items that may not be able to be fixed.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Kaz , walking their their home representative , through my house. I explained what I wanted done. Really explained. Nothing I asked for has been done. My bathroom has been piled with items that I did not want. What I explained that I wanted done has not been done. I have already given this company over $60,000. They want more money to do the correct job. It appears that their representative, Lisa, did not care what I asked for. She just started running up charges. The representative lied. At no time did anyone check how the job was going. Giant rip off and six years of my retirement savings. Very dangerous and conniving company. The job was supposed to take three weeks. It is now five months. Nothing to meet my specs has been done. One of the company reps is pressuring me. I am at my wits end. I haven't even been able to celebrate Easter or see my family. We are living out of the old bathroom drawers. Apparently to force me to pay more money.

  

  Business response

  06/16/2023

  We have been in touch with Mrs. ***** and have waited for a response. This is a summary of the project to date: Contract signed on 4/12/2022 with new bathroom layouts. On 8/4/22 Mrs. *****   signed off on all materials and designs as per our records, We ordered everything accordingly. Design was different than her existing layout. We worked on her property for 4 weeks 3/13-4/17  It’s a very large bathroom and a lot of work, not six months The delay with this project is the client being decisive about what she wants to change. She has stopped all work regardless of how hard we try to accommodate her. As we on the final stretch to complete the project  Mrs. ***** had an issue with the height of the vanities after they were installed for over a week, The issue was the height which are standard height  we offered to cut them down and notified her the kickplate at the base will be low. We never could get this resolved with her. This is when the project came to a stop. We had already scheduled the custom vanity top, She told the fabricator to leave at a cost to us of 200.00. Mrs. ***** notified us that no one was allowed at her property. We spoke with her on the phone and she had us meet her at *** ******* in Boston as per her request on 5/12/23. She discussed what she did not like for about an hour and a half. My discussion with her was that we have done the project as we contracted with her and if there is something she did not do as per our contract we can address it. If it is a change of scope of work  I have to see what she was talking about and made an appointment with her  to go there. Met with her on the 17th of may at her home.  Before we met with her she called the office and told us don’t come to her house without a dumpster and a crew to rip her cabinets out. She was very erratic, She said she wanted all her cabinets ripped out and redesigned to the original bathroom she had. I told her this will be a cost and She will need to sign a change order stating this as well as come to our office to redesign the area. She still wanted her cabinets ripped out immediately. Before this was written we received a call from her on May 18th in the evening telling us she wanted a temporary sink, lower the shower head, and some other items. She was asked to make a list of her requests and send them to me so we could incorporate the list in the change order. We did not hear from her, tried calling her and eventually send her an email on  6/8/23 asking for a response She responded by email finally on 6/14/23 and put a complaint on ****** 30 minutes later Her request was to have the project done by July 7th she wanted to speak with one of our Production Assistants only from our company to handle small jobs that need to be done.  We have tried to communicate and accommodate her but communication from her end has been slow. She did sign off on the design which was different than her old bathroom layout. Her attitude towards us and our workers does have us concerned that we may not be able to resolve her issue. We have offered her 3 options in order to resolve her complainants and are waiting for her choice.  

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