ComplaintsforKitchen & Bath Source LLC

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  on 9/25/202 my wife went to the showroom to look at new kitchen design and cabinetry. At that time she made a $15,000 deposit and that was followed by someone coming to our home to measure. When we reviewed the drawings, they were not right. After numerous calls and showroom visits, someone came to the house to remeasure. The measurements were found to be off by 10 inches on one wall. This was in December 2020. We never heard from anyone until Febuary 4, 2021 asking if we could come in and finalize. We were both ill during the month of February 2020 and at this point we had serious reservations about continuimng, with significant additional costs with this firm. My wife wrote them a letter dated 5/5/2021 to the owner, *****************************. It went unanswered. I wrote him, via certified mail on 8/13/2021. In that letter I requested a discussion to settle the matter by:1) providing a full refund 2) providing a refund of reasonable expenses 3) provide a timeframe to complete the work This letter was never resonded to as well I have made numerous calls after the written correspondece into this year. Were it not for a gross measurement error on their part and terrible follow up on their part this job would have been completed. In my view, I can only conclude that they took a $15,000 deposit, made a measurment error and ignored us from that point to now. Not the courtesy of a response or delivery of services.

  Business response

  12/06/2022

  We request that paperwork be provided by *************** so that we can review the matter. 
  

  Customer response

  12/15/2022

  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:
   
  
   I have attached aletter I sent to KBS 8/13/2021 after numerous calls and prior written correspndence. It shows a patter of simply ignoring us. By the way the letter sent 8/21/21 was sent Certified, and never responded to. 
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  **** ******

  Business response

  01/19/2023

  The letter is not the binding agreement *** ****** would have been given. 
  He must have a signed contract and set of plans for his kitchen.  The terms are clearly outlined with in the his signed contract.
  
  Please have *** ****** provide the signed contract, sales order and plans in an attachment.
  -Again, the letter was never received by our office and is not the signed agreement.

  Customer response

  01/23/2023

  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:
  [Your Answer Here]The "letter referred to by the business was actually two(2) letters dated 5/5/2021 and 8/13/2021. They were attached to my most recent comments. Today, I attached the Return Receipts for both letters. I am at a loss as to how the busness never received them. I believe the signed contract the busness refers to is the one executed, with plans, on 9/20/2020. Aftter numerous attempts to contact the business regarding a very large measurement error that we discovered, a new contract , with the corrections to the prior error was sent, dated 1/4/2021. The copy I have notes the same $15,000 deposit, is signed by by the business but not by us. Below, I list the dates and occurances that are outlined in our 2 letters that point to substantial measurement errors, numerours attempts to contact management by email and phone that were ignored, that point to what started as an honest error, followed by failure to deliver adequate, professional customer care, translating to pure negligence. We would have completed this purchase had not all of this occurred. The business's lack of respect for us and brought us to the same conclusion of any reasonable person. We undertsnad that anyone can make a mistake, but the sequence of events that followed that mistake have changed my view. We are Senior Citizens that take exceptionto being treated like this. Here is a summary of events:
  
  9/20/2020 - initial agreement and $15,000 deposit
  
  9/28/2020 - Initial meaure of jobsite by Jessica (subsequently found to be wrong)
  
  11/2/2020 - **** met with ***** *******
  
  11/9/2020 - **** askede for options, in writing with a re measure
  
  11/13/2020 - **** spoke to ******** who said ****'s numerous emails to ***** never reached him because of a Servor Erros. **** asked ******** to resend them to *****
  
  11/18/2020- **** called ***** ******** was told he was out sick. **** again requested a remeaure
  
  12/2/2020- **** called again to speak to *****, per ******** he was not available. **** asked ******** to have ***** send, in writing confirming a re measure for 12/7/2020
  
  12/7/2020 - finally re measure done and confirmed **** was correct, measure off 10 Inches on one wall. Gentleman that did the re measure said the person that did the initial measure no longer employed at KBS
  
   
  
  NO FURTHER COMMUNICATION FROM KBS UNTIL 2/4/2021
  
  2/2/2021 ***** ******** wanted **** to come in to finalize
  
  2/4/2021 to 4/29/2021 no further contact by KBS
  
  4/29/2021 **** requested a refund of deposit, offering options for time spent, etc. ***** ******* res[onded to this by saying there would be no refund
  
  5/4/2021 ****'s Letter Certified return receipt
  
  8/13/2021 **** Letter Certified Return Receipt
  
   
  
  Numerous phone calls by me to the business. None returned
  
   
  
   
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  **** ******

*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. ↩