ComplaintsforDream Baths and Kitchen Kraft

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Start Date: 10/19/2020 – majority of the work completed 1/8/2021. We have worked with them through July to try and resolve issues. We did not sign the final punch out list - starting warranty. Amount Paid: $66,335.98, beyond this amount additional payments made for items that were missed. Task: Complete Kitchen remodel, replace floors in the living room, Dining room, capping steps to the second floor Work not completed: - Floor and cabinets not plumb or leveled (page 6 & 8 of specs) - 2 different colors of grout used on backsplash - Dry wall on peninsula damage when the countertop was replaced on July 6, 2021, Kitchen Kraft employee was supposed to be present to fix any issues and did not show. - Ceiling is not flush to the wall - Chipped tiles used on the kitchen floor - Broken Tile used on the backsplash and filled with dark grout - Imperfects/Damages on cabinet faces – emailed asking for updates multiple times - Capped steps have large gaps on many sides We have tried emailing to resolve issues from May to July with no resolutions. Throughout our entire job, we had to project manage a lot of the work because communication was lacking, and things were not done in the way they were specified from the beginning. When major changes that were problematic occurred, they were not communicated. This is part of the reason we started communicating via email and documenting our conversations via email, we wish we would have done this from the beginning. We knew that this would be a large undertaking for our family however there were many aspects that created extra emotional distress and time away from our jobs to make sure the job was completed. Our family has had a lot going on the last three months and at this point, we feel the BBB is the only option to help resolve unfinished/unsatisfactory work. Please see attached PDF for additional info.

  

  Business response

  10/26/2021

  Kitchen Kraft's position on this complaint is that we absolutely disagree with this client.  They are fully aware of the process to gain service from our company. They have a contact name and phone number and have not contacted that person since March of 2021. 

   

  We have expressed this to the client multiple times and also provided answers to resolve the issues they have requested addressed.  And also the avenue moving forward if they are in need of warranty service. 

   

  This project has been completed in full and has been paid and acknowledged by final payment.  We have been very helpful on letting them understand our position and what we would be willing to do moving forward.

  I would suggest mediation if the client is not understanding/accepting our position.

  Thank you.

  Customer response

  10/28/2021

  The response from Kitchen Kraft is exactly why we felt mediation was the best way to finally get some resolution. We are aware of how to gain service from their company it has been something we have tried to do from January to June with limited resolution.

  The comment that they have not heard from us since March is incorrect, please see the screenshot of some emails between us and Kitchen Kraft from April to June “Screenshot of emails”.

  Also, from our original complaint to the BBB, Chris S**** told us over the phone on June 21, 2021 “We are done with you, we will be there when the counter is replaced but after that, we are DONE.” Again, they did not show up the day the counter was replaced on July 6, 2021 leaving broken drywall around the countertop.

  
  Regarding the comment, Kitchen Kraft made “This project has been completed in full and has been paid and acknowledged by final payment.”  Kitchen Kraft employee Rita T******* notified us on March 8, 2021  stating their production team told her our final payment was due. We were hesitant to make this final payment because our punch list still had not been completed but wanted to stay aligned with our contract. As you can see from the photos provided this project is not complete.  
  
  Regards,
  
  **** ************

*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. ↩