ComplaintsforKitchen Saver

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had cabinets fronts, drawers inside of cabinets, and crown molding around said cabinets installed (Job #******* (Installer's name, Ridge). One of my cabinet drawers will not come out without damaging the new cabinet door, all of the doors "fly" open and hit the closed cabinet doors next to the opening cabinets, one of my cabinets is peeling, and my crown molding is coming apart. I reached out to my sales person (Jordan Hammond) on 08/22/2022, who advised me to contact the Project Manager Mike S******. I contacted him within the week following the completion of my project (completed on 08/15/2022). He told me he would back to me to schedule a time to come out to see the issues. He never came out so I called him again and this time he advised me to take pics and text them. I did as asked on 09/21/2022. The next time I heard from him was 01/09/2023, which is when he asked me to take pics again, along with a video. He said on that date, that he would need to get with his supplier and would get back to me. He finally responded on 01/30/2023 saying that he would get back to me to schedule a time to come out. Still no word from him. I have paid the balance in full as billed and agreed, but I have faulty parts/materials, cabinets that don't function well, and a bad project manager.

  

  Business response

  04/19/2023

  This complaint ID ******** was sent to the maryland office in february and we resolved it at that time. On 2/27/2023 we completed a service ticket and resolved all of the customers concerns. tech Jared went to the customes home to complete the work. I spoke with her directly during the time frame we worked the case. 2/24-2/27

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had a consultation with Kitchen Saver on July 21st. We originally thought the price was a little much just to do refacing but decided to move forward. Our Sales Rep went over everything except informing us that we only had a 3 day cancellation period. After some more thinking we decided it was too much for what we were getting and decided not to move forward. When the guy called on Aug 1, 2022 to schedule the appointment to come out to do the measurements that's when I told him that we changed our minds and he said he would let the cancellation department know. Later that evening received a call from the Sales Rep about us cancelling. I explained after some more thinking we decided it wasn't feasible to do right now. That is when she stated we had a 3 day cancellation period. I then stated to her that she never informed us if that and she said it was in the contract. Now mind you the contract was on her laptop and we still have not received a copy of the contract. When she stated it was in the contract I said to her but you didn't verbally say it. You explained everything else. She then stated that she would get it cancelled. I then received a phone call on Aug 2,2022 from the Regional Vice President about cancelling and I informed him the reason and he said we had a 3 day cancellation period and I informed him that the Sales Rep did not verbally inform us of that. He also stated that it was in the contract and I informed him that is understandable but you still need to verbally inform customers. He then stated that we would have to pay 33% of the contract to cancel due to they have already pre-ordered supplies. I became upset because I feel they are trying to force us to do the project. Other thing how can you order supplies when you don't have any measurements He spoke to my husband today and is still trying to say we need to pay the 33%. I read a review similar to ours and her contract was cancelled. They have not any work we just want it cancelled.

  

  Business response

  10/21/2022

  we issued the refund for the customer on august 9th. This issue was resolved at that time. 

  Customer response

  11/01/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ****

• Initial Complaint

  12/15/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On October 30, 2021 I had a sales rep come to my home and we went over my kitchen, I choose to reface my current cabinets only. He told me they wouldn't be able to start until January 2022, which was no problem due to upcoming Holidays, he also advised another person would come with in couple weeks to get exact measurements, which did happen. On November 22, 2021 is where everything that was stated in the sales pitch goes bad, the guy who came to measured my cabinets states "we will be in contact for your install in May 2022". Excuse me, I was told January 2022, I would of never EVER signed a contract to wait seven (7) months to have the product installed, (although contract says install within 24 weeks, sales said its required-wouldn't of signed again without sales reassurance it would be January 2022) especially with the deposit over 1k with the contract. Contract gives three (3) days to cancel, why would I if I believe January 2022 is my install. When I showed the tech at my home I was dissatisfied with the May comment, I was told call my sales rep, I did & email him. I also called customer service who says I need my sales rep, they will email him. My sales rep eventually calls me later that afternoon, I tell him what the guy stated about the May 2022 install. He stated he would call his boss and the install manager. Next day get text that he is still waiting to speak to someone. December 6, 2022 send text message to Sales Rep no word from him, at this point just cancel my contract give me back my deposit, I cant speak to no one but Sales Rep, whom has to talk to so and so.. December 8, 2022 get a text back from sales rep stating spoke to my people they can move your install up, but NO DATE GIVEN. This is NOT WHAT I WAS PROMISED...at all. December 13, 2022 someone calls me to say "hey measurements are being sent to start on your materials", I tell this person NO ONE can give me a date? Once again told you have to talk to you sales guy. What?

  Customer response

  01/24/2022

    Please be advised, after no contact and further communication with Kitchen Saver, and several attempts, I was finally able to speak with someone, he cancelled my contract and agreed to pay me my deposit in full due to the lack of communication within his company. Attached is the letter to cancel the contract and refund my monies. I did advise him on my current complaint with BBB, but doesn't look like anyone from that company responded to this either, I did agree to take down my complaint and show it is resolved.
  
  Not sure how else to notify you that they agreed to resolve this per my constant calls and trying to get answers for the past 6 weeks, finally got a real person whom would talk to me.
  
  ****** ********
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My kitchen cabinet reface project was started on May 24, 2021 and today is September 2, 2021. My project is still not finished, even though I was charged in full about 2 months ago. I have called the install manager, Mike, numerous times and have left messages, but his follow through and communication are non-existent to extremely poor. My salesperson, Jordan and installer, Jacob have been terrific. Jacob had to work through many issues due to very inaccurate measurements taken by the "measurement guy". Due to poor measurements, 2 doors were the wrong size, 3 doors were drilled wrong, 1 drawer front was the wrong size, and 1 complete drawer was wrong. Most of those were corrected quickly, but I am still waiting on the complete drawer as it was also wrong the second time. Also, to begin the project, they called just 1 business day before it was to begin and postponed it 2 weeks, BUT showed up anyway!!!

  

  Business response

  09/09/2021

  In August 2020 customer requested installation to be delayed until late spring 2021. Job was scheduled for installation of 5/24/21 and was changed to 6/7/2021. Through an internal  miscommunication installer did go out on the original date of 5/24 per the customer statement.

  There was damage to one cabinet in shipping that was discovered only at installation. And the measurements were incorrect causing items to be reordered. A complete service of all items was completed on 6/14/2021 to customer's satisfaction. There were no further notes to our warranty department until 8/5/2021 where customer issued a need for 1 drawer box to be replaced. That item was ordered on that date and we are awaiting its delivery and will schedule an install date when received.

  Customer response

  09/22/2021

  The project is still not finished.  4 months now and still waiting on the final drawer.
  

*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. ↩