Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cabinet door fell off and hit my foot. Their auto message machine did not get me a response. Noone called to set up a repair at all. They suck!

  

  Business Response

  Date: 11/07/2023

  We want to extend our apologies for the less-than-ideal experience you had with Kitchen Magic. We regret any inconvenience and frustration our service may have caused you. We acknowledge your concerns, particularly regarding the communication and our response to your repair requests. Upon thorough review, we have identified that the primary issue stemmed from incorrect contact information in our system. Although we did have some phone/email tag, we know ***** spoke with you and checked to make sure your foot was okay (happy that it is) and that the door was not damaged.  We had a visit for service scheduled on 10/27 which we did complete to rectify this.  

  Again, we apologize for the error with the initial communication and the resulting delay in connecting with you. We hope that the you are pleased with the service that resulted.  We are happy to service our customers and pride ourselves in responding in a timely and courteous manner.  We hope we have restored your faith in our services.
  
  Sincerely, 
   
  Customer Service Manager

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March, 2019 I paid Kitchen Magic $35,221 to renovate my kitchen. About two years later I noticed that two of the doors were peeling at the corners, Kitchen Magic replaced the doors free of charge. In February of this year the same two new doors were peeling. I contacted Kitchen Magic and was told that since it was longer than 1 year since replacement I would have to pay a $200 "labor" fee. The technician installed the doors-he was here less than an hour-and while here found another door peeling. That door was ordered and again a$200 "labor" fee for 1 door. This kitchen was done in 2019 and in 4 years 5 doors have failed. I am certain more of these doors will peel and I will be charged #200 each time. I shouldn't have to pay for Kitchen Magic's faulty product and I don't have any alternative.

  

  Business Response

  Date: 04/04/2023

  Thank you for bringing your concerns to us and involving the BBB as well. 

  As we confirm that we have provided several replacement units around the stove area, we are concerned that the heat is contributing to the cause of the issues.   Our customer service manager will be contacting you by tomorrow to set up a courtesy inspection of the full kitchen.  

  Thank you again for contacting us to afford us the opportunity to correct this for you.

  Sincerely,

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2021 we signed a contract with Kitchen Magic to reface our Kitchen and build a new Center Island. The agreed price was $25,500.00. Final price was $25,890.00The work was started on September 13, 2021 and was completed on or about September 20, 2021. During that time, we had many conversations with Kitchen Magic with many issues that were needed to be addressed. We had stressed that there were items that needed to be corrected. We spoke to an Employee Jodi-Ann many times. we were set up with an appointment for someone to fix the imperfections. Well to our surprise no one showed up. I spoke with Jodi-Ann on March 30, June 3, June 6 and the last time being June 13th 2022 about this. We do owe Kitchen Magic $390.00 for an addition we had added. On our last conversation we were told to pay this amount before someone would come out to our home and if not paid, we would also void our warranty. I have attached all corresponding documents and await your reply. Respectfully submitted.

  

  Business Response

  Date: 10/07/2022

  Thank you for contacting us to arrange for final resolution of this project. Please see a summary of notes from our file:
  The project was completed on 10/28/21.  
  
  On 10/29/21 the customer advised our project coordinator that they were mailing a check for the balance owed of $390.  There was no reference of any concerns at that time. We have signed documentation that the project was complete, and they were satisfied. 
  From November 15, 2021 through January 12th of 2022 there were numerous calls and emails sent to our customer from our customer service manager, Jodiann as well as our accounting department attempting to collect our final balance.
  On January 19, 2022, we sent a demand letter to our customer. This was provided almost 90 days from completion in a final attempt to settle the account.
  On 1/24/22 we received a call from the customer advising that they found some issues.  It was explained that since the project was completed in October and full payment was not received, the warranty was not yet in effect. It was explained that the warranty will cover the challenges, but the final payment must be made.
  
   We question why the final balance check was not submitted on 10/29/21 as promised by our customer.  As well, we wonder why after much effort on our part, we did not receive a response until a formal demand letter was submitted to them.   
  
  We wish to resolve this matter amicably and propose the following:
  
  We would like to conduct an inspection/service of their project as soon as possible.
  We are willing to set this appointment with the mutual agreement that they will submit a check or credit card payment during that visit.
  As a gesture of good faith, we extend a $150.00 reduction of the balance due bringing the balance to due $240.00. Once this payment is received all contracted warranties will be activated.
  
  We appreciate the assistance of the BBB in this matter. 
  
  Please let us know the next steps to resolve this. 
  Tell us why here...

  Customer Answer

  Date: 10/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:We were told that a rep was coming to our home back in October and no one showed up. The check list of faulty work was given to their representative and was to be addressed the following day. Nope. They called us and told us the balance needed to be paid before someone came

   How can you trust a Company like this! If all faulty work is corrected to our satisfaction, we will agree to the payment that they have agreed to in their previous correspondence to the BBB
  
  Regards,
  
  ***************************