ComplaintsforRevelare Kitchens

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had contracted with Revelare Kitchens after scheduling and receiving a quote in the Wilkes Barre, PA **** *****. The sales person who came out was wonderful, the only complaint I had was he never suggested any changes. He suggested the cost of the kitchen as it already was just with new cabinets. The cabinets had been installed the end of August 2022/beginning of September 2022. We did an inspection prior to the installer leaving and we needed two cabinet doors replaced. There were visible marks on the doors. The installer had told our Regional Manager and they ordered two new doors. Needless to say only one door has been replaced since then and we are continue to call anyone that we can at the company to get the other door replaced. They have been out a total of 3 times, all of which ended up with one of our cabinet doors not being replaced. For the amount of money paid the door should have been perfect and replaced 1000 times over by now to keep their customers satisfied. I continue to call the complaint line and NO ONE returns my calls even though I ask them repeatedly to expedite my request. The regional manager for this region is a joke and has not returned any calls. Please beware of any dealings with this company as you will not get the customer service you should for what you paid for. Not to mention its been almost a year and I am still waiting for the damaged cabinet door to be replaced. Continuing to call the complaint line daily.

  

  Business response

  08/18/2023

  First, we would like to express our deepest regret that ********************** experienced a less than satisfactory experience when requesting a service. We are glad that our Project Manager was able to get a tech out to clean the cabinet doors with denatured alcohol to remove any marks on the doors. If ********************** needs any further assistance in the future, we are ready to assist. 

  Customer response

  09/01/2023

  The complaint was completed. However there has been no contact from Revlare in regards to WHY it took 9 months to complete our kitchen. Not to mention the tech who came to install the pantry door was given the incorrect door to install. This was the issue for countless times.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After just a year and a half, the cabinets began to show significant manufacturing defects, yet the company responsible for the installation has been unhelpful and unresponsive throughout the entire process. The cabinets started to exhibit various defects, including peeling laminate, discoloration, and warping. It was evident that these issues were a result of poor craftsmanship and manufacturing defects. With the hope of finding a resolution, I contacted the installation company. To my dismay, they promptly shifted the blame onto the manufacturer, stating that they had no control over the warranty claims. According to them, the manufacturer denied the claim, dismissing the defects as "wear and tear." This response is not only disheartening but also infuriating, as the cabinets should have lasted well beyond the short period they did. The manufacturer's denial is a bitter pill to swallow, especially considering the cabinets are still within the three-year warranty period. Even if the manufacturer were to accept the claim, the installation company's labor warranty is limited to only one year. Consequently, I would still be burdened with the cost of labor, even for a product that is clearly defective. Compounding the issue is the fact that past employees of the installation company are no longer available, leaving me to deal with someone who lacks any real incentive to rectify the situation. Their lack of concern and unresponsiveness have further aggravated an already frustrating experience.

  

  Business response

  07/10/2023

  First and foremost, we want to express our deepest regret that ****************************** is experiencing service items in his kitchen after his install in 2020. We did receive **. ************** request for repair and submitted the damaged items to the manufacturer for repair; upon receipt, the manufacturer determined that the issues were caused by water damage and customer-use, which is not covered under the warranty.
  However, Revelare has offered to repair the pictured areas at no additional cost to the customer as a one time courtesy outside of warranty. This has been communicated to ******************************, however, we have not heard back from the customer to move forward with this service. We will keep his service ticket open for another 30 days before closing it. 
  
  

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021, Revelare kitchens came to reface our cabinets. It's not the quality of their work. So much as the laminate they use and the drawer closures that they use as well. The laminate has scratches and scuffs that you can see in the light. And the soft closing door hardware pulls really hard when you go to open it and you have to shove it to have it shut. Originally they said this could be adjusted but then they said no. That is just how it is. So obviously it's cheaper stuff because I felt other people's drawers and they worked much better. We paid about $18,000 for just re-facing the cabinets, and drawers. And they switched two appliances around but we had to pay the electricians for that. It seems like the edges of the cupboards should have been finished better as well. And I also think that they got us the wrong color of the laminate. Originally they didn't order enough of the one color because I used two colors. But then they did make that right but they had to come back to do that. The man who was here doing the work said I hope I don't have to come back for anything else because I don't get paid for this part of the job! totally unprofessional! I mentioned this to the company several times and they said nothing as an apology or acknowledging that it was wrong to say to a customer. The caulking is also messy in areas. been back and forth on the phone with them several times, they came out and did a little but didn't fix the main issue, the scratches and the hardware not working right. offered to come out and check things out if we paid them. I feel that when you spend that much money, they should make things right that weren't right from the beginning with no charge. I asked them if they would give a couple thousand off instead and they offered no refund at all. It's a 2-year interest-free loan, the remainder of the balance is to be paid off soon. I take care of my mother with dementia, or would have filed the complaint with you sooner.

  

  Business response

  07/11/2023

  We would like to express our regret that **************** has not had a better experience with her kitchen installation.
  Revelare Kitchens is aware and has been in communication with **************** on the issues she is experiencing in her kitchen. We have conducted numerous site and service visits to address soft close mechanisms on the hardware. It was determined that everything is working properly; however, **************** was under the impression that the soft close mechanism speed could be controlled and changed, which is not the case. The mechanism simply prevents the doors from slamming shut.
  ****************** new kitchen design called for her dishwasher to be relocated from the left side of the sink to the right side of the sink. Revelare Kitchens is not a plumbing or electrical contractor. We provide new cabinets, countertops, and backsplash. Again, we regret that there was an additional cost incurred by the customer; however, ********************** is transparent at time of sale, measure, and installation that we do not do plumbing or electrical work and if the customer would like to have that done as a part of their remodel, they will need to outsource to a contractor that has the proper insurances and licensing to do so. 
  **************** brought the scratched laminate issue to our attention recently. The scratches were reported approximately 3 months ago, about a year and a half post installation. Due to the scratches being reported during this time and not at installation, they are not covered under warranty as it is under the assumption they are customer caused due to the delay in reporting. Nonetheless, our Project Manager has offered to do these repairs at cost to ****************. The customer was not satisfied with this response and we have not heard from her since.
  We stand ready to service the customer and provide her service at a discounted rate.
  
  

  Customer response

  07/14/2023

  [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:
  Well they have it wrong about the dishwasher.  That wasn't moved at all it was the stove and the fridge but that's not the issue.  The issue is mostly the scratched laminate and that they got the wrong color laminate.  I had brought up the scratches a long time ago not just three months ago bc one of the men tried to scrub them off once.   It made them a little less visible but they are still there.   And the unprofessionalness of the worker who said that he doesn't have to come back because he doesn't get paid for that is pretty pathetic.  And I brought up that I believe it was the wrong color but they ignored that complaint.  I thought maybe it just looked different at first but then I was told on the phone that there were 2 different colors with similar names.   I said I ordered the brown but not gray. I don't even like gray. I wanted the brown to match the wood trim in the house.   But at the time I found that out everything was already installed and we were in the process of moving my parents in. So I just figured I would live with the gray. But I do truly believe that they ordered me the wrong color.   And then offering to switch it with us paying more to me isn't good customer service.   I guess they're not going to try to make anything right but I'm just not going to recommend them to anyone.  And I probably will share my experience to my 1800 ******** friends.  ??. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started a cabinet resurfacing job with the service provider in October and the job has not been completed as of 5-8-2023. The service provider informed the company that we are utilizing to finance the job that the job is complete, but it is not. We are currently being requested to start submitting payments for the job, but I do not want to do that until it is 100% complete. I am looking for the service provider to inform their financing company that the job is incomplete and that I should not have to submit payment at this time. This has been very difficult to accomplish working with the service provider. Any assistance would be greatly appreciated.

  

  Business response

  05/26/2023

  First and foremost, we want to express our sincerest regret that **************** did not have a smoother experience with his project. Additionally, we have determined a final punch list of outstanding materials with **************** to complete his kitchen project. Our project management staff has been working closing with **************** on updates for this service. We have also offered to refund **************** for one months payment and interest on his kitchen project loan. 
  We will continue to work diligently with **************** to make sure his final service is completed to his satisfaction. We trust that this response adequately addresses the registered complaint.
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Revelare Kitchens on August 11, 2021 to have new kitchen cupboard doors installed and a new countertop. The price for this was $21,277.00. The work was supposed to begin in December 2021. I had a "carpenter" come the week before Christmas and there were several problems. The drawers did not fit properly and the carpenter had a lot of trouble getting them to fit. One of the drawers still does not open properly. He had the wrong door handles, a door that did not fit and he did not have the glass doors I had ordered. He had to come back several times to try to fix the problems. It is now January 2023 and I still do not have a cupboard door that fits properly and the sliding drawer does not open. I have called many times but very seldom receive a call back. In August 2022, ****** the regional manager, came to see the problems. He told me that this would be considered a work in progress and that he would order a new door that would fit as well as a new sliding drawer. I called to find out the status of the order and ***** told me the new door had come in but it was damaged and they would have to order another door. It is January 2023 and I still do not have any answers. I called Revelare Kitchens and spoke to ***** on 1/6/23. He told me he would check on the status of the drawer and cabinet door and call me back. I have not heard from him. I have called several times to request a call back but no one has called me. I regret using this company for my kitchen remodel and I would like to be reimbursed for the work that is not done. The cabinet door does not close. I was excited about my kitchen remodel and now I am really disappointed. This has been a very stressful experience and I will not recommend this company to anyone. I feel that I have been ripped off. I need to have these problems fixed. I am hoping that the Better Business Bureau can help me to get some answers.

  

  Business response

  03/03/2023

  First and foremost, we would like to extend our sincerest apologies to **. **** for not having a smoother overall experience with Revelare Kitchens. Our project management team was in contact with **. **** at the end of January and early February when a service to address all punch list items was scheduled for 2/6/2023. After the February 6, 2023 service was conducted (completion certificate attached), **. ***** project was closed out due to a satisfactory service. Although we have not heard from **. **** since that time, we have reached out directly to her via phone call upon receipt of this complaint. As of March 3, 2023, we have not received any correspondence from **. **** back but will attempt to reach out further to gain any additional insights as to a potential new service. 
  We trust that this response adequately addresses the registered complaint and will continue to update upon hearing back from the customer. 
  
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed with the company's vendor to redo my kitchen in September 2022. I was quoted that day with a promise to redo my kitchen, move appliances, and install new drafts. However, my project has had 2+ change orders with changes from the original contract agreed and quoted, now more mobile devices, more under sink cabinets, new crown molding spec changes and many more others. I waited until January 2023, before calling to check if they were canceling or continuing the project. I was then told that our materials had arrived since the beginning of December and that they were going to plan to install them. The installers arrived in mid-January and started the project, but couldn't finish because all the materials were mismeasured and didn't match my kitchen. A new order was placed after I complained to the district manager and the company. however, we waited another 3 weeks before the new materials were delivered and scheduled for installation. The installer came on Feb 18 and installed the missing parts, but did not replace a broken cabinet door. I contacted the company on Monday, but instead of correcting the error, they contacted the bank for payment, stating that the project was complete. I refused to authorize the payment and called the bank on February 21 to complain about the whole ordeal. The company has not revised its initial estimate although my initial scope of work has been modified and many improvements agreed with the sale person are no longer carried out by the company. I was bullied, abused and disrespected by the district manager named ******. the sale person who signed the contact with me is no longer accepting my calls or answering my texts and emails. I am okay to authorize payment in full if the project is completed in accordance with the scope of work agreed to by me when signing the contract.I need help and help.

  

  Business response

  03/13/2023

  Revelare Kitchens is in receipt of the aforementioned registered complaint. Prior to receiving this registered complaint, Revelare Kitchens has been working with ******************** on the completion of his kitchen remodeling contract. 
  *** ******** kitchen installation took place from January 23, 2023 through January 27, 2023. At the conclusion of installation, it was determined that 13 kitchen doors and one drawer needed reordered and reinstalled due to measurements. Additionally, through communication with ******************, there were some cabinet seams and joints that needed to be repaired in addition to crown molding. All items were re-ordered and a subsequent service was set for February 18, 2023. 
  The February 18th service was conducted and the attached service completion was signed by ********************; at which point, Revelare Kitchens requested the final balance of $44,930 to be paid by the financial institution backing **. ********* loan for the completion of the outlined contract. 
  ******************** reported a manufacturing defect on one of his cabinet doors on February 20, 2023 and asked that his loan not be paid in fulfillment of his contract until that door was reordered and reinstalled. Revelare Kitchens has reordered that defective door and currently has a ship date on that piece set for March 15. A final service will be scheduled once it is received.
  ******************** makes several claims in both his Attorney General Complaint as well as his BBB correspondence asking for help in resolving his project. Revelare Kitchens has made every effort to resolve all outstanding items in the contract and has not at any moment acted disingenuously or operated outside of the outlined contract. I have attached several screenshots of text message and phone call correspondence to ******************** that has gone unanswered. We deeply regret that ******************** feels that we have not been responsive, communicative, and fulfilled the contract to every detail; however, we trust that this response as well as the attached relevant documentation adequately addresses the registered complaint.
  ******************** has been updated via voicemail, text, and email on the status of his final cabinet door throughout this project and we will continue to do so. We will also provide the Attorney General’s office an update at the conclusion of the final service.
  Please do not hesitate to contact our offices directly should you require any additional information to satisfy this complaint.
  
  

  Customer response

  04/06/2023

  [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:
  
  Regards,
  
  *********************************
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They tell you you have 3 days to cancel. Trying to cancel and its a invalid email address and if you mail it it will take more than three days to get there.

  

  Business response

  11/04/2022

  We spoke with **************** on November 1st in receipt of her cancellation request and cancelled her project. Subsequently after receiving this BBB complaint, we spoke with her again to verify that her contract is in fact cancelled.

  We trust that this response adequately addresses the issued complaint.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/26/22 a representative from Revelare Kitchens came to my home for the purpose of providing a proposal for cabinet refacing. During the presentation of the process by sales agent Kim numerous statements were made regarding installation methods, workmanship, quality assurance, material quality and cleanup. These statements were taken as truthful representations by myself, and were witnessed by others. An Affirmation of Work and Specifications was prepared by the representative and signed. Several months passed and the refacing work was scheduled and performed on Sept. 16 - 19. Upon returning to the unit the installer tried to show me what was done, which was totally not was expected and very sloppily performed. I was so upset that I could not stand to look at the mess and wanted installer to leave immediately. The installation was not completed, and the installer even had to look through garbage for cabinets handles that were not installed. At that time installer left and I immediately had cancelled the final payment check. Subsequently I was contacted by Revelare Kitchens requesting final payment at which time they were told of numerous deficiencies of the installation and materials through numerous emails. In addition, it has been requested that a full refund be returned to me immediately in the amount $15,242, which was deposit and that the final payment of $7621 not be requested as it will not be paid. There is complete documentation of all deficiencies including photographs, emails and written documentation. At this time, it is requested that a full refund be provided.

  

  Business response

  11/08/2022

  *************'s project was completed on September 18, 2022. At time of initial completion, ************** and the installer did not report any issues - completion paperwork signed off by ************** is attached to this complaint for review. ************** subsequently followed up the next week with complaints and our project management staff attempted to schedule site visits to determine a punch-list. Concurrently, ************** did cancel her final payment which did put her in breach of contract; she was notified that we would need to collect that final payment at time of site visit per the contract and that we were still committed to resolving any and all outstanding issues to her satisfaction. It is at that time that she refused to speak with any representative of our company and appointed another individual to speak with our team; we continued to attempt to schedule site visits as well as conference calls with ************** and her representative to no avail. We have also attached those email correspondences. Additionally, I have attached completion photos of the project thus far. 

  We have made every effort to resolve and have continuous correspondence with ************** in regards to her project. As you can see from the attachments, we are committed to resolving her kitchen issues. After the last correspondence on October 21, 2022, we have not heard from ************** or her representative and have handed her contract over to our legal representation in attempts to resolve her contract. 

  Although this is not our desired outcome, we trust that this response as well as the attachments display our continued commitment to our customer and her satisfaction. Although this response will likely be rejected by the consumer based on the history of this project thus far, we trust that the Better Business Bureau will do its due diligence and recognizing our efforts toward resolution.

  Customer response

  11/17/2022

  [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: The business's response is full of inaccurate statements. The first sentence says ************** did not report to the installer that the project was incomplete and improperly installed or any issues. That is totally incorrect, as she did in fact let the installer know of deficiencies and damages to her home.  Simple items such as cabinet handles and electrical outlet installation had not been completed and the installer was well aware of those items as well the defective materials and installation, such as uneven seams, loose pieces, uneven door installations and damage to the existing cabinets and entire kitchen that was pointed out by ************** and witnessed by others.  ************** wanted installer out of her home ASAP as she was very distraught. After the installer left, he came back into the home without knocking or addressing ************** and said he had found cabinet handles in the garbage and ************** could go to ********** to get her own outlet! Revelare Kitchens was very well aware that were problems with the materials and installation which can be easily documented through various emails and correspondence in which they indicated that they knew there were problems with the installation and materials. While the business did try to schedule visits, ************** was very reluctant to have them enter her home again to do any corrective work, due to the poor quality of work previously performed and defective materials installed and felt very unsafe. In addition, final payment was requested before they would come back to fix their terrible mess adding insult to injury. Final payment was cancelled, and a full refund was requested. Further research has found that the business and installer may have not been properly licensed to perform this type of work in New Jersey which is a major concern of ************** due to liability issue. ************** is requesting full documentation from the subcontractor who performed the installation including license and insurance.

  Regards,
  
  ***********************

  

  Business response

  12/19/2022

  To date, ************** continues to refuse to speak to representatives from Revelare Kitchens as well as our legal representation in bringing her project to a suitable closure. We remain focused on fulfilling the contract as well as collecting the outstanding balance that ************** still owes on her installed kitchen. 

  We stand ready to address and rectify any outstanding items, site visits, and services that remain in accordance with the contract. Should ************** continue to contact the Better Business Bureau, we appreciate any support in encouraging ************** to reach back out to our offices to discuss the remedy of her project's outstanding items and payment. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company today 9/14 and spoke to ***** as my lazy Susan is not working properly and it's pushing out the cabinet. I asked for it to be fixed. They cannot fix it unless they charge me a fee. Not happy after spending over $20,000 on the kitchen to begin with then being charged an additional $6,000 on top of the original estimate.

  

  Business response

  09/20/2022

  We want to first regret that ***************** did not have a pleasant experience on her service call. ***************'s product is out of warranty and subject to a service fee, regardless of original contract price. We spoke with ***************** again on Saturday, September 17 and advised her that we would waive her service charge as a one-time courtesy to her but that any future services would be subject to a fee as outlined in all of our warranties and contracts. ***************** let us know that her husband was able to fix her lazy susan on his own and declined having us service at no charge. If the issue has persisted, we still stand ready to waive this one time service. 
  We trust this response adequately addresses the above complaint.
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I inquired about cabinet refacing. A salesperson came to the home to demonstrate / sell this service. During her sales pitch, the salesperson commented to say that their promise / guarantee is that you do not pay anything until you are completely satisfied with the work done on your kitchen. We signed a contract in March and the work began in May or June of 2022. Not all of the pieces were installed because the factory didn't ship the correct size parts. We had to wait until the other pieces were delivered. They've been here for well over a month and a half and we've contacted Revelare Kitchens numerous times and have not heard back about having someone come in to finish the install. Furthermore, pieces of cabinetry that were installed are now beginning to already fail. We've had cabinet drawers nearly fall onto our feet! We've reached out many times we've not heard back but very few times. in the replies from the company, the project manager assured us that they were going to have someone come down and schedule a time for us to have this completed. This has not happened yet. He then told us he was going to transfer us to a different project manager. We have not heard back in several weeks on who this new person is or when any work is going to be done. We now have to pay thousands of dollars for work that is not even finished in our kitchen!

  

  Business response

  09/20/2022

  We want to genuinely apologize for the experience ******************************* had in scheduling her installation service. As she stated, we did have a change in project management and it seems that her project was missed in that transition. Nonetheless, we are 100% committed to resolving any and all outstanding issues and services on ************************'s kitchen. We are currently working on scheduling a final service date for the week of 9/26.
  We trust that this response adequately address the registered complaint.
  
  

*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. ↩