ComplaintsforRevelare Kitchens

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2021 I signed a contract with Revelare kitchen for new cabinet installation. It is now 10 months and the project is not complete. They installed the cabinets but never gave me the hood for the kitchen and the shelves. When I reached out to Derrick he said there was a misunderstanding, they weren’t ever supposed to provide that. So why include it in the blue print and take measurements? I told them I no longer wanted it if it wasn’t included because that’s not what the contract indicated. He informed me that it was too late there was nothing that could be done since they cabinets were already installed. On February 17 months going back and forth on calls and emails that I always had to initiate. they reach out offering to install shelves because of the “miscommunication”. They sent me a new contract I signed it right away. It is now July and the contract for the shelving is not completed. I have called and texted Derrick every day of every month and he doesn’t not reply. I have called all the customer service numbers and someone is always in a meeting and can’t come to the phone. I just want my kitchen completed. I’m paying a lot of money for a project that isn’t complete.

  

  Business response

  08/30/2022

  ****************** kitchen was completed in December of 2021. In January of 2022, ************** contacted Revelare Kitchens disputing that she did not receive new shelving. Our project manager's reviewed ****************** contract with her and showed her that there was no new shelving on her sale agreement that she ever bought and paid for, but that we would be happy to add it at a fee. ************** was insistent that the shelving be provided at no additional cost, even though it was not a part of her contract. In February 2022, after many conversations reviewing her contract, our team approved 6 new shelving units on ****************** project above and beyond the original scope of work to be done at no additional cost to the customer. A change order reflecting that is attached. 

  We were transparent at that time that as this was a free add-on, we needed to prioritize paying customers ahead of time but that we would honor the free product to **************. We have made attempts as recently as the week of August 29th to schedule ****************** service for as early as the week of September 5 - we are currently awaiting return correspondence from ***************

  For ************** to insinuate that her project has not been complete for 11 months and that this free product was a part of the original contract is disingenuous. We trust that this explanation and response will adequately serve in closing out this complaint, as it is clear that we have and continue to go above and beyond for this consumer. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Revelare Kitchens to reface our kitchen cabinets and placed a $2000 deposit down on March 1, 2022. We were told that it would take a few months for our material to arrive. We got a call to schedule our installation. It was scheduled for June 6, 2022. We were told by our project manager that our installer would be arriving around 10-noon on June 6 because he had to pick up our material to begin the job. On June 6 our installer showed up around 930ish with an additional person with him (who we assumed was going to be additional help with our installation). On June 6 our installer stayed for about an hour to remove cabinet doors and left and said he had to go pick up material and would return the following day. On June 7th he returned with his assistant (we quickly learned that this assistant had NO SKILLS in the trade at all). On June 7th our installer left at 2ish and said he needed to go pick up the rest of our supplies (we found out later that this was a lie). As the project continued our installer and assistant wasted material, damaged our walls, granite counters and was doing a bad job. Finally on day 5 (which our install was supposed to be done) we asked our installer to leave. Through this whole process we contacted Revelare many times with issues. We now had an unfinished kitchen that needed to be redone. Revelare had to order more material and 7 weeks later we finally had our kitchen done by another fantastic installer. We have yet to get any details on how our counter will be fixed. We asked for $2000 rebate due to all the issues, which not only included the above, but we were passed around to different people in the company. When we asked Christian (our last point of contact) if we could talk to his manager he refused to give that information to us. We were told we could get $500 in rebate for all that we have gone through. We have been lied to, ignored, dismissed and would like compensation for that.

  

  Business response

  08/16/2022

  First, we want to extend our sincerest regrets that ************************ did not have a smoother experience with her kitchen installation. While we do our best to update customers on the status of materials while we await certain supply chain delays, we recognize that we certainly could have kept the Harringtons updated more frequently as we waited on the shipment of additional materials. We have been in recent communication with ************************ on the remaining punch list item of the damaged countertop and remain committed to completing that. We are currently awaiting photos from ************************ and in the event that they cannot be sent over, will schedule a site visit to assess the damage. 
  Additionally, our contracts are very clear and explicit that delays, mistakes, and other unforeseen circumstances are not grounds for any compensation. However, in light of that, we have extended the courtesy of an additional $500 discount to the Harringtons project that has not been accepted by the customer. 
  We still remain committed to that additional discount in light of the contract expressing there are no refunds as well as fixing or replacing any damage to the countertop.
  Again, it is our regret that this project was not a better experience for ************************ but trust that this response will satisfy any complaints as we work diligently to resolve any and all outstanding issues.
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction 9/20/2021 My cabinet install started the week of November around Thanksgiving time. When the installers came to install my cabinets, they notified me that they had the wrong 4 hinges for my corner cabinets. The service Manager Derrik B*** handling my install job wanted me to say on the phone that I was satisfied with the job before the installers left my home. I told him I was not satisfied and that I would not be signing any documents until the job was actually completed. He said he would put in an order for the correct hinges and that it would take a couple of weeks. That turned into three trips back out to my house over the course of 7 months when the last service technician installed the correct soft closing hinges on my two corner cabinet doors on 6/27/2022. The communication was so poor. I would call and would always have to leave a message with the answering service during regular business hours on every occasion. The Truth in Lending Disclosure doesn't even have who to send my payments to nor does it show what day of the month the payments are due. I had to reach out to Revelare Kitchens on 7/19/22 because not Derrick or anyone else had reached back out to me on when my payments would become due after I signed off on the work being completed on 6/27/22. When Derrik called me back on 7/19/22, I asked him about the discount they would give me for the inconvenience I had to endure over the last 7 months looking at a kitchen that had unfinished cabinets installed during my holidays that I wanted to share with family and friends. How embarrassing and frustrating this whole process turned out during my install I wouldn't want any other customer to deal with what I had to deal with. I couldn't even sell my house in that condition if I had wanted to. You know what he told me he was able to give me, a $250 **** gift card. That was a slap in the face. Waiting for the Finance Dept to call me so I can pay off the loan.

  

  Business response

  08/16/2022

  ****************** final kitchen service took place on June 27, 2022. Since then, we have mutually agreed to a settlement amount of $750 that the customer has accepted. We trust that this response will resolve this open claim.

  Customer response

  08/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *****
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Revelare Kitchens to reface our kitchen cabinets in early 2018. This was through **** *****. On May 5th 2021, my wife open the base cabinet under the sink and the door literally fell off. After examining the door we found that the installer had only used one screw to secure the door. I then decided to look at everything, which is when I found that almost every door was chipped on the inside, veneer was lifting in sections, there were screws coming through the veneer and the outside corners of the crown molding did not touch, you can see staples between the pieces. I contacted Revelare and they asked that I text them photos which I promptly did. After waiting nearly a month for a response I called to find out the person I was working with had left. From this point moving forward was phone call after phone call left unanswered. Apologies from Matt at Revelare stating they lost employees and COVID etc. Finally after 7 months they sent out Dustin to re-inspect everything. He at one point said that some issues were in workmanship and some could be due to a faulty piece of product. We waited again and again for restitution. Finally Matt called to let us know that the damages were caused by us, wear and tear. They were willing to reinstall the faulty product for us for free but we would have to pay 80% of the product’s cost. We advised him no and asked to speak to the manufacturer but they denied giving me their information. We called their office manager Megan who did not call us back. My issue is that the product they are selling consumers is faulty. It does NOT hold up to daily use but they continue to sell it and continue to see complaints filed. They do not return calls promptly and in some cases, not at all and are deceitful. They are knowingly selling this product and not fighting for the consumer with the manufacturer. I also contacted **** ***** and they cannot alter the manufacturer’s decision. The product and workmanship are both to blame.

  

  Business response

  07/07/2022

  
  First and foremost, we would like to extend our regrets that the *****’s are experiencing issues with their kitchen 4 years after installation. The *****’s kitchen project is through **** ***** Home Services which utilizes Revelare Kitchens as the service provider to install the kitchen. The manufacturer’s and product are all approved and verified through **** ***** and the installation of those products are handled directly through Revelare Kitchens. 
  The warranty on the labor provided by Revelare Kitchens is one year from final installation date; in this particular case, the *****’s labor warranty expired June 18, 2019. The manufacturer warranty is a limited 5 year warranty, set to expire June 18, 2023. However, as per the limited warranty, the warranty covers product defects but not anything deemed natural customer use. 
  ***. ***** initially reached out in May of 2021 for service; however, as indicated in the *****’s complaint, our organization was short staffed and the service was never scheduled. In December of 2021, our staff made contact after the *****’s reached out again. Since that time there has been numerous correspondence with several people from Revelare Kitchens as well as **** *****’s team. **** ***** reviewed the *****’s pictures and deemed that specific items were natural customer use and would not be eligible for free replacement under warranty. 
  Given the amount of time that the *****’s waited for Revelare Kitchens’ to respond to their initial complaint, Revelare waived all labor costs associated with the requested service. That concession was made to the customer in February 2022 in writing and verbally expressed. At that time, the customer was appreciative of that concession however, still requested the additional materials be provided also at no cost. **** ***** again rejected the warranty claim, however did extend a discounted reorder price.
  In May 2022, we attempted to schedule a free labor repair to address what we could without the *****’s having to pay for new materials that were out of warranty. The *****’s informed Revelare at that time that they had a family emergency and would reach out to schedule when that was resolved. We did not hear from the *****’s until this BBB complaint was initiated; however, we have reached out since this complaint was initiated and have not had a response from the *****’s.
  We continue to stand by our offer of waiving all labor fees associated with the service and **** ***** has agreed to continue to offer a discounted rate on all materials that need reordered. We trust that this response satisfies the complaint.
  
  Tell us why here...

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 22, 2021, we signed a contract and made a full payment of $12,712 to Revelare Kitchens. At the time we were told our install would likely be approximately 12-14 weeks out (around August 2021) and would take 2-3 days to complete. After this we have had endless difficulties when it comes to communicating with the company. We would be told that we would get a call about something and no one would ever call. We would call and email to follow up multiple times before getting an answer to our question. After much back and forth we finally received an install date of 9/10/21. When the installer arrived he was shocked to hear we were told that the project would take 2-3 days because he said it would likely take double that. He also found that half of the materials he had received for our project were incorrect sizes so he was unable to finish the project. In the "exit survey" call before he left I was told that we would receive a call in a day or 2 with information on next steps and when we can expect the final install. We waited a week and then reached out for an update. By then we also had some issues that we had noticed with the initial install so we shared that feedback as well. We were passed along to Matt our "install manager." Over the next several weeks, we emailed and called and did not receive any sort of update from Matt until 11/2/21. He said our install would be 11/12 but failed to answer the other questions we had repeatedly sent. One 11/7 we asked for a phone number to speak to someone else because he was not being responsive. On 11/10 Matt sent an email again ignoring all of our questions but letting us know that some of our materials were not going to ship out until 12/3. Matt asked if we wanted installer to still come on 11/12 to install what he had and we said yes. On 11/11 we were given a new contact, Lexie. The constant battle with lack of communication and follow through has continued. *Continued in attachment.

  

  Business response

  06/07/2022

  *******************,
  First, we would like to express our sincerest regrets that your project has not been smooth and that you have experienced poor communication throughout the process. We have dealt with the same challenges many organizations have throughout the pandemic with supply chain and staffing challenges; however, we would like to recognize that we have certainly dropped the ball on our communication and bringing your project to a satisfactory resolution throughout the last several months. 
  We understand that you have recently been in contact with your Project Manager and have a scheduled service date for June 13th to address:
  1. Light rail installation
  2. Refacing touch-ups
  3. Install correct drawer box in coffee bar area
  4. Install roll-out drawers in base cabinets
  Again, we regret that you have had to wait an extended period of time to get this service scheduled and appreciate the opportunity to work with you to bring your project to a close.
  
  

  

  Business response

  07/20/2022

  We are continuing to work with the *******s to resolve any and all outstanding service items. As of July 20, 2022, our Project Manager has spoken to the *******s to update them on a shipping estimate of July 27, 2022. Once materials arrive, an ensuing service visit will be scheduled. 
  While we do our best to maintain all timelines and expectations, we are at the mercy of supply chain and logistics as it relates to the receipt of materials. Nonetheless, our focus is to resolve all of the *******s issues in their kitchen until there is 100% satisfaction with the product. 
  Again, it is our regret that the timeline has been extended on this project; however, we continue to remain committed to closing out any and all outstanding items on this project.
  
  

  Customer response

  07/21/2022

  [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 delays we have experienced have not been due to supply chain issues. When items are ordered they do arrive in a timely manner. The issues with our project have been due to either our revelare contact not placing the order when they are alerted of the missing / incorrect items or placing an order the wrong item / measurements. We repeatedly ask for confirmation on what exactly has been ordered so we can confirm ahead of time if the project will actually be complete when the items arrive and rarely do we get the information before the items arrive. I have emailed the individuals we have been working with to ask for an itemized list of what exactly was ordered to ship out on July 27 (we asked when they called on July 20 but they were having computer issues and could not tell me what had been ordered). We hope that this next install will bring our project to a close. I've been told that the company does not discuss the possibility of partial refunds until the project is complete so we will have that conversation then. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cabinet Refacing by Revelare and ********** Order Number ************, Contract No. *********** Location :17 *************, Schenectady, NY ********* Contract date and Payment: July 23, 2021, $16,638.00 Job start: October 26, 2021 First installer: 10.26.21 to 11.3.21, approx. 5 days Second installer: 12.8.21 (talked no work done), returned 12.20.21 day actual work Third installer:3.26.22 (talked no work done)Installation Issues 1. Side wall of existing cabinet was broken through to install new roll out shelf. Hole repaired 2 months later. 2. There are gaps between new vinyl and existing walls due to not measuring properly to cover area. At one gap first installer used a cut out piece made up by homeowner to cover gap along with caulk. 3. Various vertical seams where new vinyl faces meet are not “tight “and/ or are rough due to improper install procedure putting side pieces on first. 4. Horizontal molding strips above range, sink and refrigerator were not attached firmly. Molding was sagging down and molding over range fell off completely during Thanksgiving meal preparation. 5. Drawers do not roll freely in at least three instances, even after repeated “exercising”. 6. Cabinet doors in five instances opened too wide and hit other doors or walls. Open limiters not done till December. As of May 10, 2022, two doors do not open wide enough to allow inside drawers to move. 7. Clean up of cabinets after installation not adequate, glue stains on faces, edges are rough with material hanging from some edges. Work Still Needed to Be Done as May 10, 2022 8. Valence above sink needs filler or color touch up in gaps where it meets cabinets. 9. Molding installed by second installer needs to be removed and/ or redone. 10. Rough seams where vinyl faces meet requires vinyl to be re-installed. 11. Sticky, tight drawers need to be corrected. 12. Doors scrape drawers inside must be adjusted. Repeated calls to Revelare with no results!

  

  Business response

  05/23/2022

  **. & *****************,

  
  First, we want to express our sincerest regret that you did not receive a smoother installation experience as well as insufficient communication throughout your project. We understand that you have recently been in contact via email with your installation manager on the service and reordered items. We've recently reached out by phone and email to work with you on scheduling service for the week of 5/30. 

  We are committed to your overall satisfaction as a customer of Revelare Kitchens and **********. We are dedicated to addressing any and all concerns you have with your kitchen project and look forward to completing the punch list to ensure you have a finished kitchen product that you are in love with.
  
  Tell us why here...

  Customer response

  06/08/2022

  [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:

  This complaint is still not resolved.  A fourth installer came to our house on Thursday June 2, 2022.  Like the previous two installers that were sent out to resolve the issues with this job, the fourth installer had to pick up materials on the way and was not familiar with the job.  Upon arrival we had to go through what was needed to finish the job.  The installer realized that the job needed more time than had been allotted.  He contacted Revelare and the company agreed that the installer will come back around June 21, 22 and 23 to finish the job.  This complaint is therefore still ongoing and not resolved yet.
  
  Regards,
  
  *************************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I used Revelare Kitchens for remodeling our kitchen in January. There were several minor things that needed to completed (molding around dishwasher, lazy susan to be put in cabinet, 2 door fronts under sink to hold sponges, need switched out and under cabinet cover to be placed. We have called and spoke to ***** our project manager, on several occasions. He has stated that he would send someone to take care of these issues. Several times appointments were made and the day of the appointment, they were cancelled by ***** The last 2 weeks I have been calling **** and leaving messages and he has not returned any of my calls. We have asked the finance company not to release the money until the job is completed.

  

  Business response

  04/29/2022

  First and foremost, we would like to extend our sincerest apologies for the lack of communication **. & **** *************** have experienced recently in trying to get their service scheduled. We have since been in communication to work out a service date to address: refacing the bottom surface of the refrigerator cabinet, new drawer fronts, a sink base cabinet repair, and molding. We trust that this response will adequately satisfy the registered complaint.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The **** ***** sent a representative to my home to show me what they can offer on kitchen cabinet refacing. On April 12, 2021 ********* **** representing The **** ***** came to my house and explained what refacing my kitchen cabinets would entail and quoted me a price of $18,604.00 (which is financed through The **** *****). The price was a bit high, however, I was told the job would take 3-4 days to complete which appealed to me. The contract. was signed and the project would be completed by Revelare Kitchens by the end of June. Revelare Kitchens contacted me at the end of June. I was told someone will be at my home to start the project on 07/19/21 and I needed to pack everything up to prepare the space, which I did. Bob did not show up until he 21st he was also new to the job. He worked on my kitchen for a couple of days and told me he would be back in a couple of days to finish it. I was without a functioning kitchen for a month. I was told by Rusty the project manager I would be compensated for the expense I incurred for eating take out for weeks, which never happened. Rusty is no longer with the company, Bob the contractor is no longer with the company. It is now February 2022 and my kitchen still isn't done and the work they did is already falling apart, two cabinet doors are off the hinges, a drawer face is falling off. I have a long list of things that need to be finished and/or fixed. I have called Revelare Kitchens numerous times complaining about the subpar job on what done. They sent a "supervisor" to do little odds and ends but I haven't heard from anyone in quite a while as to when the project will be finished. I filed a formal complaint with The **** ***** as well hoping they could help me since Revelare is a subcontractor they sent to my home. Unfortunately they have not done anything to rectify this situation. I am making monthly payments for something that still is not completed. This has been a nightmare from the beginning.

  

  Business response

  04/13/2022

  We have been working to rectify *** **********’s kitchen punch list actively with her; our Service Technician has completed 3 separate services after initial installation. We are actively working on a finalized punch list with *** ********** as well as a settlement amount. Her project manager has been in contact with her as recently  as this week to further present her with different options and we are awaiting her response. 
  
  We regret that *** ********** did not have a smoother experience with her kitchen remodel and are diligently working to expedite the completion of her project in a satisfactory manner.

  Megan C****

  Customer response

  04/18/2022

  [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: I will not accept this workmanship as acceptable, for any price paid, let alone the $18,604.00 contract price. 

  Job still incomplete and portions of completed project are failing.  Major craftsmanship issues.
  
  I am requesting a full refund to privately engage a contractor to re-do all sub-par/failing work completed by Revelare.  
  
  Regards,
  
  *** ***** **********

• Initial Complaint

  02/14/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We hired Revelar Kitchens located in York PA to reface our kitchen cabinets. Revelar acts as the refacing vendor for *********** My husband signed a contract with Revelar in early November 2021 with an estimated start and completion timeline of February 2022. I reached out to Revelar Customer service twice in January 2022 to request an update on our project start date. Both times, Customer Service staff advised they would immediately pass on my message to the appropriate staff at Revelar. No Revelar staff member has contacted me with the information I requested. Twice in early February, I reached out to ****, the manager on duty, at the ********** in Downingtown. Both times **** assured me he would pursue the matter on his end and have someone from Revelar contact me. As of today 2/14/22 I have not been contacted by Revelar or ********** staff. My husband was approved for a ********** credit card to pay for our kitchen project over 24 months. We paid the minimum due on that credit card in December, January and February. We are paying for a service we have not received. Our question is how do we go about cancelling the kitchen project and obtain a refund of dollars paid to date on the ********** credit card? After the difficulty in obtaining a project start date, we will not allow Revelar/********** to start this project. Please advise what our next steps should be.

  

  Business response

  02/25/2022

  We received this complaint on February 24th, so we believe there is either a time delay with the BBBs website or the customer registered this later than 2/14. One of our project managers did reach out to **************** and left a voicemail on February 9, 2022 with an update but did not receive a return phone call at any point in time; the ******'s have reported that they did not receive this message. The customer only provided **. ******* phone number on their contract, but provided ***. ******* contact information on 2/16. 

  The project manager spoke to them on February 16, 2022 when they went into their local ********** store for an update. At that time, the project manager informed the customer that we were awaiting some refacing material that was scheduled to ship on 2/22. Additionally, he committed to a 3/14 installation date barring any delays with the additional material. On 2/24, the project manager left a message for ***************** confirming the 3/14 installation date.

  Additionally, we would encourage **. ***** ***************** to contact ************** for quick and accurate updates rather than their local ********** store - the store does not have access to our scheduling or notes on the kitchen projects. 
  We look forward to the ******'s kitchen installation on 3/14 and trust that this response adequately addresses the complaint.
  

  
  

  Customer response

  03/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a problem with one of the cabinets that were installed on Jan.7,2022. I have called at least four times and spoke to four different people and after each call was told some one would get back to me. That was almost a month ago and no one has connected me to see how the problem can be fixed, and I have already started making payments on the work. I would this problem fixed and made right. Not looking for monetary outcome would just like my cabinet fixed. I have a certificate of 100% satisfaction, that is what I am looking for.Thank You

  

  Business response

  02/18/2022

  ************** - our sincerest apologies for the lapse in communication as it relates to your lazy susan door service. We are happy to hear that your service with ****** is scheduled for February 18 to adjust the door. Thank you for your patience and your honest feedback, as well as giving us the opportunity to service your kitchen for your 100% satisfaction. 

*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. ↩