ComplaintsforKB Kitchen & Bath Concepts, Inc.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We built a home with ******** Homes (who are amazing). KB Kitchen was in charge of doing our cabinetry. Prior to moving in, our kitchen island was not complete. There are bottom and side pieces missing and the front for our dishwasher is not installed. I don't know the specific names of the pieces missing. When they originally sent the installer to fix it, the installer "didn't know how to install it". KB said they would send out another installer. He never came and they never called. I have called them since the end of May to get it finished. Our contractor has also called. They give us the "run around" each time I call. For example, I just got off the phone with one of their managers (8/1/22). He claimed he didn't know what I was talking about but quickly changed and said the installer would call me. I'm frustrated by the unprofessional tardiness of their work.

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/08/05) */ Contact Name and Title: Bob W*****, CEO Contact Phone: XXX-XXX-XXXX Contact Email: ***@kbkitchen.com Mrs **** is correct. This job has taken entirely too long and we apologize for her inconvenience. When we contract with a builder, we typically do not work with the homeowner, but we have tried to work with both in this case. We are in an unusual position in that we cannot get cabinets or parts in a timely fashion due to supply chain issues, what used to be 3 weeks, is now 12-15 weeks. We did send a tech out to try to install the part, but the technical aspects required an installer which we have scheduled now that we have the parts, but unfortunately the dishwasher does not have the necessary parts to allow us to install. Unknown to Mrs ****, we have been in contact with the builder numerous times to keep him updated. We are aware that Mrs **** was unavailable for a few weeks also. Once the builder gets the parts from the appliance supplier, we are ready to complete the job. We want Mrs **** to be completely satisfied with our company, and wish we were able to get her parts sooner, but we simply cannot control the supplier. If she has additional concerns, she may contact me directly.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered cabinets from this company through their sales professional who ended up ordering wrong style fronts. Upon my acceptance of the cabinets I learned that the employee no longer worked there and I had to buy new ones. This time I spoke with the manager who in person saw the cabinet fronts that I need and proceed to make another order. The second set came in wrong as well and this time I was once again told that the manager no longer worked there. An associate who was there at the time then informed me that they didn't even manufacture that door anymore. Now I have pain over 2K in cabinets that don't match, and im forced to spend more to get them custom made while the company offered a 500 credit.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/08) */ This customer is a realtor repairing a older rental home, and came to add cabinets to outdated existing kitchen. He originally brought in a drawer front and agreed to the door style we showed him. He saw the door sample, signed for the cabinets and indicated he was going to paint them. He ordered additional cabinets later, , signing a contract for them as well. That is company policy. He indicated that someone forged his signature, which is totally false. He was made aware when he brought in a door from the kitchen for the 2d order that the cabinets he had were out of date, and this was as close as we could get. To help him, we reduced the 2d order by 50% as a courtesy hoping to get further business. It seems this customer is simply trying to badger our staff into giving him money back, and has not offered to return the cabinets pre-paint and install. Once he threatened our staff with legal action, we terminated conversations with him. The total charge to him was $2,270.18, and he demanded $1,500.00 refund, but has had the cabinets painted and installed in the house. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true, I am a realtor. No this was not an old rental home repair i was rather helping a friend (former CMPD officer now CLT airport fireman) with a minor kitchen remodel. I brought a sample door in and i was told by the staff that they have the match and i gave them the sizes since they were an authorized Aristocraft dealer and this was Aristocraft cabinet. I never shown a physical sample of the door by the KB sales professional before the order. I also never ordered additional cabinets, KB kitchen and bath ordered cabinet fronts to right the wrong following the first order at discount which again came in not matching. I never signed an agreement in person and the signatures through my email acceptance forms do not even closely match the document that they have signed. I have this on file. I was never advised on the second run that we could "closely" match the cabinets this is a fabrication of truth. After the second oreder came in wrong Angel an associate of KB stated that they do not make this model anymore. KB assisted me in the second order and they did reduce the cost this time (door front order only) which again did not match. I am not trying to badger KB staff, but rather the staff that is working there and assisting customers keeps quitting on the company indicating internal issues. Both the salesperson that assisted me as well as the managers quit during my order. Yes the cabinets are installed in the house however the fronts are still not matching and im working with other vendors to custom make the fronts so i can complete this project. The total out of pocket with custom cabinet fronts will be over $4000. I was offered $500 credit form the company for what was supposed to be a &1700 order not including my time invested in this complaint. Business Response /* (4000, 9, 2021/12/13) */ This customer simply had to ask for a refund if he was dissatisfied with the original order before he painted the doors, and before he reordered more parts. He decided to consult with an attorney before I became involved and before a resolution was possible, so we no longer can discuss this issue directly with him.

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