ComplaintsforCustom Kitchens of Houston

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had a consultation with KBD (Kitchen and Bath Decor) on December 22, 2022. The consultant was over an hour late to the scheduled meeting. We came to the showroom on December 28, 2022 to select materials and signed a contract for new cabinets, wall cut out/small pass through, backsplash, and quartz counters for $28,400. KBD requires payment in full at time of signing contract and encouraged us to use the financing company they recommended. We were told the price was a special deal/best deal of the year and would only be good if we signed the contract and paid in full before leaving the showroom that day, so we applied for the financing and KBD was paid in full that day. I am writing this on November 8, 2023 (over 10 months later) and the kitchen remodel has still not been completed—despite full payment. What has been done is of poor quality/poor workmanship with many defects and flaws. Attention to detail has been severely lacking. Communication has been lacking, as I repeatedly try to get the work completed and often receive no response. Since contracting KBD, I became pregnant with our second child and had the child, all before the small kitchen remodel has been completed. I had hoped everything would be complete well before the baby was born, but now I’m having to deal with this while having a newborn and toddler (in addition to the significant amount of stress this situation added during my pregnancy). We delayed moving into our house because the kitchen was not complete, and thankfully got the kitchen to a functional state before the new baby was born. However, it is still not completed and what is done has many flaws. The KBD contract includes language prohibiting the customer from “in any way shape or form publicly criticize, disparage, or call into disrepute” KBD; however, the Consumer Review Fairness Act protects my right as a consumer/customer to post this honest review, and I fully expect KBD to respect this federal law.

  Business response

  11/22/2023

  Thank you for reaching out via the portal. The *********** reached out and have been in communication with members of the team at the company. We have worked diligently to get their kitchen remodel completed in time for their arrival of their new born baby. The kitchen has been completed with the exception of final touchup items, and punchlist items that both the customer and the company are aware of. The team is working to get these items completed for the customer. However, the residence is more than an hour away from the showroom and has proven to be a hurdle in scheduling the appropriate installers. However, the items that are necessary to complete the Kitchen have been procured and the team has been asked to return to the site to complete these items. The remaining items are as follows touchup on the cabinetry, glass for the stacker cabinets above the opening, and a couple of small tile repairs. We will reach out to the customer to schedule a time for the team to go out and complete the necessary tasks. Thank you so much for your time and consideration, we look forward to resolving this amicably and expediently. We will reach out to the customer to schedule a time that will work for both the customer and the company. 

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have not been directly contacted by KBD since I initiated the complaint on November 8, and the kitchen project has not been completed as of November 28. The most recent response I received to my reaching out to KBD was a brief text response on October 11 regarding an installer not being able to install cabinet glass, followed by no response when I again reached out for an update on October 26. I appreciate KBD saying in their response to this complaint that they plan to complete this project amicably, as this is my goal also. I do not currently consider the matter resolved, but I will consider it resolved upon final completion of the kitchen project (including all final touchups and repairs of damaged/poorly done areas). I look forward to this future resolution. 
  
  Regards,
  ******* 
  
   
  

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed a contract with Kitchen And Bath Decor & More on 10/19/22 to have my kitchen, master bath and 2 secondary bath rooms remodel. I paid 118,664.50 in full on the day of signing the contract. As of today, 7/30/23 ( 9 months later), only my master bath was been worked on and it is still not finished. I contacted their "chief of operation" Jonathan, multiped times to have the master bath finished and he promised multiple false dates of completion. The majority of the master bath has been renovated, but I am still missing my custom arabesque antiques pocket door installation and broken floor and door trims fix. This is not a big job and should take 1-2 days to do. However, it's been over 1 month and no contractor have shown up to finish the bath. As for the other areas in the contract, those areas have not even been touch. This company is not reliable, does not complete jobs in timely manner and does not provide the service deserving of a BBB accreditation. I will not use this company again for my other houses or recommend them to anyone I know in the future. For the owner Celeste, we can resolve this by your company finishing the contract by the one year mark of out start date (10-19-23), contact me to arrange a partial refund of the remaining projects or receive a letter from my lawyer to see you in court if the other 2 options are not fulfilled.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ? “Kitchen and Bath Décor & More” breach of contract and failure to complete the contracted services. Left unfinished work, damages, and broken parts from poorly executed jobs. ? Failure to deliver all material, poor quality of services, incomplete installation, and time wasted by prolonging our duration of suffering in the poor living conditions. To Whom It May Concern: I am writing today to file a complaint against the “KBD” company on terms of a contract breach, failure to deliver all material within the agreed contract, poor services, and deliberate prolonging of time suffering in poor living conditions, physically and mentally. ***** **** was also misleading us from the beginning, when Celeste (KBD) submitted our loan application was to ***** ****; we should have received the approved checks issued to us with our names and “KBD” for endorsement and should have included appropriate signatures. This did not happen, standard to the borrower. As a borrower, we never saw where the checks were originating and how it looked like as we were borrowing. Furthermore, ***** **** did not notify us that the money was directly being sent to “KBD”, and when or how they are cashing the checks without our endorsing signatures. We are desperate, needing someone to help us resolve our problems with ***** **** and “KBD”. We are looking for ***** **** to approve our dispute and would like our loan to be forgiven. In doing so, we would be able to obtain another contract to fix, repair, and replace most of the damages from the poor work done by the “KBD” workers, confirmed by several contractor that have provided an estimate. Attached are documentations and pictures that were sent to ***** **** to dispute our loan and our response to ***** **** for your review. I appreciate your time and for supporting us. Respectfully, ****** ***** **** *****

  Business response

  02/04/2023

  We wanted to reach out and give you a quick message that we have gotten in touch with the tile inspectors in our bank. Everyone and we have the accumulated documents to support the fact that this client has gotten more than double what they paid for us with us, and we will be providing that this following Wednesday along with that inner bank has closed any complaint that they may have because everything that we have supplied them has more than proven sufficient job completion this client has been not wanting to pay the bank and using every excuse in the not to, but the bank has all the pictures of all the job completed and it’s entirety along with all documentation from all professionals, certified tile, installers, etc. it is a long file we will be uploading that this Wednesday for everyone to see this job has been completed for more than six months. We look forward to sharing these docum documents in photographs in communication with ******** with you.

  Customer response

  02/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

  Dear BBB,
  
  

  The messages from “KBD” are all false. Please review our complaint letters to the ******** USA that we
  have already submitted and considered what we have been through with this contractor “KBD”:
  
            1. The floor tile is not the one that we chose and signed on the contract.
            2. The jobs that they did are totally extremely poor and unacceptable. Per ******** USA's
                request, we have submitted to the bank more than three estimates which indicate the jobs
                are very badly done and are required for repairs.
            3. If the contract is completed as they said, then why do we have to contact 
                the ******** to help us to get the contract completed?
            4. Within a year that "KBD" did not even respond to the Bank, per ******** responded to us via
                email stated, "...Therefore, the ******** must contact ******* and will have a meeting with
                ******* to discuss our situation with *******...". Below are emails ******** sent to us: 
  
  On Wednesday, July 20, 2022 at 11:54:15 AM CDT, Customer Relations
  & lt;custome**********@********usa.com > wrote:
  
  Mr. *****,
  
  This was discussed in yesterday’s meeting with management and Legal. It was determined we would
  need to set up another meeting with ******* for further discourse before a decision is made. We are
  working to put that meeting together now, but in the meantime, will you please provide an answer to each
  bulleted item below? (We Have immediately submitted answers to all the bullets back to the Bank upon
  their request.)
  
  Thank you,
  
  On Friday, August 12, 2022 at 12:53:14 PM CDT, Customer Relations
  & lt;custome**********@********usa.com > wrote:
   
  Mr. *****,
   
  I apologize for the delay. I do understand your frustration, given how long you have waited for resolution.
  As stated in my previous email to you, it is my understanding ******* is working internally to determine
  how this will be presented to Kitchen and Bath. The contractor is not responsible delay since our last
  correspondence. I will continue to follow up with ******* to request an update and will make you aware
  as soon as I have more information. With things still in motion, Management and Legal are not going to
  approve waiving a portion of your loan without first giving Kitchen and Bath one last chance to resolve the
  issues. If you do not wish to allow them this opportunity, the Bank will be unable to further arbitrate this
  dispute. (We have given them the chance per ******** requested, but NOTHING happened.)
  Thank you,
  
  Alexander ******* / Senior Customer Relations Coordinator
  custome**********@********usa.com
  
  On Thursday, March 3, 2022, 11:18:29 AM CST, Customer Relations
  & lt;custome**********@********usa.com > wrote:
  
  Hi Mr. *****,
  
  Per the request you made during our phone call, I am sending you this email to confirm your account is
  still in dispute status. The account was placed in dispute status when the complaint was opened on
  January 7 th , 2022 and will remain in dispute status until the complaint is closed. After complaint closure,
  all of the interest which accrued during the time your complaint was open will be waived.
  
  Thank you,
  
            5. Where was the Final Walk-Through Inspection when the contract was completed?  By law,  
               “KBD” supposed to perform the Final Walk-Through Inspection with us, 
            6. We have no reason not to pay ******** if “KBD” has completed the contract including the final
                walk through inspection with both signatures (KBD and ours) agreeing the contract has been
                completed.
            7. We have submitted proof of documents and pictures of all the poor and incomplete jobs that
                KBD abandoned to ******** USA. We will be happy to submit those documents and pictures to
                BBB if required.
            8. I would be very surprised and look forward to this Wednesday 02/08/2023 to see their
                documents and pictures proving that the contract has complete as they said to BBB. Please
                share their response with us.
  
  Thank you very much for your help and support.

   

  
  

  Business response

  02/08/2023

  
  To whom it may concern,
  
  We would first like to begin by refuting the customers’ claim that all of KBD’s claims are false. All of the statements provided by KBD are factual and accurate. Mr ***** and his wife have been insatiable in their demands. ******** USA has also received the complaints from the ***** household and our responses and have found in our favor in every attempt made by the ******’.
  While *****’s would aim to disparage and defame the company in an attempt to curtail their financial obligations to ********, we will not stand idly by while they blantantly falsely accuse our company of subpar work and not completing a final walkthrough.
  
  The floor tile that the ******* are saying is not the one that was picked and signed for in the contract, is in fact not the one that it is in their contract. The client insisted and bullied their way into  a more expensive Italian tile that was a larger format 24 x 48 in place of their original 8 x 48 woodlook tile, which equate to twice the price of the originally contracted tile. 
  This tile was not only installed in the contracted areas, but was installed in additional areas of the residence at no additional charge foyer, hallway, powder bathroom, and master close were all included at the customer’s demand. The ******* played on the compassionate nature of the company by weaponizing Mrs. ******* illness to gain these areas free of charge.
  The work performed by the team was not subpar or of lesser quality. And never is.  On May 19, 2022 at 4:09pm the design team and installers visited the property to to ensure to work met our high standards of quality and create a final punch list for completion. These items were executed over the next couple of weeks. And the team sent in a liscensed inspector for the floors. Who verified that the floors were installed correctly. 
  The ******* project is complete and has been for several months. The ******* were given items outside of their contract in excess. Fixtures (shower heads, upgraded shower glass, towel bars, baseboards etc.), mirrors, and hardware that were actually listed in their contract as not included as well as thousands of dollars of painting,  plumbing, and electrical costs that were absorbed by the company. Every attempt made to satiate their demands was met with further requests to do more. Requests for additional work outside of the contracted job, i.e baseboards, painting of the foyer, living room, and existing baseboards. These items listed above and beyond their contract is in excess of $14000.
  
  KBD has gone above and beyond to ensure that the ******* job has been completed to satisfaction. This complaint is yet another attempt to deface our company and keep the customers financial obligations at bay. The ******* have made claims and every effort to skirt their financial responsibilities to ******** by claiming the job is not completed or done poorly. We will include our response letter to ******** and their finding in our favor.  ******** has also stated that upon receipt of the pictures of the completed job, they would close the claim, which they have received. We will also include the inspection report and pictures to justify our position. The ******* job has been completed well beyond the confines of the contract and are simply making every effort to not pay the bank the money financed for the job. We would like to thank the BBB for their time and consideration in this matter. 

  Business response

  02/27/2023

  To whom it may concern,

  There is nothing more that we can add to the information that we provided just beginning with that we’ve done more than $15,000 worth of work for this family that they did not pay for is enough in itself however, the floor has been inspected by a state inspector. It has passed the inspected with a state inspector that specializes in tile installations you have the certified copy of the letter. There is no replacement of any floor and not the free floor in the foyer the hallway, the powder bath, or the master closet We have went above and beyond in every way, shape and form for this client, they need to pay their bill with the bank and move on. They have taken everything that we possibly can do for them I don’t know why they continue to try to make it as if they have not received absolutely everything in their contract we went above and beyond if you reflect back to the last reply, everything from mirrors to lights to sinks to towel bar holders, my God rooms of tile that they did not pay for we have every right to bill for these things and instead of being thankful I’m sorry I forgot to leave out paint half of their house that they were not supposed to have done. What more can we do at this point we are done you cannot squeeze blood from a turnup. We felt sorry for them. We did everything for them and there is nothing more we can do, we’re not a charity and we are not a bank. They need to pay the bank for the work that was performed on their house. The bank is in receipt of all of this is well and they agree this has been closed. .

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  To BBB,
  
  After reviewing the message from ”KBD”, it resembles the same kind of message reflecting back to the day they came to bid the contract. This is how they get the contract from people like us that are living in the word “TRUST”. It has been a hard lesson for our life.
  
  From their initial messages, they claim they are spending $14,000.00 over our original contract. Now, in their second messages, they increased the claimed amount to another $1000.00 to $15,000.00. False narratives after false narratives. That is why we are the victims and have suffered by “KBD”. I would say, there is more than $15,000.00 dollars that they have drained out from our contract with them because, none of the materials that we chose from their showroom are installed into our house. When they claimed the materials were currently unavailable with no expected delivery date, they would not allow us to even come to their showroom to re-select other materials after more than eight (8) months that our family had been suffering in poor living conditions. The contract is not complete, repairs are needed to the master shower with  tiles broken, and grouts came-off by their poor workers. The walls were not completely painted and incomplete covering by their workers left behind.
  
  Therefore, I believe that “KBD” forced us to use their obsoleted materials or materials that no longer value in the markets. Reminder, NO MATERIALS WE CHOICES IN THE CONTRACT ARE INSTALLED IN OUR HOUSE. Even they promised: LIFE TIME GUARANTEE on their works.  (Please see our pictures that are sent to BBB in previous respond)
  
  To whom it may concern,
  The four companies came to do an estimate after the ******** requested us to have it done. They are agreed that “KBD” was given us a bad job. They are the ones who referred us to contact “BBB” to get help. According to several messages that “KBD” sent to BBB. Wow, they can say anything they want because they have money, I guess. Also, the statement in a contract from the ******** USA, guarantee that “KBD” must deliver quality materials and quality services to us after their signature in a contract. Reminder, The ***** **** promised us that: We do not have to pay a loan and interest until our problems resolved. Thank you the ******** for supporting us in this matter with “KBD” up to present. (BBB, please share this message to the ********).
  
  Thank you, BBB, for helping us try to get our problems resolve with the ******** USA and “KBD”.
  We hope with your (BBB) help, our problems will be resolve soon and hope that no one else will have to learn a hard and suffering situation as we have been with “KBD” in the future.
  
  Thanks to BBB
  
  Best Regards,

  
  
  
   

  
  

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  ***Please see attached***
  
  Regards,
  
  
   

  
  

  Customer response

  04/05/2023

  [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 would be satisfactory to me.

  
  
  Dear Better Business Bureau,
  
  I have reviewed the response proposal made by the KB&D that was sent through the BBB website in the
  reference to complaint ID # ********. I accept the KB&D proposal that they will make appointment to
  come to our house sometimes after 4/13/2023 to complete all the work that has been left undone and to repair all the works that are poorly completed which caused additional damages to our house, plus additional guarantee for any future damages may come based on their poorly job performance which is currently happenned. 
  
  I would like the BBB to notify the KB&D that we are available on Friday, April 14, 2023 any time from noon on (per their request) to meet with them. Thank you, BBB, for your support.
  
  Regards,
  ****** * **** *****
  
   

  
  

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Hi Jonathan and Celeste,

   

  Per our conversation yesterday, you mentioned someone would come to pick up the tile sample. Nothing has happened. I am so disappointed that you did not contact me for over a week with any update regarding the work until I called. I had to call to ask and find out for any arrangements to be made for the repair work to be carried out, as you promissed with BBB and us. 

   

  As stated in my previous email, KBD breached the contract and I trusted what KBD promissed BBB, to carry out all the necessary repair work. It has been over a month since we met (04/20/23) and we are still under frustration with our living condition.

   

  In closing, I feel that this email should not be necessary, but as stated above, it's has been over one month and the repairs have not been made. There is poor communication and no progress has been made on the house.

   

  Regards,

  ******

   

  
  
   

  
  

  Business response

  06/22/2023

  We never charge the client for the foyer tile that was installed, nor the powder bathroom nor the paint going up the stairwell let alone base molding quarter round. I think that at this point this case should be closed. We have done everything that they have asked us to to say that the tile is not finished. We had Mauricio go out there and replace the step out on the shower. If there’s anything wrong, I will have Jonathan go and have him take a look at it and have that corrected. Can we be clear where he is asking to have a quarter round put again this is an excess of his contract but a small price to pay for this painful experience to be over what’s the difference like I said we’re over $10,000 over contract already and that wouldn’t even begin to cover it . We have the pictures of the home prior to us beginning and it looks like Taj Mahal compared to what it did and it is amazing work.. so if we can find out where he’s asking to have quarter round put down I think that would be helpful. If it’s minimal will be happy to have our guy come out there and take care of it but we need to be specific of what it is, you go out there for an inch and a quarter round you end up doing the whole house we’re not doing that so we need specific request 

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  Please see the attached file for further explaintion of complaint details and reason for rejecting KBD's response.
  
  Regards,
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12JUN22 my wife and I hired Kitchen & Bath Decor Houston K&B to remodel the kitchen and the floor in living room under the condition of starting the project immediately and finishing it within a reasonable timeframe because I’m a United States Military service member and was scheduled for an overseas deployment in AUG22 that I didn’t want my wife and two children to deal with problems while I’m gone, other wise I would have hired someone else other than K&B. Celeste the owner assured us verbally that if we pay in full $33237.00 K&B would start within a week and finish the project within three weeks from demolition. We paid everything upfront and they started demolition 24JUN22. Up until now the project is not done yet, and the work was done is not as agreed and not to our satisfaction. K&B was supposed to float the floor with some material to level it out and address high and low points before lying the vinyl which they didn’t do that for the living room but the did it in the kitchen area, yet there is an obvious depression in the floor of the kitchen area. The vinyl tiles started getting popped up and making noise when walking on them. K&B never installed the floor molding trim/quarter round. Some of the tiles were also damaged. We are still missing cabinets in the kitchen or their refund since they change the design. Some of the cabinets are damaged. K&B only installed one slap for the countertop and told us that we only ordered one, and after confronting them they said yes there is a 2nd one and they would order it and install it mid of JAN23 in addition to doing the fire place as a goodwill gesture to which we said no just give us a refund. No cabinets handles installed. No cabinet built-in microwave installed. The project wasn’t supervised and the work done wasn’t as agreed. I tried to resolve this problem but K&B weren’t responsive to our attempts to contact them and when finally got ahold of them, they never showed up to our house to address the issues.

  Business response

  12/20/2022

  Diaa ***** entered into a contract with Kitchen and Bath Decor on June 11, 2022. The project was originally only contracted with the kitchen and flooring remodel. Diaa and his wife were given the option of adding any other component of the original scope that they had left off of the contract due to budgetary restraints within 30 days. Kitchen and Bath Decor quickly turned for demolition and installation. Beginning the demolition of the project on Jun 24, 2022. While Kitchen and Bath decor and its representatives did in fact promise to complete the renovations with expediency, there were many factors the client left out of his account of the events that transpired. 

  As you can see in the attached photos of the contracts, There is a line item for opening up the wall 36” with no beam included. This opening did in fact require a beam to be installed in between the client’s kitchen and living spaces, which was unforeseen until demolition of the wall and the client was made aware prior to demolition.  The clients chose to work with an installer directly to fabricate and install a beam to bridge and support the ceiling. After the installation of the beam, which caused additional delays, the client found issue with the fact that he would have to pay for his own electrical and plumbing changes. This is yet another line item that is clearly noted in the contract that was provided to Diaa *****. The second line item from the bottom on the Kitchen remodel contract clearly states that there is no plumbing electrical or gas included in the contract. Causing yet more disruption to the project management and slowing the renovations further.

  At every turn the installers have been met with resistance and disruption by the family or its representatives. In regards to the flooring, backsplash, hardware etc. 

  During the flooring installation, the installers we’re consistently halted by Diaa *****’s wife extending the duration of the project even more. In the flooring contract it is clearly stated that the luxury Vinyl flooring is to be laid over the existing tile and no float, baseboards, or quarter round was included. This was to help alleviate some of the cost concerns the client had. This was at the client’s own recognizance and was against the advice of Kitchen and Bath Decor. The installers were strong armed into providing float in some areas of the kitchen by the client through constant interruptions and demands of the client. Which was never paid for by the client to the installation team. 

  The kitchen contract also lists that the countertop is not to exceed two slabs of 2 cm Skara Brae countertop. The countertop that was installed, was infact upgraded for the client at no additional charge to the more costly 3cm version of the slab. Which is why the client was offered another half of slab to cover the waterfall drop on the bar and the front of their fireplace. They were in fact never charged for two slabs. 

  The client also chose a backsplash that was split face 1” stone. Upon installation of half of their chosen backsplash the client insisted on choosing another and had the installer remove what was already installed. This incurred additional charges for Kitchen and Bath Decor that were not presented to the client. The customer then chose a more expensive backsplash and had the team install throughout the kitchen and in areas not purchased in the original design.The original backsplash was to be 18” across the back of the countertop and not to include all the way to the ceiling behind the stove. 

  There is no hardware included in the contract for the kitchen. However, Kitchen and Bath Decor offered the customer hardware which they declined and then insisted on having the company provide a different style at no charge. When this was never a responsibility of the company to provide any hardware whatsoever.

  We would love the opportunity to look at the floor and meet with the customer to do a final walkthrough. So that we can create a final punch list and work towards finalization of painting. We would also be happy to bring the hardware that was offered for the client to have installed. 

  We feel that we have been more than accommodating and cooperative with the client and tried to work generously and amicably to resolve these matters. We appreciate the opportunity to voice our side of the events that transpired and paint a more accurate picture of what has taken place. Thank you in advance for your time and consideration in this matter. Happy Holidays

   

   

  Customer response

  12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [K&B is telling outright lies without remorse. 90% of what they claimed is inaccurate because I have text messages from both, Celeste the owner and Jonathan her director of operations refute their lies.]
  
  Regards,
  
  
   
  

  Business response

  01/02/2023

  Happy new year. Our response to this complaint is as follows, the job has been done and its entirety. I believe our last response explains the details in length of aHappy new year. Our response to this complaint is as follows the job has been done and it’s entirety. I believe our last response explains the details in length of exactly what transpired however, the owner of our company Elias ****** has been in contact with this gentleman and has agreed to go and take a look at their flooring, of which they chose to lay over their existing flooring, trying to save money because they believe that there is a little bit of an even as installing this, but they chose to do this to save money their hardware that we gave them free is sitting in the store, waiting for the acceptance for us to be able to deliver it to their house, and have it installed for them that again was absolutely free. We looked forward to a long term relationship with this client with a lifetime warranty on the labor and material and installation. We are completely amicable and it is our soul intention that the client be happy, we will keep you updated as the visit transpires with the client. Our offices are closed till January 5. Thank you once again, we appreciate the BBB in its attempts to mediate the situation and we always stand ready willing and able to expediently resolve any small issue that may arise thank you so much. 

  Customer response

  01/08/2023

  [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 would be satisfactory to me in the event that the business in fact follows through on their promise. The owner Elias ****** has been in contact with us and promised to address all of our concerns. He agreed to fix all the issues and poor quality and incomplete work as well as issuing a refund for all the materials that we were charged for but never being installed. However, it has been a week since he visited my house and met with my wife but we are still waiting for the business to send their crew over to start repairing the defective work.
  
  
  
   
  

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went under contract 8/2022 in September they were hard to reach when Jonathan finally did contact us they started pushing the start date. Told us a demo meeting would happen Oct 11 which was not the impression we got when we paid a $51,000 deposit for work. We asked to cancel and Jonathan said we could. We then asked how our refund would be done. They said they would not give our deposit back that we would get a store credit for any remodeling on a future home. It’s now 12/3/2022 and still no contact from them or our money returned.

  Business response

  12/22/2022

   

  It’s a very disheartening situation for the experience with Kitchen & Bath Decor to be described as the worst ever in your words. However, we would like to paint a more accurate depiction of how the events actually transpired. While you were originally contracted in August 2022,  never had your date been pushed back. You were contracted on August 28, 2022 and on September 1, 2022 you reached out to Jonathan to ask when your date would be for starting your project and you were informed that it was October 11, 2022. Which at that time you were in complete agreement for that start date, since the company had expedited your project in order for you to move into your new home, at an additional expense of which you were not charged for. Then on September 16, 2022 you reached back out, stating that your house deal was on the verge of falling through and that you were pressuring a lawyer to seek legal action against your realtor if there was no resolution that you found favorable for your buy/ sell deal.
  At no time did Jonathan say it was fine for you to cancel. In fact, it was quite the contrary to what you say. You were made aware that there was a no cancellation. No refund policy stated on the contract of which he signed on August 28, 2022. Jonathan actually offered to jump in and re-design a new property of which you would take residence. If your house sale deal fell through to use the existing materials that you had already purchased for the address at Prairie Wind Lane. And to our dismay, as a reward for trying to assist you through a seemingly hard time our kindness was returned with spite. There were calls placed to your credit card company to cancel the charges for the remodel while we were already in possession of the materials for the $51,000 project which you had expedited and contracted.
  We were notified by our merchant account after their thorough examination of the experience and paperwork provided in documentation, they found our contract, our finance and our products valid and honored the charge and it’s only because of that that you’re choosing to try to defame and retaliate against our company while we sit here still waiting to install your cabinets.  We’ve done nothing but treat you with kindness and give you superior service. We are more than happy to work amicably with you to install your product or we can deliver it to you and you may have someone else install it however. We are a victim of your realtor in your home buying experience. All we did was design a beautiful product and plan for you. At Kitchen & Bath Decor we pride our self on transparency, and we are providing the text messages sent to Jonathan to show that there was communication although the customer is alleging otherwise. We’d like to thank the BBB for their consideration. 
  

  Business response

  01/02/2023

  Good morning and happy new year. We’ve tried several times to upload our response to this portal. Not sure if it’s been received, but will try it once more. Our position on this complaint is that we are ready willing and able to perform the projects at forth in our contract as stated, and signed by the client with the prior knowledge that there was 0% cancellation policy, and no exchanges as we are empathetic with the client that they may have had problems with their realtors. This has had no association with our company whatsoever, we’ve always been more than gracious and kind to the client, we would like a scheduled delivery date to deliver the cabinets to the property and get the countertops installed etc.. It is our understanding that the client did close on this property but for any reason that they may not have we have offered to acclimate the product already ordered to fit whatever property they would like  it is not fair to us the business to be hindered by such lack of transparency of what house closed in what house did not it would be very easy for us to check the HUD tax records to find out is our understanding through the information that we have received from our accounting department that the house did, in fact close  With this knowledge, we do not feel that there should be any problem whatsoever and we should simply have a confirmed date of delivery of the materials we stay in committed to the BBB and we appreciate the mediation of trying to resolve this issue in advance other than these solutions our company has no other alternative offers of solution. We stand well within our legal rights of Texas state law. Our contract is solid, and we have every right to perform it under specific performance , we are available from 10 AM to 4 PM Monday through Friday to discuss this directly with a client so that we may have a confirm delivery date thank you so much and have a great day 

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Kitchen & Bath Decor & More on 11/19/2021 for a kitchen remodel, master batch remodel, powder room cabinets, fireplace quartz surround & laundry area tile work. They demoed my kitchen and installed four recessed lights on April 30, 2021. They also installed a vent piping hole in the kitchen which I paid separately for and the amount was $1750.00 and I paid that with a check. I paid them by using two of my credit cards and a portion was financed through ********* Bank. The First payment was made using my **** ** ******* Premium Rewards credit card and the amount was for $27,600 on 11/19/2021. The second payment was made with my **** ** ******* Travel Rewards credit card for the amount of $14,210 on 11/22/2021. The third payment was through ********* Home credit card for the amount of $15,600 on 11/19/2021. I also paid them a $1000.00 design fee and I paid with a check. After the kitchen was demoed and not getting a timeline of completion, I did not hear from the contractor for about a week after the demo took place. I decided to file a payment dispute through my credit card. I was able to recover$14,210 on 05/20/2022 and it was returned to my account. The amount of $27,600 was returned to my credit card on 05/20/2022, however **** ** ******* ruled in their favor and returned the $27,600 to Kitchen & Bath Decor & More on 06/21/2022. I am still making payments on the amount charged to ********* Bank. After losing my payment dispute, I have contacted Celeste on multiple occasions asking her if she has received the $27,600 and she tells me she has not received the money. I have sent her screen shots of my statements showing the money being returned to her on 06/21/2022. I have called **** ** ******* and they assured me that the money has been returned to the original account and to prove it by using my Bank Statements which they said is a legal document. She also has $15,600 that was financed.

  Business response

  11/08/2022

  On November 19, 2021, Mr. JJ ********* entered into a renovation contract with Kitchen and Bath Décor for his home at **** ***** St Houston, TX. The remodel included Kitchen, Fire Place, and Master Bath. Mr. ********* was able to finance $15,600 through ********* bank at 0% financing for a year and Kitchen and Bath Décor took on all associated fees with financing on his behalf. He then split the remaining balance for the renovations between 2 cards $27600 on his **** ** ******* Premium Rewards card, and the remaining $14210 on his **** ** ******* Travel Rewards Card. At the time of contracting Mr. ********* was made aware that the material would be special order and would take several months to arrive, during which time Mr. ********* was updated by members of the team on the status. Mr ********* then proceeded with a formal walkthrough for demolition after the arrival of materials.  Mr. ********* was then informed by several members of the staff at Kitchen and Bath Décor that his cabinets would be ready to install the following week. 
  To Kitchen and Bath Décor’s dismay, Mr. ********* had already began to dispute the charges through ********* and his credit cards, although the demolition and plumbing had already been addressed. During this time our superintendents and installers still made daily attempts to accommodate the contract and deliver his cabinetry unaware of all disputes. Mr ********* then ceased all communication with Kitchen and Bath Décor on April 22, 2021. 
  Only upon losing his dispute on one of his credit cards and ********* did Mr. ********* begin to communicate with Kitchen and Bath Décor on July 25, 2022. At this time Mr ********* asked if he could be put back on the schedule for installation. Throughout a constant stream of text messages over the next several weeks and months until present day,  Mr ********* has been informed that the funds from his credit card have still not been returned to our accounts. Kitchen and Bath Décor has continuously held the position of being ready to perform the work once the funds were once more received. Mr. ********* has also been provided with photos of our bank statements showing that the funds have not been reallocated.  As of today, Kitchen and Bath Décor is still in possession of Mr *********** cabinets, countertops, tiles for the bathroom and backsplash. We also stand ready, willing, and able to perform the job, once we receive the funds that he has alleged have been returned but not received by KBD and the remaining balance that has been returned to the client.

  Customer response

  11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I have spoken to my credit card on many occasions and have assured me the money has been returned. Attached is my July bank statement showing $27,600 dollars being returned to Kitchen & Bath Decor & More on 06/21/2022, which **** ** ******* has said is a legal document. 

  Solution one: Is to for Kitchen & Bath Decor & More to tell the bank to return the money ($27,600) to me and then I in turn write her a check for $27,600 to start the project and provide a timeline of completion.

  Solution two: Kitchen & Bath Decor & More has $15,600 that was financed through ********* bank and which I am still making payments. If Kitchen & Bath is acting in good faith and is willing to work with me $15,600 is more than enough to start the job while we find my $27,600. Keep in mind I have not had a kitchen in months.

  Solution three: I am willing to pay for the materials Kitchen & Bath Decor & More has for my project with the $15,600 financed through ********* Bank so I can hire someone else to start the remodel.

  These three options are fair and shows I am willing to work on a solution. I have not had a kitchen since May and Kitchen & Bath Decor & More does not seem to care. 

   

   

  
  

  Business response

  11/16/2022

  Good evening Mr. ********* after reading your response we would like to go with option number three and that we will use the $15,000 that was financed through ********* to cover the cost of your kitchen materials cabinets countertop and backsplash if there is any monies owed in addition to the $15,000 we would like that you would make good on those funds we will check your contract for the total amount purchased on the kitchen we owned the cabinets at this time and we are happy to deliver them to your house after the Thanksgiving holidays if you would like to proceed with the countertops and backsplash we’d be happy to install that as well for you and you can pay us the difference just on the kitchen  .  It is our sole intention to work and I can believe with you to find a solution as we are empathetic with your financial situation we have done everything within our power to try to help you resolve that we have contacted the merchant we have given you screenshots of our bank accounts we have had more than an hour and a half conversation via text at one given sitting time we do care about you and we do care that you have a kitchen and we would like to find an amicable solution to work with you if you would not like to pay for the installation of the cabinets the countertops and the backsplash we will give you the cabinets and the slabs and the material at no additional cost as an act of resolution.  Please let us know if this will act as a resolution and we wish you the best of luck in your future endeavors and we hope that you work out this with your credit card company it was extremely difficult on our company with a chargeback of more than $41,000 owed to our company we hope that you can understand that this was not a 

  Customer response

  11/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    Please clarify your response please.
  

  Business response

  11/29/2022

  We are clearly an dismay of why this would not resolve JJ ********* complaint we are giving him what he asked for we have $15,000 of finance is the only verified funds that we have received due to his chargebacks we are willing to deliver what he asked the cabinets and the countertops and the backsplash so that he could seek another installer we are being more than generous and we need this resolved at this point we are not sure why this is still an open complaint as we offered him one of his options and we would like this resolved thank you so much to the Better Business Bureau for their intervening in mediation in the situation we look forward to an expedient amicable solution to this so that we can get Mr. ********* kitchen delivered to him as we would like to move on

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  I do not reject the offer from the business for the $15,600 in dispute and would like to continue negotiations to retain the money for materials and cost of labor that was not provided. Attached is the latest statement as well as proof of monthly payment.

  
  Regards,
  
  
   

  
  

  Business response

  02/02/2023

  We answered this complaint before, and we clearly stated that we would take the option that he offered that the money that we received through finance of ********* we would supply the product while he figured out where the rest of the money that he charge back on us was which is to the tune of about $41,000. We are being kind in the fact that we are more than happy to deliver his cabinets and countertop material and he can find another installer to install it for him. we are trying to be amicable and generous in this attempt to try to find a solution. Once he completes reimbursing us for the money that was charged back for his contract. Will be happy to do the remaining work once it’s been paid for we hope that this is helpful and informative. However, last time when we agreed he did not answer the BBB in the BBB successfully closed his complaint . We hope that this will bring fruition to the situation and we move forward. Thank you so much for reaching out to us have a wonderful evening.

  Business response

  02/06/2023

  Will be happy to set up a time to do a final walk-through since it’s been some time since we’ve seen the kitchen to go over any final request. Your cabinets are here in Houston and ready for installation but I want it to be said for the record that it is coming upon a year because you charged back more than six months ago and we’ve been trying to get paid. We opened your job and we were working on your job when you charged back on us after we did the build out and the lights etc. and didn’t answer the phone s so you couldn’t reach us on the company phone at 832-620-1700 and will be happy to set up a meeting so that we can come out and take a look at the kitchen and show you your design and show you exactly how it will be installed so that we can move forward. We are happy to find a resolution. We wait to hear from you via text message or phone call at 832-620-1700 again we will provide the amount of product that you purchased with the finance from ********* and your cabinets are here ready for installation.  Once we’ve had our visit, we will give you a confirmed day of installation so that we can bring this to complete fruition. Thank you so much.

  Customer response

  02/15/2023

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have signed the contract and was asked to pay off in Sep 26th, 2021 with a promise to finish both bathrooms remodeling by the end of 2021. Celeste, the owner, kept postponing until March 1st 2022 with an estimate to finish the master bathroom (9ft x 11ft) in 4-6 weeks, then move on to the 2nd bathroom. We were very easy and understanding at first, but from March 1st 2022 until now June 18th, she kept postponing to finish master bathroom and it has been 12 weeks passed. We had to change our original plan with the vanity because she could not order it for us. We also had to coordinate her staff ourselves with her approval because she did not care about us anymore. We had to push her frequently. She also denied to work on our 2nd bathroom although they are not related because her workers are busy with other projects. It is very unacceptable excuse because we have paid off everything. We are doctors, so we need good sleep, but we had to sleep on our sofa for 9 weeks straight with so much stress dealing with her and the project. We just want to get it done and never go back to this company again. Multiple times we requested her to take our project seriously to finish early, but she did not care. If this complaint does not get resolved, we will have to seek a law suit and we have all evidences to win the case.

  Business response

  06/30/2022

  From: Kitchen and Bath Decor . <[email protected]>

  > Sent: Wednesday, June 29, 2022 10:26 PM

  > To: [email protected]>

  > Subject: [External]Complaint ID ******** - Response

  >

  > In September 2021 we offered Mr. **** 0% financing and we covered the finance cost for an entire year at no cost Mr. **** as a courtesy although it was our expressed intention to finish the bathroom by the end of 2021 as a country we were exposed to another variant of Covid and several workers and customers had come down with the virus not to mention that there were supply chain issues especially and not limited to their vanity which was produced in Cambodia the materials and we were not able to receive them for several months although this was the case week elected to continue and start the bathroom remodel which had a promise date of 4 to 8 weeks the delay was having to order an additional custom ordered vanity in the states as we waited for the delivery we worked on their bathroom tile floor sheet rock tape float texture demolition etc. at every turn we exceeded the ****** expectations as you can see in the pictures that we have provided we value our customer with a lifetime warranty on the labor material and installation.

   It was consensual that we both decided that it was in the best interest of the client and the installers that we start the project in March 2022 to being completely commutative and accommodating to the client in every way we started as promised.

  The vanity was always ordered from the very beginning however the distributor was not able to deliver the materials in the timeframe that we requested so therefore we spent more than twice the amount to satisfy the customers need and jumped in to do other things that were not a party to the contract to compensate the client for any delays this is not something that is limited to our company, it’s some thing that we’re all going through in the entire world and as much as we would have loved to had the original vanity the new vanity looks amazing and I believe exceeds the design elements that the original vanity had the inspiration vanity that they originally chose is almost exactly the same and they chose a completely different color white as opposed to the dark brown that they had originally chose so it turned out to be to their benefit.

  To say that We did not care about them anymore was completely erroneous and frankly not honest we had them on a group text message with all the executives of our store including you’re not limited to my managers daily letting them know everything that was transpiring on their project other projects were drop to accommodate their schedules and their needs we value them very much and we still stand amicably prepared to provide their secondary bathroom.

  As mentioned to all clients, we do not open more than one project in a house at one time to not disturb the flow of our clients lifestyles this was explained and accepted from the beginning as we completed the master bathroom the same installer is requested to do their secondary bathroom the installer has free scheduled installations that were put off so that he could do their bathroom as opposed to another installer if they were willing to work with another installer we would not have a problem starting their secondary bathroom immediately.

  To say that we’re busy is absolutely correct we are busy performing the jobs for our loyal clients just like Mr. ****.

  As we respect that Mr. **** made the choice to sleep on his sofa for nine weeks there’s many bedrooms in the house we’re not sure why they chose to sleep on the sofa but we did everything in our power to accommodate them.  We gave more than amazing service and more than what they had paid us for to give you an example of the secondary bathroom we’re doing it for $12,000 this is the price that you wouldn’t even find in 2018 let alone 2022 but we are standing by our contract we’ve already purchased the material of which the tile for the bathroom is already in the property in the possession of the client we have the remaining part of the materials available for delivery immediately will be happy to complete the project or will be happy to compensate the client for the labor and deliver the material we stand ready willing and able to stand by our lifetime warranty on both bathrooms regardless if the secondary bathroom is just material only we will stand behind the product for a lifetime as well.

  We want to thank the BBB for its continuous support and intervening and trying to mediate a situation it is our complete desire and effort to resolve this amicably and exceed the clients expectation in every way we apologize if we fail to do so in and Mr. ****** expectations of time frame we really are working extremely hard out in the field both clients and installers currently are experiencing Covid and it’s with very careful navigation that we take on each job and try to be preventative and productive once again we thank you for your kindness and consideration and advance in this matter and we look forward to reaching an amicable resolution

  >

  > Thank you,

  > Kitchen and Bath Decor Management

  >

  Customer response

  06/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  If a person makes a mistake and does not accept her mistake, but instead tries to find excuses, she will make mistakes again and again. Please read all of complaints in the past about this company. We are not the first one having the same delay issue with this company.

  
  

  About 0%  interest, we applied and later found out that it was just another form of credit card, so we paid it off to prevent high interest in the future. So it was no benefit for us. 

  
  

  About us sleeping on sofa, we had no choice because the other rooms were occupied by our other family members. Her estimated time of completion is 4-6 weeks, as stated in her message and verbally at demo day. Who would think it could extend to 18 weeks for a 9x11ft bathroom remodeling?

  
  

  The tile for the 2nd bathroom was wrongly delivered to my house very long time ago in March. They gave us wrong tile for the master bathroom. Luckily I checked and rejected before they were installed. They had to pick up correct tiles later. The amount of tiles they gave us wrongly is enough for master bathroom, but way more for 2nd bathroom. Thats how I know they have the tiles stored in their warehouse and  it was not like they ordered ahead of time for us. The tiles are still in my garage. We do not need them. They can take back any time.

  
  

  Celeste kept using Covid excuses for her delay, even until now. A responsible person/company would not use that excuse when she took in 40+ project at any given time as she stated in her text messages. Celeste broke our  business relationship and our trust, so I cannot let her company to take care of my 2nd bathroom.

  
  

  I demand a full refund of $12,000 for the 2nd bathroom remodeling so I can move on with my 2nd bathroom project. If I do not receive this amount in full, I **** ******* **** * ******** * **** **** *** ********* ** **** ** * ******* *** ***** *** ** *** ****** ***** * ** *** **** **** ** ** **** *** ***** **** *** ***** **** ****** *** ******* 
  
  Regards,
  
  
   
  

  Business response

  07/11/2022

   Dear client, Thank you so much for reaching out to us, to whom it may concern we have come to a mutual agreement with the client that is mutually amicable and we appreciate BBB intervening and its assistance with resolving any unresolved issues we have a letter that we’ve received from the client that we intend to sign and honor. We stand committed to our client to warranty all the labor material installations on any project performed. We thankall parties for this resolution and we will work amicably to complete everything that was requested by the customer.

  Sincerely,

  Kitchen and Bath Decor

  Management Team

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Hi Celeste,

   

  We agree to let you make the refund in installments as you asked for.  

  Please sign the attached agreement and email back to me.

   

  Thank you.

   

  Tan **** & **** ***

  
  
  Regards,
  
  
   
  

  Business response

  07/13/2022

  We have sent the signed agreement to the client. We have signed and agree to the terms and ask that the tile be returned at the time the refund agreement is excepted.

  Thank you in advance for your kindly working with us at Kitchen and Bath Decor to find an amicable conclusion to your contract we stand committed to always be here for you if ever you should need anything.

  
  

  Sincerely,

  Kitchen and Bath Decor

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I would like to extend this complaint until I receive my refund fully in July 30th. I have bad experience with this business about keeping their promises.
  
  Regards,
  
  
   
  

  Business response

  08/05/2022

  We have filled our obligation of repayment via Venmo but we have reached our monthly ability to send and transfer money we have been in touch with Mr. **** and he understands that we will be delivering a check to him in the sum of $4000 final payment on Tuesday, 9 August to complete final payment and settlement agreement at which time we will pick up the tile we think that will be for mediating the situation and finding a resolution between parties we think Dr. **** for all of his kindness and consideration and we will stand beside his product and installation that he has performed with our company for the lifetime warranty.

   

   

  Customer response

  08/10/2022

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 21, 2021 we met with the Kitchen and Bath Decor staff. We ordered kitchen cabinets, back splash, three quartz slabs and hardware. We paid for everything in full because they were running a "special" to save sales tax. We signed a contract that stated 4 to 6 weeks delivery however; it was breached. We did not receive a start date until December 7, 2021. On the delivery date the Foreman whose name is Hunter showed up, dropped off kitchen cabinets and left with no explanation. The next day the cabinet installer came and hour late and proceeded to install the cabinets. I immediately noticed that the cabinets weren't the correct ones. I called Hunter and he stated that they would use fillers to make sure the cabinets fit. There were numerous errors and each time we were told they would fix it. We have a farm sink and the cabinet is too small. Hunter stated that he would cut the top of the cabinet to make it fit. The installer said it wouldnt fit and we needed a new cabinet for the sink. The cabinet is sitting in the middle of the floor and not installed. We sent them measurements for all of our appliances and non of the cabinets fit. I called the owner Celeste with my concerns and she stated she was getting her nails done. She called back and I begin to explain what was going on. She stated that they saved us and we should be grateful for them. I asked her what would be the solution and she stated I was being childish because I wanted my money back. She is refusing to work with us or give us our money back. We can't use the cabinets because they don't fit our kitchen. They are too small. I tried to call her again and no response. I would like to get our money back and move on to get a company that can complete the job correctly. I am attaching evidence of the faulty work.

  Business response

  12/27/2021

  Mrs. ****** ordered cabinets based off a design she provided, which we only then verified the measurements, Two slabs of Quartz Countertops, and a subway tile backsplash. While the client states that she paid in full, it is required as a company policy especially regarding her contract due to it being graviously discounted due to the sale or “special” as the client has so put it, as well as additional discounts given to meet her very limited budget, out of the good hearts of the owner and employees that helped in the attempt to put Mrs. ****** kitchen back together. While we try to be as realistic as possible as we give dates, due to the circumstances of the current climate of the word, Materials are delayed. The dates we provided are our best estimation in regards to other clients materials time frame in arriving, but as stated in our contract certain circumstances such as weather, natural disasters, and virus’s such as the corona virus, may result in the rescheduling of work that is set for in the contract. While it would be most ideal to have our contracts work in a stacked manner, due to the high volume of clientele and conditions of the arrival of material, it is not always possible. While the client states the her project manager, Hunter, dropped of the Cabinets and left after, only for the cabinet installer to show up the next day late is simply not true. Hunter, her project manager, delivered the cabinets with the cabinet installer who helped unload and began the cabinetry installation the same day. The client then states that there were numerous errors and was assured each and every time that they would be promptly solved, as Kitchen and Bath has attempted to do at every turn. At any point if the client was displeased at the installation and did not want to continue, did she not say anything until there was a few cabinets left. While Hunter, her project manager, has been with her every step of the way, has been verbally abused by Mrs. ****** on multiple occasions. Once again the client has said that she called the owner and was told she was on a personal errand and would be called back at a time that she could express her concerns without being interrupted. On a personal day, she returned Mrs. ****** phone call, which under normal circumstances the client works directly with their assigned project manger, did the Client lashed out, berated her and was completely combative in regards to every solution that the owner tried to come to in the best interest of the client, and demanded a refund. Everyone here at Kitchen and Bath Decor has done our best and has gone above and beyond in the attempt to please Mr. ******. This client has changed multiple things on her contract and each and every time approve said changes and we as a company and humans have been more than accommodating. In a charitable state of mind, we accepted the Client’s contract in an attempt of good will due to the clients inability to find another contractor, and in such a case as this, it is not hard to see why. Another malicious attempt to try to hurt the very people trying to help her. As always, we are ready, willing and able to preform our contract to fullest extent. We are a proven brand of superior customer service and on a daily basis we exceed customer expectations and appreciate the BBB working with us to find a solution as they have for the last nine years.  Please be advised that the pictures provided below were during the process of installation the picture with the lady on the ladder was putting in the shelves to complete the installation .

  Customer response

  01/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  Are the issues resolved? ____________Yes ______X_______No

   

  If yes, when was the issue resolved?

  N/A

   

  If no, what issues remain outstanding?

   

  We have reached out to Ms. Celeste, the owner of Kitchen and Bath Decor in an attempt to resolve this issue.  Per our contract we purchased kitchen cabinets, back splash, counter tops (3 slabs of quartz/granite), and hardware. She is aware of the problems with the cabinetry and refuses to work with us to get new cabinets that will fit our needs. She stated that we had a limited budget which was not true. They were running a special which required us to pay up front for all items including labor and materials. We paid them for all services and we have not been able to get the material or services that were agreed upon in our contract.  Although we have paid for all items and services Ms. Celeste refuses to release the remaining items. She stated that the the contract is with their legal department and that she doesn't have access to our contract. We have asked for the money back on the faulty cabinetry and to allow us to pick up the remaining items that we paid for. I have attached more pictures from the cabinet installation as well as a copy of our contract which will outline what we paid for. 

   

  Did you ever file your case through the court system? No. We have not filed because we have been trying to resolve this issue through BBB and Kitchen and Bath Decor. We have consulted with an attorney and if we do not resolve the issue we are prepared to file in the court system. 

   

   If so please include a copy of your filing or judgment for our files.

  N/A

   

  I have attached the text messages requesting a time to pick up the remaining items. We will have to pay another contractor fees to install the material. We have also paid Kitchen and Bath Decor to install which will not happen due to Ms. Celeste refusing to work with us. 

  
  
  Regards,
  
  
   
  

  Business response

  01/31/2022

  I’m sorry but what the ****** family is saying is absolutely not true they never once said anything about us coming out to fix the cabinets they waited for us to completely install it then they decided that’s not what they wanted but it’s everything that they ordered and kicked the installers out Miss ****** called and aggressively verbally just sort of attacked me and told me that they wanted to try to get their other parts of the contract the free hardware package the two slabs not three slabs and their backsplash from me so that they can then file a lawsuit against me when they couldn’t get an installer to take their job for several months I’m not sure why except for the fact that she explained to me it was too small and nobody wanted it  I don’t think that’s the fact at all I think that nobody wanted the job because the way Miss ****** treated people it’s not OK to treat people disrespectful it’s with my legal department because we’re making the decision of what is the best solution that is amicable between all parties we are not planning to release the materials and then turn around and be sued for Cabinetry  that has already been installed so at this point our legal department will be handling this every time I want to trust the situation and work with her to give her materials in her contract which it clearly states that the contract would not be interrupted and there are no changes and no refunds  she does something to show me exactly that hurt intentions are not here so I will be turning this over to the legal department of which has the file at this time and they can negotiate a settlement that this will be completed and the Materials will be delivered or picked up upon negotiation and the cabinetry of which they received every cabinet has been installed we want to have the opportunity to provide and complete any small areas of the cabinetry that they may feel or elude that there is a problem because there was absolutely no problem until the last cabinet got screwed onto the wall I’m not sure what their true intentions are or what the tactic is here but this is up above my ability to deal with and we will have our legal counsel reach out to them and talk to them about how to move forward we as always appreciate the Bbb trying to intervene and mediate in the situation there is a rare occasion  that is impossible for us to move forward in a solution because we’re not clear of the true intention of the client we are also happy to discuss this via phone with the BBB at any time to help ensure an amicable end and solution we were happy to jump in and help Miss ****** this was definitely not our expected  reward for doing so

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