ComplaintsforKitchen Tune Up - Grapevine

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired "Kitchen Tune Up" earlier this year, and we have had a terrible experience. We thought we would be protected by hiring an established "company." They are a franchise and have locations across the US. What was supposed to be a 2 week install, turned into over 3 months of torture, where they basically left my kitchen in a complete disarray and made mistake after mistake. We have pictures of our kitchen and other areas of the house left in terrible condition for weeks. They would not come back out and fix what they could until the replacement doors (that needed to be reordered due to their mistakes) were in.We have paid them $80,000 to-date, and ordered very expensive, custom made cabinets. We were willing to move past the terrible experience, until the day that they installed our drawers. We have 37 custom maple drawers, and in every single one of them, they have branded my drawers with their logo. It is in a prominent position every time you open a drawer. This was obviously not in the contract, and they refuse to replace the drawer boxes. Not to mention that I will be reminded of this experience every time I open a drawer. Additionally, they had completed a pantry earlier, and there was no logo in those drawers. My kitchen is not their billboard, and I did not authorize them to advertise on my custom cabinets. This is not standard and should be corrected. They purchased the cabinets from ********************, and for them to put their business name (Kitchen Tune Up) all over them is terrible. We did not authorize this and it is clearly not in the contract (attached). When I asked them to fix this, they said they would not. She also admitted that as a result of this issue, she has updated their contracts to ensure that the customers are aware of the logos being branded on the cabinets. She acknowledge that it was not clear, and that is why they updated the contract. This confirms they made a mistake but will not correct it.

  Business response

  10/27/2023

  Regarding timeliness of job completion:
  We are sorry ******************** was unhappy with the timeline.  We have noted details below which are relevant to timeline.  The homeowners hired us to remodel their kitchen on 6/1/23. The designs included creating renderings and elevations and were reviewed in depth with both homeowners via in person and via zoom discussions.
  Once they approved the plans, designs, configurations, and measurements, we confirmed the order of the cabinets on 6/09/23.  During shipping, some cabinets incurred minimal damage, these were noticed at various points after the cabinets were installed, making the reorder of these items at various times, and causing unavoidable delays. 
  We do not schedule customers outside contractors such as flooring, electrical or plumbing. We follow their lead on these items since we are not contracted for said work. 
  Changes in the schedule occurred several times at the request of the customer. The cabinets were delivered and present onsite on 8/18/23, but after discovering major flooring discrepancies and informing the customers, they decided to delay the cabinet installation and have the floor installed before our cabinets to avoid the need for shoe molding.  This caused delays in our schedule, which we did not charge the customer for, but rather pivoted to being flexible and agile. They told us 8/26/23 their flooring was done and we were there 8/28/23 reinstalling cabinets.
  Lower cabinet doors/drawers were uninstalled to make electrical/plumbing/countertop install easier on these trades.  They were placed safely in the home.   ****************** agreed with this to avoid cabinet damage.
  By 8/29/23 the kitchen perimeter cabinets were installed, and our team worked on installing the two islands following our agreed upon layout.  We attempted to install the second island but ******************* asked to change the island positioning and this was moved, again at no additional cost to her, and again, causing delays in the countertop templating and in completion of the project.  By 8/30/23 the islands were in their final places.
  9/1/23  Mr & ****************** sought out their own tile installer although we were already contracted for the work.  We released them from this portion of the contract and refunded costs.  This pushed their tile install to 9/6/23 with the new installer.
  9/4/23 Countertops were installed. See pic.
  On 9/05/23 my sub-contractor was scheduled to move the lighting above the island. On this day, ****************** told me to postpone the work as they decided that they wanted the countertops installed first. This change request caused delays as I had to reschedule my sub-contractor.
  We requested expedited replacement of the damaged and mis-ordered doors, shortening the remake time from 8 weeks to 3 weeks. There was little to no work completed during this time, as we had to wait for the replacements before any additional work could be completed. During this time, the kitchen was functional.  
  10/11/23 All but 1 door replacement had arrived and I reached out asking if we could return 10/13/23, ******************** said they were unavailable, but requested 10/20/23.  I agreed to this date and our team arrived and worked to complete the list of items as requested.  
  Regarding KitchenTuneUp logo placed inside the drawers:
  We are very sorry to hear Mrs ******** unhappiness with the logo placement in her drawerboxes.  As a franchisee, we are required to source our materials from approved suppliers. The logo was not imprinted at my request, this is a standard industry practice.
  All maple drawers are custom, soft-close and fully functional with a UV finish on the inside and affixed drawerfront in the style and stain the homeowners ordered. 
  ******************* informed me that she found the Kitchen TuneUp logo tacky and is embarrassed that anyone would think she "cheaped out" on her cabinets. However, then advised that she would be okay if it had been the manufacturers logo.     
  ****************** apologized to us personally privately at their home for the "drawers" and apologized to *********************** in person on our last day 10/20/23 of work while they checked off the final list of to-dos together. 
  I have reviewed our contract with our home office and have no added disclaimer regarding logos.  Additionally, our online presence has examples of our logo'd drawers and rollouts. The project shown in home to ********************* contained professional pics from the ******** project which displays the logo drawerbox pictures. ********************* was inspired by these pictures and decided on the same color scheme and door style.  See pics attached of project finished Dec 2022. 

  Customer response

  10/27/2023

  I am rejecting this response because:   Everything that they wrote are LIES.  I am shocked that they have the audacity to provide that response.  Anyone who worked on this project, including their subcontractors, know that they were a complete disaster and for them to provide that response is ridiculous.  The delays and mistakes were a result of their incompetence. Even the people at the tile shop where they ordered my tile from said that **** was terrible to work with and that she didn't know what she was doing.  I am just trying to help others so that they don't make the same mistake that we did.  **** and ***** know that they screwed up multiple times throughout our project and all we wanted was for them to do the right thing.  I had zero intention of complaining about our experience, but when they refused to replace the drawer boxes with their logo all over them (which is not standard and not in the contract), I will make sure that the public is aware of our experience.  PLEASE SEE BELOW MY RESPONSES TO THEIR LIES.  I HAVE ALSO ATTACHED AN EMAIL STREAM THAT SHOWS THE COMMUNICATION STREAM AND THE MANY ISSUES AND DELAYSTHAT WE EXPERIENCED.  I HAVE ADDED PICTURES OF WHAT MY HOME LOOKED LIKE FOR WEEKS WHILE THEY "WAITED" FOR THE DAMAGED CABINETS TO COME IN.  

  Changes in the schedule occurred several times at the request of the customer. The cabinets were delivered and present onsite on 8/18/23, but after discovering major flooring discrepancies and informing the customers, they decided to delay the cabinet installation and have the floor installed before our cabinets to avoid the need for shoe molding.  This caused delays in our schedule, which we did not charge the customer for, but rather pivoted to being flexible and agile. They told us 8/26/23 their flooring was done and we were there 8/28/23 reinstalling cabinets. ****: MANY MONTHS PRIOR TO THE KITCHEN INSTALL, I ASKED KITCHEN TUNE UP IF I COULD INSTALL MY FLOORS FIRST, SO THAT I COULD GET THE REST OF MY RENOVATION COMPLETE WHILE WE WAITED SEVERAL MONTHS FOR THE CABINETS TO COME IN.  THEY INSISTED THAT WE WAIT, AND THEY EVEN REACHED OUT TO THEIR OTHER KITCHEN TUNE UP NETWORK FOR ADVICE.  THEY SAID THAT FLOORS ALWAYS GO IN LAST, AFTER THE KITCHEN INSTALL.  FAST FORWARD TO THE *** THEY SHOWED UP TO INSTALL THE CABINETS. THEIR SUBCONTRACTOR SAID THAT THERE WAS NO WAY HE COULD INSTALL THE CABINETS WITHOUT THE FLOORS BEING INSTALLED FIRST, WITHOUT HAVING ISSUES.  SO AFTER 3 ***S OF THEM INSTALLING CABINETS, THEY TOOK THEM DOWN AND STORED THEM ALL OVER MY HOUSE.  THIS CAUSED US TO SCRAMBLE TO TRY AND MOVE ALL OF OUR OTHER TRADES UP, IN ORDER TO GET THE FLOORS INSTALLED SO THEY COULD COMPLETE THEIR WORK.  **** APOLOGIZED AND ACKNOWLEDGED THAT THEY MADE A MISTAKE AND SHOULD HAVE TOLD US TO INSTALL OUR FLOORS FIRST. THIS DELAY WAS CLEARLY A RESULT OF KITCHEN TUNE UP'S INCOMPETENCE, AND IT CAUSED US A LOT OF STRESS.
  

  Lower cabinet doors/drawers were uninstalled to make electrical/plumbing/countertop install easier on these trades.  They were placed safely in the home.   ****************** agreed with this to avoid cabinet damage.  ****:  NOT TRUE.  THE CABINETS WERE LEFT ALL OVER MY HOME (SEE PICTURES) AND IN MY HOT GARAGE.  "SAFELY" IN MY HOME MUST MEAN TAKING UP THE ENTIRE LIVING ROOM AND KITCHEN, WHERE WE COULD NOT EVEN WALK.  AFTER SEVERAL WEEKS, WHEN I CALLED **** TO COMPLAIN, SHE SAID " I HAD NO IDEAS THAT THE CABINETS WEREN'T INSTALLED.  I HAD NO IDEA THAT THEY WERE ALL OVER YOUR HOUSE AND THAT YOU COULDN'T USE YOUR KITCHEN." 
  

  
  By 8/29/23 the kitchen perimeter cabinets were installed, and our team worked on installing the two islands following our agreed upon layout.  We attempted to install the second island but ******************* asked to change the island positioning and this was moved, again at no additional cost to her, and again, causing delays in the countertop templating and in completion of the project.  By 8/30/23 the islands were in their final places. ****:  THIS IS NOT TRUE.  IN ****, THE *** SUBCONTRACTOR TOLD US THAT THE ISLANDS WERE TOO NARROW FOR OUR ***** AND SUGGESTED THAT WE WIDEN THE COUNTERTOP.  THIS WAS SOMETHING I WASN'T EVEN AWARE OF.  IT WAS KITCHEN TUNE UP WHO MADE THE SUGGESTION TO WIDEN THE ***** BECAUSE THE DESIGN THAT *** PROVIDED WAS TOO NARROW. ONCE AGAIN, THIS IS AN EXAMPLE OF ****'S INCOMPETENCE.  
  

  9/1/23  Mr & ****************** sought out their own tile installer although we were already contracted for the work.  We released them from this portion of the contract and refunded costs.  This pushed their tile install to 9/6/23 with the new installer. ****:  THIS IS A LIE.  KITCHEN TUNE UP TOLD ME THAT THEIR TILE CONTRACTOR COULD NOT DO TO THE WORK. THEY SAID THAT THEIR TILE *** WAS NOT AVAILABLE AND NOT GOOD ENOUGH FOR OUR PROJECT.  THEY ASKED IF WE COULD HIRE SOMEONE ON OUR OWN. ONCE AGAIN, FORCING A DELAY AND A LOT OF STRESS ON US.  AGAIN, THEIR MISTAKE.

  On 9/05/23 my sub-contractor was scheduled to move the lighting above the island. On this day, ****************** told me to postpone the work as they decided that they wanted the countertops installed first. This change request caused delays as I had to reschedule my sub-contractor. - ****:THEIR SUBCONTRACTOR TOLD US WE NEEDED TO WAIT UNTIL THE COUNTERTOP WAS INSTALLED BEFORE THE LIGHTING WAS INSTALLED BECUASE THEIR DRAWINGS WERE NOT RELIABLE ENOUGH TO INSTALL THE LIGHTS WITHOUT THE COUNTERTOP INSTALLED.  AGAIN, THEIR MISTAKE.

  
  We requested expedited replacement of the damaged and mis-ordered doors, shortening the remake time from 8 weeks to 3 weeks. There was little to no work completed during this time, as we had to wait for the replacements before any additional work could be completed. During this time, the kitchen was functional.  ****: THIS IS NOT TRUE.  WE HAD A LIST OF ITEMS THAT NEEDED TO BE ADDRESSED IN THE KITCHEN AND THAT COULD HAVE BEEN ADDRESSED (I HAVE ATTACHED THIS LIST).  THEY ALSO HAD WORK TO FINISH IN THE PANTRY, AS WELL AS THE BATHROOM, THAT WAS STARTED MONTHS BEFORE THE KITCHEN INSTALL.  I CAN NOT BELIVE SHE SAID THERE WAS LITTLE TO NO WORK TO COMPLETE.  THEY LEFT OUR HOUSE IN COMPLETE CHAOS, WITH PLASTIC ALL OVER MY KITCHEN THAT COULD HAVE BEEN COMPLETED. 

  
  Regarding KitchenTuneUp logo placed inside the drawers:
  We are very sorry to hear Mrs ******** unhappiness with the logo placement in her drawerboxes.  As a franchisee, we are required to source our materials from approved suppliers. The logo was not imprinted at my request, this is a standard industry practice.
  All maple drawers are custom, soft-close and fully functional with a UV finish on the inside and affixed drawerfront in the style and stain the homeowners ordered. 
  ******************* informed me that she found the Kitchen TuneUp logo tacky and is embarrassed that anyone would think she "cheaped out" on her cabinets. However, then advised that she would be okay if it had been the manufacturers logo.   ****: THIS IS NOT TRUE.  I SAID IT IS NOT STANDARD TO HAVE A CONTRACTORS NAME INSIDE CUSTOM CABINETS. WHAT I SAID IS THAT  KITCHEN TUNE UP DIDN'T EVEN MAKE THE CABINETS, AS THEY DIDN'T EVEN MANU****URE THE CABINETS. THIS IS NOT STANDARD.  WE HAVE TALKED TO SEVERAL CABINET MAKERS AND SHOWN THIS TO A SIGNIFICANT AMOUNT OF PEOPLE, AND EVERYONE HAS SAID THAT THIS NEEDS TO BE CORRECTED. AND YES, IT DOES LOOK TACKY AND CHEAP AND ANYONE READING THIS THAT SEES THE PICTURE WILL AGREE. BUT AT THIS POINT, WE WILL LET A JUDGE DECIDE.  

  
  ****************** apologized to us personally privately at their home for the "drawers" and apologized to *********************** in person on our last day 10/20/23 of work while they checked off the final list of to-dos together. ****: **** DID NOT APOLOGIZE FOR THE DRAWERS.  **** WAS TRYING TO BE NICE AND APOLOGIZED THAT THIS HAS HAPPENED IN HOPES THAT KITCHEN TUNE UP WOULD DO THE RIGHT THING AND FIX THE DRAWERS.
  I have reviewed our contract with our home office and have no added disclaimer regarding logos.  Additionally, our online presence has examples of our logo'd drawers and rollouts. The project shown in home to ********************* contained professional pics from the ******** project which displays the logo drawerbox pictures. ********************* was inspired by these pictures and decided on the same color scheme and door style.  See pics attached of project finished Dec 2022.  ****: ********************* TOLD ME ON THE ***** THAT SHE HAS UPDATED HER CONTRACTS WITH A DISCLAIMER ABOUT THE LOGOS.  IF SHE IS NOW SAYING THAT SHE HASN'T, THEN SHE LIED TO ME ON THE *****.  I EVEN ASKED HER, "IS IT IN MY CONTRACT?"  HER RESPONSE, "NO.  I CAN'T GO BACK AND CHANGE A CONTRACT THAT HAS ALREADY BEEN SIGNED." 

  THE PROJECT THAT WAS SHOWN TO ME DID NOT SHOW LOGOS INSIDE THE DRAWERS.  THE PROJECT THAT SHE SHOWED ME IS PROMINENTLY DISPLAYED ON HER ******** PAGE AND IS ONLY A PICTURE OF THE KITCHEN.  THE **** THAT **** WOULD SAY THAT I SAW THOSE DRAWERS IS A LIE.  

  I KNEW THIS BUSINESS WAS BAD, AND THAT **** AND ***** ARE INCOMPETENT, BUT AFTER READING THEIR RESPONSE, I AM SHOCKED THAT THEY ARE LIARS AS WELL.  THEIR ENTIRE REPONSE IS FALSE AND I HOPE THAT I HAVE ADDRESSED THE LIES ABOVE.  WE ONLY WANT TO PROTECT OTHER CONSUMERS FROM EXPERIENCING WHAT WE DID. 

  Customer response

  10/28/2023

  Hi there, I am so ***et by their response.  All of it are complete lies.  Please see a response that clearly addresses their response.  If I could update my latest response, I would appreciate it.  

  We hired "Kitchen Tune Up" earlier this year, and we have had a terrible experience. We thought we would be protected by hiring an established "company." They are a franchise and have locations across the US. What was supposed to be a 2 week installation turned into over 3 months of torture, where they basically left my kitchen in a complete disarray and made mistake after mistake. We have pictures of our kitchen and other areas of the house left in terrible condition for weeks. They would not come back out and fix what they could until the replacement doors (that needed to be reordered due to their mistakes) were in. We have paid them a significant amount of money to-date, and ordered very expensive, custom made cabinets. We were willing to move past the terrible experience, until the day that they installed our drawers. We have 37 custom maple drawers, and in every single one of them, they have branded my drawers with their logo. It is in a prominent position every time you open a drawer. This was obviously not in the contract, and they refused to replace the drawer boxes. Not to mention that I will be reminded of this experience every time I open a drawer. Additionally,they had completed a pantry for us earlier, and there was no logo in those drawers so these were a surprise. My kitchen is not their billboard, and I did not authorize them to advertise on my custom cabinets. This is not standard and should be corrected. They purchased the cabinets from ********************, and for them to put their business name (Kitchen Tune Up) all over them is terrible. We did not authorize this, and it is clearly not indicated in any of the design documentation or contract documents. When I asked them to fix this, they said they would not. *** also admitted that as a result of this issue, they have updated their future contracts to ensure that the customers are aware of the logos being branded on the cabinets. (This is admittance of a problem.They acknowledge that it was not clear, and that is why they updated the contract. This confirms they made a mistake but will not correct it for us, but will work to avoid it in the future for their new customers. 
  I am also going to detail the many mistakes and delays, and how they are a result of their incompetence.  Also, 95% of the time,**** and ***** were not even present on the job.  They sent subcontractors to complete the work.  They also would not come to the house to inspect all of the issues that we complained about.  She showed up once to review the issues during the entire project.  I do want to acknowledge that their 2 subcontractors ****** and **** were great.  They did their very best to fix all of **** and ****** mistakes and address our issues while they were in our home.  They were respectful and knew that our project was a complete disaster and without their competence, this experience would have been ***** times worse.
  Communication was also an issue.  I think we have perhaps 20 different email threads, 10 different text message threads, and way too much he said she saids, misunderstandings, and very poor drawings.  In fact the only drawings we ever had to work with for our MEP rough in were PDFs which were unscaled and missing dimensions,done to a high school drafting level of competency.  Good luck trying to trench a drain line accurately, or spot electrical outlets accurately.  Even their subcontracted installers lamented the quality of the drawings they had to work with, which caused numerous rework and problems.
  I filed a complaint with the BBB, and they responded with complete lies. I am going to list those here, so that they cant respond the same way. 
  Many months prior to the kitchen install, I asked Kitchen Tune Up if we could install our floors first, so that I could get the rest of my renovation complete.  They insisted that we wait.  They also reached out to their *** network and told us that kitchen floors always go in last, after the kitchen installation.  I would have loved to have install our floors first, so that I could get the rest of the house done, saving months of time.  But they were adamant that we wait.  Fast forward to the week they showed up to install our cabinets.  Their poor drawings did not account for the thickness of the floor, so we discovered our new refrigerator would not fit.  They tried to raise the cabinets, but there was a domino effect around the kitchen, one missed dimension caused another and we would have ended up with islands that didnt match the countertop heights.  So after much ado, their subcontractor said that there was no way he could install the kitchen without issues and that we needed to get our floors installed asap, before they could do their work.  So after 3 days of struggles trying to put cabinets up, they took them down and placed them all over my home and in our garage.  We had to scramble to move all of our other scheduled trades up, in order to get the floors installed.  **** apologized and acknowledged that they made a mistake and that we should have installed our floors first.  This delay was a result of **** incompetence and it caused us a lot of stress. Their subcontractor was dumbfounded that **** design drawings did not account for the height of the finished floor and instead used the slab as a reference.  **** told the BBB that we decided to install the floors during the install, and that they were being flexible and agile to our request.  They also said that they didnt charge us for the delay in their schedule.  This response is a complete lie, we had to make this change because of their poor drawings, apparent lack of experience working with kitchens that have new flooring being installed, and a failed attempt to make what they had work.
  They told BBB that they safely placed our cabinets in our home.  This is not true. They left them all over my home for weeks.  They were stacked on top of each other and leaning against my walls, with zero protection.  As soon as I saw them, I grabbed sheets and towels and wrapped them all, to ensure they wouldnt get damaged.  My house sat like that for weeks.  When I called her to complain, **** said that she had no idea that the cabinets werent up, and that they were all over my home.  She said that she had no idea my kitchen was left in chaos.  The installation began on August 14th.  My house was in complete disarray with cabinets all over and my entire kitchen taped up (pics attached).  They finally moved the cabinets out of the way, and back into the kitchen on September 20th.  This is an entire month later.  In an email on September 25th, **** stated: Hi ******, Now that the majority of the doors/drawers have been installed, less the bathroom and the ones are we're replacing I hope you found yourself able to put your kitchen back together.
  While installing the kitchen islands, **** subcontractors told us that our countertop was too narrow for the space and suggested that we widen it, which we agreed to.  At that point, there was no countertop on the island base.  We agreed to widen it and were grateful that their subcontractor caught it.  *** told BBB that we asked to change the island causing delays.  I would not even have known how narrow the countertop was because all that was installed was the base, without the countertop, and their drawings are so poor.  My husband and a *** subcontractor had to scramble to extend a trench for power to the subject island, completing the work overnight to avoid delays.  Nevertheless, this caused significant delays as well with countertops.  When her countertop guy was finally scheduled to install the wider countertop on a Saturday, he didnt show up.  He finally showed up on the following Thursday.  Bottom line, the designs that **** used was not ideal and the countertop was too narrow.  This delay was a result of her incompetence.  It is pure luck that we caught this before the countertops were cut.  This would have resulted in a terrible failure..
  As we neared the backsplash install, *** told us that their tile contractor that they planned to use on our project was not available. They also said that he was not good enough for our project.  They asked one of their subcontractors if he could do the tile install.  He said multiple times that he did not want to do the install.  They then asked us to hire our own contractor to put up our backsplash.  This of course caused additional delays and stress, because we had to scramble once again.  They told BBB that we sought out to hire our tile contractor, although they were contracted for the work.  This is a lie.  *** did not have the resources to do the tile work so it fell upon us.
  They left our home in complete disarray, while we had a huge list of items that needed to be addressed.  They told the BBB that there was little to no work to complete, and that they needed to wait for the damaged cabinets replacements, and that is why they didnt come back out to complete the job.  This is laughable.  We have documentation of the issues that needed to be addressed while we waited for the cabinets to arrive.  They actually left our home with plastic all over it for weeks.  For example, they installed the crown molding, but didnt paint it and left all of the plastic up, and didnt come back.  When I sent them pictures, their response was that they didnt want their contractor to have to do all of the prep again.  I sent her an email on September 21, 2023, while we waited for them to return, asking for them to complete the work that they started so that I didnt have a kitchen in disarray, and then they could replace the missing and damaged cabinets (again, another one of their mistakes) at another date.  Here is an exact copy of my email text: I thought youd said they would finish everything but the section where the cabinet is missing.  I dont understand why the rest can not be completed.  It isnt even the same prep work.  Obviously, our kitchen in its current condition is completely masked and our kitchen has been in a disarray for weeks. Here is her response to that: The plastic over the windows was left so that when we return, we can continue with the prep/paint of the trim, hoping to make for an efficient day and accomplish the most possible. Again, this was September 25th. They finally sent their subcontractor to complete the painting on October 2nd.  They did not address any of the other issues on the long list.  They refused to come back and complete the work for another 11 days.  They were not willing to come back until October 13th.  We did ask that they come a week later (October 22nd) due to a planned surgery.
  We paid them a lot of money to build a wall in our kitchen that would house our refrigerator.  When the wall went up, there was a huge gap between the wall and the refrigerator.  *** subcontractors told me to get it fixed by our caseworkers who were around for other renovation work at the time..  **** subcontractors even provided a drawing of what it should look like.  I agreed to have my trim guy fix it, but the cost would be deducted from my invoice.  **** then invoiced me for the completed wall.  When I told her she needed to deduct the cost to fix it, she said that she wasnt the one who told me to get it fixed and that they wouldnt cover it.  I told her this was unacceptable.  She then offered to split it.  Again, I told her that she cannot invoice me for a completed wall, and then expect me to pay to have it fixed.  She ultimately said that she would refund us. 
  At one point during the project, their subcontractor completed some drywall work that **** says was not in her contract with the subcontractor.  Apparently, the subcontractor asked **** for clarification, and **** did not respond.  She then turned around and tried to invoice us for the work.  It was clearly a communication issue with her subcontractor and we were not even involved.  I told her that there was no way we would pay for her mistakes.
  When they finally put their drawers in, their logo is prominently displayed on every drawer in my kitchen.  It looks tacky and ridiculous and needs to be corrected.  When I told her that I did not authorize her to advertise all over my kitchen, and that the logo was not in the contract, she refused to fix them.  She said that she did not request that the logo be branded in my 37 custom maple drawers, and that it is standard.  I told her she needed to correct this and that I was sick over how tacky it looked.  She told the BBB that she shared pictures of the drawers with me prior to the project and that the drawers with a logo are prominently displayed in their online presence.  This is not true.  She showed me the color of the cabinets from a picture on her ******** page, and I loved the look of the cabinets.  She did not show me the drawers, with a logo.  This is not standard, and Kitchen Tune Up did not make these cabinets.  For a kitchen contractor to put their business name on very expensive custom cabinets without my authorization, this is a breach of contract.  It obviously is nowhere in the contract.  In addition, they installed pantry drawers months prior to the kitchen install, and there is no logo in those drawers. She also told me that she had updated her contract to include a disclaimer about the cabinets since it wasnt clear.  This confirms that they made a mistake.  She told the BBB that my husband apologized privately for the drawers.  This is not true.  My husband was trying to be diplomatic and get a resolution and apologized that this issue has happened.  He was hoping that they would do the right thing and fix it.
  Lets talk about another mistake.  Prior to the kitchen install, *** installed cabinets and drawers in our pantry.  They ordered the wrong items, and I ended up with cabinet doors instead of drawers.  They apologized and said that they would fix it or could credit us to keep what we had.  We were fine with the resolution and understand that people make mistakes.  However, it is worthy of noting here because it is just another example of their incompetence. Also to note, there was a door that wouldnt shut appropriately and they left nail holes prominently seen in the pantry crown molding.  They installed our pantry at the end of May.  They did not complete the touch *** until late October, on the last day that they stepped foot in our home.  For months, we asked them to fix the issues. 
  Another mistake: when she scoped out the lighting work, she missed 3 additional lights that needed to be installed, causing us to come out of pocket to correct it.  We had to contract separately with her subcontractor to have it corrected.  When I asked her what happened, she said People make mistakes. I missed it. 
  I could go on and on about other mistakes that they made.  They have taken zero accountability for their mistakes and have only added additional stress by their responses.  Their responses are filled with words, zero substance, and all lies. 
  
  In summary, this has been a terrible experience that has caused significant injury to my family.  They started the demo and install in early August, and did not finish the job until October 20th.  NOTE: they still have not corrected the drawers, so the job isnt finished.  It was supposed to be a 2 week install. Their response to the BBB is completely false, while they are claiming that the issues and delays are a result of our doing.  This is completely inaccurate and inappropriate.  DO NOT hire this company.  If you would like any additional details, feel free to send me a message.  We had no intention of sharing our experience with anyone.  We just wanted the job completed and the drawers fixed so that we could move on. As a result of their response, and unwillingness to replace the drawer boxes, we felt the need to raise awareness.

  Business response

  10/31/2023

  Response to rejection:
  I am rejecting this response because:   Everything that they wrote are LIES.  I am shocked that they have the audacity to provide that response.  Anyone who worked on this project, including their subcontractors, know that they were a complete disaster and for them to provide that response is ridiculous.  *** delays and mistakes were a result of their incompetence. Even the people at the tile shop where they ordered my tile from said that **** was terrible to work with and that she didn't know what she was doing.  I am just trying to help others so that they don't make the same mistake that we did.  **** and ***** know that they screwed up multiple times throughout our project and all we wanted was for them to do the right thing.  I had zero intention of complaining about our experience, but when they refused to replace the drawer boxes with their logo all over them (which is not standard and not in the contract), I will make sure that the public is aware of our experience.    PLEASE SEE BELOW MY RESPONSES TO THEIR LIES.  I HAVE ALSO ATTACHED AN EMAIL STREAM THAT SHOWS THE COMMUNICATION STREAM AND THE MANY ISSUES AND DELAYSTHAT WE EXPERIENCED.  I HAVE ADDED PICTURES OF WHAT MY HOME LOOKED LIKE FOR WEEKS WHILE THEY "WAITED"FOR THE DAMAGED CABINETS TO COME IN.  
  Changes in the schedule occurred several times at the request of the customer. *** cabinets were delivered and present onsite on 8/18/23, but after discovering major flooring discrepancies and informing the customers, they decided to delay the cabinet installation and have the floor installed before our cabinets to avoid the need for shoe molding.  This caused delays in our schedule, which we did not charge the customer for, but rather pivoted to being flexible and agile. ***y told us 8/26/23 their flooring was done and we were there 8/28/23 reinstalling cabinets. ****: MANY MONTHS PRIOR TO THE KITCHEN INSTALL,I ASKED KITCHEN TUNE UP IF I COULD INSTALL MY FLOORS FIRST, SO THAT I COULD GET THE REST OF MY RENOVATION COMPLETE WHILE WE WAITED SEVERAL MONTHS FOR THE CABINETS TO COME IN.  THEY INSISTED THAT WE WAIT, AND THEY EVEN REACHED OUT TO THEIR OTHER KITCHEN TUNE UP NETWORK FOR ADVICE.  THEY SAID THAT FLOORS ALWAYS GO IN LAST, AFTER THE KITCHEN INSTALL.  FAST FORWARD TO THE *** THEY SHOWED UP TO INSTALL THE CABINETS. THEIR SUBCONTRACTOR SAID THAT THERE WAS NO WAY HE COULD INSTALL THE CABINETS WITHOUT THE FLOORS BEING INSTALLED FIRST, WITHOUT HAVING ISSUES.  SO AFTER 3 ***S OF THEM INSTALLING CABINETS, THEY TOOK THEM DOWN AND STORED THEM ALL OVER MY HOUSE.  THIS CAUSED US TO SCRAMBLE TO TRY AND MOVE ALL OF OUR OTHER TRADES UP, IN ORDER TO GET THE FLOORS INSTALLED SO THEY COULD COMPLETE THEIR WORK.  **** APOLOGIZED AND ACKNOWLEDGED THAT THEY MADE A MISTAKE AND SHOULD HAVE TOLD US TO INSTALL OUR FLOORS FIRST. THIS DELAY WAS CLEARLY A RESULT OF KITCHEN TUNE UP'S INCOMPETENCE, AND IT CAUSED US A LOT OF STRESS. Kitchen TuneUp Clarification:  ****************** asked for my opinion on my many things including which should go first,the cabinets or flooring.  She also informed me that she did lots of her own online research regarding best practices and found installing cabinets before and after  were recommended.  Being her cabinet contractor and not flooring contractor I obliged her to discuss options. Ultimately it is up to the customer to decide and schedule.  I do not have her flooring contractors name or number.  ******************** also informed me if we messed up their flooring, shed hate to see all our profit gone by us fixing it.  Regarding the subcontractors issue with the flooring, he said we could potentially shim all the cabinets which is a method used by cabinet installer to correct unlevel flooring.  *** unknown factor was we didnt know how much leveler the flooring guys would use and if the new floor would cover the cabinet to floor gap.  This could have meant shoe molding, which the customers wanted to avoid so our install was put on hold.See email screenshot.
  Lower cabinet doors/drawers were uninstalled to make electrical/plumbing/countertop install easier on these trades.  ***y were placed safely in the home.   ****************** agreed with this to avoid cabinet damage.  ****:  NOT TRUE.  THE CABINETS WERE LEFT ALL OVER MY HOME (SEE PICTURES) AND IN MY HOT GARAGE. "SAFELY" IN MY HOME MUST MEAN TAKING UP THE ENTIRE LIVING ROOM AND KITCHEN, WHERE WE COULD NOT EVEN WALK.  AFTER SEVERAL WEEKS, WHEN I CALLED **** TO COMPLAIN, SHE SAID " I HAD NO IDEAS THAT THE CABINETS WEREN'T INSTALLED.  I HAD NO IDEA THAT THEY WERE ALL OVER YOUR HOUSE AND THAT YOU COULDN'T USE YOUR KITCHEN." Kitchen TuneUp Clarification:  *** kitchen island pictures ******************** attached were not of cabinet install materials or tools.  This appears to be plastic hung for ceiling repair, ceiling texture in the Superior bag and a drywall sanding tool the used for the ceiling.   I was informed by my sub and employee that they did leave the doors/drawers safely but noticed the Deangelos various trades could have moved our things around for their work. We usually leave all the doors/drawers installed since that is how the cabinets are shipped, but as mentioned they were removed as a courtesy for the other trades to work within the cabinets for electrical and plumbing easier.  After ********************** call requesting we reinstall, I talked to our sub and employee who explained the need for removing the doors/drawers for the other trades work. *** other trades do not reinstall our doors/drawers so as soon as ******************** told me they were uninstalled I had our guys over asap, but ******************* put us on hold because there was still outside trades present.  My sub, employee, ***** and myself witnessed several times ******************* asking we not tell ****** to avoid her backlash.  I think this is where a lot of the confusion on her part is coming from regarding several decisions.
  
  By 8/29/23 the kitchen perimeter cabinets were installed, and our team worked on installing the two islands following our agreed upon layout.  We attempted to install the second island but ******************* asked to change the island positioning and this was moved, again at no additional cost to her, and again, causing delays in the countertop templating and in completion of the project.  By 8/30/23 the islands were in their final places. ****: THIS IS NOT TRUE.  IN ****, THE *** SUBCONTRACTOR TOLD US THAT THE ISLANDS WERE TOO NARROW FOR OUR ***** AND SUGGESTED THAT WE WIDEN THE COUNTERTOP. THIS WAS SOMETHING I WASN'T EVEN AWARE OF.  IT WAS KITCHEN TUNE UP WHO MADE THE SUGGESTION TO WIDEN THE ***** BECAUSE THE DESIGN THAT *** PROVIDED WAS TOO NARROW. ONCE AGAIN, THIS IS AN EXAMPLE OF ****'S INCOMPETENCE.  Kitchen TuneUp Clarification:  Our design was based on measurements and design guidelines. Before final acceptance of the plans, ******************* asked if ******************** if would let us move the outer island out away from the inner island, but she wholly rejected that idea and said do not change a thing.  Also, her request of additional countertops overhang on each side from 8 to 11 changed the original plans.  This additional change in countertop ultimate size changed the amount of space between the islands.  We accommodated her request again and we did not charge her for the additional fabrication and install. 
  9/1/23  Mr & ****************** sought out their own tile installer although we were already contracted for the work.  We released them from this portion of the contract and refunded costs.  This pushed their tile install to 9/6/23 with the new installer.****:  THIS IS A LIE.  KITCHEN TUNE UP TOLD ME THAT THEIR TILE CONTRACTOR COULD NOT DO TO THE WORK. THEY SAID THAT THEIR TILE *** WAS NOT AVAILABLE AND NOT GOOD ENOUGH FOR OUR PROJECT.  THEY ASKED IF WE COULD HIRE SOMEONE ON OUR OWN. ONCE AGAIN, FORCING A DELAY AND A LOT OF STRESS ON US.  AGAIN, THEIR MISTAKE.  Kitchen TuneUp Clarification:  Kitchen TuneUp was ready and able and coordinating to complete the tile work, but ******************* mentioned that ******************** was happy with the other tile around their home so to ensure ********************** happiness they opted to use their tile installer. See text screenshot.
  On 9/05/23 my sub-contractor was scheduled to move the lighting above the island. On this day, ****************** told me to postpone the work as they decided that they wanted the countertops installed first. This change request caused delays as I had to reschedule my sub-contractor. - ****:THEIR SUBCONTRACTOR TOLD US WE NEEDED TO WAIT UNTIL THE COUNTERTOP WAS INSTALLED BEFORE THE LIGHTING WAS INSTALLED BECUASE THEIR DRAWINGS WERE NOT RELIABLE ENOUGH TO INSTALL THE LIGHTS WITHOUT THE COUNTERTOP INSTALLED.  AGAIN, THEIR MISTAKE.  Kitchen TuneUp Clarification:  Centering lights over an installed island does not need a countertop.  *** center is the center, it doesnt move on an installed island.  ********************** moving of the island and changing the overhangs made our plans change, not the other way around.
  
  We requested expedited replacement of the damaged and mis-ordered doors,shortening the remake time from 8 weeks to 3 weeks. ***re was little to no work completed during this time, as we had to wait for the replacements before any additional work could be completed. During this time, the kitchen was functional.  ****: THIS IS NOT TRUE.  WE HAD A LIST OF ITEMS THAT NEEDED TO BE ADDRESSED IN THE KITCHEN AND THAT COULD HAVE BEEN ADDRESSED (I HAVE ATTACHED THIS LIST).  THEY ALSO HAD WORK TO FINISH IN THE PANTRY, AS WELL AS THE BATHROOM, THAT WAS STARTED MONTHS BEFORE THE KITCHEN INSTALL. I CAN NOT BELIVE SHE SAID THERE WAS LITTLE TO NO WORK TO COMPLETE.  THEY LEFT OUR HOUSE IN COMPLETE CHAOS, WITH PLASTIC ALL OVER MY KITCHEN THAT COULD HAVE BEEN COMPLETED. Kitchen TuneUp Clarification: Please see pictures of kitchen.  We had plastic hung at the window and left the floor protection down. *** final day of work on 10/20/23 took an entire day to install replacements, perform touchups and install final pieces of hardware.   
  
  Regarding KitchenTuneUp logo placed inside the drawers:
  We are very sorry to hear Mrs ******** unhappiness with the logo placement in her drawerboxes.  As a franchisee, we are required to source our materials from approved suppliers. *** logo was not imprinted at my request, this is a standard industry practice.
  All maple drawers are custom, soft-close and fully functional with a UV finish on the inside and affixed drawerfront in the style and stain the homeowners ordered. 
  ******************* informed me that she found the Kitchen TuneUp logo tacky and is embarrassed that anyone would think she "cheaped out" on her cabinets. However, then advised that she would be okay if it had been the manufacturers logo.   ****: THIS IS NOT TRUE.  I SAID IT IS NOT STANDARD TO HAVE A CONTRACTORS NAME INSIDE CUSTOM CABINETS. WHAT I SAID IS THAT  KITCHEN TUNE UP DIDN'T EVEN MAKE THE CABINETS, AS THEY DIDN'T EVEN MANU****URE THE CABINETS. THIS IS NOT STANDARD.  WE HAVE TALKED TO SEVERAL CABINET MAKERS AND SHOWN THIS TO A SIGNIFICANT AMOUNT OF PEOPLE, AND EVERYONE HAS SAID THAT THIS NEEDS TO BE CORRECTED. AND YES, IT DOES LOOK TACKY AND CHEAP AND ANYONE READING THIS THAT SEES THE PICTURE WILL AGREE. BUT AT THIS POINT, WE WILL LET A JUDGE DECIDE.  Kitchen TuneUp Clarification: All cabinets and accessories are installed as contractually obligated.  ******************** is now disputing credit card charges thus attempting to break her contract.
  
  ****************** apologized to us personally privately at their home for the "drawers" and apologized to *********************** in person on our last day 10/20/23 of work while they checked off the final list of to-dos together.****: **** DID NOT APOLOGIZE FOR THE DRAWERS.  **** WAS TRYING TO BE NICE AND APOLOGIZED THAT THIS HAS HAPPENED IN HOPES THAT KITCHEN TUNE UP WOULD DO THE RIGHT THING AND FIX THE DRAWERS.
  I have reviewed our contract with our home office and have no added disclaimer regarding logos.  Additionally, our online presence has examples of our logo'd drawers and rollouts. *** project shown in home to ******************** contained professional pics from the ******** project which displays the logo drawerbox pictures. ********************* was inspired by these pictures and decided on the same color scheme and door style.  See pics attached of project finished Dec 2022.  ****: ********************* TOLD ME ON THE ***** THAT SHE HAS UPDATED HER CONTRACTS WITH A DISCLAIMER ABOUT THE LOGOS.  IF SHE IS NOW SAYING THAT SHE HASN'T, THEN SHE LIED TO ME ON THE *****.  I EVEN ASKED HER, "IS IT IN MY CONTRACT?"  HER RESPONSE,"NO.  I CAN'T GO BACK AND CHANGE A CONTRACT THAT HAS ALREADY BEEN SIGNED." 
  THE PROJECT THAT WAS SHOWN TO ME DID NOT SHOW LOGOS INSIDE THE DRAWERS.  THE PROJECT THAT SHE SHOWED ME IS PROMINENTLY DISPLAYED ON HER ******** PAGE AND IS ONLY A PICTURE OF THE KITCHEN.  THE **** THAT **** WOULD SAY THAT I SAW THOSE DRAWERS IS A LIE.  
  I KNEW THIS BUSINESS WAS BAD, AND THAT **** AND ***** ARE INCOMPETENT, BUT AFTER READING THEIR RESPONSE, I AM SHOCKED THAT THEY ARE LIARS AS WELL.  THEIR ENTIRE REPONSE IS FALSE AND I HOPE THAT I HAVE ADDRESSED THE LIES ABOVE.  WE ONLY WANT TO PROTECT OTHER CONSUMERS FROM EXPERIENCING WHAT WE DID.  Kitchen TuneUp Clarification: Kitchen TuneUp has had images on ******** and on the main and micro websites which include logod drawer boxes.  Also having an entire folder of professional pictures of the project that inspired hers was indeed review in her home. It is possible she didnt even notice the logos since they are placed within the drawer inconspicuously and under 4 wide.  ******************* demonstrated his attempt to place maple veneer stickers over the logos which perfectly covered the logo, but he said ******************** was not satisfied. Furthermore, after discussions with our home office regarding our contract we found no need for further details or changes because it was sufficient as is.  

  Business response

  10/31/2023

  Attaching plans approved by customers

  Customer response

  10/31/2023

  I am rejecting this response because:   This response is written by **************************  Kitchen Tune Up's responses have been completely inaccurate.  This renovation has caused much stress and injury to our family. I have tried to be diplomatic,perhaps too kind to a fault.  My intention was to ensure that Kitchen Tune Up and their subcontractors would complete their work satisfactorily and that we maintained a good relationship.  ***ir responses that I shared information privately is completely false and an attempt to cause revenge-based stress on my family.  Nothing could be more unprofessional.   Attempting to drive a wedge between husband and wife, and painting a picture that I was colluding with them, is an evil tactic to try to employ when disputing a business issue.  As was shared before,everyone of their subcontractors are well aware that this project was a disaster.  95% of the time, **** and ***** were not even present on the job.  ***y sent subcontractors to complete the work.  ***y instructed their subcontractors not to speak to us about any of the issues,telling them they could be liable.  ***y also would not come to the house to inspect all of the issues that we complained about.  **** showed up once to review the issues during the entire project, despite many emails encouraging them to come to the house to assess the errors and state of our home.  My response to their "clarification" below.
  

  I am rejecting this response because:   Everything that they wrote are LIES.  I am shocked that they have the audacity to provide that response.  Anyone who worked on this project, including their subcontractors, know that they were a complete disaster and for them to provide that response is ridiculous.  *** delays and mistakes were a result of their incompetence. Even the people at the tile shop where they ordered my tile from said that **** was terrible to work with and that she didn't know what she was doing.  I am just trying to help others so that they don't make the same mistake that we did.  **** and ***** know that they screwed up multiple times throughout our project and all we wanted was for them to do the right thing.  I had zero intention of complaining about our experience, but when they refused to replace the drawer boxes with their logo all over them (which is not standard and not in the contract), I will make sure that the public is aware of our experience.    PLEASE SEE BELOW MY RESPONSES TO THEIR LIES.  I HAVE ALSO ATTACHED AN EMAIL STREAM THAT SHOWS THE COMMUNICATION STREAM AND THE MANY ISSUES AND DELAYSTHAT WE EXPERIENCED.  I HAVE ADDED PICTURES OF WHAT MY HOME LOOKED LIKE FOR WEEKS WHILE THEY "WAITED" FOR THE DAMAGED CABINETS TO COME IN.  
  Changes in the schedule occurred several times at the request of the customer. *** cabinets were delivered and present onsite on 8/18/23, but after discovering major flooring discrepancies and informing the customers, they decided to delay the cabinet installation and have the floor installed before our cabinets to avoid the need for shoe molding.  This caused delays in our schedule, which we did not charge the customer for, but rather pivoted to being flexible and agile. ***y told us 8/26/23 their flooring was done and we were there 8/28/23 reinstalling cabinets. ****: MANY MONTHS PRIOR TO THE KITCHEN INSTALL, I ASKED KITCHEN TUNE UP IF I COULD INSTALL MY FLOORS FIRST, SO THAT I COULD GET THE REST OF MY RENOVATION COMPLETE WHILE WE WAITED SEVERAL MONTHS FOR THE CABINETS TO COME IN.  THEY INSISTED THAT WE WAIT, AND THEY EVEN REACHED OUT TO THEIR OTHER KITCHEN TUNE UP NETWORK FOR ADVICE.  THEY SAID THAT FLOORS ALWAYS GO IN LAST, AFTER THE KITCHEN INSTALL.  FAST FORWARD TO THE *** THEY SHOWED UP TO INSTALL THE CABINETS. THEIR SUBCONTRACTOR SAID THAT THERE WAS NO WAY HE COULD INSTALL THE CABINETS WITHOUT THE FLOORS BEING INSTALLED FIRST, WITHOUT HAVING ISSUES.  SO AFTER 3 ***S OF THEM INSTALLING CABINETS, THEY TOOK THEM DOWN AND STORED THEM ALL OVER MY HOUSE.  THIS CAUSED US TO SCRAMBLE TO TRY AND MOVE ALL OF OUR OTHER TRADES **, IN ORDER TO GET THE FLOORS INSTALLED SO THEY COULD COMPLETE THEIR WORK.  **** APOLOGIZED AND ACKNOWLEDGED THAT THEY MADE A MISTAKE AND SHOULD HAVE TOLD US TO INSTALL OUR FLOORS FIRST. THIS DELAY WAS CLEARLY A RESULT OF KITCHEN TUNE UP'S INCOMPETENCE, AND IT CAUSED US A LOT OF STRESS.  Kitchen TuneUp Clarification:  ****************** asked for my opinion on my many things including which should go first, the cabinets or flooring.  She also informed me that she did lots of her own online research regarding best practices and found installing cabinets before and after  were recommended.  Being her cabinet contractor and not flooring contractor I obliged her to discuss options.  Ultimately it is up to the customer to decide and schedule.  I do not have her flooring contractors name or number.  ******************** also informed me if we messed up their flooring, shed hate to see all our profit gone by us fixing it.  Regarding the subcontractors issue with the flooring, he said we could potentially shim all the cabinets which is a method used by cabinet installer to correct unlevel flooring.  *** unknown factor was we didnt know how much leveler the flooring guys would use and if the new floor would cover the cabinet to floor gap.  This could have meant shoe molding, which the customers wanted to avoid so our install was put on hold. See email screenshot.  
  ************************ RESPONSE: SHIMMING ALL OF THE CUSTOM CABINETRY WOULD HAVE HAD A CASCADE EFFECT AROUND THE KITCHEN AS THE CABINETS WENT IN, WHICH WOULD CREATE A GAP AT A SECTION OF THE KITCHEN. ASSUMING THAT COULD BE REMEDIATED, THE ISLANDS WOULD HAVE BEEN A DIFFERENT HEIGHT FROM THE COUNTERTOPS.   WE ALSO INFORMED *** THAT WE DID NOT WANT SHOE MOLDING MANY MONTHS BEFORE THE KITCHEN INSTALL BEGAN.  MY WIFE DID DO A LOT OF RESEARCH ON THE FLOORING, AS SHE REALLY WANTED TO INSTALL THE FLOORS FIRST SO THAT SHE COULD GET THE REST OF THE RENOVATIONS COMPLETE.  SHE DID SAY THAT SHE DIDN'T WANT TO RISK *** DAMAGING THE FLOORING AND COSTING THEM A LOT OF MONEY TO REPAIR.  THE REAL ISSUE HERE, AFTER *** INSTRUCTED US TO WAIT FOR THE FLOORING INSTALLATION, IS THAT THEIR POOR DRAWINGS DID NOT ACCOUNT FOR THE THICKNESS OF THE ****** SO WE DISCOVERED OUR NEW REFRIGERATOR WOULD NOT FIT.  THEY TRIED TO RAISE THE CABINETS, BUT THERE WAS A DOMINO EFFECT AROUND THE KITCHEN, ONE MISSED DIMENSION CAUSED ANOTHER AND WE WOULD HAVE ENDED UP WITH ISLANDS THAT DIDNT MATCH THE COUNTERTOP HEIGHTS.  SO AFTER MUCH ADO, THEIR SUBCONTRACTOR SAID THAT THERE WAS NO WAY HE COULD INSTALL THE KITCHEN WITHOUT ISSUES AND THAT WE NEEDED TO GET OUR FLOORS INSTALLED ASAP, BEFORE THEY COULD DO THEIR WORK.  SO AFTER 3 ***S OF STRUGGLES TRYING TO PUT CABINETS UP, THEY TOOK THEM DOWN AND PLACED THEM ALL OVER MY HOME AND IN OUR GARAGE.  WE HAD TO SCRAMBLE TO MOVE ALL OF OUR OTHER SCHEDULED TRADES **, IN ORDER TO GET THE FLOORS INSTALLED.  **** APOLOGIZED AND ACKNOWLEDGED THAT THEY MADE A MISTAKE AND THAT WE SHOULD HAVE INSTALLED OUR FLOORS FIRST.  THIS DELAY WAS A RESULT OF **** INCOMPETENCE AND IT CAUSED US A LOT OF STRESS. THEIR SUBCONTRACTOR WAS DUMBFOUNDED THAT **** DESIGN DRAWINGS DID NOT ACCOUNT FOR THE HEIGHT OF THE FINISHED FLOOR AND INSTEAD USED THE **** AS A REFERENCE.
  

  Lower cabinet doors/drawers were uninstalled to make electrical/plumbing/countertop install easier on these trades.  ***y were placed safely in the home.   ****************** agreed with this to avoid cabinet damage.  ****:  NOT TRUE.  THE CABINETS WERE LEFT ALL OVER MY HOME (SEE PICTURES) AND IN MY HOT GARAGE. "SAFELY" IN MY HOME MUST MEAN TAKING UP THE ENTIRE LIVING ROOM AND KITCHEN, WHERE WE COULD NOT EVEN WALK.  AFTER SEVERAL WEEKS, WHEN I CALLED **** TO COMPLAIN, SHE SAID " I HAD NO IDEAS THAT THE CABINETS WEREN'T INSTALLED.  I HAD NO IDEA THAT THEY WERE ALL OVER YOUR HOUSE AND THAT YOU COULDN'T USE YOUR KITCHEN." Kitchen TuneUp Clarification:  *** kitchen island pictures ******************** attached were not of cabinet install materials or tools.  This appears to be plastic hung for ceiling repair,ceiling texture in the Superior bag and a drywall sanding tool the used for the ceiling.   I was informed by my sub and employee that they did leave the doors/drawers safely but noticed the Deangelos various trades could have moved our things around for their work. We usually leave all the doors/drawers installed since that is how the cabinets are shipped, but as mentioned they were removed as a courtesy for the other trades to work within the cabinets for electrical and plumbing easier.  After ********************** call requesting we reinstall, I talked to our sub and employee who explained the need for removing the doors/drawers for the other trades work.  *** other trades do not reinstall our doors/drawers so as soon as ******************** told me they were uninstalled I had our guys over asap, but ******************* put us on hold because there was still outside trades present.  My sub, employee, ***** and myself witnessed several times ******************* asking we not tell ****** to avoid her backlash.  I think this is where a lot of the confusion on her part is coming from regarding several decisions. 
  

  *********************** response:  Once again, *** is lying and this is not true. I was diplomatic with *** to maintain a cordial relationship with our trades. *** is leveraging my attempts at diplomacy to paint a very inaccurate picture of my wife, which is not true.  This is evil and unprofessional.  *** left cabinets all over my home for weeks.  ***y were stacked on top of each other and leaning against my walls, with zero protection.  As soon as we saw them, we grabbed sheets and towels and wrapped them all, to ensure they wouldnt get damaged.  My house sat like that for weeks.  When my wife called her to complain, **** said that she had no idea that the cabinets werent up, and that they were all over my home.  She said that she had no idea our kitchen was left in chaos.  *** installation began on August 14th.  My house was in complete disarray with cabinets all over and my entire kitchen taped up.  ***y finally moved the cabinets out of the way,and back into the kitchen on September 20th.  This is an entire month later.  In an email on September 25th, **** stated: Hi ******, Now that the majority of the doors/drawers have been installed, less the bathroom and the ones are we're replacing I hope you found yourself able to put your kitchen back together. 
  
  By 8/29/23 the kitchen perimeter cabinets were installed, and our team worked on installing the two islands following our agreed upon layout.  We attempted to install the second island but ******************* asked to change the island positioning and this was moved, again at no additional cost to her, and again, causing delays in the countertop templating and in completion of the project.  By 8/30/23 the islands were in their final places. ****: THIS IS NOT TRUE.  IN ****, THE *** SUBCONTRACTOR TOLD US THAT THE ISLANDS WERE TOO NARROW FOR OUR ***** AND SUGGESTED THAT WE WIDEN THE COUNTERTOP. THIS WAS SOMETHING I WASN'T EVEN AWARE OF.  IT WAS KITCHEN TUNE UP WHO MADE THE SUGGESTION TO WIDEN THE ***** BECAUSE THE DESIGN THAT *** PROVIDED WAS TOO NARROW. ONCE AGAIN, THIS IS AN EXAMPLE OF ****'S INCOMPETENCE.  Kitchen TuneUp Clarification:  Our design was based on measurements and design guidelines.  Before final acceptance of the plans, ******************* asked if ******************** if would let us move the outer island out away from the inner island, but she wholly rejected that idea and said do not change a thing.  Also, her request of additional countertops overhang on each side from 8 to 11 changed the original plans.  This additional change in countertop ultimate size changed the amount of space between the islands.  We accommodated her request again and we did not charge her for the additional fabrication and install.
  

  ************************ RESPONSE:  THIS IS NOT TRUE.   While installing the kitchen islands, **** subcontractors told us that our countertop was too narrow for the space and suggested that we widen it, which we agreed to.  At that point, there was no countertop on the island base.  We agreed to widen it and were grateful that their subcontractor caught it.  WE would not even have known how narrow the countertop was because all that was installed was the base, without the countertop, and their drawings are so poor. MYSELF and a *** subcontractor had to scramble to extend a trench for power to the subject island, completing the work overnight to avoid delays.  Nevertheless, this caused significant delays.  When her countertop guy was finally scheduled to install the wider countertop on a Saturday, he didnt show up.  He finally showed up on the following Thursday.  Bottom line, the designs that **** used was not ideal and the countertop was too narrow.  This delay was a result of her incompetence.  It is pure luck that we caught this before the countertops were cut. This would have resulted in a terrible failure.  MY ORIGINAL REQUEST TO WIDEN THE ***** WAS NOT AN ISSUE.  THIS IS IRRELEVANT.  WHAT WE ULTIMATELY ENDED UP CHANGING WAS THE SIZE OF THE COUNTERTOP, WHICH WOULD HAVE BEEN TOO NARROW IF BUILT AS SHOWN IN LORIS DRAWINGS.
  
  9/1/23  Mr & ****************** sought out their own tile installer although we were already contracted for the work.  We released them from this portion of the contract and refunded costs.  This pushed their tile install to 9/6/23 with the new installer. ****:  THIS IS A LIE. KITCHEN TUNE UP TOLD ME THAT THEIR **** CONTRACTOR COULD NOT DO TO THE WORK.THEY SAID THAT THEIR **** GUY WAS NOT AVAILABLE AND NOT GOOD ENOUGH FOR OUR PROJECT.  THEY ASKED IF WE COULD HIRE SOMEONE ON OUR OWN. ONCE AGAIN,FORCING A DELAY AND A LOT OF STRESS ON US.  AGAIN, THEIR MISTAKE. Kitchen TuneUp Clarification:  Kitchen TuneUp was ready and able and coordinating to complete the tile work, but ******************* mentioned that ******************** was happy with the other tile around their home so to ensure ********************** happiness they opted to use their tile installer. See text screenshot.
  

  ******************** REPONSE:  THIS IS NOT TRUE.  *** SUBCONTRACTORS APPROACHED ME AND SAID THAT THEY DID NOT FEEL COMFORTABLE DOING THE **** WORK AND THAT A PROFESSIONAL WOULD BE REQUIRED GIVEN THE CONDITIONS OF THE **** SURFACE AND THE ***** OF QUALITY DESIRED.  **** TOLD MY WIFE THAT THEIR **** GUY WAS NOT AVAILABLE.  ***y asked one of their subcontractors if he could do the tile install. He said multiple times that he did not want to do the install.  ***y then asked us to hire our own contractor to put up our backsplash.  **** SAID THAT SHE WOULD GO BACK AND SEE HOW MUCH WAS BUDGETED FOR THE **** WORK AND REFUND US.  THE **** SCREENTSHOT IS SIMPLY HER LETTING US KNOW HOW MUCH WOULD BE REFUNDED TO US SO THAT WE COULD HIRE OUR OWN.  This of course caused additional delays and stress, because we had to scramble once again. 
  
  On 9/05/23 my sub-contractor was scheduled to move the lighting above the island. On this day, ****************** told me to postpone the work as they decided that they wanted the countertops installed first. This change request caused delays as I had to reschedule my sub-contractor. ****:THEIR SUBCONTRACTOR TOLD US WE NEEDED TO WAIT UNTIL THE COUNTERTOP WAS INSTALLED BEFORE THE LIGHTING WAS INSTALLED BECUASE THEIR DRAWINGS WERE NOT RELIABLE ENOUGH TO INSTALL THE LIGHTS WITHOUT THE COUNTERTOP INSTALLED.  AGAIN, THEIR MISTAKE.  Kitchen TuneUp Clarification:  Centering lights over an installed island does not need a countertop.  *** center is the center, it doesnt move on an installed island.  ********************** moving of the island and changing the overhangs made our plans change, not the other way around. ******************* RESPONSE: *** DRAWINGS ARE OF SUCH POOR QUALITY THAT INSTALLING LIGHT FIXTURES BEFORE THE ISLANDS WERE IN WOULD BE RISKY.  PREVIOUSLY WE SAID COUNTERTOPS, BUT WE MEANT TO SAY ISLANDS.  PLEASE SEE PICTURE ALREADY ATTACHED WHICH PROVES LORIS STATEMENT ABOVE IS FALSE.   
  We requested expedited replacement of the damaged and mis-ordered doors, shortening the remake time from 8 weeks to 3 weeks. ***re was little to no work completed during this time, as we had to wait for the replacements before any additional work could be completed. During this time, the kitchen was functional.  ****: THIS IS NOT TRUE.  WE HAD A LIST OF ITEMS THAT NEEDED TO BE ADDRESSED IN THE KITCHEN AND THAT COULD HAVE BEEN ADDRESSED (I HAVE ATTACHED THIS LIST). THEY ALSO HAD WORK TO FINISH IN THE PANTRY, AS WELL AS THE BATHROOM, THAT WAS STARTED MONTHS BEFORE THE KITCHEN INSTALL.  I CAN NOT BELIVE SHE SAID THERE WAS LITTLE TO NO WORK TO COMPLETE.  THEY LEFT OUR HOUSE IN COMPLETE CHAOS, WITH PLASTIC ALL OVER MY KITCHEN THAT COULD HAVE BEEN COMPLETED. Kitchen TuneUp Clarification: Please see pictures of kitchen.  We had plastic hung at the window and left the floor protection down.  *** final day of work on 10/20/23 took an entire day to install replacements, perform touchups and install final pieces of hardware.   
  

  ******************* RESPONSE: ***y left our home in complete disarray, while we had a huge list of items that needed to be addressed.  THEIR RESPONSE SAID THAT there was little to no work to complete, and that they needed to wait for the damaged cabinets replacements, and that is why they didnt come back out to complete the job.  This is laughable.  We have documentation of the issues that needed to be addressed while we waited for the cabinets to arrive.  ***y actually left our home with plastic all over it for weeks.  For example, they installed the crown molding, but didnt paint it and left all of the plastic up, and didnt come back. When WE sent them pictures, their response was that they didnt want their contractor to have to do all of the prep again.  WE sent her an email on September 21, 2023, while we waited for them to return, asking for them to complete the work that they started so that WE didnt have a kitchen in disarray, and then they could replace the missing and damaged cabinets (again, another one of their mistakes)at another date.  Here is an exact copy of THE email text: I thought youd said they would finish everything but the section where the cabinet is missing.  I dont understand why the rest can not be completed.  It isnt even the same prep work.  Obviously, our kitchen in its current condition is completely masked and our kitchen has been in a disarray for weeks. Here is her response to that: *** plastic over the windows was left so that when we return, we can continue with the prep/paint of the trim, hoping to make for an efficient day and accomplish the most possible. Again, this was September 25th. ***y finally sent their subcontractor to complete the painting on October 2nd.  ***y did not address any of the other issues on the long list.  ***y refused to come back and complete the work for another 11 days.  ***y were not willing to come back until October 13th.  We did ask that they come a week later (October 22nd) due to a planned surgery.
   
  Regarding KitchenTuneUp logo placed inside the drawers:
  We are very sorry to hear Mrs ******** unhappiness with the logo placement in her drawerboxes.  As a franchisee, we are required to source our materials from approved suppliers. *** logo was not imprinted at my request, this is a standard industry practice.
  All maple drawers are custom, soft-close and fully functional with a UV finish on the inside and affixed drawerfront in the style and stain the homeowners ordered. 
  ******************* informed me that she found the Kitchen TuneUp logo tacky and is embarrassed that anyone would think she "cheaped out" on her cabinets. However, then advised that she would be okay if it had been the manufacturers logo.   ****: THIS IS NOT TRUE.  I SAID IT IS NOT STANDARD TO HAVE A CONTRACTORS NAME INSIDE CUSTOM CABINETS. WHAT I SAID IS THAT  KITCHEN TUNE UP DIDN'T EVEN MAKE THE CABINETS, AS THEY DIDN'T EVEN MANU****URE THE CABINETS. THIS IS NOT STANDARD.  WE HAVE TALKED TO SEVERAL CABINET MAKERS AND SHOWN THIS TO A SIGNIFICANT AMOUNT OF PEOPLE, AND EVERYONE HAS SAID THAT THIS NEEDS TO BE CORRECTED. AND YES, IT DOES LOOK TACKY AND CHEAP AND ANYONE READING THIS THAT SEES THE PICTURE WILL AGREE. BUT AT THIS POINT, WE WILL LET A JUDGE DECIDE.  Kitchen TuneUp Clarification: All cabinets and accessories are installed as contractually obligated.  ******************** is now disputing credit card charges thus attempting to break her contract. 
  MR. DANGELOS RESPONSE:KITCHEN TUNE UP WAS SUPPOSED TO REFUND OUR MONEY FOR THE **** BACKSPLASH, THE ELECTRICAL WORK THAT I COMPLETED, AND TO FIX THE ***** IN A **** THAT THEY WERE CONTRACTED TO BUILD. PLEASE SEE ATTACHED THE REFUND THAT WAS SUPPOSED TO TAKE PLACE. *** PROVIDED THIS TO US AS A RECEIPT. INSTEAD OF REFUNDING OUR MONEY, THEY APPLIED THE CREDIT TO A FUTURE INVOICE WHICH IS NOT ACCEPTABLE OR LEGAL UNLESS WE AUTHORIZED THAT.  THE CHARGES THAT WE DISPUTED ON AMEX IS THE EXACT AMOUNT THAT SHOULD HAVE BEEN REFUNDED. *** HAS ACKNOLWEDGE THAT THEY WOULD REFUND THIS MONEY.  AGAIN, PLEASE SEE ATTACHED.
  
  ****************** apologized to us personally privately at their home for the "drawers" and apologized to *********************** in person on our last day 10/20/23 of work while they checked off the final list of to-dos together.****: **** DID NOT APOLOGIZE FOR THE DRAWERS.  **** WAS TRYING TO BE NICE AND APOLOGIZED THAT THIS HAS HAPPENED IN HOPES THAT KITCHEN TUNE UP WOULD DO THE RIGHT THING AND FIX THE DRAWERS.
  I have reviewed our contract with our home office and have no added disclaimer regarding logos.  Additionally, our online presence has examples of our logo'd drawers and rollouts. *** project shown in home to ******************** contained professional pics from the ******** project which displays the logo drawerbox pictures. ********************* was inspired by these pictures and decided on the same color scheme and door style.  See pics attached of project finished Dec 2022.  ****: ********************* TOLD ME ON THE ***** THAT SHE HAS UPDATED HER CONTRACTS WITH A DISCLAIMER ABOUT THE *****.  IF SHE IS NOW SAYING THAT SHE HASN'T, THEN SHE LIED TO ME ON THE *****.  I EVEN ASKED HER, "IS IT IN MY CONTRACT?"  HER RESPONSE,"NO.  I CAN'T GO BACK AND CHANGE A CONTRACT THAT HAS ALREADY BEEN SIGNED." 
  THE PROJECT THAT WAS SHOWN TO ME DID NOT SHOW ***** INSIDE THE DRAWERS. THE PROJECT THAT SHE SHOWED ME IS PROMINENTLY DISPLAYED ON HER ******** PAGE AND IS ONLY A PICTURE OF THE KITCHEN.  THE **** THAT **** WOULD SAY THAT I SAW THOSE DRAWERS IS A LIE.  
  I KNEW THIS BUSINESS WAS BAD, AND THAT **** AND ***** ARE INCOMPETENT, BUT AFTER READING THEIR RESPONSE, I AM SHOCKED THAT THEY ARE LIARS AS WELL. THEIR ENTIRE REPONSE IS FALSE AND I HOPE THAT I HAVE ADDRESSED THE LIES ABOVE.  WE ONLY WANT TO PROTECT OTHER CONSUMERS FROM EXPERIENCING WHAT WE DID.  Kitchen TuneUp Clarification: Kitchen TuneUp has had images on ******** and on the main and micro websites which include logod drawer boxes.  Also having an entire folder of professional pictures of the project that inspired hers was indeed review in her home. It is possible she didnt even notice the logos since they are placed within the drawer inconspicuously and under 4 wide.  ******************* demonstrated his attempt to place maple veneer stickers over the logos which perfectly covered the logo, but he said ******************** was not satisfied. Furthermore, after discussions with our home office regarding our contract we found no need for further details or changes because it was sufficient as is.  
  ******************* RESPONSE: ONCE AGAIN, IN AN ATTEMPT TO BE DIPLOMATIC AND TRY TO FIND A SOLUTION SINCE *** WAS NOT WILLING TO FIX THE ISSUE, I DID TRY TO COVER UP THE ***** WITH A VENEER STICKER.  WE BOTH WERE NOT SATSIFIED WITH THIS FIX. IF YOU SPEND $60,000 ON CABINETS, YOU SHOULD NOT HAVE STICKERS ALL OVER YOUR CUSTOM CABINETS.  REGARDLESS,THE ***** WERE NOT DEFINED IN THE CONTRACT, AND THEREFORE *** IS LIABLE FOR BREACH OF CONTRACT AND MISREPRESENTATION. ADDITIONALLY, WE COMPLETED A PANTRY PROJECT WITH *** MONTHS BEFORE THE KITCHEN INSTALL, AND THOSE DRAWERS DO NOT HAVE *****. THIS ESTABLISHES THE INTENT OF THE PARTIES AT THE **** THE CONTRACT WAS SIGNED. 
  

  WE CAN NOT CONTINUE TO GO BACK AND FORTH WITH ***, AS THEY ARE CONTINUING TO LIE AND PAINT A FALSE PICTURE OF HOW THIS PROJECT TRULY WENT.  In summary, this has been a terrible experience that has caused significant injury to my family. We hired them expecting a smooth kitchen renovation, but it turned into a nightmare with delays, poor workmanship, and unauthorized branding of our custom cabinets. ***y started the demo and install in early August, and did not finish the job until October 20th.  NOTE: they still have not corrected the drawers, so the job isnt finished.  It was supposed to be a 2 week install. ***ir response to the BBB is completely false, while they are claiming that the issues and delays are a result of our doing.  This is completely inaccurate and inappropriate.  Kitchen Tune Up Corporate will not resolve the issue.  So dont think that you will have recourse because it is a large, nationalcompany.  ***y responded that we would have to deal with the franchise owner, since our business arrangement was with them.  You should also know that **** and ***** have ZERO construction experience. ***y have only been in business for 5 years.  One was an accountant; the other was in IT.  We learned this AFTER we signed the contract.  I am not sure how Kitchen Tune Up can franchise a construction business to individuals with zero construction experience. If you would like any additional details, feel free to send me a message.  We had no intention of sharing our experience with anyone.  We just wanted the job completed and the drawers fixed so that we could move on.  As a result of their response, and unwillingness to replace the drawer boxes, we felt the need to raise awareness so that others do not have a similar experience.   We have filed a complaint with the ************************ due to their unfair business practices, as well as the BBB.  Unfortunately,the only other option is court; fortunately we have rights under U.S. law,including protection against breach of contract and misrepresentation. 
  
  
  

  Customer response

  10/31/2023

  Forgot to attach proof of refund that was never processed.  This is what we disputed on AMEX.

  Customer response

  10/31/2023

  It is important to note that all of the documentation that **** provided are half-truths.  The emails and texts she has attached, are one snapshot of multiple emails and texts.  Communication was always an issue throughout the entire project.  I think we have perhaps 20 different email threads, 10 different text message threads, and way too much he said she saids, misunderstandings,and very poor drawings.  You'll notice that the emails she shared do not include communications from her.  She is not including many of the emails that were sent before and after the ones she has shared.  The one she shows of ****** sharing her floor guy's advice, was only one of multiple emails where **** and ***** said that floors should go in last.  ****** double checked with her floor guy and he was concerned that Kitchen Tune Up would damage the floor, so he suggested that floors go in last.  Again, this wasn't the issue.  ****** and I agreed to wait to install floors based on ****'s guidance, as well as our floor guys.  The issue is that **** then measured off of the slab, and her drawings did not account for the flooring.  That is what caused the "flooring issues."  And then for her to turn around and say they were flexible and agile and didn't charge us for the delays is insane.  Instead of admitting that her drawings were the cause of the "flooring issues" she tried to say that it was our fault.  Even their subcontracted installers lamented the quality of the drawings they had to work with, which caused numerous rework and problems.

  Her text message on the refund is a result of her going back and finding the budget and letting us know the dollars we had to work with. This doesn't prove that we decided to use our own tile guy.  **** KNOWS that they pulled back their tile contract work.  Their subcontractors would attest to this.

  Everyone of her responses is not supported by her documentation.  I strongly encourage you to reach out to her subcontractors.  They are very aware of the issues we encountered.  I can't imagine they would lie like she has.

  Also, you will see many of the communications in the email we provided.  Specifically, on October 2nd,I wrote, Attached is our current snag tracker, which I will keep up-to-date every week, moving forward, for you. We wish you were able to more proactively curate these final effort(s), and we wish you had a crew here to continue working to complete the project, but nobody is here, and we are unaware of when you will be returning. I would recommend that you or ***** stop by to inspect the site periodically so that you can address the snags (see attached) and update us on when you can return to complete the project. I think you were on site for an hour or so last week, and only ****** was here working. The current state of the project still does not seem to demonstrate a standard of professional care, or the attention to detail and service enshrined on the Kitchen Tune Up website. Some level of regular, direct engagement/updates would probably do wonders to assuage us, as we are very stressed and this process has been challenging.

  Customer response

  11/01/2023

  **** shared photos with BBB, saying that she showed us the logos and that they are prominently displayed on her online presence.  We have attached documentation of their "online presence"  ******** page.  Please note the date.  They added photos of the logo and drawer on October 6th,2023.  As you know, we contracted with *** on June 1st, 2023. We informed them that we were unhappy with their logos on September 21st, 2023 and that we would take corrective action if they did not replace them.  Only then, did they upload photos of the logo and drawers.  You will also see in the attachment the photos that were posted prior to our contract.  These were the photos that we used as inspiration.  They were posted on January 20th,23rd, February 10th, 11th, 27th, 2023.  As you will see, there are no drawers with logos.  Additionally, in June and July (after we signed the contract and before the install) *** posted photos of the same project.  Again,NO logos.  Fortunately, there is a digital timestamp of the photos that have been posted so that you can see ***'s failed attempt at covering their story.

  Customer response

  11/02/2023

  We received a message that the business sent a message.  We do not see anything to respond to.  Thank you.  

  Business response

  11/02/2023

  Kitchen TuneUp franchises have photos of their projects on ******** and have for years.  There are logo'd drawers dating back years.  Our online presence is more than ********.  It also consists largely of our main and micro website offering the same information. *******************************************************************; See pic  
  Another example: Instagram *************************************************************************************************** pic attached timestamped. 
  Houzz example:
  *************************************************************************************************************************; See pic attached, from 2022 project.
  
  Kitchen TuneUp is also on ******** Linkedin, ****, Yelp and have taken part of television news spots showcases our projects. We do not hide our work.  We have completed our contract with the Deangelos and scope of work as evident by the photos and plans used to create the kitchen, pantry and pool area.  We are sad ******************** doesnt like the small Kitchen TuneUp logo within her drawers.  We follow Standard Industry practice, which is noted in the customers contract.  

  Business response

  11/06/2023

  Kitchen TuneUp franchises have photos of their projects on ******** and have for years.  There are logo'd drawers dating back years.  Our online presence is more than ********.  It also consists largely of our main and micro website offering the same information.  *******************************************************************; See pic  
  Another example: Instagram ************************************************************************************************ See pic attached timestamped. 
  Houzz example:
  *************************************************************************************************************************; See pic attached, from 2022 project.
  
  Kitchen TuneUp is also on ******** Linkedin, ****, Yelp and have taken part of television news spots showcases our projects.  We do not hide our work.  We have completed our contract with the Deangelos and scope of work as evident by the photos and plans used to create the kitchen, pantry and pool area.  We are sad ******************** doesnt like the small Kitchen TuneUp logo within her drawers.  We follow Standard Industry practice, which is noted in the customers contract.  

  Customer response

  11/06/2023

  I am rejecting this response because: The company's response that we would be expected to search every online photo of a national franchise is absurd.  We used the photos posted on the franchise's ******** that we hired (Kitchen Tune Up - Grapevine, TX) which I provided in my previous documentation.  This is not industry standard.  We have contacted 15 local cabinet makers, as well as Lowes and Home Depot.  Not one company has ever heard of putting a contractors name and logo on custom cabinets.  They were all surprised that a company would do this.  I encourage anyone reading this complaint to open your drawers in your kitchen.  I would bet not one has a logo.  Also, if it was standard, the logo would have been on our pantry drawers that Kitchen Tune Up installed months earlier. Claiming that this is "industry standard" is false, and we are confident that anyone reading this would agree.  We have had 3 cabinet makers look at our drawers with the ridiculous logo, and everyone of them is appalled with the large, dark, imprinted logo.  This is not a "small" logo.  We have also talked to authorized dealers of ******************** (the company that actually made our drawers), and not one of those dealers puts a logo on their cabinets.  Again, we did not provide Kitchen Tune Up with authorization to brand our cabinets.  Additionally, we find it quite humorous that there is a line item in the contract that states: "We strive for transparency, Please read your proposal thoroughly.  If it is not specifically noted within the proposal or line item, we have not taken it upon our responsibility.  Please ask if you're unsure, do not assume."  As the customer, the same rule applies.  If it is not specifically noted, than we didn't approve or purchase it.  We are also very sad that Kitchen Tune Up would not do the right thing and address this issue.  We also believe that anyone reading this will steer clear, as no one would want their kitchen to be used as an advertisement.  Especially for a company that caused a traumatic experience for our family.

   

*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. ↩