ComplaintsforElite Kitchen & Bath

• Initial Complaint

  07/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contacted the company around 12/2022 to remodel 2 small bathrooms in our home. We received two Estimates, one for each bathroom, from the company in 1/2023. After agreeing on the details of this project, we paid the company a $4K deposit on April 12. After that payment we requested an installation date. Between then and now we have experienced a massive amount of ignored emails, text and phone calls. On more than one occasion we were given a date that the project would start, only to have no one show up. It has been very frustrating to wait from home, receiving not a single word from them, while our own work suffers from our absences. On July 5, we asked the company to refund the amount we paid so that we could both part ways. Only then a response followed to move forward with demo and installation for July 20. The crew arrived several hours late, so demo and installation went on until nearly 8 pm. They "finished" the bathrooms and left, leaving a mess behind. When we examined the "finished" product we realized that they had simply replaced the existing cabinets with the same design and completely ignored the remodel change we had discussed and agreed upon. The cabinet in the single vanity had not been extended at all, and the sink was not centered as was so important to us. Those two things were the whole purpose for our bathroom remodel. We contacted ****** via text and expressed our displeasure. He responded the next day and said he would come by our house to look at the issues we raised. However, we received no further communication from him and he never came by, despite several texts. Neither of our cabinets have any faucets or water hooked up to them, which was part of the agreement as well, and so they are currently useless for critical bathroom needs. At this point, we just want our money back so that we can move on and get the real help we need for our bathrooms. I have zero trust in this company and I want nothing to do with them.

  

  Business response

  08/30/2023

  We immediately established communication with the customer, arranging a prompt home visit to inspect both bathrooms. During the visit, we thoroughly assessed the situation and addressed the discrepancy arising from the installers deviation from the plans. Following an extensive walkthrough with ***** and *****, they openly conveyed their contentment with the superior installation and the quality of the materials used . A consensus was reached to increase the size of the filler to the left of the cabinet to ***** them more countertop space for the hall bathroom. ***** and ***** had nothing but positive things to say about the other bathroom.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work started 3-13-2023 3 payments Would like to be compensated for extra cut in countertop to left of kitchen sink. GC said they could install the entire countertop in 2 pieces with a cut at the sink faucet. What we received was a cut at the window sill, a cut at the faucet, and a cut to the left of the kitchen sink. I am okay with the cut at the window sill because none of the other contractors could do this. But I am not willing to pay for the cut to the left of the sink. Drawing 1 shows a cut on a diagonal and another has no cuts so it is hard to prove by pictures.I saw an air gun drop and make a hole in floor. New crack by the kitchen sink and side of another cabinet. I have more dings. Workers should have laid down cardboard to protect floor. UNFINISHED 1-Completing baseboard/drywall under oven area. The baseboard needs to cover area and/or a drywall person needs to patch the walls. GC said they could not find matching baseboard and I should find someone to do it. Maybe GC could take baseboard out of a closet to match kitchen's baseboard or get new baseboard. I would like GC to finish the job.2-Adding wood to the sides of the dishwasher so that I do not see the sides/insulation. I didnt see the insulation or sides of the dishwasher before. The dishwasher is about the same size as every other dishwasher.3-Touching up the cabinets. If GC leaves me the touch up material, I can do this. I think it is glue.4-Gouges on both sides of microwave wall need to be plastered.5-The glue on the countertop and doesnt come off . If there some kind of goo be gone type cleaner I can remove the glue/cement.6-The sink was supposed to come with 2 grates.I asked GC to resolve these issues and a timeline. I have not seen a final invoice but paid the first two invoices.

  

  Business response

  05/24/2023

  Hello - 

  We apologize for the delay in getting back to you guys.

  We are reviewing all of the ******* issues with our teams involved.

  We will be disputing many of her allegations, as they are simply not true.

  thank you - ******

  Customer response

  05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

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