ComplaintsforAllen Kitchen & Bath

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 11-29-2022 Amount Paid: $8,000.00 Commitment: New Deck - Start Date 05/24/2023 Nature of Dispute: Termination of Contract and ******************* Attempt To Resolve: No Account/Contract Number: BILEA-DCK ON 11/29/2022 I ENTERED INTO A CONTRACT WITH ALLEN KITCHEN AND BATH TO HAVE MY ***** **** REBUILT. ON APRIL 24TH I CONTACTED ALLEN KITCHEN TO DISCUSS POSSIBLE CHANGES TO THE CONTRACT WHICH INCLUDED REMOVING THE OVERHANG AND EXPANDING THE **** ACROSS THE ***** OF MY HOME. I SPOKE WITH *** (THE ***** MANAGER) ABOUT THESE CHANGES AND WAS TOLD WE SHOULD HAVE ROOM IN THE BUDGET FOR THE CHANGES. A WEEK LATER I FOLLOWED UP WITH *** AND WAS TOLD ALL THE ADDITIONAL MATERIALS WERE ORDERED AND NOTHING ADDITIONAL WAS NEEDED. ON MAY 27TH (A FEW DAYS BEFORE OUR SCHEDULED START DATE) I RECEIVED AND EMAIL FROM *** STATING AN ADDITIONAL $5,600 IS NEEDED FOR THE CHANGES TO THE PLAN. SINCE I CANNOT AFFORD AN ADDITIONAL $5,600, ON 05/18/2023 I REQUESTED TO HAVE THE CONTRACT TERMINATED AND REQUESTED A REFUND. I FOLLOWED UP WITH *** ON 05/30/2023 REGARDING MY REFUND AND *** ATTEMPTED TO INFORM ME A REFUND WASNT POSSIBLE DUE TO MATERIALS BEING ORDERED. I REMINDED *** PER THE CONTRACT, CANCELATION WAS SUBJECT TO A RESTOCKING FEE AND THE RESTOCKING FEE WOULD BE CONSISTENT WITH FEES ALLEN KITCHEN INCURS FROM ITS VENDORS AND FOR THE SECOND TIME I REQUESTED A REFUND. ON JUNE 2ND I SENT A FOLLOW UP EMAIL AS I DIDNT RECEIVE A RESPONSE. TODAY, 06/05/2023 I CALLED TO SPEAK WITH *** REGARDING MY REFUND. I WAS INFORMED HE DID NOT KNOW HOW MUCH OF THE $8,000 I WOULD BE GETTING BACK AND IT COULD TAKE A COUPLE OF WEEKS BEFORE THEY FIGURE IT OUT. WHEN I ASKED WHY ITS TAKING SO LONG, HE LAUGHED, AND STATED THAT I WAS NOT AT THE TOP OF THEIR LIST DUE TO CANCELING MY CONTRACT AND THEY WOULD GET TO IT WHEN THEY CAN. UPON ASKING FURTHER QUESTIONS, HE CONTINUED TO LAUGH, HE SAID GOOD BYE AND THE CALL ENDED. I NEED THE REFUND TO PAY MY NEW BUILDERS. THE **** IS A SAFTEY HAZARD

  Customer response

  06/06/2023

  While helping me and Allen Kitchen come to a solution, I am hoping you could please ask the company to provide me with receipts from their vendor for the materials ordered along with a breakdown of labor charges.

  
  

  The company is attempting to keep $7,000 of my money and sticking me with an incomplete material order but has not provided me with any documents to support how this number was calculated. 

  

  Business response

  06/06/2023

  Good Morning ******,

  I talked with your friend and our ***************************** this morning.  It sounds like you guys have come up with a plan to continue with the project. I know it is me that you have the problem with, so I am going to stay out of the project.  Between ***** and *****, they will get your project scheduled and completed.  

  Sincerely,

  *************************

  Allen Kitchen and Bath

   

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A cabinet installed around April 2021 is damaged and needs repair. I have been trying to resolve this for the last six months with no result. They have failed to respond at all to my last email.

  

  Business response

  11/18/2022

  Our client ************************* called to report an issue with her KraftMaid Cabinets several months ago.  We responded with one of our lead carpenters inspecting the issue (************)  When **** returned to the office, he completed the report to call KraftMaid to have ******* inspect the issue. We did not follow up with ********* to confirm they contacted the client and this was our mistake. It is now obvious ******* did not get the message.  When we saw this complaint, we again called KraftMaid and ******* inspected the cabinets that have issues and has ordered replacement doors to correct the problem.  This was completed on Nov. 16th.  The doors are ordered and will ship directly to the client.  I called ***** to let her know the doors were ordered and while the lead times are long, these doors are now ordered.  ******* indicated that the client was happy with this solution. 

   

  Customer response

  11/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] I did meet with *******.  There were a couple of solutions discussed.  ******* is going to do some investigation to see if the needed fix is possible and get back in touch with me.  There was no discussion about doors being ordered and delivered to my home.  We hadn't gotten that far into the solution.  I would say this matter is still pending.  I did agree with the solutions discussed, but ******* had to do further research so a  final resolution was not agreed upon.  Ms. ********************** did not come to meet with ******* at my home so cannot know what was agreed upon at the time of *******'s visit.

   
  
  Regards,
  
  *************************

  

  Business response

  11/22/2022

  After the rep met with the clients, he came to our showroom to discuss.  I was surprised to see him because I had this client meeting on my schedule for the following day. I am not sure how the mix up on the date happened, but I was not at the client's home for the discussion.  I actually asked the **** ****** if he as staying over night in Brookfield for our meeting the following day.  I know he travels to get to our area and wanted to be there.  *** shared with me that the solution of providing decorative door panels for both sides of the cabinets in question was a solution that was discussed and accepted by the clients.  I am not sure where the breakdown in communication is here but I will follow up with *** today and find out. I will get *** to put this in writing to the clients and let them approve the solution. When I realized that I missed the meeting, I called the client and left a voice mail message explaining the mix up on the date and I believe I restated the solution that the decorative doors would be delivered directly to their home.  Truly, I am confused by the client's response and will follow up today.

  *****

   

  Customer response

  11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

   

   

  I have not heard from the Kraft Made rep, or from Allen Kitchen and Bath, except through the message to BBB.

  
  Regards,
  
  *************************

  

  Business response

  11/28/2022

  Hello BBB and *****,

   

  On November 16th, our KraftMaid Rep met with ************************* and her husband, ******** to review the concerns they have with KraftMaid cabinetry.  ***, our KM rep., then came to our showroom to report the findings of their meeting.  He told ***** and ******** he would order decorative door panels for the sides of the cabinet in question.  This would conceal the sides that are not wearing properly and provide a decorative side.  One side was needed due to the 'weathering' of the side and they decided to add decorative panels on both sides so they would match although that side was not 'weathered'.  *** has ordered the panels and they will deliver directly to the owners.  They are custom panels and they may take 8 to 10 weeks to arrive.

   

  I did send this response previously and I am not sure why the owner is saying she did not hear from KraftMaid or Allen Kitchen & Bath.  After ***'s meeting with the clients, I left a voice mail message at their residence as a follow up as well.

   

  I called *** upon reading this and he will call the clients tomorrow to verify his original meeting and confirm he has ordered the panels.

   

  Best regards,  ***** Allen

  Customer response

  11/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  ******** was not in attendance at the meeting at my home.  At that time ******* said he was going to check to see if he could get the panels made and let me know.  I did not receive a response from ******* until Monday, the 28th indicating he was able to provide the panels to resolve the issue.  I would like to note that it took NINE months for Allen Kitchen and Bath to get this resolved.  The only way Allen communicated with me to get this resolved was through the BBB complaint process.  Thank  you BBB.

   

  
  Regards,
  
  *************************

  
  

*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. ↩