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*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Hello Revdex.com
Can I get complaint and business response to complaint #***?
The business has still not addressed the issue and I would like to re-activate this item.
Thank you,
*** ***

Complaint: ***I am rejecting this response because: see attached response letterKitchen Experts wants to renegotiate the scope of the contractI don't want toI only want what was promised to me and I paid for They cannot stop and unilaterally force contract changes into the agreementI'm living without heat, thru the winter because of their actionsI'm upset that Kitchen Experts can be a Revdex.com company and do business this way Sincerely,*** ***

Initial Business Response /* (1000, 11, 2015/11/12) */
We do greatly appreciate the patience on behalf of this customerWe have a new Service Manager, ***, (not to be confused with our FIELD Service Manager ***-there are two ***s) who will be getting in touch with this customer by Friday,
11/to make sure that we have everything we need to take care of this problem as quickly as possibleThis may require one more visit from Field ***We have a new custom shop that we use now instead of the original shop that made these cabinets in the ***'s house, so we should be able to remedy this in a more expedient manner than the customer has previously experienced
Initial Consumer Rebuttal /* (2000, 14, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and months later I still do not have resolutionWhen the panels and door are reinstalled is when I will claim the complaint satisfied I will not hesitate to request this complaint be reopened if the work is not done in a timely manner
Final Consumer Response /* (3000, 15, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and months later I still do not have resolutionWhen the panels and door are reinstalled is when I will claim the complaint satisfied I will not hesitate to request this complaint be reopened if the work is not done in a timely manner

Complaint: ***I am rejecting this response because:
This is an update to complaint #*** issued in July (see below for original complaint) Kitchen Experts responded to our original complaint filed in July and accepted responsibility and apologized for the situationWe, once again, have been very ***ient and work with them but it is now and the issues have not been addressedComplaint #*** - filed July In March 2015, we hired Kitchen Experts to remodel our kitchen at which point we made our first payment installment of our $80k project costWe were told the job would be completed six weeks after they started construction, which we were led to believe would be rather quickFive months later, construction finally beganInitial progress was fast, but for days and days, nobody would show upWe have three children, so every day without use of our kitchen was painfulTen weeks later, even though they had some tasks remaining (including some unbelievably sloppy work), they asked for our final payment with the promise that the work would be completed right awayFoolishly, I took their word and wrote out a check for the remaining balanceAfter numerous calls they finally had someone come out to correct one of their mistakesThe resulting ‘fix’ was worse than the original problemAt this point, I spoke directly with *** who pleaded for our ***ience as they were trying to get some other clients’ projects complete so those cus***ers could use their kitchens over the holidaysReluctantly, we agreed to wait so people wouldn’t be without use of their kitchens over the holidays…Our kitchen was functional, albeit unfinishedAfter numerous attempts to contact Kitchen Experts in the New Year, only after we had a major leak (which could have been catastrophic if I had not been home and able to turn off our water supply) they finally sent someone out in April to document the remaining tasks and mistakes that needed to be fixedIt is now late July 2016, seventeen months after hiring Kitchen Experts, and our kitchen remains unfinishedWe were willing to spend a significant amount of money, expecting quality work….the results leave us extremely frustrated and dissatisfiedAny assistance the Revdex.com can offer will be greatly appreciatedSincerely,*** ***

Complaint: ***I am rejecting this response because:
This is an update to complaint #*** issued in July (see below for original complaint) Kitchen Experts responded to our original complaint filed in July and accepted responsibility and apologized for the situationWe, once again, have been very ***ient and work with them but it is now and the issues have not been addressedComplaint #*** - filed July In March 2015, we hired Kitchen Experts to remodel our kitchen at which point we made our first payment installment of our $80k project costWe were told the job would be completed six weeks after they started construction, which we were led to believe would be rather quickFive months later, construction finally beganInitial progress was fast, but for days and days, nobody would show upWe have three children, so every day without use of our kitchen was painfulTen weeks later, even though they had some tasks remaining (including some unbelievably sloppy work), they asked for our final payment with the promise that the work would be completed right awayFoolishly, I took their word and wrote out a check for the remaining balanceAfter numerous calls they finally had someone come out to correct one of their mistakesThe resulting ‘fix’ was worse than the original problemAt this point, I spoke directly with *** who pleaded for our ***ience as they were trying to get some other clients’ projects complete so those cus***ers could use their kitchens over the holidaysReluctantly, we agreed to wait so people wouldn’t be without use of their kitchens over the holidays…Our kitchen was functional, albeit unfinishedAfter numerous attempts to contact Kitchen Experts in the New Year, only after we had a major leak (which could have been catastrophic if I had not been home and able to turn off our water supply) they finally sent someone out in April to document the remaining tasks and mistakes that needed to be fixedIt is now late July 2016, seventeen months after hiring Kitchen Experts, and our kitchen remains unfinishedWe were willing to spend a significant amount of money, expecting quality work….the results leave us extremely frustrated and dissatisfiedAny assistance the Revdex.com can offer will be greatly appreciatedSincerely,*** ***

Hi ***
We still have not received a response fro Kitchen ExpertsAny suggestions for me? It's been almost years since we started the project and there are multiple items that are unfinished even though we've paid in fullWill this affect their Revdex.com rating at some point?
Any suggestions you have for us will be appreciated.
Thanks
*** ***
On Fri, Jan 27, at 12:PM *** *** wrote:

*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** ***
Hi ***
Thanks for the updateUnfortunately KE has not contacted us.
Let me know if there's anything else I can do.
***

Hi ***,
Thanks for checkingI think we are finally finished with the project.
Thank you for working so hard on making that happen.
It has truly been amazing that this took so long!
Best,***

Kitchen Experts, while understanding that this has been a frustrating process for our customer, takes issue with the fact that we have been accused of abandoning this projectWe have had difficulty with this customer understanding exactly what it will take to build their kitchen and were never able
to come to an agreement on the scope of work despite many attempts to do soThere were several events that took place on this project that delayed any kind of start:
The contract signed in May is from a previous ownership and business license and we have been in need of signing an updated contract with this customerWe have still not been able to do soWe have been up front and honest from the beginning and let the customer know what the process is to proceedKitchen Experts has never delayed this project or not followed throughEvery attempt that we have made to get a decision from the customer on layout, plans, materials, appliances, etchas been met with the customer informing us that they are not ready and had to think about their decisionsHow can we do any more "reasonable diligence" with this customer when we do not have an agreement of what they want built?
We sent our Blueprinter out on several occasions to discuss design and layout of the kitchen and presented options of the design each timeWe still do not have a signed off approved blueprint.
In addition to the Blueprinter, we sent out our Lead Designer as well as our previous owner to the home on multiple occasions to try to assist with the design process and make sure to get this project going as quickly as possible.
There have been separate occasions over the years where the customer has come to the showroom to confirm materials and left with samples and the promise to get back to us and confirm materialsThis has never happenedWe have called numerous times to follow up on every one of these visits over the years and have not had responses from the customer.
Despite what has happened over the years, we have been up front and honest about what has been happening and the process required for this customer to move forwardWe do not appreciate being portrayed as a company that misleads, lies to and abandons our customersThis is simply not the case now or everKitchen Experts builds hundreds of kitchens a year and is not in the habit of begging a customer to start before they are readyWe continually reached out to this customer and when they did not respond, we assumed they were just not readyIt is not until now that they are even mentioning that they want their money back.
We have a new ownership in this company and are more than willing to continue with this project provided that there are guidelines set on both sides that will be metThe first requirement will be that we write a new contractThis is not something that we will compromise onWe have a contract that is years old that we cannot honor because of the time and also the fact that we are not that company any longerWe are willing to put the monies paid towards the new contract but need everyone to be aware that since we have not confirmed the scope of work or materials and layout of this project that there needs to be a new contract executed.

This is an update to complaint #*** issued in July (see below for original complaint) Kitchen Experts responded to our original complaint filed in July and accepted responsibility and apologized for the situationWe, once again, have been very ***ient and work with them but it is now and the issues have not been addressedComplaint #*** - filed July In March 2015, we hired Kitchen Experts to remodel our kitchen at which point we made our first payment installment of our $80k project costWe were told the job would be completed six weeks after they started construction, which we were led to believe would be rather quickFive months later, construction finally beganInitial progress was fast, but for days and days, nobody would show upWe have three children, so every day without use of our kitchen was painfulTen weeks later, even though they had some tasks remaining (including some unbelievably sloppy work), they asked for our final payment with the promise that the work would be completed right awayFoolishly, I took their word and wrote out a check for the remaining balanceAfter numerous calls they finally had someone come out to correct one of their mistakesThe resulting ‘fix’ was worse than the original problemAt this point, I spoke directly with *** who pleaded for our ***ience as they were trying to get some other clients’ projects complete so those cus***ers could use their kitchens over the holidaysReluctantly, we agreed to wait so people wouldn’t be without use of their kitchens over the holidays…Our kitchen was functional, albeit unfinishedAfter numerous attempts to contact Kitchen Experts in the New Year, only after we had a major leak (which could have been catastrophic if I had not been home and able to turn off our water supply) they finally sent someone out in April to document the remaining tasks and mistakes that needed to be fixedIt is now late July 2016, seventeen months after hiring Kitchen Experts, and our kitchen remains unfinishedWe were willing to spend a significant amount of money, expecting quality work….the results leave us extremely frustrated and dissatisfiedAny assistance the Revdex.com can offer will be greatly appreciated

Initial Business Response /* (1000, 10, 2015/11/16) */
Kitchen Experts of California, Inchas been in contact with this customer to let her know that we have located the correct part to repair this damper issue, ordered it and as soon as we know the ETA for it to come in, we will schedule with Ms
*** immediately to make sure that we correct this issue in a much more expeditious manner than what has been happening so far
We do apologize for the delay in taking care of this problemWe never want to do business this way, but we have had a reorganization in staff and have made the necessary changes to be sure that this does not happen again
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they have called me to let me know part ordered and will schedule an appointment once it come in, I heard same story from two other people since May with no resolution Until I get an appointment to get fixed and it is properly installed, I will not believe their word

*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** ***
?
Hi ***
?
Thanks for the updateUnfortunately KE has not contacted us.?
?
Let me know if there's anything else I can do.?
?
***

We at Kitchen Experts greatly regret that a valued cus***er such as this one has had a tough experience with us coming out to take care of the last items to complete what otherwise was a successful projectIt is completely our fault, not this cus***er's that we have not responded soonerWe have
sent several people from our company as well as a tile expert to take a look at the final punch list that has been presented, so we should be able to get a handle on this pretty quickly.?
We will make sure to schedule directly with the cus***er to take care of the final items and make sure that we set a plan of action and stick to it so that everyone will know when exactly to expect the repairsWe will be in touch by Friday, August 5th to discuss scheduling and make sure that we address these issues and schedule as quickly as possible.?
?

We at Kitchen Experts greatly regret that a valued cus[redacted]er such as this one has had a tough experience with us coming out to take care of the last items to complete what otherwise was a successful project. It is completely our fault, not this cus[redacted]er's that we have not responded sooner. We have...

sent several people from our company as well as a tile expert to take a look at the final punch list that has been presented, so we should be able to get a handle on this pretty quickly. 
We will make sure to schedule directly with the cus[redacted]er to take care of the final items and make sure that we set a plan of action and stick to it so that everyone will know when exactly to expect the repairs. We will be in touch by Friday, August 5th to discuss scheduling and make sure that we address these issues and schedule as quickly as possible.

[redacted] [redacted]
Hello Revdex.com
 
Can I get complaint and business response to complaint #[redacted]?
 
The business has still not addressed the issue and I would like to re-activate this item. 
 
Thank you,
[redacted]

Initial Business Response /* (1000, 11, 2015/11/12) */
We do greatly appreciate the patience on behalf of this customer. We have a new Service Manager, [redacted], (not to be confused with our FIELD Service Manager [redacted]-there are two [redacted]s) who will be getting in touch with this customer by Friday,...

11/13 to make sure that we have everything we need to take care of this problem as quickly as possible. This may require one more visit from Field [redacted]. We have a new custom shop that we use now instead of the original shop that made these cabinets in the [redacted]'s house, so we should be able to remedy this in a more expedient manner than the customer has previously experienced.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.
Final Consumer Response /* (3000, 15, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.

Initial Business Response /* (1000, 10, 2015/11/16) */
Kitchen Experts of California, Inc. has been in contact with this customer to let her know that we have located the correct part to repair this damper issue, ordered it and as soon as we know the ETA for it to come in, we will schedule with Ms....

[redacted] immediately to make sure that we correct this issue in a much more expeditious manner than what has been happening so far.
We do apologize for the delay in taking care of this problem. We never want to do business this way, but we have had a reorganization in staff and have made the necessary changes to be sure that this does not happen again.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they have called me to let me know part ordered and will schedule an appointment once it come in, I heard same story from two other people since May with no resolution. Until I get an appointment to get fixed and it is properly installed, I will not believe their word.

Hi [redacted]
 
We still have not received a response fro Kitchen Experts. Any suggestions for me?  It's been almost 2 years since we started the project and there are multiple items that are unfinished even though we've paid in full. Will this affect their Revdex.com rating at some point?
 
Any suggestions you have for us will be appreciated. 
 
Thanks
[redacted]
On Fri, Jan 27, 2017 at 12:57 PM [redacted] <[redacted]> wrote:

PLEASE SEE KITCHEN EXPERTS RESPONSES IN BLUE:
 
Customer’s Statement of the Problem:Kitchen Experts contracted to do a Kitchen remodel at my house. In order for the remodel to take place, the heater was removed. Once KE completed, The new furnace was to be installed. KE contract completion...

date was 11/10. The heater was be installed that week.
 
There was a lot of work going on in this home before Kitchen Experts arrived on the jobsite, including the structural removal of a wall. If the heater had to be removed, it was because of the work that was going on outside of the kitchen that we were not responsible for. Our Foreman, [redacted], spoke with this customer regarding the heater and let him know that the electrical work that needs to be done has nothing to do with the current project and that nothing we did would inhibit the installation of the heater. He was told by the customer that the main reason that the heater could not be installed was because of the materials that Kitchen Experts was storing in the basement that was in the way. [redacted] offered to have the debris moved the next day, but the customer said that would not be necessary.
 
KE has not completed their work. The Heating contractor wants more money to do his work now because of the incomplete electrical and gas work left undone by KE. I live with out heat and a kitchen.. It is unbearable.
 
There are several factors that contribute to Kitchen Experts not being able to complete this kitchen, which will be addressed below. We never want a customer of ours to be in a predicament where they do not have heat in their home. We would be happy to work with the heater installation to be sure that everything is in place so that the heater can be installed. We would be happy to work on everything to complete this kitchen, but there are several items that we need to work out on the scope of work and need to be agreed upon in writing before we can complete this home. We have not been able to speak in person to [redacted] since the beginning of December although there have been emails going back and forth and our Attorney has gotten involved to attempt to mediate between the two parties-not to start any kind of litlgation-and to try to make sure that there is clear communication going forward. We have been attempting to come to a resolution to move forward on this project to which the typical reply from [redacted] is, “Just finish the kitchen and we will deal with everything else later!” This is not a binding, agreed upon scope of work, which is what we have been asking for.
To our knowledge, we do not have any missed calls to anyone on our staff or any missed emails from [redacted]. In fact, in multiple conversations between [redacted] and either our Owner, [redacted] or our Attorney, we requested to have an appointment to walk-through the jobsite and come up with an amicable solution. [redacted] refused any such appointment. Our Attorney also made several attempts on our behalf to come to an amicable solution to which none was ever made.
 
 
KE has installed the the wrong hardwood floors, Red Oak instead of white Oak.
 
There have been several discussions regarding this hardwood flooring. First of all, the new hardwood flooring was matched to a sample of the existing hardwood, which to the best of our knowledge is original to the home. It is very difficult to match existing hardwood flooring. We have consulted several outside flooring contractors who have all agreed that they are very similar and that it is difficult to match no matter what. There is a picture attached of the corner of the flooring, which Kitchen Experts has always agreed was incorrect and that we would repair. We have offered a couple of solutions:  to demolish existing flooring and refund all of funds charged for all flooring altogether so that [redacted] can have his flooring done by someone else or that we will come in and repair the existing flooring at the corner and any existing flaws and then [redacted] can have his flooring finished by an outside contractor. To be clear, the wording in the contract includes engineered hardwood flooring. Kitchen Experts is not responsible for any refinishing process or costs on this flooring. We do not feel that we will be able to install what [redacted] is expecting-a perfect match to the existing-which is why we offered to refund all charges for the existing floor and to return the floor to install ready for another material by another flooring installer. Unfortunately, until there is an agreement on the floor we cannot move any further to complete the kitchen.
 
 
 
 
They have not installed the cabinets that were on the drawings. The cabinets they did install are not correct.
 
We are not sure what exactly is being referred to in regards to the cabinets. When the cabinets were installed, it was brought to the attention of the office that the customer expected to have a different color cabinet on the island. There was nothing in writing nor charged to reflect this change, just verbal agreements. This situation was immediately rectified at no charge to the customer and now the cabinets are the desired color. If there are other cabinets that are not correct, we are not aware of this but would honor the contract and plans to correct.
 
 
 They have not installed the tile floors.
 
The tile flooring is in another area of the house away from the kitchen. There is a basement underneath where the tile flooring is to be installed and we feel that it will not be safe to add the weight and tile materials until the flooring is structurally sound. At a meeting at the customer’s home before the project started, with several Kitchen Experts employees present, [redacted] agreed that there would be an additional charge to prep for the tile. Once presented with the cost to do this, however, [redacted] refused to pay the Addendum and said that we would address the tile later. As a company we would recommend that there be a structural engineer involved to reinforce the area where tile is desired so that it can be done so safely.
 
They have incomplete wiring hanging in my(to Be) kitchen area, and basement.
 
We are not done with the project and all of the wiring passed the initial electrical rough inspection. As soon as we come in to complete the kitchen, the wiring will be completed.
 
 
 The granite installed is incorrect. The Island counter top was paid by my wife, to a 3rd Vendor and cut wrong and not delivered.
 
Not sure what is being referred to saying that the granite is not correct. All of the granite in the kitchen has been installed with the exception of the island. This is the first we are hearing that it is not correct. The island countertop has been fabricated and is completely ready to be installed. There needs to be 2 posts reinforcing the island that cannot be installed until the flooring is complete. The island granite can go in as quickly as the reinforcement posts have been installed without delays. We easily could have left the island countertop piece at the house if requested, but the customer was fine with us keeping it at our fabrication shop. We are happy to deliver the fabricated island countertop delivered to the home.
 
The Island was not placed per the drawings.
Again, the island has been corrected and should no longer be an issue. If the island is incorrect at this time, it is a good thing that the countertop, flooring and post have not been completed. This is the first that we are hearing that the island is still not correct.
 
 The Gas was installed in the wrong location.
 
We do not know what is being referred to regarding the gas. As contracted, the gas will be available and correct for the range installation.
 
The electricity has some lights on all the time, other places wires hanging, other places only 2 switches in a 4 switch box. Some wire are hot, some are boot legged into other systems that may be overloading another system.
 
Again, the electrical has passed the rough electrical inspection by the City. If there is more that needs to be done to complete the project, it will be done. We do not “bootleg” wiring and it would never pass code if we did.
 
The refrigerator will not fit into the cabinet they installed.
 
If there is an issue with the refrigerator cabinet, we will adjust before the installation of the fridge to make sure there are not any problems with installation. The customer ordered and paid for the appliances through Kitchen Experts and they have not been delivered to the home. The customer cancelled the payment on their appliances, but Kitchen Experts has not cancelled the order for the appliances. If we are able to come to an agreement and allowed to complete this project, we will require a cashier’s check for the appliances.
 
 
 The granite installed is delaminating from the plywood base.
 
We are not sure what is being referred to here. If there is an issue with the countertop, it will be fixed if we are allowed back into the house.
 
 The painting has not been done, the sheet rock is incomplete and what has been installed needs repaired.
 
We have not been back to the house to be able to complete the project. These items as contracted would be completed before the final inspection. Purchase Price:$62570.00Disputed Amount:$150000.00Desired Settlement:Other (requires explanation)After abandoning the project for over 2 months, knowing leaving me with out heat over the holidays and not returning letters and phone calls that I have made to Kitchen experts staff.
 
By no means has Kitchen Experts abandoned this project.  It is completely unreasonable for this customer to demand that we pay $150,000.00 in cash in order for them to complete their kitchen. Our Attorney has tried on several occasions to reach out to [redacted] as a mediator to be sure that the communication could improve and to be sure that the items of disagreement are solved in writing. We have not received any letters, emails or phone calls from [redacted] despite reaching out to try and resolve these matters. In fact, there were several times that [redacted] visited the office to try to resolve things in person that proved useful that we could speak in person. We have not had any visits in person or requests for appointments from [redacted]. We also sent our Flooring Foreman, [redacted] and [redacted] out for a joint meeting with [redacted] with no resolution.
 
 I feel I can only pay somebody else to come in and complete this work. KE has not installed an Item, to date that is per the contract.
 
What does this mean that we have not installed an Item to date that is per the contract? Completely not true and we even sent a breakdown of the contract to the customer along with an outline of several items that we have done for no charge including but not limited to: cabinets in the sunroom and custom cabinets for the closet in the bedroom.
 
 
Therefore, why would I want them to actually do the work. I need my heating completed and kitchen completed. I need cash from Kitchen Experts to do that. The Amount needed is unknown at this time. All repair estimates I have received to date, have very large contingency amounts included. At this point I can only assume their intent is malicious and criminal. The short answer is CASH.
 
Kitchen Experts is fully prepared to complete this kitchen as contracted and will do so in a professional manner. We are not malicious and in no way are we breaking the law. We are not criminals. We do not feel that we owe this customer cash.  The short answer to this complaint is that we got to a stopping point because of a disagreement on the flooring and have been attempting to come to a resolution that was agreed to in writing. The customer has refused to come to an agreement in writing and has not been forthcoming in working with us. We do believe that there have now been other contractors in the house working on this project that we are contracted to do, but do not know for sure because we have not been allowed back in the house.  We feel that at the very least, we should be allowed to do a walk-through with representatives from our company and our Attorney to make sure that we are all on the same page.
HIPAA:HIPAA Release was offered and accepted on 1/22/2017.
 
Not sure why this HIPAA sentence was included in here. We do not have anything to do with medical records or the laws regarding them.

Initial Business Response /* (1000, 5, 2015/05/22) */
We would like to start off by being perfectly clear: Kitchen Experts of California, Inc. has not committed any crime, fraud or represented anything less than the truth while dealing with this customer. We resent that anyone would use those words...

to describe us and our dealings. Ms. [redacted] states that we sold them a defective range that cannot be repaired because we dropped it when delivering. We did not drop this range during delivery and this has never been proven in writing by anyone. In numerous attempts to speak with Capital Appliance, the company that allegedly stated that we must have dropped the range in question, we have been unable to reach anyone who will stand behind this statement.
The Wiessners willingly and knowingly purchased a full kitchen display of Viking appliances at a significant discount. The complaints about the range were not brought to our attention for 7 months after the installation of the range.
The last contact that my office had with Ms. [redacted] was by email on October 13, 2013 when [redacted] forwarded me an email from Ms. [redacted] requesting his help to get the service issues addressed. I sent a detailed response back addressing each one of issues that had been brought to our Service Manager, [redacted]'s attention and clearly expressed our desire to finish everything up and to make sure that this kitchen was completed to the customer's satisfaction. Ms. [redacted]'s response was that she would like to speak directly to our Owner, [redacted] because she didn't know who I am.
The next thing we knew, Ms. [redacted] had filed a complaint with the CSLB, who established that the complaints about the rest of the kitchen could be easily remedied either by us coming out to fix them or by paying the Wiessners $1040.00 to have it fixed themselves. They also reported that they did not witness the complaints with the range, but that they were a General Contractor and not a specific certified Appliance Repairman. The Wiessners then pursued another avenue of trying to get us to replace their range by filing a claim against our General Liability Insurance. Our General Liability Insurance covers us to the full extent of what is required by the law and did not cover a claim that is not proven nor that was made by a third party.
Ms. [redacted] states that she sent a letter by certified mail demanding a refund of all money paid for defective products, installation and labor. This is true, however, we are not under any obligation to give anyone their money back just because they have demanded it.
Although the Wiessners have attempted to pursue this issue through multiple outlets, we have not been told that we are under any obligation to replace this range and we do not plan on doing so.
We respectfully request that this issue is dropped and that we do not have to put up with any more libelous accusations such as that we have committed a crime or committed fraud. While we do feel badly that one of our customers is unhappy, we feel that we have fulfilled our contract with this customer and should not have to endure any more attacks on our character or on the character of our company.
I do have copies of the emails and reports referenced in this response and will happily produce upon request.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kitchen Experts talked us into buying their display Viking Gas Range, and we were told by the owner, [redacted], that it was in excellent condition, never used, and under full warranty. Only one of the stated conditions were true. Several months went by before we were able to use the oven due to ongoing multiple health issues and hospitalizations of immediate family members. Once we were able to use the oven there was loud banging and clanging coming from the oven,so we told Kitchen Experts about the strange noises coming from the gas range. Kitchen Experts said they would not cover it and that we needed to contact Viking directly regarding the bomb-like noises going off, and shaking when the oven was turned on. We were referred to Viking's rep, Capital Appliances, who inspected it and stated the range sold us was 3 years old, and sustained a bent frame from being dropped during delivery and is not able to be repaired. [redacted] was sent a picture of the bent frame and a written statement regarding the bent frame. He has never contacted Capital Appliances to verify or get additional information for follow up. We want restitution made to us as Kitchen Experts sold and delivered to us a 3 year old unrepairable, defective Viking Gas Range.Once Kitchen Experts refunds our money, they can deal with their people, or whomever they purchased it from to refund their portion. Yes, we are indeed victims of fraud. We will continue to take whatever means are necessary to make this right.
By the way, contacting the CA State Contractors Board and General Liability Insurance is the legal way of addressing such issues. Our objective is to receive restitution from you for the defective range you sold us, not to publicly hurt your business.