Terrible experience. Measurements were not what we had corrected. The installer did not receive the corrected measurements from our rep. The changes were made to our top and bottom cabinet and we were suppose to be credited a total of $40; $30 for top and $10 for bottom. We received a total of $11 and no one can explain. Our rep was always out of the office, so that was no help. The cabinet are beautiful, granite and sink wonderful and installation simply great. Where is the faucet we order? The rep never had it sent and we were told (at the Bpt store) WE HAD THE FAUCET AT OUR HOUSE. The faucet was still at the warehouse. Almost 3 weeks with out a kitchen. UNBELIEVABLE!!
[redacted] and [redacted] from Express Kitchens visited the customers to view the issues.
There are 3 distinct points mentioned by the customer:-
1. Delay in Install of countertops - The customer is correct, there was a delay in scheduling installation of counters, we spoke with the...
customer and offered them a $300 refund; the customer agreed to this, there was a spelling error on the check that was sent; but it was re sent and the customer has received it.
2. Cabinetry product issues:- Upon visiting the customer's home there were some minor adjustments that need to be made in addition to changing a fridge panel; we have agreed with the customer to perform this and are in the process of scheduling a date for our installer.
3. Leaking Faucet:- We sold the customer a faucet worth $127, customer reported that it was leaking after install, I offered to re-order the faucet or a full refund; customer asked for a full refund which was sent to him; customer made a additional request for our plumber to unhook the leaky faucet and install a new faucet that the customer purchased, although this is not covered by warranty we went ahead and did this as a customer service gesture; consecutively customer called to complain that the new faucet was also leaking; I offered to send the plumber to go there and fix it or change it out with a new faucet; if the plumber had made a mistake it would be no charge, but the customer decided to take it upon himself to install the faucet for the 3rd time. We have done everything in our power to resolve the faucet situation and do not agree with the customers demand of $250 refund for the faucet.
Complaint: [redacted]
I am rejecting this response because: they did come to my house to fix the issues and one of the new cabinet doors was damaged. Now I have to wait them to order a new door and then for an appointment for the door to be installed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to service. We have had at least 5 (if not more) appts. scheduled where nobody showed up . This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to call. I can't even get a response from a manager. The most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was there. Nobody came or called. My neighbor told me they came at 1:30 !! Why, I don't know. I had to call yet again and had to now wait until Oct.20. Again.......nobody showed up or called. I emailed them and have not even gotten a call back. This is such poor customer service. This is how they treat their customers? I can not refer anyone to them with this history. I complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix it. I also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the job completed. I want a call from the district manager/CEO/Owner, someone above Charles. I've had it with trying to be accommodating and having to wait until they have time. My time is important too, I am the customer and for good quality service, we should be taken care of asap. This job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knew. I want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directly. There are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too.
Complaint: [redacted]
I am rejecting this response because: I do agree with Express Kitchens response of "Not normal wear and Tear"; the issue is poor craftsmanship. A registered letter will be going out to the owner of Express Kitchens expressing my displeasure with not only this response, but the entire process. There is now a second issue with the drawer that contains the trash cans which are rubbing against the bottom of the cabinet.
Sincerely,
[redacted]
Went 5 Months without a bathroom!
When the cabinets and counter tops were installed mid April, we were very excited to finally be close to move in day (Mid May). However the counter tops were measured incorrectly and did not fit. There was over a month of he said she said and phone tag before we finally came to an agreement of who was to blame and who was going to pay for the mistake. We eventually had to drive up to the store to physically speak with someone to get a straight answer. After that, they told us they would order a new counter top for our bathroom. We also bought another cabinet to fit under the other mis-measured counter top. This time to avoid any mistakes, the company sent out someone to correctly measure the space. The person there said they would put the cabinet on rush order so we could at least have part of the house completed. We waited over 5 weeks with no call. When we finally got a hold of someone a week later, they told us the cabinet had been there for weeks, and that the counter top had never been ordered. We had to wait another 3 days before our sales person was back from vacation before we could speak with her and get the counter top ordered like it was supposed to be. Nobody else we spoke to had any clue about our order. We finally got everything picked up and installed in September and were relieved everything was over.
Dealing with Express Kitchens was such an ordeal! It took way longer than it should have. We should have had everything completed in April. When we moved in, the toilet and the shower were luckily functioning, but we had to go to the kitchen to wash our hands because we didn't have the counter top, therefore, we didn't have sinks. I expected a lot more from a company with Express in their name.
Mr [redacted], We thank you for taking the time to post this review. We are sorry to hear that you weren't completely satisfied with your experience. I would like to confirm that my Installs Manager Tim did reach out to you and we have agreed to replace the 3 doors in question 1 more time; and if you are...
still not 100% satisfied we will issue a refund to you for the same 3 doors.
I would again like to thank you for taking the time to review us and acknowledge that we will use it to improve our customer service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forward.
If it...
weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Ohh save your money and go somewhere else! The cabinets were damaged without recourse, tried to resolve this for months and they did not even called me back!!! What an awful place!
To: Revdex.comCase ID: [redacted] purchased a kitchen from us which included a Corner Susan Cabinet. When installation is paid for on the original order, an installer is always sent out to make necessary repairs. [redacted] had his own installer, and this...
service was never purchased through us.Express Kitchens doesn’t regularly encounter quality issues, and because the damage was reported 3 months after installation and not upon receiving the product, we don’t know how it occurred- it certainly is not normal wear and tear.We stand behind our product and are always willing to replace uninstalled cabinets that may have defects. The lazy Susan was installed and although it is against company policy to send out an installer to make repairs, we made an exception to accommodate our customer and our installer is scheduled to make repairs at the home on the June 14th , 2016.We have spoken with [redacted], and he is happy with the schedule date to make repairs.We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.If there are any further concerns please do not hesitate to contact us directly at ###-###-####.Thank youCharles M[redacted]
To: Revdex.com [redacted] [redacted] purchased a kitchen from Express Kitchens. [redacted] reported some concerns after having his kitchen installed. We are happy to report that we have resolved all of [redacted]a’s concerns, and we have left multiple messages...
to verify his satisfaction with all repairs and measures we have taken to appease his concerns. We stand behind our product and our employees. We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen. If there are any further concerns please do not hesitate to contact us directly at [redacted]. Thank you [redacted]
I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forward.If it weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer...
service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Complaint: [redacted]
I am rejecting this response because:
1. The repair date of August 6, 2014 is incorrect. The date is August 12, 2014.
2. The response from Kitchen Express regarding the faucet fiasco is incorrectly stated.
I discussed the faucet fiasco that their plumber initially installed. Within a short time it was leaking. I had to shut off the water under the sink because the water was flowing out onto the kitchen floor. I called [redacted] and he set up an appointment for them to return. They arrived and inspected the faucet. Removed the faucet stating that it was no good and needed replacing. The plumber ([redacted]) spoke with [redacted] on his cell phone, then he handed the phone to me. [redacted] told me that he would have to order a faucet (none in stock). He said that it would take another four to six days to have a functioning kitchen. I told him that we had a dinner party planned for our 34th anniversary and that it was unacceptable. He then stated that I could buy a faucet and he would reimburse me later. I immediately left to buy a faucet at [redacted] store. I returned and the plumber started to install it. With in ten minutes the plumber stated "We have a problem". They showed me a broken plastic part and said that they needed another part. I returned to [redacted] to explain my dilemma and they opened another box and gave me another parts package. I returned home and gave it to the plumbers to install. They finished and left, a short time later this new faucet was leaking. I called [redacted] immediately and he stated if this faucet is defective he will not charge me, but if it defective he will charge me $200 - $400 to recover some of his expenses. I disagreed, I asked for my original box that the faucet came in because the plumbers took it. I needed it to return the new leaking faucet from [redacted]. I told him that I would not pay a second time to have the faucet installed correctly. I returned the faucet for credit, I purchased the same faucet, returned home studied the detailed instructions and proceeded to install it correctly. I noticed when I removed the upper stem it was not flush and not at 90 degrees to the upper faucet. I review the pictorial instruction and it stated that the stem must be 90 degrees to the upper faucet or it will leak. I showed [redacted] when he came to review all the open items to finish and stated that the stem must be at 90 degrees or the faucet leaks, [redacted] took a look at it and took a picture of it with his cell phone and sent it to [redacted]. In summation, in my opinion the plumbers were in such a rush they installed the previous faucets incorrectly and I should not have to pay for their errors. I am only asking to be reimbursed for the cost of the faucet, not my time missed from work or labor charged to install the faucet correctly.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted], and find that this resolution is satisfactory to me.
December 9, 2014To: Revdex.comComplaint # [redacted]Re: Kitchen install To Whom It May Concern: On Monday December 8th Express Kitchen visited my home and repaired the last of the outstanding issues. [redacted], the owner, was professional, eager to communicate and accommodating while trying to reach an agreement on resolution. Please consider my complaint satisfied. Thank you,[redacted]
Complaint:[redacted]I am rejecting this response because: In reading[redacted] response to our discussion on July 2, 2014, I totally disagree with his comments stating there are only minor issues to address. In speaking directly with him and his contractor, I was able to physically show them each and every issue. I discussed the faucet fiasco that their plumber initially installed the faucet, within hours it was leaking. I had to shut off the water under the sink. I called [redacted] and he set up an appt. for them to return. They inspected it & removed it stating it was no good and needed replacing. The plumber ([redacted]) spoke with [redacted] on the phone, Then handed me the phone. [redacted] told me that he would have to order a faucet(none in stock). He said it would take another 4 to 6 days to have a functioning kitchen. We had a dinner party planned that evening to celebrate our 34th wedding anniversary. He then stated I could buy a faucet and he would reimburse me later. I left to get a faucet at[redacted] store. I returned and the plumbers started to install it. Within 10 minutes, the plumbers stated "We have a problem". They showed me a broken part and said they needed another part. I returned to [redacted] to explain my dilemma and they opened another box and gave me the new part package. I returned home and gave it to the plumbers to install. They finished and left. A short time later the new faucet was leaking. I called[redacted]; he stated that if the faucet was defective, he will charge me $200.00 to $400.00 to recover some of his expenses. I asked for my original box that the faucet came in. I also told him I will not pay a second time for a faucet to be installed. I returned the faucet for credit, I purchased another faucet, returned home and installed it correctly, thus, no leaks. The plumbers were in such a rush, they installed it incorrectly, the seated plate was at a 50 degree offset angle, it needed to be exactly 90 degrees from the upper stem. the inner diameter of the stem must line up with the outer collar seated plate. [redacted] asked me if he could look at it, he took a picture and sent it to his plumber ([redacted]). Below are all the remaining open issues:
I placed check marks next to each line item that has been ignored since the inital installations of 5/13/14, 6/4/14 They are:
Toe plate and side molding needs to be re-installed.
* Replace hinge & cabinet door.
Replace round head screw with flat head screw and cover with felt ring to protect cabinet finish.
* Install grommemets on al cabinet doors.
* Need marker pen to touch up marred wood surfaces.
Crown molding gaps (2) places needs to be corrected.
* Refrigerator side panel (bowed) to be replaced & secured properly.
I would like to take this opportunity to acknowledge Mrs.[redacted]'s review and give a update on the doors. We have scheduled completion of Mrs.[redacted]s kitchen on Dec 14th, and our expediter Danielle has confirmed the dates.
We apologize of the delay in getting the doors, but we will ensure the...
kitchen is completed 100%.
Also We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Greetings [redacted]We have emailed the credit receipt to the email address on file and have left a message with the same information, if you have any further questions please reach out to us directly at [redacted]Thank you
We have already agreed with the work order list that the customer has posted here during our site visit. We have scheduled our installer to go out to finish these items on August 6th. We are working hard to address all the customers product related concerns and make sure they are satisfied.
Terrible experience. Measurements were not what we had corrected. The installer did not receive the corrected measurements from our rep. The changes were made to our top and bottom cabinet and we were suppose to be credited a total of $40; $30 for top and $10 for bottom. We received a total of $11 and no one can explain. Our rep was always out of the office, so that was no help. The cabinet are beautiful, granite and sink wonderful and installation simply great. Where is the faucet we order? The rep never had it sent and we were told (at the Bpt store) WE HAD THE FAUCET AT OUR HOUSE. The faucet was still at the warehouse. Almost 3 weeks with out a kitchen. UNBELIEVABLE!!
[redacted] and [redacted] from Express Kitchens visited the customers to view the issues.
There are 3 distinct points mentioned by the customer:-
1. Delay in Install of countertops - The customer is correct, there was a delay in scheduling installation of counters, we spoke with the...
customer and offered them a $300 refund; the customer agreed to this, there was a spelling error on the check that was sent; but it was re sent and the customer has received it.
2. Cabinetry product issues:- Upon visiting the customer's home there were some minor adjustments that need to be made in addition to changing a fridge panel; we have agreed with the customer to perform this and are in the process of scheduling a date for our installer.
3. Leaking Faucet:- We sold the customer a faucet worth $127, customer reported that it was leaking after install, I offered to re-order the faucet or a full refund; customer asked for a full refund which was sent to him; customer made a additional request for our plumber to unhook the leaky faucet and install a new faucet that the customer purchased, although this is not covered by warranty we went ahead and did this as a customer service gesture; consecutively customer called to complain that the new faucet was also leaking; I offered to send the plumber to go there and fix it or change it out with a new faucet; if the plumber had made a mistake it would be no charge, but the customer decided to take it upon himself to install the faucet for the 3rd time. We have done everything in our power to resolve the faucet situation and do not agree with the customers demand of $250 refund for the faucet.
Complaint: [redacted]
I am rejecting this response because: they did come to my house to fix the issues and one of the new cabinet doors was damaged. Now I have to wait them to order a new door and then for an appointment for the door to be installed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to service. We have had at least 5 (if not more) appts. scheduled where nobody showed up . This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to call. I can't even get a response from a manager. The most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was there. Nobody came or called. My neighbor told me they came at 1:30 !! Why, I don't know. I had to call yet again and had to now wait until Oct.20. Again.......nobody showed up or called. I emailed them and have not even gotten a call back. This is such poor customer service. This is how they treat their customers? I can not refer anyone to them with this history. I complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix it. I also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the job completed. I want a call from the district manager/CEO/Owner, someone above Charles. I've had it with trying to be accommodating and having to wait until they have time. My time is important too, I am the customer and for good quality service, we should be taken care of asap. This job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knew. I want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directly. There are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too.
I was very pleased with every aspect of my renovation. Quality products. Quick installation and great customer service.
Complaint: [redacted]
I am rejecting this response because: I do agree with Express Kitchens response of "Not normal wear and Tear"; the issue is poor craftsmanship. A registered letter will be going out to the owner of Express Kitchens expressing my displeasure with not only this response, but the entire process. There is now a second issue with the drawer that contains the trash cans which are rubbing against the bottom of the cabinet.
Sincerely,
[redacted]
Went 5 Months without a bathroom!
When the cabinets and counter tops were installed mid April, we were very excited to finally be close to move in day (Mid May). However the counter tops were measured incorrectly and did not fit. There was over a month of he said she said and phone tag before we finally came to an agreement of who was to blame and who was going to pay for the mistake. We eventually had to drive up to the store to physically speak with someone to get a straight answer. After that, they told us they would order a new counter top for our bathroom. We also bought another cabinet to fit under the other mis-measured counter top. This time to avoid any mistakes, the company sent out someone to correctly measure the space. The person there said they would put the cabinet on rush order so we could at least have part of the house completed. We waited over 5 weeks with no call. When we finally got a hold of someone a week later, they told us the cabinet had been there for weeks, and that the counter top had never been ordered. We had to wait another 3 days before our sales person was back from vacation before we could speak with her and get the counter top ordered like it was supposed to be. Nobody else we spoke to had any clue about our order. We finally got everything picked up and installed in September and were relieved everything was over.
Dealing with Express Kitchens was such an ordeal! It took way longer than it should have. We should have had everything completed in April. When we moved in, the toilet and the shower were luckily functioning, but we had to go to the kitchen to wash our hands because we didn't have the counter top, therefore, we didn't have sinks. I expected a lot more from a company with Express in their name.
Mr [redacted], We thank you for taking the time to post this review. We are sorry to hear that you weren't completely satisfied with your experience. I would like to confirm that my Installs Manager Tim did reach out to you and we have agreed to replace the 3 doors in question 1 more time; and if you are...
still not 100% satisfied we will issue a refund to you for the same 3 doors.
I would again like to thank you for taking the time to review us and acknowledge that we will use it to improve our customer service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forward.
If it...
weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Ohh save your money and go somewhere else! The cabinets were damaged without recourse, tried to resolve this for months and they did not even called me back!!! What an awful place!
To: Revdex.comCase ID: [redacted] purchased a kitchen from us which included a Corner Susan Cabinet. When installation is paid for on the original order, an installer is always sent out to make necessary repairs. [redacted] had his own installer, and this...
service was never purchased through us.Express Kitchens doesn’t regularly encounter quality issues, and because the damage was reported 3 months after installation and not upon receiving the product, we don’t know how it occurred- it certainly is not normal wear and tear.We stand behind our product and are always willing to replace uninstalled cabinets that may have defects. The lazy Susan was installed and although it is against company policy to send out an installer to make repairs, we made an exception to accommodate our customer and our installer is scheduled to make repairs at the home on the June 14th , 2016.We have spoken with [redacted], and he is happy with the schedule date to make repairs.We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.If there are any further concerns please do not hesitate to contact us directly at ###-###-####.Thank youCharles M[redacted]
To: Revdex.com [redacted] [redacted] purchased a kitchen from Express Kitchens. [redacted] reported some concerns after having his kitchen installed. We are happy to report that we have resolved all of [redacted]a’s concerns, and we have left multiple messages...
to verify his satisfaction with all repairs and measures we have taken to appease his concerns. We stand behind our product and our employees. We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen. If there are any further concerns please do not hesitate to contact us directly at [redacted]. Thank you [redacted]
I would like to Thank [redacted] to take the time and review her Kitchen install - I am happy to report that we spoke with her and emailed her and have reached a agreement to move forward.If it weren’t for people like you leaving feedback, we wouldn’t have any idea how to improve our customer...
service. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Complaint: [redacted]
I am rejecting this response because:
1. The repair date of August 6, 2014 is incorrect. The date is August 12, 2014.
2. The response from Kitchen Express regarding the faucet fiasco is incorrectly stated.
I discussed the faucet fiasco that their plumber initially installed. Within a short time it was leaking. I had to shut off the water under the sink because the water was flowing out onto the kitchen floor. I called [redacted] and he set up an appointment for them to return. They arrived and inspected the faucet. Removed the faucet stating that it was no good and needed replacing. The plumber ([redacted]) spoke with [redacted] on his cell phone, then he handed the phone to me. [redacted] told me that he would have to order a faucet (none in stock). He said that it would take another four to six days to have a functioning kitchen. I told him that we had a dinner party planned for our 34th anniversary and that it was unacceptable. He then stated that I could buy a faucet and he would reimburse me later. I immediately left to buy a faucet at [redacted] store. I returned and the plumber started to install it. With in ten minutes the plumber stated "We have a problem". They showed me a broken plastic part and said that they needed another part. I returned to [redacted] to explain my dilemma and they opened another box and gave me another parts package. I returned home and gave it to the plumbers to install. They finished and left, a short time later this new faucet was leaking. I called [redacted] immediately and he stated if this faucet is defective he will not charge me, but if it defective he will charge me $200 - $400 to recover some of his expenses. I disagreed, I asked for my original box that the faucet came in because the plumbers took it. I needed it to return the new leaking faucet from [redacted]. I told him that I would not pay a second time to have the faucet installed correctly. I returned the faucet for credit, I purchased the same faucet, returned home studied the detailed instructions and proceeded to install it correctly. I noticed when I removed the upper stem it was not flush and not at 90 degrees to the upper faucet. I review the pictorial instruction and it stated that the stem must be 90 degrees to the upper faucet or it will leak. I showed [redacted] when he came to review all the open items to finish and stated that the stem must be at 90 degrees or the faucet leaks, [redacted] took a look at it and took a picture of it with his cell phone and sent it to [redacted]. In summation, in my opinion the plumbers were in such a rush they installed the previous faucets incorrectly and I should not have to pay for their errors. I am only asking to be reimbursed for the cost of the faucet, not my time missed from work or labor charged to install the faucet correctly.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...
[redacted], and find that this resolution is satisfactory to me.
December 9, 2014To: Revdex.comComplaint # [redacted]Re: Kitchen install To Whom It May Concern: On Monday December 8th Express Kitchen visited my home and repaired the last of the outstanding issues. [redacted], the owner, was professional, eager to communicate and accommodating while trying to reach an agreement on resolution. Please consider my complaint satisfied. Thank you,[redacted]
Complaint:[redacted]I am rejecting this response because: In reading[redacted] response to our discussion on July 2, 2014, I totally disagree with his comments stating there are only minor issues to address. In speaking directly with him and his contractor, I was able to physically show them each and every issue. I discussed the faucet fiasco that their plumber initially installed the faucet, within hours it was leaking. I had to shut off the water under the sink. I called [redacted] and he set up an appt. for them to return. They inspected it & removed it stating it was no good and needed replacing. The plumber ([redacted]) spoke with [redacted] on the phone, Then handed me the phone. [redacted] told me that he would have to order a faucet(none in stock). He said it would take another 4 to 6 days to have a functioning kitchen. We had a dinner party planned that evening to celebrate our 34th wedding anniversary. He then stated I could buy a faucet and he would reimburse me later. I left to get a faucet at[redacted] store. I returned and the plumbers started to install it. Within 10 minutes, the plumbers stated "We have a problem". They showed me a broken part and said they needed another part. I returned to [redacted] to explain my dilemma and they opened another box and gave me the new part package. I returned home and gave it to the plumbers to install. They finished and left. A short time later the new faucet was leaking. I called[redacted]; he stated that if the faucet was defective, he will charge me $200.00 to $400.00 to recover some of his expenses. I asked for my original box that the faucet came in. I also told him I will not pay a second time for a faucet to be installed. I returned the faucet for credit, I purchased another faucet, returned home and installed it correctly, thus, no leaks. The plumbers were in such a rush, they installed it incorrectly, the seated plate was at a 50 degree offset angle, it needed to be exactly 90 degrees from the upper stem. the inner diameter of the stem must line up with the outer collar seated plate. [redacted] asked me if he could look at it, he took a picture and sent it to his plumber ([redacted]). Below are all the remaining open issues:
I placed check marks next to each line item that has been ignored since the inital installations of 5/13/14, 6/4/14 They are:
Toe plate and side molding needs to be re-installed.
* Replace hinge & cabinet door.
Replace round head screw with flat head screw and cover with felt ring to protect cabinet finish.
* Install grommemets on al cabinet doors.
* Need marker pen to touch up marred wood surfaces.
Crown molding gaps (2) places needs to be corrected.
* Refrigerator side panel (bowed) to be replaced & secured properly.
Sincerely,
[redacted]
I would like to take this opportunity to acknowledge Mrs.[redacted]'s review and give a update on the doors. We have scheduled completion of Mrs.[redacted]s kitchen on Dec 14th, and our expediter Danielle has confirmed the dates.
We apologize of the delay in getting the doors, but we will ensure the...
kitchen is completed 100%.
Also We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
Greetings [redacted]We have emailed the credit receipt to the email address on file and have left a message with the same information, if you have any further questions please reach out to us directly at [redacted]Thank you
We have already agreed with the work order list that the customer has posted here during our site visit. We have scheduled our installer to go out to finish these items on August 6th. We are working hard to address all the customers product related concerns and make sure they are satisfied.