Bitter's Floor Installation

Mrs.[redacted] purchased Park Gate Cambria countertops, She was installed 30 days after her purchase date due to product availability and install availability. Our staff were in constant contact with Mrs. [redacted]. There was a discrepancy because neither Mr. or Mrs. [redacted] disclosed the extra square...

footage that they had in the existing kitchen at their property. Our Fabrication manager contacted Mrs. [redacted] to notify her of the extra square footage that her current kitchen had despite have the measurements that they brought into our showroom. Due to the extra square footage she would need to purchase an extra slab to cover the depth of her peninsula and the existing counter depth. A standard slab is 55" wide subtract the depth of the a standard countertop 26' you wouldn't be able to fabricate a wide countertop. The countertops were installed over two months ago to date and from our understanding until this complaint was received it was to Mrs. [redacted] satisfactory.  As far as the product being "messy" Mrs. [redacted] may be referring to her backsplash install which was not contracted with our company directly she contracted with an installer directly on her installation. She should contact her installer directly with her concerns since the install was not done by our company. As always we are ready, willing, and able to exceed our clients expectations and in fact we did that in Mrs. [redacted] case. We have contacted the installer that installed her backsplash and referenced Mrs. [redacted] concerns and he was told to contact her. Please feel free to contact us directly at (832)-620-1700.

Dear Greg [redacted]  it is with deepest regret that I received this message from you it was our pure intention to exceed your expectations by hot shotting the cabinets over to you immediately to resolve any issues that you had we have no problem whatsoever having an installer come out to your house and personally a simple those cabinets for you the two cabinets that you were speaking of which we did not get where we are as a company by not being there for our customers we are considered an elite company with the highest ratings of customer service so we stand ready willing and able to do whatever's in it  rectify the situation and restore a goodwill with you . As we offered earlier we would like to give you a gift certificate for the inconvenience as a kind gesture please feel free to contact us directly at [redacted] do you have any questions or concerns we await your phone call so that we can do whatever is necessary to be sure that you have an Exceptional experience with our company we want to thank you for your consideration and kindness in this matter and we thank you for your business you are important to us the owners are standing by waiting your phone call

Sent: Thursday, January 14, 2016 1:20 PM Subject: Fwd: [Scan] 2016-01-12 14:30   Complaint ID# [redacted]   [redacted]    We completed Mr.[redacted] last year and had his quartz countertop repaired and also had his backsplash cleaned and inspected. The countertop was done to his...

satisfaction. The backsplash was installed to his satisfaction correcting the pattern the way that Mr.[redacted] requested and removing the excess grout . The backsplash is in 100% perfect condition, There are a couple of small adjustments on the cabinets that need to be done like small quarter round on the floor around the cabinets and a filler over the refrigerator. Our staff has contacted Mr.[redacted] today and he is out of town in Florida returning on the 21st of January, he ask us to contact him at that time to resolve the small cabinet adjustments, we have not requested our final balance from Mr.[redacted] until all adjustments have been done to his satisfactory.   Thank you in advance for your time and consideration in this matter.   Thank you, Kitchen & Bath Decor  832-620-1700

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.   Again, the company is providing POOR Customer Service.  I am not wasting any more energy on this issue, but would like the following to be on record. DO NOT Trust the charm and charisma of Kitchen & Bath Decor for good serviceTheir response is totally invalid - which shows how cowardly they would LIE to their benefitLook at agreement paperwork, and it clearly shows Kitchen Bath and Decor was responsible for ALL installation of products purchased from them.  (look at the agreement)DO NOT TRUST this company's charming looking store..    Talk is CHEAPRE-read their response.. they contacted the installer after my Revdex.com complaint . because THEY were responsible.. No longer wasting my time with this company.   They know they did us wrong..     
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:This letter is to inform you that Kitchen And Bath Decor & More has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/22/2015 1:44:17 PM and assigned ID 10872257.
From: [redacted]...

[redacted]][redacted]Sent: Thursday, November 05, 2015 10:48 AMTo: drteamCc: Kitchen BathSubject: Complaint #10872257
 
To Whom It May Concern,
 
After I submitted complaint #10872257 against Kitchen and Bath Decor, but before the company formally received the complaint from the Revdex.com, Kitchen and Bath began working to resolve my complaint. The following steps have been taken: 
 
1) Celeste apologized for my treatment and worked with me to find a solution.
 
2) The installers returned to my home and widened the hole for the dishwasher so that a new one could fit without being broken. They also touched up the damage to the cabinets so it would not be as noticeable.
 
I have ordered and installed a new dishwasher. On Saturday, November 7th, I will pick up a check for $702.62 from Kitchen and Bath to reimburse me for this purchase. On that same day, Kitchen and Bath will send someone out to remove the old, broken dishwasher still in my possession. Upon the completion of these two activities, I will consider my complaint resolved.
 
Thank you,
 
[redacted]

To whom it may concern we sold solely material to this customer the installer was hired separately and paid separately outside of our company as a third-party installer as a courtesy we have referred a nother installer to the homeowner of which they chose to remove there subfloor on the second floor...

and have that installer replace it at their expense directly with a third-party installer that is not employed by our company there timelines in there dates are strictly between the two parties and have nothing to do with kitchen and bath decor and more we are as a courtesy giving them an additional 600 square feet at no cost to the customer to help them out in this situation but as I will remind you once again the customer solely bought material no installation on the entire job all materials for their job is in our warehouse waiting for their instruction to deliver to their home the floor must be remedied before the cabinets or the counter tops can be installed they are also hiring a third-party installer to install the cabinets as well the only installation that we are personally doing as kitchen and bath to court and more is the countertop installation we feel that buying 600 square feet of material to help this customer with their installation is our attempt to go above and beyond to help our customer remedy their situation we stand by ready willing and able to assist and care for a customer in any way shape or form humanly possible however when it comes to the installation we are a wholesaler of materials only thank you so much