Express Kitchens

Review: We had our kitchen installed on May 13,2014. We contact them on May 20, 2014 looking for our counter top install. They had not measured our kitchen for install. They admitted that they forgotten. They said that they would send a check for $300 the inconvenience for ten days of waiting. We have yet to receive the correct check. They sent a check that wasn't cashable. They spelled our name wrong. We are still not completed on installation. We have had our crown molding fall off the cabinet. They re-installed it but we still have a gap on the crown molding to the ceiling, which has not been corrected. We have tried on many occasions to speak to Operations Manager [redacted] to correct the poor installation of cabinetry / plumbing. We have yet not been able to speak to him. We were contacted by e-mail stating that the kitchen installation is completed. [redacted] spoke with his contractor [redacted] about June 21, 2014 and he stated that the kitchen is 100% completed. We have a base plate toe guard that is off the cabinet. The side panel to the refrigerator is bowed and while the installer was trying to fix it, he damaged our new tile floor and he left holes on the side of the panel were he tried to toe nail it to the floor. He also damaged our brand new tile floor. No one has tried to repair or replace or damaged tile.(We have photos that we sent to [redacted] and his response was are these old photos.)We have tried numerous times to voice mail and have no response to these calls. The kitchen faucet was installed incorrectly twice and still leaks. (I have video of the leaking faucet.) When asked to replace it, he said that if faucet was defected he would have to charge us $200 - $400 dollars to install. We feel that the installer incorrectly installed the faucet and broke a piece which we had to go replace. In summary there are additional items that needed to be corrected. We are very frustrated dealing with them to complete and repair the kitchen installation. Please Help!!!Desired Settlement: We would like our kitchen repaired / fixed to original specifications as agreed to on the contract.We would like the &300.00 check sent as agreed. We would also like our check sent for the balance of $250.00 for the faucet that we had to purchase. They incorrectly ordered a bathroom faucet and then sent us a damaged kitchen faucet which they installed.

Business

Response:

[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.

Consumer

Response:

Review:[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,

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: On 5/25/14 I sent an email to [redacted], Project Manager, regarding a problem with my trash drawer. Specifically, since the install the trash drawer never closed properly and now it randomly opens up without being pulled open. I requested repair service for the trash drawer since it was becoming a hazard for my family. Specifically, both myself and my 10 year old son have accidentally bumped into the drawer not realizing it re-opened after being closed. My son hurt himself. On 5/27 [redacted] responded to my email and stated that she would get back to me after discussing the matter with [redacted].On June 7, I sent a follow up email to [redacted] and [redacted] on the status of my request. In that email, I also stated that if I did not hear back from them asap I would have no recourse but to file a compliant with the Revdex.com. It is now June 27 (5 weeks after my initial email) and still no response. For the record, there were numerous problems with my kitchen install but in the end Express Kitchen came through and corrected the issues (after I lodged a number of compliants with [redacted]). Throughout my kitchen installation I was very transparent over my concerns related to the breaks in communication at the project management level as well as the product quality. I was assured by [redacted] that I would not have similar issues to those experienced by my neighbors (who also worked with Express Kitchens). She also committed to seeing that any quality/service issues would be corrected. My kitchen installation took place around July/August 2013. I am filing this complaint as I feel Express Kitchen has not lived up to their end of the deal which is to stand by their products (and fix any defects) and to ensure quality customer service. If anyone in my household gets seriously hurt because of the broken drawer I will pursue other cause of actions against Express Kitchen.Desired Settlement: I want my drawer installed properly to avoid any future accidents or problems!

Business

Response:

Express Kitchens Installer visited the customers house on June30th to resolve her concern with the roll out trash drawer, Our installer was able to make the necessary adjustments. The customer signed off & acknowledged that the trash can drawer had been fixed, See attached sheet.