Investors Group (Saskatchewan)

We have been in touch with the customer and have set up a resolution process? However, this has been a difficult process for both KBS and the customerChanges to original plans were made by the homeowner, access to the home has been challenging and we were faced with a substandard and faulty electrical panel.? This had to be changed out by the homeowner with outside contractors and months passed before it was resolved? These items have lead to delays, however we are and have been prepared to resolve the issues at hand? This Friday, December [redacted] , our service professionals will be back to resolve 95% of the items listed.? Outstanding items are warrantee parts to include the warped door that we were made aware of on December ***, the installation of the courtesy replacement light rail that we provided at no charge and the no charge overlay for over the frig.? All parts are on order and are expected next week? Feel free to contact me with any other questions ? [redacted] KBS / Kitchen & Bath Source [redacted] ? [redacted] ? [redacted] ? ***

Kitchen and Bath Source and the cabinet manufacturer [redacted] honored our contractual obligations above and beyond industry standards The finish on the cabinetry that arrived had variation and was not as displayed We had the entire kitchen and pantry area refinished, replaced numerous moldings and solved many issues that arose due to the jobsite conditions at no cost.The completed cabinetry with the new painted finish was absolutely beautiful and was above and beyond what was needed to make the project whole The terms of our agreement are clear -we reserve the right to repair or replace incorrect or damaged cabinetry We do not offer compensation as well Apparently, our terms were met and understood by the credit card company as noted since no reversal of funds were issued to the consumer Remodeling can be frustrating and we apologize for our vendors unfortunate mishap- however we stood behind our customer and delivered an outstanding product that the end user will enjoy for many years to come

Kitchen and Bath Source and the cabinet manufacturer [redacted] honored our contractual obligations above and beyond industry standards.? The finish on the cabinetry that arrived? had variation and was not as? displayed.? We had the entire kitchen and pantry area refinished, replaced numerous moldings and solved many issues that arose due to the jobsite conditions at no cost.The completed cabinetry with the new painted finish was absolutely beautiful and was above and beyond what was needed to make the project whole.? The terms of our agreement are clear -we reserve the right to repair or replace incorrect or damaged cabinetry.? We do not offer compensation as well.? Apparently, our terms were met and understood by the credit card company as noted since no reversal of funds were issued to the consumer.? Remodeling can be frustrating and we apologize for our vendors unfortunate mishap- however we stood behind our customer and delivered an outstanding product that the end user will enjoy for many years to come.? ? ? ? ? ? ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am glad that we were able to access the merchant's reply to the above captioned complaint. I am at a loss to explain why your email, correctly addressed, failed to reach meUnfortunately, Kitchen and Bath Source's response to my complaint does not begin to address the reality of what took place during a more than year-long journey to attempt to correct the damage that was created by their defective product and workmanship as follows: Kitchen cabinetry was ordered in a stained finish, entitled "***" based on a then current sample and a viewing of an actual cabinet door as provided by Kitchen and Bath Source, in 8/ Cabinetry was delivered later than promised in a most unattractive and poorly executed stained finish that in no way resembled the *** stained finish as originally ordered The finish provided was not a mere "variation" of the original sample selected. To confirm that, the *** representative ordered several new additional cabinet doors. These doors also arrived in the new "variation" and were totally unlike what was originally ordered. It appeared that the manufacturer had changed the stain finish coloration, and perhaps the wood species, for the cabinets and no notice of such change had ever been given to this consumer. Both KBS and *** were in agreement that what arrived was not consistent with the original order Since cabinet replacement was not an option, due to the cabinets late arrival, the manufacturer's apparent permanent change in finish, and the nonexistence of a similar finish in this product line, my client had little option but to agree to having the cabinets re-finished The independent contractor retained by KBS/*** to refinish the cabinets, which had been installed at KBS's insistence, promised a finish to match the original sample. I was informed that the cabinets would be thoroughly sanded and a new stain finish applied, a toxic process during which no one could occupy the premises 6. *** refused to authorize the refinishing of the glass door cabinet interiors and the interiors of all cabinet doors, leaving my client with a hideous two color combination. They also refused any pricing adjustment, despite the fact that the late delivery and the delays in initiating the refinishing process resulted in my client being unable to move into their new home and having to extend their short term lease at an additional cost of $10, 7. Once the refinishing was completed, it was clear that refinishing personnel had NOT RE-STAINED the cabinets as expected, but merely SUBSTITUTED A COAT OF PAINT that more closely matched the original sample. Painting cabinets is NOT the same as re-staining them. A painted finish was NOT what my client ordered and paid for, and differs in quality, durability and pricing. Once again, a request for a pricing adjustment was refused 8. Additional pantry cabinetry, ordered before the kitchen cabinetry had been received, also arrived in the new unacceptable finish and was refinished off site. These cabinet door interiors were also left in their original unattractive finish 9. Caesarstone countertops and backsplashes were also ordered from a KBS sub-contractor and paid forDespite the fact that the sub-contractor measured and templated the existing kitchen dimensions, after the installation of all appliances, part of the kitchen backsplash remains missing because KBS and/or their sub couldn't figure out how to properly fabricate the necessary pieceNo adjustment in price has ever been offered for this failure to provide what was contracted and paid for Numerous attempts to reach KBS to address the unsatisfactory and incomplete aspects of this job over an approximate month period, 12/**-6/16, were ignored. During that period I continued to dispute a portion of the credit card charge with the card company, providing, as requested, a 2nd opinion letter from a cabinet expert which confirmed the poor quality of the KBS installation and the refinishing of the cabinetry, and recommended removal and replacement Finally, during the summer of 2016, a project manager from KBS contacted me and arranged to have the cabinet door interiors refinished to match the exteriors, ordered the appropriate trim and other woods that were needed to correct the poor quality of the initial installationOnce again, months elapsed before these tasks were only partially completed. The missing backsplash is still missing as of 2/**. The interiors of the glass door kitchen cabinets were never refinished because the project manager, Stuart Grimes, resorted to threats and intimidation, which included holding the client's property hostage during 8- 9/16, in an attempt to coerce her to have these interiors refinished at KBS's sole convenience, and without any compensation for being forced to vacate their home during the toxic refinishing process In summary, Kitchen and Bath Source/*** NEITHER REPLACED NOR REPAIRED the defective and incorrect cabinetry with what was originally ordered. They MERELY SUBSTITUTED A DIFFERENT LOOKING FINISH OF INFERIOR QUALITY, DURABILITY AND APPEARANCE for the original order, failing to meet the terms of their agreement Kitchen and Bath Source's reference relating to the credit card company response is both immaterial and inaccurate. The credit card company refused to make an adjustment to charges due to the extended time period that elapsed from the date of the initial dispute until the current time, and in no way represented a determination as to the merits of the complaint. I suspect that KBS is quite familiar with the value of delay and procrastination as a valuable technique in avoiding credit card charge backs As previously indicated, items cited in #above STILL remain incomplete, and a price adjustment is indicated and warranted The "job site conditions" that KBS refers to in their reply to my complaint are due solely to the owner of KBS failing to accurately measure the existing spaces in the kitchen. Similar failures of the owner to measure accurately were discovered when the order of additional cabinetry was being contemplated. Another KBS representative was sent to confirm the dimensions provided by the owner and found them to be seriously in error. Needless to say, I was fortunate not to have proceeded with this additional order!!! In no way did KBS stand behind their customer or deliver an outstanding product. To the contrary, they delivered an incorrect and inferior product and attempted to delay, procrastinate and frustrate the customer at every turn, as evidenced by the time that has elapsed since this order was first placed in and still remains incompleteAccordingly, compensation for Kitchen and Bath Source's failure to provide what was contracted for is both appropriate and justified Please confirm the receipt of this email and feel free to contact me if you have any questions, or require additional information, in support of the above Thank you, *** ***
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Renee Berlin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am glad that we were able to access the merchant's reply to the above captioned complaint. I am at a loss to explain why your email, correctly addressed, failed to reach meUnfortunately, Kitchen and Bath Source's response to my complaint does not begin to address the reality of what took place during a more than year-long journey to attempt to correct the damage that was created by their defective product and workmanship as follows: Kitchen cabinetry was ordered in a stained finish, entitled "***" based on a then current sample and a viewing of an actual cabinet door as provided by Kitchen and Bath Source, in 8/Cabinetry was delivered later than promised in a most unattractive and poorly executed stained finish that in no way resembled the *** stained finish as originally orderedThe finish provided was not a mere "variation" of the original sample selected. To confirm that, the *** representative ordered several new additional cabinet doors. These doors also arrived in the new "variation" and were totally unlike what was originally ordered. It appeared that the manufacturer had changed the stain finish coloration, and perhaps the wood species, for the cabinets and no notice of such change had ever been given to this consumer. Both KBS and *** were in agreement that what arrived was not consistent with the original orderSince cabinet replacement was not an option, due to the cabinets late arrival, the manufacturer's apparent permanent change in finish, and the nonexistence of a similar finish in this product line, my client had little option but to agree to having the cabinets re-finishedThe independent contractor retained by KBS/*** to refinish the cabinets, which had been installed at KBS's insistence, promised a finish to match the original sample. I was informed that the cabinets would be thoroughly sanded and a new stain finish applied, a toxic process during which no one could occupy the premises6. *** refused to authorize the refinishing of the glass door cabinet interiors and the interiors of all cabinet doors, leaving my client with a hideous two color combination. They also refused any pricing adjustment, despite the fact that the late delivery and the delays in initiating the refinishing process resulted in my client being unable to move into their new home and having to extend their short term lease at an additional cost of $10,7. Once the refinishing was completed, it was clear that refinishing personnel had NOT RE-STAINED the cabinets as expected, but merely SUBSTITUTED A COAT OF PAINT that more closely matched the original sample. Painting cabinets is NOT the same as re-staining them. A painted finish was NOT what my client ordered and paid for, and differs in quality, durability and pricing. Once again, a request for a pricing adjustment was refused8. Additional pantry cabinetry, ordered before the kitchen cabinetry had been received, also arrived in the new unacceptable finish and was refinished off site. These cabinet door interiors were also left in their original unattractive finish9. Caesarstone countertops and backsplashes were also ordered from a KBS sub-contractor and paid forDespite the fact that the sub-contractor measured and templated the existing kitchen dimensions, after the installation of all appliances, part of the kitchen backsplash remains missing because KBS and/or their sub couldn't figure out how to properly fabricate the necessary pieceNo adjustment in price has ever been offered for this failure to provide what was contracted and paid forNumerous attempts to reach KBS to address the unsatisfactory and incomplete aspects of this job over an approximate month period, 12/**-6/16, were ignored. During that period I continued to dispute a portion of the credit card charge with the card company, providing, as requested, a 2nd opinion letter from a cabinet expert which confirmed the poor quality of the KBS installation and the refinishing of the cabinetry, and recommended removal and replacementFinally, during the summer of 2016, a project manager from KBS contacted me and arranged to have the cabinet door interiors refinished to match the exteriors, ordered the appropriate trim and other woods that were needed to correct the poor quality of the initial installationOnce again, months elapsed before these tasks were only partially completed. The missing backsplash is still missing as of 2/**. The interiors of the glass door kitchen cabinets were never refinished because the project manager, Stuart Grimes, resorted to threats and intimidation, which included holding the client's property hostage during 8- 9/16, in an attempt to coerce her to have these interiors refinished at KBS's sole convenience, and without any compensation for being forced to vacate their home during the toxic refinishing processIn summary, Kitchen and Bath Source/*** NEITHER REPLACED NOR REPAIRED the defective and incorrect cabinetry with what was originally ordered. They MERELY SUBSTITUTED A DIFFERENT LOOKING FINISH OF INFERIOR QUALITY, DURABILITY AND APPEARANCE for the original order, failing to meet the terms of their agreementKitchen and Bath Source's reference relating to the credit card company response is both immaterial and inaccurate. The credit card company refused to make an adjustment to charges due to the extended time period that elapsed from the date of the initial dispute until the current time, and in no way represented a determination as to the merits of the complaint. I suspect that KBS is quite familiar with the value of delay and procrastination as a valuable technique in avoiding credit card charge backs As previously indicated, items cited in #above STILL remain incomplete, and a price adjustment is indicated and warrantedThe "job site conditions" that KBS refers to in their reply to my complaint are due solely to the owner of KBS failing to accurately measure the existing spaces in the kitchen. Similar failures of the owner to measure accurately were discovered when the order of additional cabinetry was being contemplated. Another KBS representative was sent to confirm the dimensions provided by the owner and found them to be seriously in error. Needless to say, I was fortunate not to have proceeded with this additional order!!! In no way did KBS stand behind their customer or deliver an outstanding product. To the contrary, they delivered an incorrect and inferior product and attempted to delay, procrastinate and frustrate the customer at every turn, as evidenced by the time that has elapsed since this order was first placed in and still remains incompleteAccordingly, compensation for Kitchen and Bath Source's failure to provide what was contracted for is both appropriate and justifiedPlease confirm the receipt of this email and feel free to contact me if you have any questions, or require additional information, in support of the aboveThank you, *** ***
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***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Renee Berlin

We have been in touch with the customer and have set up a resolution process However, this has been a difficult process for both KBS and the customerChanges to original plans were made by the homeowner, access to the home has been challenging and we were faced with a substandard and faulty
electrical panel. This had to be changed out by the homeowner with outside contractors and months passed before it was resolved These items have lead to delays, however we are and have been prepared to resolve the issues at hand This Friday, December** , our service professionals will be back to resolve 95% of the items listed. Outstanding items are warrantee parts to include the warped door that we were made aware of on December ***, the installation of the courtesy replacement light rail that we provided at no charge and the no charge overlay for over the frig. All parts are on order and are expected next week Feel free to contact me with any other questions *** *** *** KBS / Kitchen & Bath Source *** ***
*** ***
***

Kitchen and Bath Source and the cabinet manufacturer *** honored our contractual obligations above and beyond industry standards.? The finish on the cabinetry that arrived? had variation and was not as? displayed.? We had the entire kitchen and pantry area refinished,
replaced numerous moldings and solved many issues that arose due to the jobsite conditions at no cost.The completed cabinetry with the new painted finish was absolutely beautiful and was above and beyond what was needed to make the project whole.? The terms of our agreement are clear -we reserve the right to repair or replace incorrect or damaged cabinetry.? We do not offer compensation as well.? Apparently, our terms were met and understood by the credit card company as noted since no reversal of funds were issued to the consumer.? Remodeling can be frustrating and we apologize for our vendors unfortunate mishap- however we stood behind our customer and delivered an outstanding product that the end user will enjoy for many years to come.? ? ? ? ? ? ? ?

Kitchen and Bath Source and the cabinet manufacturer [redacted] honored our contractual obligations above and beyond industry standards.  The finish on the cabinetry that arrived had variation and was not as displayed.  We had the entire kitchen and pantry area refinished,...

replaced numerous moldings and solved many issues that arose due to the jobsite conditions at no cost.The completed cabinetry with the new painted finish was absolutely beautiful and was above and beyond what was needed to make the project whole.  The terms of our agreement are clear -we reserve the right to repair or replace incorrect or damaged cabinetry.  We do not offer compensation as well.  Apparently, our terms were met and understood by the credit card company as noted since no reversal of funds were issued to the consumer.  Remodeling can be frustrating and we apologize for our vendors unfortunate mishap- however we stood behind our customer and delivered an outstanding product that the end user will enjoy for many years to come.

We have been in touch with the customer and have set up a resolution process.   However, this has been a difficult process for both KBS and the customer. Changes to original plans were made by the homeowner, access to the home has been challenging and we were faced with a substandard and faulty...

electrical panel.  This had to be changed out by the homeowner with outside contractors and months passed before it was resolved.   These items have lead to delays, however we are and have been prepared to resolve the issues at hand.   This Friday, December** , our service professionals will be back to resolve 95% of the items listed.  Outstanding items are warrantee parts to include the warped door that we were made aware of on December [redacted], the installation of the courtesy replacement light rail that we provided at no charge and the no charge overlay for over the frig.  All parts are on order and are expected next week.   Feel free to contact me with any other questions   [redacted] KBS / Kitchen & Bath Source [redacted]  [redacted]  
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