Kitchen & Bath Galleries

Home modifications contracted for were not delivered as requested. Changes delivered were neither discussed nor approved by the customer.Problem Date: 1/3/2014Purchase Date: 9/10/2013Model Numbers: N/AContract Number: XXXXXSales Rep: [redacted] and [redacted]Payment Amount: [redacted]Payment Method: Personal Check (cash)1) Kitchen backsplash not installed2) Oven requested was gas, electric installed, unable to use for 8 weeks as installed oven does not work properly.3) Grab bar in shower not ordered nor installed4) Hamper cabinet not yet installed nor scheduled5) Kitchen granite does not match in design at seams; 2 seams versus 1 seam approved; 12-inch overhang versus 10-inch overhang; master bath granite does not end at edge of cabinet but at wall beyond end of cabinet as requested; granite edging not polished as shown6) additional items on new cabinets not ordered nor installed since September 20137) glass inserts in cabinets not installed since September 20138) new hood over gas stovetop dented and not replaced9) shower tile not delivered and installed as shown and signed forDesired Settlement1) replacement or take out/refund of granite counter in kitchen2) replacement or take out/refund of shower floor for larger tiles3) replacement or take out/refund of wall-mount oven4) cabinet deficiencies corrected/installed, to include hamper5) backsplash installed6) master backsplash and glass inserts installed in kitchen7) grab bar installed in master shower8) hood over gas stovetop replaced with new stack without dentBusiness Response Home modifications as per contract XXXXX were performed in accordance with the contract.1. Kitchen backsplash was a custom lighted mirror and glass backsplash that had to be ordered and templated with a couple of weeks lead time. The client was told this. The original install of the backsplash was delayed due to inclement weather. Then, the install was delayed by the client because she was out of town. Kitchen backsplash is scheduled to be installed 2/26/14 and client was aware of this prior to posting complaint.2. Oven - First, client said she was shown a gas wall oven on display in our showroom. She was not. We have never displayed a gas wall oven in our showroom in the entire history of the company. Mr. [redacted] clearly showed client an electric wall oven with convection. After receiving the appliance quote, the client agreed to it via email. The client thinks the fan motor is louder than it should be; however, until a service technician looks at it, confirmation of whether or not it is working properly cannot be determined. If it is determined that it is not working properly, then the motor will certainly be repaired or replaced under warranty. There is no reason the oven could not have been used for 8 weeks.3. Grab bar - The grab bar was not included or signed off in the original contract. When the designer noted this to the client and sent an additional work authorization for the grab bar to be added and requested payment as is normal procedure, the client refused to sign the AWA and pay for the grab bar to be added so it was not ordered.4. The hamper cabinet was installed; however, a replacement door for the cabinet had to be ordered and is scheduled to be installed on 2/26/14. It would have been installed a week earlier but the client stated she was going out of town and cancelled the installation.5. The kitchen granite was installed exactly as the client approved. The client went to the granite fabricator and approved the seam placement. The overhang was also approved by the client at template. With regard to the master bath granite - after the granite was installed, the contractor specifically discussed with the client that if they were not happy with the granite extending beyond the cabinet, he would have the fabricator take it out and cut it down; however, the client said no, she actually liked it better because it would give them more counter space and they could put towels underneath the extension. 6. Additional items - panel doors, light rail and cabinet shoe molding installation all hinged on other items being installed first. It is to be completed 2/26/14 but again, would have been installed earlier had the client not been out of town.7. Glass inserts - It was explained to the client that the glass inserts would be installed when the glass backsplash was being installed as is customary. Client delayed process due to being out of town.8. Hood - The hood could have been dented by any one at any time. We are looking into this; however, the dent was not initially reported.9. Shower tile - The designer showed the client a picture of a tile board at the time of the contract signing and noted that the direction of the installation of the tile would be decided onsite. The client has requested large tile to replace the smaller tile installed on the shower floor. Large tile cannot be installed on a shower floor because it inhibits the slope of the floor needed for proper drainage in a shower. The designer chose and had installed the proper size for a shower floor as is standard industry practice. Response to customer's desired resolution:1. Granite installed was in accordance with the client's request, her contract and within normal industry procedures. There is no need to replace.2. Tile installed was in accordance with the client's contract and within normal industry procedures. In fact, the smaller tile is necessary due to slope in a shower floor to promote proper drainage. There is no need to replace.3. A technician has been scheduled by the manufacturer to check the oven for any malfunction. Any malfunction of the fan motor will be repaired or replaced under warranty.4. Cabinet installation has already been scheduled for 2/26/14. Client was aware of this prior to posting this complaint.5. Backsplash is scheduled to be installed 2/26/14 and again, client was aware of this.6. Backsplash and glass inserts to be installed 2/26/14 and again, client was aware of this.7. Grab bar can certainly be ordered and installed if client will sign off on the additional work authorization and pay for the grab bar as is standard for any additional work authorizations. Grab bar was not included in original contract.8. Hood replacement. We are looking into the dent in the hood; however, this was not initially reported and the dent could have occurred at any time and by any one - not necessarily prior to installation.Final Consumer Response 1) Kitchen backsplash not installed - this has been completed as of 2/26. 2 sides will need additional sealant. Project Manager will be made aware. No further issues at this time.2) Oven requested was gas, electric installed, unable to use for 8 weeks as installed oven does not work properly. Technician looked at on 2/26 and is diagnosed as defective and we remain uncomfortable with using as new parts involve replacing the cooling system. New parts are being ordered to be delivered at a future date. If still not working properly, will request a replacement from K&B who we are contracted with.3) Grab bar in shower not ordered nor installed. This was requested to the designer numerous times since 1/3/2014 and finally sent for approval at a price of $115 and not [redacted] compliant (industry standard for handicapped customers). Spoke with Project Manager and it was recommended to purchase myself. Project Manager to schedule install. No further issues at this time.4) Hamper cabinet not yet installed nor scheduled. Installer was on-site 2/26 to finish up trim. Parts needed for hamper were yet to be ordered or received so unable to install. Still an issue as we have yet to see this in working order.5) Kitchen granite does not match in design at seams; 2 seams versus 1 seam approved; 12-inch overhang installed versus 10-inch overhang requested; master bath granite does not end at edge of cabinet but at wall beyond end of cabinet as requested; granite edging not polished as shown. Contrary to what designer and owner have responded to, what we approved and what was installed are very different. We were receptive to accepting other error in master bath, but as the response has been rigid in not correcting the kitchen, it has become increasingly difficult to accept all errors made by the designer in making decisions on our behalf without our approval. We stand firm on our disapproval of the kitchen granite and require replacement based on our specifications, or a complete refund so that we may engage another vendor. What we have is not acceptable and definitely not what we requested or paid for. We have enlisted opinions from other granite vendors and they agree that the installation in the kitchen is not professional and meeting industry standards as it's clear they trimmed one of the large pieces on the wrong side to no longer match the design, and that all vendors get approval of the template in the home, per industry standards, and not at the vendor site. Our template wasn't even attached to the granite slab, but verbally explained by a secretary not in our home but at the granite vendor's site, and she was accepting and noting all our requirements (i.e., matching design, clean seam (1 not 2), and 10-inch overhang. The revised diagram approved at the time the template was discussed was not available at the time of install. Vendor could not explain where it was. Vendor has already estimated the cost to replace. Vendor also indicated they would correct the white grout used on the black granite edges and would attempt to correct all unpolished surfaces in the 3 bathrooms. No response to date.6) Additional items on new cabinets not ordered nor installed since September 2013. Additional items still to be ordered and installed. Installer did not have as of 2/26/2014.7) glass inserts in cabinets not installed since September 2013. This has been completed on 2/26 as follows: glass inserts put into cabinet doors but doors not re-installed. No further issue at this time.8) new hood over gas stovetop dented and not replaced. Project Manager was made aware at time of installation and has put on his punch list. Blue tape is still on vent. Now that the backsplash has been installed, this may be an even bigger issue as I am not sure that the vent stack can be removed.9) shower tile not delivered and installed as shown and signed for. I have the photo that we approved and signed that does not show any small tiles. Shower technician looked at shower on 2/26 and indicated that the tiles need to be replaced as the slant near the shower door is in the wrong place causing leakage onto the bathroom floor and into the closet. Also, the tiles installed in the middle of the shower floor are not installed correctly causing a large puddle of water to remain as it will not drain. Project Manager was shown this on 2/26. We request replacement of the shower floor, and prior approval of the tiles that will be used. We have enlisted additional opinions from other tile vendors and they have indicated that larger tiles can be used with ample drainage.Desired Resolution:1) replacement or take out/refund of granite counter in kitchen - and correction to the white grout used and improper polishing of edges in 3 bathrooms.2) replacement of shower floor for larger tiles and to correct drainage issues and leakage into closet3) correction or replacement of wall-mount oven 4) cabinet deficiencies corrected/installed, to include hamper5) grab bar installed in master shower6) hood stack over gas stovetop replaced with new stack without dent. may be difficult now that backsplash has been installed. further review by contractor requested.Final Business Response Response to consumer rebuttal:1. No further issues indicated.2. Technician installed two new fan motors on 3/7/14 and oven is working according to specification. 3. The additional work authorization [redacted] for the grab bar was sent to the consumer on 12/6/13 for sign off and payment prior to ordering. Consumer did not sign off so grab bar was not ordered. All [redacted] Bars are [redacted] compliant as stated on [redacted] website so [redacted] compliance was not an issue.4. The hamper cabinet has been installed and operational since January 2014. However, the hardware to attach the door to the hamper was correctly ordered but requires extension brackets. The designer was informed by installer of the need for the extension brackets on 2/26/14 and these have been ordered.5. First, the designer did not make any such approvals on the granite on the consumer's behalf. The consumer selected 3 smaller slabs at a stone supplier on 10/9/13. These were the same 3 slabs that the consumer viewed at the fabricator's on 12/19/13 when they went to approve the template placement and seam locations. The consumer repeatedly told the fabricator that those 3 slabs were to be used even after the fabricator made several attempts to explain why those 3 slabs would not work and tried to offer alternate solutions. The fabricator indicated that the size and directional movement of the slabs would not make them a good selection. In fact, after receiving an email from the fabricator stating that the 3 slabs would not work is why the designer strongly suggested that the consumer go to the fabricator, look and approve. As the granite fabricator has stated to us, the consumer was shown the templates taped on the slab at the fabricator's. In fact in one of the consumer's emails, the consumer actually states in the email that they "approved the template". The fabricator emailed the consumer minutes after the consumer left their showroom stating that "the seams were approved by them" and the consumer did not reply stating that "seams" was false. The overhang (12 inch vs. 10 inch) was changed in order to accommodate the needed seam placement. The fabricator said that they provided every piece of information possibly needed to avoid any of these granite issues. The consumer was copied on the email that they sent after the consumer went to the fabricator and approved both seams. Multiple people from the fabricator's worked with these consumers so it is not just one person vs. the consumer but multiple people who recall what transpired. 6. With regard to additional items on the cabinets not being ordered, they were ordered and one came in damaged so this has already been reordered. When this panel comes in and is installed, then the remaining shoe molding will be installed.7. No issue at this time.8. No further information on hood.9. Again, we have an issue with the removal of the smaller tile on the shower floor for replacement with larger tile. The designer chose and had installed the proper size tile for a shower floor that would insure the proper drainage. We disagree with the consumer's request because it is not according to industry standard. The designer has requested from the consumer multiple times what change would make them happy in lieu of the larger tiles since they are not possible or recommended. The consumer has yet to reply.