Kitchen & Bath Lab INC.

[redacted] communicated with Kitchen & Bath Lab that she noticed squeaking along with bubbling in her laminate flooring installed by us. We had gone out to her home to inspect the areas that she had concerns about and had determined that the “bubbling” on the floor is caused from her pet...

urinating on the laminate floor and the “sinking” is from the floor underneath being unlevel. When [redacted] signed a contract back in March of 2015 with us to do work in her home, we had let her know at that time that floor needs cement added to level out the floor before we could install the laminate. She recognized that was an issue but declined for us to do the work. She had stated that, that would add onto the price of the contract and that was costly for her at the time. Also, at that time we had let her know that the laminate that she had selected did not have moisture protection. That feature would be in a laminate choice that was a higher price. She opted for the cheaper laminate that was in her budget knowing her selection did not have protection from moisture. When [redacted] came into the store, we ordered the flooring materials and let her know once we were able to pick them up we would then call her to schedule a time and date for the repairs. We did another inspection to see if there were any changes from the previous inspection. At that time we presented her with a Liability Agreement on May 9th, 2016, which stated that we would do the inspections free of charge, but if the results were from water damage or unleveling of the flooring that we would have to charge her for labor and material for the repairs. [redacted] had declined and refused to sign the agreement. After multiple attempts to communicate with her that in order to move forward, we would need her to sign the agreement. The customer kept insisting we do the work but did not want to sign the agreement. We moved forward with the repairs, even though it was determined that it was the customer that was at fault with bubbling on the laminate from her pet’s urination and the sinking due to the floor underneath the laminate being unlevel. As a courtesy to her we waived the labor costs, and the cost for the flooring. She was only billed for the material used to level her flooring. The waiting period the customer had to wait for was for the material to get in and available for us to collect and to squeeze her in our schedule during our current installs/remodels. We did everything in our power to fix her issue as soon as possible. We gave her a call on August 1, 2016 and made all repairs the morning of August 3, 2016. At this time the repairs have been completed to customer’s satisfaction.

I am rejecting this response because: The comments made are completely false. In an effort to keep this short and simple I will provide a high level response. 1.) I never walked into the store with a budget in mind as I was looking to pay what was need as long as I had quality work done.2.) The flooring that we did finally pick was at the recommendation of the staff at Kitchen & Bath which I think they recommended because they had overstock and were trying to get rid of it and try to keep their costs to a minimum. 3.) Kitchen & Bath never shared with me that the floor would not handle moisture instead they stated that is was a durable floor.4.) Not once was anything ever mentioned about leveling the floor. In fact, [redacted] accepted the fact that his employee failed to tell him that the floor needed to have quick set applied as the floor was not level. I had mentioned this when I took out the carpet to prep for Kitchen & Bath to do the work. However, I was unable to be present the day of the install so I did not realize that they did not complete the job as they should of until the floor started sinking 4-5 months later. It was at the point that I started calling to get the floor repaired. It wasn't until I finally filed a complaint with Revdex.com that they finally called to try and schedule the repair. [redacted] stated that had his employee told him that quick level needed to be provided that they would have done it. 5.) [redacted] wanted to charge me for material to fix the sinking floor which is ridiculous as it was all included in the initial cost of doing the work. He agreed the day that the came to do the repairs on August 3rd that they dropped the ball in installing the floor properly and that [redacted] the employee who installed the floor failed to communicate this with him. It was poor facilitation all the way around in which [redacted] refuses to take accountability for in this complaint.6.) Although the sinking area of the floor was repaired. [redacted] failed to order the right trim for the floor and instead ran to home depot to buy trim that does not even match the color of the floor or the other trim that was installed in the house with the floors. Again, another example of this company providing poor service and product in an effort to go around having to pay for what they clearly should have provided in the first place. 7.) At this point I want to have the correct trim (rounded trim) which matches the floor installed as all of the trim that was initially installed should have never been put in due to it not sitting level with the floor and will break if stepped on. [redacted] knew this when installing it as did his employees' and it wasn't until I brought it up that he started back tracking and making excuses. I paid to have quality work done and I would like to see this company take accountability and install what should have been installed in the first place and what I paid for.8.) If the company can not commit to having this corrected I would like to be reimbursed for the trim so that I can have a contractor that will provide quality work come out to fix the floor trims. 9.) [redacted] did make one honest statement. That is that I would not sign and pay additional money to repair the sinking floor as it was something he and his employees' chose to overlook when doing the work and was part of the my agreement in me contracting the work out to them. The contract clearly states that material is included. I've never in all my years hard of company wanting to charge additional fees for their oversight and errors in completing a project. Especially when the complaint came during the warranty period.