Kitchen Design Center Inc.

I was over at *** *** house this morning and buffed out the floor.He said he would be contacting the Revdex.com the recend the complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was shocked when I found out that the electrical switches/outlets had to be moved and I was even more shocked when the wall had to be replaced.  We had a signed agreement that everything I ordered would be installed for the price listed.  At that time, if a mirror had to be moved,it should've been noted and included in the original contract.  You took measurements, so your company should've known the extent of the work that was needed.  If the electrical had to be moved, it should've been included in the original, because the outlets were there in plain sight. If the dry wall had to be replaced, as a result of the electrical being moved, it should've been included. Had those costs been identified I may have opted to go with the standard height cabinets to avoid the additional charges.  Why provide an estimate and a contract if you don't honor it?  I could see having to pay additional "change" costs for things that arose due to hidden reasons, like finding mold behind the cabinets, etc., but nothing was hidden.  I assumed that would be my final price, because you measured and gave me an estimate and a contract with those costs. Reputable businesses do not give low ball estimates and then add costs that should've been identified originally.  I was given the names of your electrician and dry wall person, and was told by [redacted] to pay them directly, which I did. 
Regards,
[redacted]

To Whom it May Concern: I would like to respond to the complaint assigned ID [redacted] The client originally came into our showroom in July of 2014 to have us complete an estimate on remodeling her bathrooms.  After multiple changes to both the materials and labor charges over the past two...

years, she came in to sign a contract with us on 7/28/16. She made changes to both the labor and materials again and had signed a new contract on 8/30/16 (attached). Our labor agreement (itemized on a spreadsheet-one for the hall bath and one for the master bath) included removing existing vanity tops, vanity cabinets, disconnect plumbing, install the new vanity cabinets, granite countertops, plumbing hook ups, wall cabinets, and light fixture. There was no agreement to complete electrical or drywall work in her contract. She also acknowledged/signed off that the materials for her project were special order and no refunds or credits would be issued.     When the installation crew was at her home to install the vanity cabinetry and countertops, we were informed that the granite backsplashes would interfere with the electrical outlets and mirrors that were in place. She approved the mirror removal and replacement in an email (attached below).  She was also notified and given the option to either eliminate the splashes, have them cut down, or have the electrical moved.  She indicated she wanted to have the electrical moved up to allow for the splashes to be installed.  We provided her with our electrician’s contact information to work with directly to take advantage of our contractor pricing.  She was also notified that moving the electrical would require drywall patches and that we would pass along our drywall company’s contact information to work with directly as well.  She agreed (email attached below ) to both.  At no time did she ever express that she would not be accepting responsibility for this additional work.  She, in fact, paid both of these subcontractors in full.  We have been working with both of these companies for years without incident; they both returned to complete the work to her satisfaction after each request. Some unrealistic expectations of perfection demanded that our drywall company replace the entire wall  to correct a 1/16” variation in order to appease this client. This was all completed with professionalism, no extra payment, and on her terms.  We returned several times to work on the faucet (which she had purchased/provided) that had a defective aerator at no extra charge. We also provided her with the credit for the roll out tray she requested. Since before the holidays, we had offered to return to caulk the splashes and deliver the additional molding piece any evening or Saturday that would be convenient for her. Her response was that President’s Day would be her next available day to meet. We accommodated her request, the work was completed however, she never mentioned anything other than the roll out credit at this time (which was approved) and short paid on the invoice $952.87. Please let us know if you have any questions or need additional information. Regards, [redacted]   From: [redacted] Sent: Tuesday, October 4, 2016 7:53:32 PM To: [redacted] Subject: Re: mirror remove and replace and side splash will interfere with electrical   [redacted] It's looking very nice.  The electrical move is fine.   It has to be moved about a half inch up.  Will they replace the switch also? If so, I'd like to have white.  Wasn't the mirror move already included?  If not, that's fine, but I thought that was included in the original quote.  Also, I thought I ordered 1-hole granite tops.  They installed the plate under the faucet so I'm not sure if I received the 1 hole counter top? Could you please ask them to remove the plate and just install the faucet flush with the granite?  Also, one of the doors on the cabinet above the toiled has a black knot with a hole in it. Would Merillatt be able to send another door, or possibly 2 doors that would match each other in case the dye lot is different?   Thanks so much! [redacted] ________________________________________ From: [redacted] Sent: Tuesday, October 4, 2016 12:13:00 PM To: 'M V[redacted] Subject: mirror remove and replace and side splash will interfere with electrical   Hi [redacted] Dale has indicated the side splash for your master bath vanity cannot be installed without moving the electrical outlets. They could relocate (move up) the boxes if you want for $88.14 each. They also said that the mirror needed to be removed and reinstalled in order to remove the existing countertop and cabinet.  The charge for this is $56.00. Please let me know if you have any questions or need additional information. Thank you, [redacted] Kitchen Design Center, Inc. [redacted]     From: [redacted] Sent: Saturday, October 8, 2016 1:14 PM To: 'Dale [redacted] Subject: [redacted]       From: [redacted]  Sent: Thursday, October 6, 2016 5:45 PM To: [redacted] Subject: Re: revised contract   Hi [redacted] Please see my comments below...   Sent from my iPad   On Oct 6, 2016, at 10:43 AM, [redacted] Hi [redacted] Please see below for the answers to your questions….   From: M V[redacted] Sent: Wednesday, October 5, 2016 4:35 PM To: [redacted] Subject: Fwd: revised contract   Hi [redacted]  I came into your store a few months back and I picked out a simple chrome knob.  I thought you wrote the number down.  I wasn't sure about the process, so I inquired about it on August 13, see below.  You didn't respond, so I then called and you said it's something they do while on the job.  It's really hard to open the drawers.  Are they always so resistant to being opened? Is there anything that can be done to loosen them up a bit?  I am sorry but I have no email communication, contracted hardware items, or notes regarding a hardware selection. Yes, they install the hardware at the time of cabinet install. I have attached a photo of two options for our chrome knobs.  Is one of these what you had chosen?  They are $4.00 each plus $10.00 freight. Please let me know if you approve and I will order them. Once you have hardware installed to pull them open they should open easier.  Thanks, [redacted], I will pick up knobs this weekend.  Do you know why these merillatt cabinets have drawers that are so hard to roll out? I'm thinking there may be something wrong with them, or they need adjusting.    What do I need to do now to order the knobs and have them installed?  See above.   I just saw the hall bath, and the wall cabinet also has a black knot with a hole.  Both wall cabinets in the master and hall bath have the hole in the right door.  If you could reorder 2 right doors, I'd appreciate it. Please send me a picture of the two doors with the flaws so that I can submit to Merillat for approval.  Regarding your question about the wall cabinets, the 27” wide cabinets are only available with BUTT doors; you have the option with the 36” wide cabinet to have them standard with the center stile or BUTT (upgrade) but this was not discussed and the wall cabinets as ordered are shown in both approved perspectives. See attached photos of doors.   I thought I ordered the butt doors. The contract has the same terminology so I assumed that's what I was agreeing to.  Would I be able to exchange it for what I thought I agreed to as listed on the contract?   Thanks for taking the faucet plate off.  The faucet in the master bath is a little better, but still doesn't flow like it should and like the hall bath faucet.  They are both the same model.  Could you please ask them to look into it again?  I will discuss with Dale and Mark and let you know.  Thanks, perhaps they can look at the master bath faucet again. The hall bath faucet is working fine.   Do you know when the installers are coming back? The switches in the master bath are uneven. One is about 3/8" above the side splash and the other sits right on the side splash. Could the lower one be raised to match the higher one?  Our electrician, Ted with [redacted], will be contacting you directly to address the electrical work however, he does not do drywall work. He thought he might be able to make it out tomorrow morning.  If you want to change the color to white, you may want to mention that when he calls and you can pay him directly for the labor. He said he can also move the outlet in the master bath. Thanks, so much... I talked to Ted today, he will be coming out tomorrow.   Also, I had ordered 2 pull trays for the master bath, and only the lower one was installed.  Not sure if there's enough room.  If there isn't enough room, can I be refunded for the tray and associated  labor?  It sounded like it was doable and that's why I ordered 2 trays for the master bath.   I can write a credit for the installation of the roll out tray but as discussed, the cabinetry items are special order and not returnable/refundable. The bathroom was inspected/measured by Scott, and if a second rollout wasn't going to work, I wish he would've told me and I wouldn't have ordered 2 roll outs.  I trusted your judgement on this...because I had no idea. They moved the pipes, and I assumed it would be ok.  I would really appreciate a refund if that roll out tray, because I wouldn't have ordered it if I had been advised not to.     I understand they ran out of the shoe molding, so I'm just wondering if they Will be able to finish all of this within the next few days? I do have a stick of shoe molding here in the same finish. They can notch out the scribe so that the shoe molding will be flush. I will let you know once I have a conversation with them regarding scheduling their return.   Thank you.   Do they do any repair work on the dry wall that shows where the old cabinets, vanities were?  No, drywall repair was not part of our contract. I can schedule our drywall guy to estimate on the repair if you need someone to take care of this aspect. I just assumed that it would be a complete job, that the only thing left would be to paint.  Yes, if you'd like to ask someone to come out for an estimate, that would be great. Thank you       Thanks so much. [redacted]   Sent from my iPad   Begin forwarded message: From: M V[redacted] Date: August 13, 2016 at 3:17:29 PM EDT To: [redacted] Subject: Re: revised contract Hi [redacted], Yes, I have reviewed the information.  I am wondering if the knobs are done after the fact, or should they be ordered and installed up-front? Also, the master bath is very narrow, and I just noticed that same vanity is available in a shorter 18" depth, and the granite counter top is also available in 19 1/4.  Would we be able to switch to that?  Also, could you please check to see if we can have just 1 hole in both granite countertops?  The website lists a single hole as a Standard Option, and it doesn't appear that it costs any more for that option.  Please see link ... [redacted] Thanks so much.  Please let me know.   [redacted] ________________________________ From: [redacted] Sent: Friday, August 12, 2016 10:23:26 AM To: 'M V[redacted] Subject: revised contract   Hi [redacted] Have you had a chance to review the revised contract and labor sheets? Thanks, [redacted] <chrome knobs.JPG>     -----Original Message----- From: [redacted] St[redacted] Sent: Saturday, October 8, 2016 1:14 PM To: 'Dale D[redacted] Subject: V[redacted]       -----Original Message----- From: M V[redacted] Sent: Friday, October 7, 2016 6:02 PM To: [redacted] Subject: Re: Doors with knots   [redacted], Please order the replacement doors. I can drop off a check for $2,000.  I called Fred for a drywall estimate. He will be out tomorrow.  I will also pick up some knobs for the cabinets. Could you please ask Dale and Mark to check the water pressure and flow in the master bath faucet, again.    Can the drawers be adjusted to not stick so much when they are pulled out?  Should I contact merillatt to request this or can you please ask them?   Thanks, [redacted]   Sent from my iPad   > On Oct 7, 2016, at 2:00 PM, [redacted] > > [redacted] > Unfortunately we cannot make any exchanges or returns (see contract). > The cabinet list, drawing, and nomenclature are all indicating a standard 36" > wide X 42" high X 9" deep cabinet with finished plywood ends. > I can order a new cabinet with BUTT doors for you at $394.29 or submit > an order along with pictures for Merillat's approval for replacement > doors for the two wall cabinets.  Please let me know what you decide. > You can contact our drywall repair guy, Fred with [redacted] Drywall, at > [redacted] to have him estimate on the drywall work that needs to be > completed. > We need to collect the $2,000.00 job start payment prior to Dale and > Mark's return on Monday afternoon; you can either stop in to make the > payment or phone in your credit card information. The remaining > balance will be due at completion. > Please let me know if you have any questions or need additional information. > Thank you, > [redacted] > > > -----Original Message----- > From: M V[redacted] > Sent: Thursday, October 6, 2016 5:49 PM > To: [redacted] > Subject: Doors with knots > > [redacted], > Here are the photos.  Id like to exchange the hall bath wall cabinet > for butt doors, which is what I thought I ordered in the contract. > > Thanks again. > >    From: [redacted] St[redacted] Sent: Tuesday, February 21, 2017 4:57 PM To: '[redacted] Subject: vana   This message originally read on 2/21/2017 [redacted] Kitchen Design Center Inc.  [redacted]
*   Dear [redacted]   This message is in regard to a complaint submitted to the Revdex.com about your business on 2/20/2017 by [redacted] .  This complaint was assigned ID [redacted]   As a valued Revdex.com Accredited Business, you are aware the mission of your Revdex.com is to seek the highest ethical standards for trust in the marketplace.  One of the many reasons the public values a Revdex.com Accredited Business is the anticipation of a prompt and thoughtful response to customer complaints.   Please review the complaint and respond to our office within seven (7) days.    If you received this complaint via email simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. If you received this letter in the mail, your response may be provided either by email , regular mail or by fax. When responding, we also ask that you take some time and think about the possible solution to this problem. If you have an offer, please include it with your response.   Please understand that your customer’s complaint and your response may be publicly posted on the Revdex.com Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. Revdex.com may edit the complaint or your response to protect privacy rights and to remove inappropriate language.   We appreciate your cooperation, and, as always your support of the mission and the principles of your Revdex.com and its goal to start with trust in the marketplace.   Regards,   [redacted]   Dispute Resolution Team Leader   [redacted]    CUSTOMER EXPERIENCE INFORMATION Customer Information: [redacted] **  [redacted]
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* The details of this matter are as follows: Complaint Involves: Billing or Collection Issues   Customer’s Statement of the Problem: I signed a contract with Kitchen Design Center (KDC) for new vanity cabinets, sink and counter tops in the bathroom. The owner, [redacted] came out to measure and I received a written estimate which I signed. When they started installing the countertop, they discovered that the electrical outlets and switches had to be moved up because the cabinet was taller than my old cabinets. They contacted their electrician and advised me to contact him to find out when he could do the work. They told me to pay him directly, which I did. When he moved the electrical, it left holes in the wall, so I contacted KDC and they contacted their drywall person and told me to call him To see when he was available. They also told me to pay him directly. In addition a mirror had to be moved because the cabinet they installed was taller than the original. And I ordered a pull out tray for the cabinet, but they didn't install it because they said it wouldn't fit. I told them I wouldn't pay for it then, and was told it was a special order so I had to pay for it. The cost of all of these issues, including the mirror move, electrical move and drywall repair should've been included in the contract I signed because the owner measured everything when he provided the estimate. Had I been told that all these issues would arise, and higher costs would be incurred, I may have decided to go with lower cabinets to avoid the additional cost and stress related to the movement and repair of the mirror, electric and drywall. The job was supposed to be completed in Mid-October in 2 days. Instead, it was just completed today. I had to take days off of work to attend to the electrician who had to come out 3 times to get the electric move right, and the dry wall guy who had to come out 8 times. I deducted the charges I paid for the mirror move, and pull out cabinet, and the charges I paid to the electrician, and the dry wall guy, When they received my payment, with explanation, the owner sent me an email and told me if he didn't receive payment by the end of the week he would turn me over to collections and put a lien on my house. I sent them the following email... Dear Mr. H[redacted], I revised the attached bill, based on the original, signed contract, also attached. None of the "changes" should have been unanticipated. You measured both bathrooms and provided an estimate for both based on your measurements. The mirror was in the same location as it was when you did your measurements. The electrical switches and outlets also were in the same location. The drywall was in the same location. The additional pull out tray kit was not installed. If it wasn't going to fit properly, based on your measurements, I should have been told and I would not have ordered it. Those "changes" should have been included in the estimate as they should have been identified during the physical estimate you provided. Had they been included, I may have decided to go with lower cabinets, and only 1 pull out tray to avoid the additional charges. I have a signed contract that I am honoring. As a result, I have removed the cost of moving the mirrors, the cost of the pull out tray, the cost of the electrical work (receipts attached), and the cost of the dry wall work (receipts attached.) Sincerely, [redacted] Complaint Background: Product/Service: Bath remodel Purchase Date: 8/27/2015 Problem Occurred: 10/11/2016 Model:  Account Number:  Order Number:    Name of Salesperson: Scott H[redacted] Purchase Price: $0.00 Disputed Amount: $0.00   Desired Settlement: I would like KDC to Accept the payment I gave them as final payment. And in the future, provide accurate measurements and costs in contracts for their customers.   [redacted]