Kitchen Distributors of North Hills

Review: My wife and I had a home improvement project done by Kitchen Distributors of North Hills involving our master bathroom, main bathroom, and powder room. Each was partially remodeled with brand new cabinets and countertops. Our total cost for these improvements was over $4,000.00, completed in June 2011. Our complaint involves the quartz countertop that Kitchen Distributors installed in our master bathroom as well as the poor service, lack of return phone calls (none were EVER returned by owners [redacted] and [redacted]!), and their unwillingness to correct this problem in an amicable way. The master bathroom was the only room that had a quartz countertop installed. We've had no problems with the other countertops nor the cabinets. The reason we chose quartz in our master bathroom was because we were told by [redacted] and [redacted] that it should last forever and it is resistant to marking. We were assured that this is the best we can do and the product is fully guaranteed. The first quartz countertop had a small hole in it. When I complained, [redacted] told me to drop some super glue into the hole. I insisted that one of his installers do it. His installer attempted to repair it by dropping super glue into the hole, then buffing it with a power tool. However, it was ruined because the power buffing removed the glossy sheen on the surface and it looked horrible. [redacted] replaced it because of his installer's error.Over time, we began to notice some marks in the countertop. When a very large one appeared that clearly detracts from its appearance, I spoke with [redacted] in September 2013. [redacted] told me that he never heard of this type of problem happening with quartz. He told me that he would look into the situation by reviewing our order and would let me know what he would do. He never called. In late October, my wife called and spoke with [redacted]. [redacted] said that she woud look into it and call us back. She never called.In December, we personally visited their retail store and spoke with [redacted]. He assured us that he never had this type of problem with quartz countertops. After we asked him to come to our house to look at it, he agreed to do so. Just before Christmas, he visited our home with some polish. He said that he never saw anything like this before and attempted to polish the quartz countertop, but the mark was not removed. [redacted] said that he will have the manufacturer's representative come to our house and take a look at it.We never heard anything from the rep nor [redacted]. In early February, I called [redacted] to tell him that the rep never contacted us. [redacted] told me that the rep said that there's nothing that the rep can do about it. I asked [redacted] if he will do something. [redacted] said there's nothing he can do either. [redacted] offered to give me the rep's telephone number, but I asked [redacted] if he would call the rep since [redacted] is the one that has a business relationship with him. [redacted] agreed that he would contact the rep. I asked [redacted] if he would be courteous enough to call me back after [redacted] talks with the rep. [redacted] said that he would call me back. We have not heard anything more from [redacted] nor anyone else.Desired Settlement: We would like the defective quartz countertop replaced.

Consumer

Response:

I have reviewed the response made by Denny of Kitchen Distributors of North Hills in reference to complaint ID [redacted]. It is acceptable provided that all parts and labor are included and the new top includes the matching backsplash (since a new color has to be chosen) plus complete installation with Kitchen Distributors' most experienced installers.

Sincerely,