Initial Business Response /* (1000, 10, 2015/11/16) */
Kitchen Experts of California, Inchas been in contact with this customer to let her know that we have located the correct part to repair this damper issue, ordered it and as soon as we know the ETA for it to come in, we will schedule
with Ms*** immediately to make sure that we correct this issue in a much more expeditious manner than what has been happening so far
We do apologize for the delay in taking care of this problemWe never want to do business this way, but we have had a reorganization in staff and have made the necessary changes to be sure that this does not happen again
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they have called me to let me know part ordered and will schedule an appointment once it come in, I heard same story from two other people since May with no resolutionUntil I get an appointment to get fixed and it is properly installed, I will not believe their word
Initial Business Response /* (1000, 11, 2014/08/08) */
Received buisness response via email on 8/8/14:
After reviewing this file completely, it looks like the original contract and installation was done in 2008, at a time that our company had different owners and a different business
licenseIn 2011, Kitchen Experts fully replaced the doors and drawer frontsMs*** states that her stain and varnish wears off in one yearThe exact same cabinets have been installed at multiple other jobs and we have not ever had a problem like what is occurring at Ms***'s home
Currently, Ms*** is requesting that her doors and drawer fronts and the cabinets themselves be replacedWe have tried to come up with a solution to the best of our abilityWe have taken a long time and passed her around to several different staff because of restructuring on our part and Ms*** has been very patient with us in this process, with understandable frustrationWe did have ***, our cabinet specialist, come out and take a look at the entire kitchen and discuss with Ms*** the options for her kitchenShe said at this time that she would like the doors, drawer fronts and cabinets themselves replaced*** explained that we can try to match the doors and drawer fronts the best we can but that we will not be able to do anything about the cabinet boxes themselves*** also explained that he can take a cabinet door and work with it to try and find a finish that will last longerMs*** agreed and was told that this would take some timeJust as an explanation on the process, to refinish these doors is a several step process which requires layers of finish and drying time in betweenOne door can take several days to finishWe are trying our best to accommodate this problem but at this point, we are not totally sure exactly what we can do and exactly what we are obligated to do
We have a door here in the office that has been refinished to the closest match we could find, but have not returned it to Ms*** for approval without an agreement on what can be done at this point to move forwardOur last conversation with her involved Ms*** telling us that she would be going to the Revdex.com because we are not doing what she wants in a timely enough mannerCommunication has broken down and we would also like the assistance of the Revdex.com to make sure that this matter is handled correctly
Thanks
Initial Consumer Rebuttal /* (3000, 13, 2014/08/14) */
Thank you for your helpHere is my response to Kitchen Experts of California's response regarding my original complaintI was not able to post my response in it's entirety on the Revdex.com pageI do not accept the response by Kitchen Experts of California, because their response was a non-responseThey didn't say that they would do anything!
(Kitchen Experts) After reviewing this file completely, it looks like the original contract and installation was done in 2008, at a time that our company had different owners and a different business licenseIn 2011, Kitchen Experts fully replaced the doors and drawer fronts(Ms***'s Response) CorrectIn *** came to my houseHe represented himself as the owner of Kitchen Experts of CaliforniaHe still isIn 2008, 2011, and I worked with ***, ***, ***, ***, *** and ***I still am trying to work with these six individuals to get the warranty work done(Note, it is the cabinets that are subject to the warranty.)
(Kitchen Experts) Ms*** states that her stain and varnish wears off in one yearThe exact same cabinets have been installed at multiple other jobs and we have not ever had a problem like what is occurring at Ms***'s home(Ms***'s Response) Yes, the stain and varnish has worn off in one yearAgainThis has been verified during all four of the inspections by Kitchen Experts of CaliforniaNo abuse or water damage has been notedEverI don't know why the stain and varnish is wearing offI don't do anything unusual in my kitchen, but I do use itThe damage has been documented and verifiedI have multiple emails telling me the work is going to be done (see original complaint for dates and precise wording), but nothing has been doneI have several emails from Kitchen Experts of California asking me to take down negative YELP reviews, and after that was done, the work would be startedI took down the negative YELP review and this note is from ***, dated January 10, 2014: Yes I have talked to *** and ***, Unfortunately my hands are tied until the post on yelp and facebook are removed, I do not have the ok to move forward with your repair until that is taken downOnce that is done I will have the ok to order your doors and drawer fronts no problemI am sorry for the delay and inconvenience this is causing youIf you have any questions or concerns please feel free to call or email anytime ThanksI took down YELP reviewsI notified Kitchen Experts of CaliforniaNo work was startedEmails were not answered
(Kitchen Experts) Currently, Ms*** is requesting that her doors and drawer fronts and the cabinets themselves be replaced(Ms***'s Response) CorrectAnd that the chipped off/worn off varnish where the cabinet door handles were incorrectly installed-not counter suKitchen Experts be repaired; and where the varnish is wearing off on the outside of the cabinets be e-stained and/or re-varnished; and where the varnish is wearing off on the shelves and inside of the cabinets be re-stained and/or re-varnishedKitchen Experts has in their possession multiple pictures of this issue, some taken by their staff and some taken by meMy warranty request has not changed since Kitchen Experts of California was first notified of this issue in months ago
(Kitchen Experts) We have tried to come up with a solution to the best of our ability(Ms***'s Response) I disagreeKitchen Experts could have done better, should have done betterEighteen months is a ridiculous amount of time to have to wait for this work to be doneHaving to contact Revdex.com to get this work done is an extreme measure by any consumerI have never done it beforeKitchen Experts should be embarrassed by their stalling, broken promises and non-performanceRe-staining and re-varnishing cabinets is a straightforward job--not at all an usual, difficult, or complicated job for any kitchen expert company
(Kitchen Experts) We have taken a long time and passed her around to several different staff because of restructuring on our part and Ms*** has been very patient with us in this process, with understandable frustration(Ms***'s Response) Agreed...and while I was waiting I had plenty of time to watch Kitchen Experts of California's minute infomercial about what wonderful work Kitchen Experts of California does and how their staff is a joy to work with
(Kitchen Experts) We did have ***, our cabinet specialist, come out and take a look at the entire kitchen and discuss with Ms*** the options for her kitchenShe said at this time that she would like the doors, drawer fronts and cabinets themselves replaced*** explained that we can try to match the doors and drawer fronts the best we can but that we will not be able to do anything about the cabinet boxes themselves(Ms***'s Response) *** has been out three times*** has been out two times*** has bee out onceThe part about "we will not be able to do anything about the cabinet boxes themselves" is not true*** told ME the cabinet boxes would have to be replacedIf the cabinet boxes can be re-stained and re-varnished in place, then that's fine with meThe stain is wearing off on the outside and inside of the cabinets and the shelves just as it is on the cabinet doors and drawer frontsWhatever Kitchen Experts needs to do to fix this, is fine with meJust do itAs promisedIn a reasonable amount of time
(Kitchen Experts) *** also explained that he can take a cabinet door and work with it to try and find a finish that will last longerMs*** agreed and was told that this would take some time(Ms***'s Response) The last part is not trueOn April 25, *** took one cabinet door and said he said he would test it with various combinations of stains and varnished to find one that will work, and that it would take "a few days"After several more inquiries on my part, Rhonda sent email on May 7, 2014, saying it would take more weeks, on top of the two they had already usedThat was over three months ago, four months since my cabinet door was taken
(Kitchen Experts) Just as an explanation on the process, to refinish these doors is a several step process which requires layers of finish and drying time in betweenOne door can take several days to finish(Ms ***'s Response) The process is understoodIt is also understood that once the right combination has been found, it will take not much longer to re-stain and re-varnish all the cabinets as it would to do oneIt's not that one cabinet door will done, taking several days to finish, and then another one startedIt is understood that it should take several days to do all the cabinet doors and drawer fronts nowIt is also understood that the original estimate of "several days" should not have translated into four monthsThis statement was taken directly for Kitchen Experts of California's website: "For custom cabinet refacing, most jobs are done in less than a weekWe can do this because we don't use subs and we have most of the inventory in stock, reducing ordering timeThis type of dedication is what has earned us honor roll status with the Revdex.com."
(Kitchen Experts) We are trying our best to accommodate this problem but at this point, we are not totally sure exactly what we can do and exactly what we are obligated to do(Ms ***'s Response) DisagreedKitchen Experts is not trying their "best to accommodate this problem"They know exactly what "we can do and exactly what we are obligated to do " They just haven't done it and don't seem to want to do it
(Kitchen Experts) We have a door here in the office that has been refinished to the closest match we could find, but have not returned it to Ms*** for approval without an agreement on what can be done at this point to move forward(Ms ***'s Response) The "agreement on what can be done at this point to move forward" is to do the warranty work, as promised (see original complaint for dates and precise wording regarding Kitchen Experts of California's promises)I certainly don't want one cabinet door returned "that has been refinished to the closest match we could find" and not have it match the rest of my kitchen doors and drawer fronts! Now that Kitchen Experts of California has a successful stain and varnish combination on one cabinet door, please come and do the rest of the work
(Kitchen Experts) Our last conversation with her involved Ms*** telling us that she would be going to the Revdex.com because we are not doing what she wants in a timely enough manner(Ms ***'s Response) Not exactly, and I don't appreciate the characterization of me being unreasonableIt's been monthsPromises have been madeNothing has been done(Kitchen Experts) Communication has broken down and we would also like the assistance of the Revdex.com to make sure that this matter is handled correctly(Ms ***'s Response) Communication has broken down because Kitchen Experts has stopped communicatingI was last told that *** would get back to me when she returned from vacation on July 22, I have not heard from *** or anyone else at Kitchen Experts of CaliforniaIt has been noted that Kitchen Experts of California was non-responsive to the first level of Revdex.com complaint process, it was not until this issue was escalated that they choose to respond, and they chose to respond by not committing to anything and not admitting to any non-performance or excessive stallingI went to the "Revdex.com to make sure that this matter is handled correctly", not the other way around! According to Kitchen Experts of California's website, "We have been a Revdex.com Accredited Business since and maintain an excellent "A" rating." It's Kitchen Experts of California's turn to make good on their promises, to repair the defective stain/varnish/finish on kitchen cabinets/doors/drawers, and to stick to a reasonable timeline--as stated on their website, "most jobs are done in less than a week"--to complete the workThis is not an usual, complicated, or out-of-the-ordinary job for a kitchen expert companyIt's what they do!
Thank you
Final Consumer Response /* (3000, 19, 2014/09/30) */
Hi ***,
*** was here on Friday, Sept23, at PM
*** was a no show, although *** said he was just a few minutes behind him
*** looked over the kitchen and said he could do something "significant" that will make me "really happy" and then reiterated, "we'll be able to do some really nice stuff"
*** said he was going to go back to the office and "immediately facilitate" a "full service call", which he indicated would be a crew of at least two who would spend a whole day re-touching, re-glazing, and repairing* all affected cabinets and shelves
*The non-touch up/non-glazing repairs would include repairing a broken hinge/s, putting gel tabs on screw backs to stop screws from hitting and scratching the wood, and repairing the cabinet around the refrigerator
*** also said the cabinet door, which has been in possession of Kitchen Experts for almost five months, would be returned and reinstalled during the "full service call"
*** also stated that if the cabinet door didn't match the other kitchen cabinets (since it has been fully re-stained and re-varnished) he would order another door that would match
If another cabinet door needs to be ordered, how long will it take to be delivered and reinstalled?
*** said the appointment would be "next week", which is this week, but I haven't heard anything yetDo you have an appointment date and time for me?
What kind of prep do I need to do before this service call? Do I need to remove dishes and/or food from the affected cabinets?
What kinds of fumes/smells should I expect, if any?
Thank you
--
***
Initial Business Response /* (1000, 11, 2014/03/06) */
We at Kitchen Experts have gone through this contract and this project with a fine-toothed comb. First of all, there were a lot of disconnects on this project including the fact that at more than one point we were not allowed back into...
the house to finish the job. To be clear, we have completely finished the remodel on the Kitchen and one of the bathrooms. We have not been paid the final $16,000.00 nor were we contacted by the customer for over 1 year. It has been a process to see where we are with this project since Ms. [redacted] has been calling because we have completely overhauled all of our office staff and none of the Project Managers from this project are still employed with us.
That being said, our owner, [redacted], called the Revdex.com directly upon seeing this complaint and tried to give Ms. [redacted] a call to see what we can do to close this file out. He has called a few times with no answer and we will continue to try to make contact. We are always aware of our reputation and want to make sure that our customers are taken care of. From what we understand, the Homeowner, [redacted], was very ill for quite a while which is why there has been such a large amount of time that has passed [redacted] we heard from the customer. Again, we are happy to see what we can do to make sure everything is taken care of and Mr. [redacted] will continue to try and get a hold of Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 13, 2014/03/10) */
Hi [redacted];
Thank you for getting back to me.
To answer your question-per our recent telephone conversation-Yes, I have copies and documentation of our Remodel Contract with Kitchen Experts, I will be faxing the paperwork to you.
I see that they have responded. I disagree with the statements [redacted] has made stating he has contacted me several times. I was the one who called him many times- only to get his voice mails, and excuses of when they can get me scheduled for repairs and further work. [redacted]-was to meet with me on one occasion to review the workmanship, with the entry tile work, being un-level, and he never showed up. For [redacted], to state in his response that we said we do not want anyone to enter our home-is also not correct. Daniel, the service person has was scheduled-on a few occasions0 he did fix minor issues, however he did come back to address the other things we gave them on our "punch list" that they asked for. We trusted [redacted], and feel that he did not honor his Contract. [redacted] promised us completion by Thanksgiving Nov. 2010. The project was still underway in Jan 2011. Based on his lack of credibility, lack of contacting us, and experiencing poor workmanship, and a longer than estimated finish date,-Yes, We are simply frustrated beyond belief by this project. Despite all the things they said they would take care, and the lapse of time-on my part, due to much aggravation we had gone through-I still did call Kitchen Experts again, left messages for Project Manger ([redacted]) at the time, They claimed they did not have his file-or records, I emailed , and called Kitchen Experts-and spoke to Lisa-over a period of time-to tell them-we need to finish the project. I gave them the opportunity to schedule the work, to make it right as per our Contract. Kitchen Experts would always give me excuses -and Admitted to having several changes in their contacts-with personnel, who are no longer with the company. They did not follow up with us, as issues began to escalate. continued to drop the ball. It was during the Holiday-Christmas (Dec. 2010) that most of the work actually got underway. We experienced stress-and frustration during this time, and my Mothers health was also compromised-due to her Asthma, from the all the dust, she suffered anxiety, and an attack during this remodel process, that required hospitalization, and also that she had to be removed from her home for a period of Approx. 3 months due to Dust, Debris, that occurred during the remodel process.
We would prefer a refund, and not continue to do business with a Company such as Kitchen Experts-simply due to the fact of bad service, and that we cannot be assured of the workmanship, or they will do as stated/promised, or in a timely manner.
Please advise.
Thank you,
Final Business Response /* (4000, 15, 2014/03/20) */
Hi [redacted]-
It was good to chat with you today. We definitely want to do what we can to make sure that Ms. [redacted] and Mrs. [redacted] are satisfied. This is a customer that has been on our books since 2010! I would like to respond to the Consumer Rebuttal from March 10-I was unable to get the link to come up on the computer:
1. Ms. [redacted] states in her rebuttal that she disagrees with the statement that [redacted] has tried to contact her several times. He has indeed tried calling her several times in this past month because it is in all of our best interests to get this settled. He has not been able to get a hold of her.
2. Ms. [redacted] brings up a lot of communication issues with a project that was done 3 years ago. Since that time, our company has changed ownership and had a complete overhaul of the office staff. No one that was involved with the initial installation still works for this company. We would like to stop rehashing what has happened years ago in the past and make this right at this point. They have a beautiful kitchen and bathroom remodel.
3. Daniel, our Service Manager, has been to the [redacted] home several times to take care of the warranty work in the kitchen. To be clear, the kitchen and one of the bathrooms has been completely finished. The issues that Daniel had to address were very minor and he took care of everything that he could while he was there. He came back to the office with a "punch list" of very minor things that needed to be done.
4. Ms. [redacted] states that her mother was in the hospital and had to be removed from her home for 3 months because of the dust and debris that was created from the remodel and that the remodel was stressful. This is going to be typical of any remodeling that is done. Construction is a messy process and kitchen remodeling is especially stressful and disruptive. We understand this and take great precautions to keep the mess to a minimum. Dust and debris are unavoidable.
5. At the end of her response, Ms. [redacted] states that they would like a refund. I have attached an invoice with record of the payments that have been made which show that the balance of $16,000.00 has not been paid. If this is an error, we will be happy to review any proof that this $16,000.00 has actually been paid.
At this point, we would like to settle with this customer. We do not feel that we should have to give back any money and in fact will not pursue the final balance of $16,000.00 in consideration of the second bathroom that has not been done. We would like to come in one final time to take care of any minor warranty issues that need to be addressed and then consider this matter settled.
Initial Business Response /* (1000, 8, 2014/10/01) */
We here at Kitchen Experts take it very seriously when a customer is not happy with their installation. What has been reported in this complaint, however, is not entirely accurate and for sure should not result in a credit for the entire...
remaining balance, which is quite large. To respond, please see the points below:
1. It is stated that Kitchen Experts installed the wrong sink into the granite.
KE: We definitely installed the sink that was agreed upon in the contract and it was not brought to our attention until exactly 1 month after the installation that the customer did not like it. At that point, with no change order in writing, we stand by the fact that we installed the sink from the original contract.
2. Not installing a dishwasher at this time and instead .
KE: There is no such thing as a pull out cabinet or temporary cabinet. What we did was make sure that the hook-ups for a dishwasher are ready and then installed an easily removable permanent cabinet should the need arise. This has been discussed with the customer multiple times. It should also be noted that this is not in the contract.
3. Calling the office, leaving multiple messages and never getting a response until payments were due.
KE: First of all, there is an on-site Foreman, [redacted] who was at this job and who was also supervising any work that happened there. He spoke multiple times to the homeowners and was also told multiple times by Mr. [redacted] what a great job the crew was doing. As far as getting a hold of the office goes, we have 3 Project Managers and a Front Office Manager as well as a general office number, all numbers which are given out to every customer, as well as all of the emails for the company. If a customer does not feel like they are getting the correct answers from their on site Foreman, they will always be able to get a hold of someone in the office. We do feel badly if any of our customers do not feel like they are getting the communication that they need, but this is the first time that we are hearing that this particular customer felt frustrated.
4. Being charged for smoke detectors and copper lines that were not installed.
KE: The work done on the plumbing and for the smoke detectors is a basic charge to everyone because that is what we have to do to pass code and have the job signed off by the city. If there was a charge for a smoke detector that was not installed, we are happy to credit the $202.00 off of the final balance. Again, this is the first time that we are hearing about this claim.
5. None of the workers were licensed.
KE: First of all, we take this claim VERY seriously. Kitchen Experts of California, Inc. is a Licensed, Bonded and Insured company in good standing with the Contractor's State License Board. Second of all, every single one of our workers has to go through a thorough background check which includes a criminal background check and drug testing. Everything we do and everyone in our employee is covered under our license. To insinuate that this is not true is both slanderous and libelous that this is a claim that has been stated on a public website. We are also in good standing with the Revdex.com because of our practices. This is an issue that was addressed with the customer numerous times as well.
6. On several occasions, two workers came to our house who did not speak a word of English. They were asking me how to do the work and looked confused when I told them to call their Supervisor.
KE: Once again, we take this claim very seriously. Our employees are all very good at their work and Kitchen Experts of California, Inc. stands behind everything that is done on our jobs. The fact that there were people in the house who speak English as their second language should not diminish that, especially since in this case Mr. [redacted] is a fluent Spanish speaker himself.
As far as the crew asking the customer questions, they will confirm with the homeowner about what exactly they prefer before something is installed. They have a set of blueprints that they follow and a contract that they consult during the project to make sure that they are following the scope of work very carefully. Their Foreman, [redacted] if not on site, is still very much aware of the project and stays in constant contact with the customer.
7. My house was under construction for almost 5 weeks and during the whole time, not ONE supervisor/manager came to check on their work or speak to me. No one came to the job and see if things are going well and if I had any concerns.
Once again, there is an onsite Forman, [redacted] who is in constant contact with the homeowner. He spoke multiple times to Mr. [redacted] about the progress of the project and provided positive feedback multiple times. Not sure who it is that is writing this complaint, but according to our guys, Mr. [redacted] was on site on numerous occasions. The job was slated to take 4-6 weeks and was done in just over 5 weeks for a complete kitchen remodel.
KE: To be very clear, Kitchen Experts has passed all City Inspections and has fulfilled the contract to complete this job. Not once was a complaint about the workmanship or the quality of work. We feel very badly that this customer felt like there was a huge problem throughout the whole project, but we are only first hearing about the depth of these feelings through this complaint to the Revdex.com.
This being said, the claim that this job was not done correctly or completely is false. We have fulfilled the contract and built a beautiful, functional and high quality product. There is a large final balance that has not been paid and it is due immediately. We have been complete with this project since the end of August.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. From the very beginning we told [redacted], [redacted] and [redacted] that we do not like the sink we have now because it is too small for big pans and pots which we use a lot. We wanted one bowl only with no partitions. Again the misunderstanding was on their part again. As I had said previously, KE does not listen to its customers. We had initial starting date of July 7th, which I e-mailed [redacted] on June 15 as reminder. Read my initial complaint. only one business day before the starting job,I called to confirm the July 7th date and [redacted] told me he had it down for July 14th. I told him why he did not e-mail me back and respond to the June 15th e-mail to tell me that date was changed. He said he did not read the e-mail I sent him . Also, my wife called [redacted] and told him in April not to cash the city permit check because our bank account was hacked on line and we had to close that account. Even though we told him that, he still gave the old check to the KE secretary and it was submitted to the city of [redacted]. We got a bill from the city
penalizing us. So from the beginning even before the job was started, we have proof that KE did not listen to its customers.
2)[redacted] who is no longer with KE told us about the removable cabinet. It was his idea because he is the expert not us. The cabinet installed now is NOT easily removable; it is screwed to the granite. The whole kitchen counter granite has to be removed and replaced. It will cost us a few thousand dollars to fix this problem. If a manager would have bothered to come and see the
work, he would see that the granite is screwed to the kitchen cabinet where the dish washer is supposed to go. No has seen this huge mistake because no one bothered to come and check the work.
3) I have e-mail proves that [redacted] would never replied to my e-mails. I am willing to go to small claim court and bring all of my e-mails which were continuously ignored by [redacted]. Read original complaint. My house was a disaster and have plenty of pictures to prove it. I was in tears and [redacted] would not bother to answer my phone calls or e-mails. The city inspector saw my in tears when he came for an inspection and told me to research on line to see what my rights are. I had to call the secretary and threaten to report KE to CSLB in order for [redacted] to finally call me back and give me his personal e-mails.
Efrain was not always on the job. He took a few days off to work on the other on-going jobs which [redacted] was not aware of. [redacted] though again that [redacted] was always here. The two other guys had never installed a drawer microwave or ceiling light. I have a picture of Aron doing electrical work and he has NO license to do electrical work.
5) I have a copy of our contract stating that all the workers are licensed. This is misleading to consumers because we go by what the contract says and interpret it the way is written. KE should state in their contract that the workers are not licensed but the company is. If we knew KE would send teenagers and workers not licensed by the state of California, we would have NEVER gone with them. Again we have pictures of teenagers or very young adults who did not have the state license for the work they were doing.
6) I am a native Spanish speaking person myself and had not problem communicating when I was there. But most of the time, I was at work and my wife who does not speak Spanish could not communicate with them; even basic English. Not all the customers that KE gets speak Spanish. These workers should be able to communicate some basic English with the customers. But when my wife could not communicate while the job was in progress and tried to contact [redacted], no one would return her calls.
7) Once again [redacted] was not here the whole time, he was also working on another job. So the other workers were left alone on several occasions. It is absolutely NOT true that we did not complain while the work was being done. We did, but no one bothered to contact us. I'd like to know who is responding to this complaint because she/he is totally unaware of the complaints we had made. I have multiple pictures to prove the disaster KE left behind. How could we not complain?? We had to remodel our house again after KE left. I am very willing to post all the pictures and all the
e-mails to prove my point. If KE expects us to pay for the disaster they left behind, we will go to small claim court with all of our proofs so there will be no more misunderstanding.
Final Business Response /* (4000, 12, 2014/10/14) */
At this point in this complaint process, all we can do is apologize that this experience was so difficult for this customer and try to move on. There are several things in this complaint that Kitchen Experts can do nothing about at this point, as the complaints are not about the workmanship or functionality of the kitchen but about the fact that the communication was not what the customer wanted. We can, however, respond for one last time to the accusations against us:
1. Yes, there was a miscommunication about the permit check to the City of [redacted] The bill from the City, however, was a bounced check fee of $35.00, which Kitchen Experts credited to the customer. If there are other fees above and beyond that, then this is news to us. Again, we apologized at the time of this problem and apologize again.
2. There is a definite misunderstanding on this whole "removable cabinet" issue with the dishwasher cabinet. The customer is mistaken that the cabinet is screwed into the granite or that the granite will have to be removed to be able to remove the cabinet. We NEVER screw anything into the granite. The cabinet may be screwed into the plywood that is between the granite and that cabinet, making it easily removable. There is nothing else we can do to prove this except for ask the customer to believe us when we say that this cabinet is removable. We made sure that this cabinet is fully functional as well. The only other option with this cabinet would have been to not install a cabinet at all and to just put a false panel in front of it, rendering the space useless.
3. There is no need to take us to small claims court to prove that [redacted] did not respond to emails in the timely manner that was expected. If the house was a disaster during construction, it was because of the mess that every construction job makes-construction is messy. We definitely leave the project clean and the kitchen ready to move into. Whether Efrain was on the actual jobsite or not, he was always in constant contact with his experienced crew and knew what was happening at the house. Not once did Efrain or anyone else have to come in and re-install anything that any of the workers did.
5. In the contract it states, "All work shall be performed by licensed individuals to perform their said work, as outlined by law". Whether there are pictures of the workers that were in the house or not, Kitchen Experts of California, Inc. is completely Licensed, Bonded and Insured as outlined by the law. Because the customer did not interpret this correctly does not mean that we have done anything wrong, nor are we breaking the law. The age of the worker should not be an issue either because each person employed by Kitchen Experts of California, Inc. has passed an extensive background check and is completely legal to work for us.
6. Again, we can just apologize at this point that the customer felt like they were not being communicated with enough or effectively.
7. Rather than rehash the same issues again, it comes down to this: We completed this project and fulfilled the contract. We passed each and every inspection by the City and completed everything to code. There were some issues that were not mentioned in these complaints that were taken care of and if there was more remodeling that needed to happen after we left, then it was not because of anything that Kitchen Experts did. If the customer would like to post the pictures of the process, then please also post the pictures of the finished, beautiful product.
We were never aware of the fact that this customer did not intend to pay their final balance. We would have been willing to work out a payment plan if they do not have the funds available to fulfill their part of the contract, but at this point it has been almost 2 months since we finished this project and still stand behind our work. We expect to be paid in full.
If the customer would like to take us to small claims court, it is well within your right to do so. We do now and always will stand behind our work and our workers.
This response is being made by [redacted], Operations Manager and I am completely aware of any and all complaints that have been made this entire process.
Final Consumer Response /* (4200, 14, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are willing to pay the remaining amount if KE comes back and fixes their mistakes.
1) one piece sink; we had this sink before and hated it; that's why we specifically asked for one bowl sink only
2)I personally saw the nails in the plywood on top of the cabinets.. No supervisor/manager has seen what I have seen; you have never stepped into this house while the remodeling was going on. There was never any manager/supervisor who bothered to come and check the work during the 5-6 weeks of remodeling. This has to be fixed.
3) our phone land line was blocked; we have no land line in the kitchen any more. We asked another contractor and he said KE is responsible for putting in a new land line.
4) was charged for copper lines which we never saw. show us where they are at. we were also charged $202.50 for one smoke detector which was never installed. This is clearly stated in the contract. [redacted] did not follow the contract. I called [redacted] to tell him about the smoke detector and he told me to check to make sure it is not there like I don't know what a smoke detector looks like. You mention that [redacted] was here most of the time, but he is NOT a manager or a supervisor. He is just a certificated electrician. Again, no manager/supervisor ever came to check the work or answer my e-mails/phone calls.
5) I have read other customer's complaints on this website and it seems like we all have the same patterns of complaints. The sales persons say anything to get a contract signed and then the job does not get done as promised. The other customers have also complained that no one ever bothered to return their phone calls or e-mails. They also mentioned that when they call to talk to the original sales people, they are no longer there. We signed our contract with [redacted] and he is no longer then.
6) While your workers come to repair the mistakes, we won't be able to use our kitchen, so KE is responsible for coverng our stay at a hotel.
7) [redacted] has all the pictures I have sent him. the teenagers who were doing our floor, damaged our beds by forcing the drawers in and I had to spend one whole weekend fixing them.
8) If the work is going to get done again, we will only allow it to get done by licensed workers who have a CA state license to do the work and have to be able to speak English
9) The contractor that we hired to fix some of your mistakes, can testify how bad our house looked like after KE was done. Our house was left a mess after KE was done not during.
Finally, I am very offended and insulted that you think I do not have the funds to pay the remaining balance. I am not a crook and have an excellent credit report. I would not have remodeled my kitchen if I did not have the funds. This is a personal attack and is defaming my character.I am not going to pay for any job that was not done right. It is just plain common sense.
Initial Business Response /* (1000, 11, 2015/11/12) */
We do greatly appreciate the patience on behalf of this customer. We have a new Service Manager, [redacted], (not to be confused with our FIELD Service Manager [redacted]-there are two [redacted]s) who will be getting in touch with this customer by...
Friday, 11/13 to make sure that we have everything we need to take care of this problem as quickly as possible. This may require one more visit from Field [redacted]. We have a new custom shop that we use now instead of the original shop that made these cabinets in the [redacted]'s house, so we should be able to remedy this in a more expedient manner than the customer has previously experienced.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.
Final Consumer Response /* (3000, 15, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.
Initial Business Response /* (1000, 5, 2015/05/22) */
We would like to start off by being perfectly clear: Kitchen Experts of California, Inc. has not committed any crime, fraud or represented anything less than the truth while dealing with this customer. We resent that anyone would use...
those words to describe us and our dealings. Ms. [redacted] states that we sold them a defective range that cannot be repaired because we dropped it when delivering. We did not drop this range during delivery and this has never been proven in writing by anyone. In numerous attempts to speak with Capital Appliance, the company that allegedly stated that we must have dropped the range in question, we have been unable to reach anyone who will stand behind this statement.
The Wiessners willingly and knowingly purchased a full kitchen display of Viking appliances at a significant discount. The complaints about the range were not brought to our attention for 7 months after the installation of the range.
The last contact that my office had with Ms. [redacted] was by email on October 13, 2013 when [redacted] forwarded me an email from Ms. [redacted] requesting his help to get the service issues addressed. I sent a detailed response back addressing each one of issues that had been brought to our Service Manager, [redacted]'s attention and clearly expressed our desire to finish everything up and to make sure that this kitchen was completed to the customer's satisfaction. Ms. [redacted]'s response was that she would like to speak directly to our Owner, [redacted] because she didn't know who I am.
The next thing we knew, Ms. [redacted] had filed a complaint with the CSLB, who established that the complaints about the rest of the kitchen could be easily remedied either by us coming out to fix them or by paying the Wiessners $1040.00 to have it fixed themselves. They also reported that they did not witness the complaints with the range, but that they were a General Contractor and not a specific certified Appliance Repairman. The Wiessners then pursued another avenue of trying to get us to replace their range by filing a claim against our General Liability Insurance. Our General Liability Insurance covers us to the full extent of what is required by the law and did not cover a claim that is not proven nor that was made by a third party.
Ms. [redacted] states that she sent a letter by certified mail demanding a refund of all money paid for defective products, installation and labor. This is true, however, we are not under any obligation to give anyone their money back just because they have demanded it.
Although the Wiessners have attempted to pursue this issue through multiple outlets, we have not been told that we are under any obligation to replace this range and we do not plan on doing so.
We respectfully request that this issue is dropped and that we do not have to put up with any more libelous accusations such as that we have committed a crime or committed fraud. While we do feel badly that one of our customers is unhappy, we feel that we have fulfilled our contract with this customer and should not have to endure any more attacks on our character or on the character of our company.
I do have copies of the emails and reports referenced in this response and will happily produce upon request.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kitchen Experts talked us into buying their display Viking Gas Range, and we were told by the owner, [redacted], that it was in excellent condition, never used, and under full warranty. Only one of the stated conditions were true. Several months went by before we were able to use the oven due to ongoing multiple health issues and hospitalizations of immediate family members. Once we were able to use the oven there was loud banging and clanging coming from the oven,so we told Kitchen Experts about the strange noises coming from the gas range. Kitchen Experts said they would not cover it and that we needed to contact Viking directly regarding the bomb-like noises going off, and shaking when the oven was turned on. We were referred to Viking's rep, Capital Appliances, who inspected it and stated the range sold us was 3 years old, and sustained a bent frame from being dropped during delivery and is not able to be repaired. [redacted] was sent a picture of the bent frame and a written statement regarding the bent frame. He has never contacted Capital Appliances to verify or get additional information for follow up. We want restitution made to us as Kitchen Experts sold and delivered to us a 3 year old unrepairable, defective Viking Gas Range.Once Kitchen Experts refunds our money, they can deal with their people, or whomever they purchased it from to refund their portion. Yes, we are indeed victims of fraud. We will continue to take whatever means are necessary to make this right.
By the way, contacting the CA State Contractors Board and General Liability Insurance is the legal way of addressing such issues. Our objective is to receive restitution from you for the defective range you sold us, not to publicly hurt your business.
Initial Business Response /* (1000, 10, 2015/11/16) */
Kitchen Experts of California, Inchas been in contact with this customer to let her know that we have located the correct part to repair this damper issue, ordered it and as soon as we know the ETA for it to come in, we will schedule
with Ms*** immediately to make sure that we correct this issue in a much more expeditious manner than what has been happening so far
We do apologize for the delay in taking care of this problemWe never want to do business this way, but we have had a reorganization in staff and have made the necessary changes to be sure that this does not happen again
Initial Consumer Rebuttal /* (3000, 12, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While they have called me to let me know part ordered and will schedule an appointment once it come in, I heard same story from two other people since May with no resolutionUntil I get an appointment to get fixed and it is properly installed, I will not believe their word
Initial Business Response /* (1000, 11, 2014/08/08) */
Received buisness response via email on 8/8/14:
After reviewing this file completely, it looks like the original contract and installation was done in 2008, at a time that our company had different owners and a different business
licenseIn 2011, Kitchen Experts fully replaced the doors and drawer frontsMs*** states that her stain and varnish wears off in one yearThe exact same cabinets have been installed at multiple other jobs and we have not ever had a problem like what is occurring at Ms***'s home
Currently, Ms*** is requesting that her doors and drawer fronts and the cabinets themselves be replacedWe have tried to come up with a solution to the best of our abilityWe have taken a long time and passed her around to several different staff because of restructuring on our part and Ms*** has been very patient with us in this process, with understandable frustrationWe did have ***, our cabinet specialist, come out and take a look at the entire kitchen and discuss with Ms*** the options for her kitchenShe said at this time that she would like the doors, drawer fronts and cabinets themselves replaced*** explained that we can try to match the doors and drawer fronts the best we can but that we will not be able to do anything about the cabinet boxes themselves*** also explained that he can take a cabinet door and work with it to try and find a finish that will last longerMs*** agreed and was told that this would take some timeJust as an explanation on the process, to refinish these doors is a several step process which requires layers of finish and drying time in betweenOne door can take several days to finishWe are trying our best to accommodate this problem but at this point, we are not totally sure exactly what we can do and exactly what we are obligated to do
We have a door here in the office that has been refinished to the closest match we could find, but have not returned it to Ms*** for approval without an agreement on what can be done at this point to move forwardOur last conversation with her involved Ms*** telling us that she would be going to the Revdex.com because we are not doing what she wants in a timely enough mannerCommunication has broken down and we would also like the assistance of the Revdex.com to make sure that this matter is handled correctly
Thanks
Initial Consumer Rebuttal /* (3000, 13, 2014/08/14) */
Thank you for your helpHere is my response to Kitchen Experts of California's response regarding my original complaintI was not able to post my response in it's entirety on the Revdex.com pageI do not accept the response by Kitchen Experts of California, because their response was a non-responseThey didn't say that they would do anything!
(Kitchen Experts) After reviewing this file completely, it looks like the original contract and installation was done in 2008, at a time that our company had different owners and a different business licenseIn 2011, Kitchen Experts fully replaced the doors and drawer fronts(Ms***'s Response) CorrectIn *** came to my houseHe represented himself as the owner of Kitchen Experts of CaliforniaHe still isIn 2008, 2011, and I worked with ***, ***, ***, ***, *** and ***I still am trying to work with these six individuals to get the warranty work done(Note, it is the cabinets that are subject to the warranty.)
(Kitchen Experts) Ms*** states that her stain and varnish wears off in one yearThe exact same cabinets have been installed at multiple other jobs and we have not ever had a problem like what is occurring at Ms***'s home(Ms***'s Response) Yes, the stain and varnish has worn off in one yearAgainThis has been verified during all four of the inspections by Kitchen Experts of CaliforniaNo abuse or water damage has been notedEverI don't know why the stain and varnish is wearing offI don't do anything unusual in my kitchen, but I do use itThe damage has been documented and verifiedI have multiple emails telling me the work is going to be done (see original complaint for dates and precise wording), but nothing has been doneI have several emails from Kitchen Experts of California asking me to take down negative YELP reviews, and after that was done, the work would be startedI took down the negative YELP review and this note is from ***, dated January 10, 2014: Yes I have talked to *** and ***, Unfortunately my hands are tied until the post on yelp and facebook are removed, I do not have the ok to move forward with your repair until that is taken downOnce that is done I will have the ok to order your doors and drawer fronts no problemI am sorry for the delay and inconvenience this is causing youIf you have any questions or concerns please feel free to call or email anytime ThanksI took down YELP reviewsI notified Kitchen Experts of CaliforniaNo work was startedEmails were not answered
(Kitchen Experts) Currently, Ms*** is requesting that her doors and drawer fronts and the cabinets themselves be replaced(Ms***'s Response) CorrectAnd that the chipped off/worn off varnish where the cabinet door handles were incorrectly installed-not counter suKitchen Experts be repaired; and where the varnish is wearing off on the outside of the cabinets be e-stained and/or re-varnished; and where the varnish is wearing off on the shelves and inside of the cabinets be re-stained and/or re-varnishedKitchen Experts has in their possession multiple pictures of this issue, some taken by their staff and some taken by meMy warranty request has not changed since Kitchen Experts of California was first notified of this issue in months ago
(Kitchen Experts) We have tried to come up with a solution to the best of our ability(Ms***'s Response) I disagreeKitchen Experts could have done better, should have done betterEighteen months is a ridiculous amount of time to have to wait for this work to be doneHaving to contact Revdex.com to get this work done is an extreme measure by any consumerI have never done it beforeKitchen Experts should be embarrassed by their stalling, broken promises and non-performanceRe-staining and re-varnishing cabinets is a straightforward job--not at all an usual, difficult, or complicated job for any kitchen expert company
(Kitchen Experts) We have taken a long time and passed her around to several different staff because of restructuring on our part and Ms*** has been very patient with us in this process, with understandable frustration(Ms***'s Response) Agreed...and while I was waiting I had plenty of time to watch Kitchen Experts of California's minute infomercial about what wonderful work Kitchen Experts of California does and how their staff is a joy to work with
(Kitchen Experts) We did have ***, our cabinet specialist, come out and take a look at the entire kitchen and discuss with Ms*** the options for her kitchenShe said at this time that she would like the doors, drawer fronts and cabinets themselves replaced*** explained that we can try to match the doors and drawer fronts the best we can but that we will not be able to do anything about the cabinet boxes themselves(Ms***'s Response) *** has been out three times*** has been out two times*** has bee out onceThe part about "we will not be able to do anything about the cabinet boxes themselves" is not true*** told ME the cabinet boxes would have to be replacedIf the cabinet boxes can be re-stained and re-varnished in place, then that's fine with meThe stain is wearing off on the outside and inside of the cabinets and the shelves just as it is on the cabinet doors and drawer frontsWhatever Kitchen Experts needs to do to fix this, is fine with meJust do itAs promisedIn a reasonable amount of time
(Kitchen Experts) *** also explained that he can take a cabinet door and work with it to try and find a finish that will last longerMs*** agreed and was told that this would take some time(Ms***'s Response) The last part is not trueOn April 25, *** took one cabinet door and said he said he would test it with various combinations of stains and varnished to find one that will work, and that it would take "a few days"After several more inquiries on my part, Rhonda sent email on May 7, 2014, saying it would take more weeks, on top of the two they had already usedThat was over three months ago, four months since my cabinet door was taken
(Kitchen Experts) Just as an explanation on the process, to refinish these doors is a several step process which requires layers of finish and drying time in betweenOne door can take several days to finish(Ms ***'s Response) The process is understoodIt is also understood that once the right combination has been found, it will take not much longer to re-stain and re-varnish all the cabinets as it would to do oneIt's not that one cabinet door will done, taking several days to finish, and then another one startedIt is understood that it should take several days to do all the cabinet doors and drawer fronts nowIt is also understood that the original estimate of "several days" should not have translated into four monthsThis statement was taken directly for Kitchen Experts of California's website: "For custom cabinet refacing, most jobs are done in less than a weekWe can do this because we don't use subs and we have most of the inventory in stock, reducing ordering timeThis type of dedication is what has earned us honor roll status with the Revdex.com."
(Kitchen Experts) We are trying our best to accommodate this problem but at this point, we are not totally sure exactly what we can do and exactly what we are obligated to do(Ms ***'s Response) DisagreedKitchen Experts is not trying their "best to accommodate this problem"They know exactly what "we can do and exactly what we are obligated to do " They just haven't done it and don't seem to want to do it
(Kitchen Experts) We have a door here in the office that has been refinished to the closest match we could find, but have not returned it to Ms*** for approval without an agreement on what can be done at this point to move forward(Ms ***'s Response) The "agreement on what can be done at this point to move forward" is to do the warranty work, as promised (see original complaint for dates and precise wording regarding Kitchen Experts of California's promises)I certainly don't want one cabinet door returned "that has been refinished to the closest match we could find" and not have it match the rest of my kitchen doors and drawer fronts! Now that Kitchen Experts of California has a successful stain and varnish combination on one cabinet door, please come and do the rest of the work
(Kitchen Experts) Our last conversation with her involved Ms*** telling us that she would be going to the Revdex.com because we are not doing what she wants in a timely enough manner(Ms ***'s Response) Not exactly, and I don't appreciate the characterization of me being unreasonableIt's been monthsPromises have been madeNothing has been done(Kitchen Experts) Communication has broken down and we would also like the assistance of the Revdex.com to make sure that this matter is handled correctly(Ms ***'s Response) Communication has broken down because Kitchen Experts has stopped communicatingI was last told that *** would get back to me when she returned from vacation on July 22, I have not heard from *** or anyone else at Kitchen Experts of CaliforniaIt has been noted that Kitchen Experts of California was non-responsive to the first level of Revdex.com complaint process, it was not until this issue was escalated that they choose to respond, and they chose to respond by not committing to anything and not admitting to any non-performance or excessive stallingI went to the "Revdex.com to make sure that this matter is handled correctly", not the other way around! According to Kitchen Experts of California's website, "We have been a Revdex.com Accredited Business since and maintain an excellent "A" rating." It's Kitchen Experts of California's turn to make good on their promises, to repair the defective stain/varnish/finish on kitchen cabinets/doors/drawers, and to stick to a reasonable timeline--as stated on their website, "most jobs are done in less than a week"--to complete the workThis is not an usual, complicated, or out-of-the-ordinary job for a kitchen expert companyIt's what they do!
Thank you
Final Consumer Response /* (3000, 19, 2014/09/30) */
Hi ***,
*** was here on Friday, Sept23, at PM
*** was a no show, although *** said he was just a few minutes behind him
*** looked over the kitchen and said he could do something "significant" that will make me "really happy" and then reiterated, "we'll be able to do some really nice stuff"
*** said he was going to go back to the office and "immediately facilitate" a "full service call", which he indicated would be a crew of at least two who would spend a whole day re-touching, re-glazing, and repairing* all affected cabinets and shelves
*The non-touch up/non-glazing repairs would include repairing a broken hinge/s, putting gel tabs on screw backs to stop screws from hitting and scratching the wood, and repairing the cabinet around the refrigerator
*** also said the cabinet door, which has been in possession of Kitchen Experts for almost five months, would be returned and reinstalled during the "full service call"
*** also stated that if the cabinet door didn't match the other kitchen cabinets (since it has been fully re-stained and re-varnished) he would order another door that would match
If another cabinet door needs to be ordered, how long will it take to be delivered and reinstalled?
*** said the appointment would be "next week", which is this week, but I haven't heard anything yetDo you have an appointment date and time for me?
What kind of prep do I need to do before this service call? Do I need to remove dishes and/or food from the affected cabinets?
What kinds of fumes/smells should I expect, if any?
Thank you
--
***
Initial Business Response /* (1000, 11, 2014/03/06) */
We at Kitchen Experts have gone through this contract and this project with a fine-toothed comb. First of all, there were a lot of disconnects on this project including the fact that at more than one point we were not allowed back into...
the house to finish the job. To be clear, we have completely finished the remodel on the Kitchen and one of the bathrooms. We have not been paid the final $16,000.00 nor were we contacted by the customer for over 1 year. It has been a process to see where we are with this project since Ms. [redacted] has been calling because we have completely overhauled all of our office staff and none of the Project Managers from this project are still employed with us.
That being said, our owner, [redacted], called the Revdex.com directly upon seeing this complaint and tried to give Ms. [redacted] a call to see what we can do to close this file out. He has called a few times with no answer and we will continue to try to make contact. We are always aware of our reputation and want to make sure that our customers are taken care of. From what we understand, the Homeowner, [redacted], was very ill for quite a while which is why there has been such a large amount of time that has passed [redacted] we heard from the customer. Again, we are happy to see what we can do to make sure everything is taken care of and Mr. [redacted] will continue to try and get a hold of Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 13, 2014/03/10) */
Hi [redacted];
Thank you for getting back to me.
To answer your question-per our recent telephone conversation-Yes, I have copies and documentation of our Remodel Contract with Kitchen Experts, I will be faxing the paperwork to you.
I see that they have responded. I disagree with the statements [redacted] has made stating he has contacted me several times. I was the one who called him many times- only to get his voice mails, and excuses of when they can get me scheduled for repairs and further work. [redacted]-was to meet with me on one occasion to review the workmanship, with the entry tile work, being un-level, and he never showed up. For [redacted], to state in his response that we said we do not want anyone to enter our home-is also not correct. Daniel, the service person has was scheduled-on a few occasions0 he did fix minor issues, however he did come back to address the other things we gave them on our "punch list" that they asked for. We trusted [redacted], and feel that he did not honor his Contract. [redacted] promised us completion by Thanksgiving Nov. 2010. The project was still underway in Jan 2011. Based on his lack of credibility, lack of contacting us, and experiencing poor workmanship, and a longer than estimated finish date,-Yes, We are simply frustrated beyond belief by this project. Despite all the things they said they would take care, and the lapse of time-on my part, due to much aggravation we had gone through-I still did call Kitchen Experts again, left messages for Project Manger ([redacted]) at the time, They claimed they did not have his file-or records, I emailed , and called Kitchen Experts-and spoke to Lisa-over a period of time-to tell them-we need to finish the project. I gave them the opportunity to schedule the work, to make it right as per our Contract. Kitchen Experts would always give me excuses -and Admitted to having several changes in their contacts-with personnel, who are no longer with the company. They did not follow up with us, as issues began to escalate. continued to drop the ball. It was during the Holiday-Christmas (Dec. 2010) that most of the work actually got underway. We experienced stress-and frustration during this time, and my Mothers health was also compromised-due to her Asthma, from the all the dust, she suffered anxiety, and an attack during this remodel process, that required hospitalization, and also that she had to be removed from her home for a period of Approx. 3 months due to Dust, Debris, that occurred during the remodel process.
We would prefer a refund, and not continue to do business with a Company such as Kitchen Experts-simply due to the fact of bad service, and that we cannot be assured of the workmanship, or they will do as stated/promised, or in a timely manner.
Please advise.
Thank you,
Final Business Response /* (4000, 15, 2014/03/20) */
Hi [redacted]-
It was good to chat with you today. We definitely want to do what we can to make sure that Ms. [redacted] and Mrs. [redacted] are satisfied. This is a customer that has been on our books since 2010! I would like to respond to the Consumer Rebuttal from March 10-I was unable to get the link to come up on the computer:
1. Ms. [redacted] states in her rebuttal that she disagrees with the statement that [redacted] has tried to contact her several times. He has indeed tried calling her several times in this past month because it is in all of our best interests to get this settled. He has not been able to get a hold of her.
2. Ms. [redacted] brings up a lot of communication issues with a project that was done 3 years ago. Since that time, our company has changed ownership and had a complete overhaul of the office staff. No one that was involved with the initial installation still works for this company. We would like to stop rehashing what has happened years ago in the past and make this right at this point. They have a beautiful kitchen and bathroom remodel.
3. Daniel, our Service Manager, has been to the [redacted] home several times to take care of the warranty work in the kitchen. To be clear, the kitchen and one of the bathrooms has been completely finished. The issues that Daniel had to address were very minor and he took care of everything that he could while he was there. He came back to the office with a "punch list" of very minor things that needed to be done.
4. Ms. [redacted] states that her mother was in the hospital and had to be removed from her home for 3 months because of the dust and debris that was created from the remodel and that the remodel was stressful. This is going to be typical of any remodeling that is done. Construction is a messy process and kitchen remodeling is especially stressful and disruptive. We understand this and take great precautions to keep the mess to a minimum. Dust and debris are unavoidable.
5. At the end of her response, Ms. [redacted] states that they would like a refund. I have attached an invoice with record of the payments that have been made which show that the balance of $16,000.00 has not been paid. If this is an error, we will be happy to review any proof that this $16,000.00 has actually been paid.
At this point, we would like to settle with this customer. We do not feel that we should have to give back any money and in fact will not pursue the final balance of $16,000.00 in consideration of the second bathroom that has not been done. We would like to come in one final time to take care of any minor warranty issues that need to be addressed and then consider this matter settled.
Initial Business Response /* (1000, 8, 2014/10/01) */
We here at Kitchen Experts take it very seriously when a customer is not happy with their installation. What has been reported in this complaint, however, is not entirely accurate and for sure should not result in a credit for the entire...
remaining balance, which is quite large. To respond, please see the points below:
1. It is stated that Kitchen Experts installed the wrong sink into the granite.
KE: We definitely installed the sink that was agreed upon in the contract and it was not brought to our attention until exactly 1 month after the installation that the customer did not like it. At that point, with no change order in writing, we stand by the fact that we installed the sink from the original contract.
2. Not installing a dishwasher at this time and instead .
KE: There is no such thing as a pull out cabinet or temporary cabinet. What we did was make sure that the hook-ups for a dishwasher are ready and then installed an easily removable permanent cabinet should the need arise. This has been discussed with the customer multiple times. It should also be noted that this is not in the contract.
3. Calling the office, leaving multiple messages and never getting a response until payments were due.
KE: First of all, there is an on-site Foreman, [redacted] who was at this job and who was also supervising any work that happened there. He spoke multiple times to the homeowners and was also told multiple times by Mr. [redacted] what a great job the crew was doing. As far as getting a hold of the office goes, we have 3 Project Managers and a Front Office Manager as well as a general office number, all numbers which are given out to every customer, as well as all of the emails for the company. If a customer does not feel like they are getting the correct answers from their on site Foreman, they will always be able to get a hold of someone in the office. We do feel badly if any of our customers do not feel like they are getting the communication that they need, but this is the first time that we are hearing that this particular customer felt frustrated.
4. Being charged for smoke detectors and copper lines that were not installed.
KE: The work done on the plumbing and for the smoke detectors is a basic charge to everyone because that is what we have to do to pass code and have the job signed off by the city. If there was a charge for a smoke detector that was not installed, we are happy to credit the $202.00 off of the final balance. Again, this is the first time that we are hearing about this claim.
5. None of the workers were licensed.
KE: First of all, we take this claim VERY seriously. Kitchen Experts of California, Inc. is a Licensed, Bonded and Insured company in good standing with the Contractor's State License Board. Second of all, every single one of our workers has to go through a thorough background check which includes a criminal background check and drug testing. Everything we do and everyone in our employee is covered under our license. To insinuate that this is not true is both slanderous and libelous that this is a claim that has been stated on a public website. We are also in good standing with the Revdex.com because of our practices. This is an issue that was addressed with the customer numerous times as well.
6. On several occasions, two workers came to our house who did not speak a word of English. They were asking me how to do the work and looked confused when I told them to call their Supervisor.
KE: Once again, we take this claim very seriously. Our employees are all very good at their work and Kitchen Experts of California, Inc. stands behind everything that is done on our jobs. The fact that there were people in the house who speak English as their second language should not diminish that, especially since in this case Mr. [redacted] is a fluent Spanish speaker himself.
As far as the crew asking the customer questions, they will confirm with the homeowner about what exactly they prefer before something is installed. They have a set of blueprints that they follow and a contract that they consult during the project to make sure that they are following the scope of work very carefully. Their Foreman, [redacted] if not on site, is still very much aware of the project and stays in constant contact with the customer.
7. My house was under construction for almost 5 weeks and during the whole time, not ONE supervisor/manager came to check on their work or speak to me. No one came to the job and see if things are going well and if I had any concerns.
Once again, there is an onsite Forman, [redacted] who is in constant contact with the homeowner. He spoke multiple times to Mr. [redacted] about the progress of the project and provided positive feedback multiple times. Not sure who it is that is writing this complaint, but according to our guys, Mr. [redacted] was on site on numerous occasions. The job was slated to take 4-6 weeks and was done in just over 5 weeks for a complete kitchen remodel.
KE: To be very clear, Kitchen Experts has passed all City Inspections and has fulfilled the contract to complete this job. Not once was a complaint about the workmanship or the quality of work. We feel very badly that this customer felt like there was a huge problem throughout the whole project, but we are only first hearing about the depth of these feelings through this complaint to the Revdex.com.
This being said, the claim that this job was not done correctly or completely is false. We have fulfilled the contract and built a beautiful, functional and high quality product. There is a large final balance that has not been paid and it is due immediately. We have been complete with this project since the end of August.
Initial Consumer Rebuttal /* (3000, 10, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. From the very beginning we told [redacted], [redacted] and [redacted] that we do not like the sink we have now because it is too small for big pans and pots which we use a lot. We wanted one bowl only with no partitions. Again the misunderstanding was on their part again. As I had said previously, KE does not listen to its customers. We had initial starting date of July 7th, which I e-mailed [redacted] on June 15 as reminder. Read my initial complaint. only one business day before the starting job,I called to confirm the July 7th date and [redacted] told me he had it down for July 14th. I told him why he did not e-mail me back and respond to the June 15th e-mail to tell me that date was changed. He said he did not read the e-mail I sent him . Also, my wife called [redacted] and told him in April not to cash the city permit check because our bank account was hacked on line and we had to close that account. Even though we told him that, he still gave the old check to the KE secretary and it was submitted to the city of [redacted]. We got a bill from the city
penalizing us. So from the beginning even before the job was started, we have proof that KE did not listen to its customers.
2)[redacted] who is no longer with KE told us about the removable cabinet. It was his idea because he is the expert not us. The cabinet installed now is NOT easily removable; it is screwed to the granite. The whole kitchen counter granite has to be removed and replaced. It will cost us a few thousand dollars to fix this problem. If a manager would have bothered to come and see the
work, he would see that the granite is screwed to the kitchen cabinet where the dish washer is supposed to go. No has seen this huge mistake because no one bothered to come and check the work.
3) I have e-mail proves that [redacted] would never replied to my e-mails. I am willing to go to small claim court and bring all of my e-mails which were continuously ignored by [redacted]. Read original complaint. My house was a disaster and have plenty of pictures to prove it. I was in tears and [redacted] would not bother to answer my phone calls or e-mails. The city inspector saw my in tears when he came for an inspection and told me to research on line to see what my rights are. I had to call the secretary and threaten to report KE to CSLB in order for [redacted] to finally call me back and give me his personal e-mails.
Efrain was not always on the job. He took a few days off to work on the other on-going jobs which [redacted] was not aware of. [redacted] though again that [redacted] was always here. The two other guys had never installed a drawer microwave or ceiling light. I have a picture of Aron doing electrical work and he has NO license to do electrical work.
5) I have a copy of our contract stating that all the workers are licensed. This is misleading to consumers because we go by what the contract says and interpret it the way is written. KE should state in their contract that the workers are not licensed but the company is. If we knew KE would send teenagers and workers not licensed by the state of California, we would have NEVER gone with them. Again we have pictures of teenagers or very young adults who did not have the state license for the work they were doing.
6) I am a native Spanish speaking person myself and had not problem communicating when I was there. But most of the time, I was at work and my wife who does not speak Spanish could not communicate with them; even basic English. Not all the customers that KE gets speak Spanish. These workers should be able to communicate some basic English with the customers. But when my wife could not communicate while the job was in progress and tried to contact [redacted], no one would return her calls.
7) Once again [redacted] was not here the whole time, he was also working on another job. So the other workers were left alone on several occasions. It is absolutely NOT true that we did not complain while the work was being done. We did, but no one bothered to contact us. I'd like to know who is responding to this complaint because she/he is totally unaware of the complaints we had made. I have multiple pictures to prove the disaster KE left behind. How could we not complain?? We had to remodel our house again after KE left. I am very willing to post all the pictures and all the
e-mails to prove my point. If KE expects us to pay for the disaster they left behind, we will go to small claim court with all of our proofs so there will be no more misunderstanding.
Final Business Response /* (4000, 12, 2014/10/14) */
At this point in this complaint process, all we can do is apologize that this experience was so difficult for this customer and try to move on. There are several things in this complaint that Kitchen Experts can do nothing about at this point, as the complaints are not about the workmanship or functionality of the kitchen but about the fact that the communication was not what the customer wanted. We can, however, respond for one last time to the accusations against us:
1. Yes, there was a miscommunication about the permit check to the City of [redacted] The bill from the City, however, was a bounced check fee of $35.00, which Kitchen Experts credited to the customer. If there are other fees above and beyond that, then this is news to us. Again, we apologized at the time of this problem and apologize again.
2. There is a definite misunderstanding on this whole "removable cabinet" issue with the dishwasher cabinet. The customer is mistaken that the cabinet is screwed into the granite or that the granite will have to be removed to be able to remove the cabinet. We NEVER screw anything into the granite. The cabinet may be screwed into the plywood that is between the granite and that cabinet, making it easily removable. There is nothing else we can do to prove this except for ask the customer to believe us when we say that this cabinet is removable. We made sure that this cabinet is fully functional as well. The only other option with this cabinet would have been to not install a cabinet at all and to just put a false panel in front of it, rendering the space useless.
3. There is no need to take us to small claims court to prove that [redacted] did not respond to emails in the timely manner that was expected. If the house was a disaster during construction, it was because of the mess that every construction job makes-construction is messy. We definitely leave the project clean and the kitchen ready to move into. Whether Efrain was on the actual jobsite or not, he was always in constant contact with his experienced crew and knew what was happening at the house. Not once did Efrain or anyone else have to come in and re-install anything that any of the workers did.
5. In the contract it states, "All work shall be performed by licensed individuals to perform their said work, as outlined by law". Whether there are pictures of the workers that were in the house or not, Kitchen Experts of California, Inc. is completely Licensed, Bonded and Insured as outlined by the law. Because the customer did not interpret this correctly does not mean that we have done anything wrong, nor are we breaking the law. The age of the worker should not be an issue either because each person employed by Kitchen Experts of California, Inc. has passed an extensive background check and is completely legal to work for us.
6. Again, we can just apologize at this point that the customer felt like they were not being communicated with enough or effectively.
7. Rather than rehash the same issues again, it comes down to this: We completed this project and fulfilled the contract. We passed each and every inspection by the City and completed everything to code. There were some issues that were not mentioned in these complaints that were taken care of and if there was more remodeling that needed to happen after we left, then it was not because of anything that Kitchen Experts did. If the customer would like to post the pictures of the process, then please also post the pictures of the finished, beautiful product.
We were never aware of the fact that this customer did not intend to pay their final balance. We would have been willing to work out a payment plan if they do not have the funds available to fulfill their part of the contract, but at this point it has been almost 2 months since we finished this project and still stand behind our work. We expect to be paid in full.
If the customer would like to take us to small claims court, it is well within your right to do so. We do now and always will stand behind our work and our workers.
This response is being made by [redacted], Operations Manager and I am completely aware of any and all complaints that have been made this entire process.
Final Consumer Response /* (4200, 14, 2014/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are willing to pay the remaining amount if KE comes back and fixes their mistakes.
1) one piece sink; we had this sink before and hated it; that's why we specifically asked for one bowl sink only
2)I personally saw the nails in the plywood on top of the cabinets.. No supervisor/manager has seen what I have seen; you have never stepped into this house while the remodeling was going on. There was never any manager/supervisor who bothered to come and check the work during the 5-6 weeks of remodeling. This has to be fixed.
3) our phone land line was blocked; we have no land line in the kitchen any more. We asked another contractor and he said KE is responsible for putting in a new land line.
4) was charged for copper lines which we never saw. show us where they are at. we were also charged $202.50 for one smoke detector which was never installed. This is clearly stated in the contract. [redacted] did not follow the contract. I called [redacted] to tell him about the smoke detector and he told me to check to make sure it is not there like I don't know what a smoke detector looks like. You mention that [redacted] was here most of the time, but he is NOT a manager or a supervisor. He is just a certificated electrician. Again, no manager/supervisor ever came to check the work or answer my e-mails/phone calls.
5) I have read other customer's complaints on this website and it seems like we all have the same patterns of complaints. The sales persons say anything to get a contract signed and then the job does not get done as promised. The other customers have also complained that no one ever bothered to return their phone calls or e-mails. They also mentioned that when they call to talk to the original sales people, they are no longer there. We signed our contract with [redacted] and he is no longer then.
6) While your workers come to repair the mistakes, we won't be able to use our kitchen, so KE is responsible for coverng our stay at a hotel.
7) [redacted] has all the pictures I have sent him. the teenagers who were doing our floor, damaged our beds by forcing the drawers in and I had to spend one whole weekend fixing them.
8) If the work is going to get done again, we will only allow it to get done by licensed workers who have a CA state license to do the work and have to be able to speak English
9) The contractor that we hired to fix some of your mistakes, can testify how bad our house looked like after KE was done. Our house was left a mess after KE was done not during.
Finally, I am very offended and insulted that you think I do not have the funds to pay the remaining balance. I am not a crook and have an excellent credit report. I would not have remodeled my kitchen if I did not have the funds. This is a personal attack and is defaming my character.I am not going to pay for any job that was not done right. It is just plain common sense.
Initial Business Response /* (1000, 11, 2015/11/12) */
We do greatly appreciate the patience on behalf of this customer. We have a new Service Manager, [redacted], (not to be confused with our FIELD Service Manager [redacted]-there are two [redacted]s) who will be getting in touch with this customer by...
Friday, 11/13 to make sure that we have everything we need to take care of this problem as quickly as possible. This may require one more visit from Field [redacted]. We have a new custom shop that we use now instead of the original shop that made these cabinets in the [redacted]'s house, so we should be able to remedy this in a more expedient manner than the customer has previously experienced.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.
Final Consumer Response /* (3000, 15, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business but with reservations. They have agreed to come to our home to take measurements of the panels and missing cabinet on Thursday Nov 19th, however they have done this multiple times and 12 months later I still do not have resolution. When the panels and door are reinstalled is when I will claim the complaint satisfied. I will not hesitate to request this complaint be reopened if the work is not done in a timely manner.
Initial Business Response /* (1000, 5, 2015/05/22) */
We would like to start off by being perfectly clear: Kitchen Experts of California, Inc. has not committed any crime, fraud or represented anything less than the truth while dealing with this customer. We resent that anyone would use...
those words to describe us and our dealings. Ms. [redacted] states that we sold them a defective range that cannot be repaired because we dropped it when delivering. We did not drop this range during delivery and this has never been proven in writing by anyone. In numerous attempts to speak with Capital Appliance, the company that allegedly stated that we must have dropped the range in question, we have been unable to reach anyone who will stand behind this statement.
The Wiessners willingly and knowingly purchased a full kitchen display of Viking appliances at a significant discount. The complaints about the range were not brought to our attention for 7 months after the installation of the range.
The last contact that my office had with Ms. [redacted] was by email on October 13, 2013 when [redacted] forwarded me an email from Ms. [redacted] requesting his help to get the service issues addressed. I sent a detailed response back addressing each one of issues that had been brought to our Service Manager, [redacted]'s attention and clearly expressed our desire to finish everything up and to make sure that this kitchen was completed to the customer's satisfaction. Ms. [redacted]'s response was that she would like to speak directly to our Owner, [redacted] because she didn't know who I am.
The next thing we knew, Ms. [redacted] had filed a complaint with the CSLB, who established that the complaints about the rest of the kitchen could be easily remedied either by us coming out to fix them or by paying the Wiessners $1040.00 to have it fixed themselves. They also reported that they did not witness the complaints with the range, but that they were a General Contractor and not a specific certified Appliance Repairman. The Wiessners then pursued another avenue of trying to get us to replace their range by filing a claim against our General Liability Insurance. Our General Liability Insurance covers us to the full extent of what is required by the law and did not cover a claim that is not proven nor that was made by a third party.
Ms. [redacted] states that she sent a letter by certified mail demanding a refund of all money paid for defective products, installation and labor. This is true, however, we are not under any obligation to give anyone their money back just because they have demanded it.
Although the Wiessners have attempted to pursue this issue through multiple outlets, we have not been told that we are under any obligation to replace this range and we do not plan on doing so.
We respectfully request that this issue is dropped and that we do not have to put up with any more libelous accusations such as that we have committed a crime or committed fraud. While we do feel badly that one of our customers is unhappy, we feel that we have fulfilled our contract with this customer and should not have to endure any more attacks on our character or on the character of our company.
I do have copies of the emails and reports referenced in this response and will happily produce upon request.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kitchen Experts talked us into buying their display Viking Gas Range, and we were told by the owner, [redacted], that it was in excellent condition, never used, and under full warranty. Only one of the stated conditions were true. Several months went by before we were able to use the oven due to ongoing multiple health issues and hospitalizations of immediate family members. Once we were able to use the oven there was loud banging and clanging coming from the oven,so we told Kitchen Experts about the strange noises coming from the gas range. Kitchen Experts said they would not cover it and that we needed to contact Viking directly regarding the bomb-like noises going off, and shaking when the oven was turned on. We were referred to Viking's rep, Capital Appliances, who inspected it and stated the range sold us was 3 years old, and sustained a bent frame from being dropped during delivery and is not able to be repaired. [redacted] was sent a picture of the bent frame and a written statement regarding the bent frame. He has never contacted Capital Appliances to verify or get additional information for follow up. We want restitution made to us as Kitchen Experts sold and delivered to us a 3 year old unrepairable, defective Viking Gas Range.Once Kitchen Experts refunds our money, they can deal with their people, or whomever they purchased it from to refund their portion. Yes, we are indeed victims of fraud. We will continue to take whatever means are necessary to make this right.
By the way, contacting the CA State Contractors Board and General Liability Insurance is the legal way of addressing such issues. Our objective is to receive restitution from you for the defective range you sold us, not to publicly hurt your business.