Kitchen Experts of California Reviews (%countItem)
Kitchen Experts of California Rating
Address: 7055 Commerce Cir Ste C, Pleasanton, California, United States, 94588-8031
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If I could give a negative star I would! This company is terrible. They did a horrible job on our kitchen remodel, were impossible to get a hold of and had NO customer service. They made decisions on the remodel WITHOUT consulting us that caused final design issues and ultimately damage to our kitchen. When confronted about it they blew us off. Now, nearly 5 years later, when we are trying to sell our house we see that they never finalized and completed the inspection process!!! And once again, no communication back from the company when we reached out to them. Do NOT use them for any remodeling - you are much better off going someplace else even if it’s more money. Will save you in the long run.
Kitchen Experts of California, Inc. does regret that this customer is feeling that we are a terrible company, but we have to say that we respectfully disagree with this review on several aspects. To say that we are terrible, did a horrible job on the kitchen remodel and were impossible to get a hold of is simply not true. We have several dozens of emails to back this up. In fact, we received an email from this customer a year after the project stating how much they loved their kitchen. There were a lot of moving parts of this kitchen remodel but there would never be a time where we made decisions without consulting the customer-especially ones that would result in damage to the kitchen. We are not sure what is being referred to when it is stated that we were confronted and we blew them off. The last interaction that we have is from 2017 regarding an out-of-warranty issue that we did not offer to service without a charge. Not sure how this should be considered being blown off. If there are other interactions that are being referred to, we cannot find them in our system either by phone or email so our genuine apologies if this felt like we did not take something seriously.
As far as the issue with the final inspection goes-we literally were alerted this morning regarding this issue and 3 hours later this review popped up. We have now responded after reaching out to the City to get some answers regarding this inspection. We are not sure what happened at the time-the paperwork clearly states that there was a final inspection and for some reason it was listed as not completed. We have been in contact with the City and have responded to this customer as quickly as we could and are serious about making sure this is taken care of.
Again, we regret that this customer has taken our actions as terrible, horrible and impossible. We literally are surprised by this because in reviewing the email communications from the project this was a good customer and we had a successful project at the time. We would never say that we are perfect, but we always strive to make sure that we take care of our customers. We will do so with this Final Inspection issue of course but we do not appreciate the social media campaign against us when we have not even had a phone conversation to try and resolve the obvious difference of opinion of what actions should have been taken.
Kitchen Experts has abandoned the Kitchen remodel projects. It has been 5 years since the contract with KitchenExperts was signed. Since that time Kitchen Experts has been delaying or not following through with the project. There has been a lack of reasonable diligence by Kitchen Experts in executing this project. In addition we have been misled and given false statements by Kitchen Experts employees during the contract signing. We have paid Kitchen Experts an initial $1000 at contract signing (May 2013) and an additional $14793 (July 2013 ) for blue print.
Kitchen Experts, while understanding that this has been a frustrating process for our customer, takes issue with the fact that we have been accused of abandoning this project. We have had difficulty with this customer understanding exactly what it will take to build their kitchen and were never able to come to an agreement on the scope of work despite many attempts to do so. There were several events that took place on this project that delayed any kind of start:
1. The contract signed in May 2013 is from a previous ownership and business license and we have been in need of signing an updated contract with this customer. We have still not been able to do so. We have been up front and honest from the beginning and let the customer know what the process is to proceed. Kitchen Experts has never delayed this project or not followed through. Every attempt that we have made to get a decision from the customer on layout, plans, materials, appliances, etc. has been met with the customer informing us that they are not ready and had to think about their decisions. How can we do any more "reasonable diligence" with this customer when we do not have an agreement of what they want built?
2. We sent our Blueprinter out on several occasions to discuss design and layout of the kitchen and presented options of the design each time. We still do not have a signed off approved blueprint.
3. In addition to the Blueprinter, we sent out our Lead Designer as well as our previous owner to the home on multiple occasions to try to assist with the design process and make sure to get this project going as quickly as possible.
4. There have been separate occasions over the years where the customer has come to the showroom to confirm materials and left with samples and the promise to get back to us and confirm materials. This has never happened. We have called numerous times to follow up on every one of these visits over the years and have not had responses from the customer.
Despite what has happened over the years, we have been up front and honest about what has been happening and the process required for this customer to move forward. We do not appreciate being portrayed as a company that misleads, lies to and abandons our customers. This is simply not the case now or ever. Kitchen Experts builds hundreds of kitchens a year and is not in the habit of begging a customer to start before they are ready. We continually reached out to this customer and when they did not respond, we assumed they were just not ready. It is not until now that they are even mentioning that they want their money back.
We have a new ownership in this company and are more than willing to continue with this project provided that there are guidelines set on both sides that will be met. The first requirement will be that we write a new contract. This is not something that we will compromise on. We have a contract that is 5 years old that we cannot honor because of the time and also the fact that we are not that company any longer. We are willing to put the monies paid towards the new contract but need everyone to be aware that since we have not confirmed the scope of work or materials and layout of this project that there needs to be a new contract executed.
Complaint: ***I am rejecting this response because:
As you notice on the attachment, as early as 2015 Kitchen Experts never presented to us a new contract . During 2014 Both the Salesman( michael Meredith and his assistant(Travis Roth) where fired due to telling customers misleading statements. No Project manager was ever assigned to this project. We where never informed of a new owner during 2017. We still feel we where totally misled by the salesman. There has been a lack of reasonable diligence by Kitchen Experts in executing this project.
Sincerely,Thomas
Contractor came and began work middle of July. The electrican they hired to performed new wiring seemed incompetent. He left partial eclectricty out for three weeks. Electrician was confused when the inspector said he needed to replace the electrical box and correct his wiring mistakes, he became frustrated. As a result, when we use one of the outlets, it trips the GFI and the entire wall of outlets, and the microwave will shut off the breaker in garage. We called and conveyed our concern and Alan promised to send the same confused electrician to fix. He did not. They then refused to come out and repair. Alan claims it is the fault of the new Bosche range we purchased from them. They scheduled a Bosche, BSH Home Appliance Corp. on 10/6/17. The service man said there is nothing wrong with the range, it is the electrical wiring and he suggested they send a qualified electrician. Kitchen Experts has ignored all calls and attempts to resolve. They are refusing to send us our warranty papers for appliances that are paid for, until the remaining balance has been paid. Their contracts states final payment may be withheld until satisfactory completion. We have photos of all unsatisfactory work and would be happy to supply. Cabinets not flush with wall, trim, etc. The ceiling trim molding not even. The wood floor installation has an incorrect threshold making it dangerous if you are not careful. We paid an outside worker to inspect and he confirmed not enough glue was used to secure the plywood. Kitchen Experts, after receiving $49,300, have been extremely difficult to work with. We will need to pay a licensed electrician to come out and inspect and repair wiring. The electrian Kitchen Experts sent twice refuse to come back because he said, he is right, we don’t have a problem. Which is funny since the GFI trips every time we use our outlets. They also did not properly finish the granite countertops which have cracks and grooves on surface where liquid and food can collect.
Kitchen Experts is always looking for ways to improve and we definitely want to complete our jobs and make sure that our customers are all taken care of. However, we do not appreciate when our customers use social media and other means to attack our character and not give us a chance to finish out the project. This is the case here. As soon as we heard that the customer was not happy, we sent the Foreman out to the house to complete the remaining items. We have corrected the electrical and all of the open items at this home.As far as the countertop goes, it is a granite countertop-which is a natural stone-and there are not cracks in the countertop, there are natural fissures that are present when the customer picks out the stone in person. We have serviced the stone and re-sealed the countertop, so there should not be any problems.
Our Owner contacted the customer and discussed the open item issues and the customer agreed that we can come out and finish the items, which we did.
The customer is correct, we do not typically send the entire warranty paperwork until the project is completed and paid in full. The warranty does not start until the project is paid in full. We will be contacting the customer again regarding the final balance and any remaining open items. We are more than willing to go out to the house if there is anything that we are missing. We want our customer to be happy with the final product and will work to do so.