W T Leggett Company

August 27,2015Revdex.com400 Holiday Drive, Suite 220[redacted]RE: Revdex.com Complaint ID#[redacted]Leggett’s designer did spend 3 months planning and designing the Bathroom with the customer. Normally, the Designer gives the customer many options for each phase of the bathroom project...

that is going to be changed. After many hours of planning the CUSTOMER makes the final decision on what products are to be purchased and installed. When Leggett presented the contract, the CUSTOMER decided that they wanted to save money by taking charge of the purchasing of materials themselves thus saving the cost that LEGGETT would charge for managing that portion of the project. The CUSTOMER bought the TILE and all the bathroom fixtures. They only wanted Leggett to install the products they themselves bought.After the project started, the CUSTOMER repeatedly asked for changes to the final approved plans reflected in the contract. For example, after all the tile was installed, the customer stated there was to be a seat installed in the shower and that there were to be recess fixtures in the shower. However, these products were never given to the tile installer to install and the CUSTOMER did not buy tile materials to install a seat, nor was the seat structure ever built to receive a seat. The Medicine cabinets provide by the CUSTOMER were only made to be installed on the surface of the wall. Leggett installed the materials that the CUSTOMER provided. We were not party to these purchases and were only informed of the changes desired by the CUSTOMER after their products were installed. The plans that the installer worked off were provided by the tile company and attached to the contract. This is what the tile company gave for us to follow. If Leggett makes a mistake we correct it at our expense, but if the customer buys the materials and we install what is purchased by that customer and it is wrong, then the customer must buy new materials and give Leggett the new plans and pay for those changes. This was evident with the replacement countertop. The vendor we use to provide the countertop brings the completed countertop to the customer's house to be installed. They do not drill for the faucet until they have the CUSTOMER'S faucet in hand. The Countertop vendor drilled for three holes faucets. The CUSTOMER said it was wrong that there should only be ONE hole faucet drillings. Since the customer insisted that they did not tell the installer to drill for THREE hole faucets, the vendor provided the countertop at no charge, The countertop vendor wants to be paid for the second installation and a larger backsplash to cover the damage caused in the removal of the first top. Also, Leggett had to send two people to the house to remove the top and backsplash. This is what the final INVOICE for $780.00 is for, and when Leggett receives this payment, the job will be complete.Leggett has sent employees on numerous occasions to clean and try to satisfy this customer, but to no avail. Leggett and all the other vendors on this job will only communicate with this customer by email because we have been accused of saying things that we do not recall ever saying. Therefore, we will only communicate in writing.Sincerely, Daniel C. M[redacted] President Leggett Kitchens

Poor service regarding a safety concern in my new kitchen.

Review: We spent 3 months planning the bathroom project in person, through email and on the phone. Once Leggett received our deposit and signed contract, the project went down hill. We notified them on several occasions we needed non-smokers at the home due to health issues and that the project had to be completed by June 5th. They started mid May and the project is still not complete (Mid Aug.). Most weeks were a 4 day work week. They sent mainly smokers to my home. They did not build the wall, recess the medicine cabinets, or build the seat or niches in the shower. Even though these things were discussed in person, on the phone, in email and in front of other people (ex: The Tile Shop manager), the owner of Leggett, said since they are not word for word in the contract they are not obligated to do it and he hopes I have learned my lesson for the future. Everyone they sent to our home said what a bad job the previous worker did and that it was not a quality job. The walls were badly sanded and grout mixture was left on the floor and walls. It took Leggett three attempts to clean the walls and floors. There are still lines drawn on some tiles. The bathroom door has paint removed on one side and wood missing from the other. The faucets are low flow when turned one direction. The holes for the 2 faucets on the countertop around the sink were drilled wrong. There should have been one hole per faucet instead of three. The faucets we chose were all in one unit. I was told it would take 2-3 weeks to get the new countertop normally but redos go quicker. Two and a half weeks later when Leggett would not tell me when it would be coming in I called [redacted] directly and they said it was never ordered until the day before and it was not ordered as a redo or a rush job. Leggett now wants me to pay $780 for the second countertop. The owner will not take my phone calls. He will not answer my emails and has refused a 3 way conference call with [redacted].Desired Settlement: - Retract bill for $780.00 for the second countertop. - Reimbursement for sanding and repainting of walls. - Reimbursement for tile being cleaned. - Reimbursement for replacement of damaged door.- Faucet flow fixed.

Business

Response:

August 27,2015Revdex.com400 Holiday Drive, Suite 220[redacted]RE: Revdex.com Complaint ID#[redacted]Leggett’s designer did spend 3 months planning and designing the Bathroom with the customer. Normally, the Designer gives the customer many options for each phase of the bathroom project that is going to be changed. After many hours of planning the CUSTOMER makes the final decision on what products are to be purchased and installed. When Leggett presented the contract, the CUSTOMER decided that they wanted to save money by taking charge of the purchasing of materials themselves thus saving the cost that LEGGETT would charge for managing that portion of the project. The CUSTOMER bought the TILE and all the bathroom fixtures. They only wanted Leggett to install the products they themselves bought.After the project started, the CUSTOMER repeatedly asked for changes to the final approved plans reflected in the contract. For example, after all the tile was installed, the customer stated there was to be a seat installed in the shower and that there were to be recess fixtures in the shower. However, these products were never given to the tile installer to install and the CUSTOMER did not buy tile materials to install a seat, nor was the seat structure ever built to receive a seat. The Medicine cabinets provide by the CUSTOMER were only made to be installed on the surface of the wall. Leggett installed the materials that the CUSTOMER provided. We were not party to these purchases and were only informed of the changes desired by the CUSTOMER after their products were installed. The plans that the installer worked off were provided by the tile company and attached to the contract. This is what the tile company gave for us to follow. If Leggett makes a mistake we correct it at our expense, but if the customer buys the materials and we install what is purchased by that customer and it is wrong, then the customer must buy new materials and give Leggett the new plans and pay for those changes. This was evident with the replacement countertop. The vendor we use to provide the countertop brings the completed countertop to the customer's house to be installed. They do not drill for the faucet until they have the CUSTOMER'S faucet in hand. The Countertop vendor drilled for three holes faucets. The CUSTOMER said it was wrong that there should only be ONE hole faucet drillings. Since the customer insisted that they did not tell the installer to drill for THREE hole faucets, the vendor provided the countertop at no charge, The countertop vendor wants to be paid for the second installation and a larger backsplash to cover the damage caused in the removal of the first top. Also, Leggett had to send two people to the house to remove the top and backsplash. This is what the final INVOICE for $780.00 is for, and when Leggett receives this payment, the job will be complete.Leggett has sent employees on numerous occasions to clean and try to satisfy this customer, but to no avail. Leggett and all the other vendors on this job will only communicate with this customer by email because we have been accused of saying things that we do not recall ever saying. Therefore, we will only communicate in writing.Sincerely, Daniel C. M[redacted] President Leggett Kitchens

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.August 30, 2015Revdex.comATTN: [redacted]RE: Revdex.com Complaint ID [redacted]Dear [redacted]:The document (16 pages) that we initially submitted to the Revdex.com is still accurate and true. This response will address the comments from the owner of Leggett included in your most recent letter dated August 27, 2015.We did pay for the tile and bathroom fixtures on our own, per the instructions of Leggett’s Designer.The owner of Leggett was not in on any discussions of our bathroom project. However, Leggett’s Designer was part of all these discussions. The only change that was requested after the start of the project was to install shelves for a foot rest (for shaving), shampoo and conditioner bottles, etc. since Leggett refused to install the seat and niches, that was discussed in person with Leggett’s Designer and the manager of The Tile Shop on April 17, 2015, one month before the project ever started (Please see attachment A). The drawings, from Leggett also show the wall, that was to be built between the toilet and sink area (Please see attachment B1 & B2). We were told before we signed the contract, this would require the plumbing and sinks to be moved 3-4 inches to accommodate the wall. When the inspector came out he said the wall could not be built because the plumbing would have to be moved 3-4 inches to accommodate it, and Leggett did not do this to begin with and all the plumbing would have to be redone in order for the wall to be built.According to the owner of Leggett, the medicine cabinet provided “was only made to be installed on the surface of the wall”. The medicine cabinet Archer K-3073-NA says it includes mounting hardware for surface or recessed installation (Please see attachment C). Even though it was discussed with Leggett’s Designer to recess the cabinet they did not do it.The owner of Leggett says Leggett was not party to these purchases. Then why is the bill from [redacted] in Leggett’s name (Please see attachment D1)? Why did the designer of Leggett tell me that Leggett would be paying for our medicine cabinets (Please see attachment D2)? Why did the designer of Leggett pick up the order and deliver it to my home (Please see attachment D1 again)? Why does the bill for the additional $780.00 say in the notes “based upon selections made with Leggett’s designer” (Please see attachment D3)?According to the owner of Leggett “The vendor Leggett uses to provide the countertop, brings the completed countertop to the customer’s house to be installed. They do not drill for the faucet until they have the faucet in hand”. Why then did the vendor never come to my home until the second countertop was installed? Why did Leggett have their construction manager and another employee install the initial countertop? Why did the construction manager tell me the fabricator drilled the holes wrong (Please see attachment E1)? Now the owner is saying the vendor drilled the holes? So was it the fabricator or the vendor? The original order from [redacted] was for a faucet with a one hole drill (Please see attachment E2)? Leggett has always made us sign a change order before they would proceed with the project. If they truly felt we should have paid for the new countertop they would have sent us a change order before the second one was ordered, but they never did.Leggett did have to send two people to my home to remove the countertop that was drilled wrong to begin with. When they forced the removal it did make large holes in my wall that had to be covered. We are not responsible for the holes being drilled wrong. Not only were 3 holes drilled when there should been only 1 hole, but also they were not in a line and they were not evenly spaced. Had the vendor came to my home and had the vendor seen the faucet, they would have known it was for a one hole drill and if that was something they could not figure out I was readily available during the install. Whoever dilled the three holes to begin with is responsible for the additional payment, not us. I did convey this to the owner of Leggett through two emails dated August 14, 2015. I also tried to call to discuss this with Leggett, as I was told to do on the bill. But as the owner has told you himself he will supposedly only communicate in writing. If it is true, that he will communicate in writing, then why has he not responded to the emails I sent on July 13th, July 24th, August 10th and August 14, 2015?Yes, Leggett did send someone to my home three times to try to clean the bathroom. This is due to the fact Leggett, let grout sit on my bathroom tile and walls from June 11 - July 10, 2015. Sundin Tile started to clean on July 3rd but told me Leggett only told them to finish grouting and they were told it would be a half day job. After spending half a day cleaning they said they did not have the time to clean up someone else’s mess. Leggett did not attempted to clean again until July 10th (Please see attachment F1) and then again on August 10th for the 3rd time (Please see attachment F2). To see how my bathroom currently looks and how Leggett cleans (Please see attachment F2 & F3). Also, since Leggett will not repair the poor job they did of finishing the walls (spackling, sanding, painting), the bathroom door where they left painter’s tape which removed paint off the door (Please see attachment F3 again), or cleaning of the tiles with the lines on them, we have had two additional contractor’s come to determine what is needed and we are awaiting their quotes. This will also add additional cost that we need to incur in order to complete the project that Leggett should have done properly in the first place.Yes, Leggett will no longer communicate with us but I have had no problems with their vendors. The plumber, the tile company and the glass company have all given me their business cards. Those companies along with the fixture company have said to call them when we start planning our master bathroom project.The designer we worked with was either fired or he quit with no notice to us. Leggett fired the first tile man and the person who was at my home the most quit with no notice. I think that says a lot about how the Leggett Company is run.Sincerely;[redacted]