Complaints

This profile includes complaints for Merit Kitchens's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Merit Kitchens

  150 19888 Langley Bypass MKDC Langley Langley, BC V3A 4Y1

  
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  Merit Kitchens

  1 6130 4 St SE Calgary, AB T2H 2B6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Kitchen cabinets and countertops ordered Dec 22, 2022 ($13,696.99 paid, $3150 previously paid). Later that day after placing the deposit, Merit Kitchens' installer came to the house again to check measurements. ***** changed the measurements to the cabinets around the fridge.-On Dec 30, 2022 my wife and I returned to Merit Kitchens and signed the revised drawing which changed three cabinets dimensions. The Merit Salesman marked the drawing 'initials', I signed the drawing, ***** scanned it and gave me a copy. Merit Kitchens built the cabinets to the Dec 30, 2022 drawing.-Feb 13, 2022 the remaining balance $13,696.99 was paid. The complete order was fully paid before Merit Kitchens made delivery of any items.-Merit Kitchens made several errors: did not centre the cabinets around the existing kitchen window; the design drawing incorrectly located the hinges to the corner base cabinet to the right of the stove and the door could not be properly opened; the cabinets were not installed per the revised drawing, even though the cabinets were built to the revised drawing and the installer had the correct drawing at our house. Also Merit Kitchens delivered someone else's fridge panels to our house and did not pick it up until we pursued this. The countertop backsplash was not milled to 3/4" thick and the incorrect pieces were installed. More rework, more delays.-After becoming exhausted dealing with Merit Kitchens on these issues I agreed to the President's partial offer of compensation as he did not agree to pay the token $1500 I said was the minimum I would accept in lieu of having Merit Kitchens correct their installation mistake for the stove opening per the final drawing.-It's unacceptable that Merit Kitchens accused me of fabricating a story of the final drawing that they claim not to have. I want an apology each from ********************** and *****; plus a copy of their Corrective Action Report (CAR) showing how they plan to prevent this from happening in future.

  

  Business Response

  Date: 10/07/2023

  Thank you for your patience. 
  
  This order went through a few changes. All was completed and settled. See below email between the clients and Merit head office. 
  
  Substantial completion reports attached for:
  April 11, 2023, and 
  March 24, 2023.  
  
  After some back and forth between the parties, they came to the agreement of $1,000.00 paid to the client upon completion. This money was paid to ******************* 
  
  Please advise of next steps.
  Thank you. 
  
  
  Kind ************************************************ Team

  Customer Answer

  Date: 10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Merit Kitchens response completely ignores the complaint which is to accept responsibility for revising the kitchen layout drawing, getting me to sign the drawing Dec 30, 2022 accepting the changes, then building the cabinets to the drawing, then providing the Dec 30th drawing to the installer who then failed to follow the spacing per the drawing.  Merit Kitchens continues to deny their final drawing and yet it is the only drawing which has the correct dimensions for the cabinets which have been installed.  If the Dec 30th drawing does not exist then how come ************************* writing and my signature are on the final drawing, the installer left his copy of the drawing at my house and the cabinet dimensions only match this drawing and not the previous version which Merit Kitchens is saying is the correct drawing?  There is no mystery here.  A tape measure easily confirms the correct final drawing.  Merit Kitchens continues to ignore the facts and is following the same pattern of trying to shift the focus away from addressing the mistakes they made on project, rather than do the right thing, which at this point would only amount to a written apology from each person from Merit Kitchens involved: *********************, ******************************* and ***************************, for their ************ ** ** *** ** **** **** **** ***** *******, acknowledging having the correct final drawing and issuing it to the installer, along with a copy of Merit Kitchens Corrective Action Report outlining what they will do differently in future to prevent their mishandling of a customer's documents and quality control steps to catch their installation mistakes in a timely manner that allows for the right corrections to be made.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 21/07/2023

  He agreed to the resolution that he himself, and the president, worked through. His deficiencies were taken care of, and the $1,000.00 was given to him.  And he accepted the monies. 
  
  We are unclear what is left to be evidenced or provided at this point.  Please advise. 
  
  Thank you. 
  

  
  

  Customer Answer

  Date: 23/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Merit Kitchens has not provided a written apology from each person from Merit Kitchens involved: *********************, ******************************* and ***************************, for their mistreatment to me and my wife over the final drawing, acknowledging having the correct final drawing and issuing it to the installer, acknowledging they failed to find their installation mistakes by not installing the cabinets to the dimensions of the signed Dec 30th final drawing and providing to me a copy of Merit Kitchens Corrective Action Report outlining what they will do differently in future to prevent their mishandling of a customer's documents and quality control steps to catch their installation mistakes in a timely manner that allows for the right corrections to be made.
  
  Sincerely,
  
  ***************************