Complaints

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:18/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I had a kitchen installed in October 2023 in a new home due to losing my home in the wildfires. Details with MCK Kitchens were discussed verbally and via email between myself and two different employees; **** and Ann. But mainly with ****. **** quit during the design stage and I was passed onto ****. **** and I had agreed that my new kitchen layout consisting of two opposite facing walls would include the sink and the range PERFECTLY opposite each other. This layout allowed for a built-in microwave on the range wall. However, the sink and the range are not perfectly aligned opposite each other and out approximately one inch. One inch does not sound like a lot but in kitchen design it's a lot.
  
  My pantry with the built in microwave does not have enough room for a standard built in; almost an inch too small. The two cabinets directly adjacent both sides of my range are 1" different in width. And my sink is not perfectly aligned in the middle of my kitchen's window. I mentioned this at the time of install and again via email. I was informed the sink was moveable during the quartz countertop install; It was not. I have been in contact with MCK but I am only being given band-aid solutions. The high design price I assumed was for an attention to detail, METICULOUS design.
  
  They are demanding I pay the balance of $4,354.73 in full and then they plan to just reseal the countertop which has come unsealed and to fix the garbage bin drawer which does not allow bins to be removed for cleaning. They also agreed to fix the bubbles in the paint.
  
  I refused to make another payment. I would like all issues resolved including my stove PERFECTLY opposite my sink which was the original plan. This would allow my pantry to increase in size to allow for a standard sized built-in microwave re height and width. And garbage bin fixed, counter resealed, plate rack to standard height as discussed and paint bubbles repaired. Or I would like to have the full balance due waived, $4,354.73

  

  Business Response

  Date: 20/12/2023

  Hi there,

  **** was
  the original designer working with Mrs. ********.  **** decided to leave MCK to pursue other
  opportunities after selections and decisions were made with Mrs. ********, and
  the contract had been signed.  **** prepared everything for production in our facility before she left.

  
  **** turned
  Mrs. ********’s file over to one of our Senior designers (Ann) to follow
  through the installation process.  ****
  and *** went over the file in detail.
  While in
  production, *** noticed that there didn’t seem to be a lot of clearance (height
  wise) in between the floating shelves on either side of the range.  After discussion with Mrs. ********, it was
  agreed that she would prefer those floating shelves to be upper cabinets with
  doors.  *** provided a computer-generated
  drawing to show Mrs. ******** the upper cabinets as they would look on either
  side of the range.  The cabinets in the
  drawing are not the exact same size as each other (this is since
  the upper cabinet on the far left of that run comes down to the countertop it
  would need finished panels installed there).   It was never agreed that the cabinets would
  be the exact same size, although they are close.

  
  It was not
  indicated anywhere on the contract that the sink and the range would be exactly opposite each other.  The range
  center is approximately 71” from the wall and the sink center is approximately
  72” from the wall.  There is 12 feet
  between the sink run of cabinets and the range run of cabinets, so this would
  be considered acceptable in the industry.

  
  Regarding
  the sink center, Mrs. ******** agreed via email to go ahead with the solid
  surface countertop and leave the sink where it was.  She said she didn’t want to hold up
  countertop production over 1/16” of an inch.

  
  Although
  Mrs. ********’s contact did provide the specs for the range, fridge and
  dishwasher, the specs for a microwave were never received.  Therefore, a standard opening was left for
  the microwave.  MCK has offered to
  provide two doors to close in this opening (no charge) if Mrs. ******** would
  prefer to have those installed instead of finding a microwave that will fit the
  opening provided.

  
  The two
  doors above the plate rack are the same height as the other two door uppers on
  either side of the range. That leaves a standard opening for plates, which we
  all know vary in size.  Mrs. ******** was
  unhappy with the fact that her plates didn’t fill the space (height wise) in
  the plate rack, so we offered to fill that space in with a decorative valence
  at no charge.  Which she agreed to.

  
  In
  conclusion, Mrs. ******** signed off on both the original installation sheet,
  and the completion form after we installed the valence above the plate rack. She
  also paid the balance on her cabinetry at that time.
  Once her
  quartz was installed,  we tried to contact
  her numerous times to collect the payment owing on her quartz countertop -to no
  avail.  Only once we insisted on payment
  at 40 days past due, did we receive a list of things she wants changed. At no
  time from the date of completion to the date she finally responded to requests
  for payment did she indicate that she had issues with her cabinetry.

  
  We have
  indicated to her that we have no problem addressing the issues such as paint
  bubbling on a door and the garbage unit not pulling out far enough, but only once
  her balance is paid.  We offered to
  re-caulk the countertop to the wall since she is unhappy that this has cracked.  I can assure you that the quartz countertop
  has not moved but that her wall has pulled away with the change in
  temperature.  My point is that we are
  offering to work with her, but we believe we should be paid.

  
  As of this morning,
  Mrs. ******** has agreed to pay us $4000.00 ($2500.00 today and $1500.00
  tomorrow).  We will schedule a service appointment
  early in the new year to take care of the caulking along the countertop to the
  wall, the bubbling in the paint on a pantry door, the garbage unit not pulling
  out far enough and install two doors on the existing microwave opening.  After these items are taken care of, MCK will
  expect the balance of $354.73 that is owing on her account.
  I have
  attached some email correspondence for you to review.  If you have any questions, please don’t
  hesitate to contact me.
  
  

  Customer Answer

  Date: 20/12/2023

  I hit REJECT option because I was forced by them to agree.  I did pay them $2500 today and will pay another $1500 tomorrow and expect they will do as they say but I do not agree with their response. The main issue is that things that were said verbally between myself and **** were never transferred to paper. The sink was to be centered in the window and exactly opposite the range. I have OCD and I can assure you that was very important to me as I indicated to ****. I picked MCK because I was informed they paid great attention to the smallest detail.

  Also, I was forced to agree with MCK because they stated via email if i did not pay them by noon today then they would place a builder's lien against my new home, that was rebuilt after the wildfires. I've honestly had enough stress in 2023 and could not deal with the added stress of filing a claim in Small Claims Court against them. 

  Yes, I did agree as they said through this process but I also mistakenly trusted them to center the sink and stove opposite each other. I trusted them to do a precise job; not overcharge for a mediocre one. My error is not having everything in writing. Their error is not providing a contract with all the detailed measurements vs a simple PDF drawing that is misleading.

  My opinion is that they are more efficient at making it seem the customer did not indicate their wishes clearly then they are are designing kitchen. I am truly dissatisfied with their work and as I said I only agreed because they threatened me with the builder's lien. 

   

  
  

  

  Business Response

  Date: 21/12/2023

  Hi there,
  Because the
  client took so long to respond to us regarding payment, MCK had a short window of
  time in which to place a lien.  The last
  thing MCK wants to do is place a lien on a client’s property, and we do not
  take this action lightly.  We wanted to
  make sure the client was aware that if payment was not received by a certain
  date/time then we would need to take further action.
  The client
  had almost six weeks to contact us regarding payment before the email regarding
  a lien was sent, and she did not.
  MCK has no
  problem completing the services I listed on my previous correspondence; however,
  we do feel that the client is being unreasonable regarding her other
  complaints.
  On the back
  of our contract that our clients sign, number 13 states that MCK will not be
  held responsible for any verbal agreement between the buyer and MCK
  representatives.  The reason that we have
  this on the back of our contract is so items that may be of utmost importance
  to our clients can be clearly indicated to avoid omissions or instances of ‘he
  said, she said’.
  
  

  Customer Answer

  Date: 22/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21025599, and find that this resolution is satisfactory to me.

  But I feel BBB was not helpful and that MCK is very adept at fending off customer complaints; likely due to extensive experience.
  

• Initial Complaint

  Date:26/10/2022

  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.

  Initially met with designer on Feb 9, 2022.
  Met at site of two existing homes being copying (the second a copy of the first and done by her) and at site of the new home on March 23.
  Paid $11,315.97 deposit on March 28.
  Initial install appointment with designer called to site because of numerous issues on May 12. Reluctantly paid $14,973.95 with only $2,000.00 holdback.
  Emailed detailed description of outstanding issues as requested on May 17.
  Received email that designer will call tomorrow on May 18 but she never responded.
  Emailed again with wish list of fixes on June 16.
  Met with designer at site of new home to again review issues on June 24.
  Install appointment for fixes with very few resolved on July 14. Emailed list of numerous issues remaining after appointment.
  Another install appointment for fixes, again with very few resolved, on August 4. Emailed list of the same numerous issues after yet another appointment for fixes but she never responded.
  Emailed reminder and images of a few issues and a product that was agreed on in March on August 18. Received email that designer will reply by end of day but she has never responded to date.

  

  Business Response

  Date: 03/11/2022

  Our designer met with client yesterday and took a detailed list of what needs to be addressed.  There were a couple of misunderstandings between client and designer regarding roll out shelves and a file drawer, but we are confident that we are clear on what she is looking for now.  MCK is also addressing a couple of installation issues at this client's home, one being a pantry end panel not being cut properly as well as the glass in her upper doors that is not 'cleanly' installed.  We are calling to book a time to complete this with the client near the end of next week (if that works for the client).

   

  ***** *******

  Office Manager

  MCK Kitchen and Bath

  ************

  

  Business Response

  Date: 18/11/2022

  In an
  instance such as this where the client is claiming deficiencies and contacting
  the BBB, it would be of utmost importance to be sure what you are signing off
  at the end of the visit (that was set to correct these deficiencies).

  
  I am not
  sure what the client is referring to when she says she was repairing drawers
  and applying caulking, but our installers would have been happy to address any of
  these things when they were on site for the completion.

  
  As I stated
  previously, the pantry slides and file drawer were a miscommunication between
  the client and the designer.  The
  designer provided the ones we standardly provide, but the client indicated that
  she was expecting something different.  In an effort to make the client happy and give her what she expressed
  she wanted, we returned to reinstall these.

  
  MCK doesn’t
  offer monetary compensation.  We are a company
  that has been in business for over 33 years, and we take pride in the fact that
  we finish the job correctly.  If that means
  we must return to do so, we make a point to set times with the client at the
  client’s convenience.

  
  Unfortunately,
  we will not be providing the door that she is looking for or any other service
  to this client until her balance has been paid. 

  Customer Answer

  Date: 18/11/2022

   I am rejecting this response because:
  
  
  Again, this idea of a miscommunication between us and our designer is simply not true. The designs for the entire project, including the bath and laundry, were originally from a previous project with ****** *********,  copied and repeated in a second project by this same designer at MCK, and taken to her again for this project. There was no miscommunication on what we wanted and the designer was at both previous sites prior to us starting this project in the spring.
  The pantry slides and file drawer were both viewed by the designer at that time and we made it very clear that we wanted them duplicated in this project. For MCK to say that they provided their standard ones and we indicated afterwards that we expected something different is an outright lie. And they didn’t simply return to correct the problem. They were all made incorrectly even the second time, requiring four install appointments over a full six month period!
  And our designer knows that we reinstalled the unlevel gallery rods in the drawers and purchased and installed a second set for every drawer. She also knows about the lack of caulking because she took pictures of the open gap between the wall and pantry side panel when she was here on November 2nd.
  I agree that it was very important to be sure what we were signing off on but the deficiencies in question were actually corrected at that fourth install appointment on November 10th. Our only complaint now is the one cabinet door that was replaced without our knowledge at that appointment. The sheen, and possibly the colour, is different and I attached a picture showing the deep depressions from the handle that was installed on the fresh paint. The handle was not plumb and correcting it left some of this depression visible. It is indeed unfortunate that MCK is not interested in providing the original door that they took from our kitchen.
  I don't think it matters how many years MCK has been in business. I believe they used to take pride in their work because the first time they copied our original project they did a fantastic job. This time they didn't. After 6 months, numerous appointments, and now knowing that MCK does not value our time enough to offer compensation, there is no longer a convenient time for them to continually return to supposedly finish the project correctly.