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:02/10/2024

  Type:Product 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.

  We got our kitchen remodeled and the product that was used is NOT kitchen worthy. The product does not stand up to heat --- this is a product installed in a kitchen were heat resistance is a must as we have appliances such as a stove, dishwasher, air fryer, toaster oven that all give off heat when in use. When using these appliances the product used delaminates and starts to peal our cabinets. When I call for warranty, we are told that it is not covered as heat damage is our fault. THIS IS A KITCHEN, there is appliances that give off heat every day.

  Business Response

  Date: 03/10/2024

  On Tuesday May 14, 2024, the owner was booked to come out to your home to have a look at the door in question that rest directly beside the right side of your oven. Unfortunately, you failed to show up after you confirmed with the office that morning you would be there at 11:00 on time. You did not show up at 11:00 and to keep his schedule for his next appointment he could not wait any longer and had to leave. He saw your pictures you had sent in and had determined that the default was a cause of heat damage from your oven, most like the cause of a faulty seal that is typical with older appliances. It was explained in a previous email when a door malfunction due to manufacturing default the material will droop and hang. When the product is defective due to heat damage the product will shrivel and shrink. In which this is what shows on your door. In March of 2022 we replaced 2 upper doors that were previously damaged by heat or steam out of curtsey.  It was explained to you then the importance of moving your high heat appliances away from underneath the upper cabinets to allow the heat and steam to escape as it was explained at the initial signing of the contract appointment as well. Our alternative option we have given you, is to bring the door in for us to send to the manufacture for them to determine the default of the door in which you responded with you would bring the door in on October 11. It is highly recommended to have your oven seal tested and checked by a license appliance repairman.

  Customer Answer

  Date: 08/10/2024

   
  
  Complaint: 22372474
  
  
  
  I am rejecting this response because the complaint is not about the fact that there was heat damage or not.  The complaint is that material was installed cannot withstand the normal use of a kitchen on a daily basis.  In regards to the comment that my oven is old and is leaking heat---how was this fact determined as the source of the issue?  It has not been inspected by Kitchen saver staff or any appliance technician by Kitchen Saver.  However, I did get the appliance inspected by a appliance technician, and it was determined that my 5 year old  gas oven is NOT old and is in perfect working condition and does not have any leaks.  The heat that does come off the appliance is normal for the oven.  This is the exact same oven that was in my kitchen when we were provided an quote and when the kitchen was installed.  I also went to the extend to have a well known kitchen company come out to inspect my kitchen, and was told the the material used in my kitchen is good for bathroom usage and not recommended for kitchens as it will not withstand any heat that a kitchen will normally release by the use of its appliances.  He actually indicated that he was pretty shocked that we only had 2 cabinets have heat issues in the time that we have had the kitchen installed.  My kitchen is used every day, baking, and using the stove top, air fryer etc.....and the old kitchen was removed was able to withstand all this usage and never did I have any heat delamination or discoloration.  We only decided to change the kitchen because we wanted to update the old oak kitchen to something more up to date.  We regret using this company to do this as they do not stand up to their product and seem to pass the blame to the customer instead of taking ownership that their product that was used is not meant for daily kitchen use.

  Sincerely,
  

  
  
  
  Nadia Alcaidinho

• Initial Complaint

  Date:21/11/2022

  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.

  We purchased a refurbished kitchen in 2020, August was the installation.
  
  While doing some detailed cleaning I noticed the resurfacing was melting away from the cabinetry. I reached out to kitchen savers several times without a suitable outcome. I sent pictures and they stated that heat damage is not covered by warranty. I explained these cabinets are installed around heat sources and asked where this was identified as a warranty disqualifier. They only responded that this was not covered. I believe this needs to be identified during purchase and I am still requesting the repairs to be completed. They will repair but want me to pay for the repairs.
  Just a note, September of 202 I reached out as the black paint on the hardware was wearing off, and her response was to touch it ip with a sharpie marker. I asked are you serious. She responded , yea that’s what I do. I found this to be a disappointing response.

  Business Response

  Date: 23/11/2022

  ******** **********, your initial call regarding this service work was on May 9,2022. The office returned call on May 9 leaving a voicemail to call the office back. There was no response. Another phone call from the office leaving a voicemail on June 3, 2022, with again no response from you. You eventually reached out with an email on July 2nd to which we reached out again with no answer, leaving a voicemail and no response and yet another on July 7,2022 leaving the 4th  voicemail with no response from you. Communication followed through email responses. The following are the response emails explaining that homeowner heat damage is not covered under warranty. 
  
  HI ********, I can get you a price to replace the heat damage. I will need the door sizes width X Height and the total length of light valance that needs to be replaced from where the miter cut to miter cut meets at the angles of a new piece. Payment is due upfront we accept **** ** ****** ****. Please let me know if you would like them just supplied or for us to reinstall.
  
  Steam releasing appliances: Coffee makers, kettles, toasters and Air Fryer. These counter top appliances in your pictures can produce a lot of heat and steam right beneath the upper cabinets. Miss use of these appliances will cause steam to travel across the doors and eventually cause steam burn or even melt your cabinets. A few ways to prevent heat damage is to ventilate. Using a proper working hood vent with regular maintained filters and moving your appliances from underneath the cabinets to allow heat and steam to escape is by far your best line of defense to protect your cabinets. That and common sense will help preserve your cabinets for many years. Using such appliances underneath a kitchen cabinet is also a fire hazard. As you may expect, toasters can get quite hot, reaching temperatures of up to 350 degrees Fahrenheit or 176 degrees Celsius. Boiling point of a tea kettle can reach up to 212 degrees Fahrenheit or 100 degrees Celsius. There is no such material that is heat sustainable.  Best rule of thumb anything that is too hot to hold your hand over is too hot underneath any material that it cannot escape. As stated in the response email earlier on August 22,2022 we do not warranty heat damage as it can be avoided with proper use of such appliances with using them out and away from underneath of kitchen cabinets and the use of a range hood above the stove. All in which ways to extend the life of your kitchen cabinets. 
  
  Previous email is self-explanatory. Heat damage caused by the homeowner is not covered under warranty. We will not be replacing the heat damaged doors and light valance, but we can service at a cost as stated before. 
  
  End Responses.
  
  We feel we have given you a justified explanation on why this is not a warranty situation. Lastly, this is the first the office has been brought aware of any handle service issue. We do not suggest to our customers to use a sharpie. There is no warranty on handles, but we do understand over time one or two may scratch with rings and nails. If there was an issue with the exceptions of signs of abuse, we would have been happy to have supplied one for you free of charge to pick up for you to reinstall. 
  

  Customer Answer

  Date: 24/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  there was no explanation at time of purchase that heat damage was not a warranty item. I have asked as you can see in their response to identify where this was identified with the purchaser. I expect these to be repaired at no cost. I am happy to bring in the damaged doors but am not able to bring in the damaged crown mold. I will except the handles to be provided free of charge as that was not identified as an option. And I was instructed to use a sharpie.

  I’m closing, how can cabinetry be installed in a kitchen that does not stand up to heat. 
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 24/11/2022

  To conclude, we have tried to explain to you repeatedly, homeowner abuse is not covered under warranty, nor will we be replacing your heat damaged doors and light valance free of charge. However, we can supply you with a replacement handle. Once again, it’s not recommended and common sense to use high heat appliances underneath cabinetry that has not efficient space to ventilate. 

  Customer Answer

  Date: 01/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I responded too soon through the complaint form.
  I would like to continue with my complaint.
  I have asked where it is reviewed that heat damage is not a warranty item.  I can tell you had this been reviewed, I certainly would not have preceded with the restore.
  There was nothing that we had done differently from our previous 24 years of work in the kitchen.
  We had our cabinets restored at an update.  There was no damage.  It is absurd that these cabinets cannot withstand heat in a heat producing environment.
  I am still requesting that the cabinets repaired at no cost to the purchaser.
  I will need more than one handle, currently we would need 4.
  If we can’t resolve what are my next steps.
  Thanks
  ********

  
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 20/12/2022

  HI ********, We would be happy to replace your 4 handles. Having a few different hardware throughout your kitchen please email the company pictures of each of the 4 handles that needs to be replaced so I know what ones to order. Once the replacement handles are here at the showroom someone will reach out to you to let you know they are ready for pick up.