Complaints

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  The Kitchen Guy

  Orleans, ON K1C 1T1

  
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  The Kitchen Guy

  1113 Lasalle Blvd. Sudbury, ON P3A 1Y3

  

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:21/04/2024

  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.

  I contracted with The Kitchen Guy on March 12, 2023 to have a complete kitchen renovation. From the moment the contract was signed, I have faced significant issues getting them to communicate with me. Long stretches of time passed with no contact at all, and when I pushed to get them to give me a schedule, my emails were frequently not answered.Once the work started in early January 2024, the pattern continued - I would get very short-term and short notice information, such as what would be done the next day. The project manager has been dismissive and rude throughout, and does not take kindly to my asking questions - frequently simply ignoring my questions. I am currently in a very busy period at work (doing ***** hour days, 7 days a week), so am not home during business hours. I said repeatedly that I wanted to know who would be in my home, and was eventually told by the owner that I would get daily updates. That never happened, but I did not have the mental energy to fight on that front. I got weekly updates for a brief period, but that also petered out.Matters got far worse once I noticed that the island was not square, and on another occasion had clear signs that someone had been in my home without my having been notified. Since then, they have refused to finish the job until I make the final payment and insist that I be present while the work happens (which is simply not possible unless they are prepared to work between 11pm and 7am). I insist that no one is to be in my home without my approval. I am not prepared to pay until the work is completed to my satisfaction, as I do not trust them to do the job properly. I also need them to repair the damage they caused to my dining room floor. I have advised the owner that we are at an impasse and that he needs to get involved, but have not heard back in the week since I sent that email.I need help to get the kitchen done. I would appreciate the opportunity to work with you to make that happen.

  

  Business Response

  Date: 25/04/2024

  My apologies for the delay in getting back to you. We are in the midst of moving out of our current Studio location and making preparations for our new Studio location. As you can imagine, our offices, equipment etc are packed at the moment and were adapting as we conclude our move by end of month.
  
  Let me begin by saying without judgement, I believe that your work load ***** hrs days, 7 days a week and unavailability as well as lack of presence from you from the start of your project has unfortunately negatively influenced your perceptions and reality of the facts.
  
  We have communicated with you throughout the process with 110 emails sent to you (many of which left unanswered), 3 Zoom meetings, 2 Studio meetings, 2 preliminary renovation site visits.
  
  Because of your unavailability to be present on your project, this has put a lot of added time and resources to deal with your lack of customer involvement. 
  
  We spoke on the phone late one evening at 10pm in January at the beginning of your renovation, so that I could better understand your situation and how we can tailor our approach to meet your needs.
  
  I expressed to you during that phone call that your lack of respect and treatment of my employees at that time was not acceptable and that we would not continue if this didnt immediately changed.
  
  From the beginning weve always said that in order for a successful project to be achieved it required team work between TKG and our clients. Its an essential element to success. I reiterated this to you during our conversation.
  
  We discussed the management of your project and you clearly expressed that you understood that timelines and schedules would be provided as a wet finger approach. This kind of project is fluid in nature and ever changing and that we would not micro manage every little change that occurs. Status Reports for the following weeks schedules were sent to you weekly. I did not say that we would provide daily updates as indicated above.
  
  You did point out an error in the island and we immediately corrected this on April 1st after accessing the problem. 
  
  As for your damaged floor, this is a contingency that occurred during removal of the old transition piece between the kitchen and dining room. Because your existing hardwood in your century old home is dry and brittle, it splintered like kindling. The existing trim covered the condition of the wood that splintered and we have documented photos of this.
  
  You originally had plans to refinish the hardwood flooring at a later date to match your new kitchen floors. This kind of repair would be done by the floor refinishers at this time.
  
  On April 15th after our Project Manager sent you an email to advise you that we were planning to go to your home on the 16th of April to continue work, he also indicated that a payment was due as per contract schedule.
  
  You followed up your response with an accusation that is untrue and unfounded. We were not in your home on the day you accused us of being there. Your communication also included that your unwillingness to pay the amount due until all work was completed puts you in breach of contract.
  
  I am a very lenient and forgiving person, however when someone falsely accused us, I take offence.
  
  It is at this point, I instructed that you be physically present in your home from now on while we are onsite doing work. Our trust in you to fulfill your contractual financial obligations coupled by your accusation of wrong doing has led us to this impasse.
  
  We have additional Invoices that we havent sent yet for job site contingencies and extras that Ill be sending to you today. These invoices will need to be settled immediately.
  
  I would like to add one last comment in regards to our Project Manager and all my staff. I hire the only best people I can find and the most important element is their character and the way in which the conduct themselves in a professional, honest, sympathetic and caring manor. Going through a renovation is not an easy endeavour (weve talked about this). It is the building block of my company values. We treat all our clients with the greatest respect. Here are just a few client testimonials that specifically mention our Project Manager.
  
  
  We were very pleased with the entire process involved in renovating our kitchen with the Kitchen Guy (******).  The project manager, *****, provided daily communication.  He was able to manage the timeline expertly and the team of trades provided really quality work.  We always felt confident that the team valued quality finished work.  As a result, we are very pleased with the kitchen! Thank you - ***** and *******
  
  
  The Kitchen Guy (******) did a wonderful job on our recent complete kitchen renovation. From initial choosing of materials and design through to completely tearing out the old kitchen, opening a wall, and final renovation the process went smoothly and rapidly. What was especially impressive was ***** coordination of the work, with plumbing, electrical, painting and installation of flooring, cabinets and counters all seamlessly timed and managed. ***** was always amenable to minor adjustments as the work progressed, mostly at no new cost to us.
  The various crews doing the work (while we lived in our basement) were all friendly, courteous, informative and helpful. They made sure that, at the end of each day, debris was cleared and the work area was vacuumed. Above all, they were meticulous in making sure each job was finished to the highest standard.
  Our new kitchen is even more beautiful than we had planned and we are grateful that The Kitchen Guy made a major renovation job so easy to live with. - ***** and ****
  
  
  The Kitchen Guy renovated our 25 year old kitchen and we are absolutely thrilled with the result. We've had a few smaller scale renovations done to our house over the past ten years and TKG is by far the best organized and professionally managed renovation we've ever had. ***** is a fantastic project manager. He provided us clear schedules, communicated any changes, and dealt with problems quickly and to our satisfaction. I cannot say enough good things about *****' professionalism. All the trades did quality work. Every detail was considered. TKG's experience really shows. My wife & I are still in awe that, while the kitchen did not change dimensionally, it feels so much bigger and the space is so much easier to use. We gained so much counter space. I'd recommend TKG in a heart beat. - ***** & *******
  
  
  I would recommend The Kitchen Guy to anyone who asked! I am extremely happy with the results of my main floor renovation. The team is knowledgeable, caring and truly provide excellent quality craftsmanship. The team of contractors were so flexible and professional, it was easy to have them in my home for the reno process. They went above and beyond to ensure every detail was exactly what I wanted and managed all the pieces to make the process seamless. I could not have asked for a better experience. Definitely worth the money to get the turn-key option, ***** is a total pro and really cares about his clients. - *******
  
  
  I can let the before and after pictures pictures speak for themselves. The team here was amazing from the design to finish. ***** has a great project manager and friendly detail oriented contractors. If you are looking for a turnkey kitchen renovator, look no further and call this team! - ******

  Customer Answer

  Date: 27/04/2024

   
  Complaint: 21606257
  
  I am rejecting this response because: Please see attached.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 31/05/2024

  I guess well have to agree to disagree. I appreciate your feedback, although we differ on many aspects, we all have different view points and perspectives and we all have the right to express our opinions.
  
  We pride ourselves on bringing a project to its completion. We have approximately 1-2 days of work remaining to finish the work. We propose scheduling two days to complete the work before the end of June. Upon completion of the work as set out in the contract, you will provide a cheque for the total remaining balance of fourteen thousand three hundred and sixty-six dollars and fourteen cents ($14,366.14).
  
  Just to clarify the damage to the floor was a result of its condition in relation to the old transition piece between dining room and kitchen. As per section 9 & 10 of the contract, It is understood that the price agreed upon herein does not include possible expense entailed in coping with hidden or unknown contingencies found at the job site and the presence of which cannot be determined until the work has started; or imperfections, rotting or decay in the structure or parts thereof necessitating replacement. 
  
  9.         No installation, plumbing, electrical, flooring, decorating or other construction work is to be provided unless specifically set forth herein. It is understood that the price agreed upon herein does not include possible expense entailed in coping with hidden or unknown contingencies found at the job site.
  
  10.       In the event such contingencies arise and The KitchenGuy Corp. is required to furnish labor or materials or otherwise perform work not provided for or contemplated by The KitchenGuy Corp., will be paid for by the Purchaser. Contingencies include, but are not limited to, the following: inability to reuse existing water, vent, and waste pipes; air shafts, ducts, grilles, louvers and registers; the relocation of concealed pipes, risers, wiring or conduits, the presence of which cannot be determined until the work has started; or imperfections, rotting or decay in the structure or parts thereof necessitating replacement.
  
  We can offer to have our floor installer assess the condition of the floor and provide repair options and cost estimates. Any work to be completed on the floor will be separate and apart from the existing agreement will be agreed to under a new contract.

  Customer Answer

  Date: 21/06/2024

   
  Complaint: 21606257
  
  I am rejecting this response because:

  This proposal is not satisfactory to me.  Not only is it underwhelming in failing to acknowledge the breach of my privacy and failure to notify me of damage done to my home during the course of the work, but it took six weeks to make the offer.  In that time, given the breach of contract on your part, I engaged another company to finish the work.  Once complete, I will pay the originally invoiced amounts minus the amount is has cost me to have to work complete.  Obviously, I will not be paying any interest given that the work and contract were never completed by you such that the invoices were premature.  I will not be billing you to have the work completed to my satisfaction, you understand, as it will not include fixing the electrical outlets to be the colour I wanted but was not asked about or other similar issues, but at least to have the kitchen doors put on.  To any potential clients considering this company: note that you will have to watch them like a hawk and inspect all their work throughout, as you cannot trust them to consult you as the work progresses or advise you of any damage caused to your house by them or their subcontractors.

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

  

  Business Response

  Date: 04/07/2024

  I am not sure what clarification you require? We responded to ******'s rebuttal on May 31st and didn't receive a response, therefore we reached out to her by email on June 20th to schedule the service work we indicated we would do to complete the job. As per ******'s last communication on June 21st via BBB, it appears she has made the decision to hire someone else to finish the work. I'm not sure what is needed from me at this point? Can you clarify what is needed.