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Business Profile

Kitchen Remodel

Rockwood Kitchens

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Kitchen Remodel.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:28/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Date 2023-05-03 Quotation No. ***-QTN-2023-02386 I received a quotation on May 5, 2023 for a 10x10 kitchen, based on a social media ad Rockwood kitchens placed on ********* This was for a $5500 package, including install, delivery, cupboards and countertop/sink. The amount ended up being TOTAL ORDER TAX INCL. $ ********. It was valid until May 30th. I attended the location, as I was told to secure the pricing that I had to put a 50% deposit down. I paid $3,000 with debit, and the clerk attached the debit receipt to that exact invoice of $5974.50. Since then I have received multiple other confusing invoices, stating it was changing measurements etc. I ONLY ASKED FOR A 10x10 kitchen package! The install has already happened, and then another invoice was generated on 09/26/2023 for the amount of TOTAL ORDER TAX INCL. $ ********. The designer told me that they added 3 new cabinets. No, they did not. I approved 1 addition spice rack only. I went line by line of this new mystery invoice created *after* install and responded to them."There are still the same amount of wall cabinets (7) but the original quote had 174" and the revised quote had also (7) but at 171". There are 3 base cabinets on each, and 1 lazy ***** on each. The only approval I agreed on, was the addition of the $260.25 spice pull. I was very clear about purchasing the $5500 kitchen promotion package, and install price of $880.00 (11 hours x $80.00). I was kind enough to agree to pay the $210 travel fee, not on the original quotation, which still put me quite a bit over the $5500 budget. "They did not agree to this offer.

    Business Response

    Date: 02/10/2023

    Hi *********,

    Thank you for taking your time to write us a review about your experience. I apologise that you are unhappy with the overall pricing, and remaining balance owing on your account. I will do my best to explain our offer and what happened.

    Our 10x10 $5500 promotion you mentioned was advertised as starting at $5500 and is based on a standard 10x10, L-shaped kitchen including 11 specific cabinets, standard quartz, a standard stainless steel sink, installation and does not include handles. It is mainly used as a benchmark to help our clients get an idea of our pricing. A lot of our clients desire upgrades or their space differs in size or layout changing the final cost of their kitchen.

    As for the difference in quoted prices on your kitchen, RockWood Kitchens collects deposits from clients once they are ready to move forward with their renovation. This secures an installation timeline, as well as holds the overall product pricing in the case that our company were to have an increase. It is stated on our terms and conditions as well as on all preliminary quotes that the pricing for the job is subject to change after final measurement. This is because there can be fluctuation with cabinets, trims, or other items required for the space in the event that there are discrepancies between the measurements a client provides us to create a preliminary quote and the measurements ************** takes.

    Although your wall measurements didnt change by much, your window over the sink moved to the left by 5 1/4" causing a change in design and the addition of a wall filler, additional trim, a spice pull, 3 additional install charges for the added items and changing 4 of the wall cabinets to different sizes to accommodate the new design. You also requested we add handles and we added in our travel fee resulting in the price increase.

    After looking into this issue we found that we sent you an inaccurate quote that did not list all of the additional changes/materials (mentioned above) and didn't match the final breakdown for $6,953.24 that you received. We apologise for the confusion and will honour the final price that you agreed to pay of $6489.37 bringing your remaining balance to $489.37.

    Please let me know if you have any questions and I will have someone from our team send you the final quote so that you can see the additional materials that were used in your kitchen. 

    Again, we are sorry for the confusion and hope that you will be satisfied with this resolution and your new kitchen for many years to come!

    Kindest regards,

    ******

    Customer Answer

    Date: 03/10/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    The balance agreed upon has been paid on today's date via etransfer, TRX1K74HPGQ. 

    Sincerely,

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

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