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Business Profile

Kitchen Design

Colorado Custom Kitchen & Bath Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Kitchen Design.

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:03/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In October of 2021 my wife and I entered into an agreement to remodel our kitchen and mudroom with Colorado Custom Kitchen and Bath ($100,000+ project before appliances).The project started and stopped multiple times as workers and the project manager were being called back to a previous work site to correct errors. As our project progressed, we began to realize that maybe math and detail werent the strong suit of the designer. Cabinets had to be reordered because they didnt fit, causing delays. Features that were promised ****** delivered. The ********* had to improvise in a few spots to accommodate the fit and finish. When the appliances were finally ready to be installed, we found the custom doors for the refrigerator did not fit. In addition, the space did not fit the unit. The custom doors were not flush with the surrounding cabinets. They stuck out over an inch. He finally agreed to fix the issue by removing the wallboard behind the unit, trimming out the studs and reinforcing.Our biggest problem came a year after installation. While cooking at the stove, I leaned against the countertop. I heard a pop. I turned around the find the countertop cracked from the edge to the wall. I called ***** to voice my displeasure. He was very responsive and brought out the project manager, a representative from Touch Stone (fabricator and installer) and a representative from Dekton (the material manufacturer). Their collective response was you abused the surface. Its not our fault. Too bad. No quote to repair or replace was offered. We have since gotten two quotes to replace the damaged countertop. Both companies pointed out installation deficiencies. The quotes also pointed out that we were overcharged for the original installation. Today the damaged countertop was removed. The underlying supports were not level and had to be replaced. This defect was caused by shoddy workmanship.

    Business Response

    Date: 03/27/2024

    We believe it is important to clarify certain facts in ******************** claim and provide additional factual context. In a letter from the Garveys' attorney, they noted that the ******** were happy with the work completed but that there was an issue with the counter top. From a timeline perspective, the counter top was installed by TouchStone Granite & Marble on April 20, 2022 and ready for normal use. We were notified by **************** in May 2023, more than a year after the installation was completed, that a crack had developed in the counter top. According to what our project manager was told by the Garveys, they were out of town and their son was watching the house when the crack occurred, which is directly in conflict with ******************** statement that he experienced the crack when he leaned on the counter. **************** previously threatened legal action and in the letter from his attorney, there is no mention that **************** was present when the crack occurred or that it occurred by leaning against the counter. So, the Garveys were unable to confirm any possible reason that a crack would appear more than a year after installation. Despite the crack being a result of impact by the homeowner or someone present in the home, we offered to repair the crack. **************** declined.

    After we were notified of the crack, we immediately engaged the manufacturer,*********, and the fabricator/installer, TouchStone Granite & Marble, and scheduled them to inspect the damage. We have relied on their collective expertise which indicates that the counter suffered an impact where the spalling/chip was noted in TouchStones response to the Garveys. See the response from ********* and ********** attached. **************** specifically denied that an impact occurred, despite the fact that he was not present in the home when the crack appeared. When these facts were provided to ******************** attorney, all communication from the attorneys ceased.

    Customer Answer

    Date: 03/27/2024

     
    Complaint: 21415620

    I am rejecting this response because: see attached rejection notice.

    Sincerely,

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

Colorado Custom Kitchen & Bath Inc is NOT a BBB Accredited Business.

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