Complaints

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• Initial Complaint

  Date:03/18/2023

  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.

  R & S Kitchen and Bath charged us $18,300 of which we paid $17,500. We made three payments, the first payment was made on December 1, 2022 ($6,100), the second payment was made on January 10, 2023 ($6,100), and the third payment on February 8, 2023 ($5,300). We agreed to pay them the rest ($800 dollars) until they completed the following: Installation of the glass doors and kitchen hood, and repair of the perforations made by screws inadequately installed in the cabinets.On March 6, 2023, **************************** sent me a text message asking me to deduct $300 from the $800 we owed them because there is nothing they can do. It is incredible to see the lack of professionalism. List of the most obvious things: Oven Cabinet with modifications (the modifications made by ************************************* with a defective finish, and I was told that Kitchen Cabinet Distributors made the modifications) Easy reach cabinet (broken cabinet in a corner and perforations made with inadequately installed screws) Cabinet with glass doors (doors modifications made by *************************************, inadequately prep and, improperly painted. **************************** told me that Kitchen Cabinet Distributors made the modifications; however, ************************************* admitted to my husband that he had made the modifications.) The crown molding (************************************* installed a smaller crown molding) Misaligned drawers Spice Rack Insert (extremely chipped) Cabinets perforated (screws inadequately installed)

  Business Response

  Date: 03/23/2023

  

  ***************************<********************************>	Wed, Mar 22, 8:43 PM (14 hours ago)
  tocomplaints

  In response to ********************* and ***********************************************:

   

  On February 4th, 2023 we had a meeting at the project site to discuss these issues. This was despite the fact that the contract clearly states that any and all modifications are final. In an act of good faith, I offered ******************************* and ******************************* to replace the modified cabinet with another one with no modifications. However, both declined and said the cabinet was fine with the necessary touch-**** Before the installation started, the clients were aware that traditional crown molding would be placed because that was all their space allowed for. They were still fine with it and no further comments were made. ******************************* and *************************** also brought up the issue of perforated screws and areas in need of touch-**** Everything was corrected and they came to the store to make the final payment. On February 8th, ******************************* attempted to unlawfully withhold $1,500 to ensure we returned to the project site and installed the vent hood and glass doors. After we discussed that everything in their contract was completed and well done, we again tried to keep them happy. We agreed that ******************************* could withhold $800 for the glass doors and vent hood installation.

  After around 2 weeks, ******************************* called ********************** to let him know that the countertops and backsplash were installed. Thus, we were able to complete the installation of the vent hood and the glass doors. When I reached out to ******************************** for the $800 payment, they suddenly began raising the same previous issues that had already been discussed and repaired. They complained and continue to complain about the glass door modifications, saying they were improperly painted. ************************************* has an impeccable track record of happy customers and excellent work. With over 20 years of experience, it is his most professional opinion that the cabinet doors were properly painted and installed. We attached pictures of a job well done.

  Additionally, this is the first time we have heard of the issue with the Lazy ***** and spice rack insert. If ******************************* and ******************************** were so dissatisfied with these cabinets, then it is completely illogical that they would wait until their countertops were installed before raising these concerns. If we had been notified about this before, we wouldve happily offered to fix or replace the cabinet. Considering that ******************************* and ******************************** have brought up these issues now, we cannot be certain whether these problems were even our fault, considering that ******************************* and *********************** had numerous other freelancers come and go from the project site while we awaited completion of their backsplash countertops for 2 weeks. Ultimately, because the cabinets were not under our direct supervision during this period, we cannot be held responsible for these issues.

  I would like to conclude by saying that ******************************* and ******************************** have completely blindsided us with their complaints. All of these minute details that the clients have pointed out are issues that are not worth $8,000. In light of these issues, we are fine with them paying us only $500 of the $800 they still owe us. Furthermore, in the event that ******************************* and ******************************** decide to pursue legal action against us, we will countersue them. Our legal fees will include defamation and false accusations, missed work days for ********************************* and ***********************, lawyer fees, court fees, and any other fees incurred during the litigation. If they wish to make the remaining payment, they can do so through Zelle. Below we have attached pictures of the completed job before and after the countertops. Thank you.

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19618210
  
  I am rejecting this response because:

  Indeed, we had the meeting at the project site on February 4 because **************************** sent me a text asking me to pay the reminding balance of $6,100 when the project was not completed. Therefore, I emailed **************************** to express my complaints. Consequently, we had a meeting with ********************* and Mrs. ***** later that day.  **************************** offered us several kitchen decorative panels free as compensation for their inadequate installation, the smaller crown molding, and deficient modifications to the Oven Cabinet.
  We were very clear that we did not want free things from them. We only wanted what we had paid for.

  
  I have evidence that they did not correct those matters;therefore, we decided to withhold $1,500 to ensure that they returned to the worksite to correct the inadequate installation, and installed the vent hood and the glass doors. We trusted them as a result we made the decision to only withhold $800.
  Certainly, I am bringing up these issues again because it is obvious that they did not address my concerns. It is not the first time we talked about the Lazy ***** because we talked about it as well during the meeting at the worksite on February 4. ********************** was aware of the spice rack insert as well because my husband mentioned this to him before **************************** arrived.

  
  We only had one freelancer working in our bathrooms, which did not interfere with the kitchen area at all. However, for the countertops,we hired a contractor. I took pictures prior to the installation of the countertops to attest that what I am saying is factual. 

  
  On February 5, ********************** went to the worksite to install the glass doors and the vent hood and to make the necessary touch-*** (that did not happen). My husband, ********* questioned ********************** because Kitchen Cabinet Distributors did not modify the glass doors originally instead; ********************* inadequately modified them again without notifying us about this matter. ********************** sure agreed that he was the one who made those modifications to the glass doors.

  
  However, when I personally contacted Mrs. ****** she told me that all the modifications were made by KCD and the only thing that ********************* installed was the glass on the doors. Surely, after, I spoke with Mrs. ****** she called ********************** and told him to leave the worksite without completing the project. On the other hand, ********************** completed the installation of the vent hood and installed the glass doors but did not install the handles or the cabinet shelves, nor the necessary touch-*** on the rest of the other cabinets mention previously. Nevertheless, ********************** assured my husband ********* that he was going to get new prep glass doors from KCD and kindly asked us, to not contact,his wife Mrs. ***** about this matter anymore. Since she had advised him to leave the worksite without completing the project.   

  
  Ultimately, I would like to say that we are not making any false accusations because as I have mentioned before, we have proof that what I am saying is factual. I am kindly asking for reimbursement to correct their lack of professionalism. 

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

  Business Response

  Date: 03/29/2023

  To ******************************** and ***************************,

  
  

  
  

  As a reminder, at our very first meeting, ************************************* took ******************************* and ******************************** to the workshop. A detailed description of the assembly and modification of the cabinets was provided by him. This was the same place where their kitchen vent hood was modified, free of charge. No issues arose from this modification. This is how we know they understood that we, and not the manufacturer, made the modifications.

  
  

  Unfortunately, we cannot reimburse the clients due to a "lack of professionalism. It would have been more appropriate for them to file a complaint BEFORE their countertops and backsplash were installed. To be clear, we cannot replace the crown molding due to a lack of space. When the wall cabinets were installed, only 3 inches were left for crown molding. Therefore, traditional crown molding was the only suitable option, and ******************************* and ******************************** were fine with it. We can offer to replace the Lazy *****, the spice rack, the microwave oven with no modifications, and the glass doors with no modifications. This is all being offered despite their signed contract saying all modifications are final. In order to be able to replace the cabinets in question, we would need them to remove all of their countertops and backsplash, since we need access to the cabinets from the top. I still need the $800 balance to do this.

  
  

  As a result, we will not be able to refund $8,000 due to a "lack of professionalism" and minute details. We have many satisfied customers who are more than willing to attest to our high quality of work. We remain firm in our legal intentions regarding ******************************* and ********************************, and we look forward to resolving this matter in the near future.

  
  

  
  

  Sincerely,

  
  

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

  
  

  
  

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19618210
  
  I am rejecting this response because: I expressed my concerns twice, and they promised to fix all those matters.However, that did not happen. ********************** always said he could fix everything after my contractor installed the countertops and backsplash. Now Mrs. ***** is asking me to remove all the countertops and backsplash to replace the cabinets in question and to replace them with new cabinets without modifications when they charged us extra for all of those modifications.

  It is very disappointing to see that R & S Kitchen and Bath have misled us, and according to the Consumer Rights Act, satisfactory quality means that the product must not be damaged or defective when sold as new.Therefore, we hold firm by asking for compensation of $8,000 since the kitchen cabinets that R and S Kitchen and Bath sold us were damaged and defective when they were supposed to be new. 
  
  Sincerely,
  
  ****************************************