ComplaintsforKitchen and Bath Shop- Rockville

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract to remodel our master bathroom with Kitchen and Bath Shop-Rockville on June 21, 2022 in the amount of $37,440.63. We confirmed with the owner (***********) that he utilized his own renovation team and did not subcontract. We also asked if all employees were licensed in Maryland to perform this work. The answer to both these questions were an unequivocal yes. The job started on 7/26/2022. After two plumbing leaks and a new hole in our ceiling above our breakfast table, we started to get nervous about who was performing the work in our home. This fear was compounded when we discovered that the only person on the job site most days recently moved to the ** from Brazil three months ago. With the low quality of work and destruction to our home thus far, we asked **** to provide copies of the licenses for the plumber and electrician used on the job. He said no.The cost of this project also included project management, which was grossly absent. **** told us that he wanted to fire our current project manager, and that he would be taking over the project management. **** rarely visited the job site. He often dismissed our concerns as the job is not done yet. Time passed where we did not hear from Baha for weeks at a time; he rarely returned our calls. The main problem was that no one ever checked in with the person performing the work to ensure it was at a high quality and to the standards of Kitchen and Bath Shop. As the customer, I felt like I was doing this job for the company we hired. Another person-******- came to fix ceiling the next day. Unfortunately, he failed to cover all our furniture, blinds and flooring. He got paint on our leather chairs/sofa, tables, wood trunk and then decided to clean it with a toxic acetone, thus destroying the items. When escalated to Baha, he dismissed our concerns. We sent a certified letter to Kitchen and Bath Shop-Rockville on 9/19/2022. To date, we have not heard a response from the owner.

  Business response

  10/31/2022

  From the Kitchen and Bath Shop we would like to address the complaint that has been submitted by **** ******. 
  We are responding to you the BBB to inform you that we are currently in communication with ****** ****** and are in the process of addressing all the issues and concerns. Our Senior Project Manager/Consultant ******* ******* is working with them and will have this complaint resolved as soon as possible and will communicate moving forward with the BBB updating you with the solutions to the summited complaint 
  Sincerely, 
  Baha G***** 
  President 
  October 31, 2022 
  
  

  Customer response

  11/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  

  ---------- Forwarded message ---------
  From: ***** ****** <********************@*****.com>
  Date: Mon, Nov 21, 2022 at 12:34 PM
  Subject: Complaint # ******** - Kitchen & Bath Shop - Rockville - Update
  To: <drteam@mybbb.org>
  

  
  
  

  Good Morning,

  
  

  I would like to provide a status update on this complaint and of the work Kitchen & Bathshop-Rockville has completed to date per the repair agreement entered into between the DeLuca customer Kitchen and Bath Shop-Rockville.  Of note, follow-up/repair work began on approximately October 10, 2022. As the customer, we have been told multiple dates for completion of work; however, 6 weeks after the start of repair, we are far from completion.  As listed below, two items are complete to date. 

  
  

  
  

  Items Completed To Date (2/2):

  
  

  1. Tile Edge and the corner schluter that was used vs what I will call an inserted schluter - Complete. 

  **** ******* removed the existing corner schluter and replaced it with 1x2 primed finger joint trim placed in a vertical, not horizontal position. 
  

  
  

  2. Existing threshold to entrance of bathroom too narrow - Complete (Replaced with thicker marble threshold). 
  

  
  

  Items Not Completed To Date (0/5): 

  
  

  1. Shower wall niche the corner schluter that was used vs what I will call an inserted schluter -Partially Complete.

  **** ******* removed the existing corner schluter and replaced it with composite pencil around the edge and on the inside corner of the niche. Customer still awaits trim to be sealed in place before we can use shower . 
  

  
  

  2. Shower floor tile small area pools up and does not flow - Not Complete. Shower remains unusable at this time.  **** ******* drilled an area to allow for water flow to the drain. Area drilled not stable and areas are not sealed. Sign on shower says not to use shower. 

  
  

  3. Ceiling in family room/kitchen repair that was done was left a little rough - Work attempted but ceiling remains not as expected or promised. Ceiling looks "a lot rough"  At this point, I would like to use my own drywall professional to fix this problem as Kitchen and Bath Shop cannot provide high level drywall experts to remedy this problem.  Of note, they painted my ceiling again but did not cover my belongings as there is evidence of paint on my television, wood console table, leather chairs and sofa. I would like to deduct monies from final payment to reimburse myself to fix this problem since K&B Shop cannot supply adequate drywall professionals. 

  
  

  6. Kitchen window blind has some paint staining on it from rolling the ceiling. Per conversations with **** *******, blind ordered a month ago. Not Complete - Kitchen and Bath unable to provide a status update on replacement blind. 

  
  

  7. Remove bathroom shelving due to improper installation. Demo drywall to make opening for custom-made cabinet. - Not Complete. Shelving removed, cabinet placed but finishing works needs to be completed (i.e. dry wall skimmed and painted back to original  colors); doors of cabinet installed.  

  
  

  Thank you,
  ***** & ******* ****** 

  
  Regards,
  
  ***** ******
  

  Business response

  03/08/2023

  ---------- Forwarded message ---------
  From: Kitchen & Bath Shop <rockville@bykbs.com>
  Date: Wed, Mar 1, 2023 at 4:08 PM
  Subject: Kitchen Design Studio- Complaint Id ********
  To: <drteam@mybbb.org>
  

  
  
  Good afternoon,
  

  After getting in touch with BBB over the phone to discuss this matter, I was told to proceed with an email so the claim could be closed/discontinued, seeing that the customer's desired settlement (refund) has already been addressed. Our client, as shown in the attachments below, was credited through his payments. These facts stated, we ask for a closure of this claim. 

  
  

  Thank you.

  
  

  Sincerely,

  
  

  Staff at Rockville

  
  

  Kitchen & Bath Shop

  16801 Crabbs Branch Way

  Derwood, MD 20855

  ###-###-####

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