ComplaintsforKurtis Kitchen & Bath

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Kurtis did a bathtub to shower conversion, removing our traditional bathtub and replacing with their shower unit which included wet wall and shower pan installation. The shower pan was placed on plywood floor with no prep to insure flatness which has resulted in the pan rocking and caulking breaking away from the wall. Over time the pan rocking will cause drain joint to be compromised and also allow water egress at broken caulk joint. I would like a full refund so we can contract another company to do the job correctly.

  

  Business response

  01/26/2024

  Customers complaint arose when he stepped in one specific area with nearly his full weight at the very edge of the shower pan. Kurtis initially responded to the customers complaint and applied spray foam under the shower pan to help alleviate the customers concerns, he was satisfied with the repair, and we have not heard from him since.
  Upon in depth review, Kurtis followed our standard procedure for the shower pan and wet wall installation. With an acrylic or poly pan it will absolutely flex under this pressure, all of them will. These pans are constructed with a ****** that extends up the wall behind the finish materials specifically to prevent water leakage. 
  Further, the pans are secured to the wall framing to prevent shifting and movement. With any job, caulk is considered a maintenance item since it will always crack and peel over time.
  Kurtis fully warrants our installation of this product.

  Customer response

  02/03/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I have contacted the shower pan manufacturer and the product is NOT intended to rock when walking in it.it rocks due to improper installation.  It is totally unacceptable to be told by the installation company that you dont have an issue.
  
  Regards,
  
  ***********************

  

  Business response

  03/11/2024

  We have remedied this issue to the customers satisfaction, customer states he considers this matter closed.

  Customer response

  03/11/2024

  I am NOT happy with the work done, the shower was not installed correctly and while Kurtis came back twice to patch in a fix (spray foam under the pan) its not right as it still flexes under footI can feel it moving when I step in certain spots. I do not want the company back in my house as each time they come back the work is sloppier and sloppier. I guess this is a ****** learned for us

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a sales person come to my home on September 09-19-2022 to get a quote for counter tops I then decided to go ahead and get them, I spent 4 grand on them on a credit card they opened for me through green sky, they told me they would only charge the credit card half the payment for a down payment same day and the other half when I received the product, they scheduled me 6 weeks out bc they were waiting for the counter when it was time of installation I had an emergency and had to go out of town they said they would reschedule I told them I am home Wednesdays and thursdays multiple times and they kept scheduling days I was not home at one point I was home along with my brothers and they scheduled to come out they said they were at my home and left but they never came I have a ring doorbell and when I called and told her no one came she argued with me we rescheduled again and they came out to install the counters but couldnt bc they never removed the old counter tops at this point I tried asking for a refund and they told me they dont give refunds bc of the contract I signed but they also broke that bc they charged me for both payments when I never received the product they keep pulling my leg and not getting anywhere and at this point I want the money back so Im not paying 4k on a credit card that I didnt receive any product from:

  

  Business response

  03/17/2023

  this client set up her countertop project Fall of 2022. When the countertop was ready to be installed in October the client asked that we hold off until February. The countertop was stored and then multiple appointments were set up for them to come to the home in which they were not given access into the home. Our paperwork is very clear that items are special order and cannot be cancelled - especially after stone has already been cut to her specific dimensions. Our installation department has been in touch to try to set up another time for us to come out to install this top.

  Customer response

  03/20/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I never stated I wanted the countertops installed in February: I was also told I would not have to pay the full amount until after the counter tops were installed and they pulled the full amount even tho I still dont have the countertops. They have horrible communication bc they also showed up with the counters to install them and they never removed the old ones to have the new ones put in. I understand they are custom made but you did not hold up your end of the deal. 
  Regards,
  
  *****************************

  

  Business response

  03/24/2023

  Our installation team has set up multiple installation days to finish this countertop installation and every time the client has either not been home or wont let the installers in the door. Our installation department is still attempting to contact the client for an installation date to no avail. The clients contract shows that all materials purchased are special order and non-refundable due to the nature of the product and that it is cut specifically for the clients space.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a scheduled kitchen cabinet refinish in May. They left without completing the drawers because the wrong tracks were ordered for install and the false fronts and some cabinets were damaged and rendered. They returned in august after several phone calls hounding them to schedule the kitchen completion. One of the false fronts was damaged and reordered so we are still waiting for a response about when they can install that. They again tried to install the drawers with the wrong size tracks. The installer was told by the project manager to try to make them work. They returned in October with the correct tracks after more phone calls hounding them. We have since called multiple times to ask about our false front drawer that we are waiting for. It was scheduled to be installed several weeks ago but no one showed up and we havent received any response in weeks from them. We were told we would be compensated for the inconvenience and havent received any information about that. We are now going on 6 months of waiting for a simple kitchen cabinet refacing to be finished with no more contact from this company.

  

  Business response

  11/14/2022

  We have a completion certificate from august 11 and ***** went out there in September 13 to do the drawer fronts. Our ****************** is in touch with this client currently

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kurtis Kitchen and Bath; disappointment continues, dissatisfied, and unresolved bathtub issue. My initial complaint to BBB was submitted 1 July 22 (#********). They completed bathroom project 11 June 22. Few days later I discovered a crack on the bathtub, called the project manager, ******************* and he came over and took some photos of the bathtub. Several attempts were made about the issue on the cracks on the bathtub and have been ignored, thats why I filed the first complaint with BBB. As of today, Kurtis Kitchen and Bath has not fixed the cracks on the bathtub. They called after I submitted a complaint to BBB, on 9 July 22. ***** from Kurtis called to let me know that someone will reach out. On 11 July, a female reached out (I believe the name is *****) to let me know theyve sent the pictures of the bathtub to the Special Team, and due to their workload, it can take 4-5 weeks to come and fix the bathtub. *** reached out to ***** and ***** asking for status update. They called once, because I submitted a BBB complaint, havent heard from them since. Same thing again, no reply non- responsive. I waited 5 weeks and still no response from neither of them. I think Kurtis Kitchen and Bath, BBB rating should be downgraded to C-.They reached out because I filed a complaint, so they can inform BBB they talked with the customer and ******************** closed the case after 4 weeks, assuming the company will do what theyre supposed to. I reached out to BBB to let them know Kurtis Kitchen and Bath did not resolved the issue. Kurtis Kitchen and Bath, mission statement We provide the highest quality products for . In addition, we provide a high level of professionalism and service to each one of our clients. THIS IS A JOKE!!! Ignoring your customer is not the answer. Wheres the Integrity of the business and people who represent Kurtis Kitchen and Bath. BLUF: Fix my bathtub since this is your mistake and own up to it, no more excuses and just do your job!

  

  Business response

  08/26/2022

  Client is currently in communication with our installation team to get these issues resolved.

  Customer response

  09/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kurtis kitchen & bath has been very difficult to work with. They are non-responsive to email, phone, text and I was even hung up on during a live chat session. They were late to deliver as promised and did not deliver a complete jobI am still missing 2 faucets and cannot functionally use the rooms they were attempting to renovate. The logistics of the project have been a major issue as I have taken time of work to meet them and they do not show up or are not prepared to do the work promised. It has been months now and I still cannot use my bathroom sinks. Quality has been generally acceptable but they have left the worksite a mess every time for me to clean up. I am VERY dissatisfied with my entire experience.

  

  Business response

  07/18/2022

  Our install manager and project manager have both reached out to this client numerous times with no response. Our installation manager has even left two messages this week with no answer from the client. We are trying to rectify the situation with no answer on the client end.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Kurtis Kitchens to paint our kitchen cabinets, paying them more than $8,000. We went with them, despite their relatively high price, because theyd been in business so long, and we assumed their experience would make the project smooth and top notch. They did the work in October, 2021. The workers got paint EVERYWHERE, including numerous areas of adjacent walls. We provided pictures of the mess that was made. Kurtis tried twice to match the color so as to patch the areas that got paint on them, to no avail, basically leaving us to our own devices. We then attempted to match the colors ourselves by purchasing additional ******************************* paint, but also to no avail. We then proceeded get bids and hired a painter to repaint. We provided the invoice ($975) to Kurtis, who acknowledged the problem and indicated it would be paid. We are now months in to the attempting to resolve this and get reimbursed, but for some inexplicable reason Kurtis now says the matter is under review and will not return calls or email. Truly horrible customer service, which we will be sure the world knows about. All for $975 on a project we paid thousands of dollars for.

  

  Business response

  03/18/2022

  This has been taken care of the client.

  Customer response

  03/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  02/04/2022 agreed to have Kurtis K&B paint our kitchen cabinets for $5500. We were told they would begin in 5-6 weeks from 02/04/2022. 02/22/2022 we called to cancel because of unexpected financial problems. We were told " NO PROBLEM" but there would be a charge of $413 for paperwork to cancel. We feel it's an unfair amount when nothing was done, no material purchased, no labor at all, etc!I feel we're being taken advantage of because they believe there's no possible recourse on our part. I concede the fact that there could be a few dollars charged for "something" but certainly not $413.00 for nothing done

  

  Business response

  03/11/2022

  According to the contract the client signed, there is a 15% cancellation fee due based on the total contract amount.  In regard to this client, we only applied a 15% cancellation fee on half of the contract.  We have a cancellation fee in place as after a sale we incur several costs that we will not recoup and we feel it is fair that we do not lose money as a business by not doing work for customers.  Some of these costs are Green *** processing fees, credit card fees, inner office procuring and scheduling, etc. 

  Customer response

  03/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  April Narsesian

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Im sorry but I mistakenly  signed off on my complaint. Kurtis Kitchen states that the finance company Green *** charged for paperwork, that is not true. I called Green *** and spoke to their representative that told me there was absolutely no charge submitted by them to Kurtis Kitchen. Kurtis not only ripped us off but Im sure theyve also taken advantage of other unaware consumers. To charge $413 after two weeks for doing nothing at all, regardless of what they claim they did, is taking advantage and ridiculous. 
  
  Regards,
  
  April Narsesian

*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. ↩