ComplaintsforKitchen Tune-Up

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit down on cabinet refinishing. I asked what size farmhouse sink to put it and was told a 30 in. I sent all the information to both the granite and refinishing companies. I was told the process was to do the cabinet modifications repair and refinishing after everything else was completed. They wrote out the order of which everything needed to be finished. The granite company altered us on a group email the cabinet needed to modified for the sink and it would need to installed before the counter top.I was then emailed back by kitchen tune up the franchise owner was going on vacation that day. Everything was scheduled to start Monday and had to be canceled. The owner then calls me back after 2 emails which he didn't read because I provided information the entire time and he had no knowledge of it. He told me that he could modify the cabinet by taking everything doors to a custom guy. I reminded him the cabinet had water damage on both the floor and the wall. It was a standard size 36 inch. I reminded him I sent pictures of the damage he said I didn't look at anything you sent. He then continued with a tape measure measuring my cabinet telling me it was a custom size of 34 3/4 inches. They sell the cabinets at ****** I already talked to the previous owner of my home that installed them and they are the standard size. I pointed of the damage to the wall of the cabinet and I again just wanted it replaced. I don't want any mold issues. He responded to me with your not one of those moms scared of mold are you? I let him know both my kids have autism and it is a concern. He said I should have a mold inspection on my house then. He then changed the subject back to the sink I said even if you tried to install it there will be an inch and a half gap next to it. He said he could feel it in with extra pieces wood pieces. I told him I don't want to see extra pieces of wood next to my $1300 sink. I asked fir the deposit back

  

  Business response

  04/27/2022

  Business Response /* (1000, 10, 2022/04/15) */ First of all we did not give her what size sink she needed. She got this information from the countertop installer she is using. She bought her farm sink before I even came out to measure. Secondly ***** called me on a Thursday and yes I was away for the weekend but I was at her house the following Monday to discuss what her concerns where. This was two work days after she reached out to us. During this visit she explained to me she no longer wanted to modify the cabinet because she felt it had to much damage. ***** already had her countertop installation date set up before we where even scheduled to be there to start our work. Then ***** proceeded to tell me of all the issues she has going on and just wanted to hold off on the work and just wanted a full refund. I proceeded to tell her I would see what I could do because she signed a contract which includes a deposit that is not refundable. That same afternoon I called her and left a message and told her I would hold her deposit for 90 days until she decided to do with her sink cabinet. However she reached out to my corporate folks saying a was disrespectful to her because she was a woman. That is so far from the truth as well as 90% of her complaint. All she was looking for is her money back. I have been doing this work for over 18 years and my record speaks for itself. If someone would like to speak with me more about this please feel free to call me. Consumer Response /* (3000, 12, 2022/04/15) */ I asked about the farmhouse sink during the consultation. I was told a 30 inch sink. That's what I bought. I was also told to have the counter tops installed first. I did exactly what they asked to have the kitchen work they were doing to be completed. The countertop company was the one who caught the error. As far as the comments he made about my concern over the moisture from the kitchen sink cupboard. I was asked if I was one of those mothers concerned about mold. I could put detectors all over my house and spend a ton of money on that if I wanted too. I have 2 autistic young adults and I am concerned about mold. I also feel that was to deflect from my request to replace the cabinet instead of basically up hating me so he could rebuild it. I would like my deposit back as we are not going to be able to have a business relationship because we are unable to communicate. Business Response /* (4000, 17, 2022/04/26) */ I believe ***** fully did not understand what I had said about the mold. My suggestion was to pull the floor out to see if there was mold and if so replace it. We where contracted to rebuild the floor and modify her cabinet to fit (Owner purchased) farm sink. However she thought there was to much damage and wanted to replace the cabinet instead. At that time I explained to her to let me know what she decided to do. I'm sorry she feels there was miss communications. If she does not wish to have the work done that is her prerogative. However I have a signed contract stating after 3 days your deposit is non refundable. It appears she has made the decision not to move forward. I wish her the best of luck. For Reference page 2 of 2 on sign contract states: The purchaser understands that the products described are specifically designed and custom built to order and that Kitchen Tune Up takes steps immediately upon execution of this agreement to order those item listed on the front of this agreement. "Purchaser Understands and agrees that this agreement may not be cancelled after 3 days from the date of signing." Consumer Response /* (4200, 19, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) A person from this company came to my hone and saw the damage to the sink cabinet. I agreed to sign these documents only after discussing the plans for my kitchen. **** never came to my home until there was a problem. He didn't look at the photos I had sent him about the cabinet. That morning before coming out to my home for the first time we spoke on the phone and he admitted he had not read all the emails yet. We had an email chain with the counter top company and they were the ones that mentioned the cabinet being a problem. I specified the type of sink I wanted before signing type contract. When **** was at my home he measured my cupboard which is a standard 36" and told me it was a more custom size. I had already looked up options for a cabinet I could get to replace it because it sounded expensive to reconstruct it. I measured the cabinet and looked up the brand. I have also spoke to the previous owners and he personally bought the cabinets and said they're not custom sizes. It was also told by **** that he could not make a decision about the deposit. I called kitchen tube ups national customer service and they said he had to make the decision. I have been given false information throughout the process and would like my deposit back on the grounds that I was misinformed and that the owner didn't follow up after I sent the sink information to him and the counter top company.

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