Complaints

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.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  (BBB received a paper complaint which was transferred from another BBB.)

  I was initially so excited about getting my kitchen renovations especially after seeing their advertisement on every (word not legible).

  I didn't do my homework to see if I could cheaper. But all of my remodeling I have made has been done by Professional Company.

  I have attached emails to explain why I'm upset with Kitchen Savers.

  I have begged called cried asking for restitution on stainless steel sink. After doing everything they asked me to do (word not legible)  purchase products on a brand new sink. "As stated to them (word not legible) for ****** all products including my over the counter stainless steel sink I had for 16 yrs of better I have never experienced any problems. I just wanted something new!!

   

  
  

  

  Business Response

  Date: 10/10/2024

  Bath Fitter is in receipt of this complaint, and we wish to mark this matter as resolved. On August 14th, 2024, our customer reached out to the company regarding her sink. She spoke with the warranty department, and we scheduled an appointment to visit her home to see if we could resolve her concerns and pinpoint the cause of the spots in her sink. On August 30th, 2024, our service person arrived at the home and determined that the sink was in fine working order. It only had water spots. The service rep cleaned the sink for her and left her with additional cleaner so that she could effectively clean it if this should happen again. The Kitchen Saver warranty does not include cleaning as was explained to her by myself and local management. Please see the attached photos that verify we left the sink in clean condition, with no spots. There is nothing to support providing a new sink and or countertop as she has requested. 

  Customer Answer

  Date: 10/11/2024

  10.11.2024, Consumer called BBB stating that the sink has marks all over it which do not come off after cleaning it. The spots are areas of discoloration that were not removed with the business cleaned the sink.

  

  Business Response

  Date: 10/14/2024

  The attached document will show that on 8/30 the sink was clean and clear. It is time stamped and dated. The pictures provided to the BBB by the customer are not dated. If she has some showing a time and date we can revisit her concern. She did reach out to the business on the 5th of September stating that there were new spots. And she did provide me with pictures, but that was not until the 16th of September. Cleaning of the sink is not covered under warranty. Water spots can come from a number of things including hard water or failure to wipe the sink after use. 

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because: as I explained before, I do not have time stamped pictures, and he knows that, that is why they are asking for them.

  But I do have records of when the sink was installed, and when I brought the issues to their attention. 

  I was happy when the work was done, but then the next day or so, I noticed the sink wasn't right, it had small discolored spots all over it. I called ***** Ball, the Install Manager, right away. I asked for him to contact me by email for documentation purposes.

  *****'s initial response was to recommend I puchase ******* ****** to see if the spots would come up. I told him I use "Perfect Stainless", and have other stainless appliances that look beautiful. He said the issue may not be the sink, but the pots or pans left in the sink. And went on to say this product is durable and will improve the condition of the sink. So, I bought it from ****** and used it, but the defects did not come up. So, I emailed him, to say the product didn't work. I said: "While I would settle for your explanation if the sink was a year or two old but my other sink lasted for 17 years with the products I was using". 

  *****, the Install Manager, agreed to send a tech out. ***** came out and scrubbed for two hours using a different product called ******* ******** *****, and ********** ****** cleanser. ***** said that was the best it was going to look. I took pictures of it right then. It looked worse after his 2 hour scrubbing. I signed an empty paper which just agreeing that a tech was here, NOT that the sink was ok. 

  I emailed ***** to say the sink was worse. I told him I am a handicapped, single senior with neuropathy who does not cook often, nor can I stand scrubbing for hours. I asked for the sink to be replaced. He said they woud have to take out the whole thing because it's an undermount sink, and they would not do that.  

  I called the financing company, ********, to ask what my options were. They said it was not an issue they could assist me with. 

  I am asking them to replace the sink. I am willing to try BBB Mediation or BBB Arbitration as a means of resolving the issue. Thank you. 

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

• Initial Complaint

  Date:04/19/2023

  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.

  I had cabinets fronts, drawers inside of cabinets, and crown molding around said cabinets installed (Job #******* (Installer's name, Ridge). One of my cabinet drawers will not come out without damaging the new cabinet door, all of the doors "fly" open and hit the closed cabinet doors next to the opening cabinets, one of my cabinets is peeling, and my crown molding is coming apart. I reached out to my sales person (Jordan Hammond) on 08/22/2022, who advised me to contact the Project Manager Mike S******. I contacted him within the week following the completion of my project (completed on 08/15/2022). He told me he would back to me to schedule a time to come out to see the issues. He never came out so I called him again and this time he advised me to take pics and text them. I did as asked on 09/21/2022. The next time I heard from him was 01/09/2023, which is when he asked me to take pics again, along with a video. He said on that date, that he would need to get with his supplier and would get back to me. He finally responded on 01/30/2023 saying that he would get back to me to schedule a time to come out. Still no word from him. I have paid the balance in full as billed and agreed, but I have faulty parts/materials, cabinets that don't function well, and a bad project manager.

  

  Business Response

  Date: 04/19/2023

  This complaint ID ******** was sent to the maryland office in february and we resolved it at that time. On 2/27/2023 we completed a service ticket and resolved all of the customers concerns. tech Jared went to the customes home to complete the work. I spoke with her directly during the time frame we worked the case. 2/24-2/27

• Initial Complaint

  Date:08/03/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We had a consultation with Kitchen Saver on July 21st. We originally thought the price was a little much just to do refacing but decided to move forward. Our Sales Rep went over everything except informing us that we only had a 3 day cancellation period. After some more thinking we decided it was too much for what we were getting and decided not to move forward. When the guy called on Aug 1, 2022 to schedule the appointment to come out to do the measurements that's when I told him that we changed our minds and he said he would let the cancellation department know. Later that evening received a call from the Sales Rep about us cancelling. I explained after some more thinking we decided it wasn't feasible to do right now. That is when she stated we had a 3 day cancellation period. I then stated to her that she never informed us if that and she said it was in the contract. Now mind you the contract was on her laptop and we still have not received a copy of the contract. When she stated it was in the contract I said to her but you didn't verbally say it. You explained everything else. She then stated that she would get it cancelled. I then received a phone call on Aug 2,2022 from the Regional Vice President about cancelling and I informed him the reason and he said we had a 3 day cancellation period and I informed him that the Sales Rep did not verbally inform us of that. He also stated that it was in the contract and I informed him that is understandable but you still need to verbally inform customers. He then stated that we would have to pay 33% of the contract to cancel due to they have already pre-ordered supplies. I became upset because I feel they are trying to force us to do the project. Other thing how can you order supplies when you don't have any measurements He spoke to my husband today and is still trying to say we need to pay the 33%. I read a review similar to ours and her contract was cancelled. They have not any work we just want it cancelled.

  

  Business Response

  Date: 10/21/2022

  we issued the refund for the customer on august 9th. This issue was resolved at that time. 

  Customer Answer

  Date: 11/01/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ****