Arlington company misses the mark on kitchen remodel, homeowner says

Arlington company misses the mark on kitchen remodel, homeowner says

Member complaint

I hired Xtraordinary Roofing and Remodeling in Arlington, Texas, to fabricate and install a granite countertop, as well as install a new sink and tile backsplash. I purchased a deluxe countertop, and it was cut and installed very well.

Unfortunately, they installed the wrong sink. But I noticed pretty quickly, and they removed it and brought back the correct model the next day. Since the tile came in late, they weren’t able to install it until a week after the countertop. When they did, they didn’t put spacers for the outlets, and everything looked crooked. I checked the countertop and noticed it was off one-fourth of an inch when measured using a four-foot level. That caused the backsplash installation to be crooked.

The owner told me this was because the cabinets weren’t put in level, but I don’t understand why they didn’t shim it. I expressed my concerns with them, but they said I was looking at it with a microscope. I contacted three tile installers, and they all said it would have to be torn out and replaced.

I want a refund of $700.

Rudolf Williams, Fort Worth, Texas

Provider response

We addressed all of these issues, and the member signed off on the final product. The member signed off on the work after we replaced the tiles and inspected the work again.

We only accept the final payment when the work is complete and we know the customer is satisfied. But the member hasn’t updated his account of this job since we completed it. We never refused to comply or correct any errors that we made. If the member still has issues, he should call me, and I will fix them.

Ramon Rivas, owner



Editor’s note: The member declined the company’s counteroffer to fix the problems that the member reported.

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.

Post New Comment


What is Angie's List?

Angie’s List is the trusted site where more than 3 million households go to get ratings and reviews on everything from home repair to health care. Stop guessing when it comes to hiring! Check Angie’s List to find out who does the best work in town.

Local Discounts

Daily deals up to 70% off popular home improvement projects from top-rated contractors on Angie’s List!