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

Status

Stalemate

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

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