Baltimore kitchen remodeling design fails to satisfy

Baltimore kitchen remodeling design fails to satisfy

Arduous aesthetics

COMPLAINT: Marcia White, Columbia, Md.

"We contracted Roos Kitchens and Bath Design Studio for a kitchen design that incorporated a pantry and a microwave oven. They didn't perform any original work other than add aesthetics. They presented designs that didn't have a pantry and placed the dishwasher on the opposite side of the island from the kitchen sink!

"We also requested recommendations for lighting and electrical outlets. They told us electrical outlets were required for islands, but we'd have to figure out how to incorporate them into the cabinetry. We expected advice on how to do this without compromising the visual appeal of the cabinetry.

"They didn't address our concerns and desires. Additionally, the drawings they provided lacked dimensions so we couldn't use them."

DESIRED RESOLUTION: "I want a full refund."

RESPONSE: Sandy Roos, owner, Roos Kitchens and Bath Design Studio

"They want $950 refunded, but the measurement fee was $200 and the design fee was $750. We've declined because of the valuable time we invested in this project. We mentioned our design fee is usually a minimum of $1,000.

"They presented a drawing of their kitchen space to guide us. We took photos, notes and our own measurements of the kitchen and adjoining rooms. We presented three different layouts - not just one - of cabinets and appliances. We had no idea they were disappointed until we received their complaint letter.

"After they reviewed and chose a design, they were to get back with us so we could provide them with an electrical layout. We've been in business for 35 years, and more than a third of our business is with repeat customers!"

STATUS: Stalemate


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