New York kitchen remodeler works to correct vendor's mistake

New York kitchen remodeler works to correct vendor's mistake

COMPLAINT: Paul Mack, Schenectady, N.Y.

"I hired Kitchen and Bath World Inc. to install a new tile floor. They also installed a backsplash, countertop and gas range. Overall, the project went poorly; the tile work was the only high point. After they installed the first countertop, they told me it would be two days until they installed the plumbing for the sink and dishwasher. It was six days.

"The first L-shaped counter was cut poorly. A week later, they agreed they needed to redo it. The replacement countertop had a number of flaws, and in concentrating on getting these flaws to acceptable limits, and because of lighting conditions, I missed that the two pieces didn't match. They refuse to take any responsibility."

DESIRED RESOLUTION: "I want the countertops replaced with pieces that match or the estimated cost of new countertops refunded to me."

RESPONSE: Philip F. McGuire, president, Kitchen and Bath World Inc.

"With hundreds of projects completed to the satisfaction of our customers within the last year, it's unfortunate that, on rare occasion, our clients and ourselves are victimized by a vendor's error. In this case, a large supplier of countertop material made an error during the templating process.

"Upon being made aware of the error, we replaced the entire countertop. This customer isn't satisfied with the replacement, and I have an appointment with him to resolve the issue. I fully understand Paul Mack's frustration with this problem and will resolve it to his satisfaction. We are heartened that he was satisfied with those additional items that were within our personal control. The residential renovation business is fraught with challenges, and we do take customer satisfaction seriously."

STATUS: Resolved

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