ComplaintsforKitchen Fronts, LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DATE OF COMPLAINT FILED WITH BBB: March 21, 2024
  Hi again *****,
  Thank you for reaching out regarding our dispute with Mr. **** *******, Owner of
  “Kitchen Fronts.” After we spoke, I was able to discuss the situation with my husband,
  ******. It took some time to write this, because we wanted to document the details of
  our concerns. They are as follows:
  
  Kitchen Fronts Damaged our Microwave
  The Kitchen Fronts installers (***** and ****), who came to our home for a small remodel project, damaged our microwave. The installers pulled it off the countertop and were working with it “for hours” according to Mr. *******, flipping it on its side, and also upside down to see the four feet, trying to manipulate it to ?it into the newlyformed cavity (where a built-in oven had been removed) in our wall cabinets. They were attempting to maneuver the microwave to attach its feet to the metal rails associated with our new microwave trim kit, to build it into the wall cabinets, in order
  to create a ?inished front appearance. But in the process of handling our microwave, I heard multiple loud crashing sounds coming from the kitchen. Other than my young son, I was home alone, working in my Home Of?ice, and I didn’t feel comfortable confronting the installers regarding the strange sounds. I trusted that if anything were damaged, they would bring it to my attention. But clearly, they did not. Even though the project work had not been completed, they left our home hastily, without telling me about the damage, and never returned. They didn’t leave any phone number, nor any other way to contact them. Please see additional information under “Project Schedule” below.
  Project Schedule, and Details of the Damaged Microwave
  Ms. ****** **** (Mr. *******’s secretary) told us that our project was scheduled for 3 days: March 4th, 5th, and 6th, from about 10:00 am to 5:00 pm daily. On the first day, Monday March 4th, the primary goal was to remove the gas stovetop, and perform the electrical work needed to install our new freestanding stove/oven range, which was delivered by Best Buy at 12:45 pm on that day. Instead of completing the electrical
  work so that we could have a working stove/oven to make dinner, they told my husband that they were “missing a part” and left for the day at 3:00 pm. Knowing exactly what electrical work was needed in advance of their arrival, why didn’t they bring all the necessary parts on their truck? And if they were simply missing a part,why didn’t they go pick up the part and return with it? With 2 hours still remaining in the workday, it seems reasonable to expect them to do so. But they did not. Consequently, we had to go buy take-out for dinner from a restaurant, which was avoidable if the installers had come properly supplied, or had taken the time to get the part and ?inish during those 2 hours, instead of halting the work early, to clock out for the day and head home at 3:00 pm. On the second day, Tuesday March 5th, while attempting to “build in” our countertop microwave, they evidently dropped and damaged it. They mysteriously left in a hurry, even though it was only 2:00 pm, and even though other parts of the project were incomplete, including carpentry (wood putty and cherry stain) to fill in noticeable cracks and gaps along the uneven wood seams, to finish the facework on the cherry cabinet fronts. They also installed the top drawer incorrectly, such that it does not open and close properly. With the 3 hours remaining in the workday, they easily could have addressed these aspects of the project, but instead they left abruptly without telling me about the microwave damage, and without leaving any phone number to reach them.Fully expecting them to stay until 5:00 pm on Day 2 of our project, I had simply run out for just a short time to pick up sandwiches for me and my son. While I was out, they wrote a vague note saying “the trim kit seems to be incorrect” and left. But the trim kit was, and is, correct. We had purchased this speci?ic trim kit expressly because Mr. ******* had instructed us to do so. He indicated that it had exactly the right dimensions, and would “work perfectly” with our existing microwave. With hours still left in the workday, I tried texting and calling Ms. ****, since that’s the only number
  anyone from the company would give us, but she claimed (without explanation) that she wouldn’t be able to reach ***** (the installer) until Wednesday. I messaged Ms.**** twice on Day 3, Wednesday March 6th, in the morning without a response. Finally she replied to say that ***** and Mr. ******* were having a meeting to discuss our microwave. Only now do we realize what that meeting entailed. Obviously, they were plotting how to handle, and how to conceal, the microwave damage. The installers did not arrive Wednesday morning, on Day 3 as scheduled, to finish our project. Later Wednesday afternoon the Owner, Mr. *******, who had not been involved in the installation, came to our house alone. I asked him why ***** and **** had not
  returned to install the microwave trim kit. He carelessly yanked the microwave out of the wall cabinet (where **** and ***** had left it) and ?lipped it up on its side to show me the feet on the bottom. In the process, the large glass tray and rotating hardware that spins the glass microwave shelf came crashing down inside the microwave. I rushed to pull them out and set them safely aside. Thankfully, they hadn’t broken. But it was very strange that Mr. ******* wouldn’t have first removed the glass shelf himself. It seems awfully careless for someone who claims to have 40 years of experience
  remodeling kitchens, to flip a microwave over and not think about the glass shelf inside. But now it’s obvious why he was distracted, because he was trying to hide the damage on the left side of the microwave, and so evidently that’s what he was focused on at that moment. With the microwave now resting on the kitchen island, he then positioned himself on the damaged side of the microwave, to block my view of the large dent.
  After we discussed the position of the microwave feet versus the location of the designated holes in the metal rails of the trim kit, Mr. ******* said that his installers would simply fabricate rails out of melamine, to replace the metal rails that didn’t align with the microwave feet. He then went to shove the microwave back into the cabinet, and as he was sliding it in, I finally noticed the gash/dent on the left side of the microwave. I told him that when ***** and **** were working on Tuesday, I did hear multiple loud, crashing sounds coming from the kitchen, that were alarming. He was
  quick to say that there was “no chance” that they had damaged our microwave, and that anyway, there was no need to worry, because the dent would be hidden by the microwave trim kit. I told him that it did worry me, because I could see that because of the large dent, the frame bowed outward now, in the lower left corner adjacent to the microwave door, and bowed upward along the upper left corner, both of which could indicate a break in the seal that keeps microwave radiation from escaping during use. Mr. ******* became very defensive immediately, and said that the damage “must” have
  been caused by our movers that moved the microwave from ****** to **** in December of 2021. He said we just hadn’t noticed it because it had been sitting on the counter all this time, pressed against the refrigerator. This seemed like a plausible explanation, so I let it go.
  But when my husband came home on Wednesday night, he remembered an important fact. This microwave was NOT moved from ******. We had purchased this same model of microwave when we lived in ******, but that microwave was then built in to our cabinets there (we can provide photos of this) and therefore was left behind for our home Buyers. When we arrived in ****, we liked our old microwave so much, that we
  ordered the identical model again on December 17th, 2021, when we moved in. We have Best Buy records of both orders, that we are happy to share as evidence that this microwave was never touched by the movers. Our Best Buy warranty for the ****** microwave **** expire this September, but our warranty for the current microwave runs through January of 2026, so this microwave is only a little over two years old, and should be usable for another 2 years, at least. ****** said that he thoroughly inspected the microwave upon delivery, and that it’s been sitting, undisturbed, on our counter 
  adjacent to the refrigerator, ever since. So there’s positively no way that big dent could have occurred through normal use in our kitchen, since the microwave has been pushed against the refrigerator on that side, to allow room for our toaster on the right side of the counter. It’s a narrow counter area, sandwiched between the refrigerator on the left and a wall on the right, and a very snug ?it for the microwave and toaster. It’s
  precisely because of this lack of counterspace in our kitchen that we wanted to build the microwave into the wall cabinets, in the first place.
  Fabrication of Lies Mr. ******* has never provided any phone number to contact him, other than through his secretary’s personal cell phone. She (Ms. ****) has repeatedly ignored our phone calls and text messages. On Friday March 8th Mr. ******* finally called me back on Ms.
  ****’s personal cell phone, only to berate me. His tone was hostile, hateful, rude, and condescending. He even went so far as to concoct an absurd story about “noticing” the dent in the microwave on his first visit to our home, which is literally impossible for two reasons: First, our microwave had no gash prior to Kitchen Fronts’ damaging it, and Second, the microwave was sitting ?lush against the refrigerator, so that side of the microwave was invisible to him. But during our phone conversation he fabricated the ridiculous lie that he supposedly “saw” a dent and then “noted” it in his project papers,
  on February 13th. My husband ****** was with Mr. ******* the entire time he was in our home on February 13th, and not once did Mr. ******* pull out the microwave from the counter, nor did he inspect the left side, nor did he make any verbal observations regarding the appearance of the microwave, which was in like-new condition at that time. That Mr. ******* would invent this imaginary version of events and then add
  these fictitious “notes” after the fact, obviously in an attempt to shield his company from accountability, is not only suspicious, but clearly demonstrates his dishonesty and serious lack of integrity. Similarly, contrary to Ms. ****’s letter to the BBB, at no point did Mr. *******, nor anyone from Kitchen Fronts, offer to replace the damaged microwave. If they had, then we wouldn’t be having this conversation, because the problem would have been swiftly
  and peacefully resolved. The fact that they would lie about this, as well, further confirms their inherent lack of trustworthiness.
  Ms. ****’s letter also states that we have a remaining balance of $1700 outstanding. Yet this is also incorrect. We’ve already paid $450 of the agreed-upon $2,150 to complete our kitchen remodel project. Yet the $1700 was not due until the satisfactory completion of all work, as clearly stated on the contract, which I **** attach to this email for your records. But they have not completed the work. Specifically, the microwave has not been built-in to the wall cabinets, the microwave trim kit has not been installed, the top drawer was installed incorrectly and doesn’t function properly, and there is still
  carpentry work (filling and staining gaps and cracks along rough, ragged seams) to finish the cherry cabinet wall face, as mentioned already.
  Microwave Replacement
  Because the trim kit, once installed, **** cover the sides of the microwave, the damage would theoretically be concealed. So, it’s not aesthetics that worries us. We are very concerned that since the gash in the side changed the alignment of the door frame, that the internal seal of the microwave might indeed be compromised, which could allow harmful and dangerous radiation to escape while running the microwave.
  After speaking to Mr. ******* over the phone on March 8th, it was clear that he was unwilling to take any responsibility for his company’s damage to our microwave. While we can certainly understand that accidents happen, Mr. ******* was unwilling to admit that ***** and **** accidentally damaged the microwave. And although it is still under warranty, our warranty does not cover accidental damage. As already noted, we do not
  feel the microwave is safe to use in its current damaged state. Since Mr. ******* did not offer to replace it, we ordered the replacement ourselves from Best Buy immediately following the fruitless discussion with Mr. *******. It is the identical make and model of the damaged microwave. We priced it with a 2-year warranty (for $376.23) when we quoted the price to Ms. ****, since only 2 years remained on our existing warranty. But
  since Mr. ******* never offered to buy a replacement, we ordered it ourselves with a new 4-year warranty, for $397.73. Please see order information, attached. We would be satisfied with reimbursement from Kitchen Fronts for $376.23.
  Microwave Trim Kit Not Yet Installed: But we lack confidence and trust in Kitchen Fronts to complete the Work Mr. *******’s planned “solution” to fix the problem with the alignment of the metal rails in our microwave trim kit, was to cut out and drill holes in melamine rails instead.
  When he left our house on Wednesday, he said they would fabricate the melamine rails and return to install the microwave trim kit. Then on Friday when we spoke over the phone, he claimed he had talked to an appliance guy at Lowes, who told him not to do that, because it would void our microwave warranty. We wondered why the Lowes’ employee would say this, so ****** and I researched whether melamine rails would
  even be a safe option, knowing that the bottom of the microwave heats up during use.
  We searched the National Library of Medicine’s chemistry database called PubChem at the National Institutes of Health (NIH). We were disgusted and alarmed to learn that melamine is a toxic material, that “Sublimes when gently heated.” (National Toxicology Program, 1992) This means that melamine, a solid substance, changes directly from a solid into a vapor, even when gently heated. And breathing these fumes is hazardous!
  Under Melamine, Section 12, Safety and Hazards, see 12.1.4 Health Hazards: ACUTE/CHRONIC HAZARDS: This compound is an irritant of the skin, eyes, mucous membranes and upper respiratory tract. When heated it emits toxic fumes of carbon monoxide, carbon dioxide and nitrogen oxides. It also emits highly toxic fumes of cyanides. (NTP, 1992) SYMPTOMS: Symptoms of exposure to this compound may include irritation of the
  skin, eyes and mucous membranes. It may also cause irritation of the upper respiratory tract. Other symptoms may include urinary bladder stones, diuresis and crystalluria. Dermatitis has been reported. Kidney injury may occur.
  Source:
  National Toxicology Program, Institute of Environmental Health Sciences, National Institutes of Health
  (NTP). 1992. National Toxicology Program Chemical Repository Database. Research Triangle Park,
  North Carolina.
  As a result of our research, we lost confidence and trust in Mr. *******’s judgment and construction practices. ****** and I are both Mechanical Engineers, but devising a solution to the microwave trim kit rail problem is not rocket science. We **** engineer a solution that is responsible and safe. Designing a simple rail system to elevate and stabilize the microwave **** be easy for us. We **** use real wood , not melamine, with silicone spacers to lift and secure the feet, providing an area for safe ventilation of heat generated by the microwave. On the phone I told you that we would gladly pay the $1700 if Kitchen Fronts would reimburse us for the damaged microwave, and also finish the project scope as agreed upon in the Contract. But after due consideration, with reflection on the outright lies, fake “notes,” and dishonorable behavior exhibited by everyone at Kitchen Fronts including Mr. *******, Ms. ****, as well as the installers ***** and ****, Kitchen Fronts has given us absolutely no reason to trust them in our home. To further discover that Mr. ******* planned to install toxic melamine rails in direct contact with our microwave, necessitates another vote of no confidence in Kitchen Fronts. We simply do
  not feel comfortable with Kitchen Fronts returning to our home. We **** finish the project ourselves. We **** pay for the work that was completed, if we can agree on a dollar value obviously less than the full project cost of $2,150, since it was not completed, minus the $376.23 for reimbursement of the replacement cost of the damaged microwave. As you can see from the original Contract, the project scope was not itemized with individual prices for each step, so determining what dollar amount is fair to pay for the work that was done, remains an open question for debate. 
  
  Lack confidence and trust in Kitchen Fronts, continued -- Laundry Room Remodel –
  switched to alternative reputable Contractors 
  On the Contract you can see that we originally asked Kitchen Fronts to give us estimates for both the kitchen remodel and a laundry room remodel. In discussing the laundry room project with Mr. *******, we immediately had concerns and hesitations about choosing Kitchen Fronts for that work. For instance, Mr. ******* said that he never allows customers to choose their own sink. Specifically, we wanted a Kohler white
  enameled cast iron utility sink, but he said, No, he would choose for us – a stainless steel sink, which we didn’t want. He encouraged us to buy cheap Shaker cabinets from his supplier, although we had already chosen LifeArt Cabinetry, since unlike many other
  cabinets on the market today, they don’t contain chemicals that cause cancer. Mr. ******* was flippant and rude about our cancer concerns. My mother had breast cancer, so I take the risk seriously regarding cancer-causing products. He said he couldn’t guarantee that his Shaker cabinets wouldn’t cause cancer, but that they would be a lot cheaper to buy and install, which isn’t what mattered to us. In addition, to choose our new quartz countertop for the laundry room, he said we had to choose from remnants leftover from other customers’ projects, at a place called ******* **** Yard on
  the far east side of town. We actually wasted our time driving all the way out there, only to ?ind a small, pitiful selection of discarded scraps, with nothing at all that we would want installed in our laundry room.
  So instead of proceeding with Kitchen Fronts, we hired alternative, reputable contractors to perform the necessary Electrical (for undercabinet lighting and a new GFCI outlet) and Plumbing (to install our new white enameled Kohler cast iron utility sink and faucet), as well as a different Construction company to install our new LifeArt Cabinetry cabinets, and a Countertop company that allowed us to choose the exact pattern of quartz we wanted to complement our laundry room, with no minimum purchase. Working with these companies has been a breeze. The contractors have been professional, courteous, careful, responsible, and respectful. Consequently, our laundry room remodel project has been a huge success!
  
  We are sharing this information to compare and contrast with our very negative experience with Kitchen Fronts. Beyond the damage and the lies, they were also disrespectful and unprofessional. Several times they used our guest bathroom, which shares a wall with my Home Of?ice. The walls are thin, so I could hear everything. They used the restroom, flushed the toilet, and then immediately grabbed the door handle, flicked off the lights, and walked out, without ever turning on the sink water to wash hands. Needless to say, this is disgusting and unsanitary. We have high-quality liquid soap and a paper hand towel dispenser that provides plenty of clean disposable hand towels, so there was truly no excuse. Consequently, both days after they left, I had to
  walk around with Clorox wipes sanitizing everything they had touched – every doorknob, every light switch, stair handrails, and so on. I don’t care what they do in their own homes, but when they’re in the home of a Client, obviously it’s a bare minimum requirement to wash hands after using the bathroom. It’s a basic and reasonable expectation that was not met by Kitchen Fronts.

   

  Summary
  In conclusion, if Kitchen Fronts reimburses us for the cost of the damaged microwave, then we are willing to pay for the work that was satisfactorily completed by them. We do not want them to return to our home to finish the work. We would need to come to an agreement on the dollar value of what work was actually completed. Once agreed, we **** pay this dollar amount to Kitchen Fronts, less the $376.23 for the cost of the microwave. Please let us know what Kitchen Fronts estimates is an appropriate price for the partial work performed, and we **** try to reach an agreement.
  Thank you,
  ******** and ****** ***********  

  

  Business response

  03/29/2024

  We entered a contract with ****** & ******** *********** on 2/13/2021 to complete the customers note sheet for the kitchen. Work was done on 3/4 & 3/5/2024 with the exception of the microwave trim kit installation. The customer provided a Whirlpool trim kit and a GE microwave therefore, the feet do not line up correctly. We suggested she get the proper GE trim kit or purchase a Whirlpool microwave, and we would return to install it. Although, I **** still need to pay the installer for installing the trim kit, I am willing to deduct  $150 for the trim kit not being installed and consider the matter closed.
  Thank you,
  ******* *******

  Customer response

  04/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  We are rejecting this response for two reasons: First, Kitchen Fronts has not acknowledged the fact that they damaged our microwave, and are therefore responsible for its replacement, in the amount of $376.23. Second, $150 is not a fair deduction for the failure to complete all the work contracted.  Specifically, the microwave has not been built-in to the wall cabinets, the microwave trim kit has not been installed, the top drawer was installed incorrectly and doesn’t function properly, and there is still carpentry work (filling and staining gaps and cracks along rough, ragged seams) to finish the cherry cabinet wall face.  And furthermore, for clarification, we purchased that exact microwave trim kit per Mr. *******s' express directions.  So no, Kitchen Front's response does NOT resolve our complaints.

  
  Sincerely,
  
  ****** And ******** ***********

  

  Business response

  04/10/2024

  Kitchen Fronts definitely did not damage the microwave. The manager tried to find you to tell you about the small dent on the side, and to explain the trim kit purchased did not fit properly, but he was unable to find you as you had apparently left the house. I was asked if the opening measurements of a trim kit you found online would work. I verified the dimensions of the microwave and opening which are correct, however, the trim kit purchased was for another brand and the feet of the microwave do not fit the grooves on the trim. We warranty our labor for 1 year for any problems you have. Your original balance due was $1700.00 minus the $150 for the trim kit not being installed which leaves a balance of $1,550.00.
  

  Thank you,
  ******* *******

  Customer response

  04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  We are rejecting this response because: Kitchen Fronts has failed to address the replacement of the microwave they damaged.  In the letter they originally sent to BBB, Ms. ****** **** stated that Kitchen Fronts had offered to reimburse us for the replacement of the damaged microwave.  As we've already noted, that was false.  That she was lying is now all the more obvious and evident because of their persistent silence on the damaged microwave reimbursement.  We also disagree with the value placed on the remaining work that was never completed.  It would not be less than $200, and should be more like $300.  But to be done with this and move on with our lives, we'll agree to $200.  Therefore, we **** agree to pay Kitchen Fronts the actual balance due, which is $1123.77.  Specifically that's $1700 - $200 (unfinished work) - 376.23 (damaged microwave reimbursement) is equal to $1123.77.  Where do we mail the check?
  
  Regards,
  
  ****** And ******** ***********

  

  Business response

  04/18/2024

  Installing the trim kit is actually only $50 labor, but we offered $150 in order to close this matter. As for the microwave, we did not damage it, however I see there was a communication error that says we offered to pay for the microwave. Since it was our office that made that error we will honor that as well in order to close this matter. That is a balance of $1700 due less $376.23 for the microwave, less $150 for the trim kit bringing the total to $1173.77. Although this does not satisfy the contract, we **** not seek to collect any other debt regarding this matter if we receive a check for the amount of $1173.77.
  
  Thank you,
  ******* *******

  Customer response

  04/19/2024

  Better Business Bureau:
  
  We accept the business's response to resolve this complaint.  To what address should we mail the check?  And to whom should the check be made payable?
  
  Thank you so much, 
  
  ****** And ******** ***********

  

  Business response

  04/29/2024

  
  On Mon, Apr 29, 2024 at 9:28 AM Kitchen Fronts <***********************> wrote:
  *****,
  
  I wanted to reach out to verify this is all resolved and nothing else is needed from me? The last response asked for the check and mailing info, but there was no way to respond. Please let me know if I need to do anything else.
  
  Thank you for your help in this matter!
  
  ****** ****
  Office Manager
  
  Kitchen Fronts DBA Wall to Wall Remodeling
  
  ************
  

  

  Business response

  05/06/2024

  On Mon, May 6, 2024 at 9:24 AM Kitchen Fronts <***********************> wrote:
  Good morning!
  
  ******** texted me Friday inquiring what address to send the check and who to make it to. I emailed last week asking about her getting that question responded to as there was no way for me to respond. I did not really get an answer about it so I assumed someone on your end told her to send it to us at our address on her contract; however, she is implying she does not know who to pay or where to send it. I do not feel comfortable texting her back as that **** open the gate to more. Would you please contact her and reiterate our company name and address?
  
  Thank you!
  
  ****** ****
  Office Manager
  
  Kitchen Fronts DBA Wall to Wall Remodeling
  
  ************

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