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Kitchen Makeover. A mess. Where do I stand with the Company?
(56 Posts)My Kitchen Makeover started on 26.9.23 to have new worktops, cupboard doors and sink. I was told that it would take a week to complete (although the Company advertise 2 - 3 days). It's still not finished and there have been various issues.
The first day, the fitter damaged the worktop. A few days later, he dented the new sink. The tap is incorrectly fitted. Some cupboard doors don't fit as they were measured incorrectly/too small and there are gaps all around the doors - the fitter tried to botch them up to try to make them fit but agreed that they were too small and new, correctly sized doors should be ordered and told the owner this. The plinth beneath the oven popped off as we opened the oven door for the first time. There are a couple of small dents in two doors and a few other bits and bobs that need sorting out.
We paid half of the monies at the start and we were to pay the other half on completion, as agreed in the contract. The owner (a franchisee) of the nationwide company, is saying that the cupboard doors that are too small "look fine" (he hasn't seen them in person, he's only seen a photo that the fitter sent him to show how small they were and has never been to inspect the kitchen.) A few days ago, the owner Whatsapped me to say that the kitchen is finished and wants the full amount paying now. I told him that it is not finished and he needs to come and look. I made him aware of all the issues, as they occurred, and he said that they would be dealt with but, so far, only the damaged worktop has been 'repaired' (not really to my satisfaction.)
We've had a quite a few Whatsapps between us over the past few days - first he said that he wants the balance of the monies. I told him that I will not be paying any more until the kitchen is finished and repaired. He then Whatsapped to say that, if I pay 75% of the balance due, he would come and take a look. I am not paying any more until the kitchen is completed. He promised so much at the start but I don't trust him anymore. I'm so upset and full of anxiety. I just don't feel like putting my kitchen items away. I've been living amongst boxes for 40 days. Is this reasonable? I'm in limbo. He refuses to come and inspect until at least 75% of the balance is paid (at one point, he said 100%. Confused.). Any advice ladies? Thankyou.
BBC's Watchdog may have had complaints about this company and would be interested in taking up your case.
www.bbc.co.uk/programmes/articles/2DQwStWpWjfYJQprQFN70TS/watchdog-on-the-one-show
We’ve just bought units from a reputable company and pieces are missing. Hell to pay tomorrow.
My advice would be to have another person with you if he does come to your home.You will then have support if he tries to argue with you.Unfortunately I have had past experience of this happening.
I hope all goes well for you.
Happened to us, kitchen was a problem from start to finish. The designer got his measurements wrong and none of the units would fit without moving a doorway. The fitter damaged one of the overhead cupboards, twice, and new one had to come from Germany so a month or two before work could be finished.
Kitchen was bought from the most well known department store and there was no way they were getting away with the shoddy work. They paid for the builder to move the kitchen door and rebuild the wall, they deducted a percentage of the cost of the Corian worktops and a lump sum in compensation.
Not sure we would have got anything if I hadn't threatened to name the department store to all the national dailies though.
You could also tell him you plan to contact ' You and Yours' on Radio 4.. worked for me when I was trying to get glasses replaced from a company in Denmark..
I'd try Resolver. Especially as you say the parent company is well-known.
They have been brilliant for me with several cases now. I'm currently in a dispute with Hoseasons after the lodge we rented had thick mould in the bathroom.
Once you open a case and add all the relevant info, they do the rest for you. They'll escalate your case for you at the correct time until it will eventually reach the highest person in the company and then the ombudsman.
It's completely free and saves you a trip to court too.
Take some really clear photos as I think you can only add 5 or 6 initally and you want them to count.
Cheeky bugger, he'll come when you've paid up! What guarantee do you have that he will come then. He sounds like a cowboy.
How awful for you. I agree with everyone who says don't pay another penny. IMO he has broken the contract he had with you to make over your kitchen to a satisfactory standard.
Agree you could try trading standards or facebook etc reviews or small claims court. If all else fails BBC Rip-off-Britain might be able to help. Good luck.
If you have paid by credit card for this, then they can help. We had a dreadful experience with a bathroom fitting company resulting in all of their work being ripped out in order to start again - our credit card co. paid for it all
Yes definitely use social media to highlight your problems. Find the main companies face book page if they have one. (or other social media is available).
I had one of those tumble dryers that needed adjusting because of fire hazard. After waiting about nine months and nothing had been done I saw the company on Facebook advertising their latest tumble dryer. I posted that it would be nice if they fixed all their faulty one 1st, said how long I had been waiting and the repair number I had been given. Obviously the tumble dryer company immediately removed my comment but I got a letter from them and it was repaired within a week! Companies do not like bad publicity!
Would your home insurance help?
MaizieD
Perhaps your local Trading Standards officer would be interested in this bodged job?
I would contact them for advice.
I certainly wouldn't pay out any more money...
This!
Do not pay a penny more - you likely will never see him again if you do. Excellent advice on here - bad publicity is the last thing he will want. Keep that chin up.
I'd stop the Whatsapp messages too and say you need all further communication by email or letter - Whatsapp messages seems a very odd way for a business to communicate - messages can be doctored or deleted.
I had similar problems with a bathroom fitter who I believe was subcontracted through the Company I dealt with (my belief is this Company put out the brief for the works and went for the lowest quote from a self employed contractor). I sent a full catalogue of the works - the problems, the badly fitted parts, the poor finishing - with photos to the Company and said I wanted someone to come and look - they sent the lovely young guy who'd done a survey of the measurements and I heard him say "shoddy" - he pointed out several other items that I would have let pass.
Does this franchise / overseeing company have BiKBBI logo on their website? bikbbi.org.uk/ or similar? Absolutely worth an email to them.
Keep a record of dates and times and photos!
Check your household insurance as you may be able to get advice and legal support from them as part of your policy
Oh . I am now shaking in my shoes. I got a phone call yesterday to say a company contracted by the local authority will be coming to replace my bathroom on the 22nd of November. I asked how long it would take and was told possibly around 3 weeks but they couldn't really tell me. I have been dreading it and will find it difficult to cope with the stress of it all, especially as I don't know how long it will take.
What a mess! To your home, finances and promised outcome. You’re in a pickle, but you have several good avenues to pursue, mentioned in previous posts.
• Keep ALL receipts, copies of contracts.
• I’d stay away from small claims court.
• Enlist the help of Trading Standards.
• Stay off social media- but do contact local television stations if they have a Consumer Helpline or something similar to BBC Watchdog. They do report and air specific cases to the public.
• If going to TV for help - keep your statement short but to the point, impactful. They get hundreds of requests. Well written statement will catch their eye.
•Even a good and reputable company/contractor needs at least 2-3 months to complete a major remodeling, refurbishing project, depending on scope. Especially if it includes appliances.
The “hurrier” they do it the worse the outcome.
Good luck to you!
USA Gundy
Yes, Trading Standards is probably the answer. Hopefully if you mention them to him he will be round like a shot.
Best of luck to you Pippins6133.
There are so many cowboys out there. Even the national companies seem to have good and bad reports, my son is using one soon and I have my fingers crossed the they do better than they did on a neighbour's kitchen here.
By the time they've added all the extras, VAT and whatever I sometimes wonder if you might be better off getting a new kitchen.
I don't know your location, but in my area (Bedfordshire, Hertfordshire, Buckinghamshire) we have The JVS show on BBC three counties radio. The presenter Jonathan Vernon Smith is a total star and resolves all sorts of consumer issues, thoroughly recommend him if you are in the area? He deals with plenty of kitchen issues
Get an independent kitchen fitter to compile a report on what is wrong with the work undertaken so far and how much it will cost to have it done to an acceorabke standard. Yes, you will need to pay for this. Submit a claim to small claims court if what you gave already paid is under £10K. Include copies of independent report, quote or any other documents you have eg whatsapp messages.
Include in your submission all costs you have paid out and ask for compensation for stress, time wasted (you won't put a figure on the compensation, the court will if granted). It seems quite a task but once you get started filling in the claim it is quite simple. Good Luck.
It’s no use going to the small claims court and getting a judgement in your favour, only to find that the defendant has no assets. This is particularly likely if you are suing a small company. Make it entirely clear - by email, not WhatsApp (a very unprofessional means of communication for the franchisee to use) - that you will not pay another penny until the work has been completed to your satisfaction, including making good of damage. By all means speak to Trading Standards but you may find they are too busy to do much to help you. Franchisees are, in my experience, to be avoided - they pay to buy a franchise and don’t necessarily have the knowledge and experience to do the job.
How horrendous for you. Don’t let these guys bully you. They try and make out that you are nit picking, know nothing about the process etc. They will do all they can to not take responsibility and part of that is try to make you feel stupid. They are masters at gaslighting! Stay strong and don’t pay another penny until the situation is to your satisfaction. All very draining!
I think this is why I’m not refurbishing my 35 year old kitchen. The tiles have the odd chip and the worktop has the odd knife mark where DH insists on cutting things without a chopping board. I’ve replaced the oven and the whole thing was built to fit my height. I’ve now shrunk and would like things lower but I haven’t the heart. I know I’m a pessimist but I honestly hate living here now and know that DH will never move. The thought of those problems that have arisen for op would send me over the brink the way I feel now. I feel for you op but admire your determination.
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