Complaints

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• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company Jericho Home Improvement company sent a salesman, ****, to my home to discuss my kitchen. The first time he came by we did not sign any contract because of the high cost for kitchen cabinets. We thought about it and asked how much it would cost for an apron sink and countertop and after we signed the contract **** stated that he would let us know when we could go to the warehouse and look at the granite countertop. When I go there all the granite offered was NOT what I had in mind. The only thing that would work was quartz because it didn't have the glossy finish. Then he provided a small, book by ****** for my sink. I had in mind when I talked to him an apron sink made of ceramic or cast-iron. The problem I have with the company is WHY can't the customer go to the warehouse and see the selection before getting the loan?? . People like me who have NEVER had to re-do a kitchen upgrade can find the process daunting. This is not a business that I want to continue with and it absolutely ridiculous since after signing the contract and being able to schedule the date to look at the product put me in what they call " Too late to cancel" because its past their 3-day rule! If they would have made it the next day or BEFORE signing the contract this would have never happened. The office manager **** now wants 25% of the 16, 780.00. I don't know why they can't refund it because we never went to the next step, which would have been to send their contactor out to do the final measurements. No work was done! NONE. they didn't cut any of the slabs.

  

  Business Response

  Date: 03/07/2023

  We have a signed agreement, which is designed to protect our
  customers and ourselves.  We visited customer 2/16/2023 and left her with
  an estimate.  The client then contacted us again after deciding to move
  forward with the project (signed agreement attached) 2/23/2023.  The
  following Monday we did selections with the customer on 2/27/2023 at one of the
  largest granite distributors in Kansas City.  At this time, we looked at numerous
  stones & various polishing techniques including matte finish.  After
  considering all available options the customer insisted on a specific
  quartz.  This stone was chosen due to preference.  After the
  selection was made 2/27/2023 she signed a change order for her stone (signed
  agreement attached)  At this point we placed the stone on hold and are
  subject to charge.  The date of the selections was within her rescission period.  She had throughout the following day to cancel per our
  contract.  Customer contacted us via email Saturday 3/4/2023 @
  1:15p.m.  Our design Manager reached out to her Monday morning to discuss
  what was going on.  We spoke about the stipulations of the agreement and
  proceeded to try and find a solution for her.  She hung up on our Manager
  without having any conversation about a solution.