While Kitchens Etc. has a storefront in Whitby which adds credibility and a sense of confidence in the business, we felt anything but once we began working with Mark. By the time the project was completed, we would say he is a handyman at best.
First and foremost, the length of time to complete the renovation from when we first visited the showroom is completely unacceptable. Our first visit was mid-June and, at that time, we indicated that we wished to have the bathroom completed between September 15 and October 3 or 4 as we were going to be away. As we have had other, larger, more complex projects in other homes completed in less time, we were confident that Kitchens Etc. would be able to commit to such a time frame. We have had a kitchen completely gutted down to the studs ready for use in three weeks. We have had a basement completely gutted and redesigned to include a basement apartment ready to use in eight weeks.
Everything was an excuse or someone’s else’s fault. The contractor needs to take ownership. However, the fact that no ownership is taken doesn't seem to matter. What we experienced was that Kitchens Etc:
• has no computer skills or office assistant to help with such things as Excel
• does not follow up with suppliers on quotes unless given a nudge
• is not proactive in ordering cabinetry, etc. well in advance so that the job can be completed in a reasonable amount of time
• cannot properly receive an etransfer the first time it is sent
• moved however did not have anyone else do work in the meantime
all of which led to this project taking almost five months from the first time we visited and outlined our required renovation dates. FIVE MONTHS.
To elaborate on our dissatisfaction:
• Excel spreadsheets made no sense, contained an old quote and were irrelevant
• Texts were not acknowledged or returned
• Emails were seldom answered in a timely fashion
• Cupboards and granite chosen first week of July yet nothing ordered until third week of August. Cabinets were not delivered until SEPTEMBER 30. We were told there was a summer plant shutdown, people take vacation, etc. at the manufacturer. We called the manufacturer and there was NO shutdown
• We had to purchase and handle delivery of all tile, toilets and paint – we’ve never done this before in any renovation
• Cheque for cupboards not requested until August and cashed August 15. Cupboards not ordered until after August 15
• Delivery date of September 30 for cupboards not communicated until September 12. If cupboards had been ordered in early July, they could have been installed right away on September 15, templating soon after and counter tops complete by end of September. We would still have had to wait for the shower glass templating but it would have been first or second week of October.
• Several conversations took place detailing shower reno, i.e. seat and shelves. No conversations or details noted or remembered. Frustration led us to say don’t bother with either when we really wanted both but were too upset and frustrated to work with Kitchens Etc. any longer – we had to go out and spend another $200 for shelving
• NO final drawing/plan of the bathroom was ever issued after the first plan which was incorrect because measurements were incorrectly noted
• We returned from vacation October 3 and:
o NOTHING was completely finished
o Cupboards installed, not templated for countertops
o Templating not scheduled until October 11 – why?
o Drop sheet still hanging
o Toilets installed but not hooked up - “you didn’t supply the right parts” was Mark's response when we called that night. We had to buy the parts ourselves and hook up. We are not plumbers. We should not have had to supply the right parts. Mark should have gone and purchased the correct parts so that we would have usable toilets. We returned from vacation at 10 p.m. with NO usable toilets on the main floor - thankfully we have a powder room in the basement (what if that were not the case?). Every single person to whom we have told this looks at us confused and says, ‘why didn’t he just buy the parts and do it for you?’ EXACTLY
• On October 10, Mark said he didn’t know which counter top or door handles we had chosen. We chose the counter top in JULY and picked the door handles in front of him on September 12.
• A simple etransfer could not be accepted without several emails because Mark does not pay attention to detail. We sent an email, told him what the password was and he still couldn’t successfully receive the etransfer. We had to send three times – each time costing us money and time.
• The showerhead was installed for someone over 6'. The height is 83” and one of us cannot even reach the removable showerhead – didn’t even think to ask us about that ahead of time – it cannot be fixed now. We will now have to try to find something that will substitute – spending even more of OUR money
• We asked that the vanity be at least 3” lower – not done
• We had to wait for Mark to do the grout sealing after the glass was installed. The instructions on the tube say the grout sealer should have been mixed with the grout NOT USED AFTERWARDS
• No final invoices indicating ‘paid’ were ever issued
WE HAVE SPENT OVER $25,000 AND STILL DO NOT HAVE THE BATHROOM WE WANTED. WE HAVE NEVER BEEN THIS DISSATISFIED WITH A CONTRACTOR IN OUR LIVES.
We gave Mark a copy of this review six days ago hoping that he would at least acknowledge our concerns. Well, he hasn't and we shouldn't be surprised because he never acknowledged our concerns or most things we said between June and November.