Kitchen Reno Debacle - How Much Discount/Refund Would You Ask For?

We got a supposedly reputable and expensive kitchen company to build us a new kitchen. Around $27K so not bloody cheap.

Anyhow, usually they say cabinets will be installed in 1-2 days, benchtops can take up to two weeks. Fine.

Our cabinets were put in 21 October and guess what, we're still waiting for one of the benchtops to go in. Until that's done, apparently they can't put in the gas stovetop because a temporary benchtop is wood and it's against the law to use a gas stovetop on a temporary MDF benchtop. None of our appliances are in the new kitchen so it's not really a kitchen - just cabinets.

It will be after Xmas before the benchtop is installed :wall:

Now OK, our old kitchen is still working so we can actually cook BUT because we have two kitchens in the one open plan living/dining/kichen area we have NO living space. It's no fun at all with two adults, a teenager and a very active toddler.

They've told me that they won't talk refund until it's finished and they do an inspection - obviously hoping that I won't care once it's finally working.

I think asking for a 40% refund would be reasonable considering a job that should have taken two weeks will actually have taken three months and we've been living in chaos in the meantime.

What do you reckon? Has anyone been in a similar situation and what refund did you get?

Was their turnaround time indicated in the quote? If it was, you have cause for redress if they have failed to meet that turnaround time. If it wasn't and it was just indicated verbally, then you are more limited in your options.

I hope that you have a new kitchen soon - with all of the preparation you put into this you deserve a lovely kitchen and a professional experience.

Sheesh Fiona, that just sucks. We did a major kitchen reno a year ago and it took months (but that was entirely our fault... long story) so I totally understand what it's like to live in chaos. It's so frustrating and exhausting. :hug:

I presume you've already tired to resolve the issue with the company and they're not coming to the party? And you've got evidence in writing (emails, records of phone calls)? Can you contact the department of fair trading in your state and ask them for advice?

Have you paid for it in full yet? I would be tempted to hold off any payments until resolved. We had issues with the group that did our bathroom, we still owed $2000 on the job and refused to pay it until they fixed the faults. They never fixed the faults, but did not chase us for the last payment either.

Good luck I hope it all works out for you.

the contract did not specify an end date. DH reckons this is in itself against the law according to Consumer Affairs.

But TBH I don't really want to go down the legal path, it will take too long.

I'm thinking if they won't agree to a refund then I'll try more direct action. Take a YouTube video of our debacle, name the company. Print out leaflets again giving the facts and hand them out outside their showrooms. Would obviously get legal advice before doing this but I imagine that if we just stick to the facts which is that it will have taken 3 months to complete, we should be safe.

And even more annoying, I probably won't even get to use it. We're looking to move out and rent a bigger house but in the meantime, we can't advertise our house.

:wall::wall::wall:

Just to clarify - we've paid for it all bar $500. It's a condition of their contract that you do that.

I'd be inclined to ask for a discount off the labour as opposed to the goods. What portion of the 27k was for the labour? I'd be willing to pay for the goods but I wouldn't be paying for the labour (or perhaps only a portion of it).

Regarding the youtube, leaflets. Not a great solution. May end up with a defamation action against you which would be a major pain. I think a better approach would be to put your complaint in writing to get the wheels in motion and to have a look at a fully itemised quote so that when you ask for a discount it is clear and precise.

HTH
Spring

ETA: Also great idea to take photos. Just because you have another kitchen you can use doesn't change the fact that the delay is unacceptable. What if you didn't have another kitchen????

Would get legalities of youtube, leaflets checked out to protect against defamation action but my rudimentary understanding of the law leads me to believe you can't be sued if you're telling the truth. We'd stick to the facts and leave the emotion out.

Maybe check out notgoodenough dot com

How awful for you!! I have no advice sorry, buut I'd definitely be asking for a discount/refund.
We had to wait over 3 months for a faucet for the bath, two bathroom benchtops & two bathroom sinks so I can understand the stress of living with half finished renos!!

I hope it gets sorted out soon.

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Just to clarify - we've paid for it all bar $500. It's a condition of their contract that you do that.

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Oh dear. Thought it was normally about 10% to be paid upon completion. Ouchies! The do have you over a barrel then. Not fair that they have taken almost all of the money, as it gives you no leverage over them. Makes me wonder if they do this quite often.

What a shocker!

You're in Victoria right? Investigate your complaint options - Consumer Affairs Victoria - Building & Renovation - and tell the company that you'll be .

I agree with Spring angel, the youtube / leaflet option sounds like it will just cause problems for you, not them. Official channels doesn't necessary mean legal action, you go through the complaints process.

As for what discount to ask for... hmm that's a tough one. Maybe one third off, which should represent their profit margin for the job.

Good luck and have a merry a christmas as possible!

Check your contract - what interest rate do they charge you if the progress payments aren't made on time? Then use that formula to calculate how much they owe you for stuffing you around this long :)

From memory, there's no interest rate charged - they just don't start the job unless you're fully paid up except for the last $500.

i would defiantely be contacting consumer affairs or the accc (if they arent the same people!) and be looking into your rights on this one. Very poor effort on the companies part why say a timeline if you cant stick to it - shame on them :shakehead:

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From memory, there's no interest rate charged - they just don't start the job unless you're fully paid up except for the last $500.

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TBH, I don't even think that's legal! They can ask for progress payments - at drawings stage, manufacturing stage, factory completion stage, and then final install. I'd be double checking that in your state - go straight to the Cabinetmakers Association or the HIA, either one will help. Make sure you tell the cabbie as well, because the threat may get them to pull their finger out, or they could lose their registrations...

Shall do. But they're a REALLY BIG well-known company so I'd be surprised if they hadn't had the legalities of their contract checked out before.

did you check out notgoodenough? It can be very informative, and you never know - this company may be been discussed already.

If you do want to post there about it - (you can even say the name there for some reason), there are people that can give you advice about what to do and what's fair.

i went on there awhile ago when I had trouble with a company that stuffed me around with my new car alarm system and it was rather enlightening.

xoxo

I had a quickish look Lulu - nothing about the company I'm complaining about and no immediate pointers about what to do. Just trying to decide next steps but thanks for letting me know - will have a proper look.

Post away then - I got some amazing tech advice from those in the know!

You know DP and I are just gagging to stand outside their showroom and give out leaflets. Could make a day of it.

Oh I KNOW you are *giggle.

Bugger it, go have a good day - take a picnic! At least you are not lying so it can't be defamation?

Yeah, that's what I reckon. DP would absolutely be in his element. Probably offer free train rides in the cab if they promised not to use that company.

you should definitely submit a thread to homeone forums for anyone who goes there looking for information on kitchen people. They have a whole kitchen segment and a new homes segment - I'd publish to each so that people looking to engage this company are aware of your dealings. You would likely get a pretty large number of potential clients there.

Definitely have things checked out thoroughly re. your thoughts of flyers. I suspect that you will need to word things VERY carefully to avoid trouble for slander or libel regardless of truth or not. I have an awful lot that I'd like to say about our builder, ALL of it true, but have been warned off of even publishing most of it on my blog let alone standing in front of their display homes or the likes and scaring away their potential customers. Even on a forum you are still liable for defamation suits, but I think you have more fallback there as you can word it in a way that you're looking for help or experiences from other users - as you have done on here.

Fi, if I came and joined you both for a few hours (I'll bring my castanets) can I get a train trip in the cab?

Ah Lulu, you can join us anytime - no leaflet-distribution required! I'm serious, PM me especially if Mitch & Beth like trains. DP does all suburban lines. Might have to rotate the kids in the front though, could get a bit squashy.