Express Kitchen and

"We certainly regret the mixed review. We started with an "A", then dropped to a "B" and finished with a "D" We do need to verify the timeline. It took 3 months from the time of contract to completion, however, 6 weeks were do to lead time for the custom cabinetry and another 1.5 weeks waiting for the customer to return home from business so we could work. Once we were allowed to start construction, we did have the kitchen demolished, rebuilt, counters installed and sink and appliances running in 12 working days. We did run into 2 issues The power needed to be relocated to accommodate the under cabinet lighting, which Express did at No Charge. We typically don't install items bought elsewhere, however, since the customer claimed he had already purchased an under mount sink, we did not see the harm in installing it for him. Turns out the under mount sink was actually an off-brand farm sink that does not comply with American made kitchen cabinetry standards. Express incurred over 900.00 in cabinetry and plumbing modifications in order to make customers sink work. Rather than refuse to install customers' non-standard sink, Express made the modifications necessary including ordering all new doors at no additional charge to the customer. However, the additional parts needed to modify the cabinetry did in fact, take several more weeks to procure. Therefore customer received a custom kitchen with all wood cabinets, all labor including appliance and plumbing hook ups, custom made desk area, led under cabinet lights, additional switches and outlets, quartz counter tops, 1100.00 in "extras" for the original contract price of $14000.00! While we could not always give the customer the answer they wanted, all emails were responded to the same day! Even on weekends! Apparently no good deed goes unpunished."

"Thank you for the kind words. We really appreciate good customers who desire a fair and honest price for quality goods and services!"

"Customer has broken their contract with our company 12 times since signing. We have already included 3400.00 in “extras” at no additional charge in an effort to appease the customer. We are now at the end of the project and the customer owes a final contract amount plus a substantial sum in approved extras. We have had problems getting paid throughout the job and now that we’re near completion, we’ve received this complaint. Ironically, the 2 customers that recommended us have much larger homes and had much larger scopes of work (1 was over $200.000.00). Not only have those customers recommended us to many other of their friends, they were both completed on time and 100% on budget, no extras! They have both had us back to do additional work in their homes and each of those additional jobs were larger than this job in question. This customer has changed their minds on timetables and payment schedules, changed materials after they were fabricated and installed, refused to acknowledge standard practices as detailed by the manufacturers, delayed progress for weeks at a time because of their inability to make a decision and made false accusations about our employees in an effort to receive free work. The customer delayed the largest part of the contract for 6 months alone! We have a framework of contact available to every customer. Every customer can contact the owner directly as needed as well as our support staff. Customer has sent numerous emails, which is fine. Most were answered within hours, even on Sundays! We bend over backwards everyday to try to ensure our jobs run smoothly, on time and on budget. Although this customer has prohibited us from doing our job effectively, we have still sought to deliver a quality job in as reasonable time table as they would allow. We work on hundreds of jobs every year and have never not completed a job since our inception. We appreciate the Angies’ List process and all their members. We strive to make sure members are treated fairly, professionally and have a positive overall experience. However, when customers refuse to accept the selections that they have approved, especially after they are fabricated and installed, refuse to adhere to standard practices and tolerances for materials and labor, constantly change their minds midstream throughout the project, refuse to make decisions for weeks at a time after the construction process has begun and refuse to pay when the job is complete, there isn’t much we can do to give the customer a quality and professional job, therefore we probably aren’t the right company for this type of customer."

"Thanks for the kind words, glad we could help. We will try to work with you on your other projects!"

"Thank you so much! Walk In Tubs are a HUGE part of our business. We're glad we could help make your bath tub beautiful and functional."

"Thanks for the kind words. I'm glad you're loving your new kitchen. We do apologize about the dishwasher, but unfortunately we have to go through certain channels to comply with the manufacturers warranty. We loved working at your home and your kitchen now looks as tasteful as the rest of your home! Thanks again!"

"Thanks for the kind words. We always try to exceed our customers' expectations, but when customers are kind, understanding and genuinely appreciate our efforts, it really helps our guys want to do their very best! Thanks again!"

"Glad we were able to help you out. I know gut remodels can seem overwhelming, but it was a joy to work in your home. Thanks again!"

"I'm so glad we were able to get this project done for you. Your kindness and warmth were felt by all our employees! Thanks again!"

"I'm so glad we were able to get this project done for you. Although it wasn't the largest project we've ever done, there were a few challenges that I'm glad we were able to overcome. Thanks for being patient and we're glad you happy with the end result. Thanks again!"

"We are saddened to read this review, since we work very hard to exceed every customer's expectations. It is true that we started 1 week later than projected. However, we are clear that we will not start any job until every piece needed has been received. We will never risk starting a job that we aren't sure we can complete on time. Without every piece in hand, we have no way of predicting a finish date. Therefore, we decided that it would be in everyone's best interest to wait until all of the required materials had arrived. This decision enabled us to start and finish the job on time and on budget! Furthermore, we installed 2 additional circuits at no charge. The homeowner was pleasantly surprised that we were able to procure his electrical breakers (he hadn't been able to find any.) We purchase our plumbing fixtures from large plumbing distributors, and when there is a particularly large or heavy item (like a bathtub), we will have them delivered directly to the jobsite. Our delivery orders are always explicit: no deliveries before 8:00 AM. When we found out that the driver had missed that detail on the delivery ticket, our owner went to the customer's home to personally apologize for the driver's error, as well as to check on the progress of the job. While there, the homeowner accepted the apology and offered the next installment payment, which was due at that time. Progress was made daily on this job, and every day underwent inspection. The job was completely remodeled (down to the studs), rebuilt, and delivered to the customer in 10 working days! At the conclusion of every project, we go through a 12 point inspection sheet with every homeowner. We DO NOT collect final payment until every concern has been addressed and corrected. Steve (an Express employee) did the preliminary walk through and had several tiles replaced, some small drywall imperfections corrected, and some areas of paint touched up. Upon re-inspection, the homeowner expressed that they were satisfied, allowed Steve to take pictures (which we now keep in our portfolio), signed off on the final walk through and offered Express final payment. After 2 weeks passed, the homeowner phoned and emailed that upon closer inspection, a few tiles didn't "look right" and they had found another drywall imperfection. Although the job had passed initial inspection, Express ordered additional tiles and offered to come back to make any adjustments necessary. To date, the customer has not yet responded to Express to schedule time to make any necessary corrections. We work on many homes every year, including fixing homes that have be repaired poorly by others. Most of our customers are thrilled that we can fully demolish a bathroom and finish in 10 working days while staying on time and on budget, including interim inspections and a final walkthrough approved by the homeowner. Our customers love that they do not have to make final payment until the job is completed to their satisfaction. We always warrant our work, and we are available to correct any defect found (sometimes even after the warranty period has expired.) We regret that this homeowner is no longer happy and welcome the opportunity to correct any defect they may have found."

"We are very sorry you had an unpleasant experience with your countertop. We take every job very seriously and try to make sure every customer has a great experience. We like Angie's List because we feel it gives an opportunity to present balanced and unbiased opinions. I don't think this rating paints a full picture. The job in question was estimated July 1st, which we were closed for the 4 day holiday. Time was of the essence and we wanted to help fulfill the customer's timeline. We managed to estimate on Monday, template the counters on Tuesday without having to remove the existing tops (which no other counter top manufacturers will do), and fabricate on Wednesday before retiring for the long weekend. We typically remodel kitchens and baths with a very detailed contract (which previous customers have praised), but since this was a small top only and had to be done quickly, we did offer a final bill of sale upon completion. We do employ all our own employees, however, we do not build cabinets, countertops, appliances etc. We do utilize outside vendors, not subcontractors. Subcontracting refers to hiring another company for performing labor-related services (electricians, plumbers, tile installers, etc.). Vendors are companies that provide specific goods. Clover Counters was the vendor for the countertop for this job. We managed to install on Monday (2 working days-really!) in order to accommodate the customer. We were closed on Saturday, but while catching up on some work, an employee answered the phone on Saturday to find the customer would not be available until Monday afternoon. We only suggested 1 pm as customer said she worked until 12:45. We start work at 7:30 a.m, so starting a project at 2 or 3 p.m. is difficult, but again, we wanted to provide the best service possible for the customer. Counter delivery was scheduled between 2:30 and 3:00, however delivery was early and top delivery did have to wait a few minutes. This is a very old kitchen and the cabinets are near the end of their lifespan. Our employee did remark that the painting on the cabinets did look nice, he was trying to compliment them. The drawer glides were old, frail and in disrepair. What customer remarked as excessive handling was because the glides no longer work correctly, we were trying to get them to align. Our employee did ask to borrow a phone charger (which was wrong), but because his phone was dying, the dishwasher wasn't working and he had been on the phone several times with his boss, he was worried he would not have been able to finish. Our mistake, we purchased a car charger yesterday! We never removed the dishwasher, however, the electrical connection was loose and the old dishwasher plumbing connections were leaking, both of which we repaired at no additional charge. The customer did inquire about decorative edges, which would be extra, however the reason we did not supply (or charge for) decorative edges was a matter of overhang and window casing. They simply wouldn't fit! We did stay until 6:00 p.m. that evening to make sure the dishwasher was repaired, working properly and leak free. We managed to estimate, build and install new countertops in 3 working days! We repaired the plumbing and dishwasher and made sure the customer was without a sink a mere 4 hours. While we never claim to be perfect, we are still very proud of the way we try to accommodate every customer's needs."

"I'm glad you allowed me to take you "out of your comfort zone". Your granite and tile alone makes this one of my favorite kitchens! Take care and thanks for everything!"

"Most people feel they get a bit more than they pay for with Express. Our referral business is built on that. Thanks again for having us take care of your project."

"Some of these older homes can be quite the challenge! I'm glad we were able to exceed your expectations. Thanks again!"

"We take pride in completing each project on time and on budget, however, there are times when circmstances run beyond our control. We did order custom glass doors and they were warped, so they needed to be remanufactered. After the the base trim had been installed, customer asked us to change to tile base, however, no tile base was available to match. Customer requested a different tile base, which we ordered, but was not in stock. Customer never originally ordered tile base for job, and did not pay for tile base. Further, customer never paid to have base exchanged. Customer ordered a cabinet for main bath, knowing it would have to be built and would not be there when balance of work was completed. Employee did lock himself out by accident, however, employeed remained onsite until customer returned rather than leave for good. Customer never phoned directly, but did email. All emails were responded to the same day! We did appologize that the pieces and parts needed were not it stock, however, if the customer had ordered tile base originally, the material would have been there when we began construction. We fixed every item the customer could find fault with and didn't charge her for changing the base after the wood base was installed. While waiting for special orders can be frustrating, there was nothing that could be done and unfortunately, when customers make changes mid-stream, delays will occur, typically with added expense. While the remaining pieces did take time to get in, both bathrooms were up an running withing approx. 1 week. We even left the warped doors installed so customer could use shower until replacement doors arrived."

"Thanks for the kind words. So awesome to see your family grow in your new home. And thanks for the referrals!"

"We really appreciate all our customers, but our guys just love working in your home. Thanks for the referrals and the additional kitchen and bathroom since the review!"