Day 72 – Renovation Blues

See the blue tape. That is how you tag punch list items. Blue seemed an appropriate color.

Diana visited today to talk about punch list items. Unfortunately, she did NOT come to listen to her customers. As Betty explained our concerns about the quality and installation of the cabinets Diana repeatedly interrupted with explanations about different cabinet construction standards, finishing and manufacturing techniques. At one point Betty commented that she didn’t feel like Diana was listening to her. Diana’s response, “Well you’re not giving me a chance to offer my rebuttal!” Betty pointed out that this was not a debate, but simply a dissatisfied customer providing feedback.

Renovation Blues – blue masking tape marking places where the cabinet finish is damaged.

So the seemingly pointless discussion about the disappointing quality of the cabinets ended. We moved on to the punch list items which, of necessity, included some cabinet items:

• a cabinet that fails to close and can’t be forced to close
• cabinets where the finish is flawed, rubbed off, and some portions even left unfinished
• the still missing cabinet above the microwave – promised 22 days ago. (see Day 50)
• a cabinet intentionally (and unprofessionally) carved up to install the above cabinet lighting (see photos below)

Even Diana questioned this installation

Detail from above

When the above damage was pointed out, Diana incredulously asked, “Did Alfredo do that!?” Trying to remain objective, I told her that I couldn’t definitively say who specifically was responsible, but I assured her that it was someone from The Bath Shop. We certainly had no role in it.

Diana said that The Bath Shop had used cabinets from this manufacturer before, although she admitted that they mostly bought bath vanities as opposed to kitchen cabinets. She acknowledged that the quality of the cabinets was not consistent with those previously received from Kountry Kitchen. She told us that in this case Kountry Kitchen went so far as to send an entire set of replacement doors to The Bath Shop. This was necessary because the first batch was so poorly finished. She suggested that maybe The Bath Shop could have that second set of doors (which The Bath Shop still has at their office) re-finished to replace the damaged doors in our house.

While not the biggest flaw on this job, another unilateral Bath Shop decision was to install the chair rail upside down. When I pointed it out to Diana her proud response was, “Oh, we did that on purpose. I think it looks better that way.” I asked her if maybe that was a decision that the HOMEOWNER should have been consulted about. Her response, “Oh, didn’t we?” This is not worth the time, effort and demolition that it will take to correct it, but it is emblematic of the problems that we’ve faced working with The Bath Shop.

A more serious failure may yet be in the making given The Bath Shop’s reluctance to return to the job and address punch list items. The induction range top is resting on the quartz countertop because the range was improperly installed. There is supposed to be a 1/16 inch gap between the range surface and the counter. Without that gap the weight of the range is being supported by the glass surface rather than the range’s feet. Failure of range and warranty may result. I doubt that The Bath Shop or their liability carrier wants to buy us a replacement.

Betty summarized the various punch list items for Diana in a printout. Yes, there are many more – mostly cosmetic. Many attributable to sloppy painting. While discussing the painting issues Betty commented to Diana the very disconcerting sequence of being told different stories at different times about how The Bath Shop works:

1. We were told on Day 1 that The Bath Shop always has one guy who is responsible for the drywall and the painting on each job to assure consistency and quality. That person for our job would be Gaston.
2. Gastón starts in Day 7 (January 15). Starts removing popcorn and repairing drywall.
3. One week later on Day 14 (January 22), we are told that The Bath Shop was bringing in Keith to finish the drywall and the painting. Keith and Gastón, we are told, are both excellent craftsmen and work as an interchangeable team. Keith first arrives Day 16 (January 24).
4. After Keith finishes painting, we are told, by Jason, that Keith has been fired because his work was “sloppy.” Which, of course, explains the paint job in our house. It does not explain how his sloppy work is going to be fixed.
5. We are told today, by Diana, that Keith worked for The Bath Shop for over two years and had always done great work, but recently his work slipped. I pointed out that Keith had told me that he had only been working with The Bath Shop for about 6 months. She corrected herself, “Well he became an employee about 6 months ago. But we’ve used him for over two years.”

As she left around 2:00 Diana said that she would have a talk with the team and have a response for us within the next two days or “possibly even later today.”