Kitchen installation hell

Simpo,

This is just another example of the problems a number of companies even the more

established ones, are subject to at present.
They rely on a persons integrity at interview stage and, short of asking them

to fit a sample kitchen as proof of their ability, they, like others, can have the wool pulled over their

eyes by

certain opportunists intent on selling their services as “Kitchen Fitters”.
There is no such trade as a kitchen installer

and, unlike electricians and plumbers, to trade as one you need no formal qualifications.

The majority of those trading

are employed on a sub-contract basis and it’s important to know that any person undertaking electric or gas alterations in

your kitchen must be approved

to do so. It’s worth you checking out these factors before you proceed with your

complaint.
Again, this example serves to highlight the need for imminent training and/or assessment of those wishing to

become installers, something I’ve vented my frustration on a number of

times recently in this forum.

As for

who is responsible here, if the fitter was recommended to you by the company then I would say they have a moral

responsibility. However, if the fitting costs were inclusive of

your financial dealings with the company I would deem

the legal responsibility as theirs alone although I am not a legal expert and would bow to a better judgement.

If, as

you say, the company are doing their utmost to rectify the situation, then at least you have a luxury not afforded to many who

are at odds with both the company and the

installer. How they deal with it will be testament to maintaining their

reputation and it appears they are indeed correcting the wrong. Not too sure if sending the original fitter is

the

right way forward here but they must remain confident in his ability to rectify things. I do expect it will be all the more

harder for you knowing that he defended the fitting as

it currently is and it may be worth suggesting they send

another installer to visit you, accompanied by a company representative, to discuss the refit.

With regard to costs

then you must receive an answer from the company as to what they are going to pay for if you’ve not already done this. If

they accept a moral responsibility in

recommending the installer then they should ask for rectification to be

undertaken at his costs. Legally, this may be a matter between you and the installer.

Let us know how you fayre here

and keep us updated.

Tim

Hi Tim… no

news as yet. The company have yet to respond to our appeal for information as to what’s happening and suggestion of a

deadline for completion of the work.
In the meantime, another query you may be able to help with? They have installed the

plugs for the dishwasher/fridge/washing machine underneath the sink. This seems a dangerous

practive to me but the

sales director assured me they were fine there (“although they could have been a bit higher”) as long as the plumbing was

sound.
I’ve sent a photo by email also… is it standrad practice or could they have been safer placed elsewhere?

thanks

Typical of most companies, I’m

afraid. When the **** hits

the fan it generally ends up in the face of anyone but themselves.

If standards for

installers are necessary then your post proves that standards should also apply to the retailers who, more often than not,

will pass the buck at the first hint of a

greivance.

To clarify a little, membership of the KBSA is held only

by a minority of retailers in the UK and even this is not a guarantee of satisfaction as many have already learned to their

cost. It does however, offer greater protection to the consumer should things go pear shaped but your choice of

retailer is better based upon recommendation and there is no substitute

for the good testimony of a previous

customer.

Training initiatives for installers will not serve to make a company liable for poor installation but will

allow you, the customer, a greater security in the knowledge that your

installer is up to the task he is accredited

for. That means he may be competent to install your kitchen furniture but not necessarily will it be an indication of his

ability to

undertake associated trades work in the kitchen.

Until the proposals for training are made public we

are not aware of how installers will be trained/assessed but they will, I’m sure, have to hold certification for all aspects

of

installation they are accredited for whether it be plumbing, electrics gas and possibly tiling.

As I see it,

it makes good business sense for a retailer to check on the progress of an installation but all too few undertake this task.

Liaison between the customer, installer and

retailer whilst the project is in progress will minimise and in most cases

eliminate potential issues.

It’s good to hear

that you are satisfied and that the

installation is now finished to a high standard.

I suppose that other fitters should take a leaf out of his book and

seek out rock star drinking buddies to improve their skills.

I’m sending our installers out with AC DC tomorrow night

to try and brush up on their worktop mitres and I hope this will wins us more business.

One question, Simpo, did you

alert the company that you had posted here?

I fear I spoke too soon… the kitchen’s great but we’re now

having yet more problems with

the re-done ceramic floor. They did things more or less by the book (6mm ply screwed down at 20cm, primed, flexi adhesive,

flexi grout) except they re-

used a lot of the tiles that had been laid the first time. They cleaned the grout off etc

but some still had old adhesive on the back, altho they said this shouldnt matter.
As it is we’re 3 days in and cracks

are appearing in the grout, a couple of the tiles are definitely moving… amounts almost invisible to the naked eye but

clearly enough to cause

a crack in the grout. I’m at my wit’s end now..

I wish it were that simple… now that there is visible movement in

the tiles as well as the grout going I can see there is a more fundamental problem similar the the one the first time

it was laid.
This time they used 6mm ply (we requested 9mm) and primed it etc… more or less by the book although the

ply is a bit thin. But i think that would have been ok. The problem is that

they insisted on using the tiles that had

already been laid once again – with old adhesive all over the back of them. We said we weren’t keen on this but they assured

it would be ok

- it isn’t. The floor is deteriorating and the problem clearly lies in the adhesive bed – in some

pl;aces you can hear it ‘crunching’ as you walk. I’ve now spent £780 on this

floor (tiles, grout and fitting) and

it’s all gonna need ripping up and doing again. It’s gonna be fun when i tell the fitter the news.

Well Simpo,

I do hope you’ve finally resolved the situation and with regard to the floor tiling

it’s honourable that the installer has accepted responsibility for his mistake but perhaps he’s

regretting taking on

the work in the first place.
To undertake floor tiling, you really have to know the correct procedures with regard to sub-

floor strengthening and utilising the correct adhesive and grout for the application. That

isn’t to say it’s task

that can only be carried out by a floor tiler, just that their is no substitute better than researching the correct methods

and procedures before undertaking

the work.

As for the company billing the fitter 20% above retail costs, I

agree this is a disgrace but all too consistent with retailers intent on not only passing the book but profiting from

it at the same time. Exploitation of this sort is pretty much commonplace and the installer is an easy target for the

inefficiencies of certain retailers. I admire that you are

backing the fitter on this occasion and perhaps this may

stop them in their tracks. Keep us updated on the outcome.