Custom Creations By Design

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I worked exclusively with the owner, Scott Gillespie from the selection of the granite top and back splash tile through installation with Scott and his crew. We had visited a few other granite establishments, but Scott was the only one to spend quality time with us as prospective customers and show enthusiasm unseen with the other stores. He directed us to visit the granite warehouse and also presented quartz countertops as an alternative. He worked with us closely on the selection as well as the back splash tile and glass trim to accentuate the tiles. The quoted price, we believe, was not inexpensive but entirely fair. Although Scott did not install the granite himself, the crew that came out were very professional, clearly experienced and worked closely with Scott to ensure that it was done just right. An alternative crew did the tile/glass work under the close supervision of Scott. Scott is a perfectionist and will not tolerate sloppy work. He also was personally involved in the filling of the tile/glass with grout and the final grouting of the granite interfaces. He also suggested and then bought electrical faceplates to match the new decor. This gave the kitchen a very elegant look. In terms of punctuallity and responsiveness, I have never work with a firm or contractor that even closely matched that seen with Scott. Responsive, professional, great craftsmenship, and a pleasure to work with. I would highly recommend Custom Creations by Design to anyone is considering kitchen remodeling work.

We contracted to have our kitchen designed and installed. Work began on 3/15/11 with tear out. Work was expected to take 4-6 weeks. New cabinets, new heated tiled floor, new lighting and installation of new appliances we would provide. The problems began early, but we didn’t expect them to stop the progress. The first sign of trouble was when they began laying the tile in the main room. The gaps were too wide, there were no spacers were used. Fortunately the gap space was listed in the contract, so they removed it and put it back down. That evening, we checked the tiles, and 29 were so out of level, that they had to pull and replace them. Seven of those, had to be done a third time. We understand no floor is level, and no ceramic tile flat, but these were real heel catchers. The cabinets were next to be installed, then the crown molding. They left a 2 inch gap between the crown molding and the ceiling. When asked why, we were told that no ceiling is level, and this shadow effect looks better. Turns out the designer never ordered the 2nd piece of the 2 piece crown molding, as in the design and contract. Well, that means 4-6 weeks for the matching finish. They were unable to hang the remainder of the cabinets, because the corner cabinet ‘fell off the truck’, 4-6 weeks for the matching finish again. When the corner cabinet did come in, up went the rest of the cabinets. When we asked why there was a difference in the gap at the ceiling, we were again told, no ceiling is level. We put a level to the cabinets, and it turns out, no cabinet was level. We could see their pencil marks on the wall, that they put at the level line, and ignored. Down they came again to rehang. They had to swap out the sink cabinet because they had ordered it wrong, the plans called for a functioning drawer at the bottom of the cabinet for manuals and such. They ordered the standard cabinet, so 4-6 weeks for the matching finish. One of the centerpieces of the kitchen is a custom designed pull out table. It was delivered with sanding swirls in one leg, and gouges in the other. When put in, the table-top rubbed and scratched each time it was pulled out. It was so noticeable the cabinet manufacturer’s local rep agreed, and new legs and top were ordered. Of course, 4-6 weeks for the matching finish. In the middle of the kitchen was to be an island on wheels. They ordered the wrong island legs, so no wheels could be put on. When they installed the heated floor, they ‘assumed’ the island was permenant, so didn’t install heat. The island, without wheels won’t be in there, so we had them remove the tiles, again and properly install the heating element in the center of the our kitchen. They did, but didn’t grout it. The sink cabinet finally came in, and the found out that to fit a disposal, as in the plans, they would have to router out the bottom of the cabinet and possibly the drawer. At this point the new table legs were delivered, but had to be returned due to quality issue. Another 4-6 weeks for the finish to match. We were very clear and up front with the contracting team, we wanted the table completed before anything else was done. We still had a ½ grouted floor, some appliances installed, but not a workable kitchen. We have now been without a kitchen for 5 months. We still hoped to have them finish it, but they required full payment of the contract before any work would commence. They gave us a deadline, to pay them, despite not meeting the next milestone. Our attorneys went back and forth, but it was clear that they would settle for no less than full payment before returning. We even offered to buy the remainder of the cabinet parts, sink and other things like the counter top. They would have none of it. They opened a case in small claims court, suing us for the balance of the contract, almost 7 months after they began work. We were still without a kitchen, and they wanted full payment. We had to bring in a number of contractors, who had to fix much of what they had done. Faulty electrical wiring that actually had sparked and blackened the junction box beneath the oven. A drawer that could never be used because of blocked rails. Two electrical outlets had to be moved, because one was in the wrong spot, the other was inaccessible. We had to have all the outlets rewired for ground fault interrupt, to bring it to code. The heated floor was spliced improperly and would actually heat the floor to 122 degrees. Once again the tiles had to come up so it could be fixed. The grout, elsewhere in the room is actually cracking and splitting, after only 4 months of use. The pull out table, the centerpiece, remains damaged, the manufacturer has provided the parts to the contractor, who refuses to even sell them to us. In the winter, the breeze coming in from the misaligned stove vent was very cold. The rolling island without wheels. The missing shelves. The cabinet doors that bang into the wall, fridge or vent. I could go on…. We tried to work things out before the case went to trial, but they wanted nothing but full payment for a job 1/2 done. They finally withdrew their complaint, after we filed a counter-suite and a request that the case be summarily dismissed. It seems they never had a contractor’s license. They were, and continue to be, another unlicensed contractor operating in New Castle County.