ELKO KITCHEN & BATH CTR

Planning and Design - This phase went very well. Randy had some really nice ideas and helped us design a new kitchen we could not have envisioned on our own. Our kitchen was the originally built kitchen for the house from the early 1970's and needed major overhauling. Ordering - This phase went relatively smoothly. Randy helped us decide the features we wanted and was patient as we made our final selections. We decided to go with a farmhouse sink from Ikea; it was the only farmhouse sink available that would work with laminate counter tops. It's size is unusual, so Randy said he would have his workers pick it up when they dropped off the cabinets and he would measure and fit it at his place for proper fitting. Delivery and Installation - When we were finally ready for delivery (after new ceiling, flooring and unexpected delays because of new walls due to old termite damage), we called Randy and after arranging a delivery date with his office manager, mentioned that we still had the sink at the house and offered to bring it in to him. The offer was accepted and the sink brought it the next day. The cabinets were delivered and a few days later Clif Benthall came and installed the cabinets (different company and a very different A+ review). Randy showed up that morning with my sink and some sample counter tops and was explaining to me/trying to imply that counter tops were not made to the depth needed for my sink (over an inch short from front to back) and was giving me options to hide "the seam" that was going to have to be placed at the back of the counter tops to make them touch the wall. An almost $8000 kitchen (Elko's portion of the total rebuild) was now going to have a 1 inch seam on brand new counter tops. I might also mention that, in the beginning, our total contract with Randy was discussed to include counter top installation and when it came time to deliver the original tops, Randy said, no, he had not included that price in our total cost. When my husband questioned further, Randy said he actually cut the counter tops before getting the sink and this was why they were too short. My husband said he was not certain he could accept that and Randy reluctantly offered to order new tops, at an additional expense of $200 TO US. No agreements were reached that night because my husband balked at the extra expense and Randy said he would see "what he could do" and get back to us. A few days passed and my husband called back and asked what we were going to do. Randy stated that we could reorder if we would pay the extra. My husband flat out asked why we should pay for his mistake and Randy replied that, yes, it was his mistake but he could not take on the extra money and asked my husband to help him out. My husband said to order the counter top and we would discuss the money later. At this time it was mentioned that Randy was concerned the original counter was too dark and if I wanted too, now would be the time to pick a lighter color. He sent a sample piece of the original out and while very pretty, I could see he might be right so we reordered in a lighter color with the promise of a 2-3 week turn around that he was going to put a "rush" on. FOUR weeks later we were trying to reach him, wondering where our counter tops were. When he finally got around to finishing them, he sent them with someone from his shop instead of coming in person as he had previously done. We feel this was a deliberate way for him to not have to discuss the final bill as he had the delivery man hand us the bill after he brought the tops in and wait for payment to be made. (Final payment was in fact made at that time). No further conversations had occurred between my husband and Randy concerning the final bill prior to delivery, but we (my husband and I) had decided together to try and be "fair minded" and split the difference with Randy since he did suggest a lighter color top which was in fact a good call. ( However, I would have been happy with the first one, HAD IT FIT, and never questioned whether it was too dark or not. Randy raised that concern, not us). We felt splitting the extra, while not our responsibility, was not too much to offer since we now have the kitchen we have always dreamed of, thanks to Randy. However today in the mail, we received a "balance due" statement from Randy and Elko for the remaining balance of the extra cost which is now $119. At this point, we are very frustrated and disillusioned by Randy and his company Elko. While we would have loved to have given an A+ rating, the fact that anyone offering a service can, not only make an amateur mistake such as pre-cutting a top without the proper and correct measurements, but also openly admit it was his mistake but he can't incur the extra cost and still try to charge you the remaining balance after you try to strike a middle ground does not deserve an A+ rating, no matter how beautiful my kitchen now is. The fact is the cabinets were built by WayPoint, and installed by Clif Benthall. Both did beautiful and perfect jobs with their tasks. The counter tops were made off site and delivered to Elko. Randy's one task that was "hands on" was done improperly and irreparably. I am saddened by the fact that this has ruined what would have otherwise been a great experience with Elko/Randy. I do not like giving this review, but the next mistake he makes could potentially cost a future customer more than $200 extra dollars.

It was a smooth transaction from the beginning. Everyone I talked to was very professional with years of experience. No worries with this business.

They have done excellent work. I’ve never had a problem.