This was the most miserable experience I have had in my 20 years as a homeowner. My husband and I took our time finding a kitchen remodeling contractor. We got several bids. We ended up going with American Kitchen Concepts ("AKC") because they'd gotten wonderful reviews on an online review site. We met with Dan Millard at his Columbia, MD location and he seemed like a stand-up guy and experienced contractor. Dan assured us that while his crews were not employees, they were people that he knew and trusted, and that he had worked with for years. But Dan sent a new crew to our house. He didn't know them, and they didn't know him. As they got to know each other, Dan complained to us about the subcontractor, and the subcontractor complained about Dan. When problems arose in our project, the subcontractor abdicated his responsibilities and was mostly absent, leaving the role of project manager to his carpenter and, by default, to us, the homeowners. Often the subcontractor would say he was coming to work, and he would not show. When we contacted Dan and let him know what was going on, we expected him to step in and take control of the situation. He was not interested in doing so. Dan stood by and watched as one thing after another went wrong with our projected and he was completely ineffective in taking the reins as our project ran off course. Dan does not appear to know construction; he is a salesman and is completely reliant on the subcontractors and carpenters. So when problems arise, he is of little to no help.
Even after all of these problems, at the conclusion of the work AKC billed us for the entire balance due without suggesting a discount. We then suggested a discount and AKC agreed. $57,000.00 was the discounted price.
This project was supposed to take 3 weeks. Instead, it took 3 months. And then, many months later, we were still discovering serious problems.
Perhaps we are the first people to have a negative experience with AKC. Perhaps not. It is possible that Dan Millard's friendly personality has kept people from reporting their bad experiences. He's a likable guy, family man, and probably does a good job most of the time. If you choose to use AKC, you should be aware of the risks you are taking on.
Here are some highlights from our nightmare experience with AKC.
PLUMBING: AKC left a pipe open behind the new cabinets. Our kitchen smelled like a cesspool. Two plumbers and WSSC could not figure it out. Our handyman cut out the back of the under-sink cabinet and found the open pipe. We had sewer gas in our kitchen for over 6 months. When we told Dan at AKC, he did not respond. AKC installed a new toilet without replacing the flange. Instead, they stacked a new flange on top of the 27-yr-old one. The room smelled like a cesspool. Our plumber explained that sewer gas was escaping between the two flanges, and if the toilet had backed up, toilet water and waste would have ruined our floor. We have read multiple articles on the negative health effects, sometimes delayed by many years, associated with inhalation of sewer gases. It is extremely upsetting to us to think about the exposure to toxins, bacteria and disease our family has unknowingly endured because of AKC's negligence.
COUNTER TOP: When our Silestone didn't fit, AKC had the installer cut the stone in the house; the house was then flooded with stone dust. The smoke detector went off. The counter top still had to be replaced.
FLOOR: Half the new hardwood floor had to be ripped out because AKC did not properly cover it during renovation. It was pitted and ruined.
ELECTRICAL: Some wiring was not up to code when inspected. No permits were obtained for new, 2nd oven or other work.
HVAC WORK: We almost didn't have heat in the kitchen's work space due to AKC's lack of foresight. The carpenter was going to build a duct out of wood (not up to code). We had an HVAC guy come in and we paid him separately.
BLACK MOLD: Black mold discovered during demolition was left exposed for over a week even though we told AKC we are highly allergic.
RANGE HOOD: Range hood was installed still covered in protective plastic coating (used for shipping purposes). Vent was left open in middle of winter (like having an open window for several weeks).
DUST BARRIERS: AKC used plastic barriers sparingly and clumsily.
CLEAN UP: We the owners spent an exorbitant amount of time cleaning dust, over several days in many rooms.
TILE WORK: Pattern initially done incorrectly. Had to be broken out and redone.
SUBCONTRACTOR & CREW: Subcontractor was belligerent, absent for much of the job, and did not return house key for several weeks after requested to do so.
Carpenter was nice person and competent carpenter, but was left to manage the job and was not equipped to do so. He also never wore a belt and his bare butt was exposed almost every day on this job. It was uncomfortable and embarrassing.
This is just a sampling of our experience with AKC. read more