I purchased countertops, flooring, and a sink from DIY Connection for a kitchen remodel. At the showroom we were told the flooring would arrive in 2-3 weeks and the granite in 5-6 weeks. Because of an ice storm and scheduling, we agreed the flooring could be stored at the shop until everything was ready for delivery.
After weeks with no updates, we had to start texting because Glenn does not answer phone calls. We eventually set an installation date for March 13. The installers arrived with the countertops but without the flooring. Problems began immediately.
The sink we ordered was a single-basin sink, but the counter opening had been cut for a double basin. The crew recut the hole, but there was no single sink in the shop. When one was later brought, it was not the model we were shown and it did not include the colander accessory. The cut wasn't even on both sides, so the accessories (cutting board, draining board, colander) only fit on the left side, not the right. We were told fixing it would require unplumbing the whole unit.
While installing the sink, a worker repeatedly dropped tools into the cabinet hole and punctured our two-week-old dishwasher drain line.
The backsplash was not delivered with the countertops; the crew had to return to the shop to cut it. We had been told we would receive a 5-inch backsplash but they cut 4-inch pieces. In the rush to finish on a Friday, a three-foot section was installed with the wood grain turned vertically while the rest ran horizontally, making it look incorrect. They also failed to chalk the counter and sink before installation.
We tried repeatedly to reach Glenn. When contacted by text, he admitted he had forgotten to order the flooring (despite previously telling us it was in his shop), promised to send someone to fix the backsplash, and said he would provide the promised colander. We suggested doing all fixes when the flooring arrived so we wouldn't have to take additional time off work.
On April 6 the crew was scheduled to arrive at 9:00 a.m. to bring the flooring and make repairs. They did not show at 9:00; Glenn denied ever confirming that time despite a text to my husband saying 9:00. The crew eventually arrived later that day with the flooring and backsplash pieces, but five boxes of flooring were missing. The workers said the colander had been in Glenn's truck for three weeks.
We asked Glenn for a refund for the missing flooring and asked that he still provide the colander. He agreed to reimburse the flooring, pay for the damaged drain hose, and compensate a small amount for the two days my husband took off work. He said the check would arrive in 7-14 days. After 14 days with no payment or follow-up, Glenn accused my husband of being "too demanding" and said he would consult his business partner or attorney while he was out of town. We waited another week with no contact.
On April 27 we received a text telling us where to pick up the check and the colander, but Glenn did not meet us there. Overall, the experience involved poor communication, multiple installation mistakes, missing items, property damage, and repeated delays in promised reimbursements. I cannot recommend this business. Stay clear. read more
