Our experience with Scribner's Kitchen and Bath, particularly owner Jim Moran, left us feeling…read moreprofoundly disrespected and fell significantly short of our expectations for a "luxury" kitchen designer.
I remember assurances from Jim Moran that he was detail-oriented and would collaborate with my wife--an architect and engineer--he was notably absent from the design process after our initial meeting. For six months, near weekly design meetings with Scribner's were frustrating due to incorrect or unchanged plan updates. My wife ultimately developed key design features for the kitchen on her own and which I recall Jim Moran acknowledging were superior to his own.
During construction, we discovered the kitchen island was installed 8 inches off-plan and was 6 inches shorter than the design. This highlighted that the measurements used to develop the plans were off by nearly six inches and resulted in a less than 27-inch clearance around our island. It felt as though Jim Moran dismissed our concerns, as I recall him claiming "he didn't think we'd notice" the change and stating the clearance was "fine", although not to code. I remember him only conceding to relocate the island when we pointed out it wouldn't accommodate my mother-in-law's wheelchair.
Due to the inaccurate measurements used for developing the design, months of my wife's meticulous work on sightlines were rendered useless, for which we were offered no compensation.
Undiscussed design details and quality issues were prevalent. Incomplete tile work, cracked new cabinets from costly under cabinet lighting installation, multiple unfilled crown molding seams, and countertop seams not identified in the design. Nearly every cabinet was damaged, and adhesive, from mounting the countertops, was left to harden on interior cabinet walls. In every instance it felt Jim Moran was only interested in fighting us to avoid rework.
When my wife asked how we could adjudicate these issues, I recall Jim Moran shockingly threatened us with legal action. Not at all the experience we'd expect from the owner of a "luxury" kitchen contractor. I was further insulted when Jim Moran implied our complaints were related to being unable to afford the renovations; which is completely untrue and unfounded. Our checks all cleared without issue. We were never offered compensation or rework for the majority of our concerns as, it felt like, Jim Moran belittled our quality standards.
The project, estimated for 4-6 weeks, dragged on for over 10 weeks, with no compensation
offered for our increased displacement time or food costs. Insultingly the team abandoned the site without notifying us, and did not perform a final walk-through or punch list, leaving a dishwasher with standing water and tile unfinished. When we reached out to Scribners for help they notified us that the job was complete.
We withheld final payment on appliances due to unsatisfactory installation and Scribners accepting damaged products. The appliance store graciously was able to get Jim Moran's attention which prompted another week of disgruntled contractors trudging through our home to fix appliances, tile, and lighting. Even then, broken pull-out cabinets remained, which I, exhausted from the experience, opted to fix myself, again without compensation or apology.
Overall, the experience felt like dealing with a used car salesman--issues were hidden, options concealed, product information was incorrect, and communication was poor. Most disappointingly, my wife experienced increasingly rude treatment, including disregarded emails, belittlement of her expectations, and even legal threats.There were countless other issues and disrespectful comments that are too lengthy for this review.
I hoped waiting a few months to write this review would make me feel better about the situation, as ultimately it is a nice kitchen. However, the treatment from the owner was unacceptable. I get no joy from writing this review but hope it helps others make a more informed decision, as I feel taken advantage of and foolish for trusting Scibners promises.
