To not pay?

[Phonicshaskilledmeoff]

I have been having a bespoke kitchen fitted. It’s been a saga. It’s was two weeks delayed getting it in, then once fitting started there were a couple bits wrong and missing that needed replacing. All in all, it’s been 3 months to get finished. They’ve taken the fitting cost (about £2.5k) off to compensate.
They did some touch ups, but the paint isn’t right and you can see it. A couple areas are really noticeable.
Ive just been sent an invoice for the remaining balance £13k. Should I pay it yet? The kitchens definitely not right, but withholding £13k til it’s sorted feels really over the top. I need to make sure it’s actually sorted though. What is reasonable?!

Withholding £13k if it's just the paint is a bit much. Are there actually painter/decorators or just kitchen fitters? If the latter I'd be tempted to use some of that 2.5k to get a professional painter in

Sounds like a lot to withhold for minor bits. When are they coming to fix it?

Withholding the full amount will be the only way for the company to get their arse in gear to get everything sorted. It's already been an unreasonable amount of time so far.

Contact your local Trading Standards. I found them really helpful when I had problems with a window company. They sent off a letter (and told the company to only converse with them directly).

I wouldn’t pay them a penny. Three months for a bespoke kitchen is utterly ridiculous, it should be no more than three weeks if it’s just a kitchen fit with no building works?
I wouldn’t pay them anything else until it is finished to your satisfaction. I also would be very wary about getting anyone else in to do anything to it; depending on the nature of your contract with them, that might void your warranty.

I’m also having a lot of issues with my bespoke kitchen fitting - I’ve been waiting almost 6 weeks for the cupboards. Wonder if it’s the same company OP? Are you on the south coast by any chance?

Can it be made right?
If not, why not?

What is involved with fixing it?
I certainly wouldn't be paying until its fixed.

Send them a snagging list with photos.

Withholding the full amount is a bit much.

Make a list of what needs finishing/fixing, send it to him and ask them what they think is a reasonable amount to withhold. Hopefully it'll kick them into gear.

Absolutely do not pay. Not a penny. If your final balance is due when the kitchen is complete, that's when you pay it. They have form for poor service so the money will be the only thing that will ensure they actually return to fix it. When you do pay, pay on credit card, even if it's just a portion.

They have made the kitchen, painted the kitchen and fitted the kitchen. I want them to fix it, I don’t want them to knock money off and have someone else fix it.

Exactly- I don’t think they plan to.

I think the particular panel would need taking away and respraying

Have you spoken to them about the things you're not happy with?

Im not. I think it’s just when something goes wrong, the who thing needs remaking so there’s a big of a process to go through

Tell them they must fix it, then they will get the balance payment.

The kitchen isn't finished though. It isn't finished to your satisfaction.

I would pay half the balance due and give them the list of what needs fixing to your satisfaction and tell them you will pay the remainder when it has been.

I did this with some builders. Unsurprisingly they were there the next day sorting it.

Id have another discussion with them. To me if youre paying the full balance its like saying youre happy with it and won't be priority for them to get it fixed

Unfortunately if its a small amount withheld, many will not come back.
They will take the hit, rather than come back.

I would make it clear by text, so you have proof, by email too, if you can, that you will be delighted to pay the remainder of the bill when the job is finished.
List out all that has to be done, attach photos too.

All this will be useful if things get ugly.

FYI, I did pay……… guess whose kitchen hasn’t been touched up.