A Revitalized Bath and Kitchen

Dear *** Family,">
My sincere apology that you are so unhappy and for any part we may have played in this I tried to reach you both by phone this week but was directed to voicemails Mr*** tried to call me back, but reached my voicemail
After receiving your email I immediately took action with an investigation of my own because your email in no way reflects how we do business nor what any of our other customers have experienced since I am not used to dealing with this type of issue, because it does not happen, so forgive me if you feel I could handle this better We are a small family business that really wants to take care of people more than any thing else, and this is reflected in our record We have always placed customer satisfaction above profits, and have always provided the best products in the market at a fair price It extremely disturbs me that you felt it necessary to respond in the way that you did and trying to hurt our company in this world where social media and reputation can permanently hurt a company and put many good people out of work
My first call was to *** *** about this His response was sincere, full of detail, and full of regret He knew our conversation was coming He is sorry for responding to your call the way he did which was not acceptable by himself, me, and you I wrote him up for the way he handled the call
My determination is that *** had a lapse of good judgement and loss of self control coming from his frustrations and at the point when you threatened not to pay for our work after all of our efforts to make the corrections you requested I do not know what was exactly said by both of you, first hand, but I know that *** is a year professional in this industry, and "everyone" who works with *** has enjoyed the experience and felt he was full of integrity and good character, and this is definitely a first time situation like this since I have known him for many years now I know after talking to *** that you have been very unhappy with other work by others you hired and we hope that you can delineate us from their quality of workmanship and service that you received by others You need to know that this project, for us, made no profit after all the trips and changes even if you paid the agreed upon invoice amount Part of this is our mistake with not having the softclose hardware which should have been installed from the beginning at install day #and all the adjustments the men should have made before leaving your home We have corrected these issues unless you tell me we have not I believe we went above what many contractors would do regarding the color variations that to a large extent are problems when dealing with wood products that are stained Many contractors make you sign off on accepting and acknowledging about color variations and will not go the extra step that we did to address your being unhappy with this issue We replaced the face frames of your cabinets so that we had a better match and continuity with them If there is anything else we can do to make your cabinets better match your expectations please let me know
My review of our timelines has also been done Normally we promise 3-weeks with the option you chose at your May meeting with ***, and we actually delivered them quicker than promised which I hope you acknowledge in our good performance relating to the installation date promised vs the earlier actual installation date In addition, I reviewed our response times to your complaints about the issues we fixed, and I feel that our response times were great, and we did not make you wait many weeks for return trips like many other contractors do, if they return at all We tried to address your concerns promptly and give you great service in response to you being an unhappy customer Even if it cost us any profit, trying to make an unhappy customer feel better is what we demand and take pride in If you sleuth our reputation, you will find that we mostly have very happy customers, and when we have an isolated incident we do everything we can to make it right Everyone I talked to about your project thought you were now happy with the corrections until your last phone call with *** Again, please let me know if there is any other corrections that need to be made with what you chose versus what you were delivered
With regard to your slanderous accusations regarding "fraud", and bait and switch, I ask you to reconsider your position without the anger and desire to hurt us
On or about March 3, 2014, we had *** meet at your office with your husband about your big project and during part of this visit he showed you the CalDoor catalog to help illustrate what we could do in a custom cabinet, and doors from CalDoor At this time you did not contract with us We currently use CalDoor cabinet doors with our custom made cabinets, which he then quoted for you as part of the big project bid
After a considerable time later you contacted *** letting him know that you were using other contractors for the other parts of the project and that you only wanted our company to do the cabinets but that you did not like our price on this part of the project He then agreed to meet with you to discuss other more cost effective options within your budget, and made a new appointment to discuss this with you
On or about May 9, 2014, *** met with your family and discussed alternatives that we could subcontract out for a little bit less money, and you also met with *** later from Yas part of this new option and drawings were done, and redone, to your specifications, and approved by Mr*** for Yto complete *** showed you new samples and my attachment shown above is the door and color he showed you both on that day, and that your family approved *** was in no way, and has never been accused of bait and switch, ever This is evidenced with his reputation that you are attempting to destroy He was simply giving you another option, which you approved, which was "YPecan Rope" I have seen pictures of the cabinets that you have and this is what you received unless you tell me I am wrong about this Your cabinets are beautiful in my opinion, and you made a good choice
All "cabinets" that we sell are either MDF or plywood construction which are the most common materials used in the industry Plywood construction is the better of the two which is what you received You accused us in your complaint of not using CalDoor "cabinets" which you are claiming were better made than what you received, and that CalDoor is not made of plywood like what you received My response to this is that I do not know what you are talking about here CalDoor only makes "doors" (not cabinets) for contractors who are making custom cabinets CalDoor fabricates wood doors to custom specifications and thermofoil doors too We sell both You received wood doors which is what you selected CalDoor option was in your original March considerations The visit in May was your option that was a little bit less expensive alternative option with one of our subcontractors which is also a quality material provider that we showed your family and was approved This sample was shown to you both and approved
Your complaint refers to having no recourse when the cabinets fall apart I do not understand why you would say this Your cabinets are not falling apart We have been taking care of people since and will be around for you too as we have stood the test of time as a successful company with a proven track record of taking care of people Your cabinets are great and you will have many years of enjoyment out of them, which any independent qualified objective source would agree You also accused us of FRAUD in a public forum with absolutely no basis in my opinion and that is slanderous Please reconsider your position I understand that you are completely unhappy with how your bathroom remodel went and wish we could have been your guys on all the project so you would not have had to deal with some of the issues that *** shared with me regarding workmanship and service that we would have done better than the other contractors you selected
Based on all the factual information and the investigation that I have personally made, I am requesting that you pay the amount agreed upon and I additionally want to request that you withdraw your defamation and slanderous complaint toward our company that does not deserve this treatment unless you can justify your position and provide me further proof of your accusations beyond your angry feelings We do not make any profit on this project if you pay the invoiced amount, and in fact we have taken a loss to try to make you happier I take business personally, I see this is a personal attack on *** and my business, and feel that you are trying to hurt us with your filed complaint and/or trying to get something for free
As a family man and small business owner with employees, I request that you do the right thing If there is anything else you feel that I should do, please do not hesitate to ask
Sincerely,
*** ***
Owner/Manager
President
A Revitalized Bath and Kitchen
C#***
*** Cell 619-644-3320 Office
www.ARBathandKitchen.com
E-Mail: [email protected]
EFAX: (208)445-