Accent Surfaces A Fetzer Company, LLC

Accent Interiors was contracted by *** and *** on June 26, to provide new cabinets and countertops in their kitchen and additionally new countertops in their laundry, master bathroom, powder bathroom and guest bathroom. Production time for the cabinets was to be approximately
weeks, with an expected installation date of August 14th, 2017. Before coming to that agreement, the customers let Accent know that they were going to be outside of their budget on the cabinets and were thinking of just doing the cabinets themselves. The salesman at Accent suggested that the customer, who claimed to have the necessary skills to install his own cabinetry, could save some money by buying some of the ancillary products outside of the contract with Accent and install them himself. These ancillary items consisted of a wood hood, light rail for under the wall cabinets, sub-molding, crown molding, shaker end panels, glass doors and glass shelves. Removing these items from the contract reduced the contract amount by more than $5,500. Also, Accent’s salesman offered, for no profit of his own, and outside of Accent’s contract to install the cabinets, to aid the customer in ordering these items and also told the customer he could lend some necessary expertise over the phone if they ran into trouble during their own portion of the installationFor these ancillary items, the customer was to pay for the items directly and either install them himself or arrange for someone else to install them for himThe previously mentioned ancillary items make up the entirety of the customer’s complaint. For whatever reason, the customers have not been able to handle the installation of these items themselves, as they previously stated, nor were they able to make decisions in a timely manner on what to purchase. As an example, and in direct response to the customer’s complaint, after making a recommendation on a company from which the customer could purchase a wood hood themselves to save money, the customer never purchased a hood Because they were struggling with this decision themselves, the Accent Salesman jumped in to help again for no compensation. With their permission, the Accent Salesman ordered a custom wood hood and high volume blower and offered to let them pay Accent for them at cost. That hood was ordered in late October and installed in early November. The portion of the wood hood that was not complete at the time of the customer’s complaint is a custom made panel, which has since been provided to the customer and their handyman that is helping with the installation. It could not be ordered until the hood was chosen and installed. The custom panel was made, custom painted to match the rest of the kitchen and then installed within weeks of the hood being installed, which is a week faster than the weeks expected. Additionally, Accent installed the majority of the kitchen cabinets on August 14th. Accent couldn’t install them all because the customers decided they wanted their island to be 6” smaller than they had originally ordered. A new cabinet had to be ordered and it was installed on September 21st. Now, this project, which according to the original agreement is long completed, is dragging on because the customers feel like the Accent Salesman needs to finish the parts that they couldn’t do themselves. In an effort to make these customers happy, the Accent Salesman is still working on finishing these ancillary items. He was very hurt to hear about this complaint. His intentions were to help the customer save money and he now understands they are taking advantage of his kindnessWhile it has been almost months since the contract was signed, the VAST majority of the job was completed in the original time frame. While it is clear Accent did a poor job communicating time frames for these ancillary items, Accent ordered them when asked and produced them when they were complete. At the time of this response, all items mentioned in the complaint have been delivered to the customer’s home for them to install, as they agreed toAs a company, Accent believes we have gone above and beyond what was originally agreed upon and paid for. Further, because the items for which the customer has demanded a discount have been delivered, Accent sees no reason why any additional discount should be provided, and besides any warranty or new punch-list items, Accent believes this job is complete The customer did not respond to emails sent on Friday, December 15th to confirm this