To: Revdex.comCase ID: *** *** purchased a kitchen from us which included a Corner Susan Cabinet.
When installation is paid for on the original order, an installer is always sent out to make necessary repairs*** *** had his own
installer, and this service was never purchased through us.Express Kitchens doesn’t regularly encounter quality issues, and because the damage was reported months after installation and not upon receiving the product, we don’t know how it occurred- it certainly is not wear and tear.We stand behind our product and are always willing to replace uninstalled cabinets that may have defects The lazy Susan was installed and although it is against company policy to send out an installer to make repairs, we made an exception to accommodate our customer and our installer is scheduled to make repairs at the home on the June 14th , We have spoken with *** ***, and he is happy with the schedule date to make repairsWe thank *** for posting this review and would just like to mention that we take people’s comments very seriouslyIf someone isn’t happy, we address this issue to the best of our capabilityWe now have locations in CT and MA where we service our customers out of; we install between 20-kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.If there are any further concerns please do not hesitate to contact us directly at ###-###-####Thank you
Charles M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
We are happy to report that the project has been completed, we spoke with [redacted]n the phone on 8/22 and he confirmed that the installer finished the project on 8/18 and there are no outstanding items.We apologize to [redacted]r, in lieu of the delays and the inconvience he faced, there were some...
errors made that were unforeseen, we would like to thank him for giving us the opportunity to fix those concerns.We are also happy to report that Express Kitchens has expanded to 12 locations in CT and MA, we are fully insured and licensed, we take pride in giving our valued customers the best value proposition when purchasing a kitchen, we source directly from manufacturers and make a lot of our products ourselves like our in house granite shop.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We visited the customers home this week, We applied a coat of seam fill to reseal the seam ; The customer was un-happy with the finished product, as the seam was not leveled. We have come to a agreement with the customer as you can see in the email attached here. we are refunding the customer for...
countertop, and are going to go back out there to finish a side splash.
We are happy to report that we have come to a agreement with [redacted]. We visited her house last week and again today and all 6 items that [redacted] had concerns on have been resolved.
Complaint: [redacted]
I am rejecting this response because:
We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to service. We have had at least 5 (if not more) appts. scheduled where nobody showed up . This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to call. I can't even get a response from a manager. The most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was there. Nobody came or called. My neighbor told me they came at 1:30 !! Why, I don't know. I had to call yet again and had to now wait until Oct.20. Again.......nobody showed up or called. I emailed them and have not even gotten a call back. This is such poor customer service. This is how they treat their customers? I can not refer anyone to them with this history. I complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix it. I also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the job completed. I want a call from the district manager/CEO/Owner, someone above Charles. I've had it with trying to be accommodating and having to wait until they have time. My time is important too, I am the customer and for good quality service, we should be taken care of asap. This job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knew. I want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directly. There are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too.
[redacted] job:
We installed the job on 10/21/14. Customer signed off on the install (attached herewith)
A few days after Mrs [redacted] reported a concern with the seam; upon site visit we determined that the seam color turned pinkish/orange color, most likely from using too much hardener or not enough...
pigment color additive. We spoke with her, told her I would be sending [redacted] out to fix any issues she may have and to be there to point out the concerns.
[redacted] went to her house on 11/3/14 to change the seam color and sealed the back splashes to the countertop with epoxy. She was happy with the job and signed the satisfaction sheet.(attached here with)
A few days after; she called again and said she wasn’t happy with the size of the seam on the back splash. The splash had a field cut that wasn’t straight, we remade the splash to the left of the seam and to the stove and sent [redacted] out again to replace them and try to tighten up the seam further. This was done on Nov 6th.
She contacted us again with more concerns about seam again, some little nicks on a notch that where visible, because of clear caulk used. As well as concerns her faucet couldn’t turn on all the way etc..
We visited her and made a appointment to remove her backsplashes on 1/31/15 and cut them down to 3 ½” and go back to install them and address all her concerns again on 2/4/15. We were able to successfully reinstall the backsplashes, caulked the bottom of the backsplashes to the counter, addressed the little nicks ect.. to her satisfaction again. She did sign another satisfaction form.(Attached here with)
At this time we are happy to report that we have addressed all her concerns with the countertops.
Every time she has had a problem we have taken care of them.
We believe that we have finished the job 100% and do not believe that there are any grounds for refunds. If you have any other questions please contact me at [redacted].
Sincerely
[redacted]
We spoke with Ca[redacted] and are happy to report that we have reached a agreement, we are going to send our install manager to re-seal the counter seam.
I would also like to thank you for taking the time to post a review, we take your feedback seriously and use it to improve our...
services, we currently have 8 locations in CT and MA where we serve our customers out of, we take great pride in providing the best value proposition when you buy a kitchen in this market, and we are fully insured and licensed / registered with the state.
Complaint: [redacted]
I am rejecting this response because: I am still waiting to see if the $200.00 reimbursement they said I would receive is going to show up in my next statement from [redacted]
Sincerely,
[redacted]
WE are happy to report that We spoke with our mutual customer and resolved their concern amicably.I would like to thank them for taking the opportunity to provide a review on our services and their feed back is appreciated, we now have 9 locations in [redacted] we are opening our next location in...
[redacted] this year.We could not achieve this growth without loyal customers and a great degree of customer satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] (Install Manager) & [redacted] (Project manager )visited customers home, We have reached a resolution with the customer. We are going to send our installers to correct all the items mentioned by the customer and have also agreed to refund the customer in full for the sink that they...
are not happy with. We will do everything necessary to resolve the customers concerns and ensure the kitchen is finished to the customers satisfaction.
We are happy to report that we have reached a agreement with this customer, we would also like to thank you for giving us your honest feed back, we will use your feedback to improve our customer service. We now have 8 locations in ** and ** where we service our customers out of; we install between...
20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
We have sent email and left a voicemail to [redacted]n an attempt to amicably resolve his concerns.The fact of the situation is that [redacted] did not purchase installation services and is now demanding them to fix items installed by his own contractor, if these cabinets had issues they should not have been installed.Some of the damages could have happened during install- we are however standing behind our product 100% and will honor our warranty.We will provide the parts that [redacted]s requesting but we cannot offer installation and cannot pay for installation.The previous response already filed holds true. For kitchen cabinets that were sold to him on 11/12/2016. During the time of the sale [redacted] was quoted a full installation through Express Kitchens in which he declined our services. During the time of delivery he had a couple of damages which Express Kitchens replaced next day, 2 days after that he reported 1 more cabinet damaged and it was replaced next day. Couple days after customer reported 1 more concern with a back panel – which we again replaced the same day.As you can see we have reacted immediately to all the customers concerns.Customer hired their own installer to install the cabinets. After installation they requested us to send a Rep out to inspect some concerns. Even though these should have been reported prior to install or immediately upon delivery Express Kitchens decided to work with [redacted] and replace any items that they were concerned with.[redacted] subsequently requested that Express Kitchens should come out to his home and prepare the damaged merchandise for shipment and re install the new items This is not covered under warranty attached here with.We have offered [redacted] a reasonable compensation offer of $260 plus all the replacement parts he requested , which is more than his $200 request for lost time for his baby sitter . What [redacted] is asking is unreasonable and is against our valid contract.Express Kitchen has made every effort to take care of every issue in a timely matter inside of our signed contract as we do with every customer please look at our other 8 locations we have a A+ rating with the Revdex.com. And provide excellent customer service to all customer with issues that we can fix within our contract agreements. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in ** and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen
Greetings
We are happy to respond that we did reach out to [redacted] and have provided the sink to him at no charge. We are glad to work with the customer with any concerns that he may have to ensure the kitchen project is completed to their satisfaction.
We got a great price on our cabinets and I highly recommend sitting down with one of their project managers. Renovating our kitchen was very overwhelming for us but they were able to walk us through the entire process and they designed a kitchen perfect for our space. The whole process was so smooth. Even the installation was clean and completed in a day! All that and the price was lower than 3 other companies we were considering.
To: Revdex.com [redacted]
New Roman,serif;">[redacted] purchased a kitchen from Express Kitchens. [redacted] reported some concerns after having his kitchen installed. We are happy to report that we have resolved all of [redacted]a’s concerns, and we have left multiple messages to verify his satisfaction with all repairs and measures we have taken to appease his concerns. We stand behind our product and our employees. We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen. If there are any further concerns please do not hesitate to contact us directly at [redacted]. Thank you [redacted]
To: Revdex.comCase ID: *** *** purchased a kitchen from us which included a Corner Susan Cabinet.
When installation is paid for on the original order, an installer is always sent out to make necessary repairs*** *** had his own
installer, and this service was never purchased through us.Express Kitchens doesn’t regularly encounter quality issues, and because the damage was reported months after installation and not upon receiving the product, we don’t know how it occurred- it certainly is not wear and tear.We stand behind our product and are always willing to replace uninstalled cabinets that may have defects The lazy Susan was installed and although it is against company policy to send out an installer to make repairs, we made an exception to accommodate our customer and our installer is scheduled to make repairs at the home on the June 14th , We have spoken with *** ***, and he is happy with the schedule date to make repairsWe thank *** for posting this review and would just like to mention that we take people’s comments very seriouslyIf someone isn’t happy, we address this issue to the best of our capabilityWe now have locations in CT and MA where we service our customers out of; we install between 20-kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.If there are any further concerns please do not hesitate to contact us directly at ###-###-####Thank you
Charles M***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
We are happy to report that the project has been completed, we spoke with [redacted]n the phone on 8/22 and he confirmed that the installer finished the project on 8/18 and there are no outstanding items.We apologize to [redacted]r, in lieu of the delays and the inconvience he faced, there were some...
errors made that were unforeseen, we would like to thank him for giving us the opportunity to fix those concerns.We are also happy to report that Express Kitchens has expanded to 12 locations in CT and MA, we are fully insured and licensed, we take pride in giving our valued customers the best value proposition when purchasing a kitchen, we source directly from manufacturers and make a lot of our products ourselves like our in house granite shop.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
We visited the customers home this week, We applied a coat of seam fill to reseal the seam ; The customer was un-happy with the finished product, as the seam was not leveled. We have come to a agreement with the customer as you can see in the email attached here. we are refunding the customer for...
countertop, and are going to go back out there to finish a side splash.
We are happy to report that we have come to a agreement with [redacted]. We visited her house last week and again today and all 6 items that [redacted] had concerns on have been resolved.
Complaint: [redacted]
I am rejecting this response because:
We started a kitchen remodel project with Express Kitchens last March !! This has been the worst company to deal with in regards to service. We have had at least 5 (if not more) appts. scheduled where nobody showed up . This is despite having appointments and times made in advance, they don't show and they don'e even have the common courtesy to call. I can't even get a response from a manager. The most recent missed appts occurred on Sept 29, the appt was scheduled for after 3,which I left work early to make sure I was there. Nobody came or called. My neighbor told me they came at 1:30 !! Why, I don't know. I had to call yet again and had to now wait until Oct.20. Again.......nobody showed up or called. I emailed them and have not even gotten a call back. This is such poor customer service. This is how they treat their customers? I can not refer anyone to them with this history. I complained about this with you earlier in the year and I unfortunately thought all was settled and we were finished, we have a whole loose counter that is not secure in the wall and can't get them to come and fix it. I also have billing disputes and was told by the manager ,he would call to go over it and correct it, never got a call from him and this was in the beginning of October!! How long do we have to wait?? My husband and I are beyond frustrated and disgusted with this whole company.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the job completed. I want a call from the district manager/CEO/Owner, someone above Charles. I've had it with trying to be accommodating and having to wait until they have time. My time is important too, I am the customer and for good quality service, we should be taken care of asap. This job has been bungled since the beginning and I'm sure the CEO/district managers/regional managers have no idea this job has been run so poorly and would not be happy if they knew. I want to hear from Shibu Thankachan or Hitesh Kothari, so I can tell this to them directly. There are also billing errors that have yet to be corrected and again, I am looking to have this corrected asap too.
[redacted] job:
We installed the job on 10/21/14. Customer signed off on the install (attached herewith)
A few days after Mrs [redacted] reported a concern with the seam; upon site visit we determined that the seam color turned pinkish/orange color, most likely from using too much hardener or not enough...
pigment color additive. We spoke with her, told her I would be sending [redacted] out to fix any issues she may have and to be there to point out the concerns.
[redacted] went to her house on 11/3/14 to change the seam color and sealed the back splashes to the countertop with epoxy. She was happy with the job and signed the satisfaction sheet.(attached here with)
A few days after; she called again and said she wasn’t happy with the size of the seam on the back splash. The splash had a field cut that wasn’t straight, we remade the splash to the left of the seam and to the stove and sent [redacted] out again to replace them and try to tighten up the seam further. This was done on Nov 6th.
She contacted us again with more concerns about seam again, some little nicks on a notch that where visible, because of clear caulk used. As well as concerns her faucet couldn’t turn on all the way etc..
We visited her and made a appointment to remove her backsplashes on 1/31/15 and cut them down to 3 ½” and go back to install them and address all her concerns again on 2/4/15. We were able to successfully reinstall the backsplashes, caulked the bottom of the backsplashes to the counter, addressed the little nicks ect.. to her satisfaction again. She did sign another satisfaction form.(Attached here with)
At this time we are happy to report that we have addressed all her concerns with the countertops.
Every time she has had a problem we have taken care of them.
We believe that we have finished the job 100% and do not believe that there are any grounds for refunds. If you have any other questions please contact me at [redacted].
Sincerely
[redacted]
We spoke with Ca[redacted] and are happy to report that we have reached a agreement, we are going to send our install manager to re-seal the counter seam.
I would also like to thank you for taking the time to post a review, we take your feedback seriously and use it to improve our...
services, we currently have 8 locations in CT and MA where we serve our customers out of, we take great pride in providing the best value proposition when you buy a kitchen in this market, and we are fully insured and licensed / registered with the state.
Complaint: [redacted]
I am rejecting this response because: I am still waiting to see if the $200.00 reimbursement they said I would receive is going to show up in my next statement from [redacted]
Sincerely,
[redacted]
WE are happy to report that We spoke with our mutual customer and resolved their concern amicably.I would like to thank them for taking the opportunity to provide a review on our services and their feed back is appreciated, we now have 9 locations in [redacted] we are opening our next location in...
[redacted] this year.We could not achieve this growth without loyal customers and a great degree of customer satisfaction.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] (Install Manager) & [redacted] (Project manager )visited customers home, We have reached a resolution with the customer. We are going to send our installers to correct all the items mentioned by the customer and have also agreed to refund the customer in full for the sink that they...
are not happy with. We will do everything necessary to resolve the customers concerns and ensure the kitchen is finished to the customers satisfaction.
We are happy to report that we have reached a agreement with this customer, we would also like to thank you for giving us your honest feed back, we will use your feedback to improve our customer service. We now have 8 locations in ** and ** where we service our customers out of; we install between...
20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen.
We have reached out to the customer via email; We will ensure we resolve his concerns.
We have sent email and left a voicemail to [redacted]n an attempt to amicably resolve his concerns.The fact of the situation is that [redacted] did not purchase installation services and is now demanding them to fix items installed by his own contractor, if these cabinets had issues they should not have been installed.Some of the damages could have happened during install- we are however standing behind our product 100% and will honor our warranty.We will provide the parts that [redacted]s requesting but we cannot offer installation and cannot pay for installation.The previous response already filed holds true. For kitchen cabinets that were sold to him on 11/12/2016. During the time of the sale [redacted] was quoted a full installation through Express Kitchens in which he declined our services. During the time of delivery he had a couple of damages which Express Kitchens replaced next day, 2 days after that he reported 1 more cabinet damaged and it was replaced next day. Couple days after customer reported 1 more concern with a back panel – which we again replaced the same day.As you can see we have reacted immediately to all the customers concerns.Customer hired their own installer to install the cabinets. After installation they requested us to send a Rep out to inspect some concerns. Even though these should have been reported prior to install or immediately upon delivery Express Kitchens decided to work with [redacted] and replace any items that they were concerned with.[redacted] subsequently requested that Express Kitchens should come out to his home and prepare the damaged merchandise for shipment and re install the new items This is not covered under warranty attached here with.We have offered [redacted] a reasonable compensation offer of $260 plus all the replacement parts he requested , which is more than his $200 request for lost time for his baby sitter . What [redacted] is asking is unreasonable and is against our valid contract.Express Kitchen has made every effort to take care of every issue in a timely matter inside of our signed contract as we do with every customer please look at our other 8 locations we have a A+ rating with the Revdex.com. And provide excellent customer service to all customer with issues that we can fix within our contract agreements. We take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in ** and ** where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen
We will reach out to [redacted] by Tuesday the 7th October to resolve his outstanding request for Credit.
Greetings
We are happy to respond that we did reach out to [redacted] and have provided the sink to him at no charge. We are glad to work with the customer with any concerns that he may have to ensure the kitchen project is completed to their satisfaction.
We got a great price on our cabinets and I highly recommend sitting down with one of their project managers. Renovating our kitchen was very overwhelming for us but they were able to walk us through the entire process and they designed a kitchen perfect for our space. The whole process was so smooth. Even the installation was clean and completed in a day! All that and the price was lower than 3 other companies we were considering.
To: Revdex.com [redacted]
New Roman,serif;">[redacted] purchased a kitchen from Express Kitchens. [redacted] reported some concerns after having his kitchen installed. We are happy to report that we have resolved all of [redacted]a’s concerns, and we have left multiple messages to verify his satisfaction with all repairs and measures we have taken to appease his concerns. We stand behind our product and our employees. We thank [redacted] for posting this review and would just like to mention that we take people’s comments very seriously. If someone isn’t happy, we address this issue to the best of our capability. We now have 8 locations in CT and MA where we service our customers out of; we install between 20-30 kitchens a week and deliver twice as many that our customer install themselves, and needless to say most of these customers give us positive reviews, also we are registered with the state, fully insured and take pride in giving the best value proposition when you buy a kitchen. If there are any further concerns please do not hesitate to contact us directly at [redacted]. Thank you [redacted]