Behnke Woodworking Inc

Initial Business Response /* (1000, 8, 2015/10/26) */
***Corresponding documents attached
Re: Case # ***
Please see the attached letter that was sent to the clientIt explains what was done up until 6/Since then there has been a couple correspondences between our attorneys which has
us at a stand stillI have been notified that the client's attorney is no longer representing him
The client is accusing my company of using used wood
We simply don't use used materials unless a customer specifies to or brings in wood for us to useThis was not the case with this jobEverything that was used was newThis is a matter of opinion with my client without any basis on fact
We have been accused of improperly staining the cabinets
The areas that the client felt were improperly stained were assessed by myself and the previous owner (yrsExperience) and determined to be variances on the wood as stated in my contract(Also on attachment)To try to make the client feel better I darkened a few areas while he was there and at that time met his approvalI was therefore surprised that a day later I received a call that it was too darkThe doors appear to have a 1/4" light spot where the panel bevel changes directionThis is due to the light reflecting on the panel differently and the grain changing from end grain to face grain(End grain is darker as it absorbs more stain than face grain.)(See attached pic)
Crown molding
There was a piece of crown molding that was defectiveIt was replaced as stated in the attached letter(See attached pic)
Knot
There was an 1/8" closed knot on the microwave face frame that is within industry standard for select grade lumber which is what we useThe client didn't like it so we replaced that frame even though quality standards wouldn't require us to.(See attached pic)
Overall quality of the cabinets
The previous owner of Behnke Woodworking went out to meet with the client to give his professional opinion on the overall quality of the cabinets and agreed that they were done at the same level as he built them and we still do today(Including the staining.)
The client is requesting that he receives all new doorsI responded that the doors are not defective and that I am not willing to do thatI told him that if it would create a different outcome from making new doors I would do it
There have been correspondences with our attorneys without a resolution since the letter attachedI offered the client two different settlement offers which he rejectedThe client's attorney has notified me that they are no longer representing himCustomer satisfaction doesn't warrant fixing what isn't unjustified or defectiveIn my opinion, these claims are unreasonable and unwarranted
In summary, I am frustrated that this has been drawn out this long and feel that I have exhausted all of my attorney's and my ideas on how to resolve this situation without a mutually reached conclusion
Behnke Woodworking
Paul ***
Its, Owner
***copied and pasted from email
Initial Consumer Rebuttal /* (2000, 10, 2015/11/05) */
Final Business Response /* (4000, 18, 2015/12/18) */
12/18/
I am writing this in response to the complaint filed on case# ***
As the client stated, I have been to his house a number of times to try to resolve this situationPlease refer to my last response as there hasn't been any change since thenI am content with the work that was done when I was last at his homeIt was built to industry standardsThe same standards that were on his previous kitchenThe difference between the two kitchens is the door style and colorAgain, please refer to my attempts to educate the client on how and why the doors and wood look different than his previous kitchenDarker color stains (especially on oak)show more variation and the beveled panel profile absorbs stain and reflects light different than a curved profileThe color variation as also due to red oak's varying growth ring sizes and the angle each board is cut in comparison to the growth ringsThis kitchen was done in plain sawn red oak which is what the majority of red oak is cut as and also his previous kitchen was
In conclusion, I have submitted pictures of some of the items that I replaced and met with the client a number of times to try to come to a resolutionEach time we met it would start out as getting chewed out the first minutesThen him telling me that he doesn't know what he wants me to do"Rip them all out" he would sayThen the last minutes would be getting chewed out againMy employees do not want to return to his house as they feel threatened as do II don't think anything short of giving him half of his kitchen for free is going to make him happyAnd that I am not willing to do as the doors in question are done properlyI have professionals in the industry willing to testify to that as needed
I have worked with clients and over $million in sales this year and have one in question
Also, I have noticed that some of the pictures that I submitted weren't uploaded to this filePlease do so to show the panel profile for a reference
I look forward to your response and have a happy holidays
Paul
Final Consumer Response /* (2000, 24, 2016/03/03) */
We have come to a resolution