Cardinal Kitchens, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all, this is not granite; it is ***. Cardinal has finally agreed to replace the island countertop, over a week later, and the date for install is not until September 18th, another three weeks, so well over a month after the countertops were installed. Furthermore, he fails to even mention the bathroom, which is a real bone of contention here. They now want to try and REPAIR the bathroom counter when they come to install the new island top. If that doesn't work, we will have to wait for another top for that to be fabricated as well. We have not installed the faucet because some of the marks on the bathroom counter are where the faucet goes. Cardinal wants us to install the faucet and have a service person buff around it. I am certainly not going to do that and risk damaging a new faucet, so we are left waiting until September 18th (it is now August 29th) to get the bathroom top repaired and the faucet installed. All this for NEW countertops. Originally we were on the schedule for September 4th for repair; now it is September 18th due to replacement of the island. At the very least I think they should repair the bathroom top on the 4th if they aren't going to replace the island until September 18th.
I think it is unconscionable to expect a customer to wait this long for damaged countertops to be replaced and to simply blame the installer for any damages. Cardinal has been anything but apologetic.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]We DID leave voicemails asking for a status updateMy husband confirmed thisWe never received a call backMy husband also sent a Facebook message that was "seen" and then marked as unread and was never responded toTherefore, I had to resort to negative public comments in order to receive an answer.Also, if the product was on backorder, WHY did we not receive a call letting us know this was the case? I am in customer service myself and that would have been my very first step. If you have been having phone issues, then WHY ON EARTH are you blaming the customer and assuming they are not telling the truth about leaving voicemails?? Perhaps your sub-par phone service failed you in that regard as wellAccusing your customer of lying is the worst possible thing you could doAbsolutely unacceptable
*** ***

In response to the follmessage from the complainant, the problem seems to be that she is not communicating with her husband who has been making the arrangements for the installation and repairs
The contact number that we have for this job is the husbandHe has approved the dates we have given himin fact, after receiving her follow up message that she was unhappy with the date of the vanity top repair, we called him and told him that we would have a service man in his area early this coming week and could send him in to fix the vanityHe said that it was not necessary to make two trips to his home and to leave the dates as we had previously arrangedl have a voice mail message from him to this affect From the information my installer gave me, she can go ahead and have the faucet installed and the repair that is needed will not be near the faucetEven if there is concern about damage to the faucet, my service person could disconnect the faucet and move it out of the way and then reconnect itIf they wish to leave the hookup until we fix the top, that is their call
*** ***
President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10455682, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowWhy should ***'s be punished for negligence on Cardinal Kitchen's part? ***'s should not have to "match" anything Cardinal Kitchens should pay for what their installer/producers did not do as they saidNo one from *** has called me or my husband The last we heard from anyone was a $credit from Cardinal KitchensPlease review and reconsiderIn response to Ms***'s comment on "I don't know why it has gotten to this point", I stated to her in a conversation that certain criteria was to be met or I would report to Revdex.com The criteria was not met and compensation offered was insulting Therefore, the complaint "got to this point" because Ms*** nor the countertop installer (when he finally did decide to show up) did not ensure that my customer satisfaction was top priorityRegards,
*** ***
&nbs

The homeowner’s complaint that there were scratch's on her Granite countertop is accurate. To say that a scratch on a granite top makes it defective is
inaccurate. Granite is a natural product that comes out of the ground with a very rough surface. The countertops we see installed in our...

homes today are
polished by fabricators and it is not unusual for a top to be scratched during handling, but is easily repaired and buffed back to it's normal finish. A scratch
does not make the countertop defective.
When the homeowner told us that the date we proposed was unacceptable, we found another service person who could be there the next day(Tuesday) to assess the problem and make the necessary repair. The homeowner scheduled the serviceman to come on Friday. She apparently was not available Tuesday, Wednesday, or Thursday.
After talking to the person who installed the top and who probably caused the scratch in the first place, we found that the scratch was deeper than first
described and to grind and buff it out would leave a "dip" in the surface. At that point we decided to replace the top.
The replacement top is in fabrication now and will be installed soon.
[redacted]
President

My response:
[redacted] and Cardinal Kitchens are partners.  In a partnership, sometimes we agree to do things in an effort to maintain relationships that are long term.  Cardinal Kitchens and [redacted] have been partners in business for over 15 years.  Yes,  [redacted] has agreed to help Cardinal out with this customer satisfaction issue – and have agreed to match our offer and give the homeowner the credit that she is asking for.
I am sorry if Mrs. [redacted] feels that her job was not our top priority.  It was certainly our goal to get her taken care of as quickly as possible.
I just spoke to Bill in the installed sales office at [redacted]…. He tells me that he has spoken to Mr. Leo [redacted] – and Mr. [redacted] will be in the store on Thursday 3/26 to pick up his compensation check of $600.00.
Thanks,
[redacted]
Customer Service Manager
Cardinal Kitchens, Inc.%

I spoke to Mr. [redacted] on 5/5/2016 regarding the countertops that he has on order with [redacted]. Cardinal kitchens has been contracted to measure, fabricate and install new Dekton countertops for the [redacted]’.   The order was placed with us on 3/25/2016 by The [redacted].   However...

the customer was getting new cabinets and we can not start any of our process until the new cabinets are installed completely. The cabinets were installed early April and Cardinal was notified that customer was ready for a field measure.  The field measure took place on 4/11. The after measure drawing was submitted to the inventory dept. on 4/12 to order the materials. The order was placed on Monday 4/18 – which is our normal day to submit orders to this particular vendor to receive product every Wednesday. When the order was placed the material was back ordered and given an ETA of 5/4/2016.  One slab was received on 5/4 – the other slab (order requires 2 slabs) was placed on back order with an ETA of 5/11. I have confirmed with the vendor that the material is scheduled to be here on Wed. 5/11 – with no further delays.  All of this information was passed along to the store from which the [redacted]’ purchased the countertops.  It is our expectation that since the store is the point of purchase,  the store passes along any updates on the order that we give them. Obviously in this situation that did not happen.  Our phone system was down last week due to some issues with Windstream – our phone provider.  Yes,  when you would call in it would ring and ring.  This was beyond our control and could not be helped.  I have not received one email or voice mail from Mr. or Mrs. [redacted] regarding updates on their countertops.  I checked with my customer service team to see if they had received any emails or voice mails – and they too stated NO they had not received anything regarding updates on the order.  The store from which the customer purchased the tops inquired about the order on Wed. 5/4….. but beyond that we can not find any record of inquiries being placed into our offices.  When Mrs. [redacted] placed her complaint on our face book page – I immediately responded and assured her I would call her the next day. I spoke to Mr. [redacted] on Thursday 5/5 at 11:18 am and went over the above facts with him. He seemed to be very understanding of the delay.   I can not apologize enough for the frustrations the [redacted]’ have had with their countertop order.  However,  as you can see in the time line noted above,  everything has moved thru each process as it should…. With the exception of the material being on back order – and that is beyond my control.  What I am in control of has went with out interruption or delay.  Thanks, [redacted] Customer Service Manager Cardinal Kitchens, Inc. ###-###-####

I have spoken to the [redacted] store that Mrs. [redacted] purchased her tops from.  There seems to be a mis-understanding as to what amount she was being offered in compensation.
The [redacted] store will be issuing Mrs. [redacted] a credit for $600.  It was always the intent for Cardinal Kitchens to put...

$300 in the pot and [redacted] to put $300 in the pot – to equal her a credit of $600 for the issues she experienced.
According to the [redacted] manager -  his notes clearly state that she was being offered a credit of $600.00… so we are all unsure as to why this even got to this point.
Mr. [redacted] is the installed sales manager at the [redacted] store.  He is who I have been speaking with.  He will be reaching out to Mrs. [redacted] today to give her the credit of $600.00.
Thanks,
[redacted]
Customer Service Manager
Cardinal Kitchens, Inc.
###-###-####