Cardinal Kitchens

The homeowner’s complaint that there were scratch's on her Granite countertop is accurateTo say that a scratch on a granite top makes it defective is inaccurateGranite is a natural product that comes out of the ground with a very rough surfaceThe 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 finishA 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 repairThe homeowner scheduled the serviceman to come on FridayShe 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 surfaceAt that point we decided to replace the top The replacement top is in fabrication now and will be installed soon [redacted] President

I spoke to Mr [redacted] on 5/5/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/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 completelyThe cabinets were installed early April and Cardinal was notified that customer was ready for a field measure The field measure took place on 4/The after measure drawing was submitted to the inventory depton 4/to order the materialsThe order was placed on Monday 4/– which is our day to submit orders to this particular vendor to receive product every WednesdayWhen the order was placed the material was back ordered and given an ETA of 5/4/ One slab was received on 5/– the other slab (order requires slabs) was placed on back order with an ETA of 5/I have confirmed with the vendor that the material is scheduled to be here on Wed5/– 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 themObviously 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 Mror 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 Wed5/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 dayI spoke to Mr [redacted] on Thursday 5/at 11:am and went over the above facts with himHe 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###-###-####

Review: We contracted with Cardinal Kitchen on July [redacted], 2014. We spoke to [redacted]. He communicated to us that the kitchen that he would deliver would arrive in 6 - 8 weeks and would be delivered in two days. He delivered the wrong kitchen, and it has been two weeks, and even with the wrong kitchen, he has not finished installing the kitchen. He has promised repeatedly that they would fix the issues and rectify the situation, and the company and its representatives have not. It has now been 3 months, and the company has not made restitution, nor do I have the confidence that they will be able to do so.Desired Settlement: I am looking for Cardinal Kitchen to complete the services that we paid for and provide us a refund for installing the wrong kitchen.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Cardinal Kitchens has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,