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
Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ I write to you on behalf of the Norcraft group of companiesI have been asked to respond to your note below and the complaint filed with the Revdex.com regarding this consumer's experience with our productThank you for your email note and letterNorcraft takes it relationship with its consumers seriously and respects the role of the Revdex.com I have reviewed the complaint on file with the Revdex.com, Norcraft's file materials, and personally spoke with [redacted] I have also spoken twice and corresponded with the owner of Freedom Design, the dealer who sold the cabinets to Ms [redacted] and performed onsite work on her behalfNorcraft strives to exceed our customer's expectations and we are always disappointed when a consumer believes we have fallen short of this goal In this particular instance there were some issues with the fit and finish of the cabinets when they first arrivedFreedom Design and Norcraft worked to repair any out of spec materials according to Norcraft's warranty policyAs sometimes occurs with construction projects, getting the materials together and addressing the problems took some timeWe know Ms [redacted] was disappointed with the delays but we also understand that her kitchen was functional throughout the time the repairs were madeWe are pleased that Freedom Design was able to rectify the fit and finish issues After the repairs were completed Ms [redacted] contacted the company seeking $2,for the delays and for being inconveniencedWe explained that our warranty does not pay consumers for a delay or inconvenienceDespite that policy we offered $as a goodwill gestureAs a condition of the settlement we sent her a release and confidentiality agreementThe agreement waives the right to make future claims (including warranty claims) in exchange for the paymentMs [redacted] called me to explain she would not sign the agreement and had no intention of accepting $I explained to her that this is her right and if she prefers to bring a claim she may do so but the company does not provide goodwill settlements without a release and confidentiality agreement I am sorry we were unable to satisfy Ms***We have not withdrawn our offer and would extend it again however she has already rejected our goodwill gesture and would not sign our release agreement Thank you again for your letter and please feel free to contact me should you have any questions Gary J[redacted] Principal The Law Office of Gary J[redacted] , LLC Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $was not a good will gestureIn signing the legal documents they are asking me to forfeit my lifetime warranty which I paid for in the $that I gave to NorcraftI could hardly say that months to finish a kitchen was an inconvenienceAll of the time that was spent over the month period was more than an inconvenienceI did not get paid for all the hours and effort that I logged in trying to complete my kitchen with acceptable quality cabinetsThe money that was paid for the cabinets prior to March 4, was with the intent that my cabinets would be delivered in an acceptable qualityI was never told that I may be working on my kitchen months later because of quality issuesHad I been told that it would be a possibility then I would have been able to have a CHOICE and been able to make a decision whether or not I wanted to go with this company or notNot so funny how they don't tell you when you order that it may take the better part of a year to have your kitchen completedThen they tell you that it was an inconvenience but your kitchen is functionalI paid for a completed kitchen when the cabinets were ordered and paid for NOT a functional kitchen that would take about 40+ weeks to get acceptable qualityYou would think when a company knows that they are having quality issues that they would make a better effort to make sure that they are sending out a quality product before shipping it to consumers that have already had several issues! They all got paid during this months as if they were doing 100% of their jobs, while I paid money for the months of headaches, stress and countless hours on the phone, with appointments for them to come out and look at the lack of quality in the cabinetsAs well as the countless appointments to keep having them come on several occasions to reinstall or fix the screw ups and defective, irregular cabinetsIt's unfortunate that any business would think that it's acceptable to tell a consumer that they aren't entitled to any compensation for the time that they had to spend trying to have a quality kitchen when the consumer did not pay a discounted price to go through the aggravation or have the choice of whether or not they want to go with a company that they would have to invest time in order to get a quality productIf I would have known that they were a company that wasn't proactive in taking care of the consumer in a timely manner then we would have once again been able to make a decision of whether we wanted to give our hard earned money to them or notI guess they think that taking months to finish a kitchen is a timely manner so that tells me that this is something that happens on a regular basis with them and I would caution anyone that is thinking of remodeling their kitchen to decide if it is worth it to give them your money or notYou are taking a risk once you give them your money on how long it will take to get a quality productRemember, you are paying for a service but not only will you be paying financially, you will also have to pay with your precious time to keep getting bad shipment, after bad shipment until your kitchen is completeNot to mention the frustration you will be paying until it is done right! Unfortunately in my case it aggravated several health conditions that I have that are triggered by stressNO ONE should pay for stress, aggravation, headaches or a loss of their time when everyone works hard for their money to have a company that has already gotten paid for their services, drags their feet and are in no hurry to help you get your project doneFurthermore, they tell you it was just an inconvenienceOnce again, I paid money for a service that should have been delivered properly on March 4, 2015, NOT taking months to get it rightTHEN, tell me that they will give me $back if I sign a contract to cancel my lifetime warranty! They aren't offering me ANYTHING for them being an incompetent company, dragging their feet and continually sending us damaged, irregular productsThey are wanting to take another thing away from me again, by taking my warranty away! They already took over months of my life, I refuse to let them take another thing away from meHad they been a concerned company that continued to follow up on the bad products and continually kept in touch with us and made sure with each shipment that a quality product is being sent out, I would feel differently about themI know that things happen sometimes with projects but I would have NEVER imagined that 80% of my cabinets would be delivered damagedThen on top of that, to deal with a company that does not put you as a priority when it happens and you have to be the one to dedicate your valuable time continually over and over again to get everything fixed is just ridiculous! For them to then act as if it was simply and "inconvenience"! It's called customer service and when something happens that is supposedly and unusual circumstance, which is what Norcraft has claimed, you fix it as well and as quickly as you can! You apologize and actually take action and DON"T put the blame on the customerYou offer something in good faith to the customer to actually take responsibility and show actions to how sorry you areAfter all, actions speak louder than wordsI would suggest that anyone who wants to buy cabinets, stay clear of companies that feel like months to complete would only be an "inconvenience" to the customerThey continue to get paid while you are doing all of the work that they have already gotten paid for by you when you purchased the cabinets! I really can't accept their response because when I paid the $in good faith to them, it included the lifetime warranty that they want to take away from me for a $settlementThis was suppose to be from them for all of the problems I had with the horrible quality and the lack of concern from them in getting everything done in a timely mannerThey offered this $refund to me and I was told that the check would come from Freedom DesignsThey NEVER said anything about any legal documents and having to sign off on my warrantyWeeks later I received and email with the legal document attached asking for my signature to forfeit my lifetime warranty if I accepted the $That offer was definitely not offered from them for problems I had and them wanting to make things rightI wonder if this happens frequently with them so they can void lifetime warranties and no longer be held liable, accountable or responsible for any future defects! Final Business Response / [redacted] (4000, 9, 2016/02/05) */ Thank you for the opportunity to respond to the consumer's noteOur reputation with our consumers and the Revdex.com is very important to usWe are sorry this consumer was not initially satisfied with our products or the goodwill gesture we offered at the conclusion of the warranty processWe fully addressed her warranty concerns and offered an additional goodwill gesture to address her inconvenienceThe offer we made exceeded what we are obligated to provide according to our warranty policyIt is always our goal to exceed a consumers expectations and we are disappointed in the few instances that occur when a consumer feels we have not done that Again, thank you for taking our response into account and this consumer is welcome to contact us again should they have any questions regarding our warranty or products
Norcraft would agree to pay a refund of $4,in exchange for a signed settlement agreementIf we refund this amount the warranty no longer applies and we do not pay to have any work performed
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.
Initial Business Response /* (1000, 5, 2016/01/28) */
I write to you on behalf of the Norcraft group of companies. I have been asked to respond to your note below and the complaint filed with the Revdex.com regarding this consumer's experience with our product. Thank you for your...
email note and letter. Norcraft takes it relationship with its consumers seriously and respects the role of the Revdex.com.
I have reviewed the complaint on file with the Revdex.com, Norcraft's file materials, and personally spoke with [redacted]. I have also spoken twice and corresponded with the owner of Freedom Design, the dealer who sold the cabinets to Ms. [redacted] and performed onsite work on her behalf. Norcraft strives to exceed our customer's expectations and we are always disappointed when a consumer believes we have fallen short of this goal.
In this particular instance there were some issues with the fit and finish of the cabinets when they first arrived. Freedom Design and Norcraft worked to repair any out of spec materials according to Norcraft's warranty policy. As sometimes occurs with construction projects, getting the materials together and addressing the problems took some time. We know Ms. [redacted] was disappointed with the delays but we also understand that her kitchen was functional throughout the time the repairs were made. We are pleased that Freedom Design was able to rectify the fit and finish issues.
After the repairs were completed Ms. [redacted] contacted the company seeking $2,000 for the delays and for being inconvenienced. We explained that our warranty does not pay consumers for a delay or inconvenience. Despite that policy we offered $500.00 as a goodwill gesture. As a condition of the settlement we sent her a release and confidentiality agreement. The agreement waives the right to make future claims (including warranty claims) in exchange for the payment. Ms. [redacted] called me to explain she would not sign the agreement and had no intention of accepting $500. I explained to her that this is her right and if she prefers to bring a claim she may do so but the company does not provide goodwill settlements without a release and confidentiality agreement.
I am sorry we were unable to satisfy Ms. [redacted]. We have not withdrawn our offer and would extend it again however she has already rejected our goodwill gesture and would not sign our release agreement.
Thank you again for your letter and please feel free to contact me should you have any questions.
Gary J.[redacted]
Principal
The Law Office of Gary J.[redacted], LLC
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $500 was not a good will gesture. In signing the legal documents they are asking me to forfeit my lifetime warranty which I paid for in the $7800 that I gave to Norcraft. I could hardly say that 10 months to finish a kitchen was an inconvenience. All of the time that was spent over the 10 month period was more than an inconvenience. I did not get paid for all the hours and effort that I logged in trying to complete my kitchen with acceptable quality cabinets. The money that was paid for the cabinets prior to March 4, 2015 was with the intent that my cabinets would be delivered in an acceptable quality. I was never told that I may be working on my kitchen 10 months later because of quality issues. Had I been told that it would be a possibility then I would have been able to have a CHOICE and been able to make a decision whether or not I wanted to go with this company or not. Not so funny how they don't tell you when you order that it may take the better part of a year to have your kitchen completed. Then they tell you that it was an inconvenience but your kitchen is functional. I paid for a completed kitchen when the cabinets were ordered and paid for NOT a functional kitchen that would take about 40+ weeks to get acceptable quality. You would think when a company knows that they are having quality issues that they would make a better effort to make sure that they are sending out a quality product before shipping it to consumers that have already had several issues! They all got paid during this 10 months as if they were doing 100% of their jobs, while I paid money for the 10 months of headaches, stress and countless hours on the phone, with appointments for them to come out and look at the lack of quality in the cabinets. As well as the countless appointments to keep having them come on several occasions to reinstall or fix the screw ups and defective, irregular cabinets. It's unfortunate that any business would think that it's acceptable to tell a consumer that they aren't entitled to any compensation for the time that they had to spend trying to have a quality kitchen when the consumer did not pay a discounted price to go through the aggravation or have the choice of whether or not they want to go with a company that they would have to invest time in order to get a quality product. If I would have known that they were a company that wasn't proactive in taking care of the consumer in a timely manner then we would have once again been able to make a decision of whether we wanted to give our hard earned money to them or not. I guess they think that taking 10 months to finish a kitchen is a timely manner so that tells me that this is something that happens on a regular basis with them and I would caution anyone that is thinking of remodeling their kitchen to decide if it is worth it to give them your money or not. You are taking a risk once you give them your money on how long it will take to get a quality product. Remember, you are paying for a service but not only will you be paying financially, you will also have to pay with your precious time to keep getting bad shipment, after bad shipment until your kitchen is complete. Not to mention the frustration you will be paying until it is done right! Unfortunately in my case it aggravated several health conditions that I have that are triggered by stress. NO ONE should pay for stress, aggravation, headaches or a loss of their time when everyone works hard for their money to have a company that has already gotten paid for their services, drags their feet and are in no hurry to help you get your project done. Furthermore, they tell you it was just an inconvenience. Once again, I paid money for a service that should have been delivered properly on March 4, 2015, NOT taking 10 months to get it right. THEN, tell me that they will give me $500 back if I sign a contract to cancel my lifetime warranty! They aren't offering me ANYTHING for them being an incompetent company, dragging their feet and continually sending us damaged, irregular products. They are wanting to take another thing away from me again, by taking my warranty away! They already took over 10 months of my life, I refuse to let them take another thing away from me. Had they been a concerned company that continued to follow up on the bad products and continually kept in touch with us and made sure with each shipment that a quality product is being sent out, I would feel differently about them. I know that things happen sometimes with projects but I would have NEVER imagined that 80% of my cabinets would be delivered damaged. Then on top of that, to deal with a company that does not put you as a priority when it happens and you have to be the one to dedicate your valuable time continually over and over again to get everything fixed is just ridiculous! For them to then act as if it was simply and "inconvenience"! It's called customer service and when something happens that is supposedly and unusual circumstance, which is what Norcraft has claimed, you fix it as well and as quickly as you can! You apologize and actually take action and DON"T put the blame on the customer. You offer something in good faith to the customer to actually take responsibility and show actions to how sorry you are. After all, actions speak louder than words. I would suggest that anyone who wants to buy cabinets, stay clear of companies that feel like 10 months to complete would only be an "inconvenience" to the customer. They continue to get paid while you are doing all of the work that they have already gotten paid for by you when you purchased the cabinets! I really can't accept their response because when I paid the $7800 in good faith to them, it included the lifetime warranty that they want to take away from me for a $500 settlement. This was suppose to be from them for all of the problems I had with the horrible quality and the lack of concern from them in getting everything done in a timely manner. They offered this $500 refund to me and I was told that the check would come from Freedom Designs. They NEVER said anything about any legal documents and having to sign off on my warranty. Weeks later I received and email with the legal document attached asking for my signature to forfeit my lifetime warranty if I accepted the $500. That offer was definitely not offered from them for problems I had and them wanting to make things right. I wonder if this happens frequently with them so they can void lifetime warranties and no longer be held liable, accountable or responsible for any future defects!
Final Business Response /* (4000, 9, 2016/02/05) */
Thank you for the opportunity to respond to the consumer's note. Our reputation with our consumers and the Revdex.com is very important to us. We are sorry this consumer was not initially satisfied with our products or the goodwill gesture we offered at the conclusion of the warranty process. We fully addressed her warranty concerns and offered an additional goodwill gesture to address her inconvenience. The offer we made exceeded what we are obligated to provide according to our warranty policy. It is always our goal to exceed a consumers expectations and we are disappointed in the few instances that occur when a consumer feels we have not done that.
Again, thank you for taking our response into account and this consumer is welcome to contact us again should they have any questions regarding our warranty or products.
Initial Business Response /* (1000, 13, 2015/06/25) */
we had already responded to the consumer prior to receiving your first note. I personally spoke with [redacted], the consumers husband, about their concerns. Norcraft strives to exceed our customer's expectations and we are always...
disappointed when a consumer believes we have fallen short of this goal.
In this instance we agreed to replace some doors to satisfy the consumers concerns about the products. We have also agreed to provide them with a discount for the experience they encountered. Within the next 10 days we expect they will be satisfied with the steps both Norcraft and our local dealer have taken to address any concerns and we plan to close our file at that time.
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
Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ I write to you on behalf of the Norcraft group of companiesI have been asked to respond to your note below and the complaint filed with the Revdex.com regarding this consumer's experience with our productThank you for your email note and letterNorcraft takes it relationship with its consumers seriously and respects the role of the Revdex.com I have reviewed the complaint on file with the Revdex.com, Norcraft's file materials, and personally spoke with [redacted] I have also spoken twice and corresponded with the owner of Freedom Design, the dealer who sold the cabinets to Ms [redacted] and performed onsite work on her behalfNorcraft strives to exceed our customer's expectations and we are always disappointed when a consumer believes we have fallen short of this goal In this particular instance there were some issues with the fit and finish of the cabinets when they first arrivedFreedom Design and Norcraft worked to repair any out of spec materials according to Norcraft's warranty policyAs sometimes occurs with construction projects, getting the materials together and addressing the problems took some timeWe know Ms [redacted] was disappointed with the delays but we also understand that her kitchen was functional throughout the time the repairs were madeWe are pleased that Freedom Design was able to rectify the fit and finish issues After the repairs were completed Ms [redacted] contacted the company seeking $2,for the delays and for being inconveniencedWe explained that our warranty does not pay consumers for a delay or inconvenienceDespite that policy we offered $as a goodwill gestureAs a condition of the settlement we sent her a release and confidentiality agreementThe agreement waives the right to make future claims (including warranty claims) in exchange for the paymentMs [redacted] called me to explain she would not sign the agreement and had no intention of accepting $I explained to her that this is her right and if she prefers to bring a claim she may do so but the company does not provide goodwill settlements without a release and confidentiality agreement I am sorry we were unable to satisfy Ms***We have not withdrawn our offer and would extend it again however she has already rejected our goodwill gesture and would not sign our release agreement Thank you again for your letter and please feel free to contact me should you have any questions Gary J[redacted] Principal The Law Office of Gary J[redacted] , LLC Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $was not a good will gestureIn signing the legal documents they are asking me to forfeit my lifetime warranty which I paid for in the $that I gave to NorcraftI could hardly say that months to finish a kitchen was an inconvenienceAll of the time that was spent over the month period was more than an inconvenienceI did not get paid for all the hours and effort that I logged in trying to complete my kitchen with acceptable quality cabinetsThe money that was paid for the cabinets prior to March 4, was with the intent that my cabinets would be delivered in an acceptable qualityI was never told that I may be working on my kitchen months later because of quality issuesHad I been told that it would be a possibility then I would have been able to have a CHOICE and been able to make a decision whether or not I wanted to go with this company or notNot so funny how they don't tell you when you order that it may take the better part of a year to have your kitchen completedThen they tell you that it was an inconvenience but your kitchen is functionalI paid for a completed kitchen when the cabinets were ordered and paid for NOT a functional kitchen that would take about 40+ weeks to get acceptable qualityYou would think when a company knows that they are having quality issues that they would make a better effort to make sure that they are sending out a quality product before shipping it to consumers that have already had several issues! They all got paid during this months as if they were doing 100% of their jobs, while I paid money for the months of headaches, stress and countless hours on the phone, with appointments for them to come out and look at the lack of quality in the cabinetsAs well as the countless appointments to keep having them come on several occasions to reinstall or fix the screw ups and defective, irregular cabinetsIt's unfortunate that any business would think that it's acceptable to tell a consumer that they aren't entitled to any compensation for the time that they had to spend trying to have a quality kitchen when the consumer did not pay a discounted price to go through the aggravation or have the choice of whether or not they want to go with a company that they would have to invest time in order to get a quality productIf I would have known that they were a company that wasn't proactive in taking care of the consumer in a timely manner then we would have once again been able to make a decision of whether we wanted to give our hard earned money to them or notI guess they think that taking months to finish a kitchen is a timely manner so that tells me that this is something that happens on a regular basis with them and I would caution anyone that is thinking of remodeling their kitchen to decide if it is worth it to give them your money or notYou are taking a risk once you give them your money on how long it will take to get a quality productRemember, you are paying for a service but not only will you be paying financially, you will also have to pay with your precious time to keep getting bad shipment, after bad shipment until your kitchen is completeNot to mention the frustration you will be paying until it is done right! Unfortunately in my case it aggravated several health conditions that I have that are triggered by stressNO ONE should pay for stress, aggravation, headaches or a loss of their time when everyone works hard for their money to have a company that has already gotten paid for their services, drags their feet and are in no hurry to help you get your project doneFurthermore, they tell you it was just an inconvenienceOnce again, I paid money for a service that should have been delivered properly on March 4, 2015, NOT taking months to get it rightTHEN, tell me that they will give me $back if I sign a contract to cancel my lifetime warranty! They aren't offering me ANYTHING for them being an incompetent company, dragging their feet and continually sending us damaged, irregular productsThey are wanting to take another thing away from me again, by taking my warranty away! They already took over months of my life, I refuse to let them take another thing away from meHad they been a concerned company that continued to follow up on the bad products and continually kept in touch with us and made sure with each shipment that a quality product is being sent out, I would feel differently about themI know that things happen sometimes with projects but I would have NEVER imagined that 80% of my cabinets would be delivered damagedThen on top of that, to deal with a company that does not put you as a priority when it happens and you have to be the one to dedicate your valuable time continually over and over again to get everything fixed is just ridiculous! For them to then act as if it was simply and "inconvenience"! It's called customer service and when something happens that is supposedly and unusual circumstance, which is what Norcraft has claimed, you fix it as well and as quickly as you can! You apologize and actually take action and DON"T put the blame on the customerYou offer something in good faith to the customer to actually take responsibility and show actions to how sorry you areAfter all, actions speak louder than wordsI would suggest that anyone who wants to buy cabinets, stay clear of companies that feel like months to complete would only be an "inconvenience" to the customerThey continue to get paid while you are doing all of the work that they have already gotten paid for by you when you purchased the cabinets! I really can't accept their response because when I paid the $in good faith to them, it included the lifetime warranty that they want to take away from me for a $settlementThis was suppose to be from them for all of the problems I had with the horrible quality and the lack of concern from them in getting everything done in a timely mannerThey offered this $refund to me and I was told that the check would come from Freedom DesignsThey NEVER said anything about any legal documents and having to sign off on my warrantyWeeks later I received and email with the legal document attached asking for my signature to forfeit my lifetime warranty if I accepted the $That offer was definitely not offered from them for problems I had and them wanting to make things rightI wonder if this happens frequently with them so they can void lifetime warranties and no longer be held liable, accountable or responsible for any future defects! Final Business Response / [redacted] (4000, 9, 2016/02/05) */ Thank you for the opportunity to respond to the consumer's noteOur reputation with our consumers and the Revdex.com is very important to usWe are sorry this consumer was not initially satisfied with our products or the goodwill gesture we offered at the conclusion of the warranty processWe fully addressed her warranty concerns and offered an additional goodwill gesture to address her inconvenienceThe offer we made exceeded what we are obligated to provide according to our warranty policyIt is always our goal to exceed a consumers expectations and we are disappointed in the few instances that occur when a consumer feels we have not done that Again, thank you for taking our response into account and this consumer is welcome to contact us again should they have any questions regarding our warranty or products
Norcraft would agree to pay a refund of $4,in exchange for a signed settlement agreementIf we refund this amount the warranty no longer applies and we do not pay to have any work performed
See Attached
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.
Initial Business Response /* (1000, 5, 2016/01/28) */
I write to you on behalf of the Norcraft group of companies. I have been asked to respond to your note below and the complaint filed with the Revdex.com regarding this consumer's experience with our product. Thank you for your...
email note and letter. Norcraft takes it relationship with its consumers seriously and respects the role of the Revdex.com.
I have reviewed the complaint on file with the Revdex.com, Norcraft's file materials, and personally spoke with [redacted]. I have also spoken twice and corresponded with the owner of Freedom Design, the dealer who sold the cabinets to Ms. [redacted] and performed onsite work on her behalf. Norcraft strives to exceed our customer's expectations and we are always disappointed when a consumer believes we have fallen short of this goal.
In this particular instance there were some issues with the fit and finish of the cabinets when they first arrived. Freedom Design and Norcraft worked to repair any out of spec materials according to Norcraft's warranty policy. As sometimes occurs with construction projects, getting the materials together and addressing the problems took some time. We know Ms. [redacted] was disappointed with the delays but we also understand that her kitchen was functional throughout the time the repairs were made. We are pleased that Freedom Design was able to rectify the fit and finish issues.
After the repairs were completed Ms. [redacted] contacted the company seeking $2,000 for the delays and for being inconvenienced. We explained that our warranty does not pay consumers for a delay or inconvenience. Despite that policy we offered $500.00 as a goodwill gesture. As a condition of the settlement we sent her a release and confidentiality agreement. The agreement waives the right to make future claims (including warranty claims) in exchange for the payment. Ms. [redacted] called me to explain she would not sign the agreement and had no intention of accepting $500. I explained to her that this is her right and if she prefers to bring a claim she may do so but the company does not provide goodwill settlements without a release and confidentiality agreement.
I am sorry we were unable to satisfy Ms. [redacted]. We have not withdrawn our offer and would extend it again however she has already rejected our goodwill gesture and would not sign our release agreement.
Thank you again for your letter and please feel free to contact me should you have any questions.
Gary J.[redacted]
Principal
The Law Office of Gary J.[redacted], LLC
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $500 was not a good will gesture. In signing the legal documents they are asking me to forfeit my lifetime warranty which I paid for in the $7800 that I gave to Norcraft. I could hardly say that 10 months to finish a kitchen was an inconvenience. All of the time that was spent over the 10 month period was more than an inconvenience. I did not get paid for all the hours and effort that I logged in trying to complete my kitchen with acceptable quality cabinets. The money that was paid for the cabinets prior to March 4, 2015 was with the intent that my cabinets would be delivered in an acceptable quality. I was never told that I may be working on my kitchen 10 months later because of quality issues. Had I been told that it would be a possibility then I would have been able to have a CHOICE and been able to make a decision whether or not I wanted to go with this company or not. Not so funny how they don't tell you when you order that it may take the better part of a year to have your kitchen completed. Then they tell you that it was an inconvenience but your kitchen is functional. I paid for a completed kitchen when the cabinets were ordered and paid for NOT a functional kitchen that would take about 40+ weeks to get acceptable quality. You would think when a company knows that they are having quality issues that they would make a better effort to make sure that they are sending out a quality product before shipping it to consumers that have already had several issues! They all got paid during this 10 months as if they were doing 100% of their jobs, while I paid money for the 10 months of headaches, stress and countless hours on the phone, with appointments for them to come out and look at the lack of quality in the cabinets. As well as the countless appointments to keep having them come on several occasions to reinstall or fix the screw ups and defective, irregular cabinets. It's unfortunate that any business would think that it's acceptable to tell a consumer that they aren't entitled to any compensation for the time that they had to spend trying to have a quality kitchen when the consumer did not pay a discounted price to go through the aggravation or have the choice of whether or not they want to go with a company that they would have to invest time in order to get a quality product. If I would have known that they were a company that wasn't proactive in taking care of the consumer in a timely manner then we would have once again been able to make a decision of whether we wanted to give our hard earned money to them or not. I guess they think that taking 10 months to finish a kitchen is a timely manner so that tells me that this is something that happens on a regular basis with them and I would caution anyone that is thinking of remodeling their kitchen to decide if it is worth it to give them your money or not. You are taking a risk once you give them your money on how long it will take to get a quality product. Remember, you are paying for a service but not only will you be paying financially, you will also have to pay with your precious time to keep getting bad shipment, after bad shipment until your kitchen is complete. Not to mention the frustration you will be paying until it is done right! Unfortunately in my case it aggravated several health conditions that I have that are triggered by stress. NO ONE should pay for stress, aggravation, headaches or a loss of their time when everyone works hard for their money to have a company that has already gotten paid for their services, drags their feet and are in no hurry to help you get your project done. Furthermore, they tell you it was just an inconvenience. Once again, I paid money for a service that should have been delivered properly on March 4, 2015, NOT taking 10 months to get it right. THEN, tell me that they will give me $500 back if I sign a contract to cancel my lifetime warranty! They aren't offering me ANYTHING for them being an incompetent company, dragging their feet and continually sending us damaged, irregular products. They are wanting to take another thing away from me again, by taking my warranty away! They already took over 10 months of my life, I refuse to let them take another thing away from me. Had they been a concerned company that continued to follow up on the bad products and continually kept in touch with us and made sure with each shipment that a quality product is being sent out, I would feel differently about them. I know that things happen sometimes with projects but I would have NEVER imagined that 80% of my cabinets would be delivered damaged. Then on top of that, to deal with a company that does not put you as a priority when it happens and you have to be the one to dedicate your valuable time continually over and over again to get everything fixed is just ridiculous! For them to then act as if it was simply and "inconvenience"! It's called customer service and when something happens that is supposedly and unusual circumstance, which is what Norcraft has claimed, you fix it as well and as quickly as you can! You apologize and actually take action and DON"T put the blame on the customer. You offer something in good faith to the customer to actually take responsibility and show actions to how sorry you are. After all, actions speak louder than words. I would suggest that anyone who wants to buy cabinets, stay clear of companies that feel like 10 months to complete would only be an "inconvenience" to the customer. They continue to get paid while you are doing all of the work that they have already gotten paid for by you when you purchased the cabinets! I really can't accept their response because when I paid the $7800 in good faith to them, it included the lifetime warranty that they want to take away from me for a $500 settlement. This was suppose to be from them for all of the problems I had with the horrible quality and the lack of concern from them in getting everything done in a timely manner. They offered this $500 refund to me and I was told that the check would come from Freedom Designs. They NEVER said anything about any legal documents and having to sign off on my warranty. Weeks later I received and email with the legal document attached asking for my signature to forfeit my lifetime warranty if I accepted the $500. That offer was definitely not offered from them for problems I had and them wanting to make things right. I wonder if this happens frequently with them so they can void lifetime warranties and no longer be held liable, accountable or responsible for any future defects!
Final Business Response /* (4000, 9, 2016/02/05) */
Thank you for the opportunity to respond to the consumer's note. Our reputation with our consumers and the Revdex.com is very important to us. We are sorry this consumer was not initially satisfied with our products or the goodwill gesture we offered at the conclusion of the warranty process. We fully addressed her warranty concerns and offered an additional goodwill gesture to address her inconvenience. The offer we made exceeded what we are obligated to provide according to our warranty policy. It is always our goal to exceed a consumers expectations and we are disappointed in the few instances that occur when a consumer feels we have not done that.
Again, thank you for taking our response into account and this consumer is welcome to contact us again should they have any questions regarding our warranty or products.
Initial Business Response /* (1000, 13, 2015/06/25) */
we had already responded to the consumer prior to receiving your first note. I personally spoke with [redacted], the consumers husband, about their concerns. Norcraft strives to exceed our customer's expectations and we are always...
disappointed when a consumer believes we have fallen short of this goal.
In this instance we agreed to replace some doors to satisfy the consumers concerns about the products. We have also agreed to provide them with a discount for the experience they encountered. Within the next 10 days we expect they will be satisfied with the steps both Norcraft and our local dealer have taken to address any concerns and we plan to close our file at that time.