Century Kitchens & Bath Distributors, Incorporated

4/10/2015Dear *** ***,I received notice of a complaint filed by *** *** regarding his kitchen purchase from Century KitchensOur salesperson has been in contact with *** *** multiple times and has always tried to be
courteous and accommodating answering his questions about installation and serviceWhen he did not like the answers he was given, he called our office on April 7th and demanded to talk to the ownerHere at Century, we have many layers of management and support staff that deal with problems of this natureAs I tried to explain this to *** ***, he threatened to call the Revdex.com if he was not put in touch directly with the ownerThat is not how Century Kitchens does businessI took *** ***'s name and phone number and promised to look into the matter and someone from Century would get back to himI then reviewed the issue at hand with his salesperson that has all of his information related to his kitchen purchaseThe cabinets that *** *** is considering “disassembled” never come with the bottom toe kick installedIt is shipped loose with the cabinets which is noted in our on-line spec bookThis was the *** which is a inch high utility cabinet, and the *** which is an angled base cabinetThe utility cabinet is very tall and sometimes the height of the ceiling and doorways can cause a problem, therefore the toe kick is shipped loose and added at the time of installationThe angled cabinet can be inverted, or flipped, to be used in different kitchen layoutsAgain, the toe kick is shipped loose and attached at the time of installationThe salesperson explained this to *** ***, and went over those reasonsCentury does not install kitchens purchased from our companyThis is clearly stated in our Terms and Conditions of Sales Agreement that *** *** signed at the time of his kitchen purchaseI explained to *** ***, as did his salesperson, that many of our customers who are not comfortable installing their own kitchen attain the services of a qualified contractor that is familiar with the kitchen installation processMany times, we even recommend an installer that the customer can hire at their own expense*** *** was not interested in hiring a contractor, and informed me that he would be doing his own kitchen installation.On April 9th, *** *** met with his salesperson here in our Colmar showroom, and we thought that all questions and concerns had been addressedWhen *** *** was still not satisfied, we referred him to our service department manager who is highly skilled and knowledgeable regarding kitchen installationsOur service manager left voice messages for *** *** to return his calls if he had any further questions or concerns regarding the upcoming installation of his kitchen that he decided to handle on his ownSince then, our service manager has been in contact with *** *** to answer some questions related to his kitchen installationCentury prides itself on offering quality products sold by knowledgeable, attentive salespeopleWe feel we have addressed *** ***'s concerns and have given him the opportunity to speak to not only our sales staff, but also our skilled service manager who are fully qualified to handle these concernsPlease find attached a copy of *** ***'s order, pages of our spec book showing the cabinets in question noting the toe kicks shipped loose, and signed copies of the terms and conditions showing installation not includedThank you for the opportunity to respond to *** ***'s complaint.Lori C
Financial Manager