Cleary Custom Cabinets, Inc.

Review: I ordered cabinets from [redacted] and was very disappointed. The layout was wrong ,cabinet doors incorrect and many other problems. The finish on all the doors were inconsistent with many blemishes. I tried to resolve this matter with [redacted] but they told me whoever did the installation did it incorrectly and to call kraftmaid. The doors on 3 cabinets would not open fully so I was not able to use my roll out cabinets. [redacted] came to see our problem and told us they would order new doors and hinges. We waited 8 weeks for those to come and they were incorrect and the wrong color.

We waited another 8 weeks and finally the doors were correct. During that period of time we noticed the finish and glazing were very inconsistent and a tremendous amount of blemishes on the doors and edges. They sent over a craftmaid rep [redacted] and he offered to replace a couple of the doors but he did not want to get involved with the afore mentioned replacement doors because they were now custom made. Kraftmaid sent additional doors which were incorrect and we contacted [redacted] again they sent over [redacted] from Quality Furniture Restoration and he said he could fix all the problems with the doors but he would have tom discuss it with [redacted] and [redacted] both were not very impressed with the workmanship of the doors and understood how unhappy I was. They both would not want it in their kitchen. The last email was from the [redacted] saying the cabinets were within their specifications. If their specifications are nonconsistency of product then I guess they are correct.Desired Settlement: All doors and cabinets to look the same not some having more glaze then others or some having more pimples and blemishes etc.

Business

Response:

The [redacted]'s have a beautiful functional kitchen with Kraftmaid Cabinetry and Cambria quartz counters. The layout, which was designed with the [redacted]'s and approved by the [redacted]'s is 100% in use. It is important to note that we did not install their cabinetry nor did we supply their appliances.. The door style and finish that they chose is actually Harlowe Cherry Autumn Blush with Onyx Glaze. This is important to note as glazing does not produce a consistent finish, nor does natural Cherry wood. Please see the explanations from the Kraftmaid website below:

A base stain is applied to the wood for consistent color coverage. A flood coat of glaze is then applied and hand-wiped, leaving behind soft tones in the corners and recesses of the door. Next, a highlight glaze is brushed into the corners and recesses by hand to emphasize the subtle variations in color.

§ Glazing is a finish process that involves two hand-detailed techniques, so no two doors look exactly alike.

§ The initial flood coat of glaze softens the original base color. The highlight glaze increases visual depth and interest in the corners and recesses.

Further:

§ All KraftMaid finishes are hand-crafted. As such, each door will be consistently unique. In addition, the natural characteristics of wood lend themselves to color variation, and this is also true when finish is applied. Veneer wood absorbs more stain than solid wood and will appear darker. Some door styles are built with a solid wood frame and a veneer center panel, which will show more color variation than doors with all solid wood components.

The [redacted]'s chose a door style that has a large onlay molding. The cabinets were delivered to the [redacted]'s home on 12/**/13. After they installed their cabinets and appliances, the doors next to their appliances did not open fully based on the doors onlay molding hitting the projection of the appliances they had purchased. We were never supplied with any appliance specification but we did note the area left for appliances on their approved floor plan. We went right over to The [redacted]'s house on January *, 2014 to discuss a resolve. Although the kitchen was still in construction and not in use we were able to temporarily trim the doors and replace the hinges so that the doors no longer hit their appliances. This allowed all rollouts to function properly.

We offered two no charge options to the [redacted]'s; 1 - we could replace these double door cabinets with standard single doors (a quicker option) or 2- We could order custom double doors (with an extended lead time). They chose option 2 and we placed the order with Kraftmaid. We explained to the [redacted]'s that as soon as the doors arrived we would exchange the temporary doors with the new custom doors. Unfortunately, when Kraftmaid finished them, they omitted the Onyx Glaze. We installed them anyway and re-ordered the custom doors one more time. Once again we installed the custom doors and the issue was resolved. The problem was completely addressed and fixed and the [redacted]'s never lost any use of their kitchen in the mean time. We had agreed on a reduction in the [redacted]'s final balance due, they had written us that check which we didn't deposit it until after the permanent doors were installed.

We did request that the Kraftmaid representative go directly to the [redacted]'s home to address any other finish concerns that had been raised. He re-ordered two doors for the [redacted]'s. The remaining doors in the kitchen look just like the sample that we do have in our showroom, the same one they saw when they ordered their kitchen originally. We sent our custom finisher to the home as well. Once he was made aware of the Kraftmaid finish, he agreed that the [redacted]'s had exactly what the sample represented. Cherry wood also has pin knots and mineral streaks that are standard and well represented in our samples.

In our multiple trips to the [redacted] home, we addressed all of their s concerns and gave them a price reduction. We received a sign off from [redacted] and had considered this job complete.

Thank you,

Cleary Custom Cabinets, Inc.

P-###-###-####

F-###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Revdex.com

As per the response fr[redacted] custom cabinets, I know they did not install our kitchen cabinets but they did DESIGN it and they sold us the cabinets and doors with raised panels. They are custom cabinet makers and I would think they would know to allow for proper spacing when laying out the kitchen. It was their responsibility to take into consideration the panels and appliances, after all they are a the professionals or at least I thought they were. I went to them for that reason and you could imagine how our contractor reacted when he was installing the kitchen, he could not believe how incompetent the company was. I was not able to open my cabinet doors or pantry door with roll outs! They are the professionals and it does not matter who installed the kitchen, even if they installed it, we would of had the same problem because they DID NOT allow for spacing when they laced out the kitchen. It's also nice that [redacted] sent what the Kraftmaid handbook says about the cherry Harlowe and onyx glaze. The doors in their showroom do not look anything like our doors. We do understand that cherry has knots and imperfections, however, the kraftmaid and their finish guy, [redacted] were both very unimpressed and the kraft rep didn't want to touch the custom doors because it was [redacted] fault in the first place. [redacted] said he could make all the doors look the same and that whoever glazed them didn't know what they were doing. He said they could all be retouched , as usual [redacted] talks out of both sides of their mouth. They did take off $787.00 because I wasn't going to pay for inferior work and the time it took to get my kitchen finished! However, I am not going to sit in my kitchen for the next twenty years and have to be reminded about how the glaze and craftsmanship are terrible and it could be fixed. It all comes back to [redacted] layout and them not informing us that the glaze would be inconsistent. In another session we had [redacted] here to bring over the "new" doors, which were incorrect, the completely wrong color, and did not have the proper amount of glaze coatings and [redacted] did NOT even notice! So as you can imagine we are not happy at all with our kitchen or the experience dealing with the [redacted]. We want the doors and Cabinets to look like they are suppose to. If it requires [redacted] to touch up the cabinets that would be acceptable. The $787.00 they took off the bill doesn't come close to me looking at an unprofessionally made and inconsistent kitchen. We went through a lot with this kitchen, it took a very long time, so many mistakes wrong doors color, it just was not fair to us and they could care less. Either they address the doors and make them look the same or we will have to seek alternative redress. I have showed contractors and [redacted] the replacement doors right out of the box and he couldn't believe it nor could anyone else. The craftsmanship is terrible, if you were sending someone replacements for something would you send them something that looks worse then the original. I would think not. Very unhappy and disappointed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

The finish that the [redacted]'s have is fully represented in our showroom. We have signs throughout the showroom explaining the beauty of wood and how it each piece accepts the finish differently. It is in writing on each signed invoice from the [redacted]'s and we try to do our best to explain it as well. Once again, I can only provide Kraftmaid's detailed explanation as these cabinets are finished at their plant. Please see the explanations from the Kraftmaid website below: A base stain is applied to the wood for consistent color coverage. A flood coat of glaze is then applied and hand-wiped, leaving behind soft tones in the corners and recesses of the door. Next, a highlight glaze is brushed into the corners and recesses by hand to emphasize the subtle variations in color. § Glazing is a finish process that involves two hand-detailed techniques, so no two doors look exactly alike. § The initial flood coat of glaze softens the original base color. The highlight glaze increases visual depth and interest in the corners and recesses. Further: § All KraftMaid finishes are hand-crafted. As such, each door will be consistently unique. In addition, the natural characteristics of wood lend themselves to color variation, and this is also true when finish is applied. Veneer wood absorbs more stain than solid wood and will appear darker. Some door styles are built with a solid wood frame and a veneer center panel, which will show more color variation than doors with all solid wood components. We did send our custom finisher to see the [redacted]'s and when he compared our showroom sample to their kitchen he agreed it was the same. The Kraftmaid representative concurs as well. We hope this helps.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The complaint has not been resolved. The cabinets finish is still inconsistent and contains many pimples and black lies of varying thickness around the edges