Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I see that there is no resolution to this problem short of small claims court where both sides can be heard before a judge. What he ordered was wrong, his own careless mistakes. In addition, the mistakes are virtually undetectable on the detailed plans he is talking about.Also the altercations at his place of business were admittedly much yelling by me but nothing further - but he had left me no other way of getting his attention. My primary intent was to try to work something out without going to small claims. His offer to supply the parts (with me paying the rest) was not told to me until that day. Prior to then he would not answer me, including a certified letter.As for the bill. To this day he has not sent one to me. He never even mentioned that there was anything outstanding until I started getting after him for not only this but other things left undone.His reply to you is his refusal to own up to his own mistakes
Regards,
*** ***
I appogize for the delay in responding, it took quite a while to gather and organize the facts, and documentation. This was also complicated by the fact that Mr. [redacted] became uncontrollable and violent in my showroom, to a point that this was becoming a police and court matter. It took some time...
to take a calmer approach. I started working with the [redacted]s in the summer of 2014. We spent several months designing a very specialized plan to be wheelchair accessable. Mister [redacted] came in with his own designs, and those of a competitor. He is very knowledgable, and very determined to be specific and very involved in every detail of the process before purchasing anything. After several plans and meetings and emails and discussions over details and specs, he placed an order on 10/14/14 as per approved plans. Heights and depths of toe kicks, at each area were discussed in detail. The sink area was done as per plan, with the depth of the door section set back from the sink section above, as is common in these situations, and lowered counter height. The higher toe kick and all related details were shown very specifically on our plan, which is much more detailed than his own, or that of our competitor. He understood all of it. To further confirm that, there were delays in the process, and delays in the home building itself. He was at the jobsite every single day. He watched everything our installer did, and had a good relationship with him. The cabinets were delivered in December of 2014, and Jan of 2015. We did have problems with missing trim and panels. We actually duplicated all missing parts to allow for countertop templates and installation while we were waiting for parts. The cabinets were in for many months before they were able to move into the home. The first time I heard of any problem with the accessibility of the sink area was not from the customer, but from my installer. He told me that after Mr. [redacted] had his sink and faucet installed, his wife, who unfortunately had limited access into the house, finally had an opportunity to get into the kitchen, and had complained that it was difficult to reach the faucet. [redacted] had asked my installer if there was room to relocate the faucet to make it easier to reach. ( we did not supply the sink or faucet and did not install them) There was no way to move them. The customer had some discussion with my installer about options, but no discussion with me at that point. This was I believe late April or May of 2015. I don't know exactly when they moved onto the house, but I believe it was several months after that. The first time Mr. [redacted] talked to me about the sink issue was either Dec of 2015, or Jan of 2016. I told him I would be happy to meet him at the house to discuss options for making things easier for his wife to maneuver her wheelchair and reach the faucet easier. Now that that she was living and working in the kitchen every day it's more evident where the potential problems are, and what can be done after the fact to try to remidy them. I compleatly understand that, and sympathize with her. We spent a lot time talking about how and if we can raise the floor of sink cabinet and replace the doors on the cabinet, all keeping everything in tact, counters, sink, faucet, and the existing cabinet. All of this would have been a lot easier and quicker if this had come up any time in the weeks that the cabinets were there, but the counters had not been installed. We discussed what we may be able to do, but, I told him this was going to be a job that may not be possible, and that I couldn't promise anything without my installer going there first to verify if it can be done without removing the counters etc. I told him that we all understand that everything went in according to plan, and no one anticipated this issue. And by the way, there was no way to know how the sink cabinet could be altered until the sink, disposer, and all plumbing was installed to even know how much room would be left to alter and reduce that space. Mrs [redacted] is a very lovely and kind woman, and I didn't want to say no to her in trying to make things better for her. I Told [redacted] that I would send Terry, the installer to look at the situation, and that if he thought he could do it, I would order what ever cabinet parts, new doors etc. and that I would pay for the parts, and that [redacted] could pay Terry directly for his time to do the work.I also reminded him that there was still a substantial balance on the original order, and the additional order for the lower level bathroom cabinets. And I had not asked him for that payment yet because of the original legitimate service issues related to a missing panel and a replacement item that I wanted done first. But, that had to be settled first before we can proceed with any additional no charge orders.I was under the impression that he not only understood that, but also fully agreed to that. Our original service work has long since been completed. When he came into my store in a violent and threatening manor, and insisted that had paid in full, knowing that was not true, I figured I was done talking to him. Since then, I've calmed down, and I'm hoping he has too. I would rather settle this in a friendly, professional manor. I've been doing this for more than forty years and I've only had one customer that I had to take to court, and I would like to keep it that way. So I would reinstate my offer, that I will supply the parts for free, if the original orders are paid. Thank You, Michael D[redacted]
Today was the first I have heard of this situation, and have now had a chance to to verify that the customer is correct iin their complaint. [redacted], our Forman, has been to the site and verified that the cabinet needed to be corrected. The installer that was scheduled to do the work is no...
longer employed by us. I have been told that [redacted] contacted the customer today, and the service work has been scheduledwith the home owner to be completed on May 5th, at 9:30 am. I apologize for the delay not only in the servicie work being completed, but for our lack of communication, and delay in returning the call. Thank you for the opportunity to resolve the problem. Please be assured that for over sixty years we have taken our reputation and commitment to our customers very seriously, but unfortunately, on occasion , we let an issue slip though the cracks. I will follow up myself, but please let me know if there is any problem with the service work as scheduled. Thank You, [redacted] President Dell's House of Kitchens inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I see that there is no resolution to this problem short of small claims court where both sides can be heard before a judge. What he ordered was wrong, his own careless mistakes. In addition, the mistakes are virtually undetectable on the detailed plans he is talking about.Also the altercations at his place of business were admittedly much yelling by me but nothing further - but he had left me no other way of getting his attention. My primary intent was to try to work something out without going to small claims. His offer to supply the parts (with me paying the rest) was not told to me until that day. Prior to then he would not answer me, including a certified letter.As for the bill. To this day he has not sent one to me. He never even mentioned that there was anything outstanding until I started getting after him for not only this but other things left undone.His reply to you is his refusal to own up to his own mistakes
Regards,
*** ***
I appogize for the delay in responding, it took quite a while to gather and organize the facts, and documentation. This was also complicated by the fact that Mr. [redacted] became uncontrollable and violent in my showroom, to a point that this was becoming a police and court matter. It took some time...
to take a calmer approach. I started working with the [redacted]s in the summer of 2014. We spent several months designing a very specialized plan to be wheelchair accessable. Mister [redacted] came in with his own designs, and those of a competitor. He is very knowledgable, and very determined to be specific and very involved in every detail of the process before purchasing anything. After several plans and meetings and emails and discussions over details and specs, he placed an order on 10/14/14 as per approved plans. Heights and depths of toe kicks, at each area were discussed in detail. The sink area was done as per plan, with the depth of the door section set back from the sink section above, as is common in these situations, and lowered counter height. The higher toe kick and all related details were shown very specifically on our plan, which is much more detailed than his own, or that of our competitor. He understood all of it. To further confirm that, there were delays in the process, and delays in the home building itself. He was at the jobsite every single day. He watched everything our installer did, and had a good relationship with him. The cabinets were delivered in December of 2014, and Jan of 2015. We did have problems with missing trim and panels. We actually duplicated all missing parts to allow for countertop templates and installation while we were waiting for parts. The cabinets were in for many months before they were able to move into the home. The first time I heard of any problem with the accessibility of the sink area was not from the customer, but from my installer. He told me that after Mr. [redacted] had his sink and faucet installed, his wife, who unfortunately had limited access into the house, finally had an opportunity to get into the kitchen, and had complained that it was difficult to reach the faucet. [redacted] had asked my installer if there was room to relocate the faucet to make it easier to reach. ( we did not supply the sink or faucet and did not install them) There was no way to move them. The customer had some discussion with my installer about options, but no discussion with me at that point. This was I believe late April or May of 2015. I don't know exactly when they moved onto the house, but I believe it was several months after that. The first time Mr. [redacted] talked to me about the sink issue was either Dec of 2015, or Jan of 2016. I told him I would be happy to meet him at the house to discuss options for making things easier for his wife to maneuver her wheelchair and reach the faucet easier. Now that that she was living and working in the kitchen every day it's more evident where the potential problems are, and what can be done after the fact to try to remidy them. I compleatly understand that, and sympathize with her. We spent a lot time talking about how and if we can raise the floor of sink cabinet and replace the doors on the cabinet, all keeping everything in tact, counters, sink, faucet, and the existing cabinet. All of this would have been a lot easier and quicker if this had come up any time in the weeks that the cabinets were there, but the counters had not been installed. We discussed what we may be able to do, but, I told him this was going to be a job that may not be possible, and that I couldn't promise anything without my installer going there first to verify if it can be done without removing the counters etc. I told him that we all understand that everything went in according to plan, and no one anticipated this issue. And by the way, there was no way to know how the sink cabinet could be altered until the sink, disposer, and all plumbing was installed to even know how much room would be left to alter and reduce that space. Mrs [redacted] is a very lovely and kind woman, and I didn't want to say no to her in trying to make things better for her. I Told [redacted] that I would send Terry, the installer to look at the situation, and that if he thought he could do it, I would order what ever cabinet parts, new doors etc. and that I would pay for the parts, and that [redacted] could pay Terry directly for his time to do the work.I also reminded him that there was still a substantial balance on the original order, and the additional order for the lower level bathroom cabinets. And I had not asked him for that payment yet because of the original legitimate service issues related to a missing panel and a replacement item that I wanted done first. But, that had to be settled first before we can proceed with any additional no charge orders.I was under the impression that he not only understood that, but also fully agreed to that. Our original service work has long since been completed. When he came into my store in a violent and threatening manor, and insisted that had paid in full, knowing that was not true, I figured I was done talking to him. Since then, I've calmed down, and I'm hoping he has too. I would rather settle this in a friendly, professional manor. I've been doing this for more than forty years and I've only had one customer that I had to take to court, and I would like to keep it that way. So I would reinstate my offer, that I will supply the parts for free, if the original orders are paid. Thank You, Michael D[redacted]
Today was the first I have heard of this situation, and have now had a chance to to verify that the customer is correct iin their complaint. [redacted], our Forman, has been to the site and verified that the cabinet needed to be corrected. The installer that was scheduled to do the work is no...
longer employed by us. I have been told that [redacted] contacted the customer today, and the service work has been scheduledwith the home owner to be completed on May 5th, at 9:30 am. I apologize for the delay not only in the servicie work being completed, but for our lack of communication, and delay in returning the call. Thank you for the opportunity to resolve the problem. Please be assured that for over sixty years we have taken our reputation and commitment to our customers very seriously, but unfortunately, on occasion , we let an issue slip though the cracks. I will follow up myself, but please let me know if there is any problem with the service work as scheduled. Thank You, [redacted] President Dell's House of Kitchens inc.