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***, our Forman, has been to the site and verified that the cabinet needed to be correctedThe installer that was scheduled to do the work is no longer employed by usI 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: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 callThank you for the opportunity to resolve the problemPlease 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
I appogize for the delay in responding, it took quite a while to gather and organize the facts, and documentationThis 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 matterIt took some time to take a calmer approachI started working with the [redacted] s in the summer of We spent several months designing a very specialized plan to be wheelchair accessableMister [redacted] came in with his own designs, and those of a competitorHe is very knowledgable, and very determined to be specific and very involved in every detail of the process before purchasing anythingAfter several plans and meetings and emails and discussions over details and specs, he placed an order on 10/14/as per approved plansHeights and depths of toe kicks, at each area were discussed in detailThe 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 heightThe 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 competitorHe understood all of itTo further confirm that, there were delays in the process, and delays in the home building itselfHe was at the jobsite every single dayHe watched everything our installer did, and had a good relationship with himThe cabinets were delivered in December of 2014, and Jan of We did have problems with missing trim and panelsWe actually duplicated all missing parts to allow for countertop templates and installation while we were waiting for partsThe cabinets were in for many months before they were able to move into the homeThe first time I heard of any problem with the accessibility of the sink area was not from the customer, but from my installerHe 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 themThe customer had some discussion with my installer about options, but no discussion with me at that pointThis was I believe late April or May of I don't know exactly when they moved onto the house, but I believe it was several months after thatThe first time Mr [redacted] talked to me about the sink issue was either Dec of 2015, or Jan of 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 easierNow 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 themI compleatly understand that, and sympathize with herWe 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 cabinetAll 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 issueAnd 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 spaceMrs [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 etcand 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 cabinetsAnd 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 firstBut, 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 thatOur 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 tooI would rather settle this in a friendly, professional manorI'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***, our Forman, has been to the site and verified that the cabinet needed to be correctedThe installer that was scheduled to do the work is no longer employed by usI 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: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 callThank you for the opportunity to resolve the problemPlease 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
I appogize for the delay in responding, it took quite a while to gather and organize the facts, and documentationThis 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 matterIt took some time to take a calmer approachI started working with the [redacted] s in the summer of We spent several months designing a very specialized plan to be wheelchair accessableMister [redacted] came in with his own designs, and those of a competitorHe is very knowledgable, and very determined to be specific and very involved in every detail of the process before purchasing anythingAfter several plans and meetings and emails and discussions over details and specs, he placed an order on 10/14/as per approved plansHeights and depths of toe kicks, at each area were discussed in detailThe 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 heightThe 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 competitorHe understood all of itTo further confirm that, there were delays in the process, and delays in the home building itselfHe was at the jobsite every single dayHe watched everything our installer did, and had a good relationship with himThe cabinets were delivered in December of 2014, and Jan of We did have problems with missing trim and panelsWe actually duplicated all missing parts to allow for countertop templates and installation while we were waiting for partsThe cabinets were in for many months before they were able to move into the homeThe first time I heard of any problem with the accessibility of the sink area was not from the customer, but from my installerHe 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 themThe customer had some discussion with my installer about options, but no discussion with me at that pointThis was I believe late April or May of I don't know exactly when they moved onto the house, but I believe it was several months after thatThe first time Mr [redacted] talked to me about the sink issue was either Dec of 2015, or Jan of 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 easierNow 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 themI compleatly understand that, and sympathize with herWe 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 cabinetAll 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 issueAnd 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 spaceMrs [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 etcand 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 cabinetsAnd 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 firstBut, 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 thatOur 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 tooI would rather settle this in a friendly, professional manorI'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]