Diamond Kitchen & Bath, Inc.

This letter is in response to the complaint filed by [redacted].  First I need to clarify one major item.  The [redacted]s purchase cabinets from Diamond Kitchen and Bath, Inc., they did not purchase their granite from us and we are in no way connected to Luxor Granite.   The...

contract price for the cabinetry was approximately $5800.00, not $10,000.00 as stated in the complaint.   When the [redacted]s purchased their cabinetry we gave them one of our 18 gauge stainless steel kitchen sinks FREE.   In the [redacted]s complaint they make mention that 18 gauge sinks are an "inexpensive" grade of sink.  This is not correct............20 gauge stainless steel sinks are the "inexpensive" sinks...........not 18 gauge, in fact 18 gauge is the industry standard.  We  have partnered with the 2 largest granite fabricators in the valley and both of them use 18 gauge sinks as their standard product, and both use the same manufacturer that we do.   Neither of the two mentioned fabricators offer the 20 gauge sinks because of the poor quality, but 90% of their business is in 18 gauge sinks with balance being the upgraded and more expensive 16 gauge.   When we were contacted about the sink scratching we immediately agreed to replace it.  Mrs. [redacted] insisted that it be replaced with a more expensive 16 gauge sink........we explained to her that we did not charge her at all for the sink, and that we would replace the same quality of sink she was originally given.  We have been selling this sink for several  years now and have had NO issues with it.  Mrs. [redacted] again insisted that we give her a 16 gauge sink .........which we agreed to do, again even though she was never charged for any sink.   On Monday , February 3rd we delivered a 16 gauge sink to Mrs. [redacted] which we purchased from our supplier...........Mrs. [redacted] declined the sink because it wasn't stamped "16 gauge".............none of our sinks are stamped with the gauge of steel.  When Mrs. [redacted] declined the sink, our warehouse manager made one final attempt to appease Mrs. [redacted] that we would refund her the normal purchase price of our 18 gauge stainless steel sink even though she was never charged for it........it is clearly displayed and priced in our stores at $199.00.............this was declined as well.  In that Mrs. [redacted] did not pay for the sink in question we feel we have made more than a good faith attempt to help her out.   Even though the original sink was free, out of our possession after it left our warehouse in good condition and installed by another granite company we agreed to replace it, replace it again with an upgraded product and then to refund the normal purchase price which she did not pay.  We always try and make our customers happy.........and we feel we made that attempt with Mr. and Mrs. [redacted]..............we apologize that we have not been successful in doing so.

Again, as we previously stated and M/M [redacted] verify their purchase price from Diamond Kitchen and Bath, Inc. was $5800.00 for cabinetry..........as an incentive to the [redacted]s we gave them one of our standard stainless steel sinks.  The sink that was given to the [redacted]s is the same sink that we have on display in our stores.......one that we have sold hundreds of with no issues.   We originally gave the [redacted]s a price for us doing the granite and installing the sink,  to save money they went with another company that has no affiliation whatsoever with Diamond Kitchen and Bath, Inc.

We purchase our sinks form Eagle Design Solutions, one of the larges suppliers of sinks in the state.  As I stated previously we know that the two largest suppliers of granite in the state use Eagle as well.  We have sold hundreds of their sinks with very, very few issues.  As per the manufacturers warranty we agreed to replace the sink that we gave the [redacted]s.........when that was not acceptable we agreed to replace it with a 16 gauge sink that Mrs [redacted] insisted on,  and even though we felt this was not warranted we did it anyway.  Mrs. [redacted] declined both of these sinks because the sinks are not boxed or stamped with the gauge of the steel.  Eagle purchases these sinks in large, bulk quantities......obviously to save money.  We receive them in boxes of  5 from Eagle with plastic separating and protecting the sinks.......they do not come individually boxed.  We also sent Mrs. [redacted] the paperwork we received from Eagle with factory specifications for the sinks, attached are both of the spec sheets.  Again, Mrs. [redacted] declined the sinks.  We then offered to refund Mrs. [redacted] the normal price of the sink.........even though she was not charged for it in the first place.....................so that she could apply that money towards a sink of her choosing. 

Diamond Kitchen and Bath, Inc. stands completely behind the manufacturers warranty on all of our products.   When a customer purchases granite from us and we install the stone and the sink we also put forth the 2 year labor warranty required by the Registrar of Contractors.   In this case the customer chose to have another company supply the stone and installation labor.

This letter is in response to the complaint filed by Mr. [redacted].  I spoke to [redacted], our [redacted] store manager about the complaint and Mr. [redacted] has absolutely no recollection of any discussion about $15 with Mr. [redacted].  Mr. [redacted] and his contractor, John, purchased...

cabinetry from our [redacted] store.  Since they needed the cabinets quickly and [redacted] was about to leave town they purchased our stock cabinets.  Upon installing the cabinets, they found one to be damaged in the back upon opening the carton. John, who has done business with us before, called [redacted] on a Saturday to notify him of the damage.  Mr. [redacted] checked our inventory and found that the cabinet that [redacted] had was the last one of that size we had in our inventory.  Mr. [redacted] gave [redacted] two possible options:  one was to wait until our next truck and get another cabinet which they could not do or that we would refund them $75 if they could use the cabinet as it is.  [redacted] accepted the second offer and that was the last Mr. [redacted] heard of the incident.  Mr. [redacted] has not spoken to Mr. [redacted] since the cabinets were purchased, and [redacted] has no recollection of any discussion about $15.   Since the cabinet was damaged in the back we felt the $75 refund was more than fair for the damage.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Because I have not been contacted in any way by this Diamond Kitchen business

Regards,

I worked with the salesperson at the Grand Ave location. He was very nice. we chose the Georgetown cabinet by [redacted] in painted white. on the quote he noted in the cabinet feature: "FREE UPGRADED wood dovetail drawer boxes with soft close undermount guides". during the process of multiple cabinet size changes we finally settled on a layout. I went down to the T-Brd location to look at the cabinet examples as well as the other colors, since it's painted, over time the seam will show. he then showed me the onyx stained one - same line same style. I called our salesperson and asked if it would be possible. he said that the cabinet price would be cheaper. Great! cabinets arrive. the cabinets are cheap. poor quality and the bottoms fell out of 2 of the cabinets. my contractor had to fix them. we had chipped and scratched drawers as well as cracked frames - sales person assured us they will get replaced.. then I noticed that the drawers were not soft close drawers. I called our sale personal as this surely must be an oversight. Nope. He referred me to final contract where they conveniently removed the FREE UPGRADES and didn't mention anything about it to me. that is really deceitful business practice and a horrible way to take advantage of your customers. I would have had no reason to think that our original agreement would be obsolete just because I changed the color? the cabinet manufacture and line were still the same! I'm waiting for the manager to call me back to see if they will still honor their word. I feel very foolish into trusting this sales person. so disappointed.

I bought my cabinets & the sales person knew exactly what we were looking for , They are slow in installing & when a make is made it takes a month to fix , But the product is good ,If you are buying Cabinets tell them you do not want fillers for they will shorten your cabinet space But other then that we are happy :)

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Me and my wife are about to purchase our kitchen they are going to install granite and alder cinnamon cabinet's plus a sink, crown molding, we will see how it goes they have been helpful in the design we want in our kitchen will post a comment when done.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In reply:  First, the original contract by Diamond, WAS in the amount for $9400.00/Plus.  Including the granite.  It later was revised with separate contracts, with the Diamond portion @ $5813.00 and Luxor Granite’s portion @ $3619.00.  Both contractors have been paid in full. The initial startup of work commenced on October 7th, 2013.  Unfortunately, 5 cabinet doors were installed with cuts and scratches. Replacement doors have been reordered and brought three times. To date 4 of the doors have been completed. The 5th door has been reordered 3 times as the first two replacement door’s  have been received with similar cuts or scratches.  We have no ETA on the 5th doors replacement completion.Regarding the 18ga sink, though it is regarded as the norm in kitchen sinks by gauge, this also causes it to be used for its lesser relative cost to other types of sinks. AS in Less Expensive.  The 18ga sink was part of the contract.  It was unmarked/unstamped furnished by Diamond and installed by Luxor before the granite countertop.  After placing pieces of glassware into the sink on the first day of install, the sink incurred scratches.  This was related to the sales dept and also Mr. [redacted] the manager.  At that time Mr. [redacted] offered to replace the sink.  Not wanting to have the same problem occur again and not knowing what actual gauge we were given, we asked for a higher grade of stainless to be reinstalled and not 18ga.  The next gauge was 16 ga.   Mr. [redacted] offered to replace the sink with the 16ga product.  I then told Mr. [redacted] that would be fine but I wanted the product to have markings or stamping identifying the sink as 16ga.  He told me their sinks did not have these type marking.  I then told Mr. [redacted] to at least have the sink brought out with the packaging carton showing the 16ga markings so we knew it was not the same product as what we had.  He assured us he would have this done.. So the new sink was ordered under those conditions.  The sink arrived in a clear unmarked plastic sleeve.. There was no box or carton at all for identification.  I called Mr. [redacted] and [redacted] in the service dept telling them both why we were refusing their product.  To date we have not heard from either of them on anything.  The crux of this complaint has to do with not only the quality of the replacement items, but also the liability associated with accompanying costs related to the reinstallation of the sink.  Most manufacturers of similar products and instances are responsible for the costs in the replacement of their product.  Diamond is denying any additional liability.  Without knowing who the actual manufacturer is, I am speculating that these unmarked sinks are imported products and therefore cannot be held accountable for these costs. We want only what is considered fair.  We have not denied any offer of any type from Diamond, as we have not received any.Sincerely ,[redacted]Regards,[redacted]

The "manager" Marty is unprofessional and I feel as though once this company received full payment from me, their customer service was lacking. I ordered cabinets in November and the installation was completed in the beginning of March. I could go on and on about the reasons I am not satisfied but I will simply advise consumers to take their business elsewhere. The prices are good but for all the trouble I went through and having to be the one checking on the status us my order, repeatedly with no responses from Marty. I would have rather paid more and gotten the job done in the quoted time frame (roughly 6 weeks), not 4 months later.

I would file a complaint but I do not want anything to do with this business any longer. I do not think they deserve any more of my time or effort. I hope that the cabinets and counters last a long time and I do not have to use the warranty! I can only imagine the headache that would accompany that mess.

WE apologize but we processed the $75.00 refund several weeks ago, we did not realize that the consumer had not received it.  We are reprocessing it today and will send a second check out immediately.

First I would like to apologize to M/M [redacted] for not delivering cabinetry in the time they were expecting.  It is no excuse but we do get very busy around the holidays and some of our manufacturers get backed up and ship dates are not always met.  We did immediately see if there was any...

way to expedite these cabinets and we have gotten a commitment from the shipper to delivery the truck that the [redacted] cabinets are on on Thursday morning, December 12th.  This truck was not originally expected until Monday the 16th.  As long as the shipper delivers the trailer, we will unload it and hopefully have access to their cabinets by early afternoon.  WE have contacted Ms. [redacted] and let her know of the situation and as of this moment we are fully expecting to deliver the cabinetry to her tomorrow, Thursday the 12th.   Again I apologize for the delay and you have my personal guarantee that we will do our best to see that this  does not happen again in the future.

Review: WORSE EXPERIENCE EVER. CHEEP CABINETS, NOTHING FIT, A COMPLETE RIP OFF I purchased a Condo just Right around the corner from Diamond Kitchen and bath, I was planning a complete restoration....I Visited their location planning on buying all my cabinets and counter tops. I visited the location on Tatum and Thunderbird and meet with a Salesman Name [redacted] I, I shared what I was wanting to do and asked if he can come on down and look and see and possible measure. His response was that THEY DON'T MEASURE UNTIL I PAY " I thought that was king of strange " I went and did all the measuring and went back to the location. After a hour of going back and fourth. we came up with a layout. keep in mind we made several changes because of the price differences. I agreed to purchase the stock color that was a recommendation by Nick. this was to be a instant pick up with no waiting. I received a phone call from nick on the very last day of July 2013 and he told me if I would like a FREE SINK I would need to come pay today. I rushed down to pay for the cabinets and was SURPRISED to see what they were charging for Installation. I been in construction for 23 years and was able to do it myself. I decided to cancel the installation. I again asked [redacted] several time if he would come on down and measure. NEVER OFFERED AND WAS MIA FOR # DAYS OUT SICK with a horrible COUGH. I went and picked up all the cabinets to find out that the sink was NOT INCLUDED because I was doing my own installation. can you believe that..... I was very unsatisfied with the color and ask if I was able to return the cabinets and order a different color. they said no problem but it would be a 6 week wait. I returned all the cabinets and waited for the new cabinets to arrive. The condo was completed 3 weeks ago while I was waiting on the cabinets. finally they came in and to my surprise they were so cheep and flimsy, they DON"TO SHOW YOU THE BACKS OF THE CABINETS IN THE SHOW ROOM. they hide all the cheep Material that you would normally get from [redacted] or [redacted]. " DEMAND TO SEE THE BACKS OF THE CABINETS. if you ever buy from them. I was so excited to get busy on this project but became so disappointed when nothing was lining up, I rushed down to the showroom and spoke with nick and demanded him to come see. after he got permission he came on down and finally MEASURED... after I paid and picked up the cabinets and his explanation was that I gave him the wrong window size. He pushed all the blame on me and talked down on me for not using their installers. " YOU SHOULD OF USED OUR INSTALLERS" maybe their installer can shrink a window and have some magic machine to do so. I don't know! I showed him the original layout and also showed him the blinds I ordered that were 35". he repeated saying ....[redacted] you signed off on all the paper work which was nothing but chicken scratch. for a moment I thought it was my fault and was very angry. after going thru all the paper work I noticed the original design was for 98" counter tops. and because of the price I changes it to 93" and the all mighty NICK removed the 6" from the window instead of the wall which made everything whacked. to this day he blames me and refused to be of any help what-so ever. I now have upper cabinets that measure 97" and right below them is 93. and the wrap around island cabinets don't line up with either one of them it more like 91". so when you look down the face of the cabinets . nothing lines up. I manages to fudge and make it look the best I could. THEY REFUSE TO MAKE THIS RIGHT WITH NEW CABINETS OR MONEY OFF. I will be filing a complaint with the Revdex.com, I will be contacting the County attorneys office, corporation commission and any other agency that will listen to me and hopefully I can get them to come out and measure and see what they did A MAJOR I for Diamond Kitchen and Bath I speak the truth.Desired Settlement: A full Refund on the cabinets

Business

Response:

In response to the complaint filed by

Mr. [redacted] I would like to start with an apology that his

experience with Diamond Kitchen and Bath, Inc. has not been what he

had expected, we do try very hard to make all of our customers

happy. There are however, a few claims that Mr. [redacted] makes

that take issue with. Mr. [redacted] originally told our

salesman that he needed the cabinetry immediately so we sold him our

stock line. As a rule we do field measure most of the kitchens

we sell, and the vast majority of the time we do not field measure

the kitchen until we have a deposit on the order, not payment in

full. At this time we offered to come and measure the kitchen

for Mr. [redacted] and he declined. When Mr. [redacted] set the

cabinetry in his kitchen he did not feel the stain color went with

his decor and wanted to change the stain color, we took the original

cabinets back and told Mr. [redacted] that we were now going to have

to special order the new color. We again offered to come and

measure the kitchen and Mr. [redacted] said it was not necessary, the

cabinets had fit fine, it was the color that needed to be changed.

We had Mr. [redacted] sign for the dimensions in that the new cabinets

had to be special ordered. We have attached a copy of the

floor plan and dimensions that Mr. [redacted] supplied and

signed for.

As for the "free" sink issue, the sink

was offered at no charge for a "complete" order. Mr.

[redacted] canceled the delivery of the cabinetry and counter tops,

and the installation of both the cabinets and counter tops when he

placed the order. This deleted approximately half of the order

and Mr. [redacted] was told that the free sink no longer applied.....

the free sink was only for a complete order.

As for his issue

with seeing the backs of the cabinets we have many kitchens on

display in our showroom, one need only open a cabinet door and the

backs are clearly visible. As far as the quality of the

cabinetry backs, all of our cabinets are certified by the

Kitchen Cabinet Manufacturers Association and meet stringent

requirements pertaining to construction and quality of

material.

When the new cabinetry came in and Mr. [redacted]

attempted to install them he did find that his dimensions were

incorrect. He wanted replacement cabinets ordered at our

expense to fix the issue. We explained to Mr [redacted] that the

dimensions were supplied by him and that he had declined our offer to

come out and measure the kitchen. We did go to the job site to

see if we could help Mr. [redacted] and did find that the dimensions

he supplied were incorrect.

We are more than willing to

try and help Mr. [redacted] out with this issue, but we also feel we

made the offer of coming to measure his kitchen on two occasions and

he declined both times. Mr. [redacted] supplied these

dimensions and is responsible for the dimensions, which were not

correct. Obviously we would like to see Mr. [redacted]'s kitchen

completed and are willing to work with him in finding a solution.

After a job site inspection we found that basically replacing one

wall cabinet would complete the kitchen which we offered to do and

would split the cost with him even though this was due to no fault of

our own. Mr. [redacted] then replied with yet another volley of

expletives as has been the norm with him and was our last contact.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This response is nothing but a copy of the original and it's nothing but LIES

I never went with wrong dimensions. (i have the original sketch...attached) I originally ordered 98" cabinets that were changed to 93 and nick took the 6" off the window vs the wall

Nick never once asked me to come measure, I asked him him several time. he finally came to measure after everything was delivered and not lining up

I want a full refund or be compensated for the sy cabinetry I now have to live with.

I will never do business with them again and am encouraging everybody I know to not do business with them after I share my experience with diamond kitchens and bath.

they could just look at the final layout and see that nicks layout would of never worked, the sink would be 6 inches to the right of the window as it's suppose to be centered. the layout does not call for no fillers. they can see this if they just stop defending their faults and blaming the customer

I will settle for a 1000.00 partial refund. vs them wanting me to pay for their mistake

Business

Response:

We stand by our first response and will be more than happy to supply the signed floor plan with incorrect dimensions that we were provided by the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I will pursue it thru small claims court. please keep this on file as unresolved as the customer will not stand behind their product, their response is nothing but lies

Review: We placed an order for cabinets that were needed no later than one week ago. We confirmed numerous times with the salespeople that the timeframe they were giving us was reasonable and should not be an issue for them to stay within for delivery. We had alternative options that they were notified of that were in stock or much shorter delivery times. Their sales people sold us cabinets under the false statement that they would have no problem making the deadline we were giving them (5 weeks). We're now being told that they expect them to come in 8 days from now but delivery won't happen for at least 10 days from now. That's closing in on double the amount of time they said it would take. If we had not been misled by the sales people about delivery times, we would not have ordered cabinets from them. Dealing with them has been nothing but a nightmare as well. We have been promised numerous times from early on that they would check and confirm delivery times and report back to us. Nobody has ever contacted us from Diamond and we have had to make several calls just to find out where our cabinets are. They don't return calls or emails. Now we will be without a functional kitchen for the holidays.Desired Settlement: Our order needs to be delivered immediately so that our installer can have these cabinets in and ready for countertop measurement. If they cannot have them delivered by Thursday of this week, I expect them to offer installation no later than their current expected date of delivery, which is December 17 since they have now delayed so long that our installer cannot keep waiting and will not be able to install these until after the new year.

Business

Response:

First I would like to apologize to M/M [redacted] for not delivering cabinetry in the time they were expecting. It is no excuse but we do get very busy around the holidays and some of our manufacturers get backed up and ship dates are not always met. We did immediately see if there was any way to expedite these cabinets and we have gotten a commitment from the shipper to delivery the truck that the [redacted] cabinets are on on Thursday morning, December 12th. This truck was not originally expected until Monday the 16th. As long as the shipper delivers the trailer, we will unload it and hopefully have access to their cabinets by early afternoon. WE have contacted Ms. [redacted] and let her know of the situation and as of this moment we are fully expecting to deliver the cabinetry to her tomorrow, Thursday the 12th. Again I apologize for the delay and you have my personal guarantee that we will do our best to see that this does not happen again in the future.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Kitchen cabinets were purchased new. They were picked up at their warehouse and brought back to the house. One of the cabinets had major cracks in it, of which [redacted] had immediately been made aware . At first, he offered my handiman $75. Why he would make this offer to him rather than to myself doesn't make sense unless he expected that to be a "private transaction". My handiman made me completely aware of offer. I did not mention this to Mr [redacted] when I called him several days later and was told he would reimburse me up to $15. This is a rental house, my handiman had to leave town for several weeks and there was nothing to do except put them up. I hope to have the house rented by then.Desired Settlement: If time were not of the essence, I would have the swapped cabinets before putting them up. That means more cost, since I don't think they deliver. I would have had to pay someone else to pick up the cabinets.

At this point, I would be willing to accept a refund for the full cost of the cabinet. And some explanation of how he told my handiman a refund of $75, and then only $15 to myself.

Business

Response:

This letter is in response to the complaint filed by Mr. [redacted]. I spoke to [redacted], our [redacted] store manager about the complaint and Mr. [redacted] has absolutely no recollection of any discussion about $15 with Mr. [redacted]. Mr. [redacted] and his contractor, John, purchased cabinetry from our [redacted] store. Since they needed the cabinets quickly and [redacted] was about to leave town they purchased our stock cabinets. Upon installing the cabinets, they found one to be damaged in the back upon opening the carton. John, who has done business with us before, called [redacted] on a Saturday to notify him of the damage. Mr. [redacted] checked our inventory and found that the cabinet that [redacted] had was the last one of that size we had in our inventory. Mr. [redacted] gave [redacted] two possible options: one was to wait until our next truck and get another cabinet which they could not do or that we would refund them $75 if they could use the cabinet as it is. [redacted] accepted the second offer and that was the last Mr. [redacted] heard of the incident. Mr. [redacted] has not spoken to Mr. [redacted] since the cabinets were purchased, and [redacted] has no recollection of any discussion about $15. Since the cabinet was damaged in the back we felt the $75 refund was more than fair for the damage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Because I have not been contacted in any way by this Diamond Kitchen business

Regards,

Business

Response:

WE apologize but we processed the $75.00 refund several weeks ago, we did not realize that the consumer had not received it. We are reprocessing it today and will send a second check out immediately.

I bought my cabinets & the sales person knew exactly what we were looking for , They are slow in installing & when a make is made it takes a month to fix , But the product is good ,If you are buying Cabinets tell them you do not want fillers for they will shorten your cabinet space But other then that we are happy :)

Review: On Feb 23, 2013, we ordered and deposited partial payment on a [redacted] credit card for kitchen cabinets purchased from the Diamond Kitchen and Bath Inc. The salesman made the final measurements and the cabinets were ordered. Approximately eight weeks later I picked up the cabinets at their warehouse, and when installing the wall cabinets I discovered that the cabinets had faulty and warped drawers, runny blotch stains, finger prints permanently dried into the stain, and they were short by five inches for fitting the designated area. The showroom cabinets we initially viewed and decided to order from were flawless and so that was our expectation, but it was not what we received. I called our salesman [redacted], who came out and re-measured. At this time he realized that both of the wall measurements he previously made were wrong...the reason the cabinets would not fit. I tried to compromise with this company by agreeing to buy a new larger cabinet to finish the sink wall, and I also agreed to build a three foot soffit extension on the refrigerator wall so the cabinets would be useable. After I built the new soffit, I began to open the rest of the cabinets and discovered that the rest of the cabinets had the same stain problems, warped drawers, and small dents.

A few weeks later a representative of the company came to the house and inspected the cabinets. He stated he would replace only one of the eight ruined doors, and that I should put two screws in the warped drawer and that would straighten it out, but be careful not to go through the front of the drawer face. This recommendation is unacceptable for a brand new product. I made a dispute to [redacted] in June at which time they withheld payment to Diamond. I have made several attempts in person at the store to try to resolve this problem, and have been given the runaround. Either nobody knows anything or they tell me the owner is never available, or no one has contacted me from Diamond to try to resolve this problem. They stalled in answering [redacted] regarding the dispute, up to the maximum time limit that [redacted] allows (45 days). I still have not been contacted by Diamond. I have now been without a kitchen for six months, because of Diamonds lack of customer service and quality control.Desired Settlement: For Diamond Kitchen and Bath to come and pick up the cabinets and issue a full refund.

Business

Response:

Response:

First I would like to apologize to Mr. [redacted] in that his experience with Diamond Kitchen and Bath has not been what we would like it to have been, we strive hard to make our customers happy. I would like to address a couple of the issues Mr. [redacted] points out though, in regards to cabinets being incorrectly measured we have a final floor plan complete with dimensions that Mr. [redacted] signed for and approved himself. When Mr. [redacted] wanted to change the floor plan after the arrival of the cabinets we agreed to split the cost of those cabinets which we did even though he had signed for the dimensions prior to the ordering of the cabinets. Mr. [redacted] has concerns about the finish on his doors and drawers fronts so we have made repeated trips to his house and have had a factory representative out to his house as well to look at the finish. Our people did find a few items that needed to be replaced in Mr. [redacted] kitchen, our products are made from trees and there are imperfections in them..........there is nothing we can do about that. There are natural grain and color variations ( due to minerals ) in any wood product. We agreed to replace a few doors and that was not good enough, Mr. [redacted] claimed that his cabinets were not like those he saw in our showroom. We had Mr. [redacted] bring a couple of the doors he has issue with to our showroom to compare them to the display he saw prior to purchasing. Again, both the salesman and factory representative were present and felt the doors Mr. [redacted] had received were very similar to the ones on the display.......Mr. [redacted] disagreed. The next day the salesman and factory representative went to Mr. [redacted] home and began to go through the cabinetry, Mr. [redacted] took the stance that unless we were going to replace everything that we " were done" and that they should just leave. Mr. [redacted] seems to have taken the stance that there is only one way to resolve this issue and that is to replace everything and we disagree. Our contract clearly states that an order cannot be cancelled . Whenever you have true wood products, you get grain and color variation.....sometimes it is extreme and unsightly and we will replace when that happens. In most cases it is what people love about wood products, and in this case most of the variations on the doors and drawer fronts fall well within industry perimeters and those that don't, we will replace. We do feel that Mr. [redacted] request that the entire kitchen be replaced is excessive, and even if we did the same variations in color and grain would occur. In response to the owners of Diamond Kitchen and Bath never being available I know that I am one of them and I have never received a phone call, phone message or email from Mr. [redacted] and neither has the other owner. I am attaching a copy of the contract, signed floor plan and letter from the factory representative.

I would like to extend an offer that we have our field supervisor who is the best in the business and has been with me for over 20 years come out and take a look at the cabinets and let him make an

assessment as well. He is an expert on finishes and I believe will make a very unbiased assessment of Mr. [redacted] cabinetry. He is also not afraid to go against our manufacturers findings when he feels they are wrong. If Mr. [redacted] is in agreement I would be happy to have this inspection set up. If he would like to reach me directly the best way is to email me at : [redacted] .

Please let me know if this is of interest. Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We

have been waiting almost four months for a response to our request to rectify

the concerns regarding the defective cabinets we received from the Diamond

Company. We requested [redacted] Card to

intervene and Diamond did not respond for forty days. They have not responded to my calls or my

visits to the store (with witnesses) since my first complaint. At one of my store visits, a sales person

called the owner in my presence and they spoke for several minutes, the

salesman then stated to me” that the owner has not talked to Discover, and does

not know what to do”, “ he would get back to me”. I NEVER heard from any one from Diamond

since.

An

apology for ignoring our concerns does not fix the inferior product or address

the fact that the measurements and design of the cabinets was done by their representative,

and they want me to pay for half of their mistake (needing a larger cabinet size). I had the extra expense to build a three foot

long soffit in order for the refrigerator enclosure to fit, I did not make the

mistake, and they did.

The

stain job is amateurish at best, there are hand prints in the stain, runny

spots and overspray, the problem is not in the grain, it’s in the workmanship.

In

their response they blaming me for their inferior product, mistakes in their

measurements and wanting to change the floor plan. The plan change was needed due to their

mistakes. The salesman that measured

came to the house to re measure, admitted he made the mistake, we looked at

some other cabinets and he agreed that a factory representative would be called

to look at the cabinets. This was explained in my complaint letter.

We

want to resolve this matter and get our kitchen finished, but Diamond has

continued to ignored the problem and has dragged this on since May 2013, we

don’t feel comfortable doing business with this Company, because they don’t

stand by their product, lack customer service and honesty as expressed in their

response letter.

They

want us to agree to have another of their employees inspect the cabinets and

make an assessment as to their quality.

If they think that these cabinets are such good quality, they can put

them in their showroom as samples.

Regards,

Business

Response:

In response to Mr. [redacted] we see that we seem to be at an impasse here. Mr. [redacted] makes claim that he is waiting on a response from Diamond Kitchen and Bath, Inc. regarding this issue. We have responded on several occasions, Mr. [redacted] has just not been happy with the response. A kitchen is not like a couch, order one and if the home owner has an issue you just return it and it fits in another living room just as well. Our kitchens are built in the door style, color and sizes for a specific kitchen........which is why we make it very clear that orders just cannot be canceled. We have now sent out a representative from our company and from the manufacturer and neither feels that there are issues with the kitchen that would warrant canceling it. We understand that Mr. [redacted] feels differently so we would suggest he do what we previously suggested. The Arizona Registrar of Contractors will come out and do an inspection of the cabinetry if Mr. [redacted] requests it. Mr. [redacted] feels the finish on the cabinetry is sub par, we have had two representatives out to the inspect the cabinetry that feel differently. We suggest that Mr. [redacted] request an inspection by the Registrar and we will be fine with going by their findings whichever way they find. If the Registrar feels all the cabinetry should be replaced we will gladly refund Mr. [redacted] his money or reorder the kitchen, whichever he is more comfortable with. If the Registrar feels some touch up is needed we will send out our team to do the work, obviously at no charge to Mr. Kowatt. If the Registrar feels a door(s) need replaced we will replace it. We would also ask that Mr. [redacted] abide by the findings as well. We are confident that the Registrar will find the cabinetry to be well within workmanship standards.......but will abide by their findings either way.

As to the kitchen being measured incorrectly, our salesman see this differently. Irregardless, we are not looking to argue this issue, if this measurement issue is our mistake we will gladly refund Mr. [redacted] his half of the additional charge for the two cabinets. We are not trying to delay dealing with this issue, Mr. [redacted] made it clear to our employees there was only one solution he would accept and we feel what he is asking for is not warranted. As I said before if Mr. [redacted] would like to discuss this with me personally he can reach me best by email at: [redacted].com. If he would like to speak with me personally he can just email me the best number and time to call him, either myself or my partner [redacted] will contact him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

TO: Revdex.com ID [redacted]

28 August

2013

SUBJECT:

Response Letter/Diamond Kitchen and Bath

Response;

In answer to the letter from Diamond, the impasse

has been the lack of communication from the Diamond Company, I am waiting for a

response from anyone at Diamond, I have made several attempts in person (with

witnesses) and spoke to Mr. [redacted] and another salesman in order to get this

problem resolved and was told the owners were out of town, no one has contacted

me since May. And I am not happy with

their response or lack of. I never

mentioned cancelling the cabinets, all I ever wanted was the faulty product

replaced and or repaired. I was in the

kitchen when Mr. [redacted] measured for the cabinets and he did the computer design

that did not fit the area the cabinets were designated for. How do they see

this differently? Are they denying doing

the measurements? I do feel the cabinets

are subpar, a warped drawer, that I was told to put screws in it to fix it,

another sticky drawer, a dent in drawer, sub standard stain job. And I don't feel I should pay for their

mistakes i.e., wrong size cabinets, and causing to have the soffit extended 3'

and an electric outlet moved. Now they

want to replace the faulty items knowing it will take 8 more weeks to get the items replaced, they have already stalled

the process for at least 3 months. We still want the cabinets

but not in their present condition. I would be glad to talk to Gary Z or B Prall

whenever they are available, I think the only solution is for the Diamond

Company to stand behind their product.

Sincerely

Regards,

Review: In August, 2013 we entered into a contract with Diamond Kitchen & Bath, located @ [redacted]: Telephone [redacted].The contract was for installing new kitchen cabinets, granite countertops and a new 18 gauge stainless steel sink. To accommodate us, for better pricing because we are on a limited budget since we are both on Social Security, the contract was broken out for cabinet, installation separately from the granite countertop and sink installation. The granite contractor was Luxor Granite, Owner [redacted]. The initial installation of the cabinets were successful but when the cabinet doors arrived, there were at least 4 to 6 door fronts needing replacement because of scratches and nicks. I assumed that this was not out of the ordinary. The undermount sink was then delivered so the granite could be installed. All went well until Iput in 4 glasses that were on the countertop so the Luxor company could put sealer on the granite. It was then that I discovered that the sink was scratched very badly from the glasses and I notified Diamond of the problem. Diamond sent [redacted], Office Manager out to take pictures of the scratches on his phone. He then sent a crew member to try to buff out the scratches to no avail. It was at this point that I began to learn that there are several different gauges of sinks! The most common and least expensive is 18 gauge.The sink that was delivered with the purchase of the cabinets was 18 ga. After speaking with reps from Lowe's and other plumbing supply houses suggested it was suggested that I have an 16 gauge sink installed in lieu of the 18 gauge. We then talked with [redacted] @ Diamond about the sink problem and the replacement of the cabinet doors. He first rescheduled the door replacements with their Service Department with an ETA of 30 days. In talking to us about the sink problem, he volunteered to replace the sink with the 16 gauge upgrade but would not agree to absorb theDesired Settlement: We gave our $10,000.00 in good faith and have not received good faith from Diamond Kitchen & Bath.

Business

Response:

This letter is in response to the complaint filed by [redacted]. First I need to clarify one major item. The [redacted]s purchase cabinets from Diamond Kitchen and Bath, Inc., they did not purchase their granite from us and we are in no way connected to Luxor Granite. The contract price for the cabinetry was approximately $5800.00, not $10,000.00 as stated in the complaint. When the [redacted]s purchased their cabinetry we gave them one of our 18 gauge stainless steel kitchen sinks FREE. In the [redacted]s complaint they make mention that 18 gauge sinks are an "inexpensive" grade of sink. This is not correct............20 gauge stainless steel sinks are the "inexpensive" sinks...........not 18 gauge, in fact 18 gauge is the industry standard. We have partnered with the 2 largest granite fabricators in the valley and both of them use 18 gauge sinks as their standard product, and both use the same manufacturer that we do. Neither of the two mentioned fabricators offer the 20 gauge sinks because of the poor quality, but 90% of their business is in 18 gauge sinks with balance being the upgraded and more expensive 16 gauge. When we were contacted about the sink scratching we immediately agreed to replace it. Mrs. [redacted] insisted that it be replaced with a more expensive 16 gauge sink........we explained to her that we did not charge her at all for the sink, and that we would replace the same quality of sink she was originally given. We have been selling this sink for several years now and have had NO issues with it. Mrs. [redacted] again insisted that we give her a 16 gauge sink .........which we agreed to do, again even though she was never charged for any sink. On Monday , February 3rd we delivered a 16 gauge sink to Mrs. [redacted] which we purchased from our supplier...........Mrs. [redacted] declined the sink because it wasn't stamped "16 gauge".............none of our sinks are stamped with the gauge of steel. When Mrs. [redacted] declined the sink, our warehouse manager made one final attempt to appease Mrs. [redacted] that we would refund her the normal purchase price of our 18 gauge stainless steel sink even though she was never charged for it........it is clearly displayed and priced in our stores at $199.00.............this was declined as well. In that Mrs. [redacted] did not pay for the sink in question we feel we have made more than a good faith attempt to help her out. Even though the original sink was free, out of our possession after it left our warehouse in good condition and installed by another granite company we agreed to replace it, replace it again with an upgraded product and then to refund the normal purchase price which she did not pay. We always try and make our customers happy.........and we feel we made that attempt with Mr. and Mrs. [redacted]..............we apologize that we have not been successful in doing so.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In reply: First, the original contract by Diamond, WAS in the amount for $9400.00/Plus. Including the granite. It later was revised with separate contracts, with the Diamond portion @ $5813.00 and Luxor Granite’s portion @ $3619.00. Both contractors have been paid in full. The initial startup of work commenced on October 7th, 2013. Unfortunately, 5 cabinet doors were installed with cuts and scratches. Replacement doors have been reordered and brought three times. To date 4 of the doors have been completed. The 5th door has been reordered 3 times as the first two replacement door’s have been received with similar cuts or scratches. We have no ETA on the 5th doors replacement completion.Regarding the 18ga sink, though it is regarded as the norm in kitchen sinks by gauge, this also causes it to be used for its lesser relative cost to other types of sinks. AS in Less Expensive. The 18ga sink was part of the contract. It was unmarked/unstamped furnished by Diamond and installed by Luxor before the granite countertop. After placing pieces of glassware into the sink on the first day of install, the sink incurred scratches. This was related to the sales dept and also Mr. [redacted] the manager. At that time Mr. [redacted] offered to replace the sink. Not wanting to have the same problem occur again and not knowing what actual gauge we were given, we asked for a higher grade of stainless to be reinstalled and not 18ga. The next gauge was 16 ga. Mr. [redacted] offered to replace the sink with the 16ga product. I then told Mr. [redacted] that would be fine but I wanted the product to have markings or stamping identifying the sink as 16ga. He told me their sinks did not have these type marking. I then told Mr. [redacted] to at least have the sink brought out with the packaging carton showing the 16ga markings so we knew it was not the same product as what we had. He assured us he would have this done.. So the new sink was ordered under those conditions. The sink arrived in a clear unmarked plastic sleeve.. There was no box or carton at all for identification. I called Mr. [redacted] and [redacted] in the service dept telling them both why we were refusing their product. To date we have not heard from either of them on anything. The crux of this complaint has to do with not only the quality of the replacement items, but also the liability associated with accompanying costs related to the reinstallation of the sink. Most manufacturers of similar products and instances are responsible for the costs in the replacement of their product. Diamond is denying any additional liability. Without knowing who the actual manufacturer is, I am speculating that these unmarked sinks are imported products and therefore cannot be held accountable for these costs. We want only what is considered fair. We have not denied any offer of any type from Diamond, as we have not received any.Sincerely ,[redacted]Regards,[redacted]

Business

Response:

Again, as we previously stated and M/M [redacted] verify their purchase price from Diamond Kitchen and Bath, Inc. was $5800.00 for cabinetry..........as an incentive to the [redacted]s we gave them one of our standard stainless steel sinks. The sink that was given to the [redacted]s is the same sink that we have on display in our stores.......one that we have sold hundreds of with no issues. We originally gave the [redacted]s a price for us doing the granite and installing the sink, to save money they went with another company that has no affiliation whatsoever with Diamond Kitchen and Bath, Inc.

We purchase our sinks form Eagle Design Solutions, one of the larges suppliers of sinks in the state. As I stated previously we know that the two largest suppliers of granite in the state use Eagle as well. We have sold hundreds of their sinks with very, very few issues. As per the manufacturers warranty we agreed to replace the sink that we gave the [redacted]s.........when that was not acceptable we agreed to replace it with a 16 gauge sink that Mrs [redacted] insisted on, and even though we felt this was not warranted we did it anyway. Mrs. [redacted] declined both of these sinks because the sinks are not boxed or stamped with the gauge of the steel. Eagle purchases these sinks in large, bulk quantities......obviously to save money. We receive them in boxes of 5 from Eagle with plastic separating and protecting the sinks.......they do not come individually boxed. We also sent Mrs. [redacted] the paperwork we received from Eagle with factory specifications for the sinks, attached are both of the spec sheets. Again, Mrs. [redacted] declined the sinks. We then offered to refund Mrs. [redacted] the normal price of the sink.........even though she was not charged for it in the first place.....................so that she could apply that money towards a sink of her choosing.

Diamond Kitchen and Bath, Inc. stands completely behind the manufacturers warranty on all of our products. When a customer purchases granite from us and we install the stone and the sink we also put forth the 2 year labor warranty required by the Registrar of Contractors. In this case the customer chose to have another company supply the stone and installation labor.

Me and my wife are about to purchase our kitchen they are going to install granite and alder cinnamon cabinet's plus a sink, crown molding, we will see how it goes they have been helpful in the design we want in our kitchen will post a comment when done.