Emery's Maintenance Building & Remodeling, Inc.

We reached out to the client and offered to do the relocation of the medicine cabinet at our expense. I understand she is on vacation and has not responded as of 08/02/16

To Whom it may concern:   The customer is seeking a discount because of delays in a kitchen remodeling project and Stone Creek is of the opinion the delays are due to changes in the scope of work initiated by the client.  Contrary to the complaint Stone Creek and the client have been in...

constant communication during the entire process.  Delays in completion have been due to major revisions to the scope of work by the customer as recent as February 1, 2016 changing the locations of the sink and cooking appliances.  This change involved electrical, plumbing moves and redesign of kitchen cabinets. Stone Creek has corresponding emails showing dates of changes.   Since that time numerous other minor additions and changes have been made to the project last dated 4/29.  The floor damage referred to in the complaint: This damage is from improper application of the floor coating by a contractor prior to Stone Creek resulting in poor adhesion to the concrete floor.  We suggested they call the original contractor for a warranty claim, we were told by customer the contractor is no longer in business. The customer also stated that he would be refinishing flooring after project was done to our salesman.

We are not sure how to respond.  The issue of quality control remains, the unit left the plant with what we would call quality issues, it is a large unit and it took some time to really inspect it here at home.  We did sign the statement.  We can't see having it removed and living with the damaged wall space.  We went back to the showroom and saw the luster on most of the pieces, maybe if we got into every nook and cranny there we would find the rough exterior but we doubt it.  The warranty states that they give no warranty to wood finishes so where does that leave us.  We understand this is a small business and we took comfort in it being a locally owned operation.  Maybe we were naive in our expectations.

The only big design change was to move the sink (SC's suggestion).  SC caused the delays.  On 3/8 Mike promised a new final date of 3/30 (not met).  On 4/7 I had to ask for an update due to no response. We are more than 3 times past the original completion date, which is not due to changes.  The discount request is for more than just delays. They miscommunicated designs to their team, and thus installed items incorrectly. I said the wine fridge handle should be on the side. When the cabinet finally showed up it was still wrong and they had to remake it. The island cabinets were installed more than a foot off, even though the correct layout was in their drawings all along. [redacted] was not told of the glass shelves, and so the backsplash was put up first. [redacted] then had to cut through the backsplash and they are not as sturdy as if they were installed correctly. We asked for cabinet organizer websites 5 times. On 2/11 Tim e-mailed about 6" can lights though I had mentioned that we wanted the same smaller cans we already had. On 2/17 I asked again for a new timeline, and again on 3/1, 3/2.  I had to start calling people on 3/3.  I spent hours clarifying and correcting their mistakes.  What triggered this complaint was the owner’s rude and unprofessional response. I did what he asked and his reply is attached, if you view this on a mobile device the box is a laughing emoji face. SC has been dismissive of their errors, and when we followed their directions to attempt resolution they laughed at us. The level of service we've experienced is dissatisfactory.  They've mentioned nothing about the quartz, and they pass off the floor damages as poor installation but we’ve had the floor for 3 years and have not had this kind of damage until SC.I stand by my request to be discounted and compensated for the damages caused, installation failures (which resulted in delays on their end), lack of response and attention to detail, missed deadlines, and miscommunications.

Our contract states clearly that "the delivery date stated herein is an approximate day only and is subject to change in the sole discretion of Stone Creek. While Stone Creek will endeavor to meet the stated delivery date, Stone Creek does not guarantee that delivery will be made on the stated date." Which is signed by our customers. We do understand that the process for this particular job was frustrating to the customer. We are willing to work out a agreement with the customer. We do feel that the customer is asking for to much of a discount. As for the flooring issue we found that the paint on the customer floor has a adhesion problem. Stone Creek used painters tape to covers customers floor. After process of finishing the customers furniture. We pulled up the tape and some floor paint came up with it. Again we do not feel this should be in anyway Stone Creeks fault. Customer is welcome to get a second opinion. In ending we are still showing a balance of 3611.01 owed by the customer. The job is complete.

We have a signed contract and signed drawings to replace the vanity cabinets and medicine cabinets with the exact locations.       After the new replacement medicine cabinet was installed in the specified location the customer decided it would look better if it was...

moved.  Moving the location would require opening up the drywall to add 2x4 framing, drywall repair and move an existing electrical outlet.  The charge to do this work would be in addition to the original contract.      The delay in starting the project was due to the customer rescheduling.

Stone Creek has no problem picking up the unit and refinishing the unit, if requested by the customer. The other choice we would be able to do, is to give the customer a wood care kit, in which it would gives the customer a 5 year warranty on the finish itself. Sorry, in reading the complaint I felt that the request was for more the integrity of the unit rather than the finish. Either way we would be glad to do either suggestion to take care of the finish for the customer. Ultimately we want the customer to be happy with unit that we had built. Stone Creek feels that giving money back on a unit, does not repair the problems that the customer wants fixed. Please let us know what you like Stone Creek to do.

Its unfortunate that the owner of StoneCreek only gets involved once a compliant is filed.  I requested a direct call from him on numerous occasions and he refused.  The TRUTH of the situation is that StoneCreek is a very poorly run company.  The Salespeople, people in the field, and customer service people do not communicate at all leaving clients frustrated and without answers.  I was lied to, given the run around, and the project was delayed almost 30 days after the contract date.  I will continue to take further actions against this business so that others can be warned prior to getting involved with them.