Complaint: [redacted] I am rejecting this response because:The hinges are clearly the not the correct ones If the correct hinges were used the back to back cabinets could open at the same time More CAN be done Option 1) Contact Rockler @ 1-800-279-or [email protected] and provide them with information regarding the issue, dimensional info on the cabinets and style of hinge currently used and ask for suggestion to remedy the issue Option 2) Find out what type of hinges were used at the home near mine The home was built by Garbett -its actually the same floor plan as mine - and I assume Excel provided the cabinets so if that is the case then finding that information should prove to be very simpleI have stated this over and over and over and over again - I will not just let you "off the hook" of not providing correct hingesI feel I have gone above and beyond to help provide you with acceptable solutions, however I won't do all of the work for you Sincerely, [redacted]
Our first commitment is to the builder of this homeThey are the company we sold the cabinets to not the eventual homeownerWe installed the cabinets and countertops to their specificationsThe countertop issue can be resolved by removing the top, bringing it back to our shop and reworking it After discussions with the builder we have decided to do thisWe are currently attempting to make contact with the homeowner concerning this issueThe hinge issue is not something we can resolveThe cabinet manufacturer who produced the cabinets has told us the hinge has been used on hundreds of thousands of cabinets without any complaintThe doors and hinges are not defectiveThe homeowner insists there is a hinge that will work but when we have asked him to find a hinge he prefers he says its not his responsibilityWe have offered to pay for the hinges and install them for free if he tells us what will work but he refuses to do so
Our first commitment is to the builder of this home. They are the company we sold the cabinets to not the eventual homeowner. We installed the cabinets and countertops to their specifications. The countertop issue can be resolved by removing the top, bringing it back to our shop and reworking it....
After discussions with the builder we have decided to do this. We are currently attempting to make contact with the homeowner concerning this issue. The hinge issue is not something we can resolve. The cabinet manufacturer who produced the cabinets has told us the hinge has been used on hundreds of thousands of cabinets without any complaint. The doors and hinges are not defective. The homeowner insists there is a hinge that will work but when we have asked him to find a hinge he prefers he says its not his responsibility. We have offered to pay for the hinges and install them for free if he tells us what will work but he refuses to do so.
We have corrected the issue with the countertop. I don't have a solution to the dissatisfaction concerning the hinge. As previously stated the hinge is the correct one per the manufacturer. We have sent our technicians out to make sure it is the correct hinge and it is. They have tried to adjust and shim the hinges to make them work. The national manufacturer who provided the cabinet says because the cabinet is for a full overlay door style it is not designed to allow adjacent cabinet doors to open at the same time. This is the same hinge that is used on hundreds of thousands of cabinets built every year by manufacturers across the US. We have offered to pay for new hinges and installation for the two doors that are affected if the customer will give us a model number and supplier name. Our local hinge suppliers have told us there is not a solution. Rockler has not been able to find a solution. Of the 50,000 + kitchens we have installed over the past 21 years we have never had a complaint about this issue. I don't know what else to do unless the customer can give us the information we need to purchase a hinge that he thinks will work.
Complaint: [redacted]
I am rejecting this response because:The hinges are clearly the not the correct ones. If the correct hinges were used the back to back cabinets could open at the same time. More CAN be done. Option 1) Contact Rockler @ 1-800-279-4441 or [email protected] and provide them with information regarding the issue, dimensional info on the cabinets and style of hinge currently used and ask for suggestion to remedy the issue. Option 2) Find out what type of hinges were used at the home near mine. The home was built by Garbett -its actually the same floor plan as mine - and I assume Excel provided the cabinets so if that is the case then finding that information should prove to be very simpleI have stated this over and over and over and over again - I will not just let you "off the hook" of not providing correct hinges. I feel I have gone above and beyond to help provide you with acceptable solutions, however I won't do all of the work for you.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because:The hinges are clearly the not the correct ones If the correct hinges were used the back to back cabinets could open at the same time More CAN be done Option 1) Contact Rockler @ 1-800-279-or [email protected] and provide them with information regarding the issue, dimensional info on the cabinets and style of hinge currently used and ask for suggestion to remedy the issue Option 2) Find out what type of hinges were used at the home near mine The home was built by Garbett -its actually the same floor plan as mine - and I assume Excel provided the cabinets so if that is the case then finding that information should prove to be very simpleI have stated this over and over and over and over again - I will not just let you "off the hook" of not providing correct hingesI feel I have gone above and beyond to help provide you with acceptable solutions, however I won't do all of the work for you Sincerely, [redacted]
Our first commitment is to the builder of this homeThey are the company we sold the cabinets to not the eventual homeownerWe installed the cabinets and countertops to their specificationsThe countertop issue can be resolved by removing the top, bringing it back to our shop and reworking it After discussions with the builder we have decided to do thisWe are currently attempting to make contact with the homeowner concerning this issueThe hinge issue is not something we can resolveThe cabinet manufacturer who produced the cabinets has told us the hinge has been used on hundreds of thousands of cabinets without any complaintThe doors and hinges are not defectiveThe homeowner insists there is a hinge that will work but when we have asked him to find a hinge he prefers he says its not his responsibilityWe have offered to pay for the hinges and install them for free if he tells us what will work but he refuses to do so
Our first commitment is to the builder of this home. They are the company we sold the cabinets to not the eventual homeowner. We installed the cabinets and countertops to their specifications. The countertop issue can be resolved by removing the top, bringing it back to our shop and reworking it....
After discussions with the builder we have decided to do this. We are currently attempting to make contact with the homeowner concerning this issue. The hinge issue is not something we can resolve. The cabinet manufacturer who produced the cabinets has told us the hinge has been used on hundreds of thousands of cabinets without any complaint. The doors and hinges are not defective. The homeowner insists there is a hinge that will work but when we have asked him to find a hinge he prefers he says its not his responsibility. We have offered to pay for the hinges and install them for free if he tells us what will work but he refuses to do so.
We have corrected the issue with the countertop. I don't have a solution to the dissatisfaction concerning the hinge. As previously stated the hinge is the correct one per the manufacturer. We have sent our technicians out to make sure it is the correct hinge and it is. They have tried to adjust and shim the hinges to make them work. The national manufacturer who provided the cabinet says because the cabinet is for a full overlay door style it is not designed to allow adjacent cabinet doors to open at the same time. This is the same hinge that is used on hundreds of thousands of cabinets built every year by manufacturers across the US. We have offered to pay for new hinges and installation for the two doors that are affected if the customer will give us a model number and supplier name. Our local hinge suppliers have told us there is not a solution. Rockler has not been able to find a solution. Of the 50,000 + kitchens we have installed over the past 21 years we have never had a complaint about this issue. I don't know what else to do unless the customer can give us the information we need to purchase a hinge that he thinks will work.
Complaint: [redacted]
I am rejecting this response because:The hinges are clearly the not the correct ones. If the correct hinges were used the back to back cabinets could open at the same time. More CAN be done. Option 1) Contact Rockler @ 1-800-279-4441 or [email protected] and provide them with information regarding the issue, dimensional info on the cabinets and style of hinge currently used and ask for suggestion to remedy the issue. Option 2) Find out what type of hinges were used at the home near mine. The home was built by Garbett -its actually the same floor plan as mine - and I assume Excel provided the cabinets so if that is the case then finding that information should prove to be very simpleI have stated this over and over and over and over again - I will not just let you "off the hook" of not providing correct hinges. I feel I have gone above and beyond to help provide you with acceptable solutions, however I won't do all of the work for you.
Sincerely,
[redacted]