Initial Business Response /* (1000, 7, 2014/01/15) */
The floor joists in this house are over-spanned, causing the tongues and grooves in the flooring to separate slightlyWe have filed a request for field inspection by Armstrong Flooring DivisionThe local rep has been replaced and the
new rep just started 1/5/They are aware of the problem and are scheduling a time for a site visit
Final Consumer Response /* (3000, 9, 2014/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the reply from owner until an inspector appears at my houseThis is the same response from him since OctoberAlso I still am asking for an explanation regarding the "over-spanned" floor joistsNo one ever inspected the floor joists before or after the installation so where is this statement coming fromIf an inspection had been done before suggesting this floor to us, and the over-spanned" joists were discovered at that time, another more suitable floor could have been suggestedIsn't this what the contractor you hire is supposed to do? *** the owner has not stepped foot in this house since first day of demolition
Final Business Response /* (4000, 11, 2014/01/16) */
Express is not asking the customer to accept faulty materials or workmanshipHowever, we cannot arbitrarily remove her floor until the manufacturer inspects the floor, determines that there is a problem, and if so, what is causing the problem and finally, how to rectify the problem if it existsOnce the manufacturer does this, we will comply with whatever the manufacturer recommends
Initial Business Response /* (1000, 7, 2014/01/27) */
Customer came in and met with our owner, paid for his extras on 1/20/14. Lien was released and job will be warranted as specified in his contract.
Initial Business Response /* (1000, 5, 2015/06/02) */
There is a billing and collection issue with this job. The job was estimated at 3 weeks for completion. Just after signing the contract, the customer called and asked to hold the cabinetry order until demolition began as they may have...
wanted to move their toilet. We agreed as a courtesy, but explained that custom cabinets take 6-8 weeks to manufacture, possible longer on account of the holidays; therefore the job would take a minimum of 12 weeks to complete as we couldn't make counters, mirrors etc without cabinetry. The customer agreed to this and had us proceed. The bathroom went smoothly and was completed in the 3 weeks except the cabinetry. Customer had a functioning toilet, shower, tub and closet including paint! Once the cabinets arrived, they were installed withing 72 hours and tops were templated immediately! The very next day, the customer contacted Express, asking for a meeting with the owner and to "hold" the tops. At that meeting, the homeowners wife wanted the custom closet shelves removed and rearranged as she did not like the shelves located where she instructed the installer to install them. In addition to all new material and labor, the closet walls would need to be patched and repainted. Further, the customers wife said she no longer liked the cabinet configuration she ordered and wanted all the cabinets modified and wanted another vanity cabinet. In an effort to appease the customer, we went ahead and did all these things, but again, told the customers wife that these changes would take another 6-8 weeks for cabinets, and without cabinetry, we could not make counters mirrors etc. She said she would wait, she wanted what she wanted! So we reluctantly ordered MORE cabinets and modified her cabinets. Again, as soon as the cabinetry came in, it was installed withing 72 hours. Tops were measured immediately. When told that the custom counter top would require a seam, customers wife said she would not accept a seam under any circumstances. The top was 5'0 x 5'6. Again, to appease customer, we were able to procure an over sized slab of granite and made the top to her request. As soon as the top was installed, the custom mirrors were measured. fabricated and installed. Upon installation, we were able to connect the sinks, faucets and outlets in the custom mirror. We repainted the room at customers request. Customer now owes Express a substantial sum of money as well as several thousand dollars for all the extra work requested. Now that every whim has been satisfied, customer states they don't like one of the doors on the extra cabinet they ordered and refuses to pay what is owed Express. Since we have taken care of every unrealistic request of the customer, we are expecting to be paid in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A job completion problem has transpired with this job and nothing more! We have already paid 93% of the remodeling costs as of December 1, 2014 and delivered payments on time. The last 7% payment is due upon completion of the job which has yet to materialize as of June 4, 2015. Work specified by our complaint was completed on May 29th and June 1st of this year except for the damaged cabinet doors, which Express Cabinetry employees damaged, to be installed in order for the job to be completed. The remaining check will be issued at that time. According to the business reply from Express Cabinetry, we have very different responses to our points of concerns and have had dissimilar conversations that ensued over these past 8 months. To fully recap our differences from Expresses Cabinetry business response, we feel we need to write a detailed clarification of our problem below:
On October 10, 2014, we contracted Express Cabinetry to remodel a master bathroom and clothes closet. During our appointment on Oct. 10th, we discussed the possibility of moving the toilet. It was decided at that time, to wait until demolition was completed to determine if the toilet would be moved. The contract was signed and I wrote a check for 40% of the cost of the remodel. Demolition was started on November 17, 2014. Once demolition was completed, I called Express Cabinetry, as was agreed upon, and the owner and I both decided the measurement from the toilet to the shower did not allow for the toilet to be moved. Workers would proceed with the remodel. There was no conversation at this time about a longer time frame for the bathroom remodeling to be completed, only that the toilet would not be moved. After work began and the tub was installed, on November 20, 2014, a second check was written for 20.6% cost of the remodel. Timely and good workmanship continued with a 3rd check for 20.6% cost of the remodel being written on December 1st after the shower pan was installed. After another week we had a functioning toilet, shower and tub however we were without sinks, without water hook-up for the sinks, without countertops and without mirrors which are all needed for daily grooming. The bathroom could not be used properly. Cabinetry was installed in late December and we noted the smaller cabinet was not flush against the wall and the cabinet's actual depth resulted in the inability to clean the bathtub, which was unacceptable. We called Express Cabinetry, asked for a meeting with the owner because of a few problems and placed a hold on the measurement for the countertop. The owner came to our home and first looked at the clothes closet. Once clothes were hung on each shelving/rod, there was no walkway. My wife walked into the closet with clothes covering both of her shoulders and said, "This is not working, what can we do about this?" The owner willingly said the shelving/rods could easily be moved onto the back and side wall, thus having a 2 tiered system in the closet, one being higher and the other shelving/rod lower. We thought this was a good solution and agreed. Our first point of concern was resolved and not discussed any further. We walked into the bathroom and my wife explained the small cabinet's depth and not being flush to the wall prevented the bathtub from being cleaned properly. If the depth of the cabinet was less and then the cabinet also was attached flushed to the wall, all corners of the bathtub could be reached for proper cleaning. The owner willingly told us he could exchange the cabinet for a different sized one measuring less in depth and it also would be flush against the wall. He also clarified this would be a delay of the job, not in his control, as it would take 6 to 8 weeks for a new cabinet to come into the shop. We were to let him know what we wanted him to do. We ended our meeting positively and casually with the owner telling us 'stories' about an employee and we said we would call him later that day after we discussed our options. We called the owner that same day and told him to please order the smaller cabinet to ensure the tub could be cleaned properly. We fully understood it would take 6-8 weeks before the cabinet would be delivered and Express Cabinetry would proceed from there. Our second point of concern was resolved, a smaller cabinet would be ordered, and nothing else was discussed. By mid-March the smaller cabinet was installed resulting in the bathtub being able to be cleaned. It took another two weeks for the granite countertop to be measured and cut with an installation date of April 3, 2015. When the installer attempted to install the seamless countertop, the sink hole had been cut in the wrong location and it was the wrong stone. The installers left after making a telephone call and telling us the owner would be contacted. On April 4th, we went to Express Cabinetry, without and appointment, and asked to speak with the owner. We expressed communication had sorely been lacking throughout this entire job on their part and we demanded our bathroom be completed. The owner knew nothing of the preceding days difficulties as it was only 10:00 in the morning and he was surprised. The owner immediately contacted the granite company and assigned a newly hired project manager to our job. We left. On April 6th, the project manager along with two employees from Express Cabinetry removed the granite countertop and nicked 2 of the cabinet doors while removing the countertop. The project manager immediately said Express Cabinetry would order new doors and replace the damaged doors. Express Cabinetry workers left. A call was then made to us the next day from the project manager asking us if we would accept a countertop with a seam because it could be installed immediately. Since the first countertop was seamless, we knew it could be cut that way. We declined and saw no reason to settle for an inferior product. Again we waited without the proper use of the bathroom. The 2nd countertop was delivered and installed on April 24th. It was the correct stone and the placement of the sink hole was accurate. Since there still were no sinks, no water hook-ups to the sinks, and no mirrors, the bathroom still could not be used properly. It took another 2 weeks for mirrors to be measured and installed. The project manager informed us he would complete a final punch list. We informed him a master punch list had been completed on 2 different occasions and he could refer to that list. He wanted to complete the list himself so he came and made a 3rd punch list. On May 8th, we were informed Express Cabinetry owner was still working on a date to complete the punch list as he assigns all jobs. One week later we were told Express Cabinetry's owner was trying to get to our house by May 21st to complete the remodeling job. That date came and went without communication from anyone at Express Cabinetry. We called Express Cabinetry on May 22nd with no return call from them. On Tuesday, May 26, Express Cabinetry office personnel called us and we were informed a worker would be at our house between the hours of 8-12 on Thursday May 28th. At 1:15 on May 28th, I called Express Cabinetry and office personnel didn't have any information about our completion. At 3:15 on the May 28th, the project manager called asking us how the job was going. We in turn told him nobody was here and no work had been completed. It was at that time we decided to file a complaint with Revdex.com in hopes of getting help with completing this job. On Friday May 29th, an Express Cabinetry employee came and completed all work from the punch list except hanging the toilet holder and hanging doors that were damaged by Express Cabinetry employees. We finally had a working bathroom with water hook-up to the sinks on Friday May 29th! On Monday, June 1st, the toilet holder was installed but the cabinet doors were not in yet so they couldn't be hung. Final payment was asked for from the project manager and we declined to give our final 7% payment until the replacement cabinet doors were hung. All Express Cabinetry employees who physically worked on our remodel along with the newly hired project manager were competent, courteous, diligent, hard working and thorough! Communication from Express Cabinetry and timely scheduling, before and after the agreed upon changes, were extremely problematic with our job. When new cabinet doors are replaced and hung the job will be completed. At that time we will make our final 7% payment to Express Cabinetry.
Final Business Response /* (4000, 9, 2015/06/08) */
A job completion problem is completely wrong. It is merely a symptom of a homeowner who has products custom built and installed, then changes their mind and expects those changes to be done for no additional charge. We prepare multiple documents and renderings for each customer. Those documents and renderings are gone over in detail with each client prior to any contract being signed or materials being ordered. This customer signed off on each and every detail prior to going to contract. One week after signing, the customer asked Express to "hold off" on the cabinetry, thereby creating the first 8 week delay! The cabinetry was installed for weeks before the customer decided they no longer liked the cabinet layout that THEY chose, and had Express modify the cabinets that they had ordered and Express purchase more cabinetry for them. The CUSTOMER showed Express implicitly where to install their custom closet shelving. Weeks later the customer decided THEY were unhappy with THEIR decision and had Express remove and replace the shelves as well as patch the walls and repaint. The customers second change in cabinetry created another 8 week delay, just for cabinetry, let alone being able to make custom tops and mirrors after the replacement cabinetry arrived. Express offers very low prices on our granite remnants for bathrooms. If customers desire this, they have to pick something we currently own. This customer demanded no seams. This was NEVER part of their agreement, however, to appease the customer and bring closure to the job, Express procured a full slab of stone, simply to try to fulfill yet another unrealistic demand. This is simply a case of a customer having custom pieces made to their specification, then not taking ANY responsibility for THEIR errors and having Express continually make more cabinetry, counters, additional painting and shelves and a ridiculous number of trips to the job. NO manufacturer would continue to make custom pieces, as well as additional installation and removal of those pieces at NO CHARGE! However, in 16 years we've never not finished a job, even if the customer is difficult, unrealistic or refuses to take responsibility for their mistakes and we have finished this job as well. Fortunately, we have hundreds, if not thousands of satisfied customers who work with our design team to get the kitchens and bathrooms exactly they way they want them, installed on time and on budget.
I Contracted this company to remodel 2 bathroooms time frame give was 2 weeks. Well it is going on 5 months and the job still is not done. Broken promises along with terrible work has me sick. Once they received payment I was not important, they would say they would be at my house at a certain time and never show up, no call. They promised materials would be in and installed and never even a phone call. Owner is extremely unprofessional, sarcastic and demanding. This was the worst experience. They just want you to pay them and then treat you terrible. Deadlines never met, promises never fulfilled and their attitude towards me was heartbreaking. Beware
This is not a customer, this is a vendor. We have a terms agreement with this vendor as well.
The amount of money owed them has been paid and all other invoices will be paid within terms as agreed.
Contracted to have bath remodel.Only reason we hired this company was because owner said job would take 4 days,even put it in contract.Job was to begin 14 nov and complete 18 nov.They called and changed start date by a week because they were short handed.They began work 22nov did demo then returned to put in tub and shower pain because second payment was due after that.During the next weeks a drywall sub came one day and a tiler another.Several days they scheduled work only to call and cancel.They would call in the evening saying workers would be there in the morning,when no one would show either I would have to call and be given an excuse "I'm sorry,I was just going to call our man has another job or he has stomach flu " They expect you to accept their problems while they leave your house torn up.This company is over priced and very undependable.I will definately spread the word around my community.
Initial Business Response /* (1000, 5, 2015/06/12) */
We remodeled two bathrooms, not one, for this customer. This customer had Express custom order over 1200.00 worth the tile for their project only to decide after the tile arrived that they did not like their color choice and wanted new...
tile. To date they refuse to pay for the original tile, which is non-returnable. After 100% completion of the first bathroom, we began the second bathroom. Midway through the project, the customer had a death in the family and had to leave town. The customer told us they would notify us when they returned. Express made it clear that the work could be completed while they were away, but if the job was stopped, we would have to move on to other jobs. When they returned, we would have to enter them back into the schedule, which is currently 6-8 weeks out. The customer agreed and left town. Upon their return, we did get back into their house within 2 weeks, not 6 weeks and completed the bathroom except for the custom, frameless glass enclosure. Customer was well aware that the glass enclosure could not be measured until the bath was complete and would take at least two weeks to fabricate and install. The custom door was installed and worked perfectly. Customer did call complaining of a leak. We found none. After pointed the shower head directly at the door for 3 minutes, we were able to get approximately 1 tablespoon of water to pass, well within tolerance for any shower door. The shower sill was well withing tolerance, however customer insisted the sill be raised 1/16" of an inch. Although there was no failure, we raised the sill in a final attempt to appease the customer. The customer had used the shower for over 6 weeks with no negligible water leak anywhere. After doing everything the customer asked for, no matter how unreasonable, customer refused to make final payment. Finally, customer reluctantly paid final balance, but has not paid for their additional tile or extras. However, we are closing the project and moving on.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On June 11 Express repaired the leak. The job is done and we paid in full.
Initial Business Response /* (1000, 7, 2014/01/15) */
The floor joists in this house are over-spanned, causing the tongues and grooves in the flooring to separate slightlyWe have filed a request for field inspection by Armstrong Flooring DivisionThe local rep has been replaced and the
new rep just started 1/5/They are aware of the problem and are scheduling a time for a site visit
Final Consumer Response /* (3000, 9, 2014/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept the reply from owner until an inspector appears at my houseThis is the same response from him since OctoberAlso I still am asking for an explanation regarding the "over-spanned" floor joistsNo one ever inspected the floor joists before or after the installation so where is this statement coming fromIf an inspection had been done before suggesting this floor to us, and the over-spanned" joists were discovered at that time, another more suitable floor could have been suggestedIsn't this what the contractor you hire is supposed to do? *** the owner has not stepped foot in this house since first day of demolition
Final Business Response /* (4000, 11, 2014/01/16) */
Express is not asking the customer to accept faulty materials or workmanshipHowever, we cannot arbitrarily remove her floor until the manufacturer inspects the floor, determines that there is a problem, and if so, what is causing the problem and finally, how to rectify the problem if it existsOnce the manufacturer does this, we will comply with whatever the manufacturer recommends
Initial Business Response /* (1000, 7, 2014/01/27) */
Customer came in and met with our owner, paid for his extras on 1/20/14. Lien was released and job will be warranted as specified in his contract.
Initial Business Response /* (1000, 5, 2015/06/02) */
There is a billing and collection issue with this job. The job was estimated at 3 weeks for completion. Just after signing the contract, the customer called and asked to hold the cabinetry order until demolition began as they may have...
wanted to move their toilet. We agreed as a courtesy, but explained that custom cabinets take 6-8 weeks to manufacture, possible longer on account of the holidays; therefore the job would take a minimum of 12 weeks to complete as we couldn't make counters, mirrors etc without cabinetry. The customer agreed to this and had us proceed. The bathroom went smoothly and was completed in the 3 weeks except the cabinetry. Customer had a functioning toilet, shower, tub and closet including paint! Once the cabinets arrived, they were installed withing 72 hours and tops were templated immediately! The very next day, the customer contacted Express, asking for a meeting with the owner and to "hold" the tops. At that meeting, the homeowners wife wanted the custom closet shelves removed and rearranged as she did not like the shelves located where she instructed the installer to install them. In addition to all new material and labor, the closet walls would need to be patched and repainted. Further, the customers wife said she no longer liked the cabinet configuration she ordered and wanted all the cabinets modified and wanted another vanity cabinet. In an effort to appease the customer, we went ahead and did all these things, but again, told the customers wife that these changes would take another 6-8 weeks for cabinets, and without cabinetry, we could not make counters mirrors etc. She said she would wait, she wanted what she wanted! So we reluctantly ordered MORE cabinets and modified her cabinets. Again, as soon as the cabinetry came in, it was installed withing 72 hours. Tops were measured immediately. When told that the custom counter top would require a seam, customers wife said she would not accept a seam under any circumstances. The top was 5'0 x 5'6. Again, to appease customer, we were able to procure an over sized slab of granite and made the top to her request. As soon as the top was installed, the custom mirrors were measured. fabricated and installed. Upon installation, we were able to connect the sinks, faucets and outlets in the custom mirror. We repainted the room at customers request. Customer now owes Express a substantial sum of money as well as several thousand dollars for all the extra work requested. Now that every whim has been satisfied, customer states they don't like one of the doors on the extra cabinet they ordered and refuses to pay what is owed Express. Since we have taken care of every unrealistic request of the customer, we are expecting to be paid in full.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A job completion problem has transpired with this job and nothing more! We have already paid 93% of the remodeling costs as of December 1, 2014 and delivered payments on time. The last 7% payment is due upon completion of the job which has yet to materialize as of June 4, 2015. Work specified by our complaint was completed on May 29th and June 1st of this year except for the damaged cabinet doors, which Express Cabinetry employees damaged, to be installed in order for the job to be completed. The remaining check will be issued at that time. According to the business reply from Express Cabinetry, we have very different responses to our points of concerns and have had dissimilar conversations that ensued over these past 8 months. To fully recap our differences from Expresses Cabinetry business response, we feel we need to write a detailed clarification of our problem below:
On October 10, 2014, we contracted Express Cabinetry to remodel a master bathroom and clothes closet. During our appointment on Oct. 10th, we discussed the possibility of moving the toilet. It was decided at that time, to wait until demolition was completed to determine if the toilet would be moved. The contract was signed and I wrote a check for 40% of the cost of the remodel. Demolition was started on November 17, 2014. Once demolition was completed, I called Express Cabinetry, as was agreed upon, and the owner and I both decided the measurement from the toilet to the shower did not allow for the toilet to be moved. Workers would proceed with the remodel. There was no conversation at this time about a longer time frame for the bathroom remodeling to be completed, only that the toilet would not be moved. After work began and the tub was installed, on November 20, 2014, a second check was written for 20.6% cost of the remodel. Timely and good workmanship continued with a 3rd check for 20.6% cost of the remodel being written on December 1st after the shower pan was installed. After another week we had a functioning toilet, shower and tub however we were without sinks, without water hook-up for the sinks, without countertops and without mirrors which are all needed for daily grooming. The bathroom could not be used properly. Cabinetry was installed in late December and we noted the smaller cabinet was not flush against the wall and the cabinet's actual depth resulted in the inability to clean the bathtub, which was unacceptable. We called Express Cabinetry, asked for a meeting with the owner because of a few problems and placed a hold on the measurement for the countertop. The owner came to our home and first looked at the clothes closet. Once clothes were hung on each shelving/rod, there was no walkway. My wife walked into the closet with clothes covering both of her shoulders and said, "This is not working, what can we do about this?" The owner willingly said the shelving/rods could easily be moved onto the back and side wall, thus having a 2 tiered system in the closet, one being higher and the other shelving/rod lower. We thought this was a good solution and agreed. Our first point of concern was resolved and not discussed any further. We walked into the bathroom and my wife explained the small cabinet's depth and not being flush to the wall prevented the bathtub from being cleaned properly. If the depth of the cabinet was less and then the cabinet also was attached flushed to the wall, all corners of the bathtub could be reached for proper cleaning. The owner willingly told us he could exchange the cabinet for a different sized one measuring less in depth and it also would be flush against the wall. He also clarified this would be a delay of the job, not in his control, as it would take 6 to 8 weeks for a new cabinet to come into the shop. We were to let him know what we wanted him to do. We ended our meeting positively and casually with the owner telling us 'stories' about an employee and we said we would call him later that day after we discussed our options. We called the owner that same day and told him to please order the smaller cabinet to ensure the tub could be cleaned properly. We fully understood it would take 6-8 weeks before the cabinet would be delivered and Express Cabinetry would proceed from there. Our second point of concern was resolved, a smaller cabinet would be ordered, and nothing else was discussed. By mid-March the smaller cabinet was installed resulting in the bathtub being able to be cleaned. It took another two weeks for the granite countertop to be measured and cut with an installation date of April 3, 2015. When the installer attempted to install the seamless countertop, the sink hole had been cut in the wrong location and it was the wrong stone. The installers left after making a telephone call and telling us the owner would be contacted. On April 4th, we went to Express Cabinetry, without and appointment, and asked to speak with the owner. We expressed communication had sorely been lacking throughout this entire job on their part and we demanded our bathroom be completed. The owner knew nothing of the preceding days difficulties as it was only 10:00 in the morning and he was surprised. The owner immediately contacted the granite company and assigned a newly hired project manager to our job. We left. On April 6th, the project manager along with two employees from Express Cabinetry removed the granite countertop and nicked 2 of the cabinet doors while removing the countertop. The project manager immediately said Express Cabinetry would order new doors and replace the damaged doors. Express Cabinetry workers left. A call was then made to us the next day from the project manager asking us if we would accept a countertop with a seam because it could be installed immediately. Since the first countertop was seamless, we knew it could be cut that way. We declined and saw no reason to settle for an inferior product. Again we waited without the proper use of the bathroom. The 2nd countertop was delivered and installed on April 24th. It was the correct stone and the placement of the sink hole was accurate. Since there still were no sinks, no water hook-ups to the sinks, and no mirrors, the bathroom still could not be used properly. It took another 2 weeks for mirrors to be measured and installed. The project manager informed us he would complete a final punch list. We informed him a master punch list had been completed on 2 different occasions and he could refer to that list. He wanted to complete the list himself so he came and made a 3rd punch list. On May 8th, we were informed Express Cabinetry owner was still working on a date to complete the punch list as he assigns all jobs. One week later we were told Express Cabinetry's owner was trying to get to our house by May 21st to complete the remodeling job. That date came and went without communication from anyone at Express Cabinetry. We called Express Cabinetry on May 22nd with no return call from them. On Tuesday, May 26, Express Cabinetry office personnel called us and we were informed a worker would be at our house between the hours of 8-12 on Thursday May 28th. At 1:15 on May 28th, I called Express Cabinetry and office personnel didn't have any information about our completion. At 3:15 on the May 28th, the project manager called asking us how the job was going. We in turn told him nobody was here and no work had been completed. It was at that time we decided to file a complaint with Revdex.com in hopes of getting help with completing this job. On Friday May 29th, an Express Cabinetry employee came and completed all work from the punch list except hanging the toilet holder and hanging doors that were damaged by Express Cabinetry employees. We finally had a working bathroom with water hook-up to the sinks on Friday May 29th! On Monday, June 1st, the toilet holder was installed but the cabinet doors were not in yet so they couldn't be hung. Final payment was asked for from the project manager and we declined to give our final 7% payment until the replacement cabinet doors were hung. All Express Cabinetry employees who physically worked on our remodel along with the newly hired project manager were competent, courteous, diligent, hard working and thorough! Communication from Express Cabinetry and timely scheduling, before and after the agreed upon changes, were extremely problematic with our job. When new cabinet doors are replaced and hung the job will be completed. At that time we will make our final 7% payment to Express Cabinetry.
Final Business Response /* (4000, 9, 2015/06/08) */
A job completion problem is completely wrong. It is merely a symptom of a homeowner who has products custom built and installed, then changes their mind and expects those changes to be done for no additional charge. We prepare multiple documents and renderings for each customer. Those documents and renderings are gone over in detail with each client prior to any contract being signed or materials being ordered. This customer signed off on each and every detail prior to going to contract. One week after signing, the customer asked Express to "hold off" on the cabinetry, thereby creating the first 8 week delay! The cabinetry was installed for weeks before the customer decided they no longer liked the cabinet layout that THEY chose, and had Express modify the cabinets that they had ordered and Express purchase more cabinetry for them. The CUSTOMER showed Express implicitly where to install their custom closet shelving. Weeks later the customer decided THEY were unhappy with THEIR decision and had Express remove and replace the shelves as well as patch the walls and repaint. The customers second change in cabinetry created another 8 week delay, just for cabinetry, let alone being able to make custom tops and mirrors after the replacement cabinetry arrived. Express offers very low prices on our granite remnants for bathrooms. If customers desire this, they have to pick something we currently own. This customer demanded no seams. This was NEVER part of their agreement, however, to appease the customer and bring closure to the job, Express procured a full slab of stone, simply to try to fulfill yet another unrealistic demand. This is simply a case of a customer having custom pieces made to their specification, then not taking ANY responsibility for THEIR errors and having Express continually make more cabinetry, counters, additional painting and shelves and a ridiculous number of trips to the job. NO manufacturer would continue to make custom pieces, as well as additional installation and removal of those pieces at NO CHARGE! However, in 16 years we've never not finished a job, even if the customer is difficult, unrealistic or refuses to take responsibility for their mistakes and we have finished this job as well. Fortunately, we have hundreds, if not thousands of satisfied customers who work with our design team to get the kitchens and bathrooms exactly they way they want them, installed on time and on budget.
I Contracted this company to remodel 2 bathroooms time frame give was 2 weeks. Well it is going on 5 months and the job still is not done. Broken promises along with terrible work has me sick. Once they received payment I was not important, they would say they would be at my house at a certain time and never show up, no call. They promised materials would be in and installed and never even a phone call. Owner is extremely unprofessional, sarcastic and demanding. This was the worst experience. They just want you to pay them and then treat you terrible. Deadlines never met, promises never fulfilled and their attitude towards me was heartbreaking. Beware
This is not a customer, this is a vendor. We have a terms agreement with this vendor as well.
The amount of money owed them has been paid and all other invoices will be paid within terms as agreed.
Contracted to have bath remodel.Only reason we hired this company was because owner said job would take 4 days,even put it in contract.Job was to begin 14 nov and complete 18 nov.They called and changed start date by a week because they were short handed.They began work 22nov did demo then returned to put in tub and shower pain because second payment was due after that.During the next weeks a drywall sub came one day and a tiler another.Several days they scheduled work only to call and cancel.They would call in the evening saying workers would be there in the morning,when no one would show either I would have to call and be given an excuse "I'm sorry,I was just going to call our man has another job or he has stomach flu " They expect you to accept their problems while they leave your house torn up.This company is over priced and very undependable.I will definately spread the word around my community.
Initial Business Response /* (1000, 5, 2015/06/12) */
We remodeled two bathrooms, not one, for this customer. This customer had Express custom order over 1200.00 worth the tile for their project only to decide after the tile arrived that they did not like their color choice and wanted new...
tile. To date they refuse to pay for the original tile, which is non-returnable. After 100% completion of the first bathroom, we began the second bathroom. Midway through the project, the customer had a death in the family and had to leave town. The customer told us they would notify us when they returned. Express made it clear that the work could be completed while they were away, but if the job was stopped, we would have to move on to other jobs. When they returned, we would have to enter them back into the schedule, which is currently 6-8 weeks out. The customer agreed and left town. Upon their return, we did get back into their house within 2 weeks, not 6 weeks and completed the bathroom except for the custom, frameless glass enclosure. Customer was well aware that the glass enclosure could not be measured until the bath was complete and would take at least two weeks to fabricate and install. The custom door was installed and worked perfectly. Customer did call complaining of a leak. We found none. After pointed the shower head directly at the door for 3 minutes, we were able to get approximately 1 tablespoon of water to pass, well within tolerance for any shower door. The shower sill was well withing tolerance, however customer insisted the sill be raised 1/16" of an inch. Although there was no failure, we raised the sill in a final attempt to appease the customer. The customer had used the shower for over 6 weeks with no negligible water leak anywhere. After doing everything the customer asked for, no matter how unreasonable, customer refused to make final payment. Finally, customer reluctantly paid final balance, but has not paid for their additional tile or extras. However, we are closing the project and moving on.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On June 11 Express repaired the leak. The job is done and we paid in full.
A very reliable company. Pleasure to do business with. Sam was a very knowledgeable individual and a good worker.