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Gilman's Kitchen & Baths Reviews (4)

The purpose of this reply is to shed light on the factual accounts of the business transaction that occurred between Gilmans Kitchens and Baths and [redacted].  Unfortunately, [redacted] complaint is littered with inaccuracies and emotional judgement.  
 
1.  [redacted]...

[redacted] did enter into a contract to purchase goods from [redacted], a Gilmans Designer.
2.  Pulls and Knobs were specically excluded and never included in the pricing with [redacted].  Later in the project, pulls and knobs were selected by [redacted] and [redacted] and then approved by [redacted].
3.  The decision regarding the garbage pull outs was made by the husband on the day [redacted] measured.  [redacted] was not there. There was an initial discussion about garbage/ trash and it was decided to have a full width roll out that cans would sit on with a pair of doors. This is what Mr. [redacted] confirmed to [redacted] and what [redacted] ultimately provided. The idea of individual pull out garbage/ trash was a surprise to [redacted].
4.  [redacted] inquired about installation services of those goods and [redacted] told her that Gilmans has 2 options: Time + Materials Handyman service or a quoted contract price.  As explained to [redacted] in great detail, the handyman service (time + materials) might offer a overall lower total price than if it were a fixed quoted price.  However, there was no guarantee to that fact.  Alternatively, if she preferred a quoted contract price, we could provide that as well.  [redacted] chose the handyman option and asked an approximate cost.  Without having the opportunity to see the job, [redacted] consulted with Gilmans Lead Carpenter, [redacted], for a site-un-seen estimate.  Based on [redacted]'s immense experience, he quoted around $1,500 for the job based on other similar projects that he has done.  [redacted] agreed to the estimate, the $90/hr rate, the $250 minimum charge for the first 2 hours of work and understood the total cost would be based on total time spent + materials outside of the finish materials than [redacted] had already sold her.  [redacted] then turned the communication over to [redacted].
5.  After [redacted] was able to finalize the design and material order, he then sent it to [redacted] to develop a scope of work and refined time estimate.  [redacted] let [redacted] know that he would roughly estimate the job at "$2,500?????" [redacted] acknowledged this revised price through email and even said that she understood this was not a firm price and it the final price would be based on the total time ta[redacted].  She agreed to have [redacted] schedule the work.
6.  On the first day of scheduled install, [redacted] immediately noticed that all of [redacted]'s cabinetry were home built by Mr. [redacted].  None of the cabinet sizes or materials were standard in any way.  The methods used to construct the cabinets were not based on any industry standard.  In order to retrofit these cabinets to accept all of the new materials that [redacted] purchased through [redacted] & Gilmans, [redacted] was going to have to spend significantly more time and resources than originally estimated.  [redacted] made it very clear to Mr & [redacted] of this fact and they agreed to have him proceed with the work.
7.  Just as [redacted] had foreseen, the amount of custom modification to these home built cabinets was extremely time consuming.  However, Mrs & Mr [redacted] continually applauded [redacted]'s work and even told [redacted] how pleased they were with how things were coming together.  During the installation process, [redacted] noticed that additional parts and pieces would be needed to complete the install and ensure top quality work.  [redacted] went over these details and the need for more materials specifically with both Mr. and [redacted].  [redacted] acknowledged this need, and followed it up by placing additional material orders through [redacted] in the showroom.  Additionally, [redacted] found that some of the home built cabinetry were "unfinished" and required additional parts to be provided by Mr. [redacted].  Mr. [redacted] provided the parts, but asked for [redacted] to install them.  Of course, [redacted] had no problem doing so, but it required additional time not previously accounted for.
8.  [redacted]'s account of how [redacted] spent his time is indicative of her ignorance regarding service work.  [redacted] is specifcally trained to not field phone calls in a customers home as it can be a nuisance.  Most of the calls [redacted] was fielding was to [redacted] back in the showroom to ensure proper installation of [redacted]'s cabinetry.  Any calls [redacted] took not regarding the [redacted] job were specifically excluded from the [redacted] Time count.  Additionally, it is Gilmans policy that lunch breaks are also specifically excluded from a clients time count.
9. On the last day of scheduled work, there was still significant work remaining that would require more time on the job.  Only Mr. [redacted] was home and [redacted] asked him if he should schedule the remaining work immediately or after the holidays.  Mr. [redacted] made it clear to [redacted] that they preferred the work continue after the holidays and specifically on January 4th.  Before leaving on that last day of scheduled work, [redacted] presented Mr. [redacted] with the amount of time+materials that had been spent to date totaling $3,482.39.   [redacted] returned on January 4th to the [redacted] home at 8am, as discussed, and no one was there to greet him.  When [redacted] reached out to [redacted] about the schedule, this is when she took a very negative and hostile approach and demanded that management get involved and refused to speak with [redacted].
10.  [redacted]'s complaint with Revdex.com is consistent with her complaint to me at a Managerial level.  However, in an attempt to keep this situation factual, I will not respond to [redacted]'s emotional responses, personal characterizations and ignorant understanding of carpentry, salaries, insurance requirements, overhead expenses, etc.  
11.  Gilmans has been in business for 34 years, with 4 retail locations in 4 unique Bay Area locations.  It is our belief that the customer should always be ta[redacted] care of, even if the customer is wrong or misinformed.  In this situation, even though I didn't agree at all with [redacted]'s perception of the project, I offered to settle the labor portion of the bill for $2,500.  [redacted] made it very clear she did not want [redacted] or any other Gilmans representative on her property to finish the job.  [redacted] was simply going to hire someone else to complete the project, which is why I wanted to settle the labor bill and let both parties go their separate ways even though the $3,482.39 of actual Time + Materials spent is completely valid.  After offering the reduced labor bill, [redacted] said she was going to think about it and get back to me, which she never did.  This complaint through Revdex.com is the most recent communication I have seen from [redacted].
12.  In conclusion, Gilmans Kitchens & Baths is not interested in settling the bill with Mr or [redacted].  We believe that the entire bill for $3,482.39 should be paid to compensate us for the labor and materials that we have already expended at the [redacted] home.  Due to the complexity of their home built cabinets and significant time [redacted] has already spent trying to piece it all together, it does not make financial or practical sense to send any other Carpenter to their home to complete the work.  Since the [redacted]'s made it quite clear that they have no interest in Gilmans completing the work, then we would like to have our bill paid in full and the relationship ended.
 
We look forward to hear the next steps in the process from Revdex.com to hopefully resolve this matter swiftly.  Let us know if you need anything else from us.
 
Thank you,
[redacted]

Based on [redacted]'s response we would like to echo our previous statement as it still applies and has not changed: 
 
The purpose of this reply is to shed light on the factual accounts of the business transaction that occurred between Gilmans Kitchens and Baths and [redacted]. Unfortunately, [redacted] complaint is littered with inaccuracies and emotional judgement. 1. [redacted] did enter into a contract to purchase goods from [redacted], a Gilmans Designer.2. Pulls and Knobs were specically excluded and never included in the pricing with [redacted]. Later in the project, pulls and knobs were selected by [redacted] and [redacted] and then approved by [redacted].3. The decision regarding the garbage pull outs was made by the husband on the day [redacted] measured. [redacted] was not there. There was an initial discussion about garbage/ trash and it was decided to have a full width roll out that cans would sit on with a pair of doors. This is what Mr. [redacted] confirmed to [redacted] and what [redacted] ultimately provided. The idea of individual pull out garbage/ trash was a surprise to [redacted].4. [redacted] inquired about installation services of those goods and [redacted] told her that Gilmans has 2 options: Time + Materials Handyman service or a quoted contract price. As explained to [redacted] in great detail, the handyman service (time + materials) might offer a overall lower total price than if it were a fixed quoted price. However, there was no guarantee to that fact. Alternatively, if she preferred a quoted contract price, we could provide that as well. [redacted] chose the handyman option and asked an approximate cost. Without having the opportunity to see the job, [redacted] consulted with Gilmans Lead Carpenter, [redacted], for a site-un-seen estimate. Based on [redacted]'s immense experience, he quoted around $1,500 for the job based on other similar projects that he has done. [redacted] agreed to the estimate, the $90/hr rate, the $250 minimum charge for the first 2 hours of work and understood the total cost would be based on total time spent + materials outside of the finish materials than [redacted] had already sold her. [redacted] then turned the communication over to [redacted].5. After [redacted] was able to finalize the design and material order, he then sent it to [redacted] to develop a scope of work and refined time estimate. [redacted] let [redacted] know that he would roughly estimate the job at "$2,500?????" [redacted] acknowledged this revised price through email and even said that she understood this was not a firm price and it the final price would be based on the total time ta[redacted]. She agreed to have [redacted] schedule the work.6. On the first day of scheduled install, [redacted] immediately noticed that all of [redacted]'s cabinetry were home built by Mr. [redacted]. None of the cabinet sizes or materials were standard in any way. The methods used to construct the cabinets were not based on any industry standard. In order to retrofit these cabinets to accept all of the new materials that [redacted] purchased through [redacted] & Gilmans, [redacted] was going to have to spend significantly more time and resources than originally estimated. [redacted] made it very clear to Mr & [redacted] of this fact and they agreed to have him proceed with the work.7. Just as [redacted] had foreseen, the amount of custom modification to these home built cabinets was extremely time consuming. However, Mrs & Mr [redacted] continually applauded [redacted]'s work and even told [redacted] how pleased they were with how things were coming together. During the installation process, [redacted] noticed that additional parts and pieces would be needed to complete the install and ensure top quality work. [redacted] went over these details and the need for more materials specifically with both Mr. and [redacted] acknowledged this need, and followed it up by placing additional material orders through [redacted] in the showroom. Additionally, [redacted] found that some of the home built cabinetry were "unfinished" and required additional parts to be provided by Mr. [redacted]. Mr. [redacted] provided the parts, but asked for [redacted] to install them. Of course, [redacted] had no problem doing so, but it required additional time not previously accounted for.8. [redacted]'s account of how [redacted] spent his time is indicative of her ignorance regarding service work. [redacted] is specifcally trained to not field phone calls in a customers home as it can be a nuisance. Most of the calls [redacted] was fielding was to [redacted] back in the showroom to ensure proper installation of [redacted]'s cabinetry. Any calls [redacted] took not regarding the [redacted] job were specifically excluded from the [redacted] Time count. Additionally, it is Gilmans policy that lunch breaks are also specifically excluded from a clients time count.9. On the last day of scheduled work, there was still significant work remaining that would require more time on the job. Only Mr. [redacted] was home and [redacted] asked him if he should schedule the remaining work immediately or after the holidays. Mr. [redacted] made it clear to [redacted] that they preferred the work continue after the holidays and specifically on January 4th. Before leaving on that last day of scheduled work, [redacted] presented Mr. [redacted] with the amount of time+materials that had been spent to date totaling $3,482.39. [redacted] returned on January 4th to the [redacted] home at 8am, as discussed, and no one was there to greet him. When [redacted] reached out to [redacted] about the schedule, this is when she took a very negative and hostile approach and demanded that management get involved and refused to speak with [redacted].10. [redacted]'s complaint with Revdex.com is consistent with her complaint to me at a Managerial level. However, in an attempt to keep this situation factual, I will not respond to [redacted]'s emotional responses, personal characterizations and ignorant understanding of carpentry, salaries, insurance requirements, overhead expenses, etc. 11. Gilmans has been in business for 34 years, with 4 retail locations in 4 unique Bay Area locations. It is our belief that the customer should always be ta[redacted] care of, even if the customer is wrong or misinformed. In this situation, even though I didn't agree at all with [redacted]'s perception of the project, I offered to settle the labor portion of the bill for $2,500. [redacted] made it very clear she did not want [redacted] or any other Gilmans representative on her property to finish the job. [redacted] was simply going to hire someone else to complete the project, which is why I wanted to settle the labor bill and let both parties go their separate ways even though the $3,482.39 of actual Time + Materials spent is completely valid. After offering the reduced labor bill, [redacted] said she was going to think about it and get back to me, which she never did. This complaint through Revdex.com is the most recent communication I have seen from [redacted].12. In conclusion, Gilmans Kitchens & Baths is not interested in settling the bill with Mr or [redacted]. We believe that the entire bill for $3,482.39 should be paid to compensate us for the labor and materials that we have already expended at the [redacted] home. Due to the complexity of their home built cabinets and significant time [redacted] has already spent trying to piece it all together, it does not make financial or practical sense to send any other Carpenter to their home to complete the work. Since the [redacted]'s made it quite clear that they have no interest in Gilmans completing the work, then we would like to have our bill paid in full and the relationship ended.
 
 
Thank you,
[redacted]

Complaint: [redacted]I am rejecting this response because:
In my email to [redacted] in the Dispute Resolution Support on March 27, 2017, I stated:
The fact is: When I agreed to purchase the cabinets from Gilman’s Kitchen & Bath I was told, “[redacted] estimates 1 day for himself and helper to install everything - $1500.”
That is what I understood would be the cost when I made the purchase through Gilman’s and arranged for installation. There was never any written documentation as to Time & Material. We only found out about the hourly rate for installation when [redacted] handed my husband the invoice on Wednesday, December 21, 2016, for work done through that date.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
My response to Gilman’s Revdex.com response
The fact is: When I agreed to purchase the cabinets from Gilman’s Kitchen & Bath I was told, “[redacted] estimates 1 day for himself and helper to install everything - $1500.”
That is what I understood would be the cost when I made the purchase through Gilman’s and arranged for installation. There was never any written documentation as to Time & Material. We only found out about the hourly rate for installation when [redacted] handed my husband the invoice on Wednesday, December 21, 2016, for work done through that date.
 
Thank you, **. Let me know if you need anything else from me.
 
Sincerely,
[redacted]

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