Heartland Kitchens Ltd.

Paid in full for kitchen and never saw them again. Kitchen not finished.Paid in full for complete kitchen and vanity plus deliver and install. 98% of kitchen is complete and they were supposed to come back and finish but now they don't want to. They told me that they are willing to give me 200 dollars to finish the work on my own ( they left some supplies to finish) and if I don't agree to that...too bad.I was specifically told by [redacted] (owner) that if I complained any further he would send me another bill for chipping out a tile under our island so the plumber could plumb the sink and for having to work in a cold house.I then agreed to the $200 to install the rest myself because I felt intimidated and didn't want another bill that I would have to fight to not pay.I went through the supplies that were left behind to finish but discovered that there aren't enough to finish. At the moment there is no toe kick for the Island and 3 vanities. I haven't started finishing so there might even be more missing.I called to get the rest of the supplies so I could finish but [redacted] (second owner) said he refuses to make any.[redacted] has been really good to deal with because she knows that we are left with an unfinished kitchen and she doesn't feel good about that but [redacted] refuses to help and he's the one that builds and installs the kitchens.In the end my wife and I just want a finished kitchen. We've paid for it and it should be finished. Not by me either. [redacted]Desired SettlementSince I already agreed to accept the $200 dollars to install the remainder myself I would just like to get all the remaining material required to finish.Right now that is toe kick stained coffee bean but that might change once I start; as I'm not familiar with what all comprises a complete kitchen and vanity.

We had ordered our cupboards through Heartland Kitchens Ltd. on August 8/2014. On that day we paid 50% with a bank draft. We were then told the cupboards doors would be ordered within one week of deposit and that it would take around 3-4 weeks till installation. Well on November 3/2014 some of the cupboards were installed and at that time we paid another 35%. We were suppose to pay 40% but with the lack of communication and product we decided to keep 5% until completed. At that time we were told that the doors were not even ordered till October 1. When [redacted] called me in regards to the 5% she stated that the doors were not ordered because I had not decided on a colour? I had my colours picked before I even went there and I didn't hand the colour selection directly to her? I did give them to a staff member. [redacted] There was no trouble taking50%8 weeks prior to even ordering the product. We did state that we would pay the remaining 5% with the last 10% when completed since there is an error in measuring as well so we will be waiting another 2-3 weeks. Now they will not even complete what they have started till we pay the 5% plus extra stating they think we wont pay, which we have done every time they have asked.Desired SettlementWe would just like our cupboards completed and a discount for the inconvenience it has put on my family,as well as the small businesses it has effected on completion of our cupboardsBusiness Response [redacted] ordered her cabinets, put down the 50% deposit, and signed a sales agreement on August 7, 2014. The sales agreement stated that her cabinets were required 'ASAP' and verbally [redacted] was given an estimated delivery date. The terms of the sale were 50% payment was due upon ordering, 40% payment was due upon delivery, and 10% payment was due upon completion.We did not deliver [redacted]'s cabinets when we had estimated. It is unfortunate for all. And we have apologized and offered to pay for her cabinetry handles. [redacted] I don't feel there was a lack of communication as [redacted] indicated in her letter. We communicated a number of times in person, via email, and text message. I do however feel that we did not accurately estimate the production time.[redacted]'s kitchen was not cutlisted immediately as I had fully intended. I was short staffed and incredibly busy, the shop was not ready to start another kitchen because they were behind on two very large jobs, the shop does not have sufficient space to store materials that are not currently required, we do not order doors sooner than they are needed as they are unfinished wood and highly susceptible to changes due to humidity. [redacted] I was ready to custlist [redacted]'s kitchen mid September but held off because of the colour changes [redacted] was proposing around that time. [redacted]. This was not the only reason for the delay as [redacted] claimed I had said. There were many reasons and I explained that to her on the phone. Another delay was that one of the colours came to us tinted wrong and we had to reorder it from our supplier in Saskatoon.[redacted]One week prior to delivery, [redacted]'s designer came into the showroom to inquire about [redacted]'s cabinets. She was upset and asked to speak to both [redacted] and I together to obtain an explanation as to the delay, to get a delivery date, and to see that we were actually working on [redacted]'s job. We explained to her the reasons for the delay and comfortably showed her all that she had asked for. [redacted] was spraying [redacted]'s cabinets when she had arrived. The delivery was then scheduled for November 7. She left satisfied and on good terms.Prior to delivery I phoned [redacted] to make arrangements and remind her that the 40% payment was due upon delivery. [redacted] agreed to pay. I asked [redacted] if she needed a copy of the invoice emailed to her and [redacted] said no, and that [redacted] and her husband [redacted] had already figured out how much they owed. I emailed her an invoice anyhow as this seemed highly unusual. [redacted] handed a cheque to [redacted] on the first day of installation and said to him that other people in the field told her that she deserved a 15-20% discount. [redacted] explained that he could not start the installation without the full 40% payment according to the agreement. [redacted] reassured him that the cheque she just gave him was for the full 40% so he began the installation. [redacted] does not normally collect money and therefore didn't review the invoice prior to delivery. He trusted that [redacted] was being truthful and left the invoice on the table even though when asked she said she didn't need one. The cheque was not for the full 40%; she owed $7,587.01 and paid $6,701.82. The following day, prior to [redacted] returning as scheduled to install cabinets, I called [redacted] to ask why she hadn't paid the full amount. She explained to me that she was dissatisfied with the manufacturing time of her cabinets and that a discount should be given in lieu of time. She said that she had talked to designers and contractors who work in this field and they suggested to her that she deserved a 15-25% discount. She then told me that she thought a 25% discount was too much and that 15% would suffice. A 15% discount would be $2,668.13 and is completely unreasonable (note the full remaining balance at this time was $2,671.76, what she thought was 15%). Giving such a substantial discount would cease to cover our incurred expenses on her kitchen. We were fearful that we would not be paid. She specifically demanded a 15% discount to both [redacted] and I and was holding back 15%. I asked that [redacted] pay the remainder of the second payment. She refused. I then discussed this with [redacted] and we decided that he would return to get the cabinets ready for countertop templates and then wait for payment before returning.On November 14, I received a call from [redacted]'s lawyer. Through a short telephone conversation we agreed that [redacted] would pay the full remaining balance to her lawyer. The $885.19 would be released to us immediately followed by the final 10% 40 days after completion according to The Builder's Lien Act. We received the $885.19 on November 26, 2014 and were back at her house November 27, 2014. After receiving payment we shuffled around our installation schedule as best we could to complete [redacted]'s installation as quickly as possible. It has been a challenge being our busiest time of year, but at the time of writing, her kitchen installation is nearly complete with only a few hours remaining. [redacted] There was an error in measuring to which I have taken full responsibility for. It was my mistake and as such it will be fixed at the company's cost. [redacted] received two larger cabinets and a larger pullout spice rack in lieu of. To remake and install these two cabinets would have taken a few hours and the doors could be put on afterward. There was no real delay here because of the mistake. In fact, [redacted] prepared the site so that countertop templates could be taken on schedule without these cabinets. The replacement doors would take 2-3 weeks.In summary, on this particular job we failed to estimate our production time accurately. We believe the largest contributing factor was the two very large jobs that preceded [redacted]'s. [redacted]