Infinite Quest Cabinetry Corp

Complaint: *** The total timeframe for the project once the client settled on their home was months * All items stated on order and order were delivered and installed * Up until this correspondence, We were not aware of any defective items* Please read my response and lets focus on the present and getting this resolvedKindest Regards,Amanda B***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:While Infinite Quest has accepted to fix some of the defects and deliver one of the unfinished items, they must finish the remaining defective items and deliver the ones that have not been delivered per contractWe are not asking anything above and beyond the contractThe attached document captures the list of acceptable fixes, and the ones that they must fix and deliver per contract.Regards,
*** ***

February 6, 2017Infinite Quest Cabinetry is a small woman owned custom designer and manufacturer of cabinetry. Our products are a higher end product, much different than what is found in the home stores. We are a small business and the business grosses less than $240,000 a year. I, Amanda B[redacted] am...

the sole owner of the corporation, I am a cabinet maker and have been making cabinetry since 1985. My husband Reza B[redacted] and my son Bijan B[redacted] work for me as well. We prefer to manufacture in our shop Monday through Fridays and on weekends we do measurements & installations. When projects come into our shop, they are given a timeslot in which to complete work. The [redacted] timeline ran way over due to the fact Settlement was delayed. Settlement was originally scheduled for Dec 2015, the property was finally closed on in June 2016. By the time they were ready to go with settlement, we were involved in other projects. [redacted] writes that I did not return phone calls, emails, texts; these correspondences were returned, however they are very picky and impatient. When they want an answer then, they do not want to wait. They refer to a trip to our facility in Red Lion on a weekend, I am not normally in my facility on weekends.Background a) The [redacted] project is a referral from another client. The initial phase of the contact was the design phase, I worked every day and many times late into the evening to design and make changes from August 10, 2015 to October 15, 2015. b) My husband and I visited their new home site twice during August to November. c) We discovered after the contract had been signed, that we would not have access to the site till after the [redacted] settled. d) This was a new home build and the Builder had issues with [redacted] and limited their access and access to their subcontractors (includes us, others may have been affected). e) [redacted] had told us she was picky and she nags a lot. On trips to their site for measuring & installation other contractors also complained about her nagging and being picky. f) The measurements we worked off of were rough measurements taken at a September 2015 visit to the site. No drywall was in place at that time. We also had another visit to their former home to discuss in detail the library. g) The initial closing on the property was scheduled for Dec 2015, this was delayed multiple times and closing finally occurred June 2016. (attachment 5, notice of settlement date). h) The builder realized late November 2015, that the dining room cabinets needed to be installed prior to the granite being installed in the kitchen. The dining room cabinets fit up against the back of the kitchen cabinets and the granite continued over the dining cabinets. i) We went out of our way to manufacture these cabinet boxes, including painting exposed ends, quickly (less than 2 weeks), and have them installed so we did not create a delay. i) The client had instructed the builder to build an arch between the dining room upper glass door cabinets to continue the existing pass through arch.(1) The builder attached the arch solely to the dining room cabinets. The attachment of the arch is considered a modification to the cabinetry and voids any warranty to the cabinetry,(2) When we were finishing the installation of the dining room doors, it was discovered the attachment of the arch in this manner has pulled on the cabinets and the cabinets to the left of the arch are pulled so they are not square. During the installation we pointed this out to [redacted] and his wife came right home from work to see the problem. Due to being pulled off square the door adjustment is slightly off on this cabinet.j) The cabinet boxes for the dining room were installed Dec 14, 2015, (attachment 4 - text with builder on arrival, Attchment 7 pic of arch installed by builders). k)We came out to the property after they closed to verify measurements so that we could complete the construction of their products. (attachment 5, notification of closing).  (1) Most of the items for their project had been cut and were waiting for measurements to be checked before final staining and assembly.2) Order #1 and manufacturing agreement, signed 10/16/2015 for custom cabinetrySee attachment 1 a) Dining Room (attachment 10)b)i) ii)Cabinet boxes installed 12/14/2015 In a discussion/text August 30, 2016, ( attachment 19, demand for glass shelves) it came to light that the client expected glass shelves in the upper cabinets in the dining room. I write a detailed list of items that are included in the order, and glass shelves were not listed. ( Attachment 1, page 3) (1) They repeatedly pushed me on this issue. I repeated over and over thesewere not part of the order. (2) I purchased the glass shelves again a cost to me of $162.40 (Attachment18)iii) After the other areas were completed, we began working on the dining room.Because order 2 had cabinetry items for the dining room, order 2 was installed first. Then we installed the remaining mouldings from order 1, since the base mouldings also wrapped around the tall end cabinet, then the doors were installed last so they would not have to removed during the installation of other items. Completed 12/18/16.Study - Library bases (Attachment 9) August 2016 completioni)Feb 2016, client insisted on using [redacted] product for the stain on this item. I explained it would not look same as her floors and sent sample in Feb 2016, Finally she agreed to a color from my color line. I had items waiting to be stained at this time. Several week delay in production due to this back and forth on color. When we checked measurements on June 11, 2016,(Attachment 5) the client said that the height of the library cabinets was to go taller than the drawings he had signed ( Attachment 6). The initial drawings showed 78% high. We had already cut the sides to 78% high. He demanded that his library have 96” high upper cabinets.(1) He refused the fact that he signed the drawings specifying the size, he wanted taller and did not want to pay for them. We had to order new material and recut the sides, machine and finish them. We absorbed the material cost of $2661.12 and $750 in labor costs. (Attachment 20)(2) We also noticed an angled area to the left of the door in the Library. This was not on the original set of plans that we were working from. This area had to be reworked to accommodate that angled space. They were not charged for additional work required to handle this modification from the original plans.iii) When we arrived on Saturday July 30th to begin library installation, we had difficulty getting items into the home due to large piles of stone on the driveway, on the walkway, and in front of the stairs. (Attachment 22)iv) We had help available to assist in bringing the items into their home. **.v)[redacted] insisted on helping, he was actually in the way, but we tried not to be rude. On September 22, 2016 we were notified that there was a problem with one of the library units. The amount of weight that was supported due to the increased height, needed an additional fixed support shelf. (l) We asked the client to remove the books and we would be over to take alook at the issue on the weekend. The distance from Laurel to our business location in Pennsylvania is 1.5 hours, and the distance from our business to the [redacted] residence is over 2 hours. So we prefer to see clients on weekends in order to avoid extended drives during rush hour and so they do not have to leave work early . We also cared for my mother in law and it was easier to get away on weekends. (2) On Sunday September 26, 2016 my mother in law passed away suddenly in our arms. This was a huge shock since she was not ill, my husband and I struggled and still experience grief from this traumatic event. We postponed going to fix the issue till the burial was taken care of and we were able to think straight, originally I anticipated being over later the week of her death, however it was not possible since the death/burial arrangement process was more drawn out than we had hoped (Attachment 12). The following week we were in a motor vehicle accident, we were struck from behind and both of us experienced multiple trips to the ER/DR & Hospital stay. While I was in the hospital, I was medicated and was having issues receiving a good connection in the hospital. It was at this time the [redacted] showed up at my Sons work in Arlington (Attachment 23) (3) It was at this time, The [redacted] decided to call & text in Farsi to my husbands personal phone, instead of contacting me directly through the business. My husband mainly used his phone for contacting his mother, he does not receive any business related through his phone. We realized this late in October. (4) Thursday Oct 13, 2016, my son visited the [redacted] home and tookpictures. I instructed my son to bring several shelves So I can drill them to become a structurally supporting part of the cabinet instead of just an adjustable shelf. (5) The shelves were drilled and reinstalled. The taller cabinetry will bear theweight with no more additional modifications needed.c) Closet Organizer - All items installed 07/02/16 except Mirror door 08/14/2016(See attachment 8)i)ii)According to the contract the client is supposed to have the site ready. Upon arrival it was very difficult to access their home, there was a huge pile of gravel that made it very difficult to carry large objects into the home. [redacted] offered to assist bringing in the organizer unit due to the difficult circumstances. The final piece to be installed was the mirror door, 08/14/2016.3) Order #2 signed August 14, 2016 see attachment 2a) Additional dining room cabinetry (see attachment 10) completed 12/18/2016b) Pantry cabinet Completed 12/18/2016 (Attachment 11)i)ii)Client was informed pricing did not include a glass shelf in the upper portion of unit. I spoke with my supplier and decided it was not in my best interests to accommodate this request. Client was quoted S300 from a local supplier, they paid to have this item made. Client was responsible to demolish the existing pantry,(attachment 2). Client pressured us to help them with removal, this is not in our scope of work. We assisted them and they were not charged for our time.iii) The area above the pantry was the responsibility of the client to securesomeone to redo the drywall. We were present on at least one occasion whilethey fought about money and the construction, [redacted] said to [redacted] “If you would just pay people you could get someone to do thework.'(1) The toe kick area was supposed to be the same base board that was used in the home and client was to handle that item.(2) They pressured us to make a pieces for both above and below the pantry. These pieces are primed and painted multiple times. They offered no compensation.c) Vanity cabinet and a bead for placement below drywall shelf. These items wereremoved from contract 12/16. d) They requested a shelf to be built for next to their kitchen door (attachment 17) 4) SUMMARYa) All items for contract 1 & contract 2 were delivered and installed final completion12/18/16.i)Final Payment: I was told when I was onsite Dec 15, 2016 and requested payment of 6,500, the client said they would pay $5000 and the balance wouldbe paid on December 18, 2016 when we completed installing doors on(1) I had forwarded the current statement to the client on Dec 16, 2016, see(attachment 3).[redacted](2) Handles were not purchased through my company. We drill for handles as a courtesy. Handles were provided by client, the client is responsible to put the handle on. (3) Upon completion on Dec 18, 2016, The client refused to pay me thebalance. All items on both contracts were completed and installed at that time. (See attachment 1&2, on the order sheets it states “Balance due at Delivery’). They signed both documents, this is stated on both. ii) Clients complaint(1) I am the sole owner of the company. My husband works for me. (2) On Dec 18, 2016, I scheduled myself and my son to attend to hanging the cabinet doors, adjusting the doors, drilling for handles, and installing the pieces of moulding above and below the pantry (these were not part of the contract). I completely adjusted all of the doors to acceptable tolerances. I told them and we showed them how they could change any of the adjustment in the future if they desired. (a) [redacted] brags that he has woodworking experience, this onlyinvolves the turn of a screwdriver. (3) Knobs were not purchased through our company. I drilled holes for thehandles as a courtesy. I told the client it was their responsibility to put the handles on. b) Refusal to pay balancei) Client said they wanted three more things done and then they would pay me, (1) Supply and install Moulding for above the two tall cabinets with glassdoors in the dining room. (a) The initial contract had crown, please refer to Attachment 11,removal crown. Area is too small for crown must be a scribe moulding. (2) Supply and Install Moulding next to tall library cabinets, this is adecorative piece, (not necessary for structure). (3) Place a backing on the inside of the mirrored door for the organizercabinet. (a) She has referred to this door as defective; it is in no way defective. We have repeatedly told them that we normally do not supply additional backing on a mirror. Her mirror is a heavy 3/8 glass. They refuse to accept this, and demand I supply a backing. She used this mirror from August through January 6" when we picked up the door to install a backing. (b) I picked up the mirror door on January 6, 2017 at 9 am. This was tofulfill their request to place a back panel on the mirror door, at my expense, and we needed to do this in our shop.ii) I notified them three times regarding payment request prior to my scheduledvisit to accomplish these three items. (1) I emailed the client on January 12 see (attachment 13)that the "Finalpayment is due by cashiers check when we arrive this weekend. Will Coordinate arrival day/time via text on fri." No Response.Infinite Quest Cabinetry Corp Infinited St(a)yahoo.comDH 1196,2484February 6, 2017(2) I Texted Client on Friday January 13 same information, client respondedper contract cash or personal check per contract. (attachment 14(3) I texted again on Saturday to confirm payment but client said he wouldprovide me with a personal check. I stated I must receive cash or cashiers check only (attachment 14).(4) Also I require payment when we arrive. He is welcome to inspect theseitems in my truck, however I refuse to take them into their home without payment by a Secure method in advance. He has Strung me along on When I am trying to get paid for my services. I want to be done with this project and get my final payment. I prefer cash or cashiers check, client has consistently declined or delayed to pay me what was asked. ( attachment14)iii) PAYMENT HISTORYOriginal Contract10/15/16In addition to discount they insisted on an additional discount S800Original contract10/15/16Paid deposit as agreed $11,000Original contract 2" | 08/10/16payment prior toAsked for this in July, they refused. $3000deliveryContract 2 08/05/16 insisted on changing the price we charge to custommanufacture items. Attachment 2Contract 2 08/05/16 Paid deposit after adjusting items costsContract 2 08/05/16 Incurred fee for using credit card, see both orders,detailed in larger lettering is the fee information. Client became upset and wanted to do a charge back so he wouldn't have to pay fee. Told him this would only incur more fees for me.Contract 1 12/16/16 | Request 6500 check, client only provided $5000.promised to pay balance when we returned on the 12/ 18/16.iv) Credit Card Charge back(1) Client initiated steps for a charge back of the only portion of this project which was paid for by credit card, contract #2. (attachment 15 client services charge back) (2) I have responded to merchant services in regards to this ( attachment 16,response to merchant services)v) Items/changes not receiving compensationThese are items that they demanded, they would not listen to reason and in some cases cried and had temper tantrums in our presence.DateDescriptionCost07/05/16Additional material to remake the study/library S2661 - 12c)d)cabinetsLabor costs to recut, machine, and sand the parts 750 12/09/16 Glass shelves for Dining room 16240 12/14/16 Pieces for above and Below pantry plus install labor 160 08/2016 Demolition of pantry 150 12/14/16 Custom shelf cabinet for area next to kitchen door 350 01/12/17 Moulding for next to library cabinets 240 01/12/17 Moulding for above two glass cabinets in dining 160OO 0 1/12/17 Backing for the mirror O TOTAL 4743.52Certified etter i) Client sent me a certified letter, the last few weeks we were completing acommercial project and have been working nights and some days at the job site. By the time I received the notice the post office has returned the letter. I have emailed the client today and requested an email of their letter ( Attachment 21.) As of the time this document was sent to you, I have not received a reply. Clients project was delayed due to the delay in closing which prevented us from getting final measurements and party due to their addition of items to the project. Client has placed final payment on contingent of us supplying additional items at no additional cost. Due to Client seeking a charge back and the fact many times he has not paid what was requested, we have requested final payment in cashiers check or cash prior to entering their home. (Attachment 13 & attachment 14). Client has already received $4743.52 worth of additional goods and services at no charge. My margins are already slim on projects and this has dramatically impacted my business. Due to the complexity of this project, it has taken me several days to gather all the documentation for this Revdex.com complaint and the Merchant services charge back. As a small business owner this has taken much needed time from an already tight schedule.Thank you for your time and assistance in resolving issues related to the [redacted] project.