Inspiration Design Center

This customer is receiving a $credit to offset expenses occurred during the process IDC also moved the install date week to assist in the timing (We understand this is still a lag, and has been frustrating, we appreciate the customer's patience during an incredibly busy time of year for us)The cabinets do need to be built up, homeowner is aware and taking care of that, we will then reinstall one piece on Friday the 1st, and have the job 100% completedThank you,Katy [redacted] VP of Sales and Marketing

Inspiration strives to provide an excellent customer service experience right from the start The sales person you worked with did not communicate effectively throughout this process and is no longer with Inspiration We are sorry that you did not have a satisfactory experience and have started the process to refund your $design retainer

We understand this has been a frustrating experience for both parties, at this time we will not be offering any further compensation The $credit was due to the stove being very antiquated we were unable to find a replacement part Other complications we had with this projects was showing up 2x to i8nstall and the home was not ready First being cabinets were not built up, and all parties were aware this was needed, and they would be taking care of (Not to be done by IDC) Other time for install we could not access the homeowner was not on sight to allow access due to spec to, and did not make us aware (After the fact he mentioned he left a key under the mat, but we were unaware of this at time of install).We consider this nob complete.Katy [redacted] VPSalES

Inspiration takes great pride in delivering an exceptional full service experience to each and every customer and when we fall short of those expectations we work very hard to correct any mistakes that we made on our end We acknowledge that the person who sent out the measure technician three times made the wrong decision and also used the wrong cooktop measurements when drawing up the countertop As a company we reviewed these mistakes so that they don’t happen again Unfortunately, that doesn’t fix what happened on this project While we can control the cutout measurements, we cannot control whether or not a piece of natural stone breaks, which also happened on this project Because it was a closeout stone and it was the last piece, options were very limited We are willing to refund the cost of the digital layout because the homeowner wasn’t able to receive the full benefit of it due to the incorrect cooktop measurements being used on the originally selected slab Regarding the damage to the wood floor and cabinet door, it is our standard to fix any damage that has resulted from our installation team No one, including the sales person, the production coordinator, the install manager, or the general manager were made aware of any damage Therefore we were not even given the opportunity to fix the gouges The gap between the countertop and the wall is due to an imperfection in the wall There was a discussion with the homeowner that the wall would need to be fixed because you would see the imperfection in the tile backsplash We discussed that the repair could be done several ways, either by the tile person building out the wall or by having a drywall person mud the wall out to even out the imperfectionThe homeowner did have a full understanding of this and spoke that they would take care of it In our last conversation, the homeowners mentioned they were satisfied with the countertop and we were working on a solution for their backsplash We are willing to design the backsplash and work out a discounted price on the tile for the homeowner to install themselves

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Although it doesn't come close to covering the weeks of time that was lost due to their inefficiencies, I guess getting reimbursed for the digital layout is the best I can expect to receiveMarti, Theresa, or Steve can give me a call if they need any credit card information for the reimbursement. Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because:
That doesn't address any of the times they screwed upAs for me not being there, I called probably more than a dozen times during business hours and never got throughI finally left a voicemail early in the day a day or a couple days before the drivers were scheduled to arrive at 4pmI found out when they were planning on coming from my cupboards guy at BoxBlu because the last I heard from Inspiration it would either be "Monday or Tuesday" The week delay that resulted was because up until recently no one was answering the phones and no one checked the voicemail a minimum of hours before the drivers went outThen they didn't call when they were supposedly thereOne good thing is Inspiration has started answering the phones recentlyBoxBlu said he was having the same communication problems I was havingIf the cupboards had been built up or not the counter still wouldn't have been put on because the sink was 2" too large to fitThere is still the cm gap between the wall and stoneI believe I had a reasonable assumption of competence when I picked the exact stones and signed the price in person back in August

We understand this has been a frustrating experience for both parties, at this time we will not be offering any further compensation.  The $250 credit was due to the stove being very antiquated we were unable to find a replacement part.  Other complications we had with this projects was showing up 2x to i8nstall and the home was not ready.  First being cabinets were not built up, and all parties were aware this was needed, and they would be taking care of (Not to be done by IDC)  Other time for install we could not access the homeowner was not on sight to allow access due to spec to, and did not make us aware.  (After the fact he mentioned he left a key under the mat, but we were unaware of this at time of install).We consider this nob complete.Katy [redacted]VPSalES

Inspiration strives to provide an excellent customer service experience right from the start.  The sales person you worked with did not communicate effectively throughout this process and is no longer with Inspiration.  We are sorry that you did not have a satisfactory experience and have...

started the process to refund your $1500.00 design retainer.

This customer is receiving a $250 credit to offset expenses occurred during the process.  IDC also moved the install date 1 week to assist in the timing.  (We understand this is still a lag, and has been frustrating, we appreciate the customer's patience during an incredibly busy time of...

year for us). The cabinets do need to be built up, homeowner is aware and taking care of that, we will then reinstall one piece on Friday the 1st, and have the job 100% completed. Thank you,Katy [redacted]VP of Sales and Marketing

Inspiration takes great pride in delivering an exceptional full service experience to each and every customer and when we fall short of those expectations we work very hard to correct any mistakes that we made on our end.  We acknowledge that the person who sent out the measure technician three...

times made the wrong decision and also used the wrong cooktop measurements when drawing up the countertop.  As a company we reviewed these mistakes so that they don’t happen again.  Unfortunately, that doesn’t fix what happened on this project.  While we can control the cutout measurements, we cannot control whether or not a piece of natural stone breaks, which also happened on this project.  Because it was a closeout stone and it was the last piece, options were very limited.  We are willing to refund the cost of the digital layout because the homeowner wasn’t able to receive the full benefit of it due to the incorrect cooktop measurements being used on the originally selected slab.   Regarding the damage to the wood floor and cabinet door, it is our standard to fix any damage that has resulted from our installation team.  No one, including the sales person, the production coordinator, the install manager, or the general manager were made aware of any damage.  Therefore we were not even given the opportunity to fix the gouges.    The gap between the countertop and the wall is due to an imperfection in the wall.  There was a discussion with the homeowner that the wall would need to be fixed because you would see the imperfection in the tile backsplash.  We discussed that the repair could be done several ways, either by the tile person building out the wall or by having a drywall person mud the wall out to even out the imperfection. The homeowner did have a full understanding of this and spoke that they would take care of it.       In our last conversation, the homeowners mentioned they were satisfied with the countertop and we were working on a solution for their backsplash.  We are willing to design the backsplash and work out a discounted price on the tile for the homeowner to install themselves.