Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ The customer was upset that they have a panel and a door where the wood is crackingKitchen Craft management went out to site within hours of receiving this complaint and a resolution was madeWe offered the same solution we offered to the customer before which was we will honor our warranty on the parts and the customer will pay for the labor to installThe customer agreed to this on his contract and again todayThe parts have been ordered and customer will be contacted once they arrive so he can pay for the labor and set up an installation date
To whom it may concern. I personally went to this customer's home and offfered to resolve his concerns. He wanted 100% of his money back as he had just lost his job after he paid for new cabinets and countertops. Below is the last correspondence with him offering to pay for...
everything. To date, we never heard back from the customer and feel that we were more than just in what we were offering him for compensation.Regards, [redacted] To: [redacted] <[redacted]> Subject: RE: Kitchen Craft - [redacted] - Next Service Without prejudice:[redacted], your cabinetry and countertops are 100% complete as per our signed, binding contract . As far as compensation is concerned, you have been upgraded from the laminate you paid for to Quartz which was a $10,000.00 upgrade for free as [redacted] felt they were trying to make you happy because you were upset.Kitchen Craft agreed to reimburse you for 40 hours’ worth of your “wasted times and missed appointments” even though this is standard protocol for us to perform service trips to complete your job which we’ve done. This is also mentioned in our contract you signed and which I’ve mentioned we will compensate you at $50.00/hour because we too are trying to make you happy. We have also agreed to give you an additional $1000.00 for you to fix/repair your floor, paint walls yourself and touch up the caulking performed by others on the ceiling. When you, [redacted] and I discussed this on the phone on September 1st, I mentioned that your repairs bills were far too expensive for your ceiling repair as I had discussed this with one of our builders who stated $500.00 would be easily enough to touch this up on any retail job and you mentioned to [redacted] and I that you told your ceiling touch up guys to “Hose us (Kitchen Craft) on the price as you weren’t paying for it”. [redacted], our offering again is to reimburse you the $3000.00 which is extremely fair and will do so gladly. Best regards, [redacted] General Manager, Edmonton Stores [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/05/04) */
The customer was upset that they have a panel and a door where the wood is cracking. Kitchen Craft management went out to site within 3 hours of receiving this complaint and a resolution was made. We offered the same solution we offered to the...
customer before which was we will honor our warranty on the parts and the customer will pay for the labor to install. The customer agreed to this on his contract and again today. The parts have been ordered and customer will be contacted once they arrive so he can pay for the labor and set up an installation date.
Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ The customer was upset that they have a panel and a door where the wood is crackingKitchen Craft management went out to site within hours of receiving this complaint and a resolution was madeWe offered the same solution we offered to the customer before which was we will honor our warranty on the parts and the customer will pay for the labor to installThe customer agreed to this on his contract and again todayThe parts have been ordered and customer will be contacted once they arrive so he can pay for the labor and set up an installation date
To whom it may concern. I personally went to this customer's home and offfered to resolve his concerns. He wanted 100% of his money back as he had just lost his job after he paid for new cabinets and countertops. Below is the last correspondence with him offering to pay for...
everything. To date, we never heard back from the customer and feel that we were more than just in what we were offering him for compensation.Regards, [redacted] To: [redacted] <[redacted]> Subject: RE: Kitchen Craft - [redacted] - Next Service Without prejudice:[redacted], your cabinetry and countertops are 100% complete as per our signed, binding contract . As far as compensation is concerned, you have been upgraded from the laminate you paid for to Quartz which was a $10,000.00 upgrade for free as [redacted] felt they were trying to make you happy because you were upset.Kitchen Craft agreed to reimburse you for 40 hours’ worth of your “wasted times and missed appointments” even though this is standard protocol for us to perform service trips to complete your job which we’ve done. This is also mentioned in our contract you signed and which I’ve mentioned we will compensate you at $50.00/hour because we too are trying to make you happy. We have also agreed to give you an additional $1000.00 for you to fix/repair your floor, paint walls yourself and touch up the caulking performed by others on the ceiling. When you, [redacted] and I discussed this on the phone on September 1st, I mentioned that your repairs bills were far too expensive for your ceiling repair as I had discussed this with one of our builders who stated $500.00 would be easily enough to touch this up on any retail job and you mentioned to [redacted] and I that you told your ceiling touch up guys to “Hose us (Kitchen Craft) on the price as you weren’t paying for it”. [redacted], our offering again is to reimburse you the $3000.00 which is extremely fair and will do so gladly. Best regards, [redacted] General Manager, Edmonton Stores [redacted]
[redacted]
[redacted]
[redacted]
Initial Business Response /* (1000, 5, 2015/05/04) */
The customer was upset that they have a panel and a door where the wood is cracking. Kitchen Craft management went out to site within 3 hours of receiving this complaint and a resolution was made. We offered the same solution we offered to the...
customer before which was we will honor our warranty on the parts and the customer will pay for the labor to install. The customer agreed to this on his contract and again today. The parts have been ordered and customer will be contacted once they arrive so he can pay for the labor and set up an installation date.