Kitchen & Window Wholesale inc

We were contacted by Mr. [redacted] to give him an estimate for a kitchen. We were told that he had dismissed his contractor because he was moving too slow. When we arrived to measure, the house was in a state of remodel. There were three walls yet to be removed from the kitchen area and we had to...

measure around these walls, with plastic hanging from the ceilings.Mr. & Mrs. [redacted] came to my showroom and selected cabinets that were semi-custom, all wood construction. They gave me a deposit and I ordered the cabinets the next day to try and accommodate their time frame. They called the following morning to see if the order could be rushed. When I explained to them that I could not get the cabinets any sooner than the 4 week lead time they were given, they inquired about a stock cabinet. Mr. [redacted] came here to see the [redacted] Cabinet line and agreed to go with that cabinet. I explained to him that this was an all wood cabinet like the one he had originally ordered but was not of the same quality as his first choice. We had to make changes in the design to accommodate [redacted]’s offerings. Due to the changes and additional material requested by Mr. [redacted], there was a price increase. Mr. [redacted] agreed to this. We ordered the [redacted] Cabinets and shipped them to Mr. [redacted]. He contacted us approximately 1 week later to say they didn’t fit. He scheduled us to come out and go over the layout. He was not present when we got there. We reviewed the layout with the new contractor and he agreed to rearrange two cabinets and I would replace two cabinets.We received another call from Mr. [redacted] about 1 week later with complaints about scratched and discolored doors, cabinets with bowed frames and sub-quality workmanship. I would like to point out at this time that we were getting an average of three calls a day from Mr. [redacted], asking questions and wanting prices for more material to cover posts around an island cabinet. Each time Mr. [redacted] called, he would start yelling about the quality of the cabinets. I had been out once to recheck measurements and my warehouse man had been out to look at quality complaints and pick up one damaged cabinet. I did tell Mr. [redacted] that I didn’t have time to hold his hand throughout the installation of this kitchen. I requested the sales rep for [redacted] Cabinets to go look at the job because only he could do anything about Mr. [redacted]’s complaints concerning quality of the cabinets. The representative agreed to give him a new lazy susan cabinet and 9 new doors. Mr. [redacted] asked the representative to give him enough crown moulding to do the kitchen and family room as a compensation for his aggravation. This request was denied by the [redacted] rep.Mr. [redacted] was not happy with the design of the base lazy susan cabinet even though he was getting a free replacement. This was the only base lazy susan in the [redacted] product line. I offered to have a lazy susan custom made to match what he had originally ordered and I was told no that he would take me to court. As can be expected things went downhill from here. Each time he would call, he would yell. I told him I did not have to put up with his abuse. He had ordered additional materials and upon delivery of these items, he was not at home to accept delivery or pay the invoice. When I talked to him about it, he said that he wasn’t going to pay, that I should give the material to him. Mr. [redacted] had previously given us a $1000.00 deposit for his granite countertops. I informed him I would deduct the cost of this material ($450.00) and refund the balance as well as cancel the order for the granite. Since he had threatened to take me to court, there was no reason to believe he would pay for the granite countertops. Mr. [redacted] came in the following Monday morning and said he no longer wanted the extra material and brought it back to us. He also said he did not want his deposit back, he would instead use that deposit to purchase crown moulding that the [redacted] rep would not give him. He also apologized for his previous behavior. I apologized to him, we shook hands and agreed to put all the past behind us. He agreed to send his contractor in to settle a compensation for his extra time installing the warrantied kitchen cabinets. It was my understanding that everything was okay and past differences had been resolved. Then when I received this letter of complaint, I was totally shocked.The obvious problems with this job were Mr. [redacted]’s anxiety over his time frame and the extra costs involved in this extensive renovation of the kitchen area. We at Kitchen & Window Wholesale have a reputation of going out of our way to meet our customer needs. We feel we did the best we could for this customer. At our last meeting with Mr. [redacted], he seemed to be very satisfied with the outcome of his renovation. His contractor brought pictures to show us the completed install of the cabinets and it did look very nice.If you need any further information from me, please contact me.Sincerely,D. Warren R[redacted] President/Owner Kitchen & Window Wholesale, Inc

.