Kitchen World

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below This is quite a discouraging process, and the managers responses are insulting, and leave out many of the facts We know he was coming over on Friday to work on our kitchen and he said maybe Saturday, under no circumstances did we ever think he would work until midnight, this was disturbing to our neighnbors and we had a teenager watching our dog, and this made his job much harder We got home from a hour driving trip at 7:p on a Sunday night, our daughter told us the the installer waited till just before we got home to come over and finsish the job and clean upyes at 9:at night we did send him home as we both had to be at work by am on Monday MrH [redacted] stated that the door openings are covered up in major tear downs, that is not what the contract states, it states " Before your installation is started, we will hang plastic at each archway to the kitchen space to minimize the dust travel " That did not happen, our appliances were not covered up, our doorways were not covered up MrHand stated that per the contract we were told that appliances could be nicked and should have been moved, we were never told that and the contract does not mention appliances at all- It states " Please remove all pictures, valuables, and kitchen furniture from the kitchen space and entry way before we start working in your home." There is no mention of moving appliances, and they should have been covered We are well aware of the shape of our appliances when they were delivered, we had to have an oven door replaced that was damaged upon delivery To have MrHand blame it on another company is disappointing and unprofessional.6.This was a job, we are not surprised that something untoward could have happened during installation etc., what is disappointing is the lack of responsibility that Kitchen World takes for things that can happen, which we were trying to be reasonable about A dollar credit is an insult to us We had hoped for a professional response to fix the damage you caused While the installer was in our home, we came home every night and cleaned, we are workers, we are not complainers I had to come home and clean the inside of my fridge, it was filled with sawdust, I think that is above what I should have to expect I think the installer is talented, but he works by himself, there is no one to help with clean up and moving these heavy cupboards in, no wonder damage occurs The sales person also acknowledged to us that he would have noticed the dent prior to the install, but it was not there We believe mistakes happen, what is really sad about this is the response to Kitchen World, they offered us to take down our negative comments, there would not have been any negative comments if they had good customer service, this will affect any referrals that we night have given your companyRegards, [redacted] ***

Thank you for contacting me againI would like to respond as best as I can to the concerns you have raised
Our installer I think went above and beyond to get this installation finished in readiness for the homeowners return from their trip and to make sure everything was completed before he himself left on his own tripThe alternative was to put off completion until a later dateAgain I think this demonstrates great commitment by our installer
With regards to the Sunday, my installer had indicated that there had been a number of communications between he and the homeowner regarding meeting at the house at approximately the time they were due to be home in order that he could do any final adjustments and final clean up and give them a chance to review the installation together with him before he left for vacationThe homeowner was well aware of the time and the arrangementIn fact the homeowners daughter I understand arrived home prior to the installers arrival to the house
The homeowner did review the installation with the installer and as they stated they were there with him between 7.30pm and 9.30pmAt no time during this time and looking at the installation with him did they indicate any dents or scratches on the refrigerator
As previously indicated the homeowner allowed the installer to leave and said they would finish any clean upThere is a chance that they inadvertently and unknowingly dented and scratched their refrigerator while they were doing clean upBut I do not know and I am not making accusationsAs I indicated before, no one really knows how or when the dent and scratch occurredI think it is unfair of the homeowner to automatically blame the installer especially when they had looked over the installation with him before he left the house
Yes, our installation guidelines indicate that we will hang plastic over doorways, but as I indicated before on cabinet only installations that involve no tear out ,no drywall or tile work, typically we do not hang the plastic as there is very little dust created from installing cabinetry onlyAny cutting that is done is done in the garageThere is some dust/wood chips resulting from drilling screws through the cabinetry but the majority of this falls inside the cabinetsThis was a cabinetry only installation .No tear out, no drywall , no tile work ,no paintingThe installer did cut a small trim molding in the kitchen, and indeed indicated to me that he did hang a drop cloth over the main archway separating the kitchen from another roomThis was done when the homeowner was not there
I understand The homeowners were present for a number of days during the installation and at no time requested that the installer hang any sort of drop cloths or plastic to cover any doorwaysIf the request had been made the installer would gladly have obliged
Again I must state that our paperwork clearly discusses dust and cleanup needed to be done by the homeowner after we have left the jobDust travels no matter what precautions you take
We do not specify a list of items to be movedValuables is not a specified list of itemsIt is any item left in the kitchen
The homeowner left appliances in the kitchen and did not ask to have them covered.The homeowner could have arranged to remove the appliances or cover them alsoThey did not
I did not blame the appliance company for damaging the applianceI would ask the homeowner to read again my comments regards to the applianceI think they are totally misunderstanding my intensions and that I was trying to be helpful and offer a suggestion as to how any unnoticed damage "may"still be under warrantyThat is all I was doingAgain, we did not supply the appliance, and I do not know how long the appliance had been in the house and I do not know the warranty's that pertain to the appliance in question
The installer went at a later date to look at the refrigeratorHe said that the home owner had to shine a flashlight to show the scratch and look at the scratch, he said at an "upside down angle" in order to see itThe dent was closer to the bottom of the refrigeratorThere was also a dog in the houseThe homeowner indicated that he had a dog sitter who also had unsupervised access to the houseMy installer also told me that when he went to the house on the Saturday, the door was lockedMy installer called the homeowner and found out that the dog sitter had lost the house keys and they were arranging for a locksmithIn the meantime the homeowner asked the installer to slip the lock with his credit card to gain access to the house in order that he could work.I think the installer may have also needed to go to the dog sitters house
As you can see there were a number of people including the homeowners who had access to the house
I am somewhat upset that after all the great work done by the installer ,his commitment to complete their job,and all the surrounding circumstances, the homeowner continues to point blame at the installerVery unfair
The offer of the dollars or a gift card to a restaurant of their choice was meant as a goodwill gesture, it was not an offer of compensationIt appears that the homeowner is rejecting my goodwill gestureI will therefore respectfully withdraw my offer
Sincerely,
Paul H***
General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is quite a discouraging process, and the managers responses are insulting, and leave out many of the facts1.  We know he was coming over on Friday to work on our kitchen and he said maybe Saturday, under no circumstances did we ever think he would work until midnight, this was disturbing to our neighnbors and we had a teenager watching our dog, and this made his job much harder2.  We got home from a 7 hour driving trip at 7:30 p on a Sunday night, our daughter told us the the installer waited till just before we got home to come over and finsish the job and clean up. yes at 9:30 at  night we did send him home as we both had to be at work by 6 am on Monday.  3.  Mr. H[redacted] stated that the door openings are covered up in major tear downs, that is not what the contract states, it states " Before your installation is started, we will hang plastic at each archway to the kitchen space to minimize the dust travel.  "  That did not happen, our appliances were not covered up, our doorways were not covered up.4.  Mr. Hand stated that per the contract we were told that appliances could be nicked and should have been moved, we were never told that and the contract does not mention appliances at all- It states " Please remove all pictures, valuables, and kitchen furniture from the kitchen space and entry way before we start working in your home."  There is no mention of moving appliances, and they should have been covered.5.  We are well aware of the shape of our appliances when they were delivered, we had to have an oven door replaced that was damaged upon  delivery.  To have Mr. Hand blame it on another company is disappointing and unprofessional.6.This was a 28000 job, we are not surprised that something untoward could have happened during installation etc., what is disappointing is the lack of responsibility that Kitchen World takes for things that can happen, which we were trying to be reasonable about.  A 75 dollar credit is an insult to us.  We had hoped for a professional response to fix the damage you caused.7.  While the installer was in our home, we came home every night and cleaned, we are workers, we are not complainers.  I had to come home and clean the inside of my fridge, it was filled with sawdust, I think that  is above what I should have to expect.8.  I think the installer is talented, but he works by himself, there is no one to help with clean up and moving these heavy cupboards in, no wonder damage occurs.9.  The sales person also acknowledged  to us that he would have noticed the dent prior to the install, but it was not there.10.   We believe mistakes happen, what is really sad about this is the response to Kitchen World, they offered us 75 to take down our negative comments, there would not have been any negative comments if they had good customer service, this will affect any referrals that we night have given your company. Regards,  [redacted]

Thank you for contacting me.
I did have conversation's with the homeowner regarding his concerns. First I would like to thank the homeowner for his kind comments regards to the high quality of the carpentry work performed by our installer who installed his kitchen cabinets. I also would like to...

thank him for his business.
Regarding scheduling, we never guarantee a date to start a job. Paperwork provided to the customer clearly indicates that dates are tentative and that we do not guarantee the start date or the amount of time the installation will take.
Due to the fact that the homeowner was going out of town and that our installer was also due to go on vacation an arrangement was made that our installer would work on the weekend. Our installer did work late hours in order to complete the installation. My installer indicated that he was in communication with the home owner while the homeowner was out of town.
With regards to clean up, our installer was cleaning up when the customer arrived home.The homeowner offered to finish the cleanup and allowed our installer to leave.
Our paperwork clearly indicates that Kitchen World cannot guarantee that valuables in the kitchen space will not be nicked, scratched or damaged during the installation process. Having said that,our installer believes that he did not scratch or dent the refrigerator that was in the kitchen during the installation and was extremely careful. Our installer has been installing for Kitchen World for over 20 years. In act no one can say how the scratches and dent were made.
I did ask for the model number of the refrigerator and serial number in order to check the cost on any replacement parts, and I also said that I wanted to talk to our installer upon his return from vacation before I contacted the homeowner again. I was not agreeing to replace any parts and cover the cost of the replacements.
After my conversation with our installer and his belief that he did not damage the refrigerator,I called the home owner and indicated that Kitchen World would not replace any parts to the refrigerator.
I informed the homeowner that some appliance manufacturers have a concealed damage or cosmetic damage warranty and that the appliance may possibly be still under such a warranty,if indeed offered by the manufacturer. Damage may be noticed after delivery and unpackaging.I understand the refrigerator was new and recently delivered, and thought that this might be an option for the homeowner if perhaps the scratch and dent were there and no one had noticed.
During a major installation that may include tear out, drywall work etc. we would close off the doorways and vents plastic, but this was a basic installation of cabinets only involving no tear out or drywall work, and typically then we do not need close off the room.
We do let homeowners know that dust has a way of travelling throughout the home and that there may be some residual dust after we have left.
Although we are careful we cannot guarantee that there may not be minor nicks in the room. We do inform customers of this in our paperwork.
We strive to do first class work in a challenging custom industry.
I would like to offer that our installer touch up any minor nicks in the ceiling and even though we do not know who scratched the refrigerator, I would also like to offer the homeowner a $75.00 credit or gift card to a restaurant of his choice as a goodwill gesture.
Sincerely
Paul H[redacted]
General Manager