Initial Business Response /* (1000, 7, 2015/07/22) */
Contact Name and Title: *** *** GM Marsh
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@marshfurniture.com
My name is *** ***, I am General Manager with Marsh KitchensI was made aware by my designer , *** *** on or about
7/1/that our customers, the *** were unhappy about the initial installation of their kitchen and bath cabinetsHe asked if I would meet with them at their house and go over review their concerns, I concurred and we met at their residence on the morning of 7/2/The *** were very very upset at the installation of the cabinets and there were indeed, issues with the installationThey also made reference that these were not the cabinets they ordered,citing door style, finish , and construction.Other than the sink base cabinet, that should have been plywood construction,which I offered to replace, all cabinets were exactly as their were specified and ordered.They were , other than touch up ,no quality issues with the cabinetsThe major issues revolved around the installationIndeed , the installer made cuts into the drywall to attempt to line up the cabinets for installation,and although this is not an unheard of method , I agreed after inspecting the alignment of the cabinets, this was not needed and could have been accomplished w/o cutting the drywallThe installer also made outlet cuts for wiring for lighting etc,in the backs of cabinetry that were out of alignment , and additionally would have to be repairedIn the installers defense , he was nowhere near completed as we stopped him and he had to be called off job initially for personal reasonsThis was not a finished jobThe *** were again, very unhappy and very agitatedAs a note ..this job was not text book as the designer that had started and designed this with the *** was no longer with Marsh, *** *** had taken over the job in mid streamThe *** had not been please as well with issues with the original designerAfter leaving the *** house, I decided to offer another installer that I felt could come in and fix all the issues with the installation and drywall, In my years with Marsh, I Have never taken cabinets back, I have never been asked to take cabinets backSo it was my inclination to work out all of the issues and ultimately make the *** satisfied customersTheir response to our offer was that they preferred we take the cabinets back and fix the drywallOnce reading this on 7/3/15, I informed that I would meet them back at their house on Monday 7/6/and it was my intention to comply with their requestI indeed , did that , the *** were very pleasant to me reviewing the options again, asked me if their could think about it over night , as far as removal of our product,I concurredOn 7/7/15, I received an email stating that they indeed were going to have the cabinets removedI responded quickly, saying I would be back with them with a schedule of getting them removed and the walls repaired I had the cabinets uninstalled and picked up on 7/13, I had a repairman repair the drywall on 7/21-7/I also had their deposit refunded back to them early week of 7/All of my correspondences with Mr./and Mrs.*** have been cordial and professional after the initial meeting ,I trust they concur and appreciate how we as a company , have handled their issuesI wish them good luck as their finish out their remodel
Initial Business Response /* (1000, 7, 2015/07/22) */
Contact Name and Title: *** *** GM Marsh
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@marshfurniture.com
My name is *** ***, I am General Manager with Marsh KitchensI was made aware by my designer , *** *** on or about
7/1/that our customers, the *** were unhappy about the initial installation of their kitchen and bath cabinetsHe asked if I would meet with them at their house and go over review their concerns, I concurred and we met at their residence on the morning of 7/2/The *** were very very upset at the installation of the cabinets and there were indeed, issues with the installationThey also made reference that these were not the cabinets they ordered,citing door style, finish , and construction.Other than the sink base cabinet, that should have been plywood construction,which I offered to replace, all cabinets were exactly as their were specified and ordered.They were , other than touch up ,no quality issues with the cabinetsThe major issues revolved around the installationIndeed , the installer made cuts into the drywall to attempt to line up the cabinets for installation,and although this is not an unheard of method , I agreed after inspecting the alignment of the cabinets, this was not needed and could have been accomplished w/o cutting the drywallThe installer also made outlet cuts for wiring for lighting etc,in the backs of cabinetry that were out of alignment , and additionally would have to be repairedIn the installers defense , he was nowhere near completed as we stopped him and he had to be called off job initially for personal reasonsThis was not a finished jobThe *** were again, very unhappy and very agitatedAs a note ..this job was not text book as the designer that had started and designed this with the *** was no longer with Marsh, *** *** had taken over the job in mid streamThe *** had not been please as well with issues with the original designerAfter leaving the *** house, I decided to offer another installer that I felt could come in and fix all the issues with the installation and drywall, In my years with Marsh, I Have never taken cabinets back, I have never been asked to take cabinets backSo it was my inclination to work out all of the issues and ultimately make the *** satisfied customersTheir response to our offer was that they preferred we take the cabinets back and fix the drywallOnce reading this on 7/3/15, I informed that I would meet them back at their house on Monday 7/6/and it was my intention to comply with their requestI indeed , did that , the *** were very pleasant to me reviewing the options again, asked me if their could think about it over night , as far as removal of our product,I concurredOn 7/7/15, I received an email stating that they indeed were going to have the cabinets removedI responded quickly, saying I would be back with them with a schedule of getting them removed and the walls repaired I had the cabinets uninstalled and picked up on 7/13, I had a repairman repair the drywall on 7/21-7/I also had their deposit refunded back to them early week of 7/All of my correspondences with Mr./and Mrs.*** have been cordial and professional after the initial meeting ,I trust they concur and appreciate how we as a company , have handled their issuesI wish them good luck as their finish out their remodel