Response:The job in question was completed 100%....perhaps 105%, prior to the final paymentBy that, I mean that I tried to go above and beyond client expectations to keep the client happy (installing trash pull-outs, making numerous return trips to 'make adjustments' to various doors/drawers, and
even so far as sending my granite fabricator back weeks after the installation to repair a small scratch that wasn't noticed for weeks after the final install and may have happened after the install)There was one drawer glide on a pull out drawer that required replacement that was on back order and subsequently replaced (legitimate manufacturer defebroke)During the installation of that drawer glide, the client felt that she was unhappy with the way the second glide operatedI tested it and determined that although it didn't glide quite as smooth as the other since it was a different style, it was well within spec and to let me know if it were to break, at which point I would happily order anotherTo this date, I am unaware of a breakage requiring replacementAlthough I consider myself to be very consumer friendly, I feel that there is a point where every minuscule detail that is discovered months after install and do not qualify as legitimate manufacturer defects( a hinge snapping, paint peeling off a door, etc) may not be rectified to the satisfaction of certain clientsWith that being said, I obviously do not want an upset client over a $drawer glide to the point of contacting the Revdex.com, and would be happy to mail a glide set to her at no additional costI feel at this time, that any additional adjustments that do not qualify under a legitimate manufacturer defect are above and beyond what I would consider to be fair, since the client already had me do this multiple times to her previous satisfactionIt is my ultimate desire to keep all clients happy, and I believe I am fairly successful at thatI still wish to keep ms*** happy as well, and hope that by mailing this glide set that she will be happy again as she was when the job was completed
Complaint: [redacted]
I am rejecting this response because:
It appears that Mr. [redacted]and I have a different view of this situation. I do not accept his view or his explanation.After installing my newkitchen cabinets Mr. [redacted] offered to install two pull-outs trays under mysink for me. I asked what his chargewould be and he said there would be no charge - I gladly accepted his offer. The “numerous” trips foradjustments made by Mr. [redacted] amounted to one, which he incorporated into thetrip to install a broken drawer glide. Duringthat visit I pointed out that a few of the cabinet doors and one drawer werenot aligned properly and there was also was one drawer that only pulled outhalf way. He quickly made adjustmentsfor the alignments and remarked (jokingly-I thought) that I had hit my quota ofadjustments. He mentioned to me at thetime that new cabinets will shift slightly for the first month or two and it wassimply a matter of adjustment. Hechecked the drawer that did not pull out fully and advised me that he wouldorder another set of glides, he suggested that I not try to force drawer toopen fully. He requested that I be patientand wait until he received his next order from the manufacturer which could besix to eight weeks, I agreed. When Inoticed the alignment of other doors and drawers had shifted I was not concernedand assumed that they would be adjusted when the new drawer glide was receivedand installed.Another example of our differentviews is that in sending “his” granite fabricator back for repairs was goingabove and beyond. On Mr. [redacted] tripto handle the alignments I pointed out a few issues I had with the countertop,he stated he would contact the fabricator and set up an appointment for him toreturn and make the repairs. Afterwaiting over a month, I left four phone messages requesting a status update onthe countertop repair. I finallyreceived a phone call directly from the fabricator and he gladly made anappointment to come and repair the chip and several scratches that were done duringinstallation. When he asked why I hadn’tcontacted him sooner I explained that I did not have his contact informationand I had left several messages for Mr. [redacted] and had received no call backsfrom him. At our initial meeting Mr.[redacted] explained to me that the job would be guaranteed for one year I tookthat to mean quality of product and well as quality of workmanship. Apparently I was wrong.
Regards,
[redacted]
Response:The job in question was completed 100%....perhaps 105%, prior to the final paymentBy that, I mean that I tried to go above and beyond client expectations to keep the client happy (installing trash pull-outs, making numerous return trips to 'make adjustments' to various doors/drawers, and
even so far as sending my granite fabricator back weeks after the installation to repair a small scratch that wasn't noticed for weeks after the final install and may have happened after the install)There was one drawer glide on a pull out drawer that required replacement that was on back order and subsequently replaced (legitimate manufacturer defebroke)During the installation of that drawer glide, the client felt that she was unhappy with the way the second glide operatedI tested it and determined that although it didn't glide quite as smooth as the other since it was a different style, it was well within spec and to let me know if it were to break, at which point I would happily order anotherTo this date, I am unaware of a breakage requiring replacementAlthough I consider myself to be very consumer friendly, I feel that there is a point where every minuscule detail that is discovered months after install and do not qualify as legitimate manufacturer defects( a hinge snapping, paint peeling off a door, etc) may not be rectified to the satisfaction of certain clientsWith that being said, I obviously do not want an upset client over a $drawer glide to the point of contacting the Revdex.com, and would be happy to mail a glide set to her at no additional costI feel at this time, that any additional adjustments that do not qualify under a legitimate manufacturer defect are above and beyond what I would consider to be fair, since the client already had me do this multiple times to her previous satisfactionIt is my ultimate desire to keep all clients happy, and I believe I am fairly successful at thatI still wish to keep ms*** happy as well, and hope that by mailing this glide set that she will be happy again as she was when the job was completed
Complaint: [redacted]
I am rejecting this response because:
It appears that Mr. [redacted]and I have a different view of this situation. I do not accept his view or his explanation.After installing my newkitchen cabinets Mr. [redacted] offered to install two pull-outs trays under mysink for me. I asked what his chargewould be and he said there would be no charge - I gladly accepted his offer. The “numerous” trips foradjustments made by Mr. [redacted] amounted to one, which he incorporated into thetrip to install a broken drawer glide. Duringthat visit I pointed out that a few of the cabinet doors and one drawer werenot aligned properly and there was also was one drawer that only pulled outhalf way. He quickly made adjustmentsfor the alignments and remarked (jokingly-I thought) that I had hit my quota ofadjustments. He mentioned to me at thetime that new cabinets will shift slightly for the first month or two and it wassimply a matter of adjustment. Hechecked the drawer that did not pull out fully and advised me that he wouldorder another set of glides, he suggested that I not try to force drawer toopen fully. He requested that I be patientand wait until he received his next order from the manufacturer which could besix to eight weeks, I agreed. When Inoticed the alignment of other doors and drawers had shifted I was not concernedand assumed that they would be adjusted when the new drawer glide was receivedand installed.Another example of our differentviews is that in sending “his” granite fabricator back for repairs was goingabove and beyond. On Mr. [redacted] tripto handle the alignments I pointed out a few issues I had with the countertop,he stated he would contact the fabricator and set up an appointment for him toreturn and make the repairs. Afterwaiting over a month, I left four phone messages requesting a status update onthe countertop repair. I finallyreceived a phone call directly from the fabricator and he gladly made anappointment to come and repair the chip and several scratches that were done duringinstallation. When he asked why I hadn’tcontacted him sooner I explained that I did not have his contact informationand I had left several messages for Mr. [redacted] and had received no call backsfrom him. At our initial meeting Mr.[redacted] explained to me that the job would be guaranteed for one year I tookthat to mean quality of product and well as quality of workmanship. Apparently I was wrong.
Regards,
[redacted]