Complaint: I am rejecting this response because:Good Value Home Center is referring to a previous transaction that occurred on October 9, 2015, which is a closed caseThe doors were returned to the seller and I was refunded the purchase amountAs of October 30, I have spent $for the correct doors to be delivered to meAs of today, February 2, I have not received my four (4) doors, three (3) months later, or received any correspondence from the seller Sincerely, [redacted]
Complaint:
I am rejecting this response because:
There were other items missing/damagedToe kick was missing, mouldings were missing, and multiple pieces were damaged and brokenWe did not have enough time to worry about replacing the pieces that were broken off the back and sides of the drawers that we had to wood glue back togetherMore than a few of the lock screws were broken off the cabinets that we glued or screwed togetherThe counter top was picked out in May and was never ordered due to your staffs errorsI am appalled at your lack of sincerity on the phoneYour staff had multiple times to make this a better experienceThis should not be brushed offI have been more than understanding and patient with this service
Sincerely,
*** ***
We understand that Mrs*** is still unhappy and misunderstood the price she agreed to when she signed the documents aboveThe documents provided show a breakdown of cost: Demolition totaling $and a separate cost for Installation totaling $1,The line where materials reflects a $balance is such because Mrs*** had purchased the cabinets in 2015, she did not pay for install or demo at that time but contacted us one year later for a demo and installation quoteAs Mrs*** stated, the demo (page - $915.63) was removed via phone at her request, leaving the installation cost only, a total shown below the price of Demo on page at $1,Additional documents provided show screen shots of phone calls from both myself and my wife's phoneAfter several attempts to call and text Mrs*** and thinking maybe there was an issue with my phone, I used my wife's phoneThere were also calls from Good Value placed by *** *** (manager) before my attempts to reach herWe always strive for happy customers and smooth installations but there are times when issues arise and we do our best to handle those issues in a timely and fair mannerStaying true to our "Happy Customer" motto, it seems clear the best and only resolution is to complete the scope of work for free as well as zero out any remaining balance between Mrs*** and Good Value. To review: Good Value will not be collecting any remaining balance from Mrs***, however she does need to contact us to get on the schedule with our installer to install one stick of trim and complete warranty work on the hinges of a single cabinetWe're requesting that she make contact with us because according to Mrs***'s previous response -vs- our record of calls to her, she isn't receiving our calls or texts. Thank you,*** ** ***
Good Value contacted Mrs*** on May 22nd to resolve an open balance as well as schedule an installer to install a piece of trim and adjust a hingeShe requested to see the installation agreement she signed so she could pay the remaining labor due on the jobWe sent those documents along with
an invoice for the remaining balanceWe attempted to schedule with Mrs*** on May 26th to complete the workWe called several times the week of the 22ndThe manager, *** called times that week; she followwith an emailI called and texted numerous times as well but we got no responseWe were unable to complete the installation of trim and adjust the hingeWe originally offered a 10% discount on the labor but the customer has not responded to our offer or taken our calls to schedule installerThe original total included Demo and Haul off of materials for $plus an additional $for installation of the cabinets and hardwareThat is a grand total of $due upon completion of workThe customer phoned Good Value to let us know they would be installing the cabinet hardware and taking care of the demo. We’ve removed these items from the totalWe’d like to offer Mrs*** a $discount, leaving the remaining balance of $due upon final completion of workWe would like to schedule the installation of a single stick of trim as well as adjustment of hinge as soon as possibleWe want Mrs*** to happy with her kitchen and we’re hopeful she will allow our installer to complete the job as well as accept the discountWe sincerely apologize for the unforeseen delays during the installation.*** *** (Owner)
Mr *** ordered the wrong door sizesHe paid us to pick up doors and exchange them for the right sizesBefore we could finish the exchange of the doors and send him the right doors he filed a complaint with pay pal trying to recover shipping costs for a mistake that was his own to begin withAt
this point we are not going to send him the right doors due to the Pay Pal complaint that is pendingPay Payless is supposed to refund him for the portion that is due less the return freight and restock fee
Complaint: 12179454
I am rejecting this response because: The contract states that the demo is 915.63 and the total is 1616.00. In fact, we got the quote in person and when the girl presented the price of $1616.00 we asked her if that was the total for the whole thing, demo and install. She said yes. We considered that to be a good price and agreed. There is nowhere on the contract I signed that states a total of $2531.63...NOWHERE. If we had seen that total, we never would have agreed to it. We had a specific budget to stick to and $2531.63 was way over what we were able to spend. My husband is a contractor and he would never present a contract to a customer with sloppy numbers like that on it. The contract was very misleading and with everything else that's gone wrong, I am not happy with what they are asking. They have had to send a man out 3 times now to resolve this and I realize it's cost them money but that is not my problem. I'm willing to settle for $800 but that doesn't mean I think the install was worth that much. I just want this to be over with. As far as anyone texting me or leaving messages....I don't have one text or message on my phone from Good Value other than the initial discussion about the invoice. I also never received a response to the email I sent and it was lengthy so I doubt that it went unnoticed. I did get an email about some kind of warranty which left me wondering what was going on as I hadn't received a response to my initial email and my install wasn't finished. It's like the left hand doesn't know what the right hand is doing over there. They didn't even know whether or not they provided and installed hardware. I had to tell them.
Sincerely,
[redacted] [redacted]
I'm very sorry about the problems with the order. I've spoken with the customer and I believed we had a resolution. The item originally in question is available to pick-up for free at our store. The only request we weren't able to accommodate was shipping the cabinet in question via UPS; we declined to do so because the last time we attempted this, UPS damaged the cabinet and we're doing our absolute best to prevent any further issues. He also has counter tops that are ready to be picked up. We don't have a company truck so we can't personally deliver the items. The best we can do is what we've already done by offering the cabinet free of charge. We certainly understand his frustration and we sincerely apologize for all the mistakes and damaged product.
Complaint: 11115887
I am rejecting this response because:Good Value Home Center is referring to a previous transaction that occurred on October 9, 2015, which is a closed case. The doors were returned to the seller and I was refunded the purchase amount. As of October 30, 2015 I have spent $942.65 for the correct doors to be delivered to me. As of today, February 2, 2016 I have not received my four (4) doors, three (3) months later, or received any correspondence from the seller.
Sincerely,
[redacted]
[redacted], There is still a pending Pay Pal complaint open. I have instructed Pay Pal to refund only a portion of the money back to you due to restock fee and freight you paid to send them back . They have the money for the correct doors, I dont. I will not be sending you the doors. Please contact pay pal regarding this and purchase the doors from another supplier. We will not be doing business. [redacted] - Owner
I believe we've come to a resolution with Mr. [redacted]. The B33 cabinet was the only cabinet missing from the original order. It was back ordered when the order was placed at end of May 2015, upon its arrival, it was damaged. Our second attempt to get this item to our customer failed as it...
was lost by the freight carrier. Due to these unfortunate incidences, the cabinet was inexcusably late arriving in good condition. The item is now available, undamaged, and ready to pick-up. I apologize for the delays in getting this final cabinet for his kitchen and I have refunded the cost of this item. Again, we sincerely apologize. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10788283, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: I am rejecting this response because:Good Value Home Center is referring to a previous transaction that occurred on October 9, 2015, which is a closed caseThe doors were returned to the seller and I was refunded the purchase amountAs of October 30, I have spent $for the correct doors to be delivered to meAs of today, February 2, I have not received my four (4) doors, three (3) months later, or received any correspondence from the seller Sincerely, [redacted]
Complaint:
I am rejecting this response because:
There were other items missing/damagedToe kick was missing, mouldings were missing, and multiple pieces were damaged and brokenWe did not have enough time to worry about replacing the pieces that were broken off the back and sides of the drawers that we had to wood glue back togetherMore than a few of the lock screws were broken off the cabinets that we glued or screwed togetherThe counter top was picked out in May and was never ordered due to your staffs errorsI am appalled at your lack of sincerity on the phoneYour staff had multiple times to make this a better experienceThis should not be brushed offI have been more than understanding and patient with this service
Sincerely,
*** ***
We understand that Mrs*** is still unhappy and misunderstood the price she agreed to when she signed the documents aboveThe documents provided show a breakdown of cost: Demolition totaling $and a separate cost for Installation totaling $1,The line where materials reflects a $balance is such because Mrs*** had purchased the cabinets in 2015, she did not pay for install or demo at that time but contacted us one year later for a demo and installation quoteAs Mrs*** stated, the demo (page - $915.63) was removed via phone at her request, leaving the installation cost only, a total shown below the price of Demo on page at $1,Additional documents provided show screen shots of phone calls from both myself and my wife's phoneAfter several attempts to call and text Mrs*** and thinking maybe there was an issue with my phone, I used my wife's phoneThere were also calls from Good Value placed by *** *** (manager) before my attempts to reach herWe always strive for happy customers and smooth installations but there are times when issues arise and we do our best to handle those issues in a timely and fair mannerStaying true to our "Happy Customer" motto, it seems clear the best and only resolution is to complete the scope of work for free as well as zero out any remaining balance between Mrs*** and Good Value. To review: Good Value will not be collecting any remaining balance from Mrs***, however she does need to contact us to get on the schedule with our installer to install one stick of trim and complete warranty work on the hinges of a single cabinetWe're requesting that she make contact with us because according to Mrs***'s previous response -vs- our record of calls to her, she isn't receiving our calls or texts. Thank you,*** ** ***
Good Value contacted Mrs*** on May 22nd to resolve an open balance as well as schedule an installer to install a piece of trim and adjust a hingeShe requested to see the installation agreement she signed so she could pay the remaining labor due on the jobWe sent those documents along with
an invoice for the remaining balanceWe attempted to schedule with Mrs*** on May 26th to complete the workWe called several times the week of the 22ndThe manager, *** called times that week; she followwith an emailI called and texted numerous times as well but we got no responseWe were unable to complete the installation of trim and adjust the hingeWe originally offered a 10% discount on the labor but the customer has not responded to our offer or taken our calls to schedule installerThe original total included Demo and Haul off of materials for $plus an additional $for installation of the cabinets and hardwareThat is a grand total of $due upon completion of workThe customer phoned Good Value to let us know they would be installing the cabinet hardware and taking care of the demo. We’ve removed these items from the totalWe’d like to offer Mrs*** a $discount, leaving the remaining balance of $due upon final completion of workWe would like to schedule the installation of a single stick of trim as well as adjustment of hinge as soon as possibleWe want Mrs*** to happy with her kitchen and we’re hopeful she will allow our installer to complete the job as well as accept the discountWe sincerely apologize for the unforeseen delays during the installation.*** *** (Owner)
Mr *** ordered the wrong door sizesHe paid us to pick up doors and exchange them for the right sizesBefore we could finish the exchange of the doors and send him the right doors he filed a complaint with pay pal trying to recover shipping costs for a mistake that was his own to begin withAt
this point we are not going to send him the right doors due to the Pay Pal complaint that is pendingPay Payless is supposed to refund him for the portion that is due less the return freight and restock fee
Complaint: 12179454
I am rejecting this response because: The contract states that the demo is 915.63 and the total is 1616.00. In fact, we got the quote in person and when the girl presented the price of $1616.00 we asked her if that was the total for the whole thing, demo and install. She said yes. We considered that to be a good price and agreed. There is nowhere on the contract I signed that states a total of $2531.63...NOWHERE. If we had seen that total, we never would have agreed to it. We had a specific budget to stick to and $2531.63 was way over what we were able to spend. My husband is a contractor and he would never present a contract to a customer with sloppy numbers like that on it. The contract was very misleading and with everything else that's gone wrong, I am not happy with what they are asking. They have had to send a man out 3 times now to resolve this and I realize it's cost them money but that is not my problem. I'm willing to settle for $800 but that doesn't mean I think the install was worth that much. I just want this to be over with. As far as anyone texting me or leaving messages....I don't have one text or message on my phone from Good Value other than the initial discussion about the invoice. I also never received a response to the email I sent and it was lengthy so I doubt that it went unnoticed. I did get an email about some kind of warranty which left me wondering what was going on as I hadn't received a response to my initial email and my install wasn't finished. It's like the left hand doesn't know what the right hand is doing over there. They didn't even know whether or not they provided and installed hardware. I had to tell them.
Sincerely,
[redacted] [redacted]
I'm very sorry about the problems with the order. I've spoken with the customer and I believed we had a resolution. The item originally in question is available to pick-up for free at our store. The only request we weren't able to accommodate was shipping the cabinet in question via UPS; we declined to do so because the last time we attempted this, UPS damaged the cabinet and we're doing our absolute best to prevent any further issues. He also has counter tops that are ready to be picked up. We don't have a company truck so we can't personally deliver the items. The best we can do is what we've already done by offering the cabinet free of charge. We certainly understand his frustration and we sincerely apologize for all the mistakes and damaged product.
Complaint: 11115887
I am rejecting this response because:Good Value Home Center is referring to a previous transaction that occurred on October 9, 2015, which is a closed case. The doors were returned to the seller and I was refunded the purchase amount. As of October 30, 2015 I have spent $942.65 for the correct doors to be delivered to me. As of today, February 2, 2016 I have not received my four (4) doors, three (3) months later, or received any correspondence from the seller.
Sincerely,
[redacted]
[redacted], There is still a pending Pay Pal complaint open. I have instructed Pay Pal to refund only a portion of the money back to you due to restock fee and freight you paid to send them back . They have the money for the correct doors, I dont. I will not be sending you the doors. Please contact pay pal regarding this and purchase the doors from another supplier. We will not be doing business. [redacted] - Owner
I believe we've come to a resolution with Mr. [redacted]. The B33 cabinet was the only cabinet missing from the original order. It was back ordered when the order was placed at end of May 2015, upon its arrival, it was damaged. Our second attempt to get this item to our customer failed as it...
was lost by the freight carrier. Due to these unfortunate incidences, the cabinet was inexcusably late arriving in good condition. The item is now available, undamaged, and ready to pick-up. I apologize for the delays in getting this final cabinet for his kitchen and I have refunded the cost of this item. Again, we sincerely apologize. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10788283, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]