Metlife Home Loans

This letter is in response to the complaint filed by Mr [redacted] I spoke to [redacted] ***, our [redacted] store manager about the complaint and Mr [redacted] has absolutely no recollection of any discussion about $with Mr [redacted] Mr [redacted] and his contractor, John, purchased cabinetry from our [redacted] store Since they needed the cabinets quickly and [redacted] was about to leave town they purchased our stock cabinets Upon installing the cabinets, they found one to be damaged in the back upon opening the cartonJohn, who has done business with us before, called [redacted] on a Saturday to notify him of the damage Mr [redacted] checked our inventory and found that the cabinet that [redacted] had was the last one of that size we had in our inventory Mr [redacted] gave [redacted] two possible options: one was to wait until our next truck and get another cabinet which they could not do or that we would refund them $if they could use the cabinet as it is [redacted] accepted the second offer and that was the last Mr [redacted] heard of the incident Mr [redacted] has not spoken to Mr [redacted] since the cabinets were purchased, and [redacted] has no recollection of any discussion about $ Since the cabinet was damaged in the back we felt the $refund was more than fair for the damage

This is a direct response to my Revdex.com complaintI have included the complaint below as a reminder.Greg did follow up with me, the day after I received this from you.We reached an agreement that I would take the cabinet to your warehouse on Monday July 31, the broken corner would be repaired and skinned and the oven cut out would be modified (for an additional charge)He called me on August stating that it would be done and I could pick it up on Friday August Since I do not live in this county, I told him I would pick it up on Monday August 7.I took the day off work (without pay) and arrived at your warehouse around to find out that the cabinet wasn't done because the employee who was supposed to do it never returned to the warehouse on FridayIt doesn't matter why he didn't return, the fact of the matter is that Greg said it would be done and it wasn'tAnd nobody bothered to tell me. After leaving the warehouse I went to see Greg in personHe tried to turn the blame on me for not checking to make sure it was doneTo say the least, that really pissed me off, not that I wasn't alreadyThere was absolutely no reason for me to check with him since he told me it would be doneHe should've notified me that it wasn'tNo ifs, ands or buts about that!When we picked it up at the Grand Ave store on August 12, Travis and my husband *** loaded it into our trailerAt that time *** noticed the other side of the cabinet was now brokenThis happened while it was either at this store or more likely at the warehouse Travis said he would get with Greg about ordering the skin and that we would have to repair it ourselves unless we wanted to have it sent back to the warehouseReally?! So we can make another trip?! The warehouse is where it was when it was broken! Probably both times! We left with itTravis did offer to deliver the skin himself to ***'s lab in North Phoenix. Since I didn't hear anything about the new skin this week, I called Greg yesterday to find out what's going onI also asked about the new drawer front that was damaged that Travis said would be ordered back on July It kind of seemed like Greg didn't even know who I was or what I was talking aboutHe had Travis call me backHe said the skin was ordered but the drawer front was not because I hadn't sent him a pictureI disagree with this but can't prove it due to issues with my phoneBut, if that is the case, why did he go almost a month and never ask for the picture? I sent him one yesterday. It is totally outrageous that this cabinet has caused so much grief and so many tearsThis is the second time I have remodeled a kitchen with DiamondThe first time went so well that I didn't think twice about coming back this timeI didn't shop around and and compare prices because I knew I'd be taken care of by DiamondI am still amazed at how wrong I wasAnd now we are stuck with a cabinet that has been broken and repaired with a cheesy skin, twiceAnd we have to make the second repair. I do believe this is the worst experience ever.*** *** ***, thank you so much for your correspondence I first off want to apologize for anything that may not have been perfectly clear up front, however please know that our main goal with every job is to have a very happy customerTo respond to your complaint about the Oven Cabinets -- as has been stated, the manufactures do not custom size the openings for the Oven Cabinets There are hundreds, if not, thousands of different models of wall ovens, thus it's not a one-size fits all type of deal The reason why we always need to know the model OR cutout dimensions of the Oven Model before ordering cabinetry is because most cabinet manufactures make at least different models of Oven Cabinet and they also make several different sizes of width - 27, and being the most common Without knowing the model OR cutout dimension we would not know which width to put in your kitchen design Also, without knowing the model OR cutout dimension we would not know what model of Oven Cabinet to order to make the least amount of work for the installer We sell modular cabinetry at Diamond Kitchen and Bath which is what the large majority of all cabinetry sold in the US is When cabinet installation is not purchased at Diamond Kitchen and Bath it is assumed that the installer being used by the customer is familiar with modular cabinetry and common installation practices A cutout for an oven cabinet is considered a common installation practice, we install thousands of jobs a year and many require an oven cutout There is no damage to the structural integrity of the cabinet If you have any further questions please email me directly at *** I will make sure that the store manager Greg Harms follows up with a phone call as well.On Aug 21, 8:PM, "*** ***" wrote:This is the email that I just sent to the owner of Diamond Kitchen and Bath.This had been an absolutely horrible experience!*** ***
***On Aug 21, 4:PM, "*** ***" wrote:That was supposed to say that I will respond this evening...On Aug 21, 4:PM, "*** ***" wrote:I will relations with that rebuttal this evening.Why did I have the option to accept but not be told that it would close my claim? I did accept with conditions and noted that in my response. This whole situation had gotten worse.***

Mr***First, let me apologize, we try hard very hard to make ALL of our customers experiences a good one at Diamond Kitchen and Bath. I was contacted by Rene about your issue a week or two ago and looked at your signed floor plan. Let me start that all bathroom vanities come
either 21" deep or 18" deep........and on your signed floor plan it shows 24" deep side walls and the cabinetry clearly being less than the 24"in depth........kitchen cabinets ( which are what you had previously purchased ) are a standard 24" deepObviously we should have done a better job of explaining that to you. I apologize for us not having done that and I will be in contact with Marty regarding it. The cabinets you received could have just been pulled 3" from the wall in the back and a ledger put against the wall for the deeper counter top to rest onThis would have taken a very short time and only the cost of a 2" x 4" to resolveThe charge of $seems a little extreme to me but we want you to be happy with your purchase and we will cover that cost. If you would, please email me a copy of the bill from your contractor for the $250 detailing what it is he did and the materials he needed and I will have a refund check cut to you for itYou can email that information to me directly at ***. Again, I apologize for you not having had an A+ experience at our store

I did receive a phone call from Greg H*** and we reached an agreement that I would return the cabinet, the damaged corner would be repaired and it would be modified to fit the ovenThe repair is to be covered under warranty and the would be an additional charge for the modification. I delivered the cabinet to the warehouse on July and it should be ready for pick up on August 4.Additional followup will be after I pick up the cabinet on August 7.
Regards,
*** ***

This letter is in response to the complaint filed by Mr. [redacted].  I spoke to [redacted], our [redacted] store manager about the complaint and Mr. [redacted] has absolutely no recollection of any discussion about $15 with Mr. [redacted].  Mr. [redacted] and his contractor, John, purchased...

cabinetry from our [redacted] store.  Since they needed the cabinets quickly and [redacted] was about to leave town they purchased our stock cabinets.  Upon installing the cabinets, they found one to be damaged in the back upon opening the carton. John, who has done business with us before, called [redacted] on a Saturday to notify him of the damage.  Mr. [redacted] checked our inventory and found that the cabinet that [redacted] had was the last one of that size we had in our inventory.  Mr. [redacted] gave [redacted] two possible options:  one was to wait until our next truck and get another cabinet which they could not do or that we would refund them $75 if they could use the cabinet as it is.  [redacted] accepted the second offer and that was the last Mr. [redacted] heard of the incident.  Mr. [redacted] has not spoken to Mr. [redacted] since the cabinets were purchased, and [redacted] has no recollection of any discussion about $15.   Since the cabinet was damaged in the back we felt the $75 refund was more than fair for the damage.

WE apologize but we processed the $75.00 refund several weeks ago, we did not realize that the consumer had not received it.  We are reprocessing it today and will send a second check out immediately.

Thanks,[redacted], please know first and foremost that your frustration is not going unnoticed - there is nothing that upsets us more at Diamond Kitchen and Bath than a customer who is not completely satisfied.  We get up every morning with the intention of giving our customers the absolute best experience.  When that does not happen it frustrates the heck out of us.  And please know that the following statements are in no way, shape or form have the intention of being argumentative so please do not read it that way, I am simply trying to provide facts for you so you can understand our side and how we view this situation.     1) Your situation is very unique.  We almost never perform work on a customers cabinets who did not purchase installation through us.  We decided to bend the rules for you only because of a rare set of circumstances: you are out of town which makes finding a knowledgeable installer more difficult, you are a repeat customer and we did not want to see you frustrated.  You originally purchased your installation through Diamond Kitchen and Bath, if that had been kept we could have avoided all of this frustration.  Oven cutouts are routine installation work.  Mending a side that has damage to it is routine installation work.  Replacing a drawer front is routine installation work.  2) I understand that Greg told you the cabinet would be done by Friday - this was completely DKB's fault - that should have never been said and you certainly should've been called when it was clear that the fix was not going to get done on Friday.  However I have multiple witnesses that told me Rene, our warehouse manager, specifically told you that Greg's timeline was most likely inaccurate and that you needed to call ahead of time before coming down to pick up your cabinet.  Even so, we were fully prepared to pull an installer off a job to have him complete your oven cutout on Monday to take care of you, however Greg told me that you told him you had to leave.  3) You mentioned that you thought the cabinet was "most likely being damaged at the warehouse".  I understand how you can think that however we know that the majority of damage that happens with cabinetry happens during transportation.  This is one of the major reasons why we do not take cabinets back to our warehouse to perform "fixes".  The more a cabinet moves around, the more likely it is to get damaged.  The same goes for when our customers pick up their own cabinetry at our warehouse.  A good amount of our customers are not equipped to transport furniture cabinetry, however even the most careful transportation can still result in minor damage.  For this reason, we do not argue with customers, we simply provide them with replacement parts to take care of our customers when damage occurs.  When DKB does the installation we fix the items on site to take care of our customers so that their finished job is not delayed.  Also, the only reason we brought the cabinet to the Grand Store after the fix was to accommodate you to pick up the cabinet on a Saturday.   4) This leads to the skins.  Skins are not "cheesy" fixes.  Skins are common place in wood cabinetry for a variety of reasons, one of them being to repair aesthetic damage.  I use the word "aesthetic" because most minor damage on the sides of a cabinet does not affect the integrity or performance of the cabinet once installed.  They only affect the appearance if a side is exposed.  In those instances a skin is used to repair the damage.  A finished skin not only conceals damage but it makes the original side even stronger.  Having said that, we gave you the option to replace your cabinet.  You chose to have our staff repair the damage.  Your completed project, once the skins are in  place, will not look nor perform any different than how it would if the side(s) had never been damaged.   5) Yes, all warranty items are to be installed by the installer.  When you removed installation from your purchase at DKB you took on the responsibility of installing cabinetry and warranty items as is specifically outlined in the contract you signed.  The only reason we performed the warranty work on the original damaged side was because of the agreement to do the oven cutout.   6) As for ordering the warranty drawer front, Travis is correct that nothing can be ordered without a picture.  If a picture was not provided then the part would not have been ordered.  I agree with you also, in a perfect world Travis should have followed up but please understand he is busy and has many items on his plate.  If his understanding of the situation was that you were going to get back to him with the picture then he would not have any reason to contact you until that happened.  It was not intentional to upset you or forget about you in any way. I agree, it is never our intent for any customer to feel grief about their purchase or to shed any tears and believe me when I say that it personally makes me feel awful to hear such words. I've rambled on now for a while - I understand you are still not happy.  What I really want to know is what can we do for you?   Solutions: 1) If you want to bring your cabinet back to the warehouse we will apply the skin for you 2) We can deliver the skin to your house for your installer to apply the skin  I look forward to your response.  Gary Z

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted], thank you so much for your correspondence.  I first off want to apologize for anything that may not have been perfectly clear up front, however please know that our main goal with every job is to have a very happy customer. To respond to your complaint about the Oven Cabinets --...

as has been stated, the manufactures do not custom size the openings for the Oven Cabinets.  There are hundreds, if not, thousands of different models of wall ovens, thus it's not a one-size fits all type of deal.  The reason why we always need to know the model OR cutout dimensions of the Oven Model before ordering cabinetry is because most cabinet manufactures make at least 2 different models of Oven Cabinet and they also make several different sizes of width - 27, 30 and 33 being the most common.  Without knowing the model OR cutout dimension we would not know which width to put in your kitchen design.  Also, without knowing the model OR cutout dimension we would not know what model of Oven Cabinet to order to make the least amount of work for the installer.  We sell modular cabinetry at Diamond Kitchen and Bath which is what the large majority of all cabinetry sold in the US is.  When cabinet installation is not purchased at Diamond Kitchen and Bath it is assumed that the installer being used by the customer is familiar with modular cabinetry and common installation practices.  A cutout for an oven cabinet is considered a common installation practice, we install thousands of jobs a year and many require an oven cutout.  There is no damage to the structural integrity of the cabinet.  If you have any further questions please email me directly at [redacted].  I will make sure that the store manager Greg H[redacted] follows up with a phone call as well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Because I have not been contacted in any way by this Diamond Kitchen business
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]