National Countertops & Cabinets

1/12/2015Revdex.com4428 N 12th StreetPhoenix, AZ. 85014RE: complaint ID #  [redacted]Attachments:  Signature of complainant  and letter to [redacted].Dear Marie  Garda,Please review the following documents: Signature from complainant that National Countertops and Cabinets performed all work to satisfy her needs and requirements  and a copy of a letter that was submitted to the [redacted] once the work had been completed.  This case has been brought to a more than satisfactory resolution and we wish to note these changes to our file. A negative remark on our file should not be found against our company as we did comply with every tiny detail in order to please this very difficult customer. We thank you for your attention to this matter and again appreciate the restorative change of our position on this matter.[redacted] Owner National Countertops & Cabinets[redacted]  ** Phoenix, AZ asPo7 ###-###-####Residential# [redacted] Commercial# [redacted]State of Arizona•      Attention: [redacted],Investigator[redacted]Phoenix, Arizona 85007-2812RE: Complaint# 2014-330.1December 16, 2014Good morning. In regards to [redacted],National Co•untertops & Cabinets has successfully completed all work in order to meet the required standards and satisfy all of the customer's needs. Please see the attached copy where this customer has signed that her needs have been addressed and corrective repairs have been made. Thank you foth-our attention to this matter,Sincerely,[redacted], owner

We have been leaving messages with this customer and attempting to get ahold of her. The only response we get is voice mails after hours. As far as the complaint, we built [redacted] custom cabinets and painted them a macadamia color.
She called us back and informed us the caulking had...

cracked around door frames on the kitchen cabinets. At that point we picked up the doors for all kitchen cabinets. We removed all caulking and repainted the doors to her satisfaction.
Then we were informed the bath cabinets doors cracked also, So once again we picked up all doors removed caulking and repainted.
We have not been able to contact her since then and have left numerous messages for her.
We have never experienced this problem of doors cracking and the painted cabinets have became a huge part of our business. If we could get an appointment to examine the problem or some recent pictures we can prepare a solution to fix the problem.
Thanks [redacted]
National Countertops and Cabinets [redacted]
Phoenix, AZ 85007

National Countertops and Cabinets was contacted by [redacted] to build custom cabinets that she had seen on one of our previous jobs.After we completed the job we was contacted by Mrs. [redacted] and told the caulking we used on the cabinet doors had cracked. We came out picked up her doors from the Kitchen cabinets and removed all caulking from doors and repainted.When we arrived with kitchen doors we was informed the bath doors cracked at the caulking joints also. So we took those doors back and removed all caulking and repainted all doors.Then we were called by Mrs. [redacted] and told the doors had cracked again. When we showed up she was unable to find any cracks in the cabinets even after pulling out a flashlight. Her response was the cabinets were going to crack again in the future so she wanted the money returned for the cabinets that was custom built and installed to her sizes, design and color.We explained to Mrs. [redacted] that there was no longer caulking on the doors so they would not crack like they had in the past.Mrs., [redacted] had contacted the [redacted], so our response was to wait and see the response from them since we are a licensed contractor. We have put in a few calls to the person who is going to be inspecting her job and we are still on a waiting list to be seen.Our opinion is that the [redacted] should have the final say in the decision because the are the experts.We strongly disagree with her opinion of the workmanship of the cabinets and feel they are above the normal standards for the industry.Sincerely [redacted]

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. 
[redacted] did come to my house last week, looked at the cabinets and said he would take them and repair them again.  I said they have been repaired twice in 8 months, it does not make sense to me if you are going to fix them the same way and it is going to happen again.  He stated that it was going to happen again and that is just what happens with these cabinets and I should have known better.  I said excuse me, I am the consumer how would I know this is going to happen with your cabinets, if I had known this I would not have purchased them. He said lady this is just what happens! I cannot believe this man is still in business and treats people like this and has cabinets that he knows the calking is going to crack. He did call me about half hour after he left and said the [redacted] would be by to look at the cabinets in 2 months, that is when I contacted the news station. I have not heard from him since last week. If he says he has contacted me, I would like to see the emails, that he said he sent!
 
Regards,
 
[redacted]

Response to Revdex.com complaint #[redacted]

We have been leaving messages with this customer and attempting to get ahold of her. The only response we get is voice mails after hours.

As far as the complaint, we built [redacted] custom cabinets and painted them a macadamia color.

/>

She called us back and informed us the caulking had cracked around door frames on the kitchen cabinets. At that point we picked up the doors for all kitchen cabinets. We removed all caulking and repainted the doors to her satisfaction.

Then we were informed the bath cabinets doors cracked also, So once again we picked up all doors removed caulking and repainted.

We have not been able to contact her since then and have left numerous messages for her.

We have never experienced this problem of doors cracking and the painted cabinets have became a huge part of our business. If we could get an appointment to examine the problem or some recent pictures we can prepare a solution to fix the problem.

Thanks [redacted]

National Countertops and Cabinets [redacted]

Phoenix, AZ 85007

National Countertops and Cabinets was contacted by [redacted] to build custom cabinets that she had seen on one of our previous jobs.After we completed the job we was contacted by Mrs. [redacted] and told the caulking we used on the cabinet doors had cracked. We came out picked up her doors from the Kitchen cabinets and removed all caulking from doors and repainted.When we arrived with kitchen doors we was informed the bath doors cracked at the caulking joints also. So we took those doors back and removed all caulking and repainted all doors.Then we were called by Mrs. [redacted] and told the doors had cracked again. When we showed up she was unable to find any cracks in the cabinets even after pulling out a flashlight. Her response was the cabinets were going to crack again in the future so she wanted the money returned for the cabinets that was custom built and installed to her sizes, design and color.We explained to Mrs. [redacted] that there was no longer caulking on the doors so they would not crack like they had in the past.Mrs., [redacted] had contacted the [redacted], so our response was to wait and see the response from them since we are a licensed contractor. We have put in a few calls to the person who is going to be inspecting her job and we are still on a waiting list to be seen.Our opinion is that the [redacted] should have the final say in the decision because the are the experts.We strongly disagree with her opinion of the workmanship of the cabinets and feel they are above the normal standards for the industry.Sincerely [redacted]

1/12/2015Revdex.com4428 N 12th StreetPhoenix, AZ. 85014RE: complaint ID #  [redacted]Attachments:  Signature of complainant  and letter to [redacted].Dear Marie  Garda,Please review the following documents: Signature from complainant that National Countertops and Cabinets performed all work to satisfy her needs and requirements  and a copy of a letter that was submitted to the [redacted] once the work had been completed.  This case has been brought to a more than satisfactory resolution and we wish to note these changes to our file. A negative remark on our file should not be found against our company as we did comply with every tiny detail in order to please this very difficult customer. We thank you for your attention to this matter and again appreciate the restorative change of our position on this matter.[redacted] Owner
 
National Countertops & Cabinets
[redacted]  ** Phoenix, AZ asPo7 ###-###-####
Residential# [redacted] Commercial# [redacted]State of Arizona•      Attention: [redacted],Investigator[redacted]Phoenix, Arizona 85007-2812RE: Complaint# 2014-330.1December 16, 2014Good morning. In regards to [redacted],National Co•untertops & Cabinets has successfully completed all work in order to meet the required standards and satisfy all of the customer's needs. Please see the attached copy where this customer has signed that her needs have been addressed and corrective repairs have been made. Thank you foth-our attention to this matter,
Sincerely,[redacted], owner

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.
 

[redacted] did come to my house last week, looked at the cabinets and said he would take them and repair them again.  I said they have been repaired twice in 8 months, it does not make sense to me if you are going to fix them the same way and it is going to happen again.  He stated that it was going to happen again and that is just what happens with these cabinets and I should have known better.  I said excuse me, I am the consumer how would I know this is going to happen with your cabinets, if I had known this I would not have purchased them. He said lady this is just what happens! I cannot believe this man is still in business and treats people like this and has cabinets that he knows the calking is going to crack. He did call me about half hour after he left and said the [redacted] would be by to look at the cabinets in 2 months, that is when I contacted the news station. I have not heard from him since last week. If he says he has contacted me, I would like to see the emails, that he said he sent!

 

Regards,

 

We have been leaving messages with this customer and attempting to get ahold of her. The only response we get is voice mails after hours. As far as the complaint, we built [redacted] custom cabinets and painted them a macadamia color.

She called us back and informed us the...

caulking had cracked around door frames on the kitchen cabinets. At that point we picked up the doors for all kitchen cabinets. We removed all caulking and repainted the doors to her satisfaction.

Then we were informed the bath cabinets doors cracked also, So once again we picked up all doors removed caulking and repainted.

We have not been able to contact her since then and have left numerous messages for her.

We have never experienced this problem of doors cracking and the painted cabinets have became a huge part of our business. If we could get an appointment to examine the problem or some recent pictures we can prepare a solution to fix the problem.

Thanks [redacted]

National Countertops and Cabinets [redacted]

Phoenix, AZ 85007

National Countertops and Cabinets

Phoenix, AZ 85007

###-###-####, fax ###-###-####, [redacted][email protected]

Response to Revdex.com complaint  #[redacted]

National Countertops and Cabinets has completed  the project  for [redacted] and gave her a big discount for being late.

I believe that Revdex.com sent her the wrong response. She received one for a [redacted].

We understand that Mrs. [redacted] is satisfied with the outcome  and is planning on releasing any complaint  made to the Revdex.com.
 

Sincerely [redacted]

Mr. [redacted] originally ordered a set of white shaker cabinets according to our salesman. That is what he was quoted for and that is what the deposit was paid towards. The image emailed to him was merely a suggestion of what would look nicer and of course would have been an upgrade option should Mr [redacted]...

decide to spend a bit more in order to receive a nicer look. As for the CAD drawings, we do all the same way. We have an older computer generated system that allows for fewer options than the newer software programs used by some today. The cabinets displayed are not the same style anyone would receive. The drawings are simply mere suggestions of the cabinet size and show placement elevations. This is so one can get an idea of how much space would be taken and so that a decision can be made if the customer would like to make placement changes. It appears that Mr. [redacted] liked the idea of the cabinet upgrade, but misunderstood that those cabinets were the one's quoted. Mr. [redacted] did indeed place a $2,000.00 deposit down on his order. The refund has been at the office for more than a week. It is cash and requires a signature once received as well as a release waiver once his funds are received. National Countertops & Cabinets believes this was a misunderstanding, perhaps on both ends and we are anxious to settle this issue as quickly as possible. Mr. [redacted] may come by the office anytime Mon - Fri 8am till 4:30 Pm to receive his refund. Thank You

National Countertops and Cabinets

Phoenix, AZ 85007

###-###-####, fax ###-###-####, [redacted][email protected]

Response to Revdex.com complaint  #[redacted]

National Countertops and Cabinets has completed  the project  for [redacted] and gave her a big discount for being late.

I believe that Revdex.com sent her the wrong response. She received one for a [redacted].

We understand that Mrs. [redacted] is satisfied with the outcome  and is planning on releasing any complaint  made to the Revdex.com.
 

Sincerely [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]. For your reference, details of the offer I reviewed appear below.

This reply is a case of mistaken identity.  I am not [redacted] nor was the job remotely close to what was described.

Regards,

Response to Revdex.com complaint #[redacted]

We have been leaving messages with this customer and attempting to get ahold of her. The only response we get is voice mails after hours.

As far as the complaint, we built [redacted] custom cabinets and painted them a macadamia color.

/>

She called us back and informed us the caulking had cracked around door frames on the kitchen cabinets. At that point we picked up the doors for all kitchen cabinets. We removed all caulking and repainted the doors to her satisfaction.

Then we were informed the bath cabinets doors cracked also, So once again we picked up all doors removed caulking and repainted.

We have not been able to contact her since then and have left numerous messages for her.

We have never experienced this problem of doors cracking and the painted cabinets have became a huge part of our business. If we could get an appointment to examine the problem or some recent pictures we can prepare a solution to fix the problem.

Thanks [redacted]

National Countertops and Cabinets [redacted]

Phoenix, AZ 85007

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]

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. However Richard did not say anything about the cabinets expiring. And since his son Chris was the one we delt with and no longer works there could be the problem. However I have spoken to Richard as well as my husband several times.

Regards,

Please review attached letter. I have sent client an email regarding our position and an offer to schedule a date and time to inspect the cabinets concerning the issues addressed.

Review: On March 10, 2015 I purchased $4600 of kitchen cabinets from National Countertops and gave them a $2000 deposit. They gave me a sample (S1 Black Coffee Maple) door and provided engineering drawings showing "raised panel" cabinets. They also sent me a picture of the cabinets I would receive. They promised delivery in two weeks. On May 6, 2015 National Countertops tried to deliver cabinets which were not the style or color that they had promised, was shown in their emails, or corresponded with the sample they provided. Furthermore, one set of cabinets they made were for a wall 96" long when the wall actually measures 77". I visited National Countertops that day and was told that they could not live up to the contract and that they would return my deposit as soon as they received a check from another customer. Since then I have received no response to multiple emails and have only gotten the run-around when I call or visit their location.Desired Settlement: I want my $2000 deposit returned immediately.

Business

Response:

Mr. [redacted] originally ordered a set of white shaker cabinets according to our salesman. That is what he was quoted for and that is what the deposit was paid towards. The image emailed to him was merely a suggestion of what would look nicer and of course would have been an upgrade option should Mr [redacted] decide to spend a bit more in order to receive a nicer look. As for the CAD drawings, we do all the same way. We have an older computer generated system that allows for fewer options than the newer software programs used by some today. The cabinets displayed are not the same style anyone would receive. The drawings are simply mere suggestions of the cabinet size and show placement elevations. This is so one can get an idea of how much space would be taken and so that a decision can be made if the customer would like to make placement changes. It appears that Mr. [redacted] liked the idea of the cabinet upgrade, but misunderstood that those cabinets were the one's quoted. Mr. [redacted] did indeed place a $2,000.00 deposit down on his order. The refund has been at the office for more than a week. It is cash and requires a signature once received as well as a release waiver once his funds are received. National Countertops & Cabinets believes this was a misunderstanding, perhaps on both ends and we are anxious to settle this issue as quickly as possible. Mr. [redacted] may come by the office anytime Mon - Fri 8am till 4:30 Pm to receive his refund. Thank You