New American Kitchen & Bath

Please find the attachment, our resolution with the customers Mr and Mrs [redacted] .Thank you for your time New AmericanKitchen and Bath, Inc [redacted] [redacted] Pl [redacted] , VA ***

Dear representative of Revdex.comWe have just received your letter yesterday 05/05/regarding the case number [redacted] and here is our resposePer our written contract page under payment schedule, customer agreed to pay $ [redacted] after the cabinet installation(please refer the contract and installed cabinets pictures- pictures attached)Addition to that $ [redacted] needs to be collected from the customer at the end of the jobThe customer has a total balance of $***New American Kitchen & Bath installed **% of the cabinets within the industry standardsThe complaints that Revdex.com received from the customer is based on an attempt to damage our company's reputation and attempt to get away from paying the full price of what was agreed onAs New American Kitchen & Bath, Incwe are fully licensed and insured professional company in the State of Virginia whom can perform remodeling in any location within the State of VirginiaIf needed our license number can be pulled by DPOR web siteWe are more than happy to provide our license information to Revdex.com if requested.1- The customer complaints about the sales/designer person being the same person as of the installerWe think that any designer or sales person who has knowledge and skill can perform actual installation especially if he/she has a contractor licenseThere is no law or regulation prove the otherwise by DPORCustomer actually was lucky to have our best installer who is also a designer and skillful installer and was assigned for this job2- Customer complaints about the change ordersPer [redacted] description of "change order" is legally binding documents that both parties agreed on for unforeseen conditions when site conditions differ from the expectedWe have done change orders during the construction and change order before the construction in total of change ordersAll of them are acknowledged and confirmed and signed by the customer BEFORE we started to perform the specific job(please see the change order attachment"Every customer has an option to agree or disagree the change order before they acknowledge and confirm the change order3- We did never refuse to give any warranty or guarantee information unlike what the customer indicated on their letterAll the jobs are performed by fully licensed experts confirmed by the State of Virginia and [redacted] We have been trained by the industry professionals for more than years for installation of cabinets, different type of flooring, painting and so onWe have never had issue with cabinet installation regarding any safety or the way of installation beforeAgain, all the installations are done by licensed professionalsIn our contract, the cabinets have limited lifetime warranty and the customer may request a replacement if it is needed for lifeWe also give year warranty on labor and it is clearly indicated on the contract(contract page 5)4- Customer requests the price break downCustomers came to visit our store twice before they decided to sign a contract and each visit took about hours to go over the space planning and design, the details of the design, material selection, material quality inspection and all the information that is including the manufacturer information of the cabinetryEvery customer get all the information and the answers of their questions before signing the contract in our companyAt the end of the review, customer sign and initials the page of detailed contract, sign the floor plan of the new design and another page of the perspective design picturesIn total of pagesWe informed the customer that we offer them package deal price and that way there is more savings because all the labor and material prices reduced when bundled, but it is not possible to do an itemizationBecause then if any customer request any individual labor or material among the package deal then discounted price may not be accuratePrice break down or itemization is only possible for any change order Customer acknowledged this and signed the contract 5- We have been in touch with the customer and never ignored the customer since day oneHow can we ignore the customer since even one of our salesman/designer worked in the customer`s house everyday? There has been many emails and phone conversation back and forth in regards to development of the project on top of our designer being at the job site constantly6- At one time during the installation, the installer found out that one cabinet came in a wrong box construction by the manufacturerAs soon as our installer saw the cabinet he was the one who informed the customer immediately and requested a new cabinet from the manufacturerAt this time we are waiting for cabinet to arriveAs soon as it arrives we will deliver the cabinetWe also performed several extra works such as floor modification and additional drywall patching at no additional cost to the customer7- In our written signed and dated contract page item number 11, it is clearly indicated with underlined, bold and capital letters that says, All permits are to be pulled by the customer, unless indicated in the contractHome owner is responsible for the permits(please see the attached contract)Our contract is terminated by customer by only customer`s decisionThere is no mutual agreement on the cancellationWe represented the best way of customer service and we showed our good faith to the customer by informing them that we are ready to restart the project again as soon as one cabinet arrives in our showroomWe also requested [redacted] not to issue any penalty to the home owner based on the permits, and the County confirmed that there will not be any penalty against the customerWe sent an email also left phone messages and we let them know that we are ready to start again on 04/26/BEFORE the customer cancelled of the project officially on 04/27/Our customer's intention is to escape from paying the full balance of the work has been done furthermore attempt to get a refund for all the work has been done so far and the goods have been deliveredWe, as a company believe that we fulfilled our obligations until the customer cancelled the project, therefore we are in a process of seeking our rights in higher authorities at this timeShould you have question, please do not hesitate to contact usThank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***To Whom it May Concern,I reject the New American Kitchen and Bath (NAKB) responses to my complaints as they contain inaccurate accounts of occurrences/interactionsI have addressed items in the order that the Business responded for simplicity of the reader.I am well aware of the balance remaining on the NAKB contract and feel that the sole purpose of the rushed installation of my cabinets, in an unskilled fashion, was for that money collection only I questioned why we had a cabinet shortage once I saw them on the walls and floor and could see that the outline of the old cabinets were quite a distance from the new There was more than inches of subfloor exposed on one cabinet end and two inches on the base cabinet fronts I asked the installer whether shims would be used to move the cabinet out to align with the hardwood floor and the response from the installer was his usual ‘I’ve done this a million times” He then suggested that on the top of the toe kick that he had already installed to the less than flush cabinets (indicating the installation was complete) that I would need to get a two inch wide floor trim to hide the subfloor in front of the cabinets.My attempt is not to deceive anyone about the reputation of NAKB, but to expose the truth about my experience with their deceptive practices.NAKB has more than **K dollars cash from me to date The contracted amount was $**,plus $*** tax for a total of $*** Another $*** for an electrical change order, $*** for some bathroom work, and $*** cash plus a $** tip to the NAKB provided plumber Seven of twenty-four cabinets have not been installed yet (30%); of (39%) if you include the two new cabinets we reordered to account for the cabinet shortage If you include the four island cabinets that were damaged during installation and are misaligned, then we are looking at an even higher percentage of incomplete work There is still counter, backsplash, and major appliances to be installed as well as a kitchen sink and faucets.After assessing the “expert” installation of the cabinets, the decision was made to address the incompetence and seek responses in writing as any verbal queries were not responded to Due to previous communication difficulties with the installer my husband and I set to meet with the installer and his boss on 4/6/(the day of cabinet delivery) at 6pm We were late arriving at the meeting because the installer was working in our home that day until after pm and when we asked him when he was leaving for the meeting he said, “oh I am not going to be able to make the meeting” The installer beat us to NAKB where the meeting was to be held and stayed only for us to select the cut for quartz countertop to provide us with a new change order I then met with the installers “boss”, and she corrected me to say she was a co-owner and since she had the same name as the installer I asked her if she was his wife, which she admitted she was I addressed the contentious nature of having to deal with the installer in my home and she offered to come and sit in my home during the time that he would be thereI declined the offer as she has a business to run and she should not have to babysit her installer I also addressed my unhappiness with the drain placement and did not want that sewer pipe to be housed inside the cabinet that would also house the double oven My husband and I then let her know that we were considering getting our plumber to modify the pipe to sink it under the floor so that it would not impede cabinet installation The installer had stated many times, “if you are not happy then you are free to get your own plumber to do the job” The installer did not have an issue with our plumber moving the ice line nor the pipes under the kitchen sink He did have a big problem with the drain pipe being moved and accused my plumber of doing “illegal” work; which then prompted me to call PWC code enforcement to come to evaluate the job and that is who advised us of the need for permits for the remodeling job The installer had that same drain pipe moved without a signed change order and without the appropriate permit, not once but twice I immediately pulled the required permits upon learning that they were requiredIt was through this process that we were told that NAKB did not have a business license in Prince William County where the work was being done.I asked the NAKB installer for a copy of his PWC business license (not his contractors license from DPOR as he indicated)I advised him that PWC would grant him that business license for free if he showed his VA contractors license and encouraged him to get it (which is verifiable per e-mails previously submitted) I specifically asked the then known designer/salesman(installer) if he employed licensed personnel for any contingency work that will be needed, or would we have to seek our own, as there were known electrical contingencies as noted per the contract The salesperson assured us that he did The NAKB plumber who moved the drain pipe per installer instruction (without the contract required signed change order) on two separate occasions, was not employed by, nor had ever worked for the installer prior to doing the job in my home When asked how long he had worked for NAKB he responded, “I was called out of the blue to do this job for him” This same designer/salesperson never once revealed that he would also be the installer/contractor, as this would have raised red flags for this customer If the work performed in my kitchen is any indication of “being lucky to have the best installer who is also a designer and skillful installer…”, then NAKB has incriminated itself regarding the quality of workmanship it provides, as is revealed in photos submitted to the Revdex.com previously by the customer Change orders are “legally binding” and should be obtained prior to proceeding with the work to be done and not presented after the job completion, containing discrepant information that protects the merchant only Why was I not presented with a change order for the permit required work that the NAKB plumber did, not once but twice, as was required by the signed NAKB contract? Per NAKB “Every customer has an option to agree or disagree the change order before they acknowledge and confirm the change order.” NAKB actions regarding this contradicts its words I disagreed with pricing on the electrical change order and noted that disagreement on the change order prior to it being signed, and on the business day following giving that to NAKB the installer presented another copy of the change order minus the written comments and asked me to sign it, telling me that I could not modify a contract I refused to sign what was presented to me and told him that the comments were added prior to the signature therefore the change order was valid The installer tried again to get me to sign the comment free change order stating his boss did not like the comment, I again refused to sign the comment free version of that change order The issue with the cabinet warranty was NOT that the installer/ NAKB refused to issue one The issue was whether the cabinet company (Schrock) would warranty the cabinetry if they were improperly installed with sheetrock/drywall screws,which the installer used (as seen in photos submitted previously by customer) According to the Schrock cabinet websites, ‘Installation and Cabinet Care and Maintenance Guide’, it states:“Important Note 4: Never use sheetrock screwsOnly use #10X1/2” (supplied) through cabinets into walls and recommended #8X1/phillips flat head screws when joining cabinetsUse wood screws.”There are numerous bags of the manufacturer provided screws still sitting in the cabinet drawers untouched “years of training” does not make one a competent installer If done according to standard industry practice my wall cabinets would have been installed before the base cabinets and I have photos to prove that did not occur.The two NAKB provided workmen that were in my home caused the installer to experience many negative interactions with them due to a language barrier and communication problemThe installer spoke limited Spanish and they spoke limited English and there were frequent miscommunications over the jobs to be done resulting in the installer yelling at them, and snatching tools from them to show them what he was asking of themThese outbursts of aggression by the installer were witnessed on several occasionsOne of those workmen in his broken English expressed to my husband that he was new to the USA for months How does one become “licensed” in the USA in this limited amount of time? The installer quote“All installations by licensed professionals”, on this basis, is questionable at best.The installer expressed that there is a lifetime warranty to the cabinetry and that I, as the customer, may request a replacement if it is needed for life However, there is a caveat to this information Per Schrock cabinetry warranty information taken from www.schrock.com/get-started/love-your-space/warranty, it states: The warranty shall become void if the cabinets are in any way modified, improperly installed or damaged prior to or during installation Due to my knowledge of this, I requested an inspection by a Schrock representative to ascertain that my cabinets would be warranted with the current installation job I requested a written response from Schrock and NAKB regarding this specific matter and I have not received anything from either company to date Itemization of the products and money paid for cabinetry.When I sought to have my kitchen remodeled NAKB was selected as we had previously been to the business when it was known as American Kitchen and Bath I liked a specific cabinet that resembled Bermuda Cedar, which is now discontinued Because of the size of our kitchen exceeding the 10X** package deal that was being advertised, I was told that I would get a quote for a custom design if I paid for the designer to come to my home to measure and do drawings I did this and at no time did we discuss with the designer/salesperson/installer/contractor that we were getting a “package” or “bundle” deal, as he implies I asked from the onset of discussions for itemization of product versus labor The reason given to me for not providing this was that it was difficult to determine the exact amount of labor for the project due to possible contingencies, etc I asked up front how he could then calculate tax if he didn’t have a defined amount of product versus labor The salespersons response to this was “I will see if my boss will agree to pay half of the tax, thus the $*** added to the verbal quote of $**,for the kitchen remodel job Why would tax be added to the entire job anyway? I feel that this was a deceptive ploy to evade answering to specifics Once I received the product in my home there was an immediate question of the quality, so I wanted to know at this time what I actually paid for the cabinets NAKB now had $*** plus of my hard earned cash and I did not feel that asking for this information was an unreasonable requests We since ordered two additional cabinets from another Schrock dealer and they gave and invoice listing MSRP and what they sold it to us for (full disclosure).* My husband returned to NAKB earlier this month to look at the sample door that we were shown when we made the purchase and the receptionist and owner looked for more than ** minutes for the item and could not find it in the store This was odd because when I wanted to take my selected sample to Lowe’s next door to match a mirror for the bathroom I was told by the receptionist then, that the samples were not allowed to leave the store Why did they not have the sample door that was shown to us a few months earlier? The cabinet has not been discontinued We have photos indicating that we looked at and selected a completely different cabinetI would like to make it clear that lack of communication with the customer is not the complaint here The complaint is NAKBs lack of written responses to addressing concerns, especially after the installer stated, “Words are in the air, it is what’s written that counts” NAKB has been quick to offer to meet face to face to hear concerns, but they intentionally elect to address only their points of interest in writingThis is the reason, in addition to intimidating behavior by the installer and his poor workmanship, that the contract was severed It is called insanity if you do the same thing over and over and expect a different result, therefore it would have been insane of me to expect that this installer would correct the problems which he would not admit were problems I had honored the contract up until the termination of NAKB, after giving them numerous opportunities and a week time period of not having any work done to resolve the concerns I had My husband and I received phone calls from the installer during this period, that I feel were made expressly to taunt us, with statements such as, “you can only go to Schrock through me, the dealer”; “I know you have filed a complaint about me”; “I am not going to respond to your queries in writing.” This behavior demonstrates an unwillingness to solve any customer complaints experienced from contract signing to termination NAKB hides behind the signed (very one sided) contract and has no incentive to provide ANY quality customer service to its customers The summary of verifiable work hours NAKB spent in my home from 03/23/to 04/07/is as follows:NAKB Installer/Contractor/Designer/Salesperson - ** hoursNAKB Dayworker #- hoursNAKB Dayworker #- hoursNAKB Electrician - hours ( this was covered in a separate work order for $*** dollars which was paid despite the cost dispute)NAKB Plumber - hours (which was paid by me in cash at the end of the first job because the plumber wanted to be paid before he left the job site $*** + $** tip)Electrician provided drywall repair persons ( men at hours each for hour total work hours) This was stipulated in the electrical change order.The total work hours is and if everyone got paid $*** per hour (which is highly unlikely) then $*** of the $**K can account for laborWhat did the other 20K buy me so far? The installer misinformed the Revdex.com when saying that he informed me of the furniture boardThat is incorrect, I found it myself and he tried to pass it off as being the way that they make itI asked if he was certain of this and he balked so I insisted that the call the Schrock dealer to find out He did speak with someone and then gave me two choices; to accept the cabinet as is and get a Schrock credit or order the correct one and wait the 10-business days (weeks) for a new one Given the anticipated completion date was one week away I decided to use the incorrect angle cabinet and gave the verbal OK to do that However, after seeing the complete installation of the cabinets on the sink wall there was a shortage noted and I expressed my displeasure with this I expressed that I did not want less cabinet and counter space than I had previously and the installer retorted that you signed the design for this There was NO way for me to determine from his signed drawings that I was agreeing to less than what I had originally, when the salesperson/designer had bragged that he was providing me with 40% more cabinet and counter space than I had previously How so when there was a inch gap beside the base cabinets and inch gap in front of exposing sub flooring I immediately told the installer that I wanted to order the correct size cabinets before any countertop because I was not settling for the job as it was The installers next question was then who is going to pay for this? I never told him that he was expected to pay for it As a result of this snafu, the finish date was out of the window so my husband met with the installer at NAKB on 4/8/to get a time for delivery if reordering the correct corner cabinet, and getting cost estimate for the two additional replacement cabinets When on 4/11/we had not heard back from NAKB, my husband purchased the two additional cabinets from another dealer (which we later discovered was at a cost savings of $*** over what NAKB finally offered us (even with their supposed 20% discount) When I sent the e-mail to NAKB on 4/12/explaining our decision and putting further queries in writing there was an immediate negative response from the installer informing us that he would not be installing the new cabinets and he was insisting on coming to complete the job so that the counters could be measured with the cabinet shortage This was interpreted as spiteful and vindictive by the customer and demonstrated NAKBs lack of attempts to resolve customer concerns once againThe installer refused to take ownership of the ill fitting cabinetry despite using his own measurements The reordered angle cabinet was delivered to my home unannounced on 05/09/at 4:50pm When I had the box opened it was noted that the cabinet backs were made of the same furniture board as the first one When I asked the installer why he would not have opened the box to check it before delivering it he retorted, “ I didn’t want you to think that I stole the doors off because they delivered it without the doors”That statement speaks for itself I did not accept the second angle cabinetI did receive a violation from Prince William County for doing renovations without the required permits and a copy of that notice was submitted for your review I have not received anything from PWC to state that the violation was lifted I complied with getting the required permits and having the required inspection of the work and thus the violation was resolved The contractor, being the hired expert, had a duty to inform the customer before the job commenced that permits were required for the jobNAKB did not do this nor did they ask to see any permits before the work startedIt was only through the installer accusing my plumber of doing illegal work that I inquired about an inspection The installer insists to date that he didn’t need a permit to do his job, which was to install the cabinetry, again this demonstrates no ownership of ill doings If the installer was prepared to continue installing on 04/26/before I terminated him on 04/27/as he stated, how was he to do that if the replacement corner cabinet was not delivered until 05/09/2017? This presentation of fact speaks to what I, as a customer, has been dealing with from NAKB installer.If per the NAKB,installer, my kitchen is “85% complete”, and we have paid 77% of total cost of the contract, then why do we have 40% of cabinet installation and approximately 25% of finishing work yet to be completed? This is not and attempt to escape payment by the customer but more of an attempt of NAKB to get something for nothing from their customer, simply because they have a signed contractNAKB has made no effort to resolve this problem amicably except to verbally offer the option, “Do you want to go to arbitration or supreme court?” I await NAKBs written request for that same offer.Thank you Revdex.com of Central Virginia for allowing a forum for the customer to have a voice when dealing with questionable business practices.*** ** ** ***

Thank you for contacting us regarding the customer Mr. Donahue, it was a pleasure talking to you today.As I mentioned earlier over the phone, per customer agreement, this project is considered completedWe believe the customer *** *** is trying to avoid making monthly payment to
the *** despite of the completion of the project I am sending our contract in the attachment. Also following mail will have the ** *** completed kitchen pictures. I am also sending the cabinet installation completion certificate/invoice (signed by customer) "This invoice only signed by customers if the cabinet installation is completed upon customer`s satisfaction." We cannot be liable for any possible damaged parts that customer might have caused intentionally after we successfully completed the installation. NAKB and customer already went final walk through on *** **h and successfully completed the punch out list.In the mean time here is our explanation that proves the completion of this project agreed by both parties. Timeline of the facts: Project starts on *** *** ***Demolition done on *** *** ***Customer requests New American Kitchen & Bath (NAKB) to hold the job until ** *** prepares the floor on his ownNAKB resumes the work on *** ***Cabinets and new microwave installation on *** * * *** * ***Customer requests walk through- Prepares a Repair list on *** *** *** The list includes: 1-Crown molding and bottom molding repair (Completed)2- Small blemishes repair inside the cabinets (Completed)3- Sink cabinet bottom hole repair by the scribe molding (Completed)4- Microwave creates heat outside the cabinet (Inspected- replaced the air flow direction) (Completed)5- Clean cabinets inside and outside (Completed)Customer signed satisfaction letter after cabinets are installed and the repairs are completed on *** *** *** (please see the attached -Invoice)Granite countertop installation on ** *** ***Customer disputed the color (Every granite by nature varies the color)NAKB offered the customer *** for color dissatisfaction (the granite is NOT lower end- just has a color variation)Customer rejected our offer and counter offered with the whole balance of refund (***) on *** *** *** Customer and NAKB acknowledged and engaged a new agreement with the new terms on *** *** *** including:1- Customer canceled the recessed light installation and removed it from the contract *** *** ***2- Customer agreed on keeping the granite countertop *** *** ***3- NAKB performed the sink plumbing and dishwasher attachment, garbage disposal and faucet installation4- NAKB installed backsplash tile and applied grout5- NAKB refunded *** to customer per the new agreementAfter the new agreement, NAKB completed the sink plumbing, dishwasher attachment, garbage disposal and faucet installation on *** *** ***NAKB installed tile backsplash and grout applied on *** *** *** (Please note that backsplash can be only installed after the countertop installationHad the customer rejected the granite countertop we would not be able to install tile backsplash nor could have been performed any sink plumbing or faucet installation).As a courtesy we asked the customer to schedule a date and time to repair/fix minor grout issue since he complaintBut customer preferred to contact the InnerBank in order to get a refund. Resolution: We would be happy to repair/fix the grout if there is any issueBut, per customer agreement, ** *** agreed on keeping the granite countertop, canceled the recessed light installation. Microwave is already fixed and the cabinets are already fixedCompensated in the amount of *** There for ** *** does not owe NAKB *** as a refund of his remaining balance. When we installed cabinets, all the moldings, trash can(waste basket) were installed 100% satisfied by customer(please refer the cabinet installation certificate/invoice- attached)For the electrical permitsOn our contract page 6, under 11th, it is clearly indicated that "All permits by customer unless it`s indicated on the contract" And we are NOT affiliated with another company includes any place in *** unlike customer indicates.It is important for us to fullfill our obligations within our contract but the customer has different intentions unfortunately. I am also including the previous emails conversation with the customer(attached)Please contact us should you have any questionThank you so much! *** ***
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Please find the attachment, our resolution with the customers Mr and Mrs [redacted].Thank you for your time.  New AmericanKitchen and Bath, Inc.  [redacted] Pl.               [redacted], VA.  [redacted]

Dear representative of Revdex.comWe have just received your letter yesterday 05/05/2017 regarding the case number [redacted]  and here is our respose. Per our written contract page 4 under payment schedule, customer agreed to pay $[redacted] after the cabinet installation. (please refer the contract and...

installed cabinets pictures- pictures attached). Addition to that $[redacted] needs to be collected from the customer at the end of the job. The customer has a total balance of $[redacted].00 New American Kitchen & Bath installed **% of the cabinets within the industry standards. The complaints that Revdex.com received from the customer is based on an attempt to damage our company's reputation and attempt to get away from paying the full price of what was agreed on. As New American Kitchen & Bath, Inc. we are fully licensed and insured professional company in the State of Virginia whom can perform remodeling in any location within the State of Virginia. If needed our license number can be pulled by DPOR web site. We are more than happy to provide our license information to Revdex.com if requested.1- The customer complaints about the sales/designer person being the same person as of the installer. We think that any designer or sales person who has knowledge and skill can perform actual installation especially if he/she has a contractor license. There is no law or regulation prove the otherwise by DPOR. Customer actually was lucky to have our best installer who is also a designer and skillful installer and was assigned for this job. 2- Customer complaints about the change orders. Per [redacted]  description of "change order" is legally binding documents that both parties agreed on for unforeseen conditions when site conditions differ from the expected. We have done 2 change orders during the construction and 1 change order before the construction in total of 3 change orders. All of them are acknowledged and confirmed and signed by the customer BEFORE we started to perform the specific job. (please see the change order attachment". Every customer has an option to agree or disagree the change order before they acknowledge and confirm the change order. 3- We did never refuse to give any warranty or guarantee information unlike what the customer indicated on their letter. All the jobs are performed by fully licensed experts confirmed by the State of Virginia and [redacted]. We have been trained by the industry professionals for more than 15 years for installation of cabinets, different type of flooring, painting and so on. We have never had issue with cabinet installation regarding any safety or the way of installation before. Again, all the installations are done by licensed professionals. In our contract, the cabinets have limited lifetime warranty and the customer may request a replacement if it is needed for life. We also give 1 year warranty on labor and it is clearly indicated on the contract. (contract page 5)4- Customer requests the price break down. Customers came to visit our store twice before they decided to sign a contract and each visit took about 3 hours to go over the space planning and design, the details of the design, material selection, material quality inspection and all the information that is including the manufacturer information of the cabinetry. Every customer get all the information and the answers of their questions before signing the contract in our company. At the end of the review, customer sign and initials the 7 page of detailed contract, sign the floor plan of the new design and another 7 page of the perspective design pictures. In total of 15 pages. We informed the customer that we offer them package deal price and that way there is more savings because all the labor and material prices reduced when bundled, but it is not possible to do an itemization. Because then if any customer request any individual labor or material among the package deal then discounted price may not be accurate. Price break down or itemization is only possible for any change order.  Customer acknowledged this and signed the contract.  5- We have been in touch with the customer and never ignored the customer since day one. How can we ignore the customer since even one of our salesman/designer worked in the customer`s house everyday? There has been many emails and phone conversation back and forth in regards to development of the project on top of our designer being at the job site constantly. 6- At one time during the installation, the installer found out that one cabinet came in a wrong box construction by the manufacturer. As soon as our installer saw the cabinet he was the one who informed the customer immediately and requested a new cabinet from the manufacturer. At this time we are waiting for cabinet to arrive. As soon as it arrives we will deliver the cabinet. We also performed several extra works such as floor modification and additional drywall patching at no additional cost to the customer. 7- In our written signed and dated contract page 7 item number 11, it is clearly indicated with underlined, bold and capital letters that says, All permits are to be pulled by the customer, unless indicated in the contract. Home owner is responsible for the permits. (please see the attached contract)Our contract is terminated by customer by only customer`s decision. There is no mutual agreement on the cancellation. We represented the best way of customer service and we showed our good faith to the customer by informing them that we are ready to restart the project again as soon as one cabinet arrives in our showroom. We also requested [redacted] not to issue any penalty to the home owner based on the permits, and the County confirmed that there will not be any penalty against the customer. We sent an email also left phone messages and we let them know that we are ready to start again on 04/26/2017 BEFORE the customer cancelled of the project officially on 04/27/2017. Our customer's  intention is to escape from paying the full balance of the work has been done furthermore attempt to get a refund for all the work has been done so far and the goods have been delivered. We, as a company believe that we fulfilled our obligations until the customer cancelled the project, therefore we are in a process of seeking our rights in higher authorities at this time. Should you have question, please do not hesitate to contact us. Thank you