OakCraft Elegant Cabinetry

All of the OakCraft personnel that I worked with provided exceptional customer service. Kimberly in Mesa, as well as, the Peoria warehouse were awesome to work with... although I made a mistake on a cabinet side panel OakCraft corrected it at their expense. I would definitely use OakCraft again!

OakCraft will address the concerns of the complainant; however, I do not believe that we will be in a position to take care of this until early January. 

This is an unusual situation in that the request from Mr. [redacted] falls outside the scope of...

OakCraft’s warranty policy.  Mr. [redacted] was a customer of a company called Nothing But Cabinets.   Under normal circumstances Mr. [redacted] would be required to place his warranty request through the vendor (dealer) who would then evaluate the issue.  If the problem were a manufacturing defect then then the dealer would file the appropriate warranty claim, for replacement parts and the dealer would be responsible for receiving and installing the warranty items.  If any of the issues were a result of errors in the installation of the product then the dealer would be responsible for those issues. 

Unfortunately Mr. [redacted]’s vendor, Nothing But Cabinets, went out of business, so this became a situation where OakCraft was asked to perform the function of the dealer as well as the manufacturer, going well beyond our written warranty policy. 

That being said, it appears that OakCraft has been guilty of a failure to properly communicate with Mr. [redacted] in a timely manner.   While not offering this as an excuse this did occur in the middle of an extremely busy period of building construction coupled with an extreme shortage of skilled labor.  So, our staff has been working 50 to 60 hour weeks to satisfy demand, and it is somewhat understandable why this request may not have received immediate attention due to the fact that it was outside of our normal activity.  

The particular employee that visited Mr. [redacted]’s residence has been in the process of being transferred to another position in Tucson, and it appears that he has simply failed to do a proper follow through after his visit to Mr. [redacted]’s residence. 

We will assign another representative to this matter in early January and do our best to satisfy Mr. [redacted]’s request for appropriate repairs. 

This is a unique situation, and OakCraft is willing to go beyond its normal warranty policies to assist this customer; however, we have obviously been remiss in our communication.

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.  The problem was resolved on 12/31/2013. For the record, the last name is [redacted] and not [redacted].
Regards,