Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11781836. Although there are discrepancies in Acorns rebuttal, we find that this resolution would be satisfactory. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We are in receipt of the [redacted] letter from their attorney as of Thursday, October 21, 2016. There were several issues on this particular order... [redacted] our Sales Manager, [redacted] our Project Manager and [redacted] our Masterbrand Representative were all involved in trying...
to resolve their complaints. The cabinets were ordered On February 15, 2015 and came in on March 30th, we have documentation of all of this, it did not take 12 weeks for the cabinets to come in. The cabinets have a standard 4-6 week lead time and the cabinets came in within those time restrictions. There was an issue with the customer not liking the way the grain was running, vertical vs. horizontal. We had to get the Regional Representative involved to approve any replacements, this is standard as well when there are customer complaints. We re-ordered everything that they asked for and even went to the lengths of giving them an absolutely FREE installation because they did not have an installer. Our install Manager [redacted] was at their home multiple times and even assisted with the installation. There were some subsequent parts that had to be ordered due to damage (which does happen on occasions) and there were some delays due to this, there were also delays on the [redacted] part due to several vacations they took. We stopped work at their home due to the [redacted] failing to make good on their final $400.00 payment, they wrote a check to us and then stopped payment on it, we have documentation of that as well. [redacted] addressed this with [redacted] that in order for us to finish with his job we would need him to make good on his check, [redacted] was belligerent with [redacted] and we have not heard from them until this complaint and the letter from their attorney. We are not disagreeing that there many issues with this cabinet order but we feel that we have gone above and beyond to make it right, including a free installation and multiple extra items that we covered as a courtesy. The installation alone would have cost them Thousands of dollars and we charged them nothing. We do not have any issues returning to their home and finishing the install but they will have to make good on their final payment of $400.00, this was never paid and is the final payment on their cabinet order. Our policy states that all outstanding balances be collected prior to delivery and install. Also wanting to address Mrs. [redacted] statement that [redacted] is the owners son, that is a false statement. Also, [redacted] did not use foul language while speaking with [redacted]...another inaccurate statement. Acorn Kitchen & Bath does not treat their clients by using disrespectful language. [redacted] is available to go over any questions you may have and he will also be contacting you via phone. We will also be in touch with their attorney and try and get something scheduled to go back to their home if they are willing to pay their balance and make good on their NSF check that was written on December 8, 2015.Respectfully,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11781836. Although there are discrepancies in Acorns rebuttal, we find that this resolution would be satisfactory. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We are in receipt of the [redacted] letter from their attorney as of Thursday, October 21, 2016. There were several issues on this particular order... [redacted] our Sales Manager, [redacted] our Project Manager and [redacted] our Masterbrand Representative were all involved in trying...
to resolve their complaints. The cabinets were ordered On February 15, 2015 and came in on March 30th, we have documentation of all of this, it did not take 12 weeks for the cabinets to come in. The cabinets have a standard 4-6 week lead time and the cabinets came in within those time restrictions. There was an issue with the customer not liking the way the grain was running, vertical vs. horizontal. We had to get the Regional Representative involved to approve any replacements, this is standard as well when there are customer complaints. We re-ordered everything that they asked for and even went to the lengths of giving them an absolutely FREE installation because they did not have an installer. Our install Manager [redacted] was at their home multiple times and even assisted with the installation. There were some subsequent parts that had to be ordered due to damage (which does happen on occasions) and there were some delays due to this, there were also delays on the [redacted] part due to several vacations they took. We stopped work at their home due to the [redacted] failing to make good on their final $400.00 payment, they wrote a check to us and then stopped payment on it, we have documentation of that as well. [redacted] addressed this with [redacted] that in order for us to finish with his job we would need him to make good on his check, [redacted] was belligerent with [redacted] and we have not heard from them until this complaint and the letter from their attorney. We are not disagreeing that there many issues with this cabinet order but we feel that we have gone above and beyond to make it right, including a free installation and multiple extra items that we covered as a courtesy. The installation alone would have cost them Thousands of dollars and we charged them nothing. We do not have any issues returning to their home and finishing the install but they will have to make good on their final payment of $400.00, this was never paid and is the final payment on their cabinet order. Our policy states that all outstanding balances be collected prior to delivery and install. Also wanting to address Mrs. [redacted] statement that [redacted] is the owners son, that is a false statement. Also, [redacted] did not use foul language while speaking with [redacted]...another inaccurate statement. Acorn Kitchen & Bath does not treat their clients by using disrespectful language. [redacted] is available to go over any questions you may have and he will also be contacting you via phone. We will also be in touch with their attorney and try and get something scheduled to go back to their home if they are willing to pay their balance and make good on their NSF check that was written on December 8, 2015.Respectfully,[redacted]