Prestige Custom Cabinetry, Inc.

Review: We live in a newly built home in which Prestige Custom Cabinetry installed the cabinets and counter tops. We are having an issue where our kitchen counter tops are separating from the wall by about a quarter of an inch. Prestige sent two gentlemen to our home to take a look at the situation. They basically said the reason this is happening is because the extreme cold weather we've been having is causing the studs in the wall to dry out and shrink, therefore separating the wall from the counter top. They tried to tighten a few screws with no results. The older of the two gentlemen, while trying to determine where the studs were and how much give there was, was pushing and pounding on the wall rather vigorously. While doing so, the heads of three drywall screws pushed through the paint and are now exposed. They said short of resetting the entire kitchen there wasn't much they could do, but that they would run it by their boss([redacted]) to see if he had any further ideas, and that somebody would call to set up a time to come back. They said the exposed screws would be addressed at that time. Some time passed and I never heard from Prestige. I called them the week of 02/17 and talked to [redacted], who said that there was nothing they could do and that our builder should be taking responsibility. His exact words were that this is their "turd", they should fix it. I told him that Prestige needs to take some responsibility since they were the ones that installed the cabinets and that I also wanted the damage caused by their employee to be fixed. [redacted] said he would make sure to fit us into his schedule the following week and personally stop by to see what could be done. The week passed and he never called or stopped by. I tried to contact [redacted] on Friday 02/28 to see what was up. I did not get a response.Desired Settlement: 1) I want the exposed screws to be patched and covered.

2) I'm also not sure if the counter tops were installed properly. If resetting the kitchen will address the problem as the Prestige employees suggested, then I feel this should be done. I am of course not a cabinet expert, so at this point I just want an honest dialog to take place in my kitchen between myself and [redacted] or the business owner, so I can understand my options and we can work to resolve this issue.

Business

Response:

First of all we would like to state that we at Prestige Custom Cabinetry. Inc. take great pride in manufacturing and installing quality cabinetry and we have many repeat contractors & customers who we work with. Our staff also includes many highly skilled veterans of the trade from engineering, manufacturing and installation. Regarding !he complaint from Mr. [redacted] id [redacted], submitted 3/3/2014 and received by Prestige Custom Cabinetry 3/ 11/2014. At the time the letter was received, this matter had already been on our schedule to complete for 3/13/2014 and it was resolved on 3/13/2014. The customer also stated that he was very happy·and would write another letter back to you stating so.

We would also like to state that we installed this job originally on 9/12/2011. We also want to note that the wall (which we did not build), was actually pulling away from our cabinetry and counter-tops which were securely fastened and tight to the floor as well as the lower wall. Occasionally during cold winters when the heat is running.a lot and there is no humidity added to the air it is quite common that some wood will shrink. In this case the studs in the walls must have shrunk and then the wall pulled away from the cabinetry and counter-tops. We could have just re-caulked it and been done with it but we tried to go over and above the call of duty to assist with the wall problem and in doing so some screws popped through the wall We had all the intentions to return and address the screws, however it just took us awhile (0 get it scheduled up with another job in that vicinity. On 3/ 1312014 we resolved the issue by resetting one counter-top, removing existing caulk and re-caulking and fixed up the screw holes. Customer satisfaction is very important to us so please reply to us to let us know that you have received this letter and that the issue has been resolved.

Thank you for your time.

Consumer

Response:

[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 is satisfactory to me.