Reico Kitchen & Bath

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Reico Kitchen & Bath regarding complaint
ID ***
Regards,
*** ***

We built our house in Our contractor recommended *** for our cabinets We took his advice and worked with *** *** Inc*** in Raleigh, NC to come up with a configuration that would serve our needs We moved in the house in December
We had some early problems with the cabinets and we finally contacted *** in December We had a recurring issue with the finish flaking off several cabinets in unlikely locations But the problem that spurred the email our glass front cabinet for our dishes and glassware The finish on the interior was chipping at the slightest touch of a finger let alone a dish For these problems the touch up pencils did not work, i.e., it did not get absorbed, did not last or match the cabinet finish
*** agreed to do something about the glass front cabinet and the finish that was flaking off other cabinets This fix turned out to be replacing the old shelves and adding paneling to the cabinet back, sides and bottom Without ever coming to see the problem, they made the maple inserts and new shelvesThey sent someone to install the shelving and paneling in February The edge of the added bottom piece's rough edge showed above the cabinet trim Adding the back piece reduced the cabinet depth such that we could not use it for storing our dishes We were not thrilled but the paneling was already installed
We had to remind *** about fixing the flaking problem *** *** came out in mid-April *** looked at the bottom piece added to the cabinet and said he would send someone out to replace it with a thinner piece so it would not protrude above the trim (the cabinet base was bowed so the new liner was bent over that) He also said he would send someone out to address the finish issues The workmen came out on May They started but did not finish; they left before doing the guest bathroom We called *** about this as well as the liner replacement He said he would send someone and would call us with the schedule Bottom Line: In spite of our follow-up, no one came out to replace the cabinet bottom piece nor finish repairing the areas that were flaking And, the touthat was completed did not last
We continued to try to contact *** via email In September 2014, after more than a year of trying to make contact, we called their management and learned someone bought the company but our original contact/planner *** *** was still thereThey put us in touch with *** *** Regional Manager of Reico *** and BathWe also had a new problem, the bottom new liner in the glass front cabinet now had stress fractures *** visited us on September He offered to make some of the repairs The next day he called to say he had ordered two cabinet/drawer fronts That was the last we heard from *** though we followed up many times
In April we wrote again and got a response that at least some of the issues would be addressed Then there were email exchanges that led to a visit from *** ***, April *** also was Regional Manager from Reico He also clearly stated that the warranty on the cabinetry was provided by *** Which we took as "It's not our problem."He took pictures of the areas in question He said he would get back to us, which he did He sent an email that said he sent the pictures to his *** rep who reportedly said : "This would not be covered under the warranty and would fall under the category of wear and tear. This type of chipping comes from use and not a defect in the finish. As a courtesy I would be happy to have them shipped a touch up kit."
We responded to his email Briefly stated we said: The finish on some cabinets was obviously blistering and flaking off and was not worn offWe also mentioned the problem with the bottom piece of the glass front cabinet We asked that this information be provided to the *** and to ask him why these would not be covered by the warranty We find it hard to believe the *** rep could look at a snapshot and determine the cause was wear and tear, not flaking, especially since this has been ongoing issue starting about a year after their installation Also, in what universe are the stress fractures in the bottom of a cabinet as a result of a faulty repair considered "wear and tear" We did not get a response to this email
In September we wrote to *** Builder Cabinet Group and again got no response
So after almost four frustrating years of promises to correct issues, accepted at the time by *** dealers, and failure to follow through or even to respond, we are writing you to get some satisfaction