In response to this complaint there are a few factors to considerThis job was originally installed years ago in December of The customer ordered the replacement doors because she wanted everything fresh and new because they had experienced wear and tearI told her we would try to do it as reasonably as possible but we needed to at least cover some of the material cost and I would cover the labor as we appreciated their business and since they were a previous customerSo we ordered the doors The base cabinet doors came in with a square vsan arch because the factory made a mistake [redacted] told [redacted] that we could re-order those or simply replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the topShe agreed as long as all of the doors on the bottom were matching then it was okSo we did order thoseAll of the base doors match as of nowThe customer then changed her mind and insisted on doing the arches on the base doors alsoIf we had known that she was going to change her mind we would have done it that way right from when we saw the factories' mistake rather than waste valuable time and money The next issue became that the factory got back ordered on the colorApparently there was a communication breakdown on our end because we each thought the customer knew it would be a while before the raw material would be in to the factory, and we feel bad about that internal misunderstandingThey couldn't tell us when they would get that color, only that it was on order but it came from a different country so we had no control over it Long story short they have the material now, and are producing the arched doors and they will be in by the 1st week in DecemberAs soon as we have them we will be scheduling the service call and it will be doneThat is the very best we can do at this time and we look forward to taking care of this and moving forward Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear [redacted] , I apologize I did not respond to your email as of 112014, complaint # [redacted] , concerning the incorrect ( square ) cabinets doors delivered 22014, by U S Cabinet Refacing, Inc In the future I will respond much quicker The reason I didn't respond was because according to [redacted] ***, in his response, as of 112014, he states " the arched doors will be in by the 1st week of December and as soon as we have them we will be scheduling the service call" This is now the 2nd week and I have not heard anything, as of yet I would like to take this opportunity to respond to the comment [redacted] made about me agreeing, with [redacted] to " replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top"First of all, I'm not interested in what the trend of today isSecond, I don't like squaresThird, all I want is the original order, placed in Feb2014, to have all doors, with the arched design I feel I have waited an excessive amount of time for this issue to be resolvedI, too, would like to move forward Sincerely, [redacted] **
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[iYour Answer Here]
I will send a copy of said conversation when in structed where to send it.it is not mentioned in laymens terms that the lainate is indeed only plastic.also per conversation with nys atty genl in *** business is supposed to hold onto check for hours before cashed per nys written laws
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:i do not accept response because the thermofoil material I found out was made of plastic.they never told us of ths plastic so breech of contract and nys law states check to be held for hours before being cash.breech of nys law.I have email fro owner stating they made mistake with install date and never informed us.we were deceived not being told thermofoil was plastic
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***
In response to this "complaint" there are many variables to considerI will address them in numerical form in order of appearance on the "complaint" form filed by the customer
In regards to our depositing the down payment check before the "hours" unfortunately this customer does not
understand the lawWe deposited the check as is operating procedure based on the fact that the customer wanted to proceed with the workIf this customer had wanted to rescind the contract within the prescribed hours we absolutely and positively would have returned the deposit accordingly, and it is BOLDLY WRITTEN on our contract of sale that the customer has this right to cancelIn fact, I went there to measure and blueprint the kitchen as normal, and in fact I was kind enough to give them a brand new sink which was not in the original contract because I wanted the job to be as perfect as it could be! When I walked out, *** *** said thank you for the sink and I said I would be in touch when everything came inObviously they did not cancel the job within the day recission period
In regards to scheduling of the job, of course we felt bad that the customer misunderstood the start dateI am not saying I am perfect, but after doing this for over years I have a rock solid system of scheduling and I 100%++ scheduled this job for Tuesday 10/**! In fact, I have an invoice from my countertop supplier showing that the last piece of Formica needed for the countertop was going to be in on Monday 10/**, and they would finish the counter that day so I therefore scheduled it for TuesdayOn that Monday 10/** I had an early appointment and was with a customer when I saw a couple of missed calls, but I try to give undivided attention to a customer when I am in their home so I figured I would call back after as alwaysWhen I saw a couple of more calls from the same source I asked the customer I was with if they would excuse me for a minute as there may be some urgent matter so I went outside at a few minutes after 11am and called back the ***I ap olog ized sincerely for the misunderstanding and said we would definitely be there the next morning as scheduled*** *** got extremely agitated and said "No you won't be here tomorrow!! You aren't stepping foot in this house! If anybody comes here it will be trespassing and we will call the police!!" I was obviously taken aback, I spoke calmly and asked if we could be reasonable for a minute but he hung up on meI tried to call back but they didn't answerI called my original sales rep *** and he tried to get them but no answerEventually they called *** back but they maintained their stanceI told *** I would let them try to cool down and call them laterAt 4:that afternoon I received a text message saying they don't trust us, etc, etcSo I tried one more time to see if we could still come the next morning, but it was to no avail
In regards to getting their down payment back, this whole kitchen was custom made and cannot go anywhere elseFurthermore, the reality is that this customer actually owes us another $as it states very clearly in our contract of sale that they are responsible for 50% of the contract amount ($3600.00) if for any reason on their part that we are not able to proceed with the workAt this point, I have not pursued this avenueQuite frankly I was hoping the dust would settle and they would realize what is really going on here, and that we did absolutely nothing wrong, and never for one second had any bad intentions!! We would be happy to complete our end of the deal and install the kitchen they had us custom make for them upon receipt of certified checks or cash for the last payments as agreed upon in the contract of saleIf they want to pay the $only, we would be happy to deliver all the materials to them and they can do whatever they want with themWe hav e absolutely no use for these custom made materials
In closing, I truly must say that I am baffled by this turn of eventsI find it hard to believe that because of a one day misunderstanding we have come to thisI can't help but wonder, what if that morning my guys had an accident, or were truly sick, or any number of things that could happen to cause a small delay that was unforeseen, would they still do this? What if they had an unforeseeable situation and they had to delay us a day...would we still be in this situation? Unfortunately we all know that things do happen, and this certainly could have been a million times worse on many different levels but anyway, here we are
As far as resolving the issue I have given options above and see no other way to resolve this as we are not at fault here
Thank you,
Seth Shaw, Pres
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
They called to say that my tilt tray is in stock and will be installed next weekAs far as the remark about me saying it's no emergency to fix the granite, I asked if there was something I could buy to fix it myself since I just wanted to be done with the job at that point - other things went wrong during the work and I just wanted it over*** told me not to fix it myself, it had to be done professionally - only problem, since it was the week before Christmas, I'd have to wait till after the holiday***'s tone about me contacting Revdex.com is uncalled forThere were serveral mistakes throughout the job - wrong size doors, mismeasuring of my sink and pipes, and then thisI don't think I need to call and remind him to do what's rightThe fact that his excuse is that they were hectic because of the holiday is so wrongI paid my money and then forgotten about
In response to this complaint there are a few factors to considerThis job was originally installed years ago in December of The customer ordered the replacement doors because she wanted everything fresh and new because they had experienced wear and tearI told her we would try
to do it as reasonably as possible but we needed to at least cover some of the material cost and I would cover the labor as we appreciated their business and since they were a previous customerSo we ordered the doors
The base cabinet doors came in with a square vsan arch because the factory made a mistake*** told *** *** that we could re-order those or simply replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the topShe agreed as long as all of the doors on the bottom were matching then it was okSo we did order thoseAll of the base doors match as of nowThe customer then changed her mind and insisted on doing the arches on the base doors alsoIf we had known that she was going to change her mind we would have done it that way right from when we saw the factories' mistake rather than waste valuable time and money
The next issue became that the factory got back ordered on the colorApparently there was a communication breakdown on our end because we each thought the customer knew it would be a while before the raw material would be in to the factory, and we feel bad about that internal misunderstandingThey couldn't tell us when they would get that color, only that it was on order but it came from a different country so we had no control over it
Long story short they have the material now, and are producing the arched doors and they will be in by the 1st week in DecemberAs soon as we have them we will be scheduling the service call and it will be doneThat is the very best we can do at this time and we look forward to taking care of this and moving forward
Sincerely,*** *** ***
*** *** *** ***
This service was completed on fri 12/** We replaced the doors that were in question and upheld the request by the customer to do so Furthermore, in lieu of any refund we are giving the customer a new year factory warranty on these new doors We feel this is more than satisfactory and hope this concludes this situation We once again appreciate the patience with this process as once again we do not have control over materials or colors that are back ordered Thank you, *** ***
This is very unfortunate to once again be going over the same thing over and over again The only way we will be giving a refund of the deposit is if it is ruled by a judge Otherwise I'm not sure what else to say regarding this matter, I have said everything I can I would be more than happy to appear in small claims court so that this matter can be resolved by the proper authorities
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear *** ***,
I apologize I did not respond to your email as of 11/**/2014, complaint #***, concerning the incorrect ( square ) cabinets doors delivered 2/**/2014, by U S Cabinet Refacing, Inc. In the future I will respond much quicker. The reason I didn't respond was because according to *** ***, in his response, as of 11/**/2014, he states " the arched doors will be in by the 1st week of December and as soon as we have them we will be scheduling the service call". This is now the 2nd week and I have not heard anything, as of yet.
I would like to take this opportunity to respond to the comment *** *** made about me agreeing, with *** to " replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top"First of all, I'm not interested in what the trend of today isSecond, I don't like squaresThird, all I want is the original order, placed in Feb2014, to have all doors, with the arched design
I feel I have waited an excessive amount of time for this issue to be resolvedI, too, would like to move forward
Sincerely,
*** ***
**
*** ***,We apologize for the delay but I did inform my granite guy about the chip in the granite and he does have you on the service list You had told me that it could be done when they are in the area and it wasn't an emergency but you'd just like to get it done As far as the tilt
tray I did not even know about it, and being that your job was finished right before Xmas my installer unfortunately forgot since it was so hectic at that time! I'm kind of surprised that you wouldn't give me a courtesy call to check in on the tilt tray and granite guy but instead felt the need to make a formal complaint but it is what it is...we will be taking care of these items as we always do and have done for the last yearsThey will contact you to schedule these things over the next week or so Thanks
In response to this complaint there are a few factors to considerThis job was originally installed years ago in December of The customer ordered the replacement doors because she wanted everything fresh and new because they had experienced wear and tearI told her we would try to do it as reasonably as possible but we needed to at least cover some of the material cost and I would cover the labor as we appreciated their business and since they were a previous customerSo we ordered the doors The base cabinet doors came in with a square vsan arch because the factory made a mistake [redacted] told [redacted] that we could re-order those or simply replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the topShe agreed as long as all of the doors on the bottom were matching then it was okSo we did order thoseAll of the base doors match as of nowThe customer then changed her mind and insisted on doing the arches on the base doors alsoIf we had known that she was going to change her mind we would have done it that way right from when we saw the factories' mistake rather than waste valuable time and money The next issue became that the factory got back ordered on the colorApparently there was a communication breakdown on our end because we each thought the customer knew it would be a while before the raw material would be in to the factory, and we feel bad about that internal misunderstandingThey couldn't tell us when they would get that color, only that it was on order but it came from a different country so we had no control over it Long story short they have the material now, and are producing the arched doors and they will be in by the 1st week in DecemberAs soon as we have them we will be scheduling the service call and it will be doneThat is the very best we can do at this time and we look forward to taking care of this and moving forward Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Dear [redacted] , I apologize I did not respond to your email as of 112014, complaint # [redacted] , concerning the incorrect ( square ) cabinets doors delivered 22014, by U S Cabinet Refacing, Inc In the future I will respond much quicker The reason I didn't respond was because according to [redacted] ***, in his response, as of 112014, he states " the arched doors will be in by the 1st week of December and as soon as we have them we will be scheduling the service call" This is now the 2nd week and I have not heard anything, as of yet I would like to take this opportunity to respond to the comment [redacted] made about me agreeing, with [redacted] to " replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top"First of all, I'm not interested in what the trend of today isSecond, I don't like squaresThird, all I want is the original order, placed in Feb2014, to have all doors, with the arched design I feel I have waited an excessive amount of time for this issue to be resolvedI, too, would like to move forward Sincerely, [redacted] **
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[iYour Answer Here]
I will send a copy of said conversation when in structed where to send it.it is not mentioned in laymens terms that the lainate is indeed only plastic.also per conversation with nys atty genl in *** business is supposed to hold onto check for hours before cashed per nys written laws
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:i do not accept response because the thermofoil material I found out was made of plastic.they never told us of ths plastic so breech of contract and nys law states check to be held for hours before being cash.breech of nys law.I have email fro owner stating they made mistake with install date and never informed us.we were deceived not being told thermofoil was plastic
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ***
In response to this "complaint" there are many variables to considerI will address them in numerical form in order of appearance on the "complaint" form filed by the customer
In regards to our depositing the down payment check before the "hours" unfortunately this customer does not
understand the lawWe deposited the check as is operating procedure based on the fact that the customer wanted to proceed with the workIf this customer had wanted to rescind the contract within the prescribed hours we absolutely and positively would have returned the deposit accordingly, and it is BOLDLY WRITTEN on our contract of sale that the customer has this right to cancelIn fact, I went there to measure and blueprint the kitchen as normal, and in fact I was kind enough to give them a brand new sink which was not in the original contract because I wanted the job to be as perfect as it could be! When I walked out, *** *** said thank you for the sink and I said I would be in touch when everything came inObviously they did not cancel the job within the day recission period
In regards to scheduling of the job, of course we felt bad that the customer misunderstood the start dateI am not saying I am perfect, but after doing this for over years I have a rock solid system of scheduling and I 100%++ scheduled this job for Tuesday 10/**! In fact, I have an invoice from my countertop supplier showing that the last piece of Formica needed for the countertop was going to be in on Monday 10/**, and they would finish the counter that day so I therefore scheduled it for TuesdayOn that Monday 10/** I had an early appointment and was with a customer when I saw a couple of missed calls, but I try to give undivided attention to a customer when I am in their home so I figured I would call back after as alwaysWhen I saw a couple of more calls from the same source I asked the customer I was with if they would excuse me for a minute as there may be some urgent matter so I went outside at a few minutes after 11am and called back the ***I ap olog ized sincerely for the misunderstanding and said we would definitely be there the next morning as scheduled*** *** got extremely agitated and said "No you won't be here tomorrow!! You aren't stepping foot in this house! If anybody comes here it will be trespassing and we will call the police!!" I was obviously taken aback, I spoke calmly and asked if we could be reasonable for a minute but he hung up on meI tried to call back but they didn't answerI called my original sales rep *** and he tried to get them but no answerEventually they called *** back but they maintained their stanceI told *** I would let them try to cool down and call them laterAt 4:that afternoon I received a text message saying they don't trust us, etc, etcSo I tried one more time to see if we could still come the next morning, but it was to no avail
In regards to getting their down payment back, this whole kitchen was custom made and cannot go anywhere elseFurthermore, the reality is that this customer actually owes us another $as it states very clearly in our contract of sale that they are responsible for 50% of the contract amount ($3600.00) if for any reason on their part that we are not able to proceed with the workAt this point, I have not pursued this avenueQuite frankly I was hoping the dust would settle and they would realize what is really going on here, and that we did absolutely nothing wrong, and never for one second had any bad intentions!! We would be happy to complete our end of the deal and install the kitchen they had us custom make for them upon receipt of certified checks or cash for the last payments as agreed upon in the contract of saleIf they want to pay the $only, we would be happy to deliver all the materials to them and they can do whatever they want with themWe hav e absolutely no use for these custom made materials
In closing, I truly must say that I am baffled by this turn of eventsI find it hard to believe that because of a one day misunderstanding we have come to thisI can't help but wonder, what if that morning my guys had an accident, or were truly sick, or any number of things that could happen to cause a small delay that was unforeseen, would they still do this? What if they had an unforeseeable situation and they had to delay us a day...would we still be in this situation? Unfortunately we all know that things do happen, and this certainly could have been a million times worse on many different levels but anyway, here we are
As far as resolving the issue I have given options above and see no other way to resolve this as we are not at fault here
Thank you,
Seth Shaw, Pres
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
They called to say that my tilt tray is in stock and will be installed next weekAs far as the remark about me saying it's no emergency to fix the granite, I asked if there was something I could buy to fix it myself since I just wanted to be done with the job at that point - other things went wrong during the work and I just wanted it over*** told me not to fix it myself, it had to be done professionally - only problem, since it was the week before Christmas, I'd have to wait till after the holiday***'s tone about me contacting Revdex.com is uncalled forThere were serveral mistakes throughout the job - wrong size doors, mismeasuring of my sink and pipes, and then thisI don't think I need to call and remind him to do what's rightThe fact that his excuse is that they were hectic because of the holiday is so wrongI paid my money and then forgotten about
In response to this complaint there are a few factors to considerThis job was originally installed years ago in December of The customer ordered the replacement doors because she wanted everything fresh and new because they had experienced wear and tearI told her we would try
to do it as reasonably as possible but we needed to at least cover some of the material cost and I would cover the labor as we appreciated their business and since they were a previous customerSo we ordered the doors
The base cabinet doors came in with a square vsan arch because the factory made a mistake*** told *** *** that we could re-order those or simply replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the topShe agreed as long as all of the doors on the bottom were matching then it was okSo we did order thoseAll of the base doors match as of nowThe customer then changed her mind and insisted on doing the arches on the base doors alsoIf we had known that she was going to change her mind we would have done it that way right from when we saw the factories' mistake rather than waste valuable time and money
The next issue became that the factory got back ordered on the colorApparently there was a communication breakdown on our end because we each thought the customer knew it would be a while before the raw material would be in to the factory, and we feel bad about that internal misunderstandingThey couldn't tell us when they would get that color, only that it was on order but it came from a different country so we had no control over it
Long story short they have the material now, and are producing the arched doors and they will be in by the 1st week in DecemberAs soon as we have them we will be scheduling the service call and it will be doneThat is the very best we can do at this time and we look forward to taking care of this and moving forward
Sincerely,*** *** ***
*** *** *** ***
This service was completed on fri 12/** We replaced the doors that were in question and upheld the request by the customer to do so Furthermore, in lieu of any refund we are giving the customer a new year factory warranty on these new doors We feel this is more than satisfactory and hope this concludes this situation We once again appreciate the patience with this process as once again we do not have control over materials or colors that are back ordered Thank you, *** ***
This is very unfortunate to once again be going over the same thing over and over again The only way we will be giving a refund of the deposit is if it is ruled by a judge Otherwise I'm not sure what else to say regarding this matter, I have said everything I can I would be more than happy to appear in small claims court so that this matter can be resolved by the proper authorities
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear *** ***,
I apologize I did not respond to your email as of 11/**/2014, complaint #***, concerning the incorrect ( square ) cabinets doors delivered 2/**/2014, by U S Cabinet Refacing, Inc. In the future I will respond much quicker. The reason I didn't respond was because according to *** ***, in his response, as of 11/**/2014, he states " the arched doors will be in by the 1st week of December and as soon as we have them we will be scheduling the service call". This is now the 2nd week and I have not heard anything, as of yet.
I would like to take this opportunity to respond to the comment *** *** made about me agreeing, with *** to " replace the other base doors (there are total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top"First of all, I'm not interested in what the trend of today isSecond, I don't like squaresThird, all I want is the original order, placed in Feb2014, to have all doors, with the arched design
I feel I have waited an excessive amount of time for this issue to be resolvedI, too, would like to move forward
Sincerely,
*** ***
**
*** ***,We apologize for the delay but I did inform my granite guy about the chip in the granite and he does have you on the service list You had told me that it could be done when they are in the area and it wasn't an emergency but you'd just like to get it done As far as the tilt
tray I did not even know about it, and being that your job was finished right before Xmas my installer unfortunately forgot since it was so hectic at that time! I'm kind of surprised that you wouldn't give me a courtesy call to check in on the tilt tray and granite guy but instead felt the need to make a formal complaint but it is what it is...we will be taking care of these items as we always do and have done for the last yearsThey will contact you to schedule these things over the next week or so Thanks