Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
In response to this complaint there are a few factors to consider. This job was originally installed 12 years ago in December of 2002. The customer ordered the 6 replacement doors because she wanted everything fresh and new because they had experienced normal wear and tear. I 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 customer. So we ordered the 6 doors.
The base cabinet doors came in with a square vs. an 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 7 total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top. She agreed as long as all of the doors on the bottom were matching then it was ok. So we did order those. All of the base doors match as of now. The customer then changed her mind and insisted on doing the arches on the base doors also. If 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 color. Apparently 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 misunderstanding. They 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 7 arched doors and they will be in by the 1st week in December. As soon as we have them we will be scheduling the service call and it will be done. That 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 11/**/2014, complaint #[redacted], 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 [redacted], in his response, as of 11/**/2014, he states " the 7 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 7 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 is. Second, I don't like squares. Third, all I want is the original order, placed in Feb. 2014, to have all doors, with the arched design.
I feel I have waited an excessive amount of time for this issue to be resolved. I, too, would like to move forward.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
They called to say that my tilt tray is in stock and will be installed next week. As 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. [redacted] 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. [redacted]'s tone about me contacting Revdex.com is uncalled for. There were serveral mistakes throughout the job - wrong size doors, mismeasuring of my sink and pipes, and then this. I don't think I need to call and remind him to do what's right. The fact that his excuse is that they were hectic because of the holiday is so wrong. I paid my money and then forgotten about.
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.
In response to this "complaint" there are many variables to consider. I will address them in numerical form in order of appearance on the "complaint" form filed by the customer.
1. In regards to our depositing the down payment check before the "72 hours" unfortunately this customer does not...
understand the law. We deposited the check as is normal operating procedure based on the fact that the customer wanted to proceed with the work. If this customer had wanted to rescind the contract within the prescribed 72 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 cancel. In 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, [redacted] said thank you for the sink and I said I would be in touch when everything came in. Obviously they did not cancel the job within the 3 day recission period...
2. In regards to scheduling of the job, of course we felt bad that the customer misunderstood the start date. I am not saying I am perfect, but after doing this for over 20 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 Tuesday. On 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 always. When 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 [redacted]. I ap olog ized sincerely for the misunderstanding and said we would definitely be there the next morning as scheduled. [redacted] 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 me. I tried to call back but they didn't answer. I called my original sales rep [redacted] and he tried to get them but no answer. Eventually they called [redacted] back but they maintained their stance. I told [redacted] I would let them try to cool down and call them later. At 4:35 that afternoon I received a text message saying they don't trust us, etc, etc. So I tried one more time to see if we could still come the next morning, but it was to no avail.
3. In regards to getting their down payment back, this whole kitchen was custom made and cannot go anywhere else. Furthermore, the reality is that this customer actually owes us another $600.00 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 work. At this point, I have not pursued this avenue. Quite 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 2 payments as agreed upon in the contract of sale. If they want to pay the $600.00 only, we would be happy to deliver all the materials to them and they can do whatever they want with them. We hav e absolutely no use for these custom made materials.
In closing, I truly must say that I am baffled by this turn of events. I find it hard to believe that because of a one day misunderstanding we have come to this. I 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 2 options above and see no other way to resolve this as we are not at fault here.
Thank you,
Seth Shaw, Pres.
[redacted],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 18 years... They will contact you to schedule these things over the next week or so. Thanks...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
In response to this complaint there are a few factors to consider. This job was originally installed 12 years ago in December of 2002. The customer ordered the 6 replacement doors because she wanted everything fresh and new because they had experienced normal wear and tear. I 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 customer. So we ordered the 6 doors.
The base cabinet doors came in with a square vs. an 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 7 total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top. She agreed as long as all of the doors on the bottom were matching then it was ok. So we did order those. All of the base doors match as of now. The customer then changed her mind and insisted on doing the arches on the base doors also. If 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 color. Apparently 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 misunderstanding. They 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 7 arched doors and they will be in by the 1st week in December. As soon as we have them we will be scheduling the service call and it will be done. That 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 11/**/2014, complaint #[redacted], 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 [redacted], in his response, as of 11/**/2014, he states " the 7 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 7 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 is. Second, I don't like squares. Third, all I want is the original order, placed in Feb. 2014, to have all doors, with the arched design.
I feel I have waited an excessive amount of time for this issue to be resolved. I, too, would like to move forward.
...⇄ Sincerely,
[redacted]
**
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
They called to say that my tilt tray is in stock and will be installed next week. As 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. [redacted] 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. [redacted]'s tone about me contacting Revdex.com is uncalled for. There were serveral mistakes throughout the job - wrong size doors, mismeasuring of my sink and pipes, and then this. I don't think I need to call and remind him to do what's right. The fact that his excuse is that they were hectic because of the holiday is so wrong. I paid my money and then forgotten about.
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.
In response to this "complaint" there are many variables to consider. I will address them in numerical form in order of appearance on the "complaint" form filed by the customer.
1. In regards to our depositing the down payment check before the "72 hours" unfortunately this customer does not...
understand the law. We deposited the check as is normal operating procedure based on the fact that the customer wanted to proceed with the work. If this customer had wanted to rescind the contract within the prescribed 72 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 cancel. In 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, [redacted] said thank you for the sink and I said I would be in touch when everything came in. Obviously they did not cancel the job within the 3 day recission period...
2. In regards to scheduling of the job, of course we felt bad that the customer misunderstood the start date. I am not saying I am perfect, but after doing this for over 20 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 Tuesday. On 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 always. When 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 [redacted]. I ap olog ized sincerely for the misunderstanding and said we would definitely be there the next morning as scheduled. [redacted] 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 me. I tried to call back but they didn't answer. I called my original sales rep [redacted] and he tried to get them but no answer. Eventually they called [redacted] back but they maintained their stance. I told [redacted] I would let them try to cool down and call them later. At 4:35 that afternoon I received a text message saying they don't trust us, etc, etc. So I tried one more time to see if we could still come the next morning, but it was to no avail.
3. In regards to getting their down payment back, this whole kitchen was custom made and cannot go anywhere else. Furthermore, the reality is that this customer actually owes us another $600.00 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 work. At this point, I have not pursued this avenue. Quite 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 2 payments as agreed upon in the contract of sale. If they want to pay the $600.00 only, we would be happy to deliver all the materials to them and they can do whatever they want with them. We hav e absolutely no use for these custom made materials.
In closing, I truly must say that I am baffled by this turn of events. I find it hard to believe that because of a one day misunderstanding we have come to this. I 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 2 options above and see no other way to resolve this as we are not at fault here.
Thank you,
Seth Shaw, Pres.
[redacted],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 18 years... They will contact you to schedule these things over the next week or so. Thanks...