Superior Custom Cabinets Inc

Our attorney replied to '[email protected]' on Mar 13, around PM. I've attached a copy of that email for your review. In addition, I received a call from *** and left her a voicemail reiterating the same info.If you haven't received the email from our attorney regarding complaint *** please let me know and I can even fax the info over. Thank youDebbie D***Superior Custom CabinetsOffice Admin425-251-

Dear Sir or Madam,   I represent Superior Custom Cabinets, Inc. with regard to the complaint filed by the above reference customer.   First, I draw your attention to an important element of my client’s contract with the customer.    Superior Cabinets guarantees workmanship...

and quality of their product.  The customer acknowledged when signing their contract that natural wood varies in color, grain and cut of grain; that plywood is cut different and stains different than lumber; that wood cabinets will not stain evenly like painted or plastic type cabinets, that depending on stain type, cabinets will have light and dark areas in the wood.  The contract also contains a lifetime limited warranty.  See attached contract with this customer.    Second, the customer chose Rustic Alder as the wood for her cabinets.  This product is also known as Knotty Alder.  This product contains random pin holes, open and closed knots of various sizes, burls and other natural characteristics.  I have attached a photo of the display model the customer was shown before she chose this wood.    My client spent weeks with the customer preparing drawings and specifications conforming to her requirements.  She chose the wood, the style and the color and gave final approval after extensive consultation between Superior, her contractor and customer’s sister.   Her sister acted as customer’s “eyes” during these consultations and discussions and was also the point of email contact between Superior and customer.  The claim that Superior would discriminate against the customer due to her impaired sight is ludicrous.   The customer’s stated goal was to acquire custom cabinets for the lowest price with the convenience items she desired.  Rustic Alder is the least expensive wood species that Superior carries.  The customer and her sister inspected the Rustic Alder floor display at Superior’s showroom.  She touched and felt that same display and was well aware of the texture prior to ordering the cabinets.  She opened the display doors and drawers and knew very well that she was purchasing the Rustic Alder product containing knots, which is a distinct characteristic of that wood. She was interested in Rustic Alder so on December 16, 2016, prior to building, staining and purchase of the cabinets, customer was provided with a Rustic Alder wood color sample to be sure she approved the color and material to be used.  The sample included the characteristic knots of Rustic Alder.  The sample was approved.   The cabinets delivered to the customer are exactly what she ordered pursuant to the signed contracts and are of the same quality as the sample.   Superior stored customer’s cabinets for a year after her order, apparently due to the slow pace of her contractor.  During that year, her contractor moved a wall.  This required the rebuild of one pantry cabinet for which customer paid. The contractor also built a new pony wall, not in the original plans and located behind where the island was to go. As a result the island will not fit the space.   Superior offered to pick up, split the cabinet in two pieces and return the cabinets to customer without charge.  This offer was rejected.    I will address each specific complaint as follows:   1.  Cracks, holes or imperfections.   See above discussion of the characteristics of Rustic Alder.  However, if there are major cracks, flaws or other quality issues covered by the limited warranty, Superior will replace or repair the defect.   2.  Flat panel drawers not the same as the doors.  The flat panel drawers were specifically chosen by the customer and built per the signed contract and specifications.  If customer now wants the drawers to match the doors, they will do so at customer’s expense.   3.  Island built in one piece.  This issue is addressed above and was built per the drawings approved by customer and her contractor.   4.  Pull-out shelves.  All pull-out shelves were delivered with the cabinets.   5.  Stain issues.  Superior first heard of this issue upon receipt of this complaint.  Superior stands behind its products and will address any stain inconsistencies by sending one of their Service staff to understand the issue.  Superior cannot address an issue if they have not had the opportunity to inspect the cabinets.    Superior has an excellent lifetime limited warranty clearly stated on customer’s contract.  The vast majority of their business comes from repeat customer and referral from satisfied customers earned over nearly 40 years of attention to quality of products and excellent customer service.   Please advise if you need additional documentation in the form of specifications, drawings and emails between the parties.   Sincerely,   LAW OFFICES OF TIMOTHY J. KNOWLING