The Cabinet and Granite Depot LLC

In response to complaint ID # *** The customer did not like a natural crystal in the stone they selected, *** *** was home during the time of installation and reviewed the job and signed off with no issues or concerns on our job completion form stating they were satisfiedThe next day his *** *** came in stating she did not like the crystal pieces in the stone and wanted it replaced, we agreed to replace the piece with her and scheduled a date for the place to be replaced*** *** came into our shop a few days prior to us coming out for reinstallation to verify he was still on schedule for us to come out and to look at the piece his wife agreed to have replaced(which is on camera), one day prior to installation they disputed their credit card and our company was charged back the amount they purchasedWe then contacted *** *** to let him know that we would not out the next day to replace the piece, Mr *** then tried to repay for the job with a credit card and we were advised not to collect another credit card, only a check from the customer because the job was not paid for after disputingWe a confused on why the customer would want to dispute something that was already scheduled to be taken care of even after they threatened to slander the company, we can not go install any material the customer is disputing or has not paid for.Job Completion Certificate will be faxed over

Everything is now resolved Customer indicates the business was difficult to deal with over the last year, but they finally came back and resolved everything, for which she is appreciative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint The Cabinet and Granite Depot has not made any efforts to resolve this issueI believe they want full cash payment up front firstI am not going to pay them until they make good on their word! I am not the one at fault and I never lied to themPlease assistThank you, ***
Regards,
*** ***

The customers were initially told the cabinets would be between 3-weeks out per company policyThis is the first we have heard of the shelf holes in the cabinet not being aligned, if the holes were not aligned properly this would be a manufacture defect and the cabinet would be
re-ordered with no problem, however, we have to know about the issue before we can order a new unitThe customer has been to the shop after the delivery of the cabinets and never mentioned anything about a Lazy Susan door being bowed, we would have sent the unit out to the manufacture for replacement as wellUpon delivery we have the customers look over the cabinets for any defect or issues and have them sign off or refuse the unit if there is an issue. In regards to the cabinets having holes in them, we did not do the installation and our assembly process does not allow for any visible holes to be shownThe customer was provided a layout for their kitchen which was installed by a contractor of the customer, the layout showed (2)-3" fillers in which should have been installed at the time of installation therefore we did not miscalculate any measurements which was explained to the customerThe customer then needed to order another cabinet (which was on back order) and explained to the customer as well

Mr. [redacted] Purshcased our Dark Chocolate cabinet back January 29, they are finished exterior and blond inside, Glass cabinets in certain sizes do come in finished interior which were on display in our showroom.  However, not all the wall cabinets such as WDC2436 and W1236 that come in glass inserts so we have to route out the regular cabinets to make it work, we advised Mr [redacted] about the this, Mr. [redacted] did not think it was an issue.  Mr. [redacted] also came back and ordered granite top in April 12 from us, we did not know he had issue with glass doors at that time either.  we had some issues with the size of the doors which we all aware and were ordered, and will be replaced.Thank you,[redacted]

The customers concerns will be addressed and taken care of this week as long as the customer will allow us to come.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is completely inaccurate. My radius corners were changed the very next day after the measuring was done. I was told this wasnt an issue due to the fact the fabrication had not been completed yet. The fabrication isnt started until several day after the measuring is completed. Also, it would be impossible for someone to crack quartz countertops by over tightening screws for a wall outlet. Quartz is several times stronger than granite and would take 1000's of lb of torque to do this. The installation tech told me the reason it cracked was due to the fact he improperly cut the hole for the wall outlet. If this were my fault why would they being willing to fix something I created? I also didn't see my other issues addresses. The damaged to my wall, the scratches and blemishes in the counters, and the complete lack of communication and missed time frames. Thanks
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I did come into the shop after receiving the first shipment. I was there to swap out the wrong size wall skins (32") with the correct size ones (42"). While there, I asked the employee who had the skins waiting if it would be an issue to swap the last base drawer door since the one received opens in the wrong direction. They said that wouldn't be a problem, and would inform [redacted] about it. I didn't mention anything else to the sales representative because I had already mentioned the issues to [redacted] and [redacted] via telephone and email. Also I stopped in as a courtesy to pick up the skins since I had to be in the Cincinnati area, and was late getting to where I needed to go because of the said conversation with the sales associate.A copy of the layout and images of the kitchen were sent to the Revdex.com. The person that came out to measure took measurements on ceiling height and the wall, including window placement. Andy, who put our layout together was told, and we stressed, that the kitchen sink lines up under the first window, and the two pull out drawers line up under the second window. In the pictures sent to the Revdex.com and [redacted], you can clearly see that those cabinets truly do line up where they need to go, and our contractors did what was instructed and indicated on the layout. To have made both top and bottom cabinets line up, the full 6 inches of filler would need to be added to the end cabinet, which would look very bad. Also, adding said fillers to the end (which was suggested by [redacted]) would cause our contractors to have to build a backing structure to hold the weight of the granite counter top since six inches of one inch thick board would not hold the weight.As for the back ordered cabinet, I placed a call today to Pro-Craft cabinetry today. I was never told what brand cabinets I ordered, but luckily it was imprinted on the wood drawers. The customer service representative I talked to informed me that the 21x42 wall cabinet in question has not been on back order as far back as she could pull up. I was told that it is a popular size, that they always make sure to keep at least 20 - 30 in stock, and they have 30 in their inventory at this moment. I also asked about some of our issues and were told most of the cabinet issues were under warranty, and could've already been taken care of if they had heard from Cabinet & Granite Depot. I informed her of our complaints with Cabinet & Granite Depot, and she kindly asked for names and the location, and let me know that they would be looking into this situation also. I will be receiving a call from Pro-Craft's Shipping/Warehouse Supervisor soon for verification that they had never been on back order.Regards,
[redacted]
Revdex.comThis message is regarding complaint ID [redacted] submitted to Revdex.com about your business on 10/8/2015 by [redacted]  
We received the information listed below from your customer.  This complaint has been closed as resolved.  If you have any questions, we are happy to assist you. 
MESSAGE:Customer stated in a conversation on February 18, 2016 that he was working with the manufacturer to have defective products replaced and considered his complaint as being resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not accepting this as the entire deal was a cluster and has never been fixed to my satisfaction.  My last call to the manager did not even get a return call.
Regards,
[redacted]

I would like to pursue a partial refund for the damaged product. I was told by this company they would be back out to correct all my issues, I have yet to hear from them after several calls to the manager and owner. The counter-tops that were installed have scratches and blemishes. More than...

expected for this type of product. Also I have a significant crack in one of the pieces that happened as a result of improper installation stated by the technician who inspected it. I have added a few photos, I have more if needed. I would like to receive a partial refund of 10-25% for damages to my walls and the broken counter-top piece.

The sink was not improperly installed, the sink concern has already been addressed.

Revdex.com:The issues with the installation of the cabinets and granite has been completed to the best of the company’s ability.  I had purchased the cabinets and granite from the same company, with the assumption that it would be a more composed installation and final product.  The company’s customer service is poor at best – the final installation occurred on August 19th and has taken 3 months to resolve.  Getting a response for correction took multiple emails, multiple phone calls, and then contacting the Revdex.com because of lack of response.  The initial installation of both the cabinets and granite was done with poor workmanship, which has resulted in a flawed final product.  Very happy with the actual granite and the cabinets, but installation capabilities are very lacking.
Regards,
[redacted]

The customer came in on 5/06/17 and made a deposit on granite in the amount of $1,100.00 on a piece of stone that had just arrived, at the time of purchased the customer stated they had an Island with a raised bar top and they wanted to lower it to countertop height, we advised her the bar top...

section would need to be removed to the countertop level to get accurate measurements with our laser templating machine (never to have the entire kitchen demoed) We measure several kitchens per week with existing countertops. Moreover the customer did not pay for anything in full prior to measure because she has not even been measured yet to know exact square footage. The customer had selected a stone that was  priced at lower by a new employee, after contacting the customer to let them know about the mistake we offered a full refund (which we did and a copy of the receipt will be attached) without any credit card fees, the customer then began to yell at the new sales individual after they apologized and then  demanded to the manager to honor the price of the exotic stone and was using excessive profanity on the phone (which we on a recorded line). It is very disappoint than an individual would write the Revdex.com with false information slandering a company. We would be more than happy to provide a copy of the phone conversation upon request.

Please see attached.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is complete crap.  They have not done anything to make it right or correct how it was to be done.   And since the last we had to move our last cabinet out ourselves because they made the opening for the stove too small and it would not fit.   My business partner had a pair of Oakley prescription sunglasses go missing when they were the only one's in the home.   If they needed me there they should have given me a better opening rather than "we are on our way"  at 5pm on a day I am at work and cannot get away that easily.   I was there the first day the were installing and they completely ignored me and lied to me about what was going on.   I would not have known they were completely screwing up as I am not a professional granite installer and I leave that to the companies I pay to do there job.  This company did NOT do there job.
Regards,
*** ***

My wife and I are on vacation and will be returning on Monday June 27, 2016.  I will locate the document and forward early next week. [redacted]

Response to complaint ID: [redacted] We have repeatedly attempted to resolve any issues Mr. [redacted] had in regards to his granite installation within reason.  We made the first attempt to fix the leveling issues and Mr. [redacted] refused to have the crew fix the issues, our manager Aaron then came out to Mr. [redacted] house one time (not late-as stated by Mr. [redacted]) Our manager then reviewed the issues with Mr. [redacted] agreeing the  columns were off level. As result , he concluded we would replace the custom columns wraps with new granite.  Mr. [redacted] then called in to our manager stating he was disputing his charge for the initial granite purchase with his credit card company and would be contacting his attorney,then still wanted us to schedule a time to come fix the columns. after the last conversation with Mr. [redacted] it was in our companies best interest not to send the crew back out to Mr. [redacted] house to do further work.  As stated in response to the initial complaint fissures are natural imperfections in the stone which are outline in our terms and condition. As a company we have repeatedly tried to resolve the issues within our control and Mr. [redacted] has been unwilling to allow us to do so.

In response to complaint ID [redacted] This is a Procraft customer, the customer contacted our location in regards to the installation of the granite, the crew did not load the customers sink on the truck prior to installation however the sink was immediately delivered to the customers house...

during installation (sink was never lost) the customer then called with concerns in regards dust accumulations from the cooktop cutout which they were notified of prior ( they reviewed and signed the terms and conditions that convers dust accumulations etc..) The customer called stating their alarm company contacted them, never anything about a fire department being dispatched. The customer never paid the additional amount for additional decorative ogee edging beyond the island, the crews came out the next day to address the customers concerns. After the customers concerns were addressed the customer then contacted our location stating 'they want money back and if they do not receive any money back they will be writing reviews on Angie's list and wherever else they could. We stand behind our work and address any issue that may arise during an installation and all concerns are addressed during the time of purchase. (We will fax over the customers Invoive and Terms/Conditions)

We spoke to [redacted] today and he will be coming into our office no later than 6-18-2016  to get back on the schedule and review everything needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  I am rejecting Cabinet and Granite Depot's response as they haven't addressed the outstanding issues above and beyond the two damaged cabinet doors that have been an  issue since completion of the project on October 13, 2015.  The following is a list of the issues raised in the original complaint communications/responses and what has been done as of March 1, 2016. 1.  Light switches next to refrigerator - Can now only access kitchen and outside light switches with a spatula as the cabinets were improperly placed, or their measurements were inaccurate. They blamed the cabinet installer, who has since been fired. I will have the electric moved to the outside wall, since that is more affordable than replacing a three year old refrigerator as Judy suggested. She is no longer there.2. Dishwasher opening - According to their installers, the dishwasher opening is 25 inches rather than standard 24 inches, with 4 1/2 inches of fillers, therefore the stove wouldn't fit in the remaining space between the dishwasher and outside wall.  Derrick and Aaron did shave down the granite on October 13, 2015 and pushed the stove in.  The stove is 4 inches off the back wall with the gas line being an inch from the wall, creating a gap between the counter,  stove and back wall.  The  right side of the stove is flush against the outside wall, so the stove doors can't be opened when the door trim is installed.  At this point there is an unfinished wall where the door trim should be. This can be resolved by removing excess filler, resetting the dishwasher opening and cutting the granite to the correct size. Apparently this was the fault of the cabinet installer, who was fired, but doesn't solve my issue.3. Two damaged cabinet doors - They did replace them on December 23, 2015 but weren't the correct width, leaving a half inch gap when the doors were closed. After many attempts to adjust them, the installer took them down, went out to his car and retrieved my original doors and rehung them.  Not only are the doors still damaged, but now they rock on the hinges and knock against each other when closed. I have called Aaron 3 times since December 23, 2015 and he has not been able to tell me when the replacement doors were ordered or when I can expect them. I have since spoken with Customer Service at the cabinet manufacturer who tells me that the doors or a picture of the doors is all they need to replace them and that generally only takes a few weeks to resolve. According to the cabinet manufacturer, there may be a reason to return damaged doors with the replacement doors, but it's not typically done.  As of March 1 , 2016 I am still waiting for my doors.4. Threshold plate - This was removed when the tile floor was installed and never replaced, leaving an inch gap between the bottom of the door and floor where cold air and rain comes in.  The tile was extended past the subfloor onto the concrete outside, not only covering the holes where I could replace the threshold plate myself, but makes the tile vulnerable to cracking in freezing weather. I did replace the sweep on the door bottom, but they threw away the threshold plate and have still not replaced or installed a new one. Cabinet and Granite Depot was hired to replace my kitchen cabinets, counter top and floor. While I was told there could be minimal damage to my backsplash when the cabinets were removed, it was far from minimal, necessitating the tile  be removed , wall scraped and tile replaced. This was done with the help of my nephews and myself, as it wasn't budgeted for. The only person I had to hire was a plumber as they don't do plumbing. I  did not hire any of their employees before, during or after the remodel as Aaron states in his response. I have receipts for the initial plumbing and hookups, as well as, the return plumbing bill to replace the plumbing damaged when the under mount sink fell out within 6 weeks of installation.  Aaron has chosen to make false statements  about me, not return phone calls, be evasive, or blame others he did not hire, rather than fix the problems his employees are responsible for.Finally, I did not curse at Cabinet and Granite Depot employees, but did at Aaron after all the frustrations of trying to resolve these issues. He states that they stand behind their work and will address my concerns, but has failed to do so since October 13, 2015. Firing employees may save the next job, but has not resolved problems that were created by them on my remodel.