The Cabinet and Granite Depot LLC

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.]To add:I was told it would take two, no more than three weeks, for the cabinet order to be delivered by Andy. Even if he had said 3-4 weeks, it would long be over that date for each time we've waited. I payed the first half of the money for the cabinets on 5/28/15 to start the order, and payed the remainder of the balance after the first delivery of cabinets on 8/3/15 (payments were made on credit card, and my account summary shows the dates). As you can see, it took 66 days (a bit over 9 weeks) for the first shipment to be delivered, and the rest of the delivery came 8/21/15.When the cabinets were scheduled to be delivered between 1-3pm, I
took off work for the afternoon. At 4pm I called to ask where they were
and [redacted] said they were supposed to call to let me know there was an
issue with the two pantries and they couldn't deliver that day. On the
day they actually delivered, they called, unscheduled, to say they will
be at my home in 20 minutes. I then had to take off work again. I pointed out to the delivery person that the Lazy Susan would not shut
properly, along with a couple other issues that I noticed. He agreed that there were issues, and said that I would need to contact [redacted] to let him know, and that he too would note the problems and pass them along. He told me that they would be able to replace anything that I had issues with, or fix them, it was up to me. When asked to sign for the cabinets, I let him know that I didn't feel comfortable signing off for the condition of the cabinets until I looked them over. At that point, most were stacked up in the living room and not easily accessible.  He said that was fine, and that he only needed my signature to verify delivery.I called [redacted] that day, but he was out of the office on a family emergency. I called his cell phone August 4th and told him of the issues and was told he would let the office know and I would hear back later that day. I called the office August 11th and [redacted] still wasn't in, and I had not heard anything back from them. I called again August 13th and was told [redacted] may not be coming back, and they never got my messages about the cabinet. [redacted] let me know that she would have someone call me about my issues. I talked to [redacted] on the 14th and told her of my issues, and set up a time to come by their store to swap out the wrong size wall cabinet skins with the correct 42" size. I also asked her to send me a layout for my contractors to go off of since all I ever got was a 3D line rendering with nothing marked or labeled. She took my email address down again and said she would send it right away. I never received an email, and when I called back, I was told she was out of the office, and then was told [redacted] is who I would need to talk to.[redacted] asked for pictures and documentation of the cabinets that were damaged. An email was sent to both him and [redacted] on August 28th with pictures of the cabinet doors with pre-drilled holes on the inside of the doors/scratches, the Lazy Susan, soft close hinges that aren't closing softly, and positioning of the final wall cabinet being 6 inches longer than the bottom cabinets. He called later that day and said that he would replace the over the fridge cabinet door with the scratch, replace the Lazy Susan door (Contractors later looked at it and saw the the base was actually bowed and a new door would not fix it.) and could re-drill doors in the cabinet with the offset shelf holes when they came to install the counter top. He also informed me that they will not replace the cabinet doors with pre-drilled holes in them because that is how they come from the manufacturer. I then asked him that if it's a manufacturer standard, then why don't all the cabinets I ordered have it. He had no answer, except that he would not replace them.We then talked about the layout issue I have. He asked me to send him a copy of the layout our contractors used to install the cabinets. I emailed him the 3D line rendering I originally received in laying out the kitchen back in May. I informed him that I did ask [redacted] to send me a copy of an actual layout, but never received anything back. When designing the layout, the main concerns were that the sink lined up under one window, two pull out cabinets lined up under the second window, and that the top and bottom cabinets lined up. While waiting for our first delivery, I had asked [redacted] if we would need any filler board, and he said we shouldn't but that we would include two 3" filler boards in our order just in case. [redacted] asked why our contractors didn't use the filler given, I explained to him and referred him to the pictures I had sent, that they didn't need to use them because everything on the bottom lined up, and that [redacted] had only added them in case they were needed. [redacted] said he could see in the rendering that there was filler used, and that if I used the filler included, it would line up. After he explained to me where the said filler was on the rendering, I informed him that if that was used, the under the window positioning that we had designed would have been thrown completely off. He said he understood, and would give me a call back when he found out what he could do about situation.August 28th I finally talked to him again, and he said he could order a 21"x42" wall cabinet to put up in place of the one that wouldn't work. I asked him if he wanted me to bring in the 27"x42" cabinet so that I could swap it out for the smaller one, and he said that he would have to find out if that would be acceptable. He said that for the time being, he would order the smaller cabinet, and let me know when it comes in. I also let him know I needed to order a replacement front for a pull out drawer that got dinged while being installed. He said he would get that taken care of also. I asked when he thought the cabinet would be in, he said it should only take a couple weeks. He went ahead and scheduled a time for the counter top measurement, and I informed him that it would be fine to measure, but I need the cabinet in before the counter top could be installed. The scheduled time for the counter top measurement was August 31st between 11-12. The measurement guy arrived at 12:45.I called to check up the cabinet 9/9/15, and he said that the order was placed, and he would check up on it and call me back later in the day. I inquired about swapping out the cabinets, and he said he still hadn't heard anything about whether or not he could. He informed me that if I wasn't able to do the exchange, it would be $215 for the cabinet. I asked him about the replacement bottom cabinet front that I was going to pay for, and he said he needed to check and see if there was one available in the back, and if there wasn't, he would have to order it. When asked why it hadn't been looked for prior, he said he had been busy. I waited the rest of the day and didn't receive a call. The $215 cabinet in the wrong size was due to their measuring and design flaws. I should not have to pay for a replacement when the original is still sitting in my living room.The last time I talked to [redacted] was 10/8/15 and he said the cabinet was on back order, he didn't know when it would be in and he would be in touch. I asked him about the bottom pull drawer front again, and he said he had to look to see which one I needed from their records and check in the back, since he still hadn't, and if they didn't have it he would have to order it. I then asked him about whether or not he would exchange the cabinet. He then tells me that I would have to pay for the cabinet, and the only way they would exchange the cabinet is if someone placed an order for the exact same one we were returning. When asked if that was their policy, he said yes. He said that if someone has an issue with an order delivered, they would first go through other orders received and pull from them, depending on how long the other person has waited for delivery. If the item isn't available to pull from another customer's order, then they re-order the item. That night, I filed my complaint with the Revdex.com. I have received no other calls from them in regards to either the cabinet, the drawer front, or the countertop.The contractors we hired are fully licensed and I would be more than happy to give you their contact information. They did accidentally ding the bottom pull out drawer front while moving the refrigerator, but quickly offered to pay for a replacement when it comes in. They have done exceptional work installing what "kitchen" I do have, and have an A+ rating by the Revdex.com with no complaints. I would recommend them to anyone, and they have been very understanding of this unfortunate situation. As far as the dates and emails mentioned above, I have kept my call log on my phone, and have saved every email sent and received from them as documentation.
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.It is now Friday and still no call from the company, who was going to call on Monday to set an appointment. 
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.
The granite correction was completed on Saturday.  The crew that came on Saturday said that they did not work on cabinets and that would have to be another crew.  The cabinet issue has not been corrected yet.
Regards,
[redacted]

The customer came into the shop about a week or so after the cabinets were delivered and never mentioned anything about any cabinet defects, as we mentioned earlier if there were any manufacturer defects we would have gladly had them replaced; moreover, at the time of delivery of their cabinets they signed off and accepted the cabinets. When a customer purchases cabinets they are always informed to inspect the cabinets upon delivery so if there are any issues they can refuse the cabinets. The layout would not have changed if the fillers were properly placed as shown in the drawing and the cabinet that on back order are not in stock therefore we are unable to provide an arrival time to the customer. The cabinets were very popular and they sold very quickly. We will attach a copy of the customers delivery slip and layout of the kitchen with the fillers as discussed earlier.

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 find Cabinet and Granite Depot's response disingenuous at best. First, while I would always arrange to be home when someone is in my house working, the fact is I work from home, so I was present for the purpose of work, not to insure or check the accuracy of their measurements.  That is the function of Cabinet and Granite Depot, not the client, and they are solely responsible for those measurements. Cabinet and Granite Depot sent an employee to my home to do all measurements and take pictures of the space prior to a floor plan being drawn up and frequently took measurements as work progressed.Second, there were no issues, language or otherwise with 2 floor installers, 1 cabinet installer (the second installer left after unloading cabinets and returned when the last one was installed),  and 3 granite countertop installers,  all provided by Cabinet and Granite Depot.  I did have issues with Judy, the sales person, when she questioned if I had purchased new appliances after measurements were taken and then suggested I purchase a smaller refrigerator, and in general was of no help getting the problems solved. She is no longer there.The cabinet installer was made aware of the damaged finish on 2 cabinet doors when they were installed on 10/1/15. He assured me they just need to be cleaned, but when he returned on 10/2/15 to finish the toe strip, cleaning hadn't fixed the finish and he said he would advise Aaron. Aaron and Derrick, from Cabinet and Granite Depot, personally witnessed on 10/13/15 when they worked on the granite counter top. Aaron was to pick up the doors on 10/21, was a no show and no phone call to cancel. I called again on 11/2 and he was to pick up on 11/3. When he hadn't shown up by 5:30 on 11/3, I called again and he said he would pick up on 11/4 at 7:30.  They were finally picked up around 9 by another employee. While I am grateful the doors were finally picked up, I would not say he responded as soon as he was made aware, and I am waiting for the replacements.The issue with the stove not fitting is due to the dishwasher opening being 25 inches and not the standard 24 inches, thus I lost the inch between the stove and wall that was previously there, making the stove doors unable to open when the door trim is put on.  Door trim was put back on after the tile was completed and removed to force the stove into the opening. Replacing the identical 1/4 inch wall tile that was damaged in the demolition has no bearing on this issue, irregardless of who installed it. It's the same 1/4 inch tile on a scraped wall. The gas line behind the stove is an inch and a half from the back wall where it has been for 60 years. Previous stoves, including the one purchased 4 years ago have been 2 1/2 inches from the back wall, not 4 inches. The stove will not go back further due to the granite countertop being cut an inch larger to fit the 25 inch dishwasher opening, rather than the standard 24 inch opening. Having said that, even if the stove was able to be pushed further back, the doors still will not open when the door trim is installed because of the lost inch from the dishwasher measurement.The same measurement problem is an issue on the refrigerator wall. There was approximately 3 inches between the refrigerator and wall where the light switches are located. Now there is about 1/2 inch making the switches inaccessible unless using a knife or spatula. Cabinet and Granite Depot suggested I move the electric to the outside of the wall. Again, they are solely responsible for the measurements and install, and should be responsible for any errors made.  Simply firing the cabinet installer may solve their issues going forward, but does nothing to resolve my issues.Cabinet and Granite Depot fails to address the threshold plate at the back door which was taken up when the ceramic tile floor was laid by them and not replaced, leaving an inch gap between the door and ceramic tile where cold air and rain comes in. That plate was taken by them with the kitchen demolition. Additionally, tile is laid directly to the concrete on the outside of the door, leaving the tile vulnerable to cracking in cold weather.This is not the quality of work that is presented on their web page nor displayed in their showroom or communicated when plans were reviewed, signed off on and paid for. If they would prefer to have another contractor address these issues, I would be happy to get another estimate and they can pay for the work to be completed. Regards.

We will be sending our cabinet crew out this week to address the customers concerns.

In response to [redacted] complaint:We will make sure the doors are replaced and will address her concerns. The customer hired a previous employee of ours to do work on her kitchen which also causes major problems ecause it was during the time of her installation, however we stand behind our work and will address here concerns.

In Response to the customers complaint, we went to the customers house as soon we heard about the issue and trimmed the granite down exactly where it was supposed to be allowing the clearance for the stove, behind the stove the customer has a gas line that does not allow the stove to be pushed all...

the way back and we do not work on any type of gas lines.. Also the customer had floor to tile backsplash redone on the kitchen walls after installation of the cabinet, which was not installed by The Cabinet and Granite Depot moreover around the door area it was not cleaned up for the new trim to go back on to make sure the stove could open. When our installer put the filler piece in the customer was home and overlooked the work done and did not mention anything to us about the issue . We  have already picked up the two doors to take care of the issue she was having with them.  The customer has very disrespectful to the employees every time they have been there, cursing at them the whole time.

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. 
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.
I was not offered an appointment time to remedy the issues.  I also did not "demand to be at the house by the end of the week" - I requested a response for resolution by the end of the week (email attached for reference).  I did not receive a response.  I am able to meet in the afternoon during the week if an appointment can be scheduled to remedy the issues.
Regards,
[redacted]

We have made 3 separate trips out to the customers home to address any issues right away and have already completed the work, every job is very important to us big or small this why we made sure we corrected the issues stated with no questions asked. As we previously stated in last response our terms and conditions state for the customer to be on the job at the time of completion to review the completed work and to address any concerns, the customer was not there for the completions which is why we had to make 3 separate trips to address the concerns.

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.
Regards,
[redacted] Granite Depot has not addressed the issues of this complaint.  The owner and manager did call after we filed this complaint and scheduled a visit to look at the damage.  As stated in his response, they did get the soap dispenser installed by drilling the hole out larger leaving a small opening allowing water on the countertop to drip down into the cabinet.Two weeks prior to their visit they sent a person out to our house from a siding and window company to assess the damage to the wood door frame on one end and the cabinet at the other end.  We gave him a piece of door frame trim like the one that was damaged and he said he would try to find a piece that matched.  That was 2 weeks ago and we have heard nothing since.The owner of Granite Depot did not seem concerned about the damage - said they were working on getting the trim, which he said could be found anywhere (not sure why it is taking so long then) and also stated that we should not be upset about the damage - it was to be expected with the installation of the granite.  He stated in his response to you that their "terms and conditions" indicate drywall or plaster damage could occur but it did not say anything about expensive wood trim and cabinets being damaged.  When we pointed out to him that if the person that came out to measure prior to the installation had looked, they would have realized that piece of granite would not fit between the wall at one end and the cabinet at the other and if the installers had measured they would have realized it as well.  The owner admitted that was true.  Therefore, the damage was avoidable had the job been done correctly.We will not close out this complaint until the damage is repaired as they have promised it would be.[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.   
Regards,
[redacted]

The customer reviewed initialed and signed the terms and conditions prior to any granite being fabricated. Under the product specifications section on the first page it clearly states " changes cannot be made to these natural patterns and color variations. PURCHASER are aware that some of these features may become more or less noticeable when the position (verticle or horizontal) of the slab is changed, or when the lighting intensity is changed. Seam(s) will exist depending on the size of the kitchen counter top, seams will be determined by many factors, such as grain direction, Actual slab size, layout of the kitchen counter top. Final placement will not be determined until production, our fabricators will use experience and best judgement to utilize the material." "Seams will be inconspicuous but NOT INVISIBLE and are detectable by touch." All which was reviewed and sign by the customer (copies were faxed in).We have no problem adding another seam to adjust the flow pattern however it will be additional material used which is why the customer was told they were to pay the $350 additional footage fee, we will add the seam piece for the customer they will need to sign off to the extra seam prior to fabrication

We have contacted the customer to address her concerns and are scheduled to go to her house on Tuesday, March 8th. The customer did hire a previous employee to do work on her kitchen, we can have this verified. The customer had tile from the floor up to the walls therefore there is no guarantee there tile could be saved which is always explained to the customer prior and is in our terms and conditions the customer reviewed and signed. The stove sticks out because the customer has a gas line coming up out of the floor behind the stove blocking it from going back to the wall, we are not certified nor do we work on any gas lines. The customer did use inappropriate language to the employees prior to us even coming out to address these initial concerns which can also be verified. We stand behind our work and will address the customers concerns within reason.

In response to the customers complaint, our company sent our tech out to evaluate the situation as soon as the customers concerns identified . After reviewing the concerns we immediately sent out a crew to correct  them, after the first crew went out we then...

received a call from the customer about the top ledge piece and the cabinet that the customer claimed we damaged, it was not verified that we damaged the cabinet however we fix the cabinet with no questions asked as well as installed the back rail on the ledge pieces as discussed. The ledge piece that was install is not able to be flush with the end of the cap because of the way it is polished and will leave a gap between the two pieces. We install 20 to 25 jobs a week and do our best to make sure we take care of any concerns promptly, in our terms and conditions it clearly stated that the customer must be there at the time of completion to review the job (which the customer reviewed and signed) and address any concerns they may have to avoid any time delays with problem areas, the customer failed to be there at the end of the initial job and each trip we made to the customers house.

In response to complaint ID #[redacted]The layout of the customers job did not allow the flow of the granite to be in the same direction without the purchasing of another slab or adding an additional seam due the  slab size limitations ( a slab is only so wide/tall) therefore to keep the...

same direction additional square footage from another slab would have to be purchased. The customer was price driven therefore purchasing another slab was not an option. Also customer also reviewed and signed the terms and conditions that are very clear and will be attached. We have had several conversations with the customers wife to find a helpful solution.  Addressing their concerns and adding an additional seam using additional granite was the only option.  We always try to keep the flow patterns consistent and seams to a minimum, within the layout and slab size allowances. The customers were only charged for the square footage used to do their job which was 35 square feet and the average slab is 55-60 square feet therefore we do pay attention to how the job is laid out in order to prevent wasted material, in this case a full slab would not even allow the customer to have the same direction no matter where it was cut from on the slab because their layout and size of the slab.

We have contacted the customer to address his concerns however he was unable to be home for the appointment  and then demand us to be at his house by the end of the week. We have no problem addressing the customers  concerns. We do need to coordinate a time during business hours to move...

forward with the process.

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.  
Regards,
[redacted]