The Kitchen Center

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] IN REBUTTAL TO THEIR RESPONSE, THEY STATED THAT THE CONTRACT DATED DECEMBER 17, WAS A SATURDAY, LET ME BRING TO ATTENTION THAT THEY DATED THE CONTRACT AND I SIGNED AND EMAILED IT BACK TO THEM.NO WHERE ON THE WRITTEN CONTRACT DOES IT STATE HOLIDAY EXCLUSIONS.THE DATE OF FEBRUARY 9TH WAS CANCELLED AND MOVED BY THE RECEPTIONIST AS THEY WERE BUSY WITH ANOTHER INSTALL AND IT WAS NEVER SAID WE WERE NOT LEAVING IN THE HOME.THE "FEMALE" HOME OWNER PICKED OUT THE COLOR AT THE SHOWROOM, WAS PRESENT AT THE MEASURING, ARRANGED THE PICK UP AND PICKED UP THE PRODUCTTHE "FEMALE" HOMEOWNER WAS THE ONE STANDING AT THE END OF TRUCK FOR AND A HALF HOURS WAITING ON THEM TO TRY TO FIX BROKEN COUNTER TOP.THE COUNTER TOP WAS PICKED UP ON FEBRUARY 10TH AS RECORDED BY THE PAID INVOICE.PAYING FOR THE COUNTER TOP AT TIME OF PICK UP SHOWS ONLY THAT I WAS HONORING THE WRITTEN CONTRACT.THE:FEMALE" HOMEOWNER WAS NOT THE ONE CONTACTING THE OFFICE IT WAS THE "MALE" HOMEOWNER.THE "FEMALE" HOME OWNER WAS THE ONE EMAILING AS THE PHONE CALLS WERE NOT BE RETURNED....SEE ENCLOSED EMAIL COPIES.AS FAR AS INSTRUCTING "FEMALE" HOMEOWNER AS TO THEIR EMPLOYEES NOT TALKING TO HER, WE HAD LENGTHY CONVERSATIONS AS THEY WERE INSTALLING COUNTER TOPSAND I RECEIVED NO SUCH EMAIL FROM THEM STATING SUCH A REQUEST.BUT THAT STATEMENT IN ITS SELF REPRESENTS POOR CUSTOMER SERVICE.ENCLOSED ARE COPIES OF THE "MALE" HOME OWNERS PHONE SCREEN SHOWING WHEN I CALLED HIM WHEN THE INSTALLERS SHOWED UP AND WHEN "MALE" HOME OWNER CALLED THE KITCHEN CENTER ABOUT THE MITER JOINTALL EMPLOYEES HAD CELL PHONES AND COULD HAVE EASILY RETURNED WITH IN THE MINUTES OF LEAVING TO REPAIR IR BEFORE IT DRIED.emailing letter and files

This company installed our kitchen cabinets and countertops now that I have called twice to have them come out and fix a couple of issues regarding the sink coming off the countertop (it’s an under mounting sink) I have called back in March and never received a call back I have called them back today and am waiting for them to call back on Tuesday I just wanted to get this rolling so I don’t have to wait.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered] IN REBUTTAL TO THEIR RESPONSE, THEY STATED THAT THE CONTRACT DATED DECEMBER 17, 2016 WAS A SATURDAY, LET ME BRING TO ATTENTION THAT THEY DATED THE CONTRACT AND I SIGNED AND EMAILED IT BACK TO THEM.NO WHERE ON THE WRITTEN CONTRACT DOES IT STATE HOLIDAY EXCLUSIONS.THE DATE OF FEBRUARY 9TH WAS CANCELLED AND MOVED BY THE RECEPTIONIST AS THEY WERE BUSY WITH ANOTHER INSTALL AND IT WAS NEVER SAID WE WERE NOT LEAVING IN THE HOME.THE "FEMALE" HOME OWNER PICKED OUT THE COLOR AT THE SHOWROOM, WAS PRESENT AT THE MEASURING, ARRANGED THE PICK UP AND PICKED UP THE PRODUCT. THE "FEMALE" HOMEOWNER WAS THE ONE STANDING AT THE END OF TRUCK FOR 1 AND A HALF HOURS WAITING ON THEM TO TRY TO FIX BROKEN COUNTER TOP.THE COUNTER TOP WAS PICKED UP ON FEBRUARY 10TH AS RECORDED BY THE PAID INVOICE.PAYING FOR THE COUNTER TOP AT TIME OF PICK UP SHOWS ONLY THAT I WAS HONORING THE WRITTEN CONTRACT.THE:FEMALE" HOMEOWNER WAS NOT THE ONE CONTACTING THE OFFICE IT WAS THE "MALE" HOMEOWNER.THE "FEMALE" HOME OWNER WAS THE ONE EMAILING AS THE PHONE CALLS WERE NOT BE RETURNED....SEE ENCLOSED EMAIL COPIES.AS FAR AS INSTRUCTING "FEMALE" HOMEOWNER AS TO THEIR EMPLOYEES NOT TALKING TO HER, WE HAD LENGTHY CONVERSATIONS AS THEY WERE INSTALLING COUNTER TOPS. AND I RECEIVED  NO SUCH EMAIL FROM THEM STATING SUCH A REQUEST.BUT THAT STATEMENT IN ITS SELF REPRESENTS POOR CUSTOMER SERVICE.ENCLOSED ARE COPIES OF THE "MALE" HOME OWNERS PHONE SCREEN SHOWING WHEN I CALLED HIM WHEN THE INSTALLERS SHOWED UP AND WHEN "MALE" HOME OWNER CALLED THE KITCHEN CENTER ABOUT THE MITER JOINT. ALL EMPLOYEES HAD CELL PHONES AND COULD HAVE EASILY RETURNED WITH IN THE 10 MINUTES OF LEAVING TO REPAIR IR BEFORE IT DRIED.emailing letter and files

Customer signed contract on 12/17/16.  We received the contract 12/19/17 as we are not open on the weekends.  The countertops are a 3-4 week leadtime.  The customer was informed that the Holidays may affect the leadtime because of closures.  The due date for the countertops...

without holiday closures was 1/16/17.  The office spoke with male homeowner and set up installation for 2/9/17.  He responded that it was no hurry as they were not living in the house and if we needed more time to let him know.  We let him know that if he wanted the following week that would be fine as well.  He agreed.  At no time during the beginning of this process did we talk with the female homeowner about installation or pick up.  They came and picked up the product instead of having us deliver it on 2/14/17.  Again customer would not have been contacted on 2/5/17 as that is a Saturday and we are not open.  When we pulled the product to load the truck the homeowner noticed a chip in the edge of the island top.  We didn't see it upon manufacturing and promptly tried to repair.  When that didn't work we told her we would reorder the material.  She was informed that reorder would take 2-3 weeks and then the production time again.  This material is not an off the shelf item and has to be special made when ordered.After inspecting all other tops, the customer left and when she arrived back at her home suddenly there was more damage.  As with any product that is picked up by a customer, once the receipt of said product has left our shop then it is the responsibility of the customers.  That is why we have them look over product before leaving with it.  Instead of taking this route I offered to order another countertop for her at our expense.  I explained that it would arrive with the other material and once they came in we could arrange for installation.When she arrived to pick up the countertops she was told that she would need to pay for the material before she left.  After there was damage, at no time did we ask her to pay for the material again.  She offered to pay for the entire amount and I told her that would be fine if she wanted too.With reorder arriving during week of 3-6-17 (3 weeks from reorder) we then had to produce the tops.  The homeowners claim of not having calls answered or information given is completely false.  The office manager talked with her every time she called (was to many to keep track of).  She was told repeatedly that once the material was received that we would contact her.  I was not willing to arrange another installation date without having looked over the product thoroughly to ensure there was no more damage.  Unfortunately, by the time material was rec’d and tops remade we did not have any installation dates available.  The customer was given the first available date of 4/4/17.  She was very good at giving ultimatums at this point and threatening lawyers.  I instructed all employees to limit verbal contact and request from her that information only go over written types.  Installers arrived on date scheduled with the new tops and she was unhappy with these as well.  The installers ultimately filed a small amount off the ORIGINAL “ chipped” top and got the job installed.  I was informed the next day the customer called and complained about the mitre.  At the time NOTHING was mentioned about a drill being dropped.  She sent the same pictures that are attached in this complaint.  We explained that it could be re seam filled (which is standard practice).  This would occur when we were in the area the next time.  At that point is was about 2 weeks away with another installation job we had.  We told her that if that job did not move that is when it would happen.  That job did move another two weeks.  We have always had the intention of preforming the warranty.  The warranty for laminate countertops is 1 year and we always honor our warranties. As for the cabinetry that they ordered originally:  We delivered the product, they signed for the product and they paid for the product.  Six months later they called and said the product was damaged.  I explained that concealed damage needs to be claimed within a reasonable time frame for a cabinet to be warrantied.  Six months is not a reasonable time frame.  If they had needed a door or a drawer front we could have gotten that, but an entire cabinet being damaged was not going to be excepted by the cabinet company.  As for her claim that it was “fork lift damage” again she in incorrect.  Cabinetry is NEVER moved with a forklift at any stage in production to delivery.  At this stage, with all the threats of law suits I will not be contacting the customer verbally at all.She will be contacted when we are in her area again to address this seam.