Traemand

The most important thing was we were fortunate that Traemand sent us a very good installer and the job done was excellent.
However on the administrative side, we were sent an email that informed us the installer would arrive at 0400 on the Monday morning. Apppreciate the attempt at a heads up but when we tried to contact HQ to confirm the real start time, the manger was out of office and his assistant's voice mail box was full.
Also worth mentioning is that during the planning process we were informed at Ikea (and also mentioned on Ikea website) that the Traemand measurement service fee of $79 is refunded when you sign up and pay for the installation. This is not so, it does not happen and I received no further communication when I enquired about why it was not refunded.
Although the 'minor' admin issues are not a show stopper, the cessation of communication is disappointing.

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 The business was more responsive once the complaint was made to Revdex.com and hope that the business is more responsive to their customers in the future Sincerely, [redacted]

We apologize for the miscommunication this customer received regarding the scope our installation services providedDue to site conditions of the home, Traemand did not feel comfortable performing the installationWe apologize that this customer was provided an installation estimate when we did not intent to perform the installationTraemand feels the site conditions of the home (i.eexisting cabinets, appliances, extra materials) do not match the scope of work we are contractually obligated to perform for any customer, as well as the scope of work outlined in the customer’s estimate and installation agreementThe customer signed an installation agreement with Traemand and Traemand refunded the total amount deposited by this customerTraemand will not be performing the installation

Our deepest condolences to this customer for the issues stated in their complaintWe appreciate them bringing it to our attention, and have issued a case for the full refund amount requested

Traemand reached out to the customer today to discuss next steps, and the customer agreed to have a Traemand employee visit the jobsite to attend to two cabinets and a potential gap in the countertopFollowing the installer's visit scheduled on 12/26, Traemand will communicate with the customer what compensation he feels is rightThe customers was informed that all general contracting work was performed by a different company and can be address with [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 Sincerely, [redacted]

We apologize for the scheduling miscommunication during the installation process of this customer's kitchen. Per industry standards the size of this installation should have taken two days. However, when the Referral Partner arrived at the job, more work was needed to complete the installation due... to the structure of the home, and another day was added to complete the work. On the Monday workers were dispatched to the home, they did arrive and communicated to the customer of their location. Please see the attached as verification. After not being met at the home, a time was rescheduled for Tuesday morning. Since the installation, the customer has received a refund from the Referral Partner responsible for the installation. Traemand apologizes for the communication and scheduling changes that occurred and are pleased with the responses we've received from the customer regarding the issues mentioned in the complaint. We feel no further action is necessary at this time.

Complaint: [redacted] I am rejecting this response because:I was under the impression that Traemand installed kitchens, I guess that is out of their scope They have not been able to clearly state what is their "installation services" What is the installation conditions they are so concerned about? Its is laughable when they state in email "We apologize that this customer was provided an installation estimate when we did not intend to perform installation." How about when I was charged and paid the installation deposit? Did you also charge me without intending to do the job? Sounds fraudulent to me You mention my other kitchen cabinets, what does that have to do with anything? This is a separate kitchen area, and Traemand, does not have to touch the existing kitchen To say you are not doing the installation is great, why would anyone want to have their installation done by such a company that is so confused and at the same time deceiving I am utterly in shock that [redacted] works with a company like yours This company deserves an F Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/12/09) */ The customer chose to order their kitchen on the [redacted] website, instead of purchasing directly from the [redacted] store as suggested and detailed during a gateway service by TraemandThe customer neglected to order over 1/of the articles needed for their kitchen and noted on the total parts sheetWe have left a voicemail and an email trying to contact the customer PRIOR to the scheduled installation date of tomorrow 12/10/We have not heard from the customer as of this time Initial Consumer Rebuttal / [redacted] (4200, 14, 2015/12/10) */ "The customer chose to order their kitchen on the [redacted] website, instead of purchasing directly from the [redacted] store as suggested and detailed during a gateway service by TraemandThe customer neglected to order over 1/of the articles needed for their kitchen and noted on the total parts sheetWe have left a voicemail and an email trying to contact the customer PRIOR to the scheduled installation date of tomorrow 12/10/We have not heard from the customer as of this time." It was never suggested to me to order in person at [redacted] instead of onlineHad this been suggested this is the order route that would have been takenI did not neglect to order the articles listed, the articles needed were not listedI received no voicemail and the I had no access to email until todayI spoke with [redacted] last night as they did contact me and agreed that working with this company is in neither party's best interestThey informed me that the money paid to Traemand will be refunded to me Final Business Response / [redacted] (1000, 11, 2015/12/10) */ After attempting to contact the customer several times to offer a refund and cancellation to the installation agreement, [redacted] was able to make contactThe installation agreement has been cancelled, and the refund for the installation deposit is being processed

We're sorry for the issues this customer experienced during their kitchen remodel. Unfortunately, the work being disputed was not completed by Traemand. Traemand is not a general contractor nor do we complete general contracting work. Therefore we will not be accommodating the request for... $1,800. Tiling and grout work for this customer was completed by [redacted] . Attached please find the signed general contracting contract between this customer and [redacted] , which describes the work being disputed. We recommend the customer contact the GC directly to resolve these issues but would like to note that the signed contract states all grout and tiling is to be purchased and supplied by the customer.

Initial Business Response /* (1000, 9, 2015/11/03) */
** *** was attempting to manage a kitchen install in Florida from ChicagoShe purchased her kitchen from *** during a time in which *** was experiencing some stock outs which caused a delay in her installTraemand did miss the first
appointment in which we apologized as it does not meet Traemand internal valuesSince then Traemand has arrived at the job site several times as agreed to with ** *** to complete the work whith no one answering the door on occasionsAll attemps to work with ** *** has been meet with name callingSince then all work was completed except a toe kick which ** *** would nor allow the workers in her house
Initial Consumer Rebuttal /* (3000, 11, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they have liedI was never informed about an appointment that I missedI have been begging them to get the kitchen doneProfessional designers, myself included, manage and design homes in different states everyday if the weekThat is not the problemThe problem is when Traemand missed the promised installation date, to which we agreed, it cost me money due to having other contractors that were on site waiting for them to do their workSo missing the promised installation cost me additional money, well over $because I had to pay the other workers twice since they couldn't wait around and I had to reschedule them to come backI also had to fly back twice because Traemand missed the original install date and then didn't finish correctlyI won't let them in my home because every time I do, they treat me like garbage and do a bad jobTraemand's designer also did not include all the necessary parts to finish the kitchen which forced me to rent cars and drive to *** twiceTraemamd should have gotten the parts and not forced me to get themThey are the ones who left them out of the original specifications by their designerI paid them to write the kitchen specifications and what they gave me was incomplete
A settlement of $is appropriate and I will still be out more money
I did not receive an apologyOne Traemand employee called me and basically told me I should have expected them to miss deadlinesIt happens all the timeWell that's not how I work or expect others to operate
I have many emails I have sent to Traemand if they would like to read themI contacted the president of Traemand three times and he never responded
Traemand has been verbally abusive to meI can't treat my clients in such a manner and they shouldn't be allowed to,either
Because Traemand did not meet the original contract installation date, it snowballed from thereEvery other contractor on the job couldn't meet their deadline costing me a lot of extra moneyTherefore the way to resolve this is for Traemand to send me a check for $That won't cover all my additional costs due to their missed deadline
I could go on with so many other things related to this Traemand job, but I don't have the energy as I cannot believe they would treat a client in this manner
I held up my part of the project but they didn'tA phone call the day before they promised to install and be done in two days doesn't cut it in my bookI could never call a client the day before and say I'm not going to keep my promise
They have been unprofessional and need to understand they cannot treat people this way
I have a letter from my General Contractor who was on the job site at the time stating all of the above
Again, a settlement in the amount of $will close this matter
Final Business Response /* (4000, 28, 2016/01/05) */
Please be advised that Traemand forwarded a settlement agreement to *** on December 21, in the amount she requested*** sent me a question about the language of the paperwork on January 3, 2016, to which I responded todayWe are awaiting wordThe terms of the settlement agreement are confidential and thus I do not wish to post on the Revdex.com websitePlease await *** decision
Final Consumer Response /* (2000, 30, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the document has been signedTraemand will issue a check to me in the amount of $I have removed all negative comments on Social Media such as Yelp, etc
I have accepted their offer to settle in the amount of $I will respond to you once I receive the check and we can close this matterThank you

Traemand recognizes and apologies for the lack of communication and problem resolution for our customer, *** ***The same day that this complaint was received, the *** office coordinated with the team in *** ***'s area to schedule a warranty go-backAn installer then went to our
customer's home and repaired the drawers referenced in the complaintTraemand considers this warranty work completed for the customer

On behalf of everyone at Traemand, we apologize for the scheduling errors and lack of communication from our corporate staff during the installation process of our customer's kitchen renovation projectThe manager Mr*** worked with is no longer an employee of TraemandDue to the customer's
issues, Traemand will happily work with the Revdex.com and the customer to complete the payment request to resolve the complaintAgain, we apologize for the inconvenience this customer suffered and look forward to resolving the issue to the customer's satisfaction

Initial Business Response /* (1000, 9, 2015/07/24) */
On April 10th, two Traemand representatives visited the home of the ***'sThey were there to complete a Measure and Planning appointment for their kitchen, which they booked with Traemand through IKEA
Once they arrived, one of the
Traemand representatives proceeded to take measurements of the space and prepare a plan for the ***'s kitchen along with an installation estimateThis information was uploaded to our website for the customer to access on 4/11/
Also the customer was given some information and a contact number of a General Contractor- USI Contracting, a company who works with Traemand, to provide an estimate for additional work in the space
The customer decided not to continue with Traemand for their kitchen installation or USI Contracting for their GC work
Our Traemand representative was then contacted by the ***'s on July 9th to discuss issues with the measurements that had been takenBetween the Traemand representative and the customer, it was confirmed the measurements taken were incorrectAlthough they were happy with the plan at first, it did not fit their spaceA full refund was issued to the customer for the measurement and planning service
At that time the customer had informed the Traemand representative that they choose to go with their own contractor to complete the work in their homeIn good faith the Traemand representative proceeded to speak with the customer's contractor about the dimensions, plan, etcto see what could be done in the space
This was done at no cost to the customer, and went above of our routinesIn the event the customer would have chosen to use Traemand and USI Contracting for their job, we would have been able to navigate a different route and assist the customer in finding a solution
Once a customer choses to involve their own professional planner, installer or general contractor Traemand cannot be responsible for the outcome of the work done in the customers home
Final Business Response /* (1000, 12, 2015/07/24) */
I am the Midwest Market Manager
My email address is ***@traemand.com
Thank you for your time,

After receiving *** ***'s complaint through the Revdex.com, a representative from Traemand contacted her to discuss the issues writtenAfter this discussion, the disputed amount of $was immediately refunded to the customer's card on filePlease find attached the email correspondence between
the customer, a representative from Traemand and the accounting team regarding the resolution of her complaintTraemand considers this complaint resolved with the customer

Traemand has reached out to this customer and is dispatching an employee to their home today to resolve the areas of concern that were addressed in the complaint. The customer's concerns have been addressed and are in the process of resolution per the email attachment from the Marketing Manager for...

the region and the customer.

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.   The business was more responsive once the complaint was made to Revdex.com and hope that the business is more responsive to their customers in the future.
Sincerely,
[redacted]

We're sorry for the issues this customer experienced during their kitchen remodel. Unfortunately, the work being disputed was not completed by Traemand. Traemand is not a general contractor nor do we complete general contracting work. Therefore we will not be accommodating the request for...

$1,800. Tiling and grout work for this customer was completed by [redacted]. Attached please find the signed general contracting contract between this customer and [redacted], which describes the work being disputed. We recommend the customer contact the GC directly to resolve these issues but would like to note that the signed contract states all grout and tiling is to be purchased and supplied by the customer.

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.
Sincerely,
[redacted]

Traemand reached out to the customer today to discuss next steps, and the customer agreed to have a Traemand employee visit the jobsite to attend to two cabinets and a potential gap in the countertop. Following the installer's visit scheduled on 12/26, Traemand will communicate with the customer what compensation he feels is right. The customers was informed that all general contracting work was performed by a different company and can be address with [redacted].