Traemand

We apologize for the miscommunication this customer received regarding the scope our installation services provided. Due to site conditions of the home, Traemand did not feel comfortable performing the installation. We apologize that this customer was provided an installation estimate when we did...

not intent to perform the installation. Traemand feels the site conditions of the home (i.e. existing 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 agreement. The customer signed an installation agreement with Traemand and Traemand refunded the total amount deposited by this customer. Traemand will not be performing the installation.

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.

The customer's perception of these events do not follow what our records show. [redacted] acts as a Referral Partner for Traemand when volume and demand are high and our employee teams are filled to capacity. Traemand provided this customer one agreement for cabinet assembly and installation for...

$2,087.18, which was signed and paid by the customer. [redacted] provided this service. The customer was in need of additional general contracting work, which [redacted] is licensed to provide. [redacted] quoted the customer at $3,325.00 for the requested work (attached). The customer signed, work has been completed, and customer has not paid for the services. Following the completion of the work, Mr. L[redacted] contacted Traemand stating he would like to be compensated for the work completed due to quotes he found at a "lower value." This email interaction is attached, in which it appears the contractor (M. Y[redacted]) actually quoted the customer at a higher amount. The Regional Manager for this area understood that the customer was upset and offered to compensate $300 and complete the minor cabinet fixes if the customer signed a completion report for our records that the job was complete. To date, the customer is refusing to pay [redacted] for the completed work. This complaint is geared toward a party that did not complete the work, and we feel the customer should discuss this matter with [redacted] directly once the work has been paid for per his signed contract.

Initial Business Response /* (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 Traemand. The customer neglected to order over 1/2 of the articles...

needed for their kitchen and noted on the total parts sheet. We have left a voicemail and an email trying to contact the customer PRIOR to the scheduled installation date of tomorrow 12/10/15. We have not heard from the customer as of this time.
Initial Consumer Rebuttal /* (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 Traemand. The customer neglected to order over 1/2 of the articles needed for their kitchen and noted on the total parts sheet. We have left a voicemail and an email trying to contact the customer PRIOR to the scheduled installation date of tomorrow 12/10/15. 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 online. Had this been suggested this is the order route that would have been taken. I did not neglect to order the articles listed, the articles needed were not listed. I received no voicemail and the I had no access to email until today. I spoke with [redacted] last night as they did contact me and agreed that working with this company is in neither party's best interest. They informed me that the money paid to Traemand will be refunded to me.
Final Business Response /* (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 contact. The installation agreement has been cancelled, and the refund for the installation deposit is being processed.

Complaint: [redacted]
I am rejecting this response because:You hired them. They work for you. they represented you. They installed kitchen cabinets for you. They gave me  the wrong  estimate on your behalf. They were acting like they are [redacted] contractor company, and never told me there are subcontractors. They took advantage of me  because I thought they  are part of [redacted]  and trusted them.Your company is fully responsible for them and should compensate me for my loss. 
Sincerely,
[redacted]

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

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]