Owner, [redacted] ***, calledStated that the granite had a stem issueSomeone did a "dry buff" on the granite causing a dull spotBusiness is looking into a product to camouflage, or band-aid, the blemish until they have a stone crafter to do a rebuff or polishThis is a process that requires timeBusiness will call consumer by Friday with a tentative plan to address the blemish
Thursday 16th, April [redacted] In response to statement's made, also claimed by [redacted] ***r regarding Unity's services and customer care as followed: -The "blemish" that [redacted] states was produced from a Unity installation team member honing the seamUpon the clients final inspection time of install completion, was not satisfied with the seam being unevenUnity's install team leader informed the Fairfield office management that the seam was acceptable to industry standards [redacted] was not to be satisfied even when informed by management regarding the seamIn response to [redacted] 's dissatisfaction, the attempt to resolve the issue was accepted by the client with final balance paid by check also signing off the "Release of Lien" which states that the installation performed complete to full satisfactionThe "Release of Lien" also states the client understands that changes made to perform any work from this point on will incur additional labor and or material cost ( Release of Lien on file ) However, the attempt to resolve the seam was unsuccessful and revealed next day after the wipe down of excess sealant from previous day -Speaking with [redacted] on 03/11/in regards to the "new" seam issue, he was advised that product would have to be researched and advised by vendor and to be scheduled for immediate R&RI performed three applications on 03/18, 03/21, 03/Upon the third visit to [redacted] 's residence, I performed the final attempt to resolve the "hazed" areaWhile applying product I stated that if failure to cure the issue, Unity would seek "specialist" if Unity could not perform the stages of re-polishing effectively -On 03/I received [redacted] 's call regarding that the attempts I performed failed and what would Unity offer to create closureI stated that I would have to confide with management for the next process advised [redacted] stated that the processes taking to long as I advised that Unity guarantees the workmanship -Recapping desired settlement: As a reputable company , Unity Kitchen & Bath will repair the issue of the counter top whether it be Unity or outsourced to a "specialist" approved by management Since 2005, customer service has always been given to every residential and commercial clients from years past and the years that are yet to come, proudly servingUnity Kitchen & Bath [redacted] Sales Specialist
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I don't accept their responseIt is not a coincidence that my outlets worked perfectly fine until the installation of my graniteSomehow someway my outlets were affected by this installation since they worked perfectly fine previouslyI made a offer to cover half of the fees that I'm out of pocket on to get my outlets back in working order like they were prior to the arrival of the installersThis company has demonstrated it's inflexibility to meet customer satisfactionI spent nearly $on granite, had an issue not created my myself and am still willing to cover half the cost of said repair yet the company is not willing to meet halfway on the premise that "something" could have been caused by them and reimburse me $to satisfy the customer after still making well over $on the sale.
Surprisingly I had to co-workers that were looking for recommendations for granite whom I had referred to Unity until a this happened but once I communicated my story they said they would look elsewhereAmazing that something couldn't be resolved especially when the customer had nothing to do with the occurrence of the problem and is willing to absorb half of the cost of the repair.
Regards,
*** ***
Unity did an outstanding job on my kitchen remodel My wife and I are very happy with the job We had done a lot of comparison shopping before we chose Unity and it turned out to be a great decisionI would recommend them to anyone
The business is beginning to relocate their headquarters to Fairfield, OHThe business has stated that they have the *** on the schedule to come out to their home in the next two weeksThe sales manager has given a date of 7/13/to call and get everything confirmed and from there schedule a date to come out to the homeThey have a finishing specialist that will come out to correct the issuesThe process is going to take some time but it will be corrected
Thursday February 12th, Speaking with Mr*** *** today in response to his call to my personal mobile, *** explained his experience that he and *** encountered regarding their situation at our *** production & showroomAt the time of the phone call, I
apologized for the inconvenience and created the immediate resolve of:
-replacement of the damaged drawer of DB 18-"Top Drawer"
-Saturday February 14th, meeting/delivery/exchange
(location & time to be agreed by *** *** or company & ** *** ***)
I have submitted said "drawer" to production immediately after Mr*** *** phone call @ 12:04pm / 12:10pm endingI have not spoken to *** in person as of yet but intend tomorrow sometime before end of scheduled closeI will also contact Mr*** *** regarding the meeting location for the exchange as he had offered on behalf of*.
On behalf of Unity Kitchen & Bath, I sincerely apologize once again for any "unprofessional" actions interpreted, thus creating this complaint to Revdex.com
In regards,
*** ***
Sales Specialist
Unity Florence
*** office
I spoke to the customer on three different occasions and advised him that the installation of granite does not involve the use of screws. We did not alter his existing cabinets and at no time did we drill into the wall. After completion of the granite installation, the customer
signed off that the job was completed to his satisfaction. After reviewing the customers file, we have determined that we have no intention of paying for something that we are in no way responsible for
Finally got what I ordered with too many issues & delays Headache of it all not worth the cheaper price of the handful of employees I dealt with was not happy with their employer and quite before I finally got my granite installed Was told sink hook up was included as long as it did not go into the drywall and it was notThe original lead installer could not even speak enough English to communicate with me nor his trainee Very sadHe even made some sort of attempt to communicate with me and then proceeded to cut an opening in my wall without my permission Before I could say a word he already had his dry wall saw through my wall This was done because they miss measured They still had to bring another piece out because the first piece was slightly damaged I even told them they needed to remeasure before they cut a second piece The person who I understand to be the owner refused my request of remeasurement and fixing my wallHe just showed up at the appointed time with a new piece of granite and back splashes Sad part is they were so unorganized this trip that I had to wait till that evening before my back splashes could be installed This granite has to be sealed every year My other granite pieces was said to have a year warranty They cracked one of my light covers that were over years old & put scuff marks on my hallway walls They replaced my light covers with new & different ones because those can no longer be replaced Never asked them about the wall scuffs to be touched up because I haven't had a chance to paint them yet To many issues & delays I should of spent a little more and went back with *** ***Go elsewhere I will never use this company againThey were in the wrong and apologies were non existent Accused me of being too picky And yes arguing took placeNever again
We would definitely recommend Unity Kitchen. Our experience with them was very positive. We live in a condo and replaced our kitchen cabinets and got a granite counter-top and new sink from them. The pricing was very good and the installation was excellent and efficient.
I had a terrible experience with Unity Kitchen and Bath. They were late, didn't show up and very rude. At the time of measurements they showed up on a Saturday, when we had set an appointment for Monday. Instead of apologizing and meeting me on Monday, he said when can you be here. I had to leave my son's soccer game to meet them. They were 4 hours late the day of installation. My granite was cracked in two places and the installers chipped the granite twice and many small chips along the seam. It looked terrible. They were supposed to come back out to fix it, but no one showed up. Again no apology. When they did come to fix it they were very rude and said that's just how granite is made. The so called fix did not help (it was only epoxy to the color of the granite to cover it up), and when I asked for a discount instead of dealing with them anymore the owner screamed so loud over the phone my husband could hear him across the room. He said he would break into my house and steal all the granite back if I did not pay. I finally got a very small discount without ever hearing an apology. This company was awful from start to finish, and I would never recommend anyone using them.
WARNING!!! Unity Kitchen and Bath LLC is an unreliable and unprofessional company. All the trouble started when the installation crew showed up at our house. The dimensions for the counters were incorrect. So, to get the granite to fit, they cut the granite in the driveway and inside our house. The granite dust went throughout the house and took us hours to clean up! To get the sink to fit, they had to notch a metal bracket with a grinder and had sparks flying from the wood floors to the ceiling, the workers held up pieces of cardboard to stop the grinding sparks from catching the house on fire. Really, no joke! Then after installation, they poured the sealant on the granite. I mean thick, just pouring it on. Then they want you, the client to steel wool it and use a razor blade and finish it yourself! It took us hours of labor. Next, we pointed out deep scratches, chips and uneven seams on the granite, they try to buff it out and they made it worse, leaving huge dull spots all over the counter tops. Then, it gets better. After the buffing didn’t work. Unity Kitchen and Bath replaced part of the damaged granite. Well, guess what? They replaced it with more damaged granite! Unity Kitchen and Bath did a terrible job and would not honor their warranty, so to resolve all the issues we sued Unity Kitchen and Bath LLC in Small Claims Court and we received a judgment of $3,000.00 plus court cost! If we were to hire a contractor in the future, we will be more diligent to research the companies past performance and never go with the low bid again!!! Good luck!
Owner, [redacted], called. Stated that the granite had a stem issue. Someone did a "dry buff" on the granite causing a dull spot. Business is looking into a product to camouflage, or band-aid, the blemish until they have a stone crafter to do a rebuff or polish. This is a process that requires time. Business will call consumer by Friday with a tentative plan to address the blemish.
Thursday 16th, April 2015[redacted]
In response to statement's made, also claimed by [redacted]r regarding Unity's services and customer care as followed:
-The "blemish" that [redacted] states was produced from a Unity installation team member...
honing the seam. Upon the clients final inspection time of install completion, was not satisfied with the seam being uneven. Unity's install team leader informed the Fairfield office management that the seam was acceptable to industry standards. [redacted] was not to be satisfied even when informed by management regarding the seam. In response to [redacted]'s dissatisfaction, the attempt to resolve the issue was accepted by the client with final balance paid by check also signing off the "Release of Lien" which states that the installation performed complete to full satisfaction. The "Release of Lien" also states the client understands that changes made to perform any work from this point on will incur additional labor and or material cost. ( Release of Lien on file ) However, the attempt to resolve the seam was unsuccessful and revealed next day after the wipe down of excess sealant from previous day.
-Speaking with [redacted] on 03/11/2015 in regards to the "new" seam issue, he was advised that product would have to be researched and advised by vendor and to be scheduled for immediate R&R. I performed three applications on 03/18, 03/21, 03/24. Upon the third visit to [redacted]'s residence, I performed the final attempt to resolve the "hazed" area. While applying product I stated that if failure to cure the issue, Unity would seek "specialist" if Unity could not perform the stages of re-polishing effectively.
-On 03/31 I received [redacted]'s call regarding that the attempts I performed failed and what would Unity offer to create closure. I stated that I would have to confide with management for the next process advised. [redacted] stated that the processes taking to long as I advised that Unity guarantees the workmanship.
-Recapping desired settlement:
As a reputable company , Unity Kitchen & Bath will repair the issue of the counter top whether it be Unity or outsourced to a "specialist" approved by management.
Since 2005, customer service has always been given to every residential and commercial clients from years past and the years that are yet to come, proudly serving.
Unity Kitchen & Bath
[redacted]
Sales Specialist
Unity stands by their decision. The electrical problem was not caused by anything involving the installation of the granite counter top. The customer advised me during our first conversation, it was his electrician who told him that it was our fault because the electrician was under the misconception that granite counter tops were screwed in. I called the electrician and explained how the granite was installed and that it at no time involves screwing them into the wall. The electrician apologized and said that he didn't know what had caused the problem. I also advised the customer that we don't use screws. We regret that the customer has an electrical problem but we absolutely refuse to pay for something that in no way involves us or was caused by us. The customer has threatened us with legal action and with filing a complaint with the Revdex.com despite the fact that he has repeatedly been told how the granite was installed.
I cannot recommend this company to anyone. Their price and product are very favorable, but their customer service is non-existent. On the day of our kitchen installation the crew showed up 3 hours late and when they left one cabinet door was not adjusted, and one door was loose on the hinge. They also forgot to bring the cabinet hardware so we had to reschedule.
The next trip was to install the hardware. I took off work to meet them at 3PM and they showed up at 6PM. But when they were done, we were still missing handles on 4 cabinets, plus they had miss drilled three drawer fronts.
Plumber could not install dishwasher because the frame they installed behind the back on the island was too large and did not leave enough depth to get the dishwasher in.
Visit 3 was to verify the dishwasher problem with a promise to send an installer to fix it.
Trip four they scheduled for 4PM and showed up at 6:30 after I called to find out where they were. They replaced the drawer fronts, but one of the cabinet door was drilled off location. The installer reamed the hole out to make the handle fit. He promised to have the door front replaced. We are still waiting for that. He also tried to fix the framing problem with the dishwasher, but decided that the finish panel on the island would have to be removed and he would have to order a replacement for it as it nailed/glued in place and would be damaged when they removed it.
Trip 5 the installer was only 30 minutes late. He tried to cut the framing out without removing the rear panel and it cracked the wood panel. They were successful in removing the framing behind the dishwasher, but damaged the cabinet beside it in the process. The replacement panel for the back side of the island was damaged and I refused to allow them to install it.
So now we are 5 weeks later and I have one cabinet door with an oblong hole showing around the hardware, one cabinet damaged beside the dishwasher space, and no framing or finish panel on the back side of the island.
I called Unity, and then sent them photos to document the problems. I have gotten no response. I am still waiting!
The continuing saga... if you read my previous comments, the story goes on. Unity kitchen put me off for two weeks and did not return calls. So I contacted my credit card company and submitted a formal complaint to stop payment. And the owner finally called me. Trip 6 got the island panel behind the dishwasher replaced. Trip 7 got the cabinet doors replaced where they had damaged them. So it took 7 trips and two months to get my kitchen installed. And yes, if you have a problem with this company there will be shouting and arguing. They have no respect for their customers.
Unity did my kitchen and the results were wonderful. I was impressed with the quality and the price of the cabinets and granite. The installers did a great job and were very polite. I would definitely recommend them!
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.]
The electrician stated that he could not 100% be certain of the direct electrical problem without ripping out the granite and cabinets which would have been extremely costly but in his expert opinion he indicated that a screw was most likely the culprit as it pertained to the moving of my cabinets which screws are used to secure the cabinets in place which were moved as observed by family members who were present during installation. Again, one of these wood screws were found on top of the newly installed granite as well as one in a drawer. Upon explaining this to the Unity rep I was told that their installer must have seen it laying on the floor and picked it up and layed it on the counter. Really? Sorry, I don't have wood screws laying around my kitchen!!
To clear up a untruthful statement regarding threathening legal action, a letter was sent from my attorney to try and work out a suitable resolution and that no legal process had taken place but I reserved the right to. There was no threat but simply stated I could pursue that if I wanted to! In speaking with Unity's representative 3 times as stated, they were adamant that they were not at fault in anyway shape of form. I ask the rep to put themselves in my shoes and if something worked perfectly fine for 14 years and the day of the install where a contractor was working something all of the sudden stopped working and would they think it was simply a coincidence? The response was since she knew how granite was installed she said yep, it would be a coincidence and simply eat the repair cost. Wow! Great customer service and satisfaction. And to clear up another point, while I did sign off on granite installation as stated, how in the heck could I have know to go check all of my electrical outlets?! Funny how when the plumber, who was recommended by Unity, came back later that evening to reconnect the dishwasher and disposal could not get things to work properly after 3 hours and stated "I don't know what they've done (ie. Unity) but I can't get any power. Coincidence? I think not.
I could pursue legal action as my lawyer had stated but that will cost me more in the lost run than I've already expended. I will chalk this up to lessons learned but clearly this is a company that clearly thinks they cannot do any wrong and does not value customer satisfaction for something so minor in the big scheme of things especially when the customer was willing to absorb half the cost of the repair based upon "the coincidence" that the stars and moon were all aligned the day of my installation for this problem to occur.
Clearly a company I will never recommend for reasons above.
Regards,
[redacted]
Owner, [redacted] ***, calledStated that the granite had a stem issueSomeone did a "dry buff" on the granite causing a dull spotBusiness is looking into a product to camouflage, or band-aid, the blemish until they have a stone crafter to do a rebuff or polishThis is a process that requires timeBusiness will call consumer by Friday with a tentative plan to address the blemish
Thursday 16th, April [redacted] In response to statement's made, also claimed by [redacted] ***r regarding Unity's services and customer care as followed: -The "blemish" that [redacted] states was produced from a Unity installation team member honing the seamUpon the clients final inspection time of install completion, was not satisfied with the seam being unevenUnity's install team leader informed the Fairfield office management that the seam was acceptable to industry standards [redacted] was not to be satisfied even when informed by management regarding the seamIn response to [redacted] 's dissatisfaction, the attempt to resolve the issue was accepted by the client with final balance paid by check also signing off the "Release of Lien" which states that the installation performed complete to full satisfactionThe "Release of Lien" also states the client understands that changes made to perform any work from this point on will incur additional labor and or material cost ( Release of Lien on file ) However, the attempt to resolve the seam was unsuccessful and revealed next day after the wipe down of excess sealant from previous day -Speaking with [redacted] on 03/11/in regards to the "new" seam issue, he was advised that product would have to be researched and advised by vendor and to be scheduled for immediate R&RI performed three applications on 03/18, 03/21, 03/Upon the third visit to [redacted] 's residence, I performed the final attempt to resolve the "hazed" areaWhile applying product I stated that if failure to cure the issue, Unity would seek "specialist" if Unity could not perform the stages of re-polishing effectively -On 03/I received [redacted] 's call regarding that the attempts I performed failed and what would Unity offer to create closureI stated that I would have to confide with management for the next process advised [redacted] stated that the processes taking to long as I advised that Unity guarantees the workmanship -Recapping desired settlement: As a reputable company , Unity Kitchen & Bath will repair the issue of the counter top whether it be Unity or outsourced to a "specialist" approved by management Since 2005, customer service has always been given to every residential and commercial clients from years past and the years that are yet to come, proudly servingUnity Kitchen & Bath [redacted] Sales Specialist
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I don't accept their responseIt is not a coincidence that my outlets worked perfectly fine until the installation of my graniteSomehow someway my outlets were affected by this installation since they worked perfectly fine previouslyI made a offer to cover half of the fees that I'm out of pocket on to get my outlets back in working order like they were prior to the arrival of the installersThis company has demonstrated it's inflexibility to meet customer satisfactionI spent nearly $on granite, had an issue not created my myself and am still willing to cover half the cost of said repair yet the company is not willing to meet halfway on the premise that "something" could have been caused by them and reimburse me $to satisfy the customer after still making well over $on the sale.
Surprisingly I had to co-workers that were looking for recommendations for granite whom I had referred to Unity until a this happened but once I communicated my story they said they would look elsewhereAmazing that something couldn't be resolved especially when the customer had nothing to do with the occurrence of the problem and is willing to absorb half of the cost of the repair.
Regards,
*** ***
Unity did an outstanding job on my kitchen remodel My wife and I are very happy with the job We had done a lot of comparison shopping before we chose Unity and it turned out to be a great decisionI would recommend them to anyone
The business is beginning to relocate their headquarters to Fairfield, OHThe business has stated that they have the *** on the schedule to come out to their home in the next two weeksThe sales manager has given a date of 7/13/to call and get everything confirmed and from there schedule a date to come out to the homeThey have a finishing specialist that will come out to correct the issuesThe process is going to take some time but it will be corrected
Thursday February 12th, Speaking with Mr*** *** today in response to his call to my personal mobile, *** explained his experience that he and *** encountered regarding their situation at our *** production & showroomAt the time of the phone call, I
*.
apologized for the inconvenience and created the immediate resolve of:
-replacement of the damaged drawer of DB 18-"Top Drawer"
-Saturday February 14th, meeting/delivery/exchange
(location & time to be agreed by *** *** or company & ** *** ***)
I have submitted said "drawer" to production immediately after Mr*** *** phone call @ 12:04pm / 12:10pm endingI have not spoken to *** in person as of yet but intend tomorrow sometime before end of scheduled closeI will also contact Mr*** *** regarding the meeting location for the exchange as he had offered on behalf of
On behalf of Unity Kitchen & Bath, I sincerely apologize once again for any "unprofessional" actions interpreted, thus creating this complaint to Revdex.com
In regards,
*** ***
Sales Specialist
Unity Florence
*** office
I spoke to the customer on three different occasions and advised him that the installation of granite does not involve the use of screws. We did not alter his existing cabinets and at no time did we drill into the wall. After completion of the granite installation, the customer
signed off that the job was completed to his satisfaction. After reviewing the customers file, we have determined that we have no intention of paying for something that we are in no way responsible for
Finally got what I ordered with too many issues & delays Headache of it all not worth the cheaper price of the handful of employees I dealt with was not happy with their employer and quite before I finally got my granite installed Was told sink hook up was included as long as it did not go into the drywall and it was notThe original lead installer could not even speak enough English to communicate with me nor his trainee Very sadHe even made some sort of attempt to communicate with me and then proceeded to cut an opening in my wall without my permission Before I could say a word he already had his dry wall saw through my wall This was done because they miss measured They still had to bring another piece out because the first piece was slightly damaged I even told them they needed to remeasure before they cut a second piece The person who I understand to be the owner refused my request of remeasurement and fixing my wallHe just showed up at the appointed time with a new piece of granite and back splashes Sad part is they were so unorganized this trip that I had to wait till that evening before my back splashes could be installed This granite has to be sealed every year My other granite pieces was said to have a year warranty They cracked one of my light covers that were over years old & put scuff marks on my hallway walls They replaced my light covers with new & different ones because those can no longer be replaced Never asked them about the wall scuffs to be touched up because I haven't had a chance to paint them yet To many issues & delays I should of spent a little more and went back with *** ***Go elsewhere I will never use this company againThey were in the wrong and apologies were non existent Accused me of being too picky And yes arguing took placeNever again
We would definitely recommend Unity Kitchen. Our experience with them was very positive. We live in a condo and replaced our kitchen cabinets and got a granite counter-top and new sink from them. The pricing was very good and the installation was excellent and efficient.
I had a terrible experience with Unity Kitchen and Bath. They were late, didn't show up and very rude. At the time of measurements they showed up on a Saturday, when we had set an appointment for Monday. Instead of apologizing and meeting me on Monday, he said when can you be here. I had to leave my son's soccer game to meet them. They were 4 hours late the day of installation. My granite was cracked in two places and the installers chipped the granite twice and many small chips along the seam. It looked terrible. They were supposed to come back out to fix it, but no one showed up. Again no apology. When they did come to fix it they were very rude and said that's just how granite is made. The so called fix did not help (it was only epoxy to the color of the granite to cover it up), and when I asked for a discount instead of dealing with them anymore the owner screamed so loud over the phone my husband could hear him across the room. He said he would break into my house and steal all the granite back if I did not pay. I finally got a very small discount without ever hearing an apology. This company was awful from start to finish, and I would never recommend anyone using them.
WARNING!!! Unity Kitchen and Bath LLC is an unreliable and unprofessional company. All the trouble started when the installation crew showed up at our house. The dimensions for the counters were incorrect. So, to get the granite to fit, they cut the granite in the driveway and inside our house. The granite dust went throughout the house and took us hours to clean up! To get the sink to fit, they had to notch a metal bracket with a grinder and had sparks flying from the wood floors to the ceiling, the workers held up pieces of cardboard to stop the grinding sparks from catching the house on fire. Really, no joke! Then after installation, they poured the sealant on the granite. I mean thick, just pouring it on. Then they want you, the client to steel wool it and use a razor blade and finish it yourself
! It took us hours of labor. Next, we pointed out deep scratches, chips and uneven seams on the granite, they try to buff it out and they made it worse, leaving huge dull spots all over the counter tops. Then, it gets better. After the buffing didn’t work. Unity Kitchen and Bath replaced part of the damaged granite. Well, guess what? They replaced it with more damaged granite! Unity Kitchen and Bath did a terrible job and would not honor their warranty, so to resolve all the issues we sued Unity Kitchen and Bath LLC in Small Claims Court and we received a judgment of $3,000.00 plus court cost! If we were to hire a contractor in the future, we will be more diligent to research the companies past performance and never go with the low bid again!!! Good luck!
Owner, [redacted], called. Stated that the granite had a stem issue. Someone did a "dry buff" on the granite causing a dull spot. Business is looking into a product to camouflage, or band-aid, the blemish until they have a stone crafter to do a rebuff or polish. This is a process that requires time. Business will call consumer by Friday with a tentative plan to address the blemish.
Thursday 16th, April 2015[redacted]
In response to statement's made, also claimed by [redacted]r regarding Unity's services and customer care as followed:
-The "blemish" that [redacted] states was produced from a Unity installation team member...
honing the seam. Upon the clients final inspection time of install completion, was not satisfied with the seam being uneven. Unity's install team leader informed the Fairfield office management that the seam was acceptable to industry standards. [redacted] was not to be satisfied even when informed by management regarding the seam. In response to [redacted]'s dissatisfaction, the attempt to resolve the issue was accepted by the client with final balance paid by check also signing off the "Release of Lien" which states that the installation performed complete to full satisfaction. The "Release of Lien" also states the client understands that changes made to perform any work from this point on will incur additional labor and or material cost. ( Release of Lien on file ) However, the attempt to resolve the seam was unsuccessful and revealed next day after the wipe down of excess sealant from previous day.
-Speaking with [redacted] on 03/11/2015 in regards to the "new" seam issue, he was advised that product would have to be researched and advised by vendor and to be scheduled for immediate R&R. I performed three applications on 03/18, 03/21, 03/24. Upon the third visit to [redacted]'s residence, I performed the final attempt to resolve the "hazed" area. While applying product I stated that if failure to cure the issue, Unity would seek "specialist" if Unity could not perform the stages of re-polishing effectively.
-On 03/31 I received [redacted]'s call regarding that the attempts I performed failed and what would Unity offer to create closure. I stated that I would have to confide with management for the next process advised. [redacted] stated that the processes taking to long as I advised that Unity guarantees the workmanship.
-Recapping desired settlement:
As a reputable company , Unity Kitchen & Bath will repair the issue of the counter top whether it be Unity or outsourced to a "specialist" approved by management.
Since 2005, customer service has always been given to every residential and commercial clients from years past and the years that are yet to come, proudly serving.
Unity Kitchen & Bath
[redacted]
Sales Specialist
Unity stands by their decision. The electrical problem was not caused by anything involving the installation of the granite counter top. The customer advised me during our first conversation, it was his electrician who told him that it was our fault because the electrician was under the misconception that granite counter tops were screwed in. I called the electrician and explained how the granite was installed and that it at no time involves screwing them into the wall. The electrician apologized and said that he didn't know what had caused the problem. I also advised the customer that we don't use screws. We regret that the customer has an electrical problem but we absolutely refuse to pay for something that in no way involves us or was caused by us. The customer has threatened us with legal action and with filing a complaint with the Revdex.com despite the fact that he has repeatedly been told how the granite was installed.
I cannot recommend this company to anyone. Their price and product are very favorable, but their customer service is non-existent. On the day of our kitchen installation the crew showed up 3 hours late and when they left one cabinet door was not adjusted, and one door was loose on the hinge. They also forgot to bring the cabinet hardware so we had to reschedule.
The next trip was to install the hardware. I took off work to meet them at 3PM and they showed up at 6PM. But when they were done, we were still missing handles on 4 cabinets, plus they had miss drilled three drawer fronts.
Plumber could not install dishwasher because the frame they installed behind the back on the island was too large and did not leave enough depth to get the dishwasher in.
Visit 3 was to verify the dishwasher problem with a promise to send an installer to fix it.
Trip four they scheduled for 4PM and showed up at 6:30 after I called to find out where they were. They replaced the drawer fronts, but one of the cabinet door was drilled off location. The installer reamed the hole out to make the handle fit. He promised to have the door front replaced. We are still waiting for that. He also tried to fix the framing problem with the dishwasher, but decided that the finish panel on the island would have to be removed and he would have to order a replacement for it as it nailed/glued in place and would be damaged when they removed it.
Trip 5 the installer was only 30 minutes late. He tried to cut the framing out without removing the rear panel and it cracked the wood panel. They were successful in removing the framing behind the dishwasher, but damaged the cabinet beside it in the process. The replacement panel for the back side of the island was damaged and I refused to allow them to install it.
So now we are 5 weeks later and I have one cabinet door with an oblong hole showing around the hardware, one cabinet damaged beside the dishwasher space, and no framing or finish panel on the back side of the island.
I called Unity, and then sent them photos to document the problems. I have gotten no response. I am still waiting!
The continuing saga... if you read my previous comments, the story goes on. Unity kitchen put me off for two weeks and did not return calls. So I contacted my credit card company and submitted a formal complaint to stop payment. And the owner finally called me. Trip 6 got the island panel behind the dishwasher replaced. Trip 7 got the cabinet doors replaced where they had damaged them. So it took 7 trips and two months to get my kitchen installed. And yes, if you have a problem with this company there will be shouting and arguing. They have no respect for their customers.
Unity did my kitchen and the results were wonderful. I was impressed with the quality and the price of the cabinets and granite. The installers did a great job and were very polite. I would definitely recommend them!
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.]
The electrician stated that he could not 100% be certain of the direct electrical problem without ripping out the granite and cabinets which would have been extremely costly but in his expert opinion he indicated that a screw was most likely the culprit as it pertained to the moving of my cabinets which screws are used to secure the cabinets in place which were moved as observed by family members who were present during installation. Again, one of these wood screws were found on top of the newly installed granite as well as one in a drawer. Upon explaining this to the Unity rep I was told that their installer must have seen it laying on the floor and picked it up and layed it on the counter. Really? Sorry, I don't have wood screws laying around my kitchen!!
To clear up a untruthful statement regarding threathening legal action, a letter was sent from my attorney to try and work out a suitable resolution and that no legal process had taken place but I reserved the right to. There was no threat but simply stated I could pursue that if I wanted to! In speaking with Unity's representative 3 times as stated, they were adamant that they were not at fault in anyway shape of form. I ask the rep to put themselves in my shoes and if something worked perfectly fine for 14 years and the day of the install where a contractor was working something all of the sudden stopped working and would they think it was simply a coincidence? The response was since she knew how granite was installed she said yep, it would be a coincidence and simply eat the repair cost. Wow! Great customer service and satisfaction. And to clear up another point, while I did sign off on granite installation as stated, how in the heck could I have know to go check all of my electrical outlets?! Funny how when the plumber, who was recommended by Unity, came back later that evening to reconnect the dishwasher and disposal could not get things to work properly after 3 hours and stated "I don't know what they've done (ie. Unity) but I can't get any power. Coincidence? I think not.
I could pursue legal action as my lawyer had stated but that will cost me more in the lost run than I've already expended. I will chalk this up to lessons learned but clearly this is a company that clearly thinks they cannot do any wrong and does not value customer satisfaction for something so minor in the big scheme of things especially when the customer was willing to absorb half the cost of the repair based upon "the coincidence" that the stars and moon were all aligned the day of my installation for this problem to occur.
Clearly a company I will never recommend for reasons above.
Regards,
[redacted]