U.S. Cabinet Refacing, Inc..

I had my kitchen cabinets replaced by U.S. Cabinet Refacing Inc. about 9 years ago.

One of the hinges broke and I could not find that particular hinge at the local big box store so I sent an email to Seth and asked him if I could purchase a

few hinges.

Seth responded immediately to me, telling me that he would arrange for someone to come down and replace the hinge.

I have never worked with a company that stood behind their products like this. Especially since this had nothing to do with workmanship.

Seth’s actions made me realize that I was not only dealing with a company that stands behind their products, but more importantly, they care about their customers’ satisfaction and go above and beyond the call of duty to provide truly exceptional customer service.

Review: called US Cabinet Refacing in Feb. 2014, to have 6 cabinet doors replaced ( total $600.00 ). All doors needed to have the arch shape and either [redacted] or [redacted] were aware of the shape of the doors because they said they would go back & look at the original blue prints, from several years back. In the meantime I spoke to either [redacted] or [redacted], maybe both, we went over the doors that had to be replaced, (by phone).

2/**/2014: [redacted] installed 6 doors ( 3 arch & 3 square). [redacted] said he would leave the 3 square doors for now & he would put in an order for the 3 arch doors. [redacted] spoke to, I believe it was [redacted], while he was at the house. I paid the $600.00.

5/**/2014: U.S Cabinet Refacing calls & cancelled their appointment, that was scheduled for 5/**/2014, said someone was sick (Memorial Day Weekend).

6/**/2014: [redacted] came and installed 4 square doors, ( again the wrong order and I have no ideal why they installed an extra square door). [redacted] said he would talk to [redacted] never called me back, so I called [redacted] on 6/**/2014, 10:23am.

6/**/2014: Spoke to [redacted] about getting 4 square doors, installed on 6/**/2014, they were still the wrong doors (waiting for arch shaped doors). [redacted] said he would call back in about 1 1/2 hrs because he was off to see [redacted].

6/**/2014: [redacted] never called back, so I called [redacted], at 12:30pm and left a message on his cell # to have him or someone else call me back concerning, now 7 bottom, square doors to be replaced, with the correct, arch doors, originally ordered in Feb. 2014. [redacted] called me back at about 1pm & we got everything straightened out, what is needed is 7 bottom square doors (wrong doors) replaced with 7 arch doors (correct doors). [redacted] said he would speak with [redacted] also mentioned the Company would be closed the week of July [redacted].

10/*/2014: 10:47am I called & spoke to [redacted] said he would call [redacted], today and get back to me in an hour. [redacted] called back @ 4:57pm, and left a message,, saying he spoke with [redacted] & was told it would definitely be a couple more weeks, again, but if the doors come in any sooner he ([redacted]) would call, me.

11/*/2014: I still have not heard from U. S. Cabinet Refacing.Desired Settlement: Finish the job, without further delay. A check refund of $600.00, would be a reasonable compensation, for waiting for a correct order to be filled and for having waited an excessive delay in completing the service from Feb. 2014 till the current date of 11/*/2014.

Business

Response:

In response to this complaint there are a few factors to consider. This job was originally installed 12 years ago in December of 2002. The customer ordered the 6 replacement doors because she wanted everything fresh and new because they had experienced normal wear and tear. I told her we would try to do it as reasonably as possible but we needed to at least cover some of the material cost and I would cover the labor as we appreciated their business and since they were a previous customer. So we ordered the 6 doors.

The base cabinet doors came in with a square vs. an arch because the factory made a mistake. [redacted] told [redacted] that we could re-order those or simply replace the other base doors (there are 7 total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top. She agreed as long as all of the doors on the bottom were matching then it was ok. So we did order those. All of the base doors match as of now. The customer then changed her mind and insisted on doing the arches on the base doors also. If we had known that she was going to change her mind we would have done it that way right from when we saw the factories' mistake rather than waste valuable time and money.

The next issue became that the factory got back ordered on the color. Apparently there was a communication breakdown on our end because we each thought the customer knew it would be a while before the raw material would be in to the factory, and we feel bad about that internal misunderstanding. They couldn't tell us when they would get that color, only that it was on order but it came from a different country so we had no control over it.

Long story short they have the material now, and are producing the 7 arched doors and they will be in by the 1st week in December. As soon as we have them we will be scheduling the service call and it will be done. That is the very best we can do at this time and we look forward to taking care of this and moving forward.

Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted],

I apologize I did not respond to your email as of 11/**/2014, complaint #[redacted], concerning the incorrect ( square ) cabinets doors delivered 2/**/2014, by U S Cabinet Refacing, Inc. In the future I will respond much quicker. The reason I didn't respond was because according to [redacted], in his response, as of 11/**/2014, he states " the 7 arched doors will be in by the 1st week of December and as soon as we have them we will be scheduling the service call". This is now the 2nd week and I have not heard anything, as of yet.

I would like to take this opportunity to respond to the comment [redacted] made about me agreeing, with [redacted] to " replace the other base doors (there are 7 total base doors) with matching squares as the trend today is to have square on the bottom and arch on the top". First of all, I'm not interested in what the trend of today is. Second, I don't like squares. Third, all I want is the original order, placed in Feb. 2014, to have all doors, with the arched design.

I feel I have waited an excessive amount of time for this issue to be resolved. I, too, would like to move forward.

Sincerely,

[redacted]

Business

Response:

This service was completed on fri 12/**. We replaced the doors that were in question and upheld the request by the customer to do so. Furthermore, in lieu of any refund we are giving the customer a new 10 year factory warranty on these new doors. We feel this is more than satisfactory and hope this concludes this situation. We once again appreciate the patience with this process as once again we do not have control over materials or colors that are back ordered. Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: y would first I made out a check for 1200 on 10/* and they cashed it on 10/*.per the law three days are allowed to rescind.they did not allow this and cashed it one day later.then I was told install would be Monday and Tuesday 10/** and 10/** 9 am.I made five calls till 11 am no one showed up nor returned my call.at 11;30 they said they would come Tuesday and I made a mistake about Monday WHEN MY HUSBAND LISTENED IN ON THE CALL AND HEARD MONDAY.I WANT MY 1200 BACK CAUSE THEY DID NOT ABIDE BY THE LAW OF 72 HOURS ALLOWANCE TO RESCIND AND NEVER SHOWED UP ON THE DAY I WAS TOLD.PLUS ON #10 OF THEIR CONTRACT IF THEY BREACH I AM ENTITLED TO MY MONEY BACK.YET THE Revdex.com HIGHLY RECOMENDS THEM.TAKE ANOTHER LOKK GUYSDesired Settlement: 1200 DEPOSIT FOR NO 72 HOURS ALLOWANCE AND BREACH OF NOT SHOWING UP WHEN TOLD

Business

Response:

In response to this "complaint" there are many variables to consider. I will address them in numerical form in order of appearance on the "complaint" form filed by the customer.

1. In regards to our depositing the down payment check before the "72 hours" unfortunately this customer does not understand the law. We deposited the check as is normal operating procedure based on the fact that the customer wanted to proceed with the work. If this customer had wanted to rescind the contract within the prescribed 72 hours we absolutely and positively would have returned the deposit accordingly, and it is BOLDLY WRITTEN on our contract of sale that the customer has this right to cancel. In fact, I went there to measure and blueprint the kitchen as normal, and in fact I was kind enough to give them a brand new sink which was not in the original contract because I wanted the job to be as perfect as it could be! When I walked out, [redacted] said thank you for the sink and I said I would be in touch when everything came in. Obviously they did not cancel the job within the 3 day recission period...

2. In regards to scheduling of the job, of course we felt bad that the customer misunderstood the start date. I am not saying I am perfect, but after doing this for over 20 years I have a rock solid system of scheduling and I 100%++ scheduled this job for Tuesday 10/**! In fact, I have an invoice from my countertop supplier showing that the last piece of Formica needed for the countertop was going to be in on Monday 10/**, and they would finish the counter that day so I therefore scheduled it for Tuesday. On that Monday 10/** I had an early appointment and was with a customer when I saw a couple of missed calls, but I try to give undivided attention to a customer when I am in their home so I figured I would call back after as always. When I saw a couple of more calls from the same source I asked the customer I was with if they would excuse me for a minute as there may be some urgent matter so I went outside at a few minutes after 11am and called back the [redacted]. I ap olog ized sincerely for the misunderstanding and said we would definitely be there the next morning as scheduled. [redacted] got extremely agitated and said "No you won't be here tomorrow!! You aren't stepping foot in this house! If anybody comes here it will be trespassing and we will call the police!!" I was obviously taken aback, I spoke calmly and asked if we could be reasonable for a minute but he hung up on me. I tried to call back but they didn't answer. I called my original sales rep [redacted] and he tried to get them but no answer. Eventually they called [redacted] back but they maintained their stance. I told [redacted] I would let them try to cool down and call them later. At 4:35 that afternoon I received a text message saying they don't trust us, etc, etc. So I tried one more time to see if we could still come the next morning, but it was to no avail.

3. In regards to getting their down payment back, this whole kitchen was custom made and cannot go anywhere else. Furthermore, the reality is that this customer actually owes us another $600.00 as it states very clearly in our contract of sale that they are responsible for 50% of the contract amount ($3600.00) if for any reason on their part that we are not able to proceed with the work. At this point, I have not pursued this avenue. Quite frankly I was hoping the dust would settle and they would realize what is really going on here, and that we did absolutely nothing wrong, and never for one second had any bad intentions!! We would be happy to complete our end of the deal and install the kitchen they had us custom make for them upon receipt of certified checks or cash for the last 2 payments as agreed upon in the contract of sale. If they want to pay the $600.00 only, we would be happy to deliver all the materials to them and they can do whatever they want with them. We hav e absolutely no use for these custom made materials.

In closing, I truly must say that I am baffled by this turn of events. I find it hard to believe that because of a one day misunderstanding we have come to this. I can't help but wonder, what if that morning my guys had an accident, or were truly sick, or any number of things that could happen to cause a small delay that was unforeseen, would they still do this? What if they had an unforeseeable situation and they had to delay us a day...would we still be in this situation? Unfortunately we all know that things do happen, and this certainly could have been a million times worse on many different levels but anyway, here we are.

As far as resolving the issue I have given 2 options above and see no other way to resolve this as we are not at fault here.

Thank you,

Seth Shaw, Pres.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:i do not accept response because the thermofoil material I found out was made of plastic.they never told us of ths plastic so breech of contract and nys law states check to be held for 72 hours before being cash.breech of nys law.I have email fro owner stating they made mistake with install date and never informed us.we were deceived not being told thermofoil was plastic

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[iYour Answer Here]

I will send a copy of said conversation when in structed where to send it.it is not mentioned in laymens terms that the lainate is indeed only plastic.also per conversation with nys atty genl in [redacted] business is supposed to hold onto check for 72 hours before cashed per nys written laws

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This is very unfortunate to once again be going over the same thing over and over again. The only way we will be giving a refund of the deposit is if it is ruled by a judge. Otherwise I'm not sure what else to say regarding this matter, I have said everything I can. I would be more than happy to appear in small claims court so that this matter can be resolved by the proper authorities.

Review: I have chips in the marble counter and a missing " tilt-out tray " for the sink. I was told it would be taken care of after Christmas. When the installer came to reinstall other miss measured doors, he realized the tilt out tray was also the wrong size. He told me it would be 2 weeks or so - that was 12/**/14. I spoke to [redacted] and told him I noticed chips in the marble counter top and asked him if there was something I could buy to fill it in, and he told me he would send someone out after Christmas to repair it since it needed to be professionally done. Still waiting. Had a feeling at that moment that if I gave the final payment, no one would come to make the repairs. I did, even though the contract stated final payment was due upon completion, and in my opinion, the job is not complete. I gave them a chance to prove themselves, but it's now over 6 weeks.Desired Settlement: I'd like the job to be complete. For $10,000 I don't think I should live with chipped marble and a missing drawer. They can mail me the correct tray and I'd install it myself. They can send someone to mend the marble or refund me the amount for me to have it done on my own.

Business

Response:

[redacted],We apologize for the delay but I did inform my granite guy about the chip in the granite and he does have you on the service list. You had told me that it could be done when they are in the area and it wasn't an emergency but you'd just like to get it done. As far as the tilt tray I did not even know about it, and being that your job was finished right before Xmas my installer unfortunately forgot since it was so hectic at that time! I'm kind of surprised that you wouldn't give me a courtesy call to check in on the tilt tray and granite guy but instead felt the need to make a formal complaint but it is what it is...we will be taking care of these items as we always do and have done for the last 18 years... They will contact you to schedule these things over the next week or so. Thanks...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

They called to say that my tilt tray is in stock and will be installed next week. As far as the remark about me saying it's no emergency to fix the granite, I asked if there was something I could buy to fix it myself since I just wanted to be done with the job at that point - other things went wrong during the work and I just wanted it over. [redacted] told me not to fix it myself, it had to be done professionally - only problem, since it was the week before Christmas, I'd have to wait till after the holiday. [redacted]'s tone about me contacting Revdex.com is uncalled for. There were serveral mistakes throughout the job - wrong size doors, mismeasuring of my sink and pipes, and then this. I don't think I need to call and remind him to do what's right. The fact that his excuse is that they were hectic because of the holiday is so wrong. I paid my money and then forgotten about.