Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Details- contract signed 10/30/23(paid half)- install date 2/4/24installation quality completely unacceptable ( lots of pictures) not to mention the damages the made to the walls. seams and laminate don't match, chips in laminate , unfinished ends, gaps, and lots of other issues with fit.-manager to come in person 3/7@11am - he wasn't able to make it- 3/16 install manager was scheduled to come out and complete/ fix everything - NO Manager 2 employees who had no idea what there were getting into(zero progress)- multiple times trying to schedule with designer ( she cam out an additional time I believe 4/12)-scheduled again with for an install manager 5/24 - he showed up on time. As I mentioned to them many times I don't have time to take off of work or just not pick my kids up from school. So all these apts are very very inconvenient! -received a collection call and letter 5/15/24- ******** called again want to schedule for all the repairs 7/15/24. while I'm at work, I explained AGAIN I am very busy. then she ask for an additional payment.- I have all Voice mails, Text messages, and emails saved.

  Business response

  08/08/2024

  Client was unhappy with some of the detail work and we have offered numerous times to coordinate dates and make ourselves available to be met with either no response or cancellations. She mentioned a visit where the technicians were unaware of what they were doing and that was due to the changing of the contracted design after the fact without having full conversations and understanding of what she would actually like and what we can do to resolve. Her designer and our installation manager have made themselves available as well, to work together to fix was what contracted and even add and fix things at no cost, that were not contracted but that she did not like. We have been in business for over 35 years and would never walk away from a client, however, she is also refusing to pay and refusing to meet with us, dragging this out for months. On our end, we have held off on sending her to collections even with the contract clearly stating balance is due even if punch work is done. All we want to do is complete the project or remove the systems, which would forfeit her deposit, but allow us to move beyond this. We have offered a number of solutions and can only do so much when the client refuses to meet or allow us in their home. 

  Customer response

  08/20/2024

   
  Complaint: 21995392
  
  I am rejecting this response because:

  For 35 years of experience, this is far exceeding a punch list of items. They have been 3 dates since install one of which was a no show(3/8/24),one time 2 employees were sent and were not equipped for the magnitude of repairs(3/16/24),finally the latest a manager came evaluated and came up with a plan (5/24/24)At this point more than half of the closet needs to be taken out , then reinstalled with undamaged or corrected parts. With each apt , everything has had to be removed from the area and moved back. I was also told a separate company would be hired for the damages to the drywall/paint. Yet to hear how long to expect that to take. As we approach a year since deposit was paid. To suggest I haven't made myself available is ********, So far I have set aside 4 days for your company to complete 1 closet that was a 1/2 install project. It is Not my fault wall measurements, product wasn't double checked before it was loaded ect. the laminate isn't even the same color with large gaps, missing fillers, and multiple other issues.

  
  
  Sincerely,
  
  ***********************************

  Business response

  08/20/2024

  Hello,

  I have attached a document with detailed notes from our internal CRM, dated and timed, with many of the attempts we have reached out. I have also included photos of her project and the contract portion that states walls and floors may be out of plumb, requiring additional trim work. A the time of sale, the client elected to not pay for the bottom cap (the portion under the upper cabinets) due to cost, which has gapping. This is our standard and preferred method, as the photos she shows is the exact reason why we always suggest it, because walls are never square. The install team at no point said this needed to come out and be redone, because there is nothing wrong with it, besides needing punch out work, which we, as you can see, have tried to set up.

  We were even willing to comp these items she has been displeased with and any wall damage would be corrected. The system is not multiple colors, her lighting in her closet causes the different materials used to absorb the light differently and reflect back differently. For example, the edgebanding is made of a plastic polymer and when this is positioned next to a thermally fused laminate, with a different surface and texture, it will look different, but it is industry standard.The drawer faces are made out of thermafoil, again a different material, but commercial match. We install thousands of these spaces a year without issue and the energy our team has put in to trying to please us and to be met with constant unavailability or rejection of solution makes me think that we will never please **********************. We can only control the client environment so much and when we do face challenging situations, we always work to correct to the best ability that the space allows, with a fair resolution. Redoing the system, when nothing is wrong with it, is not a fair resolution, when the items she has requested, were offered at a cost at the beginning of the process or are items that could be corrected, should she allow us to actually complete the punch out work. 

  While we are open to a fair resolution, we do also have to protect our business interests and feel we are being taken advantage of by the client, who perhaps has buyers remorse for making decisions based on cost that resulted in an end result she is unhappy with. We look forward to a proposed resolution to try and resolve this matter in a timely manner so we may all move beyond this. 

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