Complaints

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company Jericho Home Improvement company sent a salesman, ****, to my home to discuss my kitchen. The first time he came by we did not sign any contract because of the high cost for kitchen cabinets. We thought about it and asked how much it would cost for an apron sink and countertop and after we signed the contract **** stated that he would let us know when we could go to the warehouse and look at the granite countertop. When I go there all the granite offered was NOT what I had in mind. The only thing that would work was quartz because it didn't have the glossy finish. Then he provided a small, book by ****** for my sink. I had in mind when I talked to him an apron sink made of ceramic or cast-iron. The problem I have with the company is WHY can't the customer go to the warehouse and see the selection before getting the loan?? . People like me who have NEVER had to re-do a kitchen upgrade can find the process daunting. This is not a business that I want to continue with and it absolutely ridiculous since after signing the contract and being able to schedule the date to look at the product put me in what they call " Too late to cancel" because its past their 3-day rule! If they would have made it the next day or BEFORE signing the contract this would have never happened. The office manager **** now wants 25% of the 16, 780.00. I don't know why they can't refund it because we never went to the next step, which would have been to send their contactor out to do the final measurements. No work was done! NONE. they didn't cut any of the slabs.

  

  Business response

  03/07/2023

  We have a signed agreement, which is designed to protect our customers and ourselves.  We visited customer 2/16/2023 and left her with an estimate.  The client then contacted us again after deciding to move forward with the project (signed agreement attached) 2/23/2023.  The following Monday we did selections with the customer on 2/27/2023 at one of the largest granite distributors in Kansas City.  At this time, we looked at numerous stones & various polishing techniques including matte finish.  After considering all available options the customer insisted on a specific quartz.  This stone was chosen due to preference.  After the selection was made 2/27/2023 she signed a change order for her stone (signed agreement attached)  At this point we placed the stone on hold and are subject to charge.  The date of the selections was within her rescission period.  She had throughout the following day to cancel per our contract.  Customer contacted us via email Saturday 3/4/2023 @ 1:15p.m.  Our design Manager reached out to her Monday morning to discuss what was going on.  We spoke about the stipulations of the agreement and proceeded to try and find a solution for her.  She hung up on our Manager without having any conversation about a solution. 

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See uploaded Documentation

  We believe that Jericho has misled us in several areas of this project, (cost, customer service, communication and standard industry expectations). We would like to have a complete refund of our deposit and the kitchen project canceled as we are concerned about their business scheme, negligence, incompetence, and/or fraud.

  

  Business response

  03/15/2022

  I am seeing that this is the second notice and this is the first email notice we have received on 3/13/22. 

   

  customer is trying to cancel their order 3 months after signing a contract. Cabinets were ordered in november after they signed off on their CAD drawings. Of course they have the right to cancel, however their is a fee associated with the cancellation. customer wants full deposit back when we have purchased their products for the job and have numerous employee hours into the job. 

  can someone please reach out to me via phone to help me through this process. ************

  Customer response

  03/18/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  Jericho is not a One Stop Shop as indicated. The kitchen remodel is not as easy as 1,2,3 as they advertise. This order was attempted to be cancelled in early December before any production of the cabinets, when there were numerous red flags about their lack of customer service, communication and overall cost of the product. We tried several times to contact them but they slow played our concerns to prolong the project and get the cabinets in production so they can charge a fee for cancellation. Their company has less than 10 hours in the meetings/ drawing with us. There has been no work started or completed and we are 2 months past their proposed date. We requested an itemized and detailed dollar breakdown from Jericho on multiple occasions. A partial project itemization was finally delivered after the request from the Attorney Generals office of Jericho. That is when we found out that the product cost approximately 42% of the total project. Jericho is charging approximately 58% for installation of semi custom cabinets, granite counter tops and tile backsplash. This cost hugely exceeds the industry standard and Jericho is not willing to be transparent nor disclose this information up front. This is the reason for the request of order cancellation and request of full deposit returned. 
  
  Regards,
  
  ******* *********

  

  Business response

  04/01/2022

  Mr. *********, 
  
  A call was made on 9/28/21 into to our office to set an appointment. We came out to your property on 10/11/21. On that day you signed a contract for a kitchen remodel with our designer. Four days later ,10/15/21, you met the designer to select products for your kitchen. Two weeks later your project manager, kitchen designer, and the original representative came out to your house to take additional measurements and start the drawing on your kitchen. The cabinet order was submitted by 11/15/21 to the cabinet manufacture.
  
  
  You sent a letter to cancel your project on 1/27/22. In that letter you mentioned you left a message via voicemail 1/25/22 and 1/26/22 to cancel the project. Also, in the letter you demanded that we return your entire deposit. 
  
  
  We have over 10,000 customers that are extremely satisfied with us remodeling their kitchen and bathroom. We try our best to do what we can to give our customers a great experience. Hearing from our customers that our communication isn’t satisfactory, is not something that we like to hear. 
  
  
  When referring to the product cost being 42% of the total project, that is not true. The document being referenced is the purchase order for the cabinets only. This does not include any other item in the entire agreement such as tile, backer board, supply lines, granite slabs, grout, electrical items, etc. 
  
  There is a substantial amount of work that goes into the job prior to install. There are pre job walk responsibilities that we start to work on internally. Starting from the job being turned in from the designer. The job is turned into our procurement team. Procurement begins reviewing the agreement, looking over pictures/measurements, and asking questions about the job.
  
  Head of production is next in line to review project when procurement has finished initial inspection. Its then assigned to best fit project manager for that specific scope.
  
   Then the designer meets with procurement managers to review the entire scope of work. They are going over each line item to get an initial grasp on the project and to ask questions. 
  
  At this point our scheduling department reaches back out to client to set a time with project manager, kitchen designer, and the original representative to meet for kitchen drawing. 
  
  
  The reason we have not refunded the deposit is due to the explanation above, which in total equates to over $40,000 invested into the project.  

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