CABINETLAND OF SPRINGFIELD

"I am the owner of Cabinetland of Springfield. One of my sales staff notified me today that a representative from your firm contacted Cabinetland yesterday to find out if we (I) had received paperwork that indentified a complaint from one of our clients. I had not checked yesterday’s mail as of the is morning at 8:30 a.m. since every Thursday I am on the road taking care of job sites, all day. After being informed of the phone call I checked to see if such a document existed and low and behold it had arrived yesterday. I immediately began a search and inquisition as to which salesperson may have been involved in this project. I found that John Oldakowski, my employee, had worked with SERVICE MASTER OF ILLINOIS and had ordered cabinetry for the member. So I questioned John as to what he knew about the project and why things have gotten to the point that they had. Basically John told me he had never spoken with the members but had only worked with a Dave from SERVICEMASTER. That Dave had been the go between him and John. John indicated that when Dave called back to tell John the cabinetry did not match the existing cabinets, John proceeded to remind Dave that indeed, all these cabinets WERE CUSTOM ORDERED and that there is NO return policy on any product we sell. Schrock cabinetry has had this policy implemented for at least 5 years now and if we had been able to speak with her directly we ourselves would have reminded her of this. In fact, I was informed by John that they HAD been shown a color sample of the product. And that they had approved the order. This happened after they had NOT approved the quality of the first product that was offered to them which was a cabinet made by a company called Kitchen Kompact. Since the color of Kitchen Kompacts product was the same as Schrock Cabinet Co., they gave verbal approval to order. I have been trying to contact Dave from SERVICEMASTER to find out why no one had contacted me since most complaints end up on my desk, as they should. And I must say there have been very few since 1988 when I opened the business. We DO sell unfinished cabinetry that their family could have finished themselves but we would have reminded them that our Limited Lifetime Warranty might be compromised as far as the finish is concerned should they order such a product. I read in your paperwork where the member told you that she had called here and that no one called her back. I wonder if she left a phone message on our message center machine rather than speak to an individual because no one here has ever spoken to her. I also read that she thinks that these cabinets are NOT special order BUT as I mentioned before, they ARE ALL custom built to order. The bottom line is I believe we have some folks who are certainly not happy with the product they paid for and are trying to get a replacement for that. I would like to try and find a way to make this happen for them. I cannot take the cabinets back. That we have made clear. I CAN order unfinished replacements for them. BUT, with a charge for them. I would be more than happy to sell the replacement product at MY COST, AND deliver them for NO CHARGE! BUT, I would make certain that they signed a contract that approved the purchase so we all are guaranteed of what they expect to be ordering. I will make a copy of this email and attach it to your research paperwork I have at my desk. Please, at ANY time, contact me either by email, phone, or mail. I am still trying to get more details from every party involved in the event I have been mis-informed in any way. I have also been trying to contact this family but it appears as though they have an unlisted phone number. It is unfortunate and extremely hard to resolve issues such as this when the client doesn’t make a reasonable attempt to speak with management first, before contacting a firm such as yours. Thank you for your prompt attention to this matter. Rod Milligan Cabinetland of Springfield"