CABINETRY IDEAS

"The hardest work we can be asked to do is the updating of an existing kitchen. While we do our best to manage customer's expectations, since no two people think alike, it is sometimes difficult to do as good as job of communications as we would like. Because of the detail in the comments, I feel the need to respond. 1) The tile is the perfect color to go with the granite, but it is a hand made artisan tile. That means there is a variation in thickness. The tile setter is a professional of many years and explained to me at the time that there was no way to set in like machine made tile. It isn't a mistake or quality issue. 2) Regarding the refrigerator, the customer worked with the appliance company & originally had 4 different units priced. Some of them would not fit her existing opening. We were not involved in the shopping or selection other that assuring that it would go into the space available, as there was no way to enlarge the space aside from a completely new kitchen. What she received is the unit that was on the order that she signed off on with the supplier. We couldn't help on this point. 3) Similarly, with the oven, her installation is on the diagonal with barely enough room to get the 30" units installed. 4) Regarding the drywall, when you take out a bulkhead over an island and "patch" in new drywall in the smooth finish it can be inconspicuous, but is almost impossible to look like a whole new ceiling. 5) Lastly, I have no idea what came "off" of the new cabinetry - that is high quality - but we would have been glad to do the service had we been given the opportunity. We are certainly sorry to hear that Linda is still dealing with these feelings. She does have a beautiful kitchen, that we sincerely hope she can enjoy. It is very rare that we cannot satisfy a customer. Our positive reports are reflective of our typical performance in all aspects."

"September 16, 2009. In the fall of 2003 Cabinetry Ideas did a remodeling project for the members. All of the cabinets were removed and re-installed with some modifications to the room. The tile floor was a major part of the project. The subcontractor we used has been in the tile business for more than twenty years and is the best we have found. The 20” tiles are installed over Durock (cement board) that is screwed to the sub-floor and set in “thinset” using, what the installer remembers to be, a 3/8” trowel. We do not have any office records regarding the member's calls on the issues with the grout and cracks. To the best of our installation manager’s recollection, the first call came to him in late 2007. We do know that the subcontractor resided and worked in Florida in 2004-2006 following the hurricanes there. The member contacted Ray (our installation manager) on Ray’s cell phone, who then attempted to contact our tile sub-contractor. Ray acknowledges that the member did have to call him a second time before Ray succeeded in reaching Dale. Ray remembers calling the member back after that to tell him he had reached the installer who would be contacting him. This is a warranty issue with the tile installer who tells us that he made a call to the member and had to leave a message. He contends that he never received a return call to schedule an appointment. He then forgot about it and didn’t follow-up again. This is a breakdown of communications. Our guilt is in a lack of follow up. The member is correct that we have not seen the problem. Our policy regarding any complaints on subcontractor work that we cannot address with our own staff is to withhold any payments to the subcontractor on whatever project we are working on until they resolve the complaint. We have called the member to see what his current status is and are waiting for a return call. In the future our installation manager will be responsible for setting any follow-up appointments with a subcontractor and attending the meeting. He is also charged with informing the owner of Cabinetry Ideas regarding any complaints that he cannot immediately address."