CAMBRIDGE KITCHENS & COUNTERTOPS

"This customer doesn't seem to mention the fact that he lives in Virginia, and was pricing this kitchen remodel for this rental property for over one year. (October, 2015 was when we first went out to measure this job). When he realized our price included everything, compared to the other contractor's estimates he was receiving, he decided to go with us in April, 2016. When I followed up to see when he would like to start the project, he was looking for a start date, but refused to give us a deposit and sign the necessary contracts. He was either away on business or due to family health issues, all kept being put off, and he was still questioning our estimate. We received the signed contracts in September, and the first payment on a credit card in October, (which was flagged as a fraud). Finally, the deposit was processed. Customer was told the job would take 4 to 6 weeks, being a total gut, and needing rough-in inspections. Trying to get into the apartment to begin work was the next problem. The landlord of the property was never available. It took us a week to finally receive the keys to the apartment. Work began October 10th, and by October 13th, cabinets and soffit had been removed, the flooring, (tile & grout), was installed, and the electrician had been there as well as the plumber. Permits were picked by us, (usually the owner picks them up) We scheduled rough-in inspections with the town's municipality. Customer seems to leave out this part on why his job was delayed. 1) The rough plumbing inspection was scheduled for Wednesday, Oct. 26, between 2 - 5pm. (13 days). 2) Rough electrical inspection is on Tuesday, Nov. 1, between 3:30 - 6:30pm. Need to mention that we waited for the inspectors to show up, (When it is up to the owner to be there), at no additional charge. (18 days) 3) This municipality will not schedule the building inspection until the plumbing and electrical inspections pass. Building inspector showed up on November 22nd, 5pm. (30 days) Once again, we were there to meet with him. We cannot do any other work until these inspections are completed. Now we enter into the Thanksgiving holiday weekend, beginning November 24th. Instead of scheduling the floor sander and painter to come in during all this down time, the owner waited till all inspections were completed, which delayed our carpenters by another two weeks. Our carpenters had to clean up after the the floor sander and painter, which were not affiliated with our company. It took 4 days for the owner to decide and finalize the handles/knobs he wanted for his cabinetry. Countertop was templated on Dec. 7th, and installed one week later, Dec.14th. Owner then wanted us to be there for all the final inspections. When I mentioned to him we would have to charge him to have one of our staff sitting and waiting for the inspectors to show up, immediately, the owner's brother became available. In regards to the dishwasher being loose, we were given the wrong model # instructions by the owner. We did go back to make sure the dishwasher was secured. When Whirlpool showed up, we verified with them that all was secure. At Cambridge Kitchens, we pride our work, and our goal is to satisfy our customers. There are factors which we have no control over, (such as inspections), Each municipality operates differently. Customers are made aware of this fact. This customer was never told that this job would take two weeks and was totally aware of the town's inspection scheduling, having dealt with them on previous jobs."

"Same customer as above....see response."

"We would never refuse a customer to come to our showrooms, As a matter of fact, we encourage them, so that they may choose a door style and we can price the cabinetry using that door style. What would be the purpose of being rude and turning away a job. We've taken jobs from customers who needed a drawer glide repaired or a hinge replaced. No job is too small for Cambridge Kitchens. The first time we speak to a customer is to schedule an appointment. This customer claims that he finally managed to get an appointment after several calls. That is definitely not true."

"Customer was emailed a kitchen design within a week of our free visit, which includes color pictures, description of each cabinet, and the price of the cabinetry. We discussed the door style she had chosen, maple, natural stain, with the rope inlay. I waited for her to look over the design for changes, and if she was satisfied, we would move on to price the countertop and kitchen installation. When I did not hear back from this customer, I sent a follow-up email several days later. She never responded. I called, leaving messages, and she never returned any calls."