Signature Kitchens & Baths

"Ms. [Member name] purchased a downdraft range to replace an old unit, a stainless steel dishwasher, and a small refrigerator with ice maker. Two weeks before delivery, Ms. [Member name] was told by Signature the new range would not fit the same opening as the old range and the duct does not come up in the same location either. Both of these issues would have to be corrected before the range can be installed. She asked if the appliance installer was capable of preforming this work and I said yes but it is not part of our standard install which is stated on all our quotes and invoices. Once the old units are removed the installer can see what has to be changed for her application. Only then can the alterations be quoted. Ms. [Member name] wrote a check for the appliances with standard install. The installers were running 30 minutes late on the day of install due to traffic delays from a tornado that hit the area the night before. She was given a call ahead to notify her of the installer’s arrival time. Once all appliances were removed the Installers diagnosed her install issues. The dishwasher plumbing supply was inadequate and not safe to connect to. The refrigerator opening had no water supply at all to connect the new refrigerator ice maker to. The range opening (as noted above) needed to be altered at the counter and cabinet fronts. The duct was in the wrong place as well. Ms. [Member name] was informed of all issues as they were recognized. For the dishwasher, the installer removed the unusable plumbing and added the correct water supply fitting at no charge. The installer ran a water supply line for the refrigerator also at no charge. Before the installer started on the opening for the range, he noticed in order to remove the duct to the correct location a floor joist would have to be cut out. This meant after the duct was moved, the installer would have to rebuild the support under the floor where the joist was removed. This scope of work could not be seen until the old range was removed. They were not prepared to rebuild a floor. Ms. [Member name] was told this portion could not be finished in one day. All other appliances could be installed as well as the alternations to the range opening. She was told that portion could not be completed until the next morning Saturday, September 26th. Ms. [Member name] said that would not work with her schedule. Signatures next available appointment for install was Friday October 2nd , in the Edisto area. Ms. [Member name] stated “she didn’t care if they had to work until midnight that Signature will have to stay and complete the job. They will stay and finish that day.” I told her that is not possible due to the scope of work. She said Signature better pay their installers overtime to get it all done today even if it takes until midnight. She said she paid extra for the install (SHE DID NOT) and I had better make it happen. Once I realized how unreasonable she was being that the install could not be completed in her now “demanded” time frame, and that she was not going to pay for any of the alterations; I told her we could not help her any longer. I told her I will have the installers put back all the original appliances and write her a check for a full refund. The installers reinstalled all of her original appliances to full working order. She was not charged for any fixes they performed. We obviously took a great loss on this sale and don’t know of anything else we could have done to satisfy such an unreasonable customer."

"To Whom It May Concern in response to the 9/19/13 review from [member name removed]. First of all, I have never met [member name removed] in person, I have only spoken to her on the phone. Her brother and my client, [member name removed] contracted Signature Appliance to replace an existing cook top and downdraft. To ensure that the job could be done I went to his house and met with him. At that time, we discussed the fact that his existing duct run did not have a damper in it. The missing damper is allowing hot and cold air to mix, creating moisture under the cabinet. I told him we would have to run an exposed duct under the side of the house to install one. The new duct would be visible under this stilted beach house. [member name removed] decided that he did not want to see the exposed duct and elected to leave it the way it was. My contract clearly reads “connection to existing duct.” We did receive a call and returned to the job to check on our work on 10/12/12. At that time my installer rechecked his work and elected to re-seal the cabinet at the duct penetration just to make sure. The installer also informed [member name removed] at this time that there was no back draft damper and it was not in our contract. I was called back by [member name removed] on 09/05/2013 to come look at this issue again. I showed him what needed to be done and told him that I would install the needed damper and duct for a fee of $175.00 to be paid to the installer upon completion. The job was completed on 09/05/2013 and the installer, Steve Barnett was never paid for the labor and material. Steve Barnett was the original installer on this job. [member name removed] has never been in contract with our company, nor was she the attorney in fact when I contracted with her brother for the performed work. In closing, Signature Appliance and I have performed to the letter every aspect of our contracts with [member name removed] and [member name removed]. As of today [member name removed] is still delinquent in his payment for the labor and material."