May 2014 deposit & contract for Kitchen install, timing July 19. Revised to Aug 13 due to manufacturing delays of cabinets. On Aug 13, Classic Kitchen arrived to install. Here are some open issues we experienced and are still open as of this date 1) missing door hardware which we were told needed to be ordered (not told back ordered) 2) cabinets were crooked 3) hardware of drawer defective 3) Fridge was binding to panel due to a spacer that was not installed well 4) the ceiling and walls were damaged. 5) saw dust from cutting and drilling were not cleaned from floor. Many left inside drawers. 5) pencil marks on walls were not cleaned 6) drawer front of wall oven and microwave not secured 7) top of cabinet not secured 8) kick plate not install to spec needed to be removed to allow counter top water fall installation. 8) drawer binds. 9) one cabinet that swings up needed to be adjusted (someone had drawer fall on their head. 10) One of the cabinets arrived were damaged and had to be reordered. 11) spice rack and rack dividers were not installed. 12) shelves were not installed.
Both my wife and I have called repeatedly to address these issues. We both believe that we did not have our calls returned on a timely basis nor were our concerns adequately addressed. Spoke to the owner of the company, who had advised me that there are standard processes in place to address deficiencies and his involvement creates more issues than it resolves. Unusual comment from the owner. Received a call on Sept 19/14 for service claiming a missing part will not be received until next week. I advised we have been without a kitchen since July and there are enough issues outstanding that a install / service call should be made prior to receiving the missing parts. Was told I will be contacted later. Received a call back, Oct 3/14 is the best date for a service completion.
Please consider the timing of the project from the original install date to the proposed correction of all issues. July to Oct. We are a repeat customer. We are not happy with this experience. Classic kitchens, through their own admissions, "dropped the ball". We have been offered only apologies but little else. Would not use ever again. The kitchen is still not complete as of this review.
- Approximate cost of services:
- $25,000.00
- Company Response
I'm not quite sure how to respond on this review as this is a repeat customer which we value highly. The manufacturer did let us down on the delivery due to a major machinery malfunction breakdown which was out of their control. However everything here is being exaggerated immensely. We were hoping for shipping from the manufacturer, if all went well by July 18 which would give us, in my opinion, a install start date of July 28. This was postponed, due to us only receiving product around August 11 & therefore installation only starting on August 13. I have apologized several times to this customer for the delays. As for the list of deficiencies, most of this, is a list which was brought to our attention by the customer while the installation was in progress. The inspection certificate sign off, with the customer only happened on Sept. 4 and it only has 3 concerns alongside listing some wall & ceiling damage,(which by the way we have offered to correct even though our installer claims he did not cause the damage), and a remark stating the job site was left with saw dust which had not been vacuumed. The kitchen, in our opinion, has been totally usable since Sept.4 inspection. We received confirmation on September 19 from the manufacturer that the set of drawer tracks which must be replaced as part of the inspection deficiencies, will only arrive on Sept.29 and the customer was called & asked on Friday, Sept. 19, if we could come in on Oct.1 for the service deficiencies to be done & completed. He stated this was totally unacceptable customer service and no, he could not make the home available on Oct. 1.Then came back with the Oct.3 date which was fine also with us.
After having said all this, this is a repeat customer, which I value highly and I still feel the customer was let down and for that I do apologize to him, however when things happen out of our control, all we can do is try our best in the situation at the time. Hopefully over time, Alex will come to see, we gave him a great kitchen with good value for him to enjoy for years to come.