f my review could deter one individual from using this company then I would consider it a success. Emilio has been a nightmare to deal with from the beginning. He does not return phone calls in a timely manner and is a difficult person to deal with. We had a newly installed (2 months old) kitchen cabinet door chip paint and Emilio would not cover the damage through warranty claiming it was water damage. I do not agree with him (we have not had any water problems in our kitchen) but if what he is saying is true then the "big box" - and much less expensive - kitchen in our last home was better quality than this. I am disappointed that we spent so much money with this company and he would not stand by his warranty for a small door. In addition to the previous information, Emilio offered to replace the door in exchange for more positive reviews but I would now prefer to warn other potential customers about this company. Please avoid the headache and use a different cabinet company.
- Company Response
Dear Josh and Samantha, I have explained many times that water damage is not covered by warranty. You do not have to have water problems in order for damage to woodwork to occur. When water is allowed to run down the face of the sink cabinet without being wiped, it will collect in the gap between the frame rail and center panel. Ultimately it will penetrate into that gap and cause the wood to swell and crack the paint. Your door had this happen which was apparent by the swelling of both the center panel and the frame rail. This is very similar to spills on hardwood flooring and coffee tables used without coasters. Both will exhibit damage and wear if not wiped of the liquid relatively promptly. Neither of those products will be covered under warranty even though they cost thousands and thousands as well.
To compound the problem, you immediately took an assertive stance that this is not your problem and that we have to take responsibility for the water damage, and very quickly followed up with a negative review in what we can only surmise is an attempt of slander in order to get free parts and labour. Unfortunately (for you) we appreciate having some mixed reviews as it sheds light on the realty of the trials and tribulations of running a customer service business. Anyone in a customer service industry will be able to relate to this and we all know you cant keep everyone happy all the time.
That being said, and highly coincidentally, another client had just emailed a couple weeks back that she damaged her dishwasher panel door, and apologized for the inconvenience of making a new one and offered to pay. We expressed that we understand it happens, and there is no need to apologize or pay. The key difference being that she took ownership of the issue and did not try to force us into doing free work. We look forward to her positive review for going above and beyond as we have been for the past 30 years.
I suppose its also worth noting that you made another false claim in stating publicly that you paid thousands and thousands for the kitchen, from which the door in question is from. When in fact the kitchen was purchased by the seller of the home you bought, for whom we've been supplying kitchens for the past 20 years and has left us numerous positive reviews and sent dozens of referrals.
In conclusion, we still stand by our offer to provide you with a replacement door at no charge, if you would be kind enough to acknowledge our effort publicly with a positive review, as we do in fact pride ourselves and are known for great customer service.