Kitchen refacing product quality issues and customer service by owner
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- Approximate cost of services:
- $9,000.00
- Company Response
CRS Granite completed its contractual obligations in July of 2012 for $6,555.88, not $9000 as claimed by this person.
On Oct 28, 2015, the client submitted a warranty claim, along with pictures which was reviewed by our door manufacture, who later determined that the issue was caused by excessive amounts of steam, where moisture has been left sitting on the surface of the door for long durations of time. The clients claim was declined and an estimate of $800 + HST to replace the damaged items was presented on Nov 15, 2015.
At the same time, CRS recommended that the client check the stove hood exhaust system to make sure it had sufficient air movement to redirect steam away from the cabinets. If stove hood is not pulling the steam or venting properly, then the unit should checked to see the unit needs cleaning or if the vent pipe outside your home is clogged. If after cleaning, the steam is still not being redirected away from the cabinets, we suggested the hood should be replaced with a stronger unit that has a higher CFM rating.
On Nov 16, 2015, the client agreed with CRS’s assessment, components to be replaced and amount, which was payable in advance, coordinated by our Office Manager. After numerous attempts to finalize the sale and collect payment, CRS closed its service file on Nov 30, 2015 given that the client ignored all efforts.
On Feb 5, 2016, the client contacted CRS looking to move forward with the project, which was forwarded on to Doug Jones (President of CRS) who responded, starting that CRS could not hold the original price because supplier prices increased by 30% (US vs Canadian Dollar), combined with another 25% on CRS’s side due to increases in the cost of operations. The revised estimate was $1240 + HST.
Shortly after the e-mail was sent, the client called CRS’s Office Manager demanding CRS hold the original price, claiming that our products were inferior and that her previous doors from the builder were better, and that it was unreasonable to expect her to pay for replacements. The call ended abruptly with the client hanging up after 10 minutes of complaining over the phone.
Later that day, the client sent the following e-mail “well I really have no choice do I? a 55% hike is very steep and I would appreciate some flexibility. I understand that I am out of warranty but altogether I am getting to a price for which I could have built a new kitchen and not just refacing.... is there anything you can do?”
CRS responded: “Had you purchased last year we would not be having this conversation. We cannot change the cost of doing business, unless our Canadian Governments starts to support the manufacturing sector. I have no desire to participate in any transaction that produces no profit. The price is the price.”
Client’s response: “ok. I will go with this as I have no options. I am not a happy as there was no mentioning of any price hikes especially not this significant. I had to delay due to my father passing totally unexpected. but of course business is business. when will the new doors and installed and all the other warped edginf g be fixed? I want to make sure there are no more surprises.”
CRS responded: “Sorry to hear about your loss. We do not send out price increase announcements because we price by the job. Quotes are valid for 30 days which is an industry standard. We have no control over costs and I refuse to work for free, or for anyone who does not appreciate our efforts. Based on recent interaction and comments feel that we are not a good fit, therefore, we’ll pass. “
On Feb 26, 2016, the client responded “ just wanted to ask if the below comment from you is your final decision related to the quality issue related exchange of the doors and the price hike communicated to me after receiving your quote for the job. also would like to mention that I was not given a detailed quote itemizing the cost of manufacturing and installation, validity if the quote and payment terms.”
CRS responded: “Respectfully, I have no desire to subject our valued employees to any Customer who is not happy with our efforts, prices, products, services, or who is unwilling to accept our policies and procedures. Your recent interactions and comments, leaves me with impression that we are not a good fit, therefore, it only makes sense for us to pass on the work.
We have no control how a customer uses or how they care for the products we install. The cause of the damage was explained and you were advised that it was not covered under warranty. If it was covered under warranty, we would have exchanged the components, at our expense, as any other reputable company would do.
We price by the job which was outlined on Nov 16, 2015, based on the attached pictures you sent us. Our payment terms were also outlined on Nov 17, 2015. You were given an estimate to repair, not a quote. Our repair estimates are converted into a quote at time of acceptance and are valid for 30 days. Repair quotes are converted into an order confirmation once we have payment details. After the service is complete, and our service work-order has been signed off, the order confirmation is converted into invoice following standard accounting procedures.”
CRS has been in business for 11 years, with thousands of happy customers throughout Southern, Ontario and is an accredited member of BBB. We are extremely proud of the products and services we deliver, and make every effort to be understanding, fair and reasonable, however, there are some situations where going separate ways is the best approach for all involved, despite this negative review.
