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Complaint Details
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Initial Complaint
11/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Woodcraft installed my cabinets, then confirmed they completed all quality control measures so I proceeded to schedule the remaining trades. Roughly a month later I noticed the one wall of cabinets were not installed according to the plans, the one cabinet could not support our wall ovens and a few other things. I contacted Woodcraft and they sent out *****. ***** said he would order the correct cabinets for the wall but he would have to get back to me about scheduling and find out how management wanted to handle the appliances that needed to removed and reinstalled to accommodate the new cabinet installation. I explained to ***** the appliance remove and reinstall was not my problem because this is their mistake and they would need to take care of everything including the undercabinet lighting and any tile repairs. ***** left saying he would get back to me but I waited 6 months and contacted Woodcraft by email and ***** replied with several lies saying, he was waiting to hear back from me to schedule, he did not agree to new cabinets but only doors and he wanted me to find someone to remove and install the appliances and he would run it by ***** to see if he will split the costs. I replied saying this was not my fault and I should not be responsible for any costs and proved how ***** was lying and this was all on him. I asked to escalate to upper management and **** replied. But **** has no email signature or title so I have no idea what **** does or if **** has any authority. It has been 2 months since **** emailed me saying to call. I explained several times by email that I was out of the country and the verbal meeting with ***** failed so I am requiring everything be in writing. **** is refusing to email saying: "How about meet in person once you are back. I would like to see that this taken care of. Sorry i am not very good at emails ..old school ..it would be hard to discuss." Meetings didn't work and now they are being shady not putting anything in writing.
Business response
20/07/2022
Woodcraft Response:
In regards to Mr. ******* complaint, we were contact with him to facilitate the replacement of the cabinets as per the requirements.One of the Woodcraft owners, ***********************, via phone and email attempted to arrange an onsite meeting in order the clarify the process and discuss in detail the necessary arrangements on site to facilitate the change out of the cabinets. Discussion via email would have been difficult as there would be a possibility of misunderstanding and any onsite issues could not be properly addressed unless both parties are directly onsite. However, ************** refused to accept any calls or meet on site to the needful. As such, Woodcraft is at an impasse unless the customer agrees to a site meeting with the ******************** If ************* would kindly meet with ************** such that he can properly document and coordinate the cabinet service work that as requested Woodcraft that can resolve the matter in an orderly matter.
Also, with respect to the appliances,Woodcraft will not be responsible for removal and re-installations of them as this is out of our scope of expertise and as such we do not want undertake the risk of damaging the components. **************** will need to facilitate the removal and re-installation of the appliances via his trusted contractors in order for the cabinet service to be completed. Woodcraft will cover the costs of the removal and re-installation of the appliances.
It is Woodcraft intent to bring this to a satisfactory and complete conclusion.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.