Complaints

• Initial Complaint

  14/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Working with Reynold cabinets turned out to be like a nightmare for us. We selected them based on their BBB review and some older reviews on social media. We are not having problem getting wgat we already paid for. We have paid 95% of full order for the kitchen cabinets to Reynolds cabinets in July 2023. The full project cost is 48,994.70 and Jamie Reynolds required that we have to pay 95% of the full amount in order to deliver the cabinets. We have paid on July 20th and he delivered partial cabinets on July 24th. Installer came and installed few cabinets on day one and then he was gone for couple of weeks. Jamie booked the installer to come back again for two days, install few parts and then he was gone again for couple of weeks, Some part that were initially delivered were wrong size and had to be redone in our apartment and some had to be built from the scratch since they couldn't been fixed. We have been in conversations with Jamie trying to get date and timeline for finishing the kitchen cabinets and two vanities and all we got during these 3 months were dates that were being postponed at the last minute with various excuses. We have long email threads (attached to this complaint) showing that on multiple occasions he would not respond to our emails and phone calls nor he would call us when he would say. For 3 months we haven't had running water in the apartment and had to keep canceling other trades (plumber, electrician) that were dependent on Jamie finishing work. We have a list of things that needs to be done and have shared that list with Jamie multiple time. We been talking to Jamie since October 6th about having missing parts delivered and completing installation with him giving us the date then moving it again multiple times for different reasons. We have incurred additional expenses due these numerous delays and right now we don't see a way to get Jamie to finish the work he started and we paid for. We ask you to help us to have this completed.
  

  

  Business response

  27/11/2023

  We've been in contact with the client and have a plan to resolve the issues at hand. We've returned to complete some of the outstanding work and have a schedule for updates and completion in place.

  Customer response

  11/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Scheduling and then postponing delivery and installation date has been a pattern we have been seeing for months with Reynolds cabintes. ***** Reynolds would give us a date, then close to the date or on the same day he would come up with an excuse and we would not receive the part and installer wouldn't come. We would just get a new date that would be postponed again. On November 23 Jamie told us that he booked an installer to come on December 11th and work to finish everything. We called the installer on December 8th to confirm he is coming only to be told he never heard anything about working at our place and confirming he is not booked. We sent an email to Jamie to ask if he booked the installer for 11th and he ******* claimed that he did. After we told him we knew that is not the truth, he came up with another excuse and told us that he will provide an update on the 11th when the installer is going to come. As of today, December 11, we still don't know when our kitchen that we paid for 6 months ago will be finished. On the advice of legal counsel we sent a demand letter to Reynold cabinets on November 21st, requiring that all outstanding work is completed by December 15th or we will start legal proceedings. Jamie acknowledged he received the letter, but so far we didn't see any progress, only a familiar pattern of false information and delays. Please open the complaint as the previous decision that business is making a good faith effort is obviously not true. We are willing to go to the media and share our experience with this business.
  
  Sincerely,
  
  *********************************

  

  Business response

  11/12/2023

  As agreed with the client, the remaining parts are scheduled to be installed on December 12th, prior to December 15th.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because we received the call this morning (December 12) from ***** Reynolds letting us know that some vanity parts are still missing and will not be delivered. There is no new date scheduled since Jamie confirmed he forgot to order those parts and he doesn't have a delivery date for them since they are not even ordered from the cabinet manufacturer. He also confirmed he will not be able to deliver and install them prior to December 15 which is the deadline outlined in the demand letter and the day we will start small claims court proceedings against Reynold Cabinets and ***** Reynolds.

  Once again, this pattern of providing date only to further postpone it because parts are not ordered is what has been happening since August 2023. 

  
  Sincerely,
  
  *********************************

  

  Business response

  12/12/2023

  The client is in error. I did not confirm that the missing pieces would not be ready, just that I wasn't in a position *to* confirm they would be. It looks like they will - in fact - be ready by Friday morning but I'm still waiting for that to be confirmed.

  The installer has also damaged one front and has requested an additional one be made, so am endeavouring to get that done by the 15th as well.

  Once I've confirmed that the 3 fronts are good for Friday December 15th, I will contact the clients and confirm the arrival time to get those installed.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because this is exactly what has been happening for more than 5 months. As of now we don't have the delivery dateverything is still waiting to be confirmed. So our previous statement still stands that there's no delivery date to complete this project, there's only prediction. Based on the previous behaviour of providing the date then rescheduling last minute, I do not have any basis to believe Jamie's statement until I see the work is finally done. 

  As stated before, we will be starting a legal proceedings on Friday in case we don't have all the missing parts delivered and installed.

  
  Sincerely,
  
  *********************************

  

  Business response

  29/12/2023

  I believe all the client issues have been addressed and will confirm with them in the new year.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We completed a major renovation to our home in 2020 and selected Reynolds Cabinets in North Vancouver for all of our custom kitchen cabinetry plus three custom bathroom cabinets and a linen closet. This package had a high cost and we expected a commensurate level of service. As we all know, the Covid pandemic caused many supply and labour issues and related delays, which we acknowledged and accepted, of course. In addition, the owner of the cabinetry shop experienced health issues in 2021/22 during which we were very patient as they were resolved. Periodically, a Reynolds' installer came to our house to try to fix or assess remaining issues and generally was helpful. However, the replacement dishwasher panel snapped off an edge the first time it was opened as it was incorrectly installed. And, the dishwasher kickplate was never re-installed and remains incomplete today. The crown molding paint repair was never addressed. Reynolds and the installer are now unresponsive to our emails despite repeated attempts to contact them. The issues remain as they have since the initial installation in 2020: (1) damaged dishwasher panel needs to be replaced; (2) dishwasher kickplate must be installed; (3) crown molding paint damage should be repaired. Regrettably, after three years of supreme patience, this will be our last attempt to have the issues fixed by Reynolds before escalating the matter to more serious avenues and reputational impacts. We will even pay for the service call...we just want our kitchen to be finished before Christmas! Please help.
  

  Customer response

  14/11/2023

  Hello,
  I received your email asking for the date of the last contact I had with the Reynolds Cabinets business.  This last contact was March 20, 2023 with their installer, Jeff*************
  Please advise as to your next steps.
  thank you,
  ******

  

  Business response

  14/11/2023

  Hi ******, sorry you felt you had to resort to a complaint to get this sorted. I was unaware Jeff hadn't sorted it out. We don't work with Jeff really anymore and he hadn't indicated the project wasn't finished. 

  As far as I was aware we sent a new dishwasher panel because of steam/water damage to the original from the dishwasher? And he was going to add a toe kick as well to be installed inplace of the metal dishwasher kick. 
  

  For the crown, Jeff was to have done some touchups, that I'm guessing he never did. Please let me know.
  

  I've sent Jeff a message to find out what's going on, and I'll come by the house to make sure I have a handle on these service items and send our current service installer Scott by to take care of any deficiencies.
  

  Jamie

  Customer response

  05/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not yet received a satisfactory response from Reynolds Cabinets and I am continuing to pursue this matter until the work is complete. While the business proprietor has periodically been in touch with us, and he has completed the first part of the work (installing dishwasher panel), he has not yet attended to the remaining work (kick plate and crown moulding). He was in touch with me over the weekend and I hope to have the work completed in the next two weeks. I will notify you and close this complaint when the work is complete. 

  Sincerely,
  
  *************************

  

  Business response

  18/03/2024

  We have ordered additional parts for the client (dishwasher panel, and toe kick) and will be returning to site to install when ready (still waiting on a confirmed date)

  Customer response

  19/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: the work has not yet been completed as of March 18, 2024. 
  
  Sincerely,
  
  *************************

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