ComplaintsforCrown Cabinets and Fireplaces Ltd.

• Initial Complaint

  16/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Complaints Resolution Specialist, I’ve used crown cabinets for kitchen cabinets and bathroom cabinets on my two units May 2019 when my house built. They stated that they have 5 years warranty on the product. However, I’ve noticed that after less than a year that the cabinets doors colours start pealing and I can see the base colour on different places. That time I sent email with some pictures to ***** ***** (i can send copy of the the email if required) on Feb 26, 2020 (Feb262020.pdf with images attached) and somebody from the service team came to my house and took those doors that have issues with and repaired them. He confirmed to me that this issue won’t happen again. However, this issue happened again few years after that and now we are almost close to the warranty date. I’ve emailed Crown Cabinets ((i can send copy of the the email if required)) and met with ***** (the agent) and showed her colour pealing issue on March 18, 2024 (March182024.pdf with images attached). She sent a message to service guy to contact me, but nobody called me for over a week, and I’d to call them again many times and spoke to *** (The *******). He sent me somebody to have a look. The person that can said that some of them can be repaired on spot and some other we need to take them to be repaired at our store, but you need to pay for it because you have used chemical solution on them. I have confirmed to him that we don’t use any chemical on any of the cabinet doors (main until or apartment unit). We go back and forth many times with no solution and I’m really disappointed with the way that Crown cabinet handle my issue and they don’t stand on their promises after sale warranty. I need your help to resolve this issue because all the cabinets doors on the two units (kitchen and bathrooms) looks so ugly and the colour got pealed. I hope this can be fix here and no need to go to the court to resolve this issue. Thanks, *****

  

  Business response

  23/04/2024

  We had 2 staff from our company with over 50 years combined experience inspect the cabinets. Customer didn't  agree with what we had observed . The cabinets show a lot of wear & rub marks . They appear to be from cleaning cabinets with a cleaner, water damage ,chair marks, solvents, pads etc. We sent in a professional finishing company to observe the finish on the cabinets .He explained to the client that he is using too much water or product to the cabinets. He also showed wear marks for chair legs . You don't paint your walls or purchase a car & 5 years later expect the paint to look the same . You can see by the pictures that . Also, there is only 1 year warranty on cabinet finish.

  Customer response

  23/04/2024

   I am rejecting this response because:
  This isn't wear and tear issue. I have this issue you guys installed it and I've complaints about this in Feb 2020 which less than 6 months from the installation. the paint is easy peeling and scratches. There are other places that there is no water touch it and still get peeling. Look to the pictures from the first complaints in Feb 2020 and you will find the same issue that I'm having now.  All the emails between me and ***** are documented and shows when first time I had this issue. 

   

  
  

  

  Business response

  23/04/2024

  The customer's initial complaints in 2020 were covered by the first year warranty and were attended to by a service call that was performed at no charge.  Now, were are almost 5 years since purchase.  Any issues outside of that warranty period are chargeable. Our service department can schedule an appointment at your convenience.

  Thank-you.

  Customer response

  23/04/2024

   I am rejecting this response because:

  This recurring issue is reminiscent of the initial concern I raised in February 2020, exhibiting identical symptoms. It is disconcerting that such a persistent issue persists within the first six months of product use, suggesting potential inadequacies in the product's finishing to withstand standard human usage. This outcome falls short of the expectations typically associated with a reputable company like yours regarding post-sale customer support. Furthermore, the documentation accompanying the work order specifies a five-year warranty period, with no indication of any limitations to a one-year warranty. It is important to emphasize that this issue cannot be attributed to normal wear and tear, given its manifestation mere months following installation.

   

   

   

  
  

• Initial Complaint

  22/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my kitchen remodelled in July 2023 however there are a couple of minor details to finish the work I need some mouldings installed as well as a connector piece on my floor between the kitchen and living room I have phoned Crown 4 times in the past 2 weeks and personally went to the showroom on Aug 18 to have this matter resolved Crown assured me that they would be fix the problem on Aug 21 but they didn't show up as scheduled This is the second time that they said they would send someone to my house to fix the problem but no one has come It is becoming very frustrating to deal with Crown They have received full payment for the renovation but refuse to finish the job

  Customer response

  30/08/2023

  We didn't receive a final invoice. We paid in advance before any work was completed. We have attached our receipts and the original quotes.

  

  Business response

  14/09/2023

  The moulding was completed on August 31, 2023. The installer was at the customer's home on August 31st and it was decided that we would order another box of tiles at no charge to tile an area that was not covered with the new cabinets. Tiles only arrived on Monday, September 11th. We spoke to the customer on September 12th to find out the paint colour. We are still waiting on what colour white was used. The job was invoiced out on July 12, 2023. The quote that was sent to the customer states our payment policies which they were aware of. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Crown Cabinets to install a new kitchen in our new home. We also hired them for flooring and tile work. Our first issue arose when we asked for herringbone pattern tile to be installed in our entryway. They laid it pointing towards the closet door - not towards the rest of the house (a standard in the industry). We were advised that “there was nothing wrong with it” and that it was “a matter of opinion” on how herringbone pattern is laid. We are the buyer and we should’ve been consulted with. The owner offered to go halves with us to change it to the way it should’ve been laid. Our second issue arose when we discovered that the alcove in the ensuite shower was installed in the black accent wall and not on the white tile wall opposite the plumbing as was agreed upon and documented in an email correspondence. A request was made for remediation but it was ignored. Our third issue occurred when the main bath vanity was installed. This was supposed to be black and instead installed as white. This was due to improper documentation by the kitchen designer. I signed the forms without noticing this and therefore it was my word against theirs as they would not own up to this mistake (even though they remembered our conversation and the change in color and handles). Our fourth issue was discovered upon the final walkthrough. The half-bath vanity is missing a pull on the top drawer (blue prints indicate the pull). I’ve made three attempts at contacting Crown about this with still no reply. This type of service is not right and as I live in my new home I am reminded daily of how I was treated and what my experience was like dealing with Crown Cabinets.

  

  Business response

  14/06/2023

  The entrance tile was laid in a herringbone pattern as the client requested. The client was very specific and consulted with us on how she wanted the backsplash tile laid and the shower tile laid, which was noted in the flooring quote and signed off by her. There is no one "industry standard" in how herringbone should be laid. There are numerous ways tiles can be laid and the client was very specific in how she wanted the other tiles laid. If she wanted the entrance tile laid in a particular direction, she should have specified it at the time. The niche (Alcove) was installed in the black wall because the client was advised that the wall she wanted it in had the cables and wires in it for the master bedroom TV and therefore could not go in that wall. The client was offered a solution for the herringbone pattern by splitting the cost 50/50 to change the tile even though Crown was at no fault. The handle on the vanity was left on site, but wasn't installed due to the panel being in front of the sink and was non-opening - installing it may have caused someone to try to pull it and in turn pull the panel off my accident.  Regardless, we will schedule the handle to be installed as per customer request.

  Customer response

  14/06/2023

   I am rejecting this response because:
  A. No one consulted with us (THE BUYER) before making the decision to lay the herringbone tile in a direction that was chosen by Crown. I have forwarded the emails to BBB regarding the communication timeline. If there is an option for direction, IT IS THE BUYER’S decision. NOT CROWN’S - and it doesn’t matter when the decision was made. As an FYI - Herringbone tile is laid so that it points toward a focal point - that being the rest of the home as you enter from the front door. This was also shown to us during the selection process in Crown’s flooring dept. We never thought in a million years it would inevitably be laid in a zig-zag fashion as chosen by Crown. 
  B. A 50/50 split was offered to us to change the direction but no one was reachable at Crown after this offer was made. I called back and no reply.
  C. If the shower alcove couldn’t go in the wall that was chosen my us (THE BUYER) it should’ve been communicated to us BEFORE the install was done as we (THE BUYER) have other alternatives (for example a corner shelf or NO SHELF at all). 
  D. Installing pulls on false front doors has been done for centuries - no excuses needed here!  

  Please - I’ve had enough of these excuses. 

  

  Business response

  14/06/2023

  A. The tile was laid herringbone which is a 45 degree pattern, (STANDARD INSTALL) not in a "zig zag fashion". We do not have a herringbone pattern floor here in the showroom that shows the direction of herringbone. Not sure where she saw that? See photo of her floor which is herringbone.
  
  B. The quote for the 50/50 split was communicated to the builder who in turn communicated to the homeowner. All previous communication with the client was via email. The client never sent an email regarding the offer for the 50/50 split and there was never a voicemail left. The quote for the 50/50 split was sent on May 8th, we waited almost two weeks to grout with no response from the client. At this point the builder was dealing with their client.
  
  C.  Niches are put in walls where appropriate. A niche cannot go in an outside wall or a wall where there is piping, venting, wires, etc. The client ordered a niche not a shelf.

  D.  As we offered, we can install the pull on the false door.

  Customer response

  14/06/2023

   I am rejecting this response because:
  
  Completely wrong about the 50/50 split! I was never contacted by the builder about the 50/50 split for the entryway tile. I contacted the owner of Crown (Don Escott) MYSELF! I told him I would call him back after I discussed it further with my husband. I called back the next day and no one returned my message!

  As for the niche, I SHOULD HAVE BEEN CONTACTED IF IT COULD GO WHERE IT WAS SUPPOSED TO GO!

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a countertop at Crown Cabinets and Fireplaces and upon purchase I specifically asked the sales rep if the countertop sample was a good representation of what the countertop would look like on a larger scale. I was double checking to determine if the pattern would be consistent. The sales rep indicated that it would look the same. He tried to look up a picture with the countertop installed so I could see it on a larger scale. He couldn’t find a photo but assured me it would look the same. My order was placed 2022-01-10 and I Paid $1173.00. On 2022-02-11 I received the countertop and it looked nothing like the countertop sample. We brought the countertop back to the store to tell them it looked nothing like the sample. The sales rep came outside to the truck to view it and agreed that it didn’t look right and that it looked like a design flaw. He also indicated that it looked like a rusty can was placed on it which left behind a rusty ring. He went inside the store to speak with the owner and returned and said they were going to contact the manufacture to request a sample that was more representative of what the countertop actually looks like but that there was nothing they can do for my situation. The owner did not come outside to look at the countertop or discuss the issue. The sales guy just continued to say there was nothing he could do about it. Now I have spent $1173.00 and still don’t have a countertop suitable to use. I will attach pictures of the sample countertop, as will as, pictures of the counter top that I received.

  

  Business response

  24/02/2022

  As soon as we learned of the customer's issue, we re-ordered a new countertop as a replacement, and we are now just waiting for it to arrive from our supplier in Quebec.

   

  Thanks,

  ****** *****

  Customer response

  25/02/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16760369, and find that this resolution is satisfactory to me.

  The business contacted me on Feb 14, 2022 and offered to refund or replace the countertop. I decided to replace it with a new countertop and I am now waiting for the new countertop to arrive.

   

  Thank you,

  Veronica Warren

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩