Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased new kitchen cabinets from Aya Kitchen Gallery- Ajax in May 2016. My order form and paid receipt clearly indicates the cabinets were to be 'painted MDF'. This past Sept 2022 I noticed that some cabinets began to peel at seams. When I reached out to AyA Kitchens- Ajax they informed me that my cabinets were not 'painted MDF' but in fact thermafoil wrapped MDF. When I purchased these cabinets now almost 7 years ago I explicitly ordered painted MDF. My cabinets at the time were thermafoil wrapped MDF and were terrible. I was trying to avoid the same fate. The sales associate knew this. I have been exchanging cordial emails/telephone calls with AyA Kitchen Galleries- Ajax location since Sept 2022.The staff first told me its outside of warranty (2 years). I explained this has nothing to do with warranty and has everything to do with what I ordered and paid for is not what was installed. They then asked if they could send one of their cabinet installers to see if he could fix it. I agreed to try. He finally came middle of January 2023 and told me and reported to the store (Ajax) that he can not fix it as the thermafoil has shrunk. AyA Ajax is now saying that it is not their problem as they are 'just a store front' and that I need to deal with the Aya manufacturing facility in Mississauga. I have emails from Aya Ajax saying Mississauga won't do anything. AyA Ajax suggested splitting the cost of replacement with AyA-Mississauga. I informed AyA Ajax I am not splitting the cost to replace something I didn't order. AyA Ajax recognized what I ordered and paid for and what was installed was different. They even said that their their website was wrong/mislead . They mentioned multiple times they are advocating for me to Mississauga. I have asked to speak with Ajax President Aimee M. with no luck. I feel that I have had respectful conversations on my end but have now have hit a brick wall. I am seeking replacement of the cabinet doors and drawer fronts.

  Business Response

  Date: 14/02/2023

  With regards to this issue, our first communication from ***** ******* came in September of 2022 with regards to an issue she was experiencing on a single base cabinet **** ******** ******** in her kitchen installed in July of 2016. Although, we were well beyond the 2-year warranty, we offered to send a service technician to her home to see if they could rectify the issue.  Our original service date was scheduled for mid-December but due to *****’s work schedule this was moved to mid-January.  Upon our technician arriving, what was supposed to be a single cabinet requiring service our installer was met with 10+ cabinets requiring service.  This was outside the scope of work we had discussed with ***** and scheduled for our service technician. Upon investigation the technician was not able to rectify the issues to the cabinets and confirmed that the issues present were due to heat damage and customer wear-and-tear.  It is important to note that the warranty does not cover damages by misuse, abuse, negligence, alterations, acts of God, improper installation/handling/storage of our cabinetry by others.  Rather than the original request to fix one door she continued with the ask to have her entire kitchen doors/drawers replaced for free.

  
  AyA Kitchen Gallery is a distributor of AyA Kitchens Cabinetry.  We engaged with them on multiple occasions to find a solution for *****.  As per AyA Kitchens, the warranty period on her kitchen is well beyond the 2-year time frame.  As was explained to *****, with regards to the material used for her kitchen, she selected and paid for the door style Berkshire, which is a Painted Thermofoil MDF Profiled door.  What this means is that the Thermofoil is a thin wrap applied to the MDF substrate to allow for better paint adhesion and durability. The client paid for a Berkshire painted (Oyster Paint Colour) MDF door, and this was what was received. The designer ********* ********* as well as the 2016 acting President are no longer employees of AyA Kitchen Gallery.  I can only assume 6+ years later that the selection was based on the client preferring the profile and the price of the Berkshire door at the time.  The Berkshire door is not available in any other substrate, so this was ordered and installed exactly as ***** signed-off on. 
  

  We believe *****’s recourse is with the manufacturer, AyA Kitchens.  We have no control over the situation other than stating her position, which we have done vigorously.  If a homeowner bought an ** Appliance at **** *****, it is not **** ***** she would reach out to 6+ years later with issues, it would be with ** Appliances directly.  This is why we recommended she contact the manufacturer directly.

  
  Currently, we are not in a position to replace a 6+ year old kitchen due to general wear-and-tear and heat damage.  The customer purchased her kitchen with a painted MDF Berkshire door, and this was what was ordered and installed by our company.  Unfortunately, this customer has misused their kitchen over the last 6 years and is now trying to place blame on us to get a new kitchen for free. We believe this is an unwarranted request based on the age and condition of the kitchen.  
  

  * **** **** ******** * **** ** ***** ************** ** **** ** *** ************* ***** *** *** ********* ***** ** ********* ****** ***** ** *** ******* ********** **** ***** ******* ******* ****** **** ******* ******** ****** ************ *** *** ******** ******** *** ** ***** **************************************************************
  
  Kind Regards,

  
  Aimee M.
  President, AyA Kitchen Gallery

  Customer Answer

  Date: 21/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: AyA Kitchen-Ajax response is inaccurate. The original door in question is furthest from the heat source. I made sure that I thoroughly reviewed my cabinets before the technician came to not waste their time.  Additionally I was given extremely short notice for a technician visit and had to re-work my work schedule ** ** ** ********** *** ***** ***** **** **** ***** to accommodate a very specific schedule.  Commenting on the placement of my kettle has nothing to do with my claim.  I always tuck kettle under the cabinets when not in use.  I always pull it out and away from my cabinets.  I am also confident I am one of millions of people who have cabinets beside a stove. I find it insulting that they are blaming me the customer for abuse of my cabinets for having a kettle and stove in my kitchen. I have been beyond careful with my cabinets. Lastly my concern has always been with regards to what I ordered as outlined on my paid receipt was not what was delivered.  In their response they even typed ‘painted MDF’ at the bottom of their response yet above in their response they documented that thermafoil wrapped cabinets is what was installed- this is the reason why I have asked for new drawers and doors. The fact that the president and designer are no longer with their store is not my issue.  It was the error of the store not the manufacturer that made the error. It has nothing to do with warranty. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 28/02/2023

  Hello,

  Currently, we are not in a position to replace a 6+ year old kitchen for free due to general wear-and-tear and heat damage.  We believe this is an unwarranted request based on the age and condition of the kitchen. 
  

  The customer purchased her kitchen with a Painted MDF Berkshire door, and this was what was ordered, delivered, and installed by our company.
  

  Thank you.
  Aimee
  
  Aimee McClenaghan
  President
  AyA Kitchen Gallery

  Customer Answer

  Date: 02/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: my original concern has not been addressed.  My concern has always been and continues to be is that what I explicitly asked for and was told was being ordered was painted MDF.  That is not what was installed. The employee even wrote 'Painted MDF' on my receipt at my request as I wanted to make sure that was what was going to be made.  Telling me know that I did receive painted MDF is not correct.  I received painted thermofoil wrapped MDF cabinets. That is not ok.  The factory in Mississauga made what the AYA store in Ajax ordered.  What the Aya store in Ajax is not what I ordered.  This is where things went wrong. 

  I only discovered that my cabinets were not what I ordered because they started to fall apart.  Six plus years is not old for cabinets. Having cabinets close to a stove that don't last is terrible quality. Telling me I was neglectful and abusive to my cabinets is not ok.  Where I noticed the first area of concern is far away from a heat source and I have always treated my cabinets extremely well.  The exact flaw in my current cabinet where the thermofoil has become unglued is the exact reason why I wanted painted MDF and not thermofoil.  I voiced my concerns to the employees at Aya Ajax multiple times when I was deciding on my purchase.  The ungluing of the thermofoil is exactly what happened on my previous cabinets which is why I didn't want anything to do with thermofoil.  The only decision I had to make about the cabinets was whether I wanted wood or MDF.  I chose MDF to avoid having any seams that could show on the cabinets over time.  I did my research.  I then put trust in Aya Ajax to give me my choices.  The fact that that employee is no longer with the company is not of my concern.  My receipt is clear.  I acknowledge that the receipt says Berkshire.  I was not given the brochures where it said that the Berkshire cabinets were thermofoil.  I explicitly asked the employee for what options were painted MDF and that was one that she gave me.  

  I am not asking for a whole new kitchen.  I am only asking for new cabinet fronts (doors and drawers).  I am asking for what I was told was being ordered and what I paid in full for gets installed.

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