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Complaint Details
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Initial Complaint
07/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We employed this company to install our kitchen cabinets/countertop. We paid this company over $9,000.00 to complete the job with 100% accuracy. Unfortunately, this did not happen. Here is the issue we currently have with this company: 1. they installed a drawer that was already broken; 2. our in-drawer trashcan is no aligned properly-so it does not close completely (trash falls out on the sides; 3.the installers left scratch marks on our white cabinets (promised to provide new cabinets where scratch marks left)4. 1 cabinet is installed backwards so it's difficult to get pots/pans out of it;5. shelfs not attached properly (was given clamps for my husband to fix it-still doesn't work-afraid to place heavy dishes on them). We have tried to resolve this issue multiple times; however, we get the run-around from manager ****. We have emailed them, called at least 5 times-same response-parts not in, etc. We paid them in April-still n results/responses from this company. I'm livid about their non-cholent response when they hounded me for the balance. I was hesitant to pay the balance until everything was fixed but I paid anyways in good faith they would do the "'right thing" and resolve the issues in an expeditious manner. I want my kitchen fixed in total-I paid way too much money not to have it perfect! If they choose not to, then I am owed at least $3,000.00 to have another company fix the damages/incorrect installation this company did. I work for Fresno County and will be notifying the BOS how this company operates-hopefully rectify this problem and/or notify the public that this company is unfair and incomplete business practices.Business response
07/06/2022
To Whom it May Concern,My name is **** ********, I represent Lu Granite & Cabinets located in Fresno, Ca. We received a complaint from ******* *****y sometime in the month of June. It was a phone call, so I am unsure of the date of the original complaint, but I am fairly certain it was early in the month of June. I received about 2 dozen photos from ******* to my cell phone with some images of the damaged cabinets in their newly remodeled kitchen. When we are dealing with damaged cabinets, it takes us time to get replacement parts, since the items that were damaged were not in stock, and we had to order them. I received an email from ******* on June 30th stating he had not heard from me in a while. I responded to his email the following day stating that we had ordered his replacement door, and it came in damaged, so I had to re-order the same item again, and that is why this project has been delayed. There would serve no purpose in going out to customers house without the proper replacement items, since everything would not be getting fixed that day. Our install team would like to handle 100% of the problems when they go back out to make repairs. Being in this industry, it is very common to have minor knicks and scratches to even brand-new items. I have explained that we will be going out to fix everything when all of the items arrive. We just received replacement parts today, so I am trying to schedule a date to go back out to customers house to make repairs. We would like to keep our excellent status with BBB, so we will be handling this matter as soon as possible. I do not feel like we are neglecting our customer, and I have been in contact with them this entire time in waiting for the replacement parts. We would like to get this issue resolved and put this job behind us.Sincerely,**** ********Lu Granite & Cabinets
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.