ComplaintsforAspen Kitchens Inc

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is unprofessional and dishonest. They have yet to complete the job at our house and they are unable to provide me with a completion date. They promised completion in 4 to 6 weeks, and we are heading into the fifth month of work. They order incorrect products and have installed incorrect products. They do not send crews to finish our house and the other subcontractors are unable to complete their job because of their delays. They need to come and complete their job.

  Business response

  10/26/2021

  Hello, 

  Aspen did make the following mistakes 1) tall pantry cabinets in **** & **** - doors and drawers needed to be recorded as we did not account for the casing. 2) a base cabinet was mis-oreded twice in the * bedroom.  3) Floating shelves were order incorrect size. 4) powder bath cabinets needed to be modify to fit. 

  Aspen has showed up at this job on every occasion we said that we would (the latest was 10/20-10/22) and are set to show up again next week. The client was emailed this information. Current count-top lead times are 3-4 weeks out (one week ago is when they were ready to be measured for counters as we were waiting for them to finish tile),  Shower glass has an 8-week lead time (one is ready for install the other was just measured as we were waiting on tile from there sub to complete), most parts we made a mistake on are installed and are just waiting on one item. There are many things in this house Aspen is not contracted for that can be completed and that do not need our finishing details as a prerequisite. Some items that can not be completed we have no control over due to lead times in manufacturing. We have a punch list for this job and things get crossed off every time. 

  The client has been given updates.  A large struggle for us has been these columns we agreed to do... we grossly under estimated the expense and time it would take to complete, we still need to complete one but they take over a week per column.

  During this time Aspen has had two (one did not return) employees out on injury, three out with Covid, and huge delays in every product that we order.  Last week we needed to pull our *aster Craftsmen working on the columns (at their job) because he got sick with Pneumonia, he will hopefully be retuning to work tomorrow. 

  Aspen will complete our contracted work with ****************************** as soon as we can and as soon as the things out of our control become back into our control.  We will in no way leave this job unfinished. 

  Customer response

  10/29/2021

   
  Complaint: 16055325
  
  I am rejecting this response because:

  not all of the above stated by aspen kitchens is true. Yes, I accept them completing the job and they need to come and complete it. However, the company is dishonest when they stated that they would complete the pillars in September. It is now November. **** the manager was the one that coordinates the crew and barely sent any crews over the last 3 months to do any work. His response to me was that they have other jobs to complete. They have not been receptive and currently when I ask to meet to go over things they ignore my phone calls and do not respond to my text and do not return my calls. A professional business responds to their customers and communicates. There is lack of communication and lack of coordination from this company. 
  

  they need to send crews to complete their job. The delay of me moving into my house is by aspen kitchens. 
  
  Sincerely,
  
  *******************************************

  Business response

  11/03/2021

  ******************************,

  Promise to complete, if given that way, would have most certainly been with every intention to do so, understanding of scope and correct allotted time frame to complete the coulombs was calculated incorrectly.  Aspen's failure on the columns would be grossly under estimating the scope and time allotted to complete.  These columns were bid cost effectively and ended up much more complex and the millwork detail stretched us and our expertise. Our perseverance has been steadfast in completion, though our understanding of the man-hours needed improvement.  We have three days schedule this week and 3 days next week... if more is needed it will be accommodated.

  On your new construction the move in date occurs after a CO (Certificate of Occupancy) is issued.  Items that would prevent this from being issued go further than our company scope and fall with others as well.  Shower glass is an item on our end but as noted we could not move forward until the builder had tile completed, now the time frame of the fabricator and availably of products is setting this lead time, any proactive measure to speed this up were taken.  

  Our phone conversation today was good and thank you for taking the time.  We will get this completed, our goals are 100% the same!

  Thank you,

  **************** 

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