ComplaintsforHeartwood Custom Cabinetry

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Heartwood Custom Cabinetry to build a two sink solid alder wood custom bathroom cabinet with the left side being *** accessible. ***** came out in September 2021 and did the measurements. I told him the drawer stack that he proposed was much wider than the small one we removed. He said it would be fine. I trusted his measurements. When the cabinet ***es were delivered on Dec 28, 2021, they were not solid alder wood. Vic first said it was compressed treated wood, then later said it was solid wood, not solid alder wood that was agreed upon in the beginning of the project. The other problem was a standard sink does not fit in the right side of the cabinet because the drawer stack was too wide. They told me to put a smaller sink in that side. I said no way. They needed to at least move the drawer stack *** to the right and change the door and drawers so as to fit in the appropriate spots. He said they would but it would cost me to change it. I said no, it was their mistake. He also said my plumber would have to put an elbow in the water pipe that comes up from the floor so it could go under their cabinet and come out the side to where it could be attached to the sink. Their measurements were absolutely wrong. My plumber said no that is wrong. He looked over the cabinet and saw the laminate they used was chipping off, the cuts on the *** were jagged, there are pieces of laminate missing on the kick board and the front of the *** *** is not square. The quality of this product is unacceptable. At that point, I told Vic I either wanted my money back and he could pick up the ***es or he could give me a paid in full receipt and I would donate the ***es to the Restore/Habitat for Humanity. His reply was that he would buy me two 14 inch sinks because it was my responsibility to make sure the measurements were correct with my plumber and granite contractor. I want a paid in full receipt for the $2K so I can donate it and move on. I don't want them in my house.

  Business response

  01/07/2022

  After build completion and partial installation, this client is trying to make structural design changes.  Design was completed and agreed upon more than two months prior to the build and sketched on her wall at the installation sight.  We are a custom cabinetry build shop and build specifically to customer specifications.  She did not show us her sink size.  We offered multiple fixes and "above and beyond" modifications to this client to deliver a complete installation (see attached latest correspondence from 5-Jan).  The materials are industry standard and what was contractually agreed upon.  At this point, the customer is refusing offers to fix her design deficiencies and appears to be trying to keep the cabinet without paying the contractual final payment under the guise of "donating" the custom work product.

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