ComplaintsforReliable Cabinet Designs

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kitchen remodel that work started 8/19. Initial work completed in 11/19. Design mistakes were made resulting in some cabinets reordered, electrical and counter top modifications. Design mistakes may have resulted in having to upgrade to custom cabinets that had increased costs? Permanent design flaws that resulted in misalignment of upper and lower cabinets and installation of hinge protectors. The hinge protectors do not open to a 90 degree angle therefore limiting the use of the cabinets especially the ones with pull out drawers. Contactor they worked with and recommended was a major constant issue resulting in our bringing in another individual after to correct and fix as many issues as possible. Current ongoing problems not being addressed. I have made several visits to the Company with no returned phone calls or progress made. This current problem has been going on for several months now. The last time I stopped I parked beside Shane W., President. When I entered and asked to speak with him, I was told he was not there that I would have to leave a message. As I was doing so, Shane appeared around the corner. He told me he had to look up our kitchen design, would get back to me next week, etc. I have not heard from him since. Common ongoing problem encountered. There is a cabinet that was not installed correctly and need to be addressed. There are sagging shelves that need to be addressed. I am told that the hinge protectors can not be addressed to a 90 degree angle allowing proper access to cabinets? Grand total expense on this kitchen was approximately $30,000.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/02) */ Contact Name and Title: Shane W. President Contact Phone: XXXXXXXXXX Contact Email: ******************************** I am sorry for any delays that were created by us during your remodel process, 2 cabinets had to be re-ordered due to a measuring mistake and to my understanding there was no cost passed on to you in this. At the time we had to order 2 cabinets slightly smaller and we as a company absorbed the cost as we should have. The change in size to the 2 cabinets made it so no other cost would be needed and a slight delay in the templating of the granite surface would of been the only negative result in this but I don't remember this happening as we worked with the counter top supplier to mitigate this. Nothing in your kitchen is "misaligned" and the "hinge restrictors" are a normal, necessary part of the design only allowing the cabinet doors to open to 90 degrees so that they don't bang into other doors or walls. We could have made the cabinets smaller but customers request that we do not do that as they want to maximize the space that they can in their cabinets. The pullout shelves work but you need to be cognitive when opening them much like you do a car door when its near another car, I am sorry if this causes you dismay. I apologize that return calls to you were not made, I have addressed that internally and that person will no longer be employed at Reliable Cabinet Designs because of this. As far as parking next to "my truck" and being told I was not here I will defend that person because when she came to my office and the light was out it means to her I am out of the office and I was until just after I returned with my designer from a meeting. The cabinet above your refrigerator is installed correctly with the exception of a screw that is turned too much causing the side of the cabinet to bow slightly and I have told you this will be fixed. The hinge restrictors have been explained to you many times and I have informed you they can be removed if you would like. The reason you called us a few months ago is your shelved that have a slight bend or bow to them, as requested I contacted the manufacture and advocated on your behalf with a result in them replacing all of your upper and tall cabinet shelves. This was not easy considering in the 16 years of cabinetry work I have never experienced this and the manufacture believes like everyone else that you are overloading the shelves causing this problem. Regardless the shelves are on order and like everything else on the planet right now there is a slight delay in getting them which once again I am sorry for. We are addressing these problems at no cost to you even know our signed contract states that we have a 1 year warranty on our installation and labor and this project is over 2 years old. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Received a call on November 2, 2021 from Wellborn Cabinet in Alabama in response to request on November 1, 2021 for assistance. It was stated that they wished to answer customer questions and concerns. It was learned self closing doors open to 108 degrees standard. When a hinge restrictor clip is installed the opening reduces to 86 degrees. A possible solution was asking for 90 degrees to facilitate the roll out drawers to not collide with the interior side of the hinge restricted doors. Eliminating the cause of potential damage over time and ease of use. If the local Wellborn Cabinet Company will contact their Customer Service Representative at Wellborn, Alabama there are 2 to 3 other possible hinges that might fit the cabinets to hopefully solve the problem. They will gladly send them. No guarantees given but a possibility. This was a viable solution offered by Wellborn, Alabama. It was further learned through this conversation that there is a weight limit of 15 pounds per square foot on cabinet shelves and that shelves are to be 3/4 inch thick. This sounds like a more than reasonable weight load and can't image any amount of dishes, glassware or food items could ever exceed this capacity? When the President of Reliable Cabinet came on August 10, 2021 to view/see the kitchen issues, numerous cabinet doors were opened in the process. Let's hope the ordering and install of new shelving will solve the sagging issue. That this was an isolated case. As to the issue of time frame in addressing issues from the date of install. Just 6 months after the completion of the kitchen our country/our world was faced with Covid 19. We are all well aware of the shut downs and delays that was the result and in many cases still being dealt with for the foreseeable future. We have all been faced with being flexible and understanding during this time of Covid. The initial visit to the cabinet company was on Monday, August 2, 2021 (under 2 years of install). A home visit date was given of Tuesday, August 10 for the President of the company to come. There was two additional visits to the cabinet company office to follow up. Thank you for addressing the issue of not receiving call backs and information. Sorry someone had to lose their job. The Premier Series of Wellborn Kitchen Cabinets does have a Lifetime Limited Warranty. At no time during the phone call from the Wellborn Company in Alabama was the issue of time mentioned. The concern was to have a happy and satisfied customer by solving the problem. To standby the repetition the company has established. As to the issue of misalignment of upper cabinets over lower cabinets. There was a meeting held in the kitchen remodel area in August, 2019 with the President of the Cabinet Company, company designer, company recommended contractor and homeowners in attendance. This alignment issue was part of the meeting. There is one wall of 2 sets of cabinets adjacent/corning the pantry cupboard wall that bottom and top are not aligned. The two bottom cabinets had to moved approximately two more inches to the right in order to allow the drawer on the lower left cabinet to open. This was done to provide clearance in front of the pantry cupboard doors and surrounding frame for the drawer to open. Given the wall space and design of kitchen including the top molding, the upper cabinets could only be moved one inch. Hence the misalignment. The pantry cupboard lower right door had to have a hinge protector installed too. This alignment problem is solved as best as possible but means the pantry cupboard with sagging shelves can not have the lower cabinet changed to pull out drawers. The degree of hinge opening issue mentioned early. Working with the counter top company on overhang and edge finishing on the "Quartz" countertops throughout the kitchen and the tile company for the kitchen backsplash on tile pattern, method of installation/grouting and finish edge of the back splash on that wall it was possible to blend and not draw attention to the area. Working personally with the counter top company, they went above and beyond in their service. There were numerous meetings and home visits. They even did an install of three of the four sections of the Quartz counters as cabinet replacements were awaited in order to regain partial use of the kitchen. They were a pleasure to personally work with. The same can be said of the local tile company. Installation of the backsplash was started in two areas of the kitchen not affected by the cabinet reorder. The company graciously worked around the issue of awaiting cabinet replacement. The initial install issues were brought up on the August 10, 2021 home visit as a refresher to this kitchen and its history. Was it possible that the cabinet over the refrigerator had separated during the change out of cabinets in the area? Your consideration on working on this kitchen is appreciated. As you can see, experiencing difficulties has been a challenge and stressful. Please continue with notification as things progress to completion of this matter. Business Response /* (4000, 9, 2021/11/09) */ Anita from Wellborn Cabinetry read her notes from your conversation and said that this could possibly solve the problem but she told you there are no guarantee's that it will. I am happy to discuss tis with my customer service rep to see if they have any other options from what is installed. I will not be responsible of any damages that may occur to doors, walls or cabinets from other hinges being used. Our signed contract clearly states that we have a one year warranty on our installation and workmanship and we are doing this work outside of that. Wellborn's limited lifetime is covering the replacement of the shelves and we are covering our labor not normally covered. The load rating for the shelves says 15 pounds per foot in the customer care guide available on their website so they have conflicting responses that I have made aware to them.

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