ComplaintsforDogwood Home & Design

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2020, my family hired Dogwood Home and Design, now located at **************************************************************************************, to renovate our kitchen. When the kitchen cabinets were installed in April 2021, we noticed an unsightly seam, which looks like a crack, in the crown molding. Because we were so pleased with the kitchen renovation, we were quite surprised that Dogwood Design would think that this unsightly seam would be acceptable. Needless to say, we expressed our concern to them many times; and we felt confident that the seam would be fixed. Dogwood Design said that it would be repaired. Over a year later, my family is still waiting. We have had many communications with Dogwood Home and Design. Yet, we continue to get the run around. The last communication was on March 31 which stated that they would be coming back. The text left me with the impression that the seam can't be repaired, which I know is incorrect. In September 2021, one of Dogwood Design's employees told me that a new crown molding would be cut and installed. This employee also said that he couldn't believe that the crown molding was left like that and that it is unacceptable. He said that they were waiting for the paint to come in and that it would be taken care of in three days. .Again, my family is pleased with the renovation. However, we paid over $40k for the renovation; and, a seam that looks like a crack is unacceptable. Our working relationship with Dogwood Home and Design was amicable. Their employees are professional and good at what they do. It is surprising that Dogwood Home and Design has refused to repair this seam(crack).

  

  Business response

  06/02/2022

  I have talked with ************** about this seam on a few occasions and have advised her each time, the last being on March 31, 2022.  In that last communication I had with her, she was advised that there was nothing wrong with the install at all.  When you have gaps between cabinets larger than and 8ft span, you're going to have seams in the crown because the cabinet company doesn't make a larger size than that.  I can't replace with a larger length crown because the profiles won't match, to which they agreed with me.  I talked with the cabinet installer about the seam and he said he would have one of his personnel look at it.  Since that time, I haven't heard from either party.  

  As far as the statement made by an employee about how the crown seam was left, he is not a cabinet installer and wasn't aware that you could not get a larger length over 8 foot.  Unbeknownst to us, we were not aware that you could not get a larger length crown in that profile.  Therefore we feel like nothing was done wrong.  Consider crown molding in other places, such as living rooms, dining rooms, etc., The crown in those rooms will have seams in them as well and is acceptable throughout the industry.

  We will be glad to come address her concern but there won't be a perfect solution.  A larger length piece can be installed but it will not be a perfect match and more unsightly.  Wood filling the seam and sanding may be a solution, but I can't guarantee you won't see the seam or where it was attempted to repair.  We will be glad to approach it however the would like, event though we feel like there's nothing wrong with the install,  and schedule it accordingly amongst our other projects.  

   

  Customer response

  06/07/2022

   
  Complaint: 17186673
  
  I am rejecting this response because:
  

  I received the complaint from Dogwood Design.  I reject their response.  They have said for over a year that the seam would be fixed. It was only recently that they have made known that they have no intention of correcting it. I have attached photos of the unsightly seam. My family paid over $42k for our kitchen renovation.  The fact that, after a year, we are still having this conversation is unacceptable. 

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

  

  Business response

  06/08/2022

  No one said we "have no intentions of fixing".  Our goal is to have all of our clients satisfied, but sometimes, client expectations can't be met or is hard to meet due to other factors.  In this case, you're living in a 100+ year old home that is settling and the kitchen has 2 different ceiling heights where the crown is located. I agree there's a seam there but, as I said before, the cabinet company does not make a longer piece of that crown.  In incidents like this, a seam is necessary and acceptable.  A larger piece of crown can be added but the profiles will not match the existing crown they have elsewhere in the kitchen.  The employee that stated he can't believe we left a seam like that is not familiar with the cabinet company's offerings of cabinet parts and pieces and did not know we installed the longest piece they offer. We can and will make every attempt to address this issue, but the results still may not be what our client is expecting. the repair will still have a seam. due to settling of the home and expansion and contraction, the seam may separate again in the future. 

  Customer response

  06/13/2022

   
  Complaint: 17186673
  
  I am rejecting this response because: i thought that the crown molding was custom made to fit the cabinets. As a result, it appears that the crown molding could have been cut without a seam.  I'm concerned that it took over a year to inform my family that nothing could be done until the last text in March. Prior to that, we were constantly told that Dogwood Design would come out and repair it. We were told a year ago that we were waiting for paint to come in because another piece would be cut and painted. Now, the entire story has changed. In the memo field for the final payment that I issued in November 2021, I wrote that the crown molding is pending repair. Dogwood Design knew that my family was not pleased with this seam. Although, I reject their explanation, I am done with this claim.  
  Sincerely,
  
  ***************************

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