ComplaintsforAffordable Granite & Cabinetry Outlet Inc.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I want to say store to order what I wanted when it was delivery time they gave me something else I told him no that's not what I ordered I want my money back they said that's what you order you get no refund again I'm telling them I did not order that I know what I ordered it was the opposite of what I ordered why would I not keep it if that's what I ordered

  Business response

  03/15/2023

  In reference to ********************-
  
  We met ******************** when she came into our showroom on 2/14/23 with a picture of a quartz piece she saw somewhere else that was no longer available and she wanted to see if we had that material or something similar.  We expressed to her that we did not have that specific material but that we would be happy to walk the stock yard with her to see if she saw something she liked. After browsing our yard,******************** expressed interest in two quartz materials named Calacatta ******** and Calacatta Nero ********.  Per her request, we had the slabs moved so that she can view them in their entirety.  We explained at that time to ******************** that the slabs she was interested in from our yard were full slabs (this will come into play later) and were not remnants, therefore we would not be able to discount.  She indicated to us that these would be over her budget.  We then went back out to the yard to search for another material that fit her criteria.  After searching our remnants,she chose a granite remnant called Silver Paradiso.  She stated that this material was within her budget,and it fit into the black and white color scheme she was envisioning for her project.  We explained to her that the material she picked out was granite and not quartz.  Nevertheless, she was happy with her selection because it fell within her budget and color scheme. We proceeded to put her name on the piece while she was present as is our policy to do so.  We then went back into the showroom to finalize the purchase where we answered several of her questions including stating on several occasions that this was granite that she picked out and not quartz.  She kept on calling it quartz and we kept correcting her. Ultimately, she agreed on the granite remnant piece and signed off on the contract.  Before leaving, she again asked what she was getting, and again we indicated to her that it was a granite. 
  On the date of install, ******************** called the office stating that we brought the wrong material to her home.  After a series of conversations over the phone, ****************** asked for us to remove the vanity countertop and that she was not accepting it. She later came in and sat down with the operations manager,*******************, along with the sales associate, ******************. The conversation led to talking about that day and why that granite was brought to her home, to which ******************** admitted to the operations manager that she got confused on which material she was getting due to her preference for the other quartz product that was shown to her initially.  ******************** even apologized for consistently mixing up the granite for quartz.  This was also witnessed by another employee.  We corrected her at every point she called it quartz.  She showed us pictures of the remnant material she thought she picked out, but the pictures she showed us were pictures of the full size (uncut) quartz slabs.  Therefore, its not possible that we priced out that particular quartz material as a remnant.  We explained to her that if she wanted that particular material, she would have to purchase it at the original quoted price for which she said was over her budget.  We also stated that we could not refund the piece we fabricated and brought to her house because that was indeed what she selected and signed off on.  ******************** then became upset about having to pay full price for the quartz she was originally interested in.  However, we explained to her that in this case our company and our employee followed proper protocol, did nothing wrong,and ******************** signed off on everything that was explained to her.  At that point, she stated that she would keep the countertop that we had already fabricated and brought to her house. We then agreed to go back a second time to her home and reinstall the vanity countertop at no additional charge.  She was not deceived in any way, and we were extremely fair with her.  We had the option of adding an extra trip charge to go back out there as is stated in the contract, but we chose not to.

  Customer response

  03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They are incorrect, I did not pick that granite. I was at another store(*********************** before i went to Affordable Granite and Cabinetry to get a quarts. *********************** they sold me and someone else the same item. To correct there mistake they offered me any granite at there store for $550. This is my proof i did not pick out that granite they made me take at Affordable Granite and Cabinetry. I thought in was getting the Quarts for $860, i did ..not mind spending more money for the Quarts. If i wanted a granite i would have got it from the other store for$550. Why would i pay $860 for a granite from them when i could have got a granite for $550 some ware else.i send you proof of paper work for return money from other store because they did not have no other Quarts there, this is what lead me to another store. Please call the *********************** as they are my witness to what i am saying about the granite they was going to sell me for $550. This is my proof i did not pick out that granite from Affordable Granite and Cabinetry store. I am so upset they are telling me what i picked out, like i do not know what i picked out. i know for sure i picked out the black and white ************* ************** *** *** ******* 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  Thank you for your time
  
  
  
   
  

  Business response

  03/24/2023

  As we stated in our earlier response, the countertop we installed for her is exactly what she picked out.  We understand she really wanted the quartz from the full retail non-remnant stock, but she didnt want to pay for it.  In fact, she came back to our showroom after we went to install the top and showed us pictures from our yard of the material she claims she selected.  Those pictures were of full uncut slabs from our retail inventory not remnants. The contract she signed has been uploaded, and it clearly shows that she purchased a remnant and not a retail/non-remnant slab. 

  
  Although she claims she would have paid more for the retail material, she expressed to us at the time that the material she liked was over her budget.  That is why we went back out to look for another less costly material.  Why would we go out to choose something else if she was willing to pay the higher price for the full retail/non-remnant material?  As an aside, Im not exactly sure how the quote from the other place proves what she did or didnt choose at our place. 

  
  

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer That are still incorrect of what really happened. I picked out a Quartz black and white material I looked at a black white and gray which is what you gave me I never said yesterday when we did the closure I kept stating to you this is for the black and white cars with the veins she said yes when it came to my house it was a black ,white and gray granted material if I would have picked that out I would just keep it since I did not pick it out I'm trying to get what I paid for however you could either give me all my money back take this Granite top that I did not pick out or you could give me $310 back plus tax the cost I lost because you took my $860 put it to this Granite that I did not pick out. I could have got the granted top from the store I went to before I came  to your store. If you are not willing to do neither then I will move forward and take this to small claims court. goodbye

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased kraftmaid cabinets from affordable granite on May 17, 2021. They have been replaced 5 times and arrived damaged each time. I was informed by ***********************, owner of affordable granite that if the next shipment comes in damaged I will receive a refund. I requested this in writing which he has refused to provide. I did text both of them regarding the refund if these next cabinets arrive damaged. Neither one denied that this was stated. I informed ***************** and ********************* that I am not able to store damaged cabinets on my premises and that my contractor will be removing them to a storage unit. Not ONE time did they inform me that they need to inspect these cabinets. I gave them plenty of time (one week) to inform me that they needed to see these cabinets before another reorder was made. On All previously damaged cabinet shipments I was informed to dispose of the damaged items and they did not want them back. Both KraftMaid sales rep and affordable granite came to my home to inspect the cabinets that I had informed both individuals that they were in storage and they can inspect them there. I received a phone call from ************ (the owner) that since the cabinets were not at my premises that they will continue replacing them and he will not issue a refund even if the 6th delivery comes in damaged. I have been without a kitchen since May 2021. I have a text that I sent them after my conversation that states that a refund will be issued if the next shipment arrives damaged and not within 30 days. This was a verbal agreement during a teleconference between myself, ***************** (salesperson) and *********************** (owner). Not once time during this conversation did he ask to come and see the cabinets. I informed ***** from KraftMaid and both **** * and **** * them that the cabinets were moved from my home. None of the parties are honoring their verbal agreement. Its almost a year and I still have no kitchen

  Business response

  05/27/2022

  Thank you for reaching out and allowing us to explain our side of this situation with *** ************** * ******* is correct in her assertion that there were some cabinets and parts that came in damaged.  She is also correct in her assertion that the cabinetry and parts kept coming in damaged.

  I will preface this response by saying that the cabinetry sold to *** ******* is from a well-known and reputable manufacturer that has historically been excellent in quality of product and delivery.  Unfortunately, at around that timeframe until now, they have been having quality control issues, and we have temporarily stopped selling this line until they resolve their issues.  We will not mention the name of the manufacturer because they have been responsive.  Unfortunately, the material recently hasnt matched their overall response in getting replacement parts out.

  Please note that we do not manufacture cabinetry therefore we did not manufacturer these cabinets and are only a reseller.  Thus, we have no control over the manufacturing and/or delivery process.  Therefore, all warranties must go through the manufacturer.

  Once we were contacted by *** *******, we immediately contacted the manufacturer and sent our own sales rep out to the job site.  We went out there on multiple occasions to inspect the cabinets and we also insisted that the manufacturers representative come out to the job site on 3 separate occasions.

  Although the warranty from the manufacturer states that installation of any damaged cabinets and/or parts voids out the replacement protocol, the manufacturer agreed to replace all damaged pieces due to pressure put on them from us on our customers behalf.

  Unfortunately for everyone involved, the cabinets and parts kept coming in damaged.  As we stated earlier, we have no control over this.  The best we could do at this point would be to continue exercising the warranty from the manufacturer with the expectation that the pieces come in good order.  To this day, we continue to communicate with the manufacturer and the customer to try and resolve this.  We are doing everything in our power to service this customer and guide them through the warranty process.

  We went so far as to convince the cabinet manufacturer to issue a refund.  They initially agreed to the refund provided that they go out to the jobsite and inspect the most recent cabinetry delivery.  When our sales rep and the manufacturers rep went to the jobsite to inspect the most recent replacement parts, the customer informed them that they moved the cabinets offsite.  When we asked where they were, the customer claimed that she had no idea where they were and had told her contractor to remove them from her property because she didnt want to look at them anymore.  When we indicated to her that we were confused as to why she would remove the cabinetry from the jobsite knowing that we were there to inspect them, she claimed that she informed us that the cabinets werent there anymore prior to us coming.  This confused us further as she knew that the purpose of this latest jobsite visit was for a final inspection of those cabinets, and we certainly would not have gone out for a final inspection had we known there was nothing to inspect. 

  At that point, the manufacturer rescinded the warranty due to their policy of not issuing refunds without a final inspection.

  In closing, we understand the customers frustration, but we have done everything in our power and are still willing to work with the customer and the manufacturer to at least keep replacing the parts until they arrive in good order per industry standards.  We have proven so by going out to the jobsite several times, pressuring the manufacturer to waive their policy of not replacing damaged cabinets that have already been installed, pressured the manufacturer for a refund that was unfortunately rescinded because the final batch of replacement parts could not be inspected, re-ordering all damaged pieces, and staying in constant communication.

  If the customer is willing to work with us in good faith knowing that we are doing everything we can for her, we will be willing to keep working with her and the manufacturer to finish her project.  We have never wavered from that.

  Thanks again for hearing us out.  If you have any questions, please feel free to reach out to me.  A phone call usually works best ************, press option 9 and ask for me.  If you try the dial by name directory, it will ring my desk phone, however I am hardly ever at my desk.

  Best regards,

   

  *******************

  ********** ******* * ********* ****** ***** *** ******* **** ** ***** * ******** ** ***** * ************ * ************

  her project.  We have never wavered from that.

  Thanks again for hearing us out.  If you have any questions, please feel free to reach out to me.  A phone call usually works best ************, press option 9 and ask for me.  If you try the dial by name directory, it will ring my desk phone, however I am hardly ever at my desk.

  Best regards,

   

  *******************

  ********** ******* * ********* ****** ***** *** ******* **** ** ***** * ******** ** ***** * ************ * ************

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