ComplaintsforBomberger's Store Inc.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kitchen remodel. Worked with their showroom staff to make selections and their designer for the new layout. Signed contracts and paid $9,356.00 deposit on 8/14/2021. On 8/21/21 signed updated paperwork from their error and paid additional deposit of $2,594.00. Scheduled for work to begin 11/27/21. Schedule was accurate but workers arrived with no plans, asking us what to do, needing help, etc. No project manager on site at any time. Constant communication challenges about quality of materials, repeated requests for repairs, workers coming to repair and not having correct tools and equipment. When I repeatedly asked for cabinet doors to be replaced with the quality and description of their showroom sample I was told the manufacturer doesn't make them that way anymore. I was told their showroom sales team should not have told us the cabinets would have sold wood doors. I was told twice that the sample was made to look a lot nicer than the quality that the cabinets really are. They agreed the cabinets didn't meet standards and would replace them. They said they were not happy with what they were getting as replacements, and then said that they didn't say that gthey would replace them and could only touch them up since the manufacturer doesn't make them that way anymore. I asked repeatedly for the project manager to do a final walk through inspection since I am not the expert and was told instead to provide a list of what I wanted them to fix. I pointed out that the granite was not cut correctly for the undermount sink and was told, "I have that sink and that's what mine looks like." I asked repeatedly for the crown mouldings to be caulked and was told they can do it but usually don't because of the give and take off the wood. They also said the caulk would discolor and it wouldn't look good. We said we wanted it caulked 4 different times. They still haven't done it. Many more details available.

  Business response

  07/18/2022

  I manage the flooring and cabinet remodeling division of our business and I am aware of this project for ******* *******.
  
  We are a family owned and operated company and we have been in business for nearly 140 years. Our customer base is our neighbors here in our community. Serving them with integrity and accountability is a priority for us. Receiving notice of a complaint was certainly disappointing. As a practice, we don't invoice a job until our customer is satisfied with the work. If there is a problem with the project, it is important to us that we take accountability for it. To date the customer has not received a final invoice. 
  
  There were breakdowns in communication and we accept responsibility for that. Some of the components of the cabinets did not meet our standard of quality as a business due to paint defects. Regardless of fault, our role as a retailer is to act on behalf of the end user when there is a manufacturing issue. We relentlessly exhausted every channel with the manufacturer until they agreed to provide custom painted parts that met our standard. They actually paid a custom finisher to drive from Florida to Pennsylvania to do the work in our store. Our installation manager, project estimator, best installer and myself have been on site several times to discuss issues the customers may have with the tile and cabinet work. We did ask the customer to compile a list of issues she had with the project so that we could discuss on site. That seemed like a reasonable request so that we could make sure all of her concerns were addressed. Our approach on site is to come to a fair resolution. If something is substandard we take responsibility for it. If something is within industry standards and we would accept it in our own home, we communicate that to the customer. Some of the customer's issues we were able to address, and some may have been unreasonable expectations. The customer expressed to us several times that they were looking for us to be the experts and we communicated to them why we felt like caulking joints between new cabinet components was a bad idea. Their reaction gave us the impression they understood and agreed. The next time we would meet it would be presented as an issue again. We walked away from each interaction believing we were on the same page.
  
  Our perception is that there were several things we could have done better on the front end of this project related to communication. Through the execution of the job we were faced with issues outside of our control but have gone above and beyond to resolve them regardless of fault. We delivered a beautiful kitchen and we've continued to work with the end user because we care about their satisfaction, It's their home, and issues or perceived issues are personal to them. We haven't billed for the job as we've continued to work with them. It's premature and unfair to report this to the BBB. Regardless, we will continue to work with this customer until there is a fair resolution to their concerns.
  

  
  

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