ComplaintsforHemlock Acres Furniture

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We visited the business and talked with Mr. B**** in person and provided him with measurements and layout of cabinetry which was to be painted white and also transported him to our residence to verify measurements. On October 4, 2021 we were given an invoice for $12,590 and at that time we gave him a deposit of $2,000 to make the cabinets. Upon notification of the cabinets being done, installation was scheduled. Installation was completed which was an additional $1,965 and it was then noted that a couple of the cabinets were made wrong which were taken back for corrections. Another cabinet was made to tall and cut off during installation. Our sink was back ordered and needed for the building of the sink cabinet. While waiting we noted numerous flaws in the cabinetry. It appears that cabinets were built using wood that was not properly dried and as they dried caused seams to separate, doors to warp and numerous shelves to also warp. Trim flaws were also noted and it appears that the wood was "chewed" by wood cutting blades that were not sharp enough. Mr. B**** took some of the doors and attempted to fix the flaws but as time went on, more flaws were noted. I traveled back to Hemlock Acres and discussed the issues with Mr. B**** who indicated that a humidifier should be run in the house to add moisture to the wood and explained that wood is a natural element that acts as "God intended". Another couple weeks passed and more shelving warped. I then returned to the business and respectfully requested a refund. Mr. B**** again said that a humidifier needed to be run in the home. He said he would need to think about a refund and again said the issues were the heat in my home. I have also contacted the Attorney General's office in hopes to resolve this issue without having to hire an attorney to file a complaint within Jefferson County. We would just like to give him his cabinets back and for him to give us a refund so that we can purchase a kitchen elsewhere.

  Business response

  05/03/2022

  In regards to the kitchen I've made for a customer.  First of all I have many a customer that's a happy customer.  Customers that are reasonable and realize we are all human and I as a flawed human being am also one that makes mistakes.  But I aim to please and put in a lot of effort to make my mistakes right.  And so I did with all customers.  I told him I'd give him some money back or reduce it and he said the money is not a problem.  And we redid some of the kitchen and they were happy until customer started in the winter months His shelves started warping and his styles started shrinking due to his dry heat.  I told customer this is solid wood that God made and he gave us wisdom to take care of it that he needs more moisture in his heat and then he was upset.  And says my lumber wasn't dried right but if my lumber wasn't dried right then my glue would not hold on my kitchens would fall apart.  Glue does not stick to wet boards.  Solid wood is not like press wood like they use at the factory I work with solid wood on it's God made and I have my part to do but if the customer does not do his part or at least reason I'm done.  There are lots and lots of people that make their living of of lumber working with their hand and respect and care and admire the beauty of God's wood that he made.  But those that do not work with their handy I find hard to deal with and do not understand so if I make a wrong cut or size or so called thing I can fix it but if the problem is with the wood like this kitchen I can not help it.  It is God made and we have to work with it.  And I still say that problem can be solved if he puts a little moisture in his heat.  The problem you have can only be cared for by one person that is the customer.  I did  my part now is up to you to do yours.  Put some moister in your room.  It took 3 months to get it to were you got it and It'll take just as long to get it back to where it was when you got it.  Please be patient and try it.

  Thanks,

  Someone who put in a lot of effort to please his customers

  Business response

  05/10/2022

  Customer visited shop in the spring of 2021 an brought kitchen print. An then took me to his house.  I looked it over and took some mm and he talked like he was going to have bulk head taken out.  then there was nothing more said untill around mid or end of Aug I called him an asked him if he still wanted to do his kitchen and he said he did.  So he came out an changed some things on his print an we started right away wife wanted a mutton door in corner. later she came an changed it an I had already  made the door.  So we ended up making another door.  The print called for a standard sink then later they came an changed that.  Afer we completed as mutch as we could Ben B**** instaled the kitchen when he go their the bulk head wasn't takin out then they had to take some of the top of witch the crown mold would cover I didn't think it a proublem.  Then after a week or so customer came to shp an said he hes a couple things he's not happy with.  So I went with him an looked it over.  with man and whife standing their I said I'll do 1 of 2 things  Ill either give you some money back or I'll do it over.  An th wife said the money is not the proublem.  Do it over.  So we went back an took the 2 cabnit down that were a proublem an redid them along with about a half dozen doors.  then Ben B**** wen't back on instaled the cabnits we did over an they both seemed pleased  He even complimented on a few things he said he wen't this kitchen that when his friends come over he can show the how perfect his kitchen cab are.  Every thing was fin untill he had it for 5 mounts  shelves were warped an the styles started shrinken du to his heating condition.  I can't see in replaceing anything until a humidifer is installed.  I told customer he had to have that an he said he had it instaled for 1 mounth an it didn't change.  If it took 5 mounts to shrink it it is gong take longer than 1 mount to get it back i told customer soild wood is God made and it is not like press wood  God gave us wisdom to take care of it.  When a 2.5" board shrinks or a ply wood shelf things an pretty oveias or plain to see that the heat is a proublem.  If a humidifer is instaled on set up right it will all go back to normal I do not gerntee or weronte the wood if it shrinks or swells because of heat or dampness I can not controll that.  Its yours to allong with this letter youll find a print out of the drying specks on the lumber we used for your kitchen.  I have many happy an repete customers Iv made cabnits for 24 years I love my work an I work with my customers I find if you can't reson an or are unreasonable I can't do my part either.  I made this customer's kitchen just as good as any other I have no othe complaints about shrinkage or shelfs warpeing an I can say I never heard of a shelf warping before and also if my lumnber would not have been dry my glue would not have held.  I have given my best it's your house your kitchen and your responsibility to take care of.

  All sales final   No returnes

  For more info on how your lumber was dryed lumber call **** ###-###-####

  For ref call contractor **** ******* ###-###-####

  Best wishes

  Enos *. B****

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