I'm responding to Mike's unprofessional response. We were never told that a death occurred by Scott. I copied and pasted the EXACT email from him. The products used and finished work speak for themselves through the photos.
We recently finished a small remodel which included a new master bedroom, bathroom, walk in closet addition. My husband was set on having professional shelves/organizers in our new master walk in closet and hallway closet. We reached out to several cabinet companies on Yelp and interviewed them.
We had an appointment with Scott within a few days of contacting the business via Yelp. He arrived very early, I was still working and my husband wasn't home yet (appointment time was 5:00 pm and he was here at 4:00 pm).
We showed him the new master walk in closet, told him what our needs were and within 30 minutes, he drew up a design that we were very, very impressed with. We liked the fact that he heard us and provided a design plan that maximized the space and met our needs. The shape of the walk in closet was strange. He also provided a quote on the spot which we appreciated. We asked about the process to move forward: 50% deposit and the work would be completed within a couple of weeks. He actually showed us a sample of the white wood product that would be installed.
We called Scott to come back a 2nd time to quote us on the hallway closet. Again, within a few minutes, he provided a hand drawn plan and a quote. We asked for a discount to do both the walk in closet and hallway closet and he accommodated our request. Our installation day was scheduled for November 14.
I received the quote via email, signed the contract and paid the deposit via email. it was an easy process with Taffie. I received a call a week later that they would be able to move up my installation date to November 6. We were THRILLED as all our things have been stored in the living room and office. We have been living in a construction zone since August 2016!!
Ethan and Junior, installers, arrived on November 6 around 9:30 am. They started on the master walk in closet and finished with the hallway closet. They were very quiet and completed the work around 4:00 pm. I told them that I would inspect the work with my husband and reach out to Scott with any issues.
My husband came home at 5:30 and we looked over the installation. We saw many problems: gaps in many areas, scratched shelves along the corners and edges, installers ripped off the paint from our closet door trim (and didn't say anything). The shelves looked USED and bought from IKEA versus a "custom cabinet" company charging thousands of dollars.
I took the photos and emailed them to Scott right away. He responded two hours later, "I will pass these pics on to the office and make sure our shop guys are made aware of these issues. It looks like the saw blades weren't changed. That always results in chipping on the cuts. "
I called Taffie the following day and she said she was going to fit us in on Monday, Nov 13 to address the concerns.
A few days later, Scott came by to look at all the issues and discuss next steps to address them. He again said that the blades weren't changed and this will happen once a year, he also said "homeowners shouldn't expect perfection," and when he was an installer and saw defects like these, he would have thrown them out and made the shop re-make them. His comments were extremely unprofessional and we didn't appreciate them. He made comments and wrote notes and said he would forward them Taffie.
The appointment for repair was confirmed for Monday, November 13. I received this email:
"Nov 12, 2017, at 8:09 AM, Sales Kl custom cabinets wrote:
Good morning, . I hate to tell you this but our repairs are going to have to wait until Tuesday. I got a call from the shop manager that he won't be in Monday along with his son."
We were beyond frustrated at this point as 1) the product we paid for wasn't installed correctly in the first place, 2) the responses we received from Scott about the complaint were unprofessional and 3) my husband took a half day on Nov 13 for the installer to come fix the issues. After sending two emails stating my frustrations, requested TWICE to speak to the owner and stated that we are considering having the closets removed and our money refunded, Scott said he spoke to the owner and an installer would be there the following day.
The next day, Ethan and Junior arrived around 10:00 am. My husband was there and we reviewed all our issues with them. Within 2 hours, the gaps were covered with caulk, some shelves were replaced or painted. We are satisfied that the issues were fixed,but it was very inconvenient. The shelves and closets aren't what we expected and if we were to go back in time, we wouldn't have hired them or purchased these products. We would not recommend nor would we use them again. read more