We were hoping to write a really positive review. We genuinely like David and his team. However,…read morethey really let our family down at our expense, and I don't want what happened to our family to happen to anyone else's.
Our bathroom cabinets were installed late and were installed damaged, with several drawers that were splintered and had peeling veneer, there were exposed nails that cut my hand, and my hot tools drawer wouldn't fit the tools and close all the way. David indicated "they never should have left the shop like that." We were impressed with his accountability.
David's team also installed a countertop tower without meeting with our countertop installer. The countertops couldn't be installed after the tower (not enough room) and the tower had to be removed, causing damage. The mirrors that were installed, had pitting and attemps to paint scuff marks on the cabinets and mirrors made the issues look worse.
David and the company were great to recognize the damage and and other issues. They agreed to fix everything before closing out our account, which had already been paid in full. Again, we were impressed with his accountability.
Over the next 4 months, we followed-up to ask for David and his team to fix the issues that David and his team both acknowledged and originally agreed to fix. They cancelled on us or did not show at least 10 more times, which had to take vacation time off from work to meet. Still, no fixes.
On two separate occasions David or his team showed-up unannounced (interrupting our schedules), but soon realized they did not have tools or materials to finish the job and said they would come back, which they didn't.
We waited another two months and D & M did not contact us one time to schedule a return visit to make final fixes. Serious and unexpected health reasons in our family prevented us from meeting for several weeks and we followed-up as soon as we were able. During that time, D & M did not call, text or email their concerns to finish our work. We were under the impression (given their previous cancellations and flexible scheduling on their part) that things were still moving ahead. However, when we reached out to D & M to schedule our fixes (again), we were told that too much time had passed they would make "complimentary" fixes for an additional $1,200.00, even though they had completed a final punch list just weeks before acknowledging they would fix everything under the original contract.
Prior to our issues at the end of our business relationship, I recommended D & M cabinets to other friends who were remodeling kitchens and bathrooms. They were excited about the work and were impressed that D &M would make whatever repairs necessary if things were damaged or incorrect. However, they saw the issues we had scheduling fixes and opted to go elsewhere. One friend asked for a quote. D & M came out to visit and evaluate the job and agreed to send a quote within the next few days, but they did not follow-up as agreed upon. My friend tried to follow-up, but did not receive the quote, so they moved on to another vendor.
Our lesson here is this: Set-up your contract with explicit timelines that hold D & M cabinets accountable for their work; be clear about payment in full only after all work and fixes are complete; set boundaries to protect your time (especially if you are moving vacations, work and family time to meet their schedule; and document everything through email so everyone is on the same page at all times. While we all want to be flexible and accommodating with one another, especially if you think they're great people, that doesn't change the fact that this is business and the consumer needs to protect themselves. The handshake agreement days are over, and we really hope things turns out better for future customers.
