Refused to give us a missing cabinet door. Charged us $30 for it, even though they promised us already they would give it to us.
The issues go beyond this one problem. First, they promised us a delivery date after we tell them how important the timing is (trying to sell our house). They didn't call us to notify us it was going to be 2 weeks late. We had to call them to find out why they were not delivered on time. They offered a "sorry" and nothing more. After this debacle (which cost us thousands of dollars), we find out that they "designed" a "dead" space bigger than an entire stove. My wife thought they meant "blind", not "dead". But there were several ways of designing it so there wasn't 8 sq. ft. of totally wasted space (in an already small kitchen). Furthermore, they designed a random cabinet to be in the middle of the floor (not against a wall), because of this same terrible design.
Immediately after we spoke with our contractor, he told us there was one cabinet which was missing a door. We told them about it and they said no problem, we could get it when we came back for the missing shelves they forgot to give us as well. When we finally came for the door, they refused to give it to us, telling us that we were lying to them and that we were trying to profit a cabinet door. Big fight with my pregnant wife over it, too, upsetting her quite a bit. Why on earth would we try to profit a cabinet door?
They refused to give us the door without paying for it. Since we had a credit pending for a different exchange we did, they took it out of that credit. My wife spoke with everybody there, including the owner. They simply wouldn't honor the missing door, nor offer us any compensation for being inexplicably late.
$30. That's it. That's all we are asking for. Aside from simply doing better business (designing better cabinets, notifying customers ahead of time when your promised delivery dates can't be met, etc.)
Consumer's Desired Resolution:
1. $30. That's it.
Answer: Request Denied Reason: The acceptance of all merchandise purchased at A Handyman's Haven (AHH) by a Customer is consummated when the Customer has inspected and verified that the invoiced merchandised has met or exceeded their expectation. After the Customer has determined that the above is true, their initial of that item is obtained. Mrs. ***** and/or ***** (installer) inspected and initialed purchased items on the AHH Warehouse form. The AHH employees involved were two (2) warehouse employees and the Warehouse Manager.
AHH Company policy is that no item leaved our premises unless it meets the Customer's Invoiced requirements. AHH stocks four (4) styles of cabinetry with all necessary parts that may be
2. Aside from simply doing better business (designing better cabinets, notifying customers ahead of time when you promised delivery dates can't be met, etc.)
The kitchen measurements provided by Mrs. ***** with her concerns considered dictated the cabinet arrangement of the kitchen. The complexities presented, wall structure modifications, and requested improvements dictated the cabinet arrangements. Mrs. ***** understood the complexities and selected the best course of design based on her concerns. There was one (1) major safety issue where Mrs. ***** proposed a solution and I designed the change into the layout.
Three (3) major customer initiated changed occurred after the initial design that required in-store and incoming truck inventory checks. She fully understood the difficulty with her requests.
Customer's Original Complaint:
I am going to dissect each statement and provide a response. Each of the responses can be substantiate with AHH documentation upon request. Three dots "..." reference the wordage in the original complaint.
1. Refused to give us a missing cabinet door. (sic)
Answer: If "give" means free of charge, the request is a function of the actual reason for a complimentary door. Five people, two of *****'s and three AHH Employees verified that the cabinet of discussion was complete with two operating doors during the time of inspecting all of the cabinets. The inspection is prior to any loading of cabinets by the installer.
2. First, they promised us with a delivery date "..." (trying to sell our house),
Answer: AHH does not provide an exact delivery date, only a truck PO number with an approximate date. Too many entities are involved governig the delivery date. Some are manufacture's schedule, trailer arrival, tractor availability, driver availability, truck breakdowns, driver sickness, weather, road closures, etc.
3. They didn't call us to notify us it was going to be 2 weeks late.
Answer: An incorrect statement. The truck arrived five (5) days later than anticipated. The *****'s were called when the cabinets arrived and were ready for pick up. The *****'s delayed pick up about seven (7) days from the initial call. At each customer-initiated change, the updated delivery schedule was provided.
4. They offered a "sorry" and nothing more.
Answer: Stating "sorry" indicates our sensitivity to the situation at hand.
5. After this debacle (which costs us thousands of dollars), we find out they designed a "dead" space bigger than an entire stove.
Answer: This statement is broken up into two comments.
5A. "..." cost us thousands of dollars
Answer: A subjective statement that may be difficult to quantify, especially with their delayed pick up and requested design change after their pick up.
5B. Yes, the dead space square footage is greater than the st ove's footprint square footage.
Answer: This fact has no practical significance in designing a kitchen. The space of concern is such that the smallest blind corner cabinet would not be operate as designed because of the close proximity of the stove to the alleged blind corner. The cabinet door would not be able to open properly and the drawer would be restricted from opening its fullest extent, creating an expensive purchase with no value.
6. There were several ways of designing kitchen so there wasn't 8 sq ft of totally wasted space (in an already small kitchen).
Answer: I provided two alternate kitchen designs to Mrs. *****, but neither was acceptable. If Aaron ***** had solutions to the situation, he never came forward to offer them. In fact, he depended on Mrs. to be his spokeswoman. Inaccurate measurements and numerous changes created a fluctuating environment.
7. My wife thought they meant "blind", not "dead".
Answer: I discussed the difficulties with the corner from the onset. I offered several options if the *****'s would be open to changing the floor plan. All suggestions fell on deaf ears. I did produce additional designs, but they were unacceptable. In my opinion Mrs. ***** fully understood the problem and the definition of "blind" and "dead" associated with kitchen cabinet design.
8. Furthermore, the design a random cabinet to be in the middle of the floor (not against the wall), because of this terrible design. (sic)
Answer: No cabinets are in the middle or were considered for design to be in the middle of the floor. The statement is inaccurate.
9. Immediately after we spoke with our contractor, he told us there was one cabinet missing a door.
Answer: An inaccurate statement, there was no missing cabinet door. The cabinets were inspected and picked up on Aug 6, 2015. On Aug 22, 2015 sixteen (16) days later, AHH became aware that the *****'s are alleging a missing cabinet door. On Aug 22, 2015 I explained what was initialed and spoke with one employee and the Warehouse Manager with Mrs. ***** present. The conversation was observed by another Designer.
10. We told them about it "..." back for the missing shelves they forgot to give us as well.
Answer: The *****'s were to return a set of pantry shelves that they failed to return with a returned pantry that could not be utilized due to the inaccurate measurements initially supplied for the kitchen design.
11. When we finally "..." telling us that we were lying to them "..." door?
Answer: Never did I accuse Mrs. ***** of lying. I explained that AHH Procedures were followed and the procedures were verified with two warehouse employees that there were responsible for processing the accepting process.
12. Mr. Aaron ***** referred to his "contractor."
By Arizona Revised Statues the value of his project exceeds the Handyman Exemption value requiring the project be conducted by an Arizona Registered Contractor in good standing with a ROC number, License, Bonded and Insured.
13. Documentation on the pertinent matters discussed in this rebuttal are on file and available upon request.
Just read the response from Handyman's Haven in regard to this complaint. Unfortunately, the original response went into my Spam folder, so this was the first we saw of it. We thought they would ignore this complaint and I was going to follow up to make sure.
1. We did not inspect the cabinets in relation to where they should go, or which cabinets were potentially missing any parts. They told us to inspect it for damage, which we did. There wasn't any damage. Just a missing door, which we found later. It's obvious the door was missing because the holes weren't even drilled. If AHH employees inspected this, they did a terrible job, since this was a major oversight. We trusted AHH to be competent at their job and we expect we would not have to check for obvious things, like missing cabinet doors where there should have been.
2. If Mr. ****** is trying to say that the delays were caused by us, that is simply false. We did create a couple of small delays due to some changes around the fridge, but not the additional delays which were NOT communicated to us until after they happened (missing deliveries, etc.). Please don't try to say that you didn't cause any delays without communication because that's simply a lie.
We had to delay our installation *because* of the delays from AHH. Contractors can't simply sit around and wait for cabinets to be delivered late. The contractor moved on to other projects because of the delays caused by AHH.
In terms of design, there were a couple of other ideas which were floated which had other terrible drawbacks, like the window hitting the microwave, etc.
We relied on the "experts" to design a space with a blank slate and a couple of considerations. Mrs. ***** is not an expert in designing kitchen cabinets and deferred to the better judgement of AHH. Obviously, creating 8 sq. ft. of dead space with an entirely blank slate is bad design. We aren't asking for anything to be done, except to do better at your job. Don't expect the customer to be a better designer of cabinets than you are yourselves. You should be ashamed of yourselves at this point.
Mr. ****** claims there aren't any cabinets in the middle of the middle of the floor. Attached is a picture to prove it. We had to build a custom countertop to accommodate this asinine design. This was also on the same wall as the dead space. We got 8 sq. ft. of dead space AND had to essentially extend a wall all because of this bad design.
10. We returned all shelves which were agreed to be returned, Mr ****** is lying about this. If we need to provide separate affidavits in support of this, we will.
11. You obviously called us (and are still calling us) liars about the missing door. Think about it this way, Mr. ******: Do you really think we would go through all this hassle over $30? Take a moment and ponder this. Why would these people, who spent thousands of dollars at your store be so unhappy about $30? It's because you made a mistake and instead of doing the right thing, you chose to do the wrong thing. Calling us liars instead of simply giving us the missing door was the incorrect approach.
Mr. ******, not only did you handle things incorrectly at the outset, you continue to handle them in the worst possible way. As a result, we not only will continue this claim, but we are going to go the extra mile and we will give your business bad reviews on every single website and organization we can possibly use. We will spend countless hours notifying as many people as possible about your terrible business practices and warn them not to use you AT ANY COST.
Now you tell me...was it worth it? We've already had two other cabinet jobs which would have been yours, and you will lose countless other business opportunities as a result of your failure to properly conduct business.
Mr. ******, you need to realize two things:
1) Charging a customer $30 for a product they say is missing is not only petty, but it's an insult. Again, consider our motives and stop being so defensive for just a moment. WHY would we lie? I would burn $30 right before your very eyes to prove to you it isn't about the $30. The BBB requires we provide some way for you to make the customer happy. Alternatively, we'd be happy to uninstall these cabinets and get our money back. Otherwise, we see no other recourse than to ask for the $30 and an apology.
2) Continuing to fight with a customer only gets them more upset at you, thereby causing you even more grief and lost business in the long run (by a wide margin).
Attached are three affidavits in support of the missing cabinet door, certifying that three independent individuals confirm there was not only not door, but there were no holes even drilled for the door.
Final Business Response
We are in receipt of the *****'s response to our rebuttal from September 4, 2015 and CLOSED by the BBB on September 15, 2015.
At this time, there is nothing new in which to respond. Mr. ***** has now had his wife make a complaint to reopen a closed and settled dispute. Mr. ***** states he had the response in his "junk" mail for 3 months, however the BBB has Mr. *****'s correct email from the initial complaint and we find this to be a lie and his continued reports to be harassment and slanderous.
We are deferring to our original response and can attach the other postings that Mr. ***** and his wife continue to make on numerous social media sites.
******* ******, Owner