ComplaintsforQall Life Cabinetry & Countertop

• Initial Complaint

  09/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this business $6,153.49 in 4 payments on October 20, Nov 6, Nov 16 and Nov 17. This business required a 100% pre-payment before any work was done. Initially all of the work was promised by Qall Life to be completed in 1 week. I had my cabinets installed on November 18th with deficiencies. I raised concerns about the quality of the installation with Qall Life staff and that the new cabinets didn’t fill in the old cabinets footprint which was the promise Qall life have made initially and also what made me decide to proceed with the quote from Qall Life. There were gaps between my newly replaced laminate flooring and the new cabinets all around perimeter. The installers have covered some gaps but not all. My concerns were dismissed. I figured I can fix the deficiencies myself and was eagerly waiting for the measurements to be taken in my home for the countertops to be made and installed. But I wanted to speak with the business owner or manager and have them respond to my quality of service complaint. Qall Life would not schedule the countertop measurements or reply to my e-mails or phone calls and each day of delay was really significant as I could not use water in the washroom or kitchen. The staff I dealt with, Lena H** also refused to provide my with the name or contact information of the business owner or manager. I went into the Qall Life store on Bridgeport Rd. in Richmond on Saturday, November 20th and requested for a full refund of the service which has not been delivered ( per the invoice Kitchen and Countertop item at $2,088.66) . I was promised by the staff Lena H** to receive this refund plus GST. I have a proof of that conversation. Right after I left the store she started sending e-mails that Qall Life will deduct the 15% for restocking fee. There was no talk about restocking fees only a few minutes ago in the store, not did I sign any documents which talk about restocking fees for undelivered services. I have not received any refund yet

  Business response

  23/12/2021

  Hi there, 

   

  The refund of countertop has been issue, cheque has been sent, customer has deposit the refund. 15% of stocking fee was charge as quartz slab were order and deliver to our fabrication warehouse. Cabinets design is design base on customer require, design were initial approved by customer. Flooring gap should be fix by contractor or professional floor installer. Cabinets have no defect or quality issue. Gap between floor the cabinet is not deficiency. 

  Customer response

  29/12/2021

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received the refund and I could not have deposited this "check" Qall Life claims to have issued!!! 

  
  

  The business never provided a refund statement to me and looking at it now I do not accept a 15% deduction from the total amount owed to me. Qall Life claims they have ordered the material for countertop and have delivered it to their warehouse. **** ****** ** **** ******* **** ** ******** ***** ******** ***** ** ******** **** ** ********** *** ******* ******** **** **** *** **** **** ***** *** * **** **** *****.  The two staff I dealt with sit in Qall Life show room and their names are Lena H** and Doris X**** 

  Moreover the total amount owed at $2,080.66 included SUPPLY, MEASUREMENT, FABRICATION, INSTALLATION. Also I paid GST on that amount. The "material restocking" fee at 15% would not apply to Measurement, Fabrication and Installation. The business never informed me before I paid 100% of money and before any work started that if I decided to cancel the whole project or a part of it  -  they would charge me a "restocking" fee. 

  
  

  **** **** ** ***** ** * ***** *** ***** **** **** *** *** ********* *** *** *** ***** ********* *** ***
  
  Sincerely,
  
  ***** *****

  Business response

  29/12/2021

  Here is attached of proof cheque record and refund invocie and mail to customer. If customer did not received, please contact us directly. 

   

   

  Thanks

  Lena 

  Customer response

  30/12/2021

   
  Complaint: ********
  
  I am rejecting this response because:
  

   

  First Qall Life claimed that I have received the refund and deposited the check. Now they state I need to contact them directly if I the refund was not received?

  I need QALL LIFE to issue a refund check in the amount which I paid for the countertop portion at $2,080.66 +GST ASAP and I will pick up the check in person from this store. if this doesn't happen within 3 days, I will have to take further steps including legal action in recovering this amount plus any pother relief the Court will deem appropriate. 

   

  * ** ****** ****** ******** ****** ** ******** **** **** ******** ** ********** ********** 

   

  Sincerely,
  
  ***** *****

  Business response

  04/01/2022

  This cheque has been mail over a month, I believe the customer rejected to deposit the cheque as you can see from the conversation she sent back that she want a refund of $2080.66. The refund credit was issued with the amount indicated on the invoice. 15% restocking fee was charge as the countertop order cancel after order was processed. As again per our last respond if the customer did not received the cheque in the mail with the amount stated in the invoice, she is welcome to contact us for a replacement cheque. 

   

  Thanks

   

  Customer response

  05/01/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The response from this business has been disrespectful *** ********* ** ** ********* ** ** *** **** **** *** **** *********. It is very disappointing and upsetting to me. I do intend to proceed with the legal action against this business.

  The complaint has not been resolved. This business still has not refunded my money regardless of BBB involvement. *** *** ***** **** ********* ** ********** ** *** ******** *** * ******* **** **** ******** ** ****** ** ****** ******** ****** *********** *** ***** ********* ** ** ******
  

  Sincerely,
  

  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩