Business ProfileforImperial Home Center Inc.

We had Imperial remodel our kitchen and attached bath in our Lakewood home last year. The kitchen and bath look nice, which is why I gave two stars instead of one. We had problems throughout the project. We paid for high end cabinets but cheap cabinets were installed that had damaged doors, paint flaws, separated at the seems, and cracked. And a year later we are experiencing those same problems. We were shown a cost estimate on the screen in their office but did not receive a print out of the estimate. We did not get a refund for knobs and hooks that did not arrive or for a shower kit that was not authorized. We were overcharged for cabinet slide outs, and was charged an extra $900 upon completion of the project for which I did not get an explanation. Once we signed the contract neither Paul, the owner, or Marc, the project coordinator, we’re involved in the process unless I called to find out when things would get done or had a complaint. Instead of a crew, only one guy did the majority of the work himself. And they expected this guy to work on multiple projects at the same time causing delays. It took May-September to get the job finished. And we are still dealing with problems. It took three times to get the under counter lights to work without our kitchen electricity going out. The shower installer had to keep re-ordering the shower door because the one he received was wrong. We had a baseboard heater installed in the bath that was defective After complaining all winter, it took until spring to get it fixed. But the biggest issue is a couple weeks ago two guys came out to replace a cabinet that was cracking and put a long scratch in the floor. Imperial refused to repair it! Paul, the owner referred the matter to his insurance company who of course said Imperial denies any wrongdoing. If you are considering this company be forewarned they are not trustworthy. They may sound like a good deal but you’ll end up paying more in the long run.

There are several statements in this review that I strongly feel are embellished or simply untrue. To follow is my response: 1) We did not sell them high-end cabinets and deliver cheap cabinets. We delivered exactly what they were shown and as described the sales agreement, Waypoint Cabinets, Series 470F, Painted Maple. We honored the warranty and without objection the cabinet manufacturer provided new replacement doors and door fronts for us to install. 2) Bathroom accessories (robe hooks, towel bars, toilet paper holder, grab bars) were not included in the original sales agreement. The customer was to buy these items on her own. Because of that her request to be reimbursed for these products was denied. 3) The cabinet "slide-outs" referenced above included; a chrome corner lazy Susan shelf, a 33-in reduced depth roll out tray, an 18-in reduced depth roll out tray, and 4 hours of labor to install them. She was absolutely not over-charged for this add-on. She approved a written change order for these products and labor. 4) The project time-line as follows; 3/17/22 the agreement was signed and products ordered, 3/21/22 Change Order One - Change countertop from Black Pearl to Blue Pearl, 5/23/22 job started, 6/14/22 Change Order Two - Install vinyl white 60"x80" patio door with screen and build small back deck (we informed the customer that the lead time for the patio door was over 2 months) (we installed a temporary barrier in the door opening until door could be installed), 7/1/22 kitchen completed to template for countertops (floor, walls, and cabinets installed) (temporary sink installed) 7/18/22 Countertops installed 7/7/22 Change Order Three - Purchase alabaster cultured marble top for bath (customer decided not to re-use old existing top we informed customer that lead time for top would be 3-4 weeks) 7/25/22 Tile backsplash complete, all plumbing hook-ups complete, outlets dressed - kitchen fully functional) 7/26/22 Shower door measured and placed on order 8/16/22 Stainless steel shower door components arrived damaged from manufacturer and had to be re-ordered 8/26/22 Curb filler cut incorrectly from manufacturer and had to be reordered 9/2/22 Glass return panel had to be resized by manufacturer and had to be ordered, 9/7/22 Patio door arrived, picked-up, and installed. 9/12/22 Shower door installed and bathroom fully functional. 5) In response the statement, “Once we signed the contract neither Paul, the owner or Marc, the project coordinator, we’re involved in the process unless I called to find out when things would get done or had a complaint”. This is completely untrue. The project coordinator met with the installer at the customer’s home countless times early in the morning. The customer was obviously unaware that he was there. Paul, the general manager (he is not the owner) came to the house when he was requested to do so. Paul’s involvement in the project was to provide back office support and to assure all materials and products were purchased and furnished to the job when needed. 6) In response to the statement, “Instead of a crew, only one guy did the majority of the work himself. And they expected this guy to work on multiple projects at the same time causing delays” Our installers determine if they need additional help to complete a project. The installer chose to work alone on this project. The statement that we “expected this guy to work on multiple projects at the same time” is baseless and untrue. We assign an installer one job at a time. The installer took a total of 6 weeks (30 working days) to complete the kitchen up to counter-top templating. The counters required 2 weeks to be fabricated and installed. Once the counters were installed he required another two weeks to complete the kitchen. He returned to install the patio door around 5 or 6 weeks later. (Keep in mind that the patio door was not ordered until after the project and started, was a change order requested by the customer, and had an extensive lead time. This was a special sized and custom ordered door. 7) In response to the statement, “It took three times to get the under counter lights to work without our kitchen electricity going out”. We installed a low-voltage under-cabinet lighting system. The light bars are installed using double-sided tape (per manufacturer’s instructions) and “daisy-chained” using small jumper cords between each cabinet. Apparently the light bars were somehow coming loose off the cabinets disconnecting the ends of the jumpers. Our installer reattached the lights twice using the tape and within a couple weeks they would reattach causing the lights to go out. On his third service call he used small screws to permanently attach the light bars preventing them from inadvertently knocking loose. This was a warranty problem that was fairly quickly resolved. The kitchen electricity was not going out, only a few of the low voltage lights. 8) In response to the statement, “We had a baseboard heater installed in the bath that was defective After complaining all winter, it took until spring to get it fixed”. We were notified on 11/18/22 that the 24-in electric baseboard heater we installed in the bathroom was not heating up properly. We sent our installer to the customer’s home to diagnose the problem and resolve it. The problem was apparently not resolved. There was some heat coming from the unit but not nearly as much as it should have. In March of 2023 I used an infrared thermometer tester and determined that the unit or the thermostat were apparently defective. We purchased a new heater and thermostat and installed them on 3/27/22. The heater works fine now. 9) In response to the statement, “But the biggest issue is a couple weeks ago two guys came out to replace a cabinet that was cracking and put a long scratch in the floor. Imperial refused to repair it! Paul, the owner referred the matter to his insurance company who of course said Imperial denies any wrongdoing”, we absolutely deny scratching this customer’s floor. On the morning of 8/1/2023 I sent our Installation Manager and his helper to this customer’s house replace a cracked wall cabinet that was still under warranty. Within the first hour of the service call the customer came into the kitchen and accused them of scratching the floor. The floor had an approximately 6 foot scratch starting from the bottom corner of a rolling cart located in the center of the kitchen that continued through the doorway of the adjacent dining room. The door to the dining room was closed when our workmen had entered the kitchen through a separate path from the outside landing and steps leading into the kitchen. Something was obviously dragged from the kitchen into the dining room causing that scratch. Our installation Manager told the customer that he was nowhere near that area of the kitchen and he was not responsible for the scratch. The customer immediately called the office, asked for me, and reported that we had scratched her floor. Within the next two hours our project coordinator met the customer at the house and examined and took pictures of the damaged floor. Our project coordinator informed the customer that the installation workmen deny damaging the floor and that Imperial Home Center cannot take responsibility. I met with the customer on 8/3/23 and examined the damaged floor and agreed with the workmen and the project coordinator that Imperial did not make the scratch. I informed the customer that Imperial will put in an insurance claim and allow a third party to determine fault. The insurance investigator determined that Imperial was not responsible for the damaged floor and refused the claim. Finally, I take exception to this customer implying or outright stating that they were cheated or overcharged for this project or that we caused the project to take too long to complete. Every additional cost beyond the initial contract was itemized in four written change orders that the customer approved and signed. We delivered a fully functional kitchen in approximately 8 weeks. What extended final completion was the change order for the double-door. Had this been requested with the initial contract the door would have been ordered right away and the work would not have started until the door was manufactured. Imperial honored its warranties and performed warranty services professionally and timely. Irrespective of what is being said, we kept our customer constantly informed throughout the project. Extended lead times caused by manufacturing problems and supply chain issues were consistently addressed and resolved. Of course I do agree with her statement that the kitchen and bathroom look nice. We are proud of the finished product. It really did come out nice. Paul *****, General Manager, Imperial Home Center