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Complaint Details
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Initial Complaint
06/08/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
I bought cabinets in September 2021 from Prolific. I received the cabinets December 30. I had paid for the cabinets($20,000.00) in advance. No work had been started but on December 26,2021 they called a demanded full payment. I refused. Days later we were told the company had been sold to Cowford Cabinetry. At first meeting, Mr ***** was very kind and generous. As time has gone on with five warranty claims, he has become frustrated and heated. My contractor determined that Prolific employees had measured and ordered wrong. I have contacted them today and their only suggestion was, we can order them would you like to know how much they would cost!!!! I desperately need help. I don’t want anyone to go through what we r going thru. Thank you for help. ******* ******Initial Complaint
08/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**** *****, the owner of Prolific Cabinetry, came by himself to measure the necessary dimensions for my kitchen cabinetry. He measured twice in fact so he could "order once" to ensure my order would fit my kitchen and that the panel door would fit my dishwasher. Dishwashers have been on backorder for months, which delayed the install to just recently. When the installer came by to apply the panel door to my dishwasher (which was the same appliance **** had the dimensions for in order to place HIS order for the right panel), the installer discovered that the panel was too large. Prolific is now telling me that I need to pay for the right size. I am not responsible for this error. Per my contract, "Prolific will provide and pay for all labor and materials necessary to complete the project." The project is not complete. Additionally, the sample of stain and wood they showed me on display in their showroom was expired and did not reflect the same color/stain/quality I received.Business response
08/07/2021
This client does not want to take responsibility for her decisions. She spent 2 months looking at door colors and finishes prior to making her final decision. Our team spent time on 3 different occasions making certain she understood the cabinetry of her choosing was a special order and not returnable. She additionally signed paper work acknowledging she understood her cabinetry was not returnable. We confirmed that the cabinetry delivered matched the samples in our showroom. She also provided us the brand and model number for her dishwasher. The specs provided by the dishwasher manufacturer is what we ordered. We are not certain if she bought a different dishwasher or provided the wrong model number. Unfortunately, this client is unhappy with her choices and we will not be able to assist her any further.Business response
10/22/2021
From: **** ***** <****************************>
Sent: Tuesday, October 19, 2021 3:17 PM
To: Info <*****************>
Subject: complaint #********Thank you ******
I have attached our clients contract and estimate for your review. We have been completely transparent with this client that her choices are a special order and not returnable. When Ms. ****** first expressed concern that she did not care for her color choice, I scheduled the factory representative to come to her home and inspect this kitchen to ensure the standards shown in our display are equivalent or better in her home. The rep came up from South Florida and went to our clients home. He confirmed that the products color and quality were in fact equivalent to or better than what is displayed in our showroom.
Prolific Cabinetry staff and myself explained prior to receiving a deposit and at time of deposit that this purchase is a special order and not returnable. We required initials and signatures from this client that she understood the special order nature of this product.
In summary, I do not know how we could have been more transparent helping this client understand the consequences of her final decision. Prolific Cabinetry will honor our contract and accept that this client is not happy with her choices.
Please call me with any questions directly.
Thank you,
**** *****
President
Prolific Cabinetry & More
**** ******** *** *** *
Jacksonville, FL 32256
************ Office
Customer response
10/26/2021
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Again, I am not trying to return any product. The issue at hand and the impetus for reaching is the mismeasurement of my dishwasher panel cabinet door, which I was reaching out to resolve because Prolific Cabinetry is responsible for ordering the correct product and installing it so the job is complete. They have not completed the job.
Per my email attached in my initial complaint, the rep from Designer’s Choice DID NOT come out to my home to see the product at all. **** was hands-off after warm introducing me to the rep.
Again, I am not trying to return any product. The issue at hand and the impetus for reaching is the mismeasurement of my dishwasher panel cabinet door, which I was reaching out to resolve because Prolific Cabinetry is responsible for ordering the correct product and installing it so the job is complete. They have not completed the job.
Being transparent is basis for trust between a business and their clients, and I really hope **** and his employees at Prolific Cabinetry can hone this quality one day since they have not demonstrated it to me.
To close this exchange out, I want to urge Prolific to satisfy their responsibility both ethically and contractually to complete the project I have paid for them to do.Complaint: ********
I am rejecting this response because:
Regards,
******* ******
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