Complaints

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• Initial Complaint

  Date:30/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Original Transaction: June 28 & 29, 2022
  Last Date of Service pertaining to Original Transaction: November 14, 2022
  Amount Paid: $ 9, 261.00 (90% of total invoice)
  
  Business commitment to: (1) Remove existing cupboard doors and hardware, drawer fronts, and counter tops, (2) measure, order, and install new: Upper Cupboard doors, Reface Lower Cupboards, Lower Cupboard Doors, Drawer Fronts, Handles and Hinges for cupboards and drawers, and Counter tops / backsplash, and (3) install sink.
  
  Nature of Dispute: Upper Cupboard Doors do not cover existing cabinet frames **** ******** Door length and/ or width not measured correctly. Owner, Mark *********, completed measurements for cupboard doors. Dissatisfaction expressed immediately after installation. Original cabinets fit **** ******. ********* states the reason the upper cabinet doors don't fit is because my cupboards are old. I consulted a second cabinet maker / installer; professionally, states there is no reason cabinets could not be measured to cover existing cabinets.
  
  Upper cabinet doors were adjusted; decreasing gap between doors and exposed more of frame. I continuously expressed my dissatisfaction with installed doors, requesting replacement doors and inviting ********* to site multiple times. Only in an email Oct 17/22 did ********* state "he will not replace any doors" further referring me to "previous emails I have provided explanations for the door measurements". *********** No specific email referenced.
  
  Invoice#: ***** 
  TimeLine of Events:
  - Renovation Jun 28 & 29, 2022, work specified above
  - A multitude of issues arose regarding workmanship and installation, including but not limited to:
  * Disregard for product and surrounding area:
  ? Replacement doors propped in various locations (on top of cabinets, leaning beside fridge, on counter)
  ? Stove top chipped
  ? Ceiling damaged
  ? Sawdust / Debris on patio, covering hanging plants
  o Unfinished MDF board used to replace an existing finished board under counter top
  o One counter top not cut to correct size, too short
  o Installed counter tops different heights and both sloped excessively
  o Backsplash not cut as requested and installed regardless
  o Drawer handles installed at various heights, crooked, poorly anchored
  o Drawer fronts and handles not compatible; re-ordered
  o Installed replacement drawer fronts did not match (linear line) with adjacent drawer front
  o Upper cupboard doors not square to cabinets; doors undersized in width and/or height
  o Inconsistent spacing between upper cabinet doors and cabinet face **** ******)
  o Cabinet door above microwave wrong height; Contractor stated will be reordered. On my follow up, informed doors ordered Sept 8th
  o Requested replacement of upper cabinet doors upon installation; invited ********* to view. ********* declined, directing me to take photos and email. ********* stated he would not be coming to the site.
  - ********* stated I was jumping ahead in the process requesting replacement doors and that the existing door adjustments would be done first. My observation, adjustments don't change the size.
  - ********* stated it sounded like I still wouldn’t be happy with adjustments, at which time doors would be replaced
  - Adjustments accentuated size discrepancies. Cabinet frames exposed at tops and/or side of cabinet, inconsistent spacing between cabinet doors in the one continuous bank of upper cabinet doors.
  - October 13 emailed Mark ********** expressing I had deferred to his professional expertise and was not satisfied with upper cupboard doors. I invited him to view and remeasure. ********** 
  - October 17th, ********* emailed that he had provided explanations for door measurements and that I should refer to these emails. ********* stated they would not replace any doors and that this would be the last response provided with any questions about doors. ********** - Last service date November 14th, installing replacement drawer front for top drawer

  

  Business Response

  Date: 02/12/2022

  We have received and reviewed the customer’s concerns. The
  following is our response to the customer and to the BBB.

  Our company provides Cabinet Refacing products and services.
  Cabinet Refacing is a process of working on existing cabinets. This is not a new kitchen renovation. Our Cabinet Refacing process is as follows: We remove the
  old doors and drawer fronts, we reface the sides and front face of the frames
  of the existing cabinets (cover the sides and front frame with new material) and
  then we replace the doors and drawer fronts.

  As we deal with existing homes, it is part of the terms and
  conditions document, that our company is not responsible for the current
  construction of the home and the current condition of existing cabinets. Our
  client was provided this document which the customer signed on June 3, 2022.  The customer’s home is an older ***** ******* home located in the **** **** area which was built in 1924
  (per City of Winnipeg Assessment site).   We would like to advise that the home is out
  of level as well as the cabinets are out of level and not square. We believe
  this is due to the home shifting which happens frequently in Winnipeg
  especially with older homes. *** ******* * *** ****** ** *** ******* *** ** ***** *** *** ******** ******* ******. As per our terms and
  conditions, our company is not responsible for the current construction of the
  home or current condition of the cabinets which may affect the installation of
  our product.

  The client’s kitchen was measured by the owner of the company who has over
  20 years of experience in cabinetry. The process used to measure the door sizes
  for this client is the same process used for every kitchen we have done over
  the past 15 years. When the doors are installed, the installers will align the
  doors per the requirements of cabinet. If the cabinet is not square or level,
  which was the case for this client’s kitchen, we try our best to adjust the
  doors to look as good as possible on the cabinet and to line them as best as
  possible with the door beside it. As the original cabinetry is out of level and
  not square, it is not possible to align the doors perfectly. As well the client
  states she wants the doors to cover the entire front of the cabinet. This
  is not how doors are fitted to a cabinet. Spaces are needed between each door
  otherwise rubbing of the doors will occur. As well, doors do not go to the top
  of the cabinet. This is standard industry practice. As such, a visit to the home
  was not required by the owner nor were door replacements offered or required.
  However, we had our experienced installer visit several times to work on the alignment
  of the doors per the customer’s request.  

  The other factor that is important to note, is the customer contracted us for less ‘refacing’ than we normally
  do. We went back and forth with the customer, re-pricing the project and
  removing basic work we normally do, to meet the client’s budget. Normally we
  ‘reface’ the entire kitchen (uppers and lowers) however due to the customer’s
  budget, she contracted our company to only reface the lower cabinets. As such,
  the lower cabinets received refacing and new doors/drawer fronts but the
  upper cabinets only had new doors installed. In behind the doors is the old
  cabinet frame that has not been refaced based on the client’s decision, which
  is a different color.

  We would also like to respond to the other items the client
  mentions. Regarding ceiling damage – this was a scrape on the ceiling. This
  occurred as an original cabinet had to be removed to install the new the countertops. The existing cabinet was a full height cabinet from countertop to
  ceiling, making it difficult to remove without hitting something. As well the
  ceiling was not level making it extra difficult to avoid the scrape **** ******* **.  The client was advised that damage
  could happen when removing the cabinet. Regarding sawdust on the patio on the
  hanging plant. As this was a renovation, sawdust is normal and is created when cutting
  materials. Drawer fronts were reordered at our expense to accommodate the
  client’s requested handle. The doors above the microwave were reordered and
  replaced at our expense once the countertop was installed which allowed us to
  determine the correct height. As a resolution for the countertop size, a quartz
  backsplash was provided as no charge the client. All items have been addressed.

  In conclusion, the project has been completed per the
  contract.  The doors and drawer fronts were measured and installed per industry standards. There are no outstanding
  items or issues as we have addressed the items that needed to be addressed. We
  are waiting for final payment from the client. 

  Customer Answer

  Date: 14/12/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am unsatisfied
  with the response from NuLife Kitchens. Replacement doors for the upper
  cabinets have been requested from onset of installation due to size discrepancy
  and installation inconsistencies. Doors are undersized. Frames exposed on free
  standing cabinets. No "rubbing of doors" will occur, as stated by the
  owner; free standing cabinets have no cabinets adjacent. Spacing between doors
  (in the one continuous row of cabinets) variable. All door hinges swing open at
  90 degrees; additional clearance not required, as stated by the owner. ******** ********* ***** ** ********* *** ***** ******* ***** *** *** ********* ******* *** ****** ******* *** ***** ********** ** *********** 
  
  

  
  The owner directs
  fault of door fit to the construction of the home, the neighbourhood, and the cabinetry
  itself. No responsibility acknowledged for ********* measurements, taken by the
  owner. The owner acknowledges my requests for desired door fit and chose to
  disregard my many requests for replacement doors. An installer was on site
  several times to correct issues arising from installation. Reinstallation of
  drawer fronts required; drawer fronts unable to accommodate drawer pulls. Drawer
  fronts re-ordered by the owner, at owner’s expense *** ** *** ********** Doors
  above microwave measured / ordered to the wrong size per the installer. Again,
  re-ordered by owner, at owner’s expense *** ** *** *************** Drawer fronts
  misaligned on installation; adjusted to correct *********. Owner stated adjustments
  to upper cabinet door’s (depth and / or width) was the first step and
  reordering doors was “jumping ahead” in the process. Adjustments cannot resolve
  measurement discrepancies.

  
  Further to, the
  amount of refacing contracted has no bearing on the precision of measurements
  or the fit of the upper cabinet doors. Various observations and concerns noted during
  installation give context to workmanship and professionalism standards. ********* ****** *********** 
  In conclusion, the
  upper cabinet doors are unsatisfactory. Numerous requests extended to owner to
  view project concerns unheeded. Acceptable installation inhibited by door size
  as measured and ordered by the owner. As the owner refuses to replace the upper cabinet doors, reimbursement to cover this expense is requested.

  
  
  
  
  Sincerely,
  
  
  
  Mavis *******

  

  Business Response

  Date: 14/12/2022

  We have received the customer’s response. We have previously provided our response to this customer. We will be proceeding with filing for payment with small claims court.