Complaint Review: RAM Cabinetry - West Chester Pennsylvania

RESOLVED - REVIEW IS RESCINDED.  We have mutually agreed there were unusual and non-typical circumstances involved in this renovation.  We both rescind our respective comments and have put our differences behind us, in order to move forward.

***** I honestly do not know what I could have done differently. (Last line)

Read on to find out.

*****Ram Cabinetry was not informed by the contractor regarding his completion schedule.

RAM told me the 1st contractor is really fast and could be done sooner than expected (before last week of Sept.), both of them were in constant communication, almost every day, about this and other jobs. No surprises about the final completion date. RAM over booked the work schedule without any regard for my job.

*****This particular customer was watching his budget

EX 1) Proposal somewhat vague in area of work requested, sometimes inaccurate. Took
constant badgering to get original, worn, dirty framing renewed as part of re-facing on old cabinets, as requested.

EX 2) New counter and sink requested, with sink being identical style (under-mount) as RAM previously installed in 2008. Proper sink installed. Later in the job, RAM said proposal stated a drop-in sink, and my wife changed her mind about the sink style while in his showroom. Untrue. We wanted the same style mounting as installed in 2008, where sink is set below the counter top. RAM even took notes on this request!  I had no argument about paying the price difference for sink and sink protector (was requested and ordered but not on the proposal), and the installation of the microwave oven I purchased myself (also not on the proposal, but requested). Inaccurate proposal.

EX 3) The two items RAM did not invoice me for was his additional cost for the counter top opening for the requested under mount sink (his error, not mine). I paid the additional costs as stated in EX 2. Also not invoiced was a charge for mounting cabinet knobs that I purchased elsewhere because the ones he offered in his showroom were not the kind we wanted. Hmmm.      

*****In order to keep the customer happy many of these items ..

EX 4) Many requests were to do the job as I originally specified, such as making the refrigerator end panel 35 wide to fit a wider refrigerator. It was installed with a 32 wide opening. This created additional work and time to resolve. No communication to the crew.
  Also, a 3 wide, 24 length visible hole at the top remained uncovered. Took much prodding to get RAM to cover it for a professional looking job. More delays, increasing job time line.

EX 5) Existing counter top installed by RAM in 2008 was modified incorrectly to fit over new trash bin cabinet, and was removed to get done at the shop. New rear base panel visibly damaged when top was removed. Counter top was re-installed. RAM forgot to take into consideration the rounded corner of the old counter was not long enough to cover the corner of the new base cabinet. Issue resolved by adding a piece of quartz to end of counter. The seam fusing the two pieces had a very pronounced hump to it, making it look very bad. Two attempts were made to give it a professional appearance, and was acceptable to RAM, but the seam was even worse now. More delays, more work, caused by RAMs  oversight, increasing the job time line.

***** Upon 100% completion of the job and fulfilling the customers every request .

The job was NOT 100% complete (to RAM it was). Issue of the counter top seam was unresolved. I paid 50% of the balance due, and was not going to make any more funds available until it was.

***** It was at this time another piece of trim was requested. This piece was not necessary ..

A week after paying the 50% balance, RAM finally made the seam look professional. Paid the balance in full.  The trim issue comes up now to cover the damaged base cabinet panel   (EX 5). I said a piece of trim will professionally resolve it. He didn't have it, but would get it and have it fixed. Two weeks later, Im told to pick up the trim and install it myself because he couldn't make it for 2 weeks. It took until Nov. 20th to truly complete the job. Poor ethics, poor attitude, poor business practices.

Ram Cabinetry is committed to Excellence, Craftsmanship and Professionalism. We fulfilled every request, went above and beyond and did everything in our power to keep this customer happy. 

There are many inaccuracies in the above post:

Ram Cabinetry was not informed by the contractor regarding his completion schedule. Ram received a call from the customer stating his other contractor would be finishing in a few days.  As our schedule was booked we adjusted our schedule and crews in order to accommodate the above customer. 

This particular customer was watching his budget which is totally understandable in these economic times but throughout the job the customer continually requested additional work and supply items which were not initially agreed to and he was not invoiced for. In order to keep the customer happy many of these items were fulfilled at no additional cost to the customer.  Of course, this additional work did add to the time line of the project.

Upon 100% completion of the job and fulfilling the customers every request we were informed he could only pay us 50% of the balance due as the customer did not have the funds available. It was at this time another piece of trim was requested. This piece was not necessary but I agreed to locate it and supply it at no charge in order to keep the customer happy.

I am pleased the customer thought the work was good but it is very unfortunate this customer is not 100% happy as we always strive to deliver only the best. I honestly do not know what I could have done differently.