Installer used a jigsaw to cut out water lines huge hole that had to be fixed.Was told of a install date but installer didn't show up. TWO drawer faces had to be replaced because we're cracked. HAD to fix cupboard myself because wire for hood range was put inside leaving a exposed wire and am now waiting for 3 months and counting for replacement door face.Was also told crown moulding would be caulked but now they say it won't be done .Stay away from Rockwood kitchen Peterborough Felicia is uselessly
- Approximate cost of services:
- $18,000.00
- Company Response
Dear Client,
Thank you for bringing these concerns to our attention. We sincerely apologize for the issues you have experienced with your recent installation. We understand the frustration this may have caused and we are taking immediate steps to address and rectify the situation.
We have contacted our installation team to investigate the issues with the water lines, drawer faces, cupboard, and crown moulding. Due to the water lines being in the way, there was no other way to install the cabinet without cutting a portion of the back out. We have returned back to your home free of charge to put a panel in the back of the cabinet, helping to fill the cut out, replaced the drawer faces that had issues, along with ordering a complimentary custom door for over your vent. We understand you would like to install the custom door yourself, but we would be more than happy to do this free of charge, along with caulking the crown moulding without additional charges. Additional caulking would be up to you if needed to be done. Due to the door being custom, it does take approximately 6 months which had been relayed to you. Rest assured that we are working diligently to ensure that all necessary repairs and replacements are completed as soon as possible. Our Manager has been trying to contact you numerous times through e-mail, phone and has left multiple voicemails. If there is a different phone number you would like us to contact you on, please let us know.
We value your feedback and strive to provide the best possible service to our customers. Please know that we are committed to resolving these issues and ensuring your complete satisfaction with your RockWood Kitchens.
Thank you for your patience and understanding. If you have any further concerns or questions, please do not hesitate to contact us directly.
Sincerely,
RockWood Kitchens Customer Service Team