I had written to our project manager at Crew2 on Saturday asking for the damaged cabinet to be replaced and expected to hear from him on Monday or Tuesday at the latest. Wednesday afternoon I wrote again, cc-ing the lead kitchen designer and her boss at Home Depot, saying I was still awaiting a response. Within an hour I finally got a call, after an e-mail was sent from Home Depot to Crew2 saying a customer was waiting. The project manager repeatedly told me there was nothing he could do about the broken cabinet and that his construction workers denied taking the shelf pins. I pushed that we paid almost $500.00 for this cabinet, his people dropped it, and the drawers didn't shut properly because it was out of plumb and square. Finally, when I said my kids could cut their hand on the exposed nails he relented. I told him we could re-use the drawers if needed but I wanted a new cabinet. He also asked exactly how many shelf pins were missing instead of accepting "three packets = 36", and said he would get them for me. I frantically counted the extra shelves left to install and came up with 28. Minutes later I was cc'd on an email saying Home Depot would re-order the cabinet and charge Crew2 for it. They are also asked to remove the one beside it and re-set it so they are both square as per the thoughtful suggestion of Anne, our kitchen designer. On Friday I received a call that the new cabinet is on order and expected in about 3 weeks and shouldn't interfere with the estimated counter-top delivery date. I am completely satisfied with my Home Depot experience but not with this guy! Communication is imperative when working with contractors and he sided with his subcontractors; telling me how everyone raves about them instead of listening to me, the customer, when I had legitimate complaints. If I had his job, I would have written on Monday morning that I received the customers note, am looking into it and offered to replace the installer damaged cabinet without making the customer have to argue their case. This is from Crew2 webpage: "Quality is assured. Our goal is to do the job right the first time - or we remedy the situation immediately." What do you think? Are we being too picky?
Kitchen Remodel - Trouble with Subcontractors
Kitchen Remodel - Trouble with Subcontractors
 damaged cabinet with exposed nail |  damaged cabinet |
 We used a factory edge pressed board to measure the out of square dimension on the damaged cabinet |  cabinet is 5/8 inches out of square |
 sloppy work installing cabinets |  exposed screw on cabinet install |
 sloppy drywall work |  sloppy drywall work |
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