ComplaintsforDeslaurier Custom Cabinets Inc.

• Initial Complaint

  22/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deslaurier Custom Cabinets in ****** ******* took my husband, ***** ******** and I's payment in full July 16th 2024 for a kitchen renovation. It has been non-stop delays as well as design issues after measuring 3 ********** have been left in the dark as to when it will be complete. We have two young children under 6 and I work from home. We had visitors here from across ****** Aug 9-16 and we did not have a proper kitchen to use. It was only Aug 9, the day they arrived that one installer, ***** ********, took it upon himself to fix a few problems so we didn't have a fridge in our living room for our visitors. We have been left without a kitchen sink, countertops and dishwasher since we had to rip out our kitchen on July ***** is now August 22 and we still have none of the above when we were given completion date of Aug 20 (no-one showed and no-one updated us) after being given July 31 as a completion date. The countertops were templated so it doesn't make sense for them to not be able to be placed.They have our money in it's entirety but yet we have been given ZERO info on dates of completion and zero credit for the large pull out drawers that we paid for, that the designer promised would be used, that are sitting in our garage. This has become a mental health and physical health issue that as a family we have had to consistently be eating out and convenience food and/or have our dishes piling up attempting to wash them in a small bathroom sink when trying to cook healthy food. This is not ok for anyone let alone two children. I am appalled at the service we have received. I received a call today from the manager who did not even understand what was going on, and stated they were having supply issues with the countertops and he will see if he can get a temporary countertop in so we can get sink in, but still no date even on that. This means we would need to get a plumber in twice at our expense. This is not an acceptable solution either.

  

  Business response

  13/09/2024

  Deslaurier would like to acknowledge that the timeline and experience were not what we strive for.

  On the initial template the homeowner nor their contact were not available for the booked time; this resulted in charges being applied to Deslaurier. Afterwards, the homeowner decided to defer the template until a design change was made; it was a tight working environment and a pantry did not fit as designed and had to be re-worked to be reduced in size which was done on August 9th. There was a delay in the countertops which resulted in them not being installed until August 29th. While the delay was unfortunate we understand that other than a couple of minor aesthetic adjustments that this project is complete. Unfortunately, this renovation had a couple of adjustments and a small delay which is not ideal but can happen given the nature of the work.

  Deslaurier apologizes for any stress this caused for the homeowner and hopes that things are in a much better position today.

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