ComplaintsforNHance of Wooster

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ****** to resurface my cabinets and crown moulding in October of 2022. Over the next few months, the previous color of the cabinetry that was painted was starting to come through which altered the color of the cabinetry. The cabinetry as well as the crown moulding are two different colors. I contacted the company and explained the issue and they came out to look. Weeks passed and I contacted the corporate office, ***** *** ******, was the "intermediary". It took tons of calls and emails to get a response from her to help facilitate the issue. Finally, they sent the company back out to take pictures of the issues. I have called and called and finally got a hold of ***** again and she was "shocked" that no one has reached out to discuss the situation. I called the ******* branch multiple times and no one answered. I finally had to call from a friend's phone today and they answered and when confronted about them not answering their phone, the representative said "I cannot respond to that" admitting they were avoiding answering my calls. We paid over $4500 to the company and they did not provide a lasting product nor are they providing any sort of customer service as they are not responding to my issues and actively ignoring my contact.

  Business response

  11/22/2023

  ****** *******,

  In October 2022 , the customer signed off on there N-Nance kitchen project, stating that they were satisfied with the outcome. However, in September 2023, we received a report that there might be a color discrepancy between the cabinet door color and the paint they had mixed for a different home project. N-Hance of ******* inspected the issue and determined that it was not their fault. Upon speaking to the customer, they mentioned that the crown molding and cabinet doors looked different due to the grain texture of the different species of wood used. N-Hance agreed to redo the molding to address the difference in shade, but due to a communication issue, the customer was not informed of this. The customer then declined N-Hance's offer to refinish their crown molding. N-Hance was willing to work with the customer, but they could not find another resolution. It should be noted that N-Hance does not guarantee that their proprietary products will match the same formula tint base of another brand due to variations in tinting machines and calibration.

  Customer response

  11/28/2023

   I am rejecting this response because:
  
  If the company’s previous response doesn’t highlight to the public about their company and their customer service, I don’t know what will: we do not guarantee the paint color you want is what you will get…Says a painting company. Yikes. 
  

  Also, very interesting the previous response glosses over the customer service issue and the branch actively screening my number to not answer and provide 0 support. What is the company’s response to that after their rude receptionist admitted to doing just that? 

  
  

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