refacing + adding new cupboards and countertop
Canlik refaced my kitchen cupboards and built and installed 2 new cupboards, a drawer unit and a countertop. The kitchen looks fabulous and, almost a year later, the products and workmanship have held up well. The work was done on time and the workmen were courteous and professional. The plumber they sent to install new sink and taps I had purchased elsewhere was excellent and went to a lot of trouble to make sure everything was working properly. I did have a problem with their customer service at one point which is why I'm not giving a perfect "10" rating. The problem started when one of their representatives verbally quoted me a price for a new sink, which was an afterthought, and made it clear that the price he quoted included installation. I repeated his quote and what it included and he confirmed it and assured me that there would be no additional costs. When I contacted the office to put in the order, as he had asked me to do, I was informed that the price was double what I had been quoted. When I objected and explained the conversation with their representative, there was not even an acknowledgement that he had made a mistake, much less an apology and certainly no mention of even a token reduction in the new price. I declined in writing to purchase the sink from them and stated my objection to their business practice in this regard. Canlik's response was to tell me that "management" had decided to cancel my contract because of my objection. I did not want to start the whole process of finding a new company, selecting from their products, etc. and was under some time pressure so I swallowed my anger, gritted my teeth and grovelled. I basically begged them not to cancel my contract and said I must have misunderstood (which I know I didn't). They never did take any responsibility at all for the situation but did agree not to cancel the contract. While I would recommend Canlik to anyone considering refacing, I would advise them to be very careful about accepting anything verbal - make sure everything is in writing and very detailed- and be aware that this company does not respond well to criticism.
- Approximate cost of services:
- $8,800.00
- Company Response
Dear Sheila, Thank you for your comments.
Firstly, we are pleased to know that you are enjoying the kitchen and happy with our products and workmanship.
We would like to take this opportunity to clarify one miss perception that you might have on our company. We had NO intention to use the 100% refund of your deposit to force you to purchase the sink from us. It was perfectly your choice. We just wanted you, as our valuable potential customer, who had doubt on us at that particular moment, had a fair chance to reconsider your choice even you had signed the contract. We believed that you could make a better decision (on choosing your contractor) only if you were not losing a penny even you bailed out of the deal. We were sorry about the sink quotation misunderstanding. Just to clarify the misunderstanding, the price quoted was lower than those from most big box stores. On top of that, the price included mounting the sink to the new counter top. A promise that we did perform. However, you were asking for plumbing services to be included. Sink mounting and plumbing services are two different services. Just like faucets, dish washers, toilets, etc. The price of fixtures would not include plumbing services. We just tried to draw your understanding of this generally accepted fact. We could not offer an apology or discount to you because the action would carry a wrong message of admitting that we treated you with dishonest, which we did not. Having said all that, we sincerely treasured the opportunity to serve you and thank you for giving us the chance, even after the miss understanding, to proof to you that you had made the right choice. THE MOST IMPORTANT FACT IS THAT YOU ARE NOW ENJOYING YOUR KITCHEN. THANKS AGAIN FOR YOUR COMMENT.
Canlik