Hertaus Floors

Shane,

The cabinets for this project were ordered based on the original cabinet codes of the approved design. The incorrect vanity color was identified when we came to install, and all cabinetry was reordered in the correct color using the same cabinet specifications that had previously been approved. Because the original cabinet was never installed, it was not discovered until installation of the replacement cabinetry that the suspended cabinet application required a different configuration than the cabinet that had been ordered. Once that was identified, we discussed corrective options and agreed upon a custom solution.

The custom modification was reviewed and approved by you and your wife prior to fabrication. The fabrication and installation were provided at no charge. The custom piece was fabricated specifically for the cabinet which was also recommended by the manufacturer and installed as the agreed upon corrective solution. Because of the inconvenience, we also provided additional shower materials and installation at no charge.

After the modification was completed, you decided you no longer liked the look of the custom piece you had previously approved and you wanted it changed. Since then, we have continued working with you and the cabinet manufacturer to explore additional options. The $400 quoted was not to correct the original cabinet, but rather to modify the already installed, approved custom solution to achieve a different appearance.

Regarding the electrical modifications referenced in the review, those were not related to the cabinet ordering issue. The outlet locations varied in height and adjustments were required due to countertop clearances as part of the overall installation process.

Throughout the project, we made multiple return visits, provided additional materials and services at no charge, and continued working toward a resolution. Our goal has always been to address concerns and stand behind our work.

While we respect that you remain dissatisfied, there comes a point where a difference in preference does not indicate a defect in workmanship or an unaddressed issue. We believe we have made substantial efforts to resolve the concerns raised and provide reasonable solutions throughout the project.

Hi Randy- We are truly sorry to hear about your experience. We pride ourselves on our customer service and we apologize that we did not live up to those expectations with your project. Typically, when we come out to measure to give an estimate we do not give out any installation dates as we do not always have our schedule on hand and usually are booking out weeks in advance. Sometimes we have changes in our schedule that allow us to do a job more quickly but cannot guarantee a date until the order has been placed. If you're open to discussing this further, please call us at 952-469-5123 and ask to speak to Samantha. We'd greatly appreciate the opportunity to make things right and work toward earning back your business. Thank you- Hertaus Floors