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Samples are here for the use of our customers and trade professionals. While we don’t require you buy all your products and services through our group, we do insist you have some business with us before we provide samples. In addition when samples are needed to take to site we offer a service in which we deliver those for you at no charge after we collect them from our stone reps. This was explained to her but was unacceptable as she said she needed them now.
If we give out our samples to anyone that asks we wouldn’t have any here in the store for the use they were intended. It’s difficult for us as a company to be without the samples of products we sell for those that are serious about a product.
Good luck on your renovation. Perhaps in the future before you start these online reviews you should consult the help of a trade professional to better understand how the industry works. This is very common practice and it may be helpful for you to understand it better so you don’t embarrass yourself again as you did here.
We were contracted by Kenny Wong of PHW Homes to provide kitchen cabinets, vanities, bed, built-ins, closets and wall paneling for you his client. At the time of contract signing, like most custom shops we take a 50% deposit in order to book production time and install dates. It was at the time of signing the contract that PHW reduced the scope to only the kitchen and paid a deposit on only that cancelling over 65% of the work. (I am not sure if Kenny disclosed this to you.) They would later add all of the work back in which is now clear they did not have the cash flow to proceed on the whole project or chose not to forward the funds from you the client. While they may think this was a savvy route to reduce the required deposit, most experienced contractors know the impact this will have on their projects timeline as only the kitchen was scheduled for production and install. Unlike a stock cabinet company that simply pulls inventory as needed, a custom shop like ours needs to produce it just in time. This is called ETO or Engineered to Order and carries with it lead times of up to 10 weeks depending on project complexity and work load.
In addition to the above delay, PHW failed multiple inspections delaying us and the project another 8 weeks. Kenny Wong’s designer justified the additional delay by saying “they had a horrible inspector, and they were being asked for so many extras.” Failing inspections repeatedly is solely the inexperience of the trades and general contractor and not a problem with the inspector. Municipalities empower these inspectors for the protection of the home owner and not to be a nuisance.
That being said, the project had a delay in starting of 8 weeks, additional delays with the city of 8 weeks and delay in production at Troico of 6 weeks all to a total delay of 5 months and all the responsibility of Kenny Wong and PHW homes. We originally discussed installation with you for October, but based on the above PHW was not ready for us until January and we could not start until February. Also note that we did not receive the full deposit until Jan 18, 2016 for the new scope of work. We were only furnished with the deposit for kitchen cabinets from September 2015. We normally don’t issue dates until this happens so in reality Troico was early with a turn around of 3 weeks.
On the issue of mistakes, we were so rushed on this project due to PHW homes that it’s a miracle there weren’t more, as Troico was forced to squeeze 3 times the work into a production/install slot originally contracted only for kitchen cabinets. That being said, let us speak to these issues; We did in fact have a problem with the paint manufacturer and chemical make up of that brand but switched suppliers and remedied them all at Troico’s expense. The bed was a non standard size but this off size bed was not communicated until late in the project, long after it had been programmed for our machines, and long after the cut off for changes. If you recall your designer was rummaging through a storage container during production to get the actual size and height of the bed; this should have been submitted to us before programing and is the reason for the mistake. Regardless, we agreed to remake the bed at no cost to you but PHW had us install the bed prior to carpet contrary to best practice so no changes could be made without replacing the carpet. In addition we recommended against sizing the bed down to your custom size mattress and instead recommended spacers stained to match so you could at some point buy a new mattress and not be married to a one off size that is smaller than standard. Mattresses are after all only good for so long! We admittedly had made an error on one of the closets but again rebuilt and reinstalled with no cost to you. You note in your review the extra cost you incurred. Even though the delays were the result of PHW we still gave you an $1,848.00 credit for what Kenny claimed was to reimburse you for additional storage fees. We use only the highest quality materials and products so im not sure beyond the unfortunate issue with the paint what this refers to. Finally, it was our opinion that the final product did not meet our standards of quality based on a site visit from one of our principals. This was a meeting scheduled by Kenny Wong, which he did not attend but instead sent his designer. It was determined then that the framing and drywall were poorly done so Troico made custom down moulding and trim to hide the poor workmanship; this created multiple visits and erodes any chance of profit in a job but our name is on it and we would hate to see it left in the state it was. We did our best given the circumstances and made every effort to complete the project in a timely and professional manner.
We checked to see how your review here at Houzz went for PHW, but I see no mention in your glowing review of the sprinkler head he broke that flooded out our already installed millwork, or any mention of the many delays caused by his adding two thirds of the millwork job back in six months later or his failed inspections and their impact on the schedule. Also, no mention of the improperly sized bed, incorrectly designed fridge cavity, or anything at all actually. It appears that he has managed to convince you that it was everyone else. We had a horrible experience with PHW homes and as you can imagine will never work with him again. It begs the question who did PHW use for millwork prior to us and what happened to that relationship.
The reviewers (Mr. and Ms. Jonathon and Susan Kaye) did contact our firm to consult on an entire apartment renovation after a flood had occurred in their apartment. After meeting with them for a complimentary consultation at our showroom (and even driving them both back home, an over 30 minute drive from our showroom) and then setting up another complimentary meeting with our Designer at their home, we provided them a detailed fixed pricing sheet for costing of the entire job. Mr. Kaye indicated that he wished to proceed with our firm.
Following these 2 complimentary appointments Mr. and Ms. Kaye signed a Design Contract, and our Designer began working with them on the design of their renovation.
After completing the design in October of 2014 our firm did not hear from Mr. and Ms. Kaye for over 6 months. When The Kaye’s did contact us again, they said had received a settlement from the insurance company and decided to General Contract their own job. They asked us only to provide cabinet supply & installation, which we gladly agreed to. The Kaye’s reviewed the 6 month old drawings, made minor change requests, to which we made these changes. Then we sent back the drawings for The Kaye’s final approval. They signed off on the plans and we built exactly what was specified on the drawings.
When we attended the site for our final measure it was evident that Mr. Kaye was overwhelmed with the renovation. None of the plumbing or electrical had been moved to accommodate the new layout and he had not engaged any other trade required for the renovation. When we sent him a summary email of items remaining before we could install he began asking us to use our electrician, plumber, sprinkler man, drywaller, countertop supplier, back splash installer, etc, etc. we did our best to help Mr. Kaye, despite our drawings detailing that the General Contractor is responsible to verify the home is ready to receive new cabinetry. General Contracting is a service that we provide to clients and charge for. Essentially Mr. Kaye was trying to receive these services for free to save money.
When the cabinets arrived to his home he was upset as he felt the cabinets were not what he ordered, he did not like the door style or the construction, all items which were clearly detailed on the plans Mr. Kaye signed off on.
One of the main directives of our firm is to be 100% transparent in the quality and product clients are receiving, which is why we request all clients sign off on drawings. Mr. Kaye said that since he was a Graphic Designer, he dealt with plans and drawings all the time and understood how to read the plans, which is clear now that critical review of the plans were not completed.
We have spent years developing a fixed price system including a detailed design and construction process that offers our clients convenience, clear communication, quality, knowledge and, above all, transparency in products & services being received. We do our very best to please each and every client while maintaining our high standards of service. We regret that The Kaye’s feel that they did not receive good products or value for their cabinetry; however, we built exactly what was on the specifications of the drawings. We warn clients with no renovation experience that it could end up costing time and money if a professional is not involved in every step of the renovation. We wish The Kaye’s every success in finishing their renovation and regret that we could not satisfy them with our supply and installation of cabinetry which they contracted us for.