Casey's

Thank you for your feedback Sarah. We are sorry that you are unhappy with your experience with Casey’s, as our goal is always to deliver a positive experience. We understand that there are always factors, especially in any renovation project, that can make this difficult to achieve. In looking at all of the events that occurred over the course of your project, we do feel that we did everything we could to mitigate the problems that arose and to deliver you the finished project you contracted us to provide. The only thing we did not do was agree to your repeated requests for a credit, and it was after your final request that you decided to post this review. But to say we did nothing in response to the issues you had is simply not true.

The original installer who began your project had to fly out of the country suddenly to tend to a personal emergency, and everything we dealt with after that stemmed from this unforeseen issue that was beyond our control. There were multiple installers completing your project thereafter because the original installer was unavailable to complete. These installers did not have “more important” jobs to do, rather we were trying to keep our commitments to all of our clients who also had installs booked, while trying to deal with a less than ideal situation.

The original countertop did arrive from our supplier damaged – this is something that does happen in our industry. What you didn’t mention is that we did offer to give you a temporary countertop and sink and have a plumber hook everything up at no charge to you, while we waited for the new top to come in. You declined our solution, instead asking us for a credit, and this is why you ended up going longer without a countertop/sink in your kitchen.

There were other issues with damaged product that needed to be replaced. Again, this isn’t uncommon in the kitchen industry as the product we handle is susceptible to damage, being handled by numerous people as well as being exposed to other trades who are in the homes completing flooring, electrical, etc. As soon as we were made aware of any issue, we immediately ordered the product required and had the service booked to come in as soon as it arrived. Our service manager stayed in constant communication with you and was always asking if there was anything further we needed to complete when we went out. But when things are added after the fact, we inevitably have to book another service appointment, which further pushes the completion date.

The final service that you mentioned regarding the toekick was the result of water damage that occurred after the kitchen install and we were not even made aware of this until after our final service appointment in January. As soon we were made aware, we booked the service and got it completed, as we have been doing all along.

In assessing all communications and the quick responses/reactions from our team regarding the problems that arose through the process, we feel we did everything we could to service you. No kitchen company can commit to providing a problem-free renovation process, and we are no exception. What we do commit to is dealing with issues head-on and resolving them as quickly as possible, while still providing the client with the kitchen they contracted us to provide them.