Cabinet Makeovers

Our team at Cabinet Makeovers takes pride in the work we perform for our customers and we always try to go above and beyond to deliver the best service, even if that means performing services at no additional charge if we feel that by doing so will compliment the project and allow us to deliver the best possible result we can provide. We are very proud of our 5 star rating and as such, this has compelled us to examine every aspect of the project to evaluate why that is and see if there could be something else we could have done better. Our company’s motto has always been “Transformations & Faux Finishes to Fit Your Budget.” In this particular case, our initial estimate was reached using our standard formula, however after hearing that this project a recent purchase and the customer was limited with their budget for improvements to the property, we lowered our estimate to accommodate their particular situation. After beginning the project, at the customer’s request there were 2 additional bathrooms added to the project scope. Also, while removing the metal hinges which had been painted with latex paint causing them to stick and which were now covered with chipped green paint, we were asked to use a solvent or a process to remove the paint. Using a non-toxic process, our team took 20+ pairs of hinges and boiled them for 90 minutes in baking soda which loosened the material, then took each individual hinge and scrubbed, scraped and polished the remaining paint off by hand. Three hinges were beyond salvaging and we provided replacements that we had in our shop from previous projects and, because the customer had previously commented about how ugly the door knobs and drawer pulls were (as they had all been painted with green latex paint and were chipped and covered in grease and grime) we offered to replace every handle and knob in the kitchen and bathrooms using hardware we had leftover from previous projects in our shop, at no additional cost to this customer. Following our company’s best practices, upon seeing that the kitchen and bathrooms were in need, our team cleaned and vacuumed out each drawer and cabinet, applied new caulking to the countertop seams and cabinet bases, as well as around the commodes, which were black and separated. Finally, with the addition of the extra bathrooms and knowing the limited budget that our customer was working with, we included a gallon of custom cabinet coat paint in a beautiful light gray color that the customer himself selected out of five different options we had available. Out of all of these extras we ended up providing to the project, the only additional charge was for $65, which was added because the customer specifically asked for the removal of the paint from the hinges as well as the inclusion of the additional bathrooms which were added after the start of the project. In reality, that amount is less than what the single gallon of paint would cost should it have been purchased from a retailer, but of course, since that is something we offered to include, there was no charge for that or the knobs, pulls, caulk or application, and associated time. This project was for 3 bathrooms and a kitchen. The kitchen was painted a combination of yellow and green when we began, with several layers of peeling paint that needed to be sanded and prepped before applying a finish of top of the line Benjamin Moore Alkyd (our standard) in a beautiful light gray, almost white color. On a separate note, at the conclusion of this project, we provided an invoice in both print and electronic formats. Due to the number of separate services provided and additions that were requested after the start of the project, the invoice ended up being two pages when printed. I personally was fielding text messages almost every hour, still coming through at 10pm, totaling 17 texts, each of which were answered with the best of my abilities, being that we were on site at another project - the issue being that the customer was not able to get his printer to print the invoice on a single page. We provided .pdf, .docx, .jpg , and a screenshot in every attempt to try to assist with whatever difficulty that the customer was experiencing. The issue was clearly not with the invoice or the format it was submitted in. Nevertheless, when I got to the office at 8 am the following day, the first thing I did was to export the invoice and custom format it into a one page .pdf and send it to the customer in order to help make whatever he was attempting to do with the document compatible with his system. The last communication exchanged between us was one word, “Got,” which had been the standard response to updates and other messages exchanged between us throughout this project. We will always go above and beyond to ensure that the people who trust us with their home projects are met with the best possible customer service we can provide. However, I suppose it is just a fact that sometimes, no matter how much we try, not everyone will be 5 star pleased with our performance. However, in this case if all of these efforts have resulted in a 2 star rating, I wonder what it would take to receive a 5 star rating from this particular customer. We feel confident in our work, taking this property from unrentable condition to looking beautiful at the conclusion of the project. On this occasion however, we invite the readers of this review to take into account the entirety of the services we provided and decide for themselves if we are the type of company who “charges for everything”. Finally, it is unfortunate to be put in the unfair position to have to publicly refute inaccurate statements made by someone in a review, but we care about what our customers say about us and have never before had to hear that someone was less than completely satisfied with our performance. We can promise that we will continue to go above and beyond for each project that we are blessed to be able to contribute to and will stand by our work to the best of our ability long after each project ends. Should there be anything that we can do to ensure our customers’ continued satisfaction with our services, one simply needs to reach out as we are available. We are happy to do anything we can to ensure that our customers’ satisfaction has been met, as that is our number one priority. - The Cabinet Makeovers Team