06/04/09

Poor Customer Care

by MonaMcCord

I noticed a defect in one of my cabinet doors about a year and a half after it had been installed. After discussing the problem with the owner, Kent Nagel, we reached an agreement that he would order a door from Cal Door to replace the cabinet door that I found unacceptable due to a piece of the door that had broken off and then been glued back on either by Cal Door (the company who supplied the unfinished door) or by Cabinet Doctors during processing. We agreed that I would pay the wholesale price of the door and that Cabinet Doctors would finish the door at no cost to me. I was told it would take a while since it would need to be included with an order that had a similar door style. After several months of not hearing from Cabinet Doctors I called to find out the status of my door. I was told by Mr. Nagel that I would need to order two doors at a total cost of $280, and that the doors had yet to be ordered because they were waiting for my check. No one communicated the cost of the doors to me, and $280 was not the wholesale price but the same retail price, according to my bid estimate from Cabinet Doctors, that I paid when initially refacing my cabinets.

I appreciate that Cabinet Doctor is small family business, but am surprised that the owner/proprietor would not stand behind his word. The mark of a good company is how it responds to problems related to its product and service. Cabinet Doctors earns an F in this area as does Cal Door for their lack of quality and customer service.

• Pros: Nice job refacing my kitchen cabinets
• Cons: Severely lacks customer care