The complaint has been investigated and
resolved to the customer's satisfactionResolved Long Kitchens aka Long Fence — This has been a nightmare, a long nightmare
resolved to the customer's satisfaction
My experience with Long Kitchens (also known as Long Fence). James from Long Kitchens came to our house. He wasn't prepared. He didn't have all counter top or cabinet samples with him. I should've shown him the door, but didn't b/c we were promised a $500 discount over the $750 promotion if we had them come out during the week before 5 pm. My husband had already taken off work to be there, so we couldn't reschedule.
He measured, told us the cost of our kitchen. We talked it over and agreed to go with them as he apologized for not being prepared and told us the kitchen would be done to our satisfaction, and we would not have to pay until such time. We were also told our kitchen would take "apx 3-5 days" to complete, which was basically the selling point.
They sent another guy out with James several days later (his supervisor) to "remeasure" and said our cabinets would be in in a few weeks. I said "wait a minute, James told me it would be FINISHED in 3-5 days!". At that point the supervisor glared at James. He said no, to "be prepared to be without a kitchen for at least two weeks". Had I not put down a $6000 dep and was past the cancellation date, I would have cancelled. We were told that the cabinets would be in in about a month.
After weeks past that time, and many phone calls from me and being told "oh the cabinet makers are so busy that they can't fulfill all orders on time", they began installation, after sending out yet 2 more employees to remeasure. After the cabinets were completed (the installers were excellent and perfectionists. They also informed me that Long Kitchens overcharges and that they, the installers, make very little comparatively).
A few days later, enter another measure guy. He brings out a high tech laser measure on a tripod connected to a laptop and so on, and spends a good deal of time measuring. After he is done he asks me to sign the form agreeing to his measurements. But his Laptop "is not working correctly", so I cannot read what I'm signing. I reminded him to be sure the backsplash comes all the way to the edge of the wall. He said it would. Well, when installed, 2 weeks later, it did not reach the end of the wall. I immediately contacted Long Kitchens. They asked if I signed the paperwork when the measurer came out (which one??). I said yes, but that since I had NO WAY of knowing if the measurements were correct (I don't own a high-tech laser measure and if I did, would not know how to work it and they had 4 different measurement times)and that I told him my wishes about the back splash. They asked did I tell the countertop installers it was done incorrectly. Yes, and they said "talk to Long Kitchen". Long asked that I email pictures to the counter top people to show that it was not finished. I did and heard nothing.
Then I get a call from Long wanting their money. I tell them the counter top co. never contacted me to fix this and they would've know this had they bothered to do a customer satisfaction call. They ask me to email them the pics instead. I do.
Then I got a letter from their collection dept b/c I had not paid the rest of my bill. I called them and they said not to worry that it would be fixed to my satisfaction. Several weeks later I get a call from them. First words out of their mouths were basically "wheres our money?". I then went through the long story with this guy (who already really knew the story). I told him they were not getting a dime until they finished the job. I also informed them that I was not given a discount (I had previously discussed this with them before) as was advertised, and I still have that flyer, for the 750 off and the additional 500 off for the time the appointment was scheduled. He then told me "oh, thats only if we didn't give you any discounts on your order at the estimate with James." First I'd heard of this. And he wouldn't discuss the 500, saying that they were loosing money on our kitchen order, that we were basically getting it "at cost", that it was "under estimated", and they just couldn't give me the advertised discounts. And was I sure that I wanted to have the counter extended, as that wasn't really "how its done" and that I should peel off my new wallpaper and go to Macy's to the "eye-shadow makeup dept" and ask to see earth tone colors to use as paint ideas since wallpaper really isn't "in". Huh? I ignored his sexist comment and told him that i liked my new wallpaper just fine and wanted the counter top done the way it was told to me that it would be. I tell him they will not get any money until that time.
At this date, I'm still waiting for it to be fixed. This has been a nightmare. A Long nightmare.
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