Fireplace mantle and surround cabinetry
I hired this company based on the reviews on homestars. I don't usually write negative reviews but I feel compelled to based on the numerous issues I experienced. The job itself took six months to complete, months longer than it should have. After receiving the first design for approval, I went into the showroom to discuss and revise the design with my sales consultant. I thought I was making the process quick and easy by making this effort to physically come in for a discussion. This visit proved a waste a time as the next design that came through didn't reflect our discussion. I had to return to the showroom to discuss the design and this time I met with the true designer on staff and we came up with a design that everyone was comfortable with. While the design phase was bad, the install process was even worse. Before the install began, it was suggested to us that the cabinetry would be installed in one day. On the day our installation was scheduled for, the installer didn't arrive until 3pm. He didn't finish that day (not surprisingly). He came out two additional days, each for a few hours at a time and sadly always when my son was trying to nap!! We found out that the installer was terminated by Lancaster sometime after our job. The panels in our doors needed repainting and couldn't be installed with the cabinetry. We were told it would be another week to get the doors back from the painter. It would end up be another month before Lancaster would return with the doors to finish the job. If that wasn't enough, we had to have another company come out to measure and then install the stone around the fireplace. On the day they were scheduled to come, they didn't show up and they didn't have the decency to call to say they weren't coming. Talk about bad service!!! I wish I could say it was all worth it but the final job isn't great. Despite the work done by Lancaster to measure the space before the design was drafted, the fireplace isn't centered relative to where the original fireplace was and so it doesn't line up with the tile detail on the floor. We also had requested they use a material in the door panels that would allow a remote signal would pass through. This concept was understood by Lancaster but unfortunately the delivered product doesn't function very well so we have to open the cabinetry doors when using the remote. I think everything that could have gone wrong, went wrong and I wish I had another company for this job.
- Approximate cost of services:
- $12,000.00
- Company Response
Hi Kimberly,
I am very sorry to hear that you are disappointed with the end result. I would like to start off by saying I was the true designer on your job and not just a sales consultant. In custom work there is always a designer and a detailer who work out all final measurements and details for production this is so across the board for all custom companies. In your case you were told that the production would take roughly 10 weeks for a painted finish and the design time depends on how many changes are made, in your case you sent me various changes after coming to finalize the design which resulted in our meeting with the detailer to ensure that we could do what you were asking for -- as it was a completely custom design feature that we had to manufacture and not pieces that could be ordered.
The install did not go smooth due to various reasons such as uneven walls and floors and the fireplace installer did not center the fireplace and had to go back to do so, therefore our installer was not able to complete the job as promised. We did our best to fit you into our schedule along the way to get the job done as soon as possible. We also did our very best to get back as soon as possible to do any service, but in your case the doors had to be sent back to paint finishing - this timing is out of our control due to its custom nature.
The feature of the remote signal passing through the painted material was not guaranteed to you as discussed as this is not something Lancaster offers but tried to delivery as requested.
As for the granite surround around the fireplace that is always out-sourced as we are not a granite or stone company (they template and then install shortly after, again this is the procedure across the board for all custom millwork companies which I also explained to you and you were aware of). It was also brought to your attention that the tile on the floor was not centered to your mantel or fireplace - so again you were aware of that. Finally, your install was completed roughly 3 months ago and you could have reached out to me to discuss your disappointment and frustration to see what could have been done but you did not do so.
Again, I am very sorry that you are disappointed but I feel Lancaster delivered what was promised to you and we took all the steps to get the job done right given the unexpected and unforeseen delays.Best Regards, Beverly