ComplaintsforLogan Square Aluminum Supply, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  S2247321 On February 5, 2024 I ordered several items from Studio 41, including a quartz vanity top for my master bath, for which I received a quote of $734 (198 for material and 536 for labor). I paid the full amount on Feb 12. On May 31, I was surprised to discover that the price had changed, and that I was being charged an additional $345 for the quartz vanity top plus labor.When I questioned my sales **** *************************, as to why I was seeing a difference in price, she acknowledged that she had "made a mistake" in pricing. She did not contact me to notify me of the change in price or explain her error. I understand that mistakes happen. However, the price I agreed to (and paid for) back in February was $734, not $1079. Only when I noticed an additional charge added to my bill on May 31 did I find out that I was being charged an additional $345. Because I had contractors on site to do related installation work, I had no choice but to pay the additional amount in order to avoid costly delays.When I contacted Studio 41 regarding this, I received a customer service email that my complaint would be addressed within 48 hours. Other attempts to discuss via phone have been ignored. I've heard nothing from Studio 41 regarding this issue.

  

  Business response

  07/24/2024

  We reviewed the details of the order. There were a few changes to the original quotation based on the final measurement of the countertops,and the customer also added some additional items to be made. We communicated to the customer by email on July 22, 2024 and provided her with the details of these price changes which had been sent to her previously. We have determined that no refund is due.

  Customer response

  07/25/2024

   
  Complaint: 22008479
  
  I am rejecting this response because:

  1) When I requested the quote for the vanity top, I was able to provide measurements to within .25 inches for the vanity, 58 x 22. That's the vanity size that I received to within .25 inches. I dont understand how the price for the vanity top could change by $345 with a .25 inch difference. So I don't buy this explanation. 
  
  2) I received an acknowledgement from the sales *** in February. I received a second acknowledgement in May with a higher price. When I questioned my sales *** about it, she ADMITTED to me that the price was $345 higher because she had made a MISTAKE in her quote. Also, the pricing changed right before the vanity top was measured / installed, so the explanation that the price changed because of a change in vanity or sink size doesn't make sense. She addressed the price difference only after I questioned it and had workers on site. 
  
  3) I was quoted and charged separately for the extra pieces that were ordered (a niche and shower threshold). These pieces are not included in the vanity top pricing and are not the issue. The issue is the master vanity top, for which the final price I was charged was $345 more than the price I was quoted due to a mistake that the sales *** made when providing the quote.
  
  4) The original sink hole is ***** x ***** (I know this because I have it installed elsewhere in my home) and the new sink size is 12 x *****. The change in size was made when the fabricator arrived to measure. It had no effect on the fabrication and did not require extra material or any recutting or additional labor. I also returned the original sinks myself (both sinks still in unopened boxes), picked up the new sinks, and drove them to the fabricator. The seller is making excuses to cover up their error. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/01/2024

  See the attached email from the customer to us dated June ******. She acknowledges and agrees to the additional cost of $345. There was no mistakeby our sales person. The original quote for the counter top was based on the cabinet sizes provided by the customer. This additional cost was based upon the on site measurement of the required counter top size by the manufacturer and the addition by the customer of the backsplash. Those overall measurements were different and larger than the original sizes provided by the customer. No refund is due.

  Customer response

  08/05/2024

   
  Complaint: 22008479
  
  I am rejecting this response because:

  1) The price of the vanity increased by $345 before the vanity was measured, before the vanity was installed and before the sink size changed. So the change in price is not due to measurements that were different from what was provided in the original quote. 

  2) The salesperson admitted to me on the phone that she had made a mistake in pricing, and she apologized, after I called her and asked why I was being charged an additional $345 for the vanity. 

  3) I had no choice but to pay the additional amount because payment was due before the fabricator would schedule a time to measure. The measurements of the vanity did not change from the measurements I provided in February when requesting the quote.

  4) I attempted to find another fabricator and better price, but could not get a quote within the timeframe needed, as I had contractors on site who were waiting for the vanity install in order to complete the work they were hired to do (plumbing, tile backsplashes, etc).

  5) There was no "backsplash" added to the order. The additional $345 was an additional cost added to the original cost for the vanity top. The $345 did not include the cost of a "backsplash," or a "shower threshold" or a "niche piece." I was charged separately for each additional item I ordered (in this case a shower niche shelf and a threshold). For example, I was charged an additional $69 for the shower shelf (niche).  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 30, 2023 I purchased 8 new windows from ClimateGuard from $6289.00 that included a installation and product warranty. On January 24, the windows were installed. I contacted ClimateGuard, who assured me that I wouldn't need plastic for my windows, to inform them that I continued to feel air. The dispatched the installers out to "look at the window" After three visits they finally removed the capping to show me where the installation was. As a result, it was discovered that there was no insulation of caulking between the frame and the brick of the house. ClimateGuard refuses to remove the caps and install insulation and caulking between the window frame and the brick of the house. It is clear that ClimateGuard uses deceptive practives by promising to install windows that prevent cold and hot air from coming into the house.

  

  Business response

  04/05/2024

  We received a letter from an attorney representing **************************. We have responded to that attorney in an attempt to resolve this matter.

  Customer response

  05/06/2024

  Better Business Bureau:
  
  Hi. Thanks for all your help. This complaint has been resolved satisfactorily. 

  
  

  Sincerely,
  
  Quincy Roseborough  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered kitchen cabinets,(ORDER NO. CSS123704) the sales representative put the measurements wrong, he reversed the measurements on the right side with those on the left side and the entire kitchen does not match the space, I asked him to correct the error which he accepted, but he refused to help solve The problem, now I have a complete kitchen that does not fit, the apartment was supposed to be rented this month and I have to pay the employees again, the employee ****** from the branch was very incompetent and did a terrible job, I need this to be solved problem as soon as possible, I asked to speak with a manager and the sales representative told me that they did not have a manager at that location

  

  Business response

  02/14/2024

  The customer returned some ******************** and bought some replacement cabinets. This matter has been completely resolved.

  Customer response

  02/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern:On 10/14/22 I made a deposit to order kitchen cabinets from Studio 41 totaling ********. During the months after the order was placed, I had several correspondences with my sales representative ****. I reached out by email to get an update on if cabinets had arrived on Thursday February 9, 2023 4:05 p.m. and I got no response then again on March 2, 2023 8:36 A.M. again no response (I emailed the thread of that). Then I had another correspondence with **** by phone not sure of the date in regarding an issue with the cabinets **** explained that a couple of cabinets were damaged. Ms. **** stated that she would take care of the issue and notify me when the order will be ready for pick-up. On 8/28/23, **** notified me that the cabinets were ready for pick up. On Saturday 9/11/23 We paid the balance for the cabinets and were directed to pick up the cabinets from the warehouse. I picked up cabinets up on 9/16/23 I opened one box of cabinets and found major defects. The cabinet were uneven and had a piece of wood protruding from it and even dented. I immediately called **** and told her I was dissatisfied with what I saw and would like to review the cabinets with Studio 41 as this is the second time there was a problem with the cabinets. The first, they brought to my attention and the second I brought to their attention. I told her I was going to return the cabinets and I requested that a manger be present to review the order. On 9/18/23 I returned the cabinets to Studio 41 first going to see **** who directed me to the warehouse. Once arriving at warehouse, the manger looked at the cabinets and stated that they do not take returns and that I needed to unpack them at home and then contact them regarding any defective cabinets. I told the manager that I did not feel comfortable driving back home (35mi) to open cabinets that are already bad. I told him I would be leaving cabinets there. I unloaded all the cabinets in their warehouse I took video and pictures to that affect. On 9/19/23 I spoke with **** who stated she would review cabinets with me the later she emailed to back out of meeting. After further correspondence with studio 41 ********************* director of cabinet division emailed us that we can meet at their warehouse where they would stage the cabinets so we could view cabinets together. We met with ***** and another manager and reviewed all the cabinets. After reviewing cabinets, we found more defects, dents cracks and dings. We took several pictures of the defective cabinets to point out areas of concern. I have emailed pictures to Studio 41 and ***************** I emailed ********************* that I wanted a refund for the cabinets based on the condition of the cabinets being beat up and damaged and I provide pictures to that affect.I am disappointed that they would give me such a beat-up product as if it was in new condition. Also, I cannot understand why they would not send the cabinets back to the manufactures as they are defective therefore provide me a refund. That would seem to be the proper thing to do. As a customer I have done nothing but provide them payment for a new product for which they have given me a defective product.I use my **************** for purchases such as this to provide me protection if something like this ever happens. In conclusion, I am disputing this transaction based on the pictures provided showing cabinets given to us that have defects, dents cracks and dings. These cabinets are not acceptable. We paid ******* for these cabinets. I have attached just a few pictures but I have a lot more pictures.Thank you for your assistance,***********************

  

  Business response

  01/16/2024

  The order for kitchen cabinets was placed with Studio 41 on October 14, 2022. The customer selected a cabinet style and finish to meet the specific price budget he had. Each page of the order document clearly states in bold letters SPECIAL *****. The last page of the order document also clearly states ***SPECIAL ***** NO RETURNS OR EXCHANGES***. The last page of the order document also states PLEASE CHECK COLOR, STYLE, SIZE, DESIGN, BEFORE ***** IS PLACED. REVIEW EACH ITEM TO CONFIRM THAT THE ***** IS CORRECT. SIGN BELOW TO APPROVE PLACING THE *****. ***** MUST BE PICKED UP OR DELIVERED WITHIN 14 DAYS OF NOTIFICATION TO YOU THAT IT HAS BEEN RECEIVED. A STORAGE FEE WILL APPLY IF THE ***** REMAINS IN OUR WAREHOUSE FOR MORE THAN 14 DAYS WITHOUT SCHEDULED PICKUP OR DELIVERY DATE. The customer signed the last page of the order document. The cabinets arrived from the manufacturer complete to our warehouse on December 15, 2022 and the customer was notified by text message on that same date that the cabinets had been received by us. The customer communicated to the salesperson that there were issues with the property and he was not ready to start the installation.
  
  Our salesperson was also working with the customer on a quote for bathroom ******************** for the same property, and reminded the customer in a few conversations over the next six months that the kitchen cabinets needed to be picked up. The payment of the balance due for the kitchen cabinets was finally made on September 11, 2023 and the customer picked up the ******************** on September 16, 2023. We did not charge the customer any storage fees, which normally would have been hundreds of dollars. The customer apparently opened one box of the ******************** at the home and was not happy with the quality of the one cabinet he inspected.Without our prior authorization, the customer attempted to return all of the ******************** to our warehouse on September 18, 2023. Our warehouse manager would not accept the return of the cabinets since this was a Special Order and no return authorization had been issued. The customer then placed all of the ******************** in our warehouse parking lot and left the area. We moved the cabinets from our parking lot into a vacant area in our warehouse.
  
  Our ****************** Manager agreed to meet with the customer to inspect the ******************** together on September 25, 2023. Prior to that meeting,our Manager and one of our ****************** supervisors inspected all of the cabinets. We determined that two cabinets needed to be replaced due to frame damage. We were unable to determine where the frame damage *** have occurred but suspect that it *** have happened between the time the cabinets were picked up by the customer and then left by the customer in our parking lot. We offered to order a replacement for the two damaged cabinets at no charge, but the customer declined our offer. The majority of the quality issues that the customer claimed were on the back side of the cabinets, which would not be visible once the cabinets were installed on or against the walls. It is standard practice in the cabinet industry to not fully finish the back sides of cabinets.
  
  The customer disputed the charge with his credit card company and the dispute was denied. We are still willing to order a replacement for the two damaged cabinets. If the customer does not pick up the ******************** by the end of January ****, we will consider the cabinets to be abandoned by him.

  Customer response

  01/22/2024

   
  Complaint: 21036176
  
  I am rejecting this response because: Studio 41 has not resolved the 2 cabinets that they have stated are defected, nor have they resolved the other cabinets that we reported  were DEFECTED.   We have provided many photos and we pointed out all of the DEFECTED cabinets to ***** and her staff person. We have not heard from Studio 41 regarding any reasonable resolution other than pick up the DEFECTED  cabinets.  As of today, we have not had any correspondence with Studio 41 telling us to pick up the replacement cabinets that they have taken responsibility for being damage or the additional cabinets that we have stated were defected and provided pictures for. The cabinets have been in their possession since 9/18/23.  How can they demand that we pick up cabinets by a certain time when they have not resolved/replaced the DEFECTED cabinets.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/08/2024

  As noted in our previous response, in a meeting that occurred on September 25, 2023 - "We offered to order a replacement for the two damaged cabinets at no charge, but the customer declined our offer." We are willing to extend that offer one final time until February 15, ****. If the offer is accepted by the customer, it may take two months for the two replacement cabinets to be manufactured and shipped to us. If the customer does not accept this final offer or declines this final offer, the customer must pick up all of the original ******************** by February 29, ****, or we will consider the cabinets to be abandoned by him.

  Customer response

  02/15/2024

   
  Complaint: 21036176
  
  I am rejecting this response because Studio 41 did not address all of the cabinets that were damaged.  During our walk through we took pictures and pointed out to their staff members all of the other defects that were found.  There were more than just two cabinets that were defected.  I have submitted several pictures of all of the defected cabinets.  We are waiting for Studio 41 to reach out to us with a reasonable plan.  
  
  Sincerely,
  
  ***********************

  

  Business response

  02/25/2024

  As stated in our previous response, "We offered to order a replacement for the two damaged cabinets at no charge, but the customer declined our offer. The majority of the quality issues that the customer claimed were on the back side of the cabinets, which would not be visible once the cabinets were installed on or against the walls. It is standard practice in the cabinet industry to not fully finish the back sides of cabinets." For all five of the images, the back sides of the cabinets will not be visible once the cabinets are properly installed. For images 2 and 3, the rail will be covered by a countertop. For image 4, this is a corner cabinet and it must be built that way. The current delivery time for replacement of two of the cabinets is eight to ten weeks. We have extended the time for the customer to pick up the ******************** that he left in our warehouse parking lot on September 18, 2023 without any return authorization, from the end of January **** to the end of February ****. We have already waived the daily storage charges for the cabinets. That cost would be several thousand dollars. The customer needs to pick up the ******************** since they have been in our warehouse for over one year. Otherwise, we will consider the cabinets to be abandoned by him.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid this business to replace windows in our home and they did not do the work on the day it was scheduled for. They showed up briefly, looked at the windows, and then left and never came back. They have since been unresponsive to my messages and we have already paid a large portion of the total cost. We have no idea if or when they are going to replace our windows. The salesperson, ***********************, has been totally unresponsive to my attempts to contact him.

  

  Business response

  11/17/2023

  We have no information about the person who filed the complaint at this address. Climate Guard Windows And Doors was contracted to manufacture and install replacement windows in seven units in a multi unit building. The windows in two of the units have been installed. Due to an unexpected problem with the sub contractor who was to install the windows, we notified the owners of the other five units by telephone or email of the delay in the installation schedule. The installations of the windows in the five remaining units are currently scheduled between November 20 and December 6. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, We have purchased a shower system alongside a faucet for our new remodeled ****. We have installed it according to the instructions given with the product. The shower was not used for almost a month, when used, due to the fact that it was new it didn't need cleaning for another 4-5 weeks. However, in this time the shower bar got rust on it, I would like to mention again, we have not even started to clean it. I have contacted Studio41 immediately to let them know that the shower bar has rust and it was used twice and never cleaned. They have told me to contact House of Rohl which is the manufacturer, so they don't really deal with customer concerns, they just pass you over to the manufacturer. The manufacturer responded within 2 months saying that the rust was something we did, we used cleaner that was not appropriate. I repeat, we did not clean it and even if we did, how come only the bar got rust. It absolutely does not make any sense. They were rude and blamed us for a product that lacked quality. I have tried to contact Studio41 to fix the issue since they are the ones that sold these products to us. They take forever to attend to a matter, they made us send them pictures again. Even after that, they got back to me in two months. It's almost a year, going back and forth with emails, there is no accountability taken for the low quality of products they sell, deceptive information presented to consumers, absolute negligent attitude towards customers. We should be protected in cases like this.

  

  Business response

  07/19/2023

  The customer has received replacement parts from the manufacturer.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered kitchen cabinets on August 11, 2022 from studio 41 in **********, **. I called the sales lady and her name was ****** about the measurements to double check the size accuracy. I told her to adjust the size of the cabinets and eliminate the one by the dishwasher because we cannot install one there. There is not enough space. She did not change the sizes. The cabinets came in September. They are too big for my kitchen. I called the lady twice to explain to her they are too big. I called several managers and no one answered. Finally, a lady told me to email one of the managers and I did. She responded couple days later and told me they cannot be returned. The cost is too much for me to waste. I cannot install them in my kitchen. The managements are very bad at responding and dealing with customers. The cabinets are sitting in my living room in boxes and I don't know what to do with them. I need you to help me to return them. I called the credit company to dispute the transactions. Thank you for your assistance.

  

  Business response

  10/17/2022

  The two pages of the original receipt state in large, bold print "...SPECIAL ORDER..." above the detail of the cabinets ordered. The bottom of the second page of the receipt states in capital letters "***SPECIAL ORDER - NO RETURNS OR EXCHANGES***". These Special Order cabinets are not returnable. The customer and her contractor (who is to install the cabinets) asked for a change and reduction in the size of two of the cabinets. We were able to make this change in the original order with the manufacturer of the cabinets. The sizes of the cabinets on the original order and the change order were reviewed and approved by the customer and her contractor. The complete correct order of the cabinets was delivered to the customer by the manufacturer. 

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a former customer of ********************* located here in *******. I have reached out to the headquarters as well as the store that I purchased the cabinets which is located on the southside of *******. I made a purchase for cabinets for my new kitchen. When cabinets arrived there were a few pieces missing and too many of the same type of cabinetry. I look on my receipt and there is a clause there for a 45 days of return. I call the salesperson back and she said the brand in which I purchased was non-refundable. If this was the clause with this company I wouldn't have never made the purchase. She was busy perhaps trying to make her commission that the customers interest and needed information wasn't given. It is totally unfair when companies take advantage of customers and then block them from speaking to management. This is my 3rd purchase from this company and I am mortified at the treatment as well as the deception used to gain a commission.

  

  Business response

  10/12/2022

  The bottom of all three pages of the receipt states "ALL returnable merchandise MUST be returned within 45 days of purchase to receive any refund, credit, or exchange and MUST be accompanied by this receipt. Please verify all items PRIOR to installation". The first two pages of the receipt states in large, bold print "SPECIAL ORDER" above the detail of the cabinets ordered. The third page of the receipt states in capital letters "***SPECIAL ODER - NO RETURNS OR EXCHANGES***". These SPECIAL ORDER cabinets are not returnable merchandise.

  Customer response

  10/12/2022

   
  Complaint: 18186006
  
  I am rejecting this response because: I would like someone from the corporate office to give me a call at ************.
  
  Sincerely,
  
  *************************

  

  Business response

  10/28/2022

  One of our managers spoke to the customer and the matter has been resolved.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased cabinets thru Studio 41 on 3/9/22.. When they arrived in the beginning of June my contractor attempted to install but several cabinets were damaged. I was promised replacements within 2-3 weeks. I was told the new cabinets were to be delivered to Studio 41,, they would inspect the cabinets and then deliver to me. Finally the new cabinets were going to be delivered on July 13th. I was going on vacation 7/15. I had my contractor at my home waiting for delivery. Didn't happen, but promised for 7/14, didn't happen. No matter what the cabinets were coming 7/15. As I was boarding the plane my guy called to say no delivery again! Once again promised. The cabinets were finally delivered on 7/19. No drawer fronts, no cabinet doors!!! 3 cabinets still had damage but I accepted them anyway. I contacted Studio 41 and they stated they didn't realize doors were damaged attached pics show the damage. Told they were be a quick turnaround. On Sept 6th they came to deliver the doors once again not inspected. 3 of the doors were damaged and drawer fronts warped. I had notice about a mnth ago another drawer front with paint coming off and they ordered that and it was fed exed directly to me. It arrived with poor paint and a sideways hole drilled into it. Once again told they would replace these. I had NO kitchen for 6 weeks, I had to pay a contractor for several additional weeks, paid for a dumpster for 3 extra weeks, spent a fortune on take out food and had a ruined vacation. Studio 41 wants me to attempt to get a refund from *******, I paid Studio 41 and I want a full refund.

  

  Business response

  09/27/2022

  The customer purchased ************************ from ********************. The ******************** were shipped directly from the manufacturer to the customer. There was an unusual amount of shipping damage as well as some quality issues with the cabinets. Studio41 is committed to get the job done and understands the frustration and disappointment she has experienced with the delays, damages and quality issues encountered on her project.
  
  Studio41 is working with the ************************ representative to get the remaining replacement doors and a drawer front that had finish problems or a bad joint. Our Studio41 technician will be scheduled to replace the remaining doors and drawer front as soon as they are received and inspected and are determined to be good for installation. In addition, ******* will be sending a furniture repair service for final cosmetic touch-up work. We are coordinating with the customer in an effort to get this done as quickly as possible.

  Customer response

  09/28/2022

   
  Complaint: 17934357
  
  I am rejecting this response because:
  
  ************************************************

  

  Business response

  09/29/2022

  We are still working with the customer to resolve the remaining issues.

  Customer response

  10/02/2022

   
  Complaint: 17934357
  
  I am rejecting this response because: I still am requesting a partial refund for all of the extra expense I incurred due to the constant unkept delivery times and damaged products. 
  
  ************************************************

  

  Business response

  10/03/2022

  We have communicated this request to the manufacturer of the cabinets.

  Customer response

  10/03/2022

   
  Complaint: 17934357
  
  I am rejecting this response because: I paid this company and this was the company that continued to promise arrivals that didn't happen and also promised to inspect products before they were delivered and that did not happen. I incurred a great deal of additional expense due to all of the things mentioned in the initial complaint. This still is not resolved and I am still having to give up my time to have people come to my house. I have 1 day off during the week to accomplish things such as groceries, doctor ***** etc. But I need to be home for this person or that delivery??? And I am on the 4th or 5th sets of doors and the bases have to be repaired. My brand new cabinets have to be repaired, how is any of this acceptable!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **************** Manager, ***************************. opened boxes from Madeli and Kohler without my permission, and deliberately removed critical parts required for installing the pieces I purchased, thereby making the items I purchased useless to me. I have incurred additional fees in labor, while waiting for the missing parts, exacerbated by ***** deliberately sending the parts to the wrong address, ignoring my correct address which is on file in the Studio 41 system.Contrary to company policy, ***** opened my boxes without my permission. Contrary to company policy, Studio 41 has refused to reimburse me for the additional labor fees I have incurred. Contrary to company policy, Studio 41 has refused to refund me for the merchandise, which cannot be used and Studio 41 has inappropriately referred me to Kohler for resolution of a problem that was created entirely by Studio 41. Studio 41 had no right to open my boxes and they had no right to remove parts from my boxes.

  

  Business response

  02/04/2022

  The attachment email labeled S1972097 is an email that we sent to **************** on January 21, 2022 in preparation for an upcoming scheduled order pickup. We offered to cancel the remainder of the order and give her a refund, because she has been so dissatisfied with Studio41. The order was picked up on January 24, 2022.
  
  The claims that our customer service manager opened boxes and removed items from them is false. Our employee did not remove any item from any box. Our warehouse staff inspect each item to check for visible damage and confirm that factory seals are in place. We have video and pictures from January 24, 2022 of the items that were shown to the men sent by **************** to pick up her order. The order was released when all items were reviewed and accepted.
  
  The first issue of missing items was brought to our attention on January 26, 2022, was that undermount sink clips were missing for the vanity sink. We had clips in stock, so our **************** Manager immediately dispatched a messenger service at our expense to deliver them to ****************. The attached email labeled Envelope from Studio41, shows the address number on the envelope was written incorrectly by the messenger service as 310 instead of 330. The messenger service called us to confirm the address. This was quickly corrected and the clips were delivered at 12:38pm, which was about two hours from the time we were notified.
  
  The attached emails labeled Toilet Paper Holder and Towel Bars refer to parts found to be missing after opening these Kohler items. The parts in question have to come from Kohler. They are not a common replacement part that we would have on-hand. Kohler prefers that customers call them direct if they need help with their product. **************** contacted Kohler and the parts needed are being sent directly to her. Kohler has taken care of it and we are not involved.
  
  From our perspective, this order is closed and complete. If **************** has items to return that are in the original package and have not been installed, we will refund her once the items have been returned and inspected. Kohler and Madeli will replace any missing or defective items but their warranties do not cover labor. Studio41 has delivered the products ordered. No billing adjustment is warranted.

  Customer response

  02/08/2022

   
  Complaint: 16691645
  
  I am rejecting this response because I have incurred additional labor fees as a direct result of Studuo 41 removing parts from my boxes. Significantly, 4 brand new boxed items from 2 separate manufacturers were all missing critical parts. This is no coincidence. Studio 41 acknowledged via email  that they had examined my boxes without obtaining my permission to do so so, contrary to policy. No one else opened the boxes or removed the parts. Studio 41s deliberate attempt ti cover up their actions are apparent in their email where they informed me that that I could return CUSTOM order items (which normally can not be returned)- items  that I had been waiting to receive for several months and items that I had never even seen. What is a rational explanation other than a cover- up for this email? Why would I possibly want to return items I had ordered, paid for, and been waiting for months to receive? The fact that Studio ******************************************************************************************************************* and of itself implies their willful snd deliberate actions. Significantly Studio 41 did not send me an email with the option to return my first order for my guest bathroom which ironically was a NON custom order. The contradictory actions of Studio 41 are obvious. Further Studio 41s posturing that Kohler should be responsible for replacing missing parts that Studio 41 removed  from my boxes under the guise that the missing parts were covered under Kohler warranty speaks to their lack of integrity in handling this matter. Studio 41 should reimburse me for the additional expenses I have incurred and ****** asked for repeatedly. 

  
  
  Sincerely,
  
  ***************************

  

  Business response

  02/10/2022

  We have procedures for managing the order fulfillment process in our warehouse.One of the steps is to inspect the packages for visible damage or broken factory seals. We have video of the order pickup and pictures of the individual items that were released. The packages were factory-sealed at the time of pickup. The entire order was reviewed item by item with the individual sent to pick up the order. Once the order was released and left the Studio41 warehouse, we had no further involvement with or awareness of what was done with the product. Manufacturer warranty procedures have been followed for handling situations if there are missing parts or other quality issues with a product.

  We immediately responded when notified of the missing parts. We had sink clips in stock so we were able to take care that problem without hesitation. The missing toilet paper roller and towel bar parts had to come from Kohler, per their policy.We followed up with Kohler to confirm that the parts were sent direct to the customer. We have had no return requests.
  

  Studio41 has delivered the product that was ordered and has fulfilled this sale.

  
  

  Customer response

  02/11/2022

   
  Complaint: 16691645
  
  I am rejecting this response because I have incurred additional labor costs and I have been unable to use products that I paid for. Studio 41 violated policy when they opened my boxes without my permission and me being present. They attempted referred me to contact the manufacturer BEFORE I had received my products. They told me I could return my custom order products BEFORE I had received them. When I told Studio 41 that parts were missing, she told me to contact Kohler and that missing parts were part of the warranty. Missing parts are not covered under warranty. Kohler made an exception to their policy and sent me the missing parts free of charge. Normally I would have had to pay for the missing parts. There is a recorded call stating that Kohler was going to take up the issue of Studio 41 opening the boxes with them. Kohler stated that the likelihood of 3 products all missing parts from the manufacturer was nearly impossible. Kohler was so shocked by the malicious actions of Studio 41 that they sent me the parts free of charge. I mentioned that parts were also missing from a different vendor. I wish to see the video Studio 41 keeps referencing. I can share that video with Kohler as they too incurred additional costs due to Karens deliberate vindictive actions - stealing parts from my custom orders.  4 custom order boxes from 2 different manufacturers were all missing parts. All of those boxes had been examined by *****. What was she looking for? How could she miss a roller missing toilet paper holder? There is no way for anyone to examine products in opaque cardboard boxes without opening them. The fact that ***** opened the boxes and took parts from them is obvious.  I request to be reimbursed for the additional expenses I have incurred for labor- expenses incurred while workers being paid by the hour waited for missing sink clips to be delivered by Studio 41 to the WRONG address( see photo). Additional expenses incurred because the other 3 items could not be installed when the workers were originally present to install those items. A second visit has to be scheduled. I have been unable to use products I paid for and have had to take time off work for the additional appointments to install my products in addition to paying extra for labor.
  
  Sincerely,
  
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