ComplaintsforJae Company

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased and paid in full November 15, 2021 the JAE company for kitchen cabinets and appliances. Cabinets were delivered in January 2022. A couple of cabinets and cabinet doors arrived damaged, and hardware and pantry drawers were missing and had to be reordered. It was clear the JAE company had not checked the order before delivering it to our home. Our contractor worked on other areas of the home while waiting for JAE to rectify the order, so he could complete our kitchen. Our contractor and my wife and I all contacted the **** *** branch (where we made our purchase) several times beginning in June, 2022 to ask when the final parts would be delivered. We believe we have been very patient. In July, 2022 we contacted the Lane Ave branch supervisor. In August, 2022 we contacted the headquarters (in Westerville) and spoke to Kent, Todd and Jennifer. We were assured that he (Todd) was looking into the situation and would call us that week with more information but he did not, we had to contact the company the next week. Some of the missing materials arrived in August, 2022, but we are still waiting for the remaining pieces. Two weeks ago (September, 2022), we were assured by a manager (Todd) that we would be contacted that week for the JAE Company to send someone to install the final pieces. To date, September 13, 2022 once again we have not heard from the company. We are upset because it is now almost a year since they have been paid and we are still waiting for our kitchen to be completed.

  

  Business response

  09/21/2022

  Mr. & Mrs. *** ******  First of all we apologize for the delays in your project and the parts required to complete your kitchen. Secondly, it is important when materials are delayed we need to improve our communication.  We received the parts in August and our sales manager delivered to the customer's home.  At that time we were made aware more parts were needed and those remaining parts were ordered. Per our most recent text thread on September the 8th we are awaiting the final parts from our supplier.  Once those parts are delivered to us we will provide to the homeowner and install if needed.  We are willing to meet the homeowner at the house with the final parts to bring about final resolution.  Thank you and again apologize to the ****** for the inconvenience and delays.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩