Replacement refusal

COMPLAINT: Claudia Krich, Davis, Calif.

"I hired Mr. Cabinet to install new cabinets and countertops. The first time they installed the cabinets, there were many mistakes. They fixed most of [the mistakes], but pressured me for my final payment before they installed the countertops. I didn't pay.

"The countertops were installed, and there were still some mistakes. The cabinet over the stove top was three inches too short, and the cabinet over the refrigerator was four inches too short. They said they would fix these final mistakes, and asked me to please pay at that time. So I did.

"An employee at Mr. Cabinet promised they'd replace the cabinet over the refrigerator with one the correct size. Then the employee e-mailed me saying he no longer worked for Mr. Cabinet and I should contact them directly. I did, but they didn't respond.

"I got them to call back by pretending I wasn't someone with a history with Mr. Cabinet. They refused to replace the cabinets. They said because I signed the contract, confirming the measurements, then it's my fault I didn't check all the measurements before anything was built. How does a customer check measurements on cabinets that don't exist yet?"

DESIRED RESOLUTION: "I'd like Mr. Cabinet to replace the cabinet or build a shelf under it. I might even accept just getting the wood and my husband will build the shelf."

RESPONSE: David Ferguson, CEO, Mr. Cabinet

"The member wants to make changes without paying for them. She placed an order with measurements specified and we built to those specifications.

"We offered to make changes at cost, but the member only wants the changes for free. She doesn't want any responsibility for the order, even if she approved the work."

STATUS: Stalemate