We purchased a Laurysen Kitchen from an authorized dealer and our experience with both the dealer and the manufacturer has been extremely disappointing. Since this review is specifically for the manufacturer and not the dealer I will leave the dealer issues; for the most part, out of my review. Our issue with Laurysen is warranty and customer service related. After our kitchen was installed (well partially installed as the dealer never finished the job) we noticed that all our painted doors were not sprayed properly during manufacturing and were displaying "thin" paint and rough finish between the door panels and the decorative trim that's applied on the front of our doors. After we notified our dealer a representative from Laurysen came to our home and confirmed that they had seen this problem with other customers and that a known equipment problem was causing some painted kitchens to be improperly sprayed. His solution was for the dealer to dismantle the doors and have them sent back to Ottawa to be re-painted. We were not happy with having to send all our doors back but we agreed to this as we really had no alternative. After Laurysen visited us we started having a multitude of issues with our dealer and had to sever that relationship as we no longer trusted his work or believed that he would actually complete our kitchen (and home renovation) to our satisfaction. We notified Laurysen of our dealer issues and requested their assistance to help us completely our kitchen and address our warranty claim; either directly or via an alternate dealer, but Laurysen stood behind their dealer and more or less refused to provide us with an alternate solution to our issues. In addition the Laurysen rep said that he had only agreed to fix a dozen doors and that's all they were going to warranty. (We have roughly 30 doors and they all have the same issue) It's now been 6 months since we ordered our kitchen and it's not finished and we have not been able to have our warranty claim fulfilled. We asked Laurysen on multiple occasions for help (we even told them we would pay for the missing pieces that needed to be re-ordered) but their response is that they don't get involved in dealer issues and they repeatedly asked us to work things out with our dealer after we very clearly communicated to them that this was out of the question . A VP of the company was CC'd on all our communications and neither he or the Laurysen rep that is handling the warranty issue did anything to help us. We are aware of at least 3 other kitchens in the area this year that have gone thru the same issues; this is not an anomaly and Laureysen doesn't seem to be proactive with their Quality practices to fix it. We are not sure why awards are being given to this manufacturer; but I wouldn't recommend them at all to anyone wanting to renovate their kitchen.
- Approximate cost of services:
- $15,000.00
- Company Response
At the request of the Dealer our Representative carried out a kitchen inspection. The inspection showed that 12 doors required repainting. This was agreed upon at the time by both homeowner's who were present as well as the dealer. The Dealer was to remove the doors and return them to our plant. Before this could take place the homeowner advised us that they would be taking legal action against the dealer, for a variety of reasons, mostly not connected to the kitchen. We were then informed that the dealer may be taking legal action against the homeowner. We encouraged both parties on many occasions to resolve their differences. Once legal action commenced we were placed into a position that we could do no more and must await the outcome of the proceedings. However, our agreement to repaint the 12 doors is still open and on several occasions been communicated to the homeowners should they wish to proceed.