After many years of contemplating a new kitchen my...

After many years of contemplating a new kitchen my mother had chosen Alure Home Improvements. It had been a relief as I assumed they would be there for her to resolve issues that would arise as they had guaranteed that they were a "full service remodeling company". Unfortunately, since the project has started I have had to be at my mother s house almost daily to oversee and resolve problems that have arisen. The staff that originally told my mother they would be there to oversee all steps of the remodel have not fulfilled their promise.

The Alure staff formatted a layout with my mother with both product type and dimensions being spec d. Unfortunately as the cabinets were nearing completion both my mother and myself realized that both the location and size were not what was originally drawn up. The island that was planned at 36-inches was only 30-inches. Although the builders acknowledged that this was an error they continued to build the kitchen around this instead of addressing the issue. Not only was the size wrong but the cabinetry itself was wrong. Spice racks that were requested in triplicate came with only one.

Sadly as I tried to help my mother through this ordeal there was no one in charge responding to my calls. No one seemed to be able to send me the original drawing so that I could point out these errors to the workers. A job that I thought would be fully overseen by a knowledgeable staff was becoming one that was changing into a kitchen we had not ordered.

The kitchen cabinets are not the only issue. The exterior exit door is rising 1.5" above the sub-floor. Although this would be sufficient had 3/4 inch tile been laid, when 1/8" vinyl floor is being installed, this is now in violation of Section 1008.1.7 of the 2012 IBC (Thresholds at doorways shall not exceed 3/4 inch in height above the finished floor or landing). This could lead to a hazardous situation. For one, my 86-year old grandmother would have great difficulty with this, as it leads down onto a lower step.

Due to the lack of communication between the planners, project managers and sub contractors extra time and work has been needed on the project. This could have been eliminated if everyone was kept duly informed from the start.

We have been chasing down the interior designer / planner for a detailed BOM cost to verify that the extra work mentioned above is not "padded" into the final bill and credited to the account as such. On our last meeting Wednesday September 9, 2015 she informed us that she had received managerial approval to release and would fax it over by the end of the day. It is now a week later and no documentation has come yet.

This brings me to the point of this testimonial. As I had researched a bit more in-depth of Alure I tuned into Sal s YouTube video "How Alure Home Improvements Addresses Negative Reviews". He mentioned his praise of the ability of people to complain on social media because "maybe the customer didn't want to interact". I personally have called your customer service center countless times. I have attempted to call Mike Camastro (the Vice President of Customer Service) on September 4th and September 14th. I've tried to interact. I've tried to call. But never once a return phone call. Sal said he "wanted the opportunity to turn you into a raving fan", however with the lack of communication I doubt we'll get there.

Sal - I welcome you the opportunity to "react quickly, do the right thing, stick by them and turn them back into a raving fan". I would be glad to see this kitchen project turned into the project of her dreams.