My husband and I just completed a major kitchen remodel at our home and K and B Galleries provided the majority of the work as well as the cabinets and appliances. We wanted to let you know how happy we are with the finished product and especially with all of the people that we worked with from your company. You have an outstanding team and we were pleasantly surprised at how smoothly everything went with this remodel. From meeting your sales representative at the Home Show last fall to the completed job, we were very pleased with all of the people that you sent to work on this project. Any time you start a project like this where you will have a number of people in your home working while you are living in the same dwelling, it can make you somewhat apprehensive. We were always very comfortable with all of the workmen that you sent to our house, they were always very friendly and polite and made us feel that they were going to do a good job and still respect our house.

We met Shanda at the home show and she was very good at touching base with us afterwards and staying in touch until we were ready to start the job (we had originally thought of starting in Oct but pushed the start date back to Dec - she stayed in touch without making it seem that she was pushing us to start work before we were ready). We also saw her several times after we started the project and she was always interested in how things were going.

Amanda was wonderful to work with on our design. We changed our mind (and she had to change her plan) after our original plans were drawn and Amanda took it all in stride and made some great suggestions that several of our friends that have seen the finished kitchen have really liked. She was also an exceptional single point of contact anytime we had questions or needed to have something taken care of. She was always prompt in returning our calls, dealing with our questions and getting someone out to take care of the issues that came up during the remodel.

Your project managers Frank and Paul were also a pleasure to work with - they offered great suggestions when we encountered problems and one of them was always around when we needed their attention. We always got the feeling that they were on top of our project and that if we needed to have something done, they would take care of it and it would be done well. All of the people that they sent to do different portions of the project were also good to have working on our house. Knut did a wonderful job on the sheetrock and the sprayed ceiling. He had some definite challenges with the plumbing from the second floor that he had to work around but everything looked marvelous when he was finished. Greg put the gas line for the range in and found that the range hood was defective before it was installed so he and Frank alerted us to the fact that we might want to reorder it. Then he came back and installed the replacement and changed the gas line connection so that the range could be pushed closer to the wall. And we cannot say enough about David and Michael. We feel very fortunate to have had them doing the installation of the cabinets. David is a true wizard with cabinetry; you have quite an artist in him. The transition blocks that he made for the transition between the crown molding on the cabinets and that on the ceiling were fantastic. Everyone who has seen them has been impressed. He and Michael make a great team; they also had some definite challenges in working around the plumbing that ended up behind the upper cabinets. The final product is so finished looking and we really appreciate that given what they were working around.

We have been praising your company to all of our friends that have seen the completed kitchen. We have no trouble recommending you to anyone looking to remodel a kitchen. We ran into some problems as the project progressed which is to be expected, but your people always handled everything so well and we were confident that the finished project would be something we would be happy with.

There is only one suggestion that I would make to improve the experience your customers have with your company. I was somewhat surprised at the way you handle the appliance portion of the business. To require payment in full for the appliances that we did not have delivered for 6 or 7 weeks made me uneasy. Especially when the cabinet pricing was 50%, 40% and 10% (based on progress on the job) and your competitors do not require payment in full. In all honesty, we almost decided to deal with another company because of your payment policy on the appliances. The point that I am trying to make to you is that you are at a disadvantage in the appliance arena because of your payment policy compared to your competitors. As a consumer I was uneasy paying in full for the appliances when you would be keeping them until the kitchen was ready for them to be delivered and given the payment plan that you had in place for the cabinets. I was controller for a residential construction firm several years ago and your appliance payment policy was surprising to me based on my experience there. We were happy that we did manage to work out a payment plan that made us less apprehensive and Rich was really good to work with. We were missing a couple of accessories on the refrigerator and one on the range when they were delivered and he was got replacements right away. He was also very flexible in setting up the delivery based on the progress on the kitchen at the time the appliances were needed.

Over all, our experience with this remodeling project was the best that we have encountered in the 20 years that we've been in this house (and the 2 other major remodeling projects that we have undertaken). Please extend our thanks to all the members of your team, we really appreciate all of their efforts and are very happy with our new kitchen.

Sincerely,
- Ben and Lisa Franklin

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