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Business Profile

Custom Cabinets

VESTA Custom Design

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing this email to formally file a complaint against Vesta Custom Design, the company we hired to complete a basement and bathroom project at our home located at *** ****** ********* ********* ** *** ***.
    A work agreement was signed on October 11, 2024. At the time, we indicated a desire to have the work complete by Christmas 2024, and inquired if this was doable. We were told the timeline seemed reachable.
    At this time, we provided our project manager (and business owner) Shonna ******* with a downpayment of $******. Work began the following week.
    Since then, we have made 5 additional payments to Shonna equaling $********* for a total of $********* paid to Vesta Custom Design.
    Although there were a few bumps in the road, work and communication on the project was going well until around the beginning of December 2024. That is when things started to go downhill.
    At this time, a major lack of communication started to set in and my attempts to reach Shonna by phone to discuss the issues were avoided. This dragged on until mid-January when, out of mounting frustration, I contacted Mackenzie, the person who installed the drywall on this project, to see if he had spoken with Shonna. About 30 minutes after the call with Mackenzie, I received a text from Shonna saying she was handing the management of our renovation to Mackenzie.
    We, of course, were not happy at this point but hopeful he could get the job done. With Mackenzie in charge, the project started to move forward, and work was happening again.
    However, this didn’t last long.
    There has been no work done in our home for the past two months.
    In an effort to bring this project to a close, we made the decision to move some work out of scope. As a result, flooring was removed from their slate of work.
    Seven months have passed since this home renovation started and we still have a significant amount of work left. We are beyond frustrated with the whole experience.
    Additionally, near the beginning of the project, we provided Shonna with a house key to use to let her trades people in if we were not home. Since she cut communication with us, we no longer felt there was a need for her to have our key. Repeated attempts to have our key returned have failed – it is still in her possession.
    The desired resolution we want is for the work to be completed ASAP and for no additional charges from the company. We would also like to have money returned to us to accurately reflect work that has been moved out of scope (e.g. flooring) and to compensate for issues we have experienced.
    We have retained all communication records with Vesta Custom Design (email, text, call logs) and these are available upon request.

    ******* *********** ** ****** ****** ****** ******* ***** ******** ***** ****** ****** ********* ***** ******** **** **** ***** ***** *** *** **** ******* ** **** ******* ******** *** *** ****** *********

VESTA Custom Design is NOT a BBB Accredited Business.

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