Complaints

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• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hired July 2024; 50 % was given. She was given the specs later on in July of 2024 of our appliances.
  Problem: Fridge does not open without hitting the doors of the pantry. Kitchen is also not even close to being completed as most items came damaged and we are still waiting for those to resolve. No molding, damaged cabinets, doors hit other doors, and ****** keeps saying she still doesn't have these items yet in a text message she said they were shipped March 4th.
  
  Business/ L*****, seems not to want to fix this and is going in circles. We have paid her in full!
  Approximately 30, 000.00 with a 1, 500.00 hold back that she told us to keep is NOT enough to fix this problem of potentially buying the only fridge that fits, which is 7k increase to the one we have or fixing the kitchen. She is pulling for excuses that the specs were wrong but she was hired to study these specs and ensure the fridge fit! Please read in detail the attached. She does not seem that she wants to resolve this, yet is finding excuses. We have given her option to resolve to no avail. She is not answering us on her decision. We have attempted with several emails. We are forced to attempt a third party before being forced to go to court for costs. As our kitchen is not even close to being completed and she is paid in full.

  

  Business Response

  Date: 10/04/2025

  *******Hello *******, thank you for your call. My understanding from the installer of what is outstanding is that a dishwasher panel (manufactured a 1/4" too tall) and two 3" fillers need to be replaced. When they arrive he will be notified and can contact the clients to install. There is a $1500 hold back upon completion of these items.

  In regards to the fridge there were many options available to remedy the error of the specs on the Cafe website. The simplest and least expensive would have been to replace the 36" with a 33" wide model and add fillers. The clients have an additional full kitchen and fridge just steps away downstairs. The clients say that they have purchased a replacement fridge for twelve thousand plus dollars but have refused to give me the make and model number on two occasions. They claimed that two employees at ******** ********* ****** gave them advice that this replacement fridge was the only one that would work and gave advise on how the installation should have been initially. This is completely false as I spoke with their sales associate and her further emailed me as such. However at that time I was more than willing to provide any custom panels or alterations to the existing cabinetry.

  They have decided instead to terminate their relationship with myself or my company as of March 30th. I was still willing to work with them to remedy this unfortunate situation as it will incur unnecessary cost to them . Our policy is If a homeowner seek to assign a separate contractor or alter the design none of the costs associated, be it labor or materials, will be covered by Kitchen Design Plus.

  Best regards * *******

   

  Customer Answer

  Date: 10/04/2025

   I am rejecting this response because: 

  Ms. ******* is lying and the ******** are not going to entertain being taken advantage of any longer.

  The ******** were the ones that indeed tried over and over to work with Ms. ******* (for over a month) to no avail and the specs at *** were confirmed that the ***** would work.

  Ms* ******* has an email from the ******** rep at *** stating they do not provide installation advice and that it is on her to to that! We, are just regular civilians that asked their opinion if the fridge would work and brought a handle with us etc; and took videos. Ms. ********* email to our rep is rather harsh and places blame on the website of Cafe and demands him to write her things in an email. The ******** have the email thread.

  Ms. ******* had to be fired due to being very unprofessional. Examples of this;  emailing Mr. ******** only, without including Mrs. ********* in attempt to scare him about losing monies because her installer quit. The ******** found this outrageous and were forced to sever ties with Ms. ******** This being the last straw as there were many other reasons why they could not trust her any longer. The obvious; her back and forth with what they were proposing for resolve. Ms* ******* states that she suggests to reduce the size of the pantry. This is bizarre as no March 6th, she deems this in a written email to be 'unreasonable' when the ******** suggest this. She wanted to cut and paste this job which of course would not be accepted by the ******** as they paid for a custom kitchen. 

  The ******** have also been provided text message from Ms. ********* past installer confirming the neverending lies including that she purposely was attempting to sabotage the kitchen renovations causing more delays as the installer came to the ******** home March 18th and the items that were AGAIN wrongly ordered by Ms. ******* were written on a list provided to her by her installer (at the time he still worked for her); but then she sent him a text message on April 1st, after being fired asking for the items. She obviously had not ordered the items yet!

  This is an example of the lying and unprofessionalism that the ******** can prove and will prove in court. Ms* ******* did NOT come on site or call the ******** one time during the month (from March 6th to until she was fired) to try to come and see the problem. In addition, many other defects have now come into play and the ******** have retained counsel and this will have to be the avenue for them at the time. The ******** feel completely taken advantage of and the fact that Ms* ******* states that they have a kitchen steps away has nothing to do with her epic design fail.

  It is actually mind blowing for her to even mention this as she has put this family out of a kitchen close to five months now. The ******** are secure in their evidence and will pursue accordingly.

  It is their belief that Ms. ******* was extremely negligent, as mentioned it is not the only defect that has come to light and they are now forced to prepare for court. Ms. ******* appears to have gotten too comfortable as she did not even read the specs of the dishwasher specs correctly, again that can be all proven, not leaving enough room for that appliance either. The entire project is a fail. The only guilt that the ******** have was trusting Ms. ******** and paying her in full. The $1, 500.00 that she states the ******** have held back does not even cover one defect in the kitchen and in an email presented to the ********, Ms. ******* states to keep that. The ******** are not accepting any items from Ms. ******* as they cannot trust her any longer.

  The amount of $1500.00 is not even going to cover one door. The items she mentions in her 'response' are not complete as she is well aware there were plenty of other defects such as pantry doors, etc. Regardless of her resume, M** ******* failed drastically, perhaps getting too at ease with the ********. They do not feel that it is worth uploading emails, photos etc here, as this will be presented to the courts. From the ******** perspective, this person is no longer creditable professionally and personally. Examples of all of these will be proven ** *** ***** ** ***. The ******** will not be able to communicate through the BBB any longer and this will be left unresolved through this avenue.  Others should be aware though, that M** ********* charm is just to lure people in but as soon as she makes an error that is too large to fix, she will avoid it at all costs. It is absurd to think she is considered a business person. 

  Thank you for trying

  Our Very Best, 

  C******* & R** S******* 
  
  
  

  
  

  Customer Answer

  Date: 10/04/2025

   I am rejecting this response because: 

  Ms. ******* is lying and the ******** are not going to entertain being taken advantage of any longer.

  The ******** were the ones that indeed tried over and over to work with Ms. ******* (for over a month) to no avail and the specs at CAS were confirmed that the ***** would work.

  Ms* ******* has an email from the ******** rep at CAS stating they do not provide installation advice and that it is on her to to that! We, are just regular civilians that asked their opinion if the fridge would work and brought a handle with us etc; and took videos. Ms. ********* email to our rep is rather harsh and places blame on the website of Cafe and demands him to write her things in an email. The ******** have the email thread.

  Ms. ******* had to be fired due to being very unprofessional. Examples of this;  emailing Mr. ******** only, without including Mrs. ********* in attempt to scare him about losing monies because her installer quit. The ******** found this outrageous and were forced to sever ties with Ms. ******** This being the last straw as there were many other reasons why they could not trust her any longer. The obvious; her back and forth with what they were proposing for resolve. Ms* ******* states that she suggests to reduce the size of the pantry. This is bizarre as no March 6th, she deems this in a written email to be 'unreasonable' when the ******** suggest this. She wanted to cut and paste this job which of course would not be accepted by the ******** as they paid for a custom kitchen. 

  The ******** have also been provided text message from Ms. ********* past installer confirming the neverending lies including that she purposely was attempting to sabotage the kitchen renovations causing more delays as the installer came to the ******** home March 18th and the items that were AGAIN wrongly ordered by Ms. ******* were written on a list provided to her by her installer (at the time he still worked for her); but then she sent him a text message on April 1st, after being fired asking for the items. She obviously had not ordered the items yet!

  This is an example of the lying and unprofessionalism that the ******** can prove and will prove in court. Ms* ******* did NOT come on site or call the ******** one time during the month (from March 6th to until she was fired) to try to come and see the problem. In addition, many other defects have now come into play and the ******** have retained counsel and this will have to be the avenue for them at the time. The ******** feel completely taken advantage of and the fact that Ms* ******* states that they have a kitchen steps away has nothing to do with her epic design fail.

  It is actually mind blowing for her to even mention this as she has put this family out of a kitchen close to five months now. The ******** are secure in their evidence and will pursue accordingly.

  It is their belief that Ms. ******* was extremely negligent, as mentioned it is not the only defect that has come to light and they are now forced to prepare for court. Ms. ******* appears to have gotten too comfortable as she did not even read the specs of the dishwasher specs correctly, again that can be all proven, not leaving enough room for that appliance either. The entire project is a fail. The only guilt that the ******** have was trusting Ms. ******** and paying her in full. The $1, 500.00 that she states the ******** have held back does not even cover one defect in the kitchen and in an email presented to the ********, Ms. ******* states to keep that. The ******** are not accepting any items from Ms. ******* as they cannot trust her any longer.

  The amount of $1500.00 is not even going to cover one door. The items she mentions in her 'response' are not complete as she is well aware there were plenty of other defects such as pantry doors, etc. Regardless of her resume, M** ******* failed drastically, perhaps getting too at ease with the ********. They do not feel that it is worth uploading emails, photos etc here, as this will be presented to the courts. From the ******** perspective, this person is no longer creditable professionally and personally. Examples of all of these will be proven ** *** ***** ** ***. The ******** will not be able to communicate through the BBB any longer and this will be left unresolved through this avenue.  Others should be aware though, that M** ********* charm is just to lure people in but as soon as she makes an error that is too large to fix, she will avoid it at all costs. It is absurd to think she is considered a business person. 

  Thank you for trying

  Our Very Best, 

  C******* & R** S*******