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Business Profile

Cabinets

Lancaster Custom Cabinets & Closets Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabinets.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:30/01/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We contracted Lancaster Custom Cabinets as the cabinet makers for our kitchen renovation, as well as entertainment unit. The install was completed October 18, 2022. Within 24hrs of the installation being completed, we followed up with our sales/design liaison with a documented list of issues and deficiencies along with photos. Our sales/design liaison was on-site October 28, 2022, to see first hand and take their own additional photos. We’ve been led to believe Lancaster service would be in touch - 3-months later, we’ve heard nothing from Lancaster service (this complaint to BBB is being submitted January 29, 2023). Amongst the more significant deficiencies and issues: all refuse from the installation (multiple bags of garbage, un-broken down cardboard packaging, leftover pieces of cabinetry and trim, etc.) was simply left on our porch; we’re completely missing a kitchen cabinet shelf; one of the entertainment unit cabinet drawers doesn’t completely close; we’ve got a protruding brad nail in the entertainment unit; the finish on the undersides of the kitchen cabinets have not been piloted and/or over-sunk such that entire chunks of finish are missing, one of the undersides is not finished at all. Every couple of weeks or so we continue to liaise with our sales/design consultant (the only contact person we’ve ever had with Lancaster) continuing to keep them aware that there’s yet to be any post-installation follow up from Lancaster service.

    Business Response

    Date: 08/02/2023

    Hello BBB,

    The issue has been resolved to the customers satisfaction.

    Thank you.

     

    Customer Answer

    Date: 13/02/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

    Sincerely,

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

Lancaster Custom Cabinets & Closets Inc is NOT a BBB Accredited Business.

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