Complaints

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• Initial Complaint

  Date:13/08/2024

  Type:Service or Repair 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.

  Hi there, Im writing today to make a complaint about the company that I have hired to do a complete kitchen renovation in my house. There are many layers to this complaint, I feel as though I do not have enough room to type it all out. So Im going to try to get to the important stuff first, and send the details later. January 17th was our first meeting with this company. Mar 13th quote $16000 +tax. Full kitchen Reno. April 5th I e-transfered 50% of the cost at their request. $8475.00 July 18th they started the kitchen. On August 8th, northern custom cabinets and renovations ( a father and son run company) came into my home ( at their own request) to discuss a few things we werent happy with. This company displayed the most disrespectful and gross behaviour Ive ever seen. - owner was angry and yelling - owner kicked ****, and cabinet with force with work boots on - when my young children came in the house from playing outside, I had to tell them to go back out side in fear of what was happening - owner stated he is not coming back to finish the job - owner says he is going to put a lien on our house - owner laughing in my face - owner pointing his fingers in our face. Messages we have received from the company:- we are ***** pinching for a new fridge - keep running your mouth - we are adding $1000 of extra costs - we are the worst customers theyve ever dealt with. The kitchen is not finished as of today. I fear for them coming back into my house to complete the job. I feel as though I should be getting a massive discount for the absolute atrocity this has turned into. This is very brief, there are many details not included. I will have to send photos to make this make more sense. I need some advice and direction.

  Business Response

  Date: 29/08/2024

  Northern Custom Cabinets

  They are complaining about an unfinished job and her / boyfriend / spouse showed me defects in the kitchen and asked me to push the shims in I barely kicked the shim I told him to move them when he does his floor  are finding every loop hole to save money prior to doing the kitchen I had told him I would mark the cabinets on The floor so he could do the floor when I met with him the kids were outside and they came in and he asked them to leave and said why didnt I mark the floor and I said cause you didnt want me to there are holes in a panel beside the fridge that was being replaced and the bottom cabinet  was scratched and the floor is way off level so I told him I would put a shoe mould around and he laughed so I was called some names from him and I wish not to complete this job I have been in business for 40 years never had an issue with any customer raise your concerns when the job is done 

  after I gave quote She ****** requested to have a cabinet on top of sink so we did it and wasnt charging her for it anyways we gave them 2 options which were denied I personally dont want to return there to finish 

  I have all materials in shop for there kitchen and if they want the materials 

  they will have to pay for them as the deposit covered whats installed 

  You also stated that this was your second attempt to reach us this is the first letter ever that I have received and never ever had any complaints I can send you references at your request 

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

   

  Customer Answer

  Date: 30/08/2024

   
  Complaint: 22129910
  
  I am rejecting this response because:
  
  We were pointing out damages that we noticed in the cupboards. When I am paying close to 20 thousand dollars for a new build, I expect better standards. March 18th and June 6th I sent a message reminding them about the non functioning cabinet above the sink. So there should be no hidden cost for that  I was also told on July 9th that EVERYTHING is in. They came to the house MULTIPLE times to re-measure everything, and had to reorder on more than one occasion because they still didnt get measurements right. They are putting the blame on us somehow. 
  There was no name calling from my husband. In fact he had to reset the conversation at one point because the owner ( **) was loosing control of his emotions and getting angry with us.  So yes, the kids were asked to leave the house. 
  

  I still dont understand what the issue is with the flooring. Its standard to have cupboards in first, and then floor afterwards. 

  Sincerely,
  
  *****************************