Complaints

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• Initial Complaint

  Date:10/03/2022

  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.

  They left our project incomplete. We paid them the balance ( we have receipts )already and they are now refusing to finish the job. They also will not give us the remaining items we already paid for ( appliance garage, dividers above the refrigerator and shelves inside of our buffet). We also paid for a paper towel drawer that they told us they would refund us for and that never happened. They left a lot of mistakes and things that need to be fixed. there is a lot of finishing work that needs to be complete as well as installation of our items we never received nor got a refund for. We received estimates from other companies to complete the project and repair the mistakes they made and it will cost us thousands. We would like this job to be complete, our missing items and /or a refund to get this job complete and for the items we paid for and installed.

  Business Response

  Date: 11/02/2022

   

   

   

   

  In January 2022 Marellos made contact with ***** to request an in-home
  consultation for custom cabinetry, including the following units: (1) a dining room buffet;
  (2) a wet bar with floating shelves; (3) upper kitchen cabinets.
  At the time of the initial consultation, a design concept was discussed and Marellos
  were made aware that the scope of our work included manufacturing of ************* with
  optional installation for an additional charge. It was further discussed that paint and/ or
  stain for each unit would not be included or incorporated into our pricing to manufacture **************** units.
  On January 27, 2022, ***** submitted its initial proposal for pricing to Marellos,
  which included the cost of manufacturing the requested units ($17,272.50) and the optional
  installation charges ($2,625.00). The proposal also included an estimate for the painting of
  the cabinets totaling $3,552.45. At that time, ******** conveyed that they wanted to add
  additional items to their project, including wood panels to wrap the outside of their existing
  kitchen island with brackets to support their countertop, a small countertop appliance
  garage, vertical dividers for the cabinet above their refrigerator, and a specialty paper towel
  drawer.
  On February 3, 2022 Marellos conveyed that the total amount of the proposal with
  the add-ons exceeded the amount they had budgeted to spend and asked if we could
  accommodate their budget of $20,000. As a courtesy to the Marellos and to fit within their
  budget constraints, ***** agreed to a full waiver of installation charges for the project,
  incorporated all add-on items, included a complimentary set of vertical dividers for above
  their refrigerator, and applied a 5% customer appreciation discount for a total customer
  savings of $4,003.00. The terms of the ***** proposal for the unfinished cabinetry
  required that an initial deposit of $9,290.92 be paid upfront, and that the remaining balance
  of $9,290.92 be paid prior to delivery. (See Attachment 1, email attaching final proposal
  and project budget allocation sheet outlining estimated additional paint cost associated with
  the project.)
  ******** accepted the revised bid and in turn returned their signed acceptance and
  paid their initial deposit on or about February 15, 2022. (See Attachment 2, signed
  acceptance of Custom Woodworking Proposal.) Customers requested that installation work
  begin in June 2022. Installation of ************* began on June 21, 2022.
  On July 27, 2022, ************************* requested cancellation of the specialty paper towel
  drawer portion of the order. (See Attachment 4, July 27, 2022 text message from *****
  ******* to ***** Bridges requesting cancellation of specialty paper towel drawer.).
  Between June 21 and September 17, 2022, ***************************** visited the ******* home to
  perform installation services on the dates reflected in Attachment 3. Following *****
  September 17 visit, **** required a final visit to perform touch-up/ finish work and make
  delivery of the following items: small countertop appliance garage, adjustable shelves

  On Wednesday, September 21, I relayed to the Marellos that I would make contact
  
  on Monday, September 26, 2022 with an offering of soonest available dates for final touch-
  up session. The Marellos were not willing to wait until Monday. On September 21, 2022 with
  
  the project being near 100% complete, the Marellos requested a refund of $5,000 and
  expressed their intention to find another company to the remaining touch-up and finish
  work (see Attachment 5).
  
  ********************
  
  On September 22, ***** sent an email to the Marellos, which relayed, in sum, that
  we agreed that another company would be better suited to meet their needs; however, in
  light of our ongoing efforts to accommodate them and remain solution oriented up to this
  point, we did not agree that compensation for their decision would be appropriate. In that
  email, we communicated that we would deliver the remaining items (small countertop
  appliance garage, adjustable shelves and vertical cabinet dividers) on September 29, 2022.
  (See Attachment 6, email from ***** Bridges to ***** and *************************.)
  *****s final response addressed *************************** complaint with respect to the
  kitchen island wrap, explaining that the island wrap was constructed and installed within the
  original scope of work set forth in the signed contract, which did not provide for alterations
  or demolition to the island as it existed. Further, the Marellos were present in the home for
  each and every installation session, and ****************** gave his express approval and consent
  on-site for **** to affix the kitchen island paneling despite being shown how it would appear
  on the out-of-square island. In that email, we re-iterated that we agreed that another
  company would be better suited to meet their needs, in light of their growing level of
  hostility and threats; including police involvement, legal action and negative online feedback
  with the intent to harm not only our business, but personal reputations. (See Attachment
  7, final email from ***** to ***** and *************************.)
  In the morning hours of September 29, 2022, before giving ***** the opportunity
  to deliver the remaining products as promised, ***** and ************************* took to the internet
  to tell their version of events in at least one local community Good Neighbors page and
  our ****** Reviews page, even going as far as to enlist their friends and family members to
  do the same on their behalf. (See Attachment 8, screenshots of ****** Reviews page;
  text message from former customer regarding Good Neighbors post.)
  
  Conclusion
  
  While we deeply regret that we were not able to meet the Marellos expectations with
  respect to the time frame for the installation of their cabinetry, we stand behind the quality
  of our craftsmanship and lengths we went in order to openly communicate with and
  accommodate them throughout the pendency of our interactions with them. Aside from doing
  the absolute best we could with the manpower available to us, we further agreed to incur the
  cost of painting/ finishing the products we built for them, which equated to an additional
  savings of approximately $2,800, and **** took the time to install customer-provided
  hardware throughout the entire kitchen free of charge.
  In total, weve given the Marellos in excess of $6,803 in waivers for services provided
  to them, and each of the products that they paid for has been delivered to them with the
  exception of the customer-cancelled specialty drawer. Additionally, the customers have
  initiated a credit chargeback in an amount over $9,000.
  
  003