Complaints

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.

• Initial Complaint

  Date:02/11/2025

  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.

  I have never directly contacted this business dba Payless Kitchens. I am receiving daily calls for a couple of weeks now asking if I have jobs I'd like them to bid on. I've told them I have no jobs and never contacted them. I have had to block this number but still get phone calls from this business phone #.

  Business Response

  Date: 02/19/2025

  We sincerely apologize for the inconvenience caused to Ms. ****** Our system generates leads automatically, which resulted in her number being repeatedly contacted. Unfortunately, we were unaware of this issue, but had we been informed earlier, we would have promptly stopped the calls to Ms. ******
  Since receiving her BBB complaint, we have taken all necessary actions to ensure this situation does not occur again. We appreciate your understanding and regret any frustration this may have caused Ms. ****** Thank you!

• Initial Complaint

  Date:01/22/2025

  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 placed a lien against my property for money owed on a job they hve yet to complete to the specifications I requested in our contract. They use junior level sub-contractors who do not provide the level of service they charge. My kitchen counters are 3 different heights. I specified upper cabinets that touch the ceiling but there is a 2 gap. My project was moved between 4 different project manager who dont communicate with each other so that I could get a consistent level of work and hve all specifications met. They lied about when they were going to start the job and finish. I was unable to use my kitchen for 3 months and they still left me with major repairs. During the holidays they were trying to force me to give up access to my kitchen so they could try to remedy the job. I told them I could take more time off work and had holiday plans to travel. I return from vacation to find a letter stating they put a lien against my house. These people have made multiple excuses for their poor quality of work and yet none of the 4 project managers, the sales manager or any from the actual company has come to my home to see the quality of work their subcontractors have done. They rely on photos sent to them by the subcontractors. There is no level of accountability with this company. They expect to be paid according to contract even when the quality of work is below standards and doesnt meet specifications that were agreed upon in the contract.

  Business Response

  Date: 02/05/2025

  We acknowledge the complaint filed by ***** ******* and appreciate the opportunity to provide clarification regarding this matter.
  
  The cabinetry installation was completed in accordance with the approved 3D visual design, which explicitly depicted cabinets not extending to the ceiling. At the time of installation, no request was made for a filler to bridge the gap. Several weeks after completion, the customer expressed a desire to modify the installation by adding a filler, which constitutes a deviation from the originally agreed-upon specifications. This marks the third instance in which the customer has revised their request regarding the cabinetry. While we strive to accommodate reasonable modifications, post-installation adjustments require additional resources and coordination.
  
  Furthermore, we have made multiple attempts to schedule and carry out necessary repairs while providing the client with a comprehensive task list detailing our corrective actions. However, she has been unavailable and refusing.
  
  Additionally, we are still awaiting payment in the amount of $8,049.00, which remains outstanding. Given the unpaid balance and the continued delays in reaching a resolution, the mechanics lien has been deemed a necessary course of action to protect our financial interests. However, it is our preference to resolve this matter amicably before any further legal proceedings become necessary.
  
  Please do not hesitate to reach out for any additional information.

• Initial Complaint

  Date:09/13/2024

  Type:Delivery 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.

  I contracted with CARPET WAGON GLENDALE *** dba PAYLESS KITCHEN CABINETS AND BATH MAKEOVER to remodel my Kitchen. This included (but not limited to) demolition of existing kitchen and installation of new kitchen cabinets, full quartz backsplash, kitchen island, with quartz countertops throughout the kitchen. Payless installed the kitchen the week of April 24, 2024 with me immediately reporting visible defects on the kitchen island that same week. I later reported a couple of weeks later visible defects in a section of the backsplash and reported that as well. To date (September 13, 2024) Payless has lied and operated in bad faith in an attempt not to the correct the problem. Activity ranges from misrepresenting the product (i.e., claiming the rust like spots were a part of the pattern) and then later retracting and acknowledging it is in fact a defect. More recently in late August/early September, they agreed to replace the defective product after I confirmed certain details with them in writing. I agreed and complied with this request only to have them inform me they a change order request filled out. I have agreed to this is well but expressed concern the change order they sent over was inaccurate and poorly written. I sent back over revised language and they are now telling me they cannot proceed without me signing their false/inaccurate change order request.

  Business Response

  Date: 11/05/2024

  We have worked together with the customer since the complaint has been issued.  We have addressed the customer concerns, and this issue was settled on the 10/03/2024. The customer even provided the final payment towards the project.

• Initial Complaint

  Date:07/17/2024

  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.

  I was inquiring about remodeling my kitchen and two baths. Found Payless, they came to my house about two to three days later. Told them what I wanted and my budget. ****** was the rep. ** budget was *******. She started saying all the things I can have done. At the end went about 7000 over. ** house is still not finished and now ****** does not work for the company anymore. She hired outside people to do a lot of the work like painting and floors. Now Im trying to complete my house and the molding around the doors are not finished and ****** is now ignoring my calls after getting paid for all the projects. Now I have to pay someone else to finish up.

  Business Response

  Date: 07/29/2024

  Dear *****, 

  all of the additional work that was not included under the scope of our agreement, was to be covered by a third-party contractor, unrelated to Payless Kitchens and Baths, if there is any repairs required for the work within our scope of agreement, we're here to help with any issues or concerns. 

  Please contact us when needed. 

  Thanks

   

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21974427
  
  I am rejecting this response because:
  She working for the company. They was never on the same page. Job was not completed when promised. Had to call numerous of times about project being completed. Their *** was not honest about the work being done or the total price. Went way over budget thanks to her.
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  Hi *****, we're willing to help you within our scope of responsibilities. Please let us know how we can help if there's still pending on our scope of service.

• Initial Complaint

  Date:07/17/2024

  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.

  Complete bathroom remodel. Shower wall installed improperly. Bathroom walls not patched correctly. Walk in shower bench seat bled and stained the floor. Would not give me an invoice with itemized cost of labor, materials used. Itemized cost is required for me to get a VA ***** since I am a disabled veteran.

  Business Response

  Date: 07/29/2024

  We're currently in communication with the client to resolve all pending issues. 

• Initial Complaint

  Date:04/01/2024

  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.

  The project is not finished yet. there is a lot of discrepancy regarding the promise to the specifics.

  Business Response

  Date: 04/16/2024

  The client's project has been substantially completed since last year. The client was approved for funding his project using Synchrony financing. The client ended up using his Synchrony financing for another project with a different company. At this point, the client has a fully functional and completed bathroom project using only a $1000 deposit. We are still pending final payment of $12,233.00

  There is a few small repairs, that have come up after the project was completed. As a way to accommodate the client we are willing to come back to fix these repairs, but we do need to be funded for the project. 

  He's trying to get us to complete the repairs without paying any further payment. We are waiting for payment to come back and finish the small repairs that are left over for the client. 

  Please submit payment at your earliest convenience and we will proceed to schedule the small repairs. 

  Thanks

• Initial Complaint

  Date:03/04/2024

  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.

  We found Payless Kitchen and bath at a trade show and decided to go with them to remodel both of our bathrooms.*Their "project managers" are based out of the country. There is a language barrier and big communication gaps. Our POC misspoke on several occasions and caused unnecessary confusion and stress.... including telling us a major part of our project was not included in the price when it absolutely was.*Too many installation issues to list. Certain parts of the project had to be completely redone due to use of broken/damaged parts and careless installation.*Workers no-showed twice after clearing a full day to be available for them *Workers left an absolute mess on our front yard and driveway, including pieces of cut material that later broke our gardener's lawn mower. *Work site was left dirty and smears of caulk on the walls and ceiling *Was told that we need some kind of electricity rewiring to the tune of $500. Completely unexpected and shocking. The employee working the project told me to call his supervisor for options. He offered to do it for $200. We agreed, then the exact same employee that was already in our house did the work without ever leaving to buy additional parts/materials. *The supervisor showed up on the final repair date and requested the $200 in cash for the "parts purchased" for the electrical work, despite all the issues with installation.Employees give you a survey to fill out then stand over you while you're completing it.*Our project was escalated to the manager of the foreign call center... she offers us a free squeegee for all our trouble. Neither of our showers have shower doors that would require a squeegee.*We were finally escalated to someone who offered us a $250 **** gift card. I followed up after two weeks and was told they ran out of gift cards and would mail me a check instead. It's now been two more weeks and still nothing. $250 doesn't even begin to cover the service failures

  Business Response

  Date: 03/14/2024

  ******,

  The refund check was mailed 2/22/24. If you have yet to receive this please contact your PC so they can request the office to reissue. 
  

   

• Initial Complaint

  Date:03/04/2024

  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.

  We signed a contract with Payless Kitchen Cabinets (also known as Carpet Wagon Glendale, **** on 1/31/2024 with the understanding that, within in 3 days, we could cancel the contract with a full refund of $1,000 which was charged on our credit card. The following day 2/1/2024 we called *********************************, the representative with whom we signed the contract with, to have the contract cancelled. We also sent an email requesting cancellation on the same day.No refund was received so we sent her a second email dated 2/15/2024 but she has never responded to us. Payless Kitchen Cabinets has remained silence ever since.

  Business Response

  Date: 03/14/2024

  Hello this client was refunded on 3/4/24. 

• Initial Complaint

  Date:01/30/2024

  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.

  I have never directly contacted this business. I am receiving daily calls for a couple of weeks now asking if I have jobs I'd like them to bid on. I've asked them not to contact me but it continues daily.

  Business Response

  Date: 01/30/2024

  Hello, you have been added to the *** list, thank you for bringing this up to my attention. Your number has been removed from all dialing and texting.

• Initial Complaint

  Date:01/29/2024

  Type:Order 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.

  Nothing but issues with carpet wagon known as Payless Kitchen And Bath. the company was unprofessional, with multiple instances of missed appointments. The coordinator was rude, while the first installer was disrespectful. The second installer lacked expertise, resulting in damage to the shower pan. The coordinator initially wanted me to pay for the mistakes, but later offered to send a new pan, which turned out to be the same one, only repaired to look new. I suspects the company of trying to deceive them again by claiming the bank never released funds. I still have issues with the insulation of the tile.

  Business Response

  Date: 02/15/2024

  The project was installed according to industry standards, the client did not pay for the project. 
  The client was taken to small claims court, and the court ruled in favor of the company. The court ruling can be attached as needed. Currently its not allowing me to attach the ruling.