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:10/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is about the installation schedule the Company quoted versus what is happening. The initial timeframe was 3 weeks from the moment they started the demo the would be finished with the install. It is almost 2 months later and i am still waiting for Payless kitchen and cabinets to finish installing the rest of the kitchen countertops. The project manager keeps delaying when they will come and finish. I have asked them directly and just keep getting the run around.

  Business Response

  Date: 10/18/2023

  There were some delays to the project per the clients request for layout changes and 2 installer no shows that got rescheduled, but overall the project is completed today besides the punchlist of items that was created, these will be scheduled and resolved for the client. We are working with the client to ensure smooth completion of the project to their satisfaction. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20735498
  
  I am rejecting this response because:
  The kitchen is not finished and there is still a long punch list of items.  Still waiting on them to finish up. We have them a day or block of days to complete this project but  it did not line up with her schedule. I just want my kitchen done and not have to deal with these inaccurate responses. 
  Sincerely,
  
  ***************

  Business Response

  Date: 10/24/2023

  Once the punch list is done, we will conclude with your remodel. Please feel free to reach out to your PC for any further requests/support. 

  Customer Answer

  Date: 10/25/2023

   
  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,
  
  ***************

• Initial Complaint

  Date:08/22/2023

  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 hired, Payless Kitchen and Bathroom (Carpet Wagon) to install a new kitchen. We encountered several hiccups along the way although that is expected when dealing with contractors. My concern is that they didn't install my kitchen to code. They installed a tiny cabinet under the kitchen sink and then cut out different areas around the cabinet so they could access the water. It looks horrible and very unprofessional. Based on the looks of the work, the fact that the employees barely spoke English and didn't know how to read directions to install a water filtration system properly. It doesn't appear to be up to code and I don't want to have problems down the line when trying to sell my home. I've requested to speak to a manager twice and was directed to customer service. They have tried to threaten me by saying that my financing is going to expire and I need to pay them or find a new way to pay. They have lied to me on several occasions. I've requested for them to have the permits pulled for this since they altered the plumbing in my kitchen and I spoke to the city that informed me they should have requested permits before touching the plumbing. Now the company hasn't responded to my email. I would like for them to provide a clear city inspection/permit in order to prove that the work they completed under my sink is up to code or reduce the price by $7,000 if the work isn't permitted and isn't up to code since this will cause a lot of problems more expensive than that if it isn't up to code.

  Business Response

  Date: 11/07/2024

  We appreciate the opportunity to address the clients concerns. After reviewing the project details, we can confirm that we reached out to the client promptly to address the issues mentioned. In November 2023, we arranged for the necessary repairs in the sink area, ensuring that they met both code requirements and the clients expectations.

  The repairs were completed with the clients approval, and they expressed satisfaction with the outcome. Additionally, the project balance has been fully settled by the client.

• Initial Complaint

  Date:11/27/2022

  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.

  Project was started May 5, 2022 and was to take 19 to 21 days to complete. It took 8 weeks to complete and not to my satisfaction. I paid $24,503 for a small kitchen remodel. Replace cabinets, countertops and flooring.I signed a contract for the above work. No one told me the counters would be smaller than my original. I discovered this later in the project. ******* argued with me that it was my imagination. She also tried to tell me that my counters were slanted before and that is why they seem to be short 1 inch. The wrong sink was also installed. Her final offer was to deduct $500 and replace the sink. That doesn't begin to cover the loss of cabinet space which no one told me about. Additionally, the flooring was not glued down properly. It still gives to this day. It needs to be pulled up and glued down properly. There are a lot more details that I could add, however, my complaint is **** characters and I see I am only allowed ****. I have numerous pictures and text messages to support my complaint. I would like half of my money back so I can hire a reputable company to fix these issues.

  Business Response

  Date: 12/12/2022

  The client has purchased Prefabricated cabinets, Quartz countertop & flooring. The flooring that she is bringing up as a concern now, was never brought up during any follow *** that we have done with her. However the client should know that the material she purchased is Luxury Vinyl Tile which is a floating floor, its normal to have movement (give). The material cannot be glued down according to mfg. guidelines. If there are any other concerns with the material and labor, the client is under warranty.
  Regarding the sink we installed a stainless steel 50/50 partition undermount sink as per her request. The only difference from her original request was that the sink edges were square rather than more rounded. We offered both a replacement or credit of $500 because the edge was square, she didn't want the offers, and she accepted the sink as is, once she came to find out its the newer style. H
  er cabinets and countertop was installed according to industry guidelines. She changed her mind regarding an organizer that was already installed in a modified cabinet in the corner, that no longer can be returned. We replaced it with a new cabinet at no charge to the client.
  She refuses to accept that the cabinet height is similar to what was there before. You can tell by the before pictures (attached) and use her stove as well as the brick tile she has as a reference to the height of the cabinets. There is no cabinet space lost based on our research. On the contrary we even added an additional cabinet to the left of her dishwasher, giving her a larger counter space as well as cabinet space.
  Project timeline was delayed due to several factors, including client's schedule and client's delay in making decisions on the sink and the corner cabinet. There was also a delay due to the progress payment she submitted being bounced from to non-sufficient funds.
  If there is any material or labor issues we will gladly come to inspect and rectify.
  See Attachment/File: phillips1

  Customer Answer

  Date: 01/02/2023

  ***Document Attached***
  additional pictures
  See Attachment/File: Exhibit 10

  Customer Answer

  Date: 01/02/2023

  ***Document Attached***
  My responses to Payless Kitchen's mis-leading statement.
  
  The client has purchased Prefabricated cabinets, Quartz countertop & flooring. The flooring that she is bringing up as a concern now, was never brought up during any follow *** that we have done with her. However the client should know that the material she purchased is Luxury Vinyl Tile which is a floating floor, its normal to have movement (give). The material cannot be glued down according to mfg. guidelines. If there are any other concerns with the material and labor, the client is under warranty.
  Respnse: My old floor was luxury vinyl and it was glued down. In fact, it had adhesive backing. Again, I wish I had taken more pictures and paid closer attention. There was no follow up. The company just stopped talking to me.
  
  Regarding the sink we installed a stainless steel 50/50 partition undermount sink as per her request.
  Response: See text message where they installed the wrong sink. This is the point I stopped payment on the check and informed them in writing (through text) that I was stopping payment. This was the straw that broke the camel's back. See text conversation on attachment titled "June 13, 11am." Scroll down to June 15. This is where I stopped payment on the check when they installed the wrong sink......on top of everything else that was done wrong. You can also see that there is no type of finish to close the gap between the bay window and the counter. (Exhibits 16 & 17)Please note their response was 7 days later and never addressed my complaint about the trim around the counter.
  The only difference from her original request was that the sink edges were square rather than more rounded. We offered both a replacement or credit of $500 because the edge was square, she didn't want the offers, and she accepted the sink as is, once she came to find out its the newer style.
  Response: I never accepted the sink nor was the "newer style" discussed. It was completely different from the one I ordered. This point is where I started asking for someone higher than ********. She stonewalled me and would not provide a higher authority contact. See text messages Attachment titled "June 13, 11am", depicts our conversation where ******** would not put me in contact with anyone higher than her. Nearly three weeks later, as noted in the text, she offered to put in a claim to replace the countertop and sinks. She still refused to give me the name of a higher authority.
  
  Her cabinets and countertop was installed according to industry guidelines. She changed her mind regarding an organizer that was already installed in a modified cabinet in the corner, that no longer can be returned. We replaced it with a new cabinet at no charge to the client.
  Response: The cabinet is the same. They took the organizer out and boarded up the hole. Once I realized how small the new cabinets were, it was impossible to have the organizer in there. As you can see from the pictures, it left me about 40% of cupboard space compared to my original cabinets. The cabinet was not replaced. They simply put up a piece of board where the organizer was.
  
  She refuses to accept that the cabinet height is similar to what was there before. You can tell by the before pictures (attached) and use her stove as well as the brick tile she has as a reference to the height of the cabinets. There is no cabinet space lost based on our research.
  Response: There is a lot of cabinet space lost. See pictures, Exhibits 1 - 8) This has been my complaint to ******** since the cabinets were installed. If I had been told up front these that I was going to lose all of the space depicted in these pictures, I would have shopped around for a company that could install what I needed. These cabinets are four inches away from the wall which also will allow outside critters to gain access without my knowledge. My old cabinets butted up flush with the wall.
  Additionally, note the space between the cabinets and brick. I lost 3 inches. Exhibits 3,4,6,7 & 8.
  
  On the contrary we even added an additional cabinet to the left of her dishwasher, giving her a larger counter space as well as cabinet space.
  Response: The additional cabinet space was part of the original contract. They failed to install it until I ****** it to their attentiona. They admitted the oversight. See attached text message title "May 5, 8am"
  
  Project timeline was delayed due to several factors, including client's schedule and client's delay in making decisions on the sink and the corner cabinet.
  Response: All delays were due to the incompetence of this company. I had three different project managers. It appears they cannot retain employees. Additionally, they took several days even weeks to respond to me several times. See attached text messages. The decision for the sink was made at the same time the counter was chosen at the slab yard which was weeks before installation. The day the corner cabinet was installed, I told them to take it out. It was the contractor that could not come back for several days. I did not delay anything See text message regarding sink on June 13 attachment.
  There was also a delay due to the progress payment she submitted being bounced from to non-sufficient funds.
  Response: I refinanced my house and took equity out to pay for my kitchen remodel. The cash was available. I stopped payment on my check due to their incompetence. See June 13 Attachment showing text messages regarding payment.
  
  If there is any material or labor issues we will gladly come to inspect and rectify.
  Response: I tried to get them to come out and look at this project. I was met with arguments and resistance every step of the way which brings me to this complaint. I asked for someone higher than ******** several times, the last time was on July 29th. Then nothing until August 17th when they asked me for payment.
  I apologize for the lateness of my response. The holidays and my busy work schedule leave me very little time for this type of issue. I chose this company because of the salesman. **** seemed very sincere and competent. I don't have a lot of time to deal with inept people. I thought **** was a reflection of the company. It's a shame that he isn't. I hope he goes on to bigger better things and gets away from this company.
  
  ***************************
  *********************************
  ********* ** 92503
  
  See Attachment/File: May 5 8am

  Business Response

  Date: 03/24/2023

  This is the same complaint that was submitted and resolved back in December - our response remains the same:

  as per the agreement with the client, in the event of dissatisfaction of Buyer with materials, labor or installation date, Buyer agrees to cooperate with
  Contractor and allow reasonable length of time for completion of corrective measures.

  If there is any material or labor issues we will gladly come to inspect and rectify.

  The client has purchased Prefabricated cabinets, Quartz countertop & flooring. The flooring that she is bringing up as a concern now, was never brought up during any follow *** that we have done with her. However the client should know that the material she purchased is Luxury Vinyl Tile which is a floating floor, its normal to have movement (give). The material cannot be glued down according to mfg. guidelines. If there are any other concerns with the material and labor, the client is under warranty.
  Regarding the sink we installed a stainless steel 50/50 partition undermount sink as per her request. The only difference from her original request was that the sink edges were square rather than more rounded. We offered both a replacement or credit of $500 because the edge was square, she didn't want the offers, and she accepted the sink as is, once she came to find out its the newer style.

  Her cabinets and countertop was installed according to industry guidelines. She changed her mind regarding an organizer that was already installed in a modified cabinet in the corner, that no longer can be returned. We replaced it with a new cabinet at no charge to the client.
  She refuses to accept that the cabinet height is similar to what was there before. You can tell by the before pictures (attached in December) and use her stove as well as the brick tile she has as a reference to the height of the cabinets. There is no cabinet space lost based on our research. On the contrary we even added an additional cabinet to the left of her dishwasher, giving her a larger counter space as well as cabinet space.
  Project timeline was delayed due to several factors, including client's schedule and client's delay in making decisions on the sink and the corner cabinet. There was also a delay due to the progress payment she submitted being bounced from to non-sufficient funds.
  If there is any material or labor issues we will gladly come to inspect and rectify.

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19324764
  
  I am rejecting this response because:  All of my complaints were supported by documents, primarily text messages.  None of their comments are supported by any documentation.   The fact this business is trying to blame me for the delays is ludicrous.  I clearly stopped payment because of my dissatisfaction as noted in the text messages.   My check was never rejected for insufficient funds. 

  As proven in the text messages, I clearly stopped payment on it.  They tried to convince me that my counters were slanted so that is why I now have a two-tiered counter.  If my counters were slanted, wouldn't items have rolled right off the counter for the past several years?  That is the craziest response I have ever heard.  How this company can continue to mis-represent what happened goes to prove my concerns with them fixing the issues.  They cannot be trusted. Furthermore, ******** will not allow me to progress past her.  She claims she is the highest authority I can reach.   I asked her if she was the owner.   She responded that was a silly question.  I cannot work with someone who clearly lies then stonewalls me when I try to go above her.

   

   

  Sincerely,

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

  Business Response

  Date: 03/31/2023

  Hello *****, 

  We submitted documentation attached to your first message last year. We didn't attach anything again since it was the same message. 

  We had reached out to you to come to a reasonable resolution to your dissatisfaction. 

  The request for 50% refund is not reasonable. 

  We're more than willing to support any labor or material issues as stated in our previous responses. 

  Please advise on how you'd like to move this forward. I can have a supervisory manager (not ********) contact you directly if you'd like. 

  Thanks

   

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19324764
  
  I am rejecting this response because: It is most likely coming from ********.  There is no signature or name of the person providing the response. ******** told me that there is no one above her that I can contact.   She responded to my original complaint with a long list of lies now I have this mystery respondent. This is a very unprofessional way to run a business.  The respondent could not be bothered identifying him or herself??

  The company at the very least should be able to provide a name of the person who made this offer.

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