Complaints

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• Initial Complaint

  Date:06/15/2023

  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.

  Date of the Transaction: May 20th, 2023 Amount of money we paid: $500 deposit; $4587 cash on day of delivery/installation.What the Wholesale BBQ Islands committed to provide up: A custom 8foot *** island with stucco color of Derby Brown and Tile (same as floor model; LED lights, Grill lion 32" N6; door combo with top drawer (we paid an extra $200 for this combo); fridge; outlet box, switch to turn on lights. We didn't know until we called and asked that we had to hire/pay an electrician $500 to hard wire area so we would have power for the *** (we thought all of the power was already in the *** island. We were told by ****** (the sales rep) that he would send us sketches as the island was being built and be informed of the progress, but we never received any of it until June 14th (after the misrepresented island was delivered on June 2nd). Upon delivery, the wrong drawer/door combo was installed (not the one we ordered and paid extra for). When they sent another installer to come out and install the top drawer/door combo that we ordered/paid extra for, it did not fit. The size dimensions are different than the cavity that was precut on the ***. Not only is the precut dimensions wrong for the drawer/door combo we ordered, but now they are telling us that they have to remove the toe kick under the *** portion in order for the top drawer/door combo to fit. We have been calling daily, requesting to speak with the owner, have yet to get a call back from her. We are still waiting for the manufacturers to come out and fix the cut out so the drawer/door combo can fit. My husband has lost 2 days of work ($600/day) because wholesale BBQ islands has told us their team was coming, but then after waiting several hours and us calling back only to find out they were not going to make it after all. They have tried to resolve the problem with their words, but we have not seen any follow through what so ever.

  Business Response

  Date: 07/10/2023

  Hello, we have fully complied and fixed the issues for the customers ******** and ***********; *****. We did get the door fixed, and they continued to call and claim they were gonna come with police to the store. I have provided images above of the island being fixed and how another island looks with the door the customers have asked for, we have followed the contract and agreement that ************** had signed on May 20th stating rules and regulations.  We had messaged *********************** back regarding issues he had brought up and never received another all or text message back. His island is exactly how contract states

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because:
  
  1.  We never said anything about bringing the police to your store; 2. We never received correspondence from anyone from Wholesale *** until I actually went out to visit the store which was on Sunday, July 2nd; I spoke to ******, showed him pictures of the extra cut that was in the stucco frame and chipped away stucco that was from the new drawer set being installed on site due to the incorrect drawer set (which was precut at the factory for the incorrect drawer set) being delivered initially; 3. When I talked with and showed ****** these pictures on Sunday, he guaranteed me that the owner and himself would come to the house to see the *** and let us know what, if anything, they were going to do; 4.  As of today, July 13th, ****** nor the owner has contacted us for that visit.