Complaints

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• Initial Complaint

  Date:03/31/2023

  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.

  Matt has sold me a new kitchen, however I don't have all the pieces that were agreed to in my contract. on 2/17/22 I contacted him to report missing pieces as well as damaged pieces. I requested an delivery date which as of to day, I still do not have. I am missing 3 panels 2 that are riff cut oak ******** style for a base and upper cabinet. a top panel in ******** simply white cabinet that is 13" deep. additionally I have requested replacements for fronts for damaged base cabinet 18" trash cabinet, a draw front for a 36" base cabinet in simply white ******** style and a 24" ******** door front for a simply white base cabinet. I provided the dealer with the model numbers for all of my appliances to ensure that the cabinets accommodate the vent for my oven, microwave, dishwasher, and refrigerator. the non refundable wood hood he sold me is too small for the hood insert. None of the rev shelfs, the toe kick ladder, and a roll out shelf for an 18" kitchen aid cabinet were also missing from my delivery. Matt does not answer phone calls, and doesn't respond to emails. My cabinets delivery cam in 2 parts. the first part came with little to no notice of arrival. He sent an email late in the evening before they were delivered so I had no time to prepare to accept the delivery. When I called the fabricator on 3/27/22 to find out if an order had been placed on my behalf, the manufacturer could not locate an order for my damaged or missing items.

  

  Business Response

  Date: 05/05/2023

  The customer is in default on the contract that was signed as to payment at time of delivery. Customer has received the kitchen in 2 parts and and didn't make final payments per contract. 

  Weeks after the customer did make a parcel payment on the contract but still left a large balance this again is in default of our contract. 

  Customer opened the kitchen and found some items that needed to be replaced that are covered under the warrantee and as per our agreement customer is still needing to make final payment in full. 

  The fact that the customer is in default and has no warrantee because of default made it hard to expedite any replacement parts because of this default. Once customer pays as per or contract this warrantee will be in full effect. 

  As an act of good will we have provided the proof that the warrantee items have been ordered. 

  We had side panels for an hutch that are on back order and was not delivered to customer yet as per our contract customer can with hold $1,000 from the balance untill this part comes in.  

  We are needing the full balance of our agreement less $1,000 at this time. 

  If no payment is made we will hold all orders till this is done. 

  Please find the copy of. the contract as file attachments. 

  Thank you.