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:01/29/2024

  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.

  In May 2023, I received incorrect information which lead me to sign an agreement on 6/2/23 with this contractor and providing a deposit of $14,700. For one, a computer generated quote for a total condo renovation was provided and I was assured the quote would be accurate, yet I've paid an additional $10,875.75 to sub contractors. The job began 9/11/23 and was supposed to take 12 weeks, but it's been 21 weeks now. Their wood shop was supposed to capable of making custom kitchen cabinets, but the work is awful-both design and quality. Now to try to fix their errors they are adding "fillers" and trying to make things work. Besides the design being very poor, the overall quality is lacking, it's been extremely sloppy and poor quality. There is a lack of quality control which leads me to believe that the work is not being supervised, as no one is catching errors except me. I've had to struggle and fight my way to get things done and corrected. It's been exhausting and humiliating. As a woman, I feel totally dismissed and placated. I would like my work completed and that the quality is not compromised

  

  Business Response

  Date: 02/07/2024

  The following is a timeline of the project thus far from the perspective of **** and ******, our project managers:
  
  Start Date: 09/11/2023
  September 15: Change order for electrical presented (paid directly to JDS) $4038
  September 18: Moving plumbing for Master Bathroom Vanity
  September 18: Cabinet design was changing because of electrical rough
  September 19: Dumpster Removed, not allowed by HOA
  (all remaining debris was taken out by trucks daily)
  September 21: Tile was Delivered
  September 22: HVAC Change Order of $800 Directly to HVAC tech
  September 26: Tankless WH installed, NO MONEY IN BUDGET, later it was placed in another closet because she didn't like her initial chosen location Paid $400 Directly to the crew leader and we covered $400
  October 19: Informed that the back lenai drop ceiling tiles were damaged, Our crew leader fixed for $1800 covered by us. She was supposed to pay half as that material she had was not insulated and painted so it was very brittle.
  October 31: Cabinets were delivered, she was upset because there were no floors installed. But cabinets are supposed to be installed before floating floors
  October 30: More tiles were ready to be picked up from ProSource
  October 31: anity Cabinets (by owner) are going to be delayed 2 weeks due to the company providing them was doing another job
  November 1: She informed us that the tile for the master would be replaced, new tile delivery date 11/14/23
  November 10: She threatened to call *****,because job was taking too long.. the tile she ordered hadn't even arrived at this point
  November 12: there was a leak from the toilet,was dismissed as no damage was done.
  November 15: CT Template for vanities that were delayed (2 weeks exact from when we found out)
  November 14: I found that the cabinet installers for the vanities had driven a s**** through the pocket door of the master bath, WE FIXED IT
  November 21: Electrical Trimout 
  November 22: CT Install For Vanities
  November 30: She stated The niche for the guest was not up to her standards, we replaced it (it was very good and meticulously installed)
  January 12th **** and I went over and promised a finished master side
  January 15th The master side was finished and functioning
  January 31st I went over today and saw that the kitchen even though trims are missing, everything is functional. 
  
  Additional info from **** and ******:  She always mentioned to us that she was used to different way of working construction, My response to her was that we were not a handyman service so we cannot focus on one thing and move it is the job as a whole, more went on and after the meeting with **** on Thanksgiving about the cabinet trims and fillers everything started to fall downhill. Yes the job dragged a bit since we were waiting on materials. Giving her the time to look for every little thing to point out. ex. replacing shower wall tile because of a scratch that's smaller than a 1/4 inch and would be covered by the shower glass when placed, she doesn't understand that those glass tiles are extremely brittle and if you cut the tile with a wet saw there will be minor chipping involved, doesn't matter how good the machine or guy cutting it will always have a bit of jagged edges since it is not factory polished like a new tile. Tiles will be replaced for a second time because she still doesn't like that there is a scratch that she took 10 minutes to find today. I hope to have glass installed by mid next week and the final inspections passed late next week. **** mentioned that the veneer should be here soon and we will be going over to the job site to access and verify all the trim measurements to ensure all is done well. She states that there has been no supervision but I have over 300 texts with her and **** group chat and a couple hundred more alone with her. From Job Start until now I have 15 jobsite visits that the calendar is tracking plus a couple that I might have missed putting on Calendar.
  
  
  The following is a summary from ****, the manager of Designer Cabinets LLC, our cabinet manufacturing subcontractor:
  
  At the time ************************* design was presented to the shop she had yet to select a veneer for her kitchen. I met with ***************** the beginning of August 2023 to discuss her options on wood finishes and hardwood veneers. At the time she requested several veneer samples of exotic hardwood which we ordered. It was explained to her that samples for exotic hardwoods would take several weeks to arrive from the manufacturer. Several weeks later when her samples arrived she decided on a European Figured **********. This veneer is an extremely exotic wood and costs 3 times the price of what we budgeted for in her design. We gave **************** an option of doing the front of her doors in the European ash and the backs in Maple stained to match to save in cost and try and keep her within her budget.She was in agreement that the back of her doors as well as toe kick and filler material would be in maple. She requested a larger sample to take home with her so she can see it in ************ at home. At this point I explained to her that I would have to order a whole sheet of veneer in order to give her a full size sample because the manufacturer would not provide anything larger. The lead time on this was about 4 weeks to get the veneer before she would approve the final sample.  On Sept 5 she sent me a text stating that she loved the sample. At that point we ordered the veneers for her job.The veneers for the project arrived at our shop the first week of october and we began fabrication. There were a couple of items we could not fabricate right away because we needed to have the boxes installed onsite in order to measure accurately. This included the island panel. Because of the cost of the veneer we couldn't afford to make a mistake. Measurements on the plan can be off by up to an inch after the boxes are installed because of several factors like drywall, shimming cabinets to level etc...So we thought it prudent to wait till after installation to get the most accurate measurements for these panels. After the installation of the boxes there were several unforeseen discrepancies including the oven size. According to the final designs that she signed off on, the oven cabinet was for a 30inch oven. What was ordered and arrived onsite was a 27 inch oven. Because of this we needed to make fillers to cover the gaps that the smaller oven left after installation. After this, the customer requested that all her filler and toe kick be matching grain. Because of the cost of the veneer we ordered only enough for what was intended.  Figured Ash has a very unique grain pattern and depending on the tree, the pattern can vary, so using a veneer from a different tree was not an option.To solve this problem we reached out to the manufacturer to come up with a solution as they did not have any veneer from that section of the tree left, However; they suggested that they can make a few more sheets from a different section of the same tree, and that would be the best option to have the grain match as much as possible. I understand ****************** frustration, However she was very aware of the circumstances caused by the veneer she chose and up until the situation with the oven she was very happy with the product and I have several texts from her stating how much she loved the finish and what a great job we did (Attached). At this point we are waiting for the veneer to arrive so we can rectify the issue with the oven and fillers.

   

  Additional Notes from ***** Avery, owner of Avery Construction:

  We will absolutely complete the job as soon as all of the necessary parts are available. We will not cut any corners and we will not sacrifice quality. We have many awards from our local trades associations and also many 5star reviews from our clients to demonstrate our credibility here. See also the attached screenshots of text messages that the client sent to **** at the cabinet shop complimenting the quality of the cabinets previously. This job is already financially upside down for us and will cost us more than we would have actually made if things had gone perfectly. Regardless, we will finish. The additional changes that the client paid for were justified and disclaimed for in our original contracts and budgets and we even allowed her to pay our subs directly so she could avoid any additional ******** against our overhead. For this reason, there will not be any additional discounts to the final balance. We do request that the client refrain from screaming, yelling, and cursing at all the various members of our team as it makes for a very uncomfortable working environment. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21214449
  
  I am rejecting this response because:

  Information in text messages taken out of context; incorrect information (niche not asked to be, nor was replaced ); bathroom requested laid before vanities; never requested veneer on toe kicks: I told the planner the size of the microwave & oven from the start. I never yelled or screamed at anyone; I do not curse at them, nor do I call them names. If I curse, it is at a situation,because of misinformation, lies  or lack of information causing frustration. One time I raised my voice, done in exasperation and frustration while describing a situation and not the person. The lead person has been a constant source or irritation and frustration due to communication, missing items, sloppiness and chipped expensive veneers. I apologized the next day and the apology was accepted. The delays were ALL caused by Avery; my selecting alternative materials was only possible because they were behind schedule. They more then "dragged a bit" . this is week 23 of what should have taken ************************************* the marketplace I could have easily chosen something readily available, and financially acceptable product. Finally, I had a meeting with ****, the cabinet person and I was given a plan of action of how the problems with the cabinetry would be corrected.  It's the first time I've actually received more then a condescending answer which is like a pat on the head with a response, "it will look look beautiful when it's done." 
  

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

  

  Business Response

  Date: 02/27/2024

  Sorry for my delayed response, but (1) I was hoping to tell you it was complete by time I responded and (2) the later part of my week through this weekend was consumed by an Annual Charity ***** that I host at my home. My team has working directly with the client and today I got my update.

  As I mentioned in our previous response, the situation and the materials are very unique and would take some time to produce. Obviously, the situation remains awkward now communicating with the client, but we haven't given up. We continue to work the challenges. The special ordered materials did come in and the cabinet parts are all built now and they are in the Spray booth at the cabinet shop today so we can complete the final trim-out of the kitchen in the next few days. The client has now presented a new concern to us over the glass shower tiles appearing to have some streaks, so we are now investigating this new situation. . As I've said before, we've never abandoned a job and we won't here. It has been a difficult situation for all of us involved and we will make sure it's done and done right. We have many 5star reviews and "Best Of" awards to demonstrate our reputation that this can be trusted. Stay tuned...

  Customer Answer

  Date: 02/29/2024

   
  Better Business Bureau:
  Besides finishing up the problems with kitchen, a subsequent issue was discovered in that newly installed the tiles in the guest bath were all scratched, not streaked. The newly installed glass shower enclosure was streaked while attempting to clean an already clean enclosure/  I am hoping that a satisfactory resolution will be made for this problem as well.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************