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Business Profile

Kitchen Cabinet Refacing

Tops Kitchen of Palm Beach, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/02/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    At first this company communicated well and price was competitive. The install was a different story. We noticed that they appeared to be in a rush. The owner installed the cabinets and did not line up the cove molding strips properly. The seam looks terrible! They refused to fix the seam when we shared our immediate concern. Two weeks after install, we also noticed that the caulk around the sink began cracking. They have stopped communicating with us and now we are left to pay to have these repairs fixed.

    Business Response

    Date: 11/03/2022

    Dear customer:  
    We are sorry for the delay to getting back to you. We understand the situation and the frustration surrounding the issue. We strive to provide the best possible service for our customers, and we are clear with all the information we provide prior, during and after the job.  
    - The email situation: we apologize for not responding to the most recent email, some emails from October 29th were lost between the many emails we received, and we couldn't check Sunday emails since office are not open on that day. Please know that we are not in any way ignoring your emails. Customers could have sent a follow up email or phone call in regard to the situation.
    - The seam situation: prior to installation, during the design phase and while going through all the aspects of the job, you were informed that given the fact that the upper cabinets length exceeded 8 feet, there would be a seam between the molding, since the standard size for a single molding is 8 feet. After expressing your concerns, we responded by email and by text messages on October 14th, where, after consulting with our worker, we informed you that prior to the installation, there would indeed be a seam. You then, provided an alternative that is out of our expertise area which professional to do we do not want to risk doing it without previous experience and causing damage. We have been working for over ten years in this business and we have always built and installed the same way. If youd prefer, we can remove the crown molding entirely and give you a refund.
    - The caulk situation: this is an easy fixable job which we are more than happy to help resolving it. Please contact us by email so we can schedule. 
    Once again, we truly and deeply apologize for the inconvenience. We appreciate your feedback and will assist you within our field of specialization, as soon as possible. 

    Customer Answer

    Date: 11/03/2022

     
    Complaint: 18346743

    I am rejecting this response because:

    Sincerely,

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

Tops Kitchen of Palm Beach, Inc. is BBB Accredited.

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