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:11/22/2024

  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.

  We bought a new home from a contractor/builder- ***** homes that offered 1 year warranty for multiple things. One of the things that area covered is workmanship for cabinets. We submitted a claim mid June of this year in which the first subcontracting company attempted to repair the damaged cabinet drawers and doors. The repairs ended up making most of the damages look worst. I went back to the contractor and showed him pictures and explained the situation. He then hired Heller cabinetry as the second subcontractor. Over the course of the last 4 months Heller cabinetry has been to my home 4 times, 2 were walk throughs to go over all damaged items that resulted in quite an extensive list of items that needed replacement in my kitchen & both bathrooms and a hand full Of items that would be attempted to be repaired. On the first visit of actual replacements and repairs the worker showed up with absolutely no items to replace & attempted to repair the damaged items (mind you those items were attempted once before by Mayan and ended up worst). I reached out to ******** from Heller cabinetry and asked why were there no replacement items, this is not what we agreed upon. They kept insisting on only doing repairs. I spoke to the main contractor/builder and he stated he would approve replacements. At the second repair/damage appointment the worker only showed up with a hand full of replacement items for the kitchen and 2 items for the master bathroom, ignoring the second bathroom altogether. Again I reached out asking why is this happening this isnt what we agreed on. ******** stated that contractor/builder denied the claim for replacements and that all they can do is repairs. I explained that items were attempted to be repaired 3 different times and they are in worst condition. I spoke to the contractor-builder once more and they claim they did not deny the claim. I went back Heller and they continue to refuse to do replacements despite the contractor approving it.

  

  Business Response

  Date: 11/22/2024

  The cabinets for this project were not supplied or installed by our company. We work with the builder on a lot of other projects and he asked us to help repair the work of the original companies installation. Because we did not supply the cabinets we did not have contact with the manufacturer which made getting replacement parts very difficult and is the reason why we did a couple walk throughs to ensure we were all on the same page. The delay in getting parts was because the original subcontractor did not feel they should have to purchase the replacements and the builder ended up purchasing them for his client which took some time to come in. We ordered all approved parts from the lists sent directly by the homeowner. A few of those had very minor touch *** needed which we typically see and repair on our projects as well. We had explained this to the homeowner and the builder and the builder agreed the remaining items were to be repaired not replaced. Again this is not a client of ours, not our product, or our installation. This was simply us doing a favor for a builder that we do work with and we take no responsibility for this project.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22590967
  
  I am rejecting this response because the builder hired Heller to do the job and they have not finished the job. They were not the original installer but as they confirmed they were hired by **** homes to do the job and have refused to do it correctly and to finish it, 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/27/2024

  We did the replacements purchased by the builder from the original cabinet company. The homeowner has requested additional replacements that the builder did not approve and had asked us to repair. The homeowner declined and so it is now a dispute between the homeowner and the builder.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22590967
  
  I am rejecting this response because as you can see from the single picture which is only one of many other items it was replaced with a damaged product that Heller Cabinetry purchased and brought to my home, installed and expected me to accept this as a complete job. 
  

  Heller Cabinetry and the builder *************** are both in violation of the warranty claim contract and have not completed this job. I am rejecting the poor damaged work that I am being forced to accept. 
  
  Sincerely,
  
  ******* ********