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:02/24/2023

  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.

  This business has not completed the job and for months left my kitchen incomplete. I am holding back $1000 until they finish. However they are not addressing the issue or proposing any solutions and have stopped contact with me. I would like my kitchen finished. The vent chimney is badly scratched and the ceiling by that area is incomplete. They tried to repair months ago however the part came in damaged. At this point I think they have given up. I need the job finished.

  Business Response

  Date: 03/09/2023

  I have already reached out the my customer and updated her on what is going on with her parts.  The size of the hood is slightly larger than most consumers purchase and it is making parts very difiicult when combined with supply chain issues from the manufacturer.  We have reached out again to the parts supplier and are trying to find out another way to get what we need. She is aware of this from our update to her recently.

  I have read and understand the complaint but  have some clarifications on some of the points mentioned by my customer. Her statements about the hood coming in damaged on the stack and the replacement coming in damaged as well are correct.  However, we did not stop addressing the issue,  We also have periodically communicated since leaving, usually when receiveing a message from her, and let her know what the status is.    Im sorry that she felt the need to make this complaint but the solution has been out of our control short of completely changing the brand of the hood, which she does not want to do.  Once we saw this complaint, we updated her again. We also let the mfg know about her complaint and what it is doing to us as their dealer.  We have asked them to come up with alternate solutions, third party ideas, etc...  We will update her once we receive more info from them again.  

  Thanks

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

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19490373
  
  I am rejecting this response because:
  Although communication has finally begun, only because of my complaint, my vent and ceiling are still not repaired. The vent was damaged on installation on June 29 2022! That is how long we have been waiting for this company to repair it. Also in November, I proposed we put our heads together and figure this out and was willing to do something else. Please see my dated text pictures attached. I would like my kitchen completed! 

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

  Business Response

  Date: 03/20/2023

  Quite frankly, there is nothing here for the customer to reject.  I have agreed with everything she said except that we did not break off communication.  I agreed that the work needs to be finished.  We have communicated with her recently and she is aware of everything up to this point.  We never stopped trying to address the issue.  Yes it has been a long time but that is not my fault, just like its not her fault.  I don't want this to go on any more that she does.  Yes, her vent and ceiling trim around the vent are not fixed because we need the new part to put things back. In November, she suggested one possible idea as a way to fix it, which was not a viable solution from our standpoint and so we continue waiting for the hood part.  

  Good communication requires that both parties do their part to communicate effectively and honestly.  She has accused us of breaking off communication when in reality there simply was nothing to communicate.  I will take the hit here and say, yes, we probably should have just done a phone call on a regular basis to ***** just to let her know we had not forgotten, because we hadn't.  I have kept a note on my desk this entire time to remind me of this. But if this is true then in reality, she also is guilty of not communicating effectively. She chose to file this complaint and accused us of not communicating instead of first trying to communicate with us to see if we truly had forgotten or broken off communication.  Why not call or text first, in the interest of good communication, just as she is stating we should have done.  She could have had all the same answers she has now and realized we hadn't forgotten her and had all of them without filing this complaint on us.  

  As I mentioned at the outset, there is nothing to reject. We have communicated with her, recently.  She is aware of a solution being on its way and we will be finishing in the near future. She is getting what she requested.

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19490373
  
  I am rejecting this response because: How can I accept any response when the work is not done? And I have been waiting almost a year for it to be done? And have communicated that I am willing to do something different to get this job done. When the work is done, I will accept the response. 
  
  Sincerely,
  
  *************************