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:12/20/2024

  Type:Delivery 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.

  I ordered cabinets from Custom Cabinets of Idaho, LLC in May 2024 to take delivery in August 2024. The amount had to be paid in full at the time the order was placed. I had to order them 3 months in advance, guaranteeing a delivery A credit card was given to pay for the cabinets. The first charge came on May 25. They used my credit card and charged $2,294.04 to Daltile for some tools for Idaho *************** the owner's second business. I caught that and called them. On May 30, they then charged $7,740.96 through the Custom Cabinets of Idaho to make it 1/2 of payment for my cabinets. On May 29, they ran the other 1/2 of the cabinet payment, only this charge was refunded the same day. Then on June 5th, they ran it for the last 1/2 of the cabinet payment, but ran it through their second company, Idaho ***************** August, when it was time to deliver the cabinets, we were told several different delivery dates/times. They never arrived. When they looked further, my order had been arbitrarily cancelled, so they were never made. They gave me a choice of expediting the order or a full refund. Since ordering from another company would set me back 3 months, I opted for them to expedite the order.Custom Cabinets of Idaho then gave me a choice of getting things in order with them or a full refund. I decided it was time to try something else. They said they were sorry and they would issue a full refund within the week.I have been calling and texting **** ******, to try and get this resolved, to no avail. I even drove 45 miles to meet him, at his request, and once I got there he phoned me and stated that he was unable to make it and that he couldn't get the money from his bank.I have been very kind and understanding, I haven't blasted him or his company on ********, but here it is December. **** finally responded last week to tell me that he didn't have the money. I had to spend an addition $20,000.00 to another company to make cabinets for me.

  Business Response

  Date: 12/30/2024

  Hi we are the original owners of custom cabinets of idaho you need to send this to the new owners since april 2023 that is idaho tile and granite , **** ****** we have nothing to do with the company and this needs to be forwarded to him   this is his last know phone number ***********

• Initial Complaint

  Date:02/16/2023

  Type:Sales and Advertising 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.

  I placed an order in store for kitchen cabinets on Saturday, Feb. 11 for $11,000. On Sunday, Feb 12. I emailed the owner of the store, ******, about a few concerns I had about quality and cabinet drawer depth. ****** became hostile and personal in her attacks. I asked her to cancel my order and refund my payment to which she refused. 4 days late and she is still emailing me harassing emails referencing my employer and making threats about things coming "full circle". I shared this information with the manufacturer for which this company is a dealer for, for visibility.

  Business Response

  Date: 02/16/2023

  *********************  placed a non refundable( all sales final )order on sat, then email us  several times in the next several days , going back and forth about top drawer height and cabinet quality,   After being harassed and threatened I told him I would cancel his order but he would be charge the 5% processing fee on the credit card.  He then threatened again and said I had to pay all back our he would take action.  He has also called and harassed my waypoint supplier on 2 occasions. We are seniors and we deem this elder abuse. Including this report to bbb. He also went online under the name ********************* to give us a bad review. InCabinets of Idaho llc our opinion he is throwing a tantrum because he has to pay processing fees. We felt we had no choice but to cancel his order, do to his threats and behavior.
  Custom Cabinets of Idaho llc

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19415813
  
  I am rejecting this response because: these claims are false.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19415813
  
  I am rejecting this response because: All of my communication with the business has been via email. With that in mind:
  
  As to the claim of a non-refundable order: there was no contract or paperwork signed that indicated the sale was non-refundable. The invoice I have from this company says, "Have a happy day" at the bottom.
  
  As to the claim of being harassed and threatened: these claims are totally and completely false. I have the entire email exchange and this business is the one who implied contacting my employer, "everything comes full circle." -- this is absolutely out of line. I have never said anything threatening or implied anything of a threatening nature. 
  
  As to the claim of harassing their supplier; I spoke with Waypoint/American Woodwork to share my experience working with one of their suppliers. They indicated the behavior exhibited by this business was not acceptable and they would reach out to ****** for coaching.
  
  As to the claim of elder abuse; this isn't something I've heard of before (claiming you're being abused when someone asks for a refund). Likewise, filing a complaint with a third party to seek a resolution is in no way abuse. I believe it is abuse when you imply you're intending to contact a customer's employer because you're unhappy they cancelled their order. 
  
  As to the claim of the review under a false name; I'm not aware of anyone named ********************* and when I googled the name, a TV show character popped up from ************* It seems there are several negative reviews that reference ******'s behavior, so I'm unsurprised. 
  
  As to the claim of throwing a tantrum; this business has been reported to the ************************* State Attorney General of Idaho, **** of America (credit card/****), and BBB. I am unwilling to pay credit card processing fees for a refunded purchase. Both **** and **** of America confirmed these processing charges are refunded once a refund is complete. 
  
  Finally, the claim of my threats and behavior; I am comfortable publishing the email exchanges with ******. My position was concerned for the cabinet quality and I even asked if we could use another manufacturer. When ****** turned mean in her emails is when I grew more concerned and requested a cancellation. 
  
  
  Sincerely,
  
  *********************