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:01/11/2024

  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 hired Horizon Interiors to do a small demo and rebuild in our kitchen. The cost of the project was 33k in which 15k was for the appliances. Our compliant is the delays, final work done, and the damages to the existing cabinets. I am seeking ******** so we can hire another company to do the work correctly.

  

  Business Response

  Date: 01/16/2024

  This consumer came to us after we had done a bathroom project for them and wanted to change the oven and appliances.  The Fridge and oven set up that they had did not work for them for numerous reasons.  The kitchen cabinets they already had were discontinued so we came up with using a completely different cabinet to make the color and styles work together.  The kitchen is 100% complete and fully useable.  

  
  There are so many things to address with this complaint.  First, we did everything we could to move the project along but the appliances dictated when we could start the job.  The appliances were selected by the consumer knowing full well that they could take 9 months or more to get delivered (this was during the chip shortage).  The hood design was only one suggested design out of 11 offered to the consumer and not based on any specific appliance hood (which they ultimately chose which was completely different than the design).  As for the fridge damage (a ding near the handle not from hitting anything when it was installed, was vendor related and the door was replaced and repaired by the vendor.  The same with the cooktop, it was a manufacturer defect and was taken care of by the vendor. We had two different plumbers look at the cooktop and both agreed it was installed correctly.  The vendor technician said that the shell was defective.  The installation of the soffit is correct,and you can see in the document attached comparing Houzz and other kitchens online.  The fridge cabinet issue is the same as shown in photos compared to Houzz kitchens.  The consumer also ended the complaint with "3/16/23 Cooktop still pops" which on that date was true BUT corrected by ****************/Thermador sometime around May 5th, 2023.  The kitchen adjustments requested by the consumer were also completed shortly after that as shown in the photo's attached.  There was a small area on the wall that the paint looks chipped but was actually where the old crown was prior to the alterations (shown in photos page attached) and ************************* husband said he would repair it.  After we were finished with the project the designer had reached out to the consumer to see if she was happy with the final product and never received any response until this complaint.

   

  if there is additional back up needed please advise.

  
  

  Customer Answer

  Date: 01/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 01/29/2024

  We are sorry that the client is having buyers remorse but Horizon Interiors did the job that we were hired to do and is not willing to offer any refund.

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 01/30/2024

  The red paint missing is out of our control, this was where the crown molding was originally.
  
  Yes our worker tossed the board but Horizon paid over $800 to have Omega Cabinetry color match the old cabinetry and to fabricate the new board. 
  
  The part that is coming off near the cooktop needs a stronger adhesive and small tacks to keep it in place.  We would happily have someone from our company repair this.  Not sure about the soffit, when we finished it was perfect (photos attached) but the material used is from the *************** who made the cabinets.

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****