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:10/18/2022

  Type:Customer Service 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.

  Finecraft Contractors is in breach of contract on our home renovation. The project has suffered from repeated, time consuming errors on the part of their sub-contractors as well as their own delays due to poor quality control and project management. Finecraft has failed to manage this project, costing us time and money. We signed a contract in July 2021 stating that the project would take 6--8 weeks. We expected that unexpected circumstances may lead to additional delays, and that material delays may impact the project due to supply chain issues. However, we never expected that we would still be waiting for project completion 13 months after construction began. The company is no longer responsive to our communications, we have missing parts that are paid for but have not been delivered, and they are not following through with the agreed upon tasks to close out the project.

  

  Business Response

  Date: 11/10/2022

  Thank you for bringing this to our attention. I am, however, quite surprised by this complaint considering that we are resolving the issues that this project has presented. We recently had the representatives of the cabinet company come and show us different features of the cabinets while the homeowners were present. The homeowners have expressed their appreciation for the quality of work, and we have been trying our utmost to please them. We have a video to post but BBB doesn't allow this kind of file, so I've uploaded a few photos showing the kitchen. What we were waiting for was the fridge panels which you'll see are missing when you look through the photos. In speaking with our project administrator, he mentioned there are a few small things to finish up as the homeowner listed in her attachment, but we amicably told her that we would address them when the panels arrive and likewise when the microwave arrives. We understand and have empathy for the owners' frustration on the cabinets and we have done a lot to help mitigate the solution. So much so that we've provided credits and we were able to have the cabinet supplier also provide credits. Suffice it to say, the complaint we feel is inappropriately filed since we have maintained good communication, we've been actively solving the issues and we believe we have maintained a good relationship, all things considered. We've reassured them that we won't go anywhere until everything is handled.