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:08/09/2022

  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.

  On 3/24/22 we signed a contract to have or kitchen cabinets and counter tops completed and put down a $9000.00 deposit via check. I heard nothing from them after about 3 weeks so on 4/12/22 I sent an email voicing my dissatisfaction about the lack of communication. I was given a measure date of 5/19/22. At which time the technician told me I would get a date to pick out my counter top and a work start date within 2-3 weeks. I heard nothing as of 6/7/22 I had heard nothing again so I sent another email. All I got was a response saying that they were aware of my project. As of 7/25/22 I had heard nothing so I sent yet another email stating that this was unprofessional poor customer service and well pass the time I was given that the project would be completed and asked for a refund of my $9000.00. They refused to issue me a refund. This company is horrible to deal with. Lacks any professionalism and has no communication skills after they get your money.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 6, 2022/08/11) */
  
  We truly apologize for the infrequent communication. Unfortunately, due to staffing shortages that have since been corrected, we fell behind in the prompt communication expectations we strive to deliver during our renovation process. We did reach out to the customer the same day they made us aware they were not contacted in the expected timeframe to schedule a measure appointment. Just as the sales appointment, we arrived promptly on the scheduled measure date and performed the expected duties. Management has spoken to the customer since this compliant was posted and the customer expressed that they found both the sales representative and the measure technician to be professional and pleasant. Due to delays, we've experienced with material back-orders, delivery confirmations from our manufacture which dictates the installation date has been significantly behind. However, we did attempt to contact the customer as soon as we received an installation date on 7/12/22 and on 7/13/22 at the email address and phone number listed on their contract. The phone number went straight to a voicemail that was full and the email we sent was not bounced back. When the customer contacted us on 7/25/22 via email stating they wanted to cancel their contract, we reached out to them promptly the same day again by calling a number with a full voicemail and then emailing. We attempted to resolve the concerns by phone, however, the customer would only communicate through email. We communicated via email with the customer on 7/25/22 and on 7/26/22. The customer requested we refund their full deposit, however, we explained that we were unable to do so because their custom-made materials were already fabricated and expected to be delivered on 8/18/22. We have the customer on our schedule to begin installation on 8/22/22. After no further communication from the customer since 7/26/22, we reached back out to the customer on 8/4/22 to resolve their concerns with hopes to proceed with the scheduled installation. The customer again requested their full deposit be refunded and stated they would contact their attorney and make a complaint with BBB if not done. Even though our communication was not always on point, we have been continually working toward completing their job in the estimated 20 weeks we quoted. We very much want to regain the customers confidence in our company by successfully completing their kitchen renovation.