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:08/15/2022

  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.

  Invoice #1350-SC Total invoice $32,563.20-original invoice date 5/5/2021-payments of $9000.00 and $6,800.00 paid May 5 2021-final payments of $10,763.20 and $6000.00 paid November 18, 2921. Product promised custom Fieldstone Kitchen cabinetry. Cabinets were delivered in November with many components incorrect. The company did order new parts, but again we're delivered incorrect. Communication with our sales rep has been very spotty and when I call the company to speak with a supervisor or owner I always get voicemail and have never received a call back from a supervisor or owner. The sales rep presented an email today, she sent on July 8th to schedule the work to be corrected. However, searched my inbox and junk mail and I never received the email. She did not follow up with a phone call. I also texted her on July 12 to check on the status and she never replied to my text. I have also contacted Fieldstone customer service (a month ago) and while Fieldstone's communication is better than the sales rep, a resolution has not been made.
  
  Almost 10 months since our kitchen has been delivered and it is still not the custom cabinets we paid for...different size door fronts, incorrect panels and drawer fronts are a few of the issues. The resolution we would like is to have the custom cabinets we paid for ASAP.
  
  Thank you

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/08/23) */
  The owner of Severna Park Kitchen & Bath was made aware of ***** ********** request to discuss delays and concerns the day after she submitted a claim to Better Business Bureau and reached out directly to Fieldstone. ***** was previously only working with her original designer about the onsite concerns and wanted the owner to now be involved in helping to finalize her outstanding service and cabinet parts. After speaking with ***** and the original designer we have received the following details regarding *****'s project.
  
  The Fieldstone kitchen cabinets were ordered in *** 2021 and delivered to our warehouse on August 4th, 2021. Due to a delay on the jobsite, Mrs. ********** was not ready to accept delivery right away. Severna Park Kitchen & Bath accommodated the delays she was having as we are familiar with covid related supply chain delays as well.
  At the request of Mrs. **********, delivery was scheduled on Friday, 11/19. At that time her cabinet order was delivered in full. Once inspected, Mrs. ********** made the designer aware of some items that were manufactured incorrectly. The designer discussed options of replacement parts or ***** modifications. Mrs. ********** decided to accept some of the original cabinets and move forward with ***** modifications provided by her contractor rather than wait for replacement cabinets which was offered by the designer.
  Severna Park Kitchen and Bath does not provide any installation of materials and to our knowledge, ***** has had a functional kitchen since the end of January 2022 when she coordinated her countertop and appliance installation.
  During the appliance installation it was discovered that one of their appliance panels was made incorrectly. At that time a replacement panel was ordered. While waiting for the replacement panel to arrive, the homeowner discussed with the designer about making additional changes due to aesthetic preference. The designer attempted to accommodate some of her requests, but these items were manufactured differently from her expectation. Our designer spoke with Fieldstone and was able to reorder replacement pieces to fulfill the look that Mrs. ********** was requesting. Again, some of these replacement orders were to accommodate the request of the homeowner's aesthetic preference and does not affect the function of the kitchen.
  While waiting for additional items to arrive, the designer discussed with the homeowner the ***** installation of these pieces. To reiterate, Severna Park Kitchen and Bath does not provide any installation for cabinets or appliances. However, since some items were incorrect and the cabinets and appliances were already installed, the designer at Severna Park Kitchen and Bath was coordinating with a certified appliance installer along with a cabinet installer to remove and replace items at the request of the homeowner.
  Once all the cabinet parts had arrived from the factory, on July 8th, our designer sent an email with the available days that the appliance installer would be able to schedule service and what services would be performed. After speaking with Mrs. **********, she informed the owner of Severna Park Kitchen and Bath that she never received that email notification to schedule service, which is around the time she reached out directly to Fieldstone.
  
  Service has been scheduled and Severna Park Kitchen and Bath has coordinated both the appliance and cabinet trades to go on site August 29th to install the new appliance fronts. We have also discussed with Mrs. ********** the expectations of service and what items will be replaced on August 29th.
  
  Severna Park Kitchen and Bath has also explained to Mrs. ********** that Fieldstone is a semi-custom, not a custom cabinet line and does have limitations to what they can build. Unfortunately, this affects some of the expectations that Mrs. ********** had been requesting for her cabinetry.
  
  Severna Park Kitchen & Bath is apologetic to Mrs. ********** about the entire situation, and we are working to correct everything within our power.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I request an extension to the due date for acceptance of the businesses response. We are scheduled to have some of the work completed on Monday, August XX XXXX. I cannot provide acceptance of a resolution until after the 29th. The owner of the company has informed me that some cabinets will not be delivered as were depicted in the design attached to our contract. Also,, my husband and I never said we did not have a functioning kitchen. In my mind a functioning kitchen would be a sink, stove and refrigerator. We did not purchase these items through the company. Our issue is the cabinets are not complete as indicated by the rendering attached to our contract and are not the correct components we paid for. Also, Fieldstone cabinets are custom cabinets. Per Fieldstone website " At Fieldstone Cabinetry, we make each cabinet by hand, one at a time, to your exact specifications. Are you wondering if you can afford cabinetry that kitchen designers love to specify? You can! When you compare a quote for Fieldstone Cabinetry to a quote from a home center, remember:
  
  Your Fieldstone Cabinetry will last your lifetime. It won't need to be replaced after ten years.
  Our custom cabinetry arrives to your home assembled, saving precious dollars on installation and giving you unparalleled fit and finish.
  Fieldstone Cabinetry is built in 1/16 inch increments, so you can use every inch of space in the room."
  When the components started coming in incorrect our designer told us they were guaranteed to be correct to our specifications. This guarantee has not been granted by the company.
  
  
  Consumer Response /* (3000, 10, 2022/08/30) */
  The business did send out trades to resolve two of the issues. However, two issues are still outstanding. My husband and I are waiting for the owner to call and discuss resolution of the two incorrect drawer panels. We are also awaiting scheduling of touch up on blemishes due to refrigerator/freezer panels being removed and replaced with correct panels.
  
  
  Consumer Response /* (3000, 16, 2022/09/16) */
  The business did send out trades to resolve two of the issues. However, two issues are still outstanding. My husband and I are waiting for the owner to call and discuss resolution of the two incorrect drawer panels. We are also awaiting scheduling of touch up on blemishes due to refrigerator/freezer panels being removed and replaced with correct panels.
  
  
  Business Response /* (4000, 21, 2022/10/03) */
  We have sent our refinisher out to the clients house and he has done the touch ups needed. We are also refunding the client a certain amount of money for the inconveniences.