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:08/16/2024

  Type:Product 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.

  My kitchen cabinets were made by this Cabinet Works Group through their company Medallion. I bought them in February of 2023 but received them in April of 2023. Their site said the ************** was a reverse raised all wood center panel door. I called their customer service to find out for sure. The response was that if the website says it is reverse raised then it should be. I bought the cabinets from the dealer, Kitchen Design Pros. and the designer said she called and was told it was reverse raised all wood door as well. I took a screen shot of the website. When I received them, KDP ended up holding me up from installing them until they could compensate me on it. Well, I ended up getting $3000 for the issue. I accepted, however, I have to say that if I were to ever have to replace these doors and drawer fronts, it would cost a whole lot more than $3000. I have about 19 doors and 12 drawer fronts...would that cost $3000 to replace? Only if it was $100 per door plus tax. It would probably be more. Also, I want to complain that there is not a good way to get extra items now without paying $300 in shipping--even for 2 or 3 wood baseboards. $18713 is the original payment to KDP and then I was sent $3000 back for the door issue.

  Business Response

  Date: 08/20/2024

  Hi **********;

  I am sorry there was a mistake on the door style that your dealer sold you. I understand the issue was fixed in 2023 when it was brought to our attention. Medallion did partner with the dealer on the agreed settlement with you. You still have a warranty, but we are not able to provide any further compensation. 

• Initial Complaint

  Date:03/17/2024

  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.

  I really need your help. I am writing to the BBB today because I am hoping that you can assist me in the resolution of a kitchen cabinet matter. I will briefly provide context and outline my situation below.I purchased white, Yorktowne kitchen cabinets from Royal Kitchen and Bath over two years ago. When the cabinets were delivered, I discovered issues and immediately disclosed them to both Royal Kitchen and Bath and Yorktowne. The most significant issues include: 1) inadequately painted cabinet doors, 2) inadequately painted drawer fronts, 3) inadequately painted end panels, 4) damage to the cabinet face frame on the sink cabinet, and 5) cabinet doors that are now damaged and in worse condition than when I originally received them. Attempts have been made and Royal Kitchen and Bath, Yorktowne and Furniture Medic (a third party hired by Yorktowne) have been out to my property approximately 7 times over the last two years. I was told that Furniture Medic would repair the issues. Furniture Medic came to my home for certain repairs. They also took my cabinet doors physically off site to their workshop twice to attempt to repair them. All attempts to repair the cabinets have not made things better. Quite frankly, the cabinets are in worse condition than when they started the repair process.In addition to reaching out to Royal Cabinet and Yorktowne several times via email with pictures, I have also sent formal letters via ***** on two separate occasions. I was also told by Yorktowne that there is a warranty covering these issues. But the issues outlined above still have not been completed or brought to a proper resolution.The only resolution is to replace the cabinet doors, drawer fronts and end panels or to refund my purchase price. I am writing to the BBB today to ask for assistance with this resolution. Thank you in advance for your help and please let me know if I can answer any questions that you may have.

  Business Response

  Date: 03/20/2024

  Yorktowne is sorry for these issues. I have sent this complaint to our sales rep in your area. I am showing all replacement and touch up repairs have been completed. Yorktowne will replace or repair cabinet issues that fall under the warranty. The request for a refund needs to be address by the dealer that sold you the product. Please work with the dealer and our sales rep for any warranty items that are needed. 

  Customer Answer

  Date: 03/22/2024

   I am rejecting this response.  Please see below.
  
  Thank you for responding. I would like the name and phone number for the sales rep that is being assigned to this.  Additionally, please update and correct the notes to reflect that all repairs have not been addressed and corrected.  I would also like a 30 day follow up to make sure that this is addressed promptly.
  I am also waiting for a response from Royal Kitchen and Bath.
  

  Business Response

  Date: 03/27/2024

  Yorktowne has provide all replacement part as requested. The replacement parts were all inspected and approved to meet our specifications. Yorktowne also provided touchup work at the end customer home on any cabinets that had a defect on them. This work was done and completed. The paperwork was not signed by the end customer as not complete or complete, so *********************** closed out the request. If there are parts still needed, then please reach out to the dealer to set up a site inspection with our sales rep so we can review the issues. The last replacement was sent August 2023 and there was no information that the replacements had any defective on them. The request for compensation would need to be addressed with the dealer as the money was given to them. Yorktowne has supplied all product that was requested per our warranty.  

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Warranty claim Case Number : ******** > Email from ******************** Warranty claim Case Number : ********CD >

  Business Response

  Date: 07/10/2023

  Hi *********

  I am showing the replacement order for the fronts that was on order ********* was delivered to your home on 6/27/23. I am not sure if you need more replacements. 

  If you do, please contact the dealer on where you bought the cabinets from, and they can submit another order for you.

  If you need a sales rep to do a site visit the dealer can also help you with this request. 

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:
  I did not receive the shipped replacement on 6/27/23. The replacements consist of 11 different-sized cabinet doors. It would need to come by truck freight. And I assume this type of delivery would need to be coordinate with me. That did not happen. 

  Also, the pending request is the second request for the 11 replacement cabinet doors. The first shipment to me was received in July 2022 and every single cabinet door size was the wrong size. I still have all 11 incorrect size doors that need to be returned to Cabinet Works. And I need the 11 correct size doors. For the second request, a schematic with sizes was sent to ******* at Cabinet Works in May/June from **** at Reico, where I purchased the cabinets from in an effort to get the sizes correct.

  I feel the best next steps is to talk through this situation since emails are not being answered or replied to. CAN I PLEASE TALK TO A HUMAN ABOUT THIS REQUEST? I want to get right and I believe the only way for that to happen is to talk to a human about the situation. This warranty fullfilment request has been going on for almost 2 years. The cabinets were defective and I requested replacements under Warranty early 2022. 

  Thank you- I can be contacted at ************. *********

  
  

  Business Response

  Date: 07/10/2023

  Hi **************;

  I will have our sales rep ******* you to get a complete list of items needed. I am sorry the dealer is not helping in this issue. The dealer should be *******ing our sales rep for you, and this would have been resolved the first time. 

  Customer Answer

  Date: 07/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please have the business sales person contact me by phone at ************, Mon- Fri EST. Or please provide the sales persons contact information and I will call him/her. For the record, the dealer (**** at Rieco)  did email ******* at Cabinet Works with the cabinet schematic dimensions in May. So I did initially work through the Dealer. And the lines of communication ended. 

  Happy to discuss how to get this request back on track. Thank you for your time. Catherine 

• Initial Complaint

  Date:02/13/2023

  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.

  Zero transparency when working with this company. No phone number to call--multiple numbers (which I found online) no longer working or disconnected. I have been working with this company on filing an insurance claim on kitchen cabinets that are falling apart. I've given all the documentation but no one calls me or follows up after submitting the information. I'm left in the dark. The ***** number just asks you to submit requests online. I'm baffled how a company like this can survive.

  Business Response

  Date: 02/13/2023

  Hi ***********;

  The ******** care rep you have been working with is *******ing the store to confirm what cabinet this is. The panel looks like it can be repaired, and I will have the care rep ******* you with a solution. KraftMaid is sorry this has been taking so long to resolve.