Complaints

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• Initial Complaint

  Date:10/06/2022

  Type:Order 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 Dig and Design to complete our kitchen cabinets. We agreed to pay $65.00 for the job plus travel time. They took **** hours to complete the job. The trim work was done wrong. Nothing lines up. The cover panels were put on wrong. Two of the cupboard doors were drilled in the wrong place. I have sent them pictures. They were recommended by Menards so we thought they were professional. I went into Menards and showed them the pictures and they said they have pulled them from their list of installers due to a previous customer complaint. Also, the job should not have taken that long. Dig and Design told us that are cupboards take longer due to their design. Menards confirmed that this is a false statement. Attempts to talk to them ends in arguing and getting hung up on. They have.not asked us once what they can do to make this right. They even said we just wanted the work done for nothing. They want 75% of their invoice paid before they will do anymore work. Their invoice says due upon completion of the project.

  Business Response

  Date: 11/07/2022

  ****** & ******************* hired us to come and install the rest of the cabinet pcs.  They put in the boxes prior to our arrival.

  They were not level nor aligned properly.

  We spent a great deal of time working over the weekend [including Sunday] but we were never paid a dime for any of our time, labor, or travel.

  We had to ******* the south and west corner, we installed the shelves, hinges, doors, drawers, handles, top trim and bottom trim.  The bottom trim was not the correct product to use for that application .... but they insisted that it was.

  My husband had shattered his leg March of 2022, and was going in for his third surgery the next day at 6am and was in pain so his focus was probably compromised. ****** & **** were fully aware of his condition and were pushing us to finish before his surgery so they didn't have to wait longer for the project to be finished.

  He had installed the bottom trim at the end of that night (9:30 pm) and I was finishing up on the handles.  After an eleven-hour day at their residence I made a couple of mistakes using a device called a handle installation guide.... It has multiple hole guides and I Scored two cabinet doors mistakenly. in the wrong spot.

  I brought it independently to both of their attention and told them I would order two new doors and replace them.  I ordered them the next day.

  ****** had sent me some pictures several days later ... I didn't notice before we left that night that the bottom trim was off. I told her we would come back and correct that when the cabinet doors came in and do it at the same time.
  

  ****** called me making accusations and told me that she was not paying her invoice, and that she also was not allowing us to come and correct the mistakes.
  

  I told her we did finish the project, and would correct the errors, but she is simply trying to get this work for free. She refused to pay any money down on the project or compensate for the rest of work that we did. She, in my opinion, is just scamming contractors to get FREE work.
  

  If They won't let us make things right so we can get paid, then she should at least pay the remaining amount mi*** the repairs to make things good.