Complaints

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• Initial Complaint

  Date:04/20/2023

  Type:Billing 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.

  The company manager Sandy T**** was okay with me being mislead by her employee Ashley although friendly to my wife still we feel both of them acted fraudulently by having my card on file and charging me for $ 1500.00 that I never signed or authorized we had dialog about potential charge when we approve thier drawings. They mislead us about thier free in home quotes by getting us to commit to thier over priced products. I immediately placed our business with them shortly after she was trying to get me to place a deposit on thier over the phone quotes. I called her to cancel I even spoke with the manager Sandy T**** and she was very hostile with me over the phone and stating no refund! No refund! I tried to explain to her that we never signed or acknowledged or seen any drawings from her employee Ashley. I kindly asked to end our visit and business and they kept on coming after me with other products that are cheaper and not available until June this year. At this point I truly felt uncomfortable wanted to stop with them and this Mgr Sandy insisted on charging me the $1500 that we never received any drawings or approvals and never authorized her charges and kept on telling me that her fee that we never received any goods or services was non refundable? Please I need your help resolving this.

  Business Response

  Date: 04/21/2023

  As you can see by the attachments I sent Mr. ***** is only telling part of the story.  First, we tried very hard to get client the pricing they needed.  We found a solution that was within their budget and that is why he sent over his credit card so he could pay the $1500 deposit.  Ashley as working on finishing the drawing with the lower priced product and was going to send it over to them when she finished the revision.  As can be seen in the string of texts and phone calls as well Mr. ***** was invested in the project.  He was asking questions about some of the items that would be installed in the cabinets.  He was asking about our installer referral.

  He also mentioned "having my card on file".  We DID NOT HAVE HIS CARD ON FILE.  He willingly sent it to us, front and back, so he could pay the $1500 deposit.  

  As you can see by the timeline he was good with everything up to April 4.  By Monday the 10th he wasn't.  We believe they went to other cabinet vendors and were offered a lower price and that's when he started asking for a refund. I base this on the fact that he mentioned our "overpriced products".   I sent you 24  pages.  If you can't open them please advise.  

  Our policy is NO REFUNDS.  It's on  our paperwork, it's on our credit card receipts.  The reason for this policy is there is a great deal of work that goes into drawing clients project.  Ashley works on straight commission and the only money she made was the $35 trip fee(which all goes to her, to cover fuel costs mostly).  The deposits are used to reduce total cost of cabinets.  

  Mr. ***** throwing around the word "fraudulently", "mislead"(his spelling).  He's not being accountable for his actions and commitments.  

  The phone call he referenced started out very pleasant but quickly turned ugly when he realized I was not giving him a refund.  

   

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 04/24/2023

  Here is where we stand on this, the transaction was never authorized by us we never received any drawing/drawings and at that point we were informed by Ashley that if and when we do make it this far and we agree and sign to it that the deposit is non-refundable we never came even close with how far off and highly priced they are from our budget we have allocated for the project. During the Friday morning she had my cc info that afternoon I asked her to put a hold on everything and we will discuss our options that Monday. After the weekend we decided not to go through with Kitchen cabinets of reno due to their high costs on their initial free in home quotes that were doubled of what we stated in the beginning of a set budget, Sandy her manager even seemed surprised by this when she heard this from me last we spoke on the phone. I feel this company did not have our best intentions in mind. We have had 2 other companies that we saw that following week to compare not one mentioned ever a travel fee and the other 2 companies that quoted us was a lot closer to our budget justifying our decision to not do business with Kitchen cabinets of Reno, by the way Sandy assumed we were doing business with "home depot" as she rudely put it on the phone. I will never do business with this outfit ever...

  Business Response

  Date: 04/25/2023

  This person is not being honest.  If he wasn't ready to move forward then why did he send front and back of his credit card?  Why did he send zip code when asked.  These are the steps you go through when you are making a purchase.  He didn't get drawing before he paid deposit because we don't give them until a deposit is paid as they are proprietary.  He would have received after paying deposit but he asked to wait until after the weekend.  

  This is clearly a case of buyers remorse.  And it is clear to me that they went out to other cabinet companies and found a cheaper option.  

  Ashley did a great deal of work on his project and only collected a $35 trip fee(total amount goes to Ashely, none to company).  

  The deposit amount we collect goes toward the price of the project.  We worked very hard to get the price down for them.  The first price was too high and we got it down several thousand dollars which reduced our profit.  We were happy to do this so we could get them what they wanted at a price they were looking for.  They first said their budget was $10,000.  The price he finally agreed to the day he send the credit card for deposit was $11,813.00.  He liked that price and sent his card.  

   

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *****