Complaints

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• Initial Complaint

  Date:06/17/2024

  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.

  Ordered cabinets for kitchen Mid-February 2024. Put 50% down Cabinets were supposed to be delivered prior to our 3-week vacation March 15, 2024. Cabinets were never ordered. I was required to pay balance prior to cabinets shipping. Cabinets came in wrong size and damaged they came in over 1 month late and had to be returned. Quality was bad as cabinet company made them instead of manufacture. As a result, we had no use of our kitchen and had to eat all meals out for close to 2 months. I called owner of company, and he was going to write me a check and send me a letter. He never did

  Business Response

  Date: 07/15/2024

  Larz Cabinet is a small 1 to 2 person custom cabinet and retail cabinet shop, started 18 years ago in a 1 car garage.  We are not a ******* or a ******.                                                          To be clear, the cabinets were built and delivered to Larz Cabinet,  by ***** ******** ******* ** *** ****, Wisconsin.  They are a large custom manufacturer of cabinets that has been in business since the 70's, with hundreds of hardworking employees.   Larz Cabinet has been a dealer for ***** ******** for about 8 years.  They do a good job of sticking to their stated lead times, and are very responsive when it comes to replacement pieces due to damage, finishes, or whatever the case may be, almost without question.  In this instance, a deposit was received about the 5th of February, deposited, cleared and paid to ***** ******** on 2/12/24. The order was then assigned a production end of 4/12/24 by ***** ******** Cabinet. The order then left the factory on 4/17, and arrived 4/19 and delivered promptly.  Lead times are fluid, and are only a guideline and not a guarantee, what happens at ***** ******** is out of our control once the order is placed. Unfortunately, unbeknownst to us at the time, some items were placed on back order by ***** ********, and shipped the following week to our shop and delivered promptly. One of those items was a very large pantry cabinet that got damaged while being loaded onto the tractor trailer at the factory in Wisconsin.     All items that had perceived issues were replaced promptly and at NO COST to the client.  In the end, Mr. ******** has a very beautiful, complete kitchen.  What is really hypocritical, is that in the beginning he said the cabinets were "crap", but at the end, in a handwritten note, stated the cabinets were of a "very good quality". Larz Cabinet has always had a strict no refund policy, which was clearly stated in conversation, but we will bend over backwards to finish the project.  The claim that we stated we were going to give a refund is false.  The policy of ***** ******** is that all orders be paid in full before they leave the factory, the same applies to all their clients.  Mr. ******** became verbally abusive almost right off the bat when things didn't go exactly planned, and that really changed my attitude to him,  but despite Mr. ********'s multiple verbal abuses, in the form of shouting curses, threats,  and put-downs, both on the phone and in text messages, which I have kept,  to me and my associate, Larz Cabinet did everything possible to get the project over the finish line.  That is what happened,  and that is what we will always do.  Larz Cabinet has been in business for 18 years, both as a custom builder and a retailer,  and has hundreds of very happy customers.  One angry person's claims are not an indication of the true nature of a business.

  Business Response

  Date: 07/16/2024

  Hi *****,yes, his project has long been done.... since mid-may....I could find the exact date for the last two pieces we sent to him by ups.  We owe him nothing, I made sure they had everything, because I knew this guy was being difficult.  We had no written contract stating any sort of deadline, obviously the faster the better, but the turnaround was not beyond industry standards.  I was just supposed to be the retailer on this, and his contractor did the installation of the kitchen, although I ended up going there to adjust all the cabinet doors when the contractor was unable to do it.  The contractor later told me he had no experience installing a kitchen of this type. (flush, inset doors)  The last time I was there (back in may) the contractor only had a couple weeks left on the entire project, so I imagine he's done there as well.  Mr. ******** basically tried to bribe me, by saying "this can go away if you pay me around 2000"....i forget the exact wording, but I have that in the same handwritten note from him in which he said the cabinets were of a "very good quality."  The note is at my shop, not here in front of me right now.  So, you can show him that response if you want, I'm 100% sure he will reject it outright.  If he does reject it and respond again,  I will not respond, I do not want to give him any more fuel for his fire.    I lost any desire to do anything beyond what was required when he started cursing at me (F-bombs were every other word) , and telling me "i'm a terrible person" and "you shouldn't be in business".    These statements I have saved in texts and voicemails, in case he forgot.    As I have been reminded this past week by some untimely passings in our town, life can be short.   I'm done with this person.Brian