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:10/22/2024

  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.

  We applied to this company for design and installation of kitchen cabinets together with flooring. After completion of design we paid ****** Dollars (7/29/24) for ordering cabinets (Decora brand), tiles and other necessary equipment (50% of total estimate). WE received a text by designer that cabinets will be ready to ship on September 3-6. Their office called us on September 9-10 that designer was fired and they will give responsibility to someone else. The started demolishing our kitchen on 9/30/24. Since then they have done only floors and painting is still going on. Regarding cabinets, every time they say different reason why cabinets are not ready: all parts were not ordered (September 10) and yesterday they said some parts are back ordered and they might come to install cabinets end of October (10/31/24). We have been calling the company, project manager, store manager, and costumer service daily with no clear answer. It is not possible to talk to owner t get any answer. They say they are trying to help us to complete our project!! I have purchased whole set of appliance (worth of ****** dollars) which is waiting to be installed. At this point I am not sure if and when they are going to finish the work. I am not sure if cabinets are even ordered.

  Business Response

  Date: 12/23/2024

  To Whom It May Concern:

  Good afternoon. In response to the complaint made by **** ******, the job has been completed in full. As a company we take pride in our work and try to make sure everything is done correctly. He was working with a designer who left the company, and the project was given to another designer to review 100% because they were custom cabinets and we wanted to make sure there were no errors made. As far as no communication, I myself as the office manager was answering their phone calls and text messages prior to work hours and well after the office was closed. My communication was mostly with ****** ****** (wife) and on a few occasions with *** **** ******. In regards to the appliances, the hold up was on the appliance company and not our company. I reached out to the appliance company on several occasions to set up a date and meet with them on install, when alot of times that is outside of our services. However, we were trying to make the customer happy. I explained that I was getting no response from the appliance company and **** ****** apologized and said she would reach out to them. After several days, I heard back from *** ****** that the appliance company didn't have an install date that worked for them and they wanted it sooner and asked if I could reach out to them and help speed the process along which I did. During this time, the clients were asking for many accessories that were not included in their order and my boss provided all of them at no charge. Unfortunately, I understand the customers frustration but when dealing with custom cabinets, and shipping companies we cannot control timing or backorders but we were on hand 99% of the time that our customer needed us. 

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please find point by point comments below:

  The business responded after two months: I filed the complaint in october.

  I paid down payment in July 2024, and they were supposed to start in first week of september. Job was finished, however, with three month delay on 12/21/2024. 

  The fact that their designer left the job or fired is responsibility of the business, however, they tried to hide it until last moment. The appliance company (***************) is a well known business which carries top notch brands and is well respected by all cabinet companies. Creative stone promised me to coordinate with the appliance company for installation as they did not know when they will finish the job. As a results of significant delay in finishing this project we had to cancel our planned vacation and suffered for three months without kitchen. 

  Their response is not acceptable.

  Best regards,

   

  **** ******