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:08/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On or about June 23, 2023, I set up an appointment with the Kitchen Tune-Up/Home Innovation Concepts LLC office located in ****************, ** to renovate my kitchen. I spoke with an individual by the name of ***************** **************. Over the next few weeks, ************ visited my house to take pictures and measurements and created a renovation plan. I approved the plan and applied for a loan with ********* **** for $28,000.00. on the plan approval and pending final measurements and material approvals, I authorized GreenSky to provide 50% funding to purchase materials/supplies for the build.The Kitchen Tune-up representative (*****************) guaranteed work to start around August 1st but around mid-July stopped communicating with me. He did reply to one of my texts/emails saying he was on vacation and that he would contact me upon his return. upon his return, he made an appointment to stop by the house to finalize the project plans and set up the work.He never showed up for the appointment and never returned any of my calls, texts, or emails. I called the office several times and left several messages but there was never a call back.I finally was able to visit the office at ****************************************************************** to find that it has closed and a sign that states to contact customer support but no number.I have filed several complaints on the company's website requesting a status on my project. On August 9th, I received an email from *************************** - "owner of the ******* Office" with the promise to "step in to deliver on my expectations".that was the last communication I received. further complaints from me have fallen on deaf ears and calls to the corporate office are always met with "We have no record of your complaint"at this point I just want the money back

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 1/24/23, I placed an order to have my kitchen cabinets refaced and with new doors. I financed the cost thru a loan company Green*** as provided by Kitchen Tune Up with plan to pay loan in full in 6 mo with no interest . The loan is due for payment 9/2023. I was informed the deposit was placed and order was placed and to expect install in April or May '23. I have made multiple phone calls and sent emails to determine status of this project with limited to no response. Met with franchise owner ******************* on 7/18/23 at the design center ( by chance- I drove there and he happened to be on site). We discussed the lack of response from his company, he apologized and was unable to provide any answers re the pending install. We agreed to cancel the order and he stated he would contact ******** to work out a credit refund in which he might have to incur the 10K cost of the deposit and that I would hear from him the next day. He left me a voice mail on 7/19/23 to state that he needed more time to work this out and I would hear from him shortly. I have received no contact since despite multiple phone calls, emails and a return recepit letter. I have documentation of the dates of all communication attempts to Kitchen Tune up as as of now, I owe Green *** $20,256.30 to pay for the reface and cabinet doors which have not been completed at all. I am hoping to formally have this order cancelled and a full termination of the loan with Green*** as product ordered have not been received.Thank you.

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kitchen Tune Up regarding complaint ID ********.
  
  ******************************************
  

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  URGENT: May 2022 I gave Kitchen Tune Up the sum of $13,274 (50% deposit for kitchen cabinets. June 2023 I made a second deposit of $7500 to cabinet company. July 3,2023 cabinets arrive scratched, paint surface chipping and peeling, under cabinet bent and easily moveable. I have pictures of everything. I immediately called ******************* who is the owner of company to discuss all of damage and how I am not accepting this poor quality into my home. Owner dismissed my concerns. He promised a team this team was to include professional kitchen installers, a plumber, and electrician. On July 5th one worker and his 17 year old son showed up to do the job. No plumber, no electrician. These 2 workers also disappeared on a 2 hour lunch. Multiple calls and texts were made to ******************* to rectify the multiple issues. ******************* up on me. July 6th. No contact from the company. Damaged cabinets are still in my garage. I do not have a functioning kitchen at this time and lost a days pay yesterday to be present for this install gone wrong. ******************* needs to be held accountable. He refuses to remove damaged cabinets and or refund my money. This is a fraud. Please help by responding to my concerns. Thank you, *******************