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Business Profile

Cabinet Maker

MasterBrand, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cabinet Maker.

Complaints

This profile includes complaints for MasterBrand, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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MasterBrand, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      live in a New construction house Built by Lennar I moved in May of 2022 and the cabinets are stripping. The outside facing is leaving the boards. I spoke to Aristokraft and they do not want to fix the issue even though I am within my 5 year warranty.

      Business Response

      Date: 04/11/2025

      Dear BBB, Thank you for contacting us regarding Case #********.  We have reached out to the consumer directly
      to provide direction and contact numbers for filing a warranty claim.

      Best Regards,

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought Diamond cabinets in March of 2021 from *****. I do not know the total cost, but we purchased a tall linen type cabinet, a wide drawer and a vanity with 2 drawers on the left and 2 doors on the right. Within a year we had to get the 2 drawer faces and the faux face about them on the vanity replaced due to chipping/cracking. It happened again, but we just waited because we didn't want to have to reinstall until absolutely necessary. We figured we'd just use them until they got really bad. We contacted the company again, but they are saying it is due to excessive moisture in our bathroom and will not honor the lifetime warranty. I explained that we have a vent fan right in our shower and have practically no moisture in the bathroom. None of the other doors or drawers are affected including the ones right next to the ones in question. They have never been in our bathroom, I have supporting pictures. I think the issue was due to an error in the priming/painting process of this particular size of cabinet door face.

      Business Response

      Date: 03/04/2025

      Dear BBB,  Thank you for forwarding this complaint to us, we take all matters regarding the satisfaction of our consumers seriously.  We would like to request an extension on our response as this complaint just made it to our desk.  For some reason it wasn't routed correctly to our team for review.  We will begin investigating this complaint but kindly request an extension for a response.

      Sincerely,

      Consumer Affairs

      MasterBrand Cabinets

      Business Response

      Date: 04/01/2025

       Dear BBB,  We have reached out to the consumer directly and offered to replace the requested parts as a courtesy and she has not responded to our offer.  We look forward to her response and providing the requested replacements.

      Regards,

      Consumer Affairs

      MasterBrand Cabinets, Inc.

      Customer Answer

      Date: 04/01/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response provided by the business regarding complaint ID ********, and I am very happy they have offered to replace the affected cabinet fronts.  I did not receive their email, but if they do follow through I will be very happy.



      Regards,



      ******* *******




    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Answered
      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.
      In March 2023, my family purchased Diamond brand semi-custom kitchen cabinets from ****** in Beavercreek, Ohio, for $10,432.84, plus $1,398.00 for installation. Due to unforeseen kitchen repairs, we delayed installation and informed ****** accordingly. Despite this, we felt pressured to accept delivery, which occurred on June 15, 2023. The unopened cabinets were stored in our climate-controlled dining room until installation by a ****** contractor on March 27, 2024.

      Upon installation, several issues were immediately apparent and reported to ******:

      • Warped Lower Pantry Doors: Replacement doors were sent five times, each exhibiting severe warping, cracks, or incorrect styles. Dimensions varied by up to 1/4 inch.

      • Defective Hinge Cup on Corner Base Cabinet Door: One hinge hole was only half as deep as required, with a visible notch cut into the door’s edge. The hinge protrudes by 1/4 inch.

      • Stiff Lazy Susan in Corner Base Cabinet: The Lazy Susan is very hard to turn. Unfortunately, with granite countertops installed, replacing it seems unfeasible.

      • Cracked Doors and Open Seams: Several cabinet doors have cracks or open seams.

      • Soft-Close Drawers Not Fully Closing: The soft-close drawers don’t close all the way without manual assistance.

      ****** communicated with their cabinet representative to address these issues until December 2024; however, the problems persist. Replacements have been either damaged or incorrect. It is evident that the manufacturer’s quality control is severely lacking, as some products should never have been sent to a customer.

      We are seeking a resolution to these ongoing issues, as the current state of our kitchen cabinets is unacceptable. I have many additional photos and documents available. They could not be uploaded due to file size restrictions.

      Business Response

      Date: 01/10/2025

      Dear BBB,

      Thank you for contacting us regarding Case #********-006FB.  We will research this and reach out to the consumer directly by January 17, 2025 to work towards a resolution.  Please let
      us know if you have any questions.
      Kind Regards,

      Consumer Affairs
      MasterBrand Cabinets LLC

    MasterBrand, Inc. is NOT a BBB Accredited Business.

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