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:10/20/2024

  Type:Order 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.

  Our contractor installed the wrong size cabinets in our kitchen. We provided them with a layout from ******* ******* and they took measurements of our kitchen. We told them we wanted standard cabinets with pull-out shelves in the base cabinets, plus five "custom" cabinets, and this is what my contractor and the Amish cabinet company quoted me for. The cabinets they installed in my kitchen do not have pull-out shelves in the base cabinets and the upper cabinets are not standard size; they are 11" and my dinner plates do not fit in them. My old cabinets were 12" standard cabinets and my dinner plates fit in them. My contractor told me that the cabinets they installed are standard and if I wanted bigger cabinets I should have specified that. I was never presented with a final cabinet layout from them. The layout I provided them from Factory Direct had standard cabinets, and when I called Factory Direct to confirm the size of the cabinets, they told me the upper cabinets were standard 12" cabinets. They are now going to replace the upper cabinets, but we have not received an install date and they are not finishing the rest of the work that needs to be completed to finish this contract. We have also learned that our bottom cabinets are not standard size either (23" when they should be 24"), but we have not discussed this with them yet. For the base cabinets, as long as the appliances fit, we will accept them as-is once they add the pull-out shelves, but we should be refunded an amount for them being smaller than standard size, and thus not being what we ordered. If the appliances don't fit, the bottom cabinets will need to be replaced as well. They also took it upon themselves to change a few of the "custom" cabinets without asking us, and then they tried to tell us that this is what we agreed to. Overall, we have not gotten what we ordered and paid for (standard size cabinets), and they have not been back to finish the work and let us move on from this.

  

  Business Response

  Date: 11/04/2024

  We are replacing the cabinet's that are in question. We also replaced a bathroom linen cabinet that was built at 12" standard depth and she approved via email (7-10) and she said she wanted a 24" depth cabinet and we replaced that cabinet at no charge even though she approved via email.  email approval submitted in attachments. 

  We are willing to extend a $500 credit for the inconvenience of  having 23" base apposed to 24" base cabinets. 23" base cabinet's have no effect on appliances as appliance's are installed and working properly. 

  We have discussed the cabinet issue with the customer and the cabinet maker is correcting the issue for the upper cabinet's in kitchen and upper part of the wine rack. This is already in works by cabinet maker and is being corrected. 

  Once upper cabinet's are replaced we have included a punch list approved by the homeowner outside of mirrors that they are replacing themselves. 

  Base cabinet's customer is requesting pull out drawers and cabinet maker will install 3 pull out drawers at no charge.

   

   

   

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  I spent over two hours in a meeting with Sean, Richard and Danny (the Amish cabinet maker) discussing what I wanted in my kitchen. It is not my job to be able to read the specs/drawings, nor do I have the training to read the specs/drawings. If it was my job I would have done it with more professionalism and diplomacy than I have been shown. For the drawings of the countertops I spent an hour with an independent civil engineer having him explain the drawings to me. Sean and Richard did not want to come to my house to go over them with me and when they finally did, I figured out that the kitchen sink drawing was wrong and needed to be corrected. Again, I am not trained in this area but I was able to find their mistake. 3rd Generation Construction spent the last three months blaming me for the mistakes they (through their subcontractors) made. They act as if they are doing me a favor and do not realize that I am paying for this work. They say they are giving me what I want “free of charge”, but it was already in the price of the quote. As an educated consumer I don’t think wanting quality work for the money I am spending is asking too much. I was told via email that there would be a one week turn around on the replacement cabinets. That week has come and gone.  Please see the attached email correspondence. Now they are once again putting off the remaining work that needs to be done. There credit of $500 is not a reasonable resolution for this complaint.  
  
  
  
  Regards,
  
  
  
  Jill Poyle
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 11/15/2024

  I spent over two hours in a meeting with ***** ******* *** ***** **** ***** ******* ****** discussing what I wanted in my kitchen.- We did spend ample amount of time going over and explaining the cabinet's and layout, neither us or the cabinet maker has the missing items in our notes but we still are proceeding with the missing items even though they were not included in the quote 
  It is not my job to be able to read the specs/drawings, nor do I have the training to read the specs/drawings. If it was my job I would have done it with more professionalism and diplomacy than I have been shown. We tried to meet with the customer but due to her schedule and only being able to meet at 3:45 and we both had kids in sports at that time and we could not make a meeting at that time, We offered to meet anytime between 8AM and 2:30Pm 
  
  For the drawings of the countertops I spent an hour with an independent civil engineer having him explain the drawings to me.  The countertop drawings provided is a process we do with all of our customer's and they seem to be able to say yes or no without needing an hour meeting,
  We never said we would not meet we had conflicting schedule times at this point in the renovation. 
  
  Sean and Richard did not want to come to my house to go over them with me and when they finally did, I figured out that the kitchen sink drawing was wrong and needed to be corrected. Again, I am not trained in this area but I was able to find their mistake. 3rd Generation Construction spent the last three months blaming me for the mistakes they (through their subcontractors) made. We as a company never blame the customer were mistakes made yes as this happens in construction and the mistakes were corrected as we always stand behind our work and fix any errors that may occur during a construction process. 
  
  They act as if they are doing me a favor and do not realize that I am paying for this work. We understand the customers is paying for the work as we are a business and dont provide work for free. 
  They say they are giving me what I want “free of charge”, but it was already in the price of the quote. Yes as stated before the additonal items were not included in the original price and as good practice we added the additonal items at no cost to the customer, We are talking about $2500.00 worth of cabinet upgrade's that were never included in the pricing but we moved forward and completed the additonal items at no cost to the customer
  
  As an educated consumer I don’t think wanting quality work for the money I am spending is asking too much. As a contractor we would not be in business if we did not provide high quality finishes due to our standards being high during the construction process 
  
  I was told via email that there would be a one week turn around on the replacement cabinets. That week has come and gone. Unfortunately, we cannot control the cabinet maker's and the cabinet's were rushed to production and completed ASAP and the cabinet's have been installed. 
  
  Now they are once again putting off the remaining work that needs to be done. We Sent out a schedule for next week which would be the week of the 18th as we have an employee on vacation that week and were only able to come in on Thursday that week to complete the work but that day is not suitable for the customer but want's this done ASAP. 

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  
  This company has an excuse and comeback for everything, but never an apology. This renovation has been one problem after another, and I am exhausted with having to walk behind them every step of the way to make sure things are done correctly. I just want this project completed so I do not have to interact with this company ever again. I sincerely hope they have learned something from this experience and do not put another customer through what I have been through. I certainly regret not looking into this company more thoroughly prior to engaging in this project with them. 
  
  
  
  Regards,
  
  
  
  **** *****
  

  

  Business Response

  Date: 11/19/2024

  We apologize that you feel this was and the project was done to your standards, We are in the process of completing the project and moving forward.

  Thank you 

  
  

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The job has still not been completed.  I need a definitive date as to when the work will be completed.  

  The following items still need to be completed:
  -pull out shelves need to be installed
  -the front bathroom door trim still needs to be sanded and painted
  -the microwave outlet still needs a cover.   
  -install the kitchen towel ring
  Here are the dates we are available to have this work done:
  12/4, 12/9, 12/10, or 12/11
  Let me know which date works best for you.  

  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/04/2024

  Customer has told us which date's will work for her, We could get this wrapped up sooner but now we are working at times she has allowed. 

  Emails attached 

  

  Business Response

  Date: 12/11/2024

  Response taken over the phone by BBB Staff

  The punch list as we discussed will be completed on December 17th. We will start the job at 8AM and it will be completed by 6PM.

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  
  
  The final work was completed on Dec. 17th and as consistent with 3rd Generation's work, one of the shelves that was installed was damaged.  I do not understand how the installer did not see that it was damaged and didn't work properly, but he did not. 
  
  3rd Generation was very prompt to email me about the final payment. (See the attached correspondence)  When I replied that I would not have a check available until all the work was complete, they replied that they wouldn't be available until I did have a check for them.  
  
  The final draw did not include the differences for the final costs of materials.  For example, there was an allowance for new faucets (even though I told them I wouldn't be replacing the current fixtures) and this amount was not deducted as well as the amounts for the trim for the upstairs rooms that wasn't replaced, and the difference in the allotted amount for the tile and the actual cost, etc..  I emailed them about an itemized bill, but have not heard back from them.  
  
  3rd Generation also charged me for a permit for this job.  I contacted the City of North Olmsted and they did not have a permit on file for my address which means that they did not file one, but charged me for one.  It makes me question whether they are actually licensed and bonded in the city of North Olmsted as well.  This also means that their work was not inspected by anyone but themselves.  
  
  
  
  Regards,
  **** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/30/2024

  We are working with the cabinet maker to get the drawers corrected.