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:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of the transaction: May 1st, 2024 Contact of the merchant: ************, ************************************** Amount you paid the business: $10,835. This amount was later disputed in full, and I authorized only $7,600 to be paid for the materials, countertop installation. The difference between $10,835 and $7,600 is the best estimate of what the value would be if I remove the cabinet installation, trim, and the wall cabinet and crownmolding which is not installed correctly. What the business committed to provide you: Provide installation services and materials for a kitchen cabinet and countertop.What the nature of the dispute: After installation and delivery of the material, we found a lot of issues with the cabinets and countertops. We tried to resolve with the merchant several times, and he continued to provide unsatisfactory resolutions. We then filed a dispute with the bank for the amount. We tried several times to resolve with the merchant and authorized a partial payment of $7,600 to cover materials and countertop installation in an attempt to reach a mutual solution. The merchant continues to claim we are lying and has been aggressive saying he will sue us and we are defrauding. We are now afraid of our safety and would like to stop communications. The merchant also threatened to lien our property, without any rights of lien.******** sent a person to solve some issues, but most issues were not solved. ******** committed to deliver missing materials and these have not been provided. ******** said he would fix some of the issues, but at the same time threatened to sue us, and insulted us. We fixed questions with the countertop with the countertop provider that the merchant hired. The merchant continues aggressions towards us. Merchant also changed the terms and conditions by resending a new invoice. ******** also failed to respond to AMEX with his documentation.

  Customer Answer

  Date: 08/15/2024

  We made multiple attempts to make a partial payment Renonation LLC (*******) of $7,600 via either text or a new request for invoice. ******* has not returned our calls any longer and one of his installers mentioned that he refuses to discuss with us anymore. In the interest of providing payment as the BBB helps us reach a resolution we have cancelled the chargeback dispute via AMEX. Renonation LLC should see the full payment this week. 
  
  We still hope to get an invoice adjustment from $10,835 to $7,600 (or what is deemed reasonable by both parties) and the difference to be refunded to us as a compensation for the cabinet installation issues, the cabinet that was installed improperly and needs replacement and the materials (trims) that were never delivered. 
  
  We wanted to inform you of these events as an update to our claim.
  
  Thank you and please let us know if you have any questions or concerns. 
  
  ********

  

  Business Response

  Date: 08/21/2024

  This is a fraud case. ******** made some fake pictures and a lot of excuses  to refuse to pay. We finished the job over two months. She was lying to the bank to get the full payment refund. I will take a legal action to protect our right.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22113383
  
  I am rejecting this response because:

  We disagree with ********* categorization of fraud. There has never been any malicious or ill intent on our part towards ******* or Renonation LLC, but we have regretfully encountered significant issues regarding the quality of the products and services provided.

  We tried to work with ******* and his employees several times before we proceeded with a chargeback. Despite repeated attempts to resolve these matters amicably, communication has been difficult, and some of our requests have been neglected or ignored. Initial problems included incorrect measurements, resulting in delays and additional work, as well as quality concerns related to scratched and poorly assembled cabinets.

  Even after the installation was complete, it took ten days of persistent requests before ******* agreed to visit our home, which was the only visit he paid during the entire work project. During this visit, he made offensive and aggressive comments towards my family, such as, dont you talk to your husband when I asked when he would deliver the trims. When we questioned the crooked drawers, he told us "you think you're professionals but you're not, you don't even know how to work a drawer."

  Subsequently, we discovered further issues, including a concern with the countertops. Despite our requests for assistance, ********* responses were consistently dismissive and insulting. He was unwilling to inspect the issue personally, instead directing us to the third party he had hired to install the countertops.
  After all the ongoing quality issues and missing materials, we were forced to initiate a chargeback. In response, ******* has engaged in harassing behavior, including threats of liens, taking us to court, calling us liars and frauds.

  We felt very uncomfortable to continue business with ******* however continued to find a path forward. We met with him in person and the insults, lack of customer service continued. We decided to have his countertop person over to have him explain to us the issues. That person was indeed professional, helped us understand how to measure the level of the countertop based on his professional opinion and a larger tool, and helped us understand. We told ******* that the countertop issue was resolved and that we wanted to go thru the BBB for the rest of the issues given it has been very difficult to reach a resolution. He continued with the insults and threats of legal action.

  We filed the BBB claim and also cancelled the chargeback as a way of trying to best resolve this situation. Over the course of this process we have tried to pay partial payments to ******* 3 times, asked for resolutions several times and we have continued to be mistreated by *******.
  
  We have provided several photos, to both ******* and the BBB, even prepared a 16 page document with all the issues documented with pictures and showed ******* during our meeting with him, to which he responded thats we were "too picky," and "people like you everything is a quality issue." ******* has since said he would attempt to fix quality and services, however this was after the many threats and insults and now we feel very uncomfortable that a person that treats us like that comes to our house and will perform the work with our best interest in mind. 

  To add, during our in person meeting, he said we either let him fix it, he gives us back only $1000 off and walks away, - or he said he'll sue us and take us to court without a case and with him knowingly stating that we would probably win, just to inflict additional expenses for both parties.

  At this point, we see diminished returns from negotiating with ******* to get any financial resolution to our concerns, even for the parts we paid for and were not delivered, or those in need of replacement due to incorrect installation and that were never fixed. 

  As stated previously, the chargeback was cancelled on 8/13 and ******* was paid in full.
  
  To clarify our position, we would like:
  
  1. Termination of Business Relationship: Confirmation our commercial relationship with ******* and Renonation LLC is terminated
  2. Mediation Request: If ******* still believes there are unresolved issues, we are requesting mediation.

  Sincerely,
  
  *************************** ********

  

  Business Response

  Date: 08/29/2024

  I do not want to negotiate the scammer. ******** started to contact me to design and quote this project since July 2023.When she got everything. No longer to contact me for next step. She  waiting for a chance to report a damage case to an insurance company to get the payment. Until May  ******************* said to move forward her project. She paid the full payment upfront. When the job is completed. The other contractors were still working at her house. The flooring  plumbing  tile  etc. After one week, She created a message group to complained some  bits of wood in the cabinets boxes and some scratches on the side panels and inside of the boxes. We sent a worker to clean up and did touch up paint. After one week that she told me the the bottom of the cabinets unfished and the cabinets unlevel. So I came to her house check all the concerns. The issue one is someone removed some scribe molding for the flooring. Her husband **** said to get some quarter round from ********** to cover the gap between the bottom to the flooring. I told him, If he want, I can give more scribe molding to cover them. **** said want to buy from us. I told him, This item is out of stock. That need to wait until Aug 2024.**** said that is ok. One more issue. One part cabinets to build from the flooring to the ceiling. one cabinet sit on the countertop. My installer just make sure all the cabinets level. After installation. The cabinet sit on the countertop has a small gap on the right side. So based on the ceiling and the wall is not straight. I recommended her one solution that is sealing some calking. She said she do not like. So I told her we can schedule to put the scribe molding on some missing on the bottom and redo a side panel to cover the cabinet which one sit one the countertop. The schedule in August 2024.They agreed that.  After around two week, ******** sent an other issue. She said the tile installer can not install the tile due to the countertop is unlevel. She sent me some pictures. I told her the tile installer is not professional. I told her my installer ***** did a lot of jobs. Nobody complained like that. But I will ask my installer come back to check everything. In the meantime, She called the bank to get the full payment refund. I told her we finished all the job. She can not get the full payment back. We are taking care all the concerns. She just made some fake pictures to the bank and lying to us that is incorrect. I told her 

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have experienced issue after issue. The workers spoke minimal English making it difficult to communicate with them. I had to speak to the owner, the daughter or through ****** Translator. The original layout had a 3-inch gap between my **************** area. The workers suggested that if there was no gap, it would look better. I agreed as they are the *********** value their suggestions. Little did I know, making this change impacted the amount of countertops needed. The owner (*******) initially wanted me to pay for another slab of countertops, but I felt as though I was not given all the information & felt that I should not pay for more countertops as his workers were the one who recommended it. There was 2 cracks located on the underside of the ********** was concerned that they would continue down the island & become a bigger issue. I asked ******* to come & review the work as I was not satisfied. He came & we discussed all the concerns I had, with my partner present. He stated that they would add more caulking to the places that needed more, add 2x4 or thicker trim to help with the stability, sand & paint the spots where there were ********************* The workers came back and created more issues making the problem list even longer. I reached out & he assumed that I was an immigrant. He stated that he would fix the ************* off $600 from the total bill. I tried to settle with him that I would pay $2000 of the remaining $3000. Because I need to reach out to another contractor & pay for their mistakes, I dont feel that I should pay the full amount. I have paid $8460 total. I'm looking to get to an agreed upon amount between us. Not to mention, the customer service has been poor, he has become very defensive & I have been racially profiled. The experience has been terrible & hope that nobody else ever has to be treated like this or has the same experience I did.

  

  Business Response

  Date: 08/03/2023

  Thank you, *******, for reaching out to us about this issue. We've received your complaint and reviewed your comments, and we are sincerely sorry to hear that your recent experience with us was not up to your expectations. I hope our response will clarify the comments you've mentioned in your complaint about why things turned out this way, beginning with your first comment about the difficulty of communicating with our workers. We believe this shouldn't be an issue since you are welcome to call or send us a message with any questions or concerns that *** have occurred during the installation of your cabinets and countertops. By doing so, we will immediately reach out to our workers to translate your inquiries to them. Following this was your comment regarding the change in your original layout from a 3-inch gap between your kitchen and pantry area to no gap. Our workers suggested changing your original layout from a 3-inch gap to no gap. However, this was only a suggestion from our workers, and you were allowed the option to refuse this change. Therefore, we went ahead and applied this change and followed all the steps to apply this change. One of which was adding an extra slab of countertop to match the change with the gap. We discussed this change over the phone and came to an understanding of the pricing and the change to your project. You mentioned that we initially asked you to pay for this additional slab of countertop. However, we came to an understanding of not charging you for this change since we believe customer satisfaction is a top priority for us. So, we wanted you to experience these changes free of charge and provide an experience not seen elsewhere. Additionally, you also mentioned that there were two cracks located on the underside of the island. This issue has since been resolved, and we came to fix this issue. You had also mentioned that our workers would come back to add more caulking to the places that were needed, adding a 2x4 or thicker trim to help with stability, and sand and paint the spots with dents and indentations. These issues were also fixed immediately after bringing these concerns to our attention. However, you mentioned that our workers came to resolve these issues and created more problems. During their visits, we asked you countless times if there were any more issues before they left. But you said there were no more additional issues before they left. Following this, you said you contacted us, and we assumed you were an immigrant. However, this comment was brought after these problems were fixed, and we believe that you misinterpreted our conversation. The subject of assuming you were an immigrant was brought up during our discussion about the inability to communicate with our workers easily. You said in our conversation that it was challenging to communicate the issues to our workers. You weren't happy with the inability to communicate with our workers, and you wanted to speak directly with our workers instead of allowing us to relay the issues to our workers. Additionally, after the previous problems were fixed, you brought up different issues that needed to be fixed. Instead of allowing us to return to fix it, you opted to have someone else fix it. So, we replied to your concerns that you were allowed to contact us about these issues at any time, and we will immediately tell our workers to fix the problems. We also mentioned that difficulty in communicating with our workers because of a language barrier shouldn't be an issue, and instead, whether or not our workers can complete the job provided to them with the utmost quality and satisfaction should be the requirement of our workers. Our workers assigned to your project are immigrants; English isn't the first language for them. This is true for many people, but with English not being their first language, it shouldn't be the main issue you are upset with the difficulty in communicating with our workers. Next, you mentioned in your complaint that you wished to receive a lower bill of $2,000 instead of $3,000 because you had to contact another contractor and pay for our worker's mistakes. However, we have already taken $650 off your bill for the issues and offered to come and fix any issues in the future free of charge. We also guarantee a one-year warranty in case of any issues that you come across in the future. We believe that we have already offered our services to you at the lowest price possible and offered to address any concerns you *** have for one year. Lastly, you mentioned that we were very defensive, you have been racially profiled, and the customer service you received is poor. We are certain that we did not treat you any differently because of your race, and as we had said previously, we had tried multiple times to provide you with the best service possible. We are also sorry if you felt that we came off defensive during our efforts to provide you with the best customer service possible. I hope our response can shed some light on this issue, and we hope to hear from you soon.

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20375661
  
  I am rejecting this response because: the workers did indeed come to address the concerns I had; however, the actions were not addressed as we previously agreed upon. I did have an individual present during the entirety of this conversation between you and I. The cracks on the underside of the countertop were to be addressed by adding thicker trim such as a 2x4 or brackets to reinforce and support the weight of the countertops but was instead covered up by 1/2 trim which does not provide additional support but rather hide the cracks. The dents and damages on the cabinets were painted over, but they were not filled and sanded as we previously discussed. We discussed adding hinge restrictors on the cabinets so it would prevent from hitting the other cabinets but instead bumpers were placed on the outside of the cabinets as opposed to the original action that was to be taken. The paint used does not match with the color of the cabinets and there is still inconsistent textures throughout. Please refer to the attached pictures and I would like to emphasize that these photos are how my kitchen stands currently, after your team addressed the concerns I had. You state that you stand by your high quality of work & that these issues have since been addressed/resolved. However, these pictures prove otherwise. I would like to ask if you would you be happy with this craftsmanship in your own home? I am asking for a discount on the total balance as I am now needing to hire someone else to complete the job. This is an additional cost that I was not anticipating. I do hope that we can come to an agreement on how to proceed and move on from this experience.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/12/2023

  We've resolved this complaint through emails. We have come to an agreement, and the customer is satisfied with the resolution. If you have further questions about this issue, please contact us.

  Customer Answer

  Date: 08/25/2023

  I apologize. I didnt see that more action was needed on my end. Since then, the issue has been resolved. We have come to an agreement between the two of us. 
  

  Thank you.