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:01/10/2023

  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.

  Good pitch, awful contract work.My spouse and I had Shelf Genie install some drawers for our kitchen. Not a huge job, just to make our space more efficient. Their rep ****** was very responsive and sold it well. However, the first installer took incorrect measurements and when he finally arrived, he tried to cut out parts of our cupboards to make his poor measuring fit. Thankfully he thought ask us first. Told him no. He said he couldn't continue until her got new pieces. That left our kitchen a mess. He was let go and another installer came in weeks later to fix the mess.The installation seemed to go smoothly. Now, less than 4 months later one of the shelves just fell. Prompting me to look closer. The new installer only bolted the shelves to the back, using cheap plastic posts to brace the front, when he bothered at all. (All of which were from the initial kitchen build decades before we bought the house). On one of the shelves he just relied on tension between the shelf and the wall from the poorly measured board.Our kitchen is again in shambles because we've discovered ALL of the shelves are installed incorrectly. Saying it is amateur work is false, amateurs at least try. Shelf Genie contractors took ever possible short cut and frankly made that cupboard dangerous. (If you are reaching in and a shelf falls, it will crush your arm).

  Business Response

  Date: 03/09/2023

  BBB,

  Since we received the message from BBB, both *******************************, our installer, and I attempted to contact both ******** ***** and *********************. **** was able to communicate with ******** via texting. We both left messages for ***** on his machine to call us back.

  As I understand, ******** in her text message informed **** (in summary, my response in blue):

  1. They called us months ago multiple times and our office did not respond to their calls

  We are very sorry about what happened, but we do not see any records of your communication with us.

  2. Her feedback on FB was ignored

  I am not aware of this feedback, sorry.

  3. The drawer shelf in pantry fell because of plastic holder

  We could have easily fixed this by securing it with additional reinforcement. **** indeed wanted to go back and fix it, that is why he contacted ******** immediately. We take customer complaints seriously. Our customers buy premium products and we want to pair that with a premium service.

  4. They reinstalled the shelves themselves and they are now functional

  Should you need any other issues, we love to come back and help you, please let us know.

  5. Our help is no longer required
  6. She thought she paid for the old shelves in pantry but we did not provide her new shelves.

  Our records indicate no new shelf was purchased for the pantry.

  We love to help our customers. All we need is just let us know, call us or send us an email.

  Thank you,

  Thim

   

  BBB,

   

  ************************* called just an hour ago today and spoke with me. He stated that he left several messages on our phone couple of months ago after the completion of installation and when they first encountered issues. However, I told him that we did not receive any of his voice messages. He also stated that his wife has fixed all the issues and does not need any help from ShelfGenie anymore. He wanted us to pay back the second half of the payment they made for the job, else he would write additional complaints/messages on the BBB site. I told him that we have already incurred the cost and we did not know the problem existed and heard for the first time about the issues through the BBB email message on February 6^th 2023. Unfortunately, he was not convinced, but fixated on the refund. I also told ************** that premium customer service is very important to us and his request is unreasonable and we cannot refund the amount  that we have already spent on the job. That is when our conversation ended.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 18717551
  
  I am rejecting this response because:
  

  We did indeed pay for new parts as part of our installation. Had ShelfGenie responded to our initial phone calls after their work fell apart, would have gladly accepted it. However, they did not and after some time my wife simply did the repairs herself, with much more skill and better equipment. The fact is, ShelfGenie did not care until the BBB contacted them. The person I finally spoke to was rude and kept insisting they could fix it, no matter how many times it was explained they we had already made the repairs. And as this would be the 3rd person to work on the project, we no longer trusted any of their contractors. 
  
  I do not foresee them ever making this right and frankly I do not care. What's done is done, but I will never recommend their product or services.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/07/2023

  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.

  I reached out to this company in 4/22, on 5/13/22 I met with the sales rep and agreed and signed a contract to have 2 cabinets shelved. On 6/1/22 a rep., came out and measured and said I would have this in 4 weeks. This was great news considering the contract said longer. It was not till late 8/22 I heard back. And install date was set for 9/2/22, I got to call this would need to be rescheduled, new date 9/8/22 this too needed to be canceled. New date for install 9/12/22, this was due to shoulder injury and no new schedule date was provided. I reached out via email to the company about my dissatisfaction. Each time on a scheduled date I cleaned out the cabinets and had a check prepared as well as notified my neighbors in the condo there may be some noise coming from my unit. I went back and forth with the sales rep about compensation for my time and inconvenience of getting home in time for the install. We finally agreed on a new price that I would only pay for materials and the price would be $927.75. This took another 2 months until an agreement was made. New installer would reach out, 12/1/22 and he would retrieve the shelves and get a hold of me on Saturday 12/3/22. I stayed close to home and with my phone all day Saturday and herd nothing until Thursday 12/7/22, at this time he said I needed to respond ASAP to get on the schedule for that afternoon. We agreed to meet shortly after 3:30 p.m., I raced home from work cleaned the cabinets and prepared a check, for the install at that afternoon.I heard a little after 6:00 p.m. from installer that this needed to be canceled I was to attend my company Christmas party then at evening but stayed at home for a no-show.I am officially done with this company. Five times I've rearranged my schedule for them, it's time for a refund to my deposit.

  Business Response

  Date: 02/02/2023

  BBB,
   
  Thank you for bringing this complaint to my attention. 
   
  We have resolved ******************************* concerns by completing her job and providing appropriate amount of compensation for her inconvenience. I had a chance to communicate with her multiple times. This is now a fully resolved job.
   
  Is there anything else we should be doing, please let me know.
   
  Thank you,
  Thimmappa