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Business Profile

Furniture Builders

Dunk's Custom Creations

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 ordered 4/7/2024 I'm highly dissatisfied with the quality and accuracy of the recent cabinet work completed. I've been attempting to resolve this directly but Justin blocked me. I want to warn everyone else before they make the same mistake. Below is a detailed list of the issues I encountered and made clear to Justin. He originally told me it would be delivered in 3-4 weeks but due to Justin it was not delivered until the end of June. Wood Quality: The wood used was not of the correct type or quality as specified. Cabinets: The cabinets were not sanded and were rough to the touch. The finish on the cabinets was incorrect, leading to cleaning difficulties. The interior was not finished with polyurethane, compromising durability. The cabinets did not include soft-close drawer pulls as required. Cabinet Depth: The cabinets were not made to the agreed depth of 34 inches. Kick Plate: There were no kick plate installed as specified. Sink Cabinet: The sink cabinet was not sturdy enough to support the weight of the sink and granite. It was made to the wrong height compared to the trash cabinet. The sink cabinet did not include a drawer as specified. Top Drawer: The top drawer was not fitted properly and would not close easily. Dishwasher Support: There was no inner wall for the dishwasher, which is necessary to support the weight of the granite countertop. These issues are significant and need to be addressed immediately to meet the standards and specifications agreed upon. I have sent him this list and he agreed to a refund, tried to get me to cancel my CC dispute and as soon as the money was released he went no contact. I have tried to reason with him but I need help from someone who can force a response.

    Business Response

    Date: 08/11/2024

    I believe I have submitted this twice now but the website seems to have an error so I'm going to fill it again. After multiple attempts to remedy the situation with the clients we came to the end result of her receiving a full refund. They were clear miscommunications on the cabinets as well as multiple attempts to remedy the situation. Upon delivery we even offered to take the cabinets back make the corrections and bring them back which she originally agreed was okay which is why she maintained ownership of the cabinets after delivery. I offered and we had discussed me giving her a refund through check as I was advised that is the only and best way to ensure a proper paper trail for all refunds. At that time she had already filed a dispute with her credit card company making her receive a full refund through them. She then requested me to give her an additional refund of the same amount by check even though she had already received a full refund. As the messages started to become more hostile after she had already received a full refund I was advised to block them to avoid any misunderstandings or harassment. In summary she has received a full refund in compensation for the miscommunication and misunderstanding with the specifications of the cabinets she requested. 

    Customer Answer

    Date: 08/12/2024

    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.

    To say that his statements were completely false is an understatement. After agreeing to issue a refund, he went completely unresponsive for weeks. At that point, I contacted my credit card company, who advised me to dispute the charge. Barclay provided a temporary credit, which I informed him would be reversed once he retrieved the cabinets and issued the refund.
    I want to clarify that I was not seeking "double payments." I even attached a screenshot of my attempt to communicate with him and find a resolution. This vendor has been unreliable and uncooperative, and I refused to accept a check without assurance that it would clear, as that could have left me at a loss.
    All I am asking for is to return the product he delivered, which does not meet the agreed-upon standards. Additionally, he has disposed of our correspondence, making it impossible for me to provide evidence of our interactions. I was firm but not hostile, simply standing my ground against contractors who believe they can take advantage.
    I am seeking a fair and civil resolution, but if this issue is not resolved promptly, I will be forced to pursue legal action. This situation is delaying my renovation, causing financial losses due to rental income being affected.


    Regards,

    ***** *****

    Customer Answer

    Date: 08/30/2024

    I wanted to update you on the situation, I spoke with my credit card
    company and since I was out of the country I could not respond in time
    to the dispute. So as of tuesday, Jul 9th, 2024 the dispute was closed
    and the temporary credit was removed from my account. This charge is
    actively on my account and gaining interest fees since July 9th.

    I would like to reiterate to Justin of our previous agreement of a
    full refund in return for the unaltered cabinetry returned to him.
    Since the cabinetry was not built to our agreed upon standards. This
    matter is causing significant delays in my building process due to the
    size of this purchase, and I am eager to resolve it promptly. I kindly
    request that we address this issue at the earliest convenience to
    avoid any further escalation.

    Thank you for your attention to this matter. I look forward to your
    prompt response.

    Blessings,
    ***** ***** ***** ********

    Business Response

    Date: 08/30/2024

    If the money has been refunded snd the previous message said no action is needed. What is the neccisary next action that I'm being asked to complete? Sorry for my confusion. 

    Business Response

    Date: 09/12/2024

    I'm still very confused as to what the problem is consisting of she received a full refund through her credit card company and the issue was resolved I was advised to cease communication with her once she received her refund as she was attempting to have me refund her twice and then she would have the credit card company reconfirm the transaction if she's already received a refund what is my next action? Please contact me by phone ************ if there is more actions that I need to perform

    Business Response

    Date: 11/04/2024

    Good morning, I went through the monthly review and the ********** did indeed return the funds to me. Are you able to inform the individual that I will be mailing them a check directly to the address I have for them. 

    Also I want it to be documented that the only reason I did not produce said refund previously is because she has gotten refunded through her ********** and she continued to request cash or additional refund after she already received the refund to her ********** stating that if I refunded her by other means that they would automatically close the dispute. Obviously if she already received the funds I would not be capable or have reason to refund them a second time. 

    If you would inform them it will be in the mail and if she contacts me by email I can provide images of the letter, post date, and check. 

Dunk's Custom Creations is NOT a BBB Accredited Business.

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