Complaints

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• Initial Complaint

  Date:02/19/2025

  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.

  We texted Warren Mills on January 13, 2024, regarding repairs needed to our newly installed custom cabinets. All of our larger cabinet doors are separating, which is showing very visible unfinished areas. We included the attached photo as an example. We spent $41,760.60 on custom cabinets for our new home, not including *** * *****'s (builder) 15% markup (taking the total to $48,024.69).
  
  Warren suggested that WE take care of refinishing the affected areas OURSELVES. He also stated that it was likely due to low humidity and that the problem "should go away when the humidity returns to normal". We continue to test the house humidity, and it has been consistently between 40 and 50 percent, which is normal. The cabinet doors are still separated. Therefore, the problem is a result of cabinet construction errors, not low humidity.
  
  Warren was given a reasonable deadline of January 24, 2025, to schedule a time to repair our cabinets. He refuses to repair the cabinets, since he is concerned about retaliation from the builder, *** * *****. *** has instructed all of his subcontractors to not do any follow-up or repair work, even though he was paid in full for his services (we even paid for all of his mistakes).
  
  Our preferred resolution is for Warren to repair or replace all of the affected cabinet doors, or refund enough of our money to pay another cabinet professional to repair or replace the doors.

  Business Response

  Date: 03/07/2025

  Mr. **** was not my customer.  I was hired by ***** ************ to do the custom kitchen cabinets and was paid by him.  I believe there is an issue between Mr. **** and Mr. ***** with a balance unpaid on their contract, but that is between them.  Mr. **** sent me an email directly and I referred him to Mr. ***** to obtain any warranty or touch up work. Thank You, Warren Mills Mills Restoration 

  Customer Answer

  Date: 03/07/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We paid Warren Mills, IN FULL, for his services to build our custom cabinets, through *** ***** (we have evidence to show that Warren was paid, in full). Although *** ***** was the contractor that recommended Warren Mills, WE looked at examples of Warren's work and agreed to hire him. I designed the house and was present during all aspects of construction. We found several problems with the completed cabinets, and additional issues continue to surface since our previous contact. Warren Mills refuses to warranty or repair any of his mistakes, and he refuses to repair manufacturing defects. The only issue that Warren Mills agreed to repair, was on one of the drawer fronts, if we would take it to his shop and pick it up upon completion (he said he didn't want to be "caught at our property" by *** *****). The current issues require in-person repair, and Warren Mills refuses to return. We spent $41,760.60 for custom cabinets.
  
  Regards,
  
  **** **** 

  Business Response

  Date: 03/19/2025

  It is not a manufacturing defect. The cabinet doors are made of natural wood, which expands and contracts. This is a natural aspect of the wood. Mr. **** is seeing it more on his cabinet doors because of the finish he selected. This should stop once the wood acclimates to the humidity in his home. I always leave some touch up paint, just in case this happens, for the home owners.I only recall being told about a loose handle on one of the drawer fronts. I have already fixed this problem for Mr. ****. 

  Customer Answer

  Date: 03/25/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issues we are having ARE A MANUFACTURING DEFECT! Warren Mills is refusing to stand behind his work! He lives locally, so it shouldn't be a major hardship for him to complete the needed on-site repairs. The cabinet door insert panels were not glazed to the edges, so the raw wood is very visible on all of the larger doors. Warren Mills stated that they will "magically" fix themselves. However, the exposed raw wood is now even more visible and pronounced. Also, the drawer slides for the trash can drawer are not functioning (we only used one of the 2 cans, and have kept the weight very low to avoid damage).One of his earlier responses indicated that the cabinet problem was caused by very low humidity. We have an electronic humidity sensor that constantly tracks the humidity percentage. The humidity in the house has consistently stayed between 40 and 60 percent, and has averaged 50 percent, since we moved into the house in November 2024. 40-60 percent humidity is considered normal.We spent a lot of money for completely custom and properly glazed and finished cabinets. It is Warren Mills' responsibility to correct his manufacturing defects. If he would have properly finished the door panel inserts, before assembling the doors, this wouldn't have been an issue. We've also asked Warren Mills for the source and paint codes for the glazing, and he has failed to provide that information (the codes on the provided "touch-up paint" are illegible). These are glazed custom cabinets, not painted, which requires a specialized finishing technique. We cannot just add paint to the unfinished edges and expect the doors to look properly finished.Warren Mills either needs to correct the manufacturing defects, or he needs to refund enough of our payment, so that we can pay another cabinet builder to correct his mistakes.
  Regards,
  
  **** ****