Complaints

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• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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.

  VBS was contracted to install Kitchen cabinets, cabinets in 6 bath rooms, a media cabinet and laundry room cabinets. Well over $20k. The entire process was a disaster. The VBS rep ** made and missed multiple appointments, some with reason and response, some just a no-show. They sub-contracted install of product and did not follow up with the work being performed, again with multiple counts of not showing up or completing what was promised. As this is my 12th home built I am accustomed to delays and issues so never addressed any issues until the 6-7th time my wife waited all day at home to get job finished, but no one ever showed up (again). When I called * he assured me the next trip would be the last. It was not. After an additional trip I called to see why the job was still not done. He would not let me speak, just kept yelling at me the excuses why additional trips would be made (although the additional trips promised and needed never happened). I raised my voice in an attempt to get a word in and he hung up on me and has not been heard from since. I call VBS and ask to speak to a supervisor, manager, or owner but no one will even return a call. All I am asking for is to level up some doors and hinges and a simple drawer that was specified and agreed upon before any items were even ordered. * has promised us that the correct drawer has been ordered and will be installed upon arrival, but again, it has been 3 months and now he says he's not going to fulfil his promise. The item in question has a retail price of approx. $200 and simple adjustments are always part of a new construction job, but even after a sale of over $20k I cannot even get a phone call. I have waited patiently for over 3 months for a simple repair, but cannot even get a phone call.

  

  Business Response

  Date: 10/09/2023

  We acknowledge that although
  we perform at a high standard on the 350-400 jobs contracted annually, we
  cannot make every customer happy all the time, especially the unreasonable ones
  who make contact after months since the project is over, we are paid in full,
  and there is no warranty work to be performed. In response to this customer’s allegations
  and after conducting an extensive information finding mission with our
  personnel including the installer, the following is a representation of the
  facts as they occurred from our perspective:1) VBS was contracted on
  March 21, 2023, to provide and install cabinets for a kitchen, living room,
  laundry room, and 6 bathrooms for a newly constructed home. $26,585.44 was the
  total contracted amount of which VBS was paid in full on after the contracted
  scope of work was completed. One would assume that if there was an issue, or multiple
  problems with any of the cabinets, numerous accessories, and/or installation,
  VBS would have been made aware before the homeowners paid the balance in full.2) From start to finish,
  there were no missed appointments between the VBS Kitchen Designer (VBS K-D) and Mrs. Customer, who was the primary point of contact before and during
  the project. They met at the VBS private showroom on numerous occasions to pick
  out cabinets/vanities including the accessory options and then at the
  customer’s home during framing (by others) to measure and pick up samples that
  were provided. Once these numerous selections were made, the VBS K-D finalized
  the approved design/order and had Mrs. Customer sign off before it was placed,
  which is customary before any cabinets corresponding accessories are officially
  ordered.  3) The job was quoted to order
  / provide, then set the cabinets, and perform a customary trim out at the same
  time. Unfortunately, at the beginning, the customer’s home was not far enough
  along in the building process for the initial install, due to scheduling issues
  with other contractors they hired. This resulted in the installation being pushed
  back a week or two at
  no fault of VBS. VBS had to work these customers back into our schedule due to this the delay.4) Our trusted (sub-contractor)
  cabinet installer who has completed numerous cabinet projects over the last 6
  years for VBS was forced to make numerous trips back to try and finish the job.
  They had to come back repeatedly first, to install the crown molding, then
  another two trips at the owner’s request to install quarter round and toe kick
  at the base. We typically perform these tasks all at once but due to the delays
  with the flooring being installed by others/not ready, we had to make multiple,
  unnecessary trips and waste resources / pay the subcontractor for doing so. 5) The only time no work was
  performed as scheduled was on a dreary Friday. The same installer went to their
  home but could not get down to base of the muddy driveway as there was heavy
  rain the day/night before and at the time, the driveway was not suited for
  construction vehicles. The work that day was delayed until the following week. Mrs.
  Customer was in constant communication and was certainly never waiting at
  the home all day for anyone from VBS to come and do work. Although we recall that
  she was there waiting most of the day for an appliance delivery, which had
  nothing to do with VBS. 6) At this point, our
  representatives have never spoken with Mr. Customer who filed the complaint /
  negative reviews and has since showed up (unwelcome, at our office without an
  appointment) concerning his stance on the now months long completed job. It was not until June 30,
  2023, then again on July 3, 2023 did our kitchen designer have a conversation
  with this “gentleman”. On the 30th of
  June, he had spoken to Mrs. Customer about what to expect for the upcoming week
  and what the schedule would be for us moving forward. She stated that
  everything was fine with our plan of action. Thirty minutes after ending the
  call, Mr. Customer called the VBS K-D and started complaining about why no one was
  there on the 30th, and he explained that the cabinet installer
  was on another job where he was already scheduled to be, and we could not pull
  him off because Mr. Customer wanted something done that minute. Mr. Customer then
  stated the biggest thing that he needed were the doors adjusted on the now revised
  installer date of July 3rd, and the VBS K-D told him that it would be
  done. True to our word and on the 3rd, the
  VBS Kitchen Designer and the same Cabinet installer arrived at the home and
  began to do the punch work listed / agreed to and adjusted the doors. However,
  after leveling all doors, and having Mrs. Customer’s approval of the
  adjustments, the VBS K-D saw that there was an issue with the hinges that he had
  not dealt with before. While in the presence of Mrs. Customer, the VBS K-D called
  the manufacturer on the speakerphone and asked what could be done. The
  manufacturer said that they would speak with quality control on their end and
  send out information on how to fix the issue, and if that could not be done,
  they would replace all hinges which was ultimately, not necessary. He apologized
  to Mrs. Customer for
  this, then told her that VBS would get it fixed. She was fine with this plan.
  Again, thirty minutes after leaving, Mr. Customer called berating away as to why VBS had to come back. The
  VBS K-D was in the middle of a parking lot and was having a hard time hearing
  Mr. Customer and was trying to speak over the traffic in and around him. When he
  tried to explain why he was talking loudly, Mr. Customer began to yell and use language not suited for this forum, then
  spoke over him, not allowing a thorough explanation of the hinges to occur.
  After about thirty to forty-five seconds of taking Mr. Customer’s verbal abuse,
  the VBS K-D hung up and they have not spoken verbally since.7) After this interaction, on Monday,
  July 10th, we still went back to the Customer’s home
  and adjusted every hinge that Mrs. Customer said needed attention. After
  adjusting all doors for levelness and the hinges, the VBS K-D had Mrs. Customer
  walk the job with him to approve of all adjustments before leaving. She did and
  thanked them for coming back out even after the heated conversations the prior week
  with Mr. Customer. To our knowledge, there were no issues, the installer had
  finished up all the trim the week before and there was no need to come back
  with the approval granted by Mrs. Customer on the finished work in place.8) Then not a word from
  anyone until two weeks ago, approximately two months, (not three as stated by
  Mr. Customer) and it was in the form of a text message. VBS K-D was at a doctor’s
  appointment when it came through, saw it, and admitted to Management an honest
  mistake that by the end of the appointment he forgot about it. This was the
  only message that was never returned. Then last week, Mrs. Customer texted
  again, and then before he could finish his appointment with another VBS Customer,
  Mr. Customer began calling the office looking for answers, which at the time,
  we had no clue of what he was referring to. The office reached out to the VBS
  K-D and was informed that the Customer’s job, including adjusting the hardware
  several times, had been completed for over two months per the contract, and he explained
  the previous behavior of Mr. Customer.9) The Customer’s contract
  was fulfilled per the final design / order that was placed and signed off on by
  Mrs. Customer. Mr. Customer was absent during the entire process from beginning
  to end until the June 30th and now refuses to listen
  to the facts, be somewhat reasonable, and is tarnishing our Company’s name
  which we will aggressively defend along with our trusted personnel. 10) In our opinion, VBS went
  above and beyond what was called for in their contract and scope of work. One
  example: The Customers asked the cabinet installer to set the wall oven and
  microwave, even though it was not in the contract. It was supposed to be set by
  their electrician but was not. Our installer was told that they would cover
  this with VBS, and we proceeded to install it as requested. However, Mr. &
  Mrs. Customer and the VBS K-D neglected to address this in the form of a change
  order, nor did the Customers offer to pay for this additional labor once in
  place. Another example: The installer had to remove a large area of baseboard trim
  that was installed ahead of time (by others that wasn’t supposed) so that he
  could install the cabinets and not hold up the countertop template scheduled
  for later, as customary after the initial cabinet installation. This was not in
  the contract or scope and cost VBS 6 to 8 hours of time/effort that should have
  been paid for by the Customers. When presented with this after the fact, Mr. Customer
  again, has not offered to pay or reimburse VBS for this expense. These schedule
  changes, on-site adjustments, and the extra time spent show up on the job cost ledger
  and if there are too many without a change order or compensation, these
  projects become unprofitable as in this case. 11) Which brings us to the
  $200 cabinet accessory/pull out Mr. Customer is referring to in this complaint.
  It was discussed as a pull out addon for the left-hand side of the stove to
  match the one on the right. The original Cabinet Order did not call for this option,
  but after installation, Mrs. Customer asked if we could get her the pullout to
  match instead of the rollouts that she ordered in the original/approved layout.
  She stated that she could not pay for this upgrade as Mr. Customer would not
  allow it, as she had already exceeded the budget for this portion of the home. VBS
  K-D told her that we would try and help and see if he could get her one ordered
  pro bono. However, after the amount of return trips and additional expenses to
  VBS to compensate the installer and the fact they would not pay for this drawer
  out of pocket / change order, we were unable to offer it complimentary. VBS
  also took into consideration the two verbal confrontations and now his recent
  unwelcome office visit (which solidified our stance) with Mr. Customer/VBS K-D
  and VBS felt it was in the best interest of everyone to finish the job per the
  contract / initial design as Mr. Customer had now made it impossible any
  further with the cabinet accessory and a third trip to adjust hardware that was
  approved by Mrs. Customer after the last visit.12) In closing, the contract
  for the Customers was fulfilled and VBS went above beyond what was required
  (wall oven, baseboard, et al). Numerous, unnecessary trips were made to the
  home to accommodate the lack of coordination on the Customer’s part with other separate
  contractors / trades to have the home ready to install cabinets in various
  locations. Multiple trips were made to complete a punch list including the door
  / hinge adjustments, and upon leaving the home on the 10th of
  July, Mrs. Customer had verbally approved of all the work and stated that
  nothing else needed to be done. Any “repairs” that Mr. Customer is speaking of
  had been addressed in the June and July trips to the home and once again, approved
  of by his wife before VBS left. VBS has fulfilled all contractual obligations
  with this job and will not be performing any other duties for these Customers
  unless we are compensated for it. 13) VBS has informed Mr. Customer
  that if he would like to purchase the pullout accessory and pay to have it
  installed, VBS will be glad to provide this service, but we cannot and willnot be able to do it for
  free. In closing, the complaint made
  to the BBB is inaccurate, riddled with false statements, and is in no manner a
  reflection of our company’s work on this project or over the last 40 years. Furthermore, it is an
  obvious attempt to discredit and bully VBS by Mr. Customer to get more freebees
  above what has already been provided both contractually and outside of the
  scope of work. We stand behind our folks and let it be known that this type of
  public pressure, especially when presented with detailed facts, does not and
  will ever get the desired result that the Customer is seeking. Sincerely,VBS Management

  Customer Answer

  Date: 10/27/2023

  Thank you for the follow-up.  This response is full of half truths / misinformation, outright lies.  The company will not even return a phone call to have a civil conversation.  I have pictures of the poor workmanship and screenshots of text messages from VBS stating they will provide the items in question but I never received.  Thier response is ridiculous, but like they say in the first paragraph "they have been paid and no warranty will be performed"  Why not??  Thank you for the consideration.
  ****** ****** *** 

  

  Business Response

  Date: 11/16/2023

  Attached is the contract for the Kitchen and bathrooms. The second document is the kitchen only which Mrs. Customer agreed (executed with a signature) to the details on the cabinet package for the accessories, including the drawers, which is what was delivered and installed. Moving on and again, the information we are providing now and previously has been screened and fact checked internally. Despite what Mr. Customer believes, it is truthful, and we will still not be bullied or intimidated. Mr. Customer continues to beat the same bush and his recent reply (not including the grammatical errors) is very weak based on our recent findings about the pictures he submitted with his comment. Furthermore, we have not had a conversation over the phone with him recently (not how we would have preferred it) because he chose the BBB forum. If we did, it would have been civil but that went out the door 10/3 when he initiated this process. Regardless, we’ll provide our response to his latest attack in an attempt to appease any interested parties about what transpired in regard to this specific cabinet: The text picture from “***** *******” is not an image that the VBS KDS (*****) provided, it was provided to the KDS (*****) by his wife, Mrs. Customer. The cabinet supplier they selected did not offer that type of pullout in the image that again, Mrs. Customer texted to the KDS. The KDS never did offer to provide a pullout like the one she sent to the KDS via text. However, the KDS did offer to modify the ordered pullout base for Mrs. Customer if she provided the “pots” that are used to hold the spoons and other items. We requested several times for her to provide these items during installation so we could attempt to customize this option for her since she was in charge of /had signed off on the order. We requested this from her on the visit to the home on July 3rd and again when there for the final time on July 10th and she did not have these items with her and/or immediately available both times. Unfortunately, after this last attempt / request, we could not make this happen as she did not provide what was needed at the time. The other pictures (we do not see any proof of poor workmanship as it was installed correctly) are of the cabinet that VBS provided and was not able to customizable again, because Mrs. Customer did not provide what was requested several times prior. VBS provided everything that we told Mrs. Customer that we would, and she signed for, except for the cut outs on this cabinet as we were never provided the “pots/items” to use as templates. VBS went above and beyond to accommodate these customers and even completed additional work as outlined in the previous response that we have never been paid for and likely never will. As for the warranty, we offer a 1 year workmanship warranty but since there is nothing to address except his attempt to extort additional freebees at our cost, we will not be able to offer a warranty now because at this point it will likely be a sabotage effort or another attempt to further discredit our company.