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:09/22/2022

  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.

  Last October 2021 I received an estimate from N-Hance of Hampton Roads to paint and replace the doors and drawer fronts in an L shaped area of my kitchen around a new island area. I received the contract on November 1st showing my **% deposit. All seemed good but the 6 weeks I had been told it would take turned into longer. They removed the old doors and painted the cabinets on Jan 1Oth-12th. Two weeks later they came with the replacement shaker doors that did not match, did not close, were the wrong size, not the same 2.25 inch on all sides of the Shaker door or were missing entirely.
  It is May I have now been waiting for the correct doors and drawer fronts since January. I call periodically and am told they are waiting or they had to change the wood type or they had to find a new supplier. I spoke with Bob ***** on May 13th he promised to have it done in 10-15 days which would have been around May 25th.
  After calling again and leaving messages I received a call back saying N Hance had received a confirmation for the doors for around June 23rd although it might be a few days earlier or later.
  Bob was in touch at the end of June and again in July. He came with doors on July 25 but had to take back to repaint and order different hinges and 7 doors were missing.
  Since then he has cancelled several times. On Monday, August 21st he had said he would finish but came by without the 7 missing doors and actually took away 7 doors and a drawer front that needed to be repainted and adjusted saying he would be back on Aug 26th. He called and cancelled saying he would finish on the 30th. This was then changed until Sept 6.
  An employee came by with 4 doors that had been adjusted and a fifth door that had been trimmed 3/8 of an inch and left a large gap and another door that still does not fit. Also the 7 doors that have been missing on July 25 are still missing. I have been promised many many times he would have the doors shortly but they never show up.

  Business Response

  Date: 10/12/2022

  We are working with ms ******** to resolve this. We have reordered the doors for her and are awaiting their arrival

  Business Response

  Date: 12/15/2022

  The missing doors are on order and have a ship date of 12/21/2022.  once they arrive they will be completed and installed  

  Customer Answer

  Date: 12/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The job is not complete yet. I have been told this numerous times doors were on order.  I only accept that the doors are on order.  They still have to be the correct doors (and drawer) to match those installed 4 months ago and they still need to be finished and installed correctly. This is now almost a year since the job was started.
  
  
  
  Sincerely,
  
  
  
  Marguerite ********