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BBB Accredited Business since 26/06/1964

Delton Cabinet Manufacturing Ltd

Phone: (780) 413-2260Fax: (780) 455-6107

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
01/22/2015Guarantee / Warranty Issues | Read Complaint Details
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Complaint
The kitchen millwork has not toned down as promised and we are now at the 11th month of the first year warranty. Delton's warranty states they will replace offending items within the first year. They are stating they will not replace this cupboard door.

The kitchen was paid in full prior to the installation.

We are dealing with ************ of Delton Cabinets.

Desired Settlement
We expect the door to be replaced, as promised by Delton's Warranty.

Business Response
I am pleased to report that the customer and Delton Cabinets have now resolved this complaint. The millwork in question has been adjusted to the satisfaction of our client. Thanks for your assistance in this process

*********, General Manager


01/16/2014Problems with Product / Service
06/24/2014Problems with Product / Service | Read Complaint Details
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Complaint
Attached is the text from a letter provided to Delton in July 2013 regarding our kitchen project that lists Delton's mistakes

Re: ****** Kitchen Project

Dear ***** and ******,

We are writing this letter to inquire about fair compensation for the deficiencies in our kitchen project. We have spoken in detail about these deficiencies; some which could be addressed and some which could not.

*************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

********* ***************************************************************************************************************************************************************************************** We researched different kitchen manufacture/design companies and chose Delton over many other options. *********************************************************************************************************************

Our involvement with the project included bringing in example photos of the kitchen designs, providing all the detailed appliance specs (note: we informed the designer these appliances were in storage) and walking the showroom discussing specific likes and dislikes with Delton's display models. We reviewed the layouts/design proposals and even pointed out errors in the wall pantry width and door swing of the beverage fridge. We provided a "clean slate" working area and even postponed ****************'s finishing of the floors until after the cabinets were installed. We paid half the cabinet project cost ($12,500) up front and the remaining half ($12,500) to allow for the installation to proceed.

When I arrived home the day of the install I immediately called/emailed the designer and expressed my disappointment with the project. Besides missing cabinet fronts, flawed trim on the panels and chipped/scratched cabinetry the biggest deficiency was the island. The island was nothing like we discussed or reviewed in the showroom.

Further disappointment, delay and inconvenience occurred when the built-in appliance installer came to install the appliances. The appliance technician told us the wall of cabinets was installed ¾" too shallow. This caused major delays as it took weeks to schedule the installer and he could not install the appliances when he arrived on site. There will also have to be repairs made to the wall cabinet area once Delton finishes their work.

**********************************************************************************************************************************************************************************************************************************************************************************************************************************

The following issues have/will incur costs to us, cannot be suitably rectified and will require settlement with fair compensation.

1. The paint color on the cabinetry around the built-in ovens is the wrong color (maybe "Ivory Tusk" vs. "Vanilla"). There was nothing Delton could/would do before the ovens were installed. Note: *****'s recommendation regarding providing a "half sample panel" would have been very, very helpful. We are still puzzled as to why this was not done.
2. Repairs/refinishing once the wall of cabinets that had to be moved out ¾" is complete. The attempt to repair was substandard. As a minimum we will have to call the painting contractor back to fix the area. Please also note we had to compensate the appliance installation contractor who had to come to our house four separate times. **********************************************************************************************************
3. The quality of Delton's contracted work was substandard. The Delton's installation contractor mounted one of the light valances below the cabinet. This valance was off center and nailed on one of the corners; the previous valance were properly finished by neatly gluing the joints. ****** was sent email photos (please see the pictures) of the deficiencies and he viewed Delton's contractor work in person. ****** was also shown the "dap job" that filled the gap between the wall and the set of cabinets that were moved out ¾ on an inch. I asked ****** if this work "met Delton's quality standards". Note: I removed the valance and installed a new one of proper quality standards (photos provided to compare).
4. As you are aware, the island is the biggest let down. It was not what was discussed or reviewed in the showroom. The island does not have the shaker styling, the decorative posts, the trim moldings or the hidden/pop-out cabinet doors. Also, further damage to the island occurred when the Delton service tech improperly cut out the island electrical boxes. Our electricians were on-site and showed him the electrical boxes that were to be installed. We were able to have our electrical contractor source over-sized outlet plates to hide the erroneous notches. Unfortunately, the "pock" marks left behind by **************** cannot be covered up. As discussed with ****** on July 4, 2013, to avoid further mistakes and damage we are best off leaving the island as is. The removal of the side panels will involve removing appliances, jeopardizes the countertop integrity and would likely result in damage to the floor/floor finishing. The basic act of changing or trimming out the side panels will not convert this island into the island we ordered. We have decided to cut our losses and live with the island the way it is; as discussed, it was to be the feature showcase of our kitchen.
5. General retribution is sought for long delays, multiple costly rescheduling's, hardships and initial unprofessional customer treatment. Disappointment with customer service included lack of communication throughout the process especially with respect to the island design changes, "special" pricing for aesthetically unpleasing light valances and extremely inflated pricing on appliance pulls. There was a lack of accountability (and even blame on the client) for missing the island electrical box cut-outs and then further damage was caused to island with poor craftsmanship. Other follow-up work by the Delton contractor was substandard. There was also lack of accountability for the provided paint manufacture, name and color code. As minor as this seems, we had our paint contractor paint the entire upstairs doors, baseboards, railings and casings the color that was to match the cabinetry.

In closing, we look forward to your proposal of compensation for a project that was riddled with Delton mistakes. *********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

As mentioned, we hope Delton learns from the events of this job to improve their business processes and is able to deliver more successful projects to other clients.

Sincerely,




**** and ********* ******

Desired Settlement
We have to live with the substandard project in our home and will accept no less than 10% of the $25,000 project cost. Their offers of 1% and 2% are an insult.

Business Response
Re: BBB Complaint Case# 1652311 (Ref#XX-XXXXXX-XXXXXXX-X-XXX)

We are always concerned when any client is disappointed with our products and services. Our goal is always to build and install a quality product that our clients will be able to enjoy for many years.

In response to this customer's complaint and disappointment regarding their kitchen renovation our opinion is that we have fulfilled the contract as it was agreed. As you will read below we have made many attempts to satisfy all reasonable issues. We have offered a monetary settlement that goes beyond what we see as our responsibility and even suggested to the client that the BBB mediation would be a good idea.

As background, we have a multiple step service system that works as follows.

After sales service is handled by our Service Coordinator and not the sales consultant.

The Service Coordinator assesses the complaint and acts by ordering a replacement piece or sending out a service man. The Service Coordinator has a little discretion to step outside the contract and do extra for the customer to make them happy. In the case of the customer still being unsatisfied, the situation is discussed with and handed over to our Customer Advocate.

The Customer Advocate speaks with the customer, reviews the contract, all of the steps that were taken to date in an attempt to satisfy the customer. The Customer Advocate then creates an action plan to make the customer happy. The Customer Advocate has even more discretion to do extra for the customer if it is called for.

In this case we have tried to come to a solution with this customer however we feel the customer has been unwilling to work towards a resolution.

As we understand the main issue for this customer is that he feels that the island that he received is different from what was ordered. We feel that the signed contract confirms that we built and installed the island that the customer ordered.

The design and sales consultant reports that she met with and reviewed every aspect of this new kitchen project on several occasions with both husband and wife. As well on a few occasions we met with only one spouse. This was the case at the time of signing the contract between the customer and ourselves. At this time the consultant reviewed the entire project in detail using drawings and pointing out all aspects of color, size, wood, features, trim and hardware. There was no concern expressed at this critical stage regarding the design of the cabinets. The design consultant involved is very qualified with both Certified Kitchen and Bath Designer and a Certified Interior Designer designations. As indicated in the customer's statement on July 4th, 2013 the Customer and our Customer Advocate agreed to leave the island as is.


The following is our response to each specific issue identified by the customer.

1. At the time of the oven frame being installed the customer and myself agreed that there was a very slight difference in color against the cabinet door next to it. We offered to re-spray the appliance frame at our finishing shop and then return it. At that point the customer said it was very close in color, hard to notice so they would be OK with it the way it was. They wanted to move ahead and have their appliances installed.

2. The reason that the cabinets had to be moved away from the wall a bit was to accommodate the customer's appliances. The appliance specs that were provided did not indicate that the fridge door panel would require the fridge to be moved out 3/4". We immediately pulled all of the cabinets forward to accommodate the fridge panel. Although the specs could be questioned we took responsibility and fixed the issue. We did agree that the caulking of the cabinet to the wall was not as neat as it could have been. We agreed that the best solution was to have his painter make the adjustment. We took this into consideration when we made an offer of compensation to the customer. Please note that although we understand the customer may have brought out the appliance installer several time it is not up to us to coordinate other sub trades as we are also a sub trade.

3. After sales service is an accepted part of construction and is carried out by every trade in the industry. We have a service coordinator along with several service tech's and our customer advocate to oversee any deficiencies. We feel that addressing the deficiencies is the extent of our contractual obligation.

4. The island was designed, built and installed just as it was discussed and as detailed in the signed contract. The customer was shown line drawings of the lay-out along with complete elevation drawings of the entire project out lining the details of the design. The design was approved by the customer and the cabinets were built to the specifications. After the cabinets were installed and the customer expressed that they wished the island could have been more elaborate we discussed several suggested alterations and agreed to the customers decision to add a fancy base molding to the end panels of the island. We completed this additional non contracted work at no additional cost to the customer.

5. As expressed above, service is a part of any construction process and should always be factored into any project. When a home owner takes on the responsibility of a general contractor it is up to that person to make available the job site as well as coordinate the trades and although we are sorry they feel put out regarding these duties, compensation is not in order. Regarding the customer's thoughts on our accountability for the color of his house paint we supplied an actual sample door for comparison and created a custom color to match. We also gave him the manufacturer, color name and code. It is unfortunate that the same color will look different when applied as a lacquer or in a house paint format.


I have met with and corresponded with this customer on several occasions attempting to come to a resolution to this situation. I have brought all their concerns to the attention of management and returned several offers of compensation regarding the service work deficiencies to the customer all of which were turned down flat. We feel we have offered compensation which is more than fair regarding this matter.

Although it seems in the past we could not make this customer happy a reasonable resolution is desired by Delton Cabinets. We believe our Customer has a beautiful kitchen and we would like to see this process come to a conclusion.

Sincerely,

****** *****
Customer Advocate



****** *****
Customer Advocate
Delton Cabinets
XXXXX - XXX Street
Edmonton, AB T5L 2H7
phone: XXX-XXX-XXXX
cell: XXX-XXX-XXXX
fax: XXX-XXX-XXXX
toll free: XXX-XXX-XXXX

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The following is our response to each specific issue identified by the customer. The CLIENT RESPONSE to Delton's responses are listed below. ***********************************************************************************************************************************************************************************************************

1. At the time of the oven frame being installed the customer and myself agreed that there was a very slight difference in color against the cabinet door next to it. We offered to re-spray the appliance frame at our finishing shop and then return it. At that point the customer said it was very close in color, hard to notice so they would be OK with it the way it was. They wanted to move ahead and have their appliances installed.

CLIENT RESPONSE - Actually, the client said the project has been delayed enough and the built-in have to be installed in order to have our kitchen operational. The inconsistent paint tones on the cabinets were pointed out by the painter we contracted to paint our home. He (and we believe) the stand quality should be much better for the premium money paid.

2. The reason that the cabinets had to be moved away from the wall a bit was to accommodate the customer's appliances. The appliance specs that were provided did not indicate that the fridge door panel would require the fridge to be moved out 3/4". We immediately pulled all of the cabinets forward to accommodate the fridge panel. Although the specs could be questioned we took responsibility and fixed the issue. We did agree that the caulking of the cabinet to the wall was not as neat as it could have been. We agreed that the best solution was to have his painter make the adjustment. We took this into consideration when we made an offer of compensation to the customer. Please note that although we understand the customer may have brought out the appliance installer several time it is not up to us to coordinate other sub trades as we are also a sub trade.

CLIENT RESPONSE - The cabinets were not immediately pulled forward. When I called Delton to ask when the cabinets would be moved forward so we could reschedule the built-in appliance installer, I was ****** told "Delton was busy" and we would have to wait! *******************************. ***** **** Delton's business manager phoned me because he was concerned about the email traffic leave his business. We spoke of my frustrations and he reassured me he would "make things right" with our project and address his staff regarding their unprofessional/rude behavior. Also to be noted, the only reason the hard to schedule appliance installer had to be called-in numerous times where due to Delton's installation errors. **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
3. After sales service is an accepted part of construction and is carried out by every trade in the industry. We have a service coordinator along with several service tech's and our customer advocate to oversee any deficiencies. We feel that addressing the deficiencies is the extent of our contractual obligation.

CLIENT RESPONSE - As stated the quality of install and subsequent deficiency work resolution was substandard for the amount of money charged. Written examples with photos were provided to Delton. I am appalled to look at $25000 cabinets that have jig-saw pock-marks, different paint tones and have valances that were installed off center.
4. The island was designed, built and installed just as it was discussed and as detailed in the signed contract. The customer was shown line drawings of the lay-out along with complete elevation drawings of the entire project out lining the details of the design. The design was approved by the customer and the cabinets were built to the specifications. After the cabinets were installed and the customer expressed that they wished the island could have been more elaborate we discussed several suggested alterations and agreed to the customers decision to add a fancy base molding to the end panels of the island. We completed this additional non contracted work at no additional cost to the customer.

CLIENT RESPONSE - Again partial details and riddled in untruths. All the way along the design stage we discussed feature and styling of the island. Island example photos were brought to Delton, desired features were pointed out in the Delton show room and we were reassured these would be incorporated into our island design. Often when questions were asked about details in the design drawings we were told "there were limitations to the design software". We trusted Delton would honor our repeated requests of shaker styled island panels, moldings and decorative posts. We were wrong. We also were also wrong believing Delton would honor our request for hidden "pop-out" style island cabinet doors. These are actually on the Delton "approved" substandard design drawings. Our island cabinet doors have handles! Delton's claims of the island being built exactly to "approved" design is incorrect; Delton cannot claim that there were not short-comings and mistakes made. *************************************************************************************************************************************** As stated, the removal of the side panels will involve removing appliances, jeopardizes the very expensive countertop integrity and would likely result in damage to the floor/floor finishing. ************************************************************************

5. As expressed above, service is a part of any construction process and should always be factored into any project. When a home owner takes on the responsibility of a general contractor it is up to that person to make available the job site as well as coordinate the trades and although we are sorry they feel put out regarding these duties, compensation is not in order. Regarding the customer's thoughts on our accountability for the color of his house paint we supplied an actual sample door for comparison and created a custom color to match. We also gave him the manufacturer, color name and code. It is unfortunate that the same color will look different when applied as a lacquer or in a house paint format.

CLIENT RESPONSE - I don't understand how Delton can make this claim. We were repeatedly (for reasons unknown) pressured into returning the small sample door back to Delton. The door was returned long before the paint codes were requested. ***** **** said what should have be done is to have a half door sample left with the client so mishaps like this do not occur.

I have met with and corresponded with this customer on several occasions attempting to come to a resolution to this situation. I have brought all their concerns to the attention of management and returned several offers of compensation regarding the service work deficiencies to the customer all of which were turned down flat. We feel we have offered compensation which is more than fair regarding this matter.

CLIENT RESPONSE - Two inadequate offers of compensation were made (less than 2% refund). These offers were not accepted and the reasons justifying this as insufficient compensation were duly provided. I am a busy person and I have spent way too much time encouraging Delton to do, as ***** **** (Delton's Business Manger) promised, "what is right".

Although it seems in the past we could not make this customer happy a reasonable resolution is desired by Delton Cabinets. We believe our Customer has a beautiful kitchen and we would like to see this process come to a conclusion.

CLIENT RESPONSE - General retribution is sought for inadequate design and delivery, long delays, multiple costly rescheduling's, hardships and initial unprofessional customer treatment. There was a lack of accountability (and even blame on the client) for missing the island electrical box cut-outs and then further damage was caused to island with poor craftsmanship. Other follow-up work by the Delton contractor was substandard. There was also lack of accountability for the provided paint manufacture, name and color code.

Minimum compensation of 10% of the kitchen cost would be acceptable resolution. This amount is equivalent of a standard deficiency hold back in most projects and this project was riddled with Delton short-comings.

Sincerely,

**** ******

Final Business Response
As previously expressed, Delton Cabinets is looking forward to resolving this issue and trust that the attached details will support our position that we have tried to satisfy all issues and that our previous compensation offer is fair and more than meets our obligation to this customer.

We will respond to all points and provide documents to back our statements. See attached pages 1 through 33

We would first like to include communications prior to the contract signing.

The photos the customer speaks of regarding their design wishes were sent just hours before the customers came to finalize their choices, as you can see from the date and time stamp and only depicts an overall style of a Shaker kitchen. The photos do depict what the customer designed with our designer and what they received (attached pages 1 through 5).

The customer's first communication with us after installation was the following day. They noted a few concerns at that time. Some were misunderstandings and confusion on the part of the customer - all points have been resolved including statement B (on attached page 6) which was a result of minor imperfections to the finish which we have taken care of via our service department (see attached pages 6 through 11).

As we wrote in our last statement the color tones in the painted surface of the oven frame was so close that even the customer didn't originally notice. The customer previously stated that it was their house painter that pointed out that the trim color did not match. Again, we acknowledged a slight difference in the color and offered to adjust it which would have created a delay in the installation of the appliance. The customer in the end decided not to allow us to make any adjustment to the finish.
Our records show (page 29 of the attached documents) that the service order to pull the cabinets forward was issued on June 19th and the work order was marked completed on June 21st. As to the customers claim of not responding quickly and courteously to their concerns we find this is completely false. The installation was made Friday May 17 and the customer sent the first note to us Saturday May 18 (attached page 6). The appointment was made to go to their home on Tuesday May 21 and scheduled for Wednesday May 22 (attached page 12). The scheduling of the customers own contractors is in no way any responsibility of our company. Any time and dollars associated with other sub trades is solely the responsibility of the customer.

The customer has a very well designed and built kitchen. Service is a part of construction and a customer does not have any right to assume they get reimbursed for this part of a project. The customer claims to have jig saw pock marks on the end panels of the island. There were some marks made to the finish when cutting out for the electrical boxes which have been resolved with the application of two electrical cover plates (attached page 33). All of the issues in this point have been resolved and should no longer be an issue.

The customer along with our designer discussed the look they desired and referred to the island that is in our showroom (attached page 16). Everything that was discussed was provided and installed just as it was authorized to be built. After installation of the cabinets the customer wanted something more which we did discuss with them to possibly make some changes. One solution was not able to work because the slab size of their stone tops they had chosen from their own supplier would not accommodate the larger end panels. In the end we did agree to add some decorative base moldings along the sides of the island just as it is in our showroom (at no cost to the customer) to address the customers concerns (attached pages 14 to 23). In addition we also supplied new material to the customer for their light skirt (at no cost to the customer) so they could have their contractor install it the way they wish. The issue was due to building code we could not install light skirts inside of 18 inches from a stove top burner.

The customer was provided the color we were using for the finish of their cabinets (attached page 13). It is the responsibility of their house painter to ensure the color match with the paint he is provided from his supplier. As you will see on page 1 of the attachment the customer had the actual door sample as early as March.

We have attached our communications and service orders that clearly show the effort that was made to satisfy this customer. We feel the customer's claims of poor treatment, inadequate design, long delays and substandard craftsmanship are unfounded and the 10% resolution they request is completely out of line. We have offered the customer fair compensation for a few service deficiencies and have been turned down flat. We would like to have this resolved and have this matter come to an end.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Reason we will not use or recommend Delton Cabinets include 1)the rude customer service which did not improve until a senior business manager became involved 2)the failure to admit any design errors, color errors, inadequate customer communications 3) poor quality of workmanship which were pointed out to the customer advocate and photos provided to Delton (visible pock marks on cabinets - not covered by oversized outlet plates, light valance that were poorly constructed and installed, customer left to sort out "home repairs" once wall of cabinets was moved out 4) often weeks without communications during the "concern resolution process" was also frustrating.

The complaint process was started due to the rude and substandard treatment of the client. It appears we will not come to an acceptable conclusion. We wish Delton would have delivered on their commitment to "make things right". We were told that this project was not the only project that the clients' expressed concerns with Delton and for that reason Delton created the position of Customer Advocate. If this is a position the business needs, the role of such a person should be to advocate the customer concerns not a role to defend the business substandard actions.

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