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In Louisville, Southern Indiana and Western Kentucky

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Description

We strive to "Do What We Say We’ll Do” and to provide our customers with high quality products and excellent service.  Our showroom displays a wide variety of cabinetry products and wonderful design ideas. We invite you for a relaxing visit.  Outstanding kitchens, indoor and outdoor, come from Southern Kitchens.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Southern Kitchens, Ltd. Co. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Southern Kitchens, Ltd. Co. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review on Southern Kitchens, Ltd. Co.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: February 12, 1990 Business started: 11/01/1987 in KY Business started locally: 01/01/1994 Business incorporated: 01/01/1994 in KY
Type of Entity

Corporation

Business Management
Mr. Rob DiLuca, Vice President/General Manager
Contact Information
Principal: Mr. Rob DiLuca, Vice President/General Manager
Business Category

KITCHEN & BATH-DESIGN & REMODELING COUNTER TOPS KITCHEN CABINETS & EQUIPMENT-HOUSEHOLD CABINET MAKERS


Additional Locations

  • 11750 Shelbyville Road #111

    Louisville, KY 40243

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Complaint Detail(s)

6/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was over charged from the sales guy after I made changes to an order and he failed to put the order in on time. Since I was living in a Hotel from a flood in my house this was a big issue for me moving back home. When I asked to have a breakdown of price and still not getting it I was yelled at by the Sales Rep name **** **** and he threatened to cancel my cabinets. The overcharge was $250. The manager gave my order to ***** to straighten out. I was then offered a "upgrade in cabinets for their mishap". I was ordered way cheaper cabinets my installer ****** told me. He built my cabinet wrong and did not leave room for the trim at the top. Half way through said he was leaving. I have no handles, shelves, no doors that are even touching since that was the style I was to get, no soft close installed, none of the add ones installed or drawer dividers. Upon his leaving I told him to call his boss, I was promised I was going to have cabinets that only need the trim to be done at a later date. I was to be unpacking and using cabinets on this day. His boss would not speak to me and ****** told me that this would not be a priority for them to come back and finish. I was trying to clean and unpack and they left stuff all over my kitchen after i complained about it all over my livingroom floor. Upon further examination of the cabinets there was not a door or drawer that did not have chunks of wood out and defects from the manufacture. From top to bottom of these cabinets there is a problem all the way to the finish on the front of the cabinets. I cancelled payment on my check to the company since they wouldnt return my calls and address any of these issues with me. I had my insurance agent call them since I was not getting anyone to return my calls. They finally called him back threatening a lawsuit against me because they did not get there money. They never called and said this or anything else to me. They never called and said they would fix the cabinets or finished building them. I got a letter in the mail weeks later stating they would not speak to me! or finish building my cabinets unless they got a check from me first. I never recieved a call back from them in the beginning that they would do anything about the cabinets being defective or finish building them. They choose not to speak to me at all about anything. I sent them a letter and a email stating that I want a refund and them to take their cabinets out of my house. They had 10 days to do this in. I did not hear from them. I have no interest in doing business with a company that doesnt care what they do to there customers. My floors were scratched, the soffit were chipped as well as 2 places on my walls that were just painted. They claimed this never happened in the letter to me but never came to see what they did. They never put anything on my new hardwood floors to protect them during the installation. Poor customer service as well as poor product in my case here. Clearly money is there only concern in this situation not the quality of the product and making the customer happy.

Desired Settlement: Refund my deposit money. They broke the deal I had with them on this cabinet order and did not give me a upgraded cabinet in fact it was a way cheaper cabinet at the more expensive cabinet price. That is why they are defective.

Business Response:

I honestly do not know where to begin. This is not at all akin to the sales process we and this customer transacted. We promised delivery of product in 6 – 8 weeks. We had already ordered customers cabinets in the Sequoia line. She called in in about two weeks to cancel because she said she couldn’t wait 6 – 8 weeks. When we “place” an order is not indicative of our promised delivery time. We would have delivered if customer didn’t cancel the Sequoia cabinet order. She called me and spoke very negatively about the salesperson here on staff. The story she told me about the sales person was so far off this person’s demeanor, I knew she wasn’t telling me the truth. This sales person has been with this company over 20 years. He is neither vulgar nor disrespectful to anyone at any time. This was a fabrication I believe of her experience. We had customer come in to the showroom Sunday (we’re closed) to pick out different cabinetry even though we explained that this product will arrive the same time the Sequoia is scheduled to arrive. At the customer’s request, we cancelled her first order and put her second order on a Rush. The next day customer called me and began complaining that she was treated unfairly again and that she had to settle for a cabinet line she didn’t want. Again, a total fabrication of what really occurred. We also agreed to include in her order $600.00 of accessories free of charge. NOT for her inconvenience – but to appease her. We caused her absolutely NO INCONVENIENCE. She continues to change her mind. So before we placed her second order,  I offered her the deposit back and suggested that she go somewhere else for her cabinets.. I was explicit – we seem to not be able to please her, so I suggested several times she should  buy elsewhere. She turned down my offer. She insisted we order the Merillat brand.  So we placed her second order. 

When we went to install the cabinets, without hesitation , she started to complain that the cabinets we “made to buy” were not up to the original purchased product standards. She called our office several times and told us she was going to cancel her check which was for payment of the cabinets. She cancelled the check. I told her several times that if she cancels the check, we will not return to complete the job until she pays for her cabinets. She still has not paid for her cabinets and thus the reason for our incomplete installation. Southern Kitchens has invested significant resources  attempting to please this customer. We have not been able to please her,  but not because of the way we do business, nor the products we sell nor the way we treat customers. We have an excellent installation crew on staff and when damages occur, we will  always either replace the product, repair the damages or whatever else is required to attain customer satisfaction.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9519815, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ***** 

 


I had a contract for a one day install with this company. They came to my home and I gave them a check for cabinet order not finished. My mistake. The cabinets were not installed properly on the top since I was to get trim and there was not room allowed for that. I have pictures of my chipped soffits from that installation. The bottom cabinets were bolted to the wall. The rest of the cabinet stuff to be installed was piled in a corner in my kitchen all over my new hardwood floors and scratched my floor which I also have pics.. The handles nor shelves were installed nor soft close or and trim at the bottom. Nothing was done. Cabinets were half built. The installed said he was leaving and the company would not make this a priority to come back to finish. I called the company and no one would call me back nor my insurance agent. My mom passed away and then my home flooded 3 weeks later and i told them i needed to move home out of the hotel. I could not unpack back into my house with this stuff in my kitchen and my cabinets not finished. I had no choice but to cancel my check on this cabinets since I then discovered that all the cabinets had defects on them. There is not one cabinet or drawer that is not messed up. 

They called my insurance agent and threatened a lawsuit against me and never called me. I was never offered a refund of deposit or refund for these cabinets. I told them to come and get them and refund my deposit since they did not return my call to finish them. I got a letter saying they would then put a lein against my property. I have a damaged cabinet order and damage to my property to which they have never come over to my home to see. They have not offered to fix my damaged house or do anything about these cabinets. I can prove that no one has ever contacted me at all from this company. I should have never paid for these cabinets till they were finished to begin with. This is the reason that I have a kitchen that is not done since they had my money they were never coming back. This is why they wouldnt return my calls and only after the check got cancelled did they call my agent but never called me. Never ever to offering to finish my cabinets they are only trying there best to get money from me. I was told I got what I paid for and that was it. This reply from them was not a offer of any kind for me to agree to to solve this. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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