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A BBB Accredited Business since
BBB has determined that Cabinetpak Kitchens, Inc. 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.
According to information provided by Cabinetpak Kitchens in November 2010; they are not and have not been associated with the CabinetPak in Cincinnati Ohio
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Cabinetpak Kitchens, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Type of Entity
Business ManagementMr. Patrick J. O'Hern, President Mr. Greg Goodwin, Sales Manager Mrs. Jane O'Hern, Secretary
KITCHEN CABINET REFACING KITCHEN CABINETS & EQUIPMENT-HOUSEHOLD KITCHEN & BATH-DESIGN & REMODELING CABINETS CABINET REFINISHERS CABINET REFACING CABINET MAKERS CABINET HARDWARE
4015 Preston Highway
Louisville, KY 40213 (502) 361-5800 (502) 361-3838 Directions
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Additional Phone Numbers
- (502) 361-5800(Phone)
- (502) 361-9700 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: on March 21 I made a contract with Cabinetpak to refurbish my cabinets. At that time I gave them a deposit of $860.00. I was not given a copy of the contract. On May 8 they came to install the cabinet doors. They replaced all but one. I was advised by the installer that the wrong sized door had been ordered. He said a new door would be ordered and installed as quickly as possible. I then paid the balance of the purchase price which was $1700. I also asked for a copy of the contact again. It still has not been delivered. The next day I contacted ***** and he advised me that the door would be ordered and would be there by May 10, 2013. When I contacted them today (May 14, 2013) they advised me that the door had arrived on Thursday May 9, but they would not be able to install it until sometime next week. When I asked for a definite date, the person on the phone would not give me one. He did say however, that Cabinetpak had 3 installers and that all three busy on other jobs. I assume the other jobs were work for which they had not been paid. That of course means that they are refusing to complete a contract where they have been paid in full and instead are working on other business, and not fulfilling the contract already made. I am not even sure that the door is ever going to be installed or that I am ever going to get a copy of the contract since I have been told mutlple times that I would be given a copy of the contract and that the door would be installed as soon as it arrived.
Desired Settlement: I want to furnished a copy of the contract that I have with Cabinetpak and I want to have installed the cabinet door that they did not have when the other cabinet doors were installed and for which they have been paid. Anything less than that, I will consider a continuing breech of the contract.
Business Response: Ok we will work thru this one at a time. As far as the missing contract, this is the 1st I have heard about it. Mrs ****** came into our showroom after she purchased to select hardware for her kitchen, she didn't mention the contract was missing at that time. When I received the complaint from the BBB the door and just come in Friday before she contacted you. I was out of town on vacation and had left instructions for the installer to get the door installed asap. I believe the confusion came in when she called the office to check if the door was in yet, another person in the company (***) didn't really know what was going on. He didn't know that I had set up the install with the installer. He told her that we would get to it asap but didn't know when. That was an error on *** but he didn't know I had it set up.
The installer was wrong about the doors being ordered the wrong size, they were left of of the order by the manufacturer and the Rep. from the manufacturer called her and explained that to her. The installer had 2 extra doors that were sent because Mrs. ****** changed the type of sink she was installing after our order was written (Cabinetpak did not contract for the counter top or sink) and that changed the size of the doors that went under the sink. I ordered the 2 doors for under the sink that would work for her sink and even thought I had to pay for the 2 doors I didn't mention the cost of the doors to Mrs ******. I just reordered the doors at our expense.
I immediately called the installer and told him to get her door installed and to take her a copy of her contract. I am quite sure I gave her a copy of her contract that I put into a folder for her. The reason I'm am sure I gave it to her is that the pink copy we give our customers is missing. But anyway she does have a copy now.
Since this complaint she has had trouble with her lasy susan. It is a very old lasy susan that has some wear on it. Mrs. ****** says it worked perfect before and that we damaged it. I didn't question her word and we have special ordered a new lazy susan for her. it is a smaller than ordinary size so were have to wait for it to arrive and we are replacing it a no charge to the customer.
So as of now she has a copy of her contract, the door is installed that was missing has been installed and we will install the lazy susan as soon as it arrives. As far as I know she will satisfied when we replace the lasy susan.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: Entire kitchen cabinets resurfaced wirh new cabinet doors in 2003. Shortly thereafter, raised panel doors began to come apart one at a time. We were told to bring back and they would repair. Same door still fell apart twice. Then three other doors fell down al apart. They would not come to the house to take the remaining parts off the cabinets. Very poor workmanship and poor service.
Desired Settlement: Replace all cabinet doors before someone gets hurt from the doors falling from the upper cabinets or the lower cabinets as well.
Business Response: As the complaints states we entered into a contract with *** ****** on 9/11/2003 to reface their kitchen cabinets. The door that he chose to use was manufactured by Homewood Industries in Chicago, IL. The doors were under warrenty by Homewood Ind.. The labor warranty by Cabinetpak of Louisville was for 1 year. Approximately 2 - 3 years ago Mr. ****** called our office and informed us that a door came apart. We told him that Homewood ind. is out of business and there is a 75.00 service call for use to come out and pick up the door, repair the door and then return to hang the door again, which is very reasonable. He didn't like that idea so we told him to bring us the door and we will repair it at no charge, which we did. I believe that we have gone beyond our expectations by repairing the doors at no charge, especially when the product isn't under our warranty.
Mr. ******'s warranty was through Homewood Ind. on his doors and drawer fronts. Since Homewood Ind. is now defunct, he really doesn't have a warranty any longer.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 8820169, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't think CabnetPak of Louisville should deny any liability and claim their sub contractor did the work on the doors and the warrenty was with them. This is very poor business. In fact when I returned the first door that fell apart in pieces the CabinetPak of Louisville employees reglued it and it fell apart again exactly like it was originally installed and later three others did the same.
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.