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A BBB Accredited Business since
BBB has determined that Tharp Cabinet Corporation 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 Tharp Cabinet Corporation 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.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Don Fraley, President
Cabinet Makers Counter Top Suppliers Home Kitchen Cabinetry Equipment Suppliers Furniture Designers
1246 N Denver Ave
Loveland, CO 80537 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: We ordered our cabinets this summer in August. We had several problems with the quote being off. The cabinets were eventually delivered mid-September and then installed a day later. Originally they charged a lot for delivery so we opted to pick up the cabinets to save money. Instead they ignored that and delivered them anyway. It was impossible to get ahold of someone on the day of delivery to find out when people were coming. We were never called or given any delivery window. I had to call 5 or 6 times to get information. The installation crew installed one of our cabinets so it was not level and we had trouble getting anyone on the phone after the installation to fix that cabinet. Once it was finally installed correctly, two of the cabinet doors didn't quite fit and they took them to make us new ones. Meanwhile, we started getting hassled for the final payment. It took them several weeks to get the doors fixed. The new doors were poorly cut, sanded and stained. We requested another new set of doors and continued to get hassled for final payment. The next set of doors took over 1 month for them to make and they got delivered today to be installed and were not the same color as our cabinets. It's 3 months later and we have no idea when the cabinets will finally be finished.Our bill was also incorrect. We are being charged the wrong sales tax amount for the delivery. In Colorado sales tax on items delivered to a customer are calculated by the tax jurisdictions the seller and delivery location have in common, not by the tax rate of the seller's location. We asked them to fix the sales tax rate, they did not.We have trouble getting their accounting, installation, quoting and reception departments all on the same page. Every time we call to communicate with them, no one ever calls us back. It's pulling teeth to get any kind of customer service. This project should have been completed in September with exceptional customer service.
Desired Settlement: My parents are paying several thousand for our cabinets. We have not made the small last payment because we don't feel we should have to pay for the service until we are satisfied.At this point, I absolutely refuse to get anything but a refund on at least 30% of the total cost we were charged. The sales taxes need to be corrected, or they will be reported to the State's Revenue Service. I demand to receive finished cabinet doors by January 1st of 2014. 3-4 months to get this is awful!!
On August 13, 2013 the complainants finalized the design and ordered the cabinetry and installation servi for Kitchen cabinets for a residence located at **** * **** *** ** *********** **. There is reference mai issues with the "quote being off" and cannot find any basis for this notation. The standard protocol for ou products includes a preliminary quote, based upon the initial customer concepts, which gets finalized for product requirements, physical field verifications and selected options, of which all aspects may impact cc This specific project started off as a possible reface project and with the design and pricing efforts, the fin pricing was determined and accepted prior to the order being placed; there were no pricing modification! subsequent to the order being placed.
There is an indication that the cabinets were "eventually" delivered, where as our standard lead times arc communicated and confirmed prior to delivery; and this project was delivered on schedule.
There is an indication that we charge "a lot for delivery", and we do charge for delivery, however the cost associated with our deliveries are within market value, are specifically identified , are location based, inte published standard delivery charges. The delivery charges include loading, in house delivery, vehicle and 1 costs, all of these costs are included in these delivery charges. Again, delivery charges were spelled out ; signed off by the customer on the PO and prior to placing the order.
The indication that Tharp "ignored" the "pick-up in lieu of delivery" is incorrect, as it was a data entry err(
our part. This error on our part was not something that we charged for and effectively provided for a disc
to them for just less than $ 500.00. Again, this was done and no mention of cost implication was expresse
Regarding the Delivery window, and frustration expressed in not being able to talk to someone regarding apparently we had an issue here as there should have been a clear communication of the fact that there time commitments, other than the day, as there are many factors that apply to scheduling of delivery of custom cabinets and our drivers call when they are in route to the specific drop point.
The reference to our installation crew installing one of the cabinets out of level was made and we have no
record of that. We did however err with the installation effort in an attempt to compensate for an extremely out of plumb side wall. This was identified, along with an issue on a pair of cabinet doors, with our standard post installation review walk and required parts were ordered, produced and installation completed within 14 days of the initial installation effort.
The indication that the customer was "hassled" for payment does not match our records. We received the
deposit at time of order, the progress payment at time of delivery and an invoice was sent electronically when the product was installed. The customer noted an issue with our sales tax computation, which was based upon the original order and a product pick-up in Loveland, not the delivered product and a revised invoice was
processed reflecting this discount after the product had been completed and installed. When an inquiry was made on the status of the final payment, 2 weeks after the revised invoice was sent, there was a note made about a quality concern with the replacement doors that had been provided.
The replacement doors that were identified were processed, and with the holidays, did take a month, have been delivered and installed, complete, on the morning of December 30tH
Tharp cabinets is a factory direct supplier of built to fit cabinetry. We build to order and do not utilize a "stock" cabinetry protocol, so every product associated with a warranty or defect issue is made from scratch when identified and ordered. This product carries with it a requirement for some time delays as it is not a matter of picking something off the shelf. Tharp is constantly striving toward a higher level of customer service, and can discerne from this complaint that our communication here could have been much better, however this is not an item that would predicate a discount, especially 30%.
A final note is that at the time of this letter, the account balance has been satisfied fully, and there are no other outstanding issues.
Director of Sales
Secondly, this response does not address the fact that our delivery date was September 17th, 2013. The project was not completed until December 30th. This project took three and a half months from the date of delivery for the cabinets to finish being installed. We called and complained many times about the quality and the problems we had when technicians came out to our home several times to fix the cabinet doors. It is not our fault that their staff did not communicate our problems with them or put them on record. I fully understand that custom cabinets can take a very long time to create. However, they were created and ready to install on September 17th and it took an additional three and a half months from the date they were supposed to be installed for them to be fully completed. Regardless of being custom work, this is pathetic and extremely poor customer service. We had replacement cabinet doors delivered several times, but Tharp often sent them with the wrong color so they didn't match our cabinetry. This is the fault of Tharp for wasting our time and delaying the completion of our project.
I will not consider this complaint resolved until a partial refund has been given due to the fact we received extremely poor customer service and the project took several months longer than it should have.
****** ******** ****** ***** ***** ***** **** * ****** ** ** *** *** **** ******** ** ***** ******* *** **** *** ********* ** * *******
Response rejection notice
In response to the rejection of our response to the aforementioned complaint filed by ****** ******/ *** ********/ ******** ********; Tharp cabinets is providing the following;
As stated in our original response, “Tharp Cabinets is a factory direct supplier of built to fit cabinetry. We build to order and do not utilize a “stock” cabinetry protocol, so every product associated with a warranty or defect issue is made from scratch when identified and ordered”; and “there are no other outstanding issues “.
Tharp does strive for outstanding customer service and as indicated, in our initial response, there were a couple of occasions where the communication should have been better. For this we offer a sincere apology as we did not clearly communicate the standard protocol and obviously failed the ****** in establishing an expectation on a delivery time. We also acknowledge that our communication regarding the savings in the delivery and taxes was not clear and to the point.
To address the specifics of their rejection response please note the following-
· Tharp regrets that there was any “blame” association by the customer, as there was no intent to place any blame for any aspect of this job. In fact we stated “that our communication here could have been much better” so we apologize for any failed communication on our part here.
· Completion timing was identified with an association to installation as “three and a half months”. Please note that our records show the timeline for the completion of the order installation to be much different than the “three and a half months” indicated. Please note that as indicated the delivery occurred on September 17th, Installation efforts were provided the following day, on September 18th. There was an installation walkthrough scheduled on September 23rd and completed on September 26th. At this walkthrough there were a couple of deficiencies identified, parts were ordered and installed complete on October 9th. The installation of the product, as ordered, was complete 16 business days after delivery.
· Replacement cabinet doors were identified as having been delivered several times, which is correct. The first set of replacement doors were identified on the Tharp walkthrough on September 26th and were provided and reinstalled on October 9th. The second set of replacement doors were noted and communicated as having an issue, by the customer to Tharp, on November 6th and were manufactured then reinstalled on December 30th, as a warranty replacement. As noted previously, the there was an extension to the typical timeline on the second set of doors due to the Thanksgiving and Christmas holidays.
The request for a partial refund has been considered and without the formality of reviewing and reconciling the project quote to capture the cost deviations for the delivery and taxes, we will recognize the “just less than $ 500.00” savings that was passed on as our discount as consideration to the request.
Director of Sales
Tharp Cabinet Corp.
************* Direct Office
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.