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:12/12/2024

  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.

  My first time contacting factory Plaza after purchasing entire kitchen cabinets from them was on March 27th of 2023. I called them after noticing that on one of my kitchen doors the paint is swollen and sticking out ( see photos). After closer look me and my husband we noticed that most of them have the same paint defect. we were stunned because it was a few months only after the purchase. Person who we got to speak was ******** *******, the project manager at factory plaza. her immediate response over the phone was that yes, we are aware of the issue because recently we have changed a paint supplier. here response from factory plaza stopped. No calls back to us. i sent several emails to ******** ******* but no response as well. *** decided to find the owner of the business ******* ***** via social media : ********. i sent her message ( see photo). after that I've got a call from them and few days later their technican arrived to check the problem. He immediately proceed to check the defected areas on the cabinets and doors. He marked the areas with pink posted notes ( see photos). after that he used screws equipment and made big holes on each affected aeras. Immediately I asked him what is happening and who is going to fix the holes. the cabinets are completely devastated. He told me he is measuring thickness of the paint and no worries they will be replace anyway. Next day , response came via email from person name *** Milowka. The yare assuming i have moisture problem at home. We are in disbelief. Nobody contact me until now from Them who is going to replace all the devastated cabinets now. They made big holes using screws. (Please see photos.) I called them and left message to the owner that I will file a claim with BBB, but no response. I am blocked on social media as well. I had to call for State if Illinois Home Inspector who specialized in defected products. He examined cabinets ( see report). He assured me its factory plaza manufactured paint problem.

  

  Business Response

  Date: 12/16/2024

  The cabinets were delivered to the customer on February 14, 2022. The cabinets were not boxes upon inspection. All cabinets were unwrapped and the customer inspected all cabinets. There was no damage to the cabinets.
  The customer wrote that she called us for the first time on March 27, 2023. The customer had the cabinets for over a year before any complaining about the doors.
  After our investigation it was determined that door panels were swollen due to water or other liquid exposure. 
  The swelling was limited to the bottom parts of the panels, while the upper and sides sections remained unaffected. There were no issues with the paint; the damage resulted from liquid accumulating at the bottoms of the panels.
  The customer wrote that our technician marked the doors with pink posted notes. That was not true. All the doors were tagged by the customer.
  To assess the damage, we dispatched a technician to inspect the doors. The technician used a moisture meter and only tested the swollen areas, not the unaffected parts. The technician did not make big holes with screws. These are pinholes from the moisture tester during testing and were 1/16 inch in diameter. 
  The moisture readings in the damaged sections exceeded 10% six months after the water exposure.
  The provided images clearly show that only the bottom parts of the panels were swollen, supporting the conclusion that liquid accumulated at the bottoms only. Excessive liquid application on the doors could cause water to pool at the lower edges, leading to swelling.
  Regarding the inspectors report, several claims were inaccurate:
  We never claimed there was flooding.
  The cabinets were delivered over two years ago, and the paint remains intact, with damage only occurring in the panel bottoms.
  The inspector wrote:
   It looks to be water that was trapped from inside between the wood material when it was made from factory that finally worked its way through to the outer facing materials over time. BECAUSE why is it not seen as a stain from outside in, But a Blister/bubble outward from between the materials.
  The inspector suggested that water was trapped inside the panels during manufacturing and surfaced over time. This is incorrect because water damage causes swelling to start immediately upon contact and in one day the panels are swollen similarly as in the pictures provided by the customer. Panels would not remain unaffected for over a year if water were trapped during production. The panels may dry in time but the swollen effect stays.
  The attached image door-test shows a tested door one day after water was sprayed on the door. The panel exhibits the same type of damage observed in the customers doors with noticeable swelling.
  Additionally, the inspector wrote: 
  Photo 1-3  all ledges where its sealed together all are blistered must be strong GLUE eating at the materials
  
  This assertion is wrong. The inspector is pointing to the bottom part of the panels but one wrote previously that the panel parts (all the the bottoms) are swollen due to water accumulation. Now the inspector is pointing to the panel bottom parts and one is claiming that the damage is due to glue eating at the material
  This assertion is incorrect, as no glue is used in the panel and door frame joints. Panels are placed in the door frames without any glue. They are placed on rubber bowls that are inside the door frame channels adhering to the industry standards. The customer may verify wherever glue is placed at that affected area.
  It is not a factory defect but a typical damage from liquid or excessive moisture from water and it was done over a year after a customer received the cabinets. ********************** warranty does not cover such damages.
  
  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22678806
  
  I am rejecting this response because:

  i do not agree with the response from the owner of factory Plaza, because the situation with poor paint quality product is separate from the condition of my kitchen cabinets after the visit of their technician Pawel .

  Factory Plaza decided not to contact me to investigate the problem after I filed a complaint directly with them in March ,  2023. Instead, they decide to hide and put a blame of their employer reporting that this person is now longer with the company. The owner ******* ***** referred to that matter in November of this year via messenger. 

  As for their technician visit, technician ***** himself asked me for some adhesive tape to mark the defected areas. I did not have any tape, so i gave him a pink posted notes that he himself glued, not me. What Responder wrote is not true.

  The technician who arrived at my house, saw that most of the cabinets have the same defect, he saw that cabinets also located on the other side of the wall, not by the sink have the same defect, also the one with different paint color. He immediately started making holes, not notifying me nor explaining of the procedures. He knew that he would leave me with large holes. The responder is not telling the true because holes are not small. they are big, looking like big screws where inserted, because of the size of the holes. Tey are deep and visible. Please see photos of the cabinets from up close and from a distance. 

  The Technician had a choice and could have tested one cabinet with his measuring device because he saw that all of them have same issue, same defect. Instead, he proceeded and make hole in total of t door and 2 drawers. 

  The worst part is, that Factory Plaza is fully aware of the issue I'm having since 2023. Please look at the attached Contract page with factory Plaza. They are protecting themself from the paint issue, knowing that that they are using cheap pain product from less expensive paint supplier. That is why this is not under their warranty. Moreover, in advance if client enters the court route, client is responsible for their court costs. Therefore, as you can see, the Client is left alone with the damages. 

  I insist now, that Company Factory Plaza will come forward as responsible business, who cares for the client and will replace the total of 7 doors and 2 drawers, damaged by their technician that happened without client's knowledge. Also, I am requesting repair of the hinges in the doors that also needs to be repair. NO reputable company would leave a customer in such a state. 

  Sincerely,

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

  

  Business Response

  Date: 12/19/2024

  Reply:
  The paint itself has no defects; the issue lies in the water or liquid damage at the bottom of the panels, causing them to swell. When swelling occurs, the paint is inevitably impacted, and the panel structure becomes compromised. This was verified by her inspector, who noted in the report that the swelling resulted from water accumulation.
  We use premium paint from *******-*******, *** renowned company. Coatings World reports that *******-******** is the number one paint company in the world. Also, according to Brand Finance, *******-******** is the most valuable paint brand in the world.
  The paints high quality is so good that even though the panels were damaged, the paint held on the swollen panels.
  During our technician's visit, the customer complained about the swollen panels. The technician only tested the damaged, swollen sectionsnot the unaffected parts. The customer observed the entire process and did not request the technician to stop testing, after pinholes were created in the first or second door. 
  The doors were already damaged, the panels were swollen and clearly visible.
  Since the damage was clearly visible and affected around 30 doors, testing only one door would not have provided a complete assessment.
  Our technician reconfirmed that the customer was placing all the posted notes on cabinets and he did not ask for any adhesive tape.
  In the letter to the customer we explained:
  Moisture Damage: The doors and drawer faces exhibit damage consistent with exposure to liquid, which has caused swelling at the bottoms of the doors and drawers panels where moisture accumulated. The tops and sides of the panels remain unaffected. A moisture test was conducted, revealing excessive moisture levels above 10% in the affected areas. Our warranty does not cover damage resulting from moisture exposure
  The customer has the option to order new doors at $105 each. Additionally, we can offer a 50% discount on replacing the seven doors.
  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22678806
  
  I am rejecting this response because:

  I am NOT the one who damaged my cabinets. The indoor humidity level in ******** is between 30% and 60 % year-round. Please see attached image of my indoor humidity clock  level. If i would have less than 10% as the claim every single house door in my house ( which is MDF door ), would have the same issues. The air would be so dry that barely nobody in the house would able to breath here. That is why they claiming problem as ; Exposure to Moisture is insane . I am not questioning *************************************** and their product. Instead, the fact is that the Cabinet panel structure became compromised, the swelling resulted because of the water accumulation, which is more that sure FACTORY PLAZA DID NOT use the right product. The *** Panel should be water and Moisture Resistant, You didn't use such a product that's is why I have swelling problem that started just a few months after purchasing my kitchen cabinets from you. 

  It is unacceptable to except from the Client to know what your technician is going to do when he showed up in our house. You are responsible to train your employees, you are responsible to inform me as a client that you are going to use device that will make big holes in most of my kitchen cabinets. You are responsible to let me know BEFORE you proceed to make sure I am fully aware in what kind of condition my cabinet will be left after your Technician's visit.  None of that happened. You are truly expecting client to know in advance that you are going to make damage and just leave? YOUR ******** was fully aware that your company is NOT going to replace the holes. Instead, when I asked him after noticing few of them who is going to fix that, his response was: they are going to be replace anyway. My husband approaches your technician in the kitchen and asked the same question. If I only knew you are going to damaged them so much, I would never let you even start your silly inspection. I even called Factory Plaza two days after the technician's visit. Person who picked up a call told me he is only working here two weeks, and he will pass my message to the owner. At that time nobody called me back, nobody did until today. I did not posted photos of my damaged kitchen cabinets publicly yet, I'm holding on to go to social media believing they will fix only WHAT THEY DAMAGED. 

  As a Client, I am NOT accepting to order new door off my costs and your 50% discount. FACTORY PLAZA IS FULLY RESPONSIBILE FOR REPLACING THE DOORS, AND DRAWERS DAMAGED BY THEM. 

   

  
  Sincerely,
  
  ********** *********

• Initial Complaint

  Date:09/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I am writing to initiate a formal complaint stemming from issues encountered with my recent countertop order from Factory Plaza and the subsequent handling by their employee/PM. I ordered a stone countertop for a 36-inch sink base cabinet, specifying sink and faucet cutouts and an industry-standard overhang. As of now, I do not have possession of the countertop.I requested a refund on September 11, but it was denied via email on the same day. Here is a summary of the problems encountered:Sink Cutout Issue: I provided a sink template for the countertop cutout and was billed accordingly. Instructed to pick up the countertop, it lacked the sink cutout. PM had not provided fabrication team with the sink template. Countertop was not ready and was sent back to fabrication.Faucet Cutout Issue: Advised to bring in the sink for an accurate cutout. Upon another pickup attempt, discovered that the faucet cutout was missing. Countertop sent back to fabrication.Overhang Issue: Advised to pick up the countertop, it was discovered that it was an inch short due to missing industry-standard overhang.These repeated errors indicate a severe lack of due diligence and attention to detail. Factory Plaza has been negligent and uncompromising and failed to accurately document and follow through with the specified requirements.I have previously had successful experiences with Factory Plaza, including:- Full kitchen countertop fabrication and installation - Outdoor bar countertop fabrication and installation - Custom bathroom vanity and countertop fabrication and installation - Laundry room countertop fabrication with customer provided measurements (Same order request as in this formal complaint.)Issues with this particular project highlight a significant lapse in service quality, stemming from PM's inadequate management. These missteps have delayed the project and resulted in additional inconvenience and frustration.I request a prompt resolution as a full refund.

  

  Business Response

  Date: 09/16/2024

  The information provided by the customer is inaccurate. We received a signed drawing specification clearly detailing how the stone should be cut.

  This was a pick-up order, and the customer was responsible for providing accurate measurements. The order did not include any sink or faucet holes, as reflected in the attached drawing and the original Stone Job Order.
  The customer is now requesting a larger top to be fabricated for free, but we adhered strictly to the sizes specified in writing by the customer. There were no mentions of different sizes or overhangs in the original order. Additionally, the drawing did not include a sink cut-out for this pick-up.

  
  We fabricated the stone top exactly as specified. When the customer arrived to pick up the stone, he requested a sink hole cut that was not originally specified. He paid for the sink hole cut-out and provided a sink template. However, the template was too large for the stone piece ordered, so he returned with a smaller sink, and we promptly cut the sink and faucet holes.

  
  The customer later picked up the stone with written approval, confirming that the stone was fabricated according to his requested specifications.
  Both, sink cut-out and faucet hole were fabricated.

  
  Subsequently, he informed us that the stone needed to be larger and requested a new top to be fabricated free of charge. 
  When a pick-up order is placed, we do not visit the job site to verify the project details. 

  
  We did not delay the fabrication, we were eagerly waiting for the customer and asking the customer to sign the pick-up agreement and the Stone Job Order. Once you signed it, we swiftly moved forward with the fabrication process.
  We accommodate customers as much as we can offering big discounts if someone needs to **** a pick-up job. Unfortunately we cannot provide free material and labor.
  

  
  

• Initial Complaint

  Date:11/22/2023

  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.

  They came out on September 18th to measure for the cabinets (a week after making the purchase). ****** (Senior Project Manager and also the salesman) had said it would be 2-3 weeks before the cabinets would be ready. They would be installed the same day they would be delivered (which they weren't and it wasn't 2-3 weeks) and then the counter would be measured, cut, and installed within 3-5 days. So, a month from September 18th would roughly be October 18th.I demolished my kitchen on October 21st and was expecting the cabinets and counter to be installed without any problems within that week, so by October 28th. The cabinets weren't delivered until November 6th. On the 7th only half were installed, so they could measure for the countertop.I sent back doors that were damaged and made too large for the cabinet, that very same day.When the counter came it had two scratches in it. Today is November 22nd (that is two months since the day they measured) and I still have a counter with scratches, I have panels that aren't even present in my apartment for installation, handles and hinges that have problems, and a door that is missing.My wife and I walked this done way before November 20th, because we are doing IVF and we needed a kitchen to prepare healthy food for her. My wife is now stressing because the kitchen isn't finished and a lot of what needs to go in the cabinets is still on the floor in another room. The cost of having to eat out for the last has been draining to say the least.I have to continually call them because they are not proactive and never follow up to see if the problems have been resolved.

  

  Business Response

  Date: 12/05/2023

  Our manager has already reached out to this customer to remedy the issue. 

  Thank you

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  While the prices are a few hundred dollars less than others in that area, the customer service is horrible once you've paid. I emailed **** multiple times and never got any replies, I always had to call him and follow up to find out when my install date was and for any other issues. My counters had pen/pencil marks on them along with a large circle. There was a lot of glue residue and glue finger prints left by the installers on the counter as well. I know they scraped as much as they could, but you could feel the residue after multiple soap cleanings.I tried to clean them using soap and water but they would not come off. Some of the marks that go right up to the wall would be partially covered by the backsplash, all of it would not. The other longer marks would not be covered at all and neither would the circle. I emailed asking if there were other products safe to use on quartz to get these out, no response.I had to call other quartz shops and fabricators to see if they could help. Some said since it's not their product they wouldn't feel comfortable telling me what I could and could not use since they didn't know what kind of quality it was. I had to look up tips and tricks, on how to get rid of these. I had to run around to multiple stores and it took a few days to get the marks out without any help from Factory Plaza. I spent countless hours looking up info and calling other shops. Then spent more hours trying to find the products needed to get it clean. It took 3 days of out my schedule to get this resolved by myself.

  

  Business Response

  Date: 10/23/2023

  Dear *************************,
  I would like to express our sincere apologies for the challenges and inconveniences you've encountered during your recent experience with our services. Your feedback is of utmost importance to us, and it highlights areas where we need to improve.
  Firstly, we understand that there were concerns regarding the communication process. We want to acknowledge that while **** did engage in conversations over the phone with you, there were instances where he was unable to promptly respond to your communications. This was due to unforeseen circumstances as he was out of the office sick. We understand that this could have been frustrating, and we apologize for any inconvenience it may have caused.
  Additionally, we are genuinely sorry for the issues you experienced with your countertop. Our goal is to provide a seamless and exceptional service, and we regret that we fell short of your expectations. We take full responsibility for the pen and pencil marks, glue residue, and glue fingerprints that were left behind by our installers.
  We are committed to addressing these issues and ensuring your satisfaction. Our team will be in touch with you to discuss the specific problems you've encountered and explore potential resolutions. Your feedback will help us improve our processes and deliver a more satisfying customer experience in the future.
  Thank you for taking the time to bring these matters to our attention, and for your patience as we work to rectify them.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 20703712
  
  I am rejecting this response because: it has been 7 calendar days and I have to respond within that time or this complaint get automatically closed. Factory Plaza has NOT contacted me since their reply. Not vai phone call or email, nothing. 

  I would advise they go back and revist my complaint. I never said I did not talk to **** over the phone, I said I was the one who always had to keep following up to get a hold of him, usually multiple times in a day just to get a hold of him. He was out sick BEFORE my counters were installed, and would not return a call at ANY point. After I left my ****** & BBB review he called a few days later to say sorry that he never got around to calling me back. I asked is that was the only reason for his call, to which replied yes, and that was the end of the call. the only reason they are taking responsibility for the marks on the counter is because I have pictures that they can't deny. I was also assured complimentary cutting/charcuterie boards from counter reminants and those were never received either. They dont' care about taking care of their customers, unless you're spending tens of thousands, and even then they don't seem care based on other complaints. I'm not holding my breath that anyone will bother to contact me to make anything right. It's just not who they are. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/09/2023

  Our General Manager is in contact with the customer. The customer will be compensated for her time. 

  Thank you

   

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ***** has reached out and has been sincere in wanting to make things right. He's advised that internal protocols and retrainings have been put in place to ensure quality of work and customer responsivness are proritized. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/23/2022

  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.

  E-Mail communication between ****** and myself begin mid-June regarding the purchase of kitchen cabinets. We told ************** we wanted white flat panel cabinets. ************** told us to email him dimensions of our kitchen. He then sent us a design of our kitchen and told us to come in to finalize everything. We were never shown samples of the different variations of white cabinets. We signed the contract during mid July and were told cabinets were to be delivered in September. I contacted him for an update on the cabinets end of September and ****** told us the order was never placed because we failed to sign the contract. The contract was signed and it was a blatant lie by ************** because the contract was signed and finalized in July. He inadvertently made a comment to my husband that they are extremely short staffed. The cabinets are finally delivered in early December and they were not the cabinets we ordered. We wanted white cabinets. The cabinets delivered were a white dove which has a cream undertone. I contacted ************** and he told me that the deal is final and I agreed to White **** because it was included in the contract. I informed him that we were never shown any samples or variations of *****. We told him numerous times we wanted white cabinets. My husband and I did not realize white dove is a different shade of white. He said he is willing to stain them white for $3800. I agreed to split the difference but he refused and said $3800 is final. I told him I would like to speak to the owner and was told by ************** the owner does not want to speak with me. The customer service has been the worst I have ever experienced. The lack of empathy to try to resolve this was absolutely upsetting. Please let me know how to proceed as ************** and the owner refuse to come up with an acceptable resolution. An acceptable resolution would be for Factory Plaza to stain the cabinets white at no cost to me or issue me a refund for at least half of the purchase of the cabinets.

  

  Business Response

  Date: 12/27/2022

   

  We have over 30 standard colors on display and each color has a name.
  Factory Plaza does not have a "white" as one of the colors on display, there are many white options. The color of the paint selected would not be "white" or just "white" when being selected by any customer since we don't have such an option.
  
  
  While the customer was in the store not once, but three times he had plenty of time to see the options of the colors being selected. No project manager selects colors or styles for their clients. The customer's cabinet order was signed off on in Sept. and delivered on 11/21. As for any delays things happen in manufacturing from time to time and we do our best to provide a timely production timeline.  
  
  
  We have been in business for  17 years and we don't want any misunderstandings.
  We specify the color in writing so there is no confusion and we ask to review and sign the order with the color and style selection. All paperwork was signed and approved by the customer. 

  The cabinets were delivered on November 21st, and on that day, the customer signed that everything was OK with the order.

  Factory Plaza can repaint the entire order per customer specifications for $3,800

   

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

  Factory Plaza, Inc
  
  ...

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18633969
  
  I am rejecting this response because we were not shown any samples or variations of white. The first time we visited the showroom was to discuss the layout of the kitchen.  The next time we visited the showroom was to sign and finalize the contract. ****** made the assumption that is the shade of white we wanted for our cabinets.  If there were numerous whites, then ****** should  have showed us. We would never have agreed to the shade of white provide by you.   We contacted the owner and she has yet  to return our call.    There is no empathy.   I do not think it is fair that we should eat the entire cost of painting the cabinets. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 01/04/2023

  I also reject the customer response. ****** has the exact same selling process with every customer: he shows them how our cabinets are built in the showroom, then he walks to the rack with cabinet colors to show different colors and different styles. The cabinets that we have in showroom are also different shades of whites as you see on the picture. The customers were in the showroom twice and saw both kitchens in the showroom, and different shades of white on the door rack. They signed the contract, and we manufactured exactly what they had ordered. The owner is not dealing with customers in any case, the same way the owner of ********** or Menards is not dealing with any single customer.