ComplaintsforAristokraft Cabinets

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day, my name is ****** ******* and I reside at **** ******* **** ******* ** ****** My contractor ordered the Cafe maple cabinets in June/July 2023 and that cabinets were was delivered this September 2023. However, there were limited quarter moulding to finish the project and when they tried to order more moulding in October, my contractor was told that the cabinet color was discontinued by Aristokraft. As a result, aristokraft sent the stain color instead of the actual moulding. However, when using the stain, it does not match the existing moulding. I was told that Aristokraft refuse to send the actual moulding that matched the Maple Cafe color. When this amount of money was spent for Kitchen cabinets, for a company to not send a moulding to complete a job properly is unacceptable. I basically have an unfinished kitchen because I require 5 to 8 feet of quarter moulding. Is it possible for you to send me 8 ft quarter moulding with the café maple color already stained? I can be reached via email (**********@gmail.com) or by phone at ************. I hope to have this issue resolved as soon as possible.

  Business response

  12/19/2023

  Dear BBB,
  
  Thank you for contacting us regarding Case #********.  We have reached out to the consumer directly to work towards a resolution.  Please let us know if you have any questions.
  Kind Regards,
  
  Consumer Affairs
  MasterBrand Cabinets LLC

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because as of 11:03 pm Eastern time on Dec. 19th, I have not received any communication with the company to resolve the matter regarding my complaint from BBB. Please actually reach out to me to resolve the issue.  My cell phone number is ************.  Additionally, my email address is **********@gmail.com.   I hope this issue can be resolved soon. 
  
  Sincerely,
  
  ****** *******, PhD

  Business response

  01/04/2024

  Dear BBB,

  Thank you for your message.  We have been in contact with this customer several times and have been able to resolve his concerns.  

  Kind Regards, 

  Customer response

  01/04/2024

  Hi BBB, 

  I wanted to let you know that MasterBrand cabinets contacted me and are working on sending me the material needed to complete the project.  They said it is 6 to 8 weeks for me to receive the material.  I will give you any updates if completed or not.  Thank you for being here for customers!  It is greatly appreciated.

   

  Regards, 

  ******

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a spec home from **** construction in July 2017 in ***** ********* Florida. Within 3 years our cabinets in our kitchen started bubbling. The cabinet doors were replaced within the warranty and less than 8 months later the cabinet doors that were replaced are now bubbled again and additional cabinet doors kitchen and bathrooms are also bubbled like cheap paper. The manufacturer told me they were under warranty and said they would send a Aristokraft sales rep to inspect them, we never heard from this person. Now after nearly two months of calling the installer and the manufacturer with no help and one cabinet after the other falling apart I realize that they are not going to do the right thing. I now received an email from the Aristokraft rep after two weeks that they are no longer under warranty after just confirming three days ago they are warranted. I have since found out that this issue has been reported all the way back in 2013 on the BBB website by others who had identical complaints. Aristokraft had continued to put these cabinets in new construction homes knowingly that the foil wrapped cabinets are defective and will eventually fall apart. They knowingly did continue to sell this product without any permanent fix to the defective design. Now the consumers are stuck with no warranty and the cost to replace them with the discontinued product from their cabinet graveyard which has proven to not be a real fix to these issues. Now what? Is it reasonable to have to rip out a new kitchen because the cabinets you were sold can't last 3 years or rip out a kitchen less than 5 years old and replace all cabinets at my expense? This company's business practices are deceptive and deficient. They don't stand behind their product or they would have stopped long before now making these defective cabinets and should have replaced every single cabinet with a totally new warranty and product. I want this company to own up to the defective product.

  Business response

  03/02/2022

  Business Response Dear BBB, Thank you for the opportunity to respond to the complaint by Ms. *******. It was determined that the cabinetry was purchased by the Builder for the spec home in September of 2016 which would put the cabinetry outside of the 5 year Manufacturer's warranty. We apologize for their frustrations however we are unable to provide warranty parts as their warranty has expired. They may still purchase replacement doors through a local dealer if they choose to do so. Best Regards Consumer Affairs MasterBrand Cabinets, Inc. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) These cabinets begin to fall apart while under warranty and we're replaced, and continued to fall apart therefore they are all defective. Since I'm not the only customer that has had this problem this company should care about their product and reputation, which obviously they don't!! Selling garbage for cabinets. I would never pay them to replace this garbage product with more of the same!! The only resolution would be to give me my money back so that I can replace all the defective doors and cabinets. I have never received any calls from this company or it's representatives to replace it to even look at these issues! Horrible company and horrible customer service. It's been nothing but stress!! Business Response Dear BBB, Thank you for contacting Aristokraft cabinetry regarding Case #XXXXXXXX. Since the manufacturer's warranty has expired on the cabinetry we are unable to provide further assistance. Regards, Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The cabinets would be under warranty until July of 2022 but they refuse to go by the actual purchase date of a brand new house and choose to use the date of the builder which was one year prior! It's hogwash! It's a **** company and eventually the garbage they are selling will put them right out of business! They keep saying the warranty now is expired, that's only because they choose to go by the builder purchase date instead like all other appliances in a new house where the warranty kicks in on the closing date! Cabinets that crinkle and peel within 5 years are garbage, no matter what the warranty is **** and the product is rubbish! Stay away from this company!!

*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. ↩