ComplaintsforCommercial Works, Inc.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I rented a storage pod from ******** Storage/Commercial Works and they have failed to re-deliver it. Copy of email sent to ****** ****, President: We have made over 15 phone calls to your office to arrange for the storage pod to be re-delivered. Per the instructions for doing so in executed lease. We have been told everything from “I don’t know nuthin” about storage”, “I gave a note to my manager and they will call you back”, “the person that handles that isn’t in right now”, “I just talked to the president and he is in the warehouse looking for it now”, “we need your account number from corporate”, “we’ve lost the information”, “let me transfer you to that department (only to be transferred to your voice mail where I left another voice mail)”, and “****** is in Columbus today”. We did not receive a phone call back from anyone in your office this entire time. We have made phone calls to the corporate line and were told “Indianapolis is no longer one of our franchisees but I will email upper management”. ******* did return a phone call and provided your name as a point of contact. On another phone call to corporate, we were told the information that they were providing was from “the higher ups”. Corporate was able to access the account information at their fingertips which is odd if they are no longer associated with this facility. On Wednesday, March 29, 2023, we were told by ***** that you confirmed that the pod would be delivered on Friday, March 31, 2023. I left you a voicemail confirming same. On, Friday, when the pod was not re-delivered, we called your office and spoke to ***** who told us “there wasn’t a driver today” and she made arrangements to have it re-delivered on Saturday, April 1, 2023. The pod was not re-delivered on Saturday.

  

  Business response

  04/10/2023

  I forwarded this information over to our Indianapolis branch and the situation has been remedied.. 

   

   

  Customer response

  04/10/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered kitchen cabinets through ******* Cabinets, through Lowe's, on January 31. 2022. CDS Logistics has delivered all but one vanity cabinet. It's been in their possession since April 8th. It was lost and finally after many calls from Lowe's rep they found it. It was to be delivered to me on July 25,2022, It never showed up and I received a call that it "didn't make the truck", that it would arrive the next day. Again it didn't come and no call this time. (That's 2 days i took off from work so that I could be home to receive it). The next morning, July 27th,I got a call to reschedule and I was angry. She told me August 9th and I said NO. so she said August 1st and I said ok. I asked to speak to the supervisor and she told me that he was not there but she gave me his email. I immediately emailed him and asked him twice to call me after telling him about the two failed deliveries. He never called. His name is ****** ********. Before I hung up on the 27th I asked the girl how I could be sure that the cabinet would be delivered on the 1st and she said that she would leave a note on the schedule "Don' pull" meaning don't take it off the truck again. She said to me "they're not going to pull that again". So she was tellling me that they were just pulling it off the truck......maybe they didn't want to drive all the way to Piqua.....I don't know why, but THAT is terrible customer service!!!!! SO on August 1st NO CABINET AGAIN. I called there again at 3:00 to ask where the cabinet was and she apologized saying that it was her fault ....that the truck guys misunderstood the message she wrote. Said I'd get it the next day. Again no delivery . I called at 1:00 on August 2nd. No answer. I left a voicemail. I've heard nothing since from anyone at the company. That's 4 deliveries that didn't happen. Four days that my employment and my installers schedule was disrupted. I'm extremely frustrated. I need help getting my cabinet. Thank you.

  

  Business response

  08/24/2022

  We spoke with Mrs. ***** and her goods were delivered. We apologize for any inconvenience this has caused.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This logistics and warehouse company received my cabinets from **** Studios in two shipments. The first was delivered on 6/29 and was missing several items at the time of delivery as they were not put on the truck. The second shipment was received by this warehouse on 7/5 and they never called me to schedule delivery. I called them on 7/11 to ask about the missing items as well as the second shipment. Delivery of the second shipment was scheduled for 7/22 and I asked about the missing items. I was told they had done inventory and moved them to another building but did not know where so would have to initiate a "dock search". I called again on 7 /15 and was told they would submit another dock search request. I called again on 7/19 days later and was told they still had not been located. Each time I have called and requested an update and dock search I have spoke with ******. After the call on 7/19 I contacted the vendor, **** Studios. **** contacted them and was told the items had been located and would be delivered on 7/22 with the other items that had been scheduled for delivery. On 7/22 I never received my delivery during the delivery window and did not receive a call. When I contacted them I was told my items had not made it on the truck and were still missing but they would submit a dock search request. I said you've already submitted 3 at which time I was told they had no record of my previous requests. I am unable to speak with supervisor or manager when I ask for one and was given a fake number for the supervisor. This company has over $12,000 worth of cabinets that I have paid for that I cannot get delivered because they "did inventory" and cant' find things. I need all of my cabinets that they have lost and I need them now. I have work that cannot be completed without them and these delays are costing me money.

  

  Business response

  07/27/2022

  Ms. *******,

  Good morning. Per our conversation, I am giving this issue our undivided attention. We apologize for the inconvenience this has caused and we are working diligently to resolve the matter. I will personally reach out to you once I have more information. We deeply appreciate your patience.

  Thanks and have a great day,

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

   

   

   

   

   

  Customer response

  07/29/2022

  I still have not received confirmation from Mr. ******** or anyone else at Commercial Works that they have located my cabinets. Someone from their team called to schedule a delivery and when I asked if they had confirmation that all of my items had been located I was told "there is 1 cabinet". The last time I had a delivery scheduled for 7/22 they never showed up because they could not locate my product so the driver left. I left a message at 2:40PM yesterday (Thursday, July 28th) requesting confirmation that all of my cabinets had been located and would be delivered on the scheduled date and have not heard back as of this note. I want written and photographic proof that all of my product has been locatd and will be delivered and written and photographic proof once the product is placed on the truck for delivery on the scheduled delivery date. I want a phone call when the driver has left the warehouse with my product as well as a phone call when he is within 30 minutes of arrival. Until all of my product is delivered I am not accepting any resolution and my next steps will be legal action as well as reporting this company to the Ohio Attorney General as well as the Kentucky Attorney General and am considering contacting the news media as well. This company has been holding me hostage because they cannot get their act together and locate well over $7000 in cabinetry that was sent to them for delivery and that is completely unacceptable.
  

  Customer response

  08/08/2022

  I am still missing 5 items from shipment ****** that was received by Commercial Works on 6/9/22 and delivered to me on 6/29/22. I am also missing 1 item from shipment ******* because your driver did not go through the check list with us as per your SOP and check each item off to ensure we received everything. He literally dropped off 8 boxes and left. I also have not received 7008862 which was delivered to your company on 7/22/22 and was scheduled to be delivered at the same time as *******. Per ******* ***** and ****** order 7008862 can't be located just like the previous two orders. I keep receiving promise after promise that all of my items have been located and will be delivered then do not receive then only to be told they can't be find and are somewhere in the warehouse. I have every single call I have made to your company in my call list showing the numerous times I've reached out. I have all of the text messages I've exchanged with Mr. ******** and I have the emails I've sent. I do not want a reorder. I do not want excuses because they are now falling on deaf ears.
  
  

  

  Business response

  08/24/2022

  We have looked into the missing items and we have re-ordered anything showing as missing at no cost to the customer. We've instructed the manufacturer to direct-ship these goods. We again apologize for any and all inconveniences this has caused.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of the transaction at Lowes (Wilmington Pike, OH): 03/06/2022 The amount of money paid: $19,266.16 Commercial Works is committed to provide me with delivery of back ordered cabinets. Back Order Date: 05/26/2022 Order #: ******-00 The delivery date was scheduled on 7/7/2022 to be delivered on 7/19/2022. The nature of the dispute is that the company called me the morning of the delivery 7/19/2022 to cancel the delivery d/t being short staffed. The ******* rep. ***** contacted Commercial works on 7/19/2022, to reschedule the delivery date for 7/20/2022, and then 0n 7/22/2022, but I have not been contacted by Commercial Works for the delivery. This issue is one of many issues regarding this order and delivery. The company Company Works has not tried to resolve this issue and the company does not answer their business line.

  

  Business response

  07/22/2022

  Ms. *******,
  
  As you may already know we’ve experienced a significant amount of turnover with our Management and staffing, which has affected many of our customers. We realize that caused operational problems to many of you and we would like to apologize for that.
  
  Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking these incidents very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from continuing to happen.
  
  Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reach out and ask.
  
  Sincerely,
  ****** ********
  Director of Operations Commercial-Works

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Commercial Works is the last mile delivery company assigned to deliver two cabinets for my laundry room. The cabinets were ordered from **** ***** on 2/17/22. I was told they would be delivered in 2-3 weeks. I received a message on 4/29/22 about my order stating that several items were missing. I left about 6 messages at ###-###-#### and no one ever called me back. I received another voicemail on 5/23/22 from ###-###-#### calling to schedule a delivery. I called back on 5/24/22 and a delivery appointment was scheduled for 6/7/22. I received a text on 6/7/22 at 9:06AM stating that my cabinets would be delivered between 1-5PM. No show no phone call. I called and rescheduled at the 410 number because no one answers at the 614 number and never calls back when a message is left. Delivery rescheduled for 6/10 between 1-5PM. I received 2 calls on the tenth of June from the 614 number stating first was at 12:15 pm stating that “he” has just shown up and your delivery will be late. Than about 2:15 I received another call from the 614 number asking how late in the evening I would accept delivery. Tilde them 8PM. Yet again no delivery no call. After multiple calls I rescheduled my delivery for 6/15. I received a phone call that AM saying there was a power outage and my delivery needed to be rescheduled. I have left 2 messages at the 614 number this am asking for a delivery time and yet again no response. Please help me I am really frustrated and stressed.

  

  Business response

  07/13/2022

  To our valuable Commercial-Works customers,
  
  As you may already know we’ve experienced a significant amount of turnover with our Management and staffing, which has affected many of our customers. We realize that caused operational problems to many of you and we would like to apologize for that.
  
  Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking these incidents very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from continuing to happen.
  
  Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reach out and ask.
  
  Sincerely,
  
  ****** ********
  Director of Operations Commercial-Works

  Customer response

  07/14/2022

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased Items- LOST IN WAREHOUSE April 11 and 13, 2022 Order #1: Diamond wood vent hood was ordered via Lowes (Cincinnati - #****) on April 11, 2022 with a "rapid response" request (this item was a replacement, because the original vent hood made by Diamond for our original order was sent to us with an incorrect design). Order #2: Diamond Cupboard and replacement doors were ordered via Lowes (Cincinnati - #****) on April 13, 2022 with a "rapid response" request. Cupboard was un-square and replacement doors were required due to finish quality (chips and bubbles in paint). See attached images. May 9-17, 2022 Order #1 was to be delivered on May 9 to Lowes - store **** by Commercial Works. It was not. Commercial Works sent texts to me on May 13 and May 17 stating they would deliver our cabinets. On both dates nothing was delivered. After each of these no-shows, I called to ask where the delivery was and both times was told they had no delivery scheduled for us and they could not find our order in their warehouse. June 3-8, 2022 Commercial works called and confirmed they would be delivering my order #1 and #2 on June 17. I called Diamond and opened a Case Number to confirm that I was not happy and was worried they would not show up again. They agreed to open the case number and I requested they ask Commercial Works to deliver earlier. They typed a message in their system to state that. They did not offer to call Commercial Works themselves and confirm. I called Commercial Works and requested myself if the delivery could be moved up. The lady on the phone was able to move both Order #1 and #2 to June 10, 2022. June 10, 2022 Order #2 delivered today. Order #1 not delivered. Missing. See attached for my full request to have this resolved. Images included poorly made replacement doors, as well as Vent Hood (Order #1) that is still missing.

  

  Business response

  07/13/2022

  To our valuable Commercial-Works customers,
  
  As you may already know we’ve experienced a significant amount of turnover with our Management and staffing, which has affected many of our customers. We realize that caused operational problems to many of you and we would like to apologize for that.
  
  Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking these incidents very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from continuing to happen.
  
  Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reach out and ask.
  
  Sincerely,
  
  ****** ********
  Director of Operations Commercial-Works

• Initial Complaint

  05/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  5/5/2022 my cabinet manufacturer sent an email the cabinets were shipped in full. I had to call between, *******, ********* cabinets and Commercial works after they still hadnt arrived by 5/9/2022. Commercial Works said they would be delivered on 5/19. I received a text confirming on 5/16 and another text with a confirmation date of 5/19 and a time of 12-4. No cabinets arrived and no call. (I took off work) I called at 4 over 25 times and no one answered. I left a message no return call. I called Friday 5/20 to see where cabinets were and why they hadnt been delivered. NO one knew. Theyu put me on the schedule again for delivery 5/23. Received a text confirming delivery on Monday 5/23 from 8:30-12:30 cabinets were late and missing. I had to call again no one answers the phone until like the 25th time of ringing the same number over and over. Person on the phone is rude and will not hand you off to someone who can tell you any information. I am still waiting on cabinets and no kitchen to use. If you look at their facebook reviews you will see that I am not alone. I cannot understand how a company that delivers for all box stores lowe's, home depot, ******* etc. can have such a ****** delivery system and customer service record.

  

  Business response

  07/13/2022

  To our valuable Commercial-Works customers,
  
  As you may already know we’ve experienced a significant amount of turnover with our Management and staffing, which has affected many of our customers. We realize that caused operational problems to many of you and we would like to apologize for that.
  
  Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking these incidents very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from continuing to happen.
  
  Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reach out and ask.
  
  Sincerely,
  
  ****** ********
  Director of Operations Commercial-Works

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 7, I received my kitchen cabinet order costing approximately $8k. My order was orginally placed with Lowe's; however, it became apparent that they contract with wtih Commerical Works out of Columbus OH for their cabinet delivery. There were 2 delivery guys and the day was pretty wet from the previous nights rain/moisture. The delivery guys commenced to delivering my cabinets with muddy shoes on their feet, gridining in dirt on both my stairs and my basement carpet. They didn't put down any runners for the high traffic areas. I even asked them if they had shoe booties to wear. Answer was 'no' we don't keep those. I called and left 4 messages for the office to call me back to no avail, even when I shared with them the nature of my call. I was tyring to resolve it with them directly only to not have them ever call back. This is by far one of the worst experiences I have had with anyone delivering anything to me in the 30+ years of dealing with delivery folks. My order number *********

  

  Business response

  07/12/2022

  To our valuable Commercial-Works customers,
  
  As you may already know we’ve experienced a significant amount of turnover with our Management and staffing, which has affected many of our customers. We realize that caused operational problems to many of you and we would like to apologize for that.
  
  Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking these incidents very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from continuing to happen.
  
  Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reach out and ask.
  
  Sincerely,
  
  Monroe W
  Director of Operations Commercial-Works

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Commercial Works out of Indianapolis delivered my cabinets and all seem to go well. However, the driver damaged my property during the delivery. He was very apologetic and gave us a number to call to file a claim. After finally getting ahold of ***** at Commercial Works I was asked to submit pictures and a estimate. Per her request all the requested items were submitted via e-mail. Since then I have received no correspondence as to the status of the claim. After almost 15 days and leaving a few voice messages and e-mails I can not even get a return call or message. Not a very good way to do business let alone the fact that they damaged my property.

  

  Business response

  05/02/2022

  We are responding and processing payment for this claim.  The tardiness in our response time was due to an incorrect email address, which should be highlighted in our attachment.  Our Logistics Manager, *****e ****, has been in correspondence with the customer since the error was caught.   She has come to a resolution with the customers claim.

  Any further details that may be needed, please ask.

  Thanks,

  ****** ****

• Initial Complaint

  06/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Commercial Works Inc in Lousiville KY has had my kitchen cabinets since May 28th. They did not call me to deliver them. I called them two weeks ago. They were supposed to be delivered today. We were told we would get a call last Friday with a time. No one called. I did and was assured they were still on for delivery and I would get a call. Neither happaned. I have called 7 times today. My husband has called several. I was told I would get a call back. No one called. I do not know how to get my cabinets at this point when all they are doing is lying and will not return our calls. They are paid for. Please help!

  

  Business response

  07/07/2021

  Good Afternoon,

   

  This order was fulfilled and delivery completed on June 30th, 2021 after communication with the customer. If you have any questions at all please contact **** **** ** *************

   

  Thank you, 

  Customer response

  07/15/2021

  BBB called consumer using an automated phone system.  Consumer entered the number 1 indicating that they accepted business response and complaint could be closed resolved - see below for details:

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

  
  

*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. ↩