ComplaintsforCabinet Creations Design Gallery, Inc.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Cambria countertops from Cabinet Creations. They were install twice! Once in October and again in November. The first time the countertop was short. The second time the countertops have swirls, and spots in them. The edge profile is not the same from one side to the other nor is it the same on the backsplash. The holes for the faucet were mis-drilled. In short, the countertops were improperly installed and fabricated both times. I've contacted both Cambria and Cabinet Creations and all they want to do is to try to redo them the third time. I don't feel that another attempt will be successful. At this point I can't get either party to return my phone calls.

  

  Business response

  04/01/2022

  We at Cabinet Creations have had a relationship with Cambria for over 17 years.  Cambria has offered the client new tops of their choice to resolve the issue.  When this was not an acceptable resolution to the client we have offered full refund of his top deposit.  He has not paid for the product in full so the refund of deposit is what BBB Cabinet Creations has offered.  Our last communication has been to coordinate the disbursement of the refund.  Cambria's policy is full replacement and of product and not a refund.  We at Cabinet Creations have, however, offered the refund at our loss to satisfy the clients dissatisfactions.

  ***** *****

  Cabinet Creations, President

  

  Business response

  04/12/2022

  In response I wanted to let you know that I did respond to the consumer asking how they wanted the check to be delivered. Cabinet Creations offered to mail, or drop off the deposit check and also gave the client an option to pick up the check at our showroom.  Cambria policy was to fully replace the top of their choice at no cost. The clients chose not to go with the replacement option.  Because the client has not responded we will mail the check to the clients home.  

  Below is a copy of the email sent on March 21st 2022 

  Date: March 21, 2022 at 11:24:48 PM EDT
  To: ***************@aim.com
  Subject: Phone call
  ?Hi **** and *****,  I finished late with my last appt   I spoke with ***** again on Friday.  She was calling you again after our conversation.  My understanding is that they have agreed to replace tops at their expense with the new partners that do their installation in our area. She made it clear to me that if that is not the solution then I am on my own to return a deposit.  They will not refund in any other form so I am on my own to give you back the deposit. My financial responsibility to them still stands. I have the check that ******** has in the system for your deposit and can send it to you or you can pick it up. Their policy is to fix or remake.  Let me know.  *****.
  
  Sent from my iPhonelient chose not to go with this option.  Because the client has not responded we will mail the check to the clients home.  

  Customer response

  04/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I have yet to receive the promised check from the business.  Here is email sent on March 22, 2022 responding to business's email about mailing the check

   

  Tue, Mar 22, 2022 12:30 pm
  ***************@aim.com (***************@aim.com)To:*****@cabinetcreationsinc.com Details
  Hi *****
  
  
  Just put the check in the mail.   How do we get these countertops removed?  
  
  
  ****
  
  
  Sincerely,
  
  **** ***********

*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. ↩