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:07/04/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I understand they do not have control over the company making the cabinets but that is how business works when you are carrying another company's product.  All other businesses (****** ********* ******** **** **** ******** *** ******* furniture, private contractors that install windows, siding, and such) that carry another product have customer service to deal with regarding situations like this.  

  They did not address their designer making a mistake with the design of my kitchen where the corner cabinet does not open the way I asked.  As a designer he would have told me it couldn't open that way or place the spacer between that cabinet and my oven so it would work properly.  They are planning on changing the swing of this door and the above wall cabinet door.  The wall cabinet door will need to be replaced because I already installed my handle.  If the doors were going to take this long the company could have contacted me to at least fix the base corner cabinet so it could be utilized.

  I was also charged for 2 measuring fees for my counter top (perimeter and island).  The island was late because ******* *** ******* ***** ordered it wrong.  I had to wait another 5 weeks for it to arrive.  

  I asked in December for some type of compensation for so many extra days I had to take off, the extra money I had to pay my electrician ($125) because of the extra trips he had to make, refund of one of the counter measuring fees, my family in town having to come over for the island to be delivered and my dad driving from ******** to have the perimeter counter to be installed (he was only here for that and drove right back home) and compensation for the delay of everything.  

  I hate to do this but I received a discount on late deliveries from company's that use outside delivery companies.  The delivery company doesn't give me the compensation, the company that I ordered from does.  The company I ordered from also does not try to state it is not their fault; they apologize and resolve the problem.  

  I spoke with the owner (via ********) in December.  He said if his manager couldn't fix the problem he would talk with me.  I then left him a message 10 days ago with a woman who answered the phone after being told he does NOT have voicemail.  He has NOT called me back.  

  
  
  Regards,
  
  
  
  ******** * *******
  
  

  oors arrived (island was correct but the doors were not). I called them again and they sent another set; which was wrong. A 4th set of doors were ordered and they were too skinny so the gap between the doors was too wide. This 5th set (delivered on 5/24/2024 is damaged or has imperfections - cracks in the paint and a paint run on the door). Since 5/24, still no new doors and no time frame. In between all this I had my counters installed. The designer (A***) made an error in both the cabinet above my oven and base corner cabinet. My corner base cabinet door does not open fully-too close to oven. Above oven cabinet was too high for the oven hood (at least 40" above oven-too high to work correctly-they correct no charge) Charged for 2 counter measuring fees. Should be 1. Talk to A**** (manager); tried to talk with owner but never called back. Almost a year later and kitchen is still NOT done!!! Electrician needed extra time so extra $/extra time off work/others inconvenienced.

  Business Response

  Date: 07/05/2024

  In response the customers claim, we have had several lines of communication during this process, provided material and services to help accommodate as the problems occurred, however the cabinet manufacturer has dropped the ball on their end with sending replacement parts not to our standard which in return has really caused a majority of the issues/delays. The customer has been in contact with the owner of the cabinet manufacturing company as well and knows our hands are tied at this point until they fix their issues and provide us with the product. We want our customer to be able to have the last couple of items replaced ASAP so she can enjoy her kitchen and we will be ready to complete this task as soon as the cabinet manufacture provides the replacement parts and will continue to work on getting these items from them.

   

  Business Response

  Date: 08/07/2024

  In response to the customers response, Our team and the owner of the Cabinet Manufacturing company met on- site with the homeowner in order to get the items needed to satisfy the customer. The customer received additional items for her kitchen such as scribe molding, a 24" double cutlery tray, replacement cabinet above the stove at no additional charge, a new door for the wall diagonal cabinet, switching the swing of the Lazy Susan door  as well as received  a $275 credit on the countertop order. The cabinet that has already been replaced in addition to the new doors coming in will be installed by our team at no additional  charge. We completely understand the customers frustration with this process however have been trying to do our best to help accommodate through the process even on weekends. We will continue to do our best to work through this situation as this is the first time this issues has occurred with the supplier.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******** * *******
  

  Customer Answer

  Date: 09/06/2024

  In response to NOT accepting their response. They are asking me accept something for a job that is still NOT completed. On July 30 I was told they needed a total of 15-25 days to complete a new set of upper cabinet doors that needed replaced; this is still from the original set of doors I received November 9, 2023. It is now 9/6/2024 and I have not received ANY communication from either the company I ordered my cabinets from or the owner of the cabinet maker. It is almost now 6 weeks. This will be the 7th set of doors  

  ******* *** ******* ***** states all the items given to me were from them. The scrib and cutlery tray were provided from the cabinet maker. Also note I offered to pay for the scrib but the cabinet maker stated he would provide that to me at no cost. 
  

  The other items needing replaced; cabinet above the oven is due to their designers negligence and lack of knowledge regarding designing kitchens. The corner wall cabinet also only needs to be replaced because of his same negligence and lack of knowledge. It wouldn’t have needed to be replaced if he knew how to design the base corner cabinet in my kitchen. He designed it opening it into my oven where it open a portion instead of the full amount. I was able to access it. If that would have been known up front I wouldn’t have put the handle in  this door is still usable  
  

  ******* *** ******* ***** mentioned coming out on Saturdays. They came out 1 Saturday since I had no vacation to take off work. I had to utilize (and inconvenience) my family on multiple occasions to my house for different items. At one time my dad had to drive down from ********, **** to allow ******* *** ******* ***** access to my home. 
  

  They mention a $225 discount on my counters but I had to pay 2 measuring fees of $75 each time they came ($150). If everything was on site originally when it was ordered that would not be assessed. The company was the one who stated they agreed to do this for the inconvenience of the island coming the wrong color - again order wrong due to their negligence. So, really only a $150 discount off my counter. 
  

  I had to pay my electrician an extra $125 because of their negligence. Thank goodness I have great support from my family and I didn’t have to pay them, but their time and travel to my house wasn’t free to them. The days I was off work for other things (not vacation) I had to use my own time. 
  

  I also cancelled EVERY holiday gathering since November of last year!!!!!!  
  

  I’ve asked 2x to talk to the owner of the ******* *** ******* *****. He can’t even call me. 
  

  Not ONCE have they apologized for their negligence in their design or making the last 8 months of my kitchen remodel a disaster. And what do I have to show???  A lot of my hard money earned without a completed kitchen. 
  

  the refrigerator in my kitchen was delivered 5 hours late and was discounted. They have horrible customer service. I’m ready to take the next step with this company in regards to my money I’ve LOST. 

  Business Response

  Date: 09/09/2024

  We have reached out to multiple contacts within ******** Cabinets to get an update on the doors.  The desired profile is no longer a standard option therefore the doors are being custom made through ********'s door supplier.  On our visit on 7/29, ********'s owner stated it would take 3-4 weeks to receive the doors and another 2 weeks to finish them.  Today would be the beginning of the sixth week.  As stated during our visit, I will personally visit the manufacturing facility to inspect and pick up the new doors.  We have done this multiple times through out this process in hopes to deliver a quality product in order to complete the project properly.  We do apologize for all the issues and inconveniences the customer has gone through.  

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Just like other items through these past 48 WEEKS the truth is not being told and ******* *** ******* ***** is still not offering ANY type of compensation.  Tell me a YEAR for a kitchen remodel??!!!??  I could have built at least 2 full houses during this time frame .
  

  Here is a portion taken from the email everyone received…

  “It will be about 10-15 working days before I receive the custom square edge doors. From there I need 5-10 working days to get them sanded, primed, and finished.”  
  

  That total time frame is 2 weeks to just over 3 weeks  I think my addition is correct…15-25 days  

  2 weeks is 14 days

  3 weeks is 21 days  

  They were at my house on July 29 and sent the email July 30  

  So, from that time frame it would have been August 12-23?  It is NOW September 19 and no doors.  The last text I received is that doors were being shipped even though someone did say they were picking them up  I’m being told something else.  Communication amongst themselves isn’t very good. 

  No ONE has addressed anything about the other items such as:

  1 - the companies negligence in my corner cabinet design

  2 - the ordering wrong color of my island which began the initial delay

  3 - me paying for 2!! measuring fees for my countertop when the company told me they would come out to get the perimeter measured and installed while I waited on the island!!

  —-$75 should be refunded

  4 - being inconvenienced at least 1/2 dozen times (myself or my family to make sure someone was here to accommodate their negligence)  

  5 - my electrical costs being more because of their negligence (an extra $125)

  6 - compensation; when conversations began months ago about the problems I asked about compensation for everything going on. The cabinet manager told me that would be discussed once things were finished up…NOW nothing is being talked about.  Add this to their horrible customer service  

  7- still have not heard from either owner…horrible when I have asked for a phone call. 

  I think that’s it  

  But I’m confused what the better business bureau is doing other than sending our emails back and forth  

  Moving to next step

  Regards,
  
  
  
  ******** * *******
  
  

  Business Response

  Date: 09/24/2024

  THESE ITEMS HAVE ALREADY BEEN ADDRESSED IN THE ORGINAL REPLY, CUSTOMER WAS DISCOUNTED, PROVIDED ADDITIONAL MATERIALS FOR THE ISSUES ALONG WITH NO ADDITIONAL CHARGES IN LABOR TO ADDRESS THESE CONCERNS. WE CAN ONLY GO OFF COMMUNICATION PROVIDED BY THE  CABINET MAKER AND ONLY PROVIDE INFORMATION THAT IS RECIEVED BACK, UNFORTUNATELY WE CAN NOT CONTROL THE PROCESS ON THE CABINET MAKERS , WE WOULD LIKE TO HELP THE CUSTOMER GET THE KITCHEN COMPLETE AS QUICKLY AS POSSIBLE. 

  Customer Answer

  Date: 09/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I’m not accepting what the company has stated.  I guess they will NOT admit THEY are negligent in their design flaws along with ordering the wrong color island originally  

  All they can do is blame everything on the cabinet maker.  Such a horrible business!  Since they can not provide a refund to cover a product they carry in their store; I will be filing a complaint with another agency and then reaching out to a lawyer for guidance regarding their negligence to honor a product they carry in their store and the length of time to wait for a product.  

  I understand they are going to install the new doors but that should be a given due to the time frame (11 months from the original delivery)!!!!  

  Regards,
  
  
  
  ******** * *******
  
  

  Customer Answer

  Date: 02/12/2025

  Situation has been resolved following multiple conversations with the company’s management. 

  Business Response

  Date: 07/05/2024

  In response the customers claim, we have had several lines of communication during this process, provided material and services to help accommodate as the problems occurred, however the cabinet manufacturer has dropped the ball on their end with sending replacement parts not to our standard which in return has really caused a majority of the issues/delays. The customer has been in contact with the owner of the cabinet manufacturing company as well and knows our hands are tied at this point until they fix their issues and provide us with the product. We want our customer to be able to have the last couple of items replaced ASAP so she can enjoy her kitchen and we will be ready to complete this task as soon as the cabinet manufacture provides the replacement parts and will continue to work on getting these items from them.

   

  Business Response

  Date: 09/24/2024

  THESE ITEMS HAVE ALREADY BEEN ADDRESSED IN THE ORGINAL REPLY, CUSTOMER WAS DISCOUNTED, PROVIDED ADDITIONAL MATERIALS FOR THE ISSUES ALONG WITH NO ADDITIONAL CHARGES IN LABOR TO ADDRESS THESE CONCERNS. WE CAN ONLY GO OFF COMMUNICATION PROVIDED BY THE  CABINET MAKER AND ONLY PROVIDE INFORMATION THAT IS RECIEVED BACK, UNFORTUNATELY WE CAN NOT CONTROL THE PROCESS ON THE CABINET MAKERS , WE WOULD LIKE TO HELP THE CUSTOMER GET THE KITCHEN COMPLETE AS QUICKLY AS POSSIBLE. 

  Customer Answer

  Date: 02/12/2025

  Situation has been resolved following multiple conversations with the company’s management. 

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I'm not sure where to begin with all of the inaccuracies in the response from the Cabinet and Granite Depot, but I will attempt to be concise.

  Regarding their statement that they were unaware of the plumbing complaint, we have been attempting to get this issue resolved since April 2022. Both my husband and I have called numerous times from two different call phones and a land line. We can go back and track down the specific dates and times if needed. Each time we would call, we were referred to speak to either **** or ****** but the calls either went to voicemail or on the rare occasions that they answered the call, we were constantly told that they would "check into the issue" and get back to us. 

  When I actually spoke to ***** in May, I told her that we had two remaining issues; one was the crack in the countertop and the second was the dishwasher. The crack in the countertop was obviously an installation issue, but they did try to repair that, which leaves the issue with the dishwasher. Even at that time, she said she would get back to me, but that never happened. 

  Regarding their statement that they do not provide plumbing services, we understood that we would be obligated to pay to have the plumbing disconnected and reconnected. As I stated in my initial complaint, the $270 bill that we submitted was for a second visit from the plumber because it was impossible to install the dishwasher in a "normal" fashion because when the cabinet under the sink was installed, they ran long screws into the cavity where the dishwasher goes. Obviously that was not correct and was not a normal installation, so it took a considerable amount of time and effort for the plumber to rectify all of those issues. He outlined all of the work that had to be done, and I mailed a copy of his receipt to the Cabinet and Granite Depot on August 11, and I mailed a copy of that documentation to the BBB as well. That letter and the plumber's detailed is further evidence that we have been trying to contact the company and get this issue resolved for months. 

  In summary, we paid three bills to the plumber. On the visit to reconnect the plumbing and dishwasher, the plumber was only able to reconnect the faucet due to the faulty cabinet installation described above as well as in my letter to the company in August. We fully expected too pay two bills to the plumber. The $270 expense that we are disputing is for a plumbing work that would not have been needed if the cabinets had been installed correctly in the first place. 

  Please let me know if any further documentation is needed, but we are absolutely not in agreement with the company's response. 

   

  
  
  Regards,
  
  
  
  ***** ********
  
  

  h it back in place.
  
  We have contacted The Cabinet and Granite Depot on multiple occasions, but each time we call, we are told either that someone would return our call or the call went straight to voicemail with no response. We have spoken to a **** and ***** (spelling?) among others, and I also sent a detailed letter on August 16th along with the copy of the last bill from the plumber with no reply.
  
  We are requesting a reimbursement of $270.00, the cost of the third bill from the plumber. The plumber has been paid in full from us for all three visits.
  
  I will send a copy of the bill from the plumber as well as a copy of the letter that I sent to the company via regular mail as I do not have them saved on this computer.

  Business Response

  Date: 11/04/2022

  In response to complaint #********* We are not certified plumber and do not offer any type of plumbing services as a company. The original service was a revisit to take care of a fissure in the existing top that was not caused by our company, as a courtesy we took care of the repair in order to help this customer and did not hear from them for a few months until this recent complaint to pay a plumbing bill in which we are not obligated to pay as we did not agree or set up the service to take place, this will be under further review with our company to be resolved.