ComplaintsforTennessee Designs

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/29/23, 50% deposit - work started 2 months later. The price breakdown for countertops,flooring, backsplash..etc isn't entirely the client to use for those items. Always said that's extra, found that out later in the process. DO NOT TALK TO SUBS ...(in contract)This kitchen remodel has been a nightmare for me. When demo started contractors didn't protect appliances and flooring. Tennessee (owner) was aware of this. There were several subs that took pride in their job. R. Tennessee talked down to me, several times. I was told he was head n**** in charge and there could not be 2 chiefs on this project. I ask alot of questions even though the process wasn't complete. I felt I was too far in the project meaning money given to him that I had no choice but to continue in order to get them to finish the job. Subs came out multiple times bc of mistakes -Electrician 4 , drywall 4 , flooring 3 . Next big payment of 45% due when flooring get laid down, Tennessee had demo guy taking out sink,framing guy, and flooring all at the same time. R. Tennessee was just placing cabinets, in wrong places and flooring had to come back out to repair missing floor bc of this. New floors scratch, refrig and front door dented. I could see I wasn't going to get what I entirely wanted and had to settle for things they did wrong. Tennessee and myself had words and he refuse to come back and started sending his project mgr instead. I withheld **** bc I knew something wouldn't be right and next week I received text message project on HOLD until I pay that ****. Flooring in which I paid extra, still haven't received my receipt for what I paid for. Now they framed a window into a cabinet, cabinet too large questioned it - ignored. Why do it, if WRONG . Now they have to order a wall cabinet, wanted a corner cabinet. 25 yrs in business? Still need shelves for appliance pantry, utensil tray, adjustment of cabinets, replace corner cabinet, finish painting, siding outside, countertop uneven.

  Customer response

  12/12/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have always been in contact withTennessee Designs regarding complaint ID ********, but issues have yet to be resolved.
  
  Regards,
  
  *****************************
  

  Business response

  12/12/2023

  Thank you for reaching out in this matter.

   

    First, we would like to start off by saying, Thank you for the opportunity to do your project. Here at Tennessee Designs, we go above and beyond in making sure our customers are satisfied. The project in question is Mr. ** and *****************************, at ************************************************************* 

  As stated on the contract that was signed by the customer, there is a 50% deposit due in the beginning of signing the contract. This is for the purchase of materials, cabinets, flooring, and trade rough-ins. 

  We did not receive the 50% deposit that was required in full. We received  on 06/29/2023 and the remaining half of the 50% the following week. We did not start the project until the cabinets were ordered and shipped because we did not want to have the customer without a full working kitchen, that the customers knew upon signing the contract. 

    We always supply our customers with the breakdown of the costs. The breakdown of the costs includes materials and labor, so the customers can't use the entire cost of the materials because the labor is included within that breakdown. 

    Also stated in the contract that was signed by the customer that if the customer were to go over what wasn't included within the original contract, that it would be considered a Change Order, which will add additional costs as well as more time to the project. 

    Also stated in the contract that was signed by the customer not to communicate with the subcontractors regarding their project and to communicate with the Project Manager or the owner, which the customers continued to do so. I have this in my contract due to customers giving the subcontractors more work outside of the original contract, which Tennessee Designs would be responsible for the costs, the customers hiring subcontractors to do other jobs behind my back, and/or something would go wrong and Tennessee Designs would be blamed. That is why I express to every customer that if they have any questions, concerns, issues to communicate to the Project Manager or owner. 

    Every subcontractor will come back to the job multiple times. To see the job, rough-in the job, trim out the job, and correct any issues that need to be corrected until the customer is satisfied. 

    Also stated in the contract that was signed by the customer is the 2^nd installment payment of 45% that is due once the flooring is installed. We did not receive the full 45% that was due per the signed contract. 

  We also scheduled a few subcontractors at a time, we did this because some were not working in the same area at the same time, and also due to the fact that Mr. and ********************* expressed daily from the beginning of the project insisting that they wanted the project over and further to hurry the job on.

    Tennessee Designs did not permanently place the cabinets, we temporarily set the cabinets for two reasons. The Luxury Vinyl Planks were being installed and you don't set them underneath cabinets, and two, the countertop contractor was coming the very next business day, to measure for the countertop template. Something that we do on every job. 

  My Project Manager has always been a main part of every job including this project and has been on the job daily since the contract was signed. The Project Manager and ********************* communicates on a daily basis and has had an open and understanding relationship since the project started. 

  Tennessee Designs provides credits and warranties at the end of the job with every job that we have. This has been the 1^st issue we have had with any customer requesting the documents in the middle of the job and it was told several times to ********************* that we will provide all of the requested information to her at the end of the project and provided with all the closeout paperwork.

  Tennessee Designs did not frame a window into a cabinet. The custom trim was added around the window. That is why one of the two corner cabinets that the customer received did not work. ********************** came up with the solution of not having two corner cabinets, but one corner left cabinet and install a wall cabinet with one door that the customers agreed on and approved.

  Here at Tennessee Designs we never ignore our customers' questions or concerns. We have always addressed any issue with the customer. We are still contracted with the customer and is still currently working inside the home, and it still includes the installation of the wall cabinet, installing pantry shelves, utensil draw organizer, and the final punch list items that was discussed and walked through by ********************* and the Project Manager. 

  Here at Tennessee Designs, we have never talked down or disrespected any of or customers. We have always completed a project, and never has a complaint ever been filed to the Better Business Bureau or any other organization before. We apologize that this has been a nightmare for you. We look forward to completing the project and have pictures of the before and after transformation. If you have any questions, please feel free to contact our office at ************.

   

  Tennessee Designs

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Work has not been completed with the issues involved in the kitchen remodel.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  01/01/2024

  Tennessee Designs has reviewed the denial. Again, we apologize that the customer is not satisfied with the work that is being done. However, we are still under contract with the customer, and we are waiting on the one wall custom cabinet to be re-installed. Once we re-install the wall cabinet, we will correct the outside window trim, cabinet crown molding, and paint. Those are the only remaining items within the contract that has to be completed. Again, we have communicated all of this with the customer.

  Customer response

  01/02/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

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