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:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On 10/13/21, we placed an order at Wheeling Distribution Center (WDC) for new cabinets and counter tops totaling around $53,000, that would come from both WDC and *********. On 1/26/22, WDC let us know that our cabinets were in and they would store them until they were delivered by WDC on 4/15/22 to our new house. We installed the cabinets between May and June. While unboxing the cabinets we noticed a lot of poor workmanship on many of the cabinets. Some of the doors were coming apart at the joints, discolored, drawers/doors were not lining up together and the drawer dove joints were coming apart as not assembled properly, warped and also had mold on them! The cardboard boxes that the cabinets came in, did not have any damages (water or otherwise) that was noticeable. And when WDC came and removed all the moldy cabinets in the middle of July, we have noticeable mold stains on our floors where the cabinets were sitting, it came up once we cleaned it, but now we are very worried that our walls are contaminated. WDC is avoiding liability and said that the mold came from our house. However, we literally just finished the construction of our home that we began building in October and completed the drywall the first part of May. We have no mold or moisture/water anywhere in our new home and other cabinets that we installed do NOT have any damage and/or mold. On WDC's website they offer workmanship warranty and say that their business is fully licensed and insured. We really feel like they need to correct this issue and get the cabinets replaced for us or refund our money. Can you please help us get a resolution? Attached are multiple pictures of the cabinets and invoice showing that we already paid $50,000. If you need anymore information, please contact us.

  Business Response

  Date: 08/24/2022

  The customer did purchase cabinets from WDC.  We received a call that a couple of the drawers were not properly attached.  We contacted our ********* rep and scheduled him to come to their house and look at the cabinets.  They noted the problems with the doors and we were in the process of ordering new doors.  This is the time when the mold issue was brought up and our rep said that there is no way that the mold came from their factory.  As was stated by the homeowner the cardboard boxes they came in had no moisture damage.  I am not sure where they stored the cabinets the month prior to installing the cabinets.  The homeowner left out a very important part of this issue.  The homeowner contacted a mold specialist company to come to their house and inspect the cabinets and their house.  Myself and my sales person went to the homeowners house at the time of the appointment with the specialist.  After the specialist inspected their house with their equipment, the gentleman came out and spoke to the homeowner.  The first question he asked her was did you install the cabinets directly on the concrete floor.  She replied yes, they would have nullified their laminate flooring warranty if they installed the cabinets on them.  This is a known thing not to do.  The specialist then told the homeowner that his monitors were pegging at 999 and it should be around 230.  He concluded that the house was the problem for the mold issue.  The homeowner was going on vacation the following day for two weeks.  I told her I would pick up the cabinets and store them until they returned home.  Upon return from vacation we scheduled the delivery of the cabinets back to the homeowners.  The day prior to us delivering them, the homeowner called and said hold off on delivering them until he was ready for them.  The homeowners need to contact the mold specialist company that they hired and remedy their issue and turn the loss into their homeowners insurance.  

  Business Response

  Date: 11/04/2022

  We have contacted the homeowners and our cabinet rep.  We have set a meeting of all parties next Wednesday to discuss the cabinets.  I will inform you of the outcome after the meeting.

  
  Thank you,
  
  **** ********
  Wheeling Distribution Center

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the 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.
  
  We (Mike & Terri) met with Wheeling Distribution (Tony – Owner & Chris -  WDC Sales Rep) and the Sales Rep from ShowPlace Cabinetry on Wednesday, Nov 9, 2022 @9am at WDC.  We discussed the situation about our cabinets with the Sales Rep from **********  He thought that our situation was taken care of until recently, when Chris called him about coming for a meet with us.  He said that he would talk it over with his boss, and also with Tony from WDC, and get back with us on a couple of options.  He said that he would find out how soon our cabinets would go into production to replace all the cabinets, if that is what we choose to do. Or if we just wanted our money back for all the cabinets.  They will contact us within the week with all the details. 
  
  Regards,
  
  ****** *******