Complaints

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 6, 2023: Entered contract. Price: $27,680. Contract approximated completion by July *****, 2023."June 7: We paid: $1,000 down payment and $13,340 material-order payment. July 11: We paid: $6,670 jobsite-start payment. (We'd have paid earlier if the work had started.)Scope: Kitchen: reface existing cabinetry, build new cabinetry. Corridor: enclose to create space for more cabinetry. 1st and 2nd bathrooms: remove casing on doorways. 1st bathroom: build custom divider, replace countertop/sinks, install customer-provided medicine ********************. All related drywall and paint. Overall cleaning.Aug 8, Aug 28, and Sep 30: We traveled from ******* to ************, each time led to expect a completed job. The work wasnt done, and our condo was a shambles. Expenses: $3,991.July-August: He proposed new ideas for our job, and we accepted some (documented in back-and-forth emails). Aug 18: We requested an addendum to the contract. He emailed, I didnt add anything to the contract for any of the additional items you requested. In a phone call, he said he was not charging in recognition of delays and our canceling the countertops/sinks.Aug 21: He requested and we paid $5,000 of the final payment. He said he needed it for materials to finish the job, including the new items mentioned above. We had now paid $26,010.After Sep 30, we never heard from the contractor. Oct 10: We emailed to terminate the contract and request an estimated $10,000 refund.Oct 19: His attorney replied, offering $5,330.Nov 6: We further explained the $10,000 and supplied pictures. His attorney rescinded the Oct 19 offer and said our claims re oral change-orders are without merit. We said we wouldnt have paid the $5,000 if not for the changes. And we showed the significant list of outstanding items from the original contract (now including the expensive countertops). January-February 2024: We hired other contractors to finish some of the work ($4,038) and did some of it ourselves.

  Business response

  04/09/2024

  Built By Design Cabinets **** (****) completed all work under the contract except for a partition wall because ************************ and ************ stated in an email dated October 10, 2023, that ************************ and ************ removed **** "from the project and demand[ed] payment of $10,000 as a credit on [your] credit card within 72 hours.".  The additional work requested was not contracted for and was not paid for.  Pursuant to the contract all changes had to be in writing.  The additional work that was done was not paid for and was not done in writing.  **** is still owed $1700 on the original contract for work it did .  The claims for travel expenses are not damages covered by the contract because ************************ and ************ breached the contract by not allowing **** to finish the work.  Additionally, the property sustained damages after Hurricane ******* in August of 2023 which necessitated the visits by ************************ and ************ to review the damage from the hurricane and progress of damage repair.  **** ability to complete the work under the contract and additional oral work that was not contracted for or paid for was severally impacted by the damage sustained to the property from the hurricane.  

   

  Customer response

  04/15/2024

   I am rejecting this response because:
  

  BBB Complaint ********
  Response to Built by Design Cabinets
  April 14, 2024 – 5 pages
  Here are our responses to the statements relayed to us on April 10 from Built by Design Cabinets (BBDC). BBDC’s statements are the numbered items in bold. Our responses are the bullets. Any text in [brackets] are my inserEon of comments on the quoted discussion. Uploaded along with this response are these pdfs: • “BBDC email ‘We Owe You’ 8-17-23” (documents the change-order) • “Emails and texts” o Pages 1-2: email Aug 17-24 o Page 3: texts Aug 19-29 o Pages 4-6: email Aug 31 – Sep 18 o Page 7: texts Sep 19-21 • “Receipts – BBDC, other contractors, unnecessary travel” o Pages 1-4: $26,010 paid to BBDC o Pages 6-10: $4,038 paid to other contractors to complete the job le` undone by BBDC o Pages 11-37: $3,991 for three trips to Palm Springs based on being told the work would be complete; it was not complete, and our apartment was uninhabitable) 1. “Built By Design Cabinets Inc. (BBDC) completed all work under the contract except for a parAAon wall …” o Uncompleted work from the original contract, not including other work discussed in change-order (see our response to BBDC’s statement 3) and via email, includes (verbaEm from contract): § New custom divider unit to customer approved drawings. [described by BBDC in main bullet above as “parEEon wall”] § Remove exisEng top in primary bath and replace with new quartz top with a 3”- 5” drop to raise overall height, new sinks included. [This was removed from the contract by mutual agreement.] § Install customer provided medicine cabinets where requested. [these were provided to BBDC] § Clean-up. Upon completion of the work, contractor will remove debris and surplus material from owner’s property and leave it in neat and broom-clean condition. 2. “… because Mr. ********** and Mr. **** stated in an email dated October 10, 2023, that Mr. ********** and Mr. **** removed BBDC ‘from the project and demand[ed] payment of
  $10,000 as a credit on [your] credit card within 72 hours.’” o BBDC failed to complete the job despite repeatedly extended deadlines. In the two months prior to October 10, it had completed very ligle work.
  § The contract said, “The approximate date when the work will be completed: July 10-14, 2023.” We removed BBDC from the project three months a`er that date. § BBDC then commiged to complete the work before we traveled to Palm Springs on August 8. See text conversaEons with ***** ******, BBDC, in “emails with agorney and contractor.pdf,” uploaded with our original BBB complaint: • (Scog, July 25): “What did you think of our proposal of coming to PSP on Aug 8 to see your finished work and make our final payment?” • (*****, July 25): “August 8 works great for us.” • (Scog, July 26): “We assume we’ll be able to say in our condo at that
  Eme. There’s a possibility that the best flight for us gets us to PSP late on Aug 8, which means we could see you Aug 9. Would that also be OK?” • (*****, July 26): “That works as well.” • (Scog, August 4): SEll on track to be complete before we get there?” • (*****, August 5): “SEll pregy much on schedule.” • (Scog, August 8): “What *** will we see you tomorrow?” • (*****, August 8): “I’ll be there around 10 am.” § BBDC then commiged to complete the work before we traveled to Palm Springs on August 28. See text conversaEons with ***** ******, BBDC, in the same document cited above: • (*****, August 18): “Hey gents, new final pics are here. We are down to the short list we discussed yesterday. You should have gogen an official email with the punch list on it from our system. The remaining items are nearly all agached to the change items we didn’t charge addiEonal for. [He said in a phone call that he was not charging us addiEonal in recogniEon of the delays to the job and the cancelaEon of the countertops and sinks.] With that said, it would be really helpful if I could
  collect a parEal final payment. … if we collect a payment of $5,000.00 this will get everyone paid up [referring to his workers] and leave a balance of $1,670 that I’ll collect when you guys get here and we do the walk through.” [This text was on Friday, August 18; I needed *** to make funds available; we paid $5,000 on August 21.] § Following our last texts with ***** on September 22 and 24 (see same document cited above), we never heard from him or BBDC again (unEl we heard from his agorney following our October 10 email). In those September 22 and 24 texts, ***** said his workers would be at our condo on September 26, and we said we were traveling to Palm Springs on September 29. When we entered the condo on September 30, we saw that nearly nothing had been done since our August 28 visit. ***** knew we were in Palm Springs, but he never came to the condo, called us, or texted us. A`er 10 days of no contact, it seemed he had abandoned the job, and we emailed to remove BBDC from the project. 3. “The addiAonal work requested was not contracted for and was not paid for. Pursuant to the contract all changes had to be in wriAng. The addiAonal work that was done was not paid for and was not done in wriAng.” o For a list of the “addiEonal work” in quesEon, see, within our original BBB complaint, “***** Comparison,” a pdf-print of a speadsheet. o August 17: BBDC emailed us a change-order recognizing/accepEng the addiEonal work. See “BBDC email ‘We Owe You’ 8-17-23,” uploaded with this response. § Subject line, “We Owe You!” § Text includes: • “… we've made a few promises to you and we are in the process of
  assessing your change order right now. Below you will find a summary of your change order details.” • “Here’s your change order details: … DescripEon: Install bathroom divider cabinet, install shelving bathroom hallway; install guest room cabinet; build and install entry way cabinets (client provided); build and install closet cabinets (client provided); bathroom mirror install when it arrives; bathroom light fixture install w/ mirror; install closet air gates” o August 18: We emailed to discuss financial impact of the change-order. See “page 1-2 of emails and texts,” uploaded with this document. § We wrote: “Two quesEons: A. What’s the cost of the change-order items less the items we dropped? B. Next payment: I’ve arranged for the final payment amount to be available on the credit card by when we see you on Aug 29. We’re open to paying some money in advance of that in recogniEon of the price from quesEon A as those items are completed. For example, we are willing to pay you now for 1a and 1b.” [“1a and 1b” refer to a list of remaining work, including items beyond the original contract. This list was included in many emails with *****.] § ***** replied, “I didn’t add anything to the contract for any of the addiEonal items you requested.” [Based on context and based on BBDC’s August 17 email (see “BBDC email ‘We Owe You’ 8-17-23,” uploaded with this response), it seems he was saying he was not adding any price, and it does not seem he’s saying that he didn’t agree to the work.]
  o We had many emails back and forth with ***** that included the below. ***** never disputed a single item. Most, if not all, of the items included in these emails were items in the change-order BBDC sent us on August 17 anyway. § a list of outstanding items, including the “addiEonal work” (See page 3 of “emails with agorney and contractor,” which was uploaded with our original complaint. This list was emailed many ****, evolving to show what was completed, what remained, what could wait unEl a`er the floors were finished by another contractor, etc.) § plans for guest room cabinets § plans for shelving in bathroom hallway § plans for entry way cabinets 4. “BBDC is sAll owed $1700 on the original contract for work it did.” o We paid BBDC far more than the worth of the work completed. o BBDC le` our home in much worse shape than when it began its work. Even before the hurricane, our home was uninhabitable. o We have spent months of our *** screening, hiring, and managing other contractors to complete the work, and that can never be as cost- or Eme-efficient as having it done by the original contractor. o BBDC and its agorney have cost us so much *** and aggravaEon by prolonging this argument. It’s now six months since we removed them from the job.
  5. “The claims for travel expenses are not damages covered by the contract because Mr. ********** and Mr. **** breached the contract by not allowing BBDC to finish the work.” o BBDC had had three months a`er the estimated date of completion before we removed BBDC from the project. See our response to item 2 above.. o BBDC repeatedly made and broke promises to complete the job. For example, when we were in Palm Springs Aug 28-30 (but staying offsite), § Aug 29: We had an on-site meeEng with ***** that morning. He said nearly everything was going to be completed that day or the next. No worker
  showed up that day. § Aug 30: ****** (one of ******* workers) arrived around 12:30 pm with cabinetry that had not been completed to specificaEon. He le` and no other worker showed up that day. o We removed BBDC because of the immediately above and because BBDC essenEally abandoned the job. See the last sub-bullet in our response to item 2 above. 6. “AddiAonally, the property sustained damages a\er Hurricane Hillary [sic] in August of 2023 which necessitated the visits by Mr. ********** and Mr. **** to review the damage from the hurricane and progress of damage repair.” o Travel August 8-10: Hurricane Hilary had not yet occurred. (BBDC reimbursed our hotel, but there were sEll the expenses of air, car rental, and dog boarding.) o Travel August 28-30: UnEl we arrived at the condo on August 29, we weren’t aware that it had been damaged by the hurricane. We came expressly to see the project that was promised to be finished by our arrival. See the conversaEons documented in our response to item 2. o Travel September 30 – October 8: Again, we came expressly to see the work that was promised to be finished by our arrival. See the conversaEons documented in our response to item 2. This Eme, we were not expecEng a compleEon of the enEre project. See our response to item 7. (For this trip, we’re holding BBDC responsible for only the airfare. Our home insurer reimbursed our lodging and dog boarding, and there was no car rental.) o These trips were not to “review the … progress of damage repair” because hurricanerelated repair didn’t start unEl late October, and we traveled separately to Palm Springs or that. 7. “BBDC ability to complete the work under the contract and addiAonal oral work that was not contracted for or paid for was severally [sic] impacted by the damage sustained to the property from the hurricane.” o The contract esEmated the work to be completed July 10-14. o We were subsequently promised the work would be completed by August 8 and traveled accordingly. The work was not completed. o The hurricane happened ~ August 21. o In our emails and texts between August 21 and our August 28 arrival in Palm Springs, there is no menEon of the hurricane, which makes us wonder if ***** even planned or agempted to go to our condo during that Eme. See pages 1-3 of “emails and texts,”
  uploaded with this response. o August 29: When we came to the condo, we discovered that BBDC had done next to nothing since August 8, and we discovered the hurricane damage. When we met *****
  at the condo, he seemed as surprised as we were by the hurricane damage. o Following the hurricane, we updated the list of remaining work to indicate tasks that could be completed regardless of the impending hurricane-related repairs. See the green items on page 3 of “emails with agorney and contractor,” which was uploaded with our original complaint. We did everything we could to accommodate BBDC, and they sEll didn’t do the work. § As menEoned above • Aug 29: We had an on-site meeEng with ***** that morning. He said nearly everything was going to be completed that day or the next. No worker showed up that day. • Aug 30: ****** (one of ******* workers) arrived around 12:30 pm with cabinetry that had not been completed to specificaEon. He le` and no other worker showed up that day. § Between August 31 and September 21, he again promised to complete the green items. See pages 4-7 of “emails and texts,” uploaded with this response. When we returned on September 30, no work had been done. o Given the rate things were gewng (not) accomplished, the great deal of effort we had to make to even get him to communicate (I could show more texts of our chasing him), our accommodaEng BBDC by updaEng the list of remaining work to indicate tasks that could be completed regardless of the impending hurricanerelated repairs, the failure to do even that work over another month (all of September), and other broken promises, the hurricane was not the reason BBDC didn’t complete the work. Summary BBDC’s statements are baseless. It has not acted in good faith. Our desired seglement is strictly for our hard costs and doesn’t even begin to account for our Eme, aggravaEon, delayed enjoyment of the home we bought in May 2023, so many lost opportuniEes, and the duress caused by BBDC’s threats (see below). We have tried in good faith to conclude this for six months, beginning with our October 10 email to remove BBDC from the project and request a seglement. BBDC has not acted in good faith. On more than one occasion, BBDC’s agorney threatened us with filing a claim of extortion (ciEng the associated penalEes and jail Eme) because we said that if we could not segle this we’d file a claim with the California Contractor’s State License Board. See pages 18 and 20 of “emails with agorney and contractor” uploaded with our original complaint. Desired settlement: Refund of $8,029 ($4,038 paid to contractors to finish the work BBDC didn't do plus $3,991 for our three trips to Palm Springs based on the contractor telling us the work would be finished).
  

  Business response

  04/15/2024

  Complainant's attachments prove the point previously made concerning additional work demanded, not contractor for and not paid for.  Complaint lists items such as  "9.Supply and install new mirror"; "10. Install customer - supplied light fixture"; "13. Cabinet (built into end of enclosed hallway)"; "14. Power at top of cabinet and electrical outlet below"; "15. Hang customer - supplied light fixture"; "16. Assemble IKEA cabinet" ; and "17. Skin on inside of front door."  All of these items were not in the original contract, not paid for and not added to the contract as a "Change Orders".  The only items that were in the original contract were number 4,7  and number 21 cleaning.  The amounts allegedly paid by Complainant to complete these tasks is less than the $1700 remaining under the contract.  These were not completed because Complainant threw **** off the job and never paid all amounts owed under the contract. 

  Customer response

  04/17/2024

   I am rejecting this response because:
  BBB Complaint 21540995
  Response to Built by Design Cabinets
  April 16, 2024 – two pages
  Complainant's attachments prove the point previously made concerning additional work demanded, not contractor for and not paid for. Complaint lists items such as "9.Supply and install new mirror"; "10. Install customer - supplied light fixture"; "13. Cabinet (built into end of enclosed hallway)"; "14. Power at top of cabinet and electrical outlet below"; "15. Hang customer - supplied light fixture"; "16. Assemble IKEA cabinet" ; and "17. Skin on inside of front door." All of these items were not in the original contract, not paid for and not added to the contract as a "ChangeOrders". The only items that were in the original contract were number 4,7 and number 21 cleaning. The amounts allegedly paid by Complainant to complete these tasks is less than the $1700 remaining under the contract. These were not
  completed because Complainant threw BBDC oZ the job and never paid all amounts owed under the contract. BBDC’s above statement seems to be looking at “***** Comparison” (uploaded with my
  original complaint) but not “BBDC email – We Owe You – 8-17-23 (uploaded in my April 14, 2024, response). The “BBDC email …” is a change-order, issued by BBDC. BBDC’s position is based in great part on its claim of a lack of a change-order, but there it is, documented in that email. I’ve updated the “***** Comparison” and uploaded it along with today’s response. My updates are as follows: • I highlighted in green the two items under “Removed by mutual agreement,” and I assigned a value, also highlighted in green, in the final column. This is a very low price for these items, but I chose it to match the “$1700 remaining under the
  contract” (which is actually only $1,670). • I highlighted in yellow the items that are listed in the change-order.
  o Whenever we discussed item 13 with *****, it included item 14. It isn’t spelled out in the change order, but it was discussed in emails back-andforth with *****, and he never disputed it. • I highlighted in pink our direct costs to complete the below items: o marked by an X under “Included in the original contract” o marked by an X under “Added at no cost by mutual agreement” AND highlighted in yellow because it appears on the change order. § The change-order supports all but $200 of our claim of $4,048 for construction-related costs. Item 17 isn’t spelled out in the change order, but it was discussed in emails back-and-forth with *****, and he never disputed it. • That supports our claim of $4,038 for construction-related costs. The $3,991 for the three unnecessary trips to Palm Springs remains unchanged. Interestingly, BBDC’s above statement doesn’t even try to refute my detailed statements in my April 14 response to BBDC’s April 10 response. Besides its incorrect statement that there was no change-order (I proved otherwise in my April 14 statement and again above), all it says is, • “These were not completed because Complainant threw BBDC oZ the job …” o Not true. See item 2 in my April 14 response. • “… and never paid all amounts owed under the contract.” o BBDC isn’t entitled to full payment for a job it had every opportunity to complete but didn’t, despite its repeated promises. Moreover, BBDC takes no responsibility for • its repeated failures to complete tasks when promised; • its lack of response to emails, texts, and calls; • the shambles in which it left our home; • the inferior quality of some of the work it did complete; • taking an advance on the payment that was due when all work was complete and then doing hardly any more work; and • all of our time, aggravation, lost opportunities, and loss of enjoyment of our new home, which is worth way more than the $8,029 we’re expecting.
  I think I’ve done a very thorough job of stating and supporting our position, and I look forward to BBB’s intervention.
  Thank you,
  ***** **********
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kitchen remodel started 1/29/24 promised 1 week to complete we are into 8 weeks missing 2 sink doors kitchen island bead boards destroyed my hard wood floors. Back splash needs to replaced. Wont return calls. Little touch up areas that need to be completed.

  Business response

  03/15/2024

  I am the attorney for Built By Design Cabinets **** ("BBDC") and I have been asked to respond to this complaint.  **** was onsite to on March 15, 2024 to finish the cabinets and repaird the wooden floors.  Some of the flooring issues were unable to be resolved and **** is consulting with a flooring expert to determine how the damage occurred and what repairs can be made.  **** will be in contact shortly to arrange additional repairs for the floor.  

  Customer response

  03/19/2024

   I am rejecting this response because:
  They still have to to replace back splash because it was installed incorrectly. ***** came to my house Saturday 17 ******************************************************************************************************** law that he would replace back splash. He said they cant start monday because of the holiday. He said work will start on Tuesday. After that I called to see whats going on he wont respond to phone calls emails nothing since then like a month now.  He gave me his word like a man that he wanted us happy. Your his attorney dont you see complaints on yelp how he operates. Plus cabinets are guaranteed for life I would also like documentation on that. I JUST WANT BACK SPLASHED REPLACED BEFORE FLOORING BECAUSE INKNOW YOU WANT TO DO FLOORING TO CLOSE CASE. IM NOT STOPPING. Before back splash was 30 percent done my mother in law told the ***** the worker to stop back splash because it was being installed incorrectly. He said he talked to his boss and his boss said to continue. So I would like ***** boss to remove it. 
  
  

  Business response

  04/04/2024

  This job was completed in full.  The minor floor damage was repaird at Built By Design Cabinet's expense.  The clients wanted the backsplash replaced.  However, they chose the color and type of materials to be installed.  Built By Design Installed the materials correcly pursuant to the contact.  Therefore Built By Design Cabinet's consider this matter closed.  

  Customer response

  04/04/2024

   I am rejecting this response because:
  
  
  Ok ********************* floor damage it was a tear on my hard wood flooring. The back splash installed is for a barbecue grill or accent wall. As a business owner you have to tell us that should not go in kitchen area. You came to my home 2/17/24 and told me and my wife mother in law that you would replace because you wanted us to be satisfied. Plus backsplash was installed incorrectly with your employee ***** who was a nightmare to work with. You Kaleb as that how you work not responding to calls. Not answering me like a man and tell me you werent going to replace. Told me you where in ********** and you where in hospital. FYI thats a good one. Plus where is my lifetime warranty because looking at work I know Ill have future problems with cabinets. 
  

  Customer response

  04/11/2024

  Clarification is that when ***** came to my home to discuss kitchen remodel the contract states cabinets come with lifetime warranty. But since I complained about the back splash I never received a final walkthrough making sure everything was to my standards and we can sign off. So I havent received documentation and backsplash is terrible. They dont respond to phone calls only when I threatened to report to BBB.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install was completed 10/14, about 2 weeks late. Install went fairly well. The project was completed less the proper hardware for several of the cabinet doors. Upon completion the foreman said I needed to sign off on the project completion, which is required for final payment, I said they are very prompt expecting payment but not so much on competing the project. He said he would take all of the cabinets with him if I didn't sign the proof of completion document. The foreman assured me he would bring the hardware the following Monday morning. I've been texting and calling the owner and his office without a firm commitment. I was told on multiple occasions they would take care of it and the hardware was received. I tried calling again today with no answer.

  Business response

  12/15/2022

  Dear Ms. ******** and Mr. ******:

  My client, Built By Design Cabinets, Inc., (“BBDC”) forwarded the complaint made by Mr. Kevin ****** to the Better Business Bureau (“BBB”) for investigation and response.  The purpose of this letter to provide a response to Mr. ******’ complaint.

  This matter was forwarded to my attention because of the mischaracterizations made in Mr. ******’ complaint with the BBB.  The complaint forwarded by BBB to BBDC was as follows: 

  “Customer’s Statement of the Problem:

  Install was completed 10/14, about 2 weeks late. Install went fairly well. The project was completed less the proper hardware for several of the cabinet doors. Upon completion the foreman said I needed to sign off on the project completion, which is required for final payment, I said they are very prompt expecting payment but not so much on competing the project. He said he would take all of the cabinets with him if I didn't sign the proof of completion document. The foreman assured me he would bring the hardware the following Monday morning. I've been texting and calling the owner and his office without a firm commitment. I was told on multiple occasions they would take care of it and the hardware was received. I tried calling again today with no answer.

  Desired Settlement:

  Finish the Job”

  The complaint made by Mr. ****** contains a number of incorrect statements.  To begin with, BBDC finished the job.  All cabinets have been installed.  All hardware has been installed.  The only outstanding issue was four soft close hinges that have been unavailable due to supply chain issues.  Regular hinges were installed on the subject cabinets and Mr. ****** was informed of the issue and told that as soon as the hinges became available, they would be replaced.  Mr. ****** has received regular updates regarding BBDC’s efforts to obtain the soft close hinges. 

  Mr. ****** also knowingly makes the false statement that the foreman told him they would take the cabinets if Mr. ****** did not sign the “proof of completion documents.”  This office has investigated this allegation and found it to be untrue.  Every BBDC employee knows that in the case of non-payment for any reason, this office stands ready and able to ensure that payments will be made for completed work.  Therefore, any documentation that would need to be signed by an owner is irrelevant and only for the owner’s records.  An owner’s refusal to sign paperwork does not have any bearing on enforcement of the construction contract.  We have also made inquiries with the employee in question and have determined that the statements were not made. 

  Mr. ***** Walden with BBDC had a telephone conversation with Mr. ****** on December 14, 2022 regarding the complaint made to the BBDC.  Mr. ****** reiterate to Mr. ****** that the search for the soft close hinges was ongoing but BBDC’s suppliers were still waiting for shipments of the hinges.  Mr. ****** was extremely aggressive in his tone and shouted at Mr. ****** calling him a “Fat Boy” and challenging Mr. ****** to come to Mr. ******’ house.  Mr. ****** and this office consider Mr. ******’ statements to be threats of violence.  As such for the safety of BBDC’s employees, BBDC cannot perform further work on Mr. ******’ property.  If and when BBDC is able to locate the hinges, they will be forwarded to Mr. ****** who can install them himself or hire someone to do it for him. 

   

  Business response

  12/15/2022

  Dear Ms. ******** and Mr. ******:

  My client, Built By Design Cabinets, Inc., (“BBDC”) forwarded the complaint made by Mr. Kevin ****** to the Better Business Bureau (“BBB”) for investigation and response.  The purpose of this letter to provide a response to Mr. ******’ complaint.

  This matter was forwarded to my attention because of the mischaracterizations made in Mr. ******’ complaint with the BBB.  The complaint forwarded by BBB to BBDC was as follows: 

  “Customer’s Statement of the Problem:

  Install was completed 10/14, about 2 weeks late. Install went fairly well. The project was completed less the proper hardware for several of the cabinet doors. Upon completion the foreman said I needed to sign off on the project completion, which is required for final payment, I said they are very prompt expecting payment but not so much on competing the project. He said he would take all of the cabinets with him if I didn't sign the proof of completion document. The foreman assured me he would bring the hardware the following Monday morning. I've been texting and calling the owner and his office without a firm commitment. I was told on multiple occasions they would take care of it and the hardware was received. I tried calling again today with no answer.

  Desired Settlement:

  Finish the Job”

  The complaint made by Mr. ****** contains a number of incorrect statements.  To begin with, BBDC finished the job.  All cabinets have been installed.  All hardware has been installed.  The only outstanding issue was four soft close hinges that have been unavailable due to supply chain issues.  Regular hinges were installed on the subject cabinets and Mr. ****** was informed of the issue and told that as soon as the hinges became available, they would be replaced.  Mr. ****** has received regular updates regarding BBDC’s efforts to obtain the soft close hinges. 

  Mr. ****** also knowingly makes the false statement that the foreman told him they would take the cabinets if Mr. ****** did not sign the “proof of completion documents.”  This office has investigated this allegation and found it to be untrue.  Every BBDC employee knows that in the case of non-payment for any reason, this office stands ready and able to ensure that payments will be made for completed work.  Therefore, any documentation that would need to be signed by an owner is irrelevant and only for the owner’s records.  An owner’s refusal to sign paperwork does not have any bearing on enforcement of the construction contract.  We have also made inquiries with the employee in question and have determined that the statements were not made. 

  Mr. ***** Walden with BBDC had a telephone conversation with Mr. ****** on December 14, 2022 regarding the complaint made to the BBDC.  Mr. ****** reiterate to Mr. ****** that the search for the soft close hinges was ongoing but BBDC’s suppliers were still waiting for shipments of the hinges.  Mr. ****** was extremely aggressive in his tone and shouted at Mr. ****** calling him a “Fat Boy” and challenging Mr. ****** to come to Mr. ******’ house.  Mr. ****** and this office consider Mr. ******’ statements to be threats of violence.  As such for the safety of BBDC’s employees, BBDC cannot perform further work on Mr. ******’ property.  If and when BBDC is able to locate the hinges, they will be forwarded to Mr. ****** who can install them himself or hire someone to do it for him. 

   

  Customer response

  12/16/2022

   I am rejecting this response because: it is not a true statement. There are only 2 people that were in my home at the time the Forman gave me the documents to sign. At the time he gave me the documents he was informing me they were missing the correct hinges. He said he would be back on Monday to install. I initiated contact with ***** ****** on Oct 27 at 5:19PM, he responded "OK, I'll ask ***** about it and get it scheduled', that was nearly 2 weeks after they finished installation and the first contact post installation.  Since that communication the next event was Nov 2 and then Nov 12. It's been 2 months since the majority of the installation was completed and not once did the business owner or anyone connected with the business initiate communication, not once. I would be happy to submit the text and phone records. Included in the text is a note from ***** stating they received the hinges on Nov 29 "***** Said it all arrived today". 

  
  

  As for the phone call that I received from ***** ******, he did call me, I greeted him with a positive, cheerful tone and then realized he was yelling at me about filling the claim. He said I was misrepresenting the discussion I had with the foreman which is when I said that they both should come to my house and discuss what was said. 

  I did raise my voice and called him fat boy. 

  
  Prior to submitting my claim, I reviewed YELP and BBB and reviewed other reviews and read similar complaints. At that point I realized I was not the only one and the business or ***** ****** has a pattern of poor business practices. I did not expect the outright lies as he defended his position. I simply wanted closure and the correct hardware, and all prior efforts were unsuccessful. 

  
  

  I would be interested in the BBB's inclusive view of complaints, including YELP, on this business or ***** ******. Is there a pattern of poor business practices bordering on fraud? 
  
  

  As I mentioned to ***** ****** several times, please send me the hardware. I first suggested that option Nov 14. 

  
  

  ***** ******

  
  

  Please see email I received from the attorney.

  
  

  Mr. ******,

  
  

  Actually this client does not keep me busy because they understand there is no profit in conflict.  Additionally, there are very few individuals and attorneys who what to litigate with this office.  

  
  

  Unfortunately, there are always individuals who want to post their comments on message boards to feel important and get some kind of satisfaction.  If this is what you wanted, good for you.  We will move on.  Based upon advanced market research, a few bad reviews make a company look better especially when the reviews are written by people who have more of a grudge than an actual complaint.  

  
  

  The basis of your complaint is a supply chain issue that everyone in the post pandemic economy is dealing with.  Your email does not dispute this because it is true.  If this is your only complaint, it is unfortunate you have made it impossible for BBDC to install the soft close hinges when they become available.  We will make sure you do get them and we wish you the best of luck in the future.  

  
  

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

  Attorney at Law

   

  
  

  Customer response

  12/16/2022

   I am rejecting this response because: it is not a true statement. There are only 2 people that were in my home at the time the Forman gave me the documents to sign. At the time he gave me the documents he was informing me they were missing the correct hinges. He said he would be back on Monday to install. I initiated contact with ***** ****** on Oct 27 at 5:19PM, he responded "OK, I'll ask ***** about it and get it scheduled', that was nearly 2 weeks after they finished installation and the first contact post installation.  Since that communication the next event was Nov 2 and then Nov 12. It's been 2 months since the majority of the installation was completed and not once did the business owner or anyone connected with the business initiate communication, not once. I would be happy to submit the text and phone records. Included in the text is a note from ***** stating they received the hinges on Nov 29 "***** Said it all arrived today". 

  
  

  As for the phone call that I received from ***** ******, he did call me, I greeted him with a positive, cheerful tone and then realized he was yelling at me about filling the claim. He said I was misrepresenting the discussion I had with the foreman which is when I said that they both should come to my house and discuss what was said. 

  I did raise my voice and called him fat boy. 

  
  Prior to submitting my claim, I reviewed YELP and BBB and reviewed other reviews and read similar complaints. At that point I realized I was not the only one and the business or ***** ****** has a pattern of poor business practices. I did not expect the outright lies as he defended his position. I simply wanted closure and the correct hardware, and all prior efforts were unsuccessful. 

  
  

  I would be interested in the BBB's inclusive view of complaints, including YELP, on this business or ***** ******. Is there a pattern of poor business practices bordering on fraud? 
  
  

  As I mentioned to ***** ****** several times, please send me the hardware. I first suggested that option Nov 14. 

  
  

  ***** ******

  
  

  Please see email I received from the attorney.

  
  

  Mr. ******,

  
  

  Actually this client does not keep me busy because they understand there is no profit in conflict.  Additionally, there are very few individuals and attorneys who what to litigate with this office.  

  
  

  Unfortunately, there are always individuals who want to post their comments on message boards to feel important and get some kind of satisfaction.  If this is what you wanted, good for you.  We will move on.  Based upon advanced market research, a few bad reviews make a company look better especially when the reviews are written by people who have more of a grudge than an actual complaint.  

  
  

  The basis of your complaint is a supply chain issue that everyone in the post pandemic economy is dealing with.  Your email does not dispute this because it is true.  If this is your only complaint, it is unfortunate you have made it impossible for BBDC to install the soft close hinges when they become available.  We will make sure you do get them and we wish you the best of luck in the future.  

  
  

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

  Attorney at Law

   

  
  

  Business response

  12/21/2022

  Mr. ****** attempts to make two points with his latest complaint when in fact he has no complaint and certainly not one that Built By Design Cabinets Inc. (“BBDC”) can in fact assist him with. 

  Mr. ****** repeats his allegation that he was in some way forced to sign documentation by BBDC employees.  BBDC disputes his allegation.  However, Mr. ****** does not state how or why this affects him or that he suffered any damages as a result of his signature on documents.  These documents have not been used against him in any dispute.  There is not dispute the job is finished and Mr. ****** does not dispute that the work was done to his satisfaction except for the soft close hinges. 

  The only outstanding issue is a few soft close hinges to replace the regular hinges that were installed.  Again, this is an unfortunate supply chain issue that many businesses have to deal with.  Mr. ****** did at one point call Mr. ****** to tell him the hinges were in but in fact the supplier had made a mistake and the hinges were not available.  The hinges are still not available.  So, Mr. ******’ second complaint is about an issue beyond the control of BBDC. 

  BBDC does maintain that Mr. ****** made threats and referred Mr. ****** as a "fat boy".  Therefore, for the safety of BBDC employees we will not install the hinges once they become available.  In fact, in order to put this issue at rest, because BBDC is unable to determine when or if the soft close hinges will become available, we will reimburse Mr. ****** for the cost of the soft close hinges and not charge for the hinges that were installed.  Therefore, should Mr. ****** want to replace the hinges in the future he can do so. 

  What Mr. ****** left out of his last message was the email he sent to our attorney Douglas Heumann which is below:

  “***** was not present when the job was completed and was not a witness to his employees' statement. I told ***** to come to my house along with his employee to discuss the statement as the employee is the only other person that knows the truth. I stand by my statement as factual. I will continue to pursue remedy and completion of the project. I read several complaints prior to submitting my complaint with BBB. It is clear there is a pattern of poor customer service and poor quality. I am not the first.

  Douglas, your client is a liar. I'm guessing you're staying busy.

  ***** ******”

  Mr. ****** admits in this letter and his latest complaint that he made the challenge to Mr. ****** to come over to his house to discuss what was said.  In fact, it is not just a challenge but a dare to call Mr. ****** a liar to his face in his house.  I would suggest that a statement made to challenge or dare is evidence of a threat.  Individuals who make threats are attempting to use intimidation and force in order to show they are correct.  Someone who has to use force to make a point typically has no point to be made. 

  
  

  Business response

  12/21/2022

  Mr. ****** attempts to make two points with his latest complaint when in fact he has no complaint and certainly not one that Built By Design Cabinets Inc. (“BBDC”) can in fact assist him with. 

  Mr. ****** repeats his allegation that he was in some way forced to sign documentation by BBDC employees.  BBDC disputes his allegation.  However, Mr. ****** does not state how or why this affects him or that he suffered any damages as a result of his signature on documents.  These documents have not been used against him in any dispute.  There is not dispute the job is finished and Mr. ****** does not dispute that the work was done to his satisfaction except for the soft close hinges. 

  The only outstanding issue is a few soft close hinges to replace the regular hinges that were installed.  Again, this is an unfortunate supply chain issue that many businesses have to deal with.  Mr. ****** did at one point call Mr. ****** to tell him the hinges were in but in fact the supplier had made a mistake and the hinges were not available.  The hinges are still not available.  So, Mr. ******’ second complaint is about an issue beyond the control of BBDC. 

  BBDC does maintain that Mr. ****** made threats and referred Mr. ****** as a "fat boy".  Therefore, for the safety of BBDC employees we will not install the hinges once they become available.  In fact, in order to put this issue at rest, because BBDC is unable to determine when or if the soft close hinges will become available, we will reimburse Mr. ****** for the cost of the soft close hinges and not charge for the hinges that were installed.  Therefore, should Mr. ****** want to replace the hinges in the future he can do so. 

  What Mr. ****** left out of his last message was the email he sent to our attorney Douglas Heumann which is below:

  “***** was not present when the job was completed and was not a witness to his employees' statement. I told ***** to come to my house along with his employee to discuss the statement as the employee is the only other person that knows the truth. I stand by my statement as factual. I will continue to pursue remedy and completion of the project. I read several complaints prior to submitting my complaint with BBB. It is clear there is a pattern of poor customer service and poor quality. I am not the first.

  Douglas, your client is a liar. I'm guessing you're staying busy.

  ***** ******”

  Mr. ****** admits in this letter and his latest complaint that he made the challenge to Mr. ****** to come over to his house to discuss what was said.  In fact, it is not just a challenge but a dare to call Mr. ****** a liar to his face in his house.  I would suggest that a statement made to challenge or dare is evidence of a threat.  Individuals who make threats are attempting to use intimidation and force in order to show they are correct.  Someone who has to use force to make a point typically has no point to be made. 

  
  

  Customer response

  12/27/2022

   I am rejecting this response because:
  I can not accept the response until the hinges are delivered. I agree I called ***** fat boy  boy which in no way was a threat nor was the invitation to come to my house with his foreman but a chance to discuss what was said when he gave me the paperwork to sign. ***** had no

  reservations calling me a liar even though he had no way to confirm the facts of that day. It’s clear by the statements made by ***** and the attorney they will not allow the truth to be presented. 
  The hinges have been on order since October I would expect to see a dated order with a expected delivery schedule to confirm the hinges were actually ordered to complete the project.       Thank You.   ***** ******

  Customer response

  12/27/2022

   I am rejecting this response because:
  I can not accept the response until the hinges are delivered. I agree I called ***** fat boy  boy which in no way was a threat nor was the invitation to come to my house with his foreman but a chance to discuss what was said when he gave me the paperwork to sign. ***** had no

  reservations calling me a liar even though he had no way to confirm the facts of that day. It’s clear by the statements made by ***** and the attorney they will not allow the truth to be presented. 
  The hinges have been on order since October I would expect to see a dated order with a expected delivery schedule to confirm the hinges were actually ordered to complete the project.       Thank You.   ***** ******

  Business response

  12/28/2022

  We are unable to provide a time frame on when the hinges will be available.  Therefore we have already processed a refund for the cost of the hinges.  

  Business response

  12/28/2022

  We are unable to provide a time frame on when the hinges will be available.  Therefore we have already processed a refund for the cost of the hinges.  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stay as far away from this company as possible. This is the result of a 17000.00 cabinet refacing we had done by them. The chipping started happening immediately after having them installed. It then took them close to a year to attempt a fix that resulted in further damage including the actual face of the cabinet falling off and hitting our child. These are disingenuous people who will rip you off. You can find much better for less. Run away screaming from this company.

  Business response

  06/20/2022

  June 20, 2022

   

  Bertha Bejarano, Resolution Specialist

  BBB Serving Central California & Inland Empire Counties

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

   

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

   

  BBB Complaint No.: ********

  My Client: Built By Design Cabinets, Inc. 

  Customers: **** ******

   

  Dear Ms. ******** and Mr. ******:

   

  My client, Built By Design Cabinets, Inc., (“BBDC”) forwarded the complaint made by Mr. **** ****** to the Better Business Bureau (“BBB”) for investigation and response.  The purpose of this letter to provide a response to Mr. ******’s complaint.

   

  This matter was forwarded to my attention because of the mischaracterizations made in Mr. ******’s complaint with the BBB.  The complaint forwarded by BBB to BBDC was as follows: 

   

  “Complaint Involves:

  Contract Disputes

  Customer’s Statement of the Problem:

  Stay as far away from this company as possible. This is the result of a 17000.00 cabinet refacing we had done by them. The chipping started happening immediately after having them installed. It then took them close to a year to attempt a fix that resulted in further damage including the actual face of the cabinet falling off and hitting our child. These are disingenuous people who will rip you off. You can find much better for less. Run away screaming from this company.

   

  Desired Settlement:

  Finish the Job”

   

  The complaint made by Mr. ****** contains a number of incorrect statements.  To begin with, BBDC made three attempts to fix the cabinet in question.  I have attached a photograph of the damaged cabinets.  The cabinet in question is directly below the sink area.  Due to the design of the countertops, moisture is allowed to run off the counter from the sink area and damage the cabinet below.  The damage is not caused by the manufacture or installation of the cabinets themselves but by water damage.  You can clearly see the streaks stains on the cabinet from water intrusion.  Cabinets damaged by water intrusion after installation are not covered by warranty.  Despite this BBDC made three attempts to fix the cabinet and even triple primed the cabinet on the last attempt.  However, there was too much water intrusion.  

   

  BBDC is not responsible for the damage since the cause is not manufacturing or construction but a problem of water intrusion for that cabinet at that location.  Unless and until the water intrusion is addressed the same problem will continue to occur no matter how many times the cabinet is replaced.  What is also worth noting is that the only location of any problem is underneath the sink where there is water intrusion.  No other location in the kitchen has the same problem.    

   

  Please contact this office if you have any questions. 

   

  Yours

   

   

  ______________________

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

  Attorney at Law

*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. ↩