Complaints

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered Custom Cabinets from Western Custom Cabinets (WCC). The process started February 8, 2024. I'm still waiting for part of my order. I paid for half upfront (as asked) and will pay for the second half when I receive the proper cabinets and I am reimbursed for damages. The owner will not deliver the remaining cabinets unless I give him a check before bringing them into my home. The original cabinets were delivered in July but arrived damaged, missing parts and in the wrong color. They also damaged my floors moving them in. The owner insisted the cabinets be hung before discussing anything that was found wrong. He agreed to pay my contractor to take them down and rehang. He currently owes my contractor $900. I have not had a kitchen since late June and would like to complete the renovation. I'm happy to pay the bill once my contractor is paid by WCC, my floors are paid for and I have the right cabinets. I want the new cabinets inside my house undamaged. WCC has the cabinets and said they would deliver them weeks ago. This is a reoccurring issue. I purchased quality custom cabinets, but that is not what I received. Some of the paint is splotchy (part of the paint job was farmed out). The wrong hinges are on the cabinets and tap to open and close hinges were installed (not ordered). Those have been removed leaving holes in the brand new wood. Weeks ago I got an email from WCC saying the owner would like to set up a meeting. I asked what kind of meeting and did not get a response. I can not install my refrigerator without the cabinets being there. I have offered to go elsewhere to finish my project and not pay the remainder owed. I would use that money to repair my floors, pay the contractor for them and purchase cabinets elsewhere. J***, the owner of WCC would not agree. I'm at a lose for what to do next besides hiring an attorney. I would like a billing adjustment and delivery of my cabinets.

  Business response

  11/26/2024

  On 11/1 we requested a meeting with this homeowner.  My employee missed an email where the homeowner asked what the meeting was for, there were no additional emails or texts regarding date options. (email attached), also attached is the discounted invoice that is referenced in the email that is less than what she has stated in her complaint.

  I called the homeowner but did not leave a message as follow up.

  On 11/13 I texted Ms. ******* and my employee following up, she stated she was out of town. 

  On 11/14 she stated she was back in the country and stated she would only communicate with me over text. She also texted additional complaints regarding the spacing on her dishwasher, my employee pushed for a meeting where she replied that she had tried to give us a date 3 weeks ago (original request was on 11/1).  After some back and forth on 11/14 & 11/15 we agreed to a meeting on 11/20.

  On 11/20 myself and my employee attended a meeting at the home with Ms. ******* and her contractor to review the new complaint and the outstanding issues. I issued the contractor a check for labor I agreed to pay for and after an approved size of pane thru email we have ordered a new dishwasher panel in the clients requested size.  

  I brought a flooring contractor to the home on 11/25 to review the damage, he feels it can be repaired, and we are waiting on his availability between 12/2-12/13 to give to the homeowner for the repair. 

  We are currently working to resolve the homeowners issues, we have asked on 11/15 if she has other adjustments she wants to her invoice and she has not replied with anything specific to date.

  Business response

  12/06/2024

  We have paid the homeowners contractor on 11/20.

  We attempted to have a highly recommended flooring contractor repair or refinish the homeowners floors. The homeowner denied our offer to repair the floor with a discount on her invoice or paying him to refinish the floors with no discount to her invoice. She requested it to go thru our insurance company since that comment was made at our meeting on 11/20 and stated she was also contacting her insurance company.  We have submitted the information to our insurance company on 12/2 and they contacted the homeowner on 12/3, there is already a claim in progress.

  Prior these actions the homeowner has requested us to discount her invoice for the average amount of the refinishing invoices she previously sent us and listed other items related to the work with no amounts.  Since this has now submitted to our insurance company we do not feel we should also be asked to discount her invoice for flooring work and other expenses as this would be paying her for items our insurance company will be paying for directly. 

  The homeowner has not addressed our questions on 11/27 regarding delivering the items we have in our possession or waiting for the new dishwasher panel and delivering all items together for her inspection.  We have requested payment for her balance be given to us after inspection at time of delivery as we have discounted her invoice for all items requested of us except the flooring issue.

  Attached are the additional emails exchanged.

  Customer response

  12/10/2024

  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.

   

  J*** paid my contractor what he owed him.  J*** hired him to do a job and should have paid him for doing it months ago.  

  I did not want to agree to having a man that only talked to J*** and not me about my floors.  He didn't tell me what he was doing or how he would do it.  Therefor I had no reason to have any confidence in him or his work.  J***s company came highly recommended and that did not serve me well.  There is no incentive for me to take his word that this person is also highly recommended.  If J*** had really intended on making my floors and cabinets right he would have done it the day it all happened. Instead he chose to avoid the issue until it came time to collect money from me.  He has a history of not returning to make things right (per google reviews). I did not want to put myself in that position with the flooring man he had at my home.  That person was working for J**** not me.  I had no way to guarantee he would return to refinish he floors if his quick fix did not work.

   I am pleased that his insurance company did come to my house to see the floors.  I feel like that was one more unbiased professional opinion.  

  J*** stated in front of me, his assistant Krista and my contractor Chris that he would give me a discount on the final bill.  He did not say it had anything to do with the floors.  I thought he was trying to make things right.  Had J*** been apologetic, professional and courteous from he beginning we would not be where we are now.  Instead he asked me to keep damaged cabinets, he asked me to keep the wrong color cabinet, and he insisted the damaged cabinets were hung before he would consider fixing them.  I can only assume that he thought I would keep them once they were installed.  And he ignored the damaged floors for 5 months.  

  Money taken off of my bill should have been taken off.  I returned everything to them and therefor did not want to pay for it.  His cabinet manufacturer has the hinges I did not use.  J*** has the trash can I could not use.  Removing it to replace it with the proper one left my cabinet with unnecessary holes ... devaluing it right away.  As did removing and returning all of the tap to open mechanisms that I did not order.  Those also left holes in my cabinets.  I had to pay my contractor to repair those spots.  

  J*** charged me $2000 for high gloss paint.  They used it on the wrong cabinet so I did not want to pay for that either.  

  So any discount that I have received has been a refund, nothing more.  

  J*** knows I have lived without a kitchen for 6 months now.  He has never tried to fix this in a timely manner.  He has never apologized to me or my contractor for the HUGE inconvenience.  Its unbelievable.  

  
  

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

*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. ↩