Complaints

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I turned in the deposit of my kitchen remodel (new cabinets, counter tops, and backsplash) on June 3, 2022. The entire remodel was supposed to be done by July 1 and unfortunately, that was not the case. The cabinets were three weeks late, making the work not begin until July 8th. They were pushed back three times, but the shipping delays aren’t even an issue at this point. The work was insanely sloppy. Not only were my dishwasher and fridge dented, but they refused to put my microwave back in (I was told it was free to do so), the did not communicate with me that they count not vent out the bottom of the cabinet and left it undone with no explanation. A cabinet was dented, the wrong trashcan inserts were brought, the cabinet handles were uneven by a 1/2 on some, my microwave was placed so high that I could barley reach it, and they CUT the water lines from the old sink. My sales person came out to see the damage and planned to get everything fixed. Most of the damage was fixed during the counter installation. I was told the replacement doors would be installed by the week of July 25th and three weeks later, they haven’t been and there has been no communication. I reached out (for the 5th time) yesterday and was told they would be coming today- which I cannot do. This process should have been done in three weeks and it’s going on three weeks.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the last week of March 2022, my husband, ****, and I went into New Choice Home Deco. We are looking for a specific finish and exact specifications of cabinets for our two bathrooms. When we went in we met Patty B****** and told her that we knew what we wanted. We mentioned that we thought we might have to get custom made cabinets but couldn't find a custom cabinet maker. We were extremely exacting about what we wanted and didn't want. She assured us that they could give us what we wanted. She said the cabinets would be "custom." It became apparent within a few minutes that the cabinets would come from one of the lines they carry and would not be full custom as we know custom. She assured us that they could get a match for the finish we wanted. We asked, and she said it would take about 10 days to two weeks to get a sample. (A couple weeks ago, she admitted that she had said that.) On or about March 30, I took her the sample we wanted to have matched, and they sent it in. We didn't follow up for more than three weeks. After than, Patty and we kept agreeing each week to wait one more week. In the meantime: We wanted descriptions of what we would get (style, arrangement, measures) before we worked on the color match, as the finish wouldn't matter unless they could meet the exact specifications we had given them when we went in. Nothing I said got us anywhere. When I finally insisted that we get paper work for everything, Patty gave me the drawings. They are not at all what we described very precisely. I had given John, the owner, a deposit, unfortunately a check, for $1,000. On May 16, early am, I called Patty, telling her to cancel the sample board. I have called--and also been in in person twice--asking for my deposit, which Patty indicated would be given back. There has been no response. Both Patty and owner hide behind the receptionist, who can only pass on the message. They have not returned any calls or responded to my visits.

  Customer response

  07/06/2022

   

   

  Your notice to me said to notify you of any direct contact with the business after my complaint.  On May 31, the receptionist from New Choice Home Deco left a message that the door I ordered was ready to be picked up and that I could call her at X ***.  I called her on June 2 and said that I would pick up the door between noon and 12:30 that day.
  
  When I stopped in, the door was given to me and Patty was waiting to talk with me.  She was very upset.  The receptionist, Patty and I were the only three people there.  I had an appointment so had very little time to talk and left after a brief exchange.  Patty explained to me how the report made her look.  Actually, the report was as much about her employer as it was about her.  The "they" I referred to was about the business and not getting any response from them, also.  I didn't realize that the complaint in my exact words would go beyond you.
  
  At any rate, when Patty explained to me how my complaint made her look, I said, "I understand."  I have no desire to do that even though I accurately described our experience with the company.  I only wanted our money back.  When she said she wants me to retract my complaint, I said that I would consider that.  She then told me that she has involved her attorney.  I have not heard anything, but we did get a check for $850 and the sample, which is not what we had hoped for.
  ***** **********

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