ComplaintsforOakCraft Elegant Cabinetry

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oakcraft completed the cabinets for our new home by *********. From the onset there were problems with the cabinets and some was corrected, but they continued to chip and deteriorate. We attempted to resolve with a Oakcraft and they had agreed to correcting the issues, then changed their mind. Many neighbors have also had issues with their cabinets and we are thinking of teaming together for a resolution. The house is just over 6 years old and we should not be have issues with cabinets at this early stage. We have tried to call to remedy and want the repair to be completed. The company will not respond. Sent from my iPhone

  

  Business response

  12/27/2022

  To Whom It May ****************************** have reviewed your complaint and don't see any further warrantable items.  Back in 2017-2018 we completed a warranty at your home replacing 20 doors that were approved.  We were recently called to inspect some more doors that we denied the warranty for two reasons.  The first being the cabinets are out of warranty and the second was because the technician identified water damage. I have attached a picture from the files showing the water damage on the doors and the staining on the face frame from other liquids.

   

  Thank you

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new build house from Pulte with OakCraft cabinetry. Closed on 5/31/2022, and to date have not had the initial cabinetry issues resolved. Numerous appointments have been made through Pulte's warranty process, and multiple times OakCraft has not shown up to do the replacements and repairs, including today. The issues include split cabinet doors, cracked dovetail joints, improperly hung cabinets (we are unable to fit our refrigerator due to incorrect cabinet height), a cracked cabinet, and other smaller issues such as chipped paint or dents. We have called both Pulte and OakCraft, and have always been told they are doing the best they can, or that it's someone else's fault, but for 6 months the problems remain.

  

  Business response

  11/17/2022

  To Whom It May ****************************** had to reschedule the appointment we had for today due to not having an installer scheduled. ****** spoke with the homeowner this morning and rescheduled for Tuesday 11/22. We are raising the fridge cabinet up, replacing filler, 7 doors, 3 drawer boxes, & 2 end panels. We also have our finish specialist on schedule for 12/20 AM to putty nail holes and touch up throughout. 

   

   

  Thank You

  Customer response

  11/17/2022

  Due to multiple assurances and no-shows from OakCraft, we will need to have the work actually completed rather than a verbal or written response. We see OakCraft techs in our neighborhood nearly every day, including today, but our concerns have apparently never become a priority for OakCraft. 

  

  Business response

  11/18/2022

  To Whom It May ****************************** have to scheduled appointments with the Homeowner through the Pulte Homes Representative, *******, on 11/22 and another on 12/20am.   

   

  We had to reschedule the appointment we had for today due to not having an installer scheduled.****** spoke with the homeowner this morning and rescheduled for Tuesday 11/22.We are raising the fridge cabinet up, replacing filler, 7 doors, 3 drawer boxes, & 2 end panels. We also have our finish specialist on schedule for 12/20 AM to putty nail holes and touch up throughout. 

   

  These concerns by the Homeowner should be directed to Pulte Homes.   Thank You

   

   

  Customer response

  11/22/2022

  There should be 7 doors (8 counting the trash pull-out), 4 drawer boxes, 2 end panels, plus touch-**** The installer did arrive today, but not all the pieces have arrived. They are not out of the box yet, so we cannot check for color match. 

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Oakcraft Cabinets through our builder (Pulte Homes) and closed on our home on May 31, 2022. We paid for Oakcraft's highest tier upgrade for cabinetry throughout our home. Oakcraft representatives have been to our home on a few occasions but have not showed up several other times despite a scheduled date/time for doing repairs. In late August, and Oakcraft technician came to our home to order replacements for 9 doors, 10 drawers as well as the material to finish the trim for our cabinetry which has still not been completed 4+ months after our closing date. In addition, our refrigerator cabinets were hung too low to allow our refrigerator to be fully-placed underneath the cabinet. We have tried to work through Pulte for these fixes/repairs but even Pulte has been very frustrated at Oakcraft's lack of communication and commitment to completing this job. We believe Oakcraft is making cabinets that do not hold up to the stated standards of their customers and are completely lacking any sense of customer service or followup to get the job done.

  

  Business response

  10/10/2022

  To Whom it may concern:

   

  I reviewed your house and do show that a superintendent was at you house on 08/29/2022 and did an evaluation, installed some parts and ordered some new parts that are currently in production.  Once these parts are completed, our customer service team will work with Pulte Homes to schedule an appointment.

   

   

  Thank you

  Customer response

  10/10/2022

  We appreciate this response but it does not address the many other issues associated with our cabinets. Poor quality, scheduled appointment times where no one showed up (multiple times), plus work that could be done to the existing cabinets that don't require new parts. The refrigerator cabinets were hung at 71 1/2" high so we can't even push our refrigerator all the way in. A technician could come and fix that without any new parts. 

  All we want is better communication and an acknowledgment that these cabinets were constructed well-below reasonable standards. Every neighbor on our street is facing similar problems with Oakcraft. 

   

  Thank you,

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

   

  

  Business response

  10/11/2022

  Good Morning

   

  Once the parts are completed Our representative will contact Pulte Homes and schedule an appointment with you to complete the repairs on your cabinets.  Pulte Homes should be reaching out to you in a few weeks to schedule the appoinment

   

   

  Thank You

  Customer response

  10/31/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The work is now scheduled but I will withhold comment until the work is successfully completed. 

   

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

  
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this new home. Paid extra money for an accent *********** applied to cabinet doors. Cabinets were installed and that is when we noticed very inconsistant glaze colors. Some very light and some very dark. Oakcraft came to check and said sorry that is the way it is! Very unacceptable when you are paying for elegant cabinetry. I would like all doors and draw fronts to be replaced without the glaze

  

  Business response

  04/18/2022

  Good Afternoon

   

  After reading your description of the glaze application the response from the field representative is correct.  The glaze system is designed to have variations and not to be consistent.  The purpose of glazing is to give the cabinets an aged look.  We will spray the material on to each piece separately and then wipe it off leaving the material on the pieces in varying degrees of build up.

  There are some low end manufacturers that use either Sharpie Marker pens that produce a thin line with consistent color or a small head paint brush also resulting in a consistent color, This is not what elegant cabinetry finish looks like.  

   

  Best Regards

  Customer response

  04/19/2022

  they look aweful. This is not how is was displayed in the show room. They dont ***** properly, there are cracked facial boards, gauges in doors. The cabinet with glass foors was installed improperly because all screws are visible through glass. Where does it state that the glaze colors will be inconsistant? I would like the glaze removed. These cabinets are far from elegant. Please make this right!  *********************

  

  Business response

  07/27/2022

  *****,.  

   

  The glaze doors samples are inconsistent as well and are not done with a ****** marker or a fine paint brush.  The surfaces are flooded with a topcoat material then hand wiped off with a rag.  Therefore,  the have to be inconsistent.   

   

  Have you contacted the dealer or builder from which you purchased the cabinet?  You should be communicating with the company you purchased them from.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying to get this company to replace defective cabinet doors/frames since Oct 7, 2021. Numerous phone calls, seldom returns calls, given date three time when replacement will happen and every date missed. Latest call was Monday Jan 10th. ******* was going to call me with info in five minutes. Its now Friday Jan 11 and again no calls. Can now get response or answers to my warranty issues. They also have one of my cabinet doors and that has been for 2 months. Resolution would be to honor warranty, return my door, replace the two broken doors many replace broken frame

  

  Business response

  01/24/2022

  To Whom it may concern

   

  I personally responded to the complaint using your portal recently. 

  We have been in communication with MS. **** and had scheduled a homeowners appointment.  We need to bring the doors back to the facility to be reworked and will be scheduling another appointment to install the replacement doors.

   

  Thank you

   

   

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had kitchen cabinet doors and 1 frame that are defetive - cracking and dis**lored - and been trying since Oct 7, 2021 to have then replaced under warranty. have been told several times a date when the doors may be ready. When I call No One will return my calls. Latest was ******* on 12/31 said the doors should be ready around Jan 5th (also given 5 weeks as delivery by ****** A on 10/28 and Dec 22 on dec 9th By ******* W) Called ******* on 1/10 and 1/7 with no return calls. It's been ovver 3 month with veery little **ntact from the **. I want a true date that my replacement doors and frame for the shoddy ones they originally gave me. have called this ** 21 times since Oct 7th and still no satisfaction. Also filed a **mplaint on 10/26 and that was yhe only way anyone would call me. I feel ** is trying to delay me so that warranty period passes.

  

  Business response

  01/14/2022

  Good Afternoon.

   

  We have scheduled an appointment to correct the issues with Ms. **** on Monday 01/17/2022 between 8am - 12pm.  This appointment was delayed due to the normal Tech covering the area having a health issue.  I believe Ms. **** with be satisfied with work being performed.

   

   

  Thank You

  Customer response

  01/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cabinets were purchased thru builder Pulte.Co. will not respond to request for a warranty inspection regarding our kitchen cabinets.10/07 Called & left message for ******* - call never returned 10/11 Called and spoke with *****. She took information and told me a ****** would call me in approx 4 days to make appt to **me and look at our cabinets 10/19 called and ***** trans me to *****. I left message and never received a call back 10/20 Called and left message for a *******. He call back & said he would check with ****** about **ming out 10/21 No return call so I called again and left message with *******. There was no call from ****** either.10/22 called again and left yet another message with *******.10/25 called again and spoke with *******, he will have ****** call me to set an appt.10/25 by afternoon no call from ******. Called ******* again and left message 10/26 Still no one returning a call or taking any action so at 8:04 I called AGAIN and left still another message for ******* 10/26 no return call from ****** or ******* so called again at 3:30 and left another message for ******* - never received a call back.I have been trying since Oct 7, 2021 to have this ** send someone out to look at my cabinets that are still under warranty. They will not make any appointment to **me out and honor their warranty. 20 days and they will not honor warranty or return calls.

  

  Business response

  10/27/2021

  Good Morning

   

  I met with out scheduling department an someone will be at the home on 10/28/2021

*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. ↩