Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/23/2022
Type: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.
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
Date: 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
Date:11/17/2022
Type: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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:10/07/2022
Type:Status:ResolvedMore 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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,
***********************
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