ComplaintsforReborn Cabinets LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/27/24 *********************************** and ******************************* entered into a contract with Reborn for a walk-in shower. There were several delays in having the shower installed due to confusion about the contract. A person from Reborn emailed me a contract as my computer was being repaired. I did not view the contract and the company did not confirm in an email or by phone that I had received it and was satisfied with its content. On 6/6/24 ******* came to install the shower. After the installation it was noticed that the shower was much narrower than we anticipated. Several days later the shower doors were not working correctly. We called the company and they said to turn it into the shower warranty. This was not possible as we had not signed off on the financial part of the shower. Someone from the company came to look at the problem and agreed that the shower was way to narrow, and the doors did not work. As of today, we have not heard from the company and have tired several times to find out when they would remedy the problem.

  

  Business response

  07/25/2024

  Will reach out to homeowner for resolve. 

  Customer response

  07/25/2024

  i have no idea what the business response.  this email is not offering any information. As far as i know i have not received anything that i recognize as a solution.  I am requesting a breakdown of the financials.  I do not know have a statement from the financial institution as to the percentage rate and what the monthly installment.  I also have requested an itemized statement as to the cost of replacing the shower to meet *** **************** I understand that the company is willing to fix the broken shower doors and the leaky shower head, I do not feel it is appropriate for the company to say that they will share the cost $5000 of the replacement of the shower pan to meet *** standards without giving me a breakdown of the total cost.  There is no way i can feel comfortable putting out $5000 without knowing that it is equitable.  I have been agreeable to meeting this companies requests but i feel that they have not been forthcoming with my request.  I hope this can be resolved without litigation.

  ********

  

  Business response

  07/31/2024

  We will continue to attempt to work through a resolution. 

  Customer response

  08/04/2024

  Reborn has not made any attempt to resolve this issue.  They were willing to let me put up $5000 to cover one-half of the correction.  However, i did realize that if i put up $5000 i would be paying for the materials and they would cover the labor and to me that was less than equitable.  I talked to the finance company; they said that Reborn contacted them and said that the job was complete.  That was not true and i also told the finance company that i felt like Reborn was bullying me.  They made the error in my shower by putting in the wrong size shower pan and by not fixing the broken doors on the shower.  They have contacted me 3 or 4 times in all of this and have never been willing to admit any wrongdoing and turned their problem over to a person in So. California.  Currently the finance company has halted payment until they can do an Investigaton.  I feel their answer to the complaint is in adequate and i will begin to fill out the paperwork for a consumer complaint with the State of California and State Licensing Board.

   

  *********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The project was begun in May. Ten days later the job was not finished and there were multiple problems: They insisted that we sign a declaration that the job was finished and said that they would be back in about a week to finish all: Drawers and doors that were the incorrect size (initially nobody said anything about these problems, they had to be pointed out to the crew!) and were supposed to be reordered, a garbage pullout that was in the contract could not be installed and then we were told "we may not be able to get it but we'll give you a credit" Five weeks later nothing? in spite of multiple reassurances. Maybe they just like to take advantage of senior citizens? We're still waiting

  

  Business response

  07/24/2024

  Will have a manager reach out to client. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was stopped by an employee of Reborn at my local ****** asking if I was interested in refacing my kitchen cabinets. I expressed interest and then met with a salesman from Reborn. I signed a contract and work was done in May. I was told the company could not install regular headers as there was no room for them at the top of the cabinets. There was also some work that needed to be fixed (one cabinet door is missing, doors that dont match up, a drawer that wont close properly, etc., plus the space over the cabinets still needs to be properly finished). These items have still not been fixed. I received communication that the crew would be out this past Saturday. I confirmed the appointment, set my alarm to be ready for them at 8 a.m., and waited until 10:25 a.m.for a no show of anyone from Reborn. I then called the project manager who told me no one was coming and that the text should not have been sent. I gave him until this past Wednesday to come up with a plan to resolve all these issues or I would contact Reborn and ******. I have heard nothing from anyone from Reborn since. I am 76 years old and currently am suffering from a back injury. There is nothing I can do in the kitchen to resolve any of these problems. This whole process has been a big mess.

  

  Business response

  07/13/2024

  Will reach out to customer. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Could you remove the old shower stall and replace it with a new one? The project commenced on August 9, 2017, and was completed in October 2017. The contract price was $8,120.Reborn assured me that their warranty covers the lifespan of the materials, and labor would be provided at no cost. This warranty was the primary reason I chose to work with them.Problem: On June 2, 2024, I discovered water leaking through the shower door. I promptly contacted Reborn, and a technician came to assess the issue within a few days. He determined that the door was tilted to the left, preventing it from closing properly and causing a gap from which water was leaking. He reported to his office that the shower stall needed to be replaced.After waiting for a week to hear back from Reborn, I called their local office, but no one answered. I left four messages for the regional manager, yet I am still awaiting a response. I then called their home office and spoke with customer service representatives, but these conversations yielded no results. I finally spoke with someone from the warranty department on my fifth attempt. He informed me that their subcontractor had installed the door and that he needed to identify this subcontractor before proceeding.An installation manager from Reborn later contacted me, stating he needed more information about the work done at my house. He asked me several questions, which I answered, and I requested an update on my issue, but I received no response. Clearly, they are unwilling to honor their promised lifetime warranty and are avoiding communication with me.Please get in touch with them on my behalf. Notably, Reborns slogan claims they can install a new shower in one to two days, yet my shower stall took two months to complete.

  

  Business response

  06/28/2024

  Will reach out to customer to explain we cannot warranty items we did not contract to install.  The shower door was not installed by our company and therefore would not be warrantied by us.  We suggest contacting the shower door installation company you contracted with.  Unlikely anything would be warrantied 7 years later.  

  Customer response

  06/28/2024

  We did not hire any door installer.  Reborn is in business and they should have known who to hire to install our shower door.  We even did not know, since no one informed us 7 years ago when they installed the shower stall that they would hire a door installer from outside of Reborn. We hired Reborn since they told us that Reborn would be the one to complete the shower stall by themselves.

  

  Business response

  06/30/2024

  Reborn cannot warranty a product or service we did not provide.  Thank you. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov of 2021 i entered in to contract with Reborn to demolish and install a new shower for about 10k. The job seemed like it was done within a years time of less than 200 uses the metal started to corrode. I contacted them in 2022 and new materials were ordered, replaced and given further instructions to avoid the same issue in the future. Fast forward to April 2024 i noticed the same issue, however by the looks of the deterioration the issue had started prior to the date i noticed it. I again reached out to the company in May, spoke with a warranty specialist whom i recently fund out no longer works there. He informed me that the information i gave to him will be forwarded to his superiors. A few weeks past and i got to updates from him. I reached out to him where he informed me that the replacements were ordered and he is expecting a june 2024 delivery date. No further communication was heard from anyone at the company until i received a phone call from an installer telling me they are outside my residence to do the install. I told him i am unable to make it because no one told me of the or confirmed the date and time with me. I asked him to have someone from the scheduling team to contact me this happened prior to june 12. Since the i was given a number for a ****** who is yet to call me or return any of my voice messages. I contacted the public number where a rep told me ***** would call me before end of day that has yet to happen. I am beyond frustrated with the back and forth with this company. I was promised a product that would last longer than 2 years. 9526 is what i paid to have my bath tub installed, i followed all their instructions for care and i am expected to just let this one slide. Please help.

  

  Business response

  06/21/2024

  Will reach out to client

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband was approached in ****** by a company who replaces bath tubs to showers or tubs with surrounding wall and new fixtures. We had salesman in our home and liked what he had to say and the warrenty. Although what we had chosen, he did not have a sample for we were assured it was the same exact as the samples we saw. We also had the backing of ****** and knowing the ****** is big on protecting their customers, we were assured. After demolition, I Hey was shown the products that would be put in and I said, that looks awful wobbly, it wasnt what I was shown. I was then told by installer that a lot of people say that. So what you are told you get. Isnt always what is installed. Why I have the problem is that, what I was shown was approx 1/4 thick with and insulation built into product. What I got was a Hollowed out version of white tile herringbone. Also, it wasnt done in a day as they talk on commercials and printed advertisements. So if you choose to go with them, be sure that when they show you the products you stop everything before going on with the project. I was told I would receive one thing and got something else I had to pay 100% info a month prior to the project because it was through ******. I assume that ****** would standby their customer but that did not happen. Very sad to say I will never use ****** or Reborn again due to the lack of working with the customer or listening to the customer. Take pictures of what they show you during consultation. And if they dont have what you choose, make sure you dont sign anything until you see exactly what theyre gonna be putting into your home.

  

  Business response

  05/20/2024

  Will reach out the customer.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Reborn is discriminating on their employees and not paying them correctly.

  

  Business response

  05/01/2024

  This complaint should be removed as it is hate speech and has nothing to do with quality of work.  This person is also not a customer of **********************.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired this company to reface out kitchen cabinets and after experiencing poor workmanship issues, delays and damage to out flooring, walls and appliances, I asked them to leave and had the job finished by someone else. The biggest issue is that they promised a credit for the damage they caused to my floors and appliances but it was only to get me to sign off on the job so they could get paid by the finance company. They never gave the credit and are no longer responding to calls or email's. I have also written to their customer service portal in their corporate office that says the note will go to upper management who will respond within 24 hours, they are not responding as well. Although I experienced more issues, all I want at this point is what was promised, which is a credit of $1,581. The amount and promise is well documented in emails and a changes order that they had me sign. I will attach the documents.Thanks you for your assistance.

  

  Business response

  04/30/2024

  Will have a team member reach out to discuss resolve. 

  Customer response

  04/30/2024

  We received a call from Reborn management. They advised they will have the finance company issue a check to us for the credit we are owed.  However, we were promised a credit before and never received it. So until the check as promised is received we do not consider this matter resolved.

  We are told the check should be here in 5 days. We will see.

  thank You for your assistance on this matter.

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

  

  Business response

  05/01/2024

  Will follow up to validate claims. 

  Customer response

  05/02/2024

   

  We have not yet receive the check for the credit as promised by the business. So until the check is received we do not consider this matter concluded.

   

   

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our tub was originally started around September of 2022. We waited a long time for them to start install. Once they started it was non stop issues, poor grout work, poor blending of altered window frame, one wrong colored wall, rigged door- broken runner guide, pink wall not repaired underneath panel wall, shower pan made smaller than original tub tried to cover up with quarter round, still doesn't cover to flooring. They also punched pipe threw our kitchen ceiling closed up hole then over a year later they gave us $250 to pay a painter to repaint kitchen, we cannot find a painter for that and will have to do it ourselves. They have made several trips to our house for corrections and it still is not done. Manager came to house wrote down and agreed the repairs were justified and stated it would all be redone properly, last we heard the new pan was being made and then we have been ghosted since. No return emails, text messages, letters or phone calls even after I stated I would be contacted BBB. The last email received came from ************************* forwarding the change order. We are making payments on this shower and have asked for money off due to the amount of time we have dealt with all the unexcepticle work and time spent in this remodel, it has held up our being able to finish our bathroom.

  

  Business response

  03/11/2024

  Will have somebody reach out to address.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the initial installation, they have had to return 3 times to repair their mistakes in the span of 4 months.The issues are still unresolved. After the first installation, we noticed the incorrect grab bars (2) were installed and the shower pan would not drain. We reported the issue and were scheduled for a replacement install 7-8 weeks later due to reordering replacement shower pan and the correct bars. On this new reinstallation, they reinstalled the old incorrect shower bars. When notified the workers said they were never told that they needed new ones. I then called their office and spoke to *****, who confirmed there was a miscommunication between management and the workers but that the work order included the correct shower bars. One of the workers returned the next day to install the correct shower bars but notified us that 1 of the 2 bars were out of stock. Once he installed the bar, we reviewed the reinstallation to find a large gap on the top left corner between the shower wall and ceiling which was filled with silicone that sunk into gap and was not flush with the shower wall. The worker apologized and explained that his coworker had cut the shower wall incorrectly and that they would have to return again to reinstall new shower walls. He told us that his supervisor **** or the office would get in contact with us to schedule another installation of the new walls and bars. The weekend passed and halfway through Monday with no response, we called their office and spoke to ***** and she said she was never told of these new issues. She then called ****, who said to just schedule another reinstallation date. When asked why they never contacted us, she simply said she was never notified. We were then told the correct shower bar would not be in stock until 02/19/2024 and are scheduled for installation on 03/01/24. Hope to have all their mistakes corrected and reviewed by the inspector since this company cannot be trusted to complete their contract correctly.

  

  Business response

  02/13/2024

  Will reach out for resolve

*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. ↩