ComplaintsforReborn Cabinets LLC

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 4-5, 2024 workers removed my existing shower to install and convert to a new tub/shower. Inspector issuing permits inspected work and stated he would not approve work and informed me that the job needed to be repaired prior to install. Workers had cut wrong and weakened my floor supports for the new shower/tub install.. *********** acted like it was nothing to worry about and left. Then was contacted by project manager after I called several times to see when my issue was going to be resolved. He called reassuring they would fix it and would need to get an engineer to work on it. After days/weeks later no updates were given until I inquired via text numerous times.. asked to at least be updated regularly on any progress/efforts etc. Most of my texts unanswered each week by project manager until I had to call the main office. Then was told no engineer wants to take on the job but they are having to fly one in. Another week passes and then told the engineer is coming, then no update. Another week passes told he will have to get copy of house plans and measure the whole house. Another week passes. Now after over 2.5 months Im still waiting for answers to my texts, for regular updates from the project manager. Ive been very patient. I have a big hole in my bathroom and just praying it will be fixed soon and have my bathroom back to normal! No regular communication makes me worried that this is more serious than Im being told. Was last told a couple weeks ago that the manager would contact me. Nothing. Even called the company and got transferred, left a message this week.. still nothing! No call back. I need to be contacted on a regular basis (weekly at least) in order to be reassured and kept updated like any reputable company would. (Reborn was Referred by ******).

  

  Business response

  08/22/2024

  Will have a manager address and reach out 

• 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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 30 demo began on an existing shower enclosure. During the process, damage was done to the drywall next to the existing shower enclosure. Upon finding water damage behind the existing shower unit, the workers left, providing me with the contact of the project manager. A seperate contrator was hired to address the water damage, and he noted areas that the shower pan was incorrectly measured for the floor height. A meeting was arranged for the project manager and the contractor to discuss the adjustments needed. The Reborn project manager did not attend. Installation of the shower enclosure resumed on May 8th. The enclosure was missing 2 shelves and the installers assured the homeowner they would return within a week to install the shelves and repair the drywall damage left by the demo team. Pressure was placed on the homeowner to sign the project was satisfactorily complete. The installation team sat in their large truck in our neighbor's driveway, the engine running and would not leave until I agreed and signed. After leaving my husband found that the shower door did not close, its swung past the stop point, the seals were not cut.After one week of no contact, my husband and I left 5 messages throughout 5/20-5/24 that were not responded to. It was not until I texted the sales rep that I was filing a complaint did I received contact from the company. After much back and forth the installers returned to repair the drywall and a week later, 29 days AFTER the installation was to have been complete, they returned to address the missing shelves, trim off the excess seal, and fix the swinging door. We were told the panels/doors were not measured correctly and all of the panels had to be un and then reinstalled. After two days we attempted to use the shower and discovered seals on the bottom of 2 of the 3 panels leaked. AS of today, 33 days after the installation we still have no functional shower.

  

  Business response

  07/19/2024

  we have reached out to the clients for resolve.

  Customer response

  07/31/2024

  Regarding complaint number ******** PLEASE DO NOT CLOSE THIS CASE! It has not been resolved! The company HAS NOT and NEVER HAS reached out to me. I have sent 5 emails, they have not been in contact. I have only spoken to the project manager who has no authority to provide compensation. Reborn has been in contact with ****** and the finance company, both of whom have requested the company reach out to me, which they have not done. I was contacted by ****** on July 24. They reported that Reborn had been in contact with me and offered compensation as custom doors to fit the enclosure. THIS IS NOT TRUE. To be clear, the Reborn company, after 4 emails by this point of the project, and both the finance company and ****** requesting they contact me, HAVE NEVER REACHED OUT TO ME. Furthermore, doors to a shower enclosure ARE NOT compensation. They were to come with the purchase. I am requesting full financial compensation for this debacle of a project. They knowingly sold a product which, by their own installer's admission, could not function in my home. Summary of the situation: This situation lasted 72 days for a one-day shower installation and has caused unbelievable stress, countless hours with groups of groups of workers in and out of my home, hours of communication with ******, (the point of contact), the finance company, and Reborn, who has never reached out to me. I have had 6 groups of installers come out. The 4th group of installers told me there was no way the shower doors would fit my enclosure, and other customers have had the same problem. The other customers had to have custom doors made to fit the enclosure. Timeline: Reborn installed the shower enclosure on May 8th leaving holes in my existing walls that needed to be patched up, incomplete tile work, and gaps in the enclosure so much so that the actual shower door went through the opening. (I have pictures of the issues.) After 7 days of no contact, I left 5 phone messages over the next week, and no calls were returned. It was not until I contacted the salesperson on May 27th stating I was going to file a complaint did I receive a call from the project manager. The second, third, and 4th groups of installers over the next 4 weeks could not fix the issue and this is when the 4th group of installers shared the doors would never work, and were not the right size for the shower enclosure. The 5th group of workers, who came on July 1, day 55 of this ordeal, demoed the entire enclosure and had to reinstall the ENTIRE shower enclosure, without the doors. The project manager then told me a custom door company would be in contact with me. The custom door people came out and on the 72nd day AFTER this original date to be completed, the doors were installed. I was contacted by ****** on July 24. They reported that Reborn had been in contact with me and offered compensation as custom doors to fit the enclosure. THIS IS NOT TRUE.

  

  Business response

  08/12/2024

  Will continue to work with homeowner. 

• 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.

*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. ↩