ComplaintsforReborn Cabinets LLC

• 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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled a project the day after speaking with a sales *** in person. Since I cancelled, I have not been able to get in contact with anyone at Reborn about the cancellation of my project and getting my money back. They also put my information through a financing company against my credit and I did not have the project done. Every time I try to call Reborn, they transfer me to someone else and then hang up on me. Whenever I message the sales ***, he just says that someone from finance will call me, and this hasnt happened. I cannot get in contact with anyone to get my money back.

  

  Business response

  07/19/2024

  we have reached out to the clients for resolve.

  Customer response

  07/19/2024

  Did not address complaint

  

  Business response

  07/22/2024

  will continue to review for resolve. 

  Customer response

  07/25/2024

  business has not made any efforts of resolution

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Reborn for repair on two showers to replace cartridges in each shower. The repairman only had one cartridge and said the office manager would call us within two weeks to schedule repair for the second shower. It has been a month and we have not heard from the manager. We have called twice but no one at the company has returned our call

  

  Business response

  12/20/2023

  Will notify warranty department.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See attached for complaint.Unable to copy complete contract file too large.

  

  Business response

  12/12/2023

  Will review and reach out to customer. 

  Customer response

  12/14/2023

   

    The business has not reached out to customer.

  

  Business response

  02/21/2024

  We have attempted to reach out to homeowner on several occasions, they do not respond.  We will continue our efforts, however this work is complete and we have a signed certificate of completion.
  

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over 6 months ago I called to let them know that 2 of the cabinets they completed were peeling. Someone did get back to me and ask me for more details and pictures, which I sent. I was told that it would take a few weeks to get the materials to get them fixed period after a couple of months. I kept calling them no response, call the main number of the company & no response. I have spoken to 2 of their sales, people inside of ********, and still nothing. The last guy promised me he would call the local manager and I still have not received any calls or text messages or emails. Supposedly, they have a lifetime guarantee on their work and their materials And apparently, that's not the case period if they're not gonna fix it, they need them to pay for those to get fixed as they look pretty bad.

  

  Business response

  11/06/2023

  Will reach out to homeowner for resolve. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Reborn Cabinets to remodel 2 bathrooms on 7/12/23 based on promises made by salesman ***************************** that he would drive me to the showroom so that I could make sure it was comfortable, & that the company would take care of *** paperwork. I gave him a check for $18,500 (total project: $40,000). ****** cancelled our appointment & then ghosted me. He lied; there is no showroom in *********. In ************ ran a promotion for 50% off labor. I was told I could be applied to my contract but that did not happen. I tried to get pictures, model number and measurements of the tub and got pictures on 8/7 of the wrong tub. They offered to bring me the right tub. They thought I could climb in the truck bed and sit in it (I'm 75 and disabled). Concerns about the tub were never resolved. On 8/ 14, ****, the "measurer" arrived an hour early. He did not have a tape measure, paper (he had used his last sheet to draw a hand with the middle finger raised, which he showed me) nor did he have a work order. He said he did not know how to use the program on his I-pad. He was very unprofessional and clearly didn't know what he was doing. Project manager, ************************* said he would take care of the *** paperwork. I sent him *********************** on several occasions. Shortly before it was due (Aug. 18th) he said that I should do it. When I explained that I didn't have the information (i.e. licenses for ************************ he agreed to do it. I didn't hear from him again. Missing the *** deadline was the final straw. I told ****** (******'s boss) I wanted to cancel the contract and since they were at fault I expected a full refund. Since then I have spoken and emailed many people at the company and all I get is a run-around. I have documentation of numerous calls and emails. Finally they sent a check for $4500 (my deposit minus 35% cancellation fee). They failed to fulfil the contract and I should not be penalized.

  

  Business response

  11/03/2023

  The information contained in this commentary is not representative of the facts.  We will reach out to the homeowner, however cancellation after recission does require restock fees.  

  Customer response

  11/03/2023

  Below is the response I received from Reborn.  I dont know what part of my description they are disputing, but it is 100% accurate. I also dont accept the idea of a restock fee since a woman in the ********* office told me that they get 100s of  tubs in every month.  Also, one of my main issues is that I was told I could chose a tub in their showroom AFTER I had sat in it and decided which one was more comfortable.  Why should I pay a restock fee for a tub I never agreed to?  
  
  The information contained in this commentary is not representative of the facts.  We will reach out to the homeowner, however cancellation after recission does require restock fees.

  

  Business response

  11/06/2023

  We will continue to work toward an amicable resolve.  Unfortunately once work has begun it is difficult to refund without restock fees.  

  Customer response

  11/13/2023

  
  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.  The business refunded my entire deposit and canceled my contract.  Thank you for  your help.  They called me the day after I contacted  you.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before signing any contract we emphasized we could only have work done during 3 day weekends (meaning holidays). They assured me it wouldnt be a problem. We asked if the sink would be an issue and they said no. This was in Dec 22. They were scheduled to come on Jan 23, for some reason (I forgot why) it was rescheduled to Feb. They came and said they couldnt do the work because the sink was in the way. We rescheduled for **** We paid to have the sink removed, and when they arrived they said they couldnt do the work because the shower head they gave us from the promotion wouldnt work for a tub install. We are now out of pocket for sink removal/install, a downgraded shower head AND have to reschedule again. We rescheduled to Sept and that morning we get a phone call saying their tech was in an accident the day before and didnt have backup. When I tell them I just want my deposit back they refused, they wanted to schedule me during the week or any other Saturday. I told them before I signed the contract, because of my business I could only have the work done on holidays. In case something goes wrong, they have time to fix it before I reopen. They told me that even if a problem arose they would not be able to work until after the holiday. Which if I would of known, I would never hire them. Its going to be almost a year, no work has been done, only reschedules on THEIR part and all I want is my $1000 deposit. I dont feel they will be able to fix any problems that *** arise in the future in a timely manner and with my schedule in mind. I have no confidence in this company. And the way they just refuse to return my deposit without any explanation as to why, makes me question them even more.

  

  Business response

  09/26/2023

  Our teams regularly work in clients homes while they are not present.  While we are able to accommodate a clients request we require flexibility in accommodating a request.  We will reach out to the homeowner to try to come to a solution. 

  Customer response

  09/26/2023

  I believe after various attempts at accommodating you, you should accommodate the one request we ask of you, and thats to refund my deposit. To reiterate, all the reschedules have been on your behalf, not mine. From the lack of communication between your workers for not being able to do the job the first time they came because of the sink, to the second time because the shower head is faulty. It should never have been offered in the first place knowing full well we wanted a tub install. Then calling that morning to cancel, a full day after you knew your worker was not going to be able to do the job. All of this has led me to mistrust you. And your answer of doing the job when no one is there reiterates the lack of communication. Because if you knew who I was (your customer), you would know that me being available was never an issue. Perhaps thoroughly read a complaint before answering.  Refund is the only possible resolution. 

  

  Business response

  11/16/2023

  Team will continue to address.

  Customer response

  11/22/2023

  There has been no attempt to resolve complaint. Their attempt to resolve was to threaten me with a lien. I reiterated that I do not trust them in providing quality work or customer service if problems were to arise. I was responded back with 2 options. Either pay them more money to cancel (this is on top of the deposit they are holding) or they will put a lien on the property and send me to collections. This enforced my distrust in this company. Again, the reason work was never done was because of issues on their end, not mine. All I want is my deposit and never have to interact with this company again. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  8/25/2023 I met with ********************* for a shower remodel and signed contract for $14,000. & paid $1000 deposit. Within 2 days, already had problems with changes to contract to add $1145 for a shower door that was not included in original contract. 8/29 -After resolving this issue, I then asked to see a physical sample of the finish I had specified for my shower walls, since I had only been shown photos at our initial meeting. I was shown a small sample during our meeting, not of the finish, but of the thickness of the walls. I said I want to see the actual finish, color, pattern before we go further so I know what to expect before they begin installation. She gave me several excuses about being able to come back to my area, I asked if she could mail them to me, and she advised that they were too big and heavy and she only had one sample. She agreed to bring the sample on 8/31. She never came. I texted ****** on 9/5, 9/8, and then finally called her. Again she was being difficult, and in frustration she told me to call her manager *******************. I called **** twice and finally called the corp office on 9/11 to get help with this sample. **** called back and we discussed my difficulty with ****** bringing me a sample. He said ****** has the samples and should have shown me them at our first meeting. **** said he would have ****** bring me the sample on 9/13. After seeing the samples, I was very disappointed to see a very flimsy, thin material that looked like plastic. I cancelled the order, and now **** will not return my calls or texts and is ghosting me. This was a bait and switch to get me to sign the contract. They delayed bringing the sample on purpose to delay my cancellation. Per Greensky, my financing company, they already contacted them to collect money for cancellation. ******** has already paid $5800 to Reborn. It is very obvious they are more interested the money vs the customers satisfaction. Acct#*******

  

  Business response

  09/18/2023

  Will have a team member reach out to discuss. 

  Customer response

  09/19/2023

  I was contacted by phone on 9/15 by ******************* who is now claiming that ****** says she DID show me the samples on the day we met to initiate this order and that I am lying about not seeing the sample. This is not true and very upsetting to see how devious this company is to scam a customer. **** was rude and insulting insinuating its my fault as the customer for not asking to see sample before signing the contract, not ******* responsibility to show it to me?! Very dishonest people. I do not wish to do business at all with these people no matter what solution they propose. They clearly have no desire to rectify this. Only agenda is to get paid. 

  

  Business response

  09/20/2023

  We will continue to try to resolve.  

  Customer response

  09/23/2023

  No one has reached out to me from Reborn to refund my money.  They are however reaching out to the financing company trying to collect money for this project even though they did no work on this project.  The sales person was dishonest from the beginning.  It was apparent her only motivation was to pressure me to sign the contract without showing me the acrylic sample to make sure I knew exactly what I would be getting for my $14K. The sales person intentionally did not show me samples of their acrylic material and delayed getting me a sample for 3 weeks to trap me into paying them more money.  I spent 3 weeks calling her, the corporate office and her manager trying to get this sample. Then once I saw the acrylic sample, it looked like very cheap plastic and I cancelled my order.  Now they won't return my $1000 deposit or the $5800 from the financing company claiming that I AM LYING and I did see the sample when I signed the contract. I have never experienced a more devious, unethical company such as Reborn.  They are intentionally taking advantage of customers to make money.  This is not acceptable and they should not be allowed to continue doing business this way.  I have filed a complaint with CSLB as well.  I will also contact other agencies to have them investigated for their bad business practices.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has called me repeatedly after I have told them multiple times to lose my number, they call back later in the same day even after I've yelled at them to stop. They keep asking for a "*******" I'm not her, and I've told them that countless times. They call at ridiculous hours, they called twice in a row before 9 a.m. and woke me up. They called a couple of hours later and I blew up on them (rightfully so) I called back and got an answering message identifying themselves as a call center (When this all started I called back and they did not Identify as a call center) so after I blew up on them, I got the 3rd party call center directly. I told the degenerate that I was filing complaints with the ** and that I would be pursuing legal action as they have violated the **** multiple times (I myself am a former call center employee, they ARE breaking the law). My grandmother is a former Judge and still a practicing attorney. These derelicts have disrupted my day multiple times and are harassing me. This is obviously a scam, fraud, etc. They call from multiple numbers, but some of those numbers pop up multiple times on the caller ID. I called back, and the number I dialed was ************, They also dialed me from ************ and many others. I have almost 2 months of documentation of this stored on my phone. I plan to *** for violating my right to not be harassed or contacted, civilly and criminally. Leave me TF alone!!! I am homeless/live on my mom's blowup mattress, and I have no money to my name, I have made this clear to them multiple times as well. I value my right to privacy and I feel that my rights have been violated, and THERE WILL BE repercussions to their actions against me. Consider getting a real job and stop being a parasite in society. Even Fentanyl addicts have more value to our communities than you leaching scam artists. I'm currently on hold with non-emergency police, they tried to call again, I merged them on and they hung up. Get punked!!

  

  Business response

  09/13/2023

  We will research the source of the alleged phone calls and remove any of the aforementioned numbers from our database.  Please allow up to 7 business days we apologize for any inconvenience this may have caused.  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6th, Reborn Cabinetry, who was referred to me from ******* came out to measured kitchen resurfacing. I live in a condo, so the kitchen is on the smaller side of things to average. I currently have oak cabinets in good condition and was looking to replace the doors with square panel off-white doors. After the 30-min meeting, I was quoted 1-year price $37, ******, September promo $31,633.00. I was shocked at how much this would coast and was told that the company does price matches but the company must have at least 5 employees and a physical location. I received a few bids and sent them over to the sales consultant and asked if they could price match, sharpen his pencil since he knew I was out shopping. Please note, when Reborn came to my house, they never provided me with anything in writing and it was all verbal. They we're going to email me the bid and as of today, I have not received it. After texting with my original sales consultant, he argued with me regarding the bids I provided, said anyone could hold a license, etc. The companies I received the bids from have excellent reviews and referrals and provide the same quality of service. In fact, the other companies only use wood from ****** and all products are made in *** or ******. After texting with him for about 10 min the price reduced from $31,633.00 to $23,127.00. I'm in shock and I do believe everyone needs to make money off their services, but $8,500.00 seems to be a bit on the higher end since the company is still making money at the adjusted rate of $23,127.00. The other companies' bids ranged from $19,101.00 - $17,835.85 for the same doors, color, space, etc. Reborn is refusing to match other bids like they promised per their own requirements. Please beware of this company.

  

  Business response

  09/12/2023

  Reborn Cabinets continues to have a reputation for high quality products at a fair price.  We could not stay in business if we overcharged customers for our work.  There are inherent differences in the quality of products and services remodeling companies provide.  Home Improvement is not like purchasing a car there is quality in the details provided while in our factory and during the performance of the installation.  We stand behind our products with a 25 year warranty and are proud of being American made.  We do understand not all individuals will chose to use Reborn Cabinets and respect that decision.  We are not always able to adjust our products and services to meet some of these often on the surface quality alternatives that ultimately fall very short of what we provide.  We do wish this consumer well with their remodeling project.  

*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. ↩