Complaints

The 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:08/08/2023

  Type:Product Issues
  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.

  In March of 2023, I called *************************** corporate office to request dealers in my area. I wanted to expand my kitchen and wanted to continue to use *************** cabinets as those were the cabinets I had already installed in my kitchen. The original dealer was no longer in business. *************** sent me to Timberline Kitchen & Bath.Since our time with Timberline, Timberline has refused to share a price breakdown, written specifications, timely updated plans, order list, and bullied us into paying based on their promise we were getting exactly what we had in our kitchen. We paid on time and played by their rules. We were denied inspection of the cabinets and denied to see the specifications prior to full payment and prior to delivery. They take a couple thousand here, and another couple there, before you know it, you are several thousand dollars in the hole with them. We were promised we would get new cabinets exactly like the existing cabinets. Once cabinets were received, pieces were incorrect and were made in cheapest materials. After many attempts to contact Timberline, Timberline has refused to respond back to us.Timberline charged me for kitchen cabinets at a premium price while having them made in MDF and particle board. See, *************** also makes cheap cabinets for big box stores like ***************** which sells from $100 to $500 a cabinet. We wanted solid wood cabinets, just like our old cabinets. We paid nearly $24k for 14 cabinets. This comes out to $1,700 a box. We estimate an overcharge of at least $15k for the product received. Neither *************** and Timberline will respond to any of my messages.We would have never done business with them, but it was *************** who referred me to them. We had worked with *************** twice before, and then it was a pleasant experience.

  

  Business Response

  Date: 09/01/2023

  We provided everything to ****** that was in her signed contract and signed off plans. There was a issue with 2 doors that we were made aware of three weeks ago and they have already been replaced and delivered to her. 
  

  we have been nothing but harassed by this customer unfortunately- however everything has been supplied as ordered and specified. 
  

  please let me know where I can send copies of the signed contract and plans to, to resolve this issue. 
  

  Please send all emails to ******************************************************** 

  thank you

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

  Vice President ********************** kitchen & Bath

   

  

  Business Response

  Date: 09/12/2023

  Response

  Our contact with *************************** in March of 2023 was as she asked to order cabinets from a brand we sell "***************" when she purchased original cabinets in **** & 2014 Then the company was called Custom Cupboards . Over the time span the spec of the cabinet has changed in many ways . Our job was to relay what era spec we were trying to match . on 4/26 we presented the homeowner with a written quote ****** . Then we where asked to price each cabinet individually , our response was that we do not offer that service mostly to do with software limitations . 

  Then she requested us with many options to price ,at that time we presented a design retainer for ******** to continue working on her project , she paid the amount and signed the retainer agreement.

  1) we were pricing at no charge her plan of what she needed , After payment we went and measured  the job site and sort out old from new . we made many changes back and forth and I made sure that the old was match the new reveals and toe space ht..

  2) Customer agreed to a final plan of 20,777  plus Tax and shipping and job site delivery these #'s should not be included when averaging the average cost per cabinet .

  3) All cabinets on this order are custom to match old reveals and wall cabinets were produced 15" deep wall cabinets are 12 "

  4) the customer states these cabinets are sold through **************** this is not so.

  5) the signed signed a plan along with final pricing contract including payment terms . 50%deposit when ordering 50% before delivery  

  The resolution of. 15K refund on a 20K orders we wrote checks exceeding this number .

  6) AS to the plywood box which was a standard offering many years ago , the ************ are furniture board but to do have a matching maple print interior ,so they look the same for 10% less

  7) Finally about wrong pieces , there were 2 doors ordered in wrong size and were replaced ASAP .. There is no outstanding issues of product on this job

  I hope this answers all questions    ***************** President   Timberline Kitchens & Bath , inc     Since 1981 

   

  

  Business Response

  Date: 09/12/2023

  Please see attached signed contract and plans from ** to ***************************

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20441846
  
  I am rejecting this response because the statements are false.

   

  To address each items listed. The numbers coincide to the numbers to the September 12 response.

   

  1. False. On April 24, Timberline comes to the site to take 1st measurements of the kitchen. On April 26, an initial quote of $17,560.85 was sent from *****, Timberline owner, to the homeowner. No plans are sent. The homeowner comments on the vagueness of the quote, but was assured by ***** that the initial quote was to provide a general idea to gauge the overall cost of the cabinets. She said a more specific quote would come out later in the process when the drawings are made, but she would require a down payment of $3,000 to draw the plans, which would then provide more specificity to the project. ****************** $3,000 to **********************************

   

  Moreover,on May 24th, at the Timberline office, the homeowner meets with *****. ***** provides homeowner with a printout of the plans and an updated quote. The 2nd quote is now $23,260.59. The quote is once again very vague and does not have a breakdown of cost and lacks specificity. Theres no list of items ordered. The homeowner reminds ***** of the price breakdown, but she says she doesnt have it ready yet. ***** states the plans are ready to send out to ***************, however, ***** wont have the price breakdown until *************** accepts the order, which should take ***** business days. ***** does have an estimate and demands a 50% deposit in order to send the plans to *************** in order to see the price breakdown. The homeowner writes a check for $10,000 to Timberline and hand delivers it to *****. Then, on May 25th, the homeowner asks ***** whether the order has been processed at *************** and if so, then has *************** provided a price breakdown and delivery estimate. ***** responds saying it will take a week or two for *************** to confirm the order.The following day, the homeowner calls ***** and they have a discussion on the quote, plans, and price breakdown/order list. This is the exact moment, after Timberline collected $13k from the homeowner, ***** finally discloses its not the company policy to disclose a price breakdown of the plans.  
  

  
  Furthermore,the new cabinets do not match the old. The materials of the new cabinets are made in the cheapest materials, whereas the old cabinets are made of solid wood. The lower cabinets drawers do no align from box to box, nor does the toe kick match in height.

  
  2. False. The total quote paid was exactly $23,260.59.

  
  3. False. Once again, the new cabinets do not match the old cabinets.

  
  4. False. The homeowner said the quality of material used to make the new cabinets are of the same quality of materials one can buy from *********************************** Unclear. These words are gibberish and its unclear what the point is from Timberline. The homeowner did not receive any refunds. The homeowner is not overdue any balances. Timberline overcharged the homeowners.

  
  6. False. There is no maple print interior in the new cabinets. Timberline charged the Homeowners for kitchen cabinets at a premium price while having them made in poor quality materials in order to maximize their profits.

  
  7. False. In additional to the two doors incorrectly size, the side wall to the beverage drawer refrigerator was incorrect as well. A replacement of the side wall was not sent, nor was a refund for it was received. In addition, there are pieces from the order unused in the project with no description as to it's purpose.

  
  At the end of the day, the Homeowners isnt asking for a full refund of the order, but to pay a reasonable price of the pieces used in the kitchen. Timberline refuses to send any support of the order list and price breakdown. This whole issue can be resolved very simply.Timberline disclose the costs you paid to *************** for this order and your markups. 

   

  ***********************************************, Homeowner

  

  Business Response

  Date: 10/12/2023

  Addressing the refund- We priced this job prior to purchase, it was signed by the customer at the understood price and design. The parts we supplied are correct to be able to install this job as per signed plans by customer. 
  

  The end panel is designed properly based on the design that the customer signed her designed plans. We do not believe that this would require any refund. All info about countertops was supplied by homeowner , that why the plan is noted and was signed
  

  All the cabinets, panels and sub zero fronts are listed on her plans that will be considered the order list. 
  

  I will attach the signed plans and proposal that the customer agreed to. 

  In the last response from the homeowner, she stated that the cabinets are sold at ********** and Lowes at a much lower price ,this brand is not sold at ********** or Lowes so any information that she has is not based on the product that was purchased.
  

  This job was supplied exactly as purchased

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20441846
  
  I am rejecting this response because Timberline did not provide what was promised. Again, I am not asking for a full refund, but a price adjustment for the low quality pieces as well as a refund for the unused pieces for the project. Timberline continues to refuse to show any transparency for the order. This issue can be easily resolved once Timberline can support the details of the order by disclosing the manufacturer costs, price breakdown, and description of the cabinets specifications. Timberline confuses themselves by stating a contract was signed, however the contract was a quote/estimate for the project. In addition, Timberline refused to allow inspection of the order before final payment.

  We keep going around in circles. I simply want to pay a fair price for what was received and used. In order to do that, we need to review the price breakdown, descriptions of the cabinet specifications, and manufacturer costs. Timberline charged us for kitchen cabinets at a premium price while having them made in poor quality materials. We paid nearly $24k for 14 cabinets. This comes out to $1,700 a box. The cabinets are made in mdf and particle board, while our original cabinets we intended to match are made of wood. Timberline created this problem by their use of deception and they should make efforts to rectify this problem. 

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