ComplaintsforFactory Plaza, Inc

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out on September 18th to measure for the cabinets (a week after making the purchase). ****** (Senior Project Manager and also the salesman) had said it would be 2-3 weeks before the cabinets would be ready. They would be installed the same day they would be delivered (which they weren't and it wasn't 2-3 weeks) and then the counter would be measured, cut, and installed within 3-5 days. So, a month from September 18th would roughly be October 18th.I demolished my kitchen on October 21st and was expecting the cabinets and counter to be installed without any problems within that week, so by October 28th. The cabinets weren't delivered until November 6th. On the 7th only half were installed, so they could measure for the countertop.I sent back doors that were damaged and made too large for the cabinet, that very same day.When the counter came it had two scratches in it. Today is November 22nd (that is two months since the day they measured) and I still have a counter with scratches, I have panels that aren't even present in my apartment for installation, handles and hinges that have problems, and a door that is missing.My wife and I walked this done way before November 20th, because we are doing IVF and we needed a kitchen to prepare healthy food for her. My wife is now stressing because the kitchen isn't finished and a lot of what needs to go in the cabinets is still on the floor in another room. The cost of having to eat out for the last has been draining to say the least.I have to continually call them because they are not proactive and never follow up to see if the problems have been resolved.

  

  Business response

  12/05/2023

  Our manager has already reached out to this customer to remedy the issue. 

  Thank you

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While the prices are a few hundred dollars less than others in that area, the customer service is horrible once you've paid. I emailed **** multiple times and never got any replies, I always had to call him and follow up to find out when my install date was and for any other issues. My counters had pen/pencil marks on them along with a large circle. There was a lot of glue residue and glue finger prints left by the installers on the counter as well. I know they scraped as much as they could, but you could feel the residue after multiple soap cleanings.I tried to clean them using soap and water but they would not come off. Some of the marks that go right up to the wall would be partially covered by the backsplash, all of it would not. The other longer marks would not be covered at all and neither would the circle. I emailed asking if there were other products safe to use on quartz to get these out, no response.I had to call other quartz shops and fabricators to see if they could help. Some said since it's not their product they wouldn't feel comfortable telling me what I could and could not use since they didn't know what kind of quality it was. I had to look up tips and tricks, on how to get rid of these. I had to run around to multiple stores and it took a few days to get the marks out without any help from Factory Plaza. I spent countless hours looking up info and calling other shops. Then spent more hours trying to find the products needed to get it clean. It took 3 days of out my schedule to get this resolved by myself.

  

  Business response

  10/23/2023

  Dear *************************,
  I would like to express our sincere apologies for the challenges and inconveniences you've encountered during your recent experience with our services. Your feedback is of utmost importance to us, and it highlights areas where we need to improve.
  Firstly, we understand that there were concerns regarding the communication process. We want to acknowledge that while **** did engage in conversations over the phone with you, there were instances where he was unable to promptly respond to your communications. This was due to unforeseen circumstances as he was out of the office sick. We understand that this could have been frustrating, and we apologize for any inconvenience it may have caused.
  Additionally, we are genuinely sorry for the issues you experienced with your countertop. Our goal is to provide a seamless and exceptional service, and we regret that we fell short of your expectations. We take full responsibility for the pen and pencil marks, glue residue, and glue fingerprints that were left behind by our installers.
  We are committed to addressing these issues and ensuring your satisfaction. Our team will be in touch with you to discuss the specific problems you've encountered and explore potential resolutions. Your feedback will help us improve our processes and deliver a more satisfying customer experience in the future.
  Thank you for taking the time to bring these matters to our attention, and for your patience as we work to rectify them.

  Customer response

  10/29/2023

   
  Complaint: 20703712
  
  I am rejecting this response because: it has been 7 calendar days and I have to respond within that time or this complaint get automatically closed. Factory Plaza has NOT contacted me since their reply. Not vai phone call or email, nothing. 

  I would advise they go back and revist my complaint. I never said I did not talk to **** over the phone, I said I was the one who always had to keep following up to get a hold of him, usually multiple times in a day just to get a hold of him. He was out sick BEFORE my counters were installed, and would not return a call at ANY point. After I left my ****** & BBB review he called a few days later to say sorry that he never got around to calling me back. I asked is that was the only reason for his call, to which replied yes, and that was the end of the call. the only reason they are taking responsibility for the marks on the counter is because I have pictures that they can't deny. I was also assured complimentary cutting/charcuterie boards from counter reminants and those were never received either. They dont' care about taking care of their customers, unless you're spending tens of thousands, and even then they don't seem care based on other complaints. I'm not holding my breath that anyone will bother to contact me to make anything right. It's just not who they are. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/09/2023

  Our General Manager is in contact with the customer. The customer will be compensated for her time. 

  Thank you

   

  Customer response

  11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ***** has reached out and has been sincere in wanting to make things right. He's advised that internal protocols and retrainings have been put in place to ensure quality of work and customer responsivness are proritized. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  E-Mail communication between ****** and myself begin mid-June regarding the purchase of kitchen cabinets. We told ************** we wanted white flat panel cabinets. ************** told us to email him dimensions of our kitchen. He then sent us a design of our kitchen and told us to come in to finalize everything. We were never shown samples of the different variations of white cabinets. We signed the contract during mid July and were told cabinets were to be delivered in September. I contacted him for an update on the cabinets end of September and ****** told us the order was never placed because we failed to sign the contract. The contract was signed and it was a blatant lie by ************** because the contract was signed and finalized in July. He inadvertently made a comment to my husband that they are extremely short staffed. The cabinets are finally delivered in early December and they were not the cabinets we ordered. We wanted white cabinets. The cabinets delivered were a white dove which has a cream undertone. I contacted ************** and he told me that the deal is final and I agreed to White **** because it was included in the contract. I informed him that we were never shown any samples or variations of *****. We told him numerous times we wanted white cabinets. My husband and I did not realize white dove is a different shade of white. He said he is willing to stain them white for $3800. I agreed to split the difference but he refused and said $3800 is final. I told him I would like to speak to the owner and was told by ************** the owner does not want to speak with me. The customer service has been the worst I have ever experienced. The lack of empathy to try to resolve this was absolutely upsetting. Please let me know how to proceed as ************** and the owner refuse to come up with an acceptable resolution. An acceptable resolution would be for Factory Plaza to stain the cabinets white at no cost to me or issue me a refund for at least half of the purchase of the cabinets.

  

  Business response

  12/27/2022

   

  We have over 30 standard colors on display and each color has a name.
  Factory Plaza does not have a "white" as one of the colors on display, there are many white options. The color of the paint selected would not be "white" or just "white" when being selected by any customer since we don't have such an option.
  
  
  While the customer was in the store not once, but three times he had plenty of time to see the options of the colors being selected. No project manager selects colors or styles for their clients. The customer's cabinet order was signed off on in Sept. and delivered on 11/21. As for any delays things happen in manufacturing from time to time and we do our best to provide a timely production timeline.  
  
  
  We have been in business for  17 years and we don't want any misunderstandings.
  We specify the color in writing so there is no confusion and we ask to review and sign the order with the color and style selection. All paperwork was signed and approved by the customer. 

  The cabinets were delivered on November 21st, and on that day, the customer signed that everything was OK with the order.

  Factory Plaza can repaint the entire order per customer specifications for $3,800

   

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

  Factory Plaza, Inc
  
  ...

  Customer response

  12/29/2022

   
  Complaint: 18633969
  
  I am rejecting this response because we were not shown any samples or variations of white. The first time we visited the showroom was to discuss the layout of the kitchen.  The next time we visited the showroom was to sign and finalize the contract. ****** made the assumption that is the shade of white we wanted for our cabinets.  If there were numerous whites, then ****** should  have showed us. We would never have agreed to the shade of white provide by you.   We contacted the owner and she has yet  to return our call.    There is no empathy.   I do not think it is fair that we should eat the entire cost of painting the cabinets. 
  
  Sincerely,
  
  *****************

  

  Business response

  01/04/2023

  I also reject the customer response. ****** has the exact same selling process with every customer: he shows them how our cabinets are built in the showroom, then he walks to the rack with cabinet colors to show different colors and different styles. The cabinets that we have in showroom are also different shades of whites as you see on the picture. The customers were in the showroom twice and saw both kitchens in the showroom, and different shades of white on the door rack. They signed the contract, and we manufactured exactly what they had ordered. The owner is not dealing with customers in any case, the same way the owner of ********** or Menards is not dealing with any single customer.  

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Factory plaza did design for my kitchen I paid $200 for design and meter , I ordered kitchen cabinet they got money $6,097.08 for everything but the gave me wrong size cabinet and not enough crown molding side panels toe kick , and I have another order for countertop it was $1620 I'm trying cancel this they charging $500 for cancelation

  

  Business response

  10/05/2021

  Factory Plaza is working with the customer on resolve all issues. 

  Customer is satisfied with the solution

  Thank you

  Customer response

  10/09/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩