ComplaintsforTri Star Cabinets & Top Co., Inc.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a full kitchen remodel. The cabinets are less than 2 years old. Weve had issues since day one with the quality of paint. The service guy even agreed the cabinets should not look like that. They took the doors and drawers back a few times to try and make it right. The last time they were out looking at the cabinets they tried implying the defects were my fault. After reading multiple reviews I now see others have had the same compliant. *** called the owner and left multiple messages and hes ghosting me.The cabinets cant get any time of water/liquid spilled, splashed or drilled on them or they will warp. I have anxiety every time we host an event praying no one spills because my cabinets will get ruined even more- even if you tend to the spill right away. I wont let anyone else wash the dishes for the same fear. The kitchen is supposed to be the heart of the house and I feel like I cant enjoy it.The doors and drawers have to be made out of mdf and not sealed properly. Mdf is extremely water absorbent. I just want my cabinets to not look like c*** when they are practically brand new. I have other friends who had a kitchen remodel done around the same time with different companies and they are not having this issue. It is not user error, its a builders error.

  

  Business response

  11/28/2023

  The Delaneys received full kitchen cabinetry from Tri-Star that was delivered to them on 1/13/22.

  On 1/24/22 Tri-Star received a Service ticket #***** for doors on pantry that the paint did not look uniform and some shelves that did not fit properly.
  Tri-Star sent our service tech to the residence on 2/15/23 to look at the issues stated. (Please note we did have an appt set up for 2/2/22 but had to cancel due to a winter storm that day.) We did determine that the pantry area doors were not uniform and that the doors had rough areas on them.The service tech then looked at other doors in the kitchen, agreed with the homeowner that it wasnt correct and decided that all of the doors and drawers needed to come back and be refinished. At this time the service tech also fit the shelves properly. We returned all of the doors and drawers on 2/21/23.
  
  On 3/2/22 Tri-Star received a 2nd Service ticket #**** stating paint was coming off island. We also received pictures from ******* showing the damage.
  Tri-Star sent our service tech to the residence on 3/7/23 to assess the areas in question. Our service tech did find damage to three drawers in the island and found that it was caused by water sitting on the cabinetry which caused the finish to lift and the water to get underneath. The service tech took some photos and explained this to the homeowner so the problem wouldnt keep happening. We then agreed to make new drawer boxes and drawer faces for the homeowner at no charge. We let her keep the current ones while we made new ones so she wouldnt be out drawers while they were being made. We returned with the new drawers on 3/24/22.
  
  On 6/28/23 Tri-Star received a 3rd Service ticket #**** stating there was damage that needed to be looked at.
  Tri-Star sent our service tech to the residence on 6/30/23.The service tech stated doors under the sink had damaged caused by water and when he removed the door there was water dripping from the bottom of the door.
  The same 3 drawers on the island (that we had redone 2 times before) all had water damage and drip marks on the bottom.
  The sink panel had paint peeling from water as well.
  The garbage rollout had a lot of wear by the handle, which is caused from nails and wet hands as well.
  When the service tech returned to Tri-Star, we deemed this to be caused by the homeowner and we couldnt keep replacing things at no cost when there was no effort by them to keep the cabinets dry. Our material Medex is moisture resistant but when water is left sitting on the finish, the paint will lift and cause water to get under the finish. 

  ******* did speak with the owner ******************** and at that time he explained to her that we would be more than happy to replace the damaged items for her but she would have to pay for them this time. He explained to her that we couldnt keep replacing things at no charge. She was not happy with that answer and at that time told us she would contact the Better Business Bureau.
  
  I have attached:
  Copies of service tickets and photos received  
  Materials list of what was used on this order
  A hand out to describe what Medex material is
  Photos that were taken by our tech on 3/7/23 and 6/30/23
  
  Furthermore, if this was not water damage caused by the homeowner the problems would not consistently be around the sink areas and island right across from the sink.
  This problem is not happening on the other areas of cabinets in the kitchen.

  When our service tech took the door off of the cabinet and showed her the water dripping from it she then went to the front door and opened it, signaling them to leave. It was shown directly to her that water is left to just sit on the cabinetry.

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