ComplaintsforBoger Cabinetry & Design, Inc.

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having problems from start to finish and now over having my kitchen done tearing out old cabinets, installing new ones. Paid for purchase and install. Problems continue and the resolution can seem confusing, ordered I need to fix things that make no sense, when I am told due to installer mistakes. Their installer used wrong screws on cabinets. He did not shim or install sink or plumbing correctly. The doors are not wood but HDF that swells, to me poor quality. The cabinets are too close to the wall. Text messages and emails along with receipts. I went to Boger Cabinetry, wanting all wood cabinets because otherwise I would go to Lowes or ********** and do it myself. I initially received a bid from **** for some cabinets, but was curious the price of the Shaker cabinets first pointed out to me. ***** there at the time showing me price for the Shaker on display. Installation problems, product problems and ***** argues what I wanted verses what I say I wanted. Delays manipulated and I wound up with problems. Doors are bubbling up, not straight, cabinets not lined up right and one falling apart from wall. ***** sent someone to my home to find fault and I had someone to come and look again and tell me what is wrong. He said cabinets were not prepped and painted properly and the installation a little off. The other stated it was typical type of door being HDF it will happen again due to the nature of the product. i argue that if they gave me all wood like I asked for most of the problems would not exist, poor workmanship, otherwise why is door falling apart, ****** and frustration in getting help only to be manipulated more. I did not get the kitchen I deserve for monies spent although ***** would throw a jab at that I value my money and my purchase. Emails back and forth he seems to make it up as he goes when I am trying to show my concern and how I feel as a customer. I wanted real wood, stuck with HDF (cardboard). A kitchen known wet area. Why?

  Business response

  10/25/2022

  We have been trying to resolve issues with *************  The situation is complicated due to several issues that are outlined below.   I will try to be brief... 

   

  Bullet Point Summary:

   

         We sold the customer a complete kitchen from the manufacturer, ***********************.

         Due to customer changing ********************** and adding items, it took time to submit complete order and get it over to them.

         Damaged doors at time of delivery were replaced in a timely manner that did not affect installation.

         Customer asked if we knew contractors because she needed assistance.  We referred one to her.

  The customer hired ********************* (see item #** Terms and Conditions of Sale) explaining it was up to the customer to choose her installer and ********************** does not assume liability for her choice of contractor or installation.

         Customer had issues with 1 panel and 2 doors and has received those replacement parts above and beyond what is usually covered warranty.

         Customer was fully aware of what she had purchased.  ***************** signed our Terms and Conditions of Sale (attached).  **** had lengthy discussions with us about the cabinet specifications.  A brochure was given to her that I have aslo attached and highlighted a page for your perusal.  

         The cabinetry at the customers home shows signs of neglect including what appears to be moisture damage.

         Independent contractor (***********************) did audit of kitchen before he was going to install replacement parts, but issue would reoccur if issues not fixed.

         Offered a replacement cabinet box if customer would fix moisture issues with her kitchen.  She has not done this to date.

         First time Boger Cabinetry heard of issues was approximately 14 months after the installation.

         Some of the damage and quality issues that have been reported have been outside of our control and reported to us which most would consider and unreasonable amount of time. Her installer had a 12-month warranty on his services however it is our understanding he was not contacted about issues during that period f time.  

         *********************** has an excellent reputation and sells a good product.  They stand behind their cabinetry. We have sold tens of thousands of their cabinets.

   

   

  What Boger Cabinetry will do and has offered to resolve dispute:

   

         ******* Cabinetry Company will replace the full cabinet (W2730) by the stove.

         All original claims have been processed and are at the customers home.

         The customer will arrange installation of components.

         Boger Cabinetry & Design and CCC will continue to honor manufacturers warranty.

         Boger Cabinetry & Design will expect any future claims to be submitted in writing complete with pictures and explanation.

         Water Damage moving forward will not be considered for warranty.

         Boger Cabinetry will give the customer a check for $250.00 (amount we would have paid a contractor to install current parts and cabinet replacement).  This is the only compensation that we will issue because we previously offered to install the replacement parts (due to being previously offered in good faith).

   

  I have enclosed a file with information disuccsed in this email.  We are trying to help **** and get these issues that we are responsible for resolved as quickly as possilbe.  If any further explanation is required please contact me.  Thank you again. 

   

   

  Sincerely,

   

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

   

  President / CEO

  Boger Cabinetry & Design

  9721 ********************

  *******, **  46037

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

   

   

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************
  

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Trying to submit picture showing both fake doors have bubbled spots. ***** only sent one. Plus I sent report and pictures several cabinet fronts paint flaws coating. Please submit this.

  The attached (#2) is off my bank statement all the expenses went to Boger Cabinetry $3934.67 total paid per information below.

  #3 He states I installed some cabinets which is a lie and I have no idea where he gets this. This is due to cabinet paint failure which he refuses to submit to the supplier tries to knock me out of warranty to stay in control.  He was not in my home at the time so why does he make statements he does not know.  I can assure you I never installed any cabinets as I was afraid to with plumbing and lifting cabinet above head seemed too hard to do.  I wanted it professionally done, but I trusted the wrong people I guess.

  #4 He states I installed some cabinets which is a lie and I have no idea where he gets this. This is due to cabinet paint failure which he refuses to submit to the supplier tries to knock me out of warranty to stay in control.  He was not in my home at the time so why does he make statements he does not know.  I can assure you I never installed any cabinets as I was afraid to with plumbing and lifting cabinet above head seemed too hard to do.  I wanted it professionally done, but I trusted the wrong people I guess.

  #5 Regarding complaint ********************* 22CP88858 FW: Missing or defect/Newcabinets not fully done yet

  Please see all attachments.

  
  Regards,
  
  *****************

  
  

  Business response

  11/22/2022

  It is very unfortunate that this has gone without resolve.  Boger Cabinetry sells cabinets, Not Installations.  We do not accept payments or commissions from any installer that we may put in contact with our customers. It is up to our customer to select and hire the contractor.  We made it very clear what the customer was purchasing and had her sign a Condition of Sale that clearly stated that we are not responsible for the contractor in any way.  I will say that the contractor offered a 1-year warranty on installation that had expired when the complaints originated.  We have sold thousands of these cabinets.  They are great value for the money.  **** purchased what she could afford and got good value for her money.  There are issues that should be addressed in her kitchen that could greatly improve the environment that the cabinets are exposed to.  We have offered a solution to the current issues that were originally addressed, and the customer has received the replacement parts.  I would suggest that **** contact the contractor as ASK for assistance.  She needs to be specific, and address only issues he worked on.  Replacing all of her cabinetry would not be considered by Boger Cabinetry.  **** did get real wood cabinets with HDF drawers and doors.  The is no cardboard in the construction of any cabinet we sell.  Again, **** knew exactly what she was purchasing and could afford.  If we can be of any further assistance to her, she can put a request to us in writing that includes pictures that are in focus for our consideration.  We will her the best moving forward and hope she can get her issues resolved.  

   

  Sincerly,  **********************

          President Boger Cabinetry & Design.  

  Customer response

  11/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************

  Boger utilized a handyman service to give expert advice about my kitchen.  *************************** response to me below, copied from email. This man told me he gets work referred to him by Boger Cabinetry.  They are not a restoration company that deals with determining cause for insurance purpose. 

  We are not registered with the better business bureau. We are registered as a business through the ****************. The name of our company is ****************. IRC stands for **** ******************** We perform services such as cabinet installs, drywall, paint, flooring and other basic handyman work excluding plumbing, electrical, hvac and roofing. ******* does not require licensing for the work we perform, although we are fully insured. 
  
  *********************;
  ****************

  ************ 

   

  I have stated back in June of 2021 and June of 2022 started communication again about the paint defects and the cabinet doors.  He will always argue with the customer, as he has since day one.  He will tell you whatever suits his agenda.  Yes, I wanted wood all wood, which does not include an engineered wood product made out of fiber pulp and glue.  This is not definitely real wood, and it is deceitful to say so. 

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