ComplaintsforGarrison Custom Cabinets, Inc.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered custom cabinets end of March 2022, approx a week later I checked to see if I could make a change in the choice of the k**** and was told that would be fine. When the cabinets were installed, the original k*** choice were on the cabinets. I contacted ******* from Garrison and he said he had forgotten to make the change on the order but he would take care of it. We also had a shelf that was missing. We have been told several times that the hardware wasnt in, that it came in but they couldnt find it in the shop. There was one attempt to come out but we were not contacted beforehand and the installer walked in someone elses working in our home and that person didnt allow them access. We have been told multiple times since that someone would come and finish but that they are short handed. I have emailed the owner, ***** Garrison and she does not respond anymore. Calls to the office do not help either. There are 4 cabinets that need adjusted as well. We are repeat customers to Garrison and also referred my nephew and his wife. Really disappointed, didnt want to file a complaint but have run out of options.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 12,2021 - I met w/ ******* and my Contractor (***** ******** fr ******** Contracting) at my home re. new cabinetry for my kitchen. I showed both a picture fr the internet, cabinets were actually done by ********. What I liked about the cabinets fr the picture was that it had an accent to it along with a staggered look. Per ******* he said he was able to replicate that from the picture. January 19,2021 - I met ******* at his place of business to go over the material I would like for building my cabinets. ******* asked again to view the picture of cabinets I was interested in. I presented the same picture from the internet, and the same accent showing. June 1, 2021 Custom cabinets fr ******** were installed in my kitchen. There was no accent as I anticipated. I addressed the issue w/ Mr. ******** (******** Contracting) and *******. He advised then, they were not able to do the accent due to the height of the ceiling. No one disclosed that information w/ me fr the two times I showed them those pictures! Aprox. June 11, 2021 - Due to the error, ******* agreed to substitute a diff accent per my liking. We agreed to do 4 frosted glass doors with an accent. ******* stated they will extend the height of the cabinets above the stove to apply the requested custom changes in order for that to be the focal point I was aiming for. He also agreed to come and repair scratches/minor damages due to shipping and installation. July 16th Update request via text on cabinets and repair - no response August 9th Update request via text - Reply stated ******* will check on doors August 10th August 10th - No response on update request August 13th - Update request via text - Reply stated doors were getting painted August 20th - Inquiry via text on what's to happen next - Reply ******* is to inspect, get class cut and schd/send service tech out Sept 8 - Update request via text - ******* reported COVID Oct 12th - Req for cabinets - No response Nov 18th - Req for resolution - None

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/01/23) */ Contact Name and Title: ***** ******** CEO Contact Phone: XXXXXXXXXX Contact Email: ***********@yahoo.com Iwould like to start that we do notfurnish glass on any of our cabinets ,We have no way to transport glass and have never offered glass to customers . If customer wants glass they have to furnish the glass them self and install glass to !As with any remodel job especially when the space is not there it just not possible .The contractor is who we dealt with ******* did meet out there along with the home owner ,Contractor paid deposit as required and he paid the balance when cabinets were installe4d per company policy ,I would like to add being the owner of ******** I have not heard from the contractor on any of the above mentioned to date .I don't think the bill for the cabinets would have been paid with in terms if he was unhappy with what he ordered , Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******* was our main point of contact for this business (Contractor and myself), not ***** ********. At times it was difficult to reach ******* and whether or not the Contractor reached out, I as the Customer did. In the end ******* did AGREE to substitute with a different cabinet accent (even if glass was mentioned he still agreed). Even though as in "good faith" the transaction was paid in full, I should still be entitled to what was agreed. Business Response /* (4000, 11, 2022/02/08) */ I spoke with ******* today about this job ,He informed that all cabinets that were installed was with in customer budget .That budget given for cabinets was given to ******* by the builder .Any additional items would have exceeded the home owners budget .The additional items in question were not and have not been charged to the home owner .If the home wants to make a additional purchase she may.In no way did ******* tell customer he would pay for them Business Response /* (4000, 15, 2022/02/23) */ As stated in my previous response, there is nothing left to be made, or to deliver to the customer. I am sorry for the misunderstanding, but ******* nor anyone at Garrisons would have told the customer that we would provide glass doors seeing that we have NEVER provided glass doors. Like I stated also we would be happy to make her some glass ready doors, if she would like to provide payment for them. And the customer would have to provide her own glass. I feel that this is pretty self explanatory, the customer hired a contractor to do some work, they in return hired Garrisons to do some cabinets, and we fulfilled that request. I would love to due business with homeowner if she still wants additional doors made. Thank you, ***** ********

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