ComplaintsforU S Cabinets Express

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with US Cabinet Express to renovate our kitchen. The actual work begin in June 2022. Additional work completed latter part of 2022. Additional work was performed in April 2023. At that time, several items within the contract were left incomplete. We documented these items several times with **** at US Cabinet Express. After numerous phone calls, texts, emails and in person meetings, no resolution for these items have been completed. Each meeting or call with **** comes with apologies, excuses and promises to address issues quickly, but no resolutions! Our last in-person meeting was Wednesday, March 27, 2024 at that time **** promised to address remaining items quickly, even mentioned someone coming to our house the next week, but to this date we have seen no one from his company. Each time we make contact with **** he acknowledges items, provides excuses and states he will address within the next two weeks. We are FRUSTRATED over the past year, that we have had to initiate all the correspondences with ****, also FRUSTRATED with all the excuses, lack of action and attention on his part. As you can imagine this was a large expenditure for our family. This has been a ordeal we do not wish to encounter again with any owner/contractor of a business. A few of the items not completed are cosmetic and can be seen, noticed every day, by us and any family or friends which visit our home, which just adds to our frustration,

  Business response

  09/13/2024

  GOOD MORNING;

  MR. AND ******************* ARE SOME OF THE FINEST PEOPLE YOU WOULD EVER WANT TO BE AROUND.  THIS FINAL ADDRESS OF ITEMS HAS WENT BEYOND REASONABLE AND I AM IN TOTAL AGREEMENT WITH THEM.  WE HAVE BEEN SHORT HANDED AND JUST KEPT PUSHING THEM TO THE BACK BURNER WHICH IS VERY UNFAIR TO THEM.  WE HAVE RECENTLY HIRED A  "PUNCH LIST/COMPLETION" STAFF/PERSON WHO DOES NOTHING BUT FOLLOW-UPS.  OUR WORK IS EXCEPTIONAL BUT IN THE LAST YEAR WE HAVE GOTTEN BEHIND ON SMALL THINGS.  WE ARE GOING TO REPLACE THEIR HOOD DUE TO ITS DAMAGE AND WILL RECTIFY THE SITUATION.  WE WILL KEEP YOU POSTED WITH SCHEDULE, PICTURES, ETC.

  MY APOLOGIES AGAIN FOR THIS UNACCEPTABLE TIME DELAY

  ****

  Customer response

  09/18/2024

   I am rejecting this response because:
  
  I do appreciate the response by **** at US Cabinets Express.  However, we would like to leave this compliant open until we actually see some work being done at our home. We have had several conversations in the past with *********; about the items that need to be completed, but after meetings and conversations still have not seen any of the pending items being completed at our home. We understand the need for schedule to be setup, however, we should be on the top of the list, due to the length of time the items have not be addressed.  Our request should be expedited and complete promptly within the next few weeks no later than by the mid part of October.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My in-laws entered into a contract with US Cabinets Express on 06/30/2023. With the amount paid in full. On 10/25/23 a change order was signed for additional services and, again money was paid in full. As of 07/31/2024 this project is still not completed. The contract clearly states it can take up to 12 weeks. We are now at 41 weeks since the change order and over 52 weeks from initial contract signing. They have been without the use of their kitchen for an incredibly egregious time. My mother in law has been given the run around for months. I was informed by the owner that the project would be completed by the end of July. Yet, here we are and the plumbing, flooring, and stove are not installed completely. My in-laws are also responsible for providing care for my mother in-laws mother on a rotating schedule. This has become difficult with the false promises and missed appointments by the owner and his crew.

  Business response

  08/19/2024

  AS USUAL THIS WILL PERHAPS NEVER GET RESOLVED TO THE CUSTOMERS BENEFIT, THEREFORE ONCE WE GET THE NEW DOOR FOR THE 6" FILLER PULL OUT AND DO THE TOUCH *** WE CONSIDER THIS PROJECT COMPLETE ON OUR END.  THIS CUSTOMER IS A GOOD PERSON BUT NOW WE ALL KNOW THAT SATISFACTION WILL NEVER BE MET AND MY ACCREDIDATION WILL NEVER BE REINSTATED.

  Customer response

  08/19/2024

   I am rejecting this response because: Again based on the business owners response, there is no accountability. His responses have always been how this affects him. Not the fact that a simple kitchen remodel has taken over 13 months from initial contract signing. My in-laws are good people and have been taken advantage of by this company and owner. Ive been in the real estate and construction industry for almost a decade and have seen 3-4 thousand square foot houses built in half the time its taken for this remodel. The process has been full of empty apologies and promises as well as a total lack of initiative. As stated in my initial complaint the contract was signed with up to a 12 week period and the amount was paid in full over 30k. Its clear that the money has went to fund other projects and the company is in need of other projects to complete this one. Also know as a pyramid scheme and its starting to collapse. 
  
  
  

  Business response

  08/20/2024

  Good morning we are very close to being finished and it is a beautiful kitchen and yes it is taking way too long to do this there are always two sides to every story some jobs go smooth some do not we have had a rough year in business but we are very close to getting this one done and yes they are fine people some of the best people in the world and it has taken way too long for that I'm sorry but when I do walk away from it it will be right 

  Many times in the business world people come to conclusions that are based on anger resentment or some other human emotion. I know that **** cares about his family and that I can appreciate but on many of these issues he is definitely wrong but that's okay thank you

  Business response

  08/20/2024

  GOOD MORNING:

  THE DUMPSTER IS BEING REMOVED IN THE NEXT 48 HOURS.  WE ARE CURRENTLY WORKING ON THE BUTCHER BLOCK COUNTERTOPS FOR THE CLEAR COAT AND THE BEVELING OF THE TOP EDGE TO TAKE

  AWAY THE HARSH 90 DEGREE.  OUR MAIN CONTRACTOR ON THAT PROJECT KNOWS ABOUT WHAT HE HAS TO DO BEHING THE REFRIGERATOR WALL TO SATISFY CUSTOMER.  OUR CLEANING LADY WILL BE UP

  THERE EITHER WWED. OR THURS. OF THIS WEEK DEPENDING ON MRS. ****** SCHEDULE.  WILL SEND PICS AND UPDATES ALONG WITH CUSTOMER SIGN OFF ON TOTAL COMPLETION.

  THANKS

  ****

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  New home build and contracted with this business for flooring, cabinets and granite countertops. Originally ordered August 8, 2023. Was told cabinets would be 8-9 weeks. 16 weeks later most were delivered. Still do not have a wall cabinet for bath and two door fronts to complete job and multiple issues that need to be resolved. The finish quality on the cabinets is the worst. That is not his fault, but very poor manufacturing. The cabinet installation was horrible, the installer initially installed them at 24" instead of the standard 18" marking and tearing up the walls. LVP Flooring was not installed correctly and we still have trim that cannot be installed because pieces will have to be replaced and a huge "seam lump" that should have been sanded or floated as agreed, as well various other issues. The granite has been the only installation that has been acceptable. The quality of the cabinets (both finish and construction, is horrendous, yet **************** about the quality of the cabinets and that they have lifetime warranty. Unfortunately, that warranty is up to the manufacturer's discretion and we are stuck with these poor quality cabinets manufactured by WF Cabinetry. We sent our punch list to ***** on 2/8/24 and not one single issue has been addressed. He has come up with every excuse in the world why things are not his fault. ****************** advised us a few times over the past months that we would be hearing from him and we've had no action. Most of his claims revolve around issues with the cabinet manufacturer, but we advised him that we've given up on them and we just need him to resolve the issues that are within his scope. Although he has said several times that he is willing to do whatever it takes to make up happy, he has not done nothing about everything since February 2024. I would upload pictures of the poor quality, but there are just too many. One of the nicest guys and staff, but we were fooled into the worst decision we've ever made.

  Business response

  06/06/2024

  we are currently in a legal dispute with the cabinet manufacturer.  no one expected this to happen, but it did.  we are all very sorry about this.  we do know that there is no way to finish this project without proper stain, glaze, etc. from the manufacturer for our staff.    the cabinets are not poor qualtiy, but the finish is not acceptable.  there are some untruths in her statements, but i choose not to address them.  when people get frustrated they tend to go "overboard" but the quality of the cabinet is very good and has been for decades and decades.  we love these people and will continue to fight with the company to make this right.

  ****

  Customer response

  06/06/2024

   I am rejecting this response because: I advised US Cabinets Express that I have given up on the manufacturer doing anything to correct the finish on the cabinets but there is no reason that he cannot correct the other issues and the flooring. He indicates no effort to fix these things. Additionally, he advised me early in the year that he had ordered the missing cabinets and corrective doors but apparently that was an untruth. The issues we have are what is certainly within his scope to fix - again no effort. There is nothing in my previous statement that is incorrect.
  
  
  

  Business response

  06/17/2024

  WE DID ORDER THE ***** AND THEY WERE NOT SHIPPED TO ** DUE TO THE LEGAL SITUATION.  MATCHING THE STAIN WITHOUT THE MANUFACTURER STAIN WILL NOT WORK. I WILL GET THIS CLEARED UP BUT IT WILL NOT HAPPEN FAST.  WANTING HELP FROM MANUFACTURER ON THIS.  WILL ATTEMPT TO FIX DURING THE MONTH OF JULY

  Customer response

  06/21/2024

   I am rejecting this response because: We have told US Cabinets Express multiple times that there is no reason that the items on his punch list could not be completed.  The business could find a way to get the doors and cabinet needed if he really wanted to resolve this in some manner. He said multiple times that the Sales *** is a friend of his. I see no effort on his part to resolve this except to make excuses and blame the cabinet manufacturer for all the problems. For example, attached are pictures relative of the most major issues with the flooring. That has nothing to do with the cabinets and yet nothing has been done.
  
  
  

  Business response

  07/02/2024

  ***************** NEEDS TO CALL ****** AT OUR SHOWROOM AND SET UP A TIME FOR US TO DO GO UP THERE AND TAKE CARE OF THIS.  WE WANT TO RESOLVE THIS ASAP ALSO THOUGH IT DOES NOT SEEM LIKE IT.

  THANKS

  ****

   

  SHE MUST CALL US TO SET UP TIME

  Customer response

  07/02/2024

   I am rejecting this response because:  The complaint is not resolved. In an effort to move forward with a resolution, I will email ****** as I want all communication in writing.  Only when resolved will I accept a resolution.
  
  
  

  Customer response

  07/02/2024

  Hi - I have reached out to the business through email. Copy attached. Thank you!

  Customer response

  07/10/2024

  Hi - thank you for the follow up. I received an acknowledgement of my email (copy attached) but no date or time has been set. At this point I will respond with any dates that are not available to try and facilitate a mutual date.

  Business response

  07/10/2024

  we have it in our system, but are awaiting some stain mix, but presently we do not have the manpower to work it into schedule asap, but we do have it

  and i have spoken to a few of our workers about looking project over, making any repairs they can and going from there.  hopefully we will have someone up there in next two weeks

  thanks

  ****

  Customer response

  07/11/2024

   I am rejecting this response because: This is an update communication, no action has been taken. No reason that the flooring cannot be repaired if this is his only hold-up.
  
  
  

  Customer response

  08/20/2024

   I am rejecting this response because:  

  Hi *******! Oh my goodness I somehow never received that email.  Screenshot of my inbox from the Better Business Bureau is at the bottom of this string. I believe that the history will show that I typically respond very quickly. 

   

  He did reach out when he realized his accreditation had been revoked but ultimately decided he would not do anything. I will share screenshots and emails if there is any chance you could reopen the case or at least update it correctly.

  
  
  
  

  Business response

  08/20/2024

  I DID NOT STATE THAT I WOULD NOT DO ANY MORE WORK ON THAT JOB.  WHAT I AM STATING IS THAT I KNOW IT WILL NEVER BE SATISFACTORY.  MY COMMUNICATION HAS BEEN O.K. WITH ****** AND I EVEN REACHED OUT THIS MORNING AFTER RECEIVING HER TEXT.  I AM SENDING A NEW FLOORING PERSON UP TO HER HOME PROVIDING THEY ARE O.K. WITH THAT.  THE ORIGINAL PERSON DOES NOT WANT TO SEEM TO GO BACK OR RETURN CALLS, ETC.

  IF NEED BE I CAN PLACE YOU ON THE THREAD FOR ANY FURTHER CONTACTS WITH THE ********.

   

  THANKS

  ****

  Customer response

  08/26/2024

   I am rejecting this response because:
  The company has done nothing to fix any of the issues. He did text on 8/20 to say that he has a new flooring guy he would like to send out but have not heard anything from him since.
  
  

  Business response

  08/29/2024

   

  we are pulled in many directions. ****** is our flooring guy.  he has ********************* phone number to call her.  i will touch base with him

  thanks

  ****

  Customer response

  09/04/2024

   I am rejecting this response because:
  I have not heard from the business or his subcontractor.
  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  US Cabinets Express is complete scam. In March 2022 I entered a contract to redo my kitchen. After several months I heard nothing from them. After repeatedly having to contact the business they eventually delivered to me an incomplete set of cabinets. After more weeks of back and forth they agreed to order new cabinets and get the job done. However this never materialized. The new cabinets were never ordered and no work was ever done. The owner agreed to refund me in full in January and I have still not received my money. I was promised repayment several times and was told that they don't have the money. They wrote me a worthless check and promised cash payments. When the cash payments were missed I attempted to deposit the check as my only form of collateral. The check did not clear and when confronted about the missed payments and bounced check the only response I got from the owner was "You will get your money".

  Business response

  03/13/2024

  This customer has had ******************** in their garage for over 6 months.

   I will agree that this did not go very smoothly.

   He is a very vindictive individual and I will take care of my financial obligation to him and his bride-to-be. Every customer is not like this particular person I'm sorry this happened. I have actually told him that but things are what they are.

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  Asking for money to be returned when it has been promised is not vindictive. I shouldnt have to keep asking for my money back when you promised it in January and failed to make the payments you said you would. 

  Business response

  03/13/2024

  I have responded to the customer himself I will not play touching go childish games. I'm sorry this happened. There are many synonyms. That can be used for that word vindictive. Again I am sorry all of this happened.

  Lastly I put a stop payment on the check but the customer is getting his money back. That's all that matters.

  Business response

  03/22/2024

  THIS HAS BEEN AN ONGOING SITUATION WHEREBY THERE HAS BEEN HEATED EXCHANGES VIA TEXT AND EMAIL.  I HAVE STOPPED COMMUNICATION FOR THE MOST PART EXCEPT WHEN MONIES HAVE BEEN SENT TO THIS INDIVIDUAL.  GLAD TO HAVE THIS CLEARED UP VERY SOON.

  Business response

  04/17/2024

  See attached response

  Customer response

  04/17/2024

   I am rejecting this response because:
  
  The response is ineligible .

  Customer response

  05/01/2024

   I am rejecting this response because: 

   

  The owner has not completed the refund by the end of April as promised. I have asked a few times over last several days and hes said nothing. He said he would send an email explanation which also never happened. 
  
  

  
  

  Business response

  05/10/2024

  **** IS CORRECT.  WE HAVE NOT COMPLETED THE REFUND, BUT WE WILL DO THAT VERY SOON.  

  Business response

  05/10/2024

  THIS AMOUNT OF REFUND WILL BE PAID BEFORE THE END OF THE MONTH

  THANKS

  ****

  Business response

  06/17/2024

  THIS ISSUE WILL BE CLEARED UP BEFORE 7-15-2024.  WE APOLOGIZE FOR NOT ANSWERING COMPLAINT.  PLEASE CALL ME ON MY CELL PHONE AT ************ IF YOU HAVE ANY QUESTIONS.

  THANKS

  ****

  Business response

  06/20/2024

  I AM NOT AT ALL CONCERNED WITH LOSING MY ACCREDIATION WITH YOUR COMPANY.  THERE ARE THOUSANDS OF COMPANIES WHO MAKE MISTAKES.  MY REVIEWS ON MY WEBSITE ARE ALL 5 EXCEPT FOR 3 HAVING OVER 50 5 STAR REVIEWS.  DO NOT APPRECIATE BEING THREATENED.  YOUR ORGANIZATION IS VERY BENEFICIAL TO THE COMMUNITY, BUT NOT BEING ACCREDITED WILL NOT KEEP US FROM SUCCESS.

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

  OWNER ************

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  I have received a full refund from us cabinets 
  
  

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

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

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 8, 2023 US Cabinets Express began demolition of our kitchen for a basic kitchen remodel. As of October 29 the job is not completed. Multiple wrong deliveries of materials have occurred. Cabinet doors and hardware are still missing, along with the vent for the range/hood. The owner has excuse after excuse about why the process is taking longer than expected. The work was paid for months ago and yet we are left with an unfinished kitchen. I’ve lost count of the number of times the owner has said he plans to come down to check on progress, only to have never seen him since the work began.

  Business response

  10/31/2023

  THE CUSTOMER IS CORRECT IN A NUMBER OF WAYS.  THE VENT KIT WAS REPLACED, YET THEY DECIDED TO KEEP THE ONE THEY HAD AND GET MY  CONTRACTOR FOR THAT AREA TO

  DO THE WORK.  I AGREED TO PAY FOR IT.  THE DOORS WERE REPLACED, BUT THE BACK SIDES ARE DIFFERENT NOW NOT THE FRONT.  WE ARE TRYING TO FIND DOORS THAT ARE THE SAME

  ON BOTH SIDES FOR EVERY DISTRIBUTOR IS DIFFERENT AND THEY CHANGE ALSO WITH HOW THEY CUT, PREP DOORS, ETC.  I HAVE DONE EVERYTHING THEY ASKED, AND YEST IT HAS TAKEN TOO LONG.

   

  THE WORK FORCE IS NOT WHAT IT USED TO BE AND WE DID FIND A WONDERFUL CONTRACTOR FOR THAT AREA , BUT NOT UNTIL WE HAD ALREADY GOTTEN BEHIND.  I NEED A COMPLETION LIST SENT TO US

  FROM THE CUSTOMER WITH THEIR SIGNATURE STATING THIS IS ALL THAT IS LEFT AND WE WILL TAKE CARE OF IT.  

   

  THANK YOU

  DAVE

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  I have sent David the completion list per his request. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cabinet installation started mid Feb. 2023 and was never finished. Pull outs for two cabinets were never delivered along with 5 shelves for the pantry cabinets were never delivered. His first tier granite supplier cut the granite in the house and ruined the self closing drawer glides with granite dust. As of today Oct. 8,2023 the drawer glides have not been replaced. Clean up never happened by this company There have been numerous conversations and text messages with the owner.

  Business response

  10/09/2023

  WE ALL AGREE WITH THIS COMPLAINT AND HAVE HAD IT ON OUR SCHEDULE WITH THE SUPPLIER OF WHICH WE HAVE NOT RECEIVED THE GLIDES FROM THE COMPANY.  THE COMMUNICATION FROM US WITH *****

  HAS BEEN LESS THAN DESIREABLE AND THAT IS MY RESPONSIBLILITY.  MY APOLOGIES FOR THIS.  THIS IS THE FIRST COMPLAINT THAT WE HAVE EVER HAD AND I AM TRULY SORRY FOR THE DELAYS.

  SINCERELY,

  DAVE F******

  Customer response

  10/09/2023

   I am rejecting this response because:
    I need a definite finalization of the installation  need to see the purchase order for the missing items coming from Welborn cabinets.  we just want this completed.
  

  Business response

  10/10/2023

  we have ordered the extra parts from our sales representative. we have glides in stock, but the customer specifically wanted glides from the manufacturer, which has to

  go through our rep.  as soon as they arrive, we will take care of the issue.  we will also provide shelving material at the same time.

  thank you

  dave

  Customer response

  10/10/2023

   I am rejecting this response because:
  
  Produce the copy of the purchase order  as requested (shelving and glides)   need the same on the pull outs   These items have supposedly been coming forever  seeing the verifiable purchase order will give me a little confidence.  

   

  should you have ordered any of the end supports I will pay for those pcs  if not ordered i can pick those up from a local supplier.

*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. ↩