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Business Profile

Kitchen Remodel

Cumberland Kitchen and Bath Design Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Kitchen Remodel.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We gave Cumberland Kitchen and Bath a deposit in October of ****************************************** March. It did start, and we were told via email that it would take 5-7 weeks. They didn't complete everything until mid June. Not once did the owner/ manager come here to inspect the work that was being done by subcontractors until it was time for them to collect a final payment. At that time, one of the owners came out and I explained how much smaller the cabinets were, particularly the one on the side and above the refrigerator. I was concerned that it was going to damage the cabinet when I opened the freezer door. He agreed that the space was too tight, but he offered no resolution. As of today, my cabinet is damaged because the freezer door hits it each time you open it. They boast about a seamless system, but that is not the case. I was told that they manage the subcontractors from their office, so they there is no need to have anyone on site to review. We paid them $43,000 for the kitchen. I have reached out to them about the cabinet being damaged and they have not responded.

    Business Response

    Date: 09/17/2022

    *************************** purchased a kitchen remodel on 10/6/2021, with the project start date of 3/30/2022.  At the start of the remodel we received phone calls / emails from ****** regarding the incorrect light fixtures, and a damaged cabinet upon arrival.  As the project remained in motion, Cumberland Kitchen took care of getting the replacements.  During the entire remodel we received phone calls, and emails from ****** with awful demeaning comments and foul language. I was forced to apologize for " not being able to please her",  This remodel went very well, remained on time, fully completed leaving no loose ends, and was paid in full after a final walk through on 6/9/22.

    I have not received any phone call or email from ****** regarding this new complaint.  Unfortunately ****** has created a complaint that is not factual, and her intent to defame my company is alarming.  I have no choice than to receive this as harassment.  

    Regards,

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

    Customer Answer

    Date: 09/17/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:04/19/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Full bathroom remodel began 2/22/2022 with 3 to 5 week completion time frame. It is now 8 weeks since the start, it is not completed. There have been 4 days of unannounced "no show" for the *********, causing the other workers to be unable to do their work (plumbing, electrical, painter). There have been damaged items that needed to be replaced and have been available at my house for installation. The company was slow to reschedule the last 2 days needed to finish the job, then once we had the 2 dates scheduled for completion the company cancelled the completion date last week (due to illness) and has not responded back with a completion date. The bathroom cannot have anything put into it yet due to no shelves and no drawer pulls installed, the shower and bathtub safety grab bars are not installed yet, and a closet is not completed. This work requires 1 day of the ********* followed by one day of the painters. We were also told (by email) at the start of the job that the work would be from 8am to 5pm each day, however the work started later than 8am (not a problem) but was always done each day between 3pm and 3:30pm, causing lost productivity. There are also items with defects (scratches) and the company thinks "touch up" paint is acceptable for a high price point item/job (not acceptable). The communication from the company has been poor. We just want this job finished.

    Customer Answer

    Date: 05/04/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    The owner of the company called me this morning and is working to get this job completed and there is currently someone from the company at my house getting started on the completion phase. It will not be completely finished today, but I have confidence it will be completed to my satisfaction. My only concern was the lack of communication and the significant delay in the job being finished.


    Regards,

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

Cumberland Kitchen and Bath Design Center is NOT a BBB Accredited Business.

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