ComplaintsforChattanooga Cabinets & Floors, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This cabinet project started in early 2023 and was supposedly completed in March while we were in FL. I paid the final bill in full in March before having the opportunity to inspect the final job because we were in FL until May and I didn't want *** to have to wait on his money. I trusted *** ****** to make any minor adjustments or corrections necessary. Upon returning in May I observed that there were 4 things that needed to be addressed, cabinet door adjustments, the amount of touch up paint left was inadequate, and two cabinet built by CC&F needed shelves. *** sent one of his workers (*****) out in June to inspect and measure. ***** committed to returning the following week to finish the requested tasks. ***** did not show on the date promised not did he call to cancel or reschedule. I have communicated with *** repeatedly between May, 2023 and January, 2024 to no avail. The job is almost done and the requirements to finish this job are not extensive at all. *** stated to me during our first meeting that "the job won't be done until we are satisfied". Well we are not satisfied because the job is not yet completed. Can you please help me convince *** ****** to follow through with his commitment? Thanks *** ****

  

  Business response

  02/06/2024

  What Mr. **** is saying is not true or accurate so let’s breakdown each of Mr. **** complaints. 

  
  I also just want to say, Mr. **** kitchen looks great which he forgot to mention and had said to me on several occasions.  Mr. **** would never have paid us for the kitchen, which he did before going to Florida if it was not perfect. 

  
  Here is the breakdown of complaints.
  1.  Cabinet Door Adjustments.  This is something that I’m just hearing about.  If this happened when ***** was at Mr. **** house, he could have easily completed even though this was 6 months after completion of Mr. **** project that ***** went back.  I know it’s only one door, but this is the first I’m hearing of it.
  

  2.  The amount of touch up paint left was inadequate.  We left a small can of lacquer paint for Mr. **** to do minor touch ups if needed.  This is lacquer paint for cabinets not ordinary latex paint.  You must spray lacquer on, or it will run and go on too thin.  We left enough paint for Mr. **** to do minor touch-ups on tops of doors if needed, not paint entire doors. 
  

  3.  Two cabinets built needed shelves.  We provided shelves when we built each cabinet.  Mr. **** changed the shelving one time after we completed building the cabinet.  We installed a full shelf which he requested versus a half shelf which is normal.  Mr. **** then changed his mind and wanted the half shelf which we then changed out at no charge.  Now Mr. **** wants another shelf, which was not in our quote.  We would be more than happy to provide another shelf, but we have been extremely busy, and Mr. **** is often in Florida so coordinating times is the problem. 
  

  I want to make it perfectly clear; these are all FREE items Mr. **** is asking for from Chattanooga Cabinets™.  We did the project for the ****, and it looks great as Mr. **** would agree.  He just wants something for FREE and is now complaining because we didn’t give that to him.  It’s kind of unbelievable that someone would complain and try to ruin a person’s business because they didn’t get their FREE stuff.

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because it is factually incorrect. Please see attachment. 
  

  What Mr. **** is saying is not true or accurate so let’s breakdown each of Mr. **** complaints. 

  Our kitchen cabinets do look very nice indeed. The problem is, they are not finished. I would like to correct multiple factual errors in Mr. ******** response to my complaint with Chattanooga Cabinets and Floors. See italicized comments below Mr. ******** responses.

  
  I also just want to say, Mr. **** kitchen looks great which he forgot to mention and had said to me on several occasions.  Mr. **** would never have paid us for the kitchen, which he did before going to Florida if it was not perfect. 

  I did not pay the final bill before returning to Florida. I paid the final bill from Florida and therefore did not have the opportunity to inspect the final job before I made the final payment. In *** ******** e-mail with the final bill attached he stated:

  “If there are any other minor changes, we'll be happy to come over. “

  Based on this assertion and how we had worked together prior to final payment, I trusted that Mr. ****** would be willing to take care of any minor issues, therefore I paid the bill in full since we weren’t planning to return to Chattanooga for another two months. Unfortunately, once I paid the final bill, the verbal and written agreements we had around finishing the job did not seem to matter any longer.

  
  Here is the breakdown of complaints.
  1.  Cabinet Door Adjustments.  This is something that I’m just hearing about.  If this happened when ***** was at Mr. **** house, he could have easily completed even though this was 6 months after completion of Mr. **** project that ***** went back.  I know it’s only one door, but this is the first I’m hearing of it.

  This is not the first time Mr. ****** was informed of the need for adjustments to our cabinet doors.

  I showed ***** the cabinet doors when he came to our house in late July, 2023 (4 months after the job was finished and two months after I had a chance to inspect their work. It took that long to get someone out to our house). At that time ***** acknowledged the issue and even stated that he may need to install a different type of hinge for the doors to be aligned. That’s why he did not do an adjustment while he was there. He committed to returning the following week to complete the job but he was a no show. As a point of clarification, all the door hinges were replaced as part of the project, therefore the mis-alignment issues were a direct result of the construction project and not a pre-existing issue.

  Also, here is the copy from a text I sent *** ****** on September 7, 2023

  Tom, I hope everyone is getting well. COVID is really going around here in FL. I was hoping we could be there when ***** finishes the job but I don't want to wait until November. Just to summarize what is outstanding:

  1. A new half shelf for the cabinet you built where the desk used to be under the cabinets with glass doors.

  2. Replace half shelves with full shelves on both cabinets of the buffet you built.

  (***** measured for both 1 and 2)

  3. Need touch up paint for white and blue.

  4. Several of the cabinet doors need adjusting as the cabinet door edges are rubbing when they are closed. The one under the stove is the worst in that both doors will not close together. See pictures below.

   

  2.  The amount of touch up paint left was inadequate.  We left a small can of lacquer paint for Mr. **** to do minor touch ups if needed.  This is lacquer paint for cabinets not ordinary latex paint.  You must spray lacquer on, or it will run and go on too thin.  We left enough paint for Mr. **** to do minor touch-ups on tops of doors if needed, not paint entire doors.  

  The amount of touch-up paint was not adequate. For the white cabinets, there was just enough to barely cover the bottom of a quart can. By my estimation it was about one tablespoon. This minuscule amount of paint in a can with air would dry over time. The blue touch up paint was in a very thin plastic container which would not likely hold up to the insults of an oil-based paint over time. When I showed the touch up paint to *****, he did not disagree with my assertion and on his own volition, took both containers with him and agreed to replace them with a higher volume of both paints and a new container for the blue paint. If *** disagreed with this, he should have stated so and returned the initial samples of paint rather than repeatedly ignore my requests. They must have lost or discarded the original touchup samples they took back. Now I have no touch up paint and we do have some chipping that needs to be addressed.

  3.  Two cabinets built needed shelves.  We provided shelves when we built each cabinet.  Mr. **** changed the shelving one time after we completed building the cabinet.  We installed a full shelf which he requested versus a half shelf which is normal.  Mr. **** then changed his mind and wanted the half shelf which we then changed out at no charge.  Now Mr. **** wants another shelf, which was not in our quote.  We would be more than happy to provide another shelf, but we have been extremely busy, and Mr. **** is often in Florida so coordinating times is the problem.  

  This response is simply not correct. Chattanooga Cabinets and Floors constructed two new cabinets for our kitchen.

  1. The buffet cabinet has two tall/narrow cabinets (left and right).This cabinets were installed with half shelves (left and right). At the time of installation, I asked the installer, if we could have full vs. half shelves in the left and right because the dimensions of cabinet and things we planned to store within. He said OK but the change was never made.
  2. A new cabinet was constructed where a desk used to be was installed without any shelf. I asked for a half shelf to be inserted which is customary for cabinets of that size and dimension. This request was never fulfilled.

  I want to make it perfectly clear; these are all FREE items Mr. **** is asking for from Chattanooga Cabinets™.  We did the project for the ****, and it looks great as Mr. **** would agree.  He just wants something for FREE and is now complaining because we didn’t give that to him.  It’s kind of unbelievable that someone would complain and try to ruin a person’s business because they didn’t get their FREE stuff.

  The last thing I want to do is ruin anyone’s business. The only reason I resorted to filing a complaint with The Chattanooga Better Business Bureau is because I tried to work with Mr. ****** to resolve these issues for 8 months with no results. If Mr. ****** had just said he disagreed with me we could have had an honest discussion about resolving any differences and solved the problem. Instead, Tom ignored most of my efforts to communicate with him and when he did respond there was never a hint that he felt what I was asking for was unreasonable until December of last year. I made every attempt to resolve these issues in an honest and professional manner directly with Mr. ******.

  For some reason Mr. ****** thinks that I am trying to rip him off to get “FREE stuff”. From my perspective I am just trying to get him to finish a $20,000 job by correcting a construction defect (doors), replacing the touch up paint (which he agreed to do), and provide three new shelves, (which was also agreed upon by *****, his construction manager)

  In summary, I am not satisfied with Mr. ******** response to my complaint. His interpretations of events are for the most part factually incorrect. I do admit to one mistake and that was to pay the final bill before final inspection. In retrospect, that was a bad decision on my part.

  
  Sincerely,
  
  ****** ****

  

  Business response

  02/23/2024

  I really don’t want to go back and forth regarding these issues with Mr. ****.  Chattanooga Cabinets and Floors™ has been Chattanooga’s Best of the Best for the last 5 years and we have had an A+ Rating with the BBB since our start in 2009.  We are not going to damage our reputation on any very minor issue. 

  
  We have a good working relationship with Mr. **** and as he said his kitchen looks great.  I emailed Mr. **** and said when he gets back to town, we would be happy to make the additional shelves, leave more paint and make any adjustment on his doors.  

  Customer response

  04/17/2024

  I would like to inform the Chattanooga Better Business Bureau that *** ******, President of Chattanooga Cabinets and Floors, reach out to me in an effort to resolve my issues with the job his company did on our cabinets as part of our kitchen remodel. Yesterday his technician came to our home and completed all tasks requested to include delivery of touch-up paint by the end of the day. I would like to inform the CBBB that my issues have been resolved and I am satisfied that the job is complete. The workmanship is of the highest quality and we are now very satisfied with the finished product. You can consider our complaint resolved.
  Thanks to the Chattanooga Better Business Bureau for your help in resolving our issues. You can consider this case closed.
  Thanks again,
  *** ******** ***** ******** ***************** ** *****************

*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. ↩