ComplaintsforCabinet Depot TN, LLC

• Initial Complaint

  12/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company was tasked with installing my cabinets. The first issue came about when they wrote the wrong measurements for the project. The project was supposed to be 184 inches and they charged for 204 inches. This mistake pushed the install back 8 weeks but also cost me to have to pay for the plumbing contractor to install my appliances instead of ****** doing it for free. I had ****** scheduled to install the date they were supposed to complete the cabinets. Because of the mishap I had to pay the plumber $650 to install the appliances. The second issue was the electrical plug in the island. The company failed to put the decorative panels on the island once it was set and this cost me $500 for the electrician to move the plug. The third issue was the master bedroom vanity top was damaged. The company installed it damaged and said they would have someone repair. This took about 6 weeks. Once it was repaired it was still noticeable. We requested a new vanity top. They confirmed the install today and the manager said it would take a day to complete because they would have to disconnect and reconnect the plumbing. Today I received an email that they refused to install the vanity top because they do not do plumbing. I have all conversations via email to prove all company communication. I have the contract that has been null and void by the company. I have photo proof and communication to prove the company did not meet the obligation. I have paid them $21k to do the job and they left me with and incomplete project. The company sent me a threat saying they would sue me for slander if I tried to post reviews or file complaints. I have all of this in an email thread I am asking for my money back on the vanity Reimbursement for plumbing and electrical And labor for me to finish the install myself

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/14) */ We acknowledged a 4" mistake in the layout of the cabinets. We ordered a replacement cabinet to make the layout work, there was a 3 week lead time and we needed to schedule our installer. Our installer continued to install the rest of the cabinets and additionally relocated the island per the customer's request, the installation included setting the newly ordered replacement cabinets, a customized pantry cabinet and a customized wine cabinet. The decorative end panel could not be installed due to the fact that the electrical outlet needed to be moved so that the decorative end panel would fit. We outsource the cultured marble vanity tops, when we unwrapped the vanity top, it was chipped on the front corner. We communicated with our cultured marble source and with the homeowner regarding the chipped corner. Incidentally, the customer's wall behind the vanity was not plumb, which we communicated to him, making the vanity touch at the floor but stand out away from the wall at the top of the vanity where the vanity top would sit. We do not fix dry wall issues for our customers and we gave the info to the customer. Typically, we would have refused to install it and would have returned the top to have it repaired or remade, however, the homeowners were trying to move in over the coming weekend, so in an effort to make that happen, we set the vanity top. We didnt seal it in case it had to be replaced,so as not to damage the vanity cabinets. We immediately requested that our marble company visit the site to repair the vanity. I then got Covid and was out from over 10 days. The entire staff of the marble company got Covid and was out, including their office manager who was out for 3 weeks and then another 2 weeks to recuperate. We were advised that the marble company had been out to repair. The customer emailed to say they would not accept the repair, so I contacted the marble company, copied the customer and told them to make a new vanity top. I contacted the customer to schedule all the final work to be done, in the midst of numerous threatening emails from the customer which included incorrect information. Our sub-contracted installer picked up the newly made vanity top and went out to the site to install/replace the vanity top and the deco doors and 3 knobs. He installed the deco doors and the knobs. He facetimed to show me that the plumbing was not disconnected from the vanity top, that the repair was nearly non-detectable and he declined to touch this customer's plumbing due to the nature of the actions of the customer. He felt it was opening the door for more complaints and threats. He spoke at length with the customer's father who was there, he explained that he was leaving the brand new vanity top and that the rest of the work was finished. I simultaneously emailed the customer to give him the information to which he responded with additional threats. I advised that I was not going to continue to be threatened and bullied and that I had forwarded his file with copies of all emails to our attorney in case we needed to proceed with any legal action. On social media they have now thrown in complaints about their quartz, which we were never made aware of and have no knowledge of. I have been nothing but courteous and communicative with this customer in an effort to make him happy. When his wife came in to pay for the cabinets prior to delivery, she told me "just please do this right", because (paraphrasing) he, (her husband), was not happy they had to pay. Our policy is to have cabinets paid for in full prior to leaving our shop. No business would take thousands of dollars of cabinets and install them in someone's home without them being paid for. That comment literally set the tone for this experience. At a point, I wish I had just written him a check and stopped spending money trying to make him happy, but I don't believe that would have resulted in any different outcome. We do not owe this customer any money, as we have gone over and above trying to please him. He has attacked the business as well as me personally and our sub-contracted installer personally on social media. I have over 100 happy customers and one of him. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response for cabinet depot The cabinet mistake resulted in me having to come home set all cabinet MYSELF to the layout and explain to **** on the phone what needed to happen. This saved them from having to order three additional cabinets to only one cabinet for the layout and then the pantry. Also, like to note that the customized pantry was NOT customized to what ***** asked for and thought she was getting. It was supposed to be a slide out cleaning tool pantry. The island was not moved at MY or our request. The installer left a note and asked me to map out and draw a line where I wanted the island to sit. We complied and left the mark for him. I want to call out at this point the island was not set. Also, there was no electrical outlet installed at this time. The outlet in question was not installed until November. They set the island and did not put the panels on because it was later in the afternoon direct quote from the installer. If the panels had been put on at this time the outlet would have been installed in the correct spot in November and there would not have been a charge for the electrician to travel 40 miles one way to move it. The prewire was ran under the concrete pad and could have went in any location on the island. Please note these are both in the contract. So this was no fault of us. Unfortunately, no wall will be 100% perfect straight up and down. However, I have and documented that the wall is level. From top to bottom within the means to set the vanity correctly. This wall is within 1 millimeter of level so much that it shows level even at the point of laser. Furthermore, the wall is in a corner and with a four-foot square the wall is at a perfect 90 degree angle. Every builder, and carpenter knows when working with wood there is always room for give. In this case the proper way to set the vanity would have been to use the door shims, as they do USE to level the vanity on the floor to make it flush against the wall. This is the purpose of trim going around the base of the cabinets to cover any and all imperfections that arise from flush mounting. Please note the vanity top is still not sealed, and further more proves breach of contract. The vanity repair looks like someone took toothpaste and grinded it into the top I am no snob but for $22k any reasonable individual would expect a better look. This is the info she gave me before the last date to install This is what she sent me same day. As for the threats, and bullying she claimed...... there were no threats. I said that I would post reviews on the company, I said I would file complaints with all entities possible. I truly believe this company had foul intentions and need to be investigated for fraud. I am simply doing what I believe is right to prevent this from happening to everyone else. Unfortunately, $22K is a lot of money for some including myself, the expectation is for the company to honor their contract. As it sits, per the contract, or breach there of. Damaged vanity top Not sealed vanity top in either bathroom that is including the kid's bathroom that had no issues. No trim done around the bottoms of any cabinets in the bathroom or the kitchen. Only bottom trim complete is in the kid's bedroom. New undamaged vanity top laying on my side porch left out in the weather (further shows the companies morals) No handles on the laundry cabinets Incorrect handle on vanity in master Damaged quartz. THAT AGAIN was not mentioned because I was fixing for them, and I did not trust they could even do it right any more. Business Response /* (4000, 9, 2021/12/27) */ Yes, I spoke with the customer on the phone regarding the cabinets and yes, we came up with a better plan than the original installer called for. Yes, we did move the island at the customer's request. Yes, the pantry cabinet was customized to the customers request, it was customized incorrectly, so we reordered the pantry and customized it again and installed it. Our installer additionally created a custom wine cabinet for the customer. My installer is a sub-contractor. We do not control how late he works on a job. He is free to leave when he chooses as any contractor on any construction job. As the customer points to experience with the building industry in his above rebuttal, this is the norm. Additionally, he is qualified and willing to move the electrical outlet, so no electrician traveling 40 miles one way was required. We do not manufacture, install or repair quartz. So the customer's claimed "trust" issues with us repairing were irrelevant. Our granite/quartz contractor handles all sourcing, install and repair if necessary. If there was damage to the quartz, our contractor should have been made aware and should have been able to correct it. The wall was not plumb at original install of the vanity. Our installer made the correct adjustments so that the vanity was set correctly. We made the customer aware of it at the time. The vanity top we had made by ******* ****** specifically for this job was damaged on the corner when we unwrapped it on site. We immediately contacted ******* ******, who advised they could repair and asked us to bring it back. As the customer was trying to move in that weekend, we requested an on site repair and we temporarily set the vanity top in order to make sure the repair was satisfactory and to make it so the customer could move in. We continued to request the repair which was too long delayed due to illness. When we were advised by the customer that the repair was not acceptable, we requested a replacement, which we paid for, picked up and scheduled to install, all with the customer's knowledge. The communication continued to go south, and upon the installers final visit to bring the brand new vanity top, he refused to touch the plumbing because he felt this customer was a risk. He left the vanity top for the customer. Our installer did install the end panels. Again, we have been nothing but accommodating with this customer. He points out that no wall is 100% and that every builder knows there is room for give, yet my 4" mistake on the cabinet design is apparently completely beyond understanding or moving past. I acknowledged the mistake, did everything in my power to rectify it to a happy end. There has been no fraud. There has been no ill-intent. This customer has no basis upon which to question or discuss our or my morals, which they have done on this thread as well as on social media. And yes, he made threats and bullied. I responded with kindness and continued to try to make him happy. When that wasn't successful, I said that I would not be a party to it any longer. There was nothing positive to come of continuing that kind of verbal abuse from a customer. And this customer and his wife and some random family member have posted negatively on our social media as well as google. Going so far as to search my personal contacts on social media and post negative comments about the positive reviews of other customers. He has belittled my character, my experience, my education. I have 40+ years of experience and have never had any experience of this nature. In fact, over the course of 2021, we have had over 100 jobs for customers and we have had only this customer that we could not make happy. Myself, our owners, this company operate on upstanding values. We are honest and we strive to provide the best service and customer service possible. We have paid for reorder of cabinets, reorder of vanity top, multiple trips and hours and hours of time for installers. We are not willing to pay anything more for this customer.

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