ComplaintsforPurselley Cabinets

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for 1/2 of kitchen cabinets to be finished completely by Dec 22,2021 7 months later the few lower cabinets that Purselley finally installed 5 months late are not correct and very poor quality. Now 7 months later - nothing but excises and be there on monday. Never shows and nothing correct. Want refund Want future customers to be aware of poor quality and dishonesty

  Business response

  06/03/2022

  ******************** signed the contract the week of Thanksgiving. At that time, she asked if we could get it done by Christmas, I told her that was not possible, but we might could get the kitchen bases in if we can get the drawings done and approved quickly. No promises or guarantees were made concerning the date. After Thanksgiving, I got the first draft of drawings done. But from the first, changes were made from cabinet style to changing what cabinets were done and when. We built the refrigerator unit and got it there the second week of December, The appliance installers told her that the cabinets were perfectly square and straight which made the install very easy. A cabinet job from final approval to install including stain and seal is 4 to 6 weeks. That is if there are no changes or modifications that are made by the customer or a room dictates a change having to be made. The customer made constant changes. Every change would cause additional time that she seemed to have no awareness of. No matter what we said, she thought it was ludicrous that it would take additional time to make changes. It didnt register with her that new drawings would need to done and approved, new material would need to be purchased and await delivery for materials, hardware and supplies to make the changes. She could not understand we couldnt just be at her job every day. Time had to be spent on her job at cabinet company. In all, we had over $3100 of change orders. That is an exorbitant amount for the size of this kitchen job. As per contract, once final approval of drawings are completed, another draw is due on project. She informed me while we were installing the base cabinets that she would not pay until the base cabinets were complete. We should have never started the building of the cabinets without the second installment payment. Mistake on our part and a ****** learned. We had never had a customer not follow the contract and we continued on thinking she would make payment when we started installing. Again, our mistake in assuming she would honor her obligation. Then, she did another change concerning the inside corners of the cabinets. I made some suggestions and she said, we have to do something cause I just cant live with that (she did not like what she told us to originally build) so, again, large change which was done on sight with additional purchase, time spent getting blind corner organizers. A days worth of work to modify and taking away time spent on other items of her job. By this time, I had come to an end of patience of not being paid. I sent her multiple payment request and change order payment request. Her response was, she was not paying another ***** to me until her whole kitchen was done. I informed her job was at a complete stop until payment was made. Therefore, as per contract (section12) due to to non payment by customer, job was stopped. No refund in any way will be given. She has not paid for all work that has been done to this point and now she wants to say what she does have is not quality work. Which contradicts what she said to my staff when she told them that everything looked great, before we told her we would not be returning due to non-payment. 

*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. ↩