Complaints

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.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  My wife and I purchased a new home from Carothers which was completed in July 2022. Every time the stove top is used moisture accumulates on the microwave door and upper cabinet doors, despite having the vent on high. The cabinet door above the microwave has been replaced twice, but the issue is with the stove top not venting properly. I explained to the builder this is a design flaw and their resolution was to wipe off the excess moisture from the cabinets after each use. This is not a solution and would require a ladder to wipe off the excess moisture. The microwave was also replaced thinking it was a venting issue (which it is), but the new microwave does not capture the moisture either. Once again, I explained this was a design flaw, which the cabinet company (******************* Cabinets) had advised me of as well. My proposed resolution to this issue was to take out the upper cabinets and install a hood, which would capture all of the moisture/steam, and relocate the microwave to the lower cabinets. This resolution would be a negative outcome for us since we would be losing cabinet space, but we just want some type of resolution that isn't going to ruin a part of our new home. I have sent 2 emails to Carothers attempting to engage in conversation but have not received a response.

  Business Response

  Date: 12/06/2023

  The customer had issues and we made corrections just a week ago and there is not currently any damage to ************.   He sent an email on a 12/1/23 when we were out of our office for a Company Christmas party and then followed up again on Monday before sending this request to the BBB.   We were in process of responding to make sure we had all the information.   Attached is the response that was sent to the customer.

  
  

  Customer Answer

  Date: 12/06/2023

  Complaint: 20961949
  
  I am rejecting this response because:

  Carothers - Your company admitted this was a design flaw, so *********** it if it's flawed?  Yes, currently there is no damage to the cabinet, but your response indicated to fix problems that could cause moisture to gather and this would be in that realm of problems. You also stated to wipe off moisture, but expect us to climb a ladder each time we cook in order to clean the moisture from the top of the upper cabinets. This is not logical. 

  ******************* even indicated they have seen multiple houses with issues based on the location of the microwave, so why keep doing it? 

  The solution my wife and I are asking is not unreasonable and in all actuality would be a negative outcome for us with the loss of cabinet space. 

  We are asking you to do the right thing and make this a home we can love and cherish. 

  Regards,
  
  *************************************

  Business Response

  Date: 12/07/2023

  Thank you for your continued communication regarding the stovetop vent issue in your home. We understand your concerns and would like to clarify our stance on this matter.
  

  Our company maintains that the design and setup of the appliances and cabinets in your home, as in many homes built by us and other builders nationwide, adhere to industry standards. We believe that the repairs and changes made recently were executed with the intention of resolving the issue effectively.
  

  We acknowledge your immediate feedback post-repair; however, we also believe that a certain period might be necessary to accurately assess the effectiveness of these repairs. We are keen to ensure that the solutions we provided have had ample time to demonstrate their effectiveness.
  

  Regarding your request for a kitchen remodel, we understand that this represents a significant change from the original design and specifications of your home. As such, this request goes beyond the scope of standard post-purchase adjustments and into the realm of a personalized remodeling project. We believe that the design and specifications you agreed to at the time of purchase were delivered as per contract.
  

  That being said, we want to assure you that your satisfaction is important to us. As a reminder, we have provided a third-party warranty through ***********************. This warranty offers the opportunity for an independent inspector to evaluate the situation and provide an unbiased determination. We strongly encourage you to utilize this resource as it may offer additional insights and solutions.
  

  We consider the actions taken by our company in response to this issue to be thorough and in line with our commitment to quality and customer service. However, we remain open to any further concerns or feedback you may have.
  

  Thank you for your understanding and patience in this matter.
  

  Customer Answer

  Date: 12/07/2023

  Complaint: 20961949
  
  I am rejecting this response because:
  

  A few of these statements are incorrect and seems we are beating around the **** and not addressing the issue at hand.  

  This is the third home my wife and I have built and the first we have ever had any type of issue with the ventilation. I didn't even know this type of issue could happen. 

  Incorrect statement number one - allowing some time post repair.  Yes, the cabinet door was replaced twice, and, the microwave was replaced as well, but this did not resolve the issue. The front of the microwave AND cabinets are collecting so much moisture from cooking on the stove that water is dripping back onto the stove. I know this is the third time I've mentioned this, but this is the issue that is not being addressed. Wiping off the cabinets is not a solution, especially when it would require a ladder to do so. 

  Incorrect statement number two - kitchen remodel. This is not a kitchen remodel. This is a solution, which is not even one we want. We are losing cabinet space and being inconvenienced. If we wanted this design, we would have done it a year ago when we had the home built. It makes no sense to make such a statement indicating this is something we are trying to manipulate your company into doing. 

  Regardless, the issue of getting up on a ladder to wipe off excess moisture, AND, the overwhelming amount collecting and dripping back on the stove needs to be addressed and corrected.  If you have other suggestions for how this can be resolved, I'm open to suggestions. 

  Regards,
  
  *************************************

  Business Response

  Date: 12/19/2023

  Dear ***********************,
  Thank you for your continued feedback. We understand your concerns about the steam in your kitchen.

  
  It's important to note that some steam escape, especially when using the front burners, is normal and expected in any standard kitchen design.The microwave vent is most effective when cooking on the back burners, which we recommend for activities generating significant steam.
  

  We believe the ventilation system in your kitchen is functioning as intended. We suggest utilizing the back burners to minimize steam accumulation on the cabinets. Major modifications to the kitchen's design are beyond our standard warranty service.
  

  We appreciate your understanding and are available for any further queries.
  

   

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

  Customer Answer

  Date: 12/20/2023

  Complaint: 20961949
  
  I am rejecting this response because:

  Your company is failing to address the following concerns, and seems to navigate around them:

   - I am not asking for a "kitchen remodel".  If you can think of any other ways to prevent this issue from happening, then I am open to any changes that need to be made.  This was simply my input and have not received anything from your side as to what changes could eliminate this problem

   - Someone (not naming names) within YOUR organization admitted this is a design flaw.  Accepting responsibility for this "Flaw" and correcting the mistake would be the appropriate action to take for a company such as yourselves, but we seem to navigate around this topic as well.

   - Kent **** cabinets (the company) openly stated they have seen multiple houses with this issue due to the design flaw and they wish Carothers would do something to correct it.  I haven't seen a response to this inquiry either.

   - Wiping steam off of the cabinet is not an acceptable solution.  My wife and I can't be expected to climb a ladder every time we cook.  Your company has failed to address this as well, navigating around the topic.

  Telling us we "should use the back burners" is not a solution.  We didn't agree to the design terms of the home with only using 2 burners in mind.  Why would the front right burner be a "power boil" burner if we aren't to use it for it's intended design?  Stating "a little steam may escape" in your response is absolutely incorrect.  The entire front of the microwave and cabinets above are dripping with moisture.  This is not a little steam. Once again, this is the third home my wife and I have built and under no circumstance has this ever been an issue.  I have never even seen the slightest accumulation on the front of the microwave or cabinets in any of our other homes.

  I would like to reiterate once again that we are NOT looking for a kitchen remodel.  We are looking for YOUR organization to correct the mistake, by any means necessary.  My suggestion was simply that, a suggestion, but we do need this fixed so we can cook with confidence in the home your company built.  

  
  Regards,
  
  *************************************