ComplaintsforCreative Wood Products, Inc.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My parents find this contractor for remodel project of their kitchen. the contract bid was $62,433. The contract was signed on April 10th of 2023 and they didn't start the project until November 17th of 2023. when they did started demo, removed the kitchen sink and stove ************* a week and a half later they tore up the floor and piled the stuff in front of freezers in my parent's garage. from there they had a subcontractor coming and start the electrical about a week and a half later which were very nice guys. then the contractor had one of their personnel come in and start laying tile which they didn't know what they were doing because a week later the tile started changing colors and what my parents ordered so they tore up part of it. so they relay tile again and another couple days later it started changing colors again. so they came in again and tore up the tile and got new stuff from the store. but the tile there looked like it was from a discount store in ***** stock or a warehouse forever. and my parents been our elderly and my dad's a disabled ******* veteran who have been cooking out of their garage out of a microwave at air fryer and electric frying pan. since this happened we hired a attorney which helped out a little bit get in the assess going I was told by many different politicians that I spoke to to file complaint on the better Business bureau . and they don't have anything to show for it for ****** to contractor has of their money so far.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Creative Wood Products, *** was hired by my disabled Uncle, *************************** to remodel their kitchen. The work was never completed, they have no running water or flooring or appliances in their kitchen. It's insane how little regard they have for the customer who paid $37,000 The attached pictures show how it's been for weeks.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job was suppose to start on 09/27/2023 and be completed on 10/25/2023. The job was started on 09/28/2023 and not completed until 12/23/2023. Multiple excuses were made as to why things were delayed. When the counter top was installed, it was the wrong counter top. **** took longer than they should have. When the job was completed, I asked if there was anything they could to compensate us. The owners nephew stated he would ask the owner. We didn't hear anything. I called and sent several text messages regarding some issues that were noticed after the job was completed. Soft close hinge not on one of the cabinets and the caulk cracking on the counter top. I never heard back from anyone. I need a solution on what will be done to fix the issues.

  Business response

  02/13/2024

  see attached 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Failure to do promised kitchen remodel. After investing much time and effort, I give up and just want my money back.Creative Wood Products owner and designer ***************************** came to my home on 12/1/2022 for measurements and discuss a kitchen remodel, including specific needs/requirements of a full size lazy *****, open/easy access to corner sink cabinet, and custom cabinet to cover gas line (with accessibility to gas shut off) to brick fireplace with raised cement hearth (extended 2" all sides).On 12/15/2021 I went to their ******************** to review prepared cabinet plan. Big standouts, dishwasher was omitted and lazy ***** was not the full 36". With assurances these would be corrected and they would be able to do a beautiful job for me, I signed a contract and paid $1000 retainer fee.I returned to their shop on 3/1/2022 to review new plan. ********** was present and lazy ***** was now 36" but with drawers on top, and unclear fireplace wall plan. Again assured the kitchen would be beautiful and all necessary corrections would be made, I wrote a check for $5000 to proceed. From there it went down hill with my frequent calls and emails with no real progress. On 6/15/22 I emailed that this wasn't working out and I needed my money back. 6/20/22 I received acknowledgement that a check would be provided. This did not happen and on 9/14/22, I forwarded 6/20 response looking for update for return on my money. I didn't receive a response.9/22/22 I called/left voicemail, documenting in a follow up email, advising if I don't get my money back I will pursue with BBB complaint and filing with Small Claims Court. I did receive a response on 9/27 they would have an answer for me by end of week. Again, nothing.11/1/22 I called and spoke with ***** requesting a phone call from ******* to discuss. I want $5,500 returned and the remaining $500 to cover the one measure visit and incorrect/incomplete plans. This needs to end and I need my money back.

  Business response

  12/01/2022

  During the initial visit, ******* takes down the initial measurements and desires of clients to create a plan for the potential client. While drawings were sent to the draftsmen, it was brought to our attention that he had missed the dishwasher, an easy correction to be made. The lazy ***** was also a verbal miscommunication as Creative Wood Products only carries two sizes of lazy *****, one for lowers and one for uppers. After the contract was signed, there were many phone calls between the client and office staff that did last up to 2 hours on two separate occasions as ************** wanted to know every frame size, cabinet width, drawer opening, door opening, space in each drawer (depth, width, height), space between uppers and lowers, counter thickness, length the drawers extended and so forth. The cabinet color was changed from stained to paint to potentially stained again as the client could not make up her mind. Overall, it was a very difficult job trying to satisfy the client. At the end of the day, ************** was concerned about the owner's ill mother as that took up some of *******'s time away from work. Creative Wood Products would like time to determine the amount of money to be returned as much time was taken to draw up the job to be built, go pick out counter tops and tile with the client more than once, and remove the drawings from the shop to change and redraw them, just to remove them at the end due to a canceled job.

  Customer response

  12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   

  I see the redundant nonresponse for my complaine case# ********. They confirmed "mistakes" and "verbal miscommunication"(s) which required multiple phone calls, greatly increased by lack of response/answers.  Also impacting our progress was the supply chain shortages, which made it very difficult to select granite using their vendor of choice.  I understood they had set agreements with their fabricator, which I tried very hard to work within.  As for  "phone calls between the client and office staff that did last 2 hours on two separate occasions as Ms. ************************ style="font-size: small; font-family: Arial, Helvetica, sans-serif;">wanted to know every frame size, cabinet width, drawer opening, door opening, space in each drawer (depth, width, height), space between uppers and lowers, counter thickness, length the drawers extended and so forth."  

  I can't believe they didn't think it was important for me to know.  Additionally, the only tile we looked at was on a display board at their office.  Also looked at hardware but once more due to supply chain issues, they needed to verify availability.  Again multiple phone calls for answers.  One of the ending phone calls assistant ******* advised I was on the list for my kitchen demolition, without an accepted plan.  Realizing, she said their plan would be pulled from production.  Another miscommunication?  The final straw was the lack of attention to the fireplace cement raised hearth (extended 2" on all three sides) to properly encase the gas supply pipe with accessibility to operate. 
  
  Please use their 6/20/2022 email stating they would "figure out the amount for your refund" as a prime example of their lack of follow through.  I forwarded it back to them on 9/14/22 to please finish this.  On 9/27/22 was advised ******* would respond by the end of the week.  With no response received, I called the business 11/1/22 and spoke with ***********  She advised ******* was not is but still will relay my message of being amenable to a $5,500 refund with $500 to pay for "plans".  How do we achieve a fail conclusion?
  
  Sincerely,
  ***************************
  **************

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

  Customer response

  12/05/2022

  I see the redundant nonresponse for my complaine case# ********. They confirmed "mistakes" and "verbal miscommunication"(s) which required multiple phone calls, greatly increased by lack of response/answers.  Also impacting our progress was the supply chain shortages, which made it very difficult to select granite using their vendor of choice.  I understood they had set agreements with their fabricator, which I tried very hard to work within.  As for  "phone calls between the client and office staff that did last 2 hours on two separate occasions as Ms. ************************ style="font-size: small; font-family: Arial, Helvetica, sans-serif;">wanted to know every frame size, cabinet width, drawer opening, door opening, space in each drawer (depth, width, height), space between uppers and lowers, counter thickness, length the drawers extended and so forth."  

  I can't believe they didn't think it was important for me to know.  Additionally, the only tile we looked at was on a display board at their office.  Also looked at hardware but once more due to supply chain issues, they needed to verify availability.  Again multiple phone calls for answers.  One of the ending phone calls assistant ******* advised I was on the list for my kitchen demolition, without an accepted plan.  Realizing, she said their plan would be pulled from production.  Another miscommunication?  The final straw was the lack of attention to the fireplace cement raised hearth (extended 2" on all three sides) to properly encase the gas supply pipe with accessibility to operate. 
  
  Please use their 6/20/2022 email stating they would "figure out the amount for your refund" as a prime example of their lack of follow through.  I forwarded it back to them on 9/14/22 to please finish this.  On 9/27/22 was advised ******* would respond by the end of the week.  With no response received, I called the business 11/1/22 and spoke with ***********  She advised ******* was not is but still will relay my message of being amenable to a $5,500 refund with $500 to pay for "plans".  How do we achieve a fail conclusion?
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Final payment March 2022. Contractor would not supply breakdown of charges. When I insisted they send the billing to a lawyer, who threatened me with a law suit if I didn't pay. Contractor was not going to provide lein releases for the work that was done. I had to work through their lawyer to get the documents.I did not get a breakdown of plumbing charges and feel I got double charged for the work.

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