ComplaintsforCabinets To Go

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I paid Cabinets to Go (C2G) upfront on May 30th for mini-bar cabinets and the subsequent installation. C2G advised that the installers could install my Cabinets plus any other extra work I needed to finish the job (plumbing, electrical, etc.) I was told to negotiate the extra work directly with the installer.Unbeknownst to me, Transcend Renovations is a Subcontractor not of *** but a Subcontractor of Install Right (I-R). This job was twice subcontracted. C2G and I-R sent a fraudulent subcontractor to my home. Neither company did any vetting of ********************* or owner **** ********** experience or licenses. Neither had confirmed the physical address of the business. His business address is fraudulent. I had to provide them with his proper business address. I paid upfront for what I thought was a respected brand, risking the safety of me and my family to strangers (with no background check) in my ******* date, the job isn't finished. Next, almost every piece of cabinetry has some damage to it. The damage was either there upon delivery or caused by the inexperienced men attempting to learn how to install Cabinetry at my expense. Transcend was teaching them how to put the cabinets together in my home. I had to advise one guy he wasn't installing the doors on a flat surface. He Installed the base cabinets at a slant causing the marble installer to set my marble tops improperly,I am not happy with the condition of the cabinets, I have asked for a full refund, replacement parts, and a response. Nothing, My house has been a mess for 3 months for a simple small job. This is unacceptable.After sharing my story neighbors told me they know someone who worked for *** and they have a million scandalous stories. Someone posted a similar ****** review 2 months ago.I demand a full refund and delivery of the promised replacement parts. I also want to alert others to the safety risk of having unvetted strangers in my home based on C2G and I-Rs business model.

  Business response

  09/17/2024

  First, I would like to say that *** is highly committed to the satisfaction of our customers and do our best to resolve issues as they arise. That being said some customers are not as forthcoming as we would like and despite our best efforts to set the right expectations for any sort of remodel, they still become upset. Ms. ******* worked with one of our **** to put together the design for her bar, the cabinets were order and delivered without an issue. Part of that order was the third-party installation of the cabinets, which is where Ms. ******* is having issues. There were damages caused by the installer; however as soon as we were made aware customer service sent out replacement parts. Honoring our lifetime warranty promise. What Ms. ******* is not disclosing in her letter is that the nature of work as a flight attendant caused lots of scheduling problems between her and the installer. She canceled repair appointments on several occasions, and sometimes at the last minute. On the installer's final attempt to make the repairs she asked them not to return to her home as she would find her own contractor to take care of the work. Her replacement items have been brought back to our design center and are available to her at any time. What Ms. ******* is requesting is a complete refund for the entire job, at best she would be entitled to the repair cost she incurs in the installation of her replacement items. Attached is a picture of the bar when the install team was last there.

   

  Thank You

  ******* **********
  Store Manager
  Designer

  Customer response

  09/17/2024

   
  Complaint: 22267755
  
  I am rejecting this response because: this is what is commonly referred to as projection and gaslighting (crazymaking).  I can only assume based on the writeup that once again, the conman, **** ******** shared these lies with ***, and they are only repeating the lies of the lying liar. 

  The issue is NOT my schedule.
  

  For the record, as a Flight Attendant, I am gone a lot.  As such, I set my schedule WELL in advance, and I don't like canceling anything because that pushes things out 2 weeks.  Against my better judgment, I purchased cabinets from ***.  When the *** referred installer, **** ******** gave me his quote for the other work, I was hesitant as I thought it was overpriced.  However, I assumed that him being a part of a big brand (and with my busy travels), a one-stop shop would eliminate any drama.  Had I taken 5 more minutes to ****** Transcend *************** I would have seen that they already had a complaint EXACTLY THE SAME AS MINE.  
  
  The facts are as follows:  **** has not been delayed or unable to perform his work due to my travel schedule.  **** has been unable to complete his work because firstly, we were awaiting replacement parts.  Secondly, the installation of the top cabinets requires coordination with the light installer.  The light installer has to attach the lights to the unit and then the cabinet installer has to put the cabinets back up. That light and cabinet installer was supposed to be ****.  But, like **** did with his previous customer, he took their money and then refused to do the job and botched the rest of the job.  He offered a paltry $125 refund which would cover 1/3 to 1/2 of the cost to have someone else do the electrical work.  So **** got $1050 directly from me for 8 tasks, 7 of which were botched or not even started.  The only thing he did properly that I paid **** for was remove the base cabinets.  My boyfriend could have done that.
  
  So it took me some time to get quotes whereas if **** had honored his contract and found someone capable of doing basic electrical (since he isn't) he could have coordinated it and we would have BEEN done.  Interesting, that must mean NO ONE in the industry is willing to work with him.  Hence, the reason the two guys he brought to my house had clearly NEVER seen *** cabinets nor had any experience doing installs.  I had to tell the one guy he was putting the door on crooked because the cabinets weren't level on the rug.  Since **** doesn't have anyone willing to work with him, he put the electrician sourcing work on me.  That doesn't sound like someone in a rush to get the job done.  But someone in a rush to again, get paid.
  
  The facts are, that **** walked into my house on DAY ONE ******* to get a photo and a signature.  All day long he kept mentioning he just wanted to "get the cabinets in position for a photo."  He promised to "Come back another day to take the cabinets back down and finish the work."  As this was a "Red Flag" I refused to sign because I was at least in my right mind enough to know that once I signed he would lie and tell *** he was finished.  I can't see what photos were sent to BBB but the first time he worked at my home and took photos, he didn't install the bottom drawer insert.  Of course, his photo wouldn't show that.  As of today, the shelves aren't installed, the base cabinet is not fully set, the replacement parts aren't installed and neither is the trim.  And he can't put the trim and upper cabinets in until they are removed and the electrical is installed.  Again, ALL of this could have been done had **** made good on his part of our contract.
  
  It is quite disturbing to me that knowing **** provided the GA Secretary of State, ***, and Installed Right a fake business address, and knowing FULL WELL that he also did this same fraudulent con job with another customer, they STILL let him pick up my replacement parts.  As if I was going to let this ***** back in my home??  And what type of committed and reputable brand would work with someone like ****?  Sure, he gives off a "Southern Christian **** Guy" persona, but THAT IS PART OF THE *** GAME.  To this day, they are STILL willing to ****** with him at the expense of customers who are super excited to remodel the homes that they love.  SHAMEFUL!!
  
  Here is where things stand:  Since going over the cabinets with a ladder and a flashlight I see small, scratches, nicks, and holes throughout the two units.  I sent all of the photos to *** already.  I don't know what replacement parts will address what, but once I see what *** delivers then I will know what else needs replacement.  So what I see as the next steps are the following:
  - *** delivers the replacement parts
  - I go over the job with a new contractor who can also do electrical simultaneously
  - I follow up with *** on what else needs replacement (if any) and the cost that the contractor will charge to complete the job.
  - *** refunds me $1900 to the original form of payment
  - *** replaces any other parts as needed ASAP.
  - My contractor installs the parts and finishes the rest of the installation 
  
  In summary, *** sent a fraudulent installer to my home that they didn't even have his correct business location.  The delay is due to the need to order replacement parts, which just arrived in the last few weeks.  However, because their fraudulent installer is unable to do the other work because he is not a qualified electrician, we were at a standstill until I could find someone else. I did find someone else but their con man took my money upfront and won't return it. So NO I don't want him in my home. And since *** or Installed Right don't vet their installers, I don't want any of their rogue crews around my family ever again.  
  
  The installation is NOT complete nor done in a workmanlike manner so I would like a refund for the installation. I will have to pay someone else to finish the installation and cover up the nicks scratches and holes made by the conman ****.  *** really needs to call the $1900 installation a wash and give me the entire amount, as an apology for the stress, inconvenience, and expense this has cost me.
  
  Sincerely,
  
  
  ***** *******
  
  

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have not had a functioning kitchen since June 10, 2024. It is now July 22nd and unfortunately my kitchen is still not complete. Our kitchen contract was signed on May 5th. My cabinets were installed by June 11th. I called HausPro/Visionary Stoneworks to schedule the measuring for my counter tops. They measured for the countertops on June 17, 2024. On June 19, I received an email, from HausPro/VisionaryStoneworks notifying me my counter top is on back order. They offered a free upgrade if I wanted to change it, but I told them it was too late, we picked out the backsplash, paint and other accessories according to the counter top. I called on July 8 for an update and they said they were still waiting. On July 15, I received an invoice informing me that I owed $30.72 and my order was put on hold. The customer care team said that my measurements were done on July 15 which is incorrect. Why did it take a month for my measurements to arrive at Cabinets To Go? I just found out they just put the order in on Thursday, July 18. No one can tell me a time or date it will arrive! My kitchen was supposed to be completed before I went back to work, (end of July). Now I have to take time off from my job for the installation of my countertops and the construction of the remainder of my kitchen. I am extremely disgruntled and dissatisfied with this process.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 02/23/2022 I ordered and paid ($1402.57) for flooring and installation. The flooring came into the ********, ** store on 02/28/2022. The installation was supposed to be within the week. I have spoken to someone from CTG everyday beginning 03/09/2022 about having the floor installed as promised. Someone from the corporate office called to ask if I would give them 24 to 48 hours to resolve this issue. Well, the 48 plus hours are up. It has been one story after another, the area is to small of a job, the contractor was in the store picking it up, oh, he didn't pick it up, and on and on. When asked if I could pick the material up and have my installation charge refunded, I was told no. And, if I cancelled the order, I would be charged a restocking fee. It is a month later and I still have nothing that I have paid for due to no fault of mine. I would like all of my money back, with no restocking fee or the material and the installation fee refunded. My friend ordered cabinets and countertops a week and a half AFTER my order and she has had hers completed for two week now. PLEASE HELP.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Cabinets to Go, The sales order of $11,444.33 was completed 8/14/2021. We have been without a functional kitchen since OCTOBER, after all the back and forth between all the different vendors associated with this one freaking job through Cabinets to Go (Order# SO91421290). We called YESTERDAY and confirmed the installation would be done today between the hours of ****pm with ******** Based on this confirmation they gave, work was taken off and additional arrangements were made to be here for this job to finally be completed, only for ******* to call this morning saying the installer has Covid and cannot come. Are you kidding me?! So the installer just up and got sick this morning and got a Covid test and results THIS MORNING?!?! I need them to reschedule someone else, I need an installer at my home to complete this job. We have been out of a functional kitchen since August 2021,we could not **** thanksgiving and Christmas dinner. Cabinet togo has been giving us the round around from day one, They need to finish my countertop if they cannot do that, then reimburse me all money that has been paid to them.

*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. ↩