ComplaintsforPacific Coast Cabinets

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I believe at this point, all the details since the beginning of the project to the finish of this project , has been covered. Between my letter to request the balance of the final invoice be absolved and the details that follow.Below details a majority of our email communication, voicemail dates, text dates and verbal communication. Between you ****** and I, along with conversations between you ******, ***** and I. Lastly with your employee that did the electrical work in my home.Your notice of small claims intent. Has been received. Please know these factors as well. When I receive said service I will be asking for a jury trial, with our community members who are consumers. I will be at that point requesting damages, along with the dollar amount it will take to do the job you were hired to do. Match my existing kitchen. That is including but not limited to, all of the missing paneling for the design, redoing above the fridge area so the proper size finished end panels and above cabinet encloses the refrigerator to the kitchen area. Instead of the refrigerator sticking out SIX additional inches. Fixing the bathroom Upjohn door. Along with fixing the errors in the design your company has left behind.If the court finds in my favor all legal rights shall be utilized including, but not limited to, legal and collection proceedings necessary to recover the awarded amount by the court. Without further notice the debt may be transferred to a collection agency in accordance with State and Federal laws. You will also be responsible for all attorney, court fees, and all additional collection costs associated with the collection of the awarded amount from the court. It would impact your credit and business history.If you do not absolve the balance of $1,817.36 and close this matter. I will be very happy to attend to this matter at a jury trial.There was an extremely upsetting situation, where I was extremely distraught upon the kitchen arrival and being installed and all of the missing wood paneling everywhere. From the wall outside of the refrigerator, to the cabinetitry ends and the drawers. You worked hard at reselling the situation you were presenting that day. (Also leaving that day saying "no one is trying to F*** you over Tove' ") You ****** were Insisting that this was a sleek design and ties everything together. We talked about the extra drawer above the pull out area. And you said "oh extra storage", and I said "No, how am I going to get anything in these pullouts". It ruined the space that was planned with you. You were told, that the deep cabinet next to the kitchen sink was for appliance storage. You said the pullouts would make that work so much better. The fact is again, that simply did not happen. I was so visibly upset I had to walk away from the situation multiples times. The damage on arrival with each unit, was pointed out each time. Documented by me with photos or videos. You added stain on site to the damage units. You also left improper situations that were left behind for extended amounts of time, that needed to be addressed.Like not sealing the counters at install. So water was seeping back behind the kitchen sink and bathroom sink everytime the sinks went into use. All while damage was happening, for weeks/months we were waiting for you to finish the install process. We would wait extended amounts of time for the situation to be corrected or finished.Also , wood paneling is missing not only on the kitchen cabinetry but the bathroom cabinetry as well. The Island counter top dose not have the even standard overhang around the counter island. You insured all edges would be the same overhang. The finish side piece or trim never got replaced on the bathroom vanity. Leaving ugly wall damage where the previous cabinet trim was. Yes the smoothens and ability to clean the inside of the cabinets were pointed out before seeing the drawers and other lack of finished paneling . The first island came with no paneling the second had it. You assured me that it would be wonderful when they finished, the issues were not addressed. The puzzle pieces of the island you can see in the pictures that was previously sent. Not making anything up. That was another insulting comment from you.All the issues cited in these emails can be proved with pictures of delivery days, videos and past emails with pictures. I the client, am not happy.Yes my insurance paid me for the damage to my home, to restore it to what it was prior to the fire. As is industry standard. Restore Kitchen to what it was before. You were hired to match my kitchen, many were interviewed, and you were chosen for your assurance to match both my kitchen and the bathroom flawlessly, which the old cabinetry was still partially in place as only the damaged units were removed. For the process of matching purposes. Along with myself providing your company with Pictures of the Job you were matching during the estimate time, after the agreement for services and during on going services. Yes, you changed the wants and desires of your client and never got written approval from me for those changes. When there were errors or additional requests you ignored them completely, a majority of the time and/or you gave very delayed responses to what you would acknowledge. No written agreed upon addendums were done for the contract as stated, and additional assurances via email were also not upheld. Along with no proof of delays when requested, during production and wait times.The outlet issue which was one of the items I did bring up in that last email;When ***** was in the kitchen and I was questioning the exposed outlet and what we could possibly do to fix it.He said "well its the original contractors they should not have put an outlet there. "I told him. "This additional wall was your guys idea and said it would be great to enclose the fridge. It wasnt originally there".Now I can not use the outlet that I have been able to access all these years for appliance use on that counter. He said "oh" He then left the exposed outlet uncovered. ******************** using an ugly extension cord with a power strip plug. He left the wall installed that now is against an exposed ACTIVE electrical outlet.He also was the one to remove the plastic cover to the electrical outlet, to try and get the attachment of the two walls. Not to mention again, my existing refrigerator now sticks out by SIX inches. When it was nicely enclosed in the kitchen previously.Review the pictures. You made drawers that were bigger giving me less drawers both in the kitchen and the bathroom. Along with less usable space. The huge drawers cant have that much in there with out having to dig for what you want. The four smaller drawers both to the right of the stove and the bathroom vanity were the original floor plan, and not what you installed. You put in both places, Three big deep drawers. Instead of four smaller usable drawers. You also failed to include both of my drop down drawers that were in front of both sinks originally.The pullout for the long cabinet area is an absolute joke. Very inconvenient and not able to be used for the intended purpose of kitchen appliance storage. Nothing besides spices and plates can fit in there, partially due to the extra drawer you added to the design there. Along with the pullouts added to the front of the long pullout. Completely unconventional. Everything has to be removed to access what I may have been able to fit in the short, long pullouts.My kitchen island, is not in the right location. Measurments were never done properly. ***** failed to follow the original floor plan. Everyone that comes over always has to say something. Oh you moved the island. The island is way to close to the kitchen refrigerator side. The island is too far away from the stove, sink and countertops. Along with too far over in the living room side and dinning room side. Making that walk space in the kitchen between the window/sink wall and the isalnd, huge. The walkway between the refrigerator and island very small. Lessening the dining and living room space. It devalues the total cost of the house as it reduces the square footage of the living room and the dinning room space. It ruined the entire floor plan. It ruins the functionality of the kitchen due to it being in the wrong place. You can see the difference in before and after pictures. You can feel the difference in space in my kitchen, dinning room and living room area. The sturdiness dividers for the island that were added after the island was installed , but still flimsey to the touch. Are just cut up puzzled pieces. It ugly inside there. And the lack of smoothness of the Extra pieces you put on the sides of the wall to make the island big enough for the too small toe kicks that were installed in December 2022.They are disappointing to say the least. They must of skipped a few steps of the finishing process on those pieces. If you do not absolve the balance of $1,817.36 and close this matter. I will be very happy to attend to this matter at a jury trial.The following summarizes communication over the last 18 months.July 30, 2021 estimate received via email. After our initial meeting with agreements to move out non damaged by fire items when install for new cabinetry was to happen. Referencing the island and bathroom vanity that where still in place to have matched. We had Extensive discussion about matching the kitchen and bathroom cabinetry. The difference you did lay out when it came to matching the design is that you would not be able to do the width of the paneling the exact same. You would have it all even width instead of thinner on the paneling on the horizontal sides. Estimate includes but not limited to, finished end panels, trim and toe kicks. Two tone stain, crown, design and delivery, standard installation .First invoice paid 0ctober 1, 2021 07/18/2022 invoice which was the start of the 8 week project time frame. We confirmed in person at your office before proceeding. And asked about delays, as I we already knew about the shipping port issues. You said you use local supplies . Beginning of November, I informed you by voicemail of the new arrival date for the flooring of December 15, 2021. Which was a delay they were fully communicating with me so in turn I was sure to inform you. I left a voicemail to inform you the contractors had finished on November 18, 2021 and we were on schedule for your cabinet install. November 22, 2021 via email. I sent pictures to you of kitchen and bathroom.I called November 30, 2021. When *** confirmed they were still on schedule for December 15, 2021 for flooring. Left another unreturned voicemail. December 8, 2021 via email. I started requesting for the toe kicks to be installed as you agreed to do, for the flooring to be installed in the proper areas.December 9, 2021 via email. You wanted to pass the job of the toe kicks off to the flooring company whom was not paid to install them. Also, your first notice of being behind schedule to us.December 9, 2021 via email. I asked for a new update for the time line, since we were already behind one month. End of November, 2021 was eight weeks. December 10, 2021 via email. I resent the email from. From the 9th of December asking for updates and responses. Again requesting the contracted services to be started so the project can continue. December 10, 2021 via email. You asked for *** to call you. That call was less than professional.December 10, ***************************************************************** just mark it off. I also asked for you to call me.December 11, 2021 via email. I had to remind you of the agreement that we made regarding removal of the existing cabinetry when you were interviewed for the project and worked up estimates for the job.December 14, 2021 via email. I again asked for a updated timeline on the project.December 14, 2021 via email. I was told by you, five jobs were in the shop that you could not complete. You said as soon as we can build another job, I will bill your second payment and we will be on it.December 26, 2021 via email. I asked for more definition on the cabinets sent samples pictures. Along with a request to try the matching of the two tone stain for the cabinetry again.Jan 5, 2022 via email. You sent a response about the better match. You Ignored the request to change the look of the door, prior to production. (According to the what to expect documents you still were not in production mode yet as we were still finishing stain color choices. )February 15, 2022 via email. you confirmed it should have been 8 weeks. Was informed there was two jobs right before mine. Was told it would be just within another week or two and you could get mine into production. Two things you needed for fast tracking is an OK on the layout and stain. You thought both were good to go, since we are using the same footprint. If good to go you would start on your end. February 18, 2022 via email. I said as far as layout goes, yes I do want the cabinetry the same as they were before. Had spoken previously of special hinges for soft closing effects and lighting. We wanted options worked into the plan regarding the lights. Along with confirming about surfaces hinges and sink choices. Asked for a meeting to go over it all.February 21, 2022 via email. You confirmed we had the same refrigerator, new stove and microwave. All hinges and drawers will be soft close . Light rail built in. 1 inches on bottom of cabinets.(Honestly I see no built in rail.)You said the top cabinet would have to change to your standard top cabinet for the microwave. Said if no changes you would get this into production. I also sent pictures again prior to production after stating I wanted everything the same as before. Bathroom and Kitchen.Light rail was to be standard for your cabinets. February 23, 2022 via email. You said you had photos of the previous.March 2, 2022 via email. Billed for second invoice. Which according to your December 14, 2021 email meant you were ready to start production on my cabinetry.March 3 2022 via email. I picked counter tops. No response.March 30th 2022 via email. I asked you to please respond to the emails and requested an update time line. Inquiring if there is anything left for us to do. March 31 st 2022 via email. You confirmed you received the choices and that you ordered them. That you are still working on one order to finish and deliver before you start mine. (This was ONE month after billing the second payment. Which meant according to another previous email sent December 14, 2021 you would not bill the second invoice until you ready to begin production. You were again one month behind. You had not started. But previously stated you would not bill until you were ready for production. Three and a half months after stating we were next in line. )May 1***** via email. I asked for a timeline on finishing and delivery. May 3, 2022 via email. You said he was building boxes and getting closer.May 19, 2022 via email. I asked for a time schedule again for install . June, 27th 2022 I gave you another photo of kitchen, via ******** messenger. After an in office meeting with you. July 13, 2022 via email. Topic was regarding install on July 12, 2022. I was Inquiring about cabinet hardware. Also inquiring about the need to wait last week for the install due to cabinets doors in the sprayer. Asking for install of those before the counters come back. Informing you of the incorrect toe kick size. Also that he took back finished cabinetry to ********* because he was asked to relocate the boxes to where it was cleared for the old island in the garage. Driveway access . As I didn't want brand new cabinetry sitting in the dining room floor space. He instead loaded the finished pieces back onto his trucks. Informed of you of conversation where ***** had asked if I was selling the old cabinets. I said yes. He and your employee then laid the island on its side instead of upright, on cement resulting in scratching the corner piece of the island countertop. Sent pictures showing the damage.Confirmed *****'s verbal counter template plans of two weeks and requested to get update on any changes. Kitchen counters were templated that day and the bathroom and island were to be done at the shop. He had counters to finish in office which will take three days. He said the New island would be built and finished when he finishes the counter tops.Also confirmed we had plans (with your employee ) for Saturday to come show ******* how to move an outlet down the wall as it was now in your way for install of cabinets. Sent pictures of damaged island top.Pictures of too small toe kicks includes pictures with no trim on walls of island.July 13, 2022 via email. You said you ordered the glides on January 27, 2022 . (Almost four months after taking the first payment. And two months prior to the next payment. )You said the following week . After three other counters, he would start my counters. You also changed his verbal two week install plans. Told me to get that kitchen sink plumbed. Then you would come back and install the vanity and then template the vanity. You said your production time has currently gone from 8 weeks to 8 months. ( We were currently at 9 months for this one) said you had 16 open projects and couldn't keep track of details on them all. You also confirmed he put the wrong toe kicks, saying you had to remake the island. Then stating you should have said no, the flooring will need to wait. Blaming most other companies would also fail to install the toe kicks in that position and telling a customer to push there project date. ? Now you will have to eat the cost and materials and the time to make my island right. Everything you do to help customers and other contractors ends up costing you more time, material and energy. Noting that in ****** hurry he failed to read the measurements correctly. Also telling me you really do not care about the other island I wanted to resale. He should not be responsible for moving it around. (In response, now to that. Sooooo ******. My grandpa always said . Measure twice and cut once. The other reference about not installing the toe kicks when it was agreed to and in your what to expect document was ridiculous. Don't give your word, or say we can do that. If you can't. Referencing to moving the still existing cabinetry once you were ready to install. You agreed to do it. When saying yes I'll take the job. You asked why it was still there and I said we were to match it. But we fought for the fact it was so custom. It had to be redone instead of getting that perfect match to existing pieces. July 15 2022, via email. Requesting help with your employee and a misunderstanding regarding payment. Also via text.( Also since you changed the terms of that meeting and set a price on the visit and work being done. I requested a receipt for the service, after the service had happened.)July 18, 2022 via email. You sent a Delivery invoice. You said you were working on completing the counter tops. Should be in touch to schedule next week. July 20, 2022 via email. You said you were unable to schedule install for next week. Will schedule the following week when you hear back from me. July 25, 2022 via email. You were requesting the delivery invoice be paid before delivery. Once that happens then my counters would be completed and we can schedule the final installation. July 25, 2022 via email. I responded with the extremely shady situation this was, regarding the request for payment after the fact, and in the middle of the install delays. Along with concerns about the extremely shady way you guys changed the agreed appointment with your worker for the Saturday he was supposed to show my boyfriend how to move the electrical outlet out of your way, down the wall. You ****** set the price buy telling your employee how much to ask for and to just do the job instead of show my boyfriend how to do it.Upon arrival he then acted like he was just volunteering to do the job for us. After he was done he said you had set the price of 80 dollars to ask for. So I demanded a receipt from you as of then. As the terms had changed on your call. Your employee also questioned why you guys were waiting sooo long for install. Also reminded you that your voicemail did not sate the delivery invoice had to be paid before you finish the already started install. Clarified my question to you as you had ranted about sliders and drawers. I had asked about hinges, shelves and doors you said we're being done weeks before. I inquired to the front of the open cabinets. Confirming other emails and text saying the counters were already being completed. Now you were demanding more money in the middle of the install. Sent pictures of damaged product after install. Your husband and employee leaning wood corners of walls with no paneling on leather couches along with the too small island with no paneling on the sides.July 28***** via email. I requested copies of hardware orders. Inquired about the shady billing in the middle of a halted, stalled delivery. Requesting proof. July 29, 2022 via email.After Ignored emails, I sent another email. Speaking of the current on going problems, along with my availability.July 29, 2022 via email. You finally responded with more unprofessionalism, denying accountability for your employee and the set pricing by you regarding the electrical outlet.You did not follow through with the order invoice request. You set a date for August 4, 2022 as long as you received the third payment. ( In the middle of the unfinished delivery with more months of waiting after that, approximately another 8 months away from being completed. Wild.) Changed details of our agreement. Regarding the existing island removal and the vanity. (Something that would have been contracted out if you would not have already agreed during our hiring of you.)Also backing out of the handle hardware. (When it was absolutely part of the agreement as long as the hardware pulls were In your shop before the cabinets left.) (Leaving us in another surprise situation. The sink holes were supposed to be cut and finished at your shop. Doing so in my bathroom caused burn marks on the bathroom inside cabinet and they were not smooth and finished.)August 1, 2022 via email. I again stated I wanted the hardware invoices with the final accounting. Went over the unprofessional situation you put us in with four days to spare over details that had been planned since June 2021. 14 months at this point. Regarding the removal of existing cabinetry.Went over how the changes made by you with your employee regarding work in my home, constitutes the need for a receipt of services. Went over industry standard and how I had found this situation Is not equal too that. Drilling the custom holes for appliance was a ****** to get ***** to do.Went over damage on arrival to new cabinetry. Went over the not completely finished deep cabinet by the sink. And the missing side wall. With the two inch gap. The smoothness of the cabinets and lack of on others, brining up the ability to clean the surfaces. Here I went over how only the back wall is smooth and cleanable the rest are rough , lacking the nice smooth finish. Also here asking where is the two tone and why is it only on the doors and the drawers Asking for follow up on all these concerns. Sent more pictures. Of damage on new product and the cabinets you were to match. Again. August 2 , 2022 via email. I again was requesting information regarding my concerns of the project.August 2 ***** via email. You said you would fix the gap, any rough areas on the cabinet will be addressed (Unfortunately this never did happen and last month March 2023 you accused me of making this up. The gap was fixed kinda, the smoothness was never addressed. Feel free to come feel it. )August 2, 2022 via email. I thanked you for addressing the finish. Then inquired again on you backing out of other agreements. Like the pulls and vanity removal. August 11, 2022 via email.I informed you of the drawer that was not functioning properly. Inquiries about the trim and the additional missing trim. Talked about the give on the outer wall of the fridge. Brought up the lack of sturdiness of the island as it completely moves side to side upon touching it. The measurements issues in the bathroom with the back splash. The cabinet gap that was still an issue. The lack of features on the cabinets above the stove and fridge. Asked for a walk through to go over the issues. August 17 and 18 2021 via emails. Conversations via emails on the pre existing trims to be matched.During those you Also tried backing out of the cabinetry trim that was contracted and you were to be matching. Again sent more photos of the kitchen you were matching. No final response after my last email.August 21 ***** via email.I Informed you it was not floor trim it is cabinet trim for design and definition and possibly sturdiness on one area.Went over how the floor trim and its placement is not the issue at hand. Its been matched and placed. Since December of 2021.Again explaining it wasnt to cover up anything, it was for design and tying in all the Golden trim in the design. Also I inquired if you had matching finished panels for the end panels and the outer wall coming with the upjohn and island doors. Mentioned how I noticed he had just added them to the fixed in size island and wondered if that is what you were doing with the rest of the missing finished paneling is it coming. To finish off the design look we were to be matching. Again reminding you the only design change that was approved was the width of the lighter colored wood, was previous thick in some spots and thinner in others. I was okay with that change.I expressed the disappointment of both drop down drawers now, not being drop down drawers. (They werent even drawers now) And the bathroom not being caulked and that the missing trim in there would cover up damage from past vanities being removed and replaced. August 23 ***** via email. I inquired about the unresponsiveness to the emails.Tried arranging to pick up the pulls from you. August 24, ****************************************************************************************************************************************************************** concerns about. August 27, 2022 via email. I updated you on my new availability this school year.September 8 , 2022 via email.I inquired as to what spots needed to be prepared for you. What are we scheduled for on Saturday September 10, 2022.September 8, 2022 via email.You responded and said I didnt have to prep. But did not tell me what we were doing. November 9, 2022 via email. You emailed a list of things you planned to address like trim. One of them being to silicone the back splash finally, months after install. November 9, 2022 via email.I responded and confirmed you would have access on November 18th 2022 to my home.November 18, 2022 via email. 1:00 pm I emailed you to inform they did not do the trim in the bathroom for the vanity. To please do it next time you guys come out.November 18 ***** via email. 5:30 pm you submitted the final invoice to me and said you would be in touch when the vanity tip out arrives and would save some floor trim. November 21, 2022 via email.You asked me to Pay the final invoice. November 22, 2022 via email. I went over my understanding of the 10 percent.Pointing out the one drop down drawer you were going to install was not installed yet.I was Also asking why the end cabinet was so off in color. Sent pictures November 23, 2022 via email.You told me the color was within normal ranges. The tip out was backorder, and a note to make an adjustments, When it arrives. Said it shouldnt hold up final payment.November 24th 2022 via email.I questioned the time frame and if we could get the tipout from a different vendor.I Insisted on a color match for the odd cabinet.Again stated that the job is not completed.January 2, 2023 via email.I Requested the date and order number along with the company info for the back ordered tip out. January 2nd , 2023 via email.Response from you without the requested information .January 4th 2023 via email I informed you of the drawer issue again . That it has been adjusted after install, but that within the first day it starts not functioning properly again. I explained all the things I saw happening with it from gaps to rubbing or lack of gaps. Insisted on you picking up the door to fix the color. Along with something is definitely wrong with the drawer.Also brought up the splintered crown molding issues. The gapping of the corners the not being flushed for the upjohn. I said instead of gluing the splintered pieces from the nail at install. It would be better to replace it. And have it not be such an eye sore on the corners. Sent more pictures. Asked for trouble shooting of the drawer. January 9, ******************************************************** the kitchen. They only mostly covered the front part of the cabinet gap.Leaving the under gap. That should have been to the wall. February 16, 2023 via email.You offered to come pick up the door that is off in color. February 16, 2023 via email.I responded the same day with yes.March 22, 2023 via email.You finally have the door matched up and the tip out arrived.March 23, 2023 via email.I gave you the available schedule for both up coming Fridays. March 23, 2023 via email.You scheduled for march 31st 2023 March 31 ***** via email.You asked me to Pay this final invoice.April 1, 2023 via email. You asked for a final payment that you stated had been due for months. Please get it paid.April 4, 2023 via email.You Sent the invoice from November 18 2023 asking to remit payment .April 5th 2023 Text messages were received and replied to within an appropriate amount of time. Same day . I asked you to forward the invoice to my Hotmail, as my Gmail was full. You proceeded with very unprofessional and irrational text messages including threatening to go to my boyfriends place of employment to talk to him about it. Out of line. April 5, 2023 via email. I scheduled a meeting for you to discuss the issues in person after threats to go to his work, letting you know how extremely unprofessional all this harassment was and you declined. April 5, 2023 via email.You sent an email justifying for you, why you thought it was okay to send harassing text messages. With threats to go to my boyfriends place of employment to discuss, your issue with your client that hired you. Mentioned the four emails that at that time I hadnt received yet. Along with snarky comments like glad you arent missing and pay your final Invoice.(This was after you had already got a response via text letting you know I would check my emails that evening when I got off work, and would respond. I Asked you to forward the invoice to my hotmail.)April 6, 2023 via email I sent you your own document you sent me when I hired you. The what to expect document. Along with clearly explaining to you what had transpired the day before was unbelievable. Wednesday April 26, 2023 via email.You sent a final 10 day demand or you will be forced to file a small claim. April 26th 2023 I let you know that due to unforseen circumstances this argument had been put on hold. I also again requested the invoices again for the backordered supplies. You can review the rest of that most recent ones after your harassment and before your 10 day demand.If you do not absolve the balance of $1,817.36 and close this matter. I will be very happy to attend to this matter at a jury trial.Sincerely, *********************

  Business response

  06/07/2023

  First photo attached is how kitchen looked during our initial visit for estimate. Fire damage, smoke damage, dated style, DIY refinish, laminate counters.
  

  Second photo attached is our after photo, with the exception of the far left upper door rail and style which we refinished in order to better 'match' the others. Updated full overlay style, dove tail drawers with **** undermount, soft close glides, solid surface counters.

  2022 was a year of pandemic related challenges, we experienced delays and back orders, some up to 12 months. We did our best to accommodate our customers, many of these efforts caused us to get even further behind due to travel time and repeat visits. It was not an ideal situation, but we worked through it and got things done. Being punished by a customer after going through all of the stress of 2022 is doubly damaging.
  

  This client sends out complaints when asked to pay the final payment, on multiple occasions. We would walk through and she would be fine, then when invoice would arrive, she would have complaints. We would schedule additional visit, do adjustments, walk through and she would be fine- again until invoice. The final visit she wanted an upper cabinet removed and reinstalled. The wall behind the cabinet was full of black mold because she has no exhaust fan in her bathroom. She poured bleach all over the cabinet and we had to put it back. It seems to never end.

  For her to demand that we absolve her of her final payment, that was paid for by insurance and is our only profit on the project is malicious. We certainly do not ever wish to be forced to file small claims against our customers, however cannot afford to provide custom cabinetry and not be paid.
  

  
  

  Customer response

  06/07/2023

   
  Complaint: 20153269
  
  I am rejecting this response because: What has been stated by the company is inaccurate.  I would like to forward to the BBB as a third-party, all emails from the start of the project to the finalized project,  along with communications to absolve the Debt after the project was finished to the best of their abilities as of now. Which is not the custom job they were hired to do originally. Also showing her statement about when complaints would come vs her invoice dates.  Her statement is inaccurate and the emails will show this.

   

  I did question the shady timing of the third Invoice via email. That was after experiencing the untruthfulness regarding when the second invoice would be billed. Which was not supposed to be billed until they were ready to start production on project. She stated that December 14th 2021 via email.  She billed for that 2nd invoice , but did not actually start production  till at least 5 weeks latter. The emails will show these facts. Her third invoice came during the middle of a stalled install, and after another detailed email from myself regarding the project issues. The final invoice for the 10% came months before the end of the project and her request to collect that before the job was done. The emails will show these facts. Along with when her invoices were sent.  I would like to be able to forward them to the BBB for review. 

  Every thing has been communicated in person and then with follow up emails.  There is missing wood paneling though out the kitchen and bathroom.  My custom job looks almost identical to cabinets they just finished installing and posting to their ******** page.  What is in my kitchen now is not the custom job they were hired to do. 

   

  I have asked multiple times for invoices of orders regarding my job along with the additional receipt for the electrical job their employee did in my home.  I have not received any of this documentation even though it has been requested numerous times.

   

  Regarding the bathroom cabinet that, had open gaps on the crown molding, which is why moisture was able to be trapped in the top of the upjohn.  They damaged the crown molding upon install. Then said they would glue the piece back on. After seeing the gap on the ceiling and considering this was a new install , I didn't think it was appropriate to be accepting the damage that now had to be glued. So I asked them to replace the crown molding and get a more flush install with the ceiling. Which is why they had to remove the upjohn. ***** DID ASK FOR BLEACH. What was used is ***** Works Natural all purpose dilutable cleaner which is from the company clorox.  It was mixed in a spray bottle and yes I attempted to remove it when it was discovered. By SPRAYING the solution and wipping with cloths.  I agree it should not have been an issue, if propely installed the first time. If it had been properly installed. The moisture would have been only on the outside of the unit. This was adressed in yet another email with the company. 

  The emails are very detailed and they failed to complete the job they were hired to do. They cut corners, the project is missing lots of custom wood for the design they were to be matching. They made my custom job look like other jobs in some aspects, regarding the face of the cabinets, more so the drawers.  Instead of the very custom job they were hired for. My drawers all were to have the wood paneling,  along with the outter cabinetry and wall were to have the custom wood paneling.

  In other ways my island looks like nothing what they have produced and shown to customers in the past.  I have seen no islands that have the cut up puzzle looking middle divider like mine does. It is extremely disappointing.  Not a single thing that was in there shop before they were hired. That they were showing me before the project was secured. Looks like what they installed in my kitchen island. I had no prior knowledge this is what would be produced. They installed it with out the center wood in the middle. Which caused a dangerous situation. Along with an inconvenience to keep it in tact while waiting months for them to return to fix it.  I have children in my house. Both with the unsecured wall which also movable to the touch and the island. It left us in a dangerous predicament. What they put inside to fix the sturdiness is extremely ugly and looks like it was done in someone's garage. It should not have been designed the way they did. I had to insist they make it sturdy. An island shouldn't move when you touch it. The island that came out of here and a Wall in the middle to divide It into four cabinets. 

  My request to absovle the final 10% of the total ********* plus job, is fair and reasonable for the reasons that have been stated in the initial request to absolve the Debt, and the detailed timeline that was my final letter to the company regarding the last 18 months. The many ignored concerns that were communicated to the company.  For their failure to produce the custome project, they were hired for. They were fully aware of the customer's wants for this custom design of my kitchen. They had been given in person instruction multiple times before production with pictures of the kitchen.  She was told in person and via email. I want my kitchen exactly the same as bebefore.
  
  Sincerely,
  
  *********************

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