In early January 2025, I contacted US Cabinets and Design for a quote. After a discussion and…read moreshowroom visit, we agreed on the style, colors, and price for cabinets and countertops for a rental property. The price was higher than expected for "basic" cabinets, but we adjusted some details to meet our budget. We were told the cabinets would be made, and the installation scheduled after production. We also provided the make and model of our sink for the template. Everything was fine up to this point.
A few days later, Tracy confirmed the install would be Thursday, January 23rd. The day before, I asked if the same installer would handle both cabinets and countertops and was told no. Countertop measurements would be taken a week later, followed by another install date. This was a surprise, as we were never informed about this timing. I felt frustrated but accepted it. Meanwhile, I had to explain the delay to my tenant.
Later that day, Tracy called to say the installer would not arrive as scheduled on Thursday, but Friday instead, due to issues on another job. On Friday, we got another call that the installer couldn't make it, and he would be there Monday, January 27th, "first thing" at 8am. I rearranged my schedule to accommodate.
Monday came, when no one showed up by 9am. I made several attempts to reach someone. I finally got Tracy, who told me the installer hadn't left the shop yet, which was over an hour away. At this point, I was furious and told them we wanted to cancel. They quickly reminded me we were under contract and insisted on enforcing it. I explained that their delays violated the contract, and all we'd gotten were half-truths. They even called us "hostile" when we were simply trying to cancel due to the company's failures.
By 11am, the owner arrived with the installer. He didn't say a word to us--no apology, nothing, and then left. I didn't even get his name. The installers worked for an hour and then went to lunch. They completed the day and left around 5pm. The next day, they were late again, arriving around 9am. One installer left shortly after arriving, leaving the other to work alone. The installer worked until around 9pm that night.
A few days later, Tracy called to check on the install. When we went to the property, we saw that the work wasn't completed. The installers had left handles off the cabinets and there was a large gap where a cabinet should have been. Tracy said the installer could come out that day, but we couldn't coordinate on short notice. We were then told the installers were unavailable the following week, and we'd need to talk to Todd (the salesperson) about fixing the gap.
When Todd called, he told me the gap was a "preference." I reminded him we had discussed covering the gap and this was NOT OUR preference. He insisted I should have reviewed the 3D drawings, which I had already looked over. It felt like he wasn't taking responsibility, adding to our frustration.
The countertop issue was the next problem. On January 29, the templaters were supposed to measure between 11am and 3pm. At 2:50pm, they called to say they couldn't make it due to phone issues, but would come the following day instead...another broken promise.
When the guy finally arrived, he informed us the sink we purchased weeks earlier couldn't be mounted as an undermount, only as a drop-in, due to cabinet limitations. We had to switch to a drop-in, despite planning for an undermount.
Now they are telling me they won't finish the job unless I pay them a $250 fee to come back out and finish the handles and they will not fix the gap. These people are terrible and I have an incomplete job. I have filed a BBB complaint on them as well. Stay far away. I will add pictures soon