I would not recommend Tru Custom Cabinets…read more
The process started off well. The owner came to my home, took measurements, created a 3D rendering, and once we finalized the design, I paid my deposit. Unfortunately, what should have been a straightforward laundry room cabinet installation turned into **more than five return visits, countless phone calls and text messages, and constant follow-up on my part just to get the job completed correctly.**
On the first installation, the cabinets arrived in different sizes and depths, even though they were all supposed to match. After that was corrected, the second installation left me with three different shades of white between the cabinets, trim, and crown molding. Later visits uncovered additional issues, including unstable interior shelves that tipped over, an uneven countertop, and multiple cabinet doors that were crooked or improperly aligned.
What frustrated me most was that these weren't issues the company identified--they were issues I had to point out. At every visit, the installers seemed ready to leave with the project considered complete until I showed them additional problems. I repeatedly called, texted, and sent photos over the course of weeks just to get someone from management to come inspect the work in person. Instead of taking my concerns seriously, I was told I was "high strung" and that smaller projects sometimes have issues.
By the end of this project, I had completely lost confidence that anyone from Tru Custom would identify or correct problems unless I found them first and pushed for them to be addressed. I essentially became the project manager and quality control inspector for work I hired professionals to complete.
To date, this project has required more than five visits to my home, and I am still waiting for two cabinet doors to be corrected. Despite the repeated installation mistakes and the inconvenience, Tru Custom Cabinets never offered a discount, refund, credit, or any meaningful gesture of goodwill. One of the installers even commented that they had "never had so many problems on one project." Unfortunately, I was the customer who had to experience every one of those problems.
I understand that mistakes can happen on any project. What matters is how a company responds. Based on my experience, Tru Custom Cabinets failed to provide the level of workmanship, communication, and accountability I expected, and I cannot recommend them.
