ComplaintsforHER Home Design, LLC

• Initial Complaint

  06/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In May, 2021, I had a consultation with a HER representative to remodel my kitchen and bathrooms. This involved replacing kitchen cabinetry and bathroom vanities. In June, 2021, I went to the HER showroom and was shown different cabinets. I selected the cabinets and vanities that I wanted. Unfortunately, I did not get the name of the manufacturer or design. I paid approximately $12,000 for the cabinets in early August with the understanding that the cabinets would be delivered so the remodel could begin at the end of October and be completed by Thanksgiving. After HER delayed delivering the cabinets on three different occasions using at least two excuses that were not true -they don't deliver cabinets when it is raining. It wasn't raining the day the cabinets were to be delivered and then they said the contractor was worried about them getting damaged in my garage. The contractor has said this conversation did not take place. As the cabinets were being installed, it was determined that the cabinets were not what I had been shown. I am including pictures. When I reached out to ******* Harrrison, she told me there was nothing wrong with the cabinets and tried to blame the contractor. She stated that she herself had checked the cabinets as they were delivered to her business. She then tried to say that the cabinets came from the manufacturer that way. There was a sticker on a cabinet that showed they had been ordered unfinished. I was able to contact a Wolf representative who confirmed that the cabinets had been ordered unfinished. Only then did ******* admit that HER had hired someone to finish the cabinets and that she had not ordered what I was shown. HER did agree to replace the cabinets and have them installed. Part of the cabinets came in late April and HER did install them. I am waiting on two more cabinets and HER is threatening to not install them because I was rude to the employees. I told her I treated them as she treated me.

  

  Business response

  06/06/2022

  The resolution to this issue was mutually agreed upon between HER Home Design and ***************** in December of 2020 in the presence of our attorney, *************************. Please see the attached mutual agreement on how this scenario would be handled. No additional concessions or refunds will be made to ***************** per the December agreement.

  With regard to the final two cabinets, HER Home Design will deliver the cabinetry to ********************* home when they arrive in our warehouse.

  At this time, we have two "hostile working conditions" complaints filed in our human resources department because ***************** went out of her way to be overtly rude to our employees who arrived on-site to install the cabinetry in April. She went as far as to not allow one employee with a documented medical condition to use her facilities during an emergency. ***************** berated employees who had no idea what had transacted with her account, nor were they a part of any prior issues that resulted in ********************* original dissatisfaction. Those staff members refuse to return to the job site as of today. When the two remaining cabinets arrive, we will address the installation issue if it remains.

  ***************** said in an email (also attached) that she was fine with us delivering the two remaining cabinets and not installing them.

  Customer response

  06/06/2022

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

   

  I do not see any of the attachments she is referring to but I have rebuttal to what she is saying.

   

  HER still has not said if they will install the last two cabinets.  I don't see the email attached where I agreed.  I said if she felt good about it and thought that was good service, she should just drop them off.  That is not an agreement. 

   

  Nothing was ever agreed upon in the presence of an attorney.  There was someone included on emails but he never said he was their attorney and I never met him.  He also never commented on any emails that he was copied.  Also, most things that we agreed upon, HER changed their minds.  

   

  HER is still not taking any responsibility for being dishonest and unethical.  They have shown no customer service.  They should not be able to get away with this type of behavior.  ******* lied on numerous occasions.  I have email and text back up to show how often she lied.  I have never been treated like this by any other business.

   

  The cabinet deliverer was deaf and nothing was said about a medical condition that would impact urination.  I find it very unprofessional that he would be at my house for 5 minutes and want to use a private restroom.  To me, he should be instructed to use public restrooms.  As for the employee that she says had no knowledge of what was going on.  That employee had been included in almost every meeting that I had with HER. That employee knows how bad I am being treated and said I had been lied to.  I didn't want to add that because I don't want her to lose her job but she said it when she was at the install.  Due to the situation, ******* should have been at the installation and I told her employee that.  I am the customer that HER tried to install subpar cabinets and then tried to cover it up on multiple occasions.  I think I have a right to be very unhappy and not feel like I need to try to make anything easy on them.

   

  I still want my fee refunded.  I also want the cabinets installed.  I also want a complaint on their BBB record regarding unethical and dishonest behavior.

   

  If HER cannot provide those two things, then I will need the BBB's assistance on where to turn for next steps.

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

  
  

  

  Business response

  06/07/2022

  After consulting our attorney again, our position remains the same. We did not and have not acted unprofessionally, unethically or below board. An issue was brought to our attention, we investigated the details, we provided several solution options. The client was involved in each solution option. She selected from the options. We have a formal agreement made in December. The client has a copy of the specific agreement. We have honored each part of that agreement. We will not provide a refund. We provided new kitchen cabinetry selected in totality by the client. When the additional cabinetry that went on backorder comes in, we will deliver it. We consider this matter closed with the client and the BBB. We have done all we can and are willing to do.

  Customer response

  06/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  HER has still not made it clear if they will be installing the cabinets, kick boards, and panels and filler.  They also need to bring the paint repair kit that is provided by the manufacturer.   I did NOT agree to them dropping off the cabinets only.  They need to reread the email.   Anyhow, from what they are saying, we are going by the agreement from December which states they will install them.

  I still feel like HER was dishonest and unethical and I think they know it also but won't admit it.  

   

   

   

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

  
  

  

  Business response

  06/14/2022

  Given her last update, it appears as if **************** now acknowledges the agreement that was made in December, which should nullify this entire complaint since it is the same issue that was resolved with a plan last year. Case closed.

   

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am writing this complaint because I feel HER Home Design, LLC. Violates the BBB Standards of Trust.  The complaint is about how the company delivered cabinets that were not finished/painted correctly but yet tried to cover up the fact that HER did not sell me what I was shown.  They delayed delivery to cover it up, they blamed the contractor and then the manufacturer.  HER finally admitted it but only after the cabinet manufacturer was contacted and confirmed what had been purchased by HER.  I received horrible customer service.

   

  HER has still not told me if they will be installing the cabinets and finishing the crown molding, panels and toe boards.
  

   

  This complaint should not be voided at all.  HER acted dishonestly and I want the complaint to remain.  
  
  Regards,
  
  *************************

  
  

  

  Business response

  06/15/2022

  Attached is an email chain from YESTERDAY 06.14.22 detailing the plan for the cabinetry delivery and install. You can see that **************** is well-engaged into the plan. Yet today, she claims there is no response from us and wants to continue this bogus claim. She also claimed she had no knowledge of the agreement that was made in December last year to resolve the matter in totality until she actually referenced it in her complaint this week.

  HER Home Design believes **************** has developed a personal vendetta against our minority owned firm and is attempting to wrongfully cause harm to our business. She has communicated with us outside of the BBB and received resolve, yet continues to persist here as if the resolve never happened. What is the REAL motive here?

  Today, our delivery team delivered the cabinetry and coordinating pieces to her home. An install is planned for Friday morning pending she can refrain from communication unrelated to the install, itself. Our staff will not work in a hostile environment and while we plan to install the cabinetry, should **************** cause contention, she has been advised that we will leave the premises at once.

  No further action will be taken.

   

  Customer response

  06/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Communication regarding installation came after my response.  Please refer to ********************* how many times I said I was happy to be working with an MBE so this has nothing to do with that.  As I have said in the past which HER keeps trying to deflect, the main reason for this complaint is that HER delivered ruined cabinets and continued to try and hide it until the manufacturer told the truth.  I paid for and was shown manufacturer finished cabinets.  HER has not apologized for anything.  There will be no resolution as long as they continue to try to put blame on me.  
  
  Regards,
  
  *************************
  

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