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June 2022 by Leanne H.
I wish we could give her zero stars. And I wish someone would catch her with her deceptive business practices. Tracey Pella of Pella Kitchen and Bath, Kasspel Design, and Thomas Design Group is not a professional business. She uses several different business names and all of her adult children are involved in the businesses. She doesnt answer emails, texts or phone calls once she has that money in her hands. She scams her customers and homeowners into paying her in full for a kitchen remodel and she takes off without completing the job. We later found our that her LLC shows it's expired in 2019 but she still may be using it as a business account. We paid her in full in February 2022 to complete our kitchen renovations and she took the money and didn't complete the work. It's been almost 6 months and our kitchen still isn't finished. She has used every excuse to not do the work. She was sick, her pet died, her son's marriage falling apart, family deaths, vacations. She doesn't comply with the contract we agreed too. So many of her other homeowners are in the same situation. She's a scammer. She's guilty of theft by taking and theft by deception. She owes us money for products and services she never intended to do. She installed the wrong countertops, wrong sink, showed up the wrong cabinet handles. Took the tile we paid for to put in her own daughters kitchen. We never got our custom made wood hood, bench seat and shelves. Our kitchen ceiling isnt completed. We have filed complaints everywhere. Reporting her to the news media. Don't get involved with Tracey Pella or her family. She never apologizes for her Deception and never tries to make it right. We are getting a lawyer...
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July 2021 by Jenny Bagley
Paul and Shirley were great to work with. We were close to choosing another company before we found them and know now that would have been a disaster. Paul personally oversaw our kitchen project from start to finish and made sure that everything was perfect. We love our new kitchen cabinets and island!
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July 2020 by Sandy T.
Pella Kitchen and Bath is the most unprofessional and unreliable company I have ever dealt with. We started our project in March of 2019, but the project was not completed until September. They held onto a deposit for months with no work being performed. Weeks would pass by without being to reach them. It was always one excuse after another. Their designs are drawn on the equivalent of an iPhone app with very little detail. They also do very little after designing your cabinets. I had to pick out the countertops, backsplash, even the cabinet hardware myself. I'm not sure what kind of design service they are running, if the consumer must design everything by themselves. After several months of delay after delay, we decided to go with another company to complete our project. After several requests for a refund for services that were not completed, we finally had to hire an attorney to collect our final deposit. My advice is to avoid this company at all cost. Not only are they difficult to deal with, their business model is unethical and borderline illegal! Brooke has now started a new company called BW Southern Design Group. I hope it is ran more professionally than Pella Kitchen and Bath. She did contact me for pictures of my kitchen, but I declined to send them since I had to finish the project myself. I did not want her to display my work as her own with her new business. Tracy Pella is now affiliated with The Thomas Design Group. Buyer beware of purchasing services/products from her. After all this time, there are still texts that she has not responded to leaving my kitchen job incomplete.
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July 2020 by Todd D
They did an awesome job, came on time, no mess left behind.
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July 2020 by Todd Dillon
Great bunch of guys. Clean cut, polite, trustworthy and respectful.
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January 2020 by Kelli B.
These people are not to be dealt with!! They ask for all of the money up front then mess you around for months without communication and complete disregard for what you and your family are going through! Brooke refused to answer our calls and texts once she cashed our check. It took months to get started even though we had a contract. They screwed us over and had zero remorse for their actions. I had to have someone else complete my job as they were completely inept. Run, don't walk, away from these crooks as fast as you can!!! Anything under the name Tracey Thomas Pella or Brooke Pella or Cassy Pella. We now have issues with the cabinets and no one to turn to for it! I have someone I can recommend if you prefer to ask.
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January 2020 by Melody H.
Hired them to do a kitchen installation in my basement. Very quick to answer texts and calls until they had my check which was a down payment for cabinets. Check was cashed immediately and then it was radio silence. When I was able to get ahold of them it was one excuse after another. The promised installation date came and went. Once when I was able to find a different number for them and she actually answered, they were supposed to be Installing, I was told they were at the beach!! I had to threaten to call the police to get any kind of action. The installer did do a good job although they use many different people and I guess I just got lucky by getting him. One of the excuses they gave was the installer was busy but when I asked him he said she had only called him two days prior and said she often does not pay him for months. I paid him myself for my job because of this. While I am ok with my kitchen (because the installer did a good job) my one star rating is due to the lack of communication between anyone at this "company". It was an extreme amount of stress and the "design work" could have been done for free through the place the cabinets were ordered! My job was a simple one, installation of a new kitchen cabinets in an empty space, no demo and plumbing was done. I've been in contact with others and this is apparently their SOP so BEWARE.
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January 2020 by Reg O.
Updating to 1-star to reflect how well the cabinets stood up to use. The quality of the cabinets is very low in that the drawers do not stay level -- almost immediately after installation. The faucet handle regularly falls off because the installer neglected to add the final screw to hold the handle on and it's been impossible to find a replacement screw. Things I neglected to mention during my first review: I selected a type of glass for cabinet door. She ordered/delivered the wrong glass. She also ordered/delivered the wrong cabinet handles. She billed me for extra items on my invoice that I never ordered and I had to make her remove them from the invoice. What I didn't stress enough was that after I made my deposit, it is as if she fell off the face of the planet. It's as if once she got my money, she just moved along to the very next sale. It's a shame, because the design was very well done, and she just runs the business so badly that I legitimately worried that she ran off with the money never to return again. Nearly two months later, my kitchen was finished but she made it a total nightmare of stress, non-responsiveness and low quality execution. I had to make many threats about taking her to small claims court if she didn't at least RESPOND to a single message... and she mostly did not respond to a single message. I would also like to stress how totally DIRTY they are on the worksite. Aside from the fact that they refused to remove any construction debris, THE WORKERS DISCARDED FOOD into the construction trash on my back deck so it was attracting vermin and feral animals right up to my back door. I found old chicken bones and dirty containers mixed in with the trash. I ended up cleaning up massive construction debris mostly alone with a disabled arm. DISGUSTING AND DIRTY PEOPLE. I wouldn't recommend this company to my worst enemy.
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November 2019 by Vanessa V.
Horrible! Did not pull permits and now I can't refinance my house. I also had to file a complaint with my bank to get my money back from their suggested plumber. Don't believe anything they say! I wanted to support a women owned business, very dissapointed.
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April 2019 by Tony D.
Too bad can't rate it as _zero!,,, most unreliable person and business ever seen !!!! NEVER keep promises , without any experience in this business!!!! Just learned how to use Chinese software and resale Kabinets in the boxes which you can buy yourself online without middle man.... Stay away !!!
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February 2019 by Kristi S.
Very responsive to our initial request for quote and I liked the design, although they strongly push traditional ranges over built in appliances. Don't expect anything remotely custom- they are a middle man with a high markup. Wish I had gone with different company and paid a little more. Pros- Like the cabinets Our cabinet installers were great. They ended up custom fabricating pieces from other cabinet components because some of the design items were not available off the shelf (like a built in for double ovens- not that uncommon!). Cons (long list) Absolutely the worst communication ever! No project plan for us or any of the subcontractors. Scheduled subs without consulting homeowners. You'll be scrambling to be home with less than 24 hours notice. Delivered our cabinets in the pouring rain, unprotected and then the delivery guys was mad about having to bring them in the house so they could dry out. Took weeks to actually get all the items needed for the install. Demo process was not gentle. We had to repair some poor sheetrock work, hardwood floor damage. Contractor would never call us back for finish work so we subcontracted electrical, tile and plumbing ourselves (and I feel better about the finished product as a result). The low level of service we received dropped off even more when we decided to go with a different countertop company rather than their vendor. Design changes made without our approval which had to be corrected. Materials sourced by Pella (glass inserts and hood ventilation) were obviously the cheapest thing available. We'll have to replace the glass before someone gets seriously injured. Three week project turned into over 10 weeks. Brook nor Tracy have ever come to inspect the actual work but did ask for us to send pictures before we were even done with the project. Were asking for money before the installers even packed up their tools.
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September 2018 by Jason Blondin
Paul and his team did great work on our kitchen and bath project. He took his time, communicated well, was on time, and on budget. He takes pride in his work and it shows. He even managed issues with the supplier without hesitation. I would highly recommend him for anyone who needs cabinets, granite, islands, etc.
