The term “custom” is NEVER a synonym with quality. It just means created for your space. It can still be created BADLY. That “customization” could be Chinese flat packs that someone hacked to create “custom” depths, etc. Or it could be someone who doesn’t even know how to operate woodworking machinery and use a tape measure. Or it could be fine heirloom furniture.

The devil is in the details. You didn’t get the details. And you let it go on for a freaking year??? After about 6 months, why didn’t you sever the relationship? Because you were getting a good “deal”? What kind of deal requires another 40-60K expense for all new custom cabinets to be created by someone that knows what they are doing? How much does that save you then when you have to pay double?

What did you actually pay for that? And why did you sell yourself on his abilities based on a low price only? When a price is too good to be true, don’t you think it might be too good to be true?

That looks pretty bad. It sounds like the cabinetmaker has not yet figured out how to actually run a cabinetmaking business (bidding, scheduling, etc.) and cut corners to finish your job.

I'm genuinely not trying to point fingers, but for the sake of others who are just starting a reno: What type of vetting did you do, and what decision process led to hiring this cabinetmaker?

FYI using 1/4 center panels is somewhat common for flat/recessed-panel cope-and-stick doors. However, it looks like the doors/drawer fronts in your photos weren't properly assembled for a tight fit and wood movement.

The price wasn’t too good to be true. He matched the price of other cabinet shops in the area. I called several of his references. They raved about his work. One of the jobs he took on while dragging mine out is a neighbor and she’s very happy with the job he did for her. He took advantage of the fact that the house was under construction and refused to install the fronts until the flooring was in, stating that he didn’t want his work to be damaged by the floor installers. The floors were finished in March and then the real battle began to get him to come back. I wasn’t going to walk away from the $$$ paid, so my recourse was to file the Registrar of Contractors complaint. There was no hint of shoddy workmanship until he finally started installing the fronts. So, maybe any fingers could be pointed at Bill Norton and not at me.

Sandy, are you in Prescott? We had the same problem with a custom cabinet maker here in Prescott.

Upon rereading your post I see it is not the same cabinet maker we used, but our experience was very similar.

Sandy, I am sorry this has happened. It sounds so frustrating. I don't get it when someone has a history of good work and then suddenly falls down on the job. I also remember slightly holding my breath when our cabinets were delivered, hoping they turned out well. Of all the things to go wrong in a remodel, that is probably the most problematic. Keep us posted on what happens.

I would continue with your complaint because it’s too late now to do anything else. Did you pay him already? I would not allow him to come into my home again while the complaint is pending.

Aw, that makes me sick for you. Many cabinet makers won't install the cabinet fronts until floors are in, that's true for most who are 'picky' - ours certainly was. So I understand that you didn't take action (you really couldn't) until you weren't able to get him to come back, and as you say, once the drawers and fronts were in, it was too late. This guy is so far from a cabinet maker he can't see the line. Terrible.

This won't make you feel better, but perhaps anyone else reading will learn from your lesson: GreenDesign's is right: Custom does not equal quality. I wanted to see kitchens, as well as cabinet samples in the shop. Which I did. References are a good thing but I don't care if so-and-so thinks the work is good, I'll be the judge. And yes, I do understand, people will charge for bad work too. Ours ran later than expected (by a couple weeks), which didn't surprise me, but we were called frequently, sent photos, and allowed to come 'visit' our cabinets in progress. They encouraged it.

Again, I'm truly sick for you. Glad you took lots of photos. Keep a back-up copy.

Wow! What DID you pay him???

@prescotthouse I’m sorry that you have gone through the same thing. I don’t understand why these guys don’t care more about their reputations.

@CindyR He is paid. The state requires that he be allowed to correct the issues. His choice. If he doesn’t, we can have someone else do it.

It appears to be bad execution and lack attention to the details. All he had to do is sand it a little bit and fill up before the paint. He should come back and fix it.

The term “custom” is NEVER a synonym with quality. It just means created for your space. It can still be created BADLY.

I think that's something worth repeating.

You might also go custom if you want something very unique that isn't available otherwise ... but these appear to be plain white shaker, probably the most popular cabinet at the moment.

Done well, custom cabinets are a thing of beauty -- I've never seen the equal of my mom's custom cabinets, and I'm 100% certain they're 26 years old (I remember standing in her mess-of-a-remodel while I told her she was going to be a grandmother, and that child is now 25). But it doesn't always work that way.

In the grand scheme of things, you have "more certainty" working with a company instead of one individual.

The devil is in the details. You didn’t get the details. And you let it go on for a freaking year??? After about 6 months, why didn’t you sever the relationship?

I'm betting you'd paid in too much money to lose? Couldn't afford to walk away? Tell me he didn't demand 100% up front.

OP, I'm sorry you're in this mess.

If you're not dealing with a large firm with a showroom of product, it's essential that you see some of their previous work in person. Written recommendations are not enough.

Here, the standard is a 40%-50% downpayment, the balance on completion. Hopefully, the OP held enough back to cover repairs.

The Registrar of Contractors issued a directive that he has to come back and fix the rough fronts. It’s kind of ambiguous. Nothing about how the panels are warping inside the frames. Looks like a lawsuit.

Following. Hope this gets resolved to your satisfaction.

The door fronts are likely manufactured by a 3rd party specialty company and he should have rejected them for the roughness, otherwise they look standard. Hardware screws... he should have rejected them.

One of your photos … is that the inside of the cabinet door showing attachments? not relevant.

Panel thickness - what some of your other cabinet makers describe is of course available, but more $$. Lesson to others, always look at samples, especially a sample door for your project.

Cabinets, whether custom or factory that meet national standards can still be well below your expectations.