Akridge Orthodontics

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If the company has been telling me continually that they don't do refunds-and they do, and they've been telling me that they have returned the faucet to me- when they haven't, and they don't even know where the tracking information is...Why exactly would I believe anything that they say? This company is consistent with fraud, and lying. If they have made these mistakes, isn't it possible that they accidentally sold a defective product that was returned, that caused damage to my vanity? Again, I will not consider this resolved until Signature Hardware admits their mistake and pays for my vanity to be repaired. 
Regards,
[redacted]

I provided documentation from a third party to Signature Hardware that showed the faucet was made from monel and not from brass. Monel is an alloy that is made up of predominantly nickel. Brass is made from mostly copper and then a large amount of zinc. It is not as they claim and simply saying their overseas manufacturer says "it's brass" is not acceptable to me. Also claiming that the machine used doesn't test plumbing fixtures is absurd. Coating plumbing fixtures in a brass colored PVD (physical vapor deposition) does not alter the molecular content of the metal. It does not turn zinc into nickel or make solid brass gray. This is not Medieval alchemy. The faucet is not brass and sandblasting will (and did) remove the thin brass colored coating. The faucet is now a gray color which is consistent with monel (again made from mostly nickel). I specifically asked if the faucet was solid brass as the website claimed and that is why I purchased the faucet. I perhaps should have known that it was not brass as solid brass faucets from manufacturers like [redacted] Hardware, Barber [redacted], and Watermark start at about $1000 and go up from there. I fell that I should be granted a refund for 2 reasons. First, the product is fraudulent. And second I specifically asked a person on the phone if the product was indeed brass and they claimed to get that information from their engineering department. To me at least this is a very simple refund request. I provided proof of the material as they requested for a refund and they are denying that that is a legitimate test AND refusing to obtain third party verification on their own. If their supplier is passing off monel as brass of course they are going to lie to Signature Hardware. That's how a scam works. I've proved beyond a doubt that I was sold a fraudulent product and I really want my money back.

The events outlined in this customer's email to the Revdex.com do not match the information Signature Hardware has on file for this order.  At the time of sale it is mentioned that orders ship within 2 - 3 business days of the order being placed.  This information is also stated on every bathtub...

displayed on the Signature Hardware website.  Once shipped, it takes approximately 5 business days to get to California.   Monday 04/20/15 was the 6th business day after the order had been placed.  This timetable is right in line with what is quoted to every customer.   On Monday, 04/20/15 the customer made the decision to pick up the tub from the trucking company rather than wait for delivery.   As a courtesy for picking up the tub, a $100 refund was issued.    On 04/20/15 Signature Hardware was also told that the trucking company had an accident while loading the tub into this customer's car.  At that time Signature Hardware and the customer discussed that the customer would work out a resolution with the trucking company.   On 04/21/15 the customer contacted Signature Hardware to indicate that the tub purchased didn't have the drain where she wanted it.   In an effort to solve this problem, Signature Hardware offered to get a replacement tub out to her with the drain set up she wanted.  The customer decided she didn't want to wait for a new tub to be sent out to her.  At that time the customer made the decision to move the drain and water setup for her tub.  It is the position of Signature Hardware that we are not financially responsible for a decision this customer made.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The faucet was sent to us with factory installation; meaning that we did not apply the tape, the faucet came to us with the tape on it. The installation was below the water leak. The pictures that I provided to them proved this. I insist that they sold us a returned item that was faulty. The only part of the faucet we installed was the water line BENEATH the leak. We installed the product exactly how it came; with the tape on it. After reading numerous reviews online about this company; this seems to be something that they do- sell faulty products to customers. The reason we asked for the faucet to be sent back to us "as is" is because we wanted proof with moving forward with contacting our lawyer.
Regards,
[redacted]

We are in the process of obtaining documentation from the manufacturer that confirms the faucet is indeed brass. We will provide this to the customer once we have it. A machine used to test jewelry is not sufficient to test plumbing products. Brass is not a core element and will not show up in...

a test like this. The other elements that make up brass are present in the test (nickel and copper etc.). The PVD finish cannot be fully removed by sand blasting. It would require a chemical solution to fully remove the PVD finish. The PVD finish that is still on the faucet will also skew any results of testing.

SIGNATURE HARDWARE CALLED ME ONCE THEY RECEIVED Revdex.com COMPLAINT, THEY HAVE PAID ME IN FULL PER MY REQUEST I HAVE RECIEVED THE CHECK AND WISH TO CANCEL MY COMPLAINT AT THIS TIME, AND CLOSE OUT THIS ISSUE.THANK YOUKAREN [redacted]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

While Signature Hardware will not be able to send the customer a free replacement sink, we will be more than happy to replace the customer's sink at no profit to us.  To do this, we are willing to charge the customer our cost for the sink plus the cost of shipping it to the customer.  This...

is the same offer our CSR made to the customer on 04/15/15.  Our reasoning for this is as follows:   While Signature Hardware stands behind our products, this customer reported a crack on a vitreous china sink over three months after taking delivery of it.  A crack, like the one this customer reports, is likely due to trauma to the sink at some point after it left our warehouse.  Signature Hardware can't be expected to replace damaged items for an endless period of time.  Our warranty policy (http://www.signaturehardware.com/services/warranties-repairs) states the following:  WARRANTYAll items are warranted to be free of manufacturing and mechanical defects and covered for a period of 5 years from date of purchase. This warranty covers replacement of defective parts only, not of complete product, unless deemed necessary by a customer service representative. Warranty does not cover: damages incurred as a result of installation, replacement or repair; damages due to improper cleaning, misuse or neglect; or "living finishes." You can learn more about our warranty here.If your merchandise is damaged in shipping, please contact us within five working days. We will assist in filing a claim with the carrier and sending a replacement to you.As the last line of the policy states, damaged items need to be reported withing five working days of the receipt of the item.  When that is done, we happily replace the item for the customer free of charge.  This customer received this sink on 01/07/15.  Over 90 days later, the customer called to report that it was damaged.  The parcel carrier will not accept a claim on a sink over 90 days after it has been delivered.  As stated above, Signature Hardware can't be expected to cover damage for an endless period of time. Our offer for a replacement sink at cost plus shipping still stands.  If the customer would like to move forward with this offer, please call us at [redacted]  Any member of the Customer Service team will be happy to assist.   Kind regards, [redacted]Customer Service ManagerSignature Hardware[redacted]
Customer Service Hours of Operation: Monday – Thursday: 8am EST – 11pm ESTFriday: 8am EST – 7pm ESTSaturday: 8am EST – 5:30pm ESTSunday: Closedsignaturehardware.com

While Signature Hardware normally does not cover labor charges, this situation does seem like one we should make an exception for. We will issue a check for the cost of the deinstallation and reinstallation, and we will use this feedback to train those involved with the initial decision so future...

customers don't have the same issue.  Thank you for bringing this to our attention, and we are sorry for the problems you had with your first range hood.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The faucet is made from monel which is a gray metal made mostly of nickel and then from copper and other trace elements. Brass is made from zinc and then copper and has a yellow color. The thin finish coating, which I sand blasted off, revealed a gray core metal which is Monel. The faucet is Monel. I had it tested and it's not brass. I have covered this over and over. I ordered the faucet in the polished brass finish and blasted it completely off revealing the Monel underneath. Again, the faucet is not brass. I have proven this beyond a doubt and having someone else make the statement quote "The finish is not made of brass, the faucet itself is made of brass" shows that they are trying to confuse the issue. I was not concerned with the content of the coating as I removed it. The faucet's core is MONEL. That's why it's gray. I don't understand why Signature Hardware isn't concerned that their overseas manufacturer is selling them a fraudulent product. A fraudulent product that they are then selling to their consumers. At this point they now know it's fraudulent. I'm doing you a favor. I request a refund.
Regards,
[redacted]

I believe this situation has been resolved to the customer's satisfaction.  He has received the refund originally discussed.  He had mentioned that he was going to cancel his complaint, but it is still listed as active.  If you would like more information on this, I'll be happy to...

supply it.

It seems at this point we are at an impasse.  We will simply reiterate what we have already said:  - On the 21st the CSR gave the customer options on moving forward.  - On the 22nd the customer got a quote for work to be done.  - On the 24th the customer emailed us to tell us the work was already completed. This customer made the decision to move ahead without input from Signature Hardware.  Signature Hardware did not have ample opportunity to resolve the issue.  We do not see that the $1,200 expense is ours to pay.     We consider this matter closed.

We apologize for the delay and for the issues this customer had.  The $231 has been refunded to the customer for the issue with the granite top.

As previously stated, this customer reported items missing
from her order over two months after it had been delivered.  In addition, we checked the weight of her
package, which is saved for each order in our database. The weight of the
package sent to her was 4.080 lbs.  We
looked at the weight of a complete unit sent out to another customer. The
weight of the complete unit was exactly the same, 4.080 lbs.
Again, there has to be a limit on how long after delivery a
company is expected to send out items free of charge. When it's been over two
months, and when the weight of the package sent out is correct, we are still willing to help the customer by offering to sell her the missing
parts at a substantial discount from the retail price.  The company
does not make any profit on this sale, but rather it just covers the cost of material and shipping.
We do not view this offer as terrible customer service. On the contrary, we
view it as very reasonable given the circumstances.  She is still welcome to take us up on this offer.

We provided information from our manufacturer showing the specific make up of the faucet and the customer does not except this explanation. While we have not changed our stance on the faucet being made of brass we have issued a full refund to the customer. Below is the information we provided to the customer.  See below.  Cu = Copper, Fe = Iron, Pb = Lead, Sn = Tin, Zn = Zinc.All numbers below are % for material within the alloy. C6802 = Cu: 57.0-64.0; Fe: = 0.7; Pb: = 0.1; Zn: REMC27000 = Cu: 63-68.5; Fe: 0.07; Pb: 0.09; Zn: REMC3604 = Cu: 57.0-61.0; Fe: = 0.5; Pb: 1.8-3.7; Sn: Fe+Sn= 1.2; Zn: REM   body: brass code C6802 ( lead free brass for die-cast / sand-cast )spout: brass code C27000 ( lead-free brass tube/pipe )handle: brass code C3604 (leaded brass, no contact with potable wate

I agree that the damage here was caused by a forklift. While outside of the 30 day window for reporting damage, we are certain this damage happened in transit. I will have a CSR contact this customer to arrange for the pickup of this tub and the delivery of a new tub. I am sorry for the...

inconvenience that was caused here. I hope that this will make the situation right. Bill G[redacted]Manager, Customer ServiceSignature Hardware