American Woodmark Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] For resolution on delay of replacement cabinets, the refund for the original home delivery fee ($250) is acceptable.Regarding the color variation of the cabinet boxes, I am willing to accept replacement boxes in attempt to correct the appearance I believe replacing some of the wall cabinets would make a large impact visually.I appreciate American Woodmark's willing to work with me to resolve these issues Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:As of hrs on 1/20/2016, I have not heard back from [redacted] or from my dealer [redacted] advised that they would be contacting the dealer's owner to seek a resolutionThe dealers owner previously informed me that the order was ordered correctly, contrary to what [redacted] saysI would like a representative of Waypount to contact me, as previously requested, to discuss the issue and find a resolutionMerely saying that they are going to contact the dealer does nothing for meI am rejecting their response for lack of a proper responseThank you, [redacted] Regards, [redacted]

We have reviewed our order history, interactions and documentation regarding Mr [redacted] ’s complaint Timberlake Regional Sales Manager Regina D R [redacted] had sent a response to Mr [redacted] ’s letter on February 17th explaining our warranty process and the need to inspect the kitchen project again before addressing further issues with this order We received a response dated February 20th refusing our offer to inspect the cabinets in question Mr [redacted] has made it clear that he expects full reimbursement without further opportunity for American Woodmark to resolve any valid warranty claims We certainly appreciate that this matter has been brought before the Revdex.com in an effort to change our position; however American Woodmark- Timberlake is unable to fulfill this request and will follow the process as previously communicated directly to Mr [redacted]

[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.] 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]

I've reviewed the recorded calls into our customer care center regarding this order We set an expectation that they would be a "close" matchThat's certainly not a hard and fast answer and leaves a lot up to the interpretation of "close" I would agree that they either match or they don't This is certainly easily resolved by sending the two doors as requested and we are sorry that our desire to enforce the difference between our two accounts was not overridden by simply sending the two doors and taking care of [redacted] request We are sending them out the week of 10/ No need to send the old ones back They may be discarded Steve B [redacted] for AWC

We apologize for the delay experienced with the replacement cabinets as they shipped from our facility in Jackson GA on May 20th and did not deliver until June 3rdAfter tracing back through our systems and external contacts we found these cabinets should have sourced from our facility in Arizona
or Indiana and been shipped through our established carrier network rather than the cross country route they took on an alternate carrier. This was an extensive delay for replacements. We would be willing to refund the original home delivery fee for the Joe’s order
Regarding the color concerns we have reviewed multiple pictures showing the cabinets installed in the *** home The variation appears to be between the door color and frames and possibly between cabinet frames across the kitchen. Other door styles in Maple Honey will be the same color as the doors shown in the photos and would not change the result With this concern being the color of the face frames any product resolution ideas would involve replacing cabinet boxes As *** *** has noted this is difficult due to the cabinets already being installed however should he choose to pursue this solution we would send our representative a factory color standard to identify cabinet boxes that could be replacedOur experienced representative will continue to work with the *** *** store where the product was purchased relative to these concerns

I had an absolutely horrible experience with American WoodmarkI had placed an order for a Kitchen through Home Depot for American Woodmark cabinets The cabinets we ordered were a shaker oak door with an espresso stain We waited weeks for our cabinets and when they did come they were not oak with an espresso stain but a Maple stained espresso which had a completely different look This may have been the mistake of homedepot but this was not the first issue that we had We decided to keep the cabinets because we had already gone months without a kitchen and at that point figured the only people to see the difference was us When we started opening the boxes a few of the doors were mis sizedThis only shows me that the company that packed the doors did not pay any attention because pair of doors were mis-sized We had to go through about rounds of re-ordering upper cabinets to finally get it right They sent the right door size but in a white shaker door instead of espresso timesThis was a horrible experience and the customer service at American Woodmark did not help at all with all of the inconveniencesNot only was our service horrible but the actual cabinets are not durable We have cracks in the panels the finish is not even across the door panels, this shows that the actual finish itself is not well done to begin withI work in the interior design field this was my own personal project and thank god not a clients because I couldn't imagine the loss and disappointment that would have been involved Not only did they not care when they kept messing up our order but their quality of cabinets is not worth the price they charge I would never use nor recommend this company again

We apologize for the delay experienced with the replacement cabinets as they shipped from our facility in Jackson GA on May 20th and did not deliver until June
3rdAfter tracing back through our systems and external contacts we found these cabinets should have sourced from our facility in Arizona or Indiana and been shipped through our established carrier network rather than the cross country route they took on an alternate carrier. This was an extensive delay for replacements. We would be willing to refund the original home delivery fee for the Joe’s order
Regarding the color concerns we have reviewed multiple pictures showing the cabinets installed in the *** home The variation appears to be between the door color and frames and possibly between cabinet frames across the kitchen. Other door styles in Maple Honey will be the same color as the doors shown in the photos and would not change the result With this concern being the color of the face frames any product resolution ideas would involve replacing cabinet boxes As *** *** has noted this is difficult due to the cabinets already being installed however should he choose to pursue this solution we would send our representative a factory color standard to identify cabinet boxes that could be replacedOur experienced representative will continue to work with the *** *** store where the product was purchased relative to these concerns

Thank you for forwarding us *** ***’s concernsWe have pulled records from our order fulfillment, communications and invoicing system that verifies that this order was shipped as ordered by the dealer on 10/and did not include APC-plywood construction or a charge for that upgradeAt this
time we are following up with the Owner of our *** Dealer to provide details as needed so they may properly resolve this complaintOur understanding is that the owner is away on travel and will not be available until after 1/Once we have had a meeting with the business owner we will provide and update for the Revdex.com and *** *** should also receive direct communication regarding a resolution from the responsible party

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.
For resolution on delay of replacement cabinets, the refund for the original home delivery fee ($250) is acceptableRegarding the color variation of the cabinet boxes, I am willing to accept replacement boxes in attempt to correct the appearance I believe replacing some of the wall cabinets would make a large impact visuallyI appreciate American Woodmark's willing to work with me to resolve these issues
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. For resolution on delay of replacement cabinets, the refund for the original home delivery fee ($250) is acceptable.Regarding the color variation of the cabinet boxes, I am willing to accept replacement boxes in attempt to correct the appearance.  I believe replacing some of the wall cabinets would make a large impact visually.I appreciate American Woodmark's willing to work with me to resolve these issues.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: From: [redacted], [redacted] A<[redacted].[redacted]>Date: Tue, Jun 16, 2015 at 10:25 AMSubject: Revdex.com Complaint ID [redacted]To: "[redacted]" <[redacted]> Ms [redacted]: I am rejecting the American Woodmark-Timberlake Company’s response to my Complaint ID [redacted]. Timberlake’s response is characteristically dishonest and irresponsible. http://www.[redacted]/timberlake/    http://www.[redacted]/ratings.html. They delivered inferior cabinetry installed JULY 2014. I immediately communicated defects to distributor - and Timberlake’s rep Eric M[redacted] viewed OCT 2014.  They had sufficient opportunities to resolve warranty claims but provided more defective doors as replacements and ignored defective drawers.  Mr C[redacted] SVP/GM did not respond to my two written complaints/photos and requests for $20,000 refund.  Sales manager Regina R[redacted] stated becoming aware of some of these issues for the first time in FEB 2015, seven months later(!) and needed to see the [redacted] again.  Her claim to have flown to Chicago in JAN 2015 and refused access to inspect is insincere and disingenuous – I received NO advance request and was out of town.  Further, her need “to inspect the kitchen project again” is redundant to the Timberlake rep’s previous visits and 25 photos I have already provided.  I am requesting a full refund.   Thank you for your assistance.  [redacted]Libertyville, IL  60048###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:As of 1900 hrs on 1/20/2016, I have not heard back from [redacted] or from my dealer. [redacted] advised that they would be contacting the dealer's owner to seek a resolution. The dealers owner previously informed me that the order was ordered correctly, contrary to what [redacted] says. I would like a representative of Waypount to contact me, as previously requested, to discuss the issue and find a resolution. Merely saying that they are going to contact the dealer does nothing for me. I am rejecting their response for lack of a proper response. Thank you,[redacted]
Regards,
[redacted]

We have reviewed our order history, interactions and documentation regarding Mr. [redacted]’s complaint.  Timberlake Regional Sales Manager Regina D R[redacted] had sent a response to Mr. [redacted]’s letter on February 17th explaining our warranty process and the need to inspect the kitchen project...

again before addressing further issues with this order.  We received a response dated February 20th refusing our offer to inspect the cabinets in question.  Mr. [redacted] has made it clear that he expects full reimbursement without further opportunity for American Woodmark to resolve any valid warranty claims..   We certainly appreciate that this matter has been brought before the Revdex.com in an effort to change our position; however American Woodmark- Timberlake is unable to fulfill this request and will follow the process as previously communicated directly to Mr. [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As of 1900 hrs on 1/20/2016, I have not heard back from [redacted] or from my dealer. [redacted] advised that they would be contacting the dealer's owner to seek a resolution. The dealers owner previously informed me that the order was ordered correctly, contrary to what [redacted] says. I would like a representative of Waypount to contact me, as previously requested, to discuss the issue and find a resolution. Merely saying that they are going to contact the dealer does nothing for me. I am rejecting their response for lack of a proper response. 
Thank you,
[redacted]
Regards,
[redacted]

We have reviewed our order history, interactions and documentation regarding Mr. [redacted]’s complaint.  Timberlake Regional Sales Manager Regina D R[redacted] had sent a response to Mr. [redacted]’s letter on...

February 17th explaining our warranty process and the need to inspect the kitchen project again before addressing further issues with this order.  We received a response dated February 20th refusing our offer to inspect the cabinets in question.  Mr. [redacted] has made it clear that he expects full reimbursement without further opportunity for American Woodmark to resolve any valid warranty claims..   We certainly appreciate that this matter has been brought before the Revdex.com in an effort to change our position; however American Woodmark- Timberlake is unable to fulfill this request and will follow the process as previously communicated directly to Mr. [redacted].

Thank you for passing this information on to us. We are looking at the direct communication history and would continue to work with the store and [redacted] for any further action.  I agree that a site visit would be the way to determine a solution.   In addition to our...

representative for The [redacted] we have experienced installers and technicians in the Houston Area that are part of our builder direct business that may also be of help here.  We will refer this back to our team in Houston and ask that they schedule a visit that works for all parties. We will communicate this directly and look for any updates on the Revdex.com site as well.  Thank youSteve B[redacted]Operations ManagerAmerican Woodmark[redacted]

[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.]
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]

I've reviewed the recorded calls into our customer care center regarding this order.  We set an expectation that they would be a "close" match. That's certainly not a hard and fast answer and leaves a lot up to the...

interpretation of "close"  I would agree that they either match or they don't.  This is certainly easily resolved by sending the two doors as requested and we are sorry that our desire to enforce the difference between our two accounts was not overridden by simply sending the two doors and taking care of [redacted] request.  We are sending them out the week of 10/13.  No need to send the old ones back.  They may be discarded.
Steve B[redacted] for AWC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
 
From: [redacted], [redacted] A<[redacted].[redacted]@[redacted]>Date: Tue, Jun 16, 2015 at 10:25 AMSubject: Revdex.com Complaint ID [redacted]To: "[redacted]" <[redacted]>
 
Ms [redacted]:
 
I am rejecting the American Woodmark-Timberlake Company’s response to my Complaint ID [redacted].
 
Timberlake’s response is characteristically dishonest and irresponsible. http://www.[redacted]/[redacted]/[redacted]/timberlake/    http://www.[redacted]/[redacted]/ratings.html. They delivered inferior cabinetry installed JULY 2014. I immediately communicated defects to distributor - and Timberlake’s rep Eric M[redacted] viewed OCT 2014.  They had sufficient opportunities to resolve warranty claims but provided more defective doors as replacements and ignored defective drawers.  Mr C[redacted] SVP/GM did not respond to my two written complaints/photos and requests for $20,000 refund.  Sales manager Regina R[redacted] stated becoming aware of some of these issues for the first time in FEB 2015, seven months later(!) and needed to see the [redacted] again.  Her claim to have flown to Chicago in JAN 2015 and refused access to inspect is insincere and disingenuous – I received NO advance request and was out of town.  Further, her need “to inspect the kitchen project again” is redundant to the Timberlake rep’s previous visits and 25 photos I have already provided.  I am requesting a full refund. 
 
 
Thank you for your assistance.
 
 
[redacted]
[redacted]
Libertyville, IL  60048
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