Cali Bamboo LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am writing you in regards to the above case numberThis matter has not been resolvedI received an email from The company's Cali Bamboo representative *** *** 9/20/stating I would be refunded my money within 3-business days! I have not received the refund amount to date 10/3/Please assist me in this matterThank you! (See below email thread) I just want to settle amicably and recover what was promised to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:
Cali Bamboo obviously employs switch tactics and provided inaccurate information regarding their notice not to open any additional boxes when I contacted them First off, the boxes were already opened as I informed them when I called to complain that the floor was a different color I informed them that I followed the instructions provided by them; Cali Bamboo When the shipment is received they direct that you remove the material from the boxes and stack it on a pallet that is also shipped to the purchaser in order for the bamboo to acclimate to the environment I had someone at the home waiting for the shipment When the flooring arrived they did as instructed by the company and removed all of the planks and placed them on the pallet provided by Cali Bamboo When I returned home is when I noticed the color of the flooring The flooring is a different color than what was demonstrated to me in the sam ple and photos The issue of color variation, as explained and detailed to me ,was specific to color variations among the planks of bamboo received In other words all the planks received in an order will not be the same color as there will be some variation They do not explain nor do they advise that the sample of flooring provided to the customer may not represent the actual color of floor received, If so, why send out floor (color) samples? The floor I received is a completely different, as shown in the photo I provided the company When I asked about this specifically they told me this was a new shipment and the color sometimes is different I advised them that they should wait for the new shipments to arrive and take samples of the actual flooring, instead of using older samples that do not reflect the actual color They did not respond.
Secondly, They did offer to take back the product as long as I put it all back in their original boxes and I pay them 25% of the cost of the product It is absurd to think that a customer would have to pay to return a product that was not as described by the retailer I did get angry at the retailer as they are very arrogant and insensitive and will not work with the customer Their attitude is definitely "tough luck" What I said to them was they did not even offer any incentive as a discount or try to work with the customer at all I did hot ask for a discount, although it would have shown some empathy, they obviously are a company that really does not careTherefore I did refuse their offer of returning their product and having to pay 25% for a restocking fee as well as for shipping for something that was bought under pretense The company should be embarrassed
Regards,
*** ***

Cali Bamboo is in contact with the consumer regarding this matter to assist with resolution of the flooring concerns Ms*** sharedThe e-mail correspondence relating to this case is belowI have also attached the pictures relating to this matter, for your referenceThis is currently an open
caseTo date, Cali Bamboo has provided the customer with (1) a Deluxe Maintenance repair kit, (2) offered to hire a third-party certified National Wood Flooring Association inspector to review the flooring concerns and (3) has offered to assist with product for repairsAs indicated, Cali Bamboo is in contact with Ms*** regarding this matter and aims to assist with resolution.
From: *** *** [mailto:***] Sent: Friday, September 16, 3:PMTo: '***' Subject: RE: Follow up to the concerns you shared
Hi ***,
It was a pleasure speaking with you yesterday! I’m glad to hear that you received the Deluxe Maintenance KitPer our conversation, I’ll follow up with you on MondayI look forward to assisting you!
Best,
*** *** Customer Experience Team Leader www.CaliBamboo.com Mesa Ridge Rd#San Diego CA Direct: *** * *** Lowe’s Support & Fax: ***
From: *** [mailto:***] Sent: Wednesday, September 07, 6:PMTo: *** *** Subject: Re: Follow up to the concerns you shared
Hi ***,
This is my correct address Thank you for calling and taking the time to listen to my concerns! I will be sure to contact you after I use the kit. Sent from my iPhone
On Sep 7, 2016, at 20:41, *** *** wrote:
Hi ***,
It was a pleasure speak with you today! I greatly appreciate you taking the time to review your concerns with me so I may address accordinglyI sincerely apologize for the negative experience you had when seeking assistance from Cali BambooCali Bamboo strives to ensure the customer experience is wonderfulAs we were able to discuss, I would be happy to provide you with a Deluxe Maintenance Kit to assistI have input the order to the following locationCan you please confirm this is the accurate address when you have moment?
***
*** *** ***
*** ** ***
Per our conversation, I would like to remain your point of contact moving forwardPlease don’t hesitate to contact me if you have any questions or would like to schedule an appointment to discuss any further information in detailI hope you have a wonderful evening!
Best,
*** *** Customer Experience Team Leader www.CaliBamboo.com Mesa Ridge Rd#San Diego CA Direct: *** * *** Lowe’s Support & Fax: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Just by the fact that the inspector placing instrument on the floor can create a scratch/dent means there is something wrong with the floors I got, and if you don't accept the inspectors conclusion what was the point of having a professional coming out? I have an email stating that if the inspector finds something wrong with the floor I will be reimbursed for the reportI did get a refund on the floor, but I'm looking for payment for the report, ripping out the floor, and installing the floor as well
All your responses do NOT respond to what I'm requesting
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I accept the offer to refund of the purchase price for the nosings CaliBamboo is still looking into what can be done regarding the treads.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am writing you in regards to the above case numberThis matter has not been resolvedI received an email from The company's Cali Bamboo representative *** *** 9/20/stating I would be refunded my money within 3-business days! I have not received the refund amount to date 10/3/Please assist me in this matterThank you! (See below email thread) I just want to settle amicably and recover what was promised to me.
Regards,
*** ***

Dear Ms***,I hope this message finds you wellWe appreciate you reaching out and alerting us to your concernsYou shared that your floor is experiencing buckling, finish streaking and have requested a full refund on your order. We take these matters seriously and would deeply value the
opportunity to work with you directly toward resolutionI was unable to locate your account based on the information submitted, in order to verify that an official support case was opened with one of our Customer Experience Specialists.One of our department supervisors will be contacting you at the phone number provided within (1) business day from 3/22/so we may fully hear your concerns and gather the appropriate information to begin assisting you with your resolution request. Thank you again for the opportunity to assist with your concerns. Sincerely,*** ***

I want to follow up with the response that we have provided the to the customer (attached)Cali Bamboo has offered a resolution of a refund for the stair treads as a gesture of goodwill

The ordering and paying went just fine….the delivery has been by far the most aggravating delivery I have EVER dealt withI was asked by the driver if there was anyone to help him?? Then he tells me his truck is no good and the brakes are bad so he can't come down my streetTwo hours later and ten phone calls later, the product is being unloaded and the driver wants me to accept any product that may be damaged due to crushed corners on the boxes ? Is it my responsibility to provide additional needed manpower, and a better operating truck, or damaged product ? Trucks much larger, with greater amounts of cargo come down my street dailyI have spent 1/hours dealing with the problems of this delivery serviceFinally two men working in the area helped him to bring his truck in front of my houseI sure hope this is the biggest problem I will face getting a new floor !

I hope this message finds you well! I want to follow up with you regarding the case in which
a complaint was filed against Cali Bamboo on 7/19/Please note the Cali Bamboo was unable to reach the customer to gather further information to assist prior to 8/1/However, as of 8/1, we have been in contact with Mr*** *** regarding the product related concerns he sharedWe are currently investigating the matter so we can assist the customer with prompt resolution.
I wanted to provide you with this information for the time being and will follow up with you shortly, regarding the outcome of this matter as we aim to assist this customer in timely and amicable manner

I purchased over SQ of bamDeck to redo my deck and build a screened porch
While the purchasing experience was very good, the claim that BamDeck is nearly twice the density, strength and durability of any other decking in the industry is untrue
Anytime anything is moved across the deck, surface scuffs and scratches appear
I purchased bamboo due to the claims of density and durability I've built several decks in the past using Trex and never had a problem with surface scuffs and scratches
When I contacted Cali, I was told to use Olympic Premium Deck Brightener or a product that contains oxalic or phosphoric acid to remove the scuffs and scratches I spent most of a weekend day cleaning my three month old maintenance free deck and the product didn’t improve the appearance at all
Their next suggestion was to SAND my three month old maintenance free deck! I told them that I was absolutely not going to do that I subsequently was asked to send a sample of my decking so they could assess it
Their response, ‘ The markings depicted in your photos are the result of chair legs abrading the surface of the deckWhile Cali Bamboo BamDeck is nearly twice the density, strength and durability of any other decking in the industry, no deck is 100% impervious to natural or man-made damageDue to wear and tear, BamDeck can be susceptible scuffs when heavy objects are pushed or pulled over it
Fortunately, these marks will not affect the structural integrity of your product, and are relatively simple to remedyOne method for dealing with scratches is to let the elements take their toll and scratch will fade awayScuffs and abrasions will naturally fade or disappear after - weeks of weatheringAs previously discussed, this process can be accelerated with a product containing oxalic or phosphoric acid, also known as Deck Brightener’
I have a patio set that has sling chairs….they are not heavy Also 2/of my decking is in an enclosed screened porch so it’s really not going to weather I am extremely disappointed with the customer service I received after the sale as well as the poor quality of the BamDeck product

Good Morning,Thank you for your reply regarding complaint ID ***Cali Bamboo’s order processing policy states all orders cancelled after being shipped will be treated as a “return” and will be assessed a 25% non-negotiable restocking fee plus any associated freight charges (https://www.calibamboo.com/support/#policies)Additionally, Cali Bamboo’s delivery guidelines specify “If your merchandise is damaged, you must keep the outer carton(s) for inspection and/or carrier piWe assist with replacements only with exchange on damaged items.” A photo of the shipment’s condition, provided by the *** terminal, is attachedAs a gesture of good faith, Cali Bamboo will waive the return freight charges and reduce our restocking fee to 20% for this returnAlternatively, Cali Bamboo offers a full reshipment of the order, to be received in good condition, at no additional cost. Please feel free to contact us directly if you would like to move forward with either of these optionsWe appreciate the opportunity to assist you!Sincerely,*** ***Customer Experience Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved The business stated that they would keep working with me in resolving this issue and keep my case open until I am satisfied I just received my kit and will be using it on the scratches and chips if it does not work, I will be taking the next step and using the 3rd party inspector come out and check the flooring out.
Regards,
*** ***

Cali Bamboo, LLC
*** *** *** ** ***
*** *** ** ***
*** *** ***
Ms*** ***
Revdex.com of San Diego
*** *** *** ***
*** *** ** ***
Re: Complaint ID ***
*** ***
Dear Ms***:
Many of the consumer’s concerns have already been addressed in Cali Bamboo’s initial response to complaint ID ***Cali Bamboo maintains that the color variance of the flooring received by the consumer is within the industry’s standards and represents what Cali Bamboo advertisesHowever, as a gesture of goodwill, Cali Bamboo is willing to offer a 20% discount to the consumer for his flooring orderWe understand that the consumer did not ask for a discount; however, in the initial complaint he said he would “entertain a good discount on the material” and also mentioned this in a voicemail to Cali Bamboo prior to this complaint being filedWe hope this offered discount is satisfactory to the consumerShould the consumer feel that the discount offered above is not acceptable, Cali Bamboo still stands behind our offer to authorize a return of the opened boxes of flooringWe understand based on our conversations with the consumer and his subsequent complaints that should he return the flooring he does not feel he should have to repackage the flooring in boxesUnfortunately, due to liability concerns, Cali Bamboo and its affiliated carriers are unable to enter the consumer’s home to repackage the flooring nor are any shipping carriers able to pick up a shipment of loose planksHowever, we would be willing to waive our 25% restocking fee if the consumer pays for the return shipping and is able to substantiate the flooring is in resale condition and has not been installed or damagedWe are very sorry that the consumer feels we have not been willing to work with him and that we have given him the impression that our attitude is “tough luck.” That is certainly not Cali Bamboo’s intention and we hope that the concessions offered above are able to provide the consumer with the resolution he is seekingYour assistance in resolving this dispute is greatly appreciatedSincerely,
*** *** *** *** ***
CALI BAMBOO, LLC

Cali Bamboo, LLC
","serif"">Mesa Ridge Rd Suite
San
Diego, CA
May 11,
Ms[redacted]
Revdex.com of San Diego
[redacted]
Re: Complaint
ID [redacted]
This
letter, together with the enclosed documents, demonstrates comprehensive
efforts made by Cali Bamboo to resolve this matter directly with the consumer,
and forms our company's response to the above complaint
This
dispute relates to Cali Bamboo sales order number [redacted] for Java Wide Click
Fossilized Bamboo Flooring, which was placed by [redacted] (the
installer) on March 24, 2014. On April 6,
Mr[redacted] emailed his sales representative at Cali Bamboo with concerns
about his installed flooring. Cali
Bamboo requested photos and advised a customer service representative would
review the photos and respond.
Mr
[redacted] sent photos to Cali Bamboo on April 7, 2014. The photos revealed an occurrence that the
National Wood Flooring Association (NWFA) defines as cupping and buckling. On April 8, 2015, Cali Bamboo called Mr
[redacted] to review his concerns and obtain information regarding the
installationMr[redacted] confirmed the following information:
·
Prior to installation, the
flooring was left in garage for a week, then brought inside and left in closed
boxes until installation began
·
Expansion space was not provided between
kitchen floor and bamboo floor
·
An expansion gap of ¼" was
provided around perimeter of install
·
The concrete subfloor was not
tested for moisture prior to installation
·
The recommended moisture control
system (Titebond 531+ Moisture Control) was not applied
Cali
Bamboo's technical team reviewed the information and photos provided by Mr
[redacted] and determined that Cali Bamboo's installation guidelines were not followed
in the aspects noted above. Cali Bamboo's
technical team determined that these factors contributed to the condition of
Mr[redacted]' floor
Cali
Bamboo contacted Mr[redacted] on April 13th, to review his
claim. Mr[redacted]'s request was for Cali
Bamboo to provide compensation for sqft of flooring as he believed his
claim fell under Cali Bamboo's warranty.
Cali Bamboo's residential warranty states, "Warranty only applies
as long as you follow all the preventive
instructions as prescribed in the installation guides."
According
to the NWFA and as noted in Cali Bamboo's installation guidelines, many of the
aspects of Mr[redacted]'s installation are directly related to the expansion and
cupping taking place
·
Prior to installation, the
flooring was left in garage for a week, then brought inside and left in closed
boxes until installation began
o
Cali
Bamboo's installation guidelines state:
§
"Remove the flooring from boxes and cross
stack planks at least 4" off the subfloor with even spacing between planks to
allow for complete and even air-circulation around the flooring"
§
"Not properly acclimating wood flooring may
cause excessive expansion, shrinkage, dimensional distortion or structural
damage.
Acclimation is the responsibility of the installer/homeowner."
§
"Do not store flooring
under
conditions that don't reflect the home environmentGarages, and
exterior patios, for example, are not acceptable areas to store wood flooring
during acclimation."
·
Mr[redacted] did not leave
expansion space between kitchen floor and bamboo floor
o
Cali
Bamboo's installation guidelines state, "NEVER
install flooring against any vertical or fixed object such as fireplace,
columns, islands, door jambs, floor outlets, etcFailure to follow this
guideline may result in tenting, separation or buckled floors
"
·
Mr[redacted] left only ¼" expansion
around perimeter of install
o
Cali
Bamboo's installation guidelines state, "Since
bamboo expands with any increase in moisture content, we recommend leaving at
least 1/2" expansion space between flooring and all walls and vertical objects,
such as walls, cabinets, pipes, etc."
·
The concrete subfloor was not
tested for moisture prior to installation
o
Cali
Bamboo's Installation Guidelines state, "Concrete
subfloors must be tested for moisture vapor pressure in more than one place for
consistent readingsIf test results show moisture vapor exceeds the minimum
requirements below, do not install the floor without an impermeable vapor
rder with a perm rating of less than designed to permanently block this
moisture."
·
The recommended moisture control
system (Titebond 531+ Moisture Control) was not applied
o
Cali
Bamboo's Installation Guidelines state:
§
"For on-grade and below grade
applications, adding a vapor rder is always recommendedInstall an
impermeable moisture barrier/vapor rder systems with a perm rating less
than or equal to Titebond® 531+ Moisture Control System should be used
for all concrete applications."
§
"Controlling
flooring moisture content is important for successBamboo, like all hardwood
flooring species, is hygroscopic; its size and shape changes naturally with the
absorption or release of moistureThe amount of movement varies depending on
the preventative steps taken at the time of installation (i.eacclimation,
moisture barrier application, etc.) and the stability of the home environment
thereafterCare should be taken to control fluctuating levels of moisture
indoors, and to maintain humidity levels within the recommended 40-60% relative
humidity range."
Please also
see the attached document "NWFA Technical
Publication NoC2nd Edition" for more information as to how
these factors play a role in the condition of Mr[redacted]'s floor. The causes of buckling are identified on page
six and the causes of cupping are identified on page seven.
Due to
the fact that the flooring concerns are not product-related, Cali Bamboo was
unable to honor Mr[redacted]'s warranty claim for the full replacement of sq
ft of flooring However, as a gesture of
good will, Cali Bamboo offered Mr[redacted] a few boxes of replacement flooring
at no cost to assist with repairsMr[redacted] expressed his dissatisfaction
with this outcome, at which point Cali Bamboo recommended that Mr[redacted]
contact the NWFA at his cost to seek a professional, unbiased opinion Cali Bamboo advised that if an NWFA inspection
revealed manufacturing-related issues, Cali Bamboo would absorb responsibility
for resolving the matter, and reimburse Mr[redacted] for the cost of the
inspection
On April
24, Mr[redacted] called Cali Bamboo to request boxes of flooring as only
sq ft was needed to cover repairs At this time, Cali Bamboo again encouraged Mr
[redacted] to hire an NWFA inspector and reiterated that if the report ruled his
concerns were manufacturing related, Cali Bamboo would reimburse the inspection
fee and assist Mr[redacted] with replacements.
Otherwise, Cali Bamboo would be unable to absorb responsibility for an
installation-related issue
The
purpose of an NWFA inspection is to ensure that the matter is addressed and
corrected appropriately, regardless of fault / the resolutionIt is in the
customer's best interest to seek a flooring inspection from the National Wood
Flooring Association (NWFA)An inspection report will reveal whether the
buckling occurrence relates to a shortcoming in maintenance, installation, or
manufacturing – which in return will point the customer in the right direction
in reaching a resolution/making repairs
As a
concession, Cali Bamboo would be happy to commission an NWFA inspection for Mr
[redacted] at no cost to the customer. If
the NWFA inspection report concludes the buckling and cupping to be related to
product defect, Cali Bamboo will agree to Mr[redacted]'s desired settlement of
flooring replacement. If the NWFA report
concludes the buckling and cupping is related to improper installation, Cali
Bamboo will not be responsible for replacing any portion of Mr[redacted]'s
flooring.
We have
extended this offer to the consumer in addition to this statement and hope this
will assist in the next steps.
Sincerely,
[redacted]
Customer
Service Supervisor
CALI BAMBOO, LLC
Enclosed:
1.
Cali
Bamboo Installation Guidelines
2.
Cali
Bamboo Residential Flooring Warranty
3.
NWFA
Technical Publication NoC2nd Edition

Good evening,   I hope this message finds you well. Cali Bamboo received approval to proceed by assisting with the cost of the National Wood Flooring Association (NWFA) inspection for Ms. [redacted]. Inspector [redacted] was hired to assist; however, due to the lack of response from the...

inspector we shared that we would no longer like to proceed with his assistance. We have since hired a new inspector to go to the home location of Ms. [redacted] to identify the root-cause of the flooring matter. We have requested that the inspector contact Ms. [redacted] as soon as possible to schedule the inspection and expect that she will be contacted by tomorrow, 10/27/2017, for the scheduling of the inspection. Thereafter, once the inspection is complete and the report is shared with all parties, we plan to review and assist with resolution. We sincerely apologize for any delay throughout this process.   Please don’t hesitate to contact me if you have any questions or would like to schedule an appointment to discuss this information in further detail. I hope you have a wonderful evening and we look forward to prompt resolution of this matter!

Hello, Thank you for bringing this customer's experience to our attention! We take these matters very seriously, and pride ourselves in our excellent service, which obviously fell short here. We have reached out to the customer to schedule a time to talk so we may hear his feedback and further...

assist him with any questions or needs he has.   Thank you

Dear Ms. [redacted],I sincerely apologize for the inconvenience and any delay that took place with the scheduling of the independent, third-party inspection. I understand the National Wood Flooring Association (NWFA) inspection took place on 11/11/2017 at 9:00am. Once the report is complete, the inspector will provide the report to all parties, identifying the root-cause of the issue. I have asked the inspector to provide the report to us as soon as possible as we want to assist with next steps and prompt resolution. Please do not hesitate to contact me if you have any questions. I really look forward to assisting you!

Good Afternoon, Thank you for taking time to provide us feedback regarding your concerns. You shared that your floor is experiencing gapping and buckling. We take these matters seriously and value the opportunity to work with you directly toward resolution. The below information outlines the...

information regarding what Cali Bamboo has done to date to assist. The floor was purchased on 10/14/2017 at Lowe’s 2570. The gapping concern was first reported to Cali Bamboo on 12/14/18 by [redacted] 2570. Cali Bamboo communicated directly with Lowe’s Service Manager, [redacted], and homeowners, [redacted] and [redacted], to troubleshoot the concern. Per the National Wood Flooring Association (NWFA), “Nearly every wood floor will have some seasonal separation between the individual boards – gaps – throughout the floor during the fall and winter months. When the air in the building is heated, the relative humidity levels drop. When this happens, the wood loses moisture as it equilibrates to the drier conditions and boards begin to shrink. As a result, gaps begin to appear between boards. This is a normal phenomenon and is directly related to the reduction of moisture in the surrounding air.” On 1/23/18, Cali Bamboo extended two resolution options to the homeowners. First, Cali Bamboo offered to troubleshoot and supply extra boxes and transition pieces at no cost for repairs, as a gesture of goodwill. As an alternative, Cali Bamboo provided the steps of our product warranty claims process, which requires a third-party NWFA inspection to provide an unbiased assessment of the flooring issues. Please note that Cali Bamboo’s 50-year residential warranty, when applicable, is limited to providing product for repair or replacement of deficient flooring. On 2/13/18, Lowe’s commissioned a third-party NWFA inspection. NWFA inspector [redacted] report concluded, “Based on inspection and industry standards, cause of gapping concern is installation and environmental/site related. Cause of crackling is consistent with environmental/site related issues. No manufacturing defects were found.” No mention of a buckling concern was included in the report. In conclusion, because the inspection report cites the concern is not related to a manufacturing defect, Cali Bamboo is unable to enact our product warranty to assist. Further, Cali Bamboo’s 50-year residential warranty does not cover cost of labor. Please feel welcome to contact us if you have any questions or would like to discuss this matter in further detail. We appreciate your attention to this 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 proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below[redacted], am inspector, called me 2 days ago, said would get back to me, have not heard back. tomorrow 10/31/17 was an available date I gave him that I would be home for him to assess the floors, I’ve had no further response. 
Regards,
[redacted]