Cambridge Landscape Contractors Inc.

*** ** *** Co., L.P.A.*** *** ***
*** *** * *** * ***
*** * *** *** E-MAIL ***@je***.com VIA EMAIL ***.Revdex.com.org *** *** ADR Manager, Revdex.com RE: My Client: Direct Import Home Decor, Inc. Consumer: *** ** *** Complaint #: ***Dear Ms***: Please allow this to serve as follresponse to the complaint filed by *** *** on February 6, Everything in DIH's responses thus far is incorporated hereinFirst, there was no representation ever made to the ***s that they could get a choice of colors for each cabinet styleDirect Import Home Decor, Inc./Cabinet & Granite Direct ("DIH") has never offered different colors options for each style of cabinetEach style of cabinet is available in one and only one colorOriginally the ***s selected the Soho style cabinets which only come in an espresso colorThe ***s then changed their minds and decided upon the Sonoma style cabinets which only come in a cherry wood colorIn the initial complaint, Mr*** asserts that he and his wife told the DIH salesperson they wanted the Sonoma style cabinets in the espresso colorThis could not have been expressly told to the DIH's salespersonFirst, as stated above, DIH has always sold only several styles of cabinets and each style only comes in one colorThis could not be a misunderstanding on the part of the salespersonAdditionally, the salesperson would not agree to such a request if such request was made as the customer would immediately take issue if the wrong color cabinets assembled by DIH were deliveredThat does not benefit DIH or the customerDIH has been in business for years and would never conceal such a matter from a customerAnyone shopping for cabinets, whether at big box store or a specialty store, will ask the colors or shades in which each cabinet is availableIf someone sees a cherry cabinet, they will ask what other shadesThere was no espresso colored Sonoma style cabinet in the showroom as such a cabinet does not existThe ***s admit that they did not ask if the Sonoma cabinet came in an espresso color after seeing it in the showroom in the cherry wood colorIt does not add up that they told the salesperson that they wanted the Sonoma cabinet in espresso cabinet and that the salesperson did not tell them it only came in cherry wood colorIt is also a stretch to argue that there should be signs posted that each style of cabinet comes in only one colorAgain, big box store cabinets on display show one colorOn the off chance more colors are available at such a store for a specific style would either be indicated that more colors were availableNever has the undersigned seen a sign saying "cabinet only available in color." In short, the ***s recitation of the transaction at the store does not make any sense. Once the cabinets were delivered to Mr***, he began installing them and cutting holes into the cabinets for plumbingThese cabinets could not be returned after the holes were put in them as they cannot be sold to anyoneAlso, the assembled cabinets have a restocking feeThe customer is made aware of this and it is on the receiptAt some point as Mr*** was installing the cabinets, his wife came borne and realized the cabinets were a different color than what she liked or wantedMr*** is color blind and asserts that he did see the color difference from a red cherry type color to a dark espresso colorAs you are aware, the time to refuse acceptance is at deliveryWhen the cabinets were delivered to Mr***, he signed off on the acceptance of the cabinetsAt the point of acceptance, the cabinets became the ***s. DIH explained the return policy to the ***s and even offered the ***s concessions beyond the stated return policyThe ***s refused to accept any resolution and then disputed the charge on their credit cardAs you also know, credit card companies, if they find any dispute credible, will side on behalf of their cardholder and reverse the chargeIn this case, the credit card company did not reverse the charge. Also, after Mr*** refused to accept any reasonable offer from DIH, Mr*** told the Operations Manager at DM that he was just going to bring back the cabinetsThe Operations Manager made it clear to Mr*** that he could not just bring back the cabinetsIf any store refuses a return to an individual, that individual just cannot drop a product back off at the store and abandon it there as if it would justify a return of chargesIf one is properly refused the return of a television at an electronic's store for instance, such individual cannot just bring the television back to the store and leave it thereYet, Mr***, without any authorization, came back with the cabinets, found a back door that was near the store's back loading dock, and entered into an unauthorized area not open to the public and dumped the cabinets, even putting them on top of other products and damaging those productsPhotographs of the now useless cabinets are attached hereto. DIH strives to maintain customer satisfactionHowever, in this matter, DIH remains at its original resolution offer to the ***s as it has not responsible for what occurredYet DIH still made an offer above and beyond its stated return policy to the ***s which offer was refusedThank you for your attention and consideration in this matterPlease do not hesitate to contact me if you require any additional information. Very Truly Yours *** ***

From: Stephanie W*** Date: Tue, Feb 16, at 12:PMSubject: Re: *** complaintTo: *** *** Cc: *** *** This is my response to the *** complaint:We sold assembled cabinets to the ***s
They signed off on everything pertaining to the color/style they ordered, paid for, and received via our delivery truckThey signed off on the delivery paperwork and Mr*** began installing the assembled cabinets inside the homeDuring this time, Mrs*** came home and told him they were the "wrong color" cabinetsHe said he did not realize this since he is color blindAt this point, they placed the blame on us citing confusion on the different names/colors/styles of our cabinetsEach color of our cabinets only comes in one styleYou can not mix and match colors and stylesWe offered to allow them to return the assembled cabinets that had not yet been cut for installation purposes with a 35% restocking fee per cabinetWe stressed that we would not take back any cabinets that had been cut/modified for installation because we cannot resell them in that conditionWe offered a different style/color of cabinets at a discounted rate, and they refused the offerMr*** told me many times that we should replace his cabinets free of charge and if we did not agree to do so, he would simply drop all of the cabinets at our storeI explained to him again the restocking fees and our refusal to accept any returns of cabinets with holes in themIgnoring my request, Mr*** and another man showed up at our back door, adjacent to our loading docks (this area is unauthorized to anyone except for employees) and they simply put the cabinets inside the building without authorizationThey were not accompanied by one of our employees, nor did they stop in at the front desk before entering our buildingI was able to confront them before they left due to the quick thinking of a plumber that I had working in my warehouse that dayHe alerted me to the "strangers" that had entered the building through the back door. I had to pay one of my people to dispose of the cabinets with holes. The ***s contested their credit card payment, and when I disputed, I won.I have attached pics of the cabinets he dropped on my dock and I have also included the letter I sent to the credit card company

Business responded See attached.Business response also copied and pasted below by Revdex.com staff 1/7/16.*** ** *** CoLPA. ATTORNEYS AT LAW *** ** *** *** *** *** *** *** *** * *** *** *** * *** *** E-MAIL: ***@*** VIA EMAIL ***@cleveland.Revdex.com.org *** *** Dispute Resolution Specialist, Revdex.com RE: My Client: Direct Import Home Decor, IncConsumer: *** *** Complaint #: *** Dear Ms***: January 6, 2016 Please allow this serve as a brief response to *** ***'s and *** ***'s January 6, responses to my January 5, letter pointing out how the ***s' flooding is not attributable to Direct Import Home Decor, Inc(***)Ms*** is the ***s' daughterIt is a shame that this matter has come to this point but *** must steadfastly deny any responsibility for the flooding. The homeowners' January 6, response infers that there was much more water in the sink that flooded onto the floor and caused the ***s damagesIt states, regarding the photographs attached to my letter, that "the baking sheets in the photo were not inside the sink when it collapsed just because there is a photo of them doesn't mean that was what was insideThat was never told to anyone." The picture, provided to *** by the ***s' insurance company, is labeled by their insurance company as "dishes in sink at the time of failure." I have again attached it to this letterThe letter from the insurer confirms there was little water in the sinkApparently this was in fact told to the insurance adjusterFurthermore, the ***'s Revdex.com response asked that the three Google reviews on *** be checked out which I did look at todayOne of the three reviews was posted by *** ***It states: "STAY AWAY! My parents purchased kitchen cabinets, granite countertops & a sink from them back on 7/27/They installed the countertops & sinks shortly thereafter (not sure exact installation date)My mom soaked a cookie sheet in her sink overnightShe woke up on 10/8/to a flooded kitchenThe sink had dropped because of their faulty installationThey did not use clips on the sink, only an epoxyThe fixed the sink but refuse to take responsibility for my year old pergo floor that is ruinedhad to have a restoration company come out and dry out the floor & extract the water as well as file a claim with my homeowners insurance carrier for the damagesThey will not return phone calls, they spoke with the insurance carrier one time and advised them that the sink fell due to customer neglectNow they will not accept the insurance carrier calls nor return any phone calls or correspondencesFiled a claim with the Revdex.com and they continue to state that this is customer neglect even though we have the proof with photos & the installation manual showing clips needed to be installed on every side of the sink." *** *** January 6, 2016 Page Two The review posted by Ms*** on Google is copied and pasted above verbatim with only the bold added confirming that the ***s stated that they only had a cookie sheet soaking in the sinkThis again leads to the conclusion that there was nothing in the sink that could flood the ***s' kitchenIf there was next to no water in the sink, where did all the water come from to cause the flooding? Additionally, the ***s' previous argument that the sink's slight detachment caused the water lines to flood the kitchen fails as, again, the water lines are not attached to the sink and are completely independent of the sinkThe ***s do not mention the water lines causing the flooding in their latest reply as that argument is impossible to supportAlso, the sink did not collapse or fall in as the ***s allegeIt separated by less than in inch in only one area where it was attached to the counterIt did not fall into the cabinet but remained attached to the counterSimply stated, the slight sink separation could not cause the flooding. Finally, the ***s argue that the installation manual specifically states that "all sides of the sink MUST include brackets." The installation manual does not state that brackets must be usedIt does, however, state that the installer will determine the attachment method*** stands by its position, as is held in the industry, that mounting brackets are not required and, in many instances, impossible to use in an installationIn this installation, the brackets provided by the manufacturer could not be used as there was no room for them to be mountedThe ***s now concede that there was no room for the brackets but this lack of space was caused by *** cutting the granite wrongThis new accusation does not warrant a response as, if there was an issue with the cut, it would have been raised earlier by the ***sEither way, the industry provides that the brackets are not requiredWhen *** went to fix the separation in October 2015, it did not use the brackets as they are not necessary. Again, it is a shame that all of this back and forth is taking placeIf *** could logically conclude that its actions caused the flooding, it would take care of this issueIt is overwhelmingly clear that *** is not responsible for the flooding and it must stand by its positionThe ***s' Revdex.com complaint is not supported and *** respectfully requests that the complaint be closed. Very Truly Yours, *** ***, Esq. JP/mk Enclosure

Consumer responded. So it appears this matter is resolved and can be closed? Wonderful! What a relief! Thanks for all your help!!

We are sorry that there are sometimes delays in construction projects. There are many reasons why some take longer and some don't, and that can affect the schedule. All we can do is communicate when a date or time changes with the schedule and accommodate at the earliest convenience. Regarding...

the sink: the order and drawing, which all customers look over and confirm, had the sink listed on it. At the time of install the customer expressed ordering a different kind of sink. While it's possible they expected a different sink, the paperwork/order was clear on the type of sink they would be receiving. While I didn't accept responsibility for the sink issue, I credited the sink and the undermount sink cutout charge for the customer (no charge on these) as a courtesy to help with the issues that had upset them so much. The amount of money for those items were refunded to the customer's credit card. The job is complete and I believe we handled the situation to the best of our ability.

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.
Dear Ms. [redacted]: In reference to the reply from Direct Import Home Decor Inc. In stating that their was no representation that the cabinets can be offered in different colors, while true there was No representation who stated that they could not be either. In failing to clarify the cabinets only are offered as shown, the sales department personnel failed to tell either my wife or myself that the cabinets displayed only come in the colors specified. We intended to purchase Espresso color cabinets and were very clear of this fact to our sales person, unfortunately, are sales personnel failed to tellus this fact at the time of the signing or switching from one cabinet style to another. Specifically, she left on the word Espresso and only changed the cabinet style during this transaction. If at this time, she would have told us of this, which as stated in previous correspondence is a step for clarification that all representative at Direct Home Decor are required or trained to do this situation would have never arisen. The sales persons lack of communication and the fact that the word "espresso" in front of the original name of the cabinet was utilized during the sale would lead the consumer to believe that the cabinet style specification and the color clarification on the document itself are required to fulfill the order. The omittance of the Espresso in front of the cabinet style on the typed up sales clarifies the step that the sales person failed to perform. The difference between the two documents is the crux of the problem. Why on the original document was the word espresso utilized if this company doesn't offer color options. The inclusion of the color clarifies our position, and the colors omittance on the second sales receipt validates the problem. The consumer in this case is not aware of the policy and the sales person in this case failed to expressly clarify the change in cabinet style effectively chages the color. As they stated, the sales person can't agree to this but if she fails to clarify or Omits the change effects the color specified, this in itself is subversive in making sure she attains the purchase from the public. If the cabinets were returned upon delivery, we would have still by their own policy be required to pay a re-stocking fee that covers most or all of the customers cost of the cabinets.  So when they state that this doesn't benefit DIH, although true it doesn't hurt them either, they still haven't lost a cent in the total cost to the company.    Unfortunately, I'm color difficient, otherwise I would have rejected the cabinets at the time of delivery and by their own account had to pay a restocking fee. This business is well aware of the impact of this to their sales dollars in the fact that their re-stocking fees themselves are exhorbantly high and by themselves keep the company out of any financial risk in circumstances where they have made errors internally by the omittance or clarification.  Additionally, seems somewhat humorous that the store mentioned that if the cabinets came in differrent colors they would install a sign stating that, but since their cabinets only come in one color as they have claimed no signs are necessary. Clarification for colors if available but NO clarification on their primary sales.  In so far as me dropping off the cabinets, at the time, no acceptable concessions were communicated, and the hostility of both the Supervisor and the resident manager led me to believe that we were not going to work this out without myself burdeneing the financial "costs" associated with the "actual built costs" of the cabinets. The "thirty day" window of opportunity as stated in their documentation would have made me liable for the total purchase costs even though we were in communication during this time frame.  Additionally, the boxes were not placed on anything other than a concrete floor, we took pictures of the boxes as they were delivered to the back dock to make sure  DIH attempted to make a "claim". SO again DIH has perpetrated a "Lie" and clearly does not have the integrity necessary to properly perform business.  
Regards,
[redacted]

HelloThis customer called me to tell me their sink fell down. I sent a crew to the house to re-attach the sink. After that was completed, the customer called me to tell me they don't think we re-attached the sink properly. What we did to attach the sink is what we always do. It is a normal...

procedure. During the same call, I was told that when the original sink fell, it caused water to go all over their floor and in turn caused their floor to buckle, requiring them to replace their floor.  They told me this occurred because they filled the sink to capacity to soak some pots and pans, and then went into another room. Sometime later, they heard a crash and upon returning to the kitchen, noticed the sink had fallen and there was water all over the floor. The sink was installed by us along with the countertops 3 years ago. These sinks don't just fall down, as they are professionally installed. It is my assumption that the water actually overflowed for some time, and the overflowing water got between the sink and the countertop, which loosened the glue and caused the sink to fall. I also believe this same issue is what caused the floor to buckle. I did not hear about the floor replacement issue or anything about any water being found on the floor until after we went to the house to reattach the sink to the granite countertop free of charge. I normally charge customers to do that. Especially after 3 years. This situation was caused by customer neglect. Had I known what caused the sink to fall in the first place, I would have charged them to go there to re-attach it. Thank youStephanie W[redacted]

Business sent the following update:Sorry, my accounting dept. just told me that we actually did give a refund to [redacted] yesterday, 1/4. So she will have to get with the cc company to remove the dispute because now we are out double the amount. I will also contact the cc company. -- Thank you! Stephanie W[redacted]Operations Manager

We allowed the customer to refuse delivery because she was not happy with the condition of the product. She onlyl had our drived open 4 of the cabinets, and just assumed the rest of the cabinets in the truck were of a similar condition. I spoke to the customer and told her I would have the cabinets...

unwrapped here once they returned and we would inspect them internally with upper management to see what the issues are. After inspection, we found that the condition of these new, assembled cabinets is the same as all of our cabinets. They are not damaged and they operate properly. We asked the customer to please come to our warehouse and show us exactly what it is that she did not like about the cabinets. She said she would not do that and insisted on a full refund. The customer stated that her cabinets appeared used and not the same as the cabinets we have in our showroom at our store (which is what she looked at to base her decision to order from us in the first place). Upper management offered her a significant discount to keep the cabinets since she was so unhappy. She accepted the discount and told us to deliver on Saturday. Since she still refused to come in and look at the cabinets before we delivered, I took pictures of her cabinets and sent them to her. I also took pictures of our showroom cabinets and sent them to her. The pictures of all cabinets are the same. Upon seeing the pictures, she told me she did not want them and insisted on a refund. We will allow the customer to cancel the order, but we will have to charge a 35% restocking fee for each cabinet. The cabinets are assembled as to the customer's request, as this is an option she paid for. Since the cabinets are already assembled, we cannot sell them as "new" anymore. This reason, along with the labor needed to re-wrap the cabinets and put them back on the shelf, is the reason for the 35% restocking fee. We will not be providing this customer with a refund, as she did not give us the opportunity to rectify the situation. If her cabinets were substantially different than the ones on display in our showroom, then I could understand this. But they are not. They are the same.

HelloWe installed the customer's bathroom in May of this year. We instruct our installers not to drill the holes for the faucet if it is not on site at the time of install. This rule is to ensure that the holes are drilled properly and will clear the back splash, etc. We do not know if the...

faucet that was on site at the time is the same as the ones she says she has tried to install since then.We sent our professional there to see if there were errors in the granite fabrication, measurements, etc. and he determined that there were no errors. However, he did fill the chip/divot in the front of the countertop just as she explained. We have sent her pictures of faucets that will work with her existing vanity top, faucet holes, sink, etc. and we've even sent her the link to places those faucets can be purchased from. Our terms and conditions clearly state that any and all discrepancies or concerns must be brought to our attention within a certain time frame, as does our post installation agreement....which the customers are required to sign at the completion of the job.

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.
According to this letter they state that there was no room for brackets.  The reason that there is no room from brackets is b/c they cut the granite wrong.  On our original invoice it shows there was to be a 1/4" overhang on the sink.  PLEASE feel free to come measure the overhang.  Why would they not have made enough room for brackets when the installation manual specifically states all sides MUST include brackets.  The baking sheets in the photo were not inside the sink when it collapsed just because there is a photo of them doesn't mean that is what was inside.  That was never told to anyone.  Those cookie sheets were stored underneath the kitchen cabinet and removed due to the water leak.  Again I will say how will water overflowing from a sink cause damage to the inside of a kitchen cabinet.  If they strive to stasify their clients why do they have some many negative reviews? The 5 star reviews have no experience attached with it.  Could it be the employees?  All the negative reviews explain why they are giving negative reviews.  Ours is the 2nd Revdex.com complaint in the last year.  Why is that if they are striving for customer satisfaction????? 3.33.3 of 5 stars17 reviews5 stars4 stars3 stars2 stars1 star917Please also check google for their 3 out of 3 one star reviews.  Melanie Prestage[redacted] 
I have attached a copy of our receipt.  Please see page 3 of 5 undermount kitchen sink cut.  [redacted] will mouth the sink if [redacted] install.  Stanadard cut out has 1/4" overhang.  If they would have installed properly in the first place brackets would have fit!  If they couldn't fit the brackets the first time how could they fit them now?????Consumer sent the following additional information to be added to their response:I wanted to add more to the previous email rejecting their response: The cups were holding up the garbage disposal to prevent further damage.  They removed the garbage disposal by the request of DIH due to them coming out to repair the sink. I just spoke with Mr. B[redacted] DOES NOT agree with these statements from their attorney.  He states he never agreed that the story does not add up.  If he didn’t believe the story didn’t add up he wouldn’t be pursuing a claim against them.  If he thought the attorney and Direct Import Home Décor was correct and was not at fault he would not be spending this time subrogating this claim. Thank you, [redacted] M. [redacted], CISR, API