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
First and Foremost, the
material we received was not approved by the purchaser, SD Flooring stated they
would inspect all the materials when delivered and stated there was no damage
when in fact most of the material had some defect See attached the attached image of
text message thread) stating this fact This was the start
of the problems that we were assured by Jared the sales rep who stated in text
message that SD Flooring would inspect all the material We did not have
the chance to inspect any material until the SD Flooring's installer began
installing the cabinets
Secondly, SD Flooring
refers to the installer as our installer He was the installer that was
scheduled through SD Flooring, the Installer that installs all of the Cabinet
projects for SD Flooring, the installer that told Jared the measurements he
took, along with a drawing by ***, another sales person, that the cabinets
they were ordering were wrong and the installer that drove the SD flooring
truck to our house with the cabinetsWe may have paid him directly, but he is
SD Flooring's Installer
Now after he told Jared
the measurements were wrong, Jared assured us that the cabinets were the
correct measurements and there would be no issuesThis leads to SD Flooring
now not taking responsibility for their installer having to cut down cabinets
and make modifications to most of the cabinets because of their measuring
inaccuracies After their installer had to modify the cabinets due to
incorrect measurements taken only by SD Flooring, their installer then had to
refinish the cabinets This is our biggest problem with the product
The refinish job is just that, refinished cabinets Cabinets that
are obviously repainted and do not look new We purchased cabinets new,
not cabinets that would have to be refinished in our house This was not
explained to us in the process, we were lied to on numerous occasions about the
quality of the work and cabinetsWe still have about doors with some damage
and cabinet boxes where the refinishing could not cover all the cuts and dents
in the wood
Next in their response,
SD Flooring stated "essentially, any and all issues the complainant is
alleging regarding the "modifications" of cabinets is due to their
own inaccuracies," my question for SD Flooring is: what inaccuracy on our
part? It was their sales rep (***) that did the drawing It
was Jared, another one of their sales reps that came out to our house a second
time and assured us that the drawing was correct It was their sales rep
Jared that assured us that everything they measured was correct, even after
their installer told him that they were wrong.
He even told us that our project had plenty of drawer space in the
current design. Thankfully my wife
agreed with the installer and changed on of the cabinets to a drawer bank,
because had we agreed with Jared, all the drawer space he assured turned out to
be fronts because of the cooktop and sink. He designed a kitchen with drawer for
utensils.
In response to
accusation of harassment, my wife and I tried on numerous occasions to contact
the sales rep, the manager and finally the owner only to be told they are not
there, and left many voice messages that went unreturnedOn the day were we
finally able to speak with someone, we called from the parking lot, were
told that there was no one available to speak with, only to go inside and find
both the manager and sales rep inside Then after finally speaking with
the manager, Jesse was extremely rude when trying to speak with my wife, who
speaks with a strong accent Constantly making her repeat herself,
calling both my wife and I a liar when we told how many times we tried to call
and speak with anyone.
We invited them to our
house to see the work, and witness first-hand what damage we were explaining
and unsatisfied with They did come one time and did replace the first
batch of doors that were damaged, but never came back to see how their
installer had to refinish the cabinets and leave them looking as cabinets that
were refinished, or see the replacement doors that also had some degree of
damage Also in regards to their response, we never complained about the
seams The doors are wood and joined together, it was the finish that was
bubbling over the seams, and the areas of the doors where the finish was uneven
or chipping We attached just a few pictures but there are more
My wife did sign the
computerized and hand written drawing accepting the cabinets, but that was
after being assured by Jared that the measurements were correct, and
understanding that the cabinets were not going to be modified and refinished. Looking at the attached diagram by SD
Flooring there is no measurements of the area and measurements of the cabinets
that were ordered. I have attached an
email that my wife sent Jared where she spelled out exactly what our concerns
were and Jared then called her and again confirmed that there would be no modifying
or extra cuts and the measurements we fine and needed no modifications
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
The prefab slabs were changed due to a measurement/design mistake on the part of SD Flooring As per their contract the customer is liable for changes if the customer did the measuring Therefore, since it was not our responsibility to pay for their measuring/design mistake it is not actually a credit The "crack" in question goes directly through a hole that was drilled on site. After consulting with other granite professionals, they say since it goes through the hole it is a crack Regardless if it is a crack or a fissure, we did not pay for granite we are not satisfied with 3. I was not told of ***'s plan to come to my house tomorrow (5/5) When I called to tell him that I wanted to be home when he came and to inform him that we had decided that since there had been no communication and we were unhappy with the slab, that we would like the slab to be replaced He communicated with me in a strong almost yelling manner that this was "unfortunate for [me] because he would be going after [me] for the entire price of both slabs since it was a fissure not a crack." Highly unprofessional The $"credit/discount" was actually a refund for another measuring mistake made by the company that the Contractor's Licensing Board said that they could not legally charge us for *** agreed we should not have to pay it so I don't know why it's being called a "credit/discount." There has been no communication with us about our dissatisfaction with the flooring repair that we will be having someone else redo It is unnerving that a flooring company would complete a flooring job that poorly
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 did not receive a discountThe flooring fix was sub-par and the granite has still not been fixed or replaced as we had asked
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 not willing to say I am satisfyied until all work is completed
Regards,
*** ***
From my records it looks like we changed your prefab slabs to full slabs which is a big price differenceThe "crack" that you are unhappy with is in fact not a crack but a fissure (a natural crack found in slabs)*** (installer) said he spoke with you on Monday or Tuesday and that he let you know he would be coming back out to the residence to do a full polish detailHe said he will spend as much time as he has to in order to ensure your satisfaction*** also has agreed to give you $off for your cabinets*** has been discussing a different/separate discount for his portion of the labor*** said he could be there Friday morning and that if you were not going to be present to please leave the key under the mat again. thank you
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
Regards,
*** ***
I suggest you take us to court. Because we are not going to give you the discount you are asking for. FYI I recorded the entire conversation with you and your wife that day when you came into my office. I am sure a judge will love to hear it!
To Whom It May Concern:Attached you will find our contract with customer ([redacted]) for the corresponding complaint which has been filed. First and foremost, this contract is material only. Meaning, anything that happens after the material has been received and approved by the purchaser is no...
longer our responsibility. Therefore, that alone should void any and all complaints herein. However, due to the fact that we (SD Flooring) strive to maintain our reputation of outstanding customer service, we did several things to go above and beyond our normal scope to please this customer. As Mr. [redacted] stated in his complaint, we returned 19 of the 40 doors (at our cost) to our vendor for exchange. Please understand that this “damage” the customer is alleging is not damage at all. He claimed there were lines and scratches on the cabinets when in fact the lines and scratches he was referring to are actually the seams where the panels on the door meet. These cabinets are 5 paneled doors, and the separate panels are joined together by the seam. Nonetheless, what Mr. [redacted] failed to mention is the two other exchanges we made (again at our expense) AFTER the original exchange in order to achieve customer satisfaction. Just to reiterate, we made the first exchange shortly after the customer received their cabinets, the exchange was supposed to encompass all items in which the customer was unhappy with. Subsequently, SD Flooring exchanged materials AGAIN after the cabinets had already been tampered with as the customer admits. We normally would not have done the original exchange, the other two exchanges were solely due to the threats the customer continued to make. Going as far as to make several appearances that were completely unwarranted and unprofessional in our showroom in front of customers and staff members. The reason we CANNOT allow returns/exchanges for “damaged” cabinets is because of the fact that they are no longer in our possession and what happens to the cabinets is out of our control. Mr. [redacted] literally stated in his Revdex.com complaint – “When cabinets arrived he had to cut about half of them to make it work. Next we inspected the material. Every box and door had some degree of damage.” The fact that the cabinets were handled, manipulated/compromised and modified by their installer immediately voids all claims that the damage was caused by SD Flooring. The first thing the customer or installer does when they receive material is to inspect it to make sure it is the correct material, correct color, not damaged etc. etc.Also provided in the contract attached, you will find the floor plan (both hand drawn and a computerized drawing) of the customers cabinets as purchased. Please note the customer’s signature approving the placement, size and plan for said cabinets. Essentially, any and all issues the complainant is alleging regarding the "modifications" of cabinets is due to their own inaccuracies. Furthermore, as stated above, in order to please the customer, we (SD Flooring) paid their installer to make whatever changes the customer wanted just to get them to leave us alone. Their behaviors crossed the line and definitely entered the realm of harassment.The last visit Mr. [redacted] made to the store he had roughly 4 of these cabinet doors with him. He intended to show us the damage done to the cabinets. He struggled to find any markings whatsoever, after about 3 minutes of meticulously inspecting the doors his salesman told him that due to the fact that the cabinet doors had the knobs already installed in them we cannot and will not exchange any further material. SD Flooring knows we went above and beyond to accommodate the customer. Their issues with the cabinets was never something we should have entertained originally as it is not our normal practice for this exact reason. We did everything we could and it still was not enough. The [redacted]’s purchased the cabinets for $7500. Listed below is a breakdown of the charges SD Flooring incurred due to this contract:- Original purchase price for cabinets: $3,830.55- Assembly and Delivery from Summit Cabinets (vendor): $825.00- 1st exchange:$93.89- 2nd exchange: $161.83- 3rd (final) exchange:$559.15- 2 Delivery fees for exchange $150x2=$300.00- Payment to cabinet installer for modifications:$690.00- Automatically calculated overhead $341.83- Tax $288.46SD Floorings Total Expense:$7,090.72As you can see, this contract was a total loss. SD Flooring will offer no discount or refunds.
I spoke with ***, and he will be calling you to set up an appointment to change your slab completely. Also, your cabinet installer is the one who will give you the $300 back and he will be calling you shortly too. So sorry for the delays I hope this will satisfy your concerns.
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.
We originally only wanted what we thought was fair. The materials sold to us, and what we were promised were completely different than what was delivered to us. We only wanted our cabinets to look new, not refinished and free of defect. Since we signed the contract we have been lied to, ignored and now threatened.But you have been unwilling to see what our complaints were, failed to understand why we were upset, and have been unwilling to settle. You threatened us to take you to court and that is exactly what we are going to do. You also threatened us with secretly recorded conversations. I suggest you read up on California Penal Code 632 before you make any threats like that. I am sure a judge would love to hear a secret tape you made of our conversation; because I certainly did not agree to have any of our conversations recorded. Regards,
[redacted]
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
First and Foremost, the
material we received was not approved by the purchaser, SD Flooring stated they
would inspect all the materials when delivered and stated there was no damage
when in fact most of the material had some defect See attached the attached image of
text message thread) stating this fact This was the start
of the problems that we were assured by Jared the sales rep who stated in text
message that SD Flooring would inspect all the material We did not have
the chance to inspect any material until the SD Flooring's installer began
installing the cabinets
Secondly, SD Flooring
refers to the installer as our installer He was the installer that was
scheduled through SD Flooring, the Installer that installs all of the Cabinet
projects for SD Flooring, the installer that told Jared the measurements he
took, along with a drawing by ***, another sales person, that the cabinets
they were ordering were wrong and the installer that drove the SD flooring
truck to our house with the cabinetsWe may have paid him directly, but he is
SD Flooring's Installer
Now after he told Jared
the measurements were wrong, Jared assured us that the cabinets were the
correct measurements and there would be no issuesThis leads to SD Flooring
now not taking responsibility for their installer having to cut down cabinets
and make modifications to most of the cabinets because of their measuring
inaccuracies After their installer had to modify the cabinets due to
incorrect measurements taken only by SD Flooring, their installer then had to
refinish the cabinets This is our biggest problem with the product
The refinish job is just that, refinished cabinets Cabinets that
are obviously repainted and do not look new We purchased cabinets new,
not cabinets that would have to be refinished in our house This was not
explained to us in the process, we were lied to on numerous occasions about the
quality of the work and cabinetsWe still have about doors with some damage
and cabinet boxes where the refinishing could not cover all the cuts and dents
in the wood
Next in their response,
SD Flooring stated "essentially, any and all issues the complainant is
alleging regarding the "modifications" of cabinets is due to their
own inaccuracies," my question for SD Flooring is: what inaccuracy on our
part? It was their sales rep (***) that did the drawing It
was Jared, another one of their sales reps that came out to our house a second
time and assured us that the drawing was correct It was their sales rep
Jared that assured us that everything they measured was correct, even after
their installer told him that they were wrong.
He even told us that our project had plenty of drawer space in the
current design. Thankfully my wife
agreed with the installer and changed on of the cabinets to a drawer bank,
because had we agreed with Jared, all the drawer space he assured turned out to
be fronts because of the cooktop and sink. He designed a kitchen with drawer for
utensils.
In response to
accusation of harassment, my wife and I tried on numerous occasions to contact
the sales rep, the manager and finally the owner only to be told they are not
there, and left many voice messages that went unreturnedOn the day were we
finally able to speak with someone, we called from the parking lot, were
told that there was no one available to speak with, only to go inside and find
both the manager and sales rep inside Then after finally speaking with
the manager, Jesse was extremely rude when trying to speak with my wife, who
speaks with a strong accent Constantly making her repeat herself,
calling both my wife and I a liar when we told how many times we tried to call
and speak with anyone.
We invited them to our
house to see the work, and witness first-hand what damage we were explaining
and unsatisfied with They did come one time and did replace the first
batch of doors that were damaged, but never came back to see how their
installer had to refinish the cabinets and leave them looking as cabinets that
were refinished, or see the replacement doors that also had some degree of
damage Also in regards to their response, we never complained about the
seams The doors are wood and joined together, it was the finish that was
bubbling over the seams, and the areas of the doors where the finish was uneven
or chipping We attached just a few pictures but there are more
My wife did sign the
computerized and hand written drawing accepting the cabinets, but that was
after being assured by Jared that the measurements were correct, and
understanding that the cabinets were not going to be modified and refinished. Looking at the attached diagram by SD
Flooring there is no measurements of the area and measurements of the cabinets
that were ordered. I have attached an
email that my wife sent Jared where she spelled out exactly what our concerns
were and Jared then called her and again confirmed that there would be no modifying
or extra cuts and the measurements we fine and needed no modifications
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
The prefab slabs were changed due to a measurement/design mistake on the part of SD Flooring As per their contract the customer is liable for changes if the customer did the measuring Therefore, since it was not our responsibility to pay for their measuring/design mistake it is not actually a credit The "crack" in question goes directly through a hole that was drilled on site. After consulting with other granite professionals, they say since it goes through the hole it is a crack Regardless if it is a crack or a fissure, we did not pay for granite we are not satisfied with 3. I was not told of ***'s plan to come to my house tomorrow (5/5) When I called to tell him that I wanted to be home when he came and to inform him that we had decided that since there had been no communication and we were unhappy with the slab, that we would like the slab to be replaced He communicated with me in a strong almost yelling manner that this was "unfortunate for [me] because he would be going after [me] for the entire price of both slabs since it was a fissure not a crack." Highly unprofessional The $"credit/discount" was actually a refund for another measuring mistake made by the company that the Contractor's Licensing Board said that they could not legally charge us for *** agreed we should not have to pay it so I don't know why it's being called a "credit/discount." There has been no communication with us about our dissatisfaction with the flooring repair that we will be having someone else redo It is unnerving that a flooring company would complete a flooring job that poorly
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 did not receive a discountThe flooring fix was sub-par and the granite has still not been fixed or replaced as we had asked
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 not willing to say I am satisfyied until all work is completed
Regards,
*** ***
From my records it looks like we changed your prefab slabs to full slabs which is a big price differenceThe "crack" that you are unhappy with is in fact not a crack but a fissure (a natural crack found in slabs)*** (installer) said he spoke with you on Monday or Tuesday and that he let you know he would be coming back out to the residence to do a full polish detailHe said he will spend as much time as he has to in order to ensure your satisfaction*** also has agreed to give you $off for your cabinets*** has been discussing a different/separate discount for his portion of the labor*** said he could be there Friday morning and that if you were not going to be present to please leave the key under the mat again. thank you
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
Regards,
*** ***
I suggest you take us to court. Because we are not going to give you the discount you are asking for. FYI I recorded the entire conversation with you and your wife that day when you came into my office. I am sure a judge will love to hear it!
To Whom It May Concern:Attached you will find our contract with customer ([redacted]) for the corresponding complaint which has been filed. First and foremost, this contract is material only. Meaning, anything that happens after the material has been received and approved by the purchaser is no...
longer our responsibility. Therefore, that alone should void any and all complaints herein. However, due to the fact that we (SD Flooring) strive to maintain our reputation of outstanding customer service, we did several things to go above and beyond our normal scope to please this customer. As Mr. [redacted] stated in his complaint, we returned 19 of the 40 doors (at our cost) to our vendor for exchange. Please understand that this “damage” the customer is alleging is not damage at all. He claimed there were lines and scratches on the cabinets when in fact the lines and scratches he was referring to are actually the seams where the panels on the door meet. These cabinets are 5 paneled doors, and the separate panels are joined together by the seam. Nonetheless, what Mr. [redacted] failed to mention is the two other exchanges we made (again at our expense) AFTER the original exchange in order to achieve customer satisfaction. Just to reiterate, we made the first exchange shortly after the customer received their cabinets, the exchange was supposed to encompass all items in which the customer was unhappy with. Subsequently, SD Flooring exchanged materials AGAIN after the cabinets had already been tampered with as the customer admits. We normally would not have done the original exchange, the other two exchanges were solely due to the threats the customer continued to make. Going as far as to make several appearances that were completely unwarranted and unprofessional in our showroom in front of customers and staff members. The reason we CANNOT allow returns/exchanges for “damaged” cabinets is because of the fact that they are no longer in our possession and what happens to the cabinets is out of our control. Mr. [redacted] literally stated in his Revdex.com complaint – “When cabinets arrived he had to cut about half of them to make it work. Next we inspected the material. Every box and door had some degree of damage.” The fact that the cabinets were handled, manipulated/compromised and modified by their installer immediately voids all claims that the damage was caused by SD Flooring. The first thing the customer or installer does when they receive material is to inspect it to make sure it is the correct material, correct color, not damaged etc. etc.Also provided in the contract attached, you will find the floor plan (both hand drawn and a computerized drawing) of the customers cabinets as purchased. Please note the customer’s signature approving the placement, size and plan for said cabinets. Essentially, any and all issues the complainant is alleging regarding the "modifications" of cabinets is due to their own inaccuracies. Furthermore, as stated above, in order to please the customer, we (SD Flooring) paid their installer to make whatever changes the customer wanted just to get them to leave us alone. Their behaviors crossed the line and definitely entered the realm of harassment.The last visit Mr. [redacted] made to the store he had roughly 4 of these cabinet doors with him. He intended to show us the damage done to the cabinets. He struggled to find any markings whatsoever, after about 3 minutes of meticulously inspecting the doors his salesman told him that due to the fact that the cabinet doors had the knobs already installed in them we cannot and will not exchange any further material. SD Flooring knows we went above and beyond to accommodate the customer. Their issues with the cabinets was never something we should have entertained originally as it is not our normal practice for this exact reason. We did everything we could and it still was not enough. The [redacted]’s purchased the cabinets for $7500. Listed below is a breakdown of the charges SD Flooring incurred due to this contract:- Original purchase price for cabinets: $3,830.55- Assembly and Delivery from Summit Cabinets (vendor): $825.00- 1st exchange:$93.89- 2nd exchange: $161.83- 3rd (final) exchange:$559.15- 2 Delivery fees for exchange $150x2=$300.00- Payment to cabinet installer for modifications:$690.00- Automatically calculated overhead $341.83- Tax $288.46SD Floorings Total Expense:$7,090.72As you can see, this contract was a total loss. SD Flooring will offer no discount or refunds.
We have given the customer a discount, and fixed the issues that they were requesting and they are now happy.
I spoke with ***, and he will be calling you to set up an appointment to change your slab completely. Also, your cabinet installer is the one who will give you the $300 back and he will be calling you shortly too. So sorry for the delays I hope this will satisfy your concerns.
As of October 7, 2015 the customer has picked up all of her ordered material. There is no further material on order for customer.
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.
We originally only wanted what we thought was fair. The materials sold to us, and what we were promised were completely different than what was delivered to us. We only wanted our cabinets to look new, not refinished and free of defect. Since we signed the contract we have been lied to, ignored and now threatened.But you have been unwilling to see what our complaints were, failed to understand why we were upset, and have been unwilling to settle. You threatened us to take you to court and that is exactly what we are going to do. You also threatened us with secretly recorded conversations. I suggest you read up on California Penal Code 632 before you make any threats like that. I am sure a judge would love to hear a secret tape you made of our conversation; because I certainly did not agree to have any of our conversations recorded. Regards,
[redacted]