Carolina Thrift

As of October 7, the customer has picked up all of her ordered materialThere is no further material on order for customer

We have given the customer a discount, and fixed the issues that they were requesting and they are now happy

I spoke with [redacted] , and he will be calling you to set up an appointment to change your slab completelyAlso, your cabinet installer is the one who will give you the $back and he will be calling you shortly tooSo 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 before you make any threats like thatI 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] ***

To Whom It May Concern:Attached you will find our contract with customer (***) 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 BBB 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 ***’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.