Concrete Decorating

December 3, To Whom This May Concern: You recently received a complaint regarding Fabuwood cabinetspurchased months ago that were finished in two different colorsPlease be aware that Fabuwood does not deal directly withend usersWe are a wholesale company, and all claims must be made via aFabuwood dealerWe received this complaint from the dealer on November 18,We responded promptly by sending a finisher directly to the site to refinishthe cabinets in one uniform colorThe homeowner refused our offer, statingthat he can’t have work done on the kitchen at this time, as he is selling thehouse and will be closing this Friday, December We advised the homeowner towait until the sale is complete, after which time the dealer should becontacted by the new owner to make arrangements for the refinishing to takeplaceWe trust that this has satisfactorily clarified the matterSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] ] Sent: Thursday, November 06, 5:PM To: [redacted] Subject: Re: You have a new message from the Revdex.com of New Jersey in regards to your complaint [redacted] This complaint is still not resolvedPlease reopen this complaint [redacted] Sent from my iPad On Oct 18, 2014, at 6:AM, [redacted] wrote: You have a new message from the Revdex.com of New Jersey in regards to your complaint [redacted] Please click on the link below to access the online dispute resolution web site and read this message Click Here to view the complaint If your email program does not support HTML copy and paste the link below into your browser [redacted] This is a post-only mailingReplies to this message are not monitored or answeredIf you have any further questions or concerns, please do not hesitate to contact us a [redacted] Thank you Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Thank you for your correspondence dated April 18, I am interested in reaching amicable resolution as well, and believe your initial offer of $is a good starting point.As you are aware, at the present time I have sanded, rough scratched cabinetry, with doorless cabinets and drawers As you also know I paid Fabuwood's representative over $19,and another company over $3,to install them.To resolve this situation, especially since Fabuwood still has all the doors, I will have to find a company that is willing to use the existing cabinetry, fix all of the defective areas, create over doors and spray everything to match.This task will take more than a few daysBut, once I receive a few legitimate estimates (which can not even begin to start making calls untill I return home from vacation on Monday May 2nd).Once I obtain my estimates to fix the cabinets, as well as the costs to repair my personal property damanged by Fabuwood as previously discussed, I can intelligently respond with a counter offer and not be pressured without having the estimates in hand.If you truly wish to settle this situation with a compromise, I am sure we can come to a conclusion being that there are several options.Let me know you decision.Sincerely[redacted] Regards, [redacted] ***

To who it may ConcernFabuwood is a wholesale company and sell to registered dealers onlyAny purchases or return claims must be submitted directly to the dealerThe dealer is then responsible for handling and directing all purchases and warranty claims to the appropriate Fabuwood departmentsWe strongly urge all customers to carefully review the year limited warranty, which provides clarity to any and all replacement claims.We are aware of this situation and have replaced all damaged items covered by the warrantyThe dealer continues to work with their customers to find a resolutionWe are confident that the company from which the original purchase was made, is responding appropriately and accordingly...Fabuwood Customer Service Team

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We are a wholesale company and sell to registered dealers only.Any purchases or return claims must be submitted directly to the dealerThe dealer is then responsible for handling and directing all purchases and warranty claims to the appropriate Fabuwood departmentsWe strongly urge homeowners to carefully review the year limited warranty, which provides clarity to any and all described claimsWe are aware of this situation and are confident that the company from which the purchase was made has responded accordinglyIn this instance, we have replaced all reported damageAll cabinets included in the original order were produced and deliveredThe company from which this order was purchased failed to include some items on the initial order but has since corrected the error and ordered the cabinets to be sent to the homeowner There was a request by the homeowner to receive additional items desired, free of chargeThis is a request that cannot be approved, as this is a new order request, not a warranty claimAny further warranty related concerns must be processed through the Fabuwood dealer

In response to claim # ***, please be advised that we are
terribly sorry the homeowner has had this aggravationUnfortunately this is
the first we are hearing about this
We will contact the Dealer, *** ***, and try to schedule
a replacement as soon as possible
Also,
please be advised that in observance of the *** Holiday
we will be closed from Tomorrow, Oct till and will return Monday, Oct We
will prioritize this when we return to have the homeowner satisfied before Dec

December 15, 2014To Whom This May Concern:You recently received
a complaint regarding Fabuwood cabinets purchased through a Fabuwood dealer
that is no longer a dealer of oursPlease be aware that Fabuwood does not deal directly with
end-usersWe are a wholesale company, and all claims must be
made via a
Fabuwood dealerThe item the end-user claims has been missing was not on the
order, therefor the end-user can order it through a Fabuwood dealerWe will be
more than happy to help this end-user to find a dealer in their area that can
help them place a new order for the item which was missedAs for the color issue, we sell all the product through a door
sampleWe believe that this order was placed by the dealer through the door sample
we had provided to the dealer, and this is the exact color that we sell now to
hundreds of other dealers.We trust that this has satisfactorily clarified the matterSincerely, *** ***

Fabuwood is in contact with the customer, trying to resolve the issues

Complaint: ***
I am rejecting this response because:
THIS SHOULD NOT BE UNDER WARRANTYTHIS IS NOT A WARRANTY ISSUETHIS A NEW ISSUEI BOUGHT NEW CABINETS I DID NOT BUY SCRATCH AND DENTSI SUBMITTED PHOTOS AND WRITTEN DESCRIPTIONS TO THE DEALER WHO STATED HE FORWARDED ALL INFORMATION TO FABUWOODANYTHING OTHER THAN REPLACING DAMAGED CABINETS IS UNACCEPTABLE
PLEASE LET ME KNOW IF YOU RECEIVED PHOTOS OF DAMAGED CABINETS
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
In regards to the below message from Fabuwood concerning our claim ID ***, we have been diligently attempting to work with both Fabuwood and *** *** over the last few weeks since initiating the claim and are not at all satisfied with their response or resolution. In fact, there simply is NO resolution being offered here. Fabuwood's response to our lengthy list of problems we've experienced (briefly stated in our Revdex.com complaint due to character limits on your website, but described fully in the multiple letters and phone calls we've placed) consists only of touting the fact that they sell millions of dollars worth of cabinetry, paid for a KCMA certification on their line of cabinets as a whole, and depend solely on their "dealers" to file warranty complaints. While I think it is great that they have a thriving business, their response does not help resolve our specific issues in any way. It mentions nothing about what they have done to resolve the problems that we encountered with their cabinets because they have done absolutely nothing. They didn't repair the faulty cabinets and they haven't offered any funds to reimburse the repairs we were forced to make due to their lack of action. They claim to be in contact with their "dealer," *** ***, in order to honor their warranty commitments as if that is actually helping to resolve the situation -- but they have not insisted that anything actually be done by *** *** in remedy. They refused to participate in a conference call between ourselves and *** *** which we think would have helped reach a resolution at best and, at least, would have proven that *** *** is not doing anything to resolve the problems either. Despite our repeated requests, Fabuwood has never clarified, either verbally or in writing, their requirements they have of their "dealers". A company cannot advertise in magazines, catalogs, and websites that they have a KCMA standard of quality control and an excellent year warranty covering faulty products and then when a problem is actually encountered, simply tell the consumer that they have no obligations to fulfill their warranty or ensure their product is satisfactory unless their "dealer" does so first. That is just a plain abdication of responsibility and effectively means there is no warranty or product quality control on Fabuwood's end. Fabuwood's repeated assertion that *** *** must file and service the warranty claims does absolutely nothing to address the fact that they manufactured and shipped out cabinets that were damaged and are refusing to take responsibility for it. Moreover, their assertion does nothing to address the fact that their "dealer" is fraudulently touting Fabuwood's website, warranty, customer service, certifications, and product standards as their own. Both my company, as a kitchen and bath dealer, and the homeowner, as a consumer, went to Fabuwood's website and read about Fabuwood's quality control and Fabuwood's KCMA certification, and Fabuwood's customer service, and spoke with Fabuwood's representatives while we vetted the product and before we decided to purchase. *** *** was simply explained to us as the warehouse that received Fabuwood's product and assembled it under Fabuwood's direction and KCMA certified supervision-- Now we are being told that *** *** is completely responsible and Fabuwood has no responsibility to back up their product? If Fabuwood is able to completely abdicate responsibility down to the whims of who they now call their "dealer," then their words and promises (which we relied on before ordering Fabuwood products) mean nothing -- For example, while *** *** typically has excellent plumbing products, occasionally a faulty faucet is sold. While the consumer may be able to go back to the dealer for a replacement, if the dealer is out of business or does not file the paperwork, the consumer is able to directly call ***'s # and they will replace the part regardless of the dealer's actions or inactions. The same is true for *** if an engine part is recalled -- no matter who the actual dealer was or whether they are still in business, *** is responsible to replace the faulty part. If *** dog food is recalled, it can be returned to any store for a refund at the consumer's convenienceetcetc-- The same should be held true for Fabuwood. If they are advised by a consumer that they produced faulty cabinetry and their "dealer" is refusing to do anything to resolve it, then Fabuwood should not be allowed to just do nothing about the problems simply because they are hiding behind their "dealer's" lack of action. If that is the case, then they truly have no warranty or quality control at all and their website, advertising, and Revdex.com rating is effectively meaningless In regards to the "dealer" *** ***, they too have done absolutely nothing over the last months to remedy the situation -- despite multiple phone calls, texts, e-mails, pictures, meetings, etc. Filing this Revdex.com report has triggered a whole month's worth of phone calls and a meeting with *** *** staff, but no resolution. They have now offered to reimburse us $3,of the $11,that we spent to repair the cabinets. This does not even come close to covering our costs and is completely unsatisfactory. They have not given any reasons, either verbally or in writing, for why they will only reimburse $3,of the $11,costs. They state that, in return for this $3,(less than a quarter of our expenses), we must first sign some sort of paperwork that says we are completely satisfied and will not seek further remedy for the rest of the costs. They have not even sent us the paperwork to review. Regardless, $3,is not a suitable resolution -- and again, Fabuwood has not offered anything or directly replied with a resolution themselves. Moreover, Fabuwood continues to sell cabinets to *** *** with full knowledge that this "dealer" is not in compliance with assembly standards (for which Fabuwood claims KCMA certification), customer service, or warranty procedures -- putting even more consumers who trust Fabuwood's website and Revdex.com rating at risk for buying unusable kitchen cabinets and having to spend thousands of dollars in expenses in repair In light of all of this, we request Revdex.com Arbitration to help resolve these problems. Please advise me of the next steps that we need to take to move forward. We have many more pictures, timelines, and documentation to provide beyond what has been allotted on the Revdex.com website. Thank you for your help in this matter.-- Thank You,
Regards,
*** ***

Good Afternoon, Fabuwood Cabinetry is a wholesale cabinetry company that only sells to registered dealersWe are more than happy to facilitate the process of reviewing all replacements but they must be done through one of said authorized Fabuwood dealersAll registered cabinet dealers are
aware of the correct ordering processOne of the key details that are asked for when generating a new order, is to indicate which cabinets will have exposed ends in the existing design layoutThis allows our production team to make sure these exposed ends are perfect prior to packaging the itemsIf a defect does occur within the terms and conditions of the Fabuwood warranty, such defective part(s) will be repaired or replaced by Fabuwood at its sole discretionFor any minor defects, scuffs, small chips, etc., that may occur to cabinets that were not indicated to be exposed, Fabuwood may provide either a skin or a touch up kit for this item as a courtesy to the customerFurthermore in reviewing the information provided by the homeowner/end-user we only received a request for the initial claim which we have fulfilled according to Fabuwood’s replacement policy

In response to claim # 1***, please be advised that weare terribly sorry that the homeowner has had this aggravationWe are in contactwith the dealer.we are trying to rush up the replacements so They should get them in a timelyfashion

Good Afternoon, As was stated in the previous response Fabuwood will be more than happy to re-review the issues that occurred with your cabinetry, however it will have to be done with the dealer whom you bought the cabinets fromAgain we received one initial request which was for the replacement skins that are you unhappy withWe did not receive anything else since then, until this complaintPlease have your dealer get in contact with our replacement department and we will work with them to come up with a suitable solution for this issue

Good Afternoon,We have reviewed all the information and are in the process of negotiating a settlement agreement to satisfy the complaining customerFabuwood Cabinetry stands behind its product 100% and is willing to work together with our registered dealers to rectify any issue/problems that arise, we are confident that we will come to a mutually beneficial agreement

Complaint: ***
I am rejecting this response because: The quality of the cabinet is the issue and its replacement. When this cabinet was first installed it cracked in several places within months after the cabinet was replaced it again cracked in two places within another months which means the merchandise is defective. These people are using defective materials and/or shoddy workmanship. How is it possible they aren't responsible for a cabinet that cracks up after six months. I have no children, the cabinet is a standing kitchen cabinet that should not be cracking for no reason.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]  ON 7/5/2017 AT  12:12 PM WE RECEIVED A CALL FROM AN INDIVIDUAL NAMED ERIC NO LAST NAME GIVEN [redacted] WHO PROCEEDED TO EXPLAIN THAT HE WAS A REPRESENTATIVE OF FABUWOOD PRODUCTS WHO HAD RECEIVED PAPERWORK REGARDING OUR COMPLAINT.  AS THE CONVERSATION WENT ON  IT APPEARED TO US THAT HE DID NOT HAVE ALL THE NECESSARY PAPERWORK REGARDING THE COMPLAINT.  UPON FURTHER DISCUSSION WE CAME TO AN AGREEMENT WHERE FABUWOOD WOULD REPLACE THE FOUR DAMAGED  CABINETS AND WOULD PROVIDE ONE SKIN FOR THE FIFTH CABINET.  WE ALSO AGREED THAT THE DAMAGED CABINETS WOULD BE PICKED UP BY THEIR TRUCK DRIVER THEREFORE RETURNING SAID DAMAGED CABINET TO FABUWOOD.ERIC STATED THAT HE WOULD ORDER THE CABINETS ASSEMBLED AND WOULD NOTIFY US AS TO THEIR DELIVERY.  AT THIS TIME WE ARE WAITING FOR THE DELIVERY DATE OF CABINETS.  WE WILL FURTHER NOTIFY YOU AS TO WHETHER THE SITUATION CHANGES. AND OR IT'S COMPLETION.THANK YOU FOR YOUR ASSISTANCE. WAITING FOR CABINETS.  [redacted]
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Fabuwood is an importer and wholesaler doing over 100 million dollars of sales yearly of cabinetry. All sales are processed through dealers who are registered with Fabuwood.  Fabuwood does not sell products to any end users, contractors,  or dealers whom are not registered with our company...

directly.     All cabinetry that is assembled by Fabuwood, are KCMA certified. Cabinetry that has been assembled or modified by the contractor, end user, or any persons whom are not a KCMA certified employee of Fabuwood,  will not be covered under Fabuwood warranty should damages occur while in their possession. There are cases in which items may be replaced after installation and are reviewed on a case by case basis, after a claim is submitted by one of our registered dealers.   As per the complaint submitted, Fabuwood has been in contact with all parties currently involved in this claim so that a resolution can be reached between [redacted] and  [redacted].

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]