Concrete Decorating

Complaint: [redacted]
I am rejecting this response because:
Thank you for your correspondence dated April 18, 2016. I am interested in reaching amicable resolution as well, and believe your initial offer of $8147.53 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 $19,000.00 and another company over $3,000.00 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 50 doors and spray everything to match.This task will take more than a few days. But, 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 Whom this may Concern, You recently received a complaint from a Fabuwood client regarding a cabinet we declined to replace. The Ms. [redacted] is claiming Fabuwood has reneged on our warranty. Please be aware that Fabuwood does not deal with end users directly. We are a wholesale company and all...

warranty claims must be made via a Fabuwood dealer. When Ms. [redacted]’s dealer, [redacted], contacted Fabuwood the first time the quality of our merchandise came into question, Fabuwood verified the damage and replaced the product in July of 2013. At the time the Ms. [redacted] filed a second quality complaint, their contractor owed Fabuwood a substantial amount of money. We understand how frustrating it is for Ms. [redacted] to feel as if we are not standing behind our product, but that is far from the case. Since we do not deal with end users directly, for as long as Ms. [redacted]’s contractor has an unpaid balance with Fabuwood, we are not able to service any of their customers. Once [redacted]’s account is in good standing, Fabuwood will be happy to service their end user warranty requests.Please be advised that the contractor in question, [redacted], has done over $140,000 in business with Fabuwood in the last two years and has never once had a quality complaint with our company. We trust that this has clarified the matter. Sincerely, [redacted]

Fabuwood stands behind its products. We responded promptly when we received the customer’s original complaint.  We sent not only replacement products for all products that he wanted replaced, we also sent a finisher to take care of his remaining issues. Aside from addressing the original...

issues, our finisher, upon customer’s request, sanded and replaced most of the door bumper spots of the kitchen cabinets merely because the customer did not like how the door bumpers were touching the cabinets. The finisher also attempted to fix holes in the kitchen cabinets and moldings made by the third party installers hired by the customer.  Our finisher went to the customer’s house every day from October 9, 2015 to November 4, 2015 getting there generally by 3 pm, sometimes at 9 am, and staying generally until 6 pm, sometimes 7 pm.  The customer requested our finisher to redo his work repeatedly because the customer didn’t “like” the end result.  Despite all of our efforts, the customer has not signed off on any work and is still insisting on “repairs” to nicks, holes and stains that were made by his installers.  As of this date, the only work needed to complete the customer’s order is to have the kitchen cabinet doors installed by his installer.  The doors are ready for delivery but the customer has refused to accept delivery. Thank you Meyer R

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]] 
Sent: Thursday, November 06, 2014 5:07 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 resolved. Please reopen this complaint. [redacted]
Sent from my iPad
On Oct 18, 2014, at 6:35 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 mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us a[redacted] 
Thank you
Regards,
[redacted]

Dear Ma'am, We regret that our initial reply didn't satisfy your complaint.  As we have explained, since your warranty has already expired,Fabuwood cannot be held responsible for expected signs of wear in ourcabinetry.  That being said, should you feel that your issue is amanufacturing defect, we would be happy to review your case and take actionaccordingly. We pride ourselves on quality cabinetry and stand behind our merchandise.However, as previously mentioned, Fabuwood is a wholesaler andmaintains a strict corporate policy of not dealing with end users directly. Weinsist that all business, including warranty claims and manufacturing concerns,be conducted via an authorized Fabuwood dealer.  While Fabuwood will stand behind defective merchandise, theclaims process must be initiated by your contractor. We suggest you contact thedealer you got the kitchen from, and encourage them to file a claim withFabuwood. Once they file your claim via the proper channels, we will be morethan happy to help you in any way we can.  Thank you,[redacted]

December 3, 2014 To Whom This May Concern: You recently received a complaint regarding Fabuwood cabinetspurchased 18 months ago that were finished in two different colors. Please be aware that Fabuwood does not deal directly withend users. We are a wholesale company, and all claims must be...

made via aFabuwood dealer. We received this complaint from the dealer on November 18,2014. We responded promptly by sending a finisher directly to the site to refinishthe cabinets in one uniform color. The 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 5. 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 takeplace. We trust that this has satisfactorily clarified the matter. Sincerely,  [redacted]

To who it may ConcernFabuwood is a  wholesale company and sell to registered dealers only. Any purchases or return claims must be submitted directly to the dealer. The dealer is then responsible for handling and directing all purchases and warranty claims to the appropriate Fabuwood...

departments. We strongly urge all customers to carefully review the 5 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 warranty. The dealer continues to work with their customers to find a resolution. We are confident that the company from which the original purchase was made, is responding appropriately and accordingly...Fabuwood Customer Service Team

We are a wholesale company and sell to registered dealers only.Any purchases or return claims must be submitted directly to the dealer. The
dealer is then responsible for handling and directing all purchases and
warranty claims to the appropriate Fabuwood departments. We strongly urge...

homeowners
to carefully review the 5 year limited warranty, which provides clarity to any
and all described claims. We are aware of this situation and are confident that
the company from which the purchase was made has responded accordingly. In this
instance, we have replaced all reported damage. All cabinets included in the
original order were produced and delivered. The 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 charge. This is a request that cannot be approved, as this is a new order
request, not a warranty claim. Any further warranty related concerns must be
processed through the Fabuwood dealer.