Denali Arctic Used Furniture

Customer notified us via email on August 28th that she would like a Repfrom [redacted] to come out and access the vanity topsWe notified the fabricator on this right awayUnfortunately after several attempts we were not able to get through to them until Sept9th and were told that customer's information would be turned over to the Repto set up with herWe had given them the specific date/time that the customer was requestingWe were not aware that this did not take place until Wed9/I notified fabricator right away only to leave another messageI then notified [redacted] to get the Rep.'s name and contacted them directlyTerritory restrictions placed another [redacted] Repon the complaintThis Repis on vacation this week but has been given the information from original Repso that he can follow upHope to hear from him next week when he has returned to workWe have been working at setting this up but have not been able to meet the customer's request for the appointment to be on Sept24th in the morningWe hope that there will be a workable schedule that both parties will be able to set up

To resolve this complaint we would love to be able to get a *** Repout to the customers home to access the tops and give their opinion on the overall fabrication and installWe realize that this is solely a choice by the customer to make but do believe that it would be the best way to solve this matterThe fabricator and manufacturer of this product (***) are highly knowledgeable about this product and would be able to determine quality and workmanship in this case.Thank you,*** ***Showroom ManagerAmerican Cabinet

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Hello, I have called your office again today and was told to email stating this is not resolvedPlease accept this email to re-open #***I had agreed for American Cabinet to come out and have an expert look at the counters, never did I think agreeing to let them view the work was a resolutionI was trying to be agreeable by allowing them to come to my home That was supposed to happen today, they are not coming, I believe I have been more than fair and my emails show my follow thruYour office prompted by my call, had American call me last night, they were not able to put the meeting together, after almost months and several emails back and forthI took today out of work for this appointment and a doctor’s appointment, I have no more allowed time of this year from my job. Please see emails copied/pasted below for backup Thank you, *** *** Regards,
*** ***

In response to the complaint filed against us with the Revdex.com by a customer of ours I would like to address the stated issue. We have listened to the customer on her concern about the fabrication of her vanity tops and have contacted [redacted] to resolve these issues. A visit was conducted by them...

to address the concerns and explanations were given on these complaints. A return appointment was set up to fix several of the issues but was cancelled by the homeowner and has not been rescheduled.We understand the customers concerns and frustrations on issues mentioned and have attempted to address these along with the fabricator. We are the middle-men in this project and have used [redacted] on numerous other jobs. This has been the first complaint that we have had to deal with. [redacted] has offered to come out again to fix some of the issues and has also suggested a Rep. from [redacted] to come out and explain to the customer the fabrication process and also address the concerns and issues. We are in contact with the customer to suggest this and hope to resolve this complaint. I believe that if the customer would allow [redacted] and [redacted]to have this visit, have repairs made where they are needed, and come to some kind of agreement about what else could be donewould be the best way to resolve this. Thank you,[redacted]ManagerAmerican Cabinet Corp.[redacted] * [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I sent the emails to the Revdex.com where I was told more than once this should be no big deal arranging the appointment date. I believe they are not being genuine, I believe they are trying to make this even more difficult and more time consuming. 
Regards,
[redacted]

Customer notified us via email on August 28th that she would like a Rep. from [redacted] to come out and access the vanity tops. We notified the fabricator on this right away. Unfortunately after several attempts we were not able to get through to them until Sept. 9th and were told that customer's information would be turned over to the Rep. to set up with her. We had given them the specific date/time that the customer was requesting. We were not aware that this did not take place until Wed. 9/23. I notified fabricator right away only to leave another message. I then notified [redacted] to get the Rep.'s name and contacted them directly. Territory restrictions placed another [redacted] Rep. on the complaint. This Rep. is on vacation this week but has been given the information from original Rep. so that he can follow up. Hope to hear from him next week when he has returned to work. We have been working at setting this up but have not been able to meet the customer's request for the appointment to be on Sept. 24th in the morning. We hope that there will be a workable schedule that both parties will be able to set up.

Hello, I would like to make a formal complaint. Early this year I had 2 countertops fabricated by [redacted] purchased thru American Cabinet. There were circumstances that slowed this complaint process down.  I had just had emergency surgery when the installation was done. The workman explained that the lines were pencil marks, they were not. I will be happy to print and send photos or email them if requested.  I communicated with [redacted] dozens of times; she was always professional and nice, just unable to resolve this. A [redacted] rep came out and inspected it, I was sure he would get this fixed. He said the install was fine, it was fabrication issues, and perhaps they could come to a settlement because it would be a shame to pull the tops out.When I did get an answer it was that they would come and fix the “spot” in the sink and the scratch on the counter but they could not do anything about the dozens of visible lines.  I did not allow them to fix the 2 lesser problems without fixing the major issue of the lines. I paid $3700 for two simple countertops only; I choose the manmade material over granite even though it was the most expensive line because I didn’t want the “faults” inherent in natural materials. Instead I ended up with manmade faulty fabrication.American Cabinet came this month to do a minor fix to the separate issue of cabinets.  So our transaction is now complete.  Except, of course that I paid top dollar for badly manufactured countertops that I will be looking at for the rest of my life.  And though the retailer states that she has never seen these issue before (see attached copy of email), nothing was done to correct them.I write this letter in hopes that [redacted] pays attention and does not allow this less than quality work leave the plant again and that American Cabinet realizes they should have handled this for me, their customer. I should not have had to fight this once both companies saw this. They each should have worked out a solution to fix the problems.  Instead I am left to look at these expensive flawed counters.  What do you need from me to go forward with this complaint?I appreciate your help in this matter.[redacted]
[redacted]
[redacted]  [redacted]
[redacted]August 15, 2015 replyHello, thank you for the quick reply to my complaint. I do think it unfair to say I cancelled the visit for repair. I was quite clear that if they were not going to do anything about the major issues of the lines there was no point in correcting the two other issues. The two vanity tops each have several fabrication lines that were not going to be addressed at all. The question was asked numerous times, and the answer was they would not address the lines only the scratch and the imperfection in the sink bowl.  See the highlighted area in my original letter, doing the minor repairs would do nothing to improve the major issue.[redacted]® Kitchen Countertops and Sinks for Beautiful Homes[redacted]™ [redacted]® kitchen countertops, sinks and backsplashes are designed for seamless integration, creating the illusion of a single flowing solid surface.The two lines above are from the [redacted] website [redacted]. [redacted] and the word SEAMLESS is in every hit. The point is that we purchased the high end man made material at the retailer’s suggestion when we explained that our reasoning for not using natural materials was the inherent flaws. What did we end up with? Multiple flaws on both man made counter tops. We were happy to spend the extra money to get a top quality non flawed product.  We did not get that.  Here are two of American Cabinet’s responses to the photos I sent. (a few are attached) I believed at this point and after [redacted] came out that we would come to a settlement. I was very surprised they then tried to say this was acceptable.Hi [redacted], These photos came out good and I did forward them to [redacted]. I have never seen a line like that before or heard of spotting issues in the bowls.  I am waiting to hear back from our rep.  Please also point these out to the installer when he arrives on Thursday. Thanks, [redacted]Designer/Sales Rep.American Cabinet Corp.[redacted]
[redacted]  [redacted]
[redacted](separate email stating same, they have never seen this before) Hi [redacted], Yes, let’s wait to see what they say. I am hoping to get some response from them today or by Monday at the latest.  I am glad he was able to go over everything with you. Did he comment on the lines to  you?  No, we have never heard of any lines before either.  We have been using these folks for about 5 years or so and we have had not had any problems at all. Will be back in touch as soon as I hear from them.  Thanks [redacted]There was a $750 fee to measure for the two countertops, neither one of them comes close to fitting perfectly. I was told by the [redacted] rep that came to inspect the “lines” issue that the installation could have been done using caulking for a better look.  In the photos it is clear that the fabrication miss in several areas.  Plus the master bath counter has a scratch and a white spot, this is before we even discuss the dozens of fabrication lines.  How can either company think they did a good job? I understand sometimes things just don’t go well, it happens in every industry.  What would have been acceptable was that American Cabinet worked for me their customer to come to a resolution with their vendor [redacted]. I believe that they both just hoped I would go away.Thank you for your attention.Regards,
[redacted]