Dixieline Lumber & Home Centers

After reading the complaint and researching the issue the following outcome that has been achieved
#222222; margin: 0px">
The toilet was installed on 3/28/The installer from *** *** Plumbing, stated that they replace the supply line and wax ring, tested the unit and had the customer sign off on the installNo issues with the install or toilet that they purchased
This problem happened due to fact the customer refused to give the salesperson a contact phone number, although the customer stated that they wanted to contact the installer to set up the appointmentThis is what caused the issue, as *** had no information other than the address for the install, which left the order in limbo as no one could contact them for the installAlthough, the customer has the ability to contact the installer this would not have been an issue if a phone number was provided at the time of purchase
If you have any other questions please let me know
Thank you,
*** *** ***
Inside Sales Manager

Mrs. [redacted] made a previous purchase aside from the disputed entertainment center with Kitchen & Bath Designer [redacted].  During the initial quote process Mrs. [redacted] asked [redacted] to provide a design for an entertainment center.  Through this process Mrs. [redacted] informed [redacted]...

that Mr. [redacted] was uncomfortable with the cost of a custom designed entertainment center and they would proceed with the other cabinets.  At a later date – Mrs. [redacted] came back to [redacted] and informed her she was going to go ahead with purchasing the entrainment center and the order was made for all the cabinets.  Mrs. [redacted] selected a floating shelf system for the entertainment system from a one of our premiere manufacturers in Belmont.   The invoiced amount for the entertainment center was $12,314.81. At the point of sale – [redacted] articulated very clearly that the floating shelf entertainment center was to come in many pieces to be assembled on site.  [redacted] went to great lengths to articulate this by giving an example “going to come like an erector set”.  Mrs. [redacted] acknowledges this.  [redacted] also provided an item list that show all the pieces that were going to delivered to be assembled on site.  [redacted] also informed Mrs. [redacted] that installing these are complicated – asking her if she had a really good installer.  Mrs. [redacted] informed [redacted] that she did.  [redacted] added further assistance informing Mrs. [redacted] to have her contractor call her with any questions.   During the install process Mrs. [redacted] call [redacted] troubled how the order was shipped in pieces and her installer was very confused on how to assemble.  [redacted] reminded Mrs. [redacted] of their conversation and all the materials presented at the point of sale.  [redacted] began to have multiple conversations with the installer during the assembly process in which was evident they have not installed a floating shelf / cabinet system like this before.  Some cabinets had to be reworked because the installer did not lay out cabinets to design prior to installing.   At the end of the install – Mr. [redacted] requested that [redacted]’s manager ([redacted]) come out with his displeasure with the process and quality of the cabinets installed.  [redacted] brought the Belmont Sales Rep [redacted] and [redacted] to inspect issues and overall complaint.  The issues Mr. [redacted] presented were;·        Increased labor costs because of how long it took to install the entertainment center in how it was shipped.  We were made aware on site that some of the added costs were due to wall conditions that would not allow shelves to be installed per design.  This was caught during the process which required the installer to removed work and pull off drywall, insulation, add additional bracing, re-drywall, texture and paint. o   [redacted] asked Mr. [redacted] if he was present at the point of sale.  He said he was not – Mrs. [redacted] was.  I asked if [redacted] articulated at the point of sale that this order was to be shipped in  pcs and would require a very skilled & experienced installer to assemble?  She acknowledged we did but not at the level she understood…§  I asked her if we provided the item list clearly showing how all the pcs were to be delivered.  She acknowledged [redacted] did provide that to her. o   On the wall conditions – [redacted] and [redacted] both informed Mr. [redacted] that neither of us can be held responsible because that is unknown to us as a supplier.  Belmont sends out their floating shelf systems with “no” predrill holes for this specific reason – impossible to predict wall conditions.  These holes have to be made on site to modify shelves to wall system.  ·        Overall quality of the entertainment center he did not value at $12,314.81.  Mr. [redacted] expressed his overall displeasure with the quality of the unit in terms that he doesn’t perceive it to be the quality of a $12k custom entertainment center.  Mr. [redacted] explained his explanation of his perceived value in custom ordered red seats in his [redacted] that was in his driveway.  o   [redacted] and [redacted]’s validated that there entertainment center now fully installed was beautiful and well within any vendor tolerances.  o   [redacted] mentioned to Mr. [redacted] as he questioned this unit was custom – that everything about this unit was custom.  It was custom designed and manufactured to specific specs that were custom ordered by [redacted] and approved by Mrs. [redacted].  See attached pics of entertainment center.   [redacted] asked Mr. [redacted] what is his request in which he asked for a full 100% refund.  [redacted] informed Mr. & Mrs. [redacted] that he would evaluate the situation with his Supervisor and report back as soon as possible.  At the close of the meeting both Mr. & Mrs [redacted] complimented the work of [redacted] with all other cabinets she ordered.   [redacted] informed Mrs. [redacted] that Dixieline would not provide a 100% refund because it is our stance that Dixieline clearly represented how this entertainment was to be shipped verbally (“come many in pcs – like an erector set all needed to be put together on site” + “this is complicated – questioning do they have a very skilled and experienced installer”…) and written (provided an order item list clearly showing all the pcs to be delivered and assembled – see attached).  Dixieline cannot be held responsible for costs overruns in labor (due to an inexperienced installer with such an entertainment center) and wall conditions which are both out of our control.  Mrs. [redacted] informed [redacted] she was very unhappy with this decision and her Mr. [redacted] would be calling him.  To date Mr. [redacted] has yet to make this call to [redacted].

We began working with Dixieline to replace a window in our home. After weeks of inactivity on their part, we contacted them again and they assured us they would get right on it. More time passed, months in fact. We spoke with a manager who referred our window project to another associate and initially we were hopeful, but their sub-contractor failed to schedule a day and time to come to our home. We would attempt to contact the sub contractor several times a week but he never returned our calls. Finally after months of frustration of still not having this window replaced, we asked for our deposit back.