Dream Builders

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11390298, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see additional pictures not obtained by inspection. Notice the separation of the sofa seat backs.  Also I included a picture of wear on my sofa armrest which was also not obtained.  I am not reporting the small scratches reported (that were caused by my dog). I am speaking of the areas of wear on both the cushion and armrest separation of the sofa back that the technician thought he fixed (it continues to separate from the sofa back).  Also, the corner seat area wear I sit the most, is slumping. The technician says that is "normal". I replaced two sofas after 10 years of ownership with none of these problems and paid less than half for the whole set. I got those from "Rooms-to-go" and I gave them to a relative.My point is I went to AFD because of the advertised "quality" of furniture. I got the new ones because I was re-decorating. I always get leather because it is much more durable than cloth.  My dogs have always rested on my sofas and have never caused these problems on my previous furniture. The wear is from my elbows that I rest on the armrest and when lying on the sofa cushion. I have owned the loveseat less than a year and is already wearing out. Mind you, my sofa and recliner are not showing this. The tech explained the wear as normal from the oils on my elbow skin.....give me a break for a $2,100 sofa. I am asking for a love seat replacement, not a bunch of excuses from the AFD technician.
Regards,
[redacted]

Until the General Manager, Jerry M[redacted]< contacts this customer, we have no response - Flo M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11016343, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
 The bottom line, we can argue and say who said what and who promised what the fact of the matter is, we ordered and paid for furniture on September 13th, 2015 today is January 4, 2016, going on five months of not receiving what we paid for, that's the bottom line. We were told the furniture was shipped on the December 15th and today is the January 4th, and I know there are two holidays between the 15th and today. I can't think of anything that could justify this - nothing. Other than poor business practice.I feel as we have been overly patience and understanding, but this is ridiculous. But as I stated before, the facts speak for themselves we ordered and paid for a product going on five months without receiving what we paid for, and there is no justification for this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11854153, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

While we certainly understand seeing labels with this type of information can be alarming, they are indeed now on almost every furniture product, electrical wire, flashlight, computer equipment, mattress and many other products. We have attached information re California's Prop 65...

which initiated this warning.  Formaldehyde is in all foam and is a petroleum product; there are warning labels on mattresses and sofas.  As a retailer, we have no control over the manufacturing process nor their compliance with existing laws. The decision to manufacturer overseas has been well documented in all industries and the majority of furniture manufacturing has been taking place overseas for well over 15 years driven by the consumers desire for less expensive goods. The largest retailer - Walmart - is the biggest importer of Chinese products. There is virtually no product in our homes that does not either come directly from a foreign country or have a component that does. We are an "American" company and we pay American taxes, employ American people and make every effort to provide our community access to the most affordable, well made furniture available. We make no claims that the furniture we carry comes from anywhere other than where it comes from. Even the few manufacturing plants in the US rely on components made overseas. We have been in business for well over 16 years and have 3 retail locations. to date, no one has gotten ill from any furniture we have delivered.The customer was offered a re-select at no re-stock fee. If the customer would like to apply this re-stock fee to another purchase within the next 30 days, we would be happy to do so. However, there are cost involved in deliver, set-up, pick-up and re-stocking items that are covered by the 25% fee. The information on how we handle returns is listed on the back of our sales invoice.[redacted]American Factory DirectWarranty Service Department

8-24-16   I believe this customer needs to forward this complaint to "Rooms To Go". We have not sold this customer. The Cindy Crawford collection is exclusively a Rooms To Go item. Flo M[redacted]American Factory DirectWarranty Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11390298, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am asking for AFD to remedy the problems of my loveseat. Normal use should not cause the sofa back to separate from the sofa "body". Also, the right side of the sofa (where I normally sit) is sloping downward. This should not be considered "consumer caused". The other sofa and recliner are not doing any thing like this. I continue to ask that AFD back the quality of their represented products and replace the loveseat. Simply opting out of the customer service portion of the sales process should not be acceptable to the consumer. I request AFD to provide the customer satisfaction that should go along with a $6,000+ purchase.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11508166, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[
On June 10, 2016 I spoke with Ben M[redacted], a manager at AFD.  I explained the problem and told him I wanted
a refund on the chair.  He said he would
look into the issue and call me back.  Of
course, Ben nor anyone else at AFD every called me back.  After waiting a few days I contacted the
credit card company and submitted a dispute based on AFD's failure to deliver the
purchased product.
On Saturday, June 18, 2016 Jena P[redacted] with AFD called and left
a message saying that the chair was in. 
When I attempted to call her back I was put on hold and never taken off
hold.  My AFD salesman called on Monday,
June 20 and left a message again saying that the chair was in.  I tried calling him back three times without
being able to talk to him.  I finally
left a message repeating what I had told Ben M[redacted] - that after six months of waiting and three failed
delivery attempts, I was no longer interested in the chair and I just wanted my money back. 
So at this point I just want a refund.  After being disappointed three times, I just don't want to chance a fourth delivery attempt.
Regards,
[redacted]

Our original statement stands - the customer is welcome to contact the manufacturer - Bernhardt. Wear, use and manufacturing defects are different issues. The warranty is against manufacture defects only  - not use and wear. - The number to contact Bernhardt is ###-###-#### or [email protected]. - Bernhardt has been made aware of this consumer complaint. - Flo M[redacted], American Factory Direct

I contacted this consumer on Saturday the 23rd…we have them set up for Service on the item this Thursday with a technician-FLO M[redacted]

The manager of our Long Beach store has reached out to this customer & resolved his issue. The customer has picked up the merchandise and according to the Long Beach manager was satisfied with the resolution. FLo [redacted], American Factory Direct.

I spoke to this customer myself before Christmas, I got it n touch with the manufacturer's rep and he ordered a replacement deck for us. I explained that it could take a few weeks. The item came in on Friday & Jeanette will be calling today to set up a delivery. (W cannot set up a delivery until...

the item has been moved to a valid location from the re roving area). Although there were attempts to get the item se up it was missing parts. I did not get involved until the phone call before Christmas. The customer should receive the new item at the next available delivery date. We do apologize. This has taken much too long to resolve. It was a store discontinued item at the time of sale so we had no pieces available for exchange except one last floor model-at least that was my understanding. The customer has been extremely patient and nice under the circumstances. Hopefully, the new item will resolve the issue. Sincerely, Flo M[redacted], American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11936808, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The store did not have the price for the trundle anywhere by the bunk bed, nor did the sales reps informed me of the trundle as an accessory. I've been shopping for the bunk bed for months, and the trundle was the selling point for me to make my decision to buy, I even have a picture of the bunk bed in the store with my wife on October 31, 2016. I would not have a problem purchasing the trundle after I found out it was not included, but because the Manager and sales reps refused to call me back after I've made over 5 calls, and every time they keep saying the manager will call me back, but never did, and still have not heard from them at that location. I want the trundle that was advertised with the sales price of $448.88 with the bunk bed.
Regards,
Remi Nguyen

Ms. [redacted]     The store manager has reached out to the customer and addressed her concerns regarding her backordered merchandise. The items were received at our distribution center earlier this week and the guest has delivery scheduled on the next available day. The 2 to 3...

week lead time was initially quoted her sales representative, and as that time has passed, the customer's delivery fee has been waived. We do work closely with the manufacturers to ensure our quoted lead times are accurate, and all time frames are based on information that comes from the vendor, but, delays are possible. The bulk of the order was received within the time frame originally quoted , but 2 items that the store was told were available at the vendor's facility were, in fact, oversold. We realize how frustrating this can be for her and her family but we are completely dependent on the manufacturer for these items. Myself and the store manager have spoken with the guest and personally apologized for the delay and she stated she was satisfied with the resolution the store manager presented to her. We consider this matter closed , but if the customer does not agree, feel free to contact me with any questions or concerns. Thank you and have a good day.  Stephen F[redacted] Warranty Service ManagerAmerican Factory Direct Furniture Outlets

I forwarded this complaint to the General Sales Manager, Jerry M[redacted]r. He attempted to contact the customer several times. The customer sent him a message that they are out of town and will get with him when they return. Once we have a resolution, we will complete the complaint response - Flo...

M[redacted], American Factory Direct Warranty Service Department

Nick, the owner of Dream Builders, was very professional, courteous, and pleasant during the entire process of installing my beautiful deck! Nick didn't have any problems of making multiple trips out to my property as I steered into another direction. The entire process that Nick and his Crew, who worked very diligently, far exceeded my expectation! After waiting several weeks for the permit to be processed, and my son's college graduation approaching, I didn't think the job would be completed prior to several of my family members flying in. However, Nick was able to send his crew out and complete the job flawlessly! This demonstrated flexibility and situational awareness on his part. Nothing was overlooked and his design was spot on in accordance with the diagram that he presented. One of Nick's best attributes that Nick possessed was the open lines of communication. I loved the fact that the communication between he and I were constantly opened. He and his staff were constantly in touch and was always readily available to address any questions or concerns.
I'm unable to close out this review without mentioning how attentive the carpenter, and the lead supervisor was as well. Both of these guys worked assiduous and was very meticulous in the construction and took time to explain any questions that I may have. These guys were absolutely great; courteous and professional at every step of the way!
Overall, Dream Builders showed great respect and is extremely knowledgeable! Their integrity is above reproach! They are what I call perfectionist and they definitely get the job done right the first time around! Ultimately, they are far the best company that I have ever dealt with and I deal with a lot of different companies in the area. These guys are great and I recommend them for your future on-site projects!

This customer has been delivered of the sectional 1-9-16. We are still waiting on the recliner from the manufacturer and that ETA is 1-24-16. Again, this is all in the manufacturer/truck lines hands and we have absolutely no control over that process. - Flo M[redacted] American Factory Direct Warranty Service.

I was able to speak to the manager of the Long Beach retail store- who is on vacation as stated. He informed me that the item(s) are on order and he brought the paperwork to the Administration building last week. I did also speak with the salesperson. He should have entered in a sales invoice...

showing the correct items on order; he did not becasue he though since it was an error he did not need to do this; but that has also been corrected. The original replacement order was mis-handled by a previous purchasing agent who is no longer with us for which we apologize. I went to the purchasing department just know and we checked the Klaussner website. The new items should be delivered to us in approximately 6 weeks. The store will contact the customer; we will also track this order going forward. Sincerely, Flo M[redacted], American Factory Direct

If it were possible to rate using stars Dream Builders would definitely have 5. If it were based on a numerical system from 1 to 10 with 10 being the highest it would have an 11. They built a beautiful screen porch for us. The owner (Nick) does complete and accurate estimates and completes the job in record time using only the best materials. His crew shows up on time, works well together and puts in long hours. He guarantees his work and if any problems occur Nick and his crew take care of them in record time with no hassle. We could not recommend him more highly.

We used this company to re-surface our existing wood deck with a composite deck product. The owner came out to provide the estimate and was extremely knowledgable and honest. It took about two months for the work crew to get started, but once they did start the job was completed quickly and professionally.
There was one detail with how a section of the deck was installed, unique to our deck design, that we determined would not hold up to wear and tear. Dream Builders expediently made the alteration. We are very happy with our new composite deck!