Pacific Craftworks

Initial Business Response / [redacted] (1000, 5, 2014/04/11) */ In response to Ms [redacted] 's complaint: Her claims of the cabinets being made of cheap particle board are untrueThe claimant seen the product and the material to be used in the showroom before purchasing Ms [redacted] chose not to have PCW install the cabinets, and instead chose to hire her own installer directlyThe installer damaged the doors because he used a wrong solution to clean it Ms [redacted] is an architect, the product produced by PCW is a direct result of the design she provided to us A remake the shoe cabinet panels with "black dots" was made for Ms [redacted] , however, she never came to pay her final balance, nor did she come to pick her warehouse items up Once again, Ms [redacted] is an AiA so she should know about the depth of the drawer, once again, the product produced is a direct result of her design Services will not be rendered until final payment has been made, which should have been made prior to her installer picking up the materials from our warehouse When the installer came to pick up materials from warehouse, Ms [redacted] said she was on her way to pay the balance , but never showed up Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pacific Craftworks has not addressed resolving any of my pending cabinet issuesInstead, the company has thrown out accusations against me, and has completely ignored the advertising and product misrepresentation issuePlease reference my initial complaint In response to Pacific Craftwork's accusations: Her claims of the cabinets being made of cheap particleboard are untrueThe claimant seen the product and the material to be used in the showroom before purchasing This is a statementMy cabinets were in fact fabricated out of particle board, green MDF and foam panels(See attachment "Photos of Kitchen & Bath Cabinet Structure", 4/4/14.) These materials are not "exceptional quality, solid wood, nor 3/4" plywood" as PCW claims to useAlthough PCW also advertises that they "do not use particleboard, or MDF", my cabinets showed up on site made of these materialsIt is an industry fact that particleboard and MDF are considered to be a less expensive, and inferior products compared to plywood, particularly in areas exposed to moisture The fact of the matter is that PCW misrepresented the quality of the cabinets to be constructed out of solid wood or 3/4" plywoodThis advertisement to the public was posted on PCW's website, video, and in an article in the [redacted] magazineProduct misrepresentation is a highly, unethical business practice On 2/28/at 5:32pm, I saw the attached photo of PCW's showroom cabinet installation(See attachment "Photo of Pacific Craftworks Showroom Cabinets" 4/16/14.) The cabinets are installed but the countertops were not installedThere is a plywood top covering the lower cabinetsThe cabinet structure and door panels were fully concealed and did not show the cabinet structure to be constructed out of particleboard, green MDF or foamThere is no way of confirming the cabinet structure, unless it was exposedMy mistake was in trusting in [redacted] ***'s word that the cabinets were high quality cabinets, and in researching PCW's cabinet quality on their website, and in the [redacted] magazine I would gladly pay for quality products and service; however, it is unfair for anyone to pay for merchandise which is misrepresented in advertisements and sales pitches Ms [redacted] chose not to have PCW install the cabinets, and instead chose to hire her own installer directlyThe installer damaged the doors because he used a wrong solution to clean it Customers have the right to hire their own installerI am uncertain as to how this pertains to PCW's product misrepresentation, negligence in custom cabinet fabrication, and poor customer service Ms [redacted] is an architect, the product produced by PCW is a direct result of the design she provided to us I provided PCW with my cabinet elevations and the production drafter in Vietnam provided shop drawings based on my elevationNot all items were built to my instruction and specifications(See "cabinet issues" section in my initial complaint.) A remake the shoe cabinet panels with "black dots" was made for Ms [redacted] , however, she never came to pay her final balance, nor did she come to pick her warehouse items up I did not pick up the panels due to unresolved cabinet issues with PCW Once again, Ms [redacted] is an AiA so she should know about the depth of the drawer, once again, the product produced is a direct result of her design It is a accusation that I specified the drawer depthI never signed off on, nor did I specify the substandard depth of the master closet drawer to be 11.25"(See attachment of my approved master closet shop drawing " [redacted] _Master Closet-final.pdf", 3/27/13)In fact, no one from PCW alerted me about the drawer depth issue at any point in timePCW, being a custom cabinet fabricator, should know the obvious and standard dimension for a drawer I emailed [redacted] about the cabinet issues on 5/29/with photos [redacted] looked into the drawer depth issue with the factory in VietnamOn a phone conversation, he explained that the drawers were fabricated short at 11.25" because the drawer track system used by the factory was short and didn't extend to the back of the cabinet depthAlthough this organizational drawer system is intended to save space, the production mistake resulted in wasted storage space Services will not be rendered until final payment has been made, which should have been made prior to her installer picking up the materials from our warehouse Due to the unresolved cabinet issues, I have withheld final payment of $1,Additionally, PCW failed to address issues in a timely manner, and the products were misrepresented, wrongly fabricated, and defective When the installer came to pick up materials from warehouse, Ms [redacted] said she was on her way to pay the balance, but never showed up I never promised that I was on the way to pay the balance when my installer picked up the material It's beyond me why [redacted] ***, PCW's Finance Manager, is responding to my complaint as I had dealt directly with [redacted] ***, PCW's owner, during the custom order process and in trying to resolve the issues [redacted] is not familiar with my conversations and interactions with [redacted] *** With regard to my cabinets, PCW has the option to either replace defective products, and / or issue a credit for poorly manufactured and misrepresented productsDue to the unresolved cabinet issues, I have withheld final payment of $1,Failure to resolve these issues is a breach of contract by PCW PCW is going around in circles with their arguments and accusationsThe company has failed to provide any substantive follow up or documentation supporting their claimsI have been patient enough to try to resolve the cabinet issues on numerous instances, and in a reasonable mannerIf PCW had wished to resolve the cabinet issues, the company should have stood by their product and addressed all problems in the very beginning At this point, I question if PCW even has a written warranty or policies to abide by? I can't trust that the company will correct the cabinet problems in a reasonable period of time since it's been nearly a year to get to this pointIn conclusion, it is obvious that PCW values profit, rather than principles

Initial Business Response /* (1000, 5, 2014/04/11) */
In response to Ms. [redacted]'s complaint:
1. Her claims of the cabinets being made of cheap particle board are untrue. The claimant seen the product and the material to be used in the showroom before purchasing.
2. Ms. [redacted]...

chose not to have PCW install the cabinets, and instead chose to hire her own installer directly. The installer damaged the doors because he used a wrong solution to clean it.
3. Ms. [redacted] is an architect, the product produced by PCW is a direct result of the design she provided to us.
4. A remake the shoe cabinet panels with "black dots" was made for Ms. [redacted], however, she never came to pay her final balance, nor did she come to pick her warehouse items up.
5. Once again, Ms. [redacted] is an AiA so she should know about the depth of the drawer, once again, the product produced is a direct result of her design.
6. Services will not be rendered until final payment has been made, which should have been made prior to her installer picking up the materials from our warehouse.
7. When the installer came to pick up materials from warehouse, Ms. [redacted] said she was on her way to pay the balance , but never showed up.
Initial Consumer Rebuttal /* (3000, 9, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Pacific Craftworks has not addressed resolving any of my pending cabinet issues. Instead, the company has thrown out false accusations against me, and has completely ignored the false advertising and product misrepresentation issue. Please reference my initial complaint.
In response to Pacific Craftwork's accusations:
1. Her claims of the cabinets being made of cheap particleboard are untrue. The claimant seen the product and the material to be used in the showroom before purchasing.
This is a false statement. My cabinets were in fact fabricated out of particle board, green MDF and foam panels. (See attachment "Photos of Kitchen & Bath Cabinet Structure", 4/4/14.) These materials are not "exceptional quality, solid wood, nor 3/4" plywood" as PCW claims to use. Although PCW also advertises that they "do not use particleboard, or MDF", my cabinets showed up on site made of these materials. It is an industry fact that particleboard and MDF are considered to be a less expensive, and inferior products compared to plywood, particularly in areas exposed to moisture.
The fact of the matter is that PCW misrepresented the quality of the cabinets to be constructed out of solid wood or 3/4" plywood. This false advertisement to the public was posted on PCW's website, video, and in an article in the [redacted] magazine. Product misrepresentation is a highly, unethical business practice.
On 2/28/13 at 5:32pm, I saw the attached photo of PCW's showroom cabinet installation. (See attachment "Photo of Pacific Craftworks Showroom Cabinets" 4/16/14.) The cabinets are installed but the countertops were not installed. There is a plywood top covering the lower cabinets. The cabinet structure and door panels were fully concealed and did not show the cabinet structure to be constructed out of particleboard, green MDF or foam. There is no way of confirming the cabinet structure, unless it was exposed. My mistake was in trusting in [redacted]'s word that the cabinets were high quality cabinets, and in researching PCW's cabinet quality on their website, and in the [redacted] magazine.
I would gladly pay for quality products and service; however, it is unfair for anyone to pay for merchandise which is misrepresented in false advertisements and sales pitches.
2. Ms. [redacted] chose not to have PCW install the cabinets, and instead chose to hire her own installer directly. The installer damaged the doors because he used a wrong solution to clean it.
Customers have the right to hire their own installer. I am uncertain as to how this pertains to PCW's product misrepresentation, negligence in custom cabinet fabrication, and poor customer service.
3. Ms. [redacted] is an architect, the product produced by PCW is a direct result of the design she provided to us.
I provided PCW with my cabinet elevations and the production drafter in Vietnam provided shop drawings based on my elevation. Not all items were built to my instruction and specifications. (See "cabinet issues" section in my initial complaint.)
4. A remake the shoe cabinet panels with "black dots" was made for Ms. [redacted], however, she never came to pay her final balance, nor did she come to pick her warehouse items up.
I did not pick up the panels due to unresolved cabinet issues with PCW.
5. Once again, Ms. [redacted] is an AiA so she should know about the depth of the drawer, once again, the product produced is a direct result of her design.
It is a false accusation that I specified the drawer depth. I never signed off on, nor did I specify the substandard depth of the master closet drawer to be 11.25". (See attachment of my approved master closet shop drawing "[redacted]_Master Closet-final.pdf", 3/27/13). In fact, no one from PCW alerted me about the drawer depth issue at any point in time. PCW, being a custom cabinet fabricator, should know the obvious and standard dimension for a drawer.
I emailed [redacted] about the cabinet issues on 5/29/13 with photos. [redacted] looked into the drawer depth issue with the factory in Vietnam. On a phone conversation, he explained that the drawers were fabricated short at 11.25" because the drawer track system used by the factory was short and didn't extend to the back of the cabinet depth. Although this organizational drawer system is intended to save space, the production mistake resulted in wasted storage space.
6. Services will not be rendered until final payment has been made, which should have been made prior to her installer picking up the materials from our warehouse.
Due to the unresolved cabinet issues, I have withheld final payment of $1,883.89. Additionally, PCW failed to address issues in a timely manner, and the products were misrepresented, wrongly fabricated, and defective.
7. When the installer came to pick up materials from warehouse, Ms. [redacted] said she was on her way to pay the balance, but never showed up.
I never promised that I was on the way to pay the balance when my installer picked up the material.
It's beyond me why [redacted], PCW's Finance Manager, is responding to my complaint as I had dealt directly with [redacted], PCW's owner, during the custom order process and in trying to resolve the issues. [redacted] is not familiar with my conversations and interactions with [redacted].
With regard to my cabinets, PCW has the option to either replace defective products, and / or issue a credit for poorly manufactured and misrepresented products. Due to the unresolved cabinet issues, I have withheld final payment of $1,883.89. Failure to resolve these issues is a breach of contract by PCW.
PCW is going around in circles with their arguments and accusations. The company has failed to provide any substantive follow up or documentation supporting their claims. I have been patient enough to try to resolve the cabinet issues on numerous instances, and in a reasonable manner. If PCW had wished to resolve the cabinet issues, the company should have stood by their product and addressed all problems in the very beginning.
At this point, I question if PCW even has a written warranty or policies to abide by? I can't trust that the company will correct the cabinet problems in a reasonable period of time since it's been nearly a year to get to this point. In conclusion, it is obvious that PCW values profit, rather than principles.