RBG Kitchen & Bath

To whom it may concern:We have contacted the customer, and he was given options He opted to go with the 2nd option which was pressing on with the fabrication and installation of the cabinets and countertops They are currently under production and will be ready for installation shortly Our CEO has been in contact with the customer, and we deeply apologize for all of the issues that have arisen with this job

The customer was called on July 15th and a message was left On July 17th, customer spoke with a representative and she said she would call back She did not call back A representative called customer again on July 17th and left a messageWe have yet to receive a response All efforts have been made to resolve this issue and the customer has not responded We are handing her account over to our accounts receivable departmentThank you

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and agree they're making strides to resolve the issue but it is still an on-going issue. They've provided an expected completion date of 1/23, which if is completed on that date will be acceptable to usI will wait until for the business to perform the remaining action and, if it does, will consider this complaint resolved.Regards,*** ***

My parents need thier cabinets fixedMy Mom passed July ..Dhe never got to see the final project from the absolute mess upNow out of businessOur cabinets went in in May They now look like they are years oldPaint off scratches wrong stain on ever cabinets not lining up properly handles not properly put in everyone should come see our cabinets now thier out of business....scammers and unprofessionalism espFrom Brian F., Brian, Todd, and Mike Do the right thing and come fix my parents cabinets

To whom it may concern:We have contacted the customer, and he was given 2 options.  He opted to go with the 2nd option which was pressing on with the fabrication and installation of the cabinets and countertops.  They are currently under production and will be ready for installation...

shortly.  Our CEO has been in contact with the customer, and we deeply apologize for all of the issues that have arisen with this job.

The customer was called on July 15th and a message was left.  On July 17th, customer spoke with a representative and she said she would call back.  She did not call back.  A representative called customer again on July 17th and left a message. We have yet to receive a response....

 All efforts have been made to resolve this issue and the customer has not responded.  We are handing her account over to our accounts receivable department. Thank you

We have recently installed the granite into Mr [redacted]'s home.  Our cabinet manager has been in constant contact with Mr [redacted] and will see this through until Mr [redacted] is completely satisfied.  We want to ensure that he is happy and satisfied with the completed project.

I signed a contract for cabinet and granite installation in early November 2014 with this company. I was told by [redacted], the sales manager that it would take about 3 weeks for installation. My deposit for $5,000.00 was cashed by Homedge on 11/14/2014. Today is December 27, 2014 and I still have no idea what is going on with my installation. I have been given excuses and run arounds by various employees including [redacted] and [redacted]. I have no idea who is in charge of my job. The last time I spoke to [redacted] he asked if a [redacted] had called about the installation of my cabinet because the stain had been completed. I said no, I had not heard from any one. [redacted] then says, "Oh [redacted] must be swamped/overwhelmed with work".
To say I am disappointed by this company and their unprofessional behavior does not even begin to explain it. I do understand that we have had some holidays in between my signing the contract and today - but I still don't think that should be an excuse as to why as of today I still have no clue as to when my cabinets or granite will be installed and I have no idea who is managing my job. I have called several times and they always say they will call back with an update - then silence till I call again.

Mr. [redacted]'s job has been completed and according to our cabinet manager he is satisfied.  thank you

To resolve this customers issues, [redacted] LLC provided a 20% Discount Off the entire job and provided our Standard Warranty, which was acceptable and satisfactory to the [redacted] Family.  We certainly hope that our reputation for quality products and services will not be further diminished in the marketplace.
Thank you

Response: Please be aware that this same customer submitted the same claim to the [redacted], and we have responded the same to them as well.  RE: Complaint ID# [redacted] HomEdge takes our business very seriously, and uses every effort to...

resolve any customer issues as quickly and effectively as possible.  Unfortunately, we this employee go recently and just discovered that there was this complaint that was not dealt with.  It was in their files, and the email did not forward to us, and therefore I am just now able to review and respond.  Fortunately, I did have involvement in this issue, and can speak to the facts, from our side.  A couple of points of clarification:·         HomEdge, LLC was the business name since Aug 2013·         Prior to that, they were operating as RBG Kitchen & Bath, and Direct Granite·         [redacted] is not now, nor ever was connected to our company, or was part of the company·         Our company has never had any contract (verbal or written) with the persons making this complaint·         Our company does not do any services without a written contract and a deposit·         Our company has never had a name even close to [redacted]We were contracted by [redacted] in January of 2014 to do fabrication and install of some granite for them, but their customer was [redacted] & [redacted].  Apparently around that time, or sometime thereafter, [redacted] & [redacted] became acquainted with [redacted], who sometimes represents himself as [redacted] (I believe that company is owned by [redacted] brother).  [redacted] also did do outside sales for us as an independent contractor on an occasional basis.  When he acted in that regard, he would present jobs to us that Homedge would then directly contract with for new business.  This client was never brought to us.  [redacted] & [redacted] decided to have [redacted] do work for them.  [redacted] never proposed any work to us, and we never had any agreement, verbal or written with the [redacted]’s. In my discussions with [redacted] & [redacted], they did admit that they did do business with [redacted], and that they did make the error of doing so without and written agreement.  We do not do any business with [redacted] since early this year due to our own opinions about his lack of professionalism.  It is our understanding (based on what [redacted] & [redacted] told us) that [redacted] helped them pick out granite slabs at AZ Tile, had them pay for it, then he had it delivered to our facility.  We did not have any job associated to it, nor did we collect or pay any monies regarding this, as we never had a direct relationship with these people.  From what we can tell, [redacted] made sure he was at Homedge to “receive” the material that was purchased by [redacted] & [redacted].  It is not unheard of for an outside sales rep to have material on our site (or delivered to our site) that they “tag” as theirs (paid for/owned)—this is sometimes done if they have a client that they are preparing to submit a contract/customer/order to us once they get it nailed down with the people.  So, it appears that this is what [redacted] did.  But, he never did turn in a job/order, and at some point he removed the material from our site.  It could only be released (allowed to leave) by the name “tagged” to the stone, which would have been [redacted].  He even used the name “[redacted]” on the AZ Tile order/delivery.  The bottom line is that [redacted] & [redacted] realized that [redacted] turned bad on them, and then he said he did not have their material.  [redacted] even suggested to them that they should ask us for the material.  Of course, we had no order or customer records associated to these people, or the material, so we had to do some digging to figure out the facts.  We told [redacted] & [redacted] that we would research the situation and advise them of everything.  We spent time going through our records, and contacting Apache Rose Restoration, as well as AZ Tile to collect any and all data we could.  We provided all data that was discovered, and thought that they would be appreciative of our efforts to help them get a more clear picture of what happened.  We figured they would be sad and frustrated at the loss, but relieved to know that we were able to confirm the real facts so that they could pursue [redacted] for damages.    Instead [redacted] became hostile with me and very rude.  He started accusing us first of stealing his material, then he softed that to saying that we “lost” his material.  He demanded that we pursue legal action against [redacted], and that we reimburse him for their loss.  I explained that I had no “cause”, nor any damages, as we had not been a party to the transactions between [redacted] & [redacted] and [redacted].  I explained that just because [redacted] used our location to store the material for some period of time, it did not make us a party to their relationship, nor did it make us responsible for their losses.  I did express our frustration and our sympathies, as we had learned through other examples of [redacted]’s dishonest practices.  As a good will gesture, I even offered that we would agree to allow them to use our buying power/discount to get our cost for new material, and that we would do the fabrication and install at cost (assuming we secured a contract, etc.).  I thought they would appreciate this, but [redacted] was very nasty at that point.  He told me that we were thieves, and accused us of conspiring, as well as saying that I was simply trying to “con” them.  I was stunned.  I reminded him that that once they explained their issue, we agreed to research the issue and report all info to them.  We then turned over 100% of all the findings and that further showed that we had nothing to hide, and we were acting in good faith for a customer that we never even dealt directly with.  He became so rude and nasty at this meeting that his wife started crying and she was trying to get him to calm down and reconsider.  She apologized for him, and he then started yelling at her in front of me.  It was very uncomfortable.  I finally made it clear that no matter how nasty or demanding he was with us, that his issue was with [redacted], and that he should use his info and all the info we provided to pursue legal action against [redacted].  He told me that that was our responsibility and he would sue us, amongst other additional angry comments.   At this point he was histarical, his wife was crying, and we ended the meeting with him screaming at me as he walked out the door.  I really was shocked, as I thought the meeting with him was going to be about us helping them confirm the details so they could seek action on [redacted], and how we would try to help them as a new and direct resource (my offer for cost, etc.).  Instead it became very ugly.  We have never had any direct contract or relationship with these people.  We never tried to hurt them or to deny them anything.  They were taken advantage of by [redacted], and when they realized [redacted] was small, and we were a large business, they decided to try and hold us responsible.  I hope this helps to clarify our position.  I would be happy to fill in any gaps.  Please feel free to call or email me directly (**: ###-###-####, [redacted].[redacted] ).  And again, we are sorry for the late response.  I should have taken more care to check files for people that were laid off.    Sincerely, [redacted], COO/CEOHomEdge, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Response to[redacted]’s letter to Revdex.com:Complaint ID#: [redacted] Mr. [redacted]’s reply to our complaint is rife with errors and falsehoods:1.     In January 2014 HomEdge was contracted by [redacted] on our behalf to fabricate and install granite in our rental home at [redacted] in [redacted].  ** said their customer was [redacted] & [redacted], which is false.  My husband’s full name is [redacted]. ([redacted] and I am his wife, [redacted], not [redacted].  (Another fact that [redacted] has completely wrong.)As this business performed work for us as homeowners, [redacted] remark that they have never had any contract written or verbal with us, is not true.  [redacted] and I were the ones who contracted with Apache Rose to perform the kitchen remodel and HomEdge was a subcontractor for that job.  (Please see invoice #[redacted], dated 1/16/2014 showing that 2 slabs of coliseum classic granite were purchased from Arizona Tile and delivered to [redacted], AZ [redacted] for “[redacted]/Remodel”).  [redacted] met with [redacted], the shop foreman prior to the fabrication of the granite for the rental home kitchen and together he and [redacted] chose the most beautiful portion of the granite to be reserved as two vanity length slabs for the custom home we were planning to build.  [redacted] saw these custom-cut slabs at HomEdge after the remodel project was complete when he went back to HomEdge to thank [redacted] and crew for doing a great job.2.     ** says [redacted] is not now, nor ever was connected to their company, but the business name on Invoice #[redacted] is [redacted] Brothers Contruction, Inc. at the same address as Homedge. (See attached documents) 3.     [redacted] was the superintendent over the remodel job and and was an agent of HomEdge’s kitchen division, RBG Kitchen and Bath, LLC also located at [redacted], AZ [redacted]. (See Invoice #[redacted] which records payment for the remodel project.)4.     ** said that [redacted] and I decided to have [redacted] do work for us.  That is not true.  We planned to have HomEdge fabricate and install the granite for our new home, as we were extremely pleased with the great job done by this business on our remodel project, that is why we shipped 3 new slabs of tortuga granite purchased at Arizona Tile to HomEdge to be held while we were planning the construction of our new home in East [redacted] (See Invoice #[redacted]). 5.     The reason there was no wrtten contract, was that we were waiting for [redacted] to provide a bid for us.  In his capacity as a representative of Homedge, we asked [redacted] to come out and measure the model ofthe home we were building.  He did so on February 14, 2015.  When he didn’t send the bid, after a few weeks we called HomEdge to find out how to contact him and were told that “[redacted] is no longer employed by us.”  The fact that we were told that indicates that he was not just an independent contractor working occasionally for the business.  As stated before, [redacted] was the superintendent on the remodel job that HomEdge admits was contracted on our behalf, and we paid their invoice in full.  6.     Al also falsely stated that [redacted] helped us pick out our tortuga granite and had it delivered to HomEdge, where supposedly he was there to receive the material. It was not [redacted] who received the tortuga granite, but the shop foreman, [redacted] personally reviewed the condition of the three tortuga slabs with [redacted] after they were received.  He also noted that the two vanity length slabs of colliseum classic had been cut to his specifications.7.     Al also stated that he “researched” and spent time going through records, and contacting AZ Tile to provide all relevant information for us.  This is an absolute lie, as [redacted] and I are the ones who spent timedigging up all the records and provided them to [redacted], who had told us “they (HomEdge) would make everything right”.  It was [redacted] who requested that we provide documents proving our granite was delivered to HomEdge.  [redacted] then forwarded all of our records to Al before our meeting with him on April 28, 2015.  8.     In his response to the Compliant, ** tried to appear compassionate and caring about our sitution by saying he offered to allow us to use their buying power/discount to get their cost for new material.  This isa BOLD-FACED lie.  Not only did he never offer this, but the only thing he offered was a possible “discount” on fabrication, if we purchased new granite on our own.  He was cold and arrogant in our meeting  withhim on April 28th and even though he admitted our granite was delivered to the business, he said “I don’t see how that’s my problem” and when we pointed out that the two vanity-length slabs colliseum classic granite from the remodel job were also missing, [redacted] comment was that he isn’t responsible for customer’s “scrap”!9.     We have witnesses that say they saw our granite in an auction held January 23-28, 2015 by HomEdge.  10.  [redacted] contacted [redacted], owner of HomEdge, to give him the chance to repair our losses.  [redacted] stated that “The business is closed.  Do what you want.” 11.  The bottom line is this:  Our granite was delivered to HomEdge.  They were hired and received payment for a kitchen remodel job with two vanity-lengths of colliseum classic from that job reserved for our new home.  Three additional slabs of tortuga granite were delivered there.  All five slabs are now missing, and an auction was held in January of this year, which we were unaware of until we discovered our granite was missing.  12.  The account of our meeting with ** was embarrassing and ridiculous.  I did not cry, but was greatly distressed to discover that **, the CEO, had no intention of “making it right”, as we had been told by his sales staff -not only [redacted], but also by [redacted], Sales and Office Manager for HomEdge.  My husband was firm in pointing out that it was the business’ responsibility to replace the granite, (that even ** admitted was delivered there,) and had either been sold, traded, or used for another customer’s job.  The amount of our loss is $4,000.  Someone benefited from our granite and we believe it was probably sold in the auction held in January 2015 by AuctionAZ.com, authorized by HomEdge.  We intend to prosecute [redacted] and Victor [redacted], and post this as a warning to anyone that may consider doing business with them, that they are total shams.  We invite readers to consult anyone in the granite business about them, and they will quickly see that their reputation proceeds them, and fraud and theft follows them.

Regards,

To whom it may concern:We have contacted the customer, and he was given 2 options.  He opted to go with the 2nd option which was pressing on with the fabrication and installation of the cabinets and countertops.  They are currently under production and will be ready for installation...

shortly.  Our CEO has been in contact with the customer, and we deeply apologize for all of the issues that have arisen with this job.

Mr. [redacted]'s job has been completed and according to our cabinet manager he is satisfied.  thank you

We have recently installed the granite into Mr [redacted]'s home.  Our cabinet manager has been in constant contact with Mr [redacted] and will see this through until Mr [redacted] is completely satisfied.  We want to ensure that he is happy and satisfied with the completed project.

The customer was called on July 15th and a message was left.  On July 17th, customer spoke with a representative and she said she would call back.  She did not call back.  A representative called customer again on July 17th and left a message. We have yet to receive a response....

 All efforts have been made to resolve this issue and the customer has not responded.  We are handing her account over to our accounts receivable department. Thank you

Response: Please be aware that this same customer submitted the same claim to the [redacted], and we have responded the same to them as well.  RE: Complaint ID# [redacted] HomEdge takes our business very seriously, and uses every effort to...

resolve any customer issues as quickly and effectively as possible.  Unfortunately, we this employee go recently and just discovered that there was this complaint that was not dealt with.  It was in their files, and the email did not forward to us, and therefore I am just now able to review and respond.  Fortunately, I did have involvement in this issue, and can speak to the facts, from our side.  A couple of points of clarification:·         HomEdge, LLC was the business name since Aug 2013·         Prior to that, they were operating as RBG Kitchen & Bath, and Direct Granite·         [redacted] is not now, nor ever was connected to our company, or was part of the company·         Our company has never had any contract (verbal or written) with the persons making this complaint·         Our company does not do any services without a written contract and a deposit·         Our company has never had a name even close to [redacted]We were contracted by [redacted] in January of 2014 to do fabrication and install of some granite for them, but their customer was [redacted] & [redacted].  Apparently around that time, or sometime thereafter, [redacted] & [redacted] became acquainted with [redacted], who sometimes represents himself as [redacted] (I believe that company is owned by [redacted] brother).  [redacted] also did do outside sales for us as an independent contractor on an occasional basis.  When he acted in that regard, he would present jobs to us that Homedge would then directly contract with for new business.  This client was never brought to us.  [redacted] & [redacted] decided to have [redacted] do work for them.  [redacted] never proposed any work to us, and we never had any agreement, verbal or written with the [redacted]’s. In my discussions with [redacted] & [redacted], they did admit that they did do business with [redacted], and that they did make the error of doing so without and written agreement.  We do not do any business with [redacted] since early this year due to our own opinions about his lack of professionalism.  It is our understanding (based on what [redacted] & [redacted] told us) that [redacted] helped them pick out granite slabs at AZ Tile, had them pay for it, then he had it delivered to our facility.  We did not have any job associated to it, nor did we collect or pay any monies regarding this, as we never had a direct relationship with these people.  From what we can tell, [redacted] made sure he was at Homedge to “receive” the material that was purchased by [redacted] & [redacted].  It is not unheard of for an outside sales rep to have material on our site (or delivered to our site) that they “tag” as theirs (paid for/owned)—this is sometimes done if they have a client that they are preparing to submit a contract/customer/order to us once they get it nailed down with the people.  So, it appears that this is what [redacted] did.  But, he never did turn in a job/order, and at some point he removed the material from our site.  It could only be released (allowed to leave) by the name “tagged” to the stone, which would have been [redacted].  He even used the name “[redacted]” on the AZ Tile order/delivery.  The bottom line is that [redacted] & [redacted] realized that [redacted] turned bad on them, and then he said he did not have their material.  [redacted] even suggested to them that they should ask us for the material.  Of course, we had no order or customer records associated to these people, or the material, so we had to do some digging to figure out the facts.  We told [redacted] & [redacted] that we would research the situation and advise them of everything.  We spent time going through our records, and contacting Apache Rose Restoration, as well as AZ Tile to collect any and all data we could.  We provided all data that was discovered, and thought that they would be appreciative of our efforts to help them get a more clear picture of what happened.  We figured they would be sad and frustrated at the loss, but relieved to know that we were able to confirm the real facts so that they could pursue [redacted] for damages.    Instead [redacted] became hostile with me and very rude.  He started accusing us first of stealing his material, then he softed that to saying that we “lost” his material.  He demanded that we pursue legal action against [redacted], and that we reimburse him for their loss.  I explained that I had no “cause”, nor any damages, as we had not been a party to the transactions between [redacted] & [redacted] and [redacted].  I explained that just because [redacted] used our location to store the material for some period of time, it did not make us a party to their relationship, nor did it make us responsible for their losses.  I did express our frustration and our sympathies, as we had learned through other examples of [redacted]’s dishonest practices.  As a good will gesture, I even offered that we would agree to allow them to use our buying power/discount to get our cost for new material, and that we would do the fabrication and install at cost (assuming we secured a contract, etc.).  I thought they would appreciate this, but [redacted] was very nasty at that point.  He told me that we were thieves, and accused us of conspiring, as well as saying that I was simply trying to “con” them.  I was stunned.  I reminded him that that once they explained their issue, we agreed to research the issue and report all info to them.  We then turned over 100% of all the findings and that further showed that we had nothing to hide, and we were acting in good faith for a customer that we never even dealt directly with.  He became so rude and nasty at this meeting that his wife started crying and she was trying to get him to calm down and reconsider.  She apologized for him, and he then started yelling at her in front of me.  It was very uncomfortable.  I finally made it clear that no matter how nasty or demanding he was with us, that his issue was with [redacted], and that he should use his info and all the info we provided to pursue legal action against [redacted].  He told me that that was our responsibility and he would sue us, amongst other additional angry comments.   At this point he was histarical, his wife was crying, and we ended the meeting with him screaming at me as he walked out the door.  I really was shocked, as I thought the meeting with him was going to be about us helping them confirm the details so they could seek action on [redacted], and how we would try to help them as a new and direct resource (my offer for cost, etc.).  Instead it became very ugly.  We have never had any direct contract or relationship with these people.  We never tried to hurt them or to deny them anything.  They were taken advantage of by [redacted], and when they realized [redacted] was small, and we were a large business, they decided to try and hold us responsible.  I hope this helps to clarify our position.  I would be happy to fill in any gaps.  Please feel free to call or email me directly (**: ###-###-####, [redacted].[redacted] ).  And again, we are sorry for the late response.  I should have taken more care to check files for people that were laid off.    Sincerely, [redacted], COO/CEOHomEdge, LLC

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID[redacted], and agree they're making strides to resolve the issue but it is still an on-going issue.  They've provided an expected completion date of 1/23, which if is completed on that date will be acceptable to us. I will wait until for the business to perform the remaining action and, if it does, will consider this complaint resolved.Regards,[redacted]

To resolve this customers issues, [redacted] LLC provided a 20% Discount Off the entire job and provided our Standard Warranty, which was acceptable and satisfactory to the [redacted] Family.  We certainly hope that our reputation for quality products and services will not be further diminished in the marketplace.

Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 

I find it odd that they say we have been unresponsive. We have been coordinating with this company about product defects, incomplete installation, and repairs since the install that commenced 4-5 days after we were told it would start on February 15th. We had our contractor rip out our kitchen in preparation for the install, only to find out that the person who called and stated the install would be on the weekend was in error. So we moved into our new house, and had to live in dust and chaos for months to come due to all the issues we had.

We have an email string ongoing all month in June and into July relating to finalizing payment, which I personally initiated on June 13th. The following is a list of email dates I found between us and one of the owners of [redacted]: 6/13, 6/17, 6/24, 6/26, 7/8, 7/21, 7/22. Additionally, we have spoken on the phone about this in July on various occassions. We thought that we had potentially come to a financial agreement, but we are waiting to recieve a warantee statement, as well as the owner promised extended warantee and continued customer service in an email dated 6/17/14. Additionally, we were told this morning that the discount offer was contingent upon removing all complaints from the Revdex.com. This was not part of our negotiation process.

Attached is a picture showing their install solution, to hide a valve at the interface of two cabinet boxes instead of communicating that we had a conflict and needed to move the plumbing; also attached is picture of typcial product defects found for the dove tail drawers. After coming out to replace these, drawers were brought out with similar defects and/or composite patches applied over the wood.

Below is one of the many email correspondence strings that started after install indicating issues:

Date: Mon, 24 Feb 2014 09:29:44 -0700

From:[redacted]

To: [redacted]

Subject: [redacted] install

[redacted]: Good morning. There is a long punch list in order to finish my job.· Pantry rev-a-shelf is not built· Cracked cabinet door left of dishwasher· Incomplete stain on island panel left· Stain touch up from closing cabinet doors while wet· Upper shelf pins are missing for 15” deep· Soft close hinges· Panels to attach pantry doors and trash to rev-a-shelf· Several other items… I am not sure what you based my sink cabinet on, but it is certainly not the Blanco sink I was planning for. I had relayed to you that I wanted to use the black granite composite sink I bought from Direct Granite last year. I recently looked up the specs for the Blanco, and it needs a minimum 36” cabinet. I have a 33” wide cabinet. Please advise as to the schedule for completion. Thank you.