Rubber Cal Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.From: *** *** Date: Sun, Feb 22, at 12:PMSubject: Status of Filing ***To: "***"
San Diego Revdex.com,
I am contacting your office to find out the status of the filing on Complaint ID *** ( ***). I sent a rebutal letter to the response from Rubber Cal, after speaking with *** in your office on Dec 19th I have attached the letter to this emailAt this time the case is still showing closed on your website and I am requesting a status update on this matterThank youSincerely,
*** ***
***
Revdex.com of San Diego
*** ***
***
San Diego Revdex.com, Dec
After speaking to *** on Fri Dec 19th I am respectfully requesting that my case with Rubber Cal be reopened. The Complaint ID is *** ( *** )
The response that you received from Rubber Cal is not factual and is erroneous on many accountsI have pulled my phone records from Sprint, which refutes many of the claims that Rubber Cal has made
Let me begin with the fact that I only received tiles and not ( as stated in paragraph , line of Rubber Cal’s letter), from my initial order placed with Ricardo and Matt, on June and paid for on June 15, 2015. If I indeed was charged for I would like to receive the additional tiles
The initial claim of compensation was offered only after the order was placed and paid for. Three days later I was informed of the item being out of stock and I at that time I insisted upon speaking to a supervisor, *** ***. I was informed the tiles were indeed out of stock and would take “weeks” to be back in stock then an additional week for shipping. This was discussed in a series of phone calls, which began on June and was finalized with *** on June 18th during a min long call. At this time there was an offer of an additional 4% discount due to the 6-week delay of the product
My concern began when on June 28th when I received a call inquiring if I was still interested in placing an order with Rubber Cal. Unclear as to the confusion I returned the call on June 31st, and informed the agent that I had already ordered and paid for tiles, and was waiting on the week delivery delay. This is just an example of the lack of organization and communication that I have witnessed with Rubber Cal
My next contact with Rubber Cal was on August 1st when I contacted them for a “week” order update. During a minute, and then a minute follow up call, I was informed by *** *** that the tiles would be another weeks as they were coming from China and had not been received yet. It was at this time that I asked to speak with his supervisor as to the continued delay of the product. I was informed that there was no supervisor above *** that I could speak to and that while they were sorry for the delay there was nothing additional that could be done
I then called bi-weekly and was continually told that it would be more weeksMy calls were on August 14, Sept 8th, Sept 24th, October 8th and finally on October 10th. It was on October 10th that I was informed only part of the order was in and that the other color could be another “or more weeks” I was never offered an option of a different color choice and was informed they could ship the partial order, but would be charged an additional freight charge I also never received calls from Rubber Cal during this time, it was my repeated calls to them, inquiring on updates. As I was coming into winter and my frustration at this point had reached a climax, it was on the phone with *** *** during a minute long call, that I told him to “cancel the order” I also asked to be transferred to the CEO, *** ***, so that I could inform him of my disgust with the entire process. I was transferred to extension and left a voicemail, which was never returned
On Oct 31st 2015, I received a phone call from FedEx Freight in Columbia, MO, informing me that they were in possession of pallets of tiles to be delivered on Mon Nov 3rd, 2015. My surprise to this call prompted a minute long call with *** as to the confusion on the cancelled order and the business tactics of shipping an order after a customer had cancelled it. I informed *** that the order was their error and that unless compensation was made the order would not be received. After this conversation *** informed me he would speak with his superiors and call me back. I never received a return call, rather an email, informing me of the shipping charges and restocking fees I would be liable for if the order was refused
This type of business practice is inexcusable and I hope is not indicative of how Rubber Cal is allowed to operate. The lack of communication and empathy for the extensive delay is unacceptable. The entire process with Rubber Cal was a series of misinformation and deceit. Certainly had I been informed that the process could in fact take months for an “ in stock” product, I would have not placed the order in the first place. The insult to it all is that Rubber Cal shipped the product after the order was cancelled. When I asked *** about why I was not contacted about the order being shipped the response was “ you should have received notification and a tracking number for the shipment”. I did not, and the reason is, that Rubber Cal knows the order was cancelled and forced the shipment
This type of business practice is illegal and unethical. Rubber Cal, its managers and CEO should not be allowed to preform business in this manner. I request that Rubber Cal reimburse $ for the forced shipment and that they ship the additional tiles immediately
Thank you for your assistance in this matter
Sincerely,
*** ***
*** ***
***
Regards,*** ***

The customer contacted us to claim that one of our products, the Tuff-n-Lastic rubber mat, which she used as a mat for her dog’s pen, soaked up her dog’s urine and caused moisture damage on her wooden floor. We dispute this claim because the product in question simply does not allow for any moisture...

absorption. The damage that occurred must have been caused by liquid seeping off the sides of the mat and getting trapped underneath it. Without proper maintenance of the area, such as regular cleaning, it is possible for trapped moisture to stain wooden surfaces. According to the customer, the product in question is actually the second such product of its type that was purchased. In fact the customer ordered these products directly through [redacted] without any consultation with our product specialists. By her own admission, the first mat that she purchased in July did not absorb any moisture. That is to be expected because the Tuff-n-Lastic rubber mat is made from solid vulcanized rubber. Its construction does not allow for any liquid or solid matter to soak or pass through it, unless there is a physical tear in the body of the material. Based on her descriptions, the second mat sounds like a different product in our inventory made from crumb rubber. That product is made from granular rubber crumbs glued back together and as a result it does exhibit a slight degree of moisture absorption. When our product specialists are discussing animal care matting options with customers, crumb rubber’s moisture absorption is a feature that is brought up as a potential drawback. We make it a practice to provide the pros and cons of each product so that customers can make an informed decision. In order to assist the customer, we requested that she send pictures of the product in question. She did send a picture in her first contact with us but the product was too distant for us to get a close-up look at it. We request this because the Tuff-n-Lastic mat and the crumb rubber mat have different surface textures. This would allow us to determine if the second mat that she received is the correct product or not. Again, from her description it sounds like she may have received the incorrect product. Unfortunately the customer has not been accommodating to us for our request for clearer pictures. The customer is demanding that we pay for her security deposit or cover the repairs for the floor. We cannot agree to this because we are not responsible for the lack of maintenance in this situation nor are we liable for any incorrect product received through third party fulfillment centers such as [redacted]. As stated in Section 3 Part G of our warranty, improper maintenance caused by pets during the service life of the product is not covered under the warranty. We are willing to provide replacements mats at no cost to the customer, but we cannot be held liable for damages where the exact cause is unclear.