Tutti Frutti City Place LLC

To Whom It May Concern, Please see the email that was sent moments ago to the customer below Hi [redacted] , I hope this email finds you wellIt has been brought to our attention that you are in need of some replacement hinges for the cabinets that you purchased from us in Our records show that hinges were ordered when you first requested them in August and the Fed Ex tracking number showed that they were delivered with your replacement doorHowever perhaps there was some confusion and the hardware was left on the truck but the door delivered? In any case, we apologize for the confusion and would like to order new hinges for you at no cost, to be delivered to our main office in OrangeWe would then like to send an installer to your home to bring and install the new hinges and inspect the paint issues that you are describingHow many hinges do you need replaced? Fabuwood is closed until this Wednesday April 19, for the Jewish HolidayHowever, once we know how many hinges you need we can send an order to them so that it can be processed as soon as they return to their business hoursOnce we receive the hinges we will have the installer reach out to you, to arrange a time for him to visit that is convenient for youPlease let me know if you have any further questions! Regards, [redacted] Customer CareCabinets Direct USA [redacted] ###-###-####

On our first meeting, the customer told me theirceiling height was 96", along with the other measurements they gave me soI could do a preliminary drawing for themWhen [redacted] (the installer) did the measurements, henoted on the drawing that the ceilings were VERY UNLEVELED, and went from97" to 1/2" , see ***'s drawingThe customer said they wantedthe cabinets to go to the ceiling, so I pointed this out and discussed it withthe customer, and the customer was told they are responsible for leveling theirceiling in order for this design to workThe ceiling had to be leveled down to96", as shown on the elevations, which they were explained this to andsigned off on ( note the elevation drawings show 96" height, confirmingour discussion of the matter)Customer said okTheir contractor DID NOT follow the floor plan andelevations, and built an 8" sheet rock soffit instead which now makes thecrown molding and fascia board unusable, see our drawings and pictures sent bythe customer, who told me twice the cabinets went right to the ceiling, whichfrom HER pictures, clearly shows the top of the cabinets to the bottom of the8" soffit their contractor put in, NOT THE CEILING, instead of levelingthe ceiling THEIR CONTRACTORS FAULT, or their fault for not telling thecontractor he had to level the ceiling down to 96"Her second issue as per the granite, there are NOBACKSPLASHES requested or shown on ANY of the drawingsCustomer said they wereusing tileWhen the customer was told this by me, she then changed her storyand said I told her the underside of the granite would be finished at least 11/2"I would NEVER tell that to a customer, because in my + years ofdoing this, I've never seen this done, and maybe we confused each other whentalking about it, as I may have told her the height of the granite tops were 11/4" high, and yes, all edges would be finished to match the other edgesin the kitchenIn summary, the customer and her contractor DID NOTfollow the blueprints and elevation drawings and my advice to level off theirceiling, so their contractor took a short cut and built the soffits where therewere to be none, thus rendering the molding unusableDidn't one of the THREEcontractors see molding on the drawings? And if they did, WHY were we notcalled BEFORE they went any further? Points to be taken: What kind of contractor would install cabinets withoutfirst leveling a ceiling which is off by an inch and a half? The cabinets willalways be level, so wouldn't the contractor advise the customer to level theceiling so it looks right? Contract was gone over at signing for at least 45minutes, with each drawing explained and SIGNED OFF ONWe are not responsible to put the customers walls andceilings in level and plumb condition so their cabinets fit properlyIt is thehomeowner/installers responsibility to level and plumb walls and ceilings socabinet design will work, especially after they were told soWhy didn't the customer contact me BEFORE one of theTHREE contractors told her it could not be done? Why did she let the contractorbuild the soffit and install the cabinets if she were told that it wouldn'twork (which it WOULD have WORKED if the ceiling was leveled to 96")? Whywait until it was DONE and then call to complain? My feeling is she did not let the contractor know he hadto level the ceiling down to 96", and he just put the cabinets up figuringthere was to be a soffit, instead of questioning the prints which CLEARY SHOWmolding to the ceiling at 96"Then the customer wants to complain aboutit AFTER it is done? You can never satisfy all of the people, especially thosepeople who felt they paid for something they did not useHer actual complaintshould be with the contractor for not following the design on the floor plan,elevation drawings, and perspective drawings, clearly showing NO SOFFITS, andusing the moldings as specified after the ceiling is leveled

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Please refer to the attached document for a very detailed account of the facts as they happened after our customer *** *** and her husband *** *** received their cabinetsThis document is a combination of the customer's signed contract, photos of the customer's
kitchen, photos of the cabinet in question and a string of emails between the customer and our companyThis is the document that was sent to *** ** *** in September, when the customer disputed her credit card for the amount of 13,After reviewing our response, *** ** *** ruled the case in our favor. To summarize our response in the paged document attached, as you know, Cabinets Direct USA is a cabinet supplier who offers design services, but we do not do installationsThe service that we supplied Ms*** and Mr*** was to order their needed cabinets and to provide them with a very detailed kitchen design for their contractor to follow.After receiving and installing their cabinets, the customer realized that they received cabinet in errorAlthough it was ordered correctly by us, the manufacturer shipped the cabinet in the wrong sizeThe customer then accepted the cabinet, unboxed the cabinet and their contractor installed the cabinetThe customer then let us know that the cabinet had arrived wrong after it was installedAlthough our cabinet manufacturer would not accept a returned cabinet once it had been screwed to the wall, our customer service team offered the customer many options to rectify the situation with the hope of satisfying the customer, even offering the customer multiple parts that they did not pay for to help them achieve their desired look. In the customer's Revdex.com complaint, she mentions her soffit and refrigerator cabinetPlease see pages - of the attached document that explains and proves in detail, that the customer's contractor did not follow the kitchen design layout and did not properly prepare the existing space for the customer's desired kitchen lookThe designer even put a large note on the floor plan that said " Contractor to adjust soffit and baseboard heating as per this plan", which the contractor did not do. We regret to hear that the final outcome of the customer's cabinet installation is causing her emotional distressThe product that we provided the customer was exactly what she signed for and ordered, and any issue that did arise with the product themselves, were quickly addressed by our company and solutions were found and offeredWe truly believe that we were very willing to help this customer and hope that you will agree based off of the attached thread of emails.Please let us know if you have any further questions

I am rejecting this response because:
In the first place a sales person with yrs of experienced should have suggested not to go with crown molding, knowing about the unleveled ceiling, but instead told us everything should fit fine, just to make the sale happen That's called unethical business if u know something is not going to work, why sale it? I did put several calls in and there were no answer I have never changed no story I've always been clear and firmed about this situation If I went ahead and proceeded to finish up my kitchen is because time was passing by and We needed our kitchen available Who would wait over a month to get the problem resolved when you don't have money to waist eating out every day? The sales person (Frank) was contacted unsuccesfuly, and then finally got to speak to him, and arranged to come over and take a look at the problem, but that never took place Anyone can make business that way they are not the ones loosing moneyIf I need to take this further then will do, but I want $for measurement that was charge to us refunded to back us, and $that was charge for the unusable crown molding Frank told us that they needed to charge $to protect ourselves in case anything went wrong, that they would be responsible if any went wrong The different contractors that came and try to use the material for the Crown molding could not use it due to poor measurement

Cabinets Direct has agreed to fully refund the money I paid for the cabinets, cabinet doors, shelves in dispute upon their return to the Livingston, NJ store that I purchased them from I withdraw complaint *** to you. I thank you for being an avenue a consumer can turn to
when a business in NJ wrongs customers

To Whom It May Concern, Please see the email that was sent moments ago to the customer below.  Hi [redacted], I hope this email finds you well. It has been brought to our attention that you are in need of some replacement hinges for the cabinets that you purchased from us in...

2015. Our records show that hinges were ordered when you first requested them in August 2015 and the Fed Ex tracking number showed that they were delivered with your replacement door. However perhaps there was some confusion and the hardware was left on the truck but the door delivered? In any case, we apologize for the confusion and would like to order new hinges for you at no cost, to be delivered to our main office in Orange. We would then like to send an installer to your home to bring and install the new hinges and inspect the paint issues that you are describing. How many hinges do you need replaced? Fabuwood is closed until this Wednesday April 19, 2017 for the Jewish Holiday. However, once we know how many hinges you need we can send an order to them so that it can be processed as soon as they return to their normal business hours. Once we receive the hinges we will have the installer reach out to you, to arrange a time for him to visit that is convenient for you. Please let me know if you have any further questions! Regards, [redacted] Customer CareCabinets Direct USA[redacted]###-###-####

1. On our first meeting, the customer told me theirceiling height was 96", along with the other measurements they gave me soI could do a preliminary drawing for them. When [redacted] (the installer) did the measurements, henoted on the drawing that the ceilings were VERY UNLEVELED, and went from97" to 98...

1/2" , see [redacted]'s drawing. The customer said they wantedthe cabinets to go to the ceiling, so I pointed this out and discussed it withthe customer, and the customer was told they are responsible for leveling theirceiling in order for this design to work. The ceiling had to be leveled down to96", as shown on the elevations, which they were explained this to andsigned off on ( note the elevation drawings show 96" height, confirmingour discussion of the matter). Customer said ok. 2. Their contractor DID NOT follow the floor plan andelevations, and built an 8" sheet rock soffit instead which now makes thecrown molding and fascia board unusable, see our drawings and pictures sent bythe customer, who told me twice the cabinets went right to the ceiling, whichfrom HER pictures, clearly shows the top of the cabinets to the bottom of the8" soffit their contractor put in, NOT THE CEILING, instead of levelingthe ceiling . THEIR CONTRACTORS FAULT, or their fault for not telling thecontractor he had to level the ceiling down to 96". 3. Her second issue as per the granite, there are NOBACKSPLASHES requested or shown on ANY of the drawings. Customer said they wereusing tile. When the customer was told this by me, she then changed her storyand said I told her the underside of the granite would be finished at least 11/2". I would NEVER tell that to a customer, because in my 38 + years ofdoing this, I've never seen this done, and maybe we confused each other whentalking about it, as I may have told her the height of the granite tops were 11/4" high, and yes, all edges would be finished to match the other edgesin the kitchen. In summary, the customer and her contractor DID NOTfollow the blueprints and elevation drawings and my advice to level off theirceiling, so their contractor took a short cut and built the soffits where therewere to be none, thus rendering the molding unusable. Didn't one of the THREEcontractors see molding on the drawings? And if they did, WHY were we notcalled BEFORE they went any further? Points to be taken: What kind of contractor would install cabinets withoutfirst leveling a ceiling which is off by an inch and a half? The cabinets willalways be level, so wouldn't the contractor advise the customer to level theceiling so it looks right? Contract was gone over at signing for at least 45minutes, with each drawing explained and SIGNED OFF ON. We are not responsible to put the customers walls andceilings in level and plumb condition so their cabinets fit properly. It is thehomeowner/installers responsibility to level and plumb walls and ceilings socabinet design will work, especially after they were told so. Why didn't the customer contact me BEFORE one of theTHREE contractors told her it could not be done? Why did she let the contractorbuild the soffit and install the cabinets if she were told that it wouldn'twork (which it WOULD have WORKED if the ceiling was leveled to 96")? Whywait until it was DONE and then call to complain? My feeling is she did not let the contractor know he hadto level the ceiling down to 96", and he just put the cabinets up figuringthere was to be a soffit, instead of questioning the prints which CLEARY SHOWmolding to the ceiling at 96". Then the customer wants to complain aboutit AFTER it is done? You can never satisfy all of the people, especially thosepeople who felt they paid for something they did not use. Her actual complaintshould be with the contractor for not following the design on the floor plan,elevation drawings, and perspective drawings, clearly showing NO SOFFITS, andusing the moldings as specified after the ceiling is leveled.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]