ComplaintsforLacava, LLC

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021 I bought a 40-inch luxury, all-white, ceramic-looking wall-mount vanity from a La Cava retailer. The sink arrived fine and I had it professionally installed. This style of sink does not have any kind of drain plumbing, which needed to be purchased separately as well as all of the plumbing hardware and faucets. Within about a month of having the sink installed as I remodeled my bathroom, ***** discoloration started to appear under the surface of the sink, seemingly under the gloss finish and impossible to reach or clean. I contacted the retailer and they began contact with La Cava but eventually followed up with me that the responses from La Cava were very slow. At first our hope was that it was a known issue they maybe knew how to fix. Unfortunately, the only thing that will cover had responded really was asking if I had put something hot against the surface. Single guy, here - no curling irons or the like. The sales person at the retailer eventually asked me to connect with her contact at the La Cava directly, *******************, in hopes that they would move a little faster in seeking a resolution. Weeks would go by with no response. It has now been 4 months of frustratingly-slow email responses that I am convinced are trying to emcourage me to give up and just buy a different vanity from another brand. Only because of my weekly pestering and eventually beginning to carbon copy other La Cava support emails in my correspondence did they start to take my case with any seriousness. This was an expensive sink setup and my white sink has ***** discoloration! Suddenly and without warning, La Cavas solution was then to send a new sink, charging shipping and not factoring for the expense of me having to once again have a plumber mount the sink and install the drain hardware, connect it to plumbing and dispose of the fault sink, which is huge. Its now been another week that ****** hasnt responded to my emails, so Im resorting to BBB and online platforms.

  Business response

  02/25/2022

  The product in question is the Lacava **** #**** solid surface sink, (https://lacava.com/product/1475), which was purchased through a local dealer and retail store  **********************************************, located in **********. Per the provided customers statement, the product was received in fine condition and as a result, installed. As standard for most manufacturers, Lacava being no exception, installation of the product is considered acceptance. This is clearly outlined in our Terms and Conditions, FAQ, etc which can be found on our website and printed price book. (see below in bold and underlined)
  Because the customer stated that the ***** discolorationappeared within a month, wed like to receive the original item back for inspection to determine possible causes of the staining, which looks like burn marks. In fact, the sink in question is made of "solid surface" a composite material that is known for its extreme durability for common and expected bathroom application.
  Additionally, Lacava has sold tens of thousands of solid surface products over the course of 20+ years, which have been installed in both commercial and residential settings, and we have yet to come across a case where discoloration suddenly appeared without any outside factor. Based on the above points, the only logical conclusion is that there was an outside agent, a chemical agent and/or heated element, which was placed on the sink to cause the discoloration. Attached are images provided by the customer.
  

  
  As a courtesy and in good faith, we have offered to provide a replacement sink at no charge to the customer, which was sent to the dealer on Feb. 11, 2022. The dealer covered the shipping cost of the replacement sink with Lacava absorbing the cost of the sink itself. If the customer is still not satisfied with this resolution and a free replacement, we are prepared to authorize the return of the original product for a refund which would be facilitated by the dealer from whom the product was purchased.
  The associated re-installation costs mentioned by the customer is a matter that needs to be addressed directly with the local dealer. As per our terms and conditions, Under no circumstances is LACAVA responsible for installation/service fees or any dollar amount beyond the cost of the item.
  With all the above in consideration, we (Lacava) strongly believe that we have fully obliged by our Terms and Conditions, assumed our rightful responsibilities as a manufacturer, and even above and beyond with our offer of a free replacement sink and/or return for a refund.
  
  RETURN POLICIES
  If the product is not satisfactory for any reason, it can be returned to LACAVA up to 30 (thirty) days from the shipping date after obtaining a Return Goods Authorization (***) valid for 60 (sixty) days. A restocking fee of 25% may apply. If the product is not returned to LACAVA within that timeframe, the *** will be voided and no further ***s will be issued for the product. The merchandise must be in salable condition, in its original packaging, and packed safely with the *** number clearly marked on the outside packaging. To obtain an *** number, please fax or email the request with a description of the reason for return. The merchandise must be in its original packaging and packed safely in accordance with the carrier's packing requirements, with the *** number clearly marked on the outside packaging. LACAVA reserves the right not to issue any credit, if an approved *** number has not been obtained. A restocking fee of 25% and applicable shipping charges to the customer and back may be deducted from the credit amount. Credit (excluding shipping and handling charges) will be given only for returns of intact products up to 30 days from the shipping date. After 30 days from the shipping date, no returns will be accepted. All returned merchandise is at the purchaser's risk and cost. Special order and custom made items are not returnable. Products must be inspected prior to installation and installation of the product means its acceptance. Product,once installed, cannot be returned. Damages occurring in installation are not considered defects and are not subject to return or refund. 
   LACAVA will replace any defective item for free only after the non-conforming product is safely returned to LACAVAs warehouse in accordance with the carrier's packing requirements, and in its original packaging, within 30 days from the shipping date. If the product is not found to be defective and is damaged in any way, there may be a charge for any replacement. In any case, LACAVA does not cover installation costs.

  Customer response

  03/02/2022

   
  Complaint: 16777511
  
  I am rejecting this response because La Cava continues to have the most customer-deaf service, blaming me for their the faulty product and forcing me to write reviews and online complaints so that they will even engage with me in a reasonable manner. "The only logical conclusion," they claim, is that I at some point a chemical or hot agent on their product?! That is simply not true. So just because they produce a lot of sinks means that none of them are ever faulty? I also find it so convenient on their part that just because the vanity arrived apparently in good order and was thus installed, means that they are less responsable for the defect that quickly developed underneath the sink's coating within the first month approximately. That is the entire reason longer terms warranties exist, La Cava. Using lengthy and litigious language does not make up for the fact that ****** took at times weeks between responses with either myself or the retailer, dragging out what was originally intended to be and could have easily been an amicable and very understanding exchange on my part. It was the now many months of being ignored and being accused in a number of ways that were not justified that the situation escalated. When La Cava made the decision to send a new sink (sadly at the shipping expense of my retailer), which was an unsolicited solution that would incur upon me the repeated severe expenses of having a professional plumber once again install the vanity itself as well as all of the faucet and drain hardware that do not come with La Cava products, all without even just having an email or phone conversation with me to see if that was an appropriate solution. Only after going public with my case has La Cava offered to refund the purchase price of the sink, which I am open to in part or in full, but I am frustrated at having to once again find the significant funds to hire one or more professionals to remove, return to the retailer, and replace the vanity so that I am not left without a sink in my bathroom. So much of this could have been avoided if La Cava or ****** would have just called me or engaged with me in a way that wasn't disrespectful and accusatory, but here we are...

  
  ***********************

  Business response

  03/04/2022

  While we sympathize with the client and their situation,LACAVA has gone well beyond our warranty conditions (https://www.lacava.com/terms-conditions.htm)and provided a free product replacement. Solid surface is a manufactured material known for its durability and simply does not develop burning marks on its own visible through the non translucent white finish coat.  
  
  At this point, the client is using public avenues (ie.BBB, social media, etc...) to force us to not only replace an item that seems to be damaged by the users, but also to provide additional compensation towards installation fees. In good faith, LACAVA offered the option of a product replacement or a refund, which the client can exercise at their discretion. Rejection indicates that the client has some secondary agenda on his mind trying to damage LACAVAs good reputation in the process.  
  
  We respectfully ask you to dismiss this complaint for monetary compensation against LACAVA as the product in question was purchased through another independent company (dealer) and therefore under that company's terms of sales and refund policies, and there was no money exchange between LACAVA and the client.   

  Customer response

  03/07/2022

   
  Complaint: 16777511
  
  Wow. I continue to be in awe at La Cava's terrible service and and tactics. First of all, theyy are not in any way "burn marks" but rather ***** discolorations that appeared and grew to that size over a small period of time. I am not sure if it's that moisture was somehow able to enter under the outer coatings or if it's something that was on the inner material before that coating was applied. Suggesting that it is a burn **** is such an easy way to ***** responsibility for your product. Secondly, La Cava, made the decision to send out a new sink without even discussing that with me as an appropriate solution, not taking into consideration the additional expenses that I would incur. To suggest that I am wanting a replacement sink AND "additional compensation" is inaccurate and, in my opinion, seeks to discredit the validity of my quite reasonable complaint. Thirdly, by going online with my complaint, I am not seeking to damage La Cava's reputation but rather share my own lived experience, encourage La Cava to be accountable for my negative experiences with their company directly, and seek an acceptable form of resolution. Lastly, which I did purchase your product through a retailer, my BBB complaint is related to my direct encounters with La Cava through your Director of Sales, *******************. I would not have sought venues like BBB had it not been for how frustrating my experiences were with ****** and La Cava directly.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩