ComplaintsforExpert Apparel Manufacturing, Inc.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I was supposed to have received digital files from EAM Texas on May 31st, 2022. These digital files were to manufacture a cut and sew t-shirt. All services paid for are listed below. EAM assured me several times that these files were correct and complete. However, no matter which CAD software I used, the files were incomplete and only showed the front of the t-shirt. Which would be 1 part out 5 parts needed to be created and graded in 5 sizes to produce the t-shirt. I was told by EAM that the files would be read by any other clothing manufacturer's CAD software. After securing a new factory in October 2022 to help me produce the t-shirts. I was told by this new factory that I was indeed correct, the files created by EAM are not complete. Not only that, the work they have done, is unusable and that I will need to start the project again from scratch. I would like to get a refund for the services I have never received and frankly everything I have received is unusable and not to industry standard. 1st Transaction: Nov 21, 2021 Amount: $750 Goods/Services Not Received: -Pattern Construction - $250 -Pattern Digitization - $50 -Marker - $50 -Pattern Grading - $150 Received but not to standard: -Sample - $250 2nd Transaction: January 20th, 2022 Amount: $300 Goods/Services Not Received: -Additional Pattern Grading: $50 Received but not to standard: -Sample - $250

  Business response

  03/10/2023

  Business Response /* (1000, 9, 2022/12/12) */ Hello, please see the attached PDF file for a written response to CASE#: XXXXXXXX. Thank you. ******* ********** Consumer Response /* (3000, 11, 2022/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, Thank you for your time and help in investigating this, I'm also very apologetic that you have to deal with this type of company on my behalf. There are unfortunately several lies in EAMS Texas' response. 1. EAM Texas has never shared a screen capture of the patterns or grading with me at any point of the process. Just the incomplete CAD files. I would be happy to see a previous email of such a screen capture being sent to me because I have never received one. 2. PayPal closed the case not because they found that EAM was was in the right about their work provided. They closed the case because PayPal is only liable for 30 days from payment and too much time had passed ******* receiving the files and getting them reviewed by another factory. 3. I had the CAD files inspected by another factory and they confirmed that the CAD files are in fact incomplete and not only that, they noted that "whoever that did this probably is not clear on what is done". EAM Texas is lying about providing a complete CAD file. 4. When I told EAM the CAD files were incomplete, they lied to me and told me they were complete. This is why I opened a report with the BBB as a fraud claim. I gave EAM several opportunities to send the complete file. They confirmed several times that the file was complete and useable by another factory. Why would I keep asking them to send me a file they keep lying about as being complete? I don't understand their confusion over this. Just to reiterate and be clear, since EAM keeps being dishonest about everything surrounding this claim, I would not be requesting any of this if I had a complete CAD file. Thanks for your help. Best, *****. Business Response /* (4000, 13, 2022/12/27) */ As we stated in our initial response, we have no record of this former client reaching out in recent months to dispute any issues or request trouble shooting with the files we sent over. Not only have we already shared the files and offered assistance to make sure they receive accurate patterns, but we also provided proof the files are accurate, to the client. We have record of communicating with this client to ensure the files are correct and would be willing to share with the BBB screenshots of our pattern files as a third-party authentication, although we can only do that with this client's permission. To reiterate: we have already completed the servicing and would be willing to resolve any disputes and help trouble shoot with their current manufacturer, although we believe the client is not looking for a solution, but rather a monetary resolution in their favor. It should be noted that EAM receives patterns from other manufacturers and we often trouble shoot directly with their technical designers to ensure the pattern is being read correctly by the CAD software. We appreciate the BBB for contacting EAM to dispute this claim; if there are any questions or requests for more information, please feel free to reach out to EAM via email at *****@eamtexas.com. Consumer Response /* (4200, 15, 2022/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB, Thanks for forwarding this response. Apologies for having to reiterate this fact but it is not being addressed. I have never received proof that the files are accurate and complete via an image, screen capture or PDF or anything that is otherwise visual. Just their word on June 1st, 2022 (attached email). This is the date I alerted them the files are incomplete. This is also the e-mail that they claim I've never sent them and have "no record of..." Not only does EAM Texas keeps lying about this. They could have easily uploaded evidence that they have provided that information or the actual image/screen capture they allegedly have of the completed pattern but have not done so because it doesn't exist. I'm reaching out to them via BBB to get this resolved. So I don't understand why they are saying I am not trying to get this resolved and not reaching out to them. It's also clear from their response that they have no desire to actually resolve the problem by stating that they have "completed servicing". This correspondence mediated by BBB is to get the issue resolved. I'm not going to reach out to them without some sort of 3rd party when they have repeatedly lied about the files. Additionally, I have included commentary from the manufacturer that the files are not to standard. The manufacturer has also included images of the incomplete patterns. 1. You can see in the image there is only a front body of the tee shirt. It's missing sleeves, the back of the tee and the neckband. 2. The tee is also not symmetrical and one side is longer than the other. In my email to EAM (attached) I addressed the fact that various CAD viewers for the DFX file also did not work. Since EAM is providing unwanted commentary and speculation on what my intensions are, theirs seems to be that they scam people out of money for manufacturing and pattern creation for clothing from an auto repair shop. By manipulating search results with fake Google reviews and a wix.com site full of stock images to be near the top of search results to gather new customers with little to no history of providing Google reviews to acquire new "customers". They reluctantly provided incomplete files to me following-up several times and and disputing PayPal transactions to get them to do so after waiting months for a response from them. They didn't bother to provide evidence that the files were complete and the files because they through I was not capable of finding another manufacturer. All of this back and forth through BBB would be resolved with them uploading complete CAD files, uploading the alleged screenshots and correspondence containing those screenshot to me but of course, they will not do so because they do not exist. Thanks for your help. Business Response /* (4000, 17, 2023/01/03) */ As this former client shared in their evidence folder - a copy of internal communications which we have not authorized the release of our contractor stated word for word, "We can confirm all pattern pieces have been digitized and are in the file you received. If there is a situation where your contractors are unable to read the files in their programs please let us know and we'll see if it's something we can troubleshoot - but just to clarify the files are good for use in production.". In that response, our contractor clearly stated we would be able to troubleshoot any issue as we have received patterns from other companies which we found to be read incorrectly possibly due to outdated CAD programs. This is a clear issue as you can see in the evidence submitted in this claim listed as "FRONT2222.jpg", viewing the bottom portion of the image you'll find the OS used to open the CAD program is likely older than EAM itself, which is likely why this client is having so many issues. The former client continuously states he has reached out for assistance yet in all the unauthorized posting of communications he has yet to share evidence of that. But this is not something we are going to continuously dispute, as his messages may have been flagged as junk for their inaccuracies. There is a simple solution to the former client's issues which is to contact EAM to assist in any issue his manufacturer may be experiencing in opening the CAD files that were issued to him. Although we believe this claim was not made to reach a solution, but rather a monetary resolution in their favor, which PayPal denied. If the client would like, EAM can be reached at *****@EAMTexas.com, and we would gladly assist with his troubles. The former client also states in his latest comments that EAM could "have easily uploaded evidence that they have provided that information or the actual image/screen capture they allegedly have of the completed pattern but have not done so because it doesn't exist.". While EAM could do this, we respect all past clients' intellectual property and have strict policies to not release confidential information including images displaying confidential intellectual property, but for this client, we will gladly display a screen capture of his pattern. Please find the image file attached to this public response. Lastly, the former client states EAM is a "scam" operating out of an "auto repair shop", what we would like to make clear is EAM not only operates one of the largest by-the-square-foot, cut and sew manufacturers in the south of the U.S., we also maintain access to a property portfolio if we should ever need to increase our capacity. In addition to this, our company maintains confidentiality as our clients range from large corporations to private individuals, so to protect our clients' businesses as well as our own - we do not share imagery that would reveal our operations or clients' property, we appreciate the former client for believing our imagery is at the grade of commercial stock images. We appreciate the BBB for contacting EAM to dispute this claim; if there are any questions or requests for more information, please feel free to reach out to EAM via email at *****@eamtexas.com. INCLUDE ATTACHMENTS ******* ********** RTW DEVELOPMENT Consumer Response /* (4200, 19, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, EAM continues to lie in their responses and has not provided any workable solution. I genuinely do not understand the feigned outrage that I am not communicating with them and that I need to contact them to resolve, when I am literally communicating to them via BBB. They have not sent updated files, nor proof that I signed off on any images with the complete pattern and grading via my company email or otherwise. While complaining I haven't requested the files. This is why I filed the BBB report, to get my completed files. They could have just sent the completed files to avoid intellectually property concerns to my company email. They haven't. Ultimately here is summary of everything not addressed: 1. They claim I have signed-off on an image that shows the grading of the 5 sizes of the t-shirt. They have not produced any evidence of that to me to my email or on BBB. Hint: It doesn't exist because I have never seen such an image nor have I signed-off on an image with that information. If they were actually serious about intellectual property concerns they could have just sent me a copy of this alleged file to my company email address. They continue to get outraged and find excuses as to why they cannot show something they claim exists. 2. Just stating "We can confirm all pattern pieces have been digitized and are in the file you received." while sending incomplete files doesn't make them complete. 3. Their own image which by the way is the first time I'm seeing any image from EAM whatsoever of my pattern. I'm assuming is hastily constructed in response to the BBB request because it does not show full proof of any grading that I allegedly signed-off on. I had paid for 5 sizes of the tee shirt. Their own image only shows 1 size in XS. 3. I have not received any CAD files with the sleeves, back or neckband. 4. Regarding version issues, we have used a variety of programs some are recent ones, including the program they used in their own screenshot which is Gemini Pattern Editor. There is only the front of the shirt, no other parts of the shirt are included in the pattern I received. Gemini in particular I made sure to try before filing the BBB report as this was the program they claimed to use. 5. In their screenshot they work off of a .GEM file. I haven't received any .GEM files only the incomplete .DFX + .RUL files. 6. EAM keeps stating I am looking for monetary solutions because I disputed transactions from them on PayPal in the past. As a reminder, the only reason I got the incomplete files from EAM was after trying to contact their alleged, super professional, mega-factory that only takes PayPal for over 3 months without any response, acknowledgement or communication in return for status updates of my project. Therefore I was forced to dispute the transactions after repeated attempts to contact them. Additionally, the project was started with them over 9 months prior to disputing the transaction. When I disputed the transactions on PayPal, that was the ONLY reason they got back to me. If I didn't dispute those transactions, I probably would never have gotten most of my fabrics back or my incomplete CAD files. 7. They claim they want help me, to email them to resolve the issue while also claiming they have blocked my email address from sending them emails to their inbox. I really cannot stress this enough.

*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. ↩