This letter is in response to the complaint filed by Mrs [redacted] This matter has already been settled, as the parts needed to complete the repair of Mrs [redacted] 's sofa will be received on Thursday January 15th, 2015, and we have already scheduled the pick up for the same dayThis was scheduled with Mrs [redacted] herselfRepairs will begin immediately following the pick up, and once completed we will return the sofa to Mrs [redacted] at no chargePlease feel free to contact our office at ###-###-#### with any questions you may have regarding this caseThank you[redacted] ***Office Assistant
I am rejecting this response because:I originally spoke to Premier furniture gallery on 9/5/I had phoned in the latter part of August but I failed to obtain person's name that I spoke to originallyI then phoned again (on 9/as mentioned) and spoke with [redacted] ,not sure of name spelling, anyway she asked me to send pic of sofa,etcand she herself would call me back or someone else wouldI did not get a call back so I called again on 9/and at this time I spoke with ***She apparently was not able to locate infoShe in turn asked if I could re-send pic., serial number, etcI did as she askedShe then informed that a repair company that they work with will be contacting me to set up a time and date for him to come look at damagerepair man, [redacted] came out and looked at sofa and said he would have to call Premier and inform them of the damage and get the 'ok' to go ahead with repairI am not sure if he needed the 'ok' from Premier or if Premier was going to contact [redacted] on my behalf.Anyway make a long story short[redacted] did not come out again when I called and spoke to Alisha(?) again not sure of her name spelling, she stated that they had not heard back from Premier related to repair and that they had not received an 'ok' to order the partThis was on 10/29/14.No further contact w/repair coI then called back to Premier and [redacted] said that they, Premier would be fixing the sofa for us and would need to order part from [redacted] and that once the part came in they would pick up sofa (free of charge) repair it and return to us,no chargeWe know the conditions of the receipt but our whole issue is that the sofa was already defective when we bought it and that the damage did not show up until someone sat on that particular part of the sofaWhen the repair tech they sent out initially flipped couch over there was not any serial number tag or any other tags attached,none whatsoever to sofaThe loveseat had all it's tags and we have not any problems with itMy understanding is that tags are not to be removed by anyone other than the consumer? am I wrong? this is the other reason we believe this sofa had been purchased previously then returned because of damage,especially since all tags were removed? [redacted] had to FIND the serial number for sofaalso I have a hard time believing that a manufacturing company as well know as [redacted] would be shut down and stop operating due to lay-offs etcThis sofa has a one year warranty from [redacted] and covers the recliner mechanisms, wooden frame components,etcSo again, regardless of it being the last one/sold as is is irrelevant to us because of the damaged pieceWe requested that they pick up the set and refund our moneyIf their repair person is going to fix it when part comes in from [redacted] what difference does it make if they take it back,fix and re-sell it? We have done no damage to this set and if they agree to picking set up we are willing to accept a partial refund with no pifees being imposed
This letter is in response to the complaint filed by Mrs [redacted] This matter has already been settled, as the parts needed to complete the repair of Mrs [redacted] 's sofa will be received on Thursday January 15th, 2015, and we have already scheduled the pick up for the same dayThis was scheduled with Mrs [redacted] herselfRepairs will begin immediately following the pick up, and once completed we will return the sofa to Mrs [redacted] at no chargePlease feel free to contact our office at ###-###-#### with any questions you may have regarding this caseThank you[redacted] ***Office Assistant
I am rejecting this response because:I originally spoke to Premier furniture gallery on 9/5/I had phoned in the latter part of August but I failed to obtain person's name that I spoke to originallyI then phoned again (on 9/as mentioned) and spoke with [redacted] ,not sure of name spelling, anyway she asked me to send pic of sofa,etcand she herself would call me back or someone else wouldI did not get a call back so I called again on 9/and at this time I spoke with ***She apparently was not able to locate infoShe in turn asked if I could re-send pic., serial number, etcI did as she askedShe then informed that a repair company that they work with will be contacting me to set up a time and date for him to come look at damagerepair man, [redacted] came out and looked at sofa and said he would have to call Premier and inform them of the damage and get the 'ok' to go ahead with repairI am not sure if he needed the 'ok' from Premier or if Premier was going to contact [redacted] on my behalf.Anyway make a long story short[redacted] did not come out again when I called and spoke to Alisha(?) again not sure of her name spelling, she stated that they had not heard back from Premier related to repair and that they had not received an 'ok' to order the partThis was on 10/29/14.No further contact w/repair coI then called back to Premier and [redacted] said that they, Premier would be fixing the sofa for us and would need to order part from [redacted] and that once the part came in they would pick up sofa (free of charge) repair it and return to us,no chargeWe know the conditions of the receipt but our whole issue is that the sofa was already defective when we bought it and that the damage did not show up until someone sat on that particular part of the sofaWhen the repair tech they sent out initially flipped couch over there was not any serial number tag or any other tags attached,none whatsoever to sofaThe loveseat had all it's tags and we have not any problems with itMy understanding is that tags are not to be removed by anyone other than the consumer? am I wrong? this is the other reason we believe this sofa had been purchased previously then returned because of damage,especially since all tags were removed? [redacted] had to FIND the serial number for sofaalso I have a hard time believing that a manufacturing company as well know as [redacted] would be shut down and stop operating due to lay-offs etcThis sofa has a one year warranty from [redacted] and covers the recliner mechanisms, wooden frame components,etcSo again, regardless of it being the last one/sold as is is irrelevant to us because of the damaged pieceWe requested that they pick up the set and refund our moneyIf their repair person is going to fix it when part comes in from [redacted] what difference does it make if they take it back,fix and re-sell it? We have done no damage to this set and if they agree to picking set up we are willing to accept a partial refund with no pifees being imposed