Ace Service

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We have reached an agreement However it can weeks for them to find out how long it will take to receive the replacement of the bottom of the chair And can take up to weeks to receive from supplier We expect they will honor our agreement to get the pat(s) and will assemble the chair along with the top we have that we had to purchase Thank you for your help If this isn't followed through and completed we will be back in touch
Regards,
*** ***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

August 24, 2016*** *** Revdex.com E4"Street, Suite Cincinnati OH 45202RE: *** *** - ***Dear ***,May 31, 2011, *** *** purchased a sectional and chair from our *** StoreThe furniture came with a year factory warranty to cover manufacturing
defectsMs*** chose to purchase a year protection plan to Cover specific accidental damage that would occur in the home for $With the purchase of the protection plan, Furniture Fair offers a "No use, No lose" benefit for our CustomersIf the protection plan is not used during the years, our customers are entitled to a certificate in the amount of the purchase price of the plan to use towards another purchase.Because there are so many different programs offered in our industry as well as others, it is our goal to go over the terms of our "No use, No lose" with each of our Customers to help eliminate any confusion at the end of the yearsI have attached a copy of the original sales invoice along with a signed Copy of the plan and how it works.We have spoken to Ms*** and gone over the purchase and programAlthough she is not happy with this, we will gladly honor the terms of the program which she has refusedIf she changes her mind, she is entitled to a certificate in the amount of $that she must claim prior to October 2, and use by April 2, 2017.Sincerely,William D***,President

September 20, 2016*** *** Revdex.com E4" Street, Suite Cincinnati OH 452O2RE: *** ***-***Dear ***,*** *** purchased furniture from our Florence location and had it delivered on June 2, 2012.With the furniture they chose to get a year protection plan
to cover specific accidental damage that might occur in the home during that time.The protection plan is thru Montage Furniture Services and the actual policy is mailed direct to our customers approximately 30-days after the furniture is deliveredThis policy would have all the information on how and when to file a claimUnfortunately it seems this was not received.We have spoken to *** *** and gone over how the plan worksWe understand that she hadgood intentions trying to make a single claim for more than incident and have agreed to cancel the plan and send her a refund.We appreciate them taking the time to contact us on this, and we will be working with oursalespeople to better explain how this works and get more information on the plan brochures to help avoid this in the future.SincerelyWilliam D.President

July 20, 2016*** *** Revdex.com E4th Street, Suite Cincinnati OH 45202RE: *** *** *** Hi ***Ms*** purchased chairs from our Colerain Avelocation in July The chairs came with a year factory warranty to cover any manufacturing defectsShe
also purchased a year protection plan to cover specific accidental damage that happens in the home.We were contacted in July concerning the protection plan denying a claim for peeling of the leatherPeeling in specific areas only is not a defect or an accident, rather it is the leather reacting to something that is happening in the homeUsually it is a chemical reaction caused from body oils, hair products, lotions, some medications etc.We are not sure where the communication breakdown happened, so the chair seat did not get orderedWe have since spoken to Ms***, the part has been ordered and arrangements have been made for her to bring the chair and existing part to us when the seat comes in and we will assemble this for her at no charge.We want to apologize for the miscommunication and inconvenienceWe truly appreciate Ms*** taking the time to let us know of her concerns and giving us the opportunity to assist her.Sincerely, *** ***(Original attached)

Initial Business Response /* (1000, 5, 2016/02/12) */
RE: Case #*** - Mr*** ***
Ms***,
Thank you for reaching out to us regarding this situation that Mr*** *** recently experienced with our companyPlease be assured that this is in no way a reflection of the overall
communication and service we provide to our customersWe pride ourselves in responding to our customers' needs or concerns as quickly as possible
We understand Mr***'s frustration and have extended our apologiesWe are crediting the filter charges Mr*** received and are making arrangements to collect the filters and resolve this matter as soon as possible
In addition, we are reviewing this situation to determine how and where the communication breakdown occurred, and will take appropriate measures to help ensure a similar situation does not occur in the future
Please let me know what additional information we may be able to provide to assure you that this situation has been resolvedI can be reached at *** or ***@ecolab.com
Sincerely,
Tom ***
Ecolab Area Vice President, East Coast
Initial Consumer Rebuttal /* (2000, 7, 2016/02/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ECOLAB contacted us and took appropriate measures to resolve problem

We have contacted Ms*** and discussed the issues with her mattress The mattress she purchased is a super pillowtop, so it has much more padding than the plush and firm mattressesWhat she is experiencing is considered from the factory perspective We went over expectations
for this type of mattress Body impressions are as the padding and fibers will conform to the natural sleep position and it will be deeper due to the extra foam layers We have offered to let Ms*** come in and reselect a different mattress as a courtesy for a comfort issue We did recommend she go to one of our stores that has the bedding system set up to help determine the best comfort level for them

We spoke to Mr*** 2-7- Verified sofa was picked up, went over process for credit to finance company and refund to them of their deposit.We did talk about our drivers saying they had delivered these loveseats to other customers so we looked into it prior to calling Mr*** back on 2-8-17.The drivers were mistaken on delivering this specific set We do have other upholstery that is very similar in style and color, so an honest mistake was madeon their part, we did not intentionally lie to anyone about this The credit to the finance company was done first thing 2-8- A refund check was cut and mailedto our customer along with the credit receipt to the finance company the same day

Ms*** was in our Cold Spring store in Apri A deposit was made to hold a price on merchandise while she was trying to make a decision on what was going to work for her It is our policy that after days, deposits on sales become "in store" credits if not used towards a
purchase We do apologize for the confusion on this We are mailing her a refund of the $she should receive it by the end of this week

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ** ***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Acct #*** listed as *** *** *** *** at *** *** *** *** *** Pflugerville TXDistrict Manager went through channels addressing each point of complaint, hence, Ecolab has waived the reinstatement fee, waived the ACH payment requirement and put a three-month credit to customer's
account. This will reinstate customer in good standing

March 3, 2016 Re: *** *** - ***Dear ***,We would like to apologize again for the problems with Ms***'s furniture and our lack of follow thru to make sure she was taken care of as promisedWe understand her frustration and appreciate her patience and the time spent to
let us know how bad her experience with us has been.Ms*** has received the handle for her dresserWe do hope that if given the opportunity to assist her in the future, we will be able to provide her with the type of customer service she deserves. Sincerely,*** ***President

We have researched the issue of the credit that [redacted] has inquired about on her parents behalf.  There were several errors made and the information given to Mrs. [redacted] was incorrect.  Since all the errors and misinformation was our fault, we will gladly honor the terms they were given....

 We will be issuing a gift card for a store credit only in the amount of $513.33 which includes the price difference and tax.  This gift card can be used at any of our locations and has no expiration date.  We have spoken to [redacted] to let her know and apologize for the confusion and inconvenience we have caused.  We appreciate them giving us the opportunity to make this right and will be able to use this as a training tool to improve our customer service in the future.

April 19, 2016 [redacted] Revdex.com [redacted] RE: [redacted] Dear [redacted] Ms. [redacted] purchased furniture from our Eastgate store on November 25th, 2014. She paid a deposit with her Visa card and chose to finance the balance. At that...

time, we were offering a 12 month same as cash option that required minimum monthly payments. The furniture was delivered on December 3th and we sent the contract for the balance to Synchrony Finance to begin the 12 month same as cash plan. Synchrony, as required by law, sent statements each month for the minimum payment due and included on each statement a disclosure that showed the date the 12 months ended and the amount of interest that Ms. [redacted] would be responsible to pay if it was not paid in full by that specific date. The account she had with us in 2011 worked the same way as this one from 2014. We have left several voice messages and emailed Ms. [redacted] requesting that she contact us concerning this. We have had no response from her as of yet. We are not sure if there is anything we can do to help with this situation, however we are happy to try on her behalf if she will please contact us. Sincerely, [redacted] President

Dear Tammy      Ms. [redacted] did special order a [redacted] sofa and chair from our Colerain Ave location.  It was delivered in April 2014.  Shortly after the delivery, our salesperson was contacted about a concern and he and the store manager went to her home....

 It was decided that we would order firmer seat cores and add more loose dacron to the inside back pillows.  The parts were ordered and installed June 2014.   There were still unresolved issues, so the factory representative and our store manager went back to her home in July 2014.  We tried again to add dacron to the backs and took a gripper pad, at no charge, to put under the seats to try and alleviate the problem with the seat cushions sliding off.     After all of this, our records do not show any contact with Ms. [redacted] until this letter.  We have spoken to both Ms. [redacted] and the factory about her furniture.  We invited Ms. [redacted] back in to our store to look at the foam cores that can be put in the backs and explained that clips can be added to the seats to keep them from sliding off.We have come to an agreement with both Ms. [redacted] and [redacted] to make these adjustments.  After the first of the year, we will make arrangements to pick up her sofa, send it back to the factory to have these modifications done.  We appreciate Ms. [redacted] working with us on this and apologize we did not completely understand her concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this may resolve my complaint.  However, as I have noticed from others, with these complaints, until an actual refund has been cashed and cleared, it is not good to close out as satisfied. Waiting for the refund to actually appear and clear.
[redacted]

July 20,2016 [redacted] Revdex.com 1 E. 4th Street, Suite 600 Cincinnati OH 45202 RE: [redacted]  Dear [redacted], Mr. and Mrs. [redacted] purchased a reclining sofa and swivel reclining chair that was delivered to them on August 18, 2014. The merchandise came with a 1...

year overall warranty from the factory to cover any manufacturing defects and they purchased a 5 year protection plan that covers specific accidental damage done in the home. In January 2015 we were contacted about an issue with the mechanism on their furniture and also notified that they had moved out of state. Since we are unable to service them, we suggested finding a retailer in their area that carries Catnapper products and see if they could help. We have contacted Mr. [redacted] about his furniture and also the factory representative for some help getting this resolved. We have arranged for the factory to supply the parts needed and shipped direct to Mr. [redacted] home. A phone number was given to him for a local company that will be able to install the parts and we have sent a portion of the labor charge for him to use toward the repairs. We are currently still in the process of getting all of this done, however we believe everything will be resolved within the next few weeks. We would like to apologize for our lack of help in the beginning. We should have made the attempt to contact the factory and find someone in their area to get this taken care. We appreciate Mr. [redacted] taking the time to contact us and give us the opportunity to make this right. It is never our intention to aggravate any customer and will use this as a tool to improve our customer service. Sincerely,William Daniels President

May 6, 2015 [redacted]
[redacted]
[redacted]
[redacted]
*
[redacted] Mr. [redacted] purchased a power recliner from our Eastgate location that was picked up on 2-6-15. We received a call that same day to let us know the chair...

was not working. We sent a service technician and found that the wires had been pulled away from the motor and we could not reattach them. We immediately ordered a new motor, unfortunately the factory sent us the wrong motor. In fact, we ordered this 4 times before they sent us the correct one. We have received and installed the new motor for Mr. [redacted] and his chair is finally working. We would like to apologize again for all the inconvenience and frustration that we have caused. We appreciate Mr. [redacted]'s patience thru all of this. Hopefully he will give us the opportunity to assist him in the future and provide him with the customer service he deserves. Sincerely,                                                                                                [redacted], President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that if I receive the check in the mail they mentioned, then I will accept  this resolution and it will be  satisfactory to me at that time.
Kind regards,
[redacted]