Ace Service

On May 16, 2017 Ecolab Area Manager J. [redacted] spoke directly to Yu [redacted]. Another machine was reordered and Ms. [redacted] agreed to contact Ecolab upon arrival. The machine will be installed on the same day of arrival, and a credit will be issued for one month’s rental. Customer was pleased with...

solution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Not looking for warranty repair.  Just followup service on item sold.  Too much to ask for I guess.Purchased tons of furniture from Muenchens Furniture and 10+ years later they sent someone out to tighten bolts.  I guess they are the exception in this business in the way they provided excellent service.  Should have purchased from them again.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  I am conditionally accepting our agreement that the business is going to pick-up the furniture and return it to the manufacturer for repair. The repaired furniture will be returned to me; if the furniture has been repaired to my satisfaction then I my complaint will be satisfied. If the furniture has not been repaired to my satisfaction then I will contact the Revdex.com and have my complaint reopened and continue pursuit of my complaint.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Although we are still waiting for delivery of the new chair.
Regards,
[redacted]

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

March 10, 2016 [redacted] Revdex.com 1E. 4th Street, Suite 600 Cincinnati OH 45202 RE: [redacted] Dear [redacted], Ms. [redacted] came in to our Fairfield store on 1-3-2016 and placed an order for a special order sectional. They returned to the store on 1-5-16 to pay for...

it in full with cash. We gave her at estimated arrival date of 2-28-16 based on normal lead times from this manufacturer. February 29th, we received a call from our customer checking the status of their purchase. It had not arrived yet, so we placed a call to the factory to find out where it was. Their sectional was due to complete production the week of 3-11-16, ship out, and be to us by 3-25-16. We understand Ms. [redacted]'s frustration at our lack of follow thru. We definitely should have been checking on the order prior to the 28th to confirm everything was on time. It is never our intention to make anyone's shopping experience as frustrating as this has been. We appreciate that she took the time to let us know of her experience with us and would like to apologize again for the inconvenience we have caused. We have worked with them on a resolution for their inconvenience and will get this furniture to them just as quickly as possible. If there is any further information we can provide, please let us know. Sincerely William D[redacted] President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There is absolutely no mention in this response of the credit line that we opened being taken care which is my main concern at this point. All they did was apologize months too late for terrible service.Also, I think it is extremely important to mention that today our damaged couch was actually picked up as promised. The driver for Furniture Fair was very forthcoming with my husband. He made it VERY clear that he has been delivering, the exact same couch and loveseat, EVERY SINGLE WEEK for a month! Pretty obvious we were lied to and taken advantage of.
Regards,
[redacted]

Hi I [redacted] had contacted you about a issue with the Sofa and Loveseat.ID [redacted] I went to several location to try and find another Sofa and loveseat in the price range for the amount of the store credit. I went to the [redacted] store yesterday and seen a Sofa and Loveseat that was still in my...

budget with tax and delivery charge .There was about 130 dollars left and the salesman told me that I would have a credit for that amount so I walked around the store to trying to find something for that amount and there was nothing and I asked if they could just refund the balance and he said that it would have to be a credit .I have brought furniture from Furniture Fair before and never felt pressured about spending my money ,but now they have me feeling like they have to have a sale and that's all that matters.What since does it make to keep the balance when I'm spending over a thousand anyway.Times is to hard I feel for them to be trying to keep the balance for a credit.Desired Resolution: RefundOutcome: To over turn the credit for a full refund.

September 7, 2015 [redacted]
[redacted]
[redacted]
[redacted]
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[redacted] Mrs. [redacted] purchased a sleeper sofa from our Erlanger store and picked it up on December 10, 2011. The sleeper she purchased was sold...

AS-IS and came with no warranty. We have spoken to Mr. [redacted] and went over all the details of this purchase. We also gave him the name and number of any outside source that he can contact to see about having repairs made. Although the request for service was something we were unable to provide, we would like to apologize for the poor way in which this was handled. It is never our intention to treat any customer in such a manner. This information is invaluable and will help us become so much better at properly handling customer service issues. We truly appreciate Mr. [redacted] taking the time to let us know of his experience with our stores. If there is any further information we can provide, please let us know. Sincerely,[redacted]

Ms. [redacted] purchased 2 bedroom sets from our Fields Ertel store and had them delivered on 9/5/13. This furniture came with a 1 year factory warranty to cover any manufacturing defects. The set in question is made from pine wood and has a very casual look.On the day of delivery, there was a stain on...

the upholstery section of the King size headboard. We scheduled a service technician to go to the home on 9/10/13 to see if it could be removed. He was not able to remove the stain, so we exchanged the headboard on 9/20/13.On 9/17/13 Ms. [redacted] called to report the dresser drawers we not opening all the way so we sent our technician back out on 9/25 to see what needed to be done. He discovered that a couple of the drawer guides were not installed Correctly and were splitting. We were going to order new drawer guides, however Ms. [redacted] did not want to wait on parts so we exchanged the dresser on 10/3/13.On 11/22/13 we received a call and photos on the Queen size headboard that showed a crack in the wood. We exchanged that on 11/29/13.On 5/7/14 Ms. [redacted] called to report that some of the dresser drawers were sticking, some falling out. Also thought there were slats broken under the bed. We sent out technician out on 5/13/14 to take care of this. He found that dresser was not sitting completely level. He adjusted the drawers, added shims where necessary. He went over how to adjust them in the future, as they will naturally expand and contract, along with normal movement from usage. He also repaired the legs on the bed that got bent from being moved in the home,We are very sorry to hear that Ms. [redacted] has been having health issues and hope she is doing better. We have not heard anything from her since May 2014 and the merchandise warranty has since expired. We have left a couple of messages on Ms. [redacted]'s answering machine to please call us to discuss this issue. We have not heard from her as of yet. We feel we have addressed all the concerns on this furniture as they were brought to our attention. It has been in her home for over 18 months andalthough returning the merchandise for a full refund is not an option, we are happy to discuss other possibilities with her.

February 3, 2016 [redacted] Revdex.com 7 West 7th Street, Suite 1600 Cincinnati OH 45202 RE: [redacted] — [redacted] Dear [redacted], Mr. [redacted] purchased furniture from our [redacted] location on July 4, 2013. The furniture came with a 1 year warranty from the manufacturer that...

covers any defects. They also purchased a protection plan to cover specific accidental damage done in their home for a period of 5 years. We were contacted in August 2015 because the zippers on the inside backs of the sofa had broken. This is something that is not covered under the protection plan and the factory warranty had already expired. We did agree to order new back casings and install them at no charge. The parts were ordered in September 2015 and the factory sent us the incorrect part. We re-ordered them in October and there was a delay at the factory waiting on a production date for them to make the correct ones. We offered to let them come in and reselect along with giving them a gift card for $200.00. They did initially come in and reselect Broyhill merchandise, however decided that they really liked what they had and would like to get the repairs done. What started out as good intentions on our part, turned bad at this point. Unfortunately we canceled the part order instead of the sale for the new merchandise. Mr. [redacted] was very patient waiting for a part that was never coming. The only thing we can do at this point is apologize again for all the frustration we have caused. We have processed and sent the $200.00 gift card as requested. We do hope that if given the opportunity in the future to assist him with a furniture purchase, that we will provide the customer service that he deserves.Sincerely, William D[redacted],President(Original copy attached)

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

This has been handled to our satisfaction. 
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]

We have ordered a new chair from the factory to replace the one in their home.  We would like to apologize again for the frustration and let them know how much we value them as a customer and appreciate them giving us the opportunity to make this right

We have closed out the issue.
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]

Serta is a local company that handles their own warranty issues.  We facilitate this by sending Serta complaint packets to the consumers with concerns.  This is a 2 page form requesting information to help identify the issue.  We did send a packet to Mr. [redacted] in October of 2017...

and had not received it back.  We have no record of any communication from Mr. [redacted], although that can be an oversight on our part.We spoke to Mr. [redacted] today and went ahead and scheduled an inspection for Serta for Friday 2-23.  Once this is done, the inspection report will be returned to our store and the Serta representative that is in once a week will pick it up.  Mr. [redacted] should hear something from Serta within a week of his inspection.

RE:  [redacted]Mr. and Mrs. [redacted] made a couple of purchases from our Eastgate store in July 2015.  The merchandise came in at separate times and was originally supposed to be picked up at the store.  As you can tell from the letter...

they sent, things did not go well and these plans.We have spoken to our customer and apologized for our failure to provide the type of customer service that we promised.  We have also made arrangements for compensation for the frustration and inconvenience that we caused.It is never our intention to make any part of our customer's shopping experience to be as aggravating as this has been.  We appreciate Mr. and Mrs. [redacted] taking the time to let us know about these issues.  We do hope they will consider giving us the opportunity in the futre to assist them with their furniture needs needs and provide them with the customer service that they deserve.  If there is any further information we can provide, please let us know.Sincerely,[redacted] President (Original ltr attached)

Mr. and Mrs. [redacted] purchased furniture from our Eastgate location on 12-10-16.  At that time the sofa was in stock and available for delivery, the loveseat was estimated to arrive 1-10-17.  Unfortunately the loveseat was delayed, more than once, and we did not contact them any of those...

times.   We understand their frustration and apologize that we clearly did not do our jobs.  Additional training will definitely be provided to hopefully avoid this aggravation for our customers.       We have made arrangements to pick up the sofa on Tuesday 2-7-17.   We will process all credits and refunds once it is back in our warehouse.We truly appreciate Mr. and Mrs. [redacted] taking the time to let us know of their experience with our store and hope that they might give us the opportunity to assist them in the future and provide them with the customer service they deserve.

Dan [redacted] , District Manager Virginia Suburban District contacted [redacted] of [redacted] in Sterling VA in reference to complaints against Acct #[redacted] on 9/14/17.  In response to Mr **’s complaint, Dan spoke on the phone with Mr. ** and met in person on 9/14/2017 with on-site manager,...

manager Helen [redacted].To rectify the situation the following steps have and will be taken:[redacted] was contacted and advised to take them out of collectionNew lease is to be created and signed at the unit level within 60 daysWill work with site to clarify their POC for Ecolab as well as Distributor Partners over next 30 daysFor now, Dan [redacted] will be the contact going forward until all concerns are satisfied.  Dan’s contact info is: CELL NUMBER:           ###-###-####.EMAIL:                        [redacted]

We have closed out the issue.