ITC Delta Com Communications inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I returned the call to the number supplied and was pleasantly surprised to see that the contact person answered despite the fact it was late at night.  She patiently answered my questions and supplied the information I needed to my complete satisfaction.I shared the frustration I felt from the initial lack of response, which led to the Revdex.com filing.I asked the company to look into training the agent who initially assisted me as well as all of their agents to assure that they follow through on customer requests and keep all promises made to the customer.The company would also benefit from having an escalation process to address customer concerns not fulfilled by the initial contact.  In my subsequent contacts with the company, I expressed the frustration  of not having my questions answered during the first call, and I would have appreciated being able to talk to a supervisor, instead of that agent taking a message and having that call never returned.However, at this point, my concerns were resolved.
Regards,
[redacted]

In regards to this claim as representative of the Chula Vista showroom will be contacting the customer directly.
As a one-time courtesy we will authorize the consumer to return the mattress protector as long as it is in as new condition.
The consumer would have 48 hours to return the mattress...

protector to the store location.
Should the consumer have any additional questions or concerns, she may contact us at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this issue has been resolved, as I received and cashed the check on Saturday, May 9th.  Apparently, the complaint is with my mail carrier of the U.S. Postal Service, which a separate government complaint has been lodged, due to USPS' continuous delays in routing (and mis-routing) mail, and mail they erroneously return, despite the correct address being written on the correspondence.  Many articles of mail (I know of four pieces of mail) have been returned, and rerouted to me, taking 7-10 days for me to receive mail which is properly addressed.Therefore, please close the complaint out, as Jerome's has fulfilled their obligation to me in full.
Regards,
[redacted]

Dear [redacted]
 
             Thank you for providing us with the additional information.
 
We can send another technician out to your residence to re-inspect the merchandise for a 2nd opinion.
 
If this technician should deem this is a seam separation we can gladly honor the one-year warranty.  Should the outcome of the inspection be the same, the offer to meet you half way with the part would still be valid.
 
We offer appointments in your area 7 days a week; the next available appointment is currently available for Saturday February 27, 2016.
 
Please contact us at [redacted] and we can gladly schedule your appointment.
 
You service reference number is [redacted]
 
Should you have any additional questions or concerns, please do not hesitate to contact us at the number listed above.
Sincerely,
 
Jerome's Furniture

I did not agree with Jerome's response due to the fact I have been lied to throughout this whole process. When the technician came out to look at our recliner, he told us on Feb 26, 2015, they were going to order the parts, we should receive them in 4-6 weeks. However, I received an email from [redacted] stating Jerome's is ordering the part and it should take 6-8 weeks to receive. They also stated since the part was coming from overseas, it will take 6-8 weeks. After waiting 8 weeks exactly, I went to Jerome's personally spoke to the manager and he stated "the parts would take 10-12 weeks, due to the fact they were coming from overseas. Exactly 12 weeks later I once again went to the Jerome's, and was told by another manager, I would have to wait 120 days because if 120 days does not pass and they send out my part for the recliner Jerome's would not receive their credit from the manufacturer.
I see this as bad business practices. They deliberately and intentionally made us wait 120 days, so that they could receive their credit from the manufacturer. Forget about the customer, they were looking out for themselves. Totally unacceptable. That is why I asked for my money back on the recliner. In the future when the sofa recliners stop working, I will be back at square one with Jerome's.
They are not a business that holds up on their part of the contract. They also stated that [redacted] is a third party and they have no control over how they do business. I do not see this as [redacted]'s fault, after all Jerome's is the business that sold me the warranty. They are totally responsible and need to step up to the plate.

Dear Mrs. [redacted],    Thank you for reaching out to us with the concerns of the purchase of your adjustable base and mattresses.After review of your account, several members of our management team have spoken with you in regards to the mattress and adjustable base.We understand your...

frustration, however, we are unable to comply with your request for refund.The offer which was extended is for the mattresses only.  We can offer reselection of the mattress with a 20% restocking fee.  We will waive the additional delivery fee, which would normally be charged.The mattresses must be in new condition.  Once you have selected new merchandise we will pick-up the mattresses in your residence.The offer for reselection is valid until February 1, 2017.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture

Dear [redacted],                We appreciate you taking time to reach out to us in regards to your account.Our accounting department is looking further into the charge back request from your bank.  We will be in contact with you by the beginning of next...

week with additional information in regards to the current collection account.Should you need immediate assistance, please do not hesitate to contact us at (866) 633-[redacted].Sincerely,Jerome's Furniture

Dear [redacted]
 
               Thank you for reaching out to us.  We apologize once again for any inconvenience which has occurred.
 
Unfortunately we are unable to comply with your request for refund or replacement.
 
We currently have the part available to install and would need to send the technician to re-evaluate the merchandise to see if there is an alternative option we can provide.
 
Since we have not inspected the merchandise since December 17, 2015 and new issues are being reported we will need to have the technician inspect the merchandise in your residence.
 
We offer technician appointments in your area 7 days a week; the current next available appointment is this Saturday February 27, 2016.
 
Please feel free to contact us at ([redacted] and we can gladly schedule the technician appointment and determine what we are able to offer.
 
 
Sincerely,
 
Jerome's Furniture

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Jerome's did not email and ask me to send them pictures of the merchandise in my home.  A technician was sent to my home for the sole purpose of taking pictures on 16APR16.  He left here at 0930.   Jerome's has been in receipt of those pictures since 16APR16.  I have attached the email correspondence between [redacted] and me.  He clearly states that the pictures were received and that the merchandise is "in great condition".
I went to Jerome's on 06MAY16 at approximately 1:45 PM to discuss the options that he presented in his email dated 29APR16.  When a salesman approached him and pointed out to him that I was waiting to see him, [redacted] closed the door to his office.  I browsed the store for about five or ten minutes and then approached the customer service area.  When I asked for [redacted], I was informed that he had gone to lunch.
Clearly, Jerome's is not acting in good faith to resolve this issue.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this current action will not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] has contacted me again and I have sent them the original information 2 more times.  I am awaiting satisfactory resolution on the issue.  Once an acceptable offer has been reached, I will gladly accept the resolution through the Revdex.com.  [redacted] has had 4 months to resolve this issue and has dragged their feet.  I have been approached 2 more times in the last 2 weeks without any offer of resolution, simply to resend information that I had previously sent them.
I am awaiting final word from [redacted]. Thank you for following up with them, please continue to push them for resolution as this issue has gone on way too long.  Thank you for all your help. Please see the attached coorespondance between myself and [redacted] below...
Regards,[redacted]
The estimate for the entire flooring exceeded $5,000 from the contractor that your insurance company brought in.  I do not have that documentation but spoke directly to the insurance company and the contractor after his visit.  As mentioned before, in addition to the flooring estimate provided, there is approximately another 200 sqft that would need to be replaced, and multiple damage marks to the walls, baseboards and handrails that were done.  I would be willing to do that work myself as part of a settlement provided I was compensated with material costs and received the full amount of the two invoices I sent previously.  I would need the following:
 
In regards to the chipped walls and paint, 2 – 1 gallon containers would suffice plus supplies (patches, brushes, tools, etc) to repair the damages done.  There are two different colors affected on multiple levels, including the cleaning of the walls (already done as this process has taken so long). 
 
There are also multiple places when the quarter round was damaged and would need to be replaced.  I do not have an estimate for it, but there are 3 segments that are damaged throughout the house, the total length adding up to approx. 30 ft.
 
I hope this is enough information to help provide an agreeable settlement figure and be able to avoid any legal proceedings.  I look forward to your reply.
 
Thank you,
[redacted]
 
[redacted] | Sr. Service Account Manager
 
 From: [redacted] [mailto:t[redacted].com] Sent: Monday, August 03, 2015 7:51 AMTo: [redacted] E K BISSubject: [External] RE: [redacted] - more picture: Property Damage Review/Inquiry
 
Mr. [redacted],
 
Do you have an estimate of what the total cost of all repairs would be? I got the $3,413.89 for just the floor, but if you have a number for all the repairs I can get an answer from my contractor on a possible settlement. Thanks.
 
[redacted]
Operations Manager
[redacted]
16960 Mesamint Street
San Diego, CA 92127
O:  866.633.4094, Ext. 8844
M:  425.275.7064
F:  858.312.5449
Website | Blog | Brochure | vCard | LinkedIn | Facebook | Email
This communication contains information from [redacted] that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender any person who receives this information is prohibited from disclosing, copying, distributing and or using it. If you have received this communication in error, please immediately delete it and all copies and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law. Any unauthorized dissemination, distribution or copying of this communication is strictly prohibited. 
 
 
From: [redacted] [mailto:[redacted].[redacted]@otis.com] Sent: Monday, July 27, 2015 3:40 PMTo: [redacted] <t[redacted].com>Subject: RE: [redacted] - more picture: Property Damage Review/Inquiry
 
Mr [redacted],
 
I have sent these invoices multiple times.  Attached you will find both invoices – one for the installation and one for the materials. The invoice for $1,432.00 is for the installation labor only, and the amount you offered initially for the entire replacement of the damages.  The other attachment included the material portion of the flooring that was negated from the offer.  This additional $1981.89 would add up to a total of $3,413.89.  As mentioned to [redacted] and multiple parties, this would not cover all the damages, but simply the portion of the floor that was replaced immediately prior to the delivery damages. 
 
Thank you for getting back to me and I will look forward to an offer where we can settle this matter before arbitration or further legal action.  I will look forward to your reply.
 
Regards,
[redacted]
 
[redacted] | Sr. Service Account Manager
 
From: [redacted] [mailto:t[redacted].com] Sent: Monday, July 27, 2015 3:16 PMTo: [redacted]Subject: [External] RE: [redacted] - more picture: Property Damage Review/Inquiry
 
Mr. [redacted],
 
I understand that the first estimate provided was only for part of the fix that you are asking for. If you could please provide me with all the estimates you have for all the damage because we would like to see if we can settle this claim before it goes to arbitration.
 
[redacted]
Operations Manager
[redacted]
16960 Mesamint Street
San Diego, CA 92127
O:  866.633.4094, Ext. 8844
M:  425.275.7064
F:  858.312.5449
Website | Blog | Brochure | vCard | LinkedIn | Facebook | Email

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On 4/18/15, I purchased furniture a specific color and paid the delivery charges to have it delivered to my home. Once it was delivered, the furniture color did not match. I went back
to the store the next day and spoke with the store manager and she told me that she was going to charged me again for delivery the correct color furniture. I was really disappointed which I have to paid of their mistake.
On top of that I was charged for absolutely no reason. They charged me $45 to pick up the old furniture and I called to ask about the charge, they told me that they could send me a receipt to use as a Tax Deduction Donation. But nothing was ever picked up. I believe that the receipt is fraudulent and I could get into trouble for using that as a tax deduction with the IRS.
To resolve the problem, I would appreciate it if I could get my wrongful charge money refunded for what thet called DONATION pick up charge and 2nd Delivery charge. I do not want $50 Gift Certificate that was offered because I have no intention of ever purchasing any items at this store.
  Regards,   My Phu

Dear [redacted]
 
Thank you for reaching out to us.  We apologize for the inconvenience which has occurred.
 
After review of your account, the delivery fee in the amount of $89.99 was refunded on February 23, 2016 onto the [redacted] Card on file.
 
We do understand your...

frustration; however, we are unable to provide a discount off your purchase price.  The delivery fee has been refunded due to the inconvenience which occurred.
 
Please do not hesitate to contact us at [redacted] should you have any additional questions or concerns.
 
Sincerely,
Jerome's Furniture

Dear Mrs. [redacted],                  Thank you for reaching out to us.  We apologize for any inconvenience which has occurred.After review of your account, the original merchandise was delivered on November 6, 2016.  The original merchandise...

which was selected was never exchanged for the same product.Two reselections have occurred (where other merchandise was selected) on March 14, 2017 and again on August 6, 2017.A technician visited your residence on December 13, 2017 but at this time we were notified that you were denying repairs.At this time we can offer an exchange of the sofa (warranty is for service and parts), however, we are unable to comply with your request for refund.Should you wish to proceed with either the repairs or exchange, please feel free to contact us at (866) 633-4094.  Our service department is open daily from 6:00 am to 7:00 pm.Sincerely,Jerome's Furniture

Dear Mr[redacted]
Thank you for reaching out to us.  I apologize for the inconvenience which has occurred.
 After revew of your account, we did offer to waive the additional fee since you are out of our regular service area to have the technician confirm what parts are needed to be...

able to repair the merchandise.
 In lieu of the technician appointment you opted to receive the $200 discount.  With our Jerry's Bloopers and even floor models we only reduce the price by 10%.
 We do understand your frustration; however, we are unable to comply with your request of a refund of $800.  
 As a good faith gesture we can offer the technician as a one-time courtesy, should you wish for the technician to still inspect the merchandise in your residence.
 The above offer is valid until October 5, 2016.
 Should you wish to schedule the technician appointment, simply contact us at [redacted]
 
Sincerely,
 
Jerome's Furniture

Dear [redacted]
     
       Thank you for reaching out to us.  We apologize
for any miscommunication which has occurred.
 
The OOPS warranty is a 3rd
party warranty through Guardian and covers an array of one-time accidental
stains and...

damages.
 
In order for a claim to
be processed Guardian must have specific on the actual damage and when it
occurred to verify your coverage under their warranty.
 
Guardian was contacted
in regards to your claim and they notified us that the claim had to be closed
since they were awaiting specific on what the stain was and how it occurred.
 The claim was closed since no additional information was provided.
 
We understand your
frustration, however, since the warranty is through Guardian directly, Jerome's
is unable to provide approvals or refunds on the policy.
 
Should you like to
request a refund of the warranty, you can simply contact Guardian directly with
this request.  Once they have confirmed that no repairs have been made
under their warranty they can process a pro-rated refund.
 
In the case you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-4094.  Our service department is open daily from 6:00 am until 6:00
pm.
 
 
 
Sincerely,
 
 
Jerome's Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear
Mr. [redacted],
 
             Thank you for
providing us with additional information.  The portion of our receipt
which indicates refunds, notifies our consumers on how refunds are processed.
 
Refunds are only applicable if the merchandise has not been
delivered to the residence.  Once your merchandise has been delivered the
product is a final sale.
 
The store where you made your purchase is a part of our Love
it! guarantee.  The Love it! guarantee is outlined in the copy of the
receipt which you provided.
 
This option does allow consumers, of this particular store
location, to reselect within 30 days of the original delivery date for other
merchandise; certain contingencies are applicable for this option. 
 
A refund is not an option under this guarantee and refunds
are not applicable under our policy, unless the product has not been delivered
or picked-up.
 
Should you have any additional questions, please feel free to
contact us at (866) 633-4094 and we can gladly go over our policy and
warranties.
 
 
Sincerely,
 
Jerome's Furniture