MtnSea Properties

? Complaint: [redacted] I am rejecting this response because: [redacted] how can an extended warranty start the same day it was purchased? Extended warranty by definition means "to extend beyond manufactures warranty" so it should have ended in that being said I did request my store credit within the day periodPlus once again the sales person stated that years from purchase date I would have the in store credit....As for the "offer of special" pricing that's a joke because i'd need to spend thousands of dollars for a "best effort" to get to the $credit the currently owe me[redacted] Sincerely, [redacted]

? Complaint: [redacted] I am rejecting this response because:On Wednesday we were told that the order had been cancelled and we would be able to get our refund in Fort McMurray on ThursdayOn Thursday we were not able to get our refund and on Friday we were called by The Brick to inform us the delivery truck was at our old residence in EdmontonThe order was obviously not cancelled and they were still attempting to send the furniture we did not want.Around I called the store and after waiting for a while on the phone was able to get to a customer service representativeThis employee said Sue was unavailable and took a message and told me she would get it to Sue.? Around 5:I called again and asked if Sue was inShe wasWhen I asked about the message, she said she never received it.I then told her what occurred and for some reason she was able to get the order closed and my money refunded in only minutesThat was great, but I still don't understand why that wouldn't have happened when we asked already on Wednesday [redacted] When asked how I would be compensated for all the of the issues that occurred I was told by Sue that she would contact The Brick manager in Fort McMurray and give us "a deal"Not only do I not want to give The Brick another centI want to be compensated for the hours of wasted time and the rental fee for having to get a U haul in order to get a mattress because of the extremely short notice they gave us when saying they could deliver our original mattressAlso I think I should receive a refund on the commission fee from Lucky, our original salesperson, [redacted] These are just a few ideas on what The Brick can do to make us even.? ? ? ? ? ? ? ? ? ? ? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ We thank you for taking the time for sending in your emailWe would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file it would be much appreciated

Customer reported defect in surface leather in January ? & technician was assigned.In March 2016, they were offered to visit the store to reselect towards another living room seating (full amount paid for the items) extended warranty deemed used and Customer was given days.? Carly contacted the store in May to proceed therefore another technician was sent out to assess the condition as the offer above was valid for days, defects were reported well over a year ago.? Claim was denied do to the length of time ?" see pictures below[redacted] *

? Thank you for sharing your experience with us as we appreciate your business and wish you did not encounter this experience with usIf your purchase is damaged, defective or not properly functioning, contact us within three days of delivery or pick up and we'll be happy to help you with a repair or a replacementOnce you’ve taken possession of your product, we’re unable to offer refunds or reselections on appliances, furniture items or accessoriesSelected product by client was? purchased AS IS liquidation, which is a discontinued modelThe Brick is offering to either 1) processed with the repairs, OR 2) Keep the product AS IS with an in store credit in the amount of 434$ and may be used towards any purchase item (no more warranty coverage on product)

[redacted] We are sorry to hear of your disappointment with this situationCopy of purchase order is attachedExtended Warranty was purchased for the dinning set only, "W" beside item codes to relate what items are covered under the extended warranty program purchased by the customerStore manager has be in contact with the customer in regards to their living room set (not under extended warranty) , and offered a replacement piece at a large discounted priceCustomer was to think about the offer and call back with decision

? [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.A resolution has been agreed uponNo further issue Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I maintain my position that the redemption credit should have been automatically transferred to the other purchase after the warranty period has expired? The purchase papers ( [redacted] ) can be considered as written intent/instructions for this? During that days period, that credit should have been transferred for the ottoman Sincerely, [redacted] ***

We understand you are reporting several issues with your dinning set purchased in September 2012.We have also received the pictures provided by the technicians visitWe are sorry to convey that the concerns you are experiencing are not considered warrantable.? We are happy to abide by the Terms and Conditions of our extended warranty but the issues described do not fall under a manufacturer’s defect in workmanship, construction or craftmanship.? Nor do they appear to have been reported in a timely manner which is one of our provisions for some warrantable issues.? Your business is important to us and we do not wish to lose you as a customerWe would be more than happy to provide preferred pricing on your next purchase, this would be dependent on what product you chose, as it is not a specific amount but based solely on productYou would essentially be eligible for friends and family best offered pricing on your next furniture purchase

Initial Business Response / [redacted] (1000, 5, 2016/03/18) */ Credit has been applied, and customer picked up their product

? Complaint: [redacted] I am rejecting this response because:1: your sales guy said they where free I never purchased any bedding items scam2:you are now charging me for not keeping the garbage you sent out3:not giving you my credit card info because so far you trying to scam me and charge for things that where never bought4: I had to buy more sofas because I gave away my old ones and have to wait for my new ones5: maybe you should then be paying me for storing your garbage for months [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/05/17) */ Voicemail message was left for the customer by our warranty management team in reference to their Revdex.com complaint, to review the file in order to find satisfactory resolution Final Business Response / [redacted] (1000, 8, 2016/05/19) */ Customer has been contacted by our warranty management team, replacement of loveseat has been offeredCustomer is satisfied with this option

Complaint: [redacted] I am rejecting this response because:Even if The Brick allows its employees to take time off paid or unpaid just to get the warranty service which their employees purchased, it is unjustified for The Brick to expect other employers to follow their leadWhy a paying customer must request time off from employer for a service which was sold during after core business hours or weekendsThis is manipulation and exploitation of customers and they should have revealed this strategy at the time of selling warranty.? ? I expect them to repair the love seat and then offer me full refund after this full disclosure on their unstated limitations in providing warranty service.? Sincerely, [redacted] ***

Hi [redacted] ? Sorry for the late response, just wanted to inform you this customer was dealt with and offered a re-selection under the warranty programCan we have this case re-opened and have the above comments entered as resolution ?? Thank you!? Kassey-Lee L [redacted] ? | ? Customer ExperienceThe Brick ?" Corporate Office16930-Avenue, Edmonton, AB ? T5M 3S

[redacted] The customer service representatives did not record all of our furniture issues [redacted] ***, the Brick will not acknowledge them as they are not in their systemAs customers, we DO NOT have access to what the representative has written nor do we have the ability to sign off on the report to confirm its accuracy and we trusted the customer service representative and technicians to accurately input the information [redacted] As mentioned, we would like our dining table and chairs replaced at no extra cost as they do not manufacture them anymore [redacted] ? It has taken over a year for the Brick to address our issues ?" customer service representatives saying that the claim is with the adjudicator, operations manager says the claim was closed, operations manager said that there was no claim for the couches, etcThere was a lot of [redacted] ? miscommunication, and information loss on the Brick’s side of thingsThis is clearly documented in our emails that a year after we made the claim, the adjudicator has not made a decision We sent documents to both the operations manager and the store manager of the Brick, and they came to conclusions without reading all the information and insinuated the issues were our fault and we didn’t put in the claim prior to the warranty expiration date, which is and documentation has been provided The store manager of the store said that he would ‘take care of us’ and when we asked to clarify, he said that the Brick would cover the difference and now he is going back on his word According to the Brick’s year warranty, they do cover scratches, it is under accidental rip or cutThe definition of rip or cut does not say it the cut/rip needs to go through to the other sideA scratch can also be considered a cut/ripWhen we purchased the sofas, the customer service representative said that a scratch would be covered Again, the Brick sells us one thing, but refuses to acknowledge it so that they don’t have to move forward with the claim The finishing at the bottom of the couches are wood ?" according to the coverage details it covers both changes in luster and cracking and peeling of finish ?" again, the Brick isn’t covering thisHowever, we provided a written documentation including photographs well before our warranty was expired When the furniture was delivered to our house, the contract delivery people damaged our houseThe Brick only wrote us a cheque for $and we had to pay a significant amount out of pocket ?" walls were damaged, carpet was damaged, front door and entrance were all damaged, etc ? [redacted] ***

? 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 Sincerely, [redacted] ? [redacted]

Complaint: [redacted] I am rejecting this response because:? The hoses were promised to me because the ones I had got damaged due to so many times of install and uninstall because of the defective washing machines I was given.? They had promised it to me at the time of the last washing machine delivery but failed to do that so I had to go pick it up from the storeSo far, I have had days I had to be available all day for delivery and exchange, received? defective machines, and one time the delivery men noticed a large dent on the washing machine after removing the box even before delivering it in, so they returned the washing machine.? [redacted] ? ? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ Customer has been contacted by our warranty supervisor [redacted] PARTS ORDERED AND INSTALLED [redacted] PARTS ORDERED & INSTALLED [redacted] NO PARTS ORDERED NO PARTS INSTALLED [redacted] Tech was sent out yesterday March 9th to complete the repairs The customer doesn't qualify for replacement

Sales Order Invoice [redacted] - Reference customer code [redacted] Fridge was delivered on December 16th 2015, any damages need to be reported within the days of delivery.Customer has been advised

Customer has been contacted by warranty customer care supervisor named Andrea.Customer contacted [redacted] manufacture as they wish to have a technician from the manufacture only, they? were quoted a lower? cost and earlier appointmentCustomer is sending a copy of estimate to Andrea, which we will present this to [redacted] as the extended warranty is offered by [redacted]