Advanced Auto Glass, Inc.

Better Business...

Bureau:
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.  Brenda from Star Furniture and I spoke twice. The first phone call was an introduction and ended with me sending her photographs of the sectional via email, as requested. The second phone call was to let me know that Brenda would be on vacation, and she left the contact information of another lady.I called the number and was sent to voicemail. Waited and was contacted by the person (my apologies for not remembering her name, I spoke with her once). She let me know the options Brenda had arranged:1. Spend $300 on a new chase at Star Furniture2. Receive a refund for the amount paid for the warrantyI let the lady know I would speak with my husband, and call her back the next day. My husband tried to call the number 4 times the following day, only to be sent to voicemail each time. I have not heard back from her, nor has my husband.I reject the options presented. I don't want a new chase, and I certainly don't want to spend more money at Star Furniture. I don't want a refund for the warranty. I would like my current chase fixed. If I wanted a new chase, I would go purchase one. I don't need a discount or a refund, I simply want the defective material fixed. If this is not an option, I reject all proposals and responses made by Star Furniture and would like to keep the complaint on file.
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.]
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.

Credits made back to debit cards are not allowed by [redacted]  This is not a Star policy.  This is the same policy in effect for  any retailer.  Our understanding is that the rule has not been firmly applied by [redacted] until October 1 this year, when the new chip card processing came into effect.  We have been told that this notification was sent to all debit card holders by their banks during the last year.The customer's credit application was denied because he did not meet our credit requirements.  A refund check has been mailed to the customer and we sincerely apologize for any inconvenience this may have caused.  Unfortunately, the problems caused  were not due to anything within our control. Sherrie B[redacted]

[redacted] products are not a bonded leather product.  The items purchased by this consumer were a split leather product that carried a 1 year warranty from Star, a 2 year warranty from [redacted] and a 10 year warranty on the frame.  This item was delivered on June 5, 2009 and is almost 7 years...

old and is out of warranty.  We will make no refund nor replacement. Sherrie [redacted]

Star has addressed and resolved [redacted] complaint.

I would first like to address to complaint made about the payments made by customer [redacted].  The contract signed by customer [redacted] was a 45 month contract with a no interest option if the contract was paid in full within 24 months.  If not paid in full all interest would be applied to the...

account.  The terms were apparently understood by Ms. [redacted] as she stated in her correspondence she attempted to pay the contact in full within the 24 month period.  The 24 month period ended on 3/1/15.  At that time the balance on the account was 432.27.  She paid an additional $200 on April 1 and again on May 1 leaving a balance of 32.27 of principal still owed.  However, the interest was applied as of March 1 because the contract terms had not been met.  We are forgiving of those terms when it is a matter of days or weeks that the consumer falls behind.  In this case it was over two months.  Paying off her indebtedness now will reduce the amount owed by approximately $500 from the original int amount of $2468 agreed to in her contract.  As for the cushions.  The customer filed a claim with [redacted] regarding her cushions.  The problem with the cushions is that they had been damaged multiple times by cat urine.  [redacted] declined to pay on this claim.  The customer paid to order new cores.  They were received and sent to our [redacted] store for the customer to pick up.  Multiple messages were left at the customer's home between August and November.  The customer never called or came to pick up the items.  On December 26th the customer called wanting the cushions and they had been disposed of because of no response.  We reordered the cushions at no charge to the customer and delivered by UPS on Januuary 16th.  In March the customer called looking for her c ushions.  Upon investigation it was determined that the customer had moved and we were not made aware of a new address.  The cushions were delivered to the address on file for the customer at the address the furniture had been delivered to in 2013.  After much discussion, it was determined  that we would re order the cushions for a third time at no extra cost to the customer.  Upon notifying the customer of our decision she asked for a refund which was declinedWe believe we have gone above and beyond all reasonable expectations to assist customer [redacted].  We will not remove the interest charges on the account and will not make a refund for the cushions.Sherrie [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.  
From: [redacted] Sent: Sunday, September 13, 2015 10:35 AM To: drteam Subject: Complaint#[redacted] LHello , I am writing to you in regard to complaint:[redacted] I just wanted to let you know that I am still having the same problem , I am still pulling an average of 15 to 20 feathers per day , feathers that make almost impossible to enjoy the set of furniture that I bought from star furniture , I did received a letter from the sale representative not from star furniture corporation that gave me the option of replacing my furniture with a 10% restocking fee , I do not agreed with these offer for two reasons , number one reason is that the letter was signed by sale representative not by store manager or corporation and second reason is that is they really believe in taking customers service to the next level they would have replaced the furniture without making me pay a 10% restocking fee , specifically when they know that the product they sold me has a manufacturer  defect , when I came to store days after I bought the furniture there were between 3 to 4 people in front of me with plastic bags full of bird feathers even the store management acknowledge that they had a lots of complaint with weathers poking people's body  And they were getting ready to put signs through out the store saying furnitures have feathers .I wish they would have told me that the furniture I was buying had feathers , I Would have never spent $9300 dollars at this particular corporation .

re:  [redacted]Our representative, Daniel [redacted], from our San Antonio location (the store that assisted in this customer's phone order), has reached out to the guest via the phone number listed on the order.  As soon as our representative identified himself and that he was calling from Star...

Furniture, the lady hung up on him.  Our representative called back and was forwarded to a voicemail, where he left a message asking the guest to contact him so he can assist in resolving the issue.  If the guest returns the call, we will update you.

Star Furniture is working with Mrs. [redacted] to come to a resolution.The [redacted] Warranty Plan Excludes wear and tear from everyday use. Also excludes misuse of the covered item that has been neglect, mishandled or damaged (including pet or animal damage of any kind).

From: [redacted] <[redacted]> Date: 9/18/17 1:46 PM (GMT-05:00) To: [redacted] Subject: Re: FW: RO [redacted]   [redacted] this would me my last attempt to reach you , I have called at list 5 times and left 3 vsmls If think for one minute that I will just forget how your company [redacted] UP my car $ FOR $3700 , You are mistaken. THIS IS WHAT GOING OT HAPPEN 1. I will file Revdex.com  complaint 2. Attorney General 3.http://[redacted]/  I will do everything I can  to destroy  your company reputation on line and I will. 4. ALL North coast locations will not do any business with your company. I have over 150 people under me plus friends and family members +Facebook Yelp Google I will make sure that your reviews score online drops bellow 1 and finally I file small claims on your company  for damages . you have until tomorrow  to reply with  positive answer or my COMPAIGN WILL START GOOD DAY [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.]
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.

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.  
Sent: Tuesday, January 30, 2018 10:00 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] I am currently out of the country I will call star furniture when I am back in the states I did not hang up I just currently do not have good connection. [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.]
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.  Thank you so much, as a consumer we don't know what to do without youHappy New Year

Hello [redacted], Please see the below email [redacted] sent to my General Manager, [redacted].  We turned this issue over to our insurance company, Nationwide, and they were the ones to determine it was not our wrongdoing.  They told us to not communicate with [redacted] directly and they would...

handle the issue moving forward from the time we got them involved a couple weeks ago.  Thank you, [redacted] President Advanced Auto Glass, Inc. 330-376-8688

The Guardian warranty is no longer vaild, because it has already been used.The warranty was fulfilled at the time of the reselection.

I apologize for any inconvenience this may have caused this customer.  His name has been removed from all mailing lists in our advertising department.Sherrie B[redacted]

Star Furniture is working with the guest to resolve the issue.

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.  
From: [redacted] [mailto:[redacted]] Sent: Tuesday, September 13, 2016 9:14 PM To: drteam <[email protected]> Subject: Complaint ID: [redacted] To whom it may concern: In regards to response from Star Furniture I dont accept the offer the mattress and box spring  cost more than that plus I had to purchase an additional mattress and box spring. That doesn't include the cost of the exterminators. My husband is a disabled veteran. This is a new house and the bed bugs came from the mattress set that Star brought to our home. I just want what I paid out.  Regards, Beulah [redacted]

I responded to this complaint through your online system last week - I have no clue why you did not receive it. Please advise that you receive this reply. After reviewing the service reports the following was found.  The body impression noted was 3/4" which is within the normal limits for this...

bedding as stated in the [redacted] warranty material provided to the customer.  Rotating the bedding will help to eleviate this problem.  Body impressions greater that 1 1/2" are not within normal limits.As to the stain on the bedding, the photograph does not show a fingerprint but some type of small stain on both the fabric and stitching.  Perhaps this could have occurred when the bedding was moved from one location to another after the initial delivery.  According to the guidelines of the [redacted] warranty we do not find this bedding to be defective and will not make a replacement. Sherrie B[redacted]

First of
all I would like to address the accusation of the consumer that “they were
scammed”.  Our interest free financing promotion is not a scam.  We
have thousands of customers  take advantage of our promotional financing
each month.  The vast majority payoff their account...

with zero interest
charged.  It would appear that this customer did have a full understanding
of what they were signing at the time of purchase, and again when they received
the “30-day reminder notice”.  The reminder notice was sent in May 2015,
advising the customer of the upcoming expiration date for the free finance
period. 
Finance
promotions are offered by many retailers throughout the country.  Star
Furniture’s promotions typically benefit of the consumer.   In brief,
our finance terms are based on the dollars the customer is spending.  The “Arthur
contract” was written as a 48 month contract and if paid in full within 24
months, all finance charges would be deducted from the account.  I have
attached the signed contract with all the information given to the customer at
the time of the purchase.   This is explained in full at the time of
the purchase by the star associate working with the customer, and of course in
the contract language. 
Knowing
that customers may need a reminder as to the time element of their contract, we
send a  reminder letter to them in the month prior to the end of the free
finance period.  This letter also outlines the pay off amount.  The
letter was mailed to the Arthur’s on May 20th, by first class mail.  This
is a standard practice.  Finally, Star Furniture also gives a 14-day grace
period to our customers, who may inadvertently miss the expiration date.  This
was not the case with the Arthur account.
On June 1,
the principal amount still owed on the contract (without finance charges) was
$873.11.  The Arthur’s continued to make two additional monthly payments.  one received
in June and on received in July.  On August 20th the customer called
stating they had missed their June 1 pay off.  When we reiterated the
terms of the contract the customer became angry and stated she would be
contacting an attorney.  Later in the day Chris Arthur sent an email
reiterating what had occurred and asked that we reduce the finance charges to
only a two month period because they were passed the pay off by "only two
months".  On August 24th we contacted the customer in a goodwill
effort to peacefully solve this account dispute.   Star Furniture offered
to reduce the amount of finance charges owed by 50%.  The customer did not
accept this goodwill offer.
We feel
our offer to reduce the finance charge by 50% is a fair compromise with the
customer due to what we consider to be missteps on their
part.    The offer of “free financing” was only applicable if
the contract was paid in full within the 24 month period.  At last contact
with the customer the amount of finance charges applicable to this account were
approximately $1600 because the original 48 month contract would be paid off
early.  We agreed to reduce this amount to 50%  owed for finance charges, plus the balance of
the principal. 
The one-time
goodwill offer was in effect until Sept 1, 2015.  If the offer was not
accepted, then Star Furniture would revert back to the original terms of the
contract.  The customer accepted the
terms and paid the contract in full on Aug 31, 2015.
In
addition our customer service department inspected the merchandise on August 14
and determined that there had been water damage to the night stands.  We will be bringing the night stands into our
shop for repair under their Guardian Warranty the first week in September.
Sherrie
B[redacted]