Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ On May 15th, I was at the sales counter with Ted Franz when MrKloster calledHe stated to MrFranz that he wanted to return the mattress because it didn't have any handlesThe Longwood Firm MrKloster tried on our sales floor never had any handlesHe showed you a picture on a price cardThey use the same picture on all the price cards, I am attaching two different price cards with two different names on them and you can see they use the same pictureTed Franz explained to MrKloster that we don't take returns on mattressesI have attached his sales slip and it is clearly stated on thereWe especially can't take back a mattress that has been opened in a customers home for seven monthsWe have no way of knowing if the bed has been slept onWhen MrKloster first complained about the bed not having handles he said he noticed right away when on the 18thHe didn't call us until the 27thMrFranz informed him at that time that the bed would have to be returned immediately and as long as it wasn't slept on and it was unopenedThat has always been our policy MrFranz was on the phone with him for to minutes and when MrKloster couldn't get the answer he wanted he asked to speak to me, Vince KlineI am also an owner like MrFranz but I am the president and he wanted to speak with someone who had more authorityMr Franz didn't just hand the phone to meI told Mr Kloster that there wasn't anything I could doI explained to him that the mattres he tried on our sales floor is the same mattress he had in his homeThat model never had handlesI said if the bed was unopened we could work with him, but it has been opened in his home for seven months and I couldn't take it backAt this point we had been on the phone with him for over minutes and we only have one business lineI explained to MrKloster that I had to free up the line and also help customersHe wanted to keep arguing and I listened for a few more minutesI then explained to him several more times that I had get off the line and I finally told him I was sorry to do this but I had to get off the line and I hung upI didn't just hang up on him like he explained Neither MrFranz or myself were ever rude or belligerentI have been in this business for almost years and I am not that kind of person I wasn't here on May 16th when Mr Kloster stopped in but we had three employees present when MrKloster was hereMrFranz was never belligerent or hostileMrKloster tried to return his mattress again and when MrFranz woudn't comply MrKloster wanted to stand at our sales counter and argueMrFranz told him that he needed to help customers and couldn't spend anymore time discussing the matterAt one point MrKloster told MrFranz that he was a marine and didn't take guff from anyoneHe then told MrFranz if he came closer he could show himMrFranz asked if he was threatening him and MrKloster smiledThat is when Mr Franz asked him to leaveAgain, there were people who witnessed this conversation MrKloster again on May 23rdHe came up to me and told me his name and asked me if I knew who he wasHe told me that I was a terrible business person, he asked me what kind of businessman hangs up on someoneI told him that I explained to him or times that I couldn't tie up our business line any longer and had to hang upHe told me that he didn't remember me telling him thatI then told him that I wasn't going to discuss the matter with him anymoreHe told me he just wanted to stop in and look me in the eyeIf anyone is trying to be intimidating it is MrKloster This shoud answer all the claims of MrKloster Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ ***See attached document Final Business Response / [redacted] (4000, 11, 2015/06/15) */ I will refer back to my original letterThe mattress is months old, there is nothing wrong with the product, the bed he picked out on our sales floor is the same mattress he has at his cabinIt NEVER had any handles on itThe customer saw it on our sales floor, laid on it and chose that mattress
Initial Business Response /* (1000, 5, 2015/05/27) */
On May 15th, 2015 I was at the sales counter with Ted Franz when Mr. Kloster called. He stated to Mr. Franz that he wanted to return the mattress because it didn't have any handles. The Longwood Firm Mr. Kloster tried on our sales floor never...
had any handles. He showed you a picture on a price card. They use the same picture on all the price cards, I am attaching two different price cards with two different names on them and you can see they use the same picture. Ted Franz explained to Mr. Kloster that we don't take returns on mattresses. I have attached his sales slip and it is clearly stated on there. We especially can't take back a mattress that has been opened in a customers home for seven months. We have no way of knowing if the bed has been slept on. When Mr. Kloster first complained about the bed not having handles he said he noticed right away when on the 18th. He didn't call us until the 27th. Mr. Franz informed him at that time that the bed would have to be returned immediately and as long as it wasn't slept on and it was unopened. That has always been our policy.
Mr. Franz was on the phone with him for 15 to 20 minutes and when Mr. Kloster couldn't get the answer he wanted he asked to speak to me, Vince Kline. I am also an owner like Mr. Franz but I am the president and he wanted to speak with someone who had more authority. Mr Franz didn't just hand the phone to me. I told Mr Kloster that there wasn't anything I could do. I explained to him that the mattres he tried on our sales floor is the same mattress he had in his home. That model never had handles. I said if the bed was unopened we could work with him, but it has been opened in his home for seven months and I couldn't take it back. At this point we had been on the phone with him for over 30 minutes and we only have one business line. I explained to Mr. Kloster that I had to free up the line and also help customers. He wanted to keep arguing and I listened for a few more minutes. I then explained to him several more times that I had get off the line and I finally told him I was sorry to do this but I had to get off the line and I hung up. I didn't just hang up on him like he explained.
Neither Mr. Franz or myself were ever rude or belligerent. I have been in this business for almost 30 years and I am not that kind of person.
I wasn't here on May 16th when Mr Kloster stopped in but we had three employees present when Mr. Kloster was here. Mr. Franz was never belligerent or hostile. Mr. Kloster tried to return his mattress again and when Mr. Franz woudn't comply Mr. Kloster wanted to stand at our sales counter and argue. Mr. Franz told him that he needed to help customers and couldn't spend anymore time discussing the matter. At one point Mr. Kloster told Mr. Franz that he was a marine and didn't take guff from anyone. He then told Mr. Franz if he came closer he could show him. Mr. Franz asked if he was threatening him and Mr. Kloster smiled. That is when Mr Franz asked him to leave. Again, there were people who witnessed this conversation.
Mr. Kloster again on May 23rd. He came up to me and told me his name and asked me if I knew who he was. He told me that I was a terrible business person, he asked me what kind of businessman hangs up on someone. I told him that I explained to him 5 or 6 times that I couldn't tie up our business line any longer and had to hang up. He told me that he didn't remember me telling him that. I then told him that I wasn't going to discuss the matter with him anymore. He told me he just wanted to stop in and look me in the eye. If anyone is trying to be intimidating it is Mr. Kloster.
This shoud answer all the claims of Mr. Kloster.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
[redacted]See attached document.
Final Business Response /* (4000, 11, 2015/06/15) */
I will refer back to my original letter. The mattress is 7 months old, there is nothing wrong with the product, the bed he picked out on our sales floor is the same mattress he has at his cabin. It NEVER had any handles on it. The customer saw it on our sales floor, laid on it and chose that mattress.
Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ On May 15th, I was at the sales counter with Ted Franz when MrKloster calledHe stated to MrFranz that he wanted to return the mattress because it didn't have any handlesThe Longwood Firm MrKloster tried on our sales floor never had any handlesHe showed you a picture on a price cardThey use the same picture on all the price cards, I am attaching two different price cards with two different names on them and you can see they use the same pictureTed Franz explained to MrKloster that we don't take returns on mattressesI have attached his sales slip and it is clearly stated on thereWe especially can't take back a mattress that has been opened in a customers home for seven monthsWe have no way of knowing if the bed has been slept onWhen MrKloster first complained about the bed not having handles he said he noticed right away when on the 18thHe didn't call us until the 27thMrFranz informed him at that time that the bed would have to be returned immediately and as long as it wasn't slept on and it was unopenedThat has always been our policy MrFranz was on the phone with him for to minutes and when MrKloster couldn't get the answer he wanted he asked to speak to me, Vince KlineI am also an owner like MrFranz but I am the president and he wanted to speak with someone who had more authorityMr Franz didn't just hand the phone to meI told Mr Kloster that there wasn't anything I could doI explained to him that the mattres he tried on our sales floor is the same mattress he had in his homeThat model never had handlesI said if the bed was unopened we could work with him, but it has been opened in his home for seven months and I couldn't take it backAt this point we had been on the phone with him for over minutes and we only have one business lineI explained to MrKloster that I had to free up the line and also help customersHe wanted to keep arguing and I listened for a few more minutesI then explained to him several more times that I had get off the line and I finally told him I was sorry to do this but I had to get off the line and I hung upI didn't just hang up on him like he explained Neither MrFranz or myself were ever rude or belligerentI have been in this business for almost years and I am not that kind of person I wasn't here on May 16th when Mr Kloster stopped in but we had three employees present when MrKloster was hereMrFranz was never belligerent or hostileMrKloster tried to return his mattress again and when MrFranz woudn't comply MrKloster wanted to stand at our sales counter and argueMrFranz told him that he needed to help customers and couldn't spend anymore time discussing the matterAt one point MrKloster told MrFranz that he was a marine and didn't take guff from anyoneHe then told MrFranz if he came closer he could show himMrFranz asked if he was threatening him and MrKloster smiledThat is when Mr Franz asked him to leaveAgain, there were people who witnessed this conversation MrKloster again on May 23rdHe came up to me and told me his name and asked me if I knew who he wasHe told me that I was a terrible business person, he asked me what kind of businessman hangs up on someoneI told him that I explained to him or times that I couldn't tie up our business line any longer and had to hang upHe told me that he didn't remember me telling him thatI then told him that I wasn't going to discuss the matter with him anymoreHe told me he just wanted to stop in and look me in the eyeIf anyone is trying to be intimidating it is MrKloster This shoud answer all the claims of MrKloster Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ ***See attached document Final Business Response / [redacted] (4000, 11, 2015/06/15) */ I will refer back to my original letterThe mattress is months old, there is nothing wrong with the product, the bed he picked out on our sales floor is the same mattress he has at his cabinIt NEVER had any handles on itThe customer saw it on our sales floor, laid on it and chose that mattress
Initial Business Response /* (1000, 5, 2015/05/27) */
On May 15th, 2015 I was at the sales counter with Ted Franz when Mr. Kloster called. He stated to Mr. Franz that he wanted to return the mattress because it didn't have any handles. The Longwood Firm Mr. Kloster tried on our sales floor never...
had any handles. He showed you a picture on a price card. They use the same picture on all the price cards, I am attaching two different price cards with two different names on them and you can see they use the same picture. Ted Franz explained to Mr. Kloster that we don't take returns on mattresses. I have attached his sales slip and it is clearly stated on there. We especially can't take back a mattress that has been opened in a customers home for seven months. We have no way of knowing if the bed has been slept on. When Mr. Kloster first complained about the bed not having handles he said he noticed right away when on the 18th. He didn't call us until the 27th. Mr. Franz informed him at that time that the bed would have to be returned immediately and as long as it wasn't slept on and it was unopened. That has always been our policy.
Mr. Franz was on the phone with him for 15 to 20 minutes and when Mr. Kloster couldn't get the answer he wanted he asked to speak to me, Vince Kline. I am also an owner like Mr. Franz but I am the president and he wanted to speak with someone who had more authority. Mr Franz didn't just hand the phone to me. I told Mr Kloster that there wasn't anything I could do. I explained to him that the mattres he tried on our sales floor is the same mattress he had in his home. That model never had handles. I said if the bed was unopened we could work with him, but it has been opened in his home for seven months and I couldn't take it back. At this point we had been on the phone with him for over 30 minutes and we only have one business line. I explained to Mr. Kloster that I had to free up the line and also help customers. He wanted to keep arguing and I listened for a few more minutes. I then explained to him several more times that I had get off the line and I finally told him I was sorry to do this but I had to get off the line and I hung up. I didn't just hang up on him like he explained.
Neither Mr. Franz or myself were ever rude or belligerent. I have been in this business for almost 30 years and I am not that kind of person.
I wasn't here on May 16th when Mr Kloster stopped in but we had three employees present when Mr. Kloster was here. Mr. Franz was never belligerent or hostile. Mr. Kloster tried to return his mattress again and when Mr. Franz woudn't comply Mr. Kloster wanted to stand at our sales counter and argue. Mr. Franz told him that he needed to help customers and couldn't spend anymore time discussing the matter. At one point Mr. Kloster told Mr. Franz that he was a marine and didn't take guff from anyone. He then told Mr. Franz if he came closer he could show him. Mr. Franz asked if he was threatening him and Mr. Kloster smiled. That is when Mr Franz asked him to leave. Again, there were people who witnessed this conversation.
Mr. Kloster again on May 23rd. He came up to me and told me his name and asked me if I knew who he was. He told me that I was a terrible business person, he asked me what kind of businessman hangs up on someone. I told him that I explained to him 5 or 6 times that I couldn't tie up our business line any longer and had to hang up. He told me that he didn't remember me telling him that. I then told him that I wasn't going to discuss the matter with him anymore. He told me he just wanted to stop in and look me in the eye. If anyone is trying to be intimidating it is Mr. Kloster.
This shoud answer all the claims of Mr. Kloster.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
[redacted]See attached document.
Final Business Response /* (4000, 11, 2015/06/15) */
I will refer back to my original letter. The mattress is 7 months old, there is nothing wrong with the product, the bed he picked out on our sales floor is the same mattress he has at his cabin. It NEVER had any handles on it. The customer saw it on our sales floor, laid on it and chose that mattress.