Ace Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this may resolve my complaint However, as I have noticed from others, with these complaints, until an actual refund has been cashed and cleared, it is not good to close out as satisfiedWaiting for the refund to actually appear and clear [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 pithe furniture and return it to the manufacturer for repairThe repaired furniture will be returned to me; if the furniture has been repaired to my satisfaction then I my complaint will be satisfiedIf 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]

March 10, [redacted] Revdex.com 1E4th Street, Suite Cincinnati OH RE: [redacted] - [redacted] Dear [redacted] , Ms [redacted] came in to our Fairfield store on 1-3-and placed an order for a special order sectionalThey returned to the store on 1-5-to pay for it in full with cashWe gave her at estimated arrival date of 2-28-based on lead times from this manufacturerFebruary 29th, we received a call from our customer checking the status of their purchaseIt had not arrived yet, so we placed a call to the factory to find out where it wasTheir sectional was due to complete production the week of 3-11-16, ship out, and be to us by 3-25-We understand Ms [redacted] 's frustration at our lack of follow thruWe definitely should have been checking on the order prior to the 28th to confirm everything was on timeIt is never our intention to make anyone's shopping experience as frustrating as this has beenWe 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 causedWe have worked with them on a resolution for their inconvenience and will get this furniture to them just as quickly as possibleIf there is any further information we can provide, please let us knowSincerely William D [redacted] President

July 20, [redacted] Revdex.com E4th Street, Suite Cincinnati OH RE: [redacted] Dear [redacted] , Mrand Mrs [redacted] purchased a reclining sofa and swivel reclining chair that was delivered to them on August 18, The merchandise came with a year overall warranty from the factory to cover any manufacturing defects and they purchased a year protection plan that covers specific accidental damage done in the homeIn January we were contacted about an issue with the mechanism on their furniture and also notified that they had moved out of stateSince we are unable to service them, we suggested finding a retailer in their area that carries Catnapper products and see if they could helpWe have contacted Mr [redacted] about his furniture and also the factory representative for some help getting this resolvedWe have arranged for the factory to supply the parts needed and shipped direct to Mr [redacted] homeA phone number was given to him for a local company that will be able to install the parts and we have sent a portion of the labor charge for him to use toward the repairsWe are currently still in the process of getting all of this done, however we believe everything will be resolved within the next few weeksWe would like to apologize for our lack of help in the beginningWe should have made the attempt to contact the factory and find someone in their area to get this taken careWe appreciate Mr [redacted] taking the time to contact us and give us the opportunity to make this rightIt is never our intention to aggravate any customer and will use this as a tool to improve our customer serviceSincerely,William Daniels President

RE: [redacted] Mrand Mrs [redacted] made a couple of purchases from our Eastgate store in July 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 Mrand 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)

[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]

[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] ***

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

September 7, [redacted] Mrs [redacted] purchased a sleeper sofa from our Erlanger store and picked it up on December 10, The sleeper she purchased was sold and came with no warrantyWe have spoken to Mr [redacted] and went over all the details of this purchaseWe also gave him the name and number of any outside source that he can contact to see about having repairs madeAlthough the request for service was something we were unable to provide, we would like to apologize for the poor way in which this was handledIt is never our intention to treat any customer in such a mannerThis information is invaluable and will help us become so much better at properly handling customer service issuesWe truly appreciate Mr [redacted] taking the time to let us know of his experience with our storesIf there is any further information we can provide, please let us knowSincerely, [redacted]

Ms [redacted] purchased bedroom sets from our Fields Ertel store and had them delivered on 9/5/This furniture came with a year factory warranty to cover any manufacturing defectsThe 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 headboardWe scheduled a service technician to go to the home on 9/10/to see if it could be removedHe was not able to remove the stain, so we exchanged the headboard on 9/20/13.On 9/17/Ms [redacted] called to report the dresser drawers we not opening all the way so we sent our technician back out on 9/to see what needed to be doneHe discovered that a couple of the drawer guides were not installed Correctly and were splittingWe 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/we received a call and photos on the Queen size headboard that showed a crack in the woodWe exchanged that on 11/29/13.On 5/7/Ms [redacted] called to report that some of the dresser drawers were sticking, some falling outAlso thought there were slats broken under the bedWe sent out technician out on 5/13/to take care of thisHe found that dresser was not sitting completely levelHe adjusted the drawers, added shims where necessaryHe went over how to adjust them in the future, as they will naturally expand and contract, along with movement from usageHe 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 betterWe have not heard anything from her since May and the merchandise warranty has since expiredWe have left a couple of messages on Ms [redacted] 's answering machine to please call us to discuss this issueWe have not heard from her as of yetWe feel we have addressed all the concerns on this furniture as they were brought to our attentionIt has been in her home for over months andalthough returning the merchandise for a full refund is not an option, we are happy to discuss other possibilities with her

May 6, [redacted] Mr [redacted] purchased a power recliner from our Eastgate location that was picked up on 2-6-We received a call that same day to let us know the chair was not workingWe sent a service technician and found that the wires had been pulled away from the motor and we could not reattach themWe immediately ordered a new motor, unfortunately the factory sent us the wrong motorIn fact, we ordered this times before they sent us the correct oneWe have received and installed the new motor for Mr [redacted] and his chair is finally workingWe would like to apologize again for all the inconvenience and frustration that we have causedWe appreciate Mr***'s patience thru all of thisHopefully he will give us the opportunity to assist him in the future and provide him with the customer service he deservesSincerely, [redacted] , President

Mrand Mrs [redacted] purchased furniture from our Eastgate location on 12-10- At that time the sofa was in stock and available for delivery, the loveseat was estimated to arrive 1-10- 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- We will process all credits and refunds once it is back in our warehouse.We truly appreciate Mrand 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

We have closed out the issue

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 pointAll 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 promisedThe driver for Furniture Fair was very forthcoming with my husbandHe 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.

October 12, RE: [redacted] [redacted] Mr [redacted] came to our store in Fairfield on 9-26-to purchase a mattress that was in our adThe ad was misprinted and the store manager honored the sale price and ordered the size mattress requestedThe mattress was scheduled by the factory to come into our warehouse on Monday 10-The factory truck had a problem and they rescheduled for Thursday 10-We should have notified him as soon as we received the information and we did notSince this letter was received, both the Assistant store manager and the corporate office have spoken to Mr [redacted] Also the mattress has arrived and he has picked it upAgain, we would like to apologize for our lack of customer service and the attitude presented when they called to check on their merchandiseWe are always looking for ways to improve and appreciate them taking the time to let us know of their experienceHopefully they will give us the opportunity to assist them in the future and provide them with the customer service that they deserveSincerely, [redacted] President

On May 16, 2017 Ecolab Area Manager J. [redacted] spoke directly to Yu ***. 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.

Dear Tammy Ms [redacted] did special order a [redacted] sofa and chair from our Colerain Ave location It was delivered in April Shortly after the delivery, our salesperson was contacted about a concern and he and the store manager went to her home It was decided that we would order firmer seat cores and add more loose dacron to the inside back pillows The parts were ordered and installed June There were still unresolved issues, so the factory representative and our store manager went back to her home in July We tried again to add dacron to the backs and took a gripper pad, at no charge, to put under the seats to try and alleviate the problem with the seat cushions sliding off After all of this, our records do not show any contact with Ms [redacted] until this letter We have spoken to both Ms [redacted] and the factory about her furniture We invited Ms [redacted] back in to our store to look at the foam cores that can be put in the backs and explained that clips can be added to the seats to keep them from sliding off.We have come to an agreement with both Ms [redacted] and [redacted] to make these adjustments After the first of the year, we will make arrangements to pick up her sofa, send it back to the factory to have these modifications done We appreciate Ms [redacted] working with us on this and apologize we did not completely understand her concerns

Initial Business Response /* (4000, 8, 2016/02/05) */
Ms***
Thank you for reaching out to us regarding this situation that Ms*** recently experienced with our companyPlease be assured that this is in no way a reflection of the overall communication and service we provide to our
customersWe pride ourselves in responding to our customers' needs or concerns as quickly as possible
We understand Ms***'s frustration and have extended our apologiesWe are in the process of refunding $to Ms*** and removing any additional charges from her accountWe will make every effort to resolve this matter as soon as possible
In addition, we are reviewing this situation to determine how and where the communication breakdown occurred, and will take appropriate measures to help ensure a similar situation does not occur in the future
Please let me know what additional information we may be able to provide to assure you that this situation has been resolvedI can be reached at XXX-XXX-XXXX or ***@ecolab.com
Sincerely,
Geoff ***
Ecolab Inc
Initial Consumer Rebuttal /* (2000, 10, 2016/02/18) */

October 21, 2015 *** *** *** * ***
*** ***Ms*** is correct that the original table did not get ordered when it was suppose to and the table we delivered did have some damage on the leaf Although we believe we can send the leaf back to the factory and have if
repaired, we understand her request for a new table.After going to her home and discussing all the options, we have agreed to order a new table and will get it exchanged out just as soon as possible We are sorry for all the frustration we have caused and appreciate Ms***'s patience and willingness to work with us to get this resolved.Sincerely,*** *** President