Air Express Heating & Air

The customer with the complaint purchased a sectional and an ottoman from our store through our layaway programThey paid off their sectional and ottoman and got it delivered on October 9th, I am not sure of the first time that they called the store with their complaintThere was a little post it note with their name and phone number, the sectional item number, and "making noise" written on it -(no date)I assumed that I was waiting for an email with the photos I needed, so I did not call the customerThe customer called the store, the first time that I spoke with him on October 27th, The customer and I had a lengthy conversation about our warranty process and what I needed from himI told him that I needed a photo of the sectional, of any damage that may be seen, and of the sticker with the serial number and manufacturing information on it The customer asked me about the warranty processI told him; as soon as I get the email, I will forward it onto my sales rep, because the warranty is a manufacturer warranty, and my sales rep will then get back with me on what the manufacturer is willing to doHe asked me what that would beI told him that I have no way of knowingI said that usually we repair items and his sounds like a repairHe said to me that this is all within days of his buying the sectional so don't I think that he should get a new oneI told him that I would love to be able to just give him a new one because that would be easier for me, than to do the whole processHe then told me that he would prefer to get a new sectionalI told him that I understand where he is coming from, but our business does not have a day guarantee, we only help our customers through the warranty process with the manufacturer of the furniture that we sellI told him to send me the email with the description of the issues he is having with his sectional and the photos that we talked about as soon as could so that I can get it forwarded because I was planning to take the following Friday, Saturday, and Sunday off to spend the Halloween weekend with my familyHe began getting frustrated with me, stressing to me that he wants a new sectional, and as I was telling him again to just get me that email so that I can make this as quick and as painless as I possibly can, he hung up on meI did not speak to him again this dayThe email that he sent to me, my email received at 6:35pm on October 27thI did not actually see this email until the next day after I got into workI forwarded the email on to my sales rep, Donnie M [redacted] of Hughes FurnitureI don't speak to the customer again until November 2nd, He called me in the afternoon that day, and was already upset because he hasn't heard from meI told him that I needed another photoThe photo of the manufacturing information wasn't showing upThe customer got really frustrated with me that the photo wasn't showing up, but he sent it again at 3:32pmThat email did not have any photos attached to it, on my endHe told me that he sent it, and he knows that he sent it because he sent it to himself as wellOn my end though, it just wasn't showing upI received one photo, but not the most important one with the serial number on itHe was frustrated and yelling at me, asked me if I opened the email before I sent itI told him I did open it, and I didn't notice that the one photo was missingI took full responsibility for not making sure that everything was there before forwarding and I apologized over and over, but that just wasn't good enough for himI messed up he just yelled at me some more and hung up on me againI didn't speak to him again that day, but he did send two additional emails at 4:and 4:Both of those emails had the photo of the tag that I neededI responded back to him: "I got itThank you" I forwarded the email to my sales rep He then called the store again, and somehow ended up calling the Muncie location, VERY ANGRYhe was yelling at my employees as well, for I was not there yetThis is when he told my employees that he called Serta/Hughes Furniture and spoke with a Jan Hunt, I have no idea who she is, and he told my employees at this time that Jan Hunt told him it only takes Hughes hours to process a warrantyBut, on my end I still hadn't heard back from DonnieI had no email from him, he had not called meI see their frustrationI handle a lot of things, as well as trying to help the people that walk through the door, new or repeat customersRegardless, I should have tried harder to contact Donnie since he was not getting back to meThese customers are upset, and I understand thatEach time that we spoke, the customer yelled and yelled, got rude, wouldn't let me talk, would cut me off in what I was saying, would put me down, telling me that I am awful at customer serviceHe has been in customer service his whole life and he knows how to treat peopleHe was screaming at me so loud through the phone that my employees could hear himHe was cursing meThen he told me that he can be mean though when he needs to be, but his wife is meanerI took that as a small threat, but I shrugged it off and I just kept trying to apologize to himI tried explaining to him that I am treating this no differently than any other warranty that I handleHe didn't want to hear anything that I had to say at this pointBecause all he wanted was a brand new sectional or a full refund, which I am not in a position to give the "okay" for either of those optionsI apologized more, and told him that if I could I would absolutely just give them a new one, but I can't, so I am trying my best to make it rightHe got upset and handed the phone to his wifeThis is the very first time that I have spoke with his wifeShe treated me the same wayShe was yelling and rude to me, cursing at me, not letting me speakShe was asking me for information that I am not allowed to giveShe threatened that she would just throw the sectional in our through our store window because she is just done dealing with thisAnd to this day, they are still treating me this wayI keep apologizingThey have gotten the phone numbers for Donnie somehow, and they are telling me that Donnie is telling them that we should just give their money back to them, but we have not got that from DonnieDonnie has finally got back to us just earlier this week that he is getting us a new sectional frame, (which is everything except the seat cushions and pillows), so we can replace the customers sectional for them, but they would keep the seat cushions and pillowsThis solution is a new sectionalIt will solve their problemIt isn't a repairIt is a brand new oneThey now do not want thatThey want a refundThey laughed at me and said this is ridiculousI apologized againWhat they don't understand and what they don't see, is them acting this way is only making it a harder process for everyone involvedThey are very difficult to talk toThey do not want to hear how we do thingsHow we do things is a joke to themThey told me themselvesI don't know how to help themIt seems to me that they will never be happyBest Regards, Alissa Manager of Best Deal Home Furniture

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] And [redacted] We did get upset with Alissa because her story started changing from the first time that we spokeWhen I first spoke with her she told me what was needed and I provided it to herShe also did not tell me that the sectional would be repairedWhat she told me was because it was so new that it would be replaced which we were originally fine withThen because the lack of communication and her story constantly changing it has become difficult to work with this companyWhen we didn't get any response then I called Serta who gave me Hughes Furniture number where I spoke with a Jan Hunt in customer serviceI was then given the name of Donnie M***, Hughes Furniture area repI still did not contact Donnie until after my conversation with Alissa on that Friday evening that we stopped by the storeNo we did not yell at her employee because he didn't know anything was going onWe voiced our displeasure with what was happening and we asked him to contact Alissa who we were told earlier by Brittany in the Muncie store that she would make sure Alissa called us back that dayWe had not heard from Alissa such the reason we stopped in the storeThe employee called and I got on the phone and asked her the status of our sectional Alissa responded she doesn't know because she has to speak with the ownerI asked her what was taking so long because it had already been days since we reported the issueShe then backed up and said well no I have to call the sales repI asked her if that was Donnie M [redacted] and she said yesAgain I asked what is taking so longShe said it takes timeThat is when I got upset and told her this was ridiculous and that I had called serta and they gave me Hughes Furniture number to discuss warrantyJan Hunt from Hughes told me that they respond to any warranty issues within hoursI turned the phone over to my wife because Alissa told me that I was meanYes I interrupted her because she kept telling me different stories and I was refuting what she was sayingMy wife tried to explain to her what was going on and that we wanted a replacement sectional like we were first toldGiven we had the sectional less than days when the issues occuredAlissa started telling my wife she has to wait on the ownerWe have asked numerous times to speak with the owner and to this day we cannot speak to himHe either has washed his hands or refuses to try and resolve this issueGiven our dealings with this company and they way they have handled their business as well as their warranties then we want our monies returned so we can purchase elsewhere To add another note after our conversation with Alissa that Friday night I then called Donnie M [redacted] and left him a voicemail and asked for a return callHe called me back about an hour later and the conclusion of that conversation was that we would get a new sectional or our money refundedEither way we would hear from them on MondayWe were sent an email that following Monday telling us all they will do is repair the sectional and to let them know when they could pick it upThat is when we decided we wanted the refund and not to deal with them againWe still do not have this resolved and don't want to deal with a business that treats their customers in this manner

The customer with the complaint purchased a sectional and an ottoman from our store through our layaway program. They paid off their sectional and ottoman and got it delivered on October 9th, 2015. I am not sure of the first time that they called the store with their complaint. There was a little...

post it note with their name and phone number, the sectional item number, and "making noise" written on it -(no date). I assumed that I was waiting for an email with the photos I needed, so I did not call the customer. The customer called the store, the first time that I spoke with him on October 27th, 2015. The customer and I had a lengthy conversation about our warranty process and what I needed from him. I told him that I needed a photo of the sectional, of any damage that may be seen, and of the sticker with the serial number and manufacturing information on it.  The customer asked me about the warranty process. I told him; as soon as I get the email, I will forward it onto my sales rep, because the warranty is a manufacturer warranty, and my sales rep will then get back with me on what the manufacturer is willing to do. He asked me what that would be. I told him that I have no way of knowing. I said that usually we repair items and his sounds like a repair. He said to me that this is all within 30 days of his buying the sectional so don't I think that he should get a new one. I told him that I would love to be able to just give him a new one because that would be easier for me, than to do the whole process. He then told me that he would prefer to get a new sectional. I told him that I understand where he is coming from, but our business does not have a 30 day guarantee, we only help our customers through the warranty process with the manufacturer of the furniture that we sell. I told him to send me the email with the description of the issues he is having with his sectional and the photos that we talked about as soon as could so that I can get it forwarded because I was planning to take the following Friday, Saturday, and Sunday off to spend the Halloween weekend with my family. He began getting frustrated with me, stressing to me that he wants a new sectional, and as I was telling him again to just get me that email so that I can make this as quick and as painless as I possibly can, he hung up on me. I did not speak to him again this day. The email that he sent to me, my email received at 6:35pm on October 27th. I did not actually see this email until the next day after I got into work. I forwarded the email on to my sales rep, Donnie M[redacted] of Hughes Furniture. I don't speak to the customer again until November 2nd, 2015. He called me in the afternoon that day, and was already upset because he hasn't heard from me. I told him that I needed another photo. The photo of the manufacturing information wasn't showing up. The customer got really frustrated with me that the photo wasn't showing up, but he sent it again at 3:32pm. That email did not have any photos attached to it, on my end. He told me that he sent it, and he knows that he sent it because he sent it to himself as well. On my end though, it just wasn't showing up. I received one photo, but not the most important one with the serial number on it. He was frustrated and yelling at me, asked me if I opened the email before I sent it. I told him I did open it, and I didn't notice that the one photo was missing. I took full responsibility for not making sure that everything was there before forwarding and I apologized over and over, but that just wasn't good enough for him. I messed up he just yelled at me some more and hung up on me again. I didn't speak to him again that day, but he did send two additional emails at 4:42 and 4:43. Both of those emails had the photo of the tag that I needed. I responded back to him: "I got it. Thank you".  I forwarded the email to my sales rep.  He then called the store again, and somehow ended up calling the Muncie location, VERY ANGRY. he was yelling at my employees as well, for I was not there yet. This is when he told my employees that he called Serta/Hughes Furniture and spoke with a Jan Hunt, I have no idea who she is, and he told my employees at this time that Jan Hunt told him it only takes Hughes 48 hours to process a warranty. But, on my end I still hadn't heard back from Donnie. I had no email from him, he had not called me. I see their frustration. I handle a lot of things, as well as trying to help the people that walk through the door, new or repeat customers. Regardless, I should have tried harder to contact Donnie since he was not getting back to me. These customers are upset, and I understand that. Each time that we spoke, the customer yelled and yelled, got rude, wouldn't let me talk, would cut me off in what I was saying, would put me down, telling me that I am awful at customer service. He has been in customer service his whole life and he knows how to treat people. He was screaming at me so loud through the phone that my employees could hear him. He was cursing me. Then he told me that he can be mean though when he needs to be, but his wife is meaner. I took that as a small threat, but I shrugged it off and I just kept trying to apologize to him. I tried explaining to him that I am treating this no differently than any other warranty that I handle. He didn't want to hear anything that I had to say at this point. Because all he wanted was a brand new sectional or a full refund, which I am not in a position to give the "okay" for either of those options. I apologized more, and told him that if I could I would absolutely just give them a new one, but I can't, so I am trying my best to make it right. He got upset and handed the phone to his wife. This is the very first time that I have spoke with his wife. She treated me the same way. She was yelling and rude to me, cursing at me, not letting me speak. She was asking me for information that I am not allowed to give. She threatened that she would just throw the sectional in our through our store window because she is just done dealing with this. And to this day, they are still treating me this way. I keep apologizing. They have gotten the phone numbers for Donnie somehow, and they are telling me that Donnie is telling them that we should just give their money back to them, but we have not got that from Donnie. Donnie has finally got back to us just earlier this week that he is getting us a new sectional frame, (which is everything except the seat cushions and pillows), so we can replace the customers sectional for them, but they would keep the seat cushions and pillows. This solution is a new sectional. It will solve their problem. It isn't a repair. It is a brand new one. They now do not want that. They want a refund. They laughed at me and said this is ridiculous. I apologized again. What they don't understand and what they don't see, is them acting this way is only making it a harder process for everyone involved. They are very difficult to talk to. They do not want to hear how we do things. How we do things is a joke to them. They told me themselves. I don't know how to help them. It seems to me that they will never be happy. Best Regards, Alissa Manager of Best Deal Home Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] And [redacted]  We did get upset with Alissa because her story started changing from the first time that we spoke. When I first spoke with her she told me what was needed and I provided it to her. She also did not tell me that the sectional would be repaired. What she told me was because it was so new that it would be replaced which we were originally fine with. Then because the lack of communication and her story constantly changing it has become difficult to work with this company. When we didn't get any response then I called Serta who gave me Hughes Furniture number where I spoke with a Jan Hunt in customer service. I was then given the name of Donnie M[redacted], Hughes Furniture area rep. I still did not contact Donnie until after my conversation with Alissa on that Friday evening that we stopped by the store. No we did not yell at her employee because he didn't know anything was going on. We voiced our displeasure with what was happening and we asked him to contact Alissa who we were told earlier by Brittany in the Muncie store that she would make sure Alissa called us back that day. We had not heard from Alissa such the reason we stopped in the store. The employee called and I got on the phone and asked her the status of our sectional.  Alissa responded she doesn't know because she has to speak with the owner. I asked her what was taking so long because it had already been 18 days since we reported the issue. She then backed up and said well no I have to call the sales rep. I asked her if that was Donnie M[redacted] and she said yes. Again I asked what is taking so long. She said it takes time. That is when I got upset and told her this was ridiculous and that I had called serta and they gave me Hughes Furniture number to discuss warranty. Jan Hunt from Hughes told me that they respond to any warranty issues within 48 hours. I turned the phone over to my wife because Alissa told me that I was mean. Yes I interrupted her because she kept telling me different stories and I was refuting what she was saying. My wife tried to explain to her what was going on and that we wanted a replacement sectional like we were first told. Given we had the sectional less than 10 days when the issues occured. Alissa started telling my wife she has to wait on the owner. We have asked numerous times to speak with the owner and to this day we cannot speak to him. He either has washed his hands or refuses to try and resolve this issue. Given our dealings with this company and they way they have handled their business as well as their warranties then we want our monies returned so we can purchase elsewhere.  To add another note after our conversation with Alissa that Friday night I then called Donnie M[redacted] and left him a voicemail and asked for a return call. He called me back about an hour later and the conclusion of that conversation was that we would get a new sectional or our money refunded. Either way we would hear from them on Monday. We were sent an email that following Monday telling us all they will do is repair the sectional and to let them know when they could pick it up. That is when we decided we wanted the refund and not to deal with them again. We still do not have this resolved and don't want to deal with a business that treats their customers in this manner.