American Equity Mortgage Incorporated

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 For your reference, details of the offer I reviewed appear below.No need to continue this conversation, I purchased a hoop from a better place anyways Just a piece of advice, next time maybe your advertisements should be more clear with explaining the costs (including installation) Regards, [redacted]

We appreciate that you are one of our many customers whom we have served over the last years.Unfortunately, what you have stated in your complaint is inaccurateWhen you initially called me I told you very clearly that you should go to Play Nation directly and not through usYou asked me to get you a quote and please handle it for you, which I did the same dayYour husband was upset about spending the money on the canopyThe canopy was $We placed a call on the day we received your order to our representative at Playnation and did not receive a responseThis is not unusual this time of year, as it is the peak of play set season and they are the largest swing set manufacturer in the world.I then followed up with an email which is attached that clearly shows the correct address for the customerI received an email response one week later from the manufacturer that is also attachedYou can clearly see that the delay of the order was in no way the fault of Kids World Play Systems.I spoke to you and your husband many times over the course of the three weeks that it took to get you your canopyThat is a lot of communication with one customer considering we receive well over calls per day.I also told you that I never received a shipping number from themYou made the comment that you hope it never happens to another customerI can tell you that receiving a canopy in a three week timeframe is very quick in this industry at this time of year.I am sorry that you feel we in some way are avoiding you, when I personally have spoken to you over times and your husband times which is documented in our call logs.Sincerely[redacted] ***Manager

In regards to this complaintOn Kids World Sales flyer the price listed for this basketball Goal states $CASH AND CARRYIm confused where it states that installation is included in that phraseBelow it shows a payment with approved credit with installationIt also says below the payment that installation is $for our hoopsClearly the customer was confused with thisI understand that but do not feel eager to work with a customer that DEMANDS and also threatens to take complaints to Social MediaIn reference to the phones being disconnectedThat is correctI myself did call the customer the following day and also asked the original salesman to follow up and he did alsoThe customer claimed the Medina salesman quoted that hoop at $installedThe salesman said he most certainly did not quote that and has never sold a hoop with that type of discount.Being in business years and building the great reputation the we have To intentionally advertise or confuse our customers certainly wouldn't be our intentions Kids World will offer to split the difference of the $install and offer the Hoop at $installed plus tax Thank You, [redacted] Kids World Playsystems [redacted] ***

We delivered a shed to the customer that had a damaged board below on the bottomThis does happen sometimes when moving sheds on and off of the trailerThe incident occurred on 12/14/We spoke with the customer on three different occasions regarding the shed board needing repairedThe customer notified us on 12/18/of the issue and because the holidays were so close, we told the customer to please be patient with us and we will take care of issueRegardless if our product is new or a display unit, all sheds come with a year warranty and are built with premium materials which can be listed by requestThe customer mentions the doors of the shed didn't close right and needed adjusted, that the doors were fine when it was on our lotThe reason for the customer having issues with the doors is because the site they had prepped is unlevelWhenever there is an unlevel site there is a very good chance that the doors can get cockeyed and have a difficult time closingWe always recommend having the site prep done professionally to avoid any issue such as thisOn our contract it is stated that we are not responsible for site preparationsThat is a separate entity that the customer can either do themselves or have a professional contractor doThe 16' damaged board was replaced on 1/4/after the holiday like we did tell the customer, so the repair and issue have been resolvedThe customer also mentioned not being able to get in touch with usWe did receive his voicemailMyself as well as two other salesman in the office have returned phone calls and spoken with the customer directlyWhen the customer originally placed his order the owner sat down with him and discounted the unit even further than the current discountThe customer had two units in mind, the one he desired was a little too expensive but was the exact size and layout he wantedWe did not have to discount the unit further but we do work with people and ultimately want our customers to be satisfied with the product and pricing they receiveWe believe we took good care of this customer and that the issue was addressed and repaired in a timely fashion

[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 ** *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We delivered a shed to the customer that had a damaged board below on the bottom. This does happen sometimes when moving sheds on and off of the trailer. The incident occurred on 12/14/17. We spoke with the customer on three different occasions regarding the shed board needing repaired. The customer...

notified us on 12/18/17 of the issue and because the holidays were so close, we told the customer to please be patient with us and we will take care of issue. Regardless if our product is new or a display unit, all sheds come with a 10 year warranty and are built with premium materials which can be listed by request. The customer mentions the doors of the shed didn't close right and needed adjusted, that the doors were fine when it was on our lot. The reason for the customer having issues with the doors is because the site they had prepped is unlevel. Whenever there is an unlevel site there is a very good chance that the doors can get cockeyed and have a difficult time closing. We always recommend having the site prep done professionally to avoid any issue such as this. On our contract it is stated that we are not responsible for site preparations. That is a separate entity that the customer can either do themselves or have a professional contractor do. The 16' damaged board was replaced on 1/4/18 after the holiday like we did tell the customer, so the repair and issue have been resolved. The customer also mentioned not being able to get in touch with us. We did receive his voicemail. Myself as well as two other salesman in the office have returned phone calls and spoken with the customer directly. When the customer originally placed his order the owner sat down with him and discounted the unit even further than the current discount. The customer had two units in mind, the one he desired was a little too expensive but was the exact size and layout he wanted. We did not have to discount the unit further but we do work with people and ultimately want our customers to be satisfied with the product and pricing they receive. We believe we took good care of this customer and that the issue was addressed and repaired in a timely fashion.

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.  For your reference, details of the offer I reviewed appear below.No need to continue this conversation, I purchased a hoop from a better place anyways.  Just a piece of advice, next time maybe your advertisements should be more clear with explaining the costs (including installation).
Regards,
[redacted]

We appreciate that you are one of our many customers whom we have served over the last 25 years.Unfortunately, what you have stated in your complaint is inaccurate. When you initially called me I told you very clearly that you should go to Play Nation directly and not through us. You asked me to get...

you a quote and please handle it for you, which I did the same day. Your husband was upset about spending the money on the canopy. The canopy was $129. We placed a call on the day we received your order to our representative at Playnation and did not receive a response. This is not unusual this time of year, as it is the peak of play set season and they are the largest swing set manufacturer in the world.I then followed up with an email which is attached that clearly shows the correct address for the customer. I received an email response one week later from the manufacturer that is also attached. You can clearly see that the delay of the order was in no way the fault of Kids World Play Systems.I spoke to you and your husband many times over the course of the three weeks that it took to get you your canopy. That is a lot of communication with one customer considering we receive well over 100 calls per day.I also told you that I never received a shipping number from them. You made the comment that you hope it never happens to another customer. I can tell you that receiving a canopy in a three week timeframe is very quick in this industry at this time of year.I am sorry that you feel we in some way are avoiding you, when I personally have spoken to you over 5 times and your husband 3 times which is documented in our call logs.Sincerely.[redacted]Manager

Kids World Playsystems is a 23 year business built on customer satisfaction and referrel. I understand the customer concerns about the delivery and installation timing. This was due to a Manufacturer delay in the shipping process and does not fall back on Kids World. There can be occasional delays...

with seasonal manufacturing and installations. The manager was in direct contact with [redacted] on many occasions by email and phone.  As far as relocating the set. That would not be a problem. Being notified yesterday is was to close to the tree line we have not had an opportunity to resolve the issue or spoken to the customer about the concern before they published this complaint. I am glad the installers made the customer aware of the poison ivy issues since they did not know considering they have allergic reactions to it. It would have been a good idea for the installation area to be staked out prior to the installers arriving to the job site. This would have made this a non issue. Kids World will relocate the set to the customers satisfaction today.

In regards to this complaint. On Kids World Sales flyer the price listed for this basketball Goal states $1299 CASH AND CARRY. Im confused where it states that  installation is included in that phrase. Below it shows a payment with approved credit with installation. It also says below the...

payment that installation is $399 for our hoops. Clearly the customer was confused with this. I understand that but do not feel eager to work with a customer that DEMANDS and also threatens to take complaints to Social Media. In reference to the phones being disconnected. That is correct. I myself did call the customer the following day and also asked the original salesman to follow up and he did also. The customer claimed the Medina salesman quoted that hoop at $1299 installed. The salesman said he most certainly did not quote that and has never sold a hoop with that type of discount.Being in business 20 years and building the great reputation the we have . To intentionally false advertise or confuse our customers certainly wouldn't be our intentions  Kids World will offer to split the difference of the $399 install and offer the Hoop at $1498 installed plus tax.   Thank You,   [redacted] Kids World Playsystems [redacted]