Arbor Manor Assisted Living Community

Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Customer WAS responded to and was compensated for the wait time via refunded shipping costHowever we were still within our time line stated in the policy sectionI can provide the policy as well as the emails that were in fact responded to, and promptlyCustomers orders were also shipped today1/25/as discussed with the customer in said emailsThis is a complaint/case is unreasonable

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 Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2017/02/06) */ I will make sure the refund is processed Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's response because they are agreeing to issue the refund that I have been trying to get since January Final Business Response / [redacted] (4000, 15, 2017/02/23) */ We refunded 15% to the card you paid withWe will send the email conformation again Final Consumer Response / [redacted] (2000, 17, 2017/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've never received an email but I did receive my refundThank you

Initial Business Response / [redacted] (1000, 5, 2016/08/19) */ I will have this refunded for youI apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Provided the refund is in full for the initial amount paid this will be accepted as fully resolvedShould the refund not occur by Friday 26AUG16, I will re-open the complaint and follow my previously mentioned course of action at that timeI appreciate the quick response from Rough Country Rustic Furniture regarding this issue and expect a quick resolution to my refund

Hello,This is the information on a complaint that I filed but haven't heard anything from you I wanted to update my complaint, they finally delivered the product but it's mounting holes were drilled incorrectly so we couldn't hang the product They fixed the problem and sent us a replacement immediately I would like to withdraw my complaint if possible.Thank you[redacted] *** ***

Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ We have received no emails or facebook messages from this customerThe order will ship in 7-business days or I can issue a full refund

Initial Business Response / [redacted] (1000, 5, 2017/07/10) */ Customer was refunded in full on 7/10/ Initial Consumer Rebuttal / [redacted] (2000, 8, 2017/07/12) */ Company finally refunded me after me threatening to take legal action

We are currently in contact with the customer via email to determine his preferred resolution

Initial Business Response / [redacted] (1000, 5, 2016/04/06) */ Hi ***, We have issued a refund to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have waited since September for this order they have put me through all kinds of stress not taking my calls or emails they might have refunded my money after about mths...I think I deserve some kind of respect back after waiting thus long..some kind of store credit a sign or something for putting me through this they didn't even refund my money back to the cards they took it from..do I get interest on the money or products you held from me?

Initial Business Response / [redacted] (1000, 5, 2017/05/19) */ We have spoken with the customer and resolve the issue via email Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/05/30) */ We are still awaiting a refund check do not close case until we confirm this will be mailed Final Consumer Response / [redacted] (4200, 20, 2017/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not sent over the refund confirmation and I will not have this case closed until refund has been received from the companyThis process of receiving a refund and going back/forth with supposed check being mailed is ridiculousI have remained patient, while my won had no bed and was sleeping on the floorIn order to retain customers all emails should have been reviewed weekly by the ownersI am very upset over the lack of communication and now the extended wait ro receive a refund Final Business Response / [redacted] (4000, 22, 2017/06/05) */ I sent the confirmation of the refund to the card twiceIt can take up to business days for the refund to appear on the account depending on the customers bank

Hello Lisa,This is rather lengthy but we really want to try to create an understanding It may or may not change your feelings toward our company but it’s important to us that our customers understand what’s going on and how much you truly mean to us In short, we are simply a company that grew quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those that decided to wait Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode While we were still working from our basement We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in productionWe did recover from that and grew out of our newly built facility and moved to a square ft facility along with hiring over people and went in half on our building with our new contractor who would be in charge of building our larger items It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about years Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled You may or may not have been briefed on that issue But in short, she wasn't doing her job and we should have monitored the situation better She did just enough so that attention wasn't brought to her and collected her pay check Eventually we caught on and we did give her the opportunity to correct the problem We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and [redacted] messages regarding poor customer service so we wouldn't see them We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June" without ever following through with the production schedule, wiped her computer and got her last check It took about a day to realize what had happened and then we went into damage control Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to We tripled production, hired more employees and made sure our contractor was on board with the increase in production He said it would be no problem We stayed on track for almost months with the new production schedule and then our contractor decided on his own that he would cut our new weekly production schedule in half This quickly derailed our plans to stay on track In a mere weeks we were one month behind our new schedule Knowing we couldn't afford another problem, we decided it best to let him go Along with him, he took his employees despite our offering them positions But that's not all He was rather upset because he made very good money with us The day he was fired, he came into the shop and emptied half of our building, taking his tools and stealing many of ours He and his crew also vandalized the property, destroyed furniture that was on the floor and left threatening notes behindThe following day we had over $in stencils stolen as well as all of our non-competes that his employees signed We asked that the unfinished product and supplies he had in his subcontractors shop be returned as well as all of the unused lumber He refused Keeping over $170,worth of product and thousands of dollars worth of material that we paid for We of course filed a police reportThen came the cutting of services He cut our internet and phone service(resulting in a huge backlog of emails as it took days to get back on), trash service, as well as gas and water(These services were his responsibility as part owner of the building) I have hours of recording of him admitting to everything above, also in police possession All of this of course, caused yet another delay as we had to scramble to find new contractors and employees to fill the lost positions and clean up the mess As well as replacing and repairing things that were damaged or stolen He then started his own business using my materials, and unfinished product Something he admitted to have been planning since October of last year We are not a scam or a fraud We are not terrible people We are simply trying to recover We could have and should have been better, we made mistakes We are not perfect We have served over 100,people successfully over the past few years and hope to continue serving customers for years to comeWe are doing and will continue doing everything we can to get our reputation back if at all possible We want to get our valued customers their products I can assure you that we absolutely intend of fulfilling every order and our customers are very important to usWe want every single person to get their product if they are willing to stick with us But we are understanding of those that are fed upWe are fulfilling hundreds of orders daily and fully intend to fulfill yours, we just ask that you give us a bit more time If that’s not something you are interested in, we understandAnd will resolve your complaint as you see fit

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Customer issued full refund via paypal Filed after shipment was confirmed Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed the complaint after months of poor communicated with Rough Country Furniture, I had received a partial refund in Nov of and was told my order was ready and would be shipped in Dec the complaint was filed on 1/19/I received a shipping email on 1/21/I contacted the shipping company on 1/and they replied "Your Shipment has been dispatched and is scheduled with the carrier but has yet to be picked upPlease feel free to contact the seller for further information." I did received the remaining refund on 1/26/via paypalNo further communication has been received from Rough Country FurnitureI was told via email from the company I would recieve my order yet no communication on when it will be shipped Final Business Response / [redacted] (4000, 9, 2016/02/02) */ Customer was communicated with via email

Initial Business Response / [redacted] (1000, 5, 2016/11/14) */ This order has been refunded

Initial Business Response / [redacted] (1000, 5, 2017/02/20) */ Your mirror was shipped with FedEx last weekThe Tracking number is XXXXXXXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The mirror arrived damaged/not completed and completely unusableI've taken pictures of said damages/pieces not attached to the mirror and will make sure other potential buyers are aware of what kind of product they would be getting Final Business Response / [redacted] (4000, 19, 2017/03/03) */ I will have this refundedI apologize for any inconvenience Final Consumer Response / [redacted] (2000, 21, 2017/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Customer did receive incorrect item Was told the correct item would ship and it did Was delivered 1/via fedex Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/27) */ ***Document Attached [redacted] Today I received a packaged from rough country rustic furnitureI was excited but very disappointed that I had never been given notice that the replacement/correct item was shippedI had stressed the importance of tracking information but wasn't going to complain because I thought this mess was over BUT upon opening the package the item inside is still NOT the item orderedI am attaching the original invoice and pictures of the item receivedIt is clearly not the agreed upon product and am asking that at the minimum a refund for the difference between my custom flag price and their basic flag price be givenI am highly upset that this is still not correct, that I trusted this company, and that I have now spent a large quantity of time trying to get what was agreed upon ( nothing more or nothing lessJust the product we agreed upon!)

Initial Business Response / [redacted] (1000, 5, 2016/11/17) */ Your order was on the truck to ship todayYou requested a refundWe have canceled your shipmentRefunds take around business days to process Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/08/01) */ Your refund has been processedIt takes approximately business days to receive a refund Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) As usual another lieIn the response I would receive my refund within daysIt has been days and I still don't have the refundI assume legal action will have to be taken Final Business Response / [redacted] (4000, 9, 2016/08/11) */ I will check on the refund and make sure it has been processed

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ A refund has been issued to the customer via [redacted] We did miss our deadline, but it is stated clearly in our policies section that all completion times are estimated, as we are a small family owned and operated business and not a large scale manufacturerAll of our products are handmade to orderThis item was a custom order which can take longer than our standard itemsUnfortunately, I cannot ship the item within the week as it is a holiday weekWe would love to still send the customer her coffee table, free of charge,for the inconvenience, if she is interested Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/11/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has chosen to provide a full refund for the item they had failed to send to me in the time agreed upon

Initial Business Response / [redacted] (1000, 5, 2016/11/23) */ Im sorry your Item was damagedWe will be issuing a full refund

Initial Business Response / [redacted] (1000, 5, 2016/03/22) */ I will issue a 50% refund and check for a ship date