Arbor Manor Assisted Living Community

Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Hi [redacted] , I will make sure your shelf is shipped next week Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still don't believe that item will be shipped at allReason being, received email from them stating item will be shipped today 3-30-Then get response on Revdex.com complaint form, " Item will be shipped next week." Which is it? Will my item be shipped today X-or next weekSo far trust factor is still zero! Final Business Response / [redacted] (4000, 9, 2016/03/31) */ I can assure you that you will get your shelfyour FedEx tracking number is XXXXXXXXXXXX Final Consumer Response / [redacted] (4200, 11, 2016/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tracking number givin, shows only shipping label has been created, shows nothing of package being received by carrierWhat say you know?

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, 2017/02/01) */ Good Afternoon ***, We are waiting on The HOME picture for the frameWe are expecting those to come in this weekAs soon as we get them in your order will be ready to ship Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally reaponding to my inquiryNo one responded to my questions for days, over a simple question to where my product wasA simple response could have smoothed this all out so much easierThe company website also does not list a number to contact to ask questions, and no one would respond on Facebook chat, yet my friend was able to get an immediate response and get a contact phone number

Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Your order will be shipped asap Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was my item shipped, yet regardless of months of back and forth they still haven'tThis is still all that I want

Initial Business Response / [redacted] (1000, 5, 2017/04/24) */ Hi [redacted] , Your mirror will ship this week

Initial Business Response / [redacted] (1000, 5, 2016/04/06) */ Hi ***, I have your order scheduled to ship on MondayI apologize for the extended wait time

Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ Hi [redacted] , You were issued a full refund due to your outburst on Facebook claiming we were fraudulent and running a scam, when the reality was we were just simply running behind Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been previously scammed by a company advertised on Facebook in a very similar mannerThe facts were almost identical to this oneI kept contacting the company and I was either ignored altogether or told that the item would be shipping soonSound familiar? That's exactly what you did to me for weeks in a row!! You ignored several emails from me inquiring about my products, you told me times that my items would be shipping "next week" and that week never cameIn addition to that, you were several weeks over the estimated time that was posted to your website & provided to me in my confirmation emailA manager should not be making promises week after week and then when the items won't be shipping after you promised they would, I was still the one who had to contact the company to follow-upThe manager made ZERO efforts to inform me that the products she said would ship, were not able to be sent outInstead, she just ignored my emails or lied and said it would be the next weekHow many weeks in a row did you expect to get away with that? You call that being a manager? Just lying week after week and ignoring your customers? That is not a company I want to do business with, ever, and I think everyone else should be warned about the way you operateI had 3-people who were waiting to place orders until I received mine so that they could inspect your product and decide if they should place their own orderI also know someone else who received a shelf that your company made that did not look like the pictured product on your website AT ALLSo yes, you are scamming peopleThe shelf did not have the nice hinges as pictured - it had little chainsIt also did not have the finished looking top - it had plain unfinished woodAgain, NOT AT ALL WHAT WAS PICTURED ON YOUR WEBSITEYou are misleading customers in many ways - and I hate to break it to you but that is called a scamThank you for the full refund and I hope everyone researches your company before placing an order because there is certainly no shortage of Revdex.com complaints under your nameThat is impressive for a not-even month old accountGood luck staying in business and sending customers products that don't even look like what they thought they were getting Final Business Response / [redacted] (4000, 9, 2016/03/16) */ Thank you so much for your inputHave a great day!

Initial Business Response / [redacted] (1000, 5, 2016/04/22) */ Hi ***, I apologize I will have your order shipped by April 29thThank you and have a great weekend Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I get my products in perfect working order, your words mean nothingAlso, if they both don't ship by the 29th I'll be filing a complaint with the Missouri attorney general Final Consumer Response / [redacted] (4200, 16, 2016/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll believe it when I see it Final Business Response / [redacted] (4000, 13, 2016/05/02) */ We are shipping this order 5-6-

Initial Business Response / [redacted] (1000, 5, 2016/02/12) */ Refund has been issued and product shippedI do apologize for your experience.We simply were not prepared for the order volume we receivedWe have hired several new people to assist in production so we can bring our times down Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving the issues at handNext time I would not tell people when their order is supposed to ship several different timesIf your behind make sure you tell them and don't tell them it will ship this time then this time then this timeDon't tell people things that are not true

This customers order was shipped Shipping invoice is attached

The customer requested a refund less than hours ago We are processing the refund now

12/08/ [sent email to business about consumer's position; requested call me back to discuss]12/11/@1: {mediator called business; phone rang a few times and went to answering machineleft a message for [redacted] to call me within the next few days]12/15/ [business has not replied to email and vm mentioned aboveLeft another vm and sent another email today and advised would close complaint on noon Tuesday Decif no reply]12/19/@ 12:p.m{ mediator did not receive a reply to emails and vms previously sent before deadline given business to respond (today at noon)Close}

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, 9, 2017/06/07) */ This order has been shipped.BOL [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2017/06/09) */ Bed arrived June 7th, issue with footchest finally got ahold of themThey are remaking the footchest to original specsThey made a dimension change and never asked if I was okay with itBut they are making it right and doing a remake with the understanding that it will take a little time do to their back logAlso they are checking into a refund they told me I was receiving and hadn't yetAll in all yesterday's customer service was very good once I was able to get ahold of them Final Business Response / [redacted] (4000, 14, 2017/06/09) */ Remake is in productionAnd the refund is being processedThank you Final Consumer Response / [redacted] (2000, 16, 2017/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2017/04/04) */ I do apologize for any inconvenience your order will ship by Friday

Initial Business Response / [redacted] (1000, 5, 2016/03/15) */ This order has been put on the truck and is shipping todayI apologize for the extended wait time

Initial Business Response / [redacted] (1000, 5, 2017/03/27) */ I apologize for any inconvenience the frame will ship this week Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is now Thursday 3/30, and I have still not heard anything about shipmentI understand that it takes time to create what I ordered, and these have been very popular, but it would be nice to have something sent saying "Hey we are backed up right now." Or something along those linesI have sent a lot of business to this company via friends on Facebook, and here at homeI just want what a paid $for please! Final Business Response / [redacted] (4000, 9, 2017/03/31) */ This item is on the truck to ship today Final Consumer Response / [redacted] (2000, 11, 2017/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a confirmation on deliveryI know you can be busy because of the time of year and allIt's just frustrating to wait as long as I have and not much communication! Thank you, and I look forward to having my wall piece tomorrow!

Initial Business Response / [redacted] (1000, 5, 2017/03/29) */ The sign is a seperate purchaseAny of our items that include signs are called a bundleNo where in the description does it say the sign is included with the purchse Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The online add showed both art peices and it was completely misleadingAll I wanted was for the issue to be corrected and instead I've received nothing but push back

Initial Business Response / [redacted] (1000, 5, 2016/03/18) */ Hi [redacted] , Your order is shipping today

Initial Business Response / [redacted] (1000, 5, 2016/04/27) */ I have already spoke with you today via emailI did respond to you email Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am just waiting for delivery Final Consumer Response / [redacted] (2000, 11, 2016/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was a very long daysHopefully it comes in tact Final Business Response / [redacted] (4000, 9, 2016/04/28) */ The order was shipped yesterday as promised