Arbor Manor Assisted Living Community

Initial Business Response / [redacted] (1000, 5, 2016/12/08) */ Your order will be complete and shipping this month

Initial Business Response / [redacted] (1000, 5, 2016/12/13) */ I will have this refunded for youI apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept response until refund is actually receivedThey have been saying that my item is ready and would be shipped; the fact that they are now saying that they will refund my payment leaves me skepticalClearly, they are not being honest: Was my item completed? Then why not just send it on? If it is not completed, why did they tell me it was? I will wait for the reimbursement before I consider this issue settled

Initial Business Response / [redacted] (1000, 5, 2016/05/11) */ You were already advised via email we would still be sending your mirror Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I appreciate the full refund and the product being shipped to me for free, there is still no guarantee that I will be getting the item nor have I received the refundAnd, with the track record of this company, it doesn't appear that either promise will be fulfilledPlus, I believe other customers should have a fair warning as to what type of company they are dealing with before they spend such a great deal of moneySo, I do not want to accept their response Final Consumer Response / [redacted] (4200, 11, 2016/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) At this stage, it isn't about the receipt of the product or a refundIt is about warning other customers about the business practices of this businessI don't trust that I will ever receive the product because of the way I have been treated by this company so I cannot accept that as a remedy or I wouldI do want that item as I purchased it and have been waiting since December for itHowever, because they have proven to be a company that does not fulfill their end of the bargain and cannot be trustedSo, their is no way to guarantee that I will receive this itemTheir promises are valueless Final Business Response / [redacted] (4000, 9, 2016/05/13) */ I don't kniw what more we can do we are sending the product for freeIf you do not except thatI will just make sure the refund was issued and not send the product

Initial Business Response / [redacted] (1000, 5, 2017/05/24) */ Customer has requested a refund and cancellation of the order which is currently being processed

Initial Business Response / [redacted] (1000, 5, 2016/10/07) */ This is the email I received from you on 9-8- "Thank you for your prompt replyI'm glad business is going well for youI fully understand and will give it until October 31st and hope it is shipped and I do not have to cancel my order" We will ship your order by 10-31-

Initial Business Response / [redacted] (1000, 5, 2016/05/06) */ I spoke with you today via email/ Your order will be refunded

Hi [redacted] ,Our completions times are listed in business days rather than calendar daysI have attached a copy of the completion times attached to your order for confirmationI apologize for the misunderstanding Would you like to proceed with your order?

Initial Business Response / [redacted] (1000, 5, 2016/09/16) */ Your order will be shipping today and the shipping will be refunded

Initial Business Response / [redacted] (1000, 5, 2016/03/08) */ Hi [redacted] , your order was shipped yesterdayAs promised per our emails yesterday Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received my product as of 3/9/once I receive it and the product is what I ordered then I will be ok with the responseI will notify you once I receive my product Final Business Response / [redacted] (4000, 9, 2016/03/10) */ Im showing your order was delivered yesterday Final Consumer Response / [redacted] (4200, 11, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received my product however it is not what I expected for the price I paidThe bottom lock/latch is not correctly placed so the stop does not touch lock so therefore it will not stay latched and the top has a 1/inch gapI want a full refund and if they want their product back they can send me a return package to send it back

Final Consumer Response / [redacted] (2000, 7, 2017/04/10) */

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 I can have this shipped within weeks If that’s not something you are interested in, we understandAnd will resolve your complaint as you see fit

Order has shipped. Shipping invoice attached

Initial Business Response / [redacted] (1000, 5, 2016/05/06) */ You will be refundedYou messaged on facebook this morning and were told you would get a refundCompletion time is business daysIt is not time for your order to be complete yet

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 *** 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 /* (1000, 5, 2017/04/12) */
This will ship asap!
Initial Consumer Rebuttal /* (3000, 7, 2017/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it has been over a week and I have still not recieved my flagit is over months
since I placed my order
Final Business Response /* (4000, 9, 2017/04/21) */
This was shipped with *** XXXXXXXXXXXX

Initial Business Response /* (1000, 5, 2016/05/02) */
I will have this canceled and refunded for you
Initial Consumer Rebuttal /* (2000, 7, 2016/05/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/08/18) */
Your order has been canceled per your request
Initial Consumer Rebuttal /* (2000, 7, 2016/08/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They company refunded my money

Initial Business Response /* (1000, 5, 2017/02/17) */
I will get the flag shipped asap
Initial Consumer Rebuttal /* (3000, 12, 2017/02/27) */
I've reached out the company via email after they said theyd said it asap so that I can get the tracking number, but have yet to receive a replyI'd
like a tracking number for the shipment
Final Consumer Response /* (2000, 17, 2017/03/13) */
The flag was shipped with *** XXXXXXXXXXXX

I received my order today and would like to close the complaint

Initial Business Response /* (1000, 5, 2016/03/30) */
Hi ***, production time on flags is approximately weeks your order will ship in 5-business days