Arbor Manor Assisted Living Community

Initial Business Response /* (1000, 5, 2016/09/12) */
Your refund has already been issued

Initial Business Response /* (1000, 5, 2016/04/04) */
I have your order scheduled to ship this weekIf you dont wish you wait any longer I can issue a full refund
Initial Consumer Rebuttal /* (2000, 7, 2016/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I
reluctantly accept this responseI have a very high expectation that this resolution will not be met and I have a very strong feeling that this case will need to be re-opened in the near future

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

Initial Business Response /* (1000, 6, 2016/03/07) */
Asked customer for a mailing address to provide a refund for the itemsAwaiting respose
Initial Consumer Rebuttal /* (3000, 8, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We asked for a
our furniture completionWe have asked for better communicationWe already paid half down and ordered in AugustWe did not request our money back, we requested communication with completion date
Thank you
***
Final Business Response /* (4000, 10, 2016/03/09) */
We have contacted this customer numerous timesThe customer has failed to provide a mailing address or a PayPal address to provide a refund
Final Consumer Response /* (2000, 13, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from Rough Country RusticFurniture contacted us and offer to finish furniture with delivery on April 3rdThank you

Initial Business Response /* (1000, 5, 2017/03/01) */
Im so sorry ***I will make sure your order is shipped the week of March 29th
Initial Consumer Rebuttal /* (2000, 7, 2017/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their terms to
have the item shipped out the week of March because it's an item that my son and his wife really wantI am a little apprehensive to trust them but it's the best we can do right now
If they do not follow through with what they say, I will have the case reopened
Thank you very much for your help,
***

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. Tell us why here

Initial Business Response /* (1000, 5, 2016/12/22) */
I will have this refundedI apologize for any inconvenience

Initial Business Response /* (1000, 5, 2017/06/08) */
We have contacted the customer via email regarding a resolution for the orderWe are awaiting a response

Initial Business Response /* (1000, 5, 2016/02/12) */
Customer has been refunded and will receive her item as wellWe had an unexpectedly high order volume and completion time can vary based on suchWe apologize for the extended wait
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/05/03) */
I apologize you are unsatisfied I can issue a refund OR I can send a replacement which ever you would preferYou have already been refunded for the shipping and every email you sent was responded toProduction time is BUSINESS days we
shipped your order Less than business days late which we refunded the shipping for
Initial Consumer Rebuttal /* (3000, 7, 2016/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have repeatedly asked for asked from the OWNERI have provided my contact information several timesI have yet to be contactedI have also asked for a time frame TO BE PROVIDED for when I may be getting the contactNothing has been providedI have to continually repeat my questions because the employee "that only handles emails" can't answer every question in one email responseSo I continually repeat themStill, they do not get answeredYou did NOT ship the item business daysIt was business days beyond the maximum production time set by the companyThe production times stated on the website is 6-weeks or 28-business daysI ordered on February and did not receive the product until April I would STILL like to be contacted by the owner of the companyIt is a simple requestI'm sure the owner would be willing to discuss a solution to this problemI would also point out that not every email has been responded toI sent another email informing the company that I received the product and it was damagedI also sent photographic evidence with that emailI also asked for a time frame for when I would be contacted by the owner (again) but received no response at allI don't understand how hard it is to contact a customer who is obviously very angry by the lack of service and poor product quality he receivedI have been denied contact and no information had has been provided to me to contact the ownerMy requests have been continually ignored
Final Consumer Response /* (4200, 11, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the refund, yet this company STILL refuses contact by the ownerI still do not have a reason as to why the owner will not contact meThis request is continually ignoredWhat is the reason for the owner refusing contact?
Final Business Response /* (4000, 9, 2016/05/04) */
Your order was shipped April 20thI will go ahead and issue a refund for you

Initial Business Response /* (1000, 5, 2016/04/13) */
Hi ***, I will schedule this to ship next weekI apologize for the extended wait time
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate
the response but I have heard that same response so many timesSo, until I have a valid tracking number and actually receive my order, I will not be satisfied
Final Business Response /* (4000, 9, 2016/04/14) */
I assure you I will get this shipped
Final Consumer Response /* (4200, 11, 2016/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the resolution when I have a valid tracking number

Initial Business Response /* (1000, 9, 2016/04/19) */
I have replied to all of your emails and provided you with a tracking number from FedEx which shows your package was delivered on April 12th

Initial Business Response /* (1000, 5, 2017/03/17) */
This was shipped yesterday with FedEx XXXXXXXXXXXX
Initial Consumer Rebuttal /* (2000, 8, 2017/03/22) */
The company sent me a tracking number for my second flagThe first flag was also received, and we are more than pleased with its
craftsmanshipThe issue here is not a matter of quality, but rather fulfilling orders within a specified time frameReading through prior complaints against this company, it appears this is an ongoing problem for themWe anticipate the arrival of the second flag, and are grateful for the company's response to this matterIn the future, I would recommend this company telling their clients a finish date that is actually feasible for them to achieveThank You

Initial Business Response /* (1000, 5, 2016/01/25) */
Customer was offered a 25% discount for the inconvenience after receiving a 10% military discount initiallyCustomer agreed to the discountI asked for payment informationCompletion times are approximate and can vary based on order volume
and other factors explained in our policy sectionAs all pieces are handmade to orderFull refund was offered if wait time was unacceptable
Initial Consumer Rebuttal /* (3000, 12, 2016/02/16) */
Though RCR did reimburse us for 25% of the price, we still have yet to receive our furniture, I called the company again last week, and left a message, they never contacted me backOnce again today I called, emailed, and texted the company asking for an update on the delivery date, and they sent me the same response they've been using for over a month "I will ask the shop for an update" and then I never hear back from themAt one point they told me that my furniture was ready to be shipped and that it was "delayed because of ice on the roads"and now they're back to telling me it's not completedWe want the furniture that we paid for and have waited over months for
Final Consumer Response /* (4200, 16, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If in fact our furniture does ship when the company has "scheduled" it for then we will be satisfied to be done with this drawn out situationIf they do not deliver again as has happened before when our "shipment was waiting for road conditions to clear up in order to ship", only to find out that it wasn't even completed, then we will have to seek other resolution
Final Business Response /* (4000, 14, 2016/02/17) */
We have been in contact to resolve the issue at handI feel we are doing our best to please the customer and nothing will sufficeWe have explained the situation numerous times as well as compensated them for the inconvenience.Their shipment has been scheduled for 2/Completion is approx BUSINESS days as stated in our policy section which would put completion around the second week of FebThe high order volume has caused delays and we are doing all we can to reduce completion times

Initial Business Response /* (1000, 5, 2016/03/04) */
Hi ***, I emailed you earlier stating I would send a flag to the correct addressI am just waiting for you to respond to me

Initial Business Response /* (1000, 5, 2016/02/25) */
We have already issued a full refund and agreed to ship the productThe order is pending pickup
Initial Consumer Rebuttal /* (2000, 7, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If this promise
from the seller does take place, I will be satisfied

Initial Business Response /* (1000, 5, 2016/09/21) */
Hi ***, Your order will be refundedI apologize for the inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2016/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/05/03) */
This order has been refunded in full
Initial Consumer Rebuttal /* (3000, 8, 2017/05/09) */
Company states "refunded in full", yet I haven't received a refund or confirmation that a check is on its wayThey stated in an email that they can
not direct refund after days and that they would be mailing a checkI responded saying that I would like the check sent certified mail, signature required upon receipt, and with a tracking numberThat was Wednesday, the thirdToday is the eighth, and I have yet to receive a response from them
Final Business Response /* (4000, 10, 2017/05/09) */
The customer was refunded via checkShe was made aware of thisAnd acknowledged it via email

Initial Business Response /* (1000, 5, 2017/04/25) */
Hi ***, your order will be shipping by Friday
Initial Consumer Rebuttal /* (3000, 7, 2017/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Received the Lamp however it does not worktried
multiple outlets multiple bulbs including brand new ones
Final Business Response /* (4000, 9, 2017/05/02) */
Im so sorry ***, We can send a replacement or issue a refundWhichever you would prefer
Final Consumer Response /* (2000, 11, 2017/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I'd like a replacementI like your products just upset that I was given an estimated delivery time and when I asked I wasn't given any explanation

Initial Business Response /* (1000, 5, 2017/02/27) */
I will have this refunded for youI apologize for any inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2017/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youAs previously stated contact me
via email at *** of you need further information