Arbor Manor Assisted Living Community

I have contacted my credit card company, I am no longer interested in anything this company had to offer it’s been way to long

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 your order 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, 5, 2017/05/19) */
We will get this shipped by the third week of June or issue a full refund for the piece

Initial Business Response /* (1000, 5, 2015/12/10) */
Hi ***I don't even know what to say! I didn't even realize this hadn't shipped or that you had messaged until I got a letter in the mail from the Revdex.comI will send the refund immediately and send the flag asapI cannot apologize enoughI
certainly would have resolved the issue had I knownAGAIN I am very sorry
Initial Consumer Rebuttal /* (2000, 9, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business provided a refund and apologized stating they thought the order was shippedI'm confused about that statement because several emails were sent with no reply backGlad the Revdex.com assisted in this complaintIt's to bad the product I ordered was a gift

This order was shipped and delivered. Shipping invoice attached

Initial Business Response /* (1000, 5, 2017/04/24) */
I will have this refundedI apologize for the inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2017/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept this response once the refund
has been receivedAlso, the company should change their description of the item and claim to the item being "100% solid wood." It is deceiving and advertisement
Final Business Response /* (4000, 9, 2017/04/25) */
The refund has been initiatedRefunds take 5-business days to process
Final Consumer Response /* (2000, 11, 2017/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund

Initial Business Response /* (1000, 5, 2016/07/06) */
Your order will be shipped by Friday
Initial Consumer Rebuttal /* (2000, 7, 2016/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the order is not shipped by Friday another complaint will be filed

Initial Business Response /* (1000, 5, 2016/08/04) */
I will have a refund issued

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

Initial Business Response /* (1000, 5, 2017/05/30) */
I corresponded with the customer immediately following an email regarding the product and offered a replacement or a refundTo which the customer repliedI don't understand why a complaint was filed when this was taken care of once the
customer emailed her concerns?
Initial Consumer Rebuttal /* (3000, 8, 2017/06/01) */
This was filed before they were able to get back in touch with meAfter making contact with them this complaint is no longer an issue for the Revdex.com
Final Consumer Response /* (2000, 9, 2017/06/01) */
This was filed before they were able to get back in touch with meAfter making contact with them this complaint is no longer an issue for the Revdex.com

Initial Business Response /* (1000, 5, 2016/05/31) */
I am showing this as having been scheduledWe will get it shipped asap and apply a discount to your order
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I received similar responses in the past and still do not have my orderI want a delivered by date, an answer to whether or not the shelf has LED lights as requested, and how much/when I will be refunded
Final Business Response /* (4000, 9, 2016/06/01) */
Your flag shipped yesterday , you should've received email confirmation last night , Your shelf will ship today and you will receive email confirmation for that tonight We replied to your email yesterday , we didn't reply the day before due to it being a holidayThank you and have a good day!
Final Consumer Response /* (4200, 11, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The products cameThe shelf has no LED lightsI specifically stated when I ordered the shelf that I wanted the lights in it or did not want the product at allI also have not received money back yet, as stated in their earlier response

Thank you ***,
We can arrange a pickup of the furniture and issue a refund for the order once it's returnedPlease let me know the best day to arrange for pickup

*** *** called and she is the grandmother of *** ***. She wanted to inform Revdex.com that the product has been shipped and it is on the way to be delivered this Wednesday, Sept27, 2017. There was a shipping tracking number provided by the company

Initial Business Response /* (1000, 5, 2017/01/24) */
This order was for $*** I will have this canceledEvery email from this customer has been answered
Initial Consumer Rebuttal /* (3000, 7, 2017/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My
emails from the company has not been answered to meI am verifying the total charges to my card and will have to get back to you when I confirm with my bank
***

Final Consumer Response /* (2000, 6, 2015/12/10) */
Problem has been resolved

Initial Business Response /* (1000, 5, 2016/05/24) */
You ordered April 5thProduction time is up to business days as stated in the confirmation emailI will have this refunded for you

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. I 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, 5, 2016/09/08) */
I have emailed you and informed you that you will be refunded
Initial Consumer Rebuttal /* (2000, 7, 2016/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

11/27/2017 {left VM with consumer to call me} 11-29-[sent email to consumer to contact me about status of this]11/30/[email from consumer] Hello,We are currently out of the country and limited phone access. No, we have not received the missing parts or any further contact from the manufacturer. I am not surprised since it has taken them so long to send us a half built product. 12/19/[ mediator left vm with consumer that business was not responding to my emails and vms and closing complaintSuggested he consider still calling business from time to time, small claims, etc,]

Initial Business Response /* (1000, 11, 2016/01/21) */
Customer was refunded on 1/18/
Customer failed to ready policy section of website for completion times and approximate shipping timesLink attached
http://www.roughcountryrusticfurniture.com/policies.html
Initial Consumer Rebuttal /*
(3000, 13, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I read the policy on shipping and it did say that it was approximate but even after I contacted the company she say that it would have been completed the second week of JanuaryAfter that week was up I contacted them again asking for an update then was told it would be another 5-business days for it to shipFinally I asked for an update on the order again on the and that when I let them know I had contacted the Revdex.com about this issue she just refunded me instead of trying to resolve this issue
Final Business Response /* (4000, 15, 2016/01/21) */
You asked if you would receive your product or a refund because you had contacted the Revdex.comYou choose to contact the Revdex.com, and we decided that the best resolution to your complaint was a refundWe would have gladly sent your product but when you file a complaint, the quickest route to resolution is a full refund