Arbor Manor Assisted Living Community

Hi [redacted],I do apologize this has taken much longer than anticipated.  I will get the order on a truck by Wednesday for shipment.

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 production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 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 2 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 3 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 2 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 behind. The following day we had over $4000 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 $170,000 worth of product and thousands of dollars worth of material that we paid for.  We of course filed a police report. Then came the cutting of services.  He cut our internet and phone service(resulting in a huge backlog of emails as it took 5 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 100,000 people successfully over the past few years and hope to continue serving customers for years to come. We 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 us. We 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 up. We 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 understand. And will resolve your complaint as you see fit.

Initial Business Response /* (1000, 5, 2016/07/08) */
I responded to your email and you said you were fine to wait another week. I will go ahead and have your order canceled and refunded

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

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

Initial Business Response /* (1000, 5, 2015/12/19) */
Customer sent full refund of $970. Apologies for the inconvenience.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received a full refund. We are very...

disappointed we did not get our bookshelf. We now have to find a similar piece of furniture somewhere else and wait a few more months to have it made. This company wasted our time and was dishonest with us when they emailed us that they were "waiting on the shipping company."

Initial Business Response /* (1000, 5, 2016/05/12) */
We have received no emails or facebook messages from this customer. The order will ship in 7-14 business days or I can issue a full refund

In regards to complaint #[redacted], the issue has been resolved.  We received our product today!  Please consider this closed. Thank you for the opportunity to serve you![redacted]

Initial Business Response /* (1000, 5, 2016/11/17) */
Your order was on the truck to ship today. You requested a refund. We have canceled your shipment. Refunds take around 10 business days to process
Initial Consumer Rebuttal /* (2000, 7, 2016/11/18) */
(The consumer indicated he/she ACCEPTED...

the response from the business.)

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 production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 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 2 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 3 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 2 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 behind. The following day we had over $4000 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 $170,000 worth of product and thousands of dollars worth of material that we paid for.  We of course filed a police report. Then came the cutting of services.  He cut our internet and phone service(resulting in a huge backlog of emails as it took 5 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 100,000 people successfully over the past few years and hope to continue serving customers for years to come. We 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 us. We 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 up. We 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 2 weeks.  If that’s not something you are interested in, we understand. And will resolve your complaint as you see fit.

Initial Business Response /* (1000, 5, 2016/01/26) */
I'm sorry you had a poor experience. However you did order after our Nov. 6 deadline for Christmas orders which was clearly posted on our website at the time of your purchase. So we will not be compensating you for having to buy another gift. I...

can however refund you for the cost of the signs that were missed and they will ship as per your conversation with the customer service representative today.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I understand that I missed the christmas deadline by a week, The website did state thought that the signs take 2-4 weeks. And when I saw the free drawings on facebook I was upset that you were behind in orders but offering free signs to the public to promote business. Thank you very much for refunding the cost of the sign that was missed. I wish we could have resolved this without having to take this this far. My fiance is a police captain and loves the flag compartment he recieved and his looking forward to the sign. I will let everyone we know that we have talked to about this matter know that you did refund to make up for the bad experience so they will order in future.

12/08/2017  [sent email to business about consumer's position; requested call me back to discuss]12/11/2017 @1:15  {mediator called business; phone rang a few times and went to answering machine. left a message for [redacted] to call me within the next few days]12/15/2017  [business has not replied to email and vm mentioned above. Left another vm and sent another email today and advised would close complaint on noon Tuesday Dec. 19 if no reply]12/19/2017 @ 12:34 p.m. { mediator did not receive a reply to 2 emails and 2 vms previously sent before deadline given business to respond (today at noon). Close}

Initial Business Response /* (1000, 5, 2016/05/06) */
You will be refunded. You messaged on facebook this morning and were told you would get a refund. Completion time is 105 business days. It is not time for your order to be complete yet

Initial Business Response /* (1000, 5, 2017/05/03) */
Production time on bedrooms sets is around 105 business days. We are at 74 business days since you ordered.
Initial Consumer Rebuttal /* (2000, 7, 2017/05/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I...

ordered it 106 days ago however I did not realize that it states in your time frames 84-105 "business" days. I still think the wait is a little absurd but I guess I'll keep on waiting. I'm hoping I don't end up like some of your customers that didn't get their order until a year later.
Thanks for the prompt response.

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, so long as they actually ship item!
Sincerely,
[redacted]

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 /* (1000, 5, 2017/06/27) */
This customer failed to understand what a "business day" was and rather than accepting clarification resorted to threats of reporting us to the Revdex.com as well as other outlets. This error was not ours but rather a misunderstanding on the customers...

part. We have since refunded the order and sent confirmation to the customer recording such. I can provide documentation of the above comments and would like this complaint removed immediately.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/29) */
They have refunded my money. It is supposed to show in my account within 10 days.
--
[redacted]
Associate Partner
HR Strategies LLC
[redacted]

Initial Business Response /* (1000, 5, 2016/12/13) */
I will have this refunded for you. I apologize for any inconvenience
Initial Consumer Rebuttal /* (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 received. They 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 skeptical. Clearly, 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 /* (1000, 5, 2016/02/02) */
Customer was immediately offered a corrected flag be sent. It has been scheduled for shipmen this week. It's unreasonable to think that a company that ships over 600 products a week that mistakes don't happen. We always do whatever we can to fix...

any mistakes that are made.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the correct flag in the mail after contacting Revdex.com and speaking to [redacted]. Very satisfied now.

Initial Business Response /* (1000, 5, 2016/09/09) */
Hi [redacted], I will have your order shipped next week. I apologize for any inconvenience
Initial Consumer Rebuttal /* (2000, 7, 2016/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I am pleased...

with the company's response. I hope they come through with the promise of shipping out my product by September 16th, 2016. Thank you. GOD bless.