Ashley Furniture Homestores

Review: On 02/04/2014, I made a $2800 purchase at Ashley Furniture consisting of:

• Two white leather sofas

• Two end tables

• One coffee table

The sofas were on backorder, and were told that they would arrive in approximately 5 weeks; I would receive a call prior with an approximate date of delivery by the end of the month.

Issue #1: Delivery estimate call was never made

I had to call them to figure out the exact date, and even at that time only the sofas were available. After scheduling a date for delivery in early March, the furniture delivery truck arrived.

Issue #2: Rude delivery personnel

As I inspected the merchandise for damage, the two men spoke to each in Spanish, with a tone that implied I was taking too long/keeping them up. I pointed out a couple areas that concerned me, but they simple said it was normal and I could refuse delivery if I wanted. I did not appreciate being rushed, when I’m told to inspect the merchandise from Ashley themselves.

Issue #3: Defective merchandise

After they left I noticed several areas of concern, including manufacture damage (leather scratches, improper stitching, depressed cushions, leather wrinkling, etc.). I called[redacted] to discuss my issues. She would replace one sofa, and asked me to send pictures of the other sofa. I did, and on March 11 she replied that would look into the matter. She eventually called to tell me that they would send out a technician to repair the other sofa. The technician arrived on March 18 to fix the sofa. He took foam out of the sofa that was being replaced and put it in the other sofa (instead of bringing his own foam). He kept asking every few minutes if there was enough foam; I simply told him that I wanted to be like the intended design. After he left, I had one overstuffed sofa and one understuffed sofa (this was not repaired to spec).

I spoke to [redacted] again about the sofa, and also the coffee end tables, which were defective as well (improperly assembled, after being specifically told in the showroom I would not see the same issues as I saw in the store). She agreed to replace the second sofa as well as the tables.

On the weekend of April 8, I received the replacement sofas, but continued to experience issues (including similar defects, delivery personnel soiling the merchandise with their dirty hands, and cushions that experienced permanent compression from transportation). I emailed [redacted] again with the issues and photo documentation. She agreed to replace the tables and the sofas again, but after they arrived in May, the merchandise continued with the same issues. Even their repair person who was sent out agreed that the issues were in fact problems and not unrealistic expectations. After barely two months, even some of the seat cushions are sinking in and require considerable effort to get out of the sofa.

Clearly, there is a recurring manufacturing problem that they are not able to fix. I am okay with accepting the merchandise in its current condition, but it is utterly unacceptable to not have proper merchandise after six months of emailing and phone conversations, time off from work, etc. at the full price. They offered a $100 refund, but this is insulting at best. I’ve had defective merchandise from other retailers, and all of them resolved the issues quickly, provided a respectable refund amount, or both (in some cases). None of them required the headache and hassle that I’ve experienced with Ashley Furniture.Desired Settlement: 25% of purchase price refunded to method of payment (credit card).

Business

Response:

Good Morning,

We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. At this time our response to [redacted] complaint is that the compensation he is asking for is unmerrited. We have done everything within our power to address his concerns. [redacted] received his first delivery of two sofas on 3/6/14. Soon after he expressed concerns with the merchandise. The decision was to order new on one and send a technician for the second as we felt we would be able to address his concerns in home. The consumer was delivered a new sofa on 3/29/14 and a technician was sent out on 4/22/14 to adress his concerns with the second sofa. The consumer was at that time displeased with the end result of the service visit as were we. He expressed concerns with the newly exchanged sofa as well. At that time we determined the best form of action would to be to exchange both sofas. The exchange for both sofas was on 5/28/14. The consumer did also express concerns with his end tbl and cocktail tbl, which were both ordered new as well. To my understanding the consumer however, refused to take delivery of the new end tables until he felt his concerns with the sofas were addresed and compensation for his time was offered. We at this time still have the two tables in our possesion and are ready and willing to deliver at any time. The consumer expressed concerns with the newly delivered sofa in question on 5/28/14 and requested compensation to keep as is. Upon careful review we feel that all concerns he has brought forth in regards to us were purely cosmetic and a result of imperfections that come with top grain natural leather. It was explained to the consumer that imperfections in top grain leather are to be expected as this a natural product made purely from cow hide and not a a man made manufactured material. However, due to the inconveniences the consumer expressed he was offered a choice of a $100 refund or $150 in store credit to be utilized on future purchases. The consumer declined the offer. It is our standing at this time that we have been more than willing to work with him , address his concerns and provide what we feel is reasonable compensation. We will not be extending any further offers at this time outside of delivering the new tables as promised if the consumer chooses to allow us to do so.

Best Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'll address the concerns noted in the reply accordingly:

"We have done everything within our power to address his concerns." - That is not true; Ashley has the power to discount the merchandise further and provide a refund per my request. While this may be at a loss to Ashley, they would earn goodwill with the customer which would potentially turn into future business. Perhaps they've done everything accordingly to their policy, but their policy clearly does not address merchandise which maintains poor quality control, poor workmanship, or both. This indicates to me that the policy is broken, or their employees are not empowered to resolve customer complaints satisfactorily.

"The decision was to order new on one and send a technician for the second as we felt we would be able to address his concerns in home." - Obviously, this did not happen. Not only was the technician poorly trained in repair procedures, but his work did not get communicated back to the office as the staff were shocked to hear how he "repaired" the sofa only when I notified them.

"...a technician was sent out on 4/22/14 to adress his concerns with the second sofa. The consumer was at that time displeased with the end result of the service

visit as were we." If Ashley were disappointed with the second technician, who was supposed to be a senior technician, then clearly there's a systemic problem with the technicians.

"To my understanding the consumer however, refused to take delivery of the new end tables until he felt his concerns with the sofas were addresed and compensation for his time was offered." That is completely untrue. I was never notified that the end tables were ready for delivery, so I had no way to refuse delivery. I scheduled delivery of the end tables after I received a call. When they arrived, I refused delivery because I explained to them that the new tables have the same alignment issues as the current ones. This is a local assembly issue, not a manufacturing issue. I explained to them (and Ashley) that while it is okay to ship me merchandise that I have to put together myself, and okay to deliver merchandise that is already assembled, it is NOT okay to ship me merchandise that is improperly assembled AND charge me for delivery. The issues with the tables are not cosmetic issues as sharp edges are exposed and could cut small children. Secondly, I specifically asked the salesperson in the store if the tables that were delivered would have the same types of alignment issues in store, and she confirmed that they would not. As such, I continued to raise the issue until Ashley recognized that a failure in communication happened, as well as poor workmanship of their assembly team (which has not happened).

"Upon careful review we feel that all concerns he has brought forth in regards to us were purely cosmetic and a result of imperfections that come with top grain

natural leather." [redacted] doesn't seem to be well versed on leather manufacturing, so I'll explain this in further detail. Leather is a natural material, but the processing of leather is very much handled by man. The cowhides that arrive are not simply placed onto a sofa. They need to be cut, sanded, pigmented, and embossed. Throughout the process, if there are defects in the leather, they are identified, and the pattern is cut around the defect to prevent it from showing up in the final product. My issues were not related to a perfectly seamless appearance, but obviously cuts, scratches, and other issues that occurred during manufacturing. In fact, when I pointed out these issues to their technician, he agreed with me immediately and indicated that it was NOT a naturally occurring issue. Why [redacted] is contradicting her own technician is beyond me. Lastly, I have several pieces of furniture in my home consisting of top grain leather from various manufacturers, and I have never experienced any of these natural nuances that [redacted] claims are "natural."

The fact that Ashley is going so far to defend itself despite this level of dissatisfaction from a consumer is a commentary on the company itself. I've had other issues with furniture from other retailers, and it is almost always resolved with one or two phone calls. In addition, most of the time the remediation and any "inconvenience" credits, etc. are proactively offered by them without any request or mention on my part. As a result, I have continued to shop from their retailers for years after my purchases.

Regards,

Business

Response:

[redacted]

Please see the[redacted], as well as the correspondence below. I do believe that many of these concerns are cosmetic due to the leather. As you can see in the pictures we are sending him quality merchandise with slight leather imperfections. Wrinkling can occur during shipping and/or from the natural leather in itself. Wrinkling during shipping can be expected as we take great care to ensure we package well enough to protect the merchandise during shipping. However, as you can see from the correspondence I do not feel the consumer is looking for any further resolution outside of compensation. The offer was extended of an offer of $150 store credit. The offer was extended for this particular one piece in question which was purchased for $1,000. $150.00 in turn would be 15% back towards a future purchase. We do feel that is an appropriate amount based on the pictures I have attached. Please feel fre to reach out to me should you have any further questions.

Thanks,

Consumer

Response:

Well, I have several issues:

1. They never actually offered anything different through Revdex.com in terms of compensation (monetary, credit, etc.) or in terms of help; anything offered was already offered and hence triggered my desire to open a Revdex.com complaint.

Review: We purchased a king size bedroom set, desk and mattress from Ashley Furniture Homestore in [redacted] in November for a December 16, 2014 delivery. The items purchased were delivered. On the night of December 29th, the bed frame collapsed. At 12:15pm on December 30th, I went to the Ashley Furniture Homestore from which I purchased the furniture as directed on their warranty card only to be told to email their customer service. When I asked to speak to a manager, I was told the customer service manager was at lunch and that I could email. When I proceeded to tell them that I did not want to email that I wanted to speak with someone I was told I could speak with the store manager but that he would not be able to do anything. I said that I would like to speak with him and the sale clerk went to find him. He never same over to speak with us. He called a customer service person and transferred the call to the sales clerk we were speaking with. We were then told again to email pictures and given three email addresses. Upon trying to email, one of the addresses bounced back. We were also given two phone numbers to call. We have called both phone numbers and have not received a return phone call. We called the Ashley Furniture Homestore main line [redacted] only to be told that we needed to handle it with our local store since they do not have record of the sale.

In the bed collapse a person was injured and has medical documentation. Even knowing this information, we have not been able to get in touch with any person to be able to handle the matter.Desired Settlement: We would Ashely Furniture Homestore ideally to allow us to return the peice for a refund to their credit card but would be willing to accept a replacement at this time. Repair is not an option since their frame is significantly damaged and we cannot risk more injury.

Business

Response:

Good Afternoon,we here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. The consumer did speak to a service representative on 12/31 to address their concerns. The consumer was scheduled for an exchange of the rails for the bed on 1/2/15 and all concerns have been considered to have been resolved at that time. Please let me know if we can be of further assistance.Best Regards,[redacted]

Review: I purchased a product from Ashley and financed it through rac acceptance. I make my monthly payments on time without hesitation. The first payment I was charged a late fee because I was given the wrong date to pay and when I explained it to them I was told that I would be charged a late fee even though it was not my fault and there was no way to take off the late fee. I made my second payment without incident however my fourth payment was made over the phone on the correct day and somehow was not applied to my account. I was called the next day and had to take a copy of my bank statement to show that the payment came out of my account, which was an inconvenience for me. They were going to charge another late fee but the young lady in the store said she would credit it. I told her about the my first payment in which I was told that the late fee could not be credited and there was no response or correction of my first payment. I asked about paying more than my regular payment to pay down on principle and pay the account off sooner and was told that I couldn't pay more than my regular payment. I could only pay the account off by paying the full amount of amount financed in one lump sum or go the full term. I have had installment accounts before and was never told that I could not pay down the principle which I feel is a trap to the consumer.Desired Settlement: I would like a refund on the first late fee I was charged because I was given the wrong date to make the payment. I would like compensation for my time and inconvenience of having to go out of my way to bring in a bank statement to show that I made my payment on time. I would like for myself and other consumers to be able to pay extra to pay off accounts early and save money on interest.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I apologize for any inconveniences the consumer may have experienced in regards to their finance payments for their most recent purchase. I do apologize, however, we do ask that the Revdex.com complaint be redirected to the appropriate company at this time. The consumer has financed their merchandise via RAC acceptance, which is neither owned nor operated by Ashley Homestore. Any complaints, payment, or financial concerns would need to be addressed by RAC acceptance as the finance contract entered into by the consumer was with RAC. Ashley Homestore is a privately owned and operated business and RAC is not of the same ownership and or/operating procedures . Please feel free to reach out to me should you have any further questions in regards to this consumer or if I can be of any additional assistance.Best Regards,[redacted]

Review: On 8/2, 2015(approximately) I went into the Ashley Furniture Home store located in Colonial Heights Virginia. It was there that I purchased a 7 piece King bedroom set that was the Floor model and the last set in stock at the store. The king bedroom set was set up at the store with all pieces, which I specifically checked, since I was purchasing the floor model. I paid for a scheduled delivery in the amount of 89.99. The bedroom set was paid in full well before the scheduled delivery. On 9/22, my bedroom set was delivered. At the time of delivery the bedroom set was missing the slates needed for the box spring and mattress to sit on. Due to the pieces being missing, my box spring and mattress is now sitting on the floor. Customer service (T&T Distribution) contacted me the same day of delivery regarding the missing pieces and first stated that I would have to wait 2 to 4 weeks for the pieces to be ordered and delivered. At that time, I advised customer service that was unacceptable. I was not going to sleep with my mattress on the floor for possibly a month. At that time, the customer service agent advised me that they could have my furniture delivered on 9/22. The furniture company contacted me on 9/21 to give me the 3 hour window of which the missing pieces would be delivered. I waited for 3 hours on 9/22 to receive the merchandise only to find that no one ever arrived. I then contacted the delivery company and was advised that they had contacted me on the morning of 9/22 to tell me that the pieces were damaged so they did not deliver. The delivery company contacted me on an alternate number that I was not at, without contacting me on the primary number that I had spoken with them several times on so I had no way of knowing. I spoke with the actual store on 9/22 regarding my dissatisfaction. I was told that they would have my missing pieces sent to me on 9/25. The delivery company contacted me on 9/24 to give me the 3 hour window yet again. On 9/25 the delivery company did not show up. For a 2ND time, they contacted me on an alternate number to tell they were not coming instead of my PRIMARY number. I am now in a waiting period waiting yet again to reschedule my delivery. This will be the 4th time that I will be required to take off work to be there when the delivery people arrive. I am missing out on money by not being at work waiting on the delivery company which is causing me to have a bad record at work and my mattress is still on the floor. When speaking with customer service ([redacted]), I was told that the notations on the account show misinformation and that there should not have been a scheduled delivery on 9/25 because the pieces hadnt come in yet. We are now going into October, and my issue is still not resolved. It seems as if the original timeframe of 2 to 4 weeks I was given is what they are sticking to even though they have FAKED me out 3 times in between. This has become the worst experience I have ever had buying furniture and I WILL NEVER purchase form ASHLEY FURNITURE AGAIN. Oh and by the way, I asked the delivery company for my fee back that I paid for delivery (although Ive missed out on way more by not being at work) and I was told I could not get it but they could send me a $50 Ashley Furniture gift card. I dont quite think its understood that I want nothing else to do with this company and will never purchase from them again. I AM HIGHLY DISSATISFIED!Desired Settlement: I would like a FULL refund for the money I paid for delivery and also to be compensated for the missing parts that I still have yet to receive.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. At this time we have provided full resolution to the consumer in regards to the merchandise concerns listed in the complaint. The remaining item to complete the order was exchanged on 10/3/15. All services are considered rendered in full.In regards to the refund of the delivery fee. The consumer was advised while we could not refund the delivery fee as the fee itself is inclusive of the service provided, we most certainly want to honor her as a loyal guest. A merchandise credit in the amount of $100 was offered to the consumer, exceeding the amount of the delivery fee in which was originally requested. The consumer declined our offer. At this time we would be pleased to allot the store credit for the consumer as previously advised. 'Best Regards,[redacted]

Almost 2 months after placing an order items have not been reviewed and Ashley Furniture will not respond with any anticipated date of fulfilling the order.

Review: I have been waiting about a year, maybe a little longer, for a couch that I ordered from Ashley's Furniture store in Richmond, VA on Laburnum Ave, to be delivered from T & T Distribution. After playing phone tag for several month I finally was able to schedule a delivery date. They gave me a 3 hour window on a Friday, to come which was between 9 am and 12 pm. By 1 pm they had not showed nor called to let me know they were either late, not coming, or if I needed to reschedule. I contacted the manager the following Tuesday and left her a voice mail. Her voice mail said to allow up to 24 hours for a call back. I called her back on the following Thursday because I'd not heard from her and left her another message. To this day, Friday October 16, 2015, I have not heard back from the manager from when I originally called at 10:45 am that Tuesday and then the same time on the following Thursday. It is now after 2:30 pm on Friday and I haven't heard anything from anyone. I even left a message for the distribution center on Friday October, 9, 2015, the day of my delivery, at 12:30 to find out what was going on with the delivery. Even they haven't called me back and it's been a week since that message. On the day of my delivery I had to leave my home at 1:00 to go to work. I never even received a call stating they were at my house and I wasn't there. So I am under the impression that they never came. What's worse, if I want a weekend delivery I have to pay and additional $69. At this point because of all of the hassle I've been through with them, which is A LOT more than what I've just stated, I should not have to pay to have my couch delivered on the weekend to avoid taking off from work again and losing money for a delivery that won't come.Desired Settlement: The desired resolution is to have the item that I ordered and have been paying for on my Ashley's card for the last year, to be delivered to my house. Preferably on the weekend without having to pay the additional delivery fee since I waited for 4 hours for a delivery that was supposed to come in three hours and since customer service didn't even have the courtesy to notify me that my deliver would be late or not coming at all. Not to mention the fact that I've had multiple issues with them.

Business

Response:

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do apologize for any inconveniences this consumer may have experienced in regards to the scheduling of the most recent delivery. I can confirm that the consumer has been placed on schedule for the delivery of items on 10/22/15. We will do all with in our power to ensure for a successful delivery.In regards to the delay in receipt of the merchandise, please allow me to provide further details as we have documented attempts to contact the consumer to schedule dating back to 12/23/15. Our records show that we attempted to contact the consumer to schedule for the remaining order on 12/23/15, 4/29/15, 4/30/15, 6/27/15, 8/7/15, 8/22/15. The failed deliver attempt was not successfully scheduled until 9/25 upon re-establishing contact with the consumer. Best Regards,*

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]I was contacted the evening of Friday October 16, 2015 and was able to schedule a delivery for Saturday October 24, 2015 at no additional charge. I agree that they've have tried calling on the dates that they provided and I never indicated that they did not. However, it was a lot of phone tag when calling. Unfortunately when they would call it was while I was at work and could not answer. I would call back but would always get their voice mail and most times the voice mail box was full and I could not leave a message. Once I have received the item on October 24, 2015 I will consider this complaint to be resolved.

Regards,

Review: Around March 25, with the assistance of [redacted] at the Woodbridge, Va., Ashley Furniture location, we ordered a bed and a living room set. We were given an estimated delivery date of April 7, with a guarantee that we would have the furniture before Easter.

By April 14 we still hadn't heard anything, so we called to inquire and were told delivery would be on or after April 24. We visited the Woodbridge store the same day and a manager (perhaps [redacted]) told us the bed would be delivered on April 16 and possibly the living room set as well. He said that if they were unable to schedule a delivery of the living room set for that week, then they would start the process of issuing a refund.

On April 16, the delivery truck arrived with our bed (but not the slats, which they admitted should have been included) and two pieces of our four piece living room set. We accepted delivery of the bed only, as we did not want to be stuck with half a sofa in our living room for an indeterminate amount of time.

We visited the store and spoke with manager [redacted] who told us that Ashley Furniture does not issue refunds and our choices were to accept the late delivery, take damaged furniture, or take the floor model (which was not in the configuration we ordered), and that there would be no consideration or compensation for the delayed delivery or the hours we had spent resolving the issue. After a few hours of going back and forth, given those choices, we were pressured into accepting the floor model as a temporary stand in until our real furniture arrived.

On April 17 the delivery truck arrived with the bed slats and a full furniture set (not in the configuration we ordered). The dispatch staff told us we were receiving our brand new furniture and the furniture that we would be keeping permanently. We called the Woodbridge store to confirm this and a salesperson pulled up our account and said "the President pulled some strings" to get our furniture. Later however, one of the delivery people told us they picked up the furniture from the store and that it was the floor model. Not wanting to accept a floor model at the brand-new furniture price, we rejected the delivery.

In addition to all these issues, the Ashley furniture delivery men that came on April 17 were rude and hostile from the beginning of the delivery to end. One complained multiple times that he had class and didn't want to be there delivering our furniture and the other aggressively insisted that even if the furniture was not new we should accept it at full price anyway because their "repair people are professionals".

To recap: We were promised a delivery date that did not happen, not notified about the date change until WE inquired a full week after the promised delivery date, lied to about the refund process, lied to about the furniture that would be arriving in the Wednesday delivery, pressured into accepting a compromise we were not comfortable with, lied to about the furniture that was being delivered by the distribution center and lied to again about the funiture by the staff at the store.Desired Settlement: A refund of the cost of the living room set, the insurance plan on the living room set and the delivery charge increase that was applied when we added the living room set to our order.

Business

Response:

Ashley Homestore

Phone: [redacted] Fax: [redacted]

May 11, 2014

To Whom It May Concern:

This letter is in reference to our customer [redacted], your case # [redacted] regarding the Ashley Homestore in Woodbridge, VA. We here at Ashley would like to thank you for bringing [redacted] concern to our attention.

At this time we have come to an agreement with [redacted] and [redacted] regarding their recent purchase and have delivered all items to their satisfaction on May 7, 2014. Our agreement included a discount on the items purchased along with prompt delivery of all goods.

If you have any other questions or concerns please don’t hesitate to contact me, for your convenience my contact information is listed below

Sincerely,

Ashley Furniture

Customer Service

PH: [redacted] Ext. [redacted] or [redacted]

Review: On April 15th I purchased two box springs and a mattress. Upon delivery, the box spring meant for the new mattress made the bed too high for us. We called Ashley to see what we should do because we did not want the second box spring. The woman told us to decline acceptance of the one box spring and we would see a credit on the bill. We did just that. When our May bill came, there was no credit. We called again and after numerous times of not being called back, we finally got hold of the woman. She told us that she was "working on it" and if we did not see a credit on the June bill, to call back again. On the June bill there was no credit for the declined purchase. Again we called and received no help. My husband had to drive to the store to talk to someone and was given an excuse that she had to wait for the shipping company to do something. It is two months later. It does not take two months to refund a customer money. We don't have the box spring or our money, so essentially this company STOLE from us. To us it feels like they are refusing to refund us for a purchase we never owned. We want our money back now. We aren't going to wait for another person to "call us back" because that doesn't happen, nor does it help.Desired Settlement: We want our money refunded to the credit card immediately.

Business

Response:

Good Morning,

We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. The General Sales Manager has been in contact with this consumer to assist in expediting a resolution for [redacted]. At this time we have been able to reach a full and amplicable resolution for the consumers concerns. The consumer has been credited in full for the refused merchandise. Please feel free to reach out to me should you have any further questions in regards to this consumer.

Sincerely,

Review: Purchased furniture on 11/07/2015 and I have not received it yet. I was phoned on 11/12/2015 stating my furniture was in. Returned phone call and was made aware my furniture was not in. I called again on 12/22/2015 wanted to know where my furniture was. I waa made aware that my furniture qas redirected. I thwn made several calls to the store to attempt to speak to manger. And had no luck. So I went to the store spoke with manager. He then told me that he was sending an email to corporate to see if I can be compisated and to reorder my furniture. He also stated that he would call me on 8/12/2016 and I have not received that phone call. I was also told that they would not refund my deposit nor could I cancel my order. So it has been almost 3 months no furniture no answers and out of my money and this is unexceptable.Desired Settlement: My outcome would be to refund my money and cancel my order and actions on there part and for the manager for being so rude to me.

Business

Response:

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumer concerns to our attention. We apologize for any delays the consumer may have experienced in their receipt of merchandise. At this time I can confirm that all ordered items were delivered in full on 1/26/16. All concerns have been fully resolved and services have been rendered in full as of 1/26/16. Please advise if I may be of any further assistance to the consumer. Best Regards,Deannie F[redacted]