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Autumnwood Homes, Inc.

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Autumnwood Homes, Inc. Reviews (453)

Good Morning Revdex.com,
I reached out to [redacted] via the daytime phone number she has
provided in this complaint today (9.23.2014) and left her a message with my
direct phone number for contact back. I look forward to hearing back from our
customer so that I can help her resolve her concerns...

and I ask that you please
pass on my sincerest apologies for any frustrations we have caused her during
this time of need. We assure [redacted] that we genuinely value our customers as the
most important part of our business.
Thank You,
[redacted]  
Customer
Care Corporate Liaison
Bobs
Discount Furniture

Good Morning Revdex.com,
Please pass on to [redacted] that she can contact one of my corporate colleagues
via email at: J[redacted].com
should she wish to continue her concern with a different party as she has
requested.
I am so sorry that my responses have left [redacted] so unsatisfied and I am
placed in this position as the highest level of Corporate Customer Care
available via this Revdex.com channel.
Sincerely,
[redacted]
Bobs Discount Furniture
[redacted]

Good Afternoon [redacted],
I feel terrible after reading about your experience with us. I don't blame you for being very upset with
us and on behalf of Bobs Discount Furniture I extend my sincerest
apologies.  I know and acknowledge how
unpleasant this entire ordeal has been for you and...

while I know this is your
Bobs experience I assure you that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase. I apologize further that the chair originally selected was going to
take so long to come in, our special orders are sent via container shipment only
from our overseas manufacturers. This means that once a container is completely
filled, only then will it be released for shipment across the ocean and this
process can and will cause a delay verse what we already have in stock.
It is
inexcusable that you weren’t informed of any cancelation and we take full responsibility
for our failures; we do hope you can accept our deepest apologies. You deserve
only the best service, especially when you visit Bobs. We have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action.
We can certainly understand your frustration and acknowledge the
reasons why you feel owed something additional after the successful delivery of
the chair.  
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. Our records indicate that the original concern has been made
right and the chair was delivered as of yesterday (3.10.2015).
While it is not normal procedure to so we do recognize that we
have failed you and we are willing to make an exception in this case to work
above our normal compensation guidelines and policies.
We can offer to provide you with a monetary refund based on the
amount paid to us for a delivery fee on this sales order ($39.99). Should you
wish to accept this offer, please respond to this communication via the Revdex.com as
‘satisfactory’ and we will have that charge sent back to the financing company
([redacted]) used to make this purchase.  
Should you seek to cancel the 5
year protection plan you purchased (Goof Proof Plus) you are well within the
guidelines to initiate that cancelation through our Customer Care Team. The
Goof Proof Plus Protection Plan can be canceled for a full refund within thirty
(30) days of delivery. This plan is extremely comprehensive and is managed by
Bobs (for defects) and Guardian Protection Products (for accidents), due to the
inclusion of multiple companies and records transfer this cancelation and
refund requires direct verbal attention and processing from a member of our
Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone
with you and ask that you contact our Customer Care Offices at [redacted]
(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our company. You have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: Bobs is only (re) sending a technician out that said, "I can fix that water mark." The tech called back the store and put me on the phone with a man that said, I advised my technician NOT to fix the table and advise you to call [redacted]. I did that and because the people in charge of [redacted] look for any and all reasons to discredit the customer and deny the claim I then called back Bobs. I argued with a gentleman about a whole "other" issue not previously complained about to [redacted]. My table is peeling in the wood grains. This is by no fault of mine. I ONLY use the cleaner they provided. The same reason I needed to purchase a new table from bobs in March of 2014.  My previous tables finish had completely worn off but I foolishly didn't report it in 2011. I was instructed by the salesman that NO MATTER WHAT happened to the finish in the first year that BOBs would replace it.  Not only was my salesperson misleading but so was the [redacted] statement misleading.  The woman from [redacted] expressed her apology for the company not pointing out the the hidden details that a claim can and will be denied.  Yes they are sending a tech on Saturday to "touch up" the water mark but as for the one year warranty they are not abiding by their own policy as far as the peeling/chipped wood grains.  This is infact, a defect.  The finish of a table should not be coming off after a period of 7 months.  I wish I had done my homework because the list of complaints about bobs services and [redacted] gimmick is plastered all over the Internet and in consumer reports.  This is happening to many, many consumers and its a disgraceful business practice! 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the inconvenience our failures in scheduling have continued to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed something
additional...

after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
We currently have a delivery scheduled for this chaise on 3.06.2015 to resolve this
concern.
Once the delivery is completed
for all items on this sales order (including the special order sectional that
is pending arrival from its factory) and we are certain that our customer is
fully satisfied with their merchandise overall,  any additional accommodation we feel adequate
to offer to the customer is a form of our apology and at our internal
discretion.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. The customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
reporting these incidents to us.
At this time we are looking
forward to resolving this customer’s concern with the chaise on 3.06.2015 and
should the customer still be seeking a further apology amount from us they will
be able to speak with our Customer Care Office regarding this request after
their pending sectional has been delivered. We will review the account at that
time and determine what further apology offers we are able to make to our
customer directly as we agree that we have disappointed our customer.
We apologize again for the impact our failures have had on our
customer’s valuable time and seating needs and thank the customer for bringing
the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com, We apologize to our customer for any disappointment they are experiencing with their product and protection plan. We dispatched a service professional to this customer’s residence on 2.18.2015 (yesterday). The report provided to us by this professional indicated that there were...

no manufacturing defects present within the merchandise.
We stand behind the integrity of our technician’s report. Our Service technician’s are factory trained professionals who know and understand the inner workings of the merchandise we sell, they are fully qualified to determine if a defect in workmanship is present or if merchandise is showing signs of wear and tear from the amount of normal use it has been receiving in an environment.  Bobs Discount Furniture offers coverage against manufacturing defects and just as its name outlines, the ‘Goof Proof’ portion of this protection provides coverage against accidents. At this time the merchandise in the customer’s home is not experiencing concerns from either of those instances, therefore the coverage purchased does not apply at all.
The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in 11 different states and we are continually opening up new stores in new states nearly every month. The accidental coverage portion of the protection plan is honored by a third party company called ‘[redacted]’ and [redacted] provides services under their coverage details nationwide.
Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan.

Good Afternoon Revdex.com,
We apologize to our customer for any and all inconveniences
that this concern has caused them. We have reviewed the pictures/report logged
by our service technician at a secondary level and made an executive choice
that we can offer an even exchange of the foundation...

and a reassembly service
for the queen sized bed.
Please ask that the customer contact us in our Customer Care
Office (###-###-#### Mon-Sat 6:30a-8:00p) to schedule the exchange and the
assembly service for a date that is most convenient for their schedule. We
further apologize for the lack of empathy our customer states to have received from
our agents and we appreciate this feedback so that we may properly coach our
agents into always offering the best care possible.
Thank You,
[redacted]
Bobs Discount
Furniture
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.
Sincerely,
[redacted]

Thank you for approving the exchange of the 2 chairs, Please contact me [redacted] at anytime to schedule a time and date to exchange the damaged chairs. As for the table scratch please inform Guardian to also contact me to set up a date to come and fix the table.Thanks again.
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]

Good Afternoon Revdex.com,
Our records show no indication of service appointments or
resolution agreements with this customer since September of 2013.
Bobs Discount Furniture provides coverage for factory defects
under the protection plan this customer contracted at the time of sale....

The
Guardian company, who we believe the customer has been working with and is,
making the complaint regarding, provides coverage for various occurrences of
one time accidental damages.
Should the customer be experiencing a factory defect with their
chairs we are more than happy to research how we can help directly should we be
provided with information as to what the defect concerns are with this chairs.
Please ask the customer to provide a report of the concern along with photos of
the chair’s concern(s) and we will research how Bobs may be able to assist directly and respond thereafter.  
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning
Revdex.com,
Please thank
the customer for providing us with these photos.
As previously
indicated we understand that this consumer received the general sales flyer
that we provide at the time of purchase to all consumers alike. As a retailer
we are unable to force any customer to fully read through the guidelines that
they receive or educate themselves on the exclusions of this plan. The general
sales flyer fully directs that the plan is being offered by the [redacted]) company and that the full plan should be reviewed for a listing of
exclusions.
Regardless of our opinion on the
denial reason the fact remain that this protection plan is honored thru a third
party company and not Bobs Discount Furniture directly. We are willing to make
an offer to the customer as an extreme one time courtesy. We do stand behind
the reasoning [redacted] has selected to use in denying this claim as exclusions are
put in place by any business to keep resolutions fair for all customers alike.
 
The courtesy offer we are willing to
make should not be viewed as a dispute to the [redacted] claim and is our
effort to apply a caring offer outside of all guidelines that have been
correctly set forth. This offer will not to be negotiated further and should the
customer wish to accept this offer they may respond to this Revdex.com channel
directly as ‘satisfied’ and can expect their store credit to be active within
48 business (not to include Saturdays or Sundays) hours of their response and
valid for use within two full months of their response.
 
Resolution Offer:
 
We will provide a store credit (for
Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseat. This
60% will be based off the original cost of the sofa and loveseat as listed on
the original sales order. For the sofa the store credit = $253.83, the credit
for the loveseat = $225.57, making the total store credit = $479.40. In the
interest of fairness should the customer seek to have their new living room set
delivered to them they will be responsible to pay a delivery fee. Bobs Discount
Furniture has always maintained that a delivery service is a completely separate
service from the sale of the merchandise itself. Should the customer find these
terms acceptable we are willing to cover the cost of removing (and disposing)
the current sofa and loveseat that exists in the home on the same date the new living
room set is delivered to the customer.
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], Although I don't find the resolution completely satisfactory, I cannot choose a bed that would match with the remaining furniture, I appreciate Bob's willingness to work with us and readdress the design flaw in the dresser. My wife and I will accept option 1 as method of resolving this issue. Additionally I will contacting Bob's furniture to discuss the design flaw in the dresser that continues to create scratches on the drawers. A representative from Bob's may contact me to schedule delivery and installation.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We apologize that our customer is so disappointed with the normal wear
pattern of this mattress purchased from us. While we can relate to our customer’s
aggravation and personal preference concerns we do stand behind the quality of
the product we sell and the integrity...

of our factory trained technicians.
 
The service technician’s methods of reporting are trained directly
from the vendor who makes this mattress, as the retailer in this scenario we
are permitted to submit a warranty claim to the manufacturer only in the event
a defect is present. We are unable to offer any consumer the complete coverage
offered under a warranty should their concern not fall within the guidelines of
that warranty. This is a standard business practice industry wide and again we
are so sorry that this customer does not agree with the warranty report we have
acquired.  
 
For the sole fact that Bobs Discount Furniture outshines any other
retailer in the ability to care for our customers on such a direct basis we
have provided two options for resolution out of extreme courtesy  below. Should the customer wish to accept one
of these options for resolution they may respond in writing thru this Revdex.com
channel they opened for your mediation purposes.
 
Option one:
We will provide a store credit offer of 60% credit. This 60% will be
based on the original price paid to us for the mattress and foundation (set).
Included in this extreme courtesy offer we will provide the removal and
disposal of the current mattress and foundation the customer has a preference
concern with on the same date we deliver their newly selected sleep set.
 
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
 
-OR -
 
Option two:
We will provide a store credit offer of 80% credit. This 80% will be
based on the original price paid to us for the mattress and foundation (set). Should
this offer be accepted, we will not be responsible to remove the current
mattress and foundation set the customer has in the home and the customer would
be accepting this 80% credit with the agreement that they are keeping the
current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.
 
Any new bedding or furniture item
purchase will be subject to a new delivery fee should the consumer wish to have
a new set of bedding or furniture item delivered to their residence.
 
We apologize again that this customer’s concern does not fall within
the appropriate guidelines to qualify for warranty coverage. We look forward to
being able to help satisfy them with one of the courtesy options we have
provided in this response.
 
Kindest Regards,                                         ...
[redacted]
Bobs
Discount Furniture
[redacted]

Good Afternoon Revdex.com,
Please pass on my apologies to our
customer for the disappointment he is currently experiencing with his
product.
The customer’s recliner was
replaced utilizing the [redacted] Plan he purchased from us. The [redacted] Plan...

allows for five years of unlimited parts and service or a one
time replacement outside of owning the merchandise for a period of one year. The
customer no longer has [redacted] Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the
recliner.
Our records indicate that the
other living room items were delivered to the customer on 04/05/2013 and his
report of concern came to us on 11/04/2014. At this time the customer was past
one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrences. Should the
customer wish to use up his one time replacement option for an even exchange
(like he did on the recliner) on the sofa and the loveseat that is certainly
his right. We always recommended parts and service as the best route for
resolution since this avenue keeps the protection plan active on the
merchandise. We apologize that there is a delay in container shipment from the
overseas vendor and if we could get the parts any sooner we most certainly
would.
Should the customer be unable to
wait for the replacement parts to come in he may contact our Customer Care
Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time
replacement option under the [redacted] Plan that remains active on this
sofa and loveseat.
The five year protection plan is an option on all purchases and
not a requirement. The customer is not being forced into “re-purchasing” it on
his newly delivered items should he decide that a replacement of furniture
suits his needs more so than the option of replacement parts.
As the customer was charged $129.99 for a five year guarantee on
merchandise that retailed for $1,097.00 we do believe it is obvious as to why a
replacement of an item (including the cost of delivery) fulfills the contract
of the plan. We stand behind the value of our [redacted] Protection Plan
and its option for a one time replacement only.
Kind Regards,
[redacted]
Bobs Discount Furniture
[redacted]

Good Afternoon Revdex.com,
At this time we must dispute that
this is an account held with Bobs Discount Furniture and again advise that
should the consumer wish to continue mediation thru this Revdex.com channel they
provide evidence of a purchase and account held with Bobs Discount Furniture.
I have made it visibly clear that
we are looking to help this consumer move forward however the consumer
continues to contradict themselves within their own responses. If the information
is available to access the account please respond with that information.
Without account information we are unable to verify the complaint, research the
possibility of resolution, or (most importantly for the consumer and their
parents ) update the account with a different option should this be possible.
We remain very sad and just as
frustrated as this consumer is, that our attempts to progress are being
continually thwarted.

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]

Good Morning Revdex.com,
Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.
Table Credit Concern:
This credit and claim is entered into our system on behalf of a...

third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.
Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.
If we determine, in our sole discretion that your furniture item cannot be serviced
(cleaned) or repaired, we may replace the affected area. If the affected
area(s) cannot be replaced, you can select a new replacement piece equal
in value up to the original purchase price from the retailer from whom this
Plan was purchased.
Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).
Living room Credit Concern:
 This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.
In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.
The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.
If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.
At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon
Revdex.com,
Our
offices are in receipt of this message as of 3.20.2015 and are responding on
the same day (3.20.2015).
 
In
initiating this mediation channel it is my understanding that this customer is
seeking direct assistance from Bobs Discount Furniture and not the
Guardian company. Should the customer wish to work off of the information
provided to Guardian we suggest that she contact Guardian directly. In order
for Bobs Discount Furniture to assist our customer we do require more
information that would validate why this damage should be covered under the
plan she purchased. It cannot be verified at this time, by our company, that
the plan sold as failed this consumer.
 
As per our
original response, we do want to help our customer in any way we are able to.
At this time, we are still not being provided with any report of what occurred
to cause this damage and it looks like the customer may have tried to include a
link in their last response however when I access that link a picture of a
“crown” comes up and there is no photo of this customer’s furniture.
We are happy to research this concern further should we receive more,
appropriate information from this consumer via this Revdex.com mediation channel.
To move forward with disputing to Guardian please advise the
customer that we require an accidental damage report that reasonably
corresponds with the damage present and  a minimum of three (3) pictures
(in color) for each item that is listed in the report to Guardian. I have
listed the requirements below to ensure our request is specifically notated:
-Minimum 3 Photos of the loveseat:
              
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the loveseat
- 1 Picture that clearly shows the damage mark(s) at close range
              
 -1 Picture that clearly shows the damage mark(s) at a distance
We will review these photos and respond with what, if any, options
for resolution we may have to offer this customer.
 
Kindest
Regards,
[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of a monetary refund is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I just personally listened to the call I provided
transcripts from in my last response and at the start of that call our agent
clearly asks if the person she is speaking with if she is [redacted] and the caller
confirms that they are [redacted].  Again this call took place on 11.26.2014 at
1:32pm and it was confirmed (as depicted previously) there would be a new
delivery fee charged on the [redacted] set. Also stated by “[redacted]” within this
call is an admission that we gave her the choice to refuse the original set or
accept it and she indicates that she made the choice to accept the original set
into her possession.  
The act of providing
our internal records at the request of a customer utilizing a mediator service is
completed at our discretion and as I have personally listened to this recording
I do not find a full transcript to be of necessary need.  
 
Based on a
full review of facts within this case and the multiple reasons I have clearly
outlined in my initial response we feel it is fair and adequate that the
customer be charged a second delivery fee for a second delivery attempt. We
have accommodated this customer with a full store credit on her merchandise to
the best our ability and we apologize again if the customer remains
unsatisfied.
 
Sincerely,
[redacted]
Bobs
Discount Furniture
[redacted]

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