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Autumnwood Homes, Inc.

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Reviews Autumnwood Homes, Inc.

Autumnwood Homes, Inc. Reviews (453)

Good Morning Revdex.com,
We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] ([redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of...

approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.
In this consumer’s specific case I have attached the terms and conditions ([redacted] provides) for your review. Please see the below section as it is indicated that accumulation of damages will be considered an exclusion. This is clearly listed under the exclusions of coverage section within the protection plan documents:
EXCLUSIONS TO COVERAGE:
-General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence.
 
-Odors; accumulated or long term multiple stains and unknown stains, color loss and fading. Normal wear and tear, including damage of this type cannot be attributed to a relatable accident.
 
Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurred. We do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Inc. directly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result. %

I have I have email them more pictures like they requested and its a back and forth thing and nothing gets done why don't I get call me [redacted]. 
Complaint: [redacted]
I am rejecting this response because:
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.  
I will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.
Sincerely,
[redacted]

Good Afternoon [redacted],
I am very sorry to learn of your disappointment with the product you received from us. New wood furniture does bring a “new wood smell” with it. Many consumers find this smell to be appealing and gage it as a sign that the wood has been properly treated during...

production. I am again very sorry that the off gassing process is causing you so much inconvenience and I assure you that we have already made an extreme effort to work out of our expressed policies to assist you as an individual.
Please see the below verbiage of our ‘Refunds and Cancellations Policy’ as listed below and indicated on your original invoice (this is commonly signed as agreed to by all customers prior to leaving our store on date of purchase):
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.
I am perplexed as to where you are locating any information about a ‘3 day’ or ’16 day’ policy, if you can provide me with specific details about where this information has been presented to you I’d be happy to look into clarifying any confusion that may be present.
 
As the policy listed above indicates we normally make no offers for return at any time (especially for a preference concern) and as of 2.03.2015 your account indicates that we created a ‘reselection credit’ for you.
 
At this time your concern is being addressed above and beyond our expressed policies. We stand behind the already offered resolution as the most fair and adequate offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison <!--[if !supportLineBreakNewLine]-->

Good Afternoon Revdex.com,
I can
certainly understand [redacted] frustration and her reasoning for believing she is
due monetary compensation as an apology from Bobs Discount Furniture. While we
acknowledge that the inconvenience we have caused [redacted] is our fault the fact
remains that [redacted] never paid a direct monetary sum to Bobs Discount Furniture as
she entered into a rent to own contract with the ‘[redacted]’ company.
We have
tried to offer a further form of apology and we apologize that we are unable to
provide [redacted] with monetary compensation. Our records reflect that the
merchandise concern has been addressed as this sectional was removed from [redacted] residence on 10.31.2014.
Thank You,
[redacted]
Bobs
Discount Furniture
[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]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues 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 the [redacted] on 2.07.2015 to resolve this concern.
While it is not normal procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified.
We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
At this time we are looking forward to completely resolving this customer’s concern on 2.07.2015 and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence 2.07.2015. We will review the account and our failures at that time and determine what we are able to offer. [redacted]
We apologize again for the impact our failures have had on our customers  valuable time and thank the customer for bringing the coaching concerns we have to our direct attention.
Kindest Regards,
[redacted] 
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon [redacted],
I apologize for the frustration you have experienced while
seeking to resolve your furniture concerns. I believe that there is confusion
present in between the [redacted] (managed by a company called [redacted]) and Bobs Discount Furniture...

directly. I do hope to clear
up that confusion for you and the Revdex.com.
Our records reflect that your merchandise was serviced by
Bobs Discount Furniture on 7.31.2012. Our technician touched up scratch marks from
a perfume spill on your dresser and mirror. This service was done as a courtesy
to you as Bobs Discount Furniture does not normally cover customer caused
damages to the merchandise.
On 7.25.2014 you called [redacted] (a company separate from
Bobs) and reported that toy cars caused damage to your dresser. [redacted] denied
this claim under their own determinations that the explanation provided did not
line up with the damage present on the merchandise. The protection plan does
offer a replacement if merchandise cannot be serviced however these are options
offered when/if [redacted] chooses to take your claim on. In this case [redacted] has denied you claim and Bobs Discount Furniture does not have the authority to
overturn denial results from a third party company.
In regards to the service Bobs provided you over two years
ago, you have not made us aware of any disappointment with this service until
now. The technician’s workmanship was never reported as unsatisfactory to us
and there has been an excessive amount of time that has passed from then until
now. If your merchandise has been moved to a different address, it is also
reasonable to assume that scuffs, scratches, and scrapes could have occurred
during the process of this furniture being moved from residence to residence.
Bobs Discount Furniture is prepared to offer you a courtesy
service for repair or touch up on the dresser and tv chest. In accepting this
service please know that this service will be provided on a best effort
basis only. This means we will do our absolute best to touch up the damages
present and cannot/ will not be held liable for future occurrences of damages
or workmanship deterioration on this merchandise. We take great pride in our
technician’s quality workmanship and are happy to provide this service even if
our customer has moved to a different address. Providing all facts within this
scenario this is the best offer Bobs Discount Furniture has to make at this
time.
Should you wish to accept our offer for resolution, please
reach out to us through this Revdex.com channel or via our Customer Care Offices at
###-###-#### (Mon- Sat/6:30a – 8:00p).
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]

Good Morning Revdex.com,
We apologize to this customer for any inconvenience they
have experienced while working directly with the [redacted] company for their
accidental damage claim.
Our records reflect that as of 10.28.2014 we scheduled one
of our service technicians to this...

customer’s residence to perform a repair to
the best of his abilities on the damaged table. This is normally not something
we would offer to directly service as these damages are not the result of a
factory defect and we stand behind this option as the best recourse we have to
offer our customer for this concern.

Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the disappointment our customer is experiencing with their
merchandise and the protection plan they purchased at the time of sale.  
Our records indicate that this
merchandise was purchased on 01/16/2013, our company...

did not offer the ‘Goof
Proof Plus’ plan (as indicated on our website) until 4/01/2013. This
customer purchased ‘Goof Proof’ on their sale which is coverage provided thru
the Guardian company only for a variety of in home accidental damages.
The merchandise was delivered on 01/23/2013 and guaranteed against factory
defects thru Bobs for a period of one year. That year guarantee expired on
1/23/2014 (over a year ago-leaving the customer with active protection thru
Guardian only) and we received no reports of concern from this consumer within
our direct guarantee period.
We are very sorry if the customer
found our technician process to be unsatisfactory and also for the report of
rudeness from our Customer Care Agent; our technician was sent out to the home at
no charge as a courtesy to aide our customer to the best of our ability. We
find it unnecessary for any technician to remain in a home when we can
communicate more thoroughly with our customers one on one and the technician
has other services to get to. I have included photos of the damages present
(provided by our technician) and it is clear as to why these damages cannot be
repaired. There are multiple damages that have occurred off of the seams
themselves over a period of time within the customer’s possession.
In regards to the ottoman, it is
not common that a 100% POLYESTER material make up just begins to discolor on
its own. Yes, this could be the result of normal wear and tear combined with
environment however not commonly the result of factory defects. Our technician
did not deem this to be a defect in the factory’s workmanship nor does the
customer maintain the “Goof Proof Plus” plan that they are referring to
seeing on our website. Unless they have an accidental occurrence to report that
coincides with this discoloration (to Guardian) there are no active resources
available for full coverage on this ottoman.   
As a one time extreme courtesy and because Bobs Discount
Furniture truly does care about our customers we can make a one time courtesy
offer for resolution. Should the customer wish to accept this courtesy offer
they can contact our Customer Care Offices ([redacted]-6:30a-8:00p (Mon –
Fri) & 10:30a -7:00p (Sun)) and we will complete the remaining processing
needed:
Courtesy Offer for Resolution:
If the customer would like to reselect to a different set we will
provide a credit (store credit) of 70%. This 70% will be based off of the
original cost paid for both the Sofa and the Ottoman from the ‘Noah’ set. In
the interest of fairness we would ask that if the customer wants the new
furniture they select to be delivered they cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We will expect to remove the current Sofa and
Ottoman the customer has in the home before or on the same day the newly
selected items are delivered. We can cover the cost of removing and disposing
of these items as an additional courtesy as we continue to stand behind the
integrity of our technician’s report.

Good Morning Revdex.com,
Please pass
on our sincerest apologies for any inconvenience our inability to take old
furniture has caused our customer. We can certainly understand our customer’s
frustrations and assure our customer that we will look further into the alleged
coaching concerns she has...

presented in this complaint.
 
As a
business we do indicate in our informational trifold (this would have been
provided with our customer’s sales invoice at the time of sale) the following:
 
                You
must ensure that the area where you want the furniture placed is clear, for
liability reasons, our delivery team cannot move or remove your own furniture.
                                        ... &
                We
will remove your old mattress and foundation when we deliver any new mattress
if you want us to do so.
 
I have
attached a copy of this trifold for your review – this information is located
under the ‘Delivery and Setup’ listings.
 
On this same
information pamphlet we also indicate by pictorial that if you have bough
bedding from us we will haul away your old mattress set.
 
This
information is also available via our website:
[redacted]
                Q: Do your delivery
teams disassemble and remove old furniture?
A:
Unfortunately, we are only able to remove old bedding (mattress and foundation)
if you purchased new bedding from Bob's and have it shipped via Bob's Delivery
Service and it is safe and sanitary to do so. We cannot remove old bedding for
mattresses shipped via [redacted] under the Bob's Value Express program. We do not
remove old furniture. We suggest you call your city or town to determine the
best method of disposal, or search out a local charity that may be able to pick
up your furniture and benefit from its reuse.
We try
extremely hard to remain as transparent as possible with each and every
customer we are lucky enough to service and would never intentionally mislead a
consumer in any manner.
 
As the
customer has alleged that the original delivery team removed more than just ‘bedding’
this is a very serious allegation as it displays a direct neglect for the
policies and procedures we have been very successful maintaining with over
twenty years in business. We will most certainly address this original delivery
team accordingly on this failure and we apologize again that this customer was
left with any impression that removing furniture was an appropriate expectation
of our business.
 
  
Kindest
Regards,
[redacted] Bobs Discount Furniture
Corporate
Customer Care Liaison

Good Day Revdex.com,
Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused 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 have resolved the original concern and delivered the customer the merchandise originally expected in good condition. At this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion.
Normally we offer any type of additional apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the normal daily operations that have helped us grow to be the 15th largest furniture retailer in the U.S. We also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amount. Should the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology with use of a gift card.
While it is not normal procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our normal compensation guidelines and policies. We do not offer apology monetary amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.
We can offer to provide the customer with a monetary refund based on the amount paid to us for a delivery fee on this sales order ($229.99) and we will also provide a $200.00 Bobs Discount Furniture Gift Card as our further form of apology.
Should the customer wish to accept this offer, please advise that they can respond to this communication via the Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the delivery fee charge to the financing account used to make this purchase (it may take one full billing cycle for the customer to see this on their [redacted] statement). The Bobs Discount Furniture Gift Card will be mailed to the below names/address within 7-10 business days of their response being received.
We are genuinely very sorry again for the inconveniences we caused and thank our customer for bringing the obvious coaching concerns we have to our direct attention.
Gift Card will be mailed to:
[redacted]
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
In order for the Guardian company to even consider this a valid claim the customer would first need to clarify how all of this accumulated damage occurred from a one time in home accident. The nature and position of these damages does not reasonably align with any of the general information the customer has selected to convey thru this channel thus far and this type of damage is not the result of a factory defect.
The Protection Plan does cover an extensive amount of accidental damages, including someone accidentally poking the merchandise with something sharp in their pocket while sitting down (even this scenario does not transfer to the pictures provided and where this damage is located). Accidental damages are covered thru Guardian and not Bobs Discount Furniture, the sales invoice provided to this customer clearly verifies that Bobs handles manufacturing defects and the Guardian company handles accidental reports of damage.
As stated previously, should the customer wish to file a claim with Guardian it is certainly an avenue they can take however accumulation of damage is not covered, the expressed documents provided at the time of sale do depict that coverage is offered from a one time accidental incident and based on a complete review of all facts within this case I am not confident a claim of this nature can be covered under the protection plan for accidents. If the customer can clarify, within the guidelines of their accidental protection plan, how all this damage occurred from a one time occurrence Guardian would be happy to take that report from the customer directly.
Guardian can be reached at[redacted] (Mon – Fri 8:00a – 5:30p), press number (2) on your telephone’s keypad to file a new claim.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison%3

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.  However the Gc isn't necessary I will still not utilize services from this establishment ever again. But thank them for making an extra effort for apology. 
Sincerely,
[redacted]

Good Morning Revdex.com,
I don't
blame our customer 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 our
customer and while I know this is [redacted] Bobs experience...

I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase.
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 most certainly take full responsibility for the damaged
product that has caused our customer so much frustration as well as our
inability to properly schedule out a new delivery and service technician.
Again our first priority is to make the concerns we have caused
right so if the customer would like we can move forward with offering a
delivery of the dresser and the service appointment for this coming Saturday
3.14.2015. Due to time restrictions we would not be able to honor a special
inspection on the dresser because the merchandise will be added on to this
already full date in whatever time slot we can make available. If the customer
would prefer a special inspection be completed prior to the dresser leaving our
distribution center we can make arrangements to request that he be added onto
the following Saturday (3.21.2015) instead.
Regretfully we are unable to offer a refund on already delivered
or picked up merchandise (this is clearly stated on the second page of our
receipt that is commonly signed by each customer prior to leaving the store at
time of purchase). We would be willing to offer  a refund percentage on the minor cosmetic
damage the chest has (our records indicate 1 inch to an inch and ½ of finish
concern) at a value of 15% based on the price originally paid for the chest.
If the customer doesn’t have the dresser in their possession then
that one item would be eligible for a refund under the terms of our expressed
policies.
At this time we remain very sorry for the failures and
inconvenience our customer has experienced and wish to help our customer move
forward. As of today (3.09.2015) we are able to offer the reschedule of the
dresser delivery and chest service for a Saturday that works best for our
customer or provide a 15% percentage refund on the chest in home and a
full refund on the dresser that our records indicate is not in the home.

Good Afternoon Revdex.com,
In addition to this complain, this consumer posted a review via Revdex.com and this concern was answered via that channel and we also sent an email directly to this consumer as of Friday 3.06.2015 to follow thru on this concern.
Please see the below copy of the email...

communication sent on 3.06.2015 and log as our response to this complaint (please note that per the original tracking number the first check was delivered by [redacted] as of Sat 3/07/2015 11:05 am.
[redacted]
From: _Customer Care Ask Bob Sent: Friday, March 06, 2015 4:36 PMTo: [redacted]Subject: In response to the Revdex.com review posting: Bobs Discount Furniture
 
Good Day [redacted], This communication is intended to provide you with a [redacted] tracking number for one of your refund checks as we indicated in our response to your Revdex.com review posting. We have also included a copy of the information we posted to the public Revdex.com channel to ensure you receive these updates.
 
COPY OF COMMUNICATION INITIALLY SENT TO YOU THRU THE Revdex.com REVIEW BOARD YOUR POST WAS GENERATED FROM INCLUDED:
 
[redacted] TRACKING NUMBER FOR CHECK SENT TODAY – 3.06.2015 = [redacted]
 
[redacted]
Good Afternoon Joe,
I'm so sorry about the errors that we made while processing your returns and refunds via the multiple methods of payment you used. I further apologize for the rude behavior you cite to have endured from our delivery personnel and I assure you that we will be following up directly with our staff regarding the coaching concerns you have brought to our direct attention.
In regards to your refunds, I have personally reviewed your account today (3.06.2015) and verified what changes needed to be made to process your refunds back to you as soon as physically/electronically possible.
 
 
I was able to get the $ $328.34 released back to your credit card as of today (3.06.2015) and expect that you will see this refund back to your credit card within the next 2-5 business days. I give this timeline only because we are releasing the funds over the weekend and you will still want to allow some additional processing time for your bank to receive it and allocate it to your credit card.
You will also receive two checks from our corporate offices. One of the checks was sent out via [redacted] for you today and per the [redacted] tracking number the expected arrival of this check is tomorrow (3.07.2015). This first check is in the amount of $479.34. The tracking number associated with this check is active and will be sent to you in an email (along with a copy of this message) so your privacy isn’t affected by this post in a public forum.
Normally any Corporate Check takes anywhere from 7-14 days to process and receive however we do understand that we have failed you and want to put forth every effort we can to make these failures right by you.
The second check will be cut and sent by [redacted] on Monday 3.09.2015 in the same priority manner we have shipped the first one. The amount of the second check will be $420.65.
We again are very sorry for the lack of care and attention your concern had received initially through our offices. We value your feedback and appreciate the time you have taken to escalate your concern so that we can make it right for you and grow as an organization overall.
[redacted]As per above information, the second check is showing as being processed from our systems today (3.09.2015) to be shipped to the customer.
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com,
At this time I would consider this claim
closed as our customer and I were able to reach an agreeable resolution via
telephone.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Day [redacted],
I apologize that you remain so dissatisfied with the outcome of the original delivery attempt. As indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stop. Of course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residence. Had you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home.
Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that day. We advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occur. We never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring them. We most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected.
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. Like any other business, there is no denying that we regretfully make mistakes. We take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overall. Our customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S. 
If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison%3

[redacted],
I apologize again that you are so
frustrated with the level of Customer Care we are providing you with. I have
ensured that this account has been thoroughly reviewed by multiple members of
our corporate department. As a business we are applying the most amount of empathy
possible by providing you with any
option for resolution. Whether you feel that this offer meets your expectations
or not, a retailer owes their consumer coverage under the expressed warranty
set forth during the time of sale. Your warranty period through Bobs is void,
your merchandise is past its expected product lifetime, and most importantly is
not experiencing a defect.
We are all on board with the
option for resolution we have provided you and I apologize that you continue to
find this unacceptable. Bobs Discount Furniture is unable to take
responsibility for a concern that is beyond our control. In all reality our
very reasonable offer for resolution is providing you with 50% credit on a set that
has been used in the home for several years. As a business we are already
taking a massive loss in an effort to satisfy your demands.
In another extreme effort to
provide you with some satisfaction and prove that we do care we will offer to
cover the cost of delivering the newly selected product.
This is our final offer and should
you choose not to select this path for resolution we will be unable to offer
you alternate recourse for this concern as this is already a courtesy offer on
our part.
I apologize that you remain so
dissatisfied to date and hope that you can understand our position as a
business while we work to the best of our abilities to meet your demands.
 
Regards,  
[redacted]
Bobs Discount Furniture
[redacted]

You need to stop having your employees telling customers that they are correct and don't worry and when they leave or get off the phone deny coverage. Both a technician who came to my home and the rep who  set up the appointment told me this was an issue that is covered under the warranty and needs to be replaced. Bobs furniture does not have a very good reputation of honoring warranties. I purchased a lot of furniture from [redacted] and [redacted] and every time they would come with an issue it would be taken care of the same day. Why is so difficult with Bobs? Is it because everything that is sold is of sub par quality and you can care less about repeat business. I bet every customer that has ever had an issue has never come back to purchase anything else from you again. I sincerely hope you do the right think and replace a product that you should stand by.
Complaint:[redacted]
I am rejecting this response because:
Sincerely,
[redacted] [redacted]

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