Autumnwood Homes

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 backI 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 needWe 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

Complaint: [redacted] I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within days of occurrence which I didThe goof proof representative says this is not an accident and damages are to be handled by Bob's Discount The customer care representatives at Bob Discount were very professional and helpful When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician I am sending proof of phone calls and emails since you state you have no record of me doing any such actionI am very organized person who asks for names when I speak with people as I listed the names in my previous emailIf you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that Sincerely, [redacted]

Good Afternoon BBB, I can certainly understand *** 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 *** 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 *** 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 Option # Sincerely, *** [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this "Best Effort Service" is my best option I should not have had to go through the Revdex.com to feel my needs matter I'm a customer who paid for my merchandise and a warranty.Sincerely, [redacted] ***

I have accepted a settlement from Bob's Discount Furniture They said they are sending me a refund of $ The check should arrive in to days....I will let you know when the check arrives They are picking up the mattress on Wednesday, March Thank you for your prompt handling of this matter Sincerely, [redacted] ***

Good Afternoon BBB, We sincerely apologize for the frustration and aggravation our customer had to endure during this purchase with us. We assure our customer that it was never our intention to make our customer wait so long for this merchandise and we absolutely agree that we failed our... customer on several occasions with our inability to effectively communicate and stand up to our promises. Our records indicate that we did approve a delivery to the customer at no charge to make our failures right and as of 12.01.2014 our Customer Care Team sent a refund of $50.00 back to our customer’s financing account as a further form of apology. While it is not normal procedure to process any type of monetary compensation on a sales order we do recognize the level of failures we have caused and have processed one monetary refund off of this sales order already. As an additional courtesy and further form of apology we will process another $50.00 refund back to this customer’s financing account. This additional refund credit is reflected under order number: [redacted] within our system and should be present on the customer’s next financing statement as it may take a full billing cycle for this to appear. We apologize again to our customer for the time it has taken us to get their merchandise to them and thank our customer for their extreme patience with us. Kind Regards, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because:I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to itBut the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pitAnd if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughlyAnd if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $lower the original price which doesn’t make sense where the other items were marked as less than half of its valuePlease ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it cameSincerely, [redacted] ***

Good Afternoon Revdex.com, In our previous communications we have made a valid effort to apologize to this customer and we continue to apologize for this customer’s overall disappointment and level of frustration Our records indicate that the merchandise in question originally was successfully delivered to this customer on We have tried to explain our position to this customer from several different levels of our organization and we have made a strong and clear effort to make this customer’s original concern and follow up concern rightIt is our responsibility as a business to provide this customer with the merchandise they purchased; we have completed this responsibility as of nowExceptions were made with loaner furniture and the cost of delivering and removing that loaner furniture from our shelves of new merchandise for sale (I assure you this is not within our procedures to offer) and we are most certainly not seeking to be viewed as a “victim’ in any case of a customer concernThe original delivery fee charged is a separate charge from that of the merchandise itself and the service we were contracted to do was fulfilled fully I do feel that Bobs Discount Furniture has made any failure this customer feels was/is present right at this timeAs an extreme courtesy I will agree to process a refund of $to this customer as a further form of apologyShould the customer seek to accept this offer please instruct them to contact our retail location at their earliest convenienceThe store’s lines are secure and as this customer originally paid with a credit card we would need to be provided the credit card number again to complete the processing of the refund Sincerely, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: I have attached the pictures that I have already sent to Bob's Furniture upon their request when I first contacted them concerning the defective furniture I sent them the pictures because they said they would stand behind their furnitureI did give them the purchase date when I spoke to them I did not receive the information that they said I received when I purchased my furniture I have all of my original receipts and paperwork and that is not among them If I would have been told this information I would not have purchased the added insurance Sincerely, [redacted]

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 Morning Revdex.com, We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘ [redacted] ’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyWe do provide a sales flyer at the time of sale indicating this information and the sales invoice denotes the fact that Bobs Discount Furniture only directly offers a one year guarantee against factory defects There are many facts to be considered from a business standpoint within this customer’s scenario: -The warranty through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture and we have already made an effort to assist by covering the cost of sending a technician to this customer’s home as a courtesyThis attempted repair service was a courtesy from Bobs and not associated with the ‘ [redacted] ’ protection plan he purchased -The merchandise has been in the home for nearly years and we did not receive any report of factory defect concern from the customer within the warranty period (or at all until now) -Our technician did not report the concerns of mechanism issues to be the result of a defect in the product’s workmanshipThe technician’s report indicates no defect present in workmanship and the concerns present being caused by the amount of use the item has sustained in its environment over the course of nearly four yearsThe technician’s report also indicates more damage to be present on the arms of the item; these are also not being determined defects in workmanship Bobs Discount Furniture truly wishes that we could resolve every customers concern and we apologize that regretfully we have no further recourse to offer relating to this customer’s concernShould the customer wish to initiate a claim under the protection plan they paid $for during their sale they should get in touch with the [redacted] company directly at ###-###-#### (press #and wait to file a new claim)As with any protection plan sold on automobiles, electronics, and home appliances there are certain exclusions put in place to keep the plan fair for all customers so we are unable to guarantee the outcome of a claim made thru the [redacted] company Kindest Regards, [redacted] [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 of a monetary refund is satisfactory to me Sincerely, [redacted]

Good Morning Revdex.com, Please pass on my sincerest apologies for the overall poor experience our customer has endured while seeking to get only what was guaranteed at the time of saleWe certainly do not intend to cause our customers more grief while rectifying failures we have initially caused and we are truly sorry for the aggravation we have caused Donna and her family to experience because of our failures Should a professional repair not suit the needs of our customer we are more than willing to replace the affected merchandise with a factory fresh version or offer a 20% discount in the form of a refund on the affected piece (the customer would be agreeing to keep this item as is with no repair on the damage reported should the discount be accepted) I have noted our customer’s account with these two available options for resolution and we ask that [redacted] contact us at Customer Care (###-###-####) to make us aware of which option she may prefer While a monetary refund is not a possibility we do wish to make this failure right by our customer and we look forward to hearing from *** again so that we can resolve her concern in a fair and adequate manner

Good Afternoon Revdex.com, I called and spoke with [redacted] today (1.20.2015) and apologized to her for all the concerns she has been experiencing with her product from us [redacted] has agreed to give us another chance to fully satisfy her by returning to our showroom and selecting new merchandise [redacted] has been provided with my direct phone number should she need any further assistance with her merchandise Thank you, [redacted] Bobs Discount Furniture [redacted]

Good Morning BBB, This particular claimant has used your channel before via claim # [redacted] (DEC of 2013) and received direct recourse and assistance from us as a business. I personally worked with this customer at that time and I am certain that I fully informed the customer at that time... what the parameters of the Guardian Plan are for coverage. We also worked above and beyond for the customer as a refund on the plan was received from the Guardian company on that particular sales order and set the precedence of taking more than appropriate care of our customer by additionally paying for a new dining room set to be delivered at no charge to this customer. Our past extreme efforts will be considered in the event we may be able to offer any type of additional courtesy to this individual after this new claim is fully reviewed. I am not certain why and frankly it causes me great sorrow that, this consumer felt the need to escalate again to the BBB against Bobs Discount Furniture as we made and followed thru on every effort to satisfy his needs previously. I genuinely would have hoped he would have been left with a better impression of our organization after his interactions with me directly and via the BBB. Should the claimant wish to again demand possible recourse assistance directly from Bobs on a plan that is managed thru a third party we require the same information as we did before. The customer can respond to us thru this BBB channel with: What one time accident occurred to what item? Photographic evidence to support this accidental occurrence report After reviewing this information we will respond again thru BBB with what, if any, options for recourse we have to provide. Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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 companyOur 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 exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould 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 reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs 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 approvedIn this consumer’s specific case I have attached the terms and conditions ( [redacted] provides) for your reviewPlease see the below section as it is indicated that accumulation of damages will be considered an exclusionThis 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 fadingwear 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 occurredWe 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 Incdirectly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result%

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 Day Revdex.com, Our offices are in receipt of this response on and we are responding communicating back on Once again we (Bobs Discount Furniture) are scheduled to service this merchandise under the coverage of the protection plan purchased on We most certainly did not create that service order and select that service date on our ownAs a business we are clearly honoring the purchased warranty and aiding the customer with their concern We certainly apologize that this consumer seems so upset however I am unable to determine how our business or the protection plan purchased has failed this customer at this time Once again - We look forward to servicing this customer’s merchandise under the factory defect coverage guidelines on Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

I am aware it is a one time repair warranty that I purchasedI have never had anything I purchased there repairedThe way I described the incident in damages to Revdex.com is the same exact way I described it when I put in my claimAlso I never received anything on what the warranty covers or doesn't cover when I purchased the furniture I purchased a warranty and deserve to be able to use itIt's one little section of the cussionComplaint: [redacted] I am rejecting this response because:Sincerely, [redacted]