Barna Log Homes, Inc.

This is regarding case #***Mr*** had inquire about a similar dryer on 9/20/He then came in to our shop the same day a few hours later to purchase the dryer he originally called about but, the dryer had sold within the hour We had the almost exact same dryer and offered it to him
he has asked the owner if it had the same exact parts in it The owner said not much of a difference Mr*** said he would take it and loaded it up and took it home On 9/21/I arrived at the shop at a.mto open the store and checked the phone and Mr*** had texted the shop cellphone Mr*** had asked for a refund because the dryer was was squiring I replied to Mr***'s and told him that is not the way the warranty works and he was more than welcome to come in to the shop and discusss his options she said he would be here to discuss it with me at 10:after he dropped his kids off at school Mr*** arrived at the shop around 10:a.m., immediately slammed the door as he entered and slammed his warranty down and demanded a refund I calmly explained to Mr*** that again that is not how our warranty works At that point Mr*** became very vulgar with me cussing at me calling me names and I asked him to please stop and he did not Mr *** then began walking closer to the desk I was standing at in the back of shop still yelling and name callingAt that point I was scared he then went on to tell me th issue still yelling at and stated HE HAD OPENED THE DRYER UP TO TAKE A LOOK AND TO SEE IF HE COULD FIX IT (which voids our warranty) Mr*** then state the dryer was packed full of lent and was making a loud squeaking sound I then stopped Mr*** by interrupting him while he accused the shop a bad businessAt that time I then state I was not present the day of sale as it was my day off an I offered numerous times to repair the dryer he would not accept my offer and then I offered to give him the most expensive dryer we had and told him that I would plug it in to show him that it worked with no problem he declined again At this point Mr*** became extremely irate and unable to hold a conversation Mr*** then started yelling about how he wasted a lot of gas and lost 1/day of work to handle this issue I informed him that had he called and said he needed repair work done and did not want to drive I would have then scheduled him for a pick up Mr*** yelled a me and said I wouldn't want you is at my house I asked if he didn't want to waste the gas then he should have called and if he wanted it fixed then why would we not be aloud to pick up the dryerhe said he was a very private person Mr*** still continued to yell and cuss at me and made me very uncomfortable being alone with him I asked Mr*** for the last time to leave he then yelled and said he was calling a sheriff out to fix this and slammed the door I quickly ran to the door and locked it and called across the street to the Clayton Cafe to have someone come wait with me because Mr*** made me fear for my life the way he was acting The sheriff did not arrive for to minutes When he arrived he spoke with Mr*** outside the shop then I unlocked the door for him to come in the shop the sheriff asked what the warranty was I explained to the gentleman how it workd and gave him a copy while still offering to repair or replace after he admitted to that he opened the dryer up to try and fix it which VOIDED THE WARRANTY The officer and Mr*** left, issue still unresolved.Avon Appliance of Clayton still 100$ stands by our decision even after the client openly admitted to trying to fix the dryer himself and voided the warranty we will still offer to repair or replace the dryer with a dryer of equal value be we will no issue a refund.Copy of wrranty is attachedSincerelyAvon Appliance of Clayton

Initial Business Response /* (1000, 5, 2015/07/10) */
I do apologize for the confusion. Let me try to explain.
Your liner does not have a seam separation. Therefore it does not qualify for a pro rated warranty or any warranty.
John was put in charge of your case. Chris is an installer that John...

had look at the liner to verify John's findings. John has talked to you numerous times and has told you it is not a seam separation and is not covered under warranty. He offered you a very good price on a new liner. He has also asked you only talk to him concerning this case. This helps avoid confusion.
The reason the other people you mentioned are involved is you keep calling and talking to people and asking questions about your liner when they're not familiar with your case so they refer you back to John. You know I would not hesitate to warranty the liner if it were covered.
I would suggest you call a different pool company and get there opinion. It shouldn't cost you anything. If it differs with our findings have the other pool company call John. We can then follow up. We're not perfect maybe we missed something, but I did have two very experienced people look at the liner and come to the same conclusion. Again I'm sorry for your trouble.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Larry, you and John keep referring to each other when I have a question. [redacted]-call, John. [redacted], call Larry over and over each time I call. [redacted], call Chris at GHS-his company would do the work instead of Valley.
Let me try to explain again: John missed the seam separation as he didn't check the entire liner. Period. It is what it is-a seam separation by the Birch Tree side of the pool and where the water emptied out-lawn was all saturated and muddy..
I expected honesty from Valley Pools.
GHS Recreation for Valley sent Jeremy out and he saw the seam separation.
The only price was from your parts department for a new liner, since I couldn't get an answer from John. Jackie used to be my sales person for my pools, so I logically thought she might be the contact person for buying a new pool-she deferred to John and Larry. I knew parts would know the price for a new liner, so at least I would know that.
I still have no idea what a pro-rated liner would be.
John did not quote a new liner or a new pool price. John referred to GHS Recreation and said Valley wouldn't do the work. John said Chris would call and he did finally and he sent out Jeremy, who, as aforementioned, actually looked at the entire liner and saw the seam separation.
This isn't that hard.
I can show John what he missed. Or, Larry, you can talk with Jeremy at GHS. It is what it is.
Final Consumer Response /* (3000, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fully capable of taking a picture of it again, as Jeremy already did. Why isn't Valley coming over and cutting out the seam separation? I bought it from Valley Pool-why are you passing the buck to another company?
Ask Jeremy where his photo of the seam separation is? I am disappointed that Valley won't honor Jeremy's photo and wants to pass the buck. This is the second seam separation-2012 and now,2014,obviously a liner manufacturer that doesn't have quality liners.
Why isn't Valley coming over to cut it out? Your responsibility, your liner, your pool.
John and Jeremy-Jeremy takes a photo of it-interesting.
Please advise when Valley is coming to cut it out when I am home-call first and set up a time. Be honest and let's hold the manufacturer to making liners that don't separate at the seams in the future.
Final Business Response /* (4000, 13, 2015/07/27) */
I can have John and Jeremy contact you and set an appointment. I will have them both there with you. We can re inspect the liner and have you show them where you think the seam separation is. We will than cut that portion of the liner out and send it in to the factory to get the final determination from the factory. Does that sound acceptable?

In response to your complaint filed 7/23/2017   The pool cleaner you brought in and the cleaner you picked up is the same pool cleaner. We do not sell “used” parts for repairs. The cleaner you brought in was in black garbage bags and disassembled. The cleaner is the same cleaner the original...

owners of the house purchased in 2013. The cleaner is 4 years old and shows some wear but is in good working order.     If the cleaner was not yours why would you pick it up, pay for it and take it home? Also your accusations that we did not respond to your calls are wrong. Your husband was in here talking to our weekend manager about your complaint.  The manager contacted me about the conversation with your husband and she instructed him to get a hold of me on Monday. He left me a phone message and I returned his call that same day. I left him a message and I never heard back. There was never 4 messages or emails. I take pride in returning calls and messages in a timely fashion and never received any call or email from you. Just the one from your husband. Per your request in your complaint I would be willing to refund the money for the repairs to your cleaner as long as you promise to take your business elsewhere.     Larry [redacted] Valley Pools & Spas

This is regarding case #[redacted]Mr. [redacted] purchase a dryer from us at Avon Appliance of Clayton on 8/15/16.  We delivered it late night on 8/20/16.  On that night the delivery guy plugged it in and a part had came loose.  Our delivery guy then brought it back to the shop to be repairs...

and tightened we then took it back out to Mr. [redacted] the night of 8/20/16.  Before the delivery Mr. [redacted] had called the shop a few times being vulgar, cussing me and calling me names.  He then asked to speak to the owner 3 time I then informed him the business owner does not take calls that is what I was here for and I would be happy to help as long as he would calmly speak to me.  He continued to call me names and yell then hung up.  I contacted the delivery guy to give him a call and let him know his route plan as our delivery guy makes his own route.  It was about a week later around 8/28/16 I received another call Mr. [redacted] demanding a refund which he would know by doing business with us for 3 years we do not give refunds.  I explained to him we don't do refunds. He then again started to call me names and cuss at me and would not calmly speak like an adult with me I then hung up on Mr. [redacted].  He then called band an continued yelling and name calling. I asked him to call back after he had calmed down.  It was later that night Mrs. [redacted] call and apologized for her husbands behavior.  She advised me that she was divorcing him due to his anger issues and she did not want him contacting us about her dryer.  We discussed repair and replacement. I set her up for the following Saturday on 9/3/16 as we only have a delivery guy on weekends for an exchange of the dryer that needed repair for a new one that worked right.  Mrs. [redacted] called back a few days later and asked if she could bring it in dryer that needed repair could someone please load a new one for her.  We told her yes that we would she said she would come up that day and we never herd from her again.Avon Appliance of Clayton still stands by our deal that if Mr. and Mrs. [redacted] would like their dryer repared we would schedule the first available pick up date and get it repaired for them.Included in this is a copy of our 90 day warrantySincerelyAvon Appliance of Clayton

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am floored by the amount of details that have been screwed by the business in their response. I did text the business the evening before, and did show up the next morning to speak with them regarding my options. I did not enter the business in a loud or unruly fashion, but did quickly explain that I was disappointed in the quality of the product I was given. After several minutes of discussing the warranty I explained I wanted option 3, a cash refund. The business did explain the other two options, and offered to repair/replace the product. But again I was very uncomfortable with the quality of their previous work and preferred to take business elsewhere. The warranty states 3 options BUT DOES NOT SPECIFY THAT THEY BE MET IN ANY PARTICULAR ORDER. After several times of the business refusing my refund I did in fact raise my voice out of frustration because of how the warranty clearly states a refund as an option. At all times I remained in the same general area, never walking towards the employee and certainly never in a way that would suggest I was a threat to her. I then informed the employee that I would call a sheriff to address the situation. She smartly told me it is a civil matter and I would have to take her to court. I exited the business and stood by my truck as I dialed the sheriff. Shortly after the employee walked onto the front steps of the business and proceeded to smoke a cigarette, so I sat inside my truck to make the call. For someone fearing their life this seems a strange choice of actions. When the sheriff arrived he spoke with me briefly and said all he could do was give her one last chance to give me my refund, after that it would be a court matter. He walked directly into the business, and did not appear to wait for a door to be unlocked. He then came back out and told me how to next handle the issue. I was unable to view the copy of the warranty the business attached but am happy to provide my own copy to clarify what my options were. I truly believe I was not being unreasonable in asking for a refund, and would have been in and out with very little fuss had this even been addressed as a possibility, rather than strictly pushing the other options. Also included are photos of the blackened dryer sheet that was run by itself in the dryer for 5 minutes as I waited to see if the noise would correct itself. Again, for an appliance that was newly refurbished this was an unacceptable amount of filth to see. Yet another reason I was uncomfortable doing any further business with them.
Regards,
Andrew [redacted]