Bernie & Phyl's Furniture

Under a 5 year warranty they would not repair leather couch seams, only offering to refund the extended warranty fee. Bait and switch, I spent $4k on the set and never bothered them once, now, they want to limit their liability and walk away...bad company, I will never buy from them again.Beware!q

The refund has been processed back to the [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted] Again in response to you, this has nothing to do with being outside the return windowWhen I finally talked with an [redacted] and tried to work with her ,we would have both been happy if they sent their techs to come and try to eliminate the bleedover the years we have owned other chairs and suchthat were leather and NEVER had any issues with these products no matter what pillows and such were used.it is a defect with the material PERIOD [redacted] ***

The system that was installed for the builder was sized properly using [redacted] *The issue was the breaker that was installed by an electrical contractor hired by the Building contractor was undersized and caused the compressor to routinely trip breaker and thus shorten the life of said compressorSystem ran well after this was replacedA year an a half later it was then determined a refrigerant leak was detected at the indoor coil and was a manufacturer defectThis coil was replaced on under manufacturer warranty and which we did receive compensation for labor to replace coil from manufacturer or customerWe look forward to resolving this issue to the customers satisfaction

Certainly the furniture is covered by the warrantyWe do have a technician scheduled to go out to the home to assess the issuesWe do need to make an assessment before making any determination on how to proceedOnce the technician has been out to the home we will follow up with the customerI do see the report from the independent mattress inspectors who stated the foundation was defective and so that was replacedThe impression in the mattress is 3/4" which is a body impression Mattresses are designed to conform to the body/bodies using the mattress and will form body impressionsImpressions up to 1/2" are and to be expectedThis is not a defect

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [The complaint with the Revdex.com will remain open until we receive the letter, the living-room set is picked up and the refund is received in full.Still no explanation to why the manager refuses to contact us It goes to show much Bernie & Phyl's management actually care about their customers [redacted] ***] Regards, [redacted] & [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [Regarding the comment that all promotions have been sent to me -- Once again, they were not sent in the timeframe advertised The advertisements given to me by Bernie & Phyl's on the date of purchase (August 20) is what I relied on for my purchasing decisionIt's not okay for businesses to promise something (in writing) and to not deliver on that promise The store manager left one message for me I returned his call the same day (left a message) and left another message for him the next day It was only after I continued to reach out to Bernie & Phyl's that the Manager of Customer Relations contacted me I have still not received the promotions as promised and advertised on August Bernie & Phyl's still has the opportunity to make this right with their customer by providing fair compensation for the products not received in the timeframe advertised and for all of the time and effort their customer has had to expend to try to resolve this I remain hopeful that Bernie & Phyl's will make this right for their customer and not further damage their reputation Thank you Regards, [redacted]

I apologize you are having trouble with your sectionalAs a one time courtesy we will allow a reselection on the sectionalPlease understand going forward the fabric protection warranty is a service warranty, not a replacement warrantyThe warranty also states that it does not cover multiple accumulation of stainsWhile there were multiple accumulations of stains on the set we did order new replacement covers for the seat cushionsWe will call to go over the details of the reselection

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted] It is not normalFabric stretching and pilling is not for new furnitureNew covers will look ok for several months then back to same problemWe have and still have many other pieces of furniture in this home with same people and same petsNone of the other pieces show issues we are complaining aboutI spent over half an hour on Saturday trying to "fluff cushions" back into shapeno way..I asked your tech when he was at house to try to fluff back into shape, he did not even attemptCushions and fabric is poor qualityI have an independent upholster looking at furniture for input

The Furniture Protection Plan is a great plan that covers accident stains and damagesThe protection plan, however, does not cover everyday soilingFor that we do recommend professional cleaningFor more specific information about what is or is not covered by the Furniture Protection Plan: [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [I have taken all of the necessary steps I provided the corporate office with a quote as requested I have called numerous times spoken with a few employees whom were mentioned in my complaint I have spoken already with the drivers of the "fleet" and they have taken pictures which I have had Bernie n Phyl's employees confirm I don't need to speak to another driver that is unnecessary this situation has gotten more and more unprofessional on every level by the day As a company you should repair and resolve issues rather than creating more issues and unhappy clients you have in now way shape or form contacted me to try to resolve this matter on hand not once not ever I have made the only contact since the beginning of December .] Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [I am rejecting this because if you look at the warranty on there website I should be able to get a new couchNo where in the warranty says that we will order parts and the customer has the put them onThe only reason they made a date for a tech to come out is because I told them I was going to take legal actions and they said "go ahead"Yes on the there was a call made to my husband phoneHe rescheduled it because we work during the weekThis has been the worst service I have ever hadIf you need pictures of the couches I am willing to provide themI feel like I paid for something and it is being advertised] Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We did have a technician out to the home who did note wear in the cushionsIf only one seat of the sofa is used that seat will break in while the other unused seats will not break inThe technician also noted claw marks on one arm and a strong cat urine odor in the sofaThe sofa is not elegible for return For some reason I cannot respond to the complaint I pointed out the slight scratch marks to the tech and the odor was my year old son who had an accident on the sofa Which by the way was covered by the extended warranty I paid for It had nothing to do with the sagging cushions or all the bubble marks on the arms of the sofaThank you [redacted] *** PS the sofa has no legs so my cats certainly could not get under the sofa! Regards, ***/ [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This action was previously deniedIt was by accident that no comment was left, however this was not requested by me as it does in NO way satisfy the issues your company has createdIt does not satisfy us in any wayThere is no excuse whatsoever for the lack of communication, nor responsibility on your part for selling a sectional under pretenses and then choosing to ignore a customer in multiple instances at this pointIt is not just the sectional itself at this point but the utter disrespect and disgusting service we have received up to this pointWe DO NOT want the cores and WILL NOT accept themWe have asked for one thing and one thing only so that we can take our service elsewhere Regards, [redacted]

The customer leased their mattress and adjustable base through [redacted] The payment agreement is with [redacted] The customer has been making payments to [redacted] and any payments still due are due to [redacted] All inquiries regarding that account can be directed to [redacted] ***, Senior Legal Counsel, [redacted] or [redacted] [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Their response is an OUTRIGHT LIE!!! The couch was obviously worn somewhat after years When I spoke with the woman who scheduled the repair person to come out to do the repair I told her that I had gotten a new dog that week and he got onto the couch and his claws from jumping up and down cause, some tears in the top layer of leather! They said it was covered and THEY made the appointment for the repair man to come When the repairman came he did not want to hear what had happened! He immediately said that it wasn't covered under the warranty because it was old damage IT WAS NOT OLD DAMAGE! It was from my new dog and I reported it immediately when it happened, to Bernie and Phyls Warranty Dept! Also to be noted was the fact that I specifically asked the salesman when I purchased this set, whether the warranty covered pet damage HE STATED THAT IT DID as long as it wasn't purposely damaged It wasn't The dog got into the living room and jumped up onto the furniture The fact that the furniture was years old may have caused the claws to rip it easier than when I purchased it years earlier, but that is why I purchased the warranty; BECAUSE OF THE GUARANTEES MADE TO ME BY THEIR SALESMAN! The repairman is a liar! It was NEW damage, not wear and tear! As I will state again, and there is no doubt in my mind, Bernie and Phyls sold me this bogus warranty knowing they had no intention of honoring it! I'm sure they hope that people will forget about the warranty and not pursue it once they are declinedThat way they can pocket the money for the useless Warranties they sell to peopleThank you for your understanding and help in this matter Regards, [redacted]

All promotions have been sent out to the cusotmerThe store manager reached out mulitple times to ***Once I had spoken with [redacted] it was no longer necessary for ***, the store manager to reach outThere is no need for multiple people to be handling the same issue

The customer signed for RAC Acceptance financingThere is a contract signed with RAC AcceptanceAny concerns with the payments need to be addressed with RAC AcceptanceThey can be reached at [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I appreciate the reply, this the most response I have received in weekshowever the folder in question is OBVIOUSLY illegible under the naked eye One cannot read it without the use of a magnifying glass (and one was not provided)The folder was also handed to me after my money was taken and the sale was closed It should have been provided and discussed before or during the sale by the associate who helped me There is no question that the folder is impossible to read in it's existing form, there fore as far as I'm concerned it is useless as a disclosure of terms to the consumerI'm confident that any authority would agree that this method of disclosure is poor business practice, perhaps even a form of entrapment clearly we have different opinions on the folder, but I have clearly stated my positionIf we cannot come to a settlement, I am prepared to escalate this matter to Small Claims Court There we can see what the presiding judge or Magistrate will ruleI have obtained a Statement of small claims and notice of trial and will file it this Monday Regards, [redacted]