Bernie & Phyl's Furniture

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 4 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 4 years old may have caused the claws to rip it easier than when I purchased it 4 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 declined. That way they can pocket the money for the useless Warranties they sell to people. Thank you for your understanding and help in this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved if Berbie and Phyls honor the conditions mentioned, such as 50% store credit of the amount disputed for reselection.
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]. Please add your rejection comments below. 
 I do not want the cushions that are offered, I would like to return this set for a refund. Thank you.
Regards,
[redacted]

The monies were paid to ANOW and therefore that is where the refund will come from. Bernie and Phyl's cannot issue a refund for ANOW. You can reach ANOW at [redacted].

I apologize for the trouble. This is a [redacted] set. The benefit to [redacted] is it's resistance to staining and it's cleanability. I apologize that our technician was unable to remove the stain. However I have contacted [redacted] directly to have a representative from the manufacturer remove the...

stain for us. You will hear from someone shortly to set that up with you.Thank you very much.

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 normal wear in the...

cushions. If only one seat of the sofa is used that seat will break in while the other unused seats will not break in. The technician also noted claw marks on one arm and a strong cat urine odor in the sofa. The 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 5 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 sofa. Thank you. [redacted]
[redacted]  [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]. Please add your rejection comments below. 
 
I DO NOT accept their response!  Again, I reiterate, THEY ARE LYING!!! I will also be reporting this to the Attorney General's Office. Their deceptive/dishonest business practice and their misrepresentation of their "bogus" Warranty need to be addressed!!! Thank you Revdex.com. It is apparent that Bernie and Phyl's are dishonest thieves that enjoy taking advantage of their customers! They have no intention of honoring their word! 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].  
[In the beginning of December I spoke with him I have also since then called the office multiple times and submitted a quote for the work from a contractor I have done everything I was asked to do there is no reason he would be reaching out again there is nothing left to talk about I was told we were bypassing the insurance since it was such a small amount and then 3 weeks ago I was told we were still waiting on the insurance process the story is never the same with you people [redacted] has not reached out since the beginning of December it seems to me your company has no intentions of resolving this issue which will leave me no choice but to take the legal route to be refunded for you ruining my home .]
Regards,
[redacted]

The technician was out to the home and found accumulation of damage. The warranty was refunded back in May.

We did send a technician out to the home who found significant frame damage, tears and heavy soiling on the pieces. Accumulation of damages is not covered by the warranty.

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 4 weeks... however 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 consumer. I'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 position. If 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 rule. I have obtained a Statement of small claims and notice of trial and will file it this Monday.
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].  
 Sorry not to reply earlier. I’ve had a hectic work schedule the last month.This problem has not been resolved. I’ve not heard from Bernie and Phyl’s.Please let me know what to do next.This is the worst merchant I’ve ever done business with.Thank you,
Regards,
[redacted]

The amount of the reselection is $1449.97. This is the cost of the 2 pieces of the sectional ($679.00 for the [redacted] Corner sofa and $620.99 for the [redacted] Sofa) and $74.99 for the fabric protection warranty on each piece. Financing fees are not refunded, that is money paid to RAC Acceptance for borrowing the money. RAC Acceptance is not hired by Bernie & Phyl's Furniture. They are a third party financing company. Your contract for paying back that money is an agreement between the customer and RAC Acceptance. It is RAC Acceptance that prepares that contract and goes over it with the customer.

We continue to try to reach out to the customer. I have just left a message, with my direct extension and my schedule. Neither [redacted] or I have the estimate the customer states they have. And have tried to reach out to get this information.

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. 
[First, I would like to note that several times I have requested for the customer service manager (Sonia) if I'm not mistaken to contact me. All of my requests were ignored. I never heard from the customer service manager or any manager at Bernie & Phyl's to that matter. We agreed to have the living-room set picked up.  However, I am still waiting for the written confirmation from Customer service stating that they will indeed refund me the full amount minus the Tax and how long will it take Bernie & Phyl's to process the refund after the pickup is complete.  Again, I need them to provide me in writing that they will refund me the amount and how long will it take to process the refund without delays.  Should I continue to reach out to them for the written confirmation and they don't respond, then I will seek legal actions. If I seek legal actions, then I will add the legal fees and time missing from work to to the balance. I pray that it doesn't get to that point.]
Regards,
[redacted]

A technician went out to the home and found an accumulation of damages/stains on the set. While accumulation of damages is not covered by the warranty, we have offered a reselection as a 1 time courtesy.

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 decision. It'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 20. 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]

Our fleet manager has left a few messages for the customer to address the issues, however has not heard back from the customer.

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] Again in response to you, this has nothing to do with being outside the return window. When 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 bleed. over 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]