Bernie & Phyl's Furniture

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

The set has heavy soiling and that is not covered under the warranty, the warranty specially states that accumulation of stains are not coveredFurthermore, the front leg was shattered and both connector brackets where bent by the customer and as a courtesy and no charge to the customer we ordered the leg and the brackets and they where ***'d to the customer and we have a tech scheduled to go out to install these parts on Sat 8/5/

The leather protection warranty covers accidental rip, tears or burns as well as stains from food or beverage and pet or human bodily fluidsAll claims must be reported within days of occurrenceThe warranty does not cover accumulation of damage or a build up of damage from everyday useI do
apologize for any misunderstandingWe would like to schedule a technician out to assess the issue for the customerSomeone from our customer care team will reach out to the customer to schedule a day for a technician to go out to the customer's home

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 # ***
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,
*** ***

We do need to assess any warranty claim before making any determination how to proceedWe do have an appointment set up to have a technician out to assess the issueWe will follow up with the customer once the technician has been out to the home

The amount of the reselection is $This is the cost of the pieces of the sectional ($for the *** Corner sofa and $for the *** Sofa) and $for the fabric protection warranty on each pieceFinancing fees are not refunded, that is money paid to RAC Acceptance for borrowing the moneyRAC Acceptance is not hired by Bernie & Phyl's FurnitureThey are a third party financing companyYour contract for paying back that money is an agreement between the customer and RAC AcceptanceIt is RAC Acceptance that prepares that contract and goes over it with the customer

We can certainly order the cushion cores for replacement under warrantyHowever returning the sectional is not an option at this point

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

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

I apologize for any confusionThe manufacturers warranty is a year warrantyYou did purchase a year warranty for stains on the fabricWe will have the defective cores ordered for you as a time courtesyWe will call to schedule for a technician to go out to your home to install those cores
when they come in

This financing account is with *** *** All terms and agreements are set forth by *** *** Any questions or concerns would need to be directed to them

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 # ***
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

The set is over years old and is covered by the manufacturer's warranty, which is a service warranty, not a replacement warrantyThe technicians that have been out to assess the set have found no frame defectsThey have stated to replace the coresWe can order the new cores

As previously stated there is no defectPilling is wear and tear

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

I do apologize for any troubleEvery situation is different from the next, whether it be the product, or the particular concernThe leather protection covers specific instances of rips/tears, burns and stains, however does not cover wear over time, or accumulation of damageAll damages do need to
be reported within days of a covered incidentWe will allow a time courtesy reselection for the piece sectional, store credit onlyReplacement fulfills the warrantyWhen you take possession of your new merchandise, whether you chose delivery or pick up at the store, you will need to return the piece sectionalThe reselection option will be open for days, void after 10/14/You may visit any of the store locations to further discuss the reselection

We apologize there was damage caused on the delivery on 1/13/18, by our 3rd party contractorsWe will certainly have a check mailed out to the customer for the repair fo the damage in the amount of $

We do apologize for the delayThe chair is on order from the manufacturer, and as soon as that becomes available from the manufacturer we will deliver that out and remove the damaged chair

A reselection has been keyed for the customerThe customer can go into any of our store locations to make a new selection and go over the terms of the reselection