Blue Ridge Travel

Good Morning Revdex.com,
I have attached for your  and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these...

coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands.  We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
                Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o  
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o  
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o  
At that point they will take the credit card information from you
and complete the processing.
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Waited for hours for delivery, walked to store across the street to pick up pain medicine. I rec call from Customer Service stating the truck was there, I told them I will be there in fine mi utes and I thought that they normally call ahead to make sure I was home because that is what they did prior. I have two bad knees and have been sleeping on the couch for almost a month. I walked out the store and the truck pulled off!!i couldn't run due to the pain, I called the store and was transferred to Customer Service, explained what happened, the rep told me she was going to see if they can come back for a redelivery and someone would call me back. After 2 hrs I called again and the rep checked and said that they was in [redacted] and would come back to my house and I repeated what she said that they would come back to my house because [redacted] wasn't far. I received a call and was told that I have to reschedule because the truck has left to go back I spoke with the supervisor and told her what the rep said. This is the 2nd time and I waited just waked across the street and as soon as I walked out the truck pulled off. If they was in [redacted] that is 15 min from my house. I am a good customer of Bobs and don't believe the treatment I am getting. I am in so much pain and why didn't they call like before? My payment is due 10/1 and still no furniture. This is tERRIBLE CUSTOMER SERVICE I WAS TOLD THAT THEY WOULD BE BACK QND THEY DID.    Delivery of Order       I WANT MY BEDROOM SET I HAVE NEVER OWNED ONE AND TIRES OF SLEEPING ON MY COUCH IN PAIN EVERY NIGHT. I guess they don't care if u are a returning customer. I bought my sister and two daughters to get items

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.
It is my understanding that the business will, at their sole expense, remove the merchandise from my home and within 24-48 hours I can contact the store to have a refund made to me for the cost of the item, plus delivery, plus ** sales tax with is refundable under ** law.  I will contact the customer service center immediately and initiate the product removal.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this customer continues to be dissatisfied.  We did not place blame anywhere.  We did acknowledge that we delivered damaged
merchandise.  We set up the exchange to
try to rectify the issue.  We mentioned
[redacted] only due to the contract the customer has with them binds us as
far as compensation.  The only
compensation that we can offer on an [redacted] order is a Gift Card.  The customer can call in for an account
review for compensation once the delivery has been completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
 
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague Elizabeth and has already received his exchange.
We ask that...

the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning [redacted] and
Revdex.com-
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new...

product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business [redacted]
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our [redacted] handout the customer was given at the time of purchase.  This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims.  [redacted] is a third party insurance
company.  Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer called
[redacted] on 8.15.16 and reported that the damage occurred on 6.15.18.  This is far outside of the policy
guidelines.  Unfortunately this is an
issue that is within the guidelines of the plan, the customer waited far too
long for it to be reported.
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. It is a non-repairable issue.  I apologize again that we have no options to
offer this concern directly at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from Bob’s. I believe that this has not been properly
communicated to this customer.
I see that there are the purchases made in November
2010 and March...

2013.  At the time the
sale was created the customer purchased [redacted].  Please see attached a copy of the [redacted]
flyer that would have been given to the customer at the time of purchase.
[redacted] gave the customer a five year
protection plan against any damages resulting from a single accident.  This is through a company named
[redacted].  When these purchases were made
Bob’s offered a one year warranty against manufacturing defects.  That manufacturing warranty has expired on
both of these purchases.  The customer is
still covered under the [redacted] accidental plan for the Montibello Bar set.
Under [redacted] all claims must to reported to [redacted] within thirty days of
the damage occurring and must contain within the report how it occurred, when
it occurred, who caused the damage.  This
enables [redacted] to verify that it was the result of a single accident or
incident.  If this customer has this kind
of damage they certainly should reach out to [redacted] and file a claim.  I do not see that any claim has been reported
to [redacted] for this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
The customer reported a different issue to us, one that is
not the responsibility of Bob’s.  We
refused to assist on an issue that was not related to Bob’s.  The piece being damage is a completely
different concern.  We are now unable to
assist on that issue, as the customer disposed of the piece. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture