Bob Mills Furniture Company

Initial Business Response /* (1000, 5, 2015/07/08) */
The chair was purchased in Janof and carries a one year warranty on the part mentionedThe consumer also purchased a product protection plan through a third partyThe consumer contacted Bob Mills Furniture in May and we referred him to
the protection plan companyService was set up through them and his claim needs to be handled through themThe customer called us and was upset stating he would contact the Revdex.com and hung up the phone on usWe regret the issue the consumer is having, but need them to go through the protection plan company to get their service resolved through them

Initial Business Response /* (1000, 5, 2015/05/15) */
Customer was delivered on XX-and notes are clearly in our delivery notes that the large cushion was "too fluffy on one end and not on the other"This is a feather cushion and will need weekly care by "fluffing" the cushion per the
manufactureThese cushions will take shape and flatten slightly as a usageThis is NOT a manufacture defectThe service person requested photos, as we do on all reported concerns, to send to the manufacture for reviewWe provide warranty for the manufacture, according to their policies and guidelinesWe do not have record of the consumer sending in photos and did not hear back from the consumer for almost monthsHe stated he was busy on tripsWe have no secrets, lies or tactics in dealing with the manufacture defectsWe handle issues every day, so long as they are true manufacture defectsThe consumer perceptions is sometimes that an issue is a defect when it is not according to the manufacture, who produces the productThe third party repair company can recommend a resolution, but the technician still reported that the cushions were up to manufacture standardsWhen the consumer contacted us almost months later, they still refused to send in pictures and hung up on usminutes later a supervisor contacted the consumer apologizing and the consumer continued to cuss and become angryWe explained we would end the call if he did not stop cussing and he said that was fine and he would return his living room setHe hung up the phone again on us stating he would be in the storeThis was almost two months agoThe feather cushions flattening over time and needing to be "fluffed" is characteristic of feather productsWe regret the consumer anger and frustration over this issue, but do not see any issues that are manufacture warranty issues
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all yes I did frsutrated on the phone but never cursed ""cussed" as they stateduring that call my frustration was their insistance that I send in additional pictures and I was requesting they send somebody out and they refusedI came into the store and talked to a manager which was able to get someone out to see the cushions so hence the horrible customer service over the phoneAgain when I called again ask for a manager they kept sending to the customer service areaAnyway, I understand ovetime use this would happen but this was documented on delivery a year ago which you say you don't have notes on, when I spoke to a manager she stated that the delivery company have their own pictures and notes and she will get those from them since they don't thave them here (at the store)So I thought that would resolve the issue but when the tech comes out and tells me and my wife that he will reccommend replacing the cushions and the store tells me no there is something wrong hereI hope this goes up the chain and get replied to by customer service people againI will be sending letters directly to corporate to reach someone in corporate managment if I do not get a proper response instead of accusations to the customer reach solutions pleaseThank you
Final Business Response /* (4000, 9, 2015/05/29) */
The delivery takes pictures and they are posted where I can view themWe show three pictures of the furniture with no issuesThe repair company is a third party company and can suggest any option they want or that a consumer wants, but it is not up to them to make that decision., The manufacture makes decisions based on pictures we send them of the consumers product, which is why we require pictures to send on to the manufacture for their recommendationWe stand behind our original position of the product not having a manufacture defect based on our review and the manufactures review of the product

Complaint: ***
I am rejecting this response because: How easy for Bob Mills to write off ANY responsibility!! And I did buy the protection plan from Bob Mills!! They boasted about how it was now processed by them and not an outsider!! All lies!! I will never do business with them again and I will sing their praises to everyone I can!! I really regret my most recent purchase from them Rest assured Mr *** *** I will Never step foot in a Bob Mills store again!!
Sincerely,
*** ***

We stand behind our previous statements that we did in fact reach out to the customer, however, we called the phone number again and were able to be referred to the wifeWe have contacted the finance company and are waiting on their responseIn reference to the furniture, we are exchanging the furniture for new furniture for this customerWe believe this will satisfy the customerWe regret any frustration this customer felt over the issues they have encountered

***Ilaint am rejecting this response because:chairs have been unusable for months while waiting for partsso finally have parts schedule service for about 10-days later because I needed a SaturdayA couple of days before receive call that service has to be rescheduled for the next SaturdayGuess what???y husband spoke to store, arranged for the next Saturday to be at home, he was supposed to receive a call on Friday to confirm time. No phone call to confirm time and no show for serviceMy husband works and I am out of town caring for my Mother on hospice care so we have very few free days and wasted one today waiting for service callSo I guess we shall see what happens next , but we can't make plans to be home and then change at last minute or now show
Sincerely,
*** ***

While we regret the situation the consumer is experiencing, our mattress manufactures treat all mattresses chemically at the factory to ensure there is no possibility of any bug problems, including bed bugs from the point of manufacture to the consumerThis consumer has had multiple people call
multiple times using foul language, hanging up on us and refusing to accept our answer to the issueThe nights program is designed to ensure comfort of a mattress, such as being too soft or too hard of a sleeping surfaceIt does not provide for any refund however, it allows a reselection with 90% credit to a mattress of equal or greater value, with the consumer paying a new delivery feeMattresses must be free of any rips, stains, tears, burn and/or infestation to be eligible for this programAny rips, stains, tears, burns or infestation void the manufacture warrantyWe did provide the consumer with the manufactures phone number, as they stated they would be calling themWe are unable to refund any mattress/bedding purchases, which is stated on the consumers receiptBob Mills Furniture is a reputable business in the communities we serve and takes great offense to the fact the consumer is suggesting we take advantage of anyone or that we are in business simply to get richEach consumer is responsible for their spending habits and purchases solelyWe regret we are unable to provide a refund or exchange in this situation

Initial Business Response /* (1000, 5, 2015/09/11) */
The consumer purchased this mattress at a greatly reduced price from our End Zone, which has damaged, returned, items that are sold AS-ISThe original price on this mattress is and it was sold for We regret that the consumer
feels this mattress should be exchanged, but feel the consumer knew or should have known these items were and had the opportunity to review the item before making their purchaseThe item was clearly tagged and we are unable to exchange this mattressNo mattress is returnable at Bob Mills Furniture, nor are items
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Mattress may have been marked as is, but the tag that had this reference is very small and was covered with plastic, also the salesman did not say it was damaged he said the people that returned it was not satisfied it was to firm.In your previous response you stat that "no mattress is returnable at Bob Mills Furniture" But I was sold a returned mattress according to the salesmanThe salesman also stated that there was absolutely nothing wrong with the mattressI feel that the condition of the mattress was misrepresented and even though it was sold at great discount it still doesn't make it right that I should have to replace this mattress at a total loss as it is not comfortable at all on one sideIt is worse than the the mattress that we replaced.I am very unhappy with the situation at this point and hope that something can be done to rectify the situation
Final Business Response /* (4000, 9, 2015/09/15) */
Bob Mills Furniture regrets that the consumer is unhappy with this purchase, but maintains our position that this mattress is and the consumer knew it had been returned to the store and therefore should have known it would be an item that is not returnableTo clarify, we do not refund mattresses, but mattresses can be exchanged based on various programs we have with qualifying purchasesComfort is an individual preference and therefore is not a manufactured defectWe maintain that the consumer received the mattress at a substantial discounted rate and knew it was a returned mattress and we are therefore unable to allow any exchange or refund of the mattress

We delivered the customers goods 01-26-We are not always to give an answer on how quickly we can have goods repairedIn looking at the photos the consumer purchased a leather set that has a relaxed cushion with the actual cushion below a top comfort layerThe cushion did not
collapse, but we wanted to take care of the perception by ordering a new core for this consumerIn that the item was a special order, there are no cancellations or returns on themThe consumer signed this agreement at the time of purchaseThe consumer has the furniture and it is in great shape and up to the manufacture's standardsWe are unable to refund the money and return the special order sofa

Furniture was exchanged to satisfy the issue with the merchandiseWe believe this is a satisfactory resolution for the consumer

Date Sent: 12/1/2:55:PMComplaint: ***I am rejecting this response because: Clearly this business is giving the run aroundThey have NOT called me *** *** *** who is the person who submitted this Revdex.com complaintThey have not attempted to reach me at the number I provided at the time of purchase, which is the same number given to finance, to the manager, to Wells Fargo, to Revdex.com, to the store who has yet to return my callMy wife has tried calling on my behalf and has been turned away because she is not me and no one will speak to herTherefore if no one is willing to speak to my wife and no one is returning my calls or fixing the issues charges on my bill Refusing to accept the dispute with Wells Fargo because clearly the finance department submitted wrong information and submitting charges before I even purchased items The furniture which has yet to arrive in brand new condition without issues and still being told I have a warranty on my furniture that I can use, when I bought brand new furniture which should not require the immediate use of a warranty but apparently does with the storePlease stop giving me the run around saying you've tried to reach me when clearly you haven't. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/21) */
The consumer purchased and had delivered on 09-25-This product is covered by the manufacture for one year and provides for repair to the piece if there is a manufacture defectBob Mills Furniture provides warranty work for the manufacture
according to the manufacture processOur refund period is days and therefore a refund is not available to the consumerRepair service is available to the consumer to remedy the situationWe regret the issue the consumer is having and will provide warranty work for the manufacture if the consumer desires

The consumer information is correctThe consumers belief is the re is not enough stuffing in the furnitureComfort, being a very personal view, cannot be warrantedThe technician took an ample supply of loose fill to take care of the issueThe product is up to manufacture standards, even though
the consumer may feel it is notWe have partnered with this vendor and the comments we responded with are correct and accurateWe regret the consumer feels this way, but we stand behind the fact that this product is up to manufacture standards and therefore are unable to allow an exchange on this productThe manufacture provides a warranty to take care of any issues that may occur, that are covered by their warrantyThese issues would not warrant the consumer getting a refund or exchange, they simply provide for service to be done to correct the issue

Aztec Landscaping, Inc has taken very seriously the complaint of Ms*** *** as we do any complaints against our company or services that we have provided for over yearsUnfortunately, Aztec Landscaping, Inc is unable to make a decision or take responsibility to the requests that Ms***
is demandingAs we have expressed to her on many occasions, she needs to reach out to Greenwood Cemetery to resolve her claimWe will cooperate with the decision that is taken by Greenwood Cemetery in regards to any change in the scope of work that they would like to amend to the contract.Below you will find an account of all communication in regards to this matter.7/14/- Our Account Manager Arynne Mehl and Ms*** *** had a conversation about a minuscule chip on a headstone belonging to Ms*** father where Ms*** asked Aztec to put in writing that we will not use our mowing equipment around the headstone but only use a weed whacker in that area(see attached email)7/19/- Our Account Manager, Arynne Mehl, informed me via email about the conversation that she had with Ms*** about the miniscule chip on her father's headstone and that she had told the claimant, Ms*** that someone would contact her that Week(See attached email)7/19/- I emailed Mr*** ***, the superintendent at Greenwood Cemetery to inform him of the Complaint made my Ms*** about damage to her father's headstone and her request for us to not use mow equipmentIn the email informed Mr*** that our existing contract with Greenwood Cemetery did not include individual manual maintenance of tombstonesIn order for us to do the manual maintenance the existing contract would need to be modified and cost would be associated with the changeI also mentioned in the email that our contract is with Greenwood Cemetery and the response to her claim should be from the cemetery not the contractorI expressed my cooperation in the matter(see attached email)8/21/- I again emailed Mr*** from Greenwood Cemetery to remind him of our conversation the month prior about the claim made by Ms***I informed him That Ms*** had made a formal"We Strive Towards Excellence, One Step At A Time"EQUAL OPPORTUNITY EMPLOYER complaint to the Revdex.com and needed in writing from him the conversation that we had via phone in regards to the claim so we can forward to the Revdex.com as they were requesting a response from us on the matter(see attached email)8/23/17-received a written response via email from Mr*** regarding Ms***'s complaint where he mentions our existing contract with Greenwood Cemetery and our contractual obligation to mow all developed areas with a mulching type mowerHe also mentions the warranty of tombstones from outside vendorsMr*** has also instructed us that if any patrons of Greenwood Cemetery request anything from our staff that is performance based out of our scope of work to refer them to their office for assistance(see attached email)We believe the dates and emails that were sent regarding the matter speak to the actions that Aztec Landscaping, Inc took to best resolve and direct Ms*** to the proper contactAs we explained in the beginning we are not authorized by Greenwood Cemetery to make any arrangements with any of their patrons.Ms*** also alluded to the fact that we were discriminating against that particular area in the cemetery because it was the Islamic burial site of Greenwood, which is not the case at all.In addition, we know that Greenwood Cemetery has had communication with Ms*** in explaining to her their position on the matter.We respectfully ask the Revdex.com based on the information provided to be removed from the published list of companies who do not respond to complaints in your Accredited Business newsletter as well asremoving the low Company rating that is associated with us.If you should have any further questions, please contact me directly at (619) 572-or by email at *** Gazteclandscaping.com

We stand behind our original position that the manufacture provides the warranty to repair furniture within the warranty time frameWe will be more than happy to continue with repairs under the warrantyWe are unable to exchange or replace the furniture

Complaint: ***
I am rejecting this response because: The sales people say that damage from stains, pets, tears is covered. My address is *** ** *** ***. Please send a copy of the contract that you say that I signed that sets out exactly what is and what isn't covered. I will plan to use the coverage for what the contract does cover as soon as I have the exact wording as to what I must say in order to use the coverage in the way the contract sets out.
Sincerely,
*** ***

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
Sincerely,
*** ***

I am confused by the statement made, as it is not correct or accurateI spoke with Ms*** directly, and promised a call by myself OR the Specialist handling her issue the next dayNo time frame was ever mentioned, implied or promised, but the call did take place the next day, as promised,
stating we were delivering the furniture that was repaired back out and would pick up the piece she was not satisfied with to repair to manufacture standardsShe indicated that she was fine with thatThis was separate from the call to set up deliveryI personally gave the consumer my business card with my contact information as well and said to feel free to contact me with any concerns or issues via, e-mail or via phoneNeither took placeOur understanding from the conversation that DID take place the day after her visit to the store was we repaired one item and are returning it and picking up the second item to repairInitial repairs were done, but the consumer was not satisfied with the end resultWe do not understand why the consumer would state the calls that took place never happened

We had to move the original delivery date due to weatherThe consumer from the beginning, prior to the original delivery, wanted delivery at his convenience, which we are unable to doDeliveries are scheduled by the computer for the best usage of time, fuel and miles*** contacted this
consumer two weeks ago and left a voice mail when he came in after the consumer spoke to *** that we had the two drawers and knob and wanted to schedule the delivery and also asked him to let us know if he wanted to come by the store to pick up the items at his convenience for time sakeWe have not heard back from the customer until FridayWe are more than happy to schedule a day for delivery, but have been waiting for him to contact us to set up the date to do itWe would love to speak to the consumer and schedule the date and will attempt to contact him again to set this upWe are unable to offer the large discount due to the two missing drawers and knob on the original delivery

We regret any is***s the consumer is having with their mattress, but do stand behind the fact that this is a mattress sold for Bob Mills Furniture is an outstanding business partner in the communities we serve and we take offense to any claims that we sell used furniture as
newI am not sure who the consumer has spoken to in the store, however we will have the Solution Center reach out to the consumer and send out a technician if desired to look at the mattress as a courtesy, however no exchange will be allowed, as it was sold as an mattress with no returns or exchanges allowedOur standard policy does not allow for an exchange or refund on mattresses under situations either

Initial Business Response /* (1000, 5, 2015/08/27) */
Consumer purchased furniture 04-28-12, had it delivered 05-05-An issue was reported two months later and parts ordered through the manufacture under the manufacture warrantyParts were not available and the vendor allowed an exchange, which
was delivered on 09-04-No other issues were reported to usTwo years later, the consumer purchased more goodsIn both purchases, the consumer purchased an accidental protection plan, which is neither insurance nor extended warrantyIt covers certain accidental situations under certain conditions and has specific limitations, qualifications and reporting periodsThis is handled through an outside company and the consumer is given this paper work and signs a copy of this paper work as wellI listened to the phone call the customer called in on and the Solution Specialist was not rude, she was directing the consumer to the third party company and repeated that we did not have the information the consumer was wanting, as the third party had that informationShe did demand to speak to the supervisor and the Specialist did tell her that the answer would be the sameThe supervisor spoke to the consumer and did tell her she needed to contact the third party company to find out why the claim was denied, but it appeared that the issue was the cushion, which had a one year warranty and had expired over years agoThe third party company does not cover issues with the cushion at allBob Mills Furniture has a five day return policy and the consumer has had the furniture for over three years, thus a refund is not an optionBob Mills Furniture is a reputable company in all communities we serve and firmly denies any form of fraud being suggested hereWe regret that the consumer is upset and must direct the consumer to her policy and the specifications within, as well as direct her to the third party company that administers the programThere was no run around that the consumer is claiming, rather us directing her to the correct party to answer her question(s)We are unable to resolve this due to the fact the she is out of her manufacture warranty on the issue and the protection plan, who she needs to contact for her complaint, does not cover the issue she is having
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not happy with this response at allI bought the plan you stated thinking it was going to cover everythingDo I need to contact bob mills myself??? I purchased the insurance so if ANYTHING happened to my sofas it would be coveredWhy else would I have bought it if it wasn't going to cover anything? And yes Amber was extremely rude, you were not thereI was on the phone for over minutes asking to speak to a supervisor and she said you wouldn't know anything eitherWhen I bought the couches I was never told that I had to deal with a third party companyIf there is a problem then I believe Bob Mills Company should handle this with the third party company, not me, since I DID NOT purchase from themI know anybody would be upset if the item purchased began to fall apart
You claim that the purchased plan was neither insurance nor extended warranty, then what is it?????? Fraud in my book, you make the customer believe it is insurance and in turn its nothing!!!!!I want you to contact the third party yourself and get this problem fixed!!! And by the way, you did not listen to the phone call, Amber does not know what she is doing, and neither do you! If I have to I will take this case to claims courtI purchased the additional insurance and you guys are blowing it off, fix my sofa! Product is defective
Final Business Response /* (4000, 9, 2015/08/27) */
Bob Mills Furniture stands behind our initial response that #the consumer purchased an accidental protection plan with many specifications and reporting criteria from a third party company#The consumer, not Bob Mills Furniture, is responsible for contacting the third party company and making any claims and complaints directly through themAs a retail supplier, Bob Mills Furniture sells furniture made by a variety of vendors and as a courtesy, we provide warranty work for most of the vendors, following the vendors guidelines and policies#After days we do not have any obligation to refund money due to a customers dissatisfaction to policies, procedures, etc#I was here and listened to the call as the Specialist told her repeatedly that the supervisor would not have access to the information she was requesting and only the third party had that information, as we do not have that shared accessThe consumer stated she wanted to speak to someone "now" and the supervisor was available at this point and she was transferred to ***The consumer also contacted us via our Facebook#The plan does NOT cover anything no matter whatThe consumer claims she thought it covered or should cover anything, but as previously stated, there are a number of exclusions, restrictions and reporting time frames that must be followed and acknowledgedWe have offered the protection plan for years and it has repaired thousands of pieces of furniture over the years within the plan guidelinesWe stand behind our initial response