Boston, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] We want a guarantee that we will be refunded the first time there is an issue"Beyond your repair" means that we have to schedule time for more visitsWe are NOT going to do that againHow can you sleep at night? This is so unethicalYou certainly do NOT care about your customers
Regards,
Debra ***

[A default letter is provided here which indicates your acceptance of the business's
response.? If you wish, you may update it before sending it.]
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,
Tammy ***

I have spoken with ***We are reissuing the checkWe originally sent this on 13/12/and it was not received or cashedFurther I am giving her a gift certificate for her troublesI hope this fulfills the needs.? Thank you?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
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,
Robert ***

I have recieved the complaint and will be in contact with customerI agree, and will refund the $ Michael ***
*** ** *** *** *** *** Boston Incdba Furniture & ApplianceMart | Ashley HomeStore | MattressMart *** *** *** ***
*** *** ** ***
(p)###-###-#### (e)*** BostonFAM.com | AshleyHomestores.com "We improve the quality of people’s lives by making amazing rooms together!" Appleton | Green Bay | Madison East | Madison West | Marshfield | Oshkosh | Rhinelander | Stevens Point | Wausau | Wisconsin Rapids All locations owned & operated by Boston Inc ? This e-mail message and any documents accompanying this e-mail transmission contain proprietary information of Boston Incor one or more of its subsidiaries, the contents of which may be legally privileged or otherwise confidentialIf you are not the intended recipient, please be advised that any disclosure, copying, distribution, or the taking or refraining from taking of any action in reliance on the contents of this transmission is strictly prohibited and may result in legal action against youPlease reply to the sender advising of the error in transmission and delete the message and any accompanying documents from your system immediatelyNothing in this e-mail message is intended to constitute a legal e-signature, nor does the content hereof create a binding offer or contract ?

We will be contacting this customer with resolutionI will then provide further details,ThanksMichael *** *** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.At this point given how the situation was handled I feel more compensation than just the delivery charges plus tax should be refundedI think at this point further monetary compensation is warranted, as mentioned prior each time contact was made to the business the ball was dropped so to speakI feel like more should be done at this point, thank you for your help,
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have tried to work with this company for resolution.  I have been very patient waiting for replacement pieces.  I did not pay full price for repaired furniture.  I would like a full refund and they can pick up their bedroom set.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We have had nothing but problems with this? furniture? from the very start? Your company is very good at giving people the run around? You came out twice on the same problem and even your service tech said it shouldn't be doing this? Plus if you would look at the pictures its in the seams? I don't know about you but I don't sit in a seam when I can actually sit down for the night? With us working full time and kids in sports we are lucking to sit on this an average of an hour a night now that is high quality? furniture? I'm not going to pay you any more then I? already had for a 4,piece of junkIt is? embarrassing? to have company come over and sit on it but I will be sure to let them all know that it was purchased from Ashlley? FurnitureI should have know better this is the second time we have been burned from your company? Hopefully? you will leave Green Bay like the last time? Thanks for once again not standing behind your product.?
Regards,

The item purchased is out of warranty. Customer has been thru the extended warranty and they have serviced 3 times. We tried to reach out to vendor and they were not responsive. The customer needs to go to the extended warranty company and find out why they would not service them any further. That is the warranty they purchased. They are out of our warranty. We did try and assist, but there is nothing more we can do from our company stand point. Our notes below clearly state we tried to have an exchange and it was denied and refereed to the extended warranty. We had sent a tech to their home at NO CHARGE to assist the customer. Notes from our service - "She has had the same footrest serviced three times, they have replaced the mechanism.  Guardsman will no longer service this piece as it has been serviced too many times.  She also has a broken leg and a frame issue.  I sent a Tech out no charge to get a diagnosis on all issues and what it would take to repair than advised it be sent to be reviewed for exchange based on the Tech notes.  The exchange was denied so I was putting everything together to send to the manufacturer to see if they would do anything for her." 
[redacted] Director of Customer Care and Service Boston Inc. dba Furniture & ApplianceMart | Ashley HomeStore | MattressMart 2917 Business Park Dr. Stevens Point, WI 54482 (p)715-342-2895 (e)[email protected] BostonFAM.com | AshleyHomestores.com

We will be giving the customer a 12 month Genesis plan. However, this will not be done overnight. It will have a process that I am starting now. We have agreed with Genesis to pay this term for the customer.

I have reviewed the customers purchase. Actually the date of purchase is the day we deliver which was 11-26-2016, also the customer paid $1920 for the model # 880-31-power/957-18. The customer has had three repairs thru us and satisfied with each. He is having a fourth issue. He has a...

Southern Motion product and we are servicing even though his extended warranty will not and will continue to do. However, we cannot make a full leather couch as he is requesting. He did not purchase full leather, ( I have attached his order and confirmation for a leather , vinyl blend)  I have also attached the warranty information for Southern Motion and suggest the customer contact them for request of replacement due to manufacturing. We are doing what the extended warranty requires even though we are not required to do so since Guardsman denied the claims. Thank You Michael [redacted] Boston Inc. dba Furniture & ApplianceMart | Ashley HomeStore | MattressMart [redacted] (p)###-###-#### (e)[redacted] BostonFAM.com | AshleyHomestores.com "We improve the quality of people’s lives by making amazing rooms together!" Central Wisconsin - Marshfield | Rhinelander | Stevens Point | Wausau | Wisconsin Rapids Fox Valley - Appleton | Green Bay | Oshkosh Madison Area - Madison East | Madison West Milwaukee Area - Greenfield | Pewaukee | Richfield All locations owned & operated by Boston Inc.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
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. 
Regards,
Tammy [redacted]

I have been talking to her all last week. 1.       Original delivery hdbd, ftbd, dresser drawer, n/s damaged. 2.       Exchange delivery hdbd and ftbd stain was darker almost black compared to the gray/blue of the rest of the pieces....

3.       2nd exchange I send pics of hdbd and ftbd to her prior to delivery to make sure correct, they were the original pieces but I didn’t see any damage on when I looked over when taking pics.  Customer said same 2 spots are damaged. Last week I gave her options to take care of the damage: Pick up pcs send to Witmer for repair or have parts sent to us and repair in home.  Customer leery about in home repair as brand new home and just frustrated with the whole ordeal.    All my notes are in audit on invoiced exchange: 201864964   I left her a message 5/10 with info on moving forward and time line and have not heard back from her.

We are working the issue with the client. We have a in store credit for them.We are trying to work within our policies., [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We have had nothing but problems with this furniture from the very start.  Your company is very good at giving people the run around.  You came out twice on the same problem and even your service tech said it shouldn't be doing this.  Plus if you would look at the pictures its in the seams.  I don't know about you but I don't sit in a seam when I can actually sit down for the night.  With us working full time and kids in sports we are lucking to sit on this an average of an hour a night now that is high quality furniture.   I'm not going to pay you any more then I already had for a 4,000. piece of junk. It is embarrassing to have company come over and sit on it but I will be sure to let them all know that it was purchased from Ashlley Furniture. I should have know better this is the second time we have been burned from your company.  Hopefully you will leave Green Bay like the last time.  Thanks for once again not standing behind your product. 
Regards,

[redacted]
Trade Practice Consultant
[redacted]
Revdex.comHello [redacted],Thank you for providing this opportunity to resolve our customer's concerns.I spoke with our customer today.  I apologized for failing to keep constant contact with her regarding her...

refrigerator repair.  I offered to seek an ETA on the parts that we've ordered for this repair, and to provide her with this ETA when I obtain it.  I explained that the reason she continues to get  dripping water and icicles is because we have not yet completed the repair.  When our technician returns to install the parts we have ordered, this will eliminate these problems.  I also spoke to the technician about the unusual step he took of banging on the door frame.  He explained that this is the method that the manufacturer recommends for seating the door seal, to prevent air leaks.  I double-checked with another technician, and he confirmed this.  The technician said that any marks left on the door will be covered by the parts he will install.  Our customer is doubtful, but I asked her to email pictures to me, and that I would have our technician also take pictures when the repair is completed, and if there are visible marks on the door, we would take responsibility for them.Until the repair is completed, I do not consider this complaint resolved, but I wanted to provide you with an update.Sincerely,[redacted],  Director of
Customer ExperienceBoston, Inc.   dba
Furniture & ApplianceMart, Ashley Furniture HomeStores2917 Business Park DriveStevens Point,
WI     54482

Hello [redacted],Thank you for the opportunity to respond to our customer's concerns.  We've contacted our customer and decided to accept the furniture for return, with a refund of all but the delivery charge.  Our customer has accepted this resolution.  We believe this closes this...

matter.[redacted]  Director of
Customer Experience
Boston, Inc.   dba
Furniture & ApplianceMart, Ashley Furniture HomeStores
2917 Business Park Drive
Stevens Point,
WI     54482

Revdex.com:The statement that she said about me: ''She determined that while the tech did the right procedure to “seat” the seal, he should have placed something flat on the surface of the door frame before pounding, to distribute the force over a larger surface, to prevent a dent.'' is half true..  I have no idea about the procedure to seat a seal, but I did say that he could of use a flat surface to pound instead of just pounding it.  Nether here nor there, but just to make it clear.  I have never seen anyone do such a procedure in my life, and I have had many new refrigerators..   I agree to the new refrigerator but want to make sure I do have a new warranty on this one.If this is true then:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Trade Practice ConsultantRevdex.comDear Thank you for providing us with this opportunity to respond to our customer's concerns.Our customer brought the issue with peeling leather on her sectional to our attention on 1/31/16.  She had purchased this sectional on 2/13/14, so at the...

time we received this complaint, her sectional was already 11 months out of warranty.On 2/2/16, we contacted the manufacturer to inquire if there was a history of complaints about peeling leather on this sectional, and the vendor replied in the negative.  We also reviewed our internal service records for evidence that this particular model had above average history of complaints, and found nothing to support this.Since there is no evidence that this leather material is defective, we assume this is normal wear and tear.  The manufacturer's warranty has expired, but even had it NOT expired, normal wear and tear is not covered under the manufacturer's warranty nor is it covered under the Guardsman 5-Year Protection Plan, which is primarily protection for accidental damage.However, this is a valued customer, so we decided to offer a service repair at a discount.  On 2/25/16, we spoke to our customer and offered parts at cost, and labor and trip charge at half-price.  Our customer refused this option.  On 2/29/16, we left a message for our customer to re-offer this option.  Our customer returned our call and refused our offer.I am sorry to report that we have been unable to resolve this complaint to the customer's satisfaction, though I have continued to seek other options.On 3/17/16, I discovered another service option, to redye the sectional.  Should our customer be willing to consider this service option, we would be happy to renew our discussion.Sincerely,[redacted] Director of Customer ExperienceBoston, Inc.   dba Furniture & ApplianceMart, Ashley HomeStores, Mattress Mart2917 Business Park DriveStevens Point, WI     54482