Capital Carpet Cleaning

We understand it is a power recliner and not a manual. We believe our records are correct. However, in an act of good faith we will provide an additional service call at no charge and evaluate the chair. If the noises are prevelant at the evaluation, the technician will bring the chair back to the service center shop and we will have our Service Manager inspect it and determine what needs to be done to eliminate the issues. I will create a new service order and enter the instructions. They just need to contact the Service Center to schedule the evaluation. Phone number ###-###-####.
[redacted]V.P.of Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Dooley Properties refuses to acknowledge the concept of normal wear and tear despite it being the law - light bulbs that burn out after we moved out but before they turned the property are clearly normal wear and tear as was the brand new air filter installed when we had the A/C serviced.  We actually left the property cleaner and in better condition than we received it in every way, except for the wall damage caused by the moving company.  The moving company contacted them directly to settle the damages they caused, but Dooley Properties refused to cooperate with their request.  Dooley Properties also attempted to make me pay for material health and safety repairs in violation of state law.  Their lease is not up to date or in compliance with Texas Association of Realtors standards.  Dooley Properties utilizes their unreasonable standards, unethical lease language, and multi front business (Dooley Properties, [redacted] Development, and realtor) to take advantage of tenants and generate additional income by making tenants pay for repairs that their companies/contractors perform and charging for cleaning and repairs that are beyond reasonable standards and/or clearly normal wear and tear.They refused to submit to the Revdex.com's dispute resolution process, instead suggestion we sue them in court.
Regards,

We will allow the customer to return the sofa. We will refund her money less the delivery charge. She needs to contact the Store Manager Ray S[redacted] to schedule the pick up of the sofa. The money will be refunded after the pickup.

We have reached a mutually acceptable settlement with this prior resident and an additional refund check was mailed to them on 09/16/16.  We consider this matter amicably closed.

Customer was delivered a sofa and two chairs on 03-27-14. At time of delivery customer concerned with fabric on front of seat on one chair. Customer service inspected chair on 04-02-14. It was determined the marks were from straps securing the chair during delivery. Customer requested exchange which...

was done 04-08-14. No other contact with customer until they called our service department on 01-09-15 with concerns about the chair mechanisms making too much noice. There is a service call scheduled to inspect the chair or chairs(no designation on if it is both or one) on 01-16-15. There will be  no charge for the service call because we cover all charges to the customers home for up to one year from the date of delivery. Everything will be under warranty and we will repair or replace the defective parts, if necessary.  [redacted] V.P. of OperationsLa-Z-Boy Furniture Galleries of Arizona.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
the is not a manual operated chair, but an electric operating recliner model 1hr515 rd103768  175 lancer power-xr reclina-rocke costing over $1300.serviceman was out within a few month after purchase and said because it was made on a wood frame which moves and causes the problem . there records are all mixed up.
Regards,
[redacted]

The client has decided to cancel the chair. He is scheduled to have it picked up on 01-29-16. We will then mail his  refund check the following week. I appreciate he not e considering the claim closed until he receives his refund check. We apologize for all the confusion.

After researching the customer information the customer purchased the chair on 11-21-2015. The chair was not ordered with the memory foam in the seat and the customer was not charged for the memory foam. We apologize for the lack of communication from the store and sales associate for not responding...

to the call. I have emailed the sales associate and his manager and instructed them to contact the client, which they will, so the issue can be resolved. Randy S[redacted]V.P. of OperationsLa-Z-Boy Furniture Galleries of Arizona

Dear Revdex.com,Our records indicate that our client picked up two chairs and a reclining sofa in September 2014.  Our service department was contacted on June 23rd this year and requested to inspect color loss in the head area of one recliner.On July 1st the leather was inspected, the technician...

reported that the leather color in the head area only had rubbed off as a result of a saturation of head oils.  Leather parts are warranted for one year against manufacturing or material defects, improper cleaning/treatment voids the warranty.   This is the most common area for this type color loss. The technician offered at that time to order a new back upholstered at no charge  as a  courtesy while explaining to the client how to prevent this type of damage going forward.  This offer was refused as the client felt the leather was defective.  We escalated the concern to our cooperate office in Monroe MI Warranty Services.  Case # [redacted] was assigned to the request and on 07-08-15 they responded that the dye loss was a result of oils and not covered under warranty.  They offered a  40% discount on a replacement part.  This information was provided to the client the same day.We would be willing to offer the original courtesy replacement of the back upholstered with no extended warranty as there is no extended warranty provided to us.  It is recommended that the client increase the frequency of cleaning the leather to prevent this reoccurrence.  If accepted we can direct ship it to the client’s home. Sincerely,[redacted]Director of Consumer Services[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We purchased two leather, La-Z-Boy recliners in 2006, that have been in use the whole time, and have never shown any wear of any kinds due to our cleaning.   That’s why we decided to purchase a new set of leather recliners and leather reclining sofa.  The repair man had made up his mind before ever seeing the recliner as did Mr. [redacted].  This must be their standard reply to keep from honoring the warranty. He never offered us a new back for the recliner at no charge at any time.  The voice message that was left on our answering machine said we could purchase it for a 40% discount.  The repair man never took pictures of the piping at center of the back that is also worn off or of the lower lumbar area that is caving in.   And what about the footrest that they don’t mention, that they took a picture of?  By increasing the frequency of cleaning the leather will only cause more damage to the chair, as the paint (brown leather) comes right off if you wipe it with a cloth.  We are reluctant to take any replacement for fear the leather has an ongoing problem after reading about other complaints on the internet.  Against our better judgment we will accept a replacement leather recliner or the back and footrest replaced in hopes that we do not have the same problem. It has always been a worry to us that the other furniture will have the same problem in time.  We would have preferred to have it all replaced.It’s a shame that La-Z-Boy has given up the quality of their furniture and customer service we once knew.
Regards,
[redacted]

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  Hi [redacted]Sorry I did not see this email the other day or I definitely would have replied.  [redacted]
Regards,
Karen C[redacted]

We will as a one time couortesy order a new fabric part for the footrest and install it at no charge if the customer brings the base of the chair into our service department. If they want us to do it in the home, there will be a 60.00 charge for that service.