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Churchman Stone & Stove, Inc.

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Churchman Stone & Stove, Inc. Reviews (2)

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.This Complaint isn't about my age and unless Ms. Churchman is 70 she is hardly old enough to be my mother.  Its also not about who lives in my home, In fact, Mr. [redacted] has his own home.  Its about the service that was not provided by Churchman Stone.  Did Ms. Churchman sell me something she wasn't able to provide in the time frame she promised!  Yes, she did!  Did she tell me on numerous occasions that the parts would be in on wednesday as well as the following Wedbesday, then again that thursday of the same week.  Yes, in fact she did.  Did she produce the parts needed to complete the subcontracted job, No she did not.  Did she lie numerous times, Yes in fact, she did.  As in the Complaint stating she had no earthly idea I was filing a Revdex.com complaiant. When in fact I had made it very clear if she lied one more time, not only was I filling the Revdex.com complaint I was contacting my attorney.  Both of which I did in fact do.  She didn't drive one hour out of the goodness of her heart to drop a check in my mailbox when I was 4 hours away.  She did it because she knew of the complaint I had stated I was indeed filing so it seems Ms. Churchman not only has trouble controlling her temper, her language with paying customers.  Which remind you she was paid in full upfront for parts I still do not have an now can't even use.  But she also has trouble telling the truth.  I do know I deal with 600 paying customers myself on a monthly basis, I have never cursed at the top of my lungs at one single person, nor lied continuously for monetary gain.    Ms. Churchman feels that her dropping a check off for $300 and some dollars is compensation for her actions, her misconduct and lack of supplying the products I indeed paid for is just not exceptable to me.  I totally disagree with removing the complaint, I honestly think people have the right to know whether or not they will receive the products that they pay for or get the service that should be provided that comes along with common decency.  Clearly this woman has been behind the counter far to long an feels that customer service is no longer important.  Also, Mr. Churchman has never once not once apologized to me for her actions still to this day so that too is also a lie.  But Shucks,  Guess that isn't part of her customer service that she provides either!!!  It seems to me once money is in hand,  product and customer service is out the window.  So be Ware!!!Regards,[redacted]

+1

In yesterday afternoon's mail (8-25-15) I received your letter advising of complaint #[redacted]... however on the morning of same 8-25-15 prior to recieving this letter I indeed phoned Mr [redacted] letting him know the final two components had arrived and I would gladly deliver them to his project...

rather than him making a trip over to pick them up...he lives at the  same address of [redacted] whom is the signed complaint contact.  Also [redacted] is the owner of [redacted]'s Contracting whom we have fulfilled 9 projects for him since the year of 2009 to present and had a very good business relationship with him/ his contracting company....this order placement to the complaint in question is for a project at their own personal shared residence of [redacted]. Same address that I've had on file with [redacted]'s Contracting for the 7 years doing business with him.
 So...not knowing about this complaint yesterday morning I took [redacted]'s directive of now amending his order to lesser merchandise...as he now only wants to purchase TWO of the THREE  decorative components.  These are special order items for a very unique fireplace to which I cannot now return to the mfg and I am out the cost ... [redacted] directed me to cut a check for the refund of that third piece payable to [redacted].
He stated that he could no longer use this third piece because he went forward with having stone installed to the firebox and now this arched trim surround not wanted.  So indeed I took his directive, packed up the two units in my car and even took the refund check with me of $394.83 check #3606...upon arrival the gates were locked...I called [redacted] on his cell, he said leave at the gate and put check in the "Incoming" slot at his brick security mail box.  All completed....however upon pulling out of the parking lot to make this delivery I checked the mail and found out this complaint filed??? So as I was there hoping to speak with [redacted] or [redacted] about this they did not come to the locked gate and just told me to leave the mds & money .....As noted above I followed thru with [redacted]'s directive from the morning when I had no prior knowledge of this Revdex.com complaint!
The complaint is not accurate on several facts and [redacted] omitted information as well.
The order date was July 22, 2015 and NOT "early July" as stated in the complaint.
The order consisted of a fireplace, gas burner, gas logs and an optional special order decorative trim facing kit comprised of three components .... since [redacted] & [redacted]'s Contracting) have been good satisfied repeat customer's I threw in FREE upgrades of nicest logs that [redacted] wanted <$78> a FREE decorative set of Pine cones <$68.> and honored an in store contractor discount to the entire order of <$137.52>.   So  in summary the July 22nd order of $3,498.51  reflected $283.52 + $17.01 tax = $300.53> in discounts!!
The order arrived to my store with all fireplace and gas log components 4 business days later and [redacted] picked up on the 5th business day of 7-29-15. At the time of his pick up we again discussed these 3 components of decorative trim kit which are  special order items posted by the mfg as 7-14 business days. The route truck from this mfg comes out of Paris Ky and usually on a Wed weekly...but they do sometimes change to a different day of the week.
The following week on 8-5-15 [redacted] called me early morning, I returned his call when truck arrived that afternoon and told him ONE of the three components arrived and the remaining two on back order.....This is when [redacted] became involved. Repeated calls to which I would answer and follow back up with the information being supplied to me by the mfg....[redacted] was so demanding and loud as she accused me of being a liar and suggested I did not know how to run a business...on and on and on...these were not conversations but just [redacted] having a fit with me to something I just simply could not control.  "Back Order" from a mfg are just not something I can stop.
I finally suggested to her that she should call the mfg directly herself in an effort to calm her down to stop accusing me of bad business and being a liar to her!! I provided her with the 1-800 number and all contact extension numbers and name to save her any run around on the phone...both verbally and in a text to [redacted] & [redacted] I provided this info.    She refused to call the mfg herself??? Instead she just continued to chew me out , I even laid the phone down for awhile as it wasn't a conversation it was just her venting and demanding at one point that I deliver this "TONIGHT" ....but I don't have the parts? I can't ?  .....  And YES if finally overwhelmed by her I very LOUDLY abrupted into the reciever with a GOD *Word Rejected* IT STOP [redacted]! Then ask her in normal tone "please let me speak and stop calling me a liar"......She said "Your going to [redacted] for that one Missy"....my name is Gail not Missy and I'm likely old enough to be her mother!
That was indeed on Aug 20th in the afternoon and she apparently filed this complaint with you within minutes of that ugly phone call.
In conclusion as I have done in writing text to [redacted] & [redacted] 5 minutes after my telephone outburst, telephoned verbally to [redacted] and in writing again yesterday on the Credit memo document with [redacted]s refund check delivered to her home......I have apologized in all three of those manors to my loss of temper to her verbal badgering.  YES these special order decorative facing components indeed arrive on 8-25-15 ordered here at my store 4 pm on 7-22-15 which was 24 BUSINESS DAYS after their order and went tardy beyond the mfg quoting of 7-14 business days....10 DAYS LATE.
The customers have received free merchandise, courtesy delivery and a full refund on an expensive trim item my store has NEVER sold to  another customer and I cannot return to the mfg.  
This type of tardy is surely frustrating for a customer and I have no right to minimize their frustration as I too was equally frustrated. But again [redacted] is a home & remodeling contractor and [redacted] a realtor...this type of delay did NOT deserve these abusive rude phone calls from [redacted] NOR did it warrant a Revdex.com complaint !  Shucks a frieght damage could have caused a 10 day tardy...any number of reasonable factors in doing business can cause a 10 day tardy on special order items.  This Revdex.com complaint was just trigger happy on the customer's personality behalf in my opinion.
[redacted] and [redacted] have done business with us for 7 years and 9 projects....THEY WERE NOT BEING DEFRAUDED  and I am more than insulted to think of the service I have provided to them since 2009 that a 10 day tardy trim piece on a fireplace took [redacted] to this extreme!
To my knowledge [redacted] is satisfied now, she has all merchandise that she chose to keep, I refunded for item NOT chosen to keep.
My husband and I are very proud business owner's maintaining an A+ Revdex.com rating and an enjoyable little business here in the community in which we live. I respectfully request this customer's outburst and bogus complaint to be removed from any recording to our Revdex.com account. 
Thank You very much.
Sincerely,
[redacted]
Churchman Stone & Stove Inc
Eastview, Ky
store ###-###-####

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Address: 12911 Leitchfield Road, Eastview, Kentucky, United States, 42732-7537

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