CVS Pharmacy

In response to your letter April 16, 2014, I would offer the following in answer to
the complaint by [redacted].
On July 27, 2011, my associate, [redacted] and I met with Mr. [redacted] to
discuss his tax problems. Mr. [redacted] was substantially indebted to the United States and
the...

Commonwealth of Virginia due to years of unpaid taxes. Mr. [redacted] was advised
that before anything could be done on his behalf he had to be up to date with filing of all
tax returns. Once the returns were filed, then an Offer in Compromise (OIC) could be
considered for submission on his behalf. The client agreed to get the returns filed for
further consideration of an OIC.
Representation of Mr. [redacted] interests began on July 27, 2011 and concluded on
September 24, 2012. The IRS had rejected the Offer in Compromise because the client
was not making his estimated payments as required. The client was called and advised of
this outcome.
On September 24, 2012, upon request by our offices, we received a letter from the
IRS advising that they had placed the client's account in an "uncollectable status" since
he was unable to pay. Thus, no further collection attempts would be made on Mr.
[redacted]. During the period of this representation of Mr. [redacted], he called several times,
and more particularly, in the later stages complained of inaction by the IRS and related
concerns. He would appear at my offices on several occasions to vent his dissatisfaction
with the whole process. Mr. [redacted] called on several occasions to complain that Mr.
[redacted] or I had "done nothing" in the representation of his interests. Not only was that
statement completely false, it was without any foundation. Nonetheless, because of Mr.
[redacted]' dissatisfaction, I discussed with Mr. [redacted] filing an additional Offer in
Compromise (at no charge to the client) on behalf Mr. [redacted]. Agreeing, Mr. [redacted]
wrote to Mr. [redacted] on December 3, 2012 outlining our willingness to prepare a new
Offer in Compromise on his behalf. Rather than repeat the terms of that letter, I am
enclosing it for your information. I would advise that after submission of this letter to
Mr. [redacted], we never heard anything in regard to the collection of the information
requested so that we could file another Offer in Compromise on his behalf. This lack of
co-operation was fairly typical of the total time that we represented Mr. [redacted].
I am enclosing a time sheet prepared by Mr. [redacted] during the time of our
representation. I have not included the hours I worked on this case. Additionally, I am
enclosing a copy of the letter that was sent on December 3, 2012 that went unanswered
by Mr. [redacted].
Please let me know if there is any other information you need in this matter.
Sincerely,
[redacted]

I'm processing the application. I just received his app fee (paid online) yesterday. I just spoke to him and told him I will be refunding their app fee today if this is the way they do business. Thank you.

This unit was purchased in June 2012 and it was replaced in Aug. 2012 due to crooked molding. We have not heard anything else from Ms. [redacted] until the letter that I've attached dated June 15, 2015, which was sent to me today by the dealer. We have no record of receiving this correspondence....

I've also attached a letter that was sent to the dealer mentioning the unit is also scratched. Our warranty is for 1 year after purchase for manufacturing defects. We feel that true defects do present themselves within a 1 year period of time. I am sorry that Ms. [redacted] did not contact her dealer during that first year with this issue, we could have had the dealer and our sales rep. make a home inspection. I've also been advised that the area Ms. [redacted] lives in was severely damaged during hurricane Sandy in Oct. 2012. We pride ourselves in taking care of our customers and going outside of our warranty but I feel in this case 3 years is beyond our responsibility.

I have reviewed the response offer 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.
I am not sure how they concluded that the damages were customer caused.  All we did was sit on the chairs.  That is all we did and we do not have small kids where it would be likely that chairs would be pushed hard against the table.  [redacted] and [redacted] offered to exchange the seats of the chair at no cost to me and I will take them up on that offer since the manufacturer is not standing behind it's product.  I'm highly disappointed and will make sure that everyone that I know considering Hooker furniture will know what a low quality product it is.
Regards,
[redacted]