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 for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
We ordered a Rowe hide abed from a local furniture store in Sc with a velvet fabricOn arrival, Rowe reversed the fabric on the arm by mistake so that the one arm was smooth; the other arm shiny and roughOur local store contacted [redacted] ***, Sales Rep for our area about our complaintNote the local store came to our home, took photos and confirmed that the fabric was put on backwards [redacted] response was that the arms are suppose to be that way!!! $was spent on this couch as we ordered the cloud mattressOur local store is keeping the flawed couch and we ordered a different couch from another furniture lineWe will never order from RoweThis Rep is a poor representative of this Company and believe me we are telling everyone about it!
Dear Ms [redacted] , Thank you for your recent concern sent through the Revdex.com and we truly apologize for the inconvenience that you were put throughWe strive for an excellent patience experience and we appreciate hearing of your experience so that we can continue to improve.We researched your situation with our extended business office, ***They do assist us with any follor collection of any patient's copaysTo address your desired outcome for an explanation, we did go live with a new registration/billing system on 6/3/and to alleviate any incorrect balances from being sent to patients we opted to hold all statements until we could verify balances due with insurance explanation of benefits In your case, we did confirm a balance of $was due on your account and did confirm you now have a balance of $due[redacted] verified that they did not receive any of your documentation nor was any forwarded to our officeHowever at the point of your call, the Representative should've escalated your concern to a Manager so that he/she could've helped you at that momentThey are producing additional education to that Representative as well as their whole team to avoid this from happening in the future [redacted] does send out statements on our behalf every days and initiate courtesy calls either by a person or an auto-dialer [redacted] is continuing to improve on their processes and work with their partners(us/CMC) for a better experience.If I can be of any assistance in the future or if you require any further explanation or documentation on your account, please do not hesitate to give me a call at [redacted] Again, thank you for taking the time to share your concern! We are here to serve you and our Community and provide a positive patient experience
First of all, I am sorry for the issues that the customer is experiencing and have listed the available options for the out of labor warranty claim I have reviewed this complaint and according to our records we were contacted in and we sent a regional repair technician to make the repairs on this sofa We show no further complaints on this piece until recently Our warranty is for labor for one year and we did pay the technician for the repairs for the repairs after the warranty had expired for in home service We did offer to repair the piece here at the factory at no charge for labor or parts but the consumer would be responsible for transportation to and from the factoryThe retailer would need to pickup the furniture and we would pickup and return to them and we would make the repairs at no charge We also offered the option of sending parts and provided contact information for a regional repair technician but the customer would be responsible for the labor charges of the service technician Thank you and if you wish to pursue any of the above options, please have your retailer contact our customer service and reference our case # [redacted]
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 complained about this piece of furniture earlier than your records show Whether or not the retailer, [redacted] s, forwarded all of the records to you is not something I can verify My original complaint was while the furniture was in FULL warranty Again, I'm not sure why Rowe and [redacted] s cannot seem to get together on this Ultimately, however, I'm stuck in between two firms who can't seem to figure out a solution to a relatively simple problem The Rowe representatives have been rude and unhelpful every time I've tried to contact them All I'm asking is that they stand by their product I am not paying to transport a defective piece of furniture This piece of furniture was defective from the beginning of my use of it I should not have to pay anything to repair a sofa that was clearly a lemon from Day One If [redacted] s is not sharing my records with Rowe then the fault should not lie with the customer I'm not asking for a lot here I'm asking for the use of my sofa as advertised I find it rather shocking that Rowe is unwilling to stand by the quality of their product Regards, [redacted]
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 for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
We ordered a Rowe hide abed from a local furniture store in Sc with a velvet fabricOn arrival, Rowe reversed the fabric on the arm by mistake so that the one arm was smooth; the other arm shiny and roughOur local store contacted [redacted] ***, Sales Rep for our area about our complaintNote the local store came to our home, took photos and confirmed that the fabric was put on backwards [redacted] response was that the arms are suppose to be that way!!! $was spent on this couch as we ordered the cloud mattressOur local store is keeping the flawed couch and we ordered a different couch from another furniture lineWe will never order from RoweThis Rep is a poor representative of this Company and believe me we are telling everyone about it!
Dear Ms [redacted] , Thank you for your recent concern sent through the Revdex.com and we truly apologize for the inconvenience that you were put throughWe strive for an excellent patience experience and we appreciate hearing of your experience so that we can continue to improve.We researched your situation with our extended business office, ***They do assist us with any follor collection of any patient's copaysTo address your desired outcome for an explanation, we did go live with a new registration/billing system on 6/3/and to alleviate any incorrect balances from being sent to patients we opted to hold all statements until we could verify balances due with insurance explanation of benefits In your case, we did confirm a balance of $was due on your account and did confirm you now have a balance of $due[redacted] verified that they did not receive any of your documentation nor was any forwarded to our officeHowever at the point of your call, the Representative should've escalated your concern to a Manager so that he/she could've helped you at that momentThey are producing additional education to that Representative as well as their whole team to avoid this from happening in the future [redacted] does send out statements on our behalf every days and initiate courtesy calls either by a person or an auto-dialer [redacted] is continuing to improve on their processes and work with their partners(us/CMC) for a better experience.If I can be of any assistance in the future or if you require any further explanation or documentation on your account, please do not hesitate to give me a call at [redacted] Again, thank you for taking the time to share your concern! We are here to serve you and our Community and provide a positive patient experience
First of all, I am sorry for the issues that the customer is experiencing and have listed the available options for the out of labor warranty claim I have reviewed this complaint and according to our records we were contacted in and we sent a regional repair technician to make the repairs on this sofa We show no further complaints on this piece until recently Our warranty is for labor for one year and we did pay the technician for the repairs for the repairs after the warranty had expired for in home service We did offer to repair the piece here at the factory at no charge for labor or parts but the consumer would be responsible for transportation to and from the factoryThe retailer would need to pickup the furniture and we would pickup and return to them and we would make the repairs at no charge We also offered the option of sending parts and provided contact information for a regional repair technician but the customer would be responsible for the labor charges of the service technician Thank you and if you wish to pursue any of the above options, please have your retailer contact our customer service and reference our case # [redacted]
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 complained about this piece of furniture earlier than your records show Whether or not the retailer, [redacted] s, forwarded all of the records to you is not something I can verify My original complaint was while the furniture was in FULL warranty Again, I'm not sure why Rowe and [redacted] s cannot seem to get together on this Ultimately, however, I'm stuck in between two firms who can't seem to figure out a solution to a relatively simple problem The Rowe representatives have been rude and unhelpful every time I've tried to contact them All I'm asking is that they stand by their product I am not paying to transport a defective piece of furniture This piece of furniture was defective from the beginning of my use of it I should not have to pay anything to repair a sofa that was clearly a lemon from Day One If [redacted] s is not sharing my records with Rowe then the fault should not lie with the customer I'm not asking for a lot here I'm asking for the use of my sofa as advertised I find it rather shocking that Rowe is unwilling to stand by the quality of their product Regards, [redacted]