Don's Tree Service

This customer canceled his order on Tues February 24th and the refund of $was sent back to his credit card on Wed Feb 25th It can take up to - business days for credit card providers to show refunds on lineWe apologize for any inconvenience we may have caused

We have made two delivery stops to this customer's homeThe first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/because she wanted to return it for a refundOn both trips our delivery drivers had this customer sign a damage waiver which we have every customer sign before our drivers leave the homeThis waiver states very clearly that any damage must be reported while the drivers are still in the customer's homeThe customer has the opportunity at that point to inspect the path of delivery for any damageOn both of our trips to her home this customer signed off on the waiver while our drivers were still in her homeSteinhafels will not be performing any home repairs for this customer because the waiver states; STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE, and this customer signed this waiver both times while we were in her homePlease see attached signed documents

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 What is my next route to pursue Steinhafel's POOR BUSINESS PRACTICES in this matter?At our home, we have purchased furniture from them for over years Regards, [redacted]

You have copies of the signed waivers in of our two previous responses The customer checks a box and then signs the waiverBy signing the waiver Ms [redacted] released us of liabilityIts says in all caps what they signed Customers can be emailed all signatures upon their request, similar to when you sign for a UPS packageAgain, below is what Ms [redacted] signed off onShe had an opportunity to read it and check on the path of delivery before she signed it [redacted] STOP, READ BEFORE SIGNING [redacted] All property and home damage must be reported NOW, at the time of delivery Home and property damage claims must be reported to management while the delivery team is at the homeThis includes but is not limited to doors, floors, walls, and personal propertyThis DOES NOT affect the return or exchange policy on new furnitureSTEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE

This is a complaint that we have already responded to on 12/9/We have made two delivery stops to Ms [redacted] 's homeThe first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/ because she wanted it returned for a refundOn both trips our delivery team presented a delivery damage waiver to Ms [redacted] We present a damage waiver to every customer to sign before a delivery team leaves a homeThe waiver states very clearly that any damage must be reported while the delivery team is still in the customer's homeMs [redacted] had the opportunity to inspect the path of delivery for any damageOn both trips to her home she signed off on the waiver while the drivers were still in her homeThis waiver states; STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND / OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCESteinhafels will not be performing home repairs for Ms [redacted] because she signed off on the damage waivers on both of our delivery tripsPlease see attached signed waiver forms

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.] Regards, [redacted] Steinhafels promised to contact us by email within two days after they were contacted by the Revdex.com to rectify the situation with our mattressThat would have been 10/29/We have not heard from them yet and it is 11/04/

This customer purchased a Whalen TV stand that was tagged incorrectly at our [redacted] store We showed the Honey Maple on our show room floor, which is what the customer wanted, but the tag was for the Cherry finish The day she picked it up was a Saturday, and our manager says she had no messages on her phone However she did talk with her later and found that we still had stock on the Honey Maple that was clearance priced It was less money then what she orig paid As a customer courtesy we also gave her free delivery and had it scheduled for Saturday 3/delivery.Customer called our manager on Saturday and left a message, and was not happy that she received a call that the delivery would have to be rescheduled Our manager returned her call, apologized for the inconvenience, and explained that one of our delivery drivers was ill and the truck was going to have to return to our warehouseWe had other customers who were inconvenienced that day as wellAll the customers were called and rescheduled Her delivery was rescheduled for Sunday 3/We will have our [redacted] manager call her again today and apologize

We apologize for the inconvenience this is causingWe have refunded the delivery charge to this customer

We apologize again, and want to assure this individual we are taking care of getting her removed from any data base that could generate any mail from Steinhafels

[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,
*** ***

We have contacted this customer and set up one of our own technicians to do the repairCustomer has agreed to let us send our tech

[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,
*** And *** ***

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
I have been ASSURED every time I call that I have successfully been removed from the mailing listI wouldn't keep calling if it had actually workedIn the last six months, no one has returned my calls or offered any suggestions for thisI am going to have a really hard time trusting the line, "We're taking care of it." Until you figure out WHY I have been unsuccessful in removing myself from your mailing list I have no faith for resolution
Regards,
*** ***
###-###-####

You have copies of the signed waivers in of our two previous responses. The customer checks a box and then signs the waiverBy signing the waiver Ms***
released us of liabilityIts says in all caps what they signed.
Customers can be emailed all signatures upon their request, similar to
when you sign for a UPS packageAgain, below is what Ms *** signed off onShe had an opportunity to read it and check on the path of delivery before she signed it***STOP, READ BEFORE SIGNING***All
property and home damage must be reported NOW, at the time of
delivery. Home and property damage claims must be reported to
management while the delivery team is at the homeThis includes but is
not limited to doors, floors, walls, and personal propertyThis DOES
NOT affect the return or exchange policy on new furnitureSTEINHAFELS
WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER
THE DELIVERY TEAM LEAVES THE RESIDENCE

This customer canceled his order on Tues February 24th and the refund of $was sent back to his credit card on Wed Feb 25th. It can take up to - business days for credit card providers to show refunds on lineWe apologize for any inconvenience we may have caused

I spoke to customer and apologized for her experienceWe had a good discussion and came to an agreementWe again apologize for the frustration this has caused

We have stated our position in this matter in our first replyYou have copies of the signed waivers

[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,
*** ***

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
This is falseOn such a tiny device that information is not visibleFurther the guy lied about what I was signingNobody ever provided me copies of this disclosureYou're wrong, this is fraudulent practice and you know it.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We apologize if there was a
misunderstanding regarding the Guardsman "Don't use it, don't lose it"
protection planSteinhafels always intended to mail out gift certificates
for the amount customers spent on the plan if they never made any claims on the
plan during the year protection
periodWe processed a $rebate gift
certificate for this customer on 11/11/14, but she called and said she never received
itWe then re-issued her a $gift certificate good towards anything in our stores and mailed it on 12/5/We
also extended the redemption period to days instead of the days
We again apologize for her inconvenienceWe take issue with this customer's statement alleging that we train our staff to deliberately mislead our customers on this programIt was Steinhafels policy from day one, years ago, when we first started the Guardsman protection plans to remiburse our customers with gift certificates good for the amount they paid for the planThere is nothing deceitful or dishonest about thisThis customer is also is alleging a verbal conversation she had years agoThere was nothing in writing promising her a "cash" refundSteinhafels has a reputatiuon for doing business honestly and we consider this gift certifiate to be fair and beyond what any other company does with protection plansThis customer can use this gift certificate towards anything at our stores and has a full year to do so