Dream Builders

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137110, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
According to my statement no refund has been made to my account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11836320, 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 11137110, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I have called my finance company and there isn't a credit to my account for the amount showed The company say that it due to the fact that American Factory still has a charge pending American Factory need to call the finance company to clear this matter up

6-28-16-Jena P*** and Ben M*** have attempted to contact this customer via phone and have not received a call backThey are attempting to resolve the issueThe chair is here and can be delivered by our service technicianWe just need to hear from the customer - (I have not been at work for the
past week) - Flo M*** American Factory Direct

The issue reported does not fall within the manufacturer warranty coverage and is "consumer caused"All legitimate warranty claims are handled; that is why we sent our technician to the customer's home for assessment initiallyWe have made the manufacturer aware of the complaint and provided copies of the technician report and his photosOur policy is to provide consumers who do not fall within the manufacturer warranty criteria the consumer contact information for that particular factory- Please note: that when I last responded I incorrectly gave the manufacturer as Bernhardt as our server was down- I called back and left a message at the Revdex.com as I could not get back into this claimThe manufacturer is Flexsteel and their contact information is:[email protected] Flo M***American Factory DirectWarranty Service Department

The General Manager, Jerry M*** requested a response from the long beach store manager as he was directly involved with this consumerHis response is below,Around the last weekend of NovMr*** came into the Long Beach store with a problemHe was waiting on a Catnapper sectional to come
inI told him I would check on it on Monday because the DC Office was closedHe said he purchased it Sept 13th I called the DC and they said Catnapper was shipping it but Catnapper moved the ETA up weeksI called Mr*** to let him know and stayed in contact with him each week to let him know what was going onCatnapper move their ETA up again and I called Mr***; he was not happy This went on for the next few weeksWe gave him a free delivery and a discount for it taking so long and he seemed happy with thatHe said he new it wasn’t us but the factory he was up set withHe came in again and Jerry M***, the general manager was hereWe talked with this him and we let him know he could pick something else out and we would help him on the priceHe brought his wife in the following Sunday and tried to find something else they both liked, but couldn’tSo we talked with David C*** the ownerWe did agree to let them have a loaner set until their sectional came in, with the condition that, we could not give them but $off instead of the $discount we were going to do and still do the free deliveryThey didn’t like that, and called a lawyerDavid said we will give them $discount and they can wait until the sectional came inI let Mr*** know and he agreedWe refunded his credit card for the amount agreed on of $Mrs*** called me last Saturday 12/26/wanting to know when the sectional would be hereI told her I would call her Monday 12/28/I called Billie J*** she told me Catnapper shipped it 12/15/I called Mr*** Monday 12/28/and told him that Catnapper has shipped his sectional and I don’t what day it would be here, but hopefully this week.Unfortunately, we have no control over manufacturing and or trucking delaysWe do everything in our power to try and mitigate this by buying by container and having a fully stocked warehouse of our stock itemsThe customer elected to buy "special order" merchandise or non-stocked itemsWe disclaim the fact that delays beyond our control may occur on the back of our sales invoice which the customer signedWe want the customer to get their merchandise and will set delivery as soon as get advice from the trucking company with a date of delivery to us

This item is being serviced under the consumer's manufacturer warrantyFast Furniture Repair is the authorized service center for warranty repair for Jackson/CatnapperThe part(s) on order per Jacksons website We have requested an updated ETAMost upholstery parts can take 4-weeks, longer
with some manufacturers such as Bernhardt or FlexsteelThe Fast Furniture website does show some difficulty in scheduling the initial service as Ms B*** has had to take off work and the technicians have not been able to accommodate her time frameThere does seem to be correspondence between the two parties to work this outHowever, at this point the parts are on order Again, this is a manufacturer warranty claimIf the consumer would like to call Catnapper, their number us 423-961-7358.Flo M***American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11028186, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]MrM*** contacted me via cell on the 15th after a year from the original sale dateMrM*** took it upon himself to put an in house financing account in my name with AFD without speaking to me and then had collections (Angelee) give me a call asking for paymentI never signed for nor agreed to such an accountNever did he call before now apologizing for the mistake, trying to provide feedback or info about how this could have happened and then all of a sudden I end up with phone calls of a balance I DO NOT OWEPer my receipts/invoices I've paid this company in fullThere is no disputing that! Again, I am not, will not speak to MrM*** or anyone else from AFDDo not contact me againThis is the company's error and they need not contact me any further for their mistakeTake it up with your staff members.
Regards,
*** ***

This complaint was forward to our accounting departmentThe general manager, Jerry M***, will be calling this customer to see what kind of arrangement can be worked outWhile we acknowledge and regret the error, the customer still has $of unpaid for furniture in her homeHopefully, Mr
M*** can reach a compromise with the customer - Flo M*** American Factory Direct

This credit was applied to this customer's financing and not her credit card per the attached. Outstanding balances with financing are the first to get the credits applied. This will be reflected in her balance with the finance company. She should be able to use the voucher number attached to verify this with Lane Credit - Flo M[redacted] American Factory Direct

I have contacted the General Manager about this issue and he has asked the manager of our Baton Rouge location to reach out to this customer and offer them a re-select on this item. Sincerely - Flo [redacted] American Factory Direct Warranty Service Department

These items are being properly addressed under the customer's manufacturer warranty with Jackson/Catnapper. They do not replace furniture for the service reasons listed on this tech report. Parts have been ordered per the warranty and will be installed by a qualified technician when they arrive. - If your battery goes out on your new car, you get a new battery, not a new car. Furniture is manufactured in component parts. The part(s), are being replaced by the manufacturer. We will not be replacing this furniture -[redacted], American Factory Direct, Warranty Service Department

This customer is currently being serviced under her Jackson/Catnapper manufacturer warranty. There is a mechanism on order for the recliner and is expected to be in 3/2 from the manufacturer. The sofa was not damaged or defective per the technician at the time of the service call on 2/11/16. We sent...

the customer a copy of her manufacturer warranty, the number to the factory and a copy of her service ticket including the photos. We have a 2nd opinion service call that was set up last week to re-assess the sofa on 2-25. Everything required by her manufacturer warranty is being done. If the frame was or is broken or damaged, it would still require repair versus replacement per the warranty; however, at the time of the service call last week, this was not the case. The general manager and indeed all managers are aware of this customer's complaint - we are waiting on the results of the call on the 25th on the sofa to see if we need to do anything further. We did order replacement foam seating cores as a courtesy. They should be in around 3-2 as well. Again, this is normal warranty work - customer has had in home since June 2015. [redacted]American Factory DirectWarranty Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137110, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
  I am willing to accept the company offer when it is paid, but it has not been paid to my account due to the fact that they have a pending charge for that amount which is owed to me.  The company need to look at the pending charges and make the corrections.

I am having someone from our accounting department contact this customer re the credit. Hopefully, they will be able to resolve this issue - Flo M[redacted] American Factory Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12387711, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11137110, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
  According to my credit card company, the company have to remove the pending charge from Nov. 2016 in order to show as a credit and not a charge.

I sent this complaint to the retail store manager in Baton Rouge. Per the manager and the customer's salesperson, the item did not come with a trundle and it was not included in the package price. It is a separate available unit. The manager has offered to sell the trundle at a 15% discount. The...

customer can contact their salesperson who is aware of the situation. We apologize is their was any confusion. - Very truly yours,  Flo M[redacted], American Factory Direct Warranty Service Department

This customer is set-up with our service technician for this coming Tuesday 12-6-16 to address both the issue with the table and the recliner. 95% of the time, the issues reported can be solved in the home. Anything that needs to be exchanged according to our technician will be.  Flo...

M[redacted]American Factory DirectWarranty Service Department

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.
I purchased the furniture in June and requested service in January, 7 months later. The defects/damages to the sofa and recliner is not due to normal usage for 7 months; so therefore I believe the furniture was no good at time of purchase. If I had known your furniture only lasts 7 months, I wouldn't have purchased it. I paid quality money for what I thought was quality furniture; but to have a broken recliner and sofa after only 7 months makes me believe I've been taking advantage of. I think it's only fair to give customers what they paid for; QUALITY FURNITURE!
Regards,
Patricia Carr