FirstSTREET for Boomers & Beyond, Inc.

Review: my complaint is first street have a 100%satisfaction guarantee if you are not happy we are not happy we will exchange your purchase or refund your money.I am not happy with the way my lift chair was deliver because it was to be white glove deliver the chair make noise and it is not what it was told to be.Desired Settlement: I would like my refund because I have contact the company but they are given me a hard time .my next step is to go on social meders face book . I hope we can take care of this problem .

Business

Response:

Hello: Thank you for your inquiry on behalf of [redacted], [redacted]. Mr. [redacted] contacted us on 5/5/16 indicated his desire to return the Perfect Sleep Chair; our policy is that these chairs can be returned within 60 should they arrive damaged or defective in any way. Mr. [redacted] contacted us again later in the day indicating that his chair was defective. A Return Authorization was set up and arrangements have been made to have the chair returned. Upon the chair's arrival at the warehouse, it will be inspected and a refund will be issued to Mr. [redacted]' original form of payment. Should the chair be deemed damaged or defective, a full refund will be issued. Should the chair be deemed to be free of damages or defects, a refund of the amount Mr. [redacted] paid will be issued, less original and return shipping.If I can be of further assistance, please feel free to contact me.Best,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I ordered a chair from them on 10/05/2015 and it was delivered and did not work. So, they shipped it back and fixed the remote on it and RE-delivered it. And when it arrived I could tell immediately this was NOT the chair in their advertisement on the way the chair reclines ALL the way back and helps people who have health issues. The salesman "[redacted]" REASSURED me this is THE chair in the advertisement! Well, it wasn't there are only 2 styles that offer the full reclined position. I have contacted them 3 times and not once can I talk to "[redacted]" who sold me this under FALSE advertisement! The chair was $1999.00 + shipping! total $2198.00 They only RETURNED $1799.00 of my refund. My husband has talked to them too, they will NOT return our request on an answer WHY they kept 400.00 . Thank You Mrs. [redacted] P.S. They never once sent me and order form of make and Model!Desired Settlement: My FULL refund on this account.

Business

Response:

Thank you for your inquiry. After reviewing the sales call, it would seem that there was a misunderstanding. Because of the customer's girth, the agent placed an order for a larger chair. Unfortunately, the chair ordered does not lie as flat as the chair the customer originally called to inquire about. Because of the misunderstanding, we have issued a credit in the amount of $400.00 to the credit card on which [redacted] order was originally billed. Thank you again for your inquiry. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I contacted [redacted] in March, 2013 in regards to finding more information on their walk in hot tub. I was contacted by [redacted], part of First Street for [redacted], to set up an appointment. I met with a salesperson, [redacted], in April, 2013. [redacted] walked through my home including the bathroom where the tub was to be installed and my basement where he looked at my plumbing and hot water heater. He then gave me his sales pitch and I ended up purchasing the tub with installation to be set for June 24, 2013. The installation went fine and after they were done I paid the balance and received the tub manual. After waiting the appropriate time period I tried my new tub and to my surprise I ran out of hot water. I tried the tub again two nights later and made sure no hot water was used and again I ran out of hot water before the tub was half full. I then read through the manual left completely where I found [redacted] for the tub where it states that the Water Heater Capacity minimum requirement is a 50 gallon tank and I have a 40 gallon tank. I was fraudulently sold a tub that the salesperson knew fully well that my water heater would not be adequate. I contacted [redacted] who registered my complaint and informed me that I would have to contact the company would sold me the tub. I did contact them and they gave me some suggestions which I did try, but to no success, I still ran out of hot water before the tub was three quarters full (still not high enough to run the jets).I also contacted my plumber and tried his suggestions, but he was not to hopeful that anything would work with just the 40 and he was correct. I have requested from [redacted] to remove the tub and refund my money. They tried to give $500 towards a new hot water tank which I refused. I will only accept the tub out and a full refund. If I had been told at the start about the minimum specifications on the hot water heater I NEVER would have purchased it at this time.Desired Settlement: I would like the tub removed within two weeks with a full refund issued prior to removal of the tub.

Business

Response:

Thank you for your inquiry on behalf of [redacted]:

This complaint does not involve firstSTREET for [redacted]. (“firstSTREET”) or its subsidiary, [redacted]. (“[redacted]”). [redacted] contacted [redacted] in response to an advertisement for a [redacted] referred **. [redacted] to one of its dealers, [redacted], which does business as [redacted] is not an affiliate or subsidiary of firstSTREET or [redacted]. However, [redacted] looked into [redacted] complaint and is happy to provide a response.

Most customers with a 40 gallon hot water tank have no problems using the [redacted] and find that it provides an adequate amount of hot water. in this case, [redacted] indicated that her hot water tank was not sufficient for the tub. Accordingly, [redacted] has tried on numerous occasions to rectify this issue with [redacted] over the phone. In fact, in its most recent correspondence to [redacted] via [redacted] advised [redacted] that it would install a brand new energy efficient water tank at the size recommended by [redacted] (50 gallons or greater) at no cost to [redacted]. This should correct the problems of an inadequate amount of hot water for the bathtub. [redacted] stands ready to begin this installation at [redacted] earliest convenience. We trust this will resolve the issue.

Best Regards,

Associate Director

Customer Service

firstSTREET

Review: I ordered the Perfect TV Chair on 11-7-2015 and was told it be here in 2-3 weeks. it is now 1-14-2016. After numerous phone calls basically all I've gotten is the response we'll get right on it and get back to you .They delivered a chair on 12-30-2015, but it was not the chair I ordered. I refused delivery and called first street to tell them.

On Nov. 7, 2015 I ordered The Perfect TV Chair from First Street, paid in full with my credit card. Was told 2 to 3 weeks for delivery. by mid Dec. I called and was told to expect delivery on Dec. 16.

Since then after numerous phone calls, none of them returned, I did get a chair on Dec. 30, however it was not the chair I ordered. I refused it and called FirstStreet to tell them what happened. At this point they are telling me the manufacturer says they sent the right chair and he wants pictures of the chair I refused to prove what I am saying. at this point I am very frustrated, I want my chair.Desired Settlement: I just want the chair delivered in a timely manner and an apology would be nice.

Business

Response:

Hello: Thank you for your inquiry on behalf of [redacted] Williams. I spoke to Ms. [redacted] a short while ago and addressed her concerns. A replacement chair is being manufactured and shipped to her as soon as possible. The incorrect chair was shipped to Ms. [redacted] and we will ensure that the correct chair meets with her satisfaction.Best Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I ordered a lift chair from first Street in [redacted] on Nov 11, 2014, with the understanding that if I returned it I would be refunded what I paid $2123.00, minus $200.00, which I assumed was return shipping charge. The chair was delivered on Dec 18, 2014. I tried the chair and was not satisfied that it was for me. We called first St & they made arrangements to have the chair picked up. The same CO. that delivered the chair picked it up on Jan 14, 2015. Today is Feb 11, 2015 and I haven't heard anything about my refund. Also can't reach first Street bi email or by phone.Desired Settlement: My next step would be with my attorney and/or The Texas Attorney General

Business

Response:

Hello and thank you for your inquiry on behalf of [redacted]. I spoke with [redacted] today and explained our refund process and the associated timeline. I was able to confirm that the return of his chiar was received just today at our warehouse in [redacted]. In the interest of good customer relations, we have issued the refund to his credit card today. The refund in the amount of $1923.00 should appear shortly on his credit card statement.Best Ragards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you a[redacted]

Regards,

Review: I purchased a power lift chair for my terminally ill mother in a nursing home. I was told the chair was a leather type of fabric and suitable for an incontinent person. after the chair was delivered Golden manufacturer told me I needed a vinyl fabric. First Street does not sell that type of chair so I could not exchange it. There is a 30 day guarantee and I call on June 8th for a return which was within about 5 days of delivery. they did not pick up the chair until about July 5th or 6th. I had to put the chair in storage at the nursing home since my mother could not use it. as of September 8th I have not received a refund of my money. I have repeatedly called and was told First Street did not have a return verification from the manufacturer. I have witnesses from the nursing home who will state the chair was picked up by the delivery company. First Street will not honor the return guarantee that is on their website.Desired Settlement: I would like a full refund of my money.

Business

Response:

Hello, and thank you for your inquiry on behalf of [redacted]. We apologize for any delay she has experienced in receiving her refund for the return of this chair. While we have yet to receive confirmation from the manufacturer that the chair has been received in their warehouse in good condition, have taken the liberty of issuing the refund to her [redacted] for the full amount billed, $2123.00. Thank you again for contacting us.Best Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I ordered hearing aids over the phone [redacted] on May 29, 2015 and they deducted $717.95 out of my checking account. When the hearing aids arrived I did not like them so I returned them to the address sent on June 5, 2015 and have tracking numbers to prove the return.

original shipping tracking number is (the online thinks this is a credit card number and will not allow the tracking number) from First Street

I have checked several times with Post office and UPS and both say the package should be in First Streets possession months ago, yet First Street will not acknowledge receiving it and refuses to refund me my money.

I feel they are taking advantage of senior citizens and that this is a scam against seniors (I am 87 yrs old)

I have requested my money back several times and they will not refund me.Desired Settlement: I wish to have my money back as I am on a set income and cannot afford this loss.

Business

Response:

Hello, and thank you for your inquiry on behalf of [redacted]. I am pleased to respond. [redacted] was ordered on 5/28/15. The customer contacted us on 6/2/15 inquiring when the unit would be received; we adived the customer that the unit should be received on or about 6/6/15. We received a call from the customer on 6/24/15 indicating that the unit had been refused by the customer's mother. On 6/25/15, we advised the customer that we cannot be responsible for mail that is refused; the product must be returned to our warehouse before a refund is issued; we advised the customer to work with her post office to locate the unit and ensure that it was returned to firstSTREET. On 6/25/15, we recieved an email from the customer indicating that the post office could not locate the refused delivery. We contacted our returns division and requested that the returns processors be aware of the refused shipment and advise as soon as it was received. On 7/6/15, we received another email from the customer's daughter inquiring about the return; again, we advised that it had not been received in our warehouse. To date, we have no record of receiving the return. I believe the tracking number the customer references is the original tracking number that we used to ship the product to her. It does not track refused packages. On 1/26/16, we received another email from the customer indicating that it was her intent to report us to your organization and to make negative comments about firstSTREET in social media.While I am very sorry for the customer's situation, I am not able to refund a customer for a product that we have not received.On 6/25/15, I refunded the customer for the warranty that her mother had purchased; the amount of that refund was $99.00. Best Regards, [redacted]

I ordered a Lighted Full Page Reading Magnifier on 2/13/2016 and still haven't received it. I emailed customer service after the 10 days they specified and they told me it was on back order and will be sent out in the next 2-3 days. Never received an email about shipping yet. Today I called the customer service and the person told me they are on back order until tomorrow. I told her that is what they told me last week. They have taken my money out of my account, but are very poor at communicating with their customers.

Review: My Dad, T[redacted]), purchased a Perfect Choice Personal Sound Amplification Device on January 19, 2015. They promised a 90-day return policy and refund of the purchase price. Almost immediately after receiving it, he returned it without calling the company to get a return authorization. He took the package to the Post Office in Portage, IN, and sent the package back to the company and has since misplaced the receipt from the Post Office. It has been more than 30 days and he still has not received his $598.95 credit to his checking account (he purchased the device using his debit card). Dad (84 years old) has been hospitalized for a week with pneumonia and really needs that money returned ASAP. We have called the company 3-4 times in the last month and still have had no luck in getting his money back and it is causing great anxiety and some financial difficulty for him. I am wondering if you can assist in this process at all. I believe that they take advantage of our senior citizens and prey on their vulnerability and are dragging their feet in this matter.Desired Settlement: We would appreciate the $598.95 returned to [redacted]'s account ASAP, and a phone call from the company stating that this has been done.

Business

Response:

Hello, and thank you for your inquiry on behalf of [redacted]. Mr. [redacted] indicated that he returned his unit without requesting a Return Authorization from fristSTREET. We requested tracking information that from Mr. Bivens and from his daughter on two separate occasions. They were unable to provide tracking information to us. We still have no record of having received the return. However, in the interest of good customer relations, and prior to my receipt of your communication, a refund in the amount of $579.00 was issued to his cc today. We do not refund original shipping. The credit should appear on his cc statement within the next few days.Best Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: In early 2012, my mother[redacted] purchased a [redacted] computer. This customer has continued to collect $9.95 from [redacted] since then and has only stopped when I called to cancel the subscription today, 4/1/14. My mother has never used the service and NEVER understood what she was purchasing. The company calls my mother regularly trying to up-sell items and various products. They can clearly tell that she is "not in the frame of mind" to purchase anything. My mother has stage 4 lung cancer AND has since had a heart attack. This company and their employees take complete advantage of the elderly to secure their commission! They need to stop. They need to refund my mother her money!Desired Settlement: A refund in the amount due of $9.95 X 15 months which totals $149.25 - that is for all of 2013 and Jan-March of 2014. I think that is fair since they started charging her in 2012.

Business

Response:

Hello and thank you for your inquiry on behalf of [redacted]; it is my pleasure to respond.

[redacted] purchased the [redacted] computer on 8/23/12. I have taken the time to review the original sales call. The agent clearly explained to [redacted] that she would receive 60 days of free VIP service and after that time the charge would be $9.95 per month. Further, he explained to her that she was under no obligation to continue with that service and that she could, at any time, contact our office to cancel the service. Both the charge for the computer and the recurring monthly charges were billed to her debit card according to the sales call where she called us to place the order.

The first monthly VIP charge of $9.95 was billed on October 26, 2012, and have recurrred monthly since that date. [redacted] daughter contacted us on 4/1/14 to inquire about the charges. At that time, and at her request, we cancelled the VIP service. [redacted] daughter asked for a refund of VIP charges be refunded; we were unable to honor her request.

In the interest of good customer relations, I will have the January, February and March, 2014, charges totalling [redacted] credited back to the [redacted] Debit Card ending in [redacted]. There will be three credits of [redacted] each.

Best Regards,

Review: I bought a computer over the phone. They lied to me about what it would do. They said that I could still use my [redacted] program on this new computer. They said that I could still us my e-mail account from[redacted], and that I could still take classes based on the windows system to help me use this new computer. They said that I would have 2 months to use the computer and that If I was not satisfied that I could send it back and get all my money back. None of what they told me was true. They are now holding back $90.00 of my money for delivery charges. They would not discuss an itemized list for this $90.00 and just said that that would be all I was getting back. I told them that I was lied to to get me to buy the computer and they would not discuss that either. they only said that that is all I would be getting back was the $90.00. and refused to discuss anything else.Desired Settlement: I would like to get the rest of my money back. ($90.00)

Business

Response:

Hello and thank you for your inquiry on behalf of [redacted]. I have reviewed the call and while the agent shared accurate information with the customer, it does not seem that she ensured Ms. Powell's understanding of the information she intended to communicate with her. However, because of any misunderstandings and because[redacted] was unable to move her old email address to the[redacted], I am happy to credit her[redacted] Card in the amount of $89.85, which represents the original shipping of $49.95 and return shipping of $40.85 which were originally deducted from her refund. This credit should appear on her credit card statement.Thank you for your time and attention.Best Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: . Our credit card (us) was charged one day after the order was placed which was not revealed in advertising or our first phone contact with firstStreet on 11/22/14

. The order was placed 11/12/14 Order #[redacted] Drop ship PO# [redacted] with the promise of delivery within 14 business days which is today taking into consideration Thanksgiving.

. Our credit card was debited the total amount on the next day after order was placed

. Now - today- we again had to follow up on this order only to discover the company we spoke with is simply an order-taking business as well as money taking operation. The order taking operation is just that - take the order, take your money then forget you. No customer service follow up was made regarding the status of our order, e.g.[redacted]. They give marketing a bad name.Desired Settlement: Credit our account for the amount and charge us upon delivery.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Business

Response:

Thank you for your inquiry on behalf of [redacted] his wife and I have been in contact several times since 12/4/14. He has now received his chair and finds it satsifactory for his needs. Should you contact him, I am confident that he will substantiate this.Best Regards,[redacted]

Review: I purchased a recliner for which I paid in full; the chair was not satisfactory; I returned the chair in a timely manner; they received the chair in a timely manner; I have not received my refund after several calls.Desired Settlement: refund ASAP

Business

Response:

Hello, and thank you for your inquiry on behalf of [redacted]. Please assure Ms. [redacted] that a refund in the amount of $1799.00 was issued back to her checking account today; it can take her bank a few business days to credit the account. We apologize for the delay; due to unforseen circumstances, our receipt of return confirmation was delayed from the manufacturer.

Best,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: We ordered a chair from them and the chair was awful. When ordering the chair we were told there was no restocking fee. When we returned the chair it took 3 months to get a refund and they charged a $200 restocking fee.

We feel that was wrong because we were told there would be no fee if the chair was returned.Desired Settlement: We would like our restocking fee refunded to us.

Business

Response:

Hello, and thank you for your email regarding [redacted] I spoke with Mr. [redacted] on 12/28/15 and issued a credit to his credit card the amount of $299.00. This refund, in addition to the refund issued previously, amounts to a 100% refund of all monies paid to firstSTREET originally.

Thank you for your inquiry.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: First call they told her they can't make the order, but they had a recording this is what we ordered, the [redacted] sold [redacted] to be delivered May 2, 2014. Never recieved [redacted], delivered a recliner instead, [redacted]) looked at order & retured same day. it was not same bed. May 12, 2014.) 12 calls all lied about refund.Desired Settlement: Would like to have the [redacted] I ordered or have my refund.

Business

Response:

Hello and thank you for your inquiry on behalf of [redacted].

[redacted] placed her order on 4/21/14 with [redacted]. I reviewed the call on 5/13/14 and it was clear that there was a disparity between what [redacted] intended to order and what the sales agent understood that she was ordering. [redacted] wished to order 'the bed that turns into a chair.'

While I understand that [redacted] wished to order the [redacted] whose cost was $4999.00, the order was entered for the [redacted] at $1999.00, prior to [redacted] placement of her order, we had discontinued sales fpr the [redacted], so we were not in a position to place a new order for the [redacted]. When [redacted] contacted us, arrangements were made to have the chair returned to the warehouse and a refund issued.

Under normal conditions, refunds are issued directly to to customer account from which they initiate. [redacted] paid with an electronic chaeck. At her request, a paper check was mailed to her for $1999.00 on 6.10.14. The check number is [redacted].

Should the check not arrive in a timely fashion, please suggest to [redacted] that she contact me directly.

Best Regards,

Consumer

Response:

I have reviewed the 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.

The consumer called and stated that she did receive the refund but she was told that she had ordered the bed and not the chair.

Regards,

I was very pleased with service that First Street provided. The hearing aid was not quite what we needed and they accepted it back under their return policy. Very professional and courteous treatment by their representative Sean. Thanks. Roger M[redacted], CA

Review: THE WEBSITE FOR FIRST STREET ADVERTISES THAT "WHITE GLOVE" DELIVERY AND SET UP SERVICE IS INCLUDED IN THE SALE, YET I WAS CHARGED AN ADDITIONAL FEE FOR THIS SERVICE WHEN I PURCHASED THEIR SLEEP CHAIR AT $2000.00. THE SERICE IS MENTIONED IN THE 4TH BULLETED ATTRIBUTE FROM THE TOP, AND AGAIN AT THE BOTTOM WHEN THEY CLAIM TO "TAKE CARE OF EVERYTHING."Desired Settlement: I BELIEVE THAT I HAVE BEEN CHARGED FOR THE 'WHITE GLOVE" SERVICE AND SET UP AND I REQUEST THAT THE Revdex.com INVESTIGATE A REFUND. I ALSO THINK FIRST STREET NEEDS TO AMMEND IT'S WEBSITE TO CORRECTLY REFLECT REALITY AND THAT THE Revdex.com SHOULD INSIST ON THIS.

Business

Response:

Hello: Thank you for your inquiry on behalf of [redacted] placed her order on 2/7/15 when speaking to a telephone sales agent. The agent clearly explained to her the cost associated with our white glove delivery service at the time the order was placed.[redacted] indicated that her call to our sales agent was the result of her inablitity to select the color chair she desired when attempting to place the order via our webstore. Had [redacted] been able to successfully place the order on the website, white glove shipping would have been explained, as it was explained by the sales agent, and the charge would have been added to her purchase.[redacted] was provided a total which included the cost of the Sleep Chair and the white glove delivery charge when she placed the order with the agent.For these reasons, we are not able to make any adjustmests to the white glove delivery charge for [redacted]Best Regards,[redacted] ?

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] MY COMPLAINT THAT THE WEBSITE FOR FIRST STREET HAS FALSE INFORMATION WAS NOT AT ALL ADDRESSED IN THEIR RESPONSETHE GENTLEMAN WHO TOOK MY CALL WAS VERY PROFESSIONAL AND LISTENED TO MY COMPLAINT THAT THE TEXT OF THE WEBSITE IS MISLEADING. HE ENDED THE DIALOGUE BY SAYING HE WOULD SEE WHAT HE COULD DO ABOUT THE WHITE GLOVE FEE. I SINCERELY HOPE THIS DOES NOT REFLECT BADLY ON HIM.I BELIEVE FUTURE CUSTOMERS NEED TO KNOW ABOUT THIS FALSE ADVERTISING. I TEND TO BELIEVE WHAT I READ AND TO MAKE MY CONSUMER DECISIONS ACCORDINGLY. I KNOW NOW TO AVOID ANY FUTURE PURCHASES FROM FIRST STREET AND I BELIEVE IT WOULD BE IN CONSUMER'S BEST INTEREST TO WARN THEM AWAY FROM IT AS WELL. I BELIEVE THE Revdex.com SHOULD PROVIDE CAUTIONARY COUNSEL TO THAT ISSUE AS WELL.

Review: My father was 92 and purchased a hearing aid (with questionable extended warranty), in February of 2012, and had DEMENTIA. He died in September of 2012 FROM DEMENTIA. His hearing aid is still in tact in the box, and has never been taken out of the box. NEW. My daughter and I were in and out of hospitals with my father from June of 2011 through all of the year of 2012 until he passed away. He was in rehabs quite a bit of the time, due to his mental status and physical decline. I have made several attempts to get a refund on the questionable purchase of this over a thousand dollars hearing aid. There is a tape recording, as I have been advised by First Street, of the PURCHASE conversation. However, First Street has claimed several different reasons for not allowing my family and I to listen to the tape between the sales agent and my elderly 92 year old father. I contacted First Street 4 times on the phone, and 2 times via [redacted] Mail. I have all green receipts of signatures from First Street. I contacted First Street on the phone yet again yesterday, to request AGAIN to have the family hear the tape recording of my father and sales agent from 2012. I was denied access yesterday, via phone conversation with [redacted], to listen to the tape. We have been given several different reasons concerning why we cannot hear the tape. One of them was "privacy issues", although now that my father is no longer alive, and we have all information concerning his estate, there are NO LONGER PRIVACY ISSUES. Another reason, stated yesterday by [redacted], was that she was not required to let us listen to this tape, including telling me that if I contacted the Revdex.com, that they would tell me the very same thing. I am Executor/Executrix of my father's estate, and the family deserves an answer to this puzzle. I didn't acquire Executor until March of this year (2013). We went through important documents, and found the hearing aid that my father had purchased, unopened. He was not capable of making monetary decisions of this magnitude, and we know he would have gone through a doctor in order to get a hearing aid, as he enjoyed the doctor route very much. There are many other issues concerning my father's mental state (Dementia) that I will get into at a later date. I mentioned the EXTENDED WARRANTY that was on the bill from my father's purchase to [redacted], and she immediately offered to send us a $99.00 refund for the warranty, yet refused to refund the entire price of the transaction. We are not satisfied with this decision, although I told her she could send a $99.00 refund (which I don't trust them to do, anyway). She said they would apply it back to my father's debit card, although the card and account have been closed. The family, as a while, does not believe this was a valid contract, due to my father's age and DEMENTIA, and we are certain FIRST STREET is hiding sales' practices, (which may have been high pressured) with denying us access to the tape recording. What good is the tape recording of customers, if the procedure is only to PROTECT First Street, and not it's consumers, also. We feel my father was taken advantage of, due to his age, and we will not rest until this matter is settled.Desired Settlement: We not only want a FULL REFUND, but we also want to hear the tape recording between my father and First Street. If they have nothing to hide concerning their sales presentation, then they should not be worried about our family hearing the tape.

Business

Response:

Dear [redacted]:

Thank you for your inquiry on behalf of [redacted], Complaint [redacted], regarding a [redacted] purchase made by [redacted]. I am happy to respond.

[redacted] ordered the [redacted] on 2/19/12; I have just reviewed the call again and there was no indication on the call that [redacted] was suffering from memory issues during the call. During the course of the call, the agent mentioned on more than one occasion that the product comes with a 60-day money back guarantee. The advertisement that prompted [redacted] call also mentioned the 60-day trial period. [redacted] paid for the product using his [redacted].

We received a call from [redacted] daughter, [redacted], on 3/12/13 requesting to return the [redacted] units. The agent explained that the trial period had expired many months prior. At that time, [redacted] indicated that her father was suffering from dementia and did not know what he was doing. The agent suggested that [redacted] was, just from the order, able to provide his credit card information and address for shipping. The agent then suggested that she would forward the information to her manager and request that the sales call be reviewed for any indication that [redacted] was not clear in his understanding of his actions. If that was found to be the cases, further consideration would be given to her request. The call was reviewed and [redacted] seemed to be of sound mind in his questions, comments and responses to questions asked of him.

We contacted [redacted] on 3/14/13 and let her know the results of [redacted] call to firstSTREET; we let her know that we would not be able to accept the return of the [redacted] units. [redacted] requested to listen to the recorded call and the agent explained that we do not provided recordings of our phone calls. The same request was made to us on 3/18/13 by [redacted]; again we let her know that we would not provide her with the recording. I attempted to reach out to [redacted] on 3/28/13; there was no answer and the voice mail box was not able to accept messages. [redacted] contacted us again on 8/27/13 and she was again told that we would not make the original sales call available to her. While we record 100% of all inbound sales calls, these calls are proprietary to firstSTREET and are for internal use only.

I contacted [redacted] on 8/27/13 and again indicated that we would not be able to accept the return of the [redacted] units. In the interest of good customer service, I offered to refund [redacted] for the cost of the 3-year replacement guarantee. That refund was issued on 8/27/13 in the amount of [redacted] and should appear as a credit on the card. If the card is no longer valid, the customer should contact the bank for a refund.

Thank you again for your inquiry. If I can be of further assistance, please feel free to contact me.

Best Regards,

[redacted], CS Manager and Associate Director, firstSTREET

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.] The family and I are adamant about hearing the tape recording of my father and the sales representative. We are not even sure that he MADE the initial call, and as we have stated all along, he HAD DEMENTIA, and was not capable of making monetary decisions of this magnitude. We believe First Street is hiding something from us by not allowing the tape recording to be heard. It is definitely not good business practice for a company to tape their consumers/customers, and hold access of that tape to their benefit only. We also want a full refund, due to the extenuating circumstances of this case. When I made my initial call to First Street, I was told that they listened to the tape and that the sales agent had spent a LONG TIME explaining about the hearing aid to my father. They went "over and over" information with him. This tells me that he DID NOT UNDERSTAND what was being said to him, and he also couldn't HEAR what was going on.

Regards,

Business

Response:

[redacted] from the company called about the customers refund. She stated that the refund was issued on August 27, 2013 to a [redacted] ending in [redacted] This was the same [redacted] that was originally billed. She also stated that the expiration on the [redacted] was [redacted], so the bank may have issued a refund check to the estate of [redacted], but the bank did accept the payment from them on 8/27/2013.

Consumer

Response:

I have reviewed the 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted]THE BANK CLEARLY STATED TO ME THAT THEY DID NOT HAVE ANY SUCH REFUND....I WANT THE COMPANY TO SEND IT TO MY HOME ADDRESS....I WOULD ALSO LIKE TO SEE PROOF FROM [redacted] OF THE BANK ACCEPTING A [redacted] REFUND FOR [redacted].

Review: "Aging in the Home Remodelers" has sales force who comes to home and sells the "[redacted] Walk in Tub". The [redacted] product is excellent! But the sales rep is not fully qualified and the installers also are not fully qualified. The installation was very poor and had some problems that needed to be corrected by [redacted] service person.Trying to contact the General Mgr, Customer Service Mgr. & the Midwest Product Mgr. was very difficult to reach either by telephone &/or email. The above persons had to contacted in the office in [redacted] at [redacted]telephone; [redacted]. The company would not give itemized receipt for product and installation. I did receive a receipt about a month after my request.Desired Settlement: This company places advertisements in publications for health & senior citizens. And I trusted the publications but not the end results with the company. The public should be aware of this company.

Business

Response:

Dear [redacted]:

Thank you for your correspondence regarding [redacted], ID [redacted].

Please express to [redacted] our gratitude for her feedback regarding the [redacted] Walk-in Tub. We are very pleased that she is happy with the quality of the product itself. However, we are particularly grateful for her feedback regarding the service she received as it is most helpful in ensuring that overall customer satisfaction as it is always the goal of Aging in Home Remodelers to provide total satisfacton to their customers.

Her feedback is being forwarded to the management team of Aging in Home Remodelers for investigation. Please assure [redacted] that feedback is taken very seriously and appropriate action is taken ensure that customers have a satisfactory experience regarding product, sales and service.

If [redacted] conerns have not been addressed fully, I would urge her to contact Aging in Home Remodelers directly at [redacted].

With Kind Regards,

[redacted],

Customer Service Manager, firstSTREET

I ordered a product and selected overnight delivery (cost more than the item, but delivery was crucial) A hold was put on my bank account and no email confirmation was sent. Item did not deliver, gave it several days. Nothing. And, no notification from FS. I called and was told that the item became unavailable at time of packing to ship (that same day it was ordered) No notification from FS. I was going to cancel, but person who was helping me, apologized, discounted the overnight shipping fee and said it would go out on a specific date the following week and would arrive NEXT DAY. It never delivered. NO NOTIFICATION FROM FS. Nothing. There communication hours via phone or live chat are limited. week days 9-5. I tried to fill out the live chat information…knowing I will not get an answer until Mon. today is Sat. And, live chat form has a limited amount of lines. They really don't want to communicate with customers at all (is my impression) This company cannot be counted on to communicate with their consumer in any of the basic ways that other companies have made a standard.