Fort Worth Billiards

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 dispute Please enter your reason(s) for rejecting the business response below.I am still very new to this, I had paid for the table to be re-assembled but when we got the snarky comment to make sure the licsened Brunswick dealer had to do it to keep our warranty we cancelled because we need to keepOur warranty [redacted] and I were satisfied with the discount and obliged, even after the sales team of Fort Worth Billairds had called us liarsEither way, we still needed it done and we wanted it done rightYes, he stands correct they have been operating for yearsIt seems I am not the only person who has been unhappy with their deceitful sales team, and every time someone says something negative about the company, the response is always "we have been in business for years." FWB is the only licsened Brunswick dealer in the area to come and put it back up for us to keep the warranty and they know thatSo when I went on there and just stated my opinion about the business to warn the other people to make sure they know what they are gettingThey pull back from re-assembling my pool table, with themKnowing if I have anyone else put it back up, I lose my lifetime warranty with Fort Worth BilliardsThey were still being paid for their service, and because I wrote MY honest opinion of [redacted] and [redacted] and how they conduct business, they cancelled their crew to come out and put my table up and called [redacted] and told him "if I were smart, I would have waited until the pool table was up." Still, since all this has happened my pool table is still sitting downstairs because I posted an honest review about the company from MY perspectiveYet, I can not put my pool table back up by any one else because I lose my warrantyI want my pool table up or I want them to come take it back and give me my full refund since they don't want to ruffle my feathers Regards, [redacted]

here is our side of the story.First, let me start by stating we apologize for the misunderstanding and misinterpretationbetween both parties. We strive and prioritize our customer service and will do our best to resolveany issues with our customers immediately. We received a call from [redacted]...

[redacted] requesting to havethe pool table moved that was purchased from our company at no charge just as stated by [redacted]The statement made by the claimant regarding the FREE dismantle move and assemble is totallyuntrue. Our employees do not get paid commission nor do they get any incentives to make a sale, weprohibit any high-pressure sales tactics, and if you google Fort Worth Billiards and read our reviews,they speak for themselves. I took the liberty to resolve the complaint by offering a discount, andthey mutually agreed upon, so I thought. The day after we dismantled the pool table, we receivednotice regarding a negative review about our company. (Below is the Google review) we alsodiscovered reviews that were also posted on Yelp, YP.com, and our Facebook page.Seems they will tell you ANYTHING to make a sale! We had planned on changing carpet in our home, so originally meand my husband went window shopping for pool tables, of course, the salesman asked what was stopping us frombuying, so we told him we were looking to change our carpet first. Well, he said they would come and move it if neededwith no charge if we bought that day. So of course we ended up buying a pool table. Then when it was time for them tomove the table 3 weeks later, they said we were liars and they would have never said that.. Blah ... Blah ... Blah!So, we gave in because we needed it done, they said they would charge 450.00 to take down table and re-assemble. Sowe said okay' THEN, we get charged 545 00!!! So my husband calls and AGAIN!! They say "we would never say that" soanyways! I am sooo frustrated with this company. I hate that they made a sale from me and my husband! We will NEVERreturn here. Make sure you record their voice when they tell you they will do something. The whole sales team are liarsThe comment was apparent that they were not happy with our store or service. "FREE LABORAND SERVICE" is unheard of in our industry, once a pool table is in place, it cannot be moved unlessit's dismantled. In this case, it needed to be taken downstairs temporarily, then taken back upstairsand reassemble. This procedure takes up to 3.5 hours using two employees to do so. We trulyappreciate their business, and we made every reasonable effort to satisfy them. Obviously, we couldnot satisfy [redacted], so we withdrew from completing the re-assembly process to avoid anyfurther discrepancies and to avoid ruffling any feathers due to her frustration. As for their warranty,we stand behind the Brunswick warranty as we are an Authorized Dealer should they elect to have usservice their table for such issues.In closing, I would like to state in our defense, we will make every reasonable effort to satisfyour customers, but that's "within reason." Fort Worth Billiards has been in business 63 years, andthat says something about our company. Over the years, several companies have closed their doorsbecause they did not provide the level of service that we have continued to excel in. To be honest,Mr. [redacted] was completely understanding, courteous and satisfied with our agreement to movethe pool table. [redacted] (not sure how they're related) was very rude to our employees andcontinued to badger us for not getting our service free. Finally, [redacted] revealed on socialmedia that she contracted an alternate Brunswick Dealer to re-assemble their pool table and werecompletely satisfied with their service.

My name is [redacted], co-owner and manager of operations. In response to claim ID [redacted] was issued a refund on October 19, 2015 in the amount of $252.50 for the pool tablere-assembly to their Wells Fargo financing account. This was the part of the contracted job that wedid not perform based as mentioned in the previous letter. Getting the letter from the Revdex.com datedNovember 4th and it stating that her table is not assembled and still needs to be, we are confused.According to a posting by [redacted] on Fort Worth Billiards Facebook page, we concluded that their pooltable was re-assembled by another Brunswick dealer. See below as copied from Facebook posting onSo if the letter from the Revdex.com is true, then the above statement is NOT TRUE? If the pool table is notcurrently installed, I will resolve the dispute per our original agreement. So the balance owed is$252.50, and if I have [redacted] word that this will be paid, we will complete the job.Note: By resolving this matter, we are not admitting wrong doing by such accusations, we are simplycompleting a job we were contracted for. I also ask that she doesn't expose any further informationvia social media. All work performed is guaranteed and will remain under warranty.[redacted]

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 dispute.
Please enter your reason(s) for rejecting the business response below.
They refunded the money, because they DID NOT re-assemble the pool table. They responded to my Facebook complaint and said. Be sure to use a licsened Brunswick dealer to re-assemble the table or the warranty is void. So, I cancelled the company I called because they were not a licsened Brunswick dealer. In fact, Fort Worth Billiards are the ONLY and I say ONLY Brunswick dealer in my area, and they KNOW that, which is why they want someone else to re-assemble my table so they do not have to deal with my warranty. Any other place that are even willing to come out and put the table up will charge an extra $50-$100 for traveling purposes. I shouldn't have to pay that every time I need something done with my table, because FORT WORTH BILLIARDS sold me the table. They no longer want to do business with me, so they can come take the table and give me my full refund of the table! Or they can credit my account at Wells Fargo the travel expenses every time I need something with my table done. They cancelled the job of re-assembling the table because I stated my HONEST opinion on their site, Google, and Yelp. They were so angry that I didn't have nice things to say about their customer service. I had my problem with [redacted] who sold the table, not the people who came out to take down the table or even the delivery people. 
Regards,
[redacted]

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 dispute.
Please enter your reason(s) for rejecting the business response below.I am still very new to this, I had paid for the table to be re-assembled but when we got the snarky comment to make sure the licsened Brunswick dealer had to do it to keep our warranty we cancelled because we need to keepOur warranty. [redacted] and I were satisfied with the discount and obliged, even after the sales team of Fort Worth Billairds had called us liars. Either way, we still needed it done and we wanted it done right. Yes, he stands correct they have been operating for 63 years. It seems I am not the only person who has been unhappy with their deceitful sales team, and every time someone says something negative about the company, the response is always "we have been in business for 63 years." FWB is the only licsened Brunswick dealer in the area to come and put it back up for us to keep the warranty and they know that. So when I went on there and just stated my opinion about the business to warn the other people to make sure they know what they are getting. They pull back from re-assembling my pool table, with themKnowing if I have anyone else put it back up, I lose my lifetime warranty with Fort Worth Billiards. They were still being paid for their service, and because I wrote MY honest opinion of [redacted] and [redacted] and how they conduct business, they cancelled their crew to come out and put my table up and called [redacted] and told him "if I were smart, I would have waited until the pool table was up." Still, since all this has happened my pool table is still sitting downstairs because I posted an honest review about the company from MY perspective. Yet, I can not put my pool table back up by any one else because I lose my warranty. I want my pool table up or I want them to come take it back and give me my full refund since they don't want to ruffle my feathers. 
Regards,
[redacted]