Grass Master

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Chair no Chad is correct He did order a new seat for the chair, but the replacement seat wasn’t any better than the original one It also sunk down low past the frame when you sat on it He added additional foam to the seat, but it did not fix the problem of the seat sinking down to the frame I don’t think this chair was assembled correctly when built The seat of the chair should not sink down through the framing when sat onThen [redacted] took the back of the chair to adjust the lumbar region Not sure what he did with that, but now it is as hard as a rock and when you try to adjust it, it protrudes out too far and there is no support above it now in the shoulder areaMy husband cannot sit in for any length of time and cannot lay back in it because of the lumbar area being too hard and sticking out like a big lumpYes the mechanical power parts work, but what good is this if the chair was not properly constructed at the manufacture?? Sometimes there can be a flaw in manufacturing it just happens, and I believe that is what happened with this chairIt should have been replaced from the start when it was first deliveredIt was definitely not right and did not sit the same as the one I tried out on the sales floor at Keystone Chair no [redacted] did put more foam in the lower back of the chair, because the head rest was bending my head forward too muchHe said that bringing the lumbar area out more would help with that It did not helpYes he tried a few different things after that to help with the headrest protruding out further than the rest of the chair back and to get me situated in the chair better, but nothing worked The last time he was to our house to service the chair, he said he would come back and pick up the seat to fill it with foamHe never did come back so when I hadn’t heard from him I called Keystone and talked to my salesman, that very same day [redacted] called and said he couldn’t do anymore for usSo the seat of the chair never did get changed after that [redacted] said that the chair was not a good fit for me If they knew that, why did they try to fix it instead of giving me credit to get a different one before they started to rip it apart? I do have some medical problems but that has nothing to do with these chairsWe have always had [redacted] chairs and have never had this kind of troubleWe never had to have service men come to the houseThey were always comfortable and worked wellSo I am not just a customer that likes to cause trouble and complainWe have been buying [redacted] for over years and never had any problems The chairs on the sales floor did sit nice, but the chairs that were delivered were not the same We cannot just sit back and be taken advantage of because we are retired aging seniorsChair was not correctly framed and built from the startWe should not be stuck with a chair that had manufacturer defects And chair was not a good fit for meAnd with the changes that were made, it still is not right And the seat was not raised to see if it might work a little better And yes, Comfort is a quality that people look for when buying new furnitureAnd Yes I believe all retailers would want their customers to be satisfied and would do what they need to make a sale right and justAnd if the chairs were manufactured correctly the retailer should not have to make so many service calls.We are looking for a refund on chair #for obvious reasons of manufacturer defects We would like a store credit for chair #2, as to find a better fit for meOr have you make some kind of effort to correct the situation They are of no use to us as they are We need to be compensated for this lost Keystone has to take some responsibility When you pay over $for chairs you expect them to be comfortable and of great qualityWe also expect the Retailer to stand behind their product You cannot expect us to be out $2,and have useless chairs Regards, [redacted] ***

September 25, Complaint # [redacted] When Mr [redacted] contracted service with us on 3/27/with Grass Master, we mailed him a scheduled service letter offering a 5% discount if he wanted to prepay for his scheduled services for the season Along with this prepay offer we also enclose a welcome letter (which clearly states the service is automatic from season to season), as we do for all of our new customersMr [redacted] pre-paid for services, which means he did in fact receive and read our welcome letterEvery season after that we sent two scheduled service reminders (once in October and again in January) with an offer to pre-pay, which also states that this was his scheduled services for the upcoming seasonWe do also offer a call ahead service to each of our customers when signing up for serviceMr [redacted] declined this offer at that time We came out and provided Mr [redacted] with his scheduled lawn care application on 4/9/He then called on 4/10/and cancelled the service with no mention of the disputed applicationWe then never received any response to the five statements, collection calls or two collection letters he was sent for the service renderedAfter several collection attempts were made, his account was then forwarded to collections We feel Mr [redacted] had several opportunities to contact us and didn’t until after the account was sent to collectionsIt is our decision to not credit this account at this time Regards, [redacted] Accounts Receivable Grass Master, Inc

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 Regards, [redacted] I did receive invoice for 2012/and I pre-paid it just because of the 5% discountBut I never got the welcome letter until few weeks ago, which is attachedAs you can see there was no date on the letter, which can't prove it was sent previouslyAnd furthermore, I pre-paid for the services, it didn't mean I read this welcome letter, I just ***'t understand what is the logic correlation betweenAnd again I pre­paid it because of the 5% discount, which did show on the invoice, which can prove I only got the invoice, but not the welcome letter, which was apparently made recently since there was no date on this letter And also my current lawn company always informs me ahead of any services at least days before to allow me to prepare, which Grass master never did In the response from the Grass master, which stated that ' We then never received any response to the five statements, collection calls or two collection letters he was sent for the service renderedAfter several collection attempts were made, his account was then forwarded to collections." ...which is not true, I called Gras master couple times and attempted to solve the issue, but they keep thinking I should be responsible for this

Chair 1Replaced entire seat with new seat from manufacturerAdded foam to lower back per customer's requestAdded foam to the new seat I replaced per customer's requestChair 2Foam to lower back as requested by customerFoam to seat as requested by customerPoly fill to head rest as requested by customerThese issues are all comfort related issues and personal preferenceThe customer has pre existing medical dificulties causing pain and discomfort as apposed to deffective materials or Workmanship causing the problems.The customer asked specifically for all the repairs I didI have been to the home at least times and nothing more can be done to either chair to help with comfort.These recliners both work perfectlyThey have powered mechanisms that work perfectlyAll mechanical and electrical components on both chairs work perfectly.The customers both sat in these chairs for a period of time on our sales floorThey both felt the chairs offered support and comfort and decided to purchase themI happily customized these recliners specifically to the customer's wishes using the best foam and fillng offered by my suppliersI simply cannot do anything else to help this situation.I imagine there are very few retailers that will personally tailor out of the box furniture for their customers' specific needsI imagine there are fewer retailers that will return to a customers home times to do it.Chad E.Customer Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Chair no
Chad is correct. He did order a new seat for the chair, but the
replacement seat wasn’t any better than the original one. It also sunk down low past the frame when you
sat on it. He added additional foam to
the seat, but it did not fix the problem of the seat sinking down to the
frame. I don’t think this chair was
assembled correctly when built. The seat
of the chair should not sink down through the framing when sat onThen *** took
the back of the chair to adjust the lumbar region Not sure what he did with that, but now it is
as hard as a rock and when you try to adjust it, it protrudes out too far and
there is no support above it now in the shoulder areaMy husband cannot sit in
for any length of time and cannot lay back in it because of the lumbar area
being too hard and sticking out like a big lumpYes the mechanical power parts
work, but what good is this if the chair was not properly constructed at the
manufacture?? Sometimes there can be a flaw in manufacturing…it
just happens, and I believe that is what happened with this chairIt should
have been replaced from the start when it was first deliveredIt was
definitely not right and did not sit the same as the one I tried out on the
sales floor at Keystone
Chair no
*** did put more
foam in the lower back of the chair, because the head rest was bending my head
forward too muchHe said that bringing the lumbar area out more would help
with that. It did not helpYes he tried
a few different things after that to help with the headrest protruding out
further than the rest of the chair back and to get me situated in the chair
better, but nothing worked The last
time he was to our house to service the chair, he said he would come back and pick
up the seat to fill it with foamHe never did come back so when I hadn’t heard
from him I called Keystone and talked to my salesman, that very same day *** called
and said he couldn’t do anymore for usSo the seat of the chair never did get changed
after that. *** said that the chair was
not a good fit for me If they knew
that, why did they try to fix it instead of giving me credit to get a different
one before they started to rip it apart?
I do have some
medical problems but that has nothing to do with these chairsWe have always
had *** *** chairs and have never had this kind of troubleWe never had to
have service men come to the houseThey were always comfortable and worked
wellSo I am not just a customer that likes to cause trouble and complainWe
have been buying *** *** for over years and never had any problems
The chairs on the sales floor did sit nice, but the chairs
that were delivered were not the same.
We cannot just sit back and be taken advantage of because we are retired
aging seniorsChair was not correctly framed and built from the startWe
should not be stuck with a chair that had manufacturer defects. And chair was not a good fit for meAnd
with the changes that were made, it still is not right. And the seat was not raised to see if it
might work a little better
And yes, Comfort is a quality that people look for when
buying new furnitureAnd Yes I believe all retailers would want their
customers to be satisfied and would do what they need to make a sale right and
justAnd if the chairs were manufactured correctly the retailer should not
have to make so many service calls.We are looking for a refund on chair #for obvious reasons
of manufacturer defects
We would like a store credit for chair #2, as to find a
better fit for meOr have you make some kind of effort to correct the
situation. They are of no use to us as
they are. We need to be compensated for
this lost. Keystone has to take some
responsibility
When you pay over
$for chairs you expect them to be comfortable and of great qualityWe
also expect the Retailer to stand behind their product. You cannot expect us to be out $2,and
have useless chairs
Regards,
*** ***

Chair 1Replaced entire seat with new seat from manufacturerAdded foam to lower back per customer's requestAdded foam to the new seat I replaced per customer's requestChair 2Foam to lower back as requested by customerFoam to seat as requested by customerPoly fill to head rest as requested by...

customerThese issues are all comfort related issues and personal preference. The customer has pre existing medical dificulties causing pain and discomfort as apposed to deffective materials or Workmanship causing the problems.The customer asked specifically for all the repairs I did. I have been to the home at least 6 times and nothing more can be done to either chair to help with comfort.These recliners both work perfectly. They have powered mechanisms that work perfectly. All mechanical and electrical components on both chairs work perfectly.The customers both sat in these chairs for a period of time on our sales floor. They both felt the chairs offered support and comfort and decided to purchase them. I happily customized these recliners specifically to the customer's wishes using the best foam and fillng offered by my suppliers. I simply cannot do anything else to help this situation.I imagine there are very few retailers that will personally tailor out of the box furniture for their customers' specific needs. I imagine there are fewer retailers that will return to a customers home 6 times to do it.Chad E.Customer Service Manager

Contracted with [redacted] to do $37,050 worth of landscape work in back yard. During the work, one of the 4 retaining walls he installed collapsed. He put it back up and said he fixed it. The wall has continued to sink and he has been unresponsive to correcting the problem. Had a company from [redacted] look at the walls and they found they were all leaning. This request is to be reimbursed for the cost of repairing the 2 upper walls. The quote from [redacted] (to install correct footer) is $14,487. This does not include the repair of the lower 2 retaining walls.Product_Or_Service: landscape renovationDesired SettlementRequest reimbursement for the $14,487 it is costing me to have the retaining walls repaired.