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Hansen Construction Inc.

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Reviews Hansen Construction Inc.

Hansen Construction Inc. Reviews (20)

Initial Business Response /* (1000, 5, 2016/01/11) */
Contact Name and Title: ***
The RoomPlace was disheartened to learn of our Customer's concern and apologize for such a perceptionFor a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the
original purchaser that merchandise will be free from defects in materials and workmanship under useThis warranty shall apply only if you and the affected item is in our service areaIf The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection)If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective itemIf the item chosen is of greater value than the one being replaced, the Customer will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace's determination of the claimOur records indicate that the merchandise in questions was delivered 7/1/Customer contacted us to report one cushion had more density than the othersUpon inspection, 9/7/15, the service technician indicated that there is no visible or concurrent variance in the cushion density look or feelIn the genuine interest of Customer service, we are happy to review photos of the set to determine if there are any new visible variations in the seat cushion density or dispatch an independent service technician to conduct a thorough inspection in the Customer's homePlease let us know preferred option so we can proceed with a prompt resolution to our Customer's concernsWith much respect, *** ***, Customer Care Operations Manager
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for respondingIt is very disappointing that I had to contact the Revdex.com to get a decent response from The Room PlaceSince September, I've tried to resolve this issue without successI cannot forget the rude behavior displayed by NealI will not forget being called a liarChristmas day was the epitome of embarrassmentA guest sat on the chase and sank into the back of itI have submitted pictures but The Room Place have failed to respondI purchased this furniture with the understanding that it was a sound piece made for comfortIt is neitherIt is because I've had to endure six (6) months of discomfort while The Room Place contemplated whether or not they would address the fact that the furniture has defects, I do not wish to do any future business with this companyThe next piece may be defective as wellTherefore, will you please credit my account and remove the furniture from my home?
Sincerely,
Ms***
Final Consumer Response /* (3000, 17, 2016/04/05) */
***Document Attached***
0098, 0104, - The chase Sinking into the back of the sectional
- Chase cushion too shortThe top pillow rest behind the chase cushion
- Chase sinking into frame
- Please note (the pillow and chase to the left are lower than the others)
0112, - The springs are visible
- The pillows are supported by the frame, not the springs (please note sagging area)
0119, - More of the same, chase lower than other cushions, uneven, distorted pillows
- This is a better view of the chase cushion and distortion of pillows
0126, 133, - These are holes/gaps that are very visible from feet
0145, 0146, - The springs are visible
- The cushions are supported by the frame vsthe springsThis is very difficult for seating and comfort
0150, - This is a better view of the holes/gaps in the sectional
Final Business Response /* (4000, 20, 2016/04/09) */
The RoomPlace is disheartened with the Customer's pperception and apologize for not meeting her expectationWe attempted to contact her to schedule a pick up on Saturday, 4/9/however the phone was not taking incoming callsIn the genuine interest of Customer service and as a one-time voluntary accommodation, The RoomPlace will pick up the merchandise provided there is no damage, stain or soil on product for refundThis offer is final and expires on Friday, 4/15/We will attempt to contact Customer to schedule a pick by above dateBest regards, *** ***

Initial Business Response /* (1000, 5, 2016/08/19) */
The RoomPlace is saddened by our Customer's perceptionAt time of purchase, the Customer elected the financing through a third party provider, Comenity bankDue to consumer protection, The RoomPlace does not have any access to the Customer's
account or payment historyThe payments are made to the bank direct and any and all information as it relates to the account billing / mailing address is provided by CustomerAs with most accounts, late charge incurs in accordance with the plan guidelines when payment is not received by due dateThe RoomPlace is unable to make any adjustments to the Customer's account as it relates to her late fee removalIn an effort to continue our historic service levels, The RoomPlace in the genuine interest of Customer service and as a one-time voluntary accommodation will pay the *** late fee for our CustomerWe hope our Customer will see this gesture of good faith favorable and continue to be our loyal CustomerWith much respect and gratitude, The RoomPlace Customer Care Team
Initial Consumer Rebuttal /* (3000, 7, 2016/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never provided Comenity my addressThat was provided by your salesman at the time of purchaseI found it very ironic that my furniture was delivered to the correct address, but somehow Comenity didn't have that address on fileI also find the "there's nothing we can do" attitude from The RoomPlace completely ridiculousYou provide them a high volume of customers on a daily basis and with that volume comes significant influenceThe *** charge shouldn't be paid by anyone, because it shouldn't have occured in the first placeI've read the online complaints against Comenity and it's sickeningThey should be thoroughly investigatedI have excellent credit and have done retail financing countless timesNever have I had to file a formal complaint to resolve any issueNormally a call to customer service is sufficeNot the case hereNot only did I seek assistance from three of their customer service representatives, without resolutionI also went to your store seeking assistance, and received nonePeople should beware of how you both operate
Final Business Response /* (4000, 9, 2016/08/29) */
Despite great partnerships and intentions, we do not dedicate terms and conditions of third party servicesThe payment was due on the 11th of the month, it was not received by the due date, therefore a late fee was applied to the account
The RoomPlace is moving forward with our one-time voluntary accommodation to assist Customer with her fee and trust the resolution meets with our Customer's full satisfactionWith much respect and gratitude, The RoomPlace Customer Care Team

Initial Business Response /* (1000, 5, 2017/06/05) */
The RoomPlace was disheartened to learn of our Customer's concern and sincerely apologizes for her experienceThe RoomPlace is a reputable business and we take great pride in serving our valued Customers exceptionallyAt times, and despite
best efforts, there may be delays however they are very limited and all efforts are made to expedite the deliveryWe understand if Customer is unable to wait and as such extend the option of reselecting on the table for an item in stock and available for immediate delivery or If Customer can wait, we will be happy to send her a *** Gift Card to The RoomPlace upon delivery of the tableWe are an organization that stands committed to our Customers and continual evolvement of our service levelsWe look forward to hearing back soon and want to thank our Customer for her willingness to work through these concerns with usWith much gratitude,

Final Consumer Response /* (2000, 6, 2017/07/11) */
The final chair was delivered today it is not ripped but I would still like compensation for the inconvenience of the four days out of work and ripped chair after chair

Initial Business Response /* (1000, 5, 2016/02/19) */
Contact Name and Title: Joyce ***
The RoomPlace was disheartened to learn of our Customer's concern and apologize for such a perceptionThe merchandise was delivered on 1/21/Our records indicate no claims of concerns reported during
the one year limited manufacturing warranty on any of the itemsThe Customer does have the extended protection plan through a third party provider GuardianWe do not see any pending claimsIn the genuine interest of Customer service, we are happy to review the damages and photos to determine if the damage is eligible for a claim under the extended protection plan guidelinesPlease submit detail report of the damage and a photo via the Revdex.com siteUpon receipt, we will engage all parties to determine eligibility and next steps in assisting our valued CustomerBest regards, Joyce ***, Customer Care Operations Manager
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not report this before 1-21-because the pillow didn't look that bad
I understand the store warranty expired on 1-21-
I did contact the third party provider on 2-12-but they told me the pillows are not covered and for me to call the store since it was only a few weeks past the expiration that the store should cover itThat's why all this was startedI do have pictures
Final Business Response /* (4000, 10, 2016/02/25) */
Contact Name and Title: Jasmine ***
The RoomPlace is delighted to help our valued CustomerUpon receiving the photos, I personally reached out to our Customer and arranged for the in-home repairWe trust the resolution meets with our loyal Customer's full satisfactionBest regards, Jasmine ***, VP of Customer Care
OFFER:
Final Consumer Response /* (2000, 12, 2016/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 3-customer service from the roomplace came out and fixed the chaise pillow
We are very well satisfied
Thank you in helping resolve the problem
Once the complaint went to corporate the vice president of customer service, Jasmine was great
Thanks again
THE ***'S

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: Joyce ***
The RoomPlace was disheartened to learn of our Customer's perceptionThe original mattress was delivered on 4/8/Customer reselected under the manufacturing warranty as the depression was over an
1/At time of pickup, we discovered a stain however, in the genuine interest of Customer service, we proceeded with the pickupOn 3/11/15, the new mattress in question now was deliveredOur records indicate the Customer called on 4/24/to request a reselection as the mattress did not meet with his comfort preferenceRegretfully, we were unable to proceed with a reselection on a reselection based on comfort preference5/6/15, we dispatched service at the Customer's request to inspect the mattressThe independent technician's findings were within the manufacturing specificationNo defect was detected therefor the mattress did not qualify for a reselection under the manufacturing warranty
The warranty does not apply to:
Firmness preference of the product
body impression(s) of 1/inches or less in all sleeping areas
Bed Height
Cover (fabric)
Bent border wires
Burns, stains or soils
Mattress not used with a Simmons or other firm, supportive rigid non-yielding foundation (full, full extra-long, queen, Simmons Olympic queen, and king size must have sufficient center support)
Merchandise sold "as is" "distressed" or "floor model"
Transportation, inspection or removal costs of productSimmons product that has a manufacturing defect and is stained or soiledFor health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage.*
Regrettably, and despite the most genuine intent, we are unable to meet the Customer's request and proceed with a reselection as the mattress does not qualify under the manufacturing guidelines as a defect eligible for a replacementWith respect
Regrettably, and despite the most genuine intent, we are unable to meet the Customer's expectations and proceed with a reselection as the mattress does not qualify under the manufacturing guidelines as a defect eligible for a replacementWith respect and gratitude, Joyce ***, Customer Care Operations Manager
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The mattress that I now have is only three months old and is very defective, there is literally a sink hole in the center of my mattressI cant believe a corporation like yourself can be content with your business operations you have going onThere is zero quality assurance on your products and you mean to tell me that within one month of my mattress being defective you can not do anything about thatThis is very unprofessional on your part in the business world and quiet frankly the people working there are incompetentSomething needs to be done about this matter and its not my fault your product doesn't hold up to its nameWith respect and gratitude, *** ***, The Customer

The RoomPlace was disheartened to learn of our Customer’s concern and extend our sincere apology if we have not met her expectations despite best intentionsThe original merchandise was delivered 11/30/The limited manufacturing warranty expired 11/30/The extended warranty does not cover
this type of damage however, and in the genuine interest of Customer service, The RoomPlace was exploring options in hopes of finding a resolution to assist our valued Customer We are unable to process a claim not eligible under the warranty guidelines or after expiration but again are looking into other optionsWe hope to connect with Customer by end of week to provide what we hope will be a satisfactory and favorable option to assist in the genuine interest of Customer serviceWith much respect, The RoomPlace, Customer Care

Initial Business Response /* (1000, 5, 2016/04/28) */
The RoomPlace extends our sincere apology if there was any misunderstandingI personally connected with our valued Customer and believe the resolution meets with her full satisfactionBest regards, *** ***, VP of Customer Care
Center
Initial Consumer Rebuttal /* (2000, 7, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/11/10) */
The RoomPlace was saddened to learn of this concernThe merchandise was delivered in March of This is the first we are learning of any concerns as it relates to the financing with a third party provider, *** The Customer's sales
receipt is attached for your reviewWe apologize if there was any misunderstanding of the plan at time of purchaseThe plan as outlined on the sales receipt and in the Credit Card Agreement provided by The RoomPlace to the Customer upon credit inquiry and mailed by *** bank direct does require a minimum monthly paymentThe deferred plans require a minimum monthly payment of 3.5% of the monthly balance, as the monthly balance reduces, so does the minimum monthly paymentThe Customer's statement received days after delivery reflects the sameDespite best intentions, we are unable to meet the Customer's expectations and pick up the merchandise that was delivered in March of due to the minimum monthly payment required by the bank of the monthly balance on the deferred planWith much respect and gratitude, The RoomPlace, Customer Care

Initial Business Response /* (1000, 5, 2017/10/31) */
We have worked with the Customer on a previous Revdex.com complaint (XXXXXXXX) and are saddened to learn of the new concern
The mattress was delivered 7/8/The Customer called in and reported an issue as it relates to the
mattress in October of Following the manufacturing warranty guidelines, service was dispatchedThe inspection concluded a defect in the product and Customer was asked on 10/13/to visit a local store and reselect on the mattress as we no longer carried the modelPer the reselection guidelines, if the affected item cannot be repaired or replaced, as determined by The RoomPlace, Customer can select a new item of equal or lesser value to the original purchase price of the defective itemIf Customer chooses an item greater in value than the one being replaced, he will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace's determination of the claimThe Customer visited the store on 10/21/requesting a mattress of a significantly higher price point at the same credit amount as the original mattressOutside of our policy, we offered a significant discount in the genuine interest of Customer service and in an attempt to conclude this matter successfully and waived the delivery however, Customer did not accept the offerHe left the store and canceled the new saleOur records indicate Customer contacted our Call Center a few days later and advise a Revdex.com complaint is forthcomingLocated on the sales receipt and reflected below is the limited warranty informationPlease let us know if there are any questionsThe reselection period has since lapsed, the claim is closedWe regret that we are unable to meet the Customer's expectationsThe RoomPlace, Customer Care
LIMITED WARRANTY INFORMATION
For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under useThis warranty shall apply only if you and the affected item is in our service areaDamage must be reported within thirty (30) days of occurrence to be considered eligible under the warranty guidelinesIf The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection)If the affected item cannot be repaired or replaced, as determined by The RoomPlace, you can select a new item of equal or lesser value to the original purchase price of the defective itemIf you choose an item greater in value than the one being replaced, you will be charged the differenceThe reselection period is not to exceed seven (7) days following The RoomPlace's determination of the claimThe warranty on replacement items is for repair service only and shall last the remainder of time of the warranty on the original itemThe original receipt and defective item is required for all warranty claims and repair or replacement services
Please note: Some items will require the claim be filed with the Manufacturer direct, please call our Customer Care Center at 630-783-for details
This foregoing warranty excludes:
Electronics, special order, AS IS, clearance merchandise, promotional, free or gift items and floor samples
wear and tear
Stained, soiled, infested or damaged merchandise
Fading, tearing, pilling, shrinking, wrinkling, leather surface marks or color dye lot variances
Defects and damage which result from negligence, abuse, misuse, fire, water, accidents, soiling, or improper cleaning
Softening of cushions or conformance to the shape of the userThis is considered wear and not loss of resiliency or a manufacturing defect
Variations in wood color or grain, knotholes, mineral streaks, natural characteristics of stone and leather which is a confirmation that your leather is genuine
Fading as a result of exposure to sunlight, or damage to exposed wood surfaces
Merchandise that has been moved from the original delivery address, or is no longer in the possession of the original owner
Merchandise used for other than residential use
Damage that occurs in loading, unloading, transit, or assembly if you picked up the merchandise
Damage reported outside of thirty (30) days from occurrence
Damage to merchandise where you requested delivery in box or where you picked up the merchandise in box and the box has subsequently been opened
Any visible damage to merchandise that is not reported to the Customer Care Center within three (3) days of the delivery or pick up date of the merchandiseMattress warranties may vary in duration, coverage and exclusionsOriginal receipt requiredPlease contact our Customer Care Center at 630-783-for details and to file a claim
Mattress warranties exclude:
Stained, soiled, infested or damaged mattressesMattresses will not qualify for an inspection and/or return if, upon inspection, our technician or delivery driver determines the mattress is stained, soiled, infested or damaged
Foundations that are deemed in good condition and without defects
Defects arising from failure to follow manufacturer's recommended care instructions, including mattress rotate recommendations to avoid uneven wear and body depressions less than 1/2"

Initial Business Response /* (1000, 5, 2016/04/11) */
The RoomPlace was disheartened to learn of our Customer's concern and apologize for such a perception. The merchandise was delivered on 2/10/15. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace...

warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace's determination of the claim. Our records indicate that a service technician was dispatched 9/18/15 to inspect the frame damage reported by Customer. The service technician reported the frame was damaged however not as a result of a defect in the material or broken at wood knot. Regardless, the technician completed repairs. We do not show any further contact from the Customer until the receipt of this complaint. The one year limited manufacturing warranty expired on 2/10/16. Customer has 30 days from date of single occurrence to file a service with the provider of the extended protection plan. Our records indicate the Customer has the P1PRP plan, coverage as follows:
Coverage For Fabric and Leather Upholstered Furniture
Accidental Stains caused by any food or beverage normally consumed by humans; mold and mildew stains caused by food or beverage spills; stains caused by human or pet bodily fluids.
Accidental Stains caused by grass, grease, ballpoint pen ink, nail polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick, crayon and ballpoint pen ink marks totaling more than 6 inches in length are considered preventable and will not be covered.
Accidental rips, cuts, punctures or burns from a single relatable occurrence.
Structural or component failure due to normal residential use that results in the breakage of frames, mechanisms, welds, swivel bases, recliner handles and assembled joints. Includes component mechanical and electrical failures such as defective motors, massagers, vibrating units and heaters. Coverage begins after the manufacturer's warranty has expired.
If we can be of any further assistance, please let us know. With much respect, The RoomPlace Customer Care team!
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have went into the store in merrillville Indiana 5 times since that September repair call. The first time they said they would send another repair man out, that never happened so I returned to the store again right before thanksgiving. They said they had just bypassed the repair man and ordered the part for the couch. I waited almost a month then returned again they told me they were still waiting for the part to give it a few more weeks. I checked two more times the last being about 2 months or so ago and they told me to still wait another 6-8 weeks. I then called the room place in merrillville and spoke with the manager who said he would look into it and give me a call the next day. I never heard from him and in return sent my complaint to the Revdex.com. At least exchange the furniture for the same set or a different one.
Final Consumer Response /* (4200, 20, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As already stated again and again, the repair man told me that the frame was broken and not to use the couch, to wait and someone would call me within a few weeks which never happened because YOUR repairman lied and said he fixed something he didn't. The frame that is broken is the frame of the back cushion, which is the same piece there's no way it could be two different pieces, and again according to your other statements no part was ordered, yet now you're telling me you have it on record that it was ordered?? and regardless if it is the wrong part or right part I've still been waiting since September for the initial service order, and November for the part. Do all repairs and parts take 6-8 months? Quit trying to pass it off on to your paying customer and take responsibility for it. I didn't pay around [redacted] for a broken couch and to get the run around for 6-8 months. Exchange the couch, and give me a [redacted] credit on my room place credit account for the 6-8 months I've still been making payments, and going into your store several times a month trying to get this handled. Do the right thing, this wasn't my screw up, it was your guys and someone dropped the ball. I have been INCREDIBLY patient and my patience is just about gone at this point. Make it right.
Final Business Response /* (4000, 22, 2016/05/04) */
The RoomPlace takes great pride in serving our Customers exceptionally. We are truly sorry if we gave a different impression, certainly not the intent. To eliminate any further confusion or delay in expediting a resolution, The local store will conclude this matter for our valued Customer. We hope the resolution meets with our Customer's expectations. With much respect, The RoomPlace Customer Care Team

Initial Business Response /* (1000, 5, 2017/02/24) */
The RoomPlace was disheartened to learn of our Customer's concern and extend our sincere apology if we have not met their expectation despite best intentions. The merchandise was delivered on 2/4/17, exchanged at the Customer's request on ...

2/10/17.
Customer contacted us at the 14th and indicated there were damages on the new set, we asked for photos and based on the pictures provided, where unable to assess damage and or defect. As such, we dispatched service to inspect and attempt repairs where needed and per Customer preference however the timeframe did not meet with the Customer's availability, we rescheduled however the technician was running 30 minutes behind schedule and Customer was not available to wait. Regrettably, an exchange of same product is not an option. We are happy to send a service technician to inspect and repair or Customer can reschedule under our 7 day Satisfaction Policy which was 7 days from date of original however, we will honor 7 days from today. Please let us know what option best works for our valued Customer and we will be happy to proceed, no further options will be available past the expiry of the extended Satisfaction Guarantee policy. With much respect and gratitude, The RoomPlace, Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2017/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We explained fully the problem with Dale Kelton customer service supervisor I sent pictures of the damage to her. the tech call me the day before he said he would be at my house between 12:00pm to 3:00pm I waited till 4:30 before I left he didn't call to say he was running late he later call me at 5:08pm and said he was in front of my house over 2hrs late and I told him I wasn't at hone I waited over 1hr and a half so he said just call and reschedule another appointment.
Final Business Response /* (4000, 9, 2017/03/02) */
We extend our sincere apology however; we are unable to comply with Customer's request for a 3rd delivery of same product as we are unable to determine any damage and or defect based on the pictures submitted. Our offer to send a service technician to inspect and repair or reselection under our 7 day Satisfaction Policy which was 7 days from date of original still stands. Please let us know what option works best and we will be happy to make the necessary arrangements. We look forward to concluding this matter successfully for our valued Customer. With much respect and gratitude, The RoomPlace, Customer Care

Initial Business Response /* (1000, 5, 2015/06/11) */
Contact Name and Title: Joyce S[redacted], Manager
The RoomPlace was disheartened to learn of our loyal Customers perception and extend our sincere apology for the experience. Our records indicate the merchandise was delivered on 1/31/15. Upon...

the Customer call, the service technician was dispatched on 2/24/25 to inspect and attempt repairs under the limited manufacturing warranty for loose fabric on the footrest. Regrettably, he was unable to repair and a replacement part was ordered. There was a delay in shipment of the part from vendor, the part was shipped on 6/4/15 however, Customer did not want the part installed. In the genuine interest of Customer service and as a one-time accommodation, we exchanged the item. Our records indicate the exchange was completed on 6/10/15. If there are any other claims during the remainder of the limited manufacturing warranty, no exceptions can be made outside of the warranty guidelines. We trust the resolution was to our Customer's full satisfaction and apologize for the delay. With respect, Joyce S[redacted], Customer Care Operations Manager

OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very unprofessional of The Roomplace To claim the part was shipped on June 4th after they claimed it was suppose to be shipped at the end of May. Then when I called on June 3rd they said it was shipped in April. The manager can not claim we didn't want the part installed if we never received it. But yes after about 3 and a half months this problem has finally been taken care of by the simple exchange. Thanks Revdex.com if I hadn't contacted you,I think I would still be waiting for them to correct the problem.

Initial Business Response /* (1000, 5, 2016/07/05) */
The RoomPlace was disheartened to learn of our Customer's concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that...

merchandise will be free from defects in materials and workmanship under normal use. This warranty shall apply only if you and the affected item is in our service area. If The RoomPlace determines that merchandise is defective, The RoomPlace will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by The RoomPlace, the Customer can select a new item of equal or lesser value to the original purchase price of the defective item. If the item chosen is of greater value than the one being replaced, the Customer will be charged the difference. The reselection period is not to exceed seven (7) days following The RoomPlace's determination of the claim. Our records indicate that the merchandise in questions was delivered January 20, 2015. No concerns reported until June of 2016 related to the mattress. A service technician was dispatched and reported the mattress was within the manufacturing specification, depression was normal and less than an 1 1/2. Please note, depression less than an 1 1/2 is considered normal, conforming to use and is not a defect under the manufacturing warranty. The bed is outside of the warranty period however, the technician did report one slat was broken. We are happy to make a one-time voluntary accommodation for a reselection on the mattress. Customer will have 7 days from date of notice through the Revdex.com to reselect on the mattress only, retail amount paid for the mattress is [redacted] which will be credit towards the new purchase. Customer responsible for the difference if greater in value. Upon delivery of the new mattress, we will pick up existing mattress (must be soil, stain or damage free upon pickup or delivery team may not be able to proceed). As for the slats, we are happy to provide to the Customer generic slats however, prior arrangements have to be made so that we can arrange the pick up at our Distribution Center in Romeoville by Customer. Slats can also be cut at any local lumber facility. We look forward to successfully concluding this matter for our valued Customer. Best regards, The RoomPlace Customer Care Team
Initial Consumer Rebuttal /* (3000, 7, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the credit for the mattress. However, the bed will need to be repaired by one of the room place's technicians. According to their technician, the the bed was made with no support under the slats (in the middle of the bed) which is why is broke in the first place. This is either a defect or a result of poor quality. I don't think its fair for me to have to ride out to Romeoville, pick up the slat, and then pay someone to repair it out of my pocket. I would like the room place to deliver and repair the slat.
Final Consumer Response /* (3000, 16, 2016/07/28) */
I called to see when I could pick out a mattress, since I accepted the agreement yesterday 7/25/2016. I was told I only had 7 days from July 5th to pick out a mattress. This shouldn't be valid being that I denied the 1st offer. Please ask the Room Place when I can come pick out a mattress. Thank you.
Final Business Response /* (4000, 18, 2016/07/28) */
The 7 day reselection period started was updated to start on 7/27/16 per our commitment to the Revdex.com. With much respect and gratitude, The RoomPlace Customer Care Team.

Initial Business Response /* (1000, 5, 2015/11/15) */
Contact Name and Title: Solomon Customer Care
Contact Phone: XXX XXX XXXX
The RoomPlace was disheartened by the Customer's perception. At time of purchase, the items purchased came with a promotional TV. As per the guidelines, the purchase is...

on individual prices and excludes packages. The current package deal excludes the TV.
Free HDTV Offer:
Purchase must be on individual piece prices. Free 55" and 32" HDTV with any purchase of $5,000 or more; Free 55" HDTV with any purchase of $4,000 or more; Free 48" HDTV with any purchase of $3,000 or more; Free 40" HDTV with any purchase of $2,000 or more; Free 32" HDTV with any purchase of $999 or more (excludes tax and delivery charges). The RoomPlace reserves the right to substitute TV models of a comparable quality and specification. Does not apply to advertised packages, previous purchases, any package pricing, floor samples, and purchase of Beautyrest Black brand, Unbeatable Value, RoomPlace Clearance Outlet items, layaways, or gift card purchases.
30 DAY PRICE MATCH GUARANTEE
If, within 30 days following the date of your purchase, The RoomPlace or a local retail competitor with a retail store in the same market area is advertising a lower price for the same in-stock, first quality merchandise from the same manufacturer on the same terms and conditions, after verification, The RoomPlace will refund the difference on furniture items. On mattresses, The RoomPlace will refund the difference, or your mattress is free (Excludes: ComforPedic). The merchandise needs to be in stock and available for immediate delivery from the competitor.
Our 30 day price match guarantee does not apply to our or our competitors' limited-quantity, non-displayed, out-of stock, online offerings, open-box, electronics, refurbished or used items, special order, AS IS, outlet, red-hot deals, unbeatable values or clearance merchandise, floor samples, mail-in incentives, bonus or free merchandise offers, super savers, rebates, special financing, bundles, doorbusters or other similar offers, and is not available once you have exercised your right under The Total Satisfaction Guarantee.
The RoomPlace apologizes if there was any misinterpretation at time of purchase, for clarification, Customer paid, $3,079.98 for merchandise, $304.97 for the extended optional warranty through a third party provider of service, Guardian, $199.99 for delivery and set up and $229.60 for sales tax. Total $3,814.54. With much respect and gratitude, [redacted] Solomon, Customer Care Operations Manager
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
are you willing to price match the couch and give me the difference in total if not then there is nothing else to discuss
Final Business Response /* (4030, 10, 2015/11/24) */
Our genuine apology however, and as much as we would love to meet our Customer's expectations, we simply must stay consistent in fairness to all of our valued and Loyalty Customers. The Customer's purchase does not qualify for the price match under the promotion (TV). We thank our Customer for his business and understanding. Best Regards, Joyce[redacted]

Initial Business Response /* (1000, 5, 2016/11/11) */
The RoomPlace was disheartened to learn of our Customer's concern and apologize for such a perception. For a period of one (1) year following the date of original delivery or pick-up, The RoomPlace warrants to the original purchaser that...

merchandise will be free from defects in materials and workmanship under normal use. This merchandise was delivered on 5/22/2012. The warranty expired on 5/22/2013.
Customer however elected the extended warranty through a third party provider of service, Guardian. All claims need to be reported directly to the provider of service within 30 days of incident / notice of damage.
Below is the contact number and what is covered under the protection plan:
Contact # X-XXX-XXX-XXXX, must be reported within 30 days of occurrence / notice of issue
Structural defects to frame, warping and frame breakage/cracking, separation of frame components including recliner mechanisms (this excludes dining/casual chair leg joints)
Defective light fixtures, motors, massagers and heaters.
Seam stitching
Cracking and peeling on leather
Glass breakage, chipping, and scratching on table, hutch, entertainment centers and breakage of mirrors.
Accidental Coverage on the Leather
Stains caused by household food or beverage
Stains from Human or Pet bodily fluids
Grass, Grease, Ballpoint Ink, Iodine, Lipstick, Nail Polish, and Crayon
Accidental rips, tears, burns, and punctures
Upon Customer's request and submission of the photos via the Revdex.com, we will be happy to follow up with Guardian on the status of her pending claim. With much respect and gratitude, your Customer Care Team.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact Guardian the day I seen the couch peeling for them to tell me that my couch was not coered. At that point is when the RoomPlace representative Renee Griggs put in an claim for my couch. I emailed her pictures of the couch as she stated for me to find out today that the pictures were not sent over from the RoomPlace to until 10/27, when I sent them a month before that. I was told to give it 6 weeks and now we are on 2 months. Now I need to wait an additional few weeks because the pictures were sent a month or so later.
Final Business Response /* (4000, 9, 2016/11/23) */
Regrettably, The RoomPlace is unable to file a claim on behalf of a Customer with a third party provider of service.
The provider of service requires the Customer of record call within 30 days of noticing the issue to report a claim direct.
There are no claims pending at this time for the Customer or any documented calls with Guardian. The RoomPlace only administers the manufacturer's warranty within one year from date of delivery. Please contact Guardian, the provider of the extend warranty within 30 days of occurrence. Once the Customer has a claim number, we will be happy to facilitate any document and or photo transfers if needed. We are sorry that we are unable to meet our Customer's expectation but claims need to be filed by Customer direct with the third party provider of service and in accordance with the providers guidelines for eligibility. With much respect and gratitude, The RoomPlace, Customer Care Team.

Initial Business Response /* (1000, 5, 2016/06/04) */
The RoomPlace empathizes with our Customer and are truly sorry to hear of the concern and the perception however, has no authority to waive and or remove any interest on third party accounts resulting from non-payment in accordance with the...

finance terms of the plan and payoff dates. The merchandise was delivered on 1/30/2014. We show no record that the Customer spoke with any Care Agent at The RoomPlace. The financing is with a third party provider of credit, [redacted] The Credit Card Agreement provided upon enrollment and time of purchase outlines the finance terms of the account. In addition, [redacted] bank mails the account holder all of the same (similar, if not exactly the same as an issuing bank of a Visa or MC would). The monthly statement sent by the bank call out the terms of the plan and the date in which payment in full is due to avoid any interest accrued from date of purchase (as most statement due which offer promotion periods to assist with payment in full with no interest over a designated period of time). Regretfully, due to consumer protection and or compliance, we are not privy to any information on the Customer's account which includes payment history nor are we able to dictate the terms of the credit in order to assist despite our best intensions. In the genuine interest of Customer service, we will be happy to inquire on options, if any, at this point for our Customer through the third party provider of service however are unable to guarantee an outcome. With much gratitude, [redacted], VP of Customer Care.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept The Roomplace's response.
I just went online June 10, 2016 and read on the Revdex.com Website the Response from The Roomplace.
Before I responded I went online and created an online account for my Roomplace Account. After I registered there was a Red Bold Alert Box at the Bottom of the Account Page that said:
ALERT CONTACT XXX-XXX-XXXX IF YOU ARE FACING FINANCIAL DIFFICULTY.
I contacted [redacted] Bank at the telephone number listed, XXX-XXX-XXXX, under the Red Alert Box and spoke to [redacted] a female Representative. [redacted] said they are NOT a third Party to the Roomplace, which Roomplace said they are.
[redacted] said that there was nothing they could do to assist me with my account, I asked [redacted]
3 times that the Red Alert Box on the Website said to contact this number if facing Financial Difficulty. She repeated that there was nothing they could do to assist me. I repeated the website Alert Box information 3 times back to her that to contact this number if facing Financial Difficulty. After 10 minutes of back and forth [redacted] said I Could file a claim for the Unemployment Insurance that I paid for under the Loan Agreement and gave me the incorrect telephone number of XXX-XXX-XXXX to file a claim for the Insurance I paid for if I became unemployed.
I asked [redacted] why it took 3 times to finally get an answer to the Insurance I paid for she had no response.
I- contacted XXX-XXX-XXXX who said I had the incorrect telephone number but referred me to a telephone number to contact on Monday at XXX-XXX-XXXX called the Benefit Activation Center.
As of today, I do not know if the telephone number for the Benefit Activation Center can even help me since I have been lied to several times;. I made a one time payment of [redacted] (My Mother paid this amount) would be final payment. Or if when I contact the Benefit Activation Center they will give a me a completely different answer than I expect, or if I even have the Insurance to cover the Interest only balance of [redacted]
Please help me in this maze of lies.
Thank you so much!
Final Business Response /* (4000, 9, 2016/06/13) */
The Customer's financing is with a third party provider of service, Comenity. I reached out to The Customer's mother, phone number on the complaint this morning to review in greater detail. As much as we would love to help, The RoomPlace, does not have any authority over the Customer's account nor payment history. Our records show the Customer was placed on a 24 month Deferred interest plan, which expired in February of 2016. We show no contact as it relates to the financing questions prior to the Revdex.com complaint.
Regrettably, we are unable to meet the Customer's expectation and remove fees however, we would be happy to provide any information needed to the Customer of record as it relates to their purchase. With much respect, [redacted], Vice President, Customer Care Center

Initial Business Response /* (1000, 5, 2017/01/07) */
The RoomPlace was disheartened to learn of our Customer's concern and perception.
The merchandise was delivered on October 10, 2015. Customer contacted us in June of 2016 to report the sofa and loveseat sit low. An independent service...

technician was dispatched to Customer's home under the manufacturing warranty. A thorough inspection was conducted on both items however, the findings did not show any defects and or breakage with either items. The items showed no signs of defects, normal wear and met with the manufacturing specifications. Customer disagreed with the outcome and indicated the seats are leaning on both items and are visible. We requested photos for further review as we saw no signs of such concern from the technician's visit. To date, no photos received. We will be happy to review photos to determine if there is any visible sign of structural issues and ask that our Customer please submit 1 photo showing each item in its entirety via the Revdex.com site for further consideration. With much respect and gratitude, The RoomPlace, Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2017/01/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in communication with the General Manager [redacted] regarding the issue. I have included photos as well. I have been getting the run around with them and I have spoke to the actual extended warranty which is dad because I spoke with them before my warranty had expired. I have been informed by the same photos I am submitting to you again. I have spoken with Guardian and was told all this was under replacement. The representative even told me the manufacture New Classic was having issues.. It seems that they have gotten my money and don't wish to to stand by their warranty from these companies. I'm very disappointEd speaking that with both my deliveries I have had issues. My other concern. I was told by one of their employees that they replaced my furniture never have they replaced anything besides a center table piece that they delivered to me that was cracked already when they put it together. I have know reason to try and get anything out of them besides what's covered. If you take a look at these photos you will see for yourself...
Final Consumer Response /* (4200, 12, 2017/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have sent someone out before. This is why it has gotten to this level. The gentle that came stated that it wasn't anything wrong. I was not home my elderly mom was their. To this I began reaching out to them regarding the situation. Like, I stated before they had their fire and lines were down people took messages stated that they would foward the info to maanger. I have names and times from each situation. I have been trying to reach the manager via phone and email because I live in Chicago, and my son [redacted] has changed so the convenience of coming into the store has been a bit of inconvenience since I work and I'm in school. Like I stated in my claim before the representative from Guradian stated before sending me my PDF of my warranty on the furniture that the furniture I purchased was having a lot of problems.. I'm not trying to just get something for free but I did pay for WHT I thought was quality furniture and not anticipating that I would have been having a problem with it within such a short time. I don't entertain nor is my living room used for sitting since I have a family room in the basement that I can relax in... In quite disappointed in how they are treating the situation especially with the General management [redacted] not responding back like he stated he would which meantI had to get you guys involved... They were quick to take my money and their customer service communication obviously needs some work. I'm hoping for a final result because I'm not sure if these people that they send out are coached to day normal wear an tear so that they don't have to stand by these warranties or what. But it's clear from the photos that something is wrong with this furniture.. I'm not a big pEpson 5"11 @ 198 pounds this sofa and couch should be able to handle that.
Final Business Response /* (4000, 14, 2017/01/16) */
We are a reputable business who takes great pride in serving our Customers well as evident of our 104 plus year history. The service technicians are not employees of The RoomPlace or Guardian. They are certified independent contractors. The service is scheduled for 1/28/2017. If there are any defects found that cannot be repaired due to parts, we will work with vendors to expedite the part order / service. We will manage the claim from the Corporate Center to avoid any delays as indicated in previous communication when contacting the store. Please feel free to call XXX-XXX-XXXX if you have any questions related to the pending claim.
Please make arrangements to be home during the service visit if at all possible to circumvent any further delays and or misunderstandings as it is related to the issue. We look forward to concluding this matter favorably and promptly for our Customer. With much respect and gratitude, The RoomPlace, Customer Care .

Initial Business Response /* (1000, 6, 2016/04/11) */
This is a duplicate complaint. Please see Case # XXXXXXXX
Our response is as follows:
The RoomPlace is disheartened by the Customer's perception and apologize for not meeting her expectation. We attempted to contact Customer to schedule a pick...

up on Saturday, 4/9/16 however the phone was not taking incoming calls. In the genuine interest of Customer service and as a one-time voluntary accommodation, The RoomPlace will pick up the merchandise provided there is no damage, stain or soil on product for refund. This offer is final and expires on Friday, 4/15/16. We will attempt to contact Customer to schedule a pick by above date. Best regards, [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
4/9/2016 I did not receive a telephone call from the Roomplace?????????????? character. I did not receive a telephone until 4/11/2016. No message was left. I returned the telephone call on 4/13/2016. There was a wait time of 6 minutes, then eight minutes then seven minutes back and forth. I returned the telephone call again on 4/18/2016, there was a wait time of fifteen minutes. I could not wait for fifteen minutes. I called later on 4/18/2016 someone picked up the call. Per her, someone was to call me and schedule an appointment for pick up on 4/22/2016. It is 4/21/2016 at 7:53 PM. I have not received a telephone call from the Roomplace. All I want the Roomplace to do is pick up their furniture and credit my American Express Card. I promise I will never purchase anything from the Roomplace again.
Final Business Response /* (4000, 10, 2016/04/28) */
Our records confirm a pickup was scheduled for 4/22/16 however, due to unforeseen circumstances, we contact the Customer to reschedule and are awaiting a call back. We apologize for the inconvenience and appreciate our Customer's understanding. Best regards, [redacted], Customer Care Operations Manager
Final Consumer Response /* (2000, 12, 2016/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that the Roomplace has agreed to pick up the furniture and credit my American Express Card.
I attempted to return the telephone call received from [redacted], but was no able to contact her. Apparently, they are still having trouble with the telephone system.
Thank you,

Initial Business Response /* (1000, 5, 2016/07/26) */
The RoomPlace was saddened to learn of our Customer's concern and apologize for such a perception. One day prior to the delivery, the Delivery Service contacts the Customer with an estimated 3 hour timeframe window . The morning of the...

delivery, the drivers arrived at the Customer's home and when there was no answer at the door, contacted The RoomPlace Customer Care team. In accordance with our policy, The RoomPlace requires our drivers to call us prior to moving on if Customer is not at home so we can verify with Customer personally. Customer Care Agent called our Customer on both contact numbers however, there was no answer, left message and advised the drivers to move forward. Customer returned our call and stated she was not going to be home until 10:30 but the drivers had already left to go to their next stop. We were unable to have them return the same day despite the most genuine of attempts as they were already out of the area. Customer did call and ask for the next day delivery however, we were completely full and were unable to meet her expectations on such a short notice for a Saturday delivery. The sale was delivered on Tuesday, 7/19/2016. We extend our sincere apology once again that we did not complete the delivery on Friday however, the drivers were at the home during the provided timeframe window confirmed with our valued Customer. With much gratitude and respect, The RoomPlace Customer Care Team.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said they will credit my account for delivery
Final Business Response /* (4000, 9, 2016/07/27) */
The RoomPlace extends our sincere apology for not meeting our Customer's expectation however, we did send the delivery team during the estimated timeframe provided to Customer. Regrettably, Customer was not at home and delivery team was not able to go back same day or the following. The delivery was completed on the 7/19. There is no record of a commitment to refund delivery fee as the delivery and set up was completed. In the genuine interest of Customer service, we will gladly issue a [redacted] Gift Card to our Customer, redeemable on future purchases and valid for a period of one year at any RoomPlace location. With much respect and gratitude, The RoomPlace Customer Care Team.

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