Hansen Construction

Initial Business Response / [redacted] (1000, 6, 2016/04/11) */ This is a duplicate complaintPlease see Case # XXXXXXXX Our response is as follows: The RoomPlace is disheartened by the Customer's perception and apologize for not meeting her expectationWe attempted to contact Customer 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, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) 4/9/I did not receive a telephone call from the Roomplace?????????????? characterI did not receive a telephone until 4/11/No message was leftI returned the telephone call on 4/13/There was a wait time of minutes, then eight minutes then seven minutes back and forthI returned the telephone call again on 4/18/2016, there was a wait time of fifteen minutesI could not wait for fifteen minutesI called later on 4/18/someone picked up the callPer her, someone was to call me and schedule an appointment for pick up on 4/22/It is 4/21/at 7:PMI have not received a telephone call from the RoomplaceAll I want the Roomplace to do is pick up their furniture and credit my American Express CardI promise I will never purchase anything from the Roomplace again Final Business Response / [redacted] (4000, 10, 2016/04/28) */ Our records confirm a pickup was scheduled for 4/22/however, due to unforeseen circumstances, we contact the Customer to reschedule and are awaiting a call backWe apologize for the inconvenience and appreciate our Customer's understandingBest regards, [redacted] , Customer Care Operations Manager Final Consumer Response / [redacted] (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 herApparently, they are still having trouble with the telephone system Thank you,

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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 experienceOur records indicate the merchandise was delivered on 1/31/Upon the Customer call, the service technician was dispatched on 2/24/to inspect and attempt repairs under the limited manufacturing warranty for loose fabric on the footrestRegrettably, he was unable to repair and a replacement part was orderedThere was a delay in shipment of the part from vendor, the part was shipped on 6/4/however, Customer did not want the part installedIn the genuine interest of Customer service and as a one-time accommodation, we exchanged the itemOur records indicate the exchange was completed on 6/10/If there are any other claims during the remainder of the limited manufacturing warranty, no exceptions can be made outside of the warranty guidelinesWe trust the resolution was to our Customer's full satisfaction and apologize for the delayWith respect, Joyce S [redacted] , Customer Care Operations Manager OFFER: Initial Consumer Rebuttal / [redacted] (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 MayThen when I called on June 3rd they said it was shipped in AprilThe manager can not claim we didn't want the part installed if we never received itBut yes after about and a half months this problem has finally been taken care of by the simple exchangeThanks Revdex.com if I hadn't contacted you,I think I would still be waiting for them to correct the problem

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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 BBB site for further consideration. With much respect and gratitude, The RoomPlace, Customer Care Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (1000, 5, 2016/11/11) */ 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 merchandise was delivered on 5/22/The warranty expired on 5/22/ Customer however elected the extended warranty through a third party provider of service, GuardianAll claims need to be reported directly to the provider of service within 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 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 claimWith much respect and gratitude, your Customer Care Team Initial Consumer Rebuttal / [redacted] (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 coeredAt that point is when the RoomPlace representative Renee Griggs put in an claim for my couchI 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 thatI was told to give it weeks and now we are on monthsNow I need to wait an additional few weeks because the pictures were sent a month or so later Final Business Response / [redacted] (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 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 GuardianThe RoomPlace only administers the manufacturer's warranty within one year from date of deliveryPlease contact Guardian, the provider of the extend warranty within days of occurrenceOnce the Customer has a claim number, we will be happy to facilitate any document and or photo transfers if neededWe 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 eligibilityWith much respect and gratitude, The RoomPlace, Customer Care Team

*** *** takes customer very seriously and will strive to remedy all concerns. We have offered Mr*** the following itemsA) Replace the power steering hose at no chargeB) Refund the amount of the oil change or offer two additional oil changes at no chargec) Provide a loaner vehicle
during the power steering repair / and offer to drop his car off at his residence when repair is completedD) Replace the bed cover as requestedE) Upgrade his purchased powertrain service contract to Silver coverage at no additional charge Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***