Harris Home Furnishings

Initial Business Response / [redacted] (1000, 10, 2016/04/08) */ To whom this concerns, Today I received a phone call from the Revdex.com in regard to a complaint that was emailed to us on March 15, We did not receive this email or I would have responded Immediately In response to the complaint: I am going to back up a little bitI originally sold [redacted] a Flexsteel Power chair (not a lift chair) 01/23/Mr [redacted] kept the first chair for a year and started having complaints about itHe was unhappy with the original chair and asked if he could trade it for a Lift chairOur procedure is to fix a chair when it is broken or not working properly(not replace it) The power and lift chairs that I sell are warrantied through the manufacturer, not Harris Home Furnishings; therefore we follow the procedures as explained by the manufacturerWe don't normally just hand over a replacement chair to the customerHowever, in this case, Mr [redacted] has been a great customer for many years, so I allowed him a complete upgrade (and I did not charge him for the second chair or for the upgradeWe also carry our own accounts and there is no way Mr [redacted] would be able to add the expense of a new chair onto his accountWe did provide him with a lift chair on 02/17/at no additional costThis is something we did not have to do I have provided a warranty for the lift chair since the tradeThe labor for a repair is covered for months after purchase, so it expired 2/17/The motor is covered for yearsI have never charged Mr [redacted] a service call (normally $per visit) and we have made numerous visits We no longer have a technician in house, so I hire out all of my service workHARRIS HOME FURNISHINGS HAS TO PAY THE SERVICE TECHNICIANMarty's upholstery does not work for freeI have paid Marty's upholstery numerous service call fees to [redacted] ***'s homeI go above and beyond for my customersWe take care of many issues and complaints that are far outside of the warranty guidelines I currently have the replacement motor for Mr***'s chair, however Marty's Upholstery has been closed for the last three weeksAfter my last conversation with Mr***, he told me that his chair was still working and that it was only making a bad noiseHe wanted a motor here in case it quitI have the motor, however I have not had a service technician available to me The labor coverage has been exceeded, so Mr [redacted] is more than welcome to come and pick up the motor and repair the chair himselfThe motor is here, which he obviously is aware of as he states in his complaintHe can pick it up at any time_ Otherwise, if he would like to wait for Marty's upholstery, he will not be available until SaturdayHis number is XXX-XXX-XXXXMr [redacted] can discuss lees with [redacted] at Marty's Upholstery In response to Mr [redacted] asking for an adjustment on his accountIf Mr [redacted] would be willing to pay for his upgrade and reimburse me for the numerous service calls that I have never charged him, I would gladly adjust his account Respectfully, [redacted] Manager

Initial Business Response /* (1000, 10, 2016/04/08) */
To whom this concerns,
Today I received a phone call from the Revdex.com in regard to a complaint that was emailed to us on March 15, 2016. We did not receive this email or I would have responded Immediately.
In response to the complaint:
I...

am going to back up a little bit. I originally sold [redacted] a Flexsteel Power chair (not a lift chair) 01/23/2013. Mr [redacted] kept the first chair for a year and started having complaints about it. He was unhappy with the original chair and asked if he could trade it for a Lift chair. Our normal procedure is to fix a chair when it is broken or not working properly. (not replace it) The power and lift chairs that I sell are warrantied through the manufacturer, not Harris Home Furnishings; therefore we follow the procedures as explained by the manufacturer. We don't normally just hand over a replacement chair to the customer. However, in this case, Mr [redacted] has been a great customer for many years, so I allowed him a complete upgrade (and I did not charge him for the second chair or for the upgrade. We also carry our own accounts and there is no way Mr. [redacted] would be able to add the expense of a new chair onto his account. We did provide him with a lift chair on 02/17/2014 at no additional cost. This is something we did not have to do.
I have provided a warranty for the lift chair since the trade. The labor for a repair is covered for 12 months after purchase, so it expired 2/17/2015. The motor is covered for 3 years. I have never charged Mr [redacted] a service call (normally $45 per visit) and we have made numerous visits.
We no longer have a technician in house, so I hire out all of my service work. HARRIS HOME FURNISHINGS HAS TO PAY THE SERVICE TECHNICIAN. Marty's upholstery does not work for free. I have paid Marty's upholstery numerous service call fees to [redacted]'s home. I go above and beyond for my customers. We take care of many issues and complaints that are far outside of the warranty guidelines.
I currently have the replacement motor for Mr. [redacted]'s chair, however Marty's Upholstery has been closed for the last three weeks. After my last conversation with Mr. [redacted], he told me that his chair was still working and that it was only making a bad noise. He wanted a motor here in case it quit. I have the motor, however I have not had a service technician available to me.
The labor coverage has been exceeded, so Mr [redacted] is more than welcome to come and pick up the motor and repair the chair himself. The motor is here, which he obviously is aware of as he states in his complaint. He can pick it up at any time_ Otherwise, if he would like to wait for Marty's upholstery, he will not be available until Saturday. His number is XXX-XXX-XXXX. Mr [redacted] can discuss lees with [redacted] at Marty's Upholstery.
In response to Mr. [redacted] asking for an adjustment on his account. If Mr. [redacted] would be willing to pay for his upgrade and reimburse me for the numerous service calls that I have never charged him, I would gladly adjust his account.
Respectfully,
[redacted]
Manager