Henny's Furniture Wrap Inc.

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 and the matter has been resolvedIf I do not receive this in the mail I will notify the BB again.Thank you to all parties again,
Sincerely,
*** ***

*** *** is not being totally truthful in his complaint. When he first called on May **, 2017, it is true that we were extremely busy, as we also have a full-service pool company. The weeks before Memorial Day are the busiest of the season. Since this customer is in
Westchester County, and we are located in Suffolk County, it made it quite difficult for our owner to find the time to travel to *** ***’s home. When Tara of our office spoke to *** *** on May **, 2017, she was very responsive to his grievance and advised him that we would have our furniture restoration subcontractor, John, pick up his furniture and restore it in a timely manner, yet he did not mention this at all in his complaint. The offer to refinish his damaged furniture was naturally to be at no cost to him, and he stated that sanding the furniture would “void” his warranty from *** ***, the manufacturer of the furniture. He then proceeded to say that he wouldn’t put his kids on the furniture, and he was throwing it out. Why would he worry about the warranty then? Further, he even offered to just give the furniture to our employee in charge of damages. He paid $1,for the furniture in June 2016, yet he was seeking $2,for the current cost of the items. Also, regarding receipts, he did not ever send receipts for the metal furniture. Now, in his complaint, the figure is suddenly “over $5,000.00” in damages! He also stated that Tara told him that our owner is “currently being sued” and “just does not seem to care about customer issues,” which is and couldn’t be further from the truth. Tara explained how we had one other customer with the same damage, and the owner paid for the total restoration of the furniture, even though it was a few years old. She even offered to give *** *** the other customer’s contact information, so he could hear how pleased he was with our repair, but *** *** didn’t want to hear any of it. She put our furniture restoration person, John, on the phone with *** ***z, and *** *** wouldn’t even let John speak. *** *** was screaming and disrespectful to both John and Tara. She repeatedly tried to ensure him that we would take care of everything and refurbish the furniture, but he just wanted the money. She started to get the feeling that *** *** was potentially getting new furniture from *** *** and trying to get money from us as well. Why else would he not let us refurbish the furniture? In conclusion, we are very responsive and respectful to all of our customers. If our services have in any way caused damage to our customer’s furniture, we have taken care of it. *** *** just was seeing dollar signs and not the attempts made to make him whole again. He was loud, disrespectful and not willing to let us do the right thing and make the repair. It is correct that we stopped responding to him, but that was because of the way he spoke to our staff. We do not speak to our customers that way and expect the same courtesy in return

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: I am glad that Hennys responded but unfortunately many of their claims are unfounded and outright wrong I will respond below as per each claim made my Hennys so it is easy to understand my side of what they are claiming. I was left a message by Henny stating that while they were busy they “did not have time to come to address my issue until mid-July” When we finally spoke some weeks later they did finally offer for John to come to fix my furniture however he was also not able to get to Westchester before sometime in July as well It was not timely and I was also told the potential repair and return would take 2-plus or so rendering this basically useless all summer The conversation with John did not go well, I agree it was a bit argumentative but grossly different then what they explained John who had literally one response to everything I stated which was “ I have been doing this for years and I don’t trust any large companies I can fix your furniture” If he and Tara would have listened I spoke I was telling him that after talking directly to *** *** and the manufacture they stated that this finish cannot be sanded, as the wood underneath is a different color and the coating they apply is a colored weatherproofing not a stain John continually said” trust me I know what I am doing” and I kept saying I don’t know you or Hennys at all and I would rather trust what the large corporation who actually manufactures, sells and warrantees the product Tara never offered to let me talk to another customer about Johns work or assure me that this would be done to my satisfaction.Tara on the phone on multiple occasion told me and I quote “I agree with you that this is being handled wrong, Dan is not even responding to me and if I had it in my power I would issue a check for the replacement” It took her WEEKS to get Dan to talk to her about how to handle this claim On our our last conversation “I am just going to tell Dan that the repair cost is over $so he will hopefully issue you a check for the receipt amount” Where would I get the information regarding a lawsuit if I was not told to me? Tara stated that was the case when she was telling me that she can’t even get time to talk to her own Boss to resolve issuesShe said he just does not seem to care about this type of stuff That is not only but just made up story to make it look like I am grabbing for cash. My initial claim was for over $5000, 100% agree there I was although only able to produce receipts for $because the other parts were a gift and I don’t have proof of purchase I am only chasing the $amount as you saw in my Revdex.com claim so this is not even a point of contention I will explain the initial dollar amount I emailed Hennys about as to show how I came up with the figure I went on *** ***s site and did a current day replacement of the same exact set This goes on and off sale at different discount rates all the time When I sent it to Henny in May it was over $ The current Costco set (to which I dropped asking for replacement on because I agreed with no receipt it was unfair) was on the Costco site for $ That is how I initially came to my figure The fact that Hennys thinks this was all a money play is ridiculous I am being completely fair and only asking for the proof of purchase amount not the current replacement amount. Situation like this often get heated and neither side is right on how at times we spoke to each other I admit to have gotten angry and upset at time but my furniture was the one that they damaged and rendered useless The amount of times that Tara and John got loud with me as a paying customer they conveniently left out of their response John was outright obnoxious and condescending during his entire conversation with me We can go back and forth all day with he said she said allegations but in the end I paid for a service, it was not done correctly, my furniture was damaged and nothing was done to remedy the situation I still feel I am owed the $and a refund for the services rendered Please let me know what the next steps are to take this claim to the next level. Sincerely,*** ***

The original purchase price was $(not $150.00), and there was no written or verbal guarantee of our shrink wrapping providing an "airtight" seal Shrink wrapping is an alternative to having to store outdoor furniture indoors or leaving it exposed to the elements An opening
(usually at the bottom of the bundle) is always necessary when shrink wrapping outdoor furniture in order to vent the wrap and to allow for air circulation It is unfortunate that this particular customer had issues with our service, and we certainly will do what we can to remove any "mildew" that we can We have contacted this customer and have scheduled an appointment for 6/**/to power wash her furniture We certainly hope this will satisfy her complaint

Check #in the amount of $1,is in the mail to *** ***z This should resolve the complaint