Heritage Home Group LLC

We have reviewed our records, which show that the consumer contacted us on December 30, 2016, expressing concerns about the covering on her sectional piecewhich she received in February 2012. We responded to her on January 3, 2017, with the attached email, advising that the warranty on her
cover had expired in February 2013, and providing her with recommendations for repair services. This furniture was manufactured and sold by *** *** *** ***(“***”), a subsidiary of *** *** ***, ***and both entities filed for bankruptcy in September Heritage Home Group (“HHG”) purchased the assets, including the brand name, in a bankruptcy sale in November Although not required to do so, HHG made the decision to extend the warranty on bi-cast leather sold by *** for an additional year; however, that extended warranty expired in February 2014, almost years prior to the consumer’s callOur records do not reflect any further contact from the consumer after this email was sent

The reclining mechanism of a Lane product sold in was warranted to be free of manufacturing defects for years from the date of purchase. We had previously sent this consumer replacement mechanisms in November and again in July 2016. Since this was the third
time that she alleged a broken mechanism in such a short amount of time, we advised the consumer that she would need to have a qualified service technician inspect the mechanism to see what was causing the problem. The consumer stated that she would not pay someone to do so, as she had installed the other mechanisms herself. Since the warranty covers only manufacturing defects, unless we receive a report from a qualified service company that states the mechanism, which was last installed by the consumer, does indeed contain a manufacturing defect, we advised her that we can not send out another replacement at no charge

As we stated previously, the labor warranty on the consumer's chair was for one year from the date of purchase; the purchase date was April 29, 2012. Therefore, the labor warranty has been expired for almost years. The consumer is responsible for costs to install the replacement mechanism, which we sent to him at no charge, despite the fact that no manufacturing defect existed with the mechanism in his chair. Repair costs for the broken frame, which, as we stated previously, was not caused by a manufacturing defect, are also the consumer's responsibility. Please refer again to the photos we sent with our first response. The service company that the consumer chooses to use for installation and repairs would be the only one who could provide the consumer with a quote on the cost of the repairs

Initial Business Response /* (1000, 11, 2015/07/21) */
Please note that Furniture Brands International, Incand its subsidiary, Lane Furniture Industries, Inc., filed for bankruptcy in September On November 22, 2013, Heritage Home Group LLC purchased only certain assets out of the
bankruptcy saleEven so, Heritage Home has made every effort to assist customers whose furniture is still covered under the warranty offered by Furniture Brands/Lane
Mr*** originally filed his complaint within the warranty time frame of one (1) year; however, it appears that due to the bankruptcy filing and subsequent sale, the parts order was never processedWe have contacted the repair service, as well as the retailer, about what is needed to repair Mr***'s furniture - and Mr*** has been contacted and agreed to allow us to proceed with the repair

Initial Business Response /* (1000, 10, 2016/06/09) */
The consumer contacted Heritage Home Group on 3/8/16, stating only that her swivel chair was making noise. We requested additional information from the consumer regarding the problem with the chair, along with photos, a copy of the sales...

receipt and the serial number. The serial number, photos of the chair, and a copy of the bill of sale were provided to us on 4/14/16; no broken parts were obvious from the two photos we received. The serial number of the chair, which was purchased by the consumer in February 2013, indicated that it had been manufactured and sold by [redacted], Inc., a subsidiary of [redacted], Inc., in 2012. Both companies filed for bankruptcy in September 2013. Heritage Home purchased only the assets, including the brand name, in a bankruptcy sale in November 2013.
The style XXXXX chair had been discontinued by [redacted] in June 2012, so no parts were ever made available to Heritage. We advised the consumer that the parts were no longer available due to the discontinuation of the style, but offered her the names of two service technicians. As the labor warranty on the chair had expired several years earlier, in February 2014, we advised the consumer that the cost of any service call would be her responsibility. The consumer advised us by email on 4/23/15 that the technician "determined the chair was defective" and insisted that we provide a replacement. We requested a copy of the service report to understand what was wrong with the chair and to confirm that the technician specifically stated a manufacturing defect existed with the chair, since the chair has apparently worked without issue for the last 3 years. To date the consumer has not provided us with a copy. Please note that, while Heritage is not liable for replacement of an item sold under the pre-bankruptcy warranty, the warranty does apply only in the event of a manufacturing defect.

Initial Business Response /* (1000, 6, 2016/10/10) */
We have been in contact with the consumer regarding her concerns. We have agreed to an inspection by a service technician, who will complete the necessary repairs to the furniture. We apologize for the delay in responding to the consumer, due...

to the changing of personnel.

I am rejecting this response because:  Customer service representative stated she would look into providing me with a labor quote as requested.  It is sad that the customer service representative handling my case has not followed through with what was originally agreed upon (provide labor quote).  It addition, it is not fair that the "rules" have changed from what was stated to me by the customer service representative.

Complaint: [redacted]
I am rejecting this response because:Part of their response is correct, but there are other parts that are incorrect. First of all, they mentioned that it was two weeks between the chair and the sofa. It was actually right about five weeks. They did not contact me, I contacted them. Second, they said they do not charge for deliveries, but they do. They do not own the delivery company, they contracted it. I asked them, and they do charge for delivery. Third, they mentioned nothing to us about interest free. We had to put half price down for this furniture. There was no mention of "interest free". Last, my wife collected $85 interest on her credit card. we asked for the $85 credit, and they said fat chance. The store manager said more than likely they are not going to reimburse us for the interest.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.  They immediately sent me the new locks they were very professional everything needed was received.

Initial Business Response /* (1000, 6, 2016/04/12) */
The consumer purchased his recliner in 2002 from Lane Furniture Industries, Inc., which filed for bankruptcy in September 2013. Heritage Home Group LLC purchased only the assets in a bankruptcy sale; therefore, the company that would have been...

required to perform under the warranty that came with the consumer's chair no longer exists. Heritage Home does not have on hand any stock of the replacement mechanism for a chair sold by another company 14 years ago; we did offer the consumer contact information on companies that might be able to assist him with a new mechanism, but he refused the information and insisted that Heritage Home should obtain the mechanism and send it to him for free. A Consumer Services supervisor spoke with the consumer on 3/30/16, the day before he filed his complaint with the Revdex.com, and advised him that we had located a mechanism that should fit his chair and that we would send it to him as a final courtesy. We will not be able to provide warranty service on the consumer's recliner in the future. The supervisor followed up with an email to the consumer the same day, providing him the part order number and an estimated delivery time.
Initial Consumer Rebuttal /* (2000, 8, 2016/04/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response is inaccurate when it says the Consumer Service supervisor spoke with the customer before the Revdex.com was contacted. The conversation happened much later and I am convinced it would not have happened if the Revdex.com were not contacted. The response also infers that the original furniture company no longer exists and Heritage Home only purchased furniture in a bankruptcy, however, they are still conducting business as Lane Furniture.
Regardless, the other details in the response are accurate and I consider the matter closed.

We received notice of this consumer’s complaint from the retailer in November 2016 and requested that the cushion casing be forwarded to us for testing, as we have no history of pilling on this best-selling fabric. In late November, the original casing was received and inspected by our quality...

control.  It first appeared to be normal wear, as only one side of the cushion was pilling; however, we sent the casing on to the fabric supplier for further testing to ensure that there was no defect in the fabric itself.  The supplier responded with the information that the seat casing had been treated with an after-market coating on the side of the cushion that was pilling.  After-market treatments void any warranty from both the fabric mill and from HHG/Drexel.  After advising the retailer of this, the consumer has now sent us a second middle casing, which we just received today; we note that, as  the consumer indicated above, this spare casing was ordered separately from the sofa.  It will be sent to the fabric supplier for testing, as well.  However, since the consumer has only provided us with the middle seat casings of the sofa for both tests, we are sending a technician to inspect the entire sofa for pilling. We will update our response once that report has been received and the results from the fabric supplier are reviewed.

The customer ordered furniture on 11/21/2015 and paid a deposit.  We were notified by the leather source that the customer's choice had been discontinued, so the customer agreed to re-order.  Although the estimated delivery dates for the pieces varied by about 2 weeks, customer requested...

that all pieces be delivered together.  Please note that we do not charge separately for multiple deliveries on a single order.  We encountered additional delays and it was late June before all of the pieces arrived for delivery.  Upon receipt, the pieces appeared to be molded, we advised the customer and he chose not to re-order.  His deposit was refunded.  Please note that at the time of the original payment, the customer chose to put the charge on his credit card.  We offer various no-interest financing options, but the customer declined.  if the customer would like for us to consider his request, he would need to provide proof of the interest charge.

Initial Business Response /* (1000, 9, 2016/09/02) */
The furniture purchased by this consumer was manufactured and sold by Thomasville Furniture Industries, Inc., a subsidiary of Furniture Brands International, Inc., both of which filed for bankruptcy in September 2013. Heritage Home Group LLC...

was formed on November 25, 2013, when the company purchased certain assets in a bankruptcy sale, including the brand names. The only liabilities purchased were those of service under the warranty offered by Furniture Brands/Thomasville at the time of the sale.
The consumer first contacted Heritage Home Group on 7/17/16, asking for a refund. In the consumer's email to us, he states that the set 'developed blemishes...after we had it for a year and a half. We were told about the warranty so decided to have a leather repair person fix the issues." It is clear that the consumer was aware that the furniture was well outside any warranty period when he contacted Heritage Home, since the consumer took delivery of his furniture on October 8, 2013. As our obligations under the warranty to repair or replace expired almost 2 years ago, we are unable to honor the request for a refund

Initial Business Response /* (1000, 11, 2016/02/23) */
The consumer's furniture was purchased in 2013. Please note that the warranty on the furniture covering was for one (1) year, which had expired by the time the consumer contacted us about the problem. In an effort to see if we might be able to...

assist the consumer in some way, we asked for pictures of the furniture showing the problem, along with a copy of the original receipt. The consumer requested a mailing address for those items instead of emailing them to the customer service representative. To date, we have not received the information from the consumer. We also contacted the retailer, to see if they might have photos that could be sent to us. To date, we have had no response from the store either.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have been contacting retailer since 2013 4 months after purchasing Lane Products, which retailer has attempted to repair. Retailer stated he had not been contacted by Lane.
I'm not at all satisfied with Lane or these products.
Retailer has first hand knowledge of problems and has seen with his own eyes...pictures needed ???
Final Business Response /* (4000, 18, 2016/03/17) */
The photos sent in by the consumer show a small area at the bottom of the inside back, just above the armrest and inside the wing, where the color appears to have been rubbed or worn off on one of her style 2657 recliners; this is not a manufacturing defect. As noted by the consumer, she purchased 2 of these recliners in late 2013; her complaint regarding the cover was not made until 2015, well outside the one year warranty. Additionally, normal wear and tear is not covered by any warranty. In reviewing the history on both of the 2657 recliners purchased by the consumer, the only repairs shown on either was the replacement of a leg in March 2014; we paid the retailer for that replacement. There are no reports of any padding issues with these 2657 chairs. As a separate issue, although no photos of the alleged padding issues were provided to us, our records do reflect that the retailer added Dacron to both of the 22293 style recliners in March 2014, and that the seat padding in both of these chairs was replaced by the dealer, at no cost to the consumer, in November 2014. Again, we provided the parts at no charge and paid the retailer for the replacement, in accordance with our warranty obligations.
Final Consumer Response /* (4200, 20, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very upset with Lane and will never purchase another product from Lane. We have never had a LEG ISSUE on any of our Lane products, as stated by correspondence from Lane representative.. The reason for late complaint due to the fact that the retailer tried to correct issues of padding and leather peeling prior to our complaint. We gave the retailer [redacted] Furniture the opportunity to correct padding and peeling issues with our Lane products. After several months, per Bobby with [redacted] Furniture no response from Lane to assist with correcting issues with Lane products. As stated before per Bobby ([redacted] Furniture) Maybe you will have better LUCK than I've had getting Lane to address issues with the products. Due to the fact that the retailer had stated that Lane did not contact him ([redacted] Furniture) upon his request for assistance. At this point, We feel we are at DEAD END PROCESS with Lane and will not receive the relief requested, that being repairing Lane products purchased in good faith that products being of sound and exceptional quality, unfortunately not the case. We will never recommend Lane Products in the future to anyone and will continue with our unsatisfied statis with Lane and its products.

Initial Business Response /* (1000, 5, 2016/02/25) */
Unfortunately, the consumer has not provided us with enough information to locate any specifics regarding her order. She does not name the retailer or the date that she ordered from the retailer. The order number she provided does not appear...

in our system. We strive to ship orders in accordance with the time period shown on the order acknowledgement sent to the retailer once the order has been received by us; however, we do not guarantee ship dates. Obviously, if critical materials are backordered from suppliers, this will in turn affect our ability to deliver timely.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Order date December 11, 2015 placed with sofasand sectional.com no communication was ever provided that any materials were on Backorder. I simply feel this company has poor communication. Thanks