Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] We accept the resolution from the business for the receipt of a store credit in the amount of $that we can use to purchase products from Offenbacher's Please have Offenbacher's contact my wife at [redacted] in order to make arrangements for our use of this credit I have attached two additional photos that demonstrate the additional issues we have had with the patio furniture we purchased from Offenbacher's We appreciate the assistance of the Revdex.com in assisting us with this consumer complaint Regards, [redacted]
Dear *** ***:I am in receipt of your letter referencing complaint ID *** *** *** ** *** *** *** in Fredericksburg, Virginia*** *** purchased a *** *** grill (serial number ***) on March 24, The purchase price was $1,before sales tax and delivery
fees.The *** *** Group, hereinafter referred to as the “Manufacturer,” does not sell to dealers directIt sells through distribution channelsDistributors maintain inventory, service parts, and resolve warranty claims in accordance with protocols set forth by the ManufacturerOffenbachers, hereinafter referred to as the “Company” buys from distributionIn *** ***’s case, the Company purchased the grill it made available for sale from a distributor who no longer services the *** *** brandAn alternate distributor, appointed by the Manufacturer, agreed to resolve the warranty claimTheir offer of resolution was to extend a credit of $The Company, in turn, offered to pass this credit through to *** *** to fully resolve the claimThe credit is available to apply toward the purchase of any product the Company offers for sale, not just grills*** *** refused the offer on the grounds that he is not interested in any other product linesThe company offered to apply the credit toward the purchase of a different brand grill the company offers for saleAgain, *** *** refused the offer on the basis of reviews found online.The Company does not employ inconsistent protocols when resolving warranty claimsWarranty claims are not resolved based on customer interpretation of conjecture found on review sites onlineThis would lead to haphazard adherence to and sloppy implementation of business processes resulting in unfair and inequitable treatment of customersThe Company employs repeatable, traceable, and transparent methods to resolve warranty claimsIt does this to maintain a uniform customer experienceIt does this to maintain the legitimacy of its business.Moreover, although the name remained, ownership of the Company changed in The current Company received no financial benefit from the initial sale of the grillBy issuing the credit to resolve *** ***’s claim, the company will forgo $of margin it is otherwise entitled to earn on product sold.The Company understands the frustration endured by *** ***A grill purchased for over $1,is a substantial purchaseThe expectation of product longevity and reliability is not an unreasonable oneFurthermore, the company understands that implied endorsement applies if it offers a product for saleIrrespective of the fact that the Company no longer carries the Manufacturer’s product, it continues to honor warranty claims because its previous endorsement carries forwardThe Company wants to resolve the claim for *** ***However, it must do so using objective data, protocols, and methodsThe offer of credit remains available for *** *** to utilizePlease ensure that this does not reflect negatively on the Revdex.com website in association with OffenbachersI am available for additional questions and clarifications should they be required.Sincerely,Jim K***, Offenbachers VP of Hearth ServicesOffenbachers, *** *** ***, Lanham, MD ***
Date: Thu, Dec 15, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: Revdex.com To whom it may concern:Offenbachers completed the fireplace installation for Mr*** and we
are just waiting to schedule a final inspection with Fairfax Co but the customer is out of the country and unable to do so Offenbachers is going out of business and we would like to complete asap Customer also owes a balance of $and has not paid even though they have all product and installation is complete We have made numerous attempts to contact customer and can only leave messages Under law, they are unable to use the fireplace without the final inspection If you need any additional information, please feel free to contact me. OffenbacherMary L
From: Mary L*** Date: Tue, Sep 8, at 9:AMSubject: Re: *** *** Complaint (***)To: David Dennis Good morning ***,First and foremost, I would like to thank *** *** for his strength and courage in serving our
country We most certainly would not take advantage of anyone who has sacrificed so much for our country nor any of our customers.**& *** *** purchased from Offenbachers on 10-14-14, was given a 5% military discount and product delivered on 10-14- On 6-9-15, *** *** submitted a warranty claim and unfortunately it was overlooked *** *** spoke with Vicki in Client Services on 7-10-and *** *** accepted a $gift card as compensation for the issue Vicki also explained to her that she could use "marine jelly" to remove the stain on the deck I've attached a copy of customers original invoice as well as warranty which states "rust is not covered under warranty" With all that said and done Offenbachers has satisfied the conditions of the warranty per manufacturer However, we would like to offer **& *** *** a store credit of $minus the $gift card and non-refundable delivery fee which they can use towards purchase of new furniture.If you have any other questions, please feel free to contact me. OffenbacherMary L*** / Client Service Manager ***@offenbachers.comOffenbachers ###-###-#### *** *** ***Lanham, MD ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. We accept the resolution from the business for the receipt of a store credit in the amount of $1132.04 that we can use to purchase products from Offenbacher's. Please have Offenbacher's contact my wife at [redacted] in order to make arrangements for our use of this credit. I have attached two additional photos that demonstrate the additional issues we have had with the patio furniture we purchased from Offenbacher's. We appreciate the assistance of the Revdex.com in assisting us with this consumer complaint.
Regards,
[redacted]
After reviewing the customers information and circumstances, Offenbachers will refund the delivery fee of $99.00 once the product has arrived and been delivered.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] We accept the resolution from the business for the receipt of a store credit in the amount of $that we can use to purchase products from Offenbacher's Please have Offenbacher's contact my wife at [redacted] in order to make arrangements for our use of this credit I have attached two additional photos that demonstrate the additional issues we have had with the patio furniture we purchased from Offenbacher's We appreciate the assistance of the Revdex.com in assisting us with this consumer complaint Regards, [redacted]
Dear *** ***:I am in receipt of your letter referencing complaint ID *** *** *** ** *** *** *** in Fredericksburg, Virginia*** *** purchased a *** *** grill (serial number ***) on March 24, The purchase price was $1,before sales tax and delivery
fees.The *** *** Group, hereinafter referred to as the “Manufacturer,” does not sell to dealers directIt sells through distribution channelsDistributors maintain inventory, service parts, and resolve warranty claims in accordance with protocols set forth by the ManufacturerOffenbachers, hereinafter referred to as the “Company” buys from distributionIn *** ***’s case, the Company purchased the grill it made available for sale from a distributor who no longer services the *** *** brandAn alternate distributor, appointed by the Manufacturer, agreed to resolve the warranty claimTheir offer of resolution was to extend a credit of $The Company, in turn, offered to pass this credit through to *** *** to fully resolve the claimThe credit is available to apply toward the purchase of any product the Company offers for sale, not just grills*** *** refused the offer on the grounds that he is not interested in any other product linesThe company offered to apply the credit toward the purchase of a different brand grill the company offers for saleAgain, *** *** refused the offer on the basis of reviews found online.The Company does not employ inconsistent protocols when resolving warranty claimsWarranty claims are not resolved based on customer interpretation of conjecture found on review sites onlineThis would lead to haphazard adherence to and sloppy implementation of business processes resulting in unfair and inequitable treatment of customersThe Company employs repeatable, traceable, and transparent methods to resolve warranty claimsIt does this to maintain a uniform customer experienceIt does this to maintain the legitimacy of its business.Moreover, although the name remained, ownership of the Company changed in The current Company received no financial benefit from the initial sale of the grillBy issuing the credit to resolve *** ***’s claim, the company will forgo $of margin it is otherwise entitled to earn on product sold.The Company understands the frustration endured by *** ***A grill purchased for over $1,is a substantial purchaseThe expectation of product longevity and reliability is not an unreasonable oneFurthermore, the company understands that implied endorsement applies if it offers a product for saleIrrespective of the fact that the Company no longer carries the Manufacturer’s product, it continues to honor warranty claims because its previous endorsement carries forwardThe Company wants to resolve the claim for *** ***However, it must do so using objective data, protocols, and methodsThe offer of credit remains available for *** *** to utilizePlease ensure that this does not reflect negatively on the Revdex.com website in association with OffenbachersI am available for additional questions and clarifications should they be required.Sincerely,Jim K***, Offenbachers VP of Hearth ServicesOffenbachers, *** *** ***, Lanham, MD ***
Date: Thu, Dec 15, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: Revdex.com To whom it may concern:Offenbachers completed the fireplace installation for Mr*** and we
are just waiting to schedule a final inspection with Fairfax Co but the customer is out of the country and unable to do so Offenbachers is going out of business and we would like to complete asap Customer also owes a balance of $and has not paid even though they have all product and installation is complete We have made numerous attempts to contact customer and can only leave messages Under law, they are unable to use the fireplace without the final inspection If you need any additional information, please feel free to contact me. OffenbacherMary L
From: Mary L*** Date: Tue, Sep 8, at 9:AMSubject: Re: *** *** Complaint (***)To: David Dennis Good morning ***,First and foremost, I would like to thank *** *** for his strength and courage in serving our
country We most certainly would not take advantage of anyone who has sacrificed so much for our country nor any of our customers.**& *** *** purchased from Offenbachers on 10-14-14, was given a 5% military discount and product delivered on 10-14- On 6-9-15, *** *** submitted a warranty claim and unfortunately it was overlooked *** *** spoke with Vicki in Client Services on 7-10-and *** *** accepted a $gift card as compensation for the issue Vicki also explained to her that she could use "marine jelly" to remove the stain on the deck I've attached a copy of customers original invoice as well as warranty which states "rust is not covered under warranty" With all that said and done Offenbachers has satisfied the conditions of the warranty per manufacturer However, we would like to offer **& *** *** a store credit of $minus the $gift card and non-refundable delivery fee which they can use towards purchase of new furniture.If you have any other questions, please feel free to contact me. OffenbacherMary L*** / Client Service Manager ***@offenbachers.comOffenbachers ###-###-#### *** *** ***Lanham, MD ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. We accept the resolution from the business for the receipt of a store credit in the amount of $1132.04 that we can use to purchase products from Offenbacher's. Please have Offenbacher's contact my wife at [redacted] in order to make arrangements for our use of this credit. I have attached two additional photos that demonstrate the additional issues we have had with the patio furniture we purchased from Offenbacher's. We appreciate the assistance of the Revdex.com in assisting us with this consumer complaint.
Regards,
[redacted]
After reviewing the customers information and circumstances, Offenbachers will refund the delivery fee of $99.00 once the product has arrived and been delivered.