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Revdex.comAttn: Ms [redacted] Holiday Drive, Suite 200Pittsburgh, PA 15220Dear Ms [redacted] : Please find this letter as our response to Complaint ID# [redacted] filed by Mr [redacted] on March 16,Mr[redacted] purchased a reclining sofa and reclining loveseat from Miller Brothers Furniture, Inc., on August4, Shortly after his purchase, Mr [redacted] called to report an issue with a footrest on one of the reclining piecesMiller Brothers Service Technician was sent out, and under manufacturer's warranty, the issue, was resolved at no charge to Mr [redacted] Mr [redacted] called back on October 24,2016, a year later, stating that he was having an issue with his sofa and loveseat-At this time the issue he was having was not covered by the manufacturer's warranty He was reminded, however, that he had purchased a protection plan through Montage that would cover whatever accidental damages had occurredHe was given the' information by our Service Department as to how to proceedAt this point, as in any similar situation, our involvement is over and all further details of the service are handled between Montage and the customerOnce it has been determined that parts are needed; we are contacted by Montage to see if the parts are availableIf they are, we would be advised by Montage to order the partsMr [redacted] contacted.Montage but did not follow through with the process of filling out the paperwork to process his claimThen on January 17, 2017, Mr [redacted] called wanting to know why we had not been out to fix his furniture We contacted Montage and found that Mr [redacted] had filed his claimAt that point, we once again gave him the information he needed and instructed him to callHe became belligerent, swore at my Service Manager, and hung up the phone.The next call we received from Mr [redacted] was on March 15, He wanted to know where his parts wereWhen the Sales Associate answering the telephone asked for his name and more information so that they could help him, he again became belligerent and completely irrationalHe then hung upSeveral more phone calls came into our establishment within the next few days from Mr [redacted] , always ending the same way.Once I was made aware of the situation, I decided that even though it was not a warranty issue, I would send our Service Technician out to his home at no charge to do a temporary fix until his parts arrived at our warehouse and the Montage Service Technician could complete the service processI also considered giving him a loaner sofa, but then I found out that the sofa he had in his home had multiple cigarette burns on it, so I decided that I could not supply a loaner.I am not clear on what grounds he has filed a complaint against Miller Brothers Furniture, IncI understand that he may not be happy about the time frame for his repair parts from the maufacturer, but no one here has done anything wrongAs a matter of fact, we at Miller Brothers have attempted to go above and beyond to assist himHe informed me on our Facebook page that he had been recording all of his telephone conversations with my staffOn my conversation with Mr [redacted] , I started it by saying that I did not give him permission to record meWhen our conversation ended, he announced that he had recorded the call anyway,I have informed my staff, in all my [redacted] and warehouse, they are not to engage in any conversation with Mr [redacted] I do not expect them to take his abuse when we have done nothing wrongEspecially, when he is not interested in any help that we were willing to extend.Our Service Department ordered the parts as soon as Montage gave us the orderAt this time, Montage will be handling the repairs when the parts arriveSincerely, Pamela [redacted] M***CEO, President

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.
Regards,
*** ***

Revdex.comAttn: Ms. [redacted]400 Holiday Drive, Suite 200Pittsburgh, PA 15220Dear Ms. [redacted]: Please find this letter as our response to Complaint ID# [redacted] filed by Mr. [redacted] on March 16,2017. Mr.[redacted] purchased a reclining sofa and reclining loveseat from Miller...

Brothers Furniture, Inc., on August4, 2015. Shortly after his purchase, Mr. [redacted] called to report an issue with a footrest on one of the reclining pieces. Miller Brothers Service Technician was sent out, and under manufacturer's warranty, the issue, was resolved at no charge to Mr. [redacted]. Mr. [redacted] called back on October 24,2016, a year later, stating that he was having an issue with his sofa and loveseat. -At this time the issue he was having was not covered by the manufacturer's warranty.  He was reminded, however, that he had purchased a protection plan through Montage that would cover whatever accidental damages had occurred. He was given the' information by our Service Department as to how to proceed. At this point, as in any similar situation, our involvement is over and all further details of the  service are handled between Montage and the customer. Once it has been determined that parts are needed; we are contacted by Montage to see if the parts are available. If they are, we would be advised by Montage to order the parts. Mr. [redacted] contacted.Montage but did not follow through with the process of filling out the paperwork to process his claim. Then on January 17, 2017, Mr. [redacted] called wanting to know why we had not been out to fix his furniture.  We contacted Montage and found that Mr. [redacted] had filed his claim. At that point, we once again gave him the information he needed and instructed him to call. He became belligerent, swore at my Service Manager, and hung up the phone.The next call we received from Mr. [redacted] was on March 15, 2017. He wanted to know where his parts were. When the Sales Associate answering the telephone asked for his name and more information so that they could help him, he again became belligerent and completely irrational. He then hung up. Several more phone calls came into our establishment within the next few days from Mr. [redacted], always ending the same way.Once I was made aware of the situation, I decided that even though it was not a warranty issue, I would send our Service Technician out to his home at no charge to do a temporary fix until his parts arrived at our warehouse and the Montage Service Technician could complete the service process. I also considered giving him a loaner sofa, but then I found out that the sofa he had in his home had multiple cigarette burns on it, so I decided that I could not supply a loaner.I am not clear on what grounds he has filed a complaint against Miller Brothers Furniture, Inc. I understand that he may not be happy about the time frame for his repair parts from the maufacturer, but no one here has done anything wrong. As a matter of fact, we at Miller Brothers have attempted to go above and beyond to assist him. He informed me on our Facebook page that he had been recording all of his telephone conversations with my staff. On my conversation with Mr. [redacted], I started it by saying that I did not give him permission to record me. When our conversation ended, he announced that he had recorded the call anyway,I have informed my staff, in all my [redacted] and warehouse, they are not to engage in any conversation with Mr. [redacted]. I do not expect them to take his abuse when we have done nothing wrong. Especially, when he is not interested in any help that we were willing to extend.Our Service Department ordered the parts as soon as Montage gave us the order. At this time, Montage will be handling the repairs when the parts arrive. Sincerely,  Pamela ** M[redacted]CEO, President

February 26, 2016Revdex.comAttn:  [redacted]Dear Ms. [redacted]:We received a call from [redacted] [redacted] on 12/28/16 about an issue they had with their [redacted] rocker recliner.  They purchased the recliner from us on 5/29/14....

Our Service Manager called and spoke to [redacted] on 12/29/15, at which time the [redacted] warranty was explained.  The customer had also purchased a protection plan that we offer our customers for accidental damages that may be caused in the home.  Our Service Manager also explained the protection plan to the customer, because in addition to accidental damage caused in the home, it also covers broken mechanisms, frames, and springs.  [redacted] The customer was also advised for us to make a service call to inspect this recliner there would be a service fee of $59.95+Tax. This would include us evaluating the chair and repairing it if possible, but the customer was also advised that if parts would be needed and they were not covered under manufactures warranty, then the customer would be responsible for the cost of parts and labor to install.  [redacted] was also given the option to call the Protection Plan company.  [redacted] advised at that time that she would pay the service fee so, we scheduled an appointment.   [redacted] called right back asking if we would be taking the chair with us. We told [redacted] that we don’t normally remove their furniture from the home, but if she would like I could check to see if we had a recliner we could loan them until we could get theirs fixed, and we would call her back the next day.  Before hanging up the phone, she advised she would also like the number for [redacted] customer service.  We called back the next day to give [redacted] the number for [redacted] customer service and also offer the loaner recliner to use.  At this time the customer told us that she had already got the number for [redacted] customer service.  We explained we could bring her a recliner to use until we got this resolved.  [redacted] told us that [redacted] said she could send pictures and she had already sent them.  We advised the customer that she has put this in the hands of [redacted] and we need to see what happens.[redacted] called on 1/4/16 stating that [redacted] had called her and requested a technicians report.  We explained that we could get her a technician report but there would still be the service fee.  [redacted] agreed to pay the service fee and we scheduled service for 1/5/16.  On 1/5/16 our technician was not able to complete the service call because the customer was not home when he arrived.  [redacted] called in and spoke to our Service Manager and explained why she was not home, at which time she was rescheduled for 1/14/16.  On 1/14/16 the service report was completed.We contacted [redacted] Customer service on 1/18/16 & obtained the information need to forward the report.  We were not able to forward the information due to computer difficulties. I did contact [redacted] on 1/18/16 to let her know that I was going to send report to [redacted].  On 1/21/16 we emailed the report to [redacted]. We did not hear anything else about this until 2/16/16 when [redacted] called asking where her part was. We explained to the customer she would need to contact [redacted] to get that information. With this being handled through them we would have no way of tracking the order. [redacted] stated that she thought this was going through us now because she paid us to do the inspection. We explained that when she opened the case with [redacted] everything was being handled through them.  [redacted] asked me how much it was going to cost for our tech to replace the part. We advised the labor cost for the repair.  [redacted] stated that she was going to call [redacted] and see if she could get them to cover some of the cost.[redacted] called on 2/18/16; she received the part for their chair and asked when we were coming to fix it. We scheduled the repair for 2/25/16, with a reminder of the labor fee for the repair. [redacted] then advised she had a call into a manger to see what could be done about that.Our service tech went to the consumer home on 2/25/16 and replaced the seat frame.  We called, spoke to [redacted] reminded her that the labor fee was to be paid at time of service(Was not paid) and that we will be sending her a bill.  All [redacted] said was OK.[redacted] warranty states that the consumer is responsible for the in-home inspection fee.  Miller Brothers Furniture does service Inspection/Evaluations free of charge for 1year from the date of purchase.  The warranty also states that the consumer will be responsible for labor costs after the stated time period; one year from date of purchase.  Miller Brothers Furniture has fulfilled the manufacturer requirements.  In fact, we went above and beyond by offering a loaner.Sincerely,Pam M[redacted]Owner/CEO[redacted] warranty states that the consumer is responsible for the in-home inspection fee.  Miller Brothers Furniture does service Inspection/Evaluations free of charge for 1year from the date of purchase.  The warranty also states that the consumer will be responsible for labor costs after the stated time period; one year from date of purchase.  Miller Brothers Furniture has fulfilled the manufacturer requirements.  In fact, we went above and beyond by offering a loaner.