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Inland NW Estate Sales, LLC

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Inland NW Estate Sales, LLC Reviews (3)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Bill Sauther (SEE BELOW)
Michael:
We have never had a conversation before, only with
Aimee. Perhaps you need to get your
facts straight
1: Integrity of the Sale:
-
Inland Northwest Estate Sales removed items
before the sale. Pressure Washer and a
Piece Outdoor set (sofa, (2) chairs, ottoman, Tables)
-
Husqvarna Lawn Mower: When Aimee did her walk through it was
explained that there would be a lawn mower for the sale just not the Husqvarna
-
Vacuum, doggy door and other items: All of these items were placed in a corner of
the garage, covered with a blanket with a sign that said not for sale. Inland Northwest estate Sales ignored the
sign and put those items in the sale.
2: Scratches on the Floor:
-
You’re implying that we made the scratches. Inland Northwest Estate Sales made these
scratches when they removed the Piece Outdoor set
-
We immediately called Inland Northwest Estate
Sales (Aimee). Aimee apologized for the scratches and
informed us that it would be taken care of
-
I received text messages from Aimee stating
that the floor would be taken care of and buffed out
-
We had to pay the new homeowners $to have
the floors fixed
3: Other Issue:
-
Piece Home Office: Inland Northwest Estate Sales mistakenly put sold
tags on this item. After my phone
conversation with Aimee it was agreed that the home office would be donated to
a charity and we would receive a 50% credit because of the mistake.
Shortly after this phone call I received an
email from Aimee stating that Inland Northwest Estate Sales was not responsible
for putting the sale tags on the home office and that your company would be
glad to donate the home office to charity and get us a tax receipt
Michael, all I can say is keep your
$250. I don’t see any way that we will
be able to resolve this complaint
Bill S***

We have reviewed the response from Mr. S[redacted].  We completely agree with Mr S[redacted] on one point, this is unlikely to be resolved to both parties satisfaction.  I think we have reached a point that continued back and forth , point counter-point is unlikely to lead to a path of resolution.We would again like to point out that the signed agreement that Mrs. S[redacted] executed does provide for "zero liability" for our company for any property damage or personal injury that may occur during or in advance of the estate sale (during our set up process or during the final cleaning.)  We ask for clients to maintain their homeowners insurance throughout the entire sale process.  We understand this damage was not severe enough to warrant turning in for reimbursement from a homeowners policy.  It would be impossible for us to warrant a house against damages, we deal with the public as well as moving, pricing and displaying the clients items in their home.  It is very similar to moving in or out of a home it is possible that minor scratches or blemishes to a wall of floor could occur.  We take care when working in a customers home, but there is always the possibility that an issue could happen, that is the reason for the "no liability" clause in our agreement.  In addition my team nor I know of when exactly the scratches happened.  It is possible it could have happened during the clients last few days in the home when the final items were removed.  We don't know if the client had a friend or family member that they allowed access to the home, the scratches could have happened at anytime, by anyone that had access to the home.We also strongly believe the amount of $750 was extreme.  This money was not used to repair the floor, it was used to compensate the new owners for the damage to the floors.  If they had called a company and requested a bid we are confident the whole matter could have been resolved quickly and for very little money.  The client was simply worried the current buyer would not close on the home with the scratches now being visible, so they paid an inflated price as opposed to just fixing the floor for the new owners.  Although we are not experts we do have our own wood floors in our home and have had them refinished quite recently.  We had an entire room (similar in size to the clients home) refinished (including buffing and polishing) for just under $850.  That $850 was for an entire room, a scratch should have been a few hundred dollars or less in our opinion....not $750.  Despite the fact that we have a signed agreement absolving us from liability, we still chose to try and resolve the issue to make the customer happy.  We are a small company and although $750 may not seem like a large amount to Mr. S[redacted] it would equate to the entire profit earned on this clients sale.  We have never had an unresolved complaint either through the Revdex.com or outside of it.  We pride ourselves on going above and beyond for our clients.  I truly believe that no other estate company would have made an offer to the S[redacted] family considering the lack of liability and not knowing the true facts on how or when the scratches happen.  Mr. S[redacted] also fails to point out the positive of his sale.  We were able to accomplish the majority of the goal in the downsizing of their family home and earned the family over $4,000.  The client did not have to lift a finger we handled everything start to finish.  We also did not charge the client commission on items that were removed from the sale after the agreement was signed.  We have been very accommodating to this client.  I am open to guidance from the bureau if you feel there is another compromise that makes better sense in this situation.  If the bureau has no input at this point, we would truly like to wish the S[redacted] family best wishes for their future and we sincerely apologize that we did not meet their expectations.Kind Regards,Michael H[redacted]

We do agree with some of the facts regarding this complaint.  We were hired by Jane S[redacted] to conduct a sale to achieve the goal of downsizing their estate.  On July 12th we picked up the key to the home and began set up the following day.  On July 15 upon arriving at...

the home we noticed that several key ticket items had been removed or replaced with much lower value items. A Husqvarna lawn mower,  white shark vacuum,  sliding glass doggy door and a few other items.  When I asked the homeowner about missing items she acted as if it was no big deal.  When we agree to take on a sale we have a substantial investment in labor hours to set up and conduct the sale.  We know generally what a sale will do by doing an initial walk through, so we took this sale based on some facts that were changed after our agreement was signed.  It is clearly spelled out in our agreement that no items are to be removed from the premises after the agreement is signed.  If items are removed they are subject to a 40% commission on the current resale value.  Although this did break the rules of our agreement we chose to not charge the customer commission on those items.   On the 15th the client approached Aimee about some scratches on the wood floor leading from the sliding glass door to the garage.  Aimee had never noticed them during the 13th to the 15th so she believed it was likely due to the homeowners removing items the evening before, most likely the doggy door.  Mrs. S[redacted] seemed upset due to the fact her house was closing very soon.  We understand these type of situations (downsizing and moving) can be very stressful, so we explained we would have our cleaning crew do our best to mitigate the scratches during our final cleaning. After the sale my cleaning crew spent additional time on the scratched area.  We agree the scratches were still noticeable, more noticeable now that the rugs covering much of the wood floor area were sold.The floors in the dining room adjacent to the kitchen and formal dining area near the entrance were dark and bumpy.  The floors throughout the home were not in pristine condition.  All the floors had normal wear and tear on them. One week later on a Sunday evening the 26th of July I received a very demanding voicemail message from Mrs. S[redacted].  She was demanding we pay a bill of $750 for the floor.  She stated she had paid that amount to have the scratches fixed. In this complaint she now says she negotiated with the new home owner so she could close her home sale.  I think this is simply a situation of the new home owner and Mrs. S[redacted] taking advantage of the situation. Our client agreement which was signed by Mrs. S[redacted], fully explains we are not liable for injuries or damages and that we expect homeowners to maintain their homeowners policies in full force.  We are a small business and we work very hard to run a great sale for our clients.  We did not charge the client commission on the items removed and even though we are not sure when or how the scratches occurred, to maintain our high level of commitment to running a successful small business we offered a $250 compromise.  We felt this was more than fair based on our contract being very specific regarding damages. We will still be willing to give Mrs. S[redacted] a $250 check to resolve this issue. Sincerely, Michael H[redacted]

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Address: 25 W Nora Ave Ste 102, Spokane, Washington, United States, 99205-4800

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