Mantua Mgf Co

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.We did hear directly from Khris, quality engineer, and he has been outstanding; he's the only person we've talked to that has been respectful and courteous and genuinely attempting to resolve this matter However, despite his efforts we had another technician no show this weekend; this has been the fourth no show by technicians After so many failed attempts to get service, we would like to receive a full refund Khris scheduled a technician to come out and fix it on Saturday, June We were supposed to receive a call between and p.mon Friday from the service company to let us know when the technician would be coming on Saturday When we hadn't heard from them by 7:p.m., my wife called and had to leave a message requesting the time frame because it is an automated system Saturday morning at a.mthe automated message came in that the technician would be there between a.mand p.m After waiting for the technician all morning, when the technician didn't show, we called Khris directly at approx 12:p.mMy wife left a message and he immediately called us back We explained to him that we had another no show and told him that after so many no shows, we would prefer to get a full refund He understood and said he would get the process started to refund our money and that he would get back with us on Monday.After we spoke with Khris and left the house, we recieved a call from the technician at 12:p.m He said he didn't have our contact info and offered to come out on Sunday We told him no thanks, if he would have called earlier to tell us that he was going to be late that would have been different, but at this point we had already been dealing with the situation for almost months now and had talked to the company and asked for a refund He never indicated he was en route or anywhere near our house during the call He did immediately send a text offering to come out at our convenience The technician was not just a litte late he was a no show Again, Khris has been outstanding If we would have had his attitude from the beginning things may have been different Unfortunately, the service company has failed on at least four attempts now and we don't have any desire to keep the frame after almost three months of dealing with the same problem In addition, given the difficulty it has been to get a technician out here we'd be weary of keeping any Rize adjustable bases going forwardWe want a full refund and believe Khris is working to get that done Regards, [redacted]

From: David J*** Date: Mon, Jun 13, at 2:PMSubject: FW: Revdex.com Complaint ***To: "***@cleveland.Revdex.com.org"
***,
We received your notice dated June 7th regarding the complaint (***) from *** ***. We have reviewed the
complaint and spoken directly with the customer to get to a resolutionUnfortunately we outsource the customer service and in this case they most definitely dropped the ball. We are now dealing with the *** directly and are sending one of our own technicians to solve the problem. If it persists we will gladly exchange the bed
Please let me know if you need any more information
Thank you
David J*** | President
Mantua MfgCo
Northfield Road
Walton Hills, OH
T: +1-800-333-
www.bedframes.com

We have agreed to refund the customers money If not already done so this will be communicated to the customer This is really not typical of how we do business Given that we sell products nationwide we rely on third party technicians to fix any issues with our bed Unfortunately the agency we use in the geographic area of this customer has failed us and the customer miserably We apologize for the inconvenience this customer has experienced.Please let me know if you have any questions. Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We did hear directly from Khris, quality engineer, and he has been outstanding; he's the only person we've talked to that has been respectful and courteous and genuinely attempting to resolve this matter.  However, despite his efforts we had another technician no show this weekend; this has been the fourth no show by technicians.  After so many failed attempts to get service, we would like to receive a full refund.  Khris scheduled a technician to come out and fix it on Saturday, 18 June.  We were supposed to receive a call between 5 and 8 p.m. on Friday from the service company to let us know when the technician would be coming on Saturday.  When we hadn't heard from them by 7:50 p.m., my wife called and had to leave a message requesting the time frame because it is an automated system.  Saturday morning at 8 a.m. the automated message came in that the technician would be there between 9 a.m. and 12 p.m.  After waiting for the technician all morning, when the technician didn't show, we called Khris directly at approx 12:05 p.m. My wife left a message and he immediately called us back.  We explained to him that we had another no show and told him that after so many no shows, we would prefer to get a full refund.  He understood and said he would get the process started to refund our money and that he would get back with us on Monday.After we spoke with Khris and left the house, we recieved a call from the technician at 12:53 p.m.  He said he didn't have our contact info and offered to come out on Sunday.  We told him no thanks, if he would have called earlier to tell us that he was going to be late that would have been different, but at this point we had already been dealing with the situation for almost 3 months now and had talked to the company and asked for a refund.  He never indicated he was en route or anywhere near our house during the call.  He did immediately send a text offering to come out at our convenience.  The technician was not just a litte late he was a no show.  Again, Khris has been outstanding.  If we would have had his attitude from the beginning things may have been different.  Unfortunately, the service company has failed on at least four attempts now and we don't have any desire to keep the frame after almost three months of dealing with the same problem.  In addition, given the difficulty it has been to get a technician out here we'd be weary of keeping any Rize adjustable bases going forward. We want a full refund and believe Khris is working to get that done.  Regards,[redacted]