MBVT Properties, LLC

Revdex.com:At this time, I have not been contacted by National Home Grocer regarding complaint ID [redacted] .Sincerely, [redacted]

National Home Grocer delivered to [redacted] products on Friday as promisedWe agree that there were several items delivered in errorWe spoke to [redacted] and reviewed exactly what items she expected, and those items were delivered to her on Thursday, 3/*/16.Additionally, Christy, the National Home Grocer Finance Manager spoke with [redacted] and assured her that her next payment, which is due on March [redacted] will be paid by National Home Grocer to the finance companyThis is being done as a courtesy to [redacted] and her family as it is our hope to satisfy all of our customers needs to keep them happy as long term customers.While [redacted] is asking to cancel her contract, it is not our policy to do soOur commitment is to satisfy [redacted] and ensure that her family is getting the food and service that she anticipated at the time the contract was signedTo this point in time, we believe we have done everything possible to ensure that satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] We have calledNO ONE returns our calls and why can't we return the $freezer just like any other dissatisfied customer???? If I had purchased a regular freezer from a store I could return itWhat exactly is the discount? I pay for the food and I pay for the freezer and apparently I am paying for a freezer that is not returnable even though the agreement signed is contingent upon using THEIR freezerFunny how they now accept no responsibility for the freezerAnd noWe did not call about replacing foodWhy would we? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.My name is [redacted] , I filed an on line complaint against National Home Grocers about weeks ago and since the Revdex.com and the State Attorney General had contacted National Home Grocers about the complaint they have rectified the problemNational Home Grocers as part of our agreement has instructed me to contact the Revdex.com and the Attorney General’s Office to let them know that they have totally resolved the complaintHow do I go about officially notifiying the Revdex.com of this Sincerely, [redacted]

We are very sorry to hear that the customer is not happyThis customer placed an original order with us in July of which was delivered in early AugustThey received the correct quantity of meals for the family as was outlined in their agreementTheir payments for the freezer were predicated
on a discount they received off of their food which covered the cost of the freezerWhile they claim the freezer cost is $780, that is not trueOur program pricing allows for the lifetime discount to remain on the food after their freezer is paid offThey would pay the same amount for the food only as they do for the food and freezerWe also provide lifetime warranties on both the food and freezer to our customersIn fact, the ***'s took advantage of the warranty when there was as issue with the freezer and the food defrostedWe replaced all the food in the freezer, no questions asked. If they had bought a $freezer from a store, the food would not have been replaced and would have been a total lossWe have not received any additional calls about loss of food since the initial replacement was made.As to not returning phone calls, we have spoken with the ***'s on several occasions (most recently on March *, 20160 and explained the policy of no return on the freezer. That their financial situation has changed, and they can no longer afford the service, is of course a concern, but not one that is National Home Grocer's faultHad the ***'s reordered, they would continue to receive all the full benefits of our service

The consumer signed a contract on 2/**/which was for the purchase of a freezer which was to be paid out over months and for our food program for monthsThey received a discount on their food which covers the cost of the freezer. Our program is designed so that after 5months, the
customer will place a reorder for their food at their discounted rate, which again covers the cost of the freezer over the subsequent monthsThat food order can be changed each months to satisfy the preferences of the customer, and the actual dollars might be the same, less (if their order is for less actual food than the original order), or more (if they increase the amount of food they desire).When our representative originally met with the consumer, a monthly budget was established of what they were currently spending (over $800/month)Our representative then built a program for them for significantly less than their budget ($435/month), which allows for significant funds to purchase those items our program does not provideIn their complaint, the consumer states that they would pay off the balance quickly, which is always their optionBy paying off the freezer early, the consumer actually did save additional money, because their is an interest rate factored into their monthly paymentsPaying off the food early, does not exclude them from having to place a new order after months and being billed for it.Regarding the desired settlement request of the consumer, we do not refund money the freezer after months of serviceWhile we understand that the consumer feels they can get a comparable freezer for less, their are other factors that are included in the price that we charge, including a lifetime warranty on the freezer, a full warranty on any food that might spoil in the event of a power outage or power surge and their lifetime discount on the foodWhen working with our customers, we do everything we can to give them 100% satisfactionOur program is designed so that when the freezer is paid off, they will continue to get the discount on their food which over time is a significant savings for themWe made an attempt to resolve the concerns of this consumer and re-explained how the program worksAs of this response, they have chosen not to continue to purchase the food at the discounted rate

We have been in discussion with *** *** *** *** *** several times over the past week.We anticipate resolution of her complaint within the next several days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company has not resolved my issue because; 1) their cancellation policy is days after signing the agreement which is BEFORE any delivery is made and the consumer cannot base any decision on the product within that time frame; 2) the freezer is part of that agreement and if I am canceling the food I am canceling the equipment to hold said food; and 3) we tried to cancel early on but Steve R*** would not let us because we only had the food for a weekIt was after that time we had replaced the food because how can one decide if the food is spoiled???? We are trying to resolve this to both our satisfaction and the company's We could have handled this A LOT differently and chose to do this without nasty exchangesIt seems the company would prefer that a consumer get their money's worth and report spoiled food and replace the food constantly under warranty rather than admit that their service is not for every oneThey are hawking freezersNothing moreWe will seek judicial intervention in this matter from here out.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

As stated in the complaint, this customer has been with National Home Grocer for over yearIn that time, they have benefitted from our discount program wherein they receive a discount on their food to cover the cost of their appliancesThis discount has been in place since
their first purchase which was for their freezer and initial food orderThe first reorder they placed was for food only, and they did receive the benefit of the discount on the food order.Recently, as stated, our rep Peter met with the family and offered them a promotion wherein they would receive additional products (professional juicer and food/salad cutter)This order kept their total monthly cost the same for these items and their new food order as they paid ONLY for the food in their last reorder. As the customer has enjoyed our food (otherwise they would not have ordered the 2nd or 3rd time), the additional discount they will pay for their food once all the appliances are paid, will remain at $per monthThe total amount they currently pay for the food and appliances is the exact same amount they would pay for food if they never bought appliances from usAdditionally, there are lifetime warranties given to our VIP customers that would not be available had they not bought the appliances from us.The new contract was explained in writing, and the customer did sign both the contract and customer receipt which detailed the purchaseWe are always concerned about our customers and do everything in our power to keep them satisfiedIn fact, on their first order, we made an a(at no charge) to their food, as the family felt there was not enough to last them the months of the program.Because we value them as a customer, we will reach out again to find an equitable solution for both sides

Revdex.com:At this time, my complaint, ID *** regarding National Home Grocer has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*** ***

We have been in contact with *** *** several times over the past weeks to discuss his purchases and payment plansHis original food purchase was for $which included a deposit of $His monthly payments were to be $We have explained to him that when purchased his
appliances, the discounted rate he received of 50% was toward his original purchase of his food for $1825, making the food purchase $When we applied to purchase of the appliances, his food payment will be $(the discounted rate) and the appliance payment will be $This makes his monthly combined payment $363.59, which in fact is a few dollars less than his payments would be without the appliances.As for the on-line payment he made, NHG has issued him a complete refund of that payment.While we have not come to complete resolution with *** *** as of this writing, we continue to be in dialogue with him and expect to come to a full understanding and resolution within days

As [redacted] stated, we did in fact meet with both he and his wife. Our rep, Peter met wit[redacted] this morning, April **, 2016 and  all questions and concerns have been resolved.  He understands the cost of the appliances and the discount on the food, and understands what his future food costs will be.

We spoke with [redacted] on 2/**/16 and resolved her complaint by assuring her that we will deliver to her, by next Friday, 2/**/16, replacement items for any of the items that she is not satisfied with and wants to exchange. We agreed that it will not be necessary for her to cancel the...

service.

The [redacted]'s claim that they have left messages and no returns their calls is not true. We have spoken to them on several occasions and explained the program and how the discount on their food covers the cost of the freezer. That they have chosen not to reorder food, does not require us to take the freezer back from them. What company would take a used freezer (or any other product for that matter) back from a customer after 5 or 6 months of use? Nowhere in our agreement does it state that purchase of our food is contingent on purchase of our freezer. Our program is designed that the cost of the freezer  is covered by the discount we give them on their food, defraying the cost of the freezer.They also claim that we did not replace food. That is also untrue. On or about October **, 2015 we delivered to the [redacted]'s an extensive list of food (see attached) that was a replacement for food that was spoiled in their freezer. This was part of the 100% warranty that we offer to all of our customers, guaranteeing replacement of an food no matter what the reason.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 We have called. NO ONE returns our calls and why can't we return the $3000.00 freezer just like any other dissatisfied customer???? If I had purchased a regular freezer from a store I could return it. What exactly is the discount? I pay for the food and I pay for the freezer and apparently I am paying for a freezer that is not returnable even though the agreement signed is contingent upon using THEIR freezer. Funny how they now accept no responsibility for the freezer. And no. We did not call about replacing food. Why would we?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Christi from the Homegrocer called me and assured me that I would receive my exchange in Friday. Besides that they would pay one month of my service because I was unhappy and because they REFUSE to cancel my contract. I received my exchange today and once again it is not what I ordered or wanted. They also have not paid the month that they promised yet. I really am unhappy and have had enough of empty promises from this company. I really would like my contract canceled. They have not kept their portion of the contract. I have continued to pay my monthly payment even though they continue to not fully help me out. Please have this company cancel my contract and refund me for their poor service.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Yes they refunded me $1110 and only charged me $912.50 but the salesman ,Peter, over and over said that he would cut the food bill by 50%, and by taking the appliances it would cost me the original amount of $1825 TOTAL. in other words if we don't take appliances it would cost us $1825, if I do take them it would still cost me $1825. Peter said it up to 3-5 times that this is the deal. My wife and I would ask him over and over, and he stated that this is the deal. At no time did he say we will discount your food order by 50% and charge you approximately $4200 for pots and pans. If he would have said it this way we would not be in this situation.
  I spoke to Christy from there company a few days ago but we got no where so we have an appointment on Wednesday 4/**/2016 to try to rectify this situation.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

National Home Grocer delivered to [redacted] products on Friday 2/**/16 as promised. We agree that there were several items delivered in error. We spoke to [redacted] and reviewed exactly what items she expected, and those items were delivered to her on Thursday, 3/*/16.Additionally, Christy, the National Home Grocer Finance Manager spoke with [redacted] and assured her that her next payment, which is due on March ** will be paid by National Home Grocer to the finance company. This is being done as a courtesy to [redacted] and her family as it is our hope to satisfy all of our customers needs to keep them happy as long term customers.While [redacted] is asking to cancel her contract, it is not our policy to do so. Our commitment is to satisfy [redacted] and ensure that her family is getting the food and service that she anticipated at the time the contract was signed. To this point in time, we believe we have done everything possible to ensure that satisfaction.

[redacted] did in fact sign a contract with National Home Grocer in April 20**. He gave us credit card information for a deposit, which was never run and/or charged to his account, because he repeatedly put off acceptance of delivery due to his unavailability in April or May. He indicated that he...

would call us back in June  and never did, and did not return messages left for him, at which time we put his account into a closed status. We did contact [redacted] again 6 months later  through a completely different marketing effort at which time he agreed to meet with us. [redacted] did in fact present our representative with the signed contract which we rewrote. There was discussion about the deposit at that time, and we agreed with [redacted] that we would honor that original deposit (even though when our accounting department checked was never charged to his account.) This occurred on October **, 20**. Once his order was processed, we reached out to [redacted] to arrange to deliver his freezer  and food.  He stated in his complaint that his order was delivered the next day, but in fact it was not delivered until Nov. **, [redacted].  We did receive several phone calls and messages from [redacted] regarding the food quantities and did order additional food for him at NO CHARGE.  He did receive that food on Dec. **, [redacted]. We reached out to him on Dec.* to arrange delivery, but he was not available until Dec **. Finally, [redacted] and National Home Grocer came to an agreement on lowering the cost of his freezer without changing the discount we gave him for his food order (both current order and future orders). He made a direct payment (on Dec [redacted]) to National Home Grocer for the freezer and he will continue to make his monthly payments for the food.

Revdex.com:At this time, I have not been contacted by National Home Grocer regarding complaint ID [redacted].Sincerely,
[redacted]