McVay Plumbing Co. Inc.

Hello, We are very sorry to hear about this problem. I have sent your complaint to the store manager Nick. He is working on this today with TCS and our finance department about the interest free offer, and he will contact you by the end of the week to get this resolved for you. Should you have any questions, you can reach him on Friday ***. He said he will take care of this for you.thank you.?

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I left a message for Nick prior to filing this complaint and have no faith that Nick will follow through I have satisfied the loan with TCC and paid the fees to them to protect my credit, so not only am I out the money, and I was forced to pay in interest, but I am out of the use of my money for the moths interest free that I was promised Being forced to pay the in full plus interest versus spreading it out over months has taken money away from other needs and forced me to finance other purchases with credit at a lower rate
Regards,
*** ***

Hello,We are very sorry that Ms*** has had a bad experience. The mattress was delivered today with no problems, but our Store Manager from the *** Dump store will contact her directly to speak with her about the order.thank you

We sincerely apologize that our customer has not received a responseWe will follow up with the manufacturer this week and follow up with Mr***

Hello, We're sorry to hear that Mr*** is upset. Our terms and conditions are printed with the sales order. We do not take returns at the Virginia Dump stores, however, if an item will not fit, we will take it back right away (the next weekend that the
store is open), with a 20% restocking fee.Because the merchandise is in the box, we will authorize the return, and we will also not charge the restocking fee this time.We do appreciate Mr***, and value his business. Our rep Ann Nimmo called Mr*** today and let him know that we have approved the return. The ticket number for the return is ***. He just needs to make sure that he returns the box this weekend, and the box must be in good condition.thank you

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Hello, The order was not purchased by *** *** however we have answered her. We are obligated to restore any possible vendor issue. The recliner was not a demo. It was pulled from stockThe vendor did approve sending a part, and the part was
received.We have satisfied a credit card charge back investigation, and have also answered the Attorney General's office. (please see ***).The Manager of Customer Service has discussed this service file with Ms*** many times, and the Director of Customer Service has tried to reach Ms*** on different days to discuss.We are obligated to install the part, and are more than willing to do that. Thank you

The part has been "on order" for at least months now I have emails from the vendor to prove itand still has not arrivedWhen will the part arrive it should not take months to receive the partI am not confused at all about the warrantyMy confusion is why it takes months to get the part in and fixed

RevDex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Revdex.com:I just now received a response from you saying the Dump had offered me a comparable product and I declinedNo such action ever happenedI have received no contact from the Dump offering me anythingI request that this complaint be re-opened and it be determined who contacted me and what I was offeredIt's sad that the Dump would make such a claim when no one has ever contacted me from the DumpThe Dump should not be credited with trying to resolve an issue when they didn't make any attemp to date.Thanking you for reopening thiscomplaint,

[A default letter
is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Customer wanted a rug for I showed him what rugs we were promoting and he wasn’t impressed with anything I showed himHe was adamant about getting the rug for He then started accusing us for advertisement and threatened to report us to local authoritiesI than offered to
pull the advertisement in which he specifically was inquiring about for in depth detail of his concern, which he hastily made a retreat for the exit doorThanks *** ***
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*** *** ***
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** ***

Hello, We service what we sellWhen a customer reports a furniture breakdown or issue, a report is taken and very often we ask for photos. After an evaluation of the photos, we typically will schedule (and pay for) a service technician to make a house call to either restore the merchandise, or tell us if a part is needed to restore, or restoration is not possible. If a part is needed, we contact the vendor and order the part. Many of our vendors are out of the United States and ship out parts on overseas containers. There could also be further delays if the parts are not in stock. Once the part comes in, it will be installed, and if the installation does not rectify the situation, a replacement will be provided. If a replacement is not available, a reselection or refund will be processed after the return of the defective product.Here is the timeline for this customer's file:8/23/17 service report of USB failure.8/23/17 Furniture service technician service company; *** contacted with request to schedule a technician.Technician scheduled to go to home on 9/8/17.9/02/17 Customer Service Rep emailed customer reminder of service appointment.9/8/17 Service tech appointment with AHM technician.9/12/Tech report back in requesting a part order for USB box.9/13/Vendor confirmed part in overseas stock.9/15/17 Part order acknowledge. Customer was emailed to inform that part is on order. 9/23/17 Service Representative emailed customer to advise eta is 6-weeks.10/4/17 Service Representative emailed customer to advise that we have no eta from the vendor.10/10/17 Mr*** called in asking for the eta and to let the Representative know he would escalate his complaint because he did not want to wait for the part to come in.Mr*** is contacted each week by the Representative or he calls himself as he is not happy with the wait.We just received a shipment of the actual furniture, but not the part packets. The packet will still be sent to Mr*** directly but we do not know when. In the meantime, Mr*** has been called, and we will simply exchange the item since they are in stock. Mr*** was happy with that. thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
This companies reply is the exact proof that they are liars and scammersYes, the warranty was offered at the time of purchase but I was also told I could call before the items were delivered to add the warranty, they told me I could call anytime as long as it was before the couches were in my houseI called days before up to delivery only for know one to call me back and apparently the store was closed only to be opened days a week, so the sales rep should have instructed me that I COULD NOT call before they were deliveredI told the rep on the phone during delivery that I had emailed and called to add the protection plan and they said the store would have to call meThe sales rep in the store SPECIFICALLY told me to buy the protection plan because the following were includedWEAR AND TEAR, PET DAMAGE, DAMAGE FROM CHILDREN plus much moreI have tried calling the store and trying to contact customer service since Decemeber it wasnt until april that I received information of how to submit my claim for the protection plan ( which I never received any paperwork or information about ) I also was wrongly isntructed on what to submit for the claimThe rep on the phone told me although the initial damage was a puncture/tear it was now peeling so submit it like thatINTERESTING that I never being given the plan would not have known that peeling was what wasnt covered therefore my claim was deniedI also was denied by the vendor ( according to the dump) because one of the two issues wasnt coveredBesides the tear on the arm rests material is literally falling off on its own, also in MANY other spots on the couch WHICH is a manufacture defect and the DUMP told me that it is not and that I caused itNOT TRUE. IN NO WAY DID I EVER SAY OR IMPLY THAT MY "DOGGIE" CAUSED THE DAMAGEThis company sold me a protection plan by lieing about what it covered and has lied to get around helping me in every situationI have never once receieved a call back which is why this is almost a year of me trying to get someone to assist meI also was never told about this " as is" for the furtniture, dont you think if it was as is the company shouldnt have sold me a warranty that clearly wouldnt apply to the furniture Seems like that may be their policy for furniture that arrives damaged but the leave out important facts to tell the customers so they can still make money.I now own a protection plan that is useless

Hello, I have sent this complaint to the store. They are not open during the week, so I will not have access to any of the finance copy or to speak to the store manager until Thursday this week.As soon as I have a response from the store, I will respond with the finance contract
info.thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Business response is a total falsehood.  But I am not shocked.  He would not even look at the ads and I never mentioned any prices.   I just wanted to see some rugs that were advertised by the business.  None of the advertised rugs were in the store and they were not in the store a week before, as we visited The Dump before the sale was advertised. I know they are not a trustworthy business, but the public still needs to report them when they pull these tricks. 
Regards,
[redacted]

Under customer file [redacted]  Order number [redacted],   purchase of 5 piece sectional made by [redacted].  delivered May 16 of 2014.   June 20, 2014   customer called in to report a discoloration spot.   6/28/14-- Leather technician went...

to the home and reported that there is no vendor defect.   The areas that the customer pointed out looks like accidental damage or customer use.The areas were scratched, and that is how the color was removed.    The leather tech restored the color to vendor condition.   Mr. stated he was satisfied with the work.-Service file closed.4 MONTHS LATER, 10/6/2014-- customer reports discoloration again.   Leather tech went to the home and restored the area.   Customer reported good work-Service file closed.3 months later, 12/29/2014-- customer reports the raf recliner not opening and closing smoothly and also reports more discoloration.   Technician is sent out and he reports that there is a problem with the mech, and possibly also the motor.   The discoloration appears to be pet scratches and can not be restored this time.   It was also reported that the condition of the furniture was poor with many scratches and pet footprints on it.We requested a motor and a mech to restore interior-- and it took several months to get just the motor.   The mech still had not arrived.   Mr. [redacted] was unhappy with the wait.   We requested an RA from the vendor due to the long wait for parts.   3 months later....March 13, 2015 we were given an RA..from the vendor,  but we could not replace the merchandise, because it was no longer being made.     Mr. [redacted] was approved for a reselection.    A return ticket was entered.  206LLK422.  Rep called the [redacted] and left a message.   We hold reselection approvals for two weeks.    3/27/2015    Reminder call made to the [redacted] to advise they need to go to the store and reselect.Customer did not process any reselection.    In JUNE 2015 The [redacted] contacted the store manager and we got an extension for the RA.    Mr. [redacted] indicated he was moving to PA.   Arrangements were made to accommodate them.    The return was done in Virginia on [redacted].   Merchandise inspection reported pet damage.Reselection on [redacted]  4 piece sectional made by [redacted] delivered to the PA address on July 3, 2015.August 26 2015--   Mrs [redacted] called the Richmond Dump store and reported peeling and discoloration, and that she is unhappy with the quality and wants to return the entire set.    Rep requests pictures.Please see [redacted] pictures.The pictures were sent to the vendor who would not authorize an RA.   It was also noted that the merchandise would expect to have some fading, as it is in a sunny room, but looks good.    The marks appear to be rub marks, and not vendor defect.    No peeling is observed.     No return or reselect are approved.If the [redacted] have further issues,   they may call in to customer service and we will open a service file to report the issues to the vendor and respond accordingly.  [redacted] thank you.

Our customer purchased a sectional sofa on 1/21/2017 not on 5/8/2017.  He apparently experienced difficulty with the USB port on the console so he contacted [redacted] with whom he has a protection plan that covers accidental damage for 5 years. He was attempting to file a...

claim under the wrong warranty. [redacted] covers accidental damage, but manufacturer's defects are covered under the vendor  warranty for the first year from date of purchase. [redacted] transferred the customer's call to our Customer Service Department on 8/23/17. We immediately opened a service ticket and requested a service appointment with [redacted] to inspect and determine what was needed to restore the USB port to factory standard.  The customer scheduled an appointment with AHM for 9/8/2017. Our service representative emailed a courtesy service reminder to Mr. [redacted] on 9/2/2017. 
The technician's report confirmed that the USB port was not working. He recommended that we order a USB port with AC adapter attached. The part order was submitted that week and we asked the vendor to expedite the part.  This manufacturer is located in China and parts are shipped in sea containers. It takes a few weeks to receive the parts but we service what we sell. Mr. [redacted] signed a Terms and Conditions contract at the time of purchase which explained that factory trained technicians are sent to inspect and repair to factory standard.  If they cannot restore the piece, it is exchanged. If we cannot exchange the piece the customer receives a refund. We can restore the USB port although we regret we are unable to do so as quickly as Mr. [redacted] would like. 
It will not be possible to adjust any portion of the protection warranty which was purchased by Mr. [redacted].  He was confused by which warranty covered the defective USB port which is a understandable error. The mistake was not caused because the sales associate misrepresented the protection warranty to Mr. [redacted].

Hello,      have read the complaint, and I have been in contact with Mrs. [redacted].    While I can not prove a vendor defect,   I did contact the vendor rep and presented the pictures and service report.  I was unable to get a full credit from the...

vendor,  but I have decided that our company will take the amount that the vendor offered and we will write off the remainder and allow the [redacted]'s to reselect, even after the one year period. Thank you.

We apologize that the customer is upset with the purchase.    When a purchase is made, a copy of that purchase is given to the customer detailing all of the merchandise ordered.   On order number [redacted],  the 2nd line on the order shows two...

[redacted] Foundations at $60.00 each. and the delivery manifest also shows two mattresses and two foundations.The customer did call into customer service on the day of delivery, March 15th, 2016 and reported that he was unhappy that the foundations were on the order, and he had been charged for them, and did sign for them on delivery.   He said he would keep them, but he really did not need them.    The information was shared with the store team.The customer also sent in a negative review saying he was unaware that the foundations were on the order.The store manager did contact the customer and offered the customer to return the foundations for a refund, but the customer said no.    The store manager also offered a gift certificate in the amount of what he paid for the two foundations, but again the customer said no, as he was moving out of the state.Again,   we do apologize for any misunderstanding.thank you.

Delivery Ticket [redacted], Delivered 8/15/15-   Our delivery team did attempt to get the furniture to the desired room, however,  the furniture was too large.   Our delivery Rep spoke to the customer at the time of delivery on a recorded line, and Ms. [redacted] confirmed the...

headboard would not fit.   Our terms and conditions state that there will be a restock fee applied for all orders that are not able to be completed because the furniture will not fit.   Delivery fees are not refundable.    A manager did explain all of this to Ms. [redacted].Thank you.