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Reviews Miller Brothers Furniture

Miller Brothers Furniture Reviews (4)

Dear Mt Baker: -I am writing in response to complaint #[redacted] that was filed against [redacted] Brothers- Furniture on March 10, 2015.• [redacted] purchased a sofa, oversized chair and ottoman frorn. us bn January 16, 2010.• -[redacted] called and-spoke with [redacted], the sales-associate she...

purchased the -• . merchandise from o~ March- 7, 2015. She told [redacted] that she wanted to discuss her -“lifetime warranty’ on the merehandisethat ~he purchased. [redacted] explained to her thatthe Manufacturer’s warranty was one year based on manufacturer defects and that the• Protection Plan that she purchased was a five year plan-against ‘accidents”. Her five. yearplan started on March 5, 201.0, the date she was delivered and expires March 5,2015.At this tithe, Ms. [redacted] proceeded to tell [redacted] that her fUrniture was stained in nUmerous• . spots. When [redacted] explained that you have to Teport each and every accident within 30:days of the occurrence, Ms. [redacted] stated that she wasn’t going to oàll every time herchildren spilled something on the furniture. She was going to wait for ten yeará ahdreport it all at once and get her furniture replaced.. [redacted] explained.again that theProtection Plan does notwork that way. Ms. [redacted] then called back later that day andstated that she thought he~ hand-written sales s11p said 10 years on it.• After. Valeriç reported to her manager, lthondâ Schrecengost, and the original paperwcirk• was pull4 from our files, we realized that [redacted] had written 10 years next to the plan. onthe original sales slip. We do have a 10 year plan for mattresses; but not for.fvrniture.It was simple human error that was correCted inour system-when the sale was entered..On January 16, 2010, Ms. [redacted] took her sofa and oversized chair with her. The ottomanwas backordered anddeliv~red OnMarch 5, 2010. When Ms. [redacted] was delivered that dayshe or herhusband signed a delivery receipt which actually showed that it was a five yearProtection Plan. In addition; she feceived her Protection Plan paperwork with her• Protection Plan Number that explains all the details of what is and isn’t covered and whatto do if there is an accident. The Plan states that “itt will not cover any stains, soils ordamage resulting from every dày use or that h~ builf up over time.”On March 10, 2015, [redacted] Schrecengost talked with Ms. [redacted] and offered her in storecredit for the full amount of her protection plan. Ms. [redacted] was not happy with that andwanted her to talk with the owner, [redacted]. After talking with [redacted] calledMs. [redacted] back and offered either full in-store credit or 50% cash refund. Ms. [redacted] said shewould get back to [redacted] and never has to this date.Regardless of whether the Protection Plan was a 5 or 10 year plan, Ms. [redacted]’s furniturewould not be covered because stains were not reported as they occurred, which isconsidered neglectPlease see attached original handwritten sales slip,, computer generated sales slip,delivery receipt and Protection Plan that Ms. [redacted] received. If you have any otherquestions, please do not hesitate to contact me at ###-###-####.Sincerely,Owner

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.
I did not receive a copy like they claim.  An arm on the couch did break within the past fourteen days of me calling and that is why I called.  Regardless of when the damage occurred, it is not the furniture store's job to judge the condition of my furniture over the phone and to tell me that I neglected and abused my furniture.  The whole transaction was misleading and I am extremely disappointed.  I understand that human error occurs but usually someone is responsible for making it right and it is not the consumer.  
Regards,
[redacted]

Review: Purchased a recliner in March of 2014 and paid $500 for the recliner and $175 for the extended warranty. In December of 2015 the recliner collapsed. Miller Brothers Furniture was contacted on 12/27/15 to report the faulty product and get a technician to take photos of the recliner and send them to [redacted] the manufacturer of the recliner. We also contacted [redacted] and were instructed to take photos of the recliner and send to them which we did. A technician came to take photos of the chair approximately January 10, 2016 and charged us $59. [redacted] then gave us a disposition approximately two weeks after the technician took the photos. [redacted] then contacted us and said they would replace the seat and we would have it mailed to hour home within 7-14 days but would have to pay the technician to repair the recliner. After two weeks with nothing be mailed to our home, we contacted Miller Brothers again and the customer service representative Lisa was not very accomodating on the phone and stated we shouldn't have contacted [redacted] directly. We then contacted [redacted] again and they said the seat was shipped on 2/15/16. We have had a chair in our home for 2 months we can't use and [redacted] and Miller Brothers Furniture are not standing behind their product.Desired Settlement: I shouldn't have to pay these additional fees when I purchased the extended warranty in the beginning.

Business

Response:

February 26, 2016Revdex.comAttn: [redacted]Dear Ms. [redacted]:We received a call from [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.

Review: Purchased a protection plan on our furniture. Receipt says warranty is 10 years. Warranty was 5 years and expired two days before we tried to use it. Company will not even refund the amount we paid for the warranty, let alone honor the warranty.Desired Settlement: I would like for my furniture to be repaired and restored and if that (fulfillment of the protection plan) truly is not possible, I would at least like the full amount that we paid for the "warranty" back in cash/check not store credit.

Business

Response:

Dear Mt Baker: -I am writing in response to complaint #[redacted] that was filed against [redacted] Brothers- Furniture on March 10, 2015.• [redacted] purchased a sofa, oversized chair and ottoman frorn. us bn January 16, 2010.• -[redacted] called and-spoke with [redacted], the sales-associate she purchased the -• . merchandise from o~ March- 7, 2015. She told [redacted] that she wanted to discuss her -“lifetime warranty’ on the merehandisethat ~he purchased. [redacted] explained to her thatthe Manufacturer’s warranty was one year based on manufacturer defects and that the• Protection Plan that she purchased was a five year plan-against ‘accidents”. Her five. yearplan started on March 5, 201.0, the date she was delivered and expires March 5,2015.At this tithe, Ms. [redacted] proceeded to tell [redacted] that her fUrniture was stained in nUmerous• . spots. When [redacted] explained that you have to Teport each and every accident within 30:days of the occurrence, Ms. [redacted] stated that she wasn’t going to oàll every time herchildren spilled something on the furniture. She was going to wait for ten yeará ahdreport it all at once and get her furniture replaced.. [redacted] explained.again that theProtection Plan does notwork that way. Ms. [redacted] then called back later that day andstated that she thought he~ hand-written sales s11p said 10 years on it.• After. Valeriç reported to her manager, lthondâ Schrecengost, and the original paperwcirk• was pull4 from our files, we realized that [redacted] had written 10 years next to the plan. onthe original sales slip. We do have a 10 year plan for mattresses; but not for.fvrniture.It was simple human error that was correCted inour system-when the sale was entered..On January 16, 2010, Ms. [redacted] took her sofa and oversized chair with her. The ottomanwas backordered anddeliv~red OnMarch 5, 2010. When Ms. [redacted] was delivered that dayshe or herhusband signed a delivery receipt which actually showed that it was a five yearProtection Plan. In addition; she feceived her Protection Plan paperwork with her• Protection Plan Number that explains all the details of what is and isn’t covered and whatto do if there is an accident. The Plan states that “itt will not cover any stains, soils ordamage resulting from every dày use or that h~ builf up over time.”On March 10, 2015, [redacted] Schrecengost talked with Ms. [redacted] and offered her in storecredit for the full amount of her protection plan. Ms. [redacted] was not happy with that andwanted her to talk with the owner, [redacted]. After talking with [redacted], [redacted] calledMs. [redacted] back and offered either full in-store credit or 50% cash refund. Ms. [redacted] said shewould get back to [redacted] and never has to this date.Regardless of whether the Protection Plan was a 5 or 10 year plan, Ms. [redacted]’s furniturewould not be covered because stains were not reported as they occurred, which isconsidered neglectPlease see attached original handwritten sales slip,, computer generated sales slip,delivery receipt and Protection Plan that Ms. [redacted] received. If you have any otherquestions, please do not hesitate to contact me at ###-###-####.Sincerely,Owner

Consumer

Response:

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Address: 394 Slab Run Road  P.O. Box 338, Falls Creek, Pennsylvania, United States, 15840

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