MtnSea Properties

We appreciate you taking the time to reach out to us with your concerns.Vicky from the management team has reached out to the customer to address customers concerns, and explained the terms and conditions of the extended warrantyThe technician that visited the customers home to assess the
product is sent out to inspect and provide a detailed report to The Brick, and doesn't take any decisionsThe issue customers is reporting is deemed wear for a product that is years old as per the product standards

Thank you for sending your concernWe are sorry to hear about this experience and are currently looking further into this matterWe will respond as soon as possible and hope to have a resolution for you shortly

Hi ***,Reference to my complaint, the update is store
manager Robin A*** contacted meHe informed me that the production for recliners has been stoppedThey have three last pieces and I have to select one of themEach piece had some quality issue, so he offered me $discount and promised to fix the issue if issue is still there after one month of deliveryBrick will fix the issue at their cost and not using protection plan which I purchased.Recliner and dinning chairs delivered to my home last weekThis time there is no major issue other than some depressions on arm rest of recliner which we will wait for one month to see if these depressions are goneOtherwise I will contact Brick to fix it as agreedI would like to mention that Rob A*** and customer service desk personnel ( Boris and Lisa) were very helpful to get this issue resolved.Appreciate your help as well which made it possible to get the issue resolved.Regards,***

First let us say, we are sorry you are experiencing issues with your mattress and would hope to come to a resolution on this issue. If a mattress and/or boxspring is deemed faulty and Return Authorization is granted by the manufacturer, we are happy to assist. In this case your
mattress does have a valid RA number and is eligible for return. The manufacturer authorizes a “replacement” mattress if that mattress is still available or offers a “re-selection” to another mattress if that particular one is not available. All mattress reselections are to stay within the same manufacturer as that is who is authorizing the replacement We understand your concern, but cannot offer a refund or a transfer of ownership (mattress or dollar value). The warranty is with the manufacturer and we must abide by the Terms and Conditions of that agreement. The replacement or re-selection must stay with the same vendor and cannot be refunded to the customer. We are happy to assist where required but cannot acquiesce to your requests. Once again, thank you for bringing the details of your shopping and warranty experience to our attention.

Thank you for taking the time to share your concerns with usWe do require more information so we can access your file, such as phone number used at the time of purchase or the invoice numberIf you could as well provide pictures of the issue your experiencing with the living room set it would be
much appreciated

Customer has been contacted and decision was reiteratedThe damages customer reported isn't covered as the damages were visible for quite some time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank you for your help in resolving this
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2016/05/12) */
Parts have been ordered and are expected for the last week of MayOnce parts have been received a technician will be sent out to complete the repairsWe are truly sorry for all inconveniences and frustration this may have caused
Initial
Consumer Rebuttal /* (3000, 10, 2016/05/14) */
(The consumer indicate
d he/she DID NOT accept the response from the business.)
Originally filed for repair from "The Brick" on April 11/Today is May 14/still no repairs done on washing machineParts will not be in until the end of Mayplus weeks without a washing machine and "The Brick" will not do anything else to rectify situationExtended warranty was purchased so that this would not happen
Problem is the sales people do not explain that, I was told that if anything went wrong it would be replaced*** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 14, 2016/06/07) */
TGW has provided approval for the replacement of the defective unit, replacement was picked up by the customer on June 3rd

Initial Business Response /* (1000, 5, 2016/03/31) */
Customer has been contacted by the store manager, refund as been offered for customer satisfaction

We apologize on behalf of The Brick for any inconveniences this situation may have causedThese items benefit from a repair warranty which covers any and all manufacturer defects for a period of one year following deliveryIn addition, you purchased an extended warranty which protects your
products against defects for an additional four yearsWe have received & reviewed the pictures provided by the technician, we are sorry to convey that the concerns you are experiencing do not appear to have been reported in a timely manner which is one of our provisions for some warrantable issuesShould any defect appear on the surface leather, the chances of a successful repair are much greater than if the issue reported is left unattended. We are sure you can understand this provision.We fully understand you may be disappointed with our decision. We have enclosed a copy of the warranty section that applies to your concerns and also sent a link to our complete Warranty Terms and Conditions on our website***In effort to find an amicable solution and provide you with quality service, The Brick would like to offer you an in store credit in the amount of 900$ tax includedThis Credit is Valid for Year and can be used toward the Purchase of Anything at the Brick, exclusive to service (delivery, extended warranty, installation)the coverage hereunder is then deemed to have been fully expended notwithstanding the protection period

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, All information pertaining to the concern outlined in this complaint ID has been reviewedOn July 08th 2018, the client purchased made a purchase at the Ottawa West location for the below items: - Sofa (BENSONSF) $
- Sofa (CHASE2-S) $- Five year warranty $- Bonus upholstery kit $- 3pack coffee table set $- CMN Donation $*All prices before taxes* All items were delivered to the residence on July 14th A claim was made on or about July 17th for the CHASE2-S sofaThe customer service representative offered two options1) Return the CHASE2-S sofa and reselect a new sofa 2) $refund as a settlement offer to keep the unit as it is The client has refused both options provided and we are willing to agree to the desired settlement (option two) requested in this complaint IDWe will pick up the damaged sofa and bring another BENSONSF to the client’s home as a replacement itemThe details have been sent to the client’s purchase store location to ensure the necessary paperwork is completedOnce completed, a customer service representative will contact the client via telephone communication to set up a preferred delivery dateThis process should take up to two business daysThank you,

Thank you for taking the time to write to us, and letting us know of your concerns.We are sorry to hear of your disappointment with this situation.Due to sanitary reasons, bedding accessories such as linens, pillows and mattress pads, etc., are non-returnable and are considered final salePillows
and mattress pads come with a manufacturer’s warranty, so please ensure you refer to the warranty card insert included in your product for warranty details.The Brick would be more than happy to provide great pricing on a new mattress pad, therefore we are unable to return the mattress pad

We are sorry to hear of your disappointment in regards to product delay, and apologize on The Bricks behalf for all inconveniences and frustration this may have caused.We would be more than happy to look into your situation further therefore require more informationIf you could please provide the
sales order invoice it would be much appreciated

Customer has been contacted by our store management team, re-selection for model *** at 1149$ + taxCustomers concerns have been resolved

Complaint: ***
I am rejecting this response because: I was never told I only had days to either a) get a new couch set or b) keep the couch and receive an instore credit (my options)Please provide me where I signed or consented to days on the warranty claim as I had bought extended warranty for years which is up in Feb ** *** ** * *** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** ** *** * *** *** I understand that the value of the couch would be depreciated and I may not receive the same amount of money, but I should still get something as it is STILL under warranty
Sincerely,
*** ***

*** *** *** ***
*** *** *** *** ***These items benefit from a repair warranty which covers any and all manufacturer defects for a period of one year following deliveryIn addition, you purchased extended warranties which protects your products against defects for an additional four yearsWe are sorry to convey that the concerns you are experiencing do not appear to have been reported in a timely matter which is one of our provisions for some warrantable issuesShould any defect appear on the surface leather, the chances of a successful repair are much greater than if the issue reported is left unattendedWe are sure you can understand this provisionYour claim was refused from the Overall condition of the productThe Brick would offer their warranty back as we cannot service it do to the above reasons

Initial Business Response /* (1000, 5, 2016/03/08) */
Customer has been contacted by our management team, remaining appliances will be delivered to the customer this upcoming Friday March 11th We apologize on The Bricks behalf for all inconveniences and frustration this may have
caused
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Customer was not contacted by anyone in managementCustomer asked for the regional manager number and was told that the regional manager would contact himThat has yet to happenZero restitution has been offered
Final Business Response /* (4000, 11, 2016/03/31) */
Regional management has left voicemail for the customer, with no call backStore management has also tried reaching out to the customer without any successAll items have been delivered, we truly apologize on The Bricks behalf for any inconveniences and frustration this may have causedNo compensation is being offered
Final Consumer Response /* (4200, 13, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the apologyI would like to know which phone number you have in file for meI have been left no voicemailsAlso, I would like to see the documentation of when the calls were allegedly made to me, such as dates and approximate timesIf you can satisfy those two requests, I will gladly accept the apology *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2015/11/03) */
We thank you for taking the time for sending in your complaint, my apologies on The Bricks behalf for all inconveniences and frustration this may have causedParts have been received, repair appointment has been scheduled for November 4th
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for assistanceI do not trust that the issue will be resolved this time around with the replacement of yet another part! what if this doesn't fix the problem? I I want to know what the next course of action, are they going to send yet another technician ? I would absolutely not accept it This is the last chance for the Brick to fix the problem which by the way they createdAs I mentioned in my original email the ice maker is the only thing that needed servicing! the fridge and freezer were in perfectly conditionIt's as a result of the technicians replacing various parts that the problems with the fridge and freezer startedI want The Brick to confirm that if the problem is not resolved today they will replace my fridge immediatelyI believe that months with no refrigeration in a household is unacceptable I am also waiting for the form from The Brick for compensation of all the food that we wasted due to spoilage for the last months
Thank you
Final Business Response /* (4000, 17, 2015/11/26) */
File was received by our warranty department, Replacement approved, TGW-A-
Customer to visit their local Brick store for replacement
Final Consumer Response /* (3000, 24, 2015/12/08) */
I'm just wondering what the status is on my fridge They have not been back with the new parts which is supposed to fix the problem we've had for months The last time they came was weeks ago
thank you
***

Customer has been contacted by *** * *** extended warranty supervisor and appointment has been set with the customer