MtnSea Properties

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
***

It was the $ annual fees, this amount has been refunded it and we will be sending a cheque for 35.00The customer will receive it within week

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

Complaint: ***
I am rejecting this response because: no voicemail was left with me requesting more informationI did receive an email from Melanie C*** requesting my phone number so she can let me know when $is refunded on ***.
Sincerely,
*** ***

*** ***
I am rejecting this response because:This answer is absolutely unacceptable and is the same answer that we have been receiving when trying to get this dealt with for multiple monthsThis answer has nothing to do with nor does it address the actually reasons for my complaintIt seems that this company just gives the same generic answer when they don't want to help someone. It seems that they think that I'm just trying to get my damages covered by the warranty. Which is not the caseThey seem to have neglected to even read the complaint in the first place, and failed to address any of the issues which are the following: You're stating that "these types" of damages are not covered and have reiterated this fact in your replyAs I explained in my complaint, no one, not you and not me, is even sure how the damages happened. If we can't be sure how they happened how can you know that they not covered by the warranty? These damages could have in fact occurred because of neglect by your team and your staffYou refuse to acknowledge thisThe love seat had no rips and tears in the protective plastic, and it was never ever mishandled in our careHowever, there were multiple spots of damage found AFTER unwrapping it.Since you seem to believe that we were the cause of the damage, then I'd like to see where in the Fine print of our warrant that it states that that "these kinds of damages are covered" The warranty clearly states that it covers all "accidental rips and tears." Show me where you are legally allowed to deny me of my warranty because of the type of rip or tear or because of how it occurredThis was never explained to me when I purchased the warranty, and proof of this has never been provided to me. You can't just say you warranty doesn't cover things and expect people to just be OK with that and take your word for it. Your furniture is a very poorly made and is in fact falling apart only five months after purchasingThe arm is loose, the leather is paper thin, and pieces of the couch are coming off onto our wall. You offer me preferred pricing, but why would I ever buy your furniture again? In conclusion, I want at least a partial refund for my purchase
***
*** ***

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 please provide pictures of the issue your experiencing as well with the product, it would be
much appreciated

Initial Business Response /* (1000, 5, 2016/06/07) */
The first year warranty is offered by the manufacture directly,
*** has provided authorization for the replacement of the unitNecessary paper work has been written up for the replacement, delivery is confirmed for June 11th with the
customer

Complaint: ***
I am rejecting this response because: This is a typical cookie cutter response from a big conglomerate company They feel as long as they keep offering a replacement then they have done their due diligence not once taking into account the time and frustration of having to once again make arrangements for delivery and having to put their inferior product together only to find it is again chipped and scratched with blurry glass These flaws are not that noticeable until sunlight hits the tables so I guess as long as you keep them in the basement you won't noticeUnfortunately we did not spend over $on this set to hide it in the basement
Sincerely,
*** * *** ***

correct part was received, voicemail message was left by the technician to confirm appointmentWe are sorry to hear of your disappointment with this situation

Complaint: ***
I am rejecting this response because: the store person assured my wife that they would take back old furniture that is being replaced, and now they are going back on their word. Why is it that they say something and later on retract what they assured us about. This is what is causing so much hassles. Regarding delivery of the pending sofa sets, we accept the fact that shipment may be a little late, and we can afford to wait till last week of August or early September if need be.Thank you,
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/03) */
An email was sent to the customer with the following;
In response to your recent Facebook post, the warranty covers parts and labor for repair
When it comes to replacement, installation does not fall under the "labor" category and is not
covered
We do apologize if the warranty does not mention this clearly, but unfortunately cannot cover the install costs for you
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Totally unacceptable
1) There is no such statement or explanation in the warranty documentation
2) For other appliance failures, removal and installation WAS includedThey are being two-faced here
3) The warranty states that repair or replacement will occur
4) TGW is the maintenance company - they should be required to remove and install the replacement cook-top It is high power electrical and not consumer installable
Final Business Response /* (4000, 9, 2015/11/12) */
My apologies on The Bricks behalf for all inconveniences and frustration this may have causedI am sorry to hear your not satisfied with the answer provided above, unfortunately cannot cover the install costs for you

Initial Business Response /* (1000, 6, 2016/03/03) */
Customer has been contacted by our warranty team, they have been offered a replacement which they have accepted

Complaint: ***
I am rejecting this response because: I am not going to have this matter closedThis store has being apologizing with one excuse other another Until I have a microwave in my home - their response does not satisfy me *** *** * *** *** *** *** *** *** * *** *** *** *** *** *** *** ***
Sincerely,
*** ***

We are sorry to hear you've been experiencing issues with your washer, we could understand this can be frustratingThe unit would be under the manufacturers warranty and we could only approve replacement at their direction** has provided RA (return authorization) for the replacement of the unit
The store has been trying to contact you therefore there was no answer and voicemail couldn't be left as it hasn't been initializedWe apologize for any inconveniences this situation may have caused

Customer has been contacted by store manager, replacement has been processed delivered to the customer on February 11th We apologize for any inconveniences this may have caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,but I will close this case only, once I receive the love seat and completely satisfied, then I will inform the Revdex.com
Sincerely
*** ***

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,
Jean Despres

Matt (operation manager at the store) offered to send the customer a qualified local ** technician to assess.Customer sent pictures of installation which seems to be hooked up properly with the elbow bracketThey also have a second laundry pair, which is the one that leakedService call is on hold, waiting to hear back from the customer by the end of the week

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 for nowI would like until after inspection and resolution to close file.
Sincerely,
*** ***

Customer has been contacted by our warranty management team, they have been offered 300$ In Store Credit to keep their product AS IS no more extended warranty, customer was happy with outcome