MtnSea Properties

Thank you for bringing your concerns to our attention.Based on our files, I was able to retrieve a sectional purchase from May Can you please advise if this is the product you are referring too ? If you could please provide pictures in attachment of the stain you are reporting and how this
stain occur ?The extended warranty will cover one accidental stain from water, food, beverages, and cosmetics

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,
*** ***

Thank you for taking the time to let us know of your concernsWe are sorry to hear of your disappointment with this situation.Laundry pair was delivered to the customer on October 29th 2015.Our warranty management team has tried reaching out to the customer to discuss further, unfortunately
voicemail was full.An email was sent informing customer to contact the manufacture ** directly *** as they are within the first year warranty which the first year is offered by the manufacture directly

Reference customer code *** Warranty on mattress set is offered by *** manufacture, therefore The Brick offers the service
& follow up with the customer (setting up appointment for technician to assess the mattress set with detailed report) once inspection report is received by the technician, all necessary documents (inspection report, sales order invoice, pictures) are sent to the manufacture for (RA) return authorization consideration.In customers situation, the damages caused aren't manufacture defects - please refer to attachment document.*** has declined any replacement has these damages aren't covered by their warranty guidelines.As resolution, The Brick is offering to provide the client a phenomenal deal on new box springs or their next purchase*** store manager would be more than happy to greet them in store

Complaint: ***
I
am rejecting this response because: we want our emergency plummer Bill paid as it took over full days for them to send a technician We had a leak that cussed damage to our house as a result of the neglect and lack of timely service Lucky were not demanding the repairs be paid as well
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
I will go for the second optionKeep the broken sofa-bed and get a refund for the original cost of itI want the refund of the cost of the sofa-bed plus tax put back on the credit card I have used to do the purchase
Sincerely,
*** ***

Customers concerns have been addressed, sectional is being picked up on January 21st and refund will be processed the following dayWe are sorry to hear of your disappointment with regards to your product being damaged upon arrival on two attempts, and the delivery experience

We clearly state on our website that items and bedding accessories are not returnable and considered final sale. Below is from our website. We also state so on the invoice that the cusotmer received at the time of sale. We enclosed this as well. We understand the
cusotmer had issues with their sectional and all of that product has been returned and refunded except which we have requested the cusotmer either phone with their credit card or go into a store to be refunded. This credit has been there since approximately mid January. We would be happy to refund that amount when the cusotmer is ready. The customer feels these products were provided free for her but the invoice states a dollar value attached. When we have a free promotion for certain items contingent on buying certain pieces, we have a offset code on the invoice showing the promotion. This is not the case. The value of the mattress accessories the customer has are plus tax. This will not be refunded or returned due to posted policy and sanitary reasons. Satisfaction Guarantee Conditions Satisfaction Guarantees do not apply to furniture items, special orders, made-to-order, customer assembly product (RTA), manufacturer replacement models, adjustable bases, floor model or productThese purchases are considered final saleDue 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 detailsProducts covered under our Satisfaction Guarantee must be in like-new condition and free of any physical damages, other than any damage that may have been reported, within three days of delivery or pick-upIf needed, The Brick may obtain a product assessment prior to authorizing replacementWe do not credit delivery chargesDelivery charges will apply to your new selectionAeroplan miles apply only on original purchase; Aeroplan miles are not credited on returns or exchanges beyond days of original purchase including The Brick’s Mattress Plus Satisfaction GuaranteeSatisfaction Guarantee does not apply to Commercial or Builder contract pricing

Please refer to Appliance And Electronics Coverage *** (extended warranty
coverage document provided upon purchase)PROTECTION PERIOD AND SERVICE COVERAGECoverage under this Plan starts on the original date the Product is delivered to you and stops at the end of the protection periodIf for any reason *** supplies a replacement Product under this Plan, the coverage under this Plan is then deemed to have fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for it

We are sorry to hear of your disappointment with regards to a recent experience.We would be more than happy to look into your situation further therefore require more information.If you could please provide either your sales order invoice or phone number provided at the time of purchase it
would be much appreciated

Initial Business Response /* (1000, 5, 2016/02/22) */
We apologize on The Bricks behalf for all inconveniences and frustration this may have causedDelivery is scheduled for February 27th on delivery with no delivery fees

Complaint: ***
I am rejecting this response because: The technician came on Thursday and he advised us again that he received the wrong partHe told us that we were approved for a new dryer and to go to the store and choose a new oneWe went there on Saturday and the store associates advised us that they didn't receive any update allowing us to get a new dryerI am really tired of these gamesI want a replacement dryer this weekI don't want to hear anything about a replacement partThe technician said the part is discontinuedThe reason why we added the warranty is not to go through this hassleAlmost months now since the appliance is broken and we have been getting the runaroundMy patience has reached its limit
Sincerely,
*** ***

Customer has been contacted, parts have been received and have scheduled a technician to visit customers home to complete the repairs on September 6th

Hi ***,
Thanks so much for "hanging in" with me
I'm happy to say that in today's mail, I received a check from the Brick for the amount of $399.82, dated 2016-06-15, the amount I paid for taxes when I bought the sofa and love seatHowever, I have not received any notice of a refund to my Brick credit cardI would have expected a cheque for the $I have paid, to date (keeping in mind that the minimum monthly payment was $75.00/month) but I paid $per month with no default paymentsI am truly hoping that the Brick will cough up the money they owe me, albeit that this has been far from being "in a timely matter."
I truly am grateful to you and the Revdex.com for your continued persistence in this matter
***-***

Revdex.com COMPLAINT; CUSTOMER RETURNED MY CALL, OFFERED OUR APOLOGIES ON THE BRICKS BEHALF FOR ALL INCONVENIENCES AND FRUSTRATION THIS MAY HAVE CAUSEDCUSTOMER IS UPSET AS THIS IS THE SECOND TIME THIS ISSUE AS OCCURRED ON THEIR LIVING ROOM SETOFFERED TO FOLLOW UP ON PARTS, I INFORMED THE CUSTOMER THE REASON OF THE DELAY IS THE PARTS ARE COMING FROM ITALYOFFERED OPTIONS1) FOLLOW UP ON PARTS, AND SEND TECH TO COMPLETE REPAIRS ON LT AND WAIT FOR PARTS ON LT 540164, WHICH I WILL FOLLOW UP AND SEND TECH AS SOON AS POSSIBLE AS PARTS ARE IN, OR 2) RESELECTION USING EXT WTYCUSTOMER WILL CALL ME BACK WITH DECISION, *** *** *** ***

If a credit is issued under warranty, it is for re-selection only and must be used towards another washerIt cannot be used towards other products*** will provide the amount paid by the customer at the time of purchase to reselect, which the credit in the amount of 504.52$ including taxes has
been processedCoverage under this Plan starts on the original date the Product is delivered to you and stops at the end of the Protection PeriodIf for any reason *** supplies a replacement Product under this Plan, the coverage under the Plan is then deemed to have been fully expended notwithstanding the Protection Period, and you must exercise your option to purchase a new Plan for the replacement product in order to secure coverage for itI have attached a copy of the sales order invoice showing the amount paid

Store management reviewed warranty claim and approved reselectionCustomer has been contacted and file resolved,

Initial Business Response /* (1000, 8, 2016/05/25) */
Customer has been contacted by our store management team, we have offered re-selection of full amount paid therefore product in their home would need to be returned as this is a re-selection under extended warranty programCustomer mentioned
they no longer had the sofa
Initial Consumer Rebuttal /* (3000, 10, 2016/06/09) */
To Whom it May Concern
In response to case # ***I called United Furniture Warehouse weeks after I bought sofa and told them I was returning it to them, they said they didn't want it*** *** *** *** *** *** *** *** *** *** *** *** *** I talked to manager and told him my husband had thrown sofa into trash, now they say for me to get what is owed me they want sofa backThey even sent "***" to document and take photos of sofa
***

Regional Operation Manager has reached out to *** to address their concernsWe are sorry to hear of your disappointment with regards to a recent experienceOn behalf of The Brick please accept our apologies for any inconveniences this situation may have causedSectional was picked up by the
customer on September 19th 2017, and reported the following day they had the wrong side sectional as well there is some damage on the product*** *** *** *** *** *** *** *** *** *** ** *** *** For the above inconveniences we offered to process replacement and confirmed the exchange for September 22nd 2017 with delivery service at no extra cost to them

Complaint: ***
I am rejecting this response because:Even if The Brick allows its employees to take time off paid or unpaid just to get the warranty service which their employees purchased, it is unjustified for The Brick to expect other employers to follow their leadWhy a paying customer must request time off from employer for a service which was sold during after core business hours or weekendsThis is manipulation and exploitation of customers and they should have revealed this strategy at the time of selling warranty. I expect them to repair the love seat and then offer me full refund after this full disclosure on their unstated limitations in providing warranty service.
Sincerely,
*** ***