MtnSea Properties

Under the warranty agreement (attached) it is stipulated that any claims for damages but be reported within days of their occurrenceIt is imperative to report damages within a timely fashion as to stop or slow the continued deterioration so we may assess the cause of the issue as well as have a
trained technician in the home to fix itWarranty documents are given to the customer at the time of purchase and are a legal binding agreement on the terms and conditions of the coverage purchasedIf they agreement document was not in the possession of the customer, we also provide full details online and are more than happy to provide replacement documents at any timeUpon review of the photos this peeling has been ongoing for quite some time, far exceeding the days and would no longer be covered under the warranty agreementThe customer was offered a courtesy credit as we cannot repair or replace the damaged units

Customer has been contacted by store manager, delivery is confirmed for June 11th Credit in the amount of 175$ was provided for the extended wait

We apologize for any stress and inconveniences this situation may have caused** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ***Based on the sectional purchase, the item you are reporting would be the armless reclinerAfter discussion with Abilio Operations
Manager this piece will be replaced for you under extended warranty

*** *** ***Sales Order Invoice *** ** ** *** ***Should you need to make a claim, you must do so at the time the incident occursOtherwise coverage may not applyAll furniture purchases carry the same warranty as new merchandise with the exception of
existing defects and/or damage on the item (such as scratches, dents, or missing pieces), which will be noted on your invoice at the time of purchaseExtended warranties can also be purchased for items, but will exclude coverage of existing defectsThe Brick will only cover up to the purchase price of the item, not its original valueWe are sorry to hear your living room set is experiencing issues, we would be more than happy to review your concernsIf you could please provide pictures of the issue your reporting it would be much appreciated

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Complaint:
I am rejecting this response because:
The items thAt were damaged has been replacedI had to argue with the brick because I purchased pc bedroom sets and never received the tall boy dresser for oneI have had the tall boy delivered last week and it is also damaged on topI was told they have a replacement on orderAlso one of the drawers is broke on the bed that is also on order I am told and a knob on the girls bedroom night tableI also asked the driver that delivered to take the cardboard that some pieces were wrapped in and he refusedI was told by the brick they would take the cardboardThis driver is very rude not only to your customers but yelling in my house to the people who work for himI am not happy with the brick and will never buy from them againThey dont even inspect the furniture before deliveryThis has cost me days off work because they could not deliver after when I got off of work
Sincerely,
*** ***

Customer has been contacted by store manager, items are being returned for a refund.Delivery pickup scheduled for the 22nd of OctoberOnce products have been returned, refund will be processed the following day

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Complaint: ***
I am rejecting this response because: we have requested couple of times but all the time we got the response that they don't have any looner policy and only one time we get hold a gentleman from Calgary who told us that yes we have a policy to provide temperory replacement if its taking more then one week but that was just two days before finally they replace the other partBecause first time technician came in and order one part after days when he came to replace the part at that time he told us that another part is also not working and it will take another days we were calling them on a daily basis and asking for the status of part and provide a replacement fridge but every time they told they don't have any policy** * *** ** *** ** *** *** *** ** *** ** *** *** *** *** *** ***Beside they never told us about one time replacement of food cost which they are offering now
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/03/22) */
Thank you for taking the time for sending in your complaintWe would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file
it would be much appreciatedThe phone numbers provided above don't give me access to your file
Sincerely
Initial Consumer Rebuttal /* (3000, 7, 2016/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My invoice number is:***
The phone number on our account should be ***
Final Business Response /* (4000, 9, 2016/03/25) */
We truly apologize on The Bricks behalf for all inconveniences and frustration this may have causedReference event ***, tech visited customers home on March 19th and completed the repairs with the correct parts
Final Consumer Response /* (4200, 11, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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My resolution request was not to have the couch repaired***
I AM REQUESTING A REFUND
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Store manager has tried reaching out to the customer to find resolution, therefore without successWould there be a preferred contact number you may be reached ? You may also reach Ira at ***? at your earliest convenient.The sofa was purchased AS IS liquidation itemThe customer had a
delivery company *** pickup their order from the store as The Brick didn't offer delivery service in their areaThe power recliner was working fine when *** picked up the sofa,? ? and seems they? damaged the sofa quite a lot in their delivery processAny damages that happened to the product the client has to deal with the delivery company.Credit in the amount of 100$ was written up for these inconveniences.Ira would attempt to order the adapter and power cord for the recliner, therefore request a return call to proceed

Thank you for taking the time for sending in your complaintWe are truly sorry to hear about your experienceWe would be more than happy to look into your situation further therefore require more informationIf you could please provide either your sales order invoice or phone number on file it
would be much appreciatedThe phone number provided above didn't give me access

We are sorry to hear of your disappointment with regards to your account, and would be more than happy to look intoThe information provided was not sufficient enough to access? the fileWe require the phone number used at the time of purchase, invoice number or account number to access file

Customer has been contacted by warranty customer care supervisor named Andrea.Customer contacted *** manufacture as they wish to have a technician from the manufacture only, they? were quoted a lower? cost and earlier appointmentCustomer is sending a copy of estimate to Andrea, which we
will present this to *** as the extended warranty is offered by ***

Complaint: ***
I am rejecting this response because:? The hoses were promised to me because the ones I had got damaged due to so many times of install and uninstall because of the defective washing machines I was given.? They had promised it to me at the time of the last washing machine delivery but failed to do that so I had to go pick it up from the storeSo far, I have had days I had to be available all day for delivery and exchange, received? defective machines, and one time the delivery men noticed a large dent on the washing machine after removing the box even before delivering it in, so they returned the washing machine.? * *** * *** *** *** *** *** *** *** *** *** *** ***?
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Sincerely,
*** ***

*** ***? I'm looking for a replacementThank you? Best Regards,*** ***

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Complaint: ***
Please find attached my sales invoicePlease note that I decided to pick up the order and was refunded the delivery fee.I look forward to hearing from you,
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,
*** ***

Complaint: ***
I am rejecting this response because of what Sagar had said in his response? The initial call was made well before the warranty expired (a couple of months)? With respect to due diligence, I disagree as the Brick did not follow up on several occasions as highlighted by the original complaint? It was only until filing a written complaint and sending the complaint to both the Brick head office and to the Brick location from which the couches were purchased that the Manager, Vicki did call back (this was some 2-weeks after the initial discussion with the CSR Martina, advising us that our situation would be escalated)? I spoke to Sagar on Thursday April 13th, and we had arrived at a common ground? I had requested a service technician come to the house again to assess the condition of the couches? Since this was the point of disagreement (of what the technician had verbally communicated to me in person and what he had written in his report to the Brick)Sagar agreed that this would be a fair practice, however, he would have to speak to someone above him and will confirm by the Tuesday, April 25th? I spoke to Sagar yesterday, and he notified me that the Brick will not be sending someone and are sticking with the original report, that this is wear and tear and therefore not covered by the warrantyI think as the consumer we have been more than accommodating to find a resolution for our disagreement? However, the Brick has maintained there stance? The couches are covered under the extending warranty and we feel that we have made a considerable compromise in asking to have someone take a look at the couches again? ?
Sincerely,
*** ***

We have received confirmation your concerns have been addressed with the Regional Manager and 200$ in store credit has been provided

We would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice, or the phone number on file it would be much appreciatedA *** ***? Pamphlet folder is also provided at the time of purchase, if you could
as well include in attach PDF document it would be greatThank you

As per warranty agreement, it is indicated that The Brick and TGW at its option may offer a store credit for reselection to the customer not to exceed the original purchase priceCustomer has been given the full amount paid for the unit $This credit may be used to purchase a new dryer that
suits the customers needsA copy of the sale with the purchase price as well as a copy of the replacement section of the warranty agreement? has been included for reference