MtnSea Properties

Customer returned the call, waiting for a call back for resolution

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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,
Joylyn ***

Customer has been contacted by the store manager, and will be meeting this week to come to resolution.We thank you for bringing this to our attention, with feedback from our customers we learn and grow as a company

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Complaint: ***
I am rejecting this response because:*** ** *** *** ** *** *** *** *** how can an extended warranty start the same day it was purchased? Extended warranty by definition means "to extend beyond manufactures warranty" so it should have ended in that being said I did request my store credit within the day periodPlus once again the sales person stated that years from purchase date I would have the in store credit....As for the "offer of special" pricing that's a joke because i'd need to spend thousands of dollars for a "best effort" to get to the $credit the currently owe me....** * *** *** *** *** ** *** *** ** ** *** *** *** * *** *** *** *** *** ***
Sincerely,
*** ***

Voicemail message was left by the management team, waiting for a call back from the customer in order to discuss further

Service events have been setup, and appointment was given for October 13th 2017.Unfortunately this date didn't work for the customer and requested a Wednesday appointment which has been set for November 8th Based on the warranty agreement, our first step is to assess the product to determine
if it qualifies for repairThis is standard for all warranty claims and the first step in proceedingIf the technician cannot repair or parts for repair are not available, we will have the store management team look into other options available to you

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 appreciated

Attemped again to reach customer via phone # provided - left a voicemail with a direct line to call us back as well as an email address as contact has yet to be made

Store manager spoke to customer and we will be sending out a technician to assess the damages on the unit prior to decision being madePending report

Customer has been contacted by the store management team, exchange has been setup therefore product isn't in stockCustomer is advised as soon as the product is available the replacement would take place

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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,
*** ***

Customer has been contacted on July 11th by Vera, reselection has been approved therefore customer will need to pay for the delivery feeIt is for the foams to be more firm as it's a new product, as for the floor model foam is softer do to multiple people trying the productCustomers
concerns were resolved to their satisfaction

Initial Business Response /* (1000, 6, 2016/04/12) */
Customer has been contacted by our warranty management team, customer has been explained the damages that were caused to their property isn't covered and we are repairing the unitWe truly apologize on The Bricks behalf for all inconveniences
and frustration this may have caused

Initial Business Response /* (1000, 5, 2016/04/06) */
Customer has been contacted by the store management teamCustomer purchased from The Brick therefore the warranty is offered by *** manufactureIf the mattress is stained, the warranty becomes void as per manufactures guidelines Customer
has confirmed the mattress is stained, therefore is to send in pictures in order to send to the manufacture to review

We understand you are reporting several issues with your dinning set purchased in September 2012.We have also received the pictures provided by the technicians visitWe are sorry to convey that the concerns you are experiencing are not considered warrantable.? We are happy to abide by the
Terms and Conditions of our extended warranty but the issues described do not fall under a manufacturer’s defect in workmanship, construction or craftmanship.? Nor do they appear to have been reported in a timely manner which is one of our provisions for some warrantable issues.? Your business is important to us and we do not wish to lose you as a customerWe would be more than happy to provide preferred pricing on your next purchase, this would be dependent on what product you chose, as it is not a specific amount but based solely on productYou would essentially be eligible for friends and family best offered pricing on your next furniture purchase

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The customer service representatives did not record all
of our furniture issues*** *** * *** *** *** *** *** ** *** ** * *** *** *** *** ** *** ** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** ***, the Brick will not
acknowledge them as they are not in their systemAs customers, we DO NOT
have access to what the representative has written nor do we have the ability to sign off on the report to confirm
its accuracy and we trusted the customer
service representative and technicians to
accurately input the information** *** *** *** *** *** *** *** ** *** *** ** *** *** ** *** *** *** * *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** As
mentioned, we would like our dining table and chairs replaced at no extra
cost as they do not manufacture them anymore
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It has taken over a year for the Brick to address our
issues ??" customer service representatives saying that the claim is with
the adjudicator, operations manager
says the claim was closed, operations manager
said that there was no claim for the couches, etcThere was a lot of
***? miscommunication, and information loss on the Brick’s side of
thingsThis is clearly documented in our
emails that a year after we made the claim, the adjudicator has not made a
decision
We sent documents to both the operations
manager and the store manager of
the Brick, and they came to conclusions
without reading all the information and
insinuated the issues were our fault and we didn’t put in the claim prior
to the warranty expiration date, which is and documentation has been
provided
The store manager of
the store said that he would ‘take care of us’ and when we asked to
clarify, he said that the Brick would cover the difference and now he is
going back on his word
According to the Brick’s year warranty, they do cover
scratches, it is under accidental rip or cutThe definition of rip or cut
does not say it the cut/rip needs to go through to the other sideA
scratch can also be considered a cut/ripWhen we purchased the sofas, the
customer service representative said that a scratch would be covered
Again, the Brick sells us one thing, but refuses to acknowledge it so that
they don’t have to move forward with the claim
The finishing at the bottom of the couches are wood ??"
according to the coverage details it covers both changes in luster and
cracking and peeling of finish ??" again, the Brick isn’t covering thisHowever, we provided a written documentation
including photographs well before our warranty was expired
When the furniture was delivered to our house, the
contract delivery people damaged our houseThe Brick only wrote us a
cheque for $and we had to pay a
significant amount out of pocket ??" walls were damaged, carpet was
damaged, front door and entrance were all damaged, etc
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Voicemail message has been left for the customer requesting additional information in order to process the refund back in the amount of 300$? on their credit card

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,
*** ***

Store manager has contacted the customer and resolved their concerns to their satisfaction

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*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.A resolution has been agreed uponNo further issue
Sincerely,
*** ***