MtnSea Properties

Initial Business Response /* (1000, 5, 2016/05/17) */
Voicemail message was left for the customer by our warranty management team in reference to their Revdex.com complaint, to review the file in order to find satisfactory resolution
Final Business Response /* (1000, 8, 2016/05/19) */
Customer has
been contacted by our warranty management team, replacement of loveseat has been offeredCustomer is satisfied with this option

Thank you for letting us know of your concerns, and we are sorry to hear of your disappointmentWe apologize on behalf of The Brick for any inconveniences this experience may have causedCustomer has been contacted to advise the washer hoses are available at the store to pickup, and the washer was
exchanged on July 19th

***We are sorry to hear of your disappointment with this situationCopy of purchase order is attachedExtended Warranty was purchased for the dinning set only, "W" beside item codes to relate what items are covered under the extended warranty program purchased by the customerStore manager
has be in contact with the customer in regards to their living room set (not under extended warranty) , and offered a replacement piece at a large discounted priceCustomer was to think about the offer and call back with decision

We are sorry to hear of your disappointment with regards to your situation.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 on file it would be much appreciated

Initial Business Response /* (1000, 5, 2016/03/18) */
Customer has been contacted by our warranty management team, unit is working fine at the present timeCustomer will call back if further issues

Initial Business Response /* (1000, 12, 2016/06/02) */
Inspection report, pictures and sales order invoice has been sent to *** manufacture to reviewThe body impression doesn't meet the manufacture guidelines as it's not sagging more than 1.5'' The frame is inadequate, therefore *** has
approved re-selection as good will thus customer will need to correct their frame for warranty purposes on re-selection mattress

Complaint: ***
I am rejecting this response because: I think that a warranty is a warranty and should be honoured, I did not know about the daysthe only thing I was told " if anything happens to it and we can fix it we will replace it? Well let me tell you it was not fixable when this started as it started peeling on all pieces in the creases and on the back where out heads are? It was damaged because of the wear of the furniture not lack of taking care of itand what is a credit of gonna get me the cardboard box it comes inI believe that businesses should care about the customer and the fact that this furniture shows what kind of business they haveso angry? ?
Sincerely,
*** ***

** *** * ***Pictures will be definitely neededThese pictures have already been taken by their representative that had come to assess the furniture.? In addition, please find attached the photos,? The cushions sag badly,The portion at the center sags more than others, that I
have to place a wooden plankThe L shape is not properly aligned, one side does nor stick to the wall, If I attempt to stick to the wall, the other side caves in.The cushions come off a million times.? The sales reps are not transparent enough about quality and performance.Besides when you approach for warranty, the customer service reps get defensive to the point of rude,I do not want any repair work, but they can take back the sofa for a full refund,? ***
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*** ***

Joan from the store management team reached out to the customer, and left a voicemail message to discuss furtherSeveral options available to offer to settleWaiting for a call back from the customer to resolve

Complaint: ***
I am rejecting this response because: I maintain my position that the redemption credit should have been automatically transferred to the other purchase after the warranty period has expired? The purchase papers (***) can be considered as written intent/instructions for this? During that days period, that credit should have been transferred for the ottoman
Sincerely,
*** ***

Initial Business Response /* (1000, 14, 2016/04/08) */
Thank you for taking the time for sending in your complaintAppointment for repairs have been scheduled for April 13th
Initial Consumer Rebuttal /* (2000, 16, 2016/04/13) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
sub contractor came and fixed the couch*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

The product has no defect at present, as stated in the correspondence and inspection report this is how the product is madeNo repairs are necessary and a replacement is not warrantable since the sofa is not defective

Store manager David as attempted to reach the customer to discuss their concerns, therefore there was no answer and the voicemail box hasn't been setupAn email has also been sent providing store managers direct? contact number? in order to discuss further

Initial Business Response /* (1000, 5, 2016/05/10) */
Customer was provided with several appointments, which some appointments were missedSeveral updates have been provided to the customer as wellSettlement of 450$ cheque, with release form to sign by the customerAll documents will be send to
the store, once the store receives the release form and cheque customer will be visiting the store to sign release and pickup cheque
Initial Consumer Rebuttal /* (3000, 7, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been more than three months since the damage was done by the Bricks.No store representative has contacted me so farBricks is delaying the case purposely
Final Consumer Response /* (3000, 14, 2016/05/25) */
I have called them and asked them about the chequeI was told that the cheque is not available and they do not know how long it will take to get the cheque issued
Final Business Response /* (4000, 16, 2016/05/30) */
Release letter has been signed by the customer on May 27th 2016, and cheque was also provided at the same time

Client has been contacted in regards to options for warranty claimTHey chose to go with replacementPaperwork has been processed and waiting for inventory to arrive at DC for delivery

Store management team has been in contact with the customer, damages caused by corrosive products aren't covered by the extended warrantyAs good will gesture, replacement was offered therefore this item is
discontinued by the manufactureCustomer will be visiting the store to discuss further options with store manager for replacement.? Thank you

Initial Business Response /* (1000, 5, 2015/11/19) */
I have reviewed this customer's dishwasher repair with the service supervisor and the tech involvedThe unit was run through many cycles and no failure was indicatedWe have contacted the manufacturer's technical department regarding the
customer's report of this issue being a well known one for this dishwsherThe manufacturer reported that the information found by the customer does not pertain to his model of dishwasher, and that they have no reports of the issue the customer has indicated
That is why we were unable to obtain any information from the manufacturerAt this point the dishwasher has still not failed during any of our testing, but we are going to replace the main control board anywayThe part has been ordered and should arrive early next week, at which time we will install the part, and retest the machineOnce we are satisfied the unit is working properly we will make arrangements to return the unit to the customerIt should be noted that an Internet search on a particular issue that seems to inidicate some sort of chronic problem does not mean the manufacturer agreesThe only correct source for this type of information is the manufacturer's technical service departtmentAs has been said before, just because you find it on the Internet does not mean it is correct
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youPlease ensure I receive the old part back (control board) so I can confirm that the part has been indeed replaced and this is not just here sayI will be looking up the part on the internet
We all know that appliances do not last as long as they used to and need maintenanceI did not go thru a lot of effort and expense bringing the dishwasher in multiple timesHad a technician been onsite, I assure you he would of changed somethingThis is not the way you diagnose an intermittent issue by saying you ran it multiple times and found no issue, that is not a correct wayI thank you for at least considering and changing the part
Regards,
Final Consumer Response /* (3000, 12, 2016/01/04) */
Returned dishwasher still not functional after many trips and talks with the service department at The Brick
***
After getting a run around and even visiting the store to try locate my dishwasherI kept been told my dishwasher was shipped out only to find out it wasn't and then it was shipped to the wrong location
When I finally received and it took me hours to install, the dishwasher was still not function which only leads to the conclusion absolutely nothing was done to try repair itThe dishwasher arrived with no part as request in *** as part of the resolution, no report, no sign that anything was actually done to the dishwasher
I turned it, all the lights seem to come as normal, I ran a rinse cycle with no issuesAs soon as I tried to select a run with Start, the start button did not respond, I was unable to start a wash, this the the VERY SAME symptoms as I had repeatedly told the service centreI have video of the dishwasher been non functional
Since I received the dishwasher back, I have made two calls to the warranty department only to be promised to be called back and I have yet to hear from either one of the people I spokeNo one bothers to call me, no one seems concerned that I received a broken dishwasher back, I have received no follow calls for over days, nothingThe service is absolutely appalling and if I was The Brick, I would be absolutely embarrassed that they returned a broken dishwasher, have been messing around for months, knowingly did not repair the dishwasher and seem to be ok with wasting my money and every time I have take an expensive $each time to take the dishwasher, waster hours uninstalling the dishwasher and hours to reinstall it
This is completely unacceptable on all levels from an organization this size who sells both products and warranties and broken promises
The Brick two options to make this right
Send a repair technician onsite to my house at their expense until this issue is resolved
Send a replacement dishwasher or refund the dishwasher 100%
My preference is still to have as mentioned many times to have the unit properly repaired by a competent service centre which clearly it has not beenClearly the service does not have the right skills to fix intermittent issues
The Brick need to honour the warranty that was sold to me in good faith

Store Manager has been in contact with the client & is working on a resolution

Customer has been contacted by the store management team, items are being picked up and will process refund

Complaint:
I am rejecting this response because: Due to previous orders with The Brick, and? there were manyI do not find any of their information accurate or acceptableI had no reason to dispute therequested delivery date on my second online purchase with the Brick because I? actually received my first order this year before the requested delivery , so I had no reason to believe that on my second order with them thatit would not be delivered on June 22, 2018, as stated on their confirmationAs far as being contacted by The Brick that only happened with my first order with them on May 12, At NO time after my second order was processed was I ever contacted by e-mail, phone or otherwise.As in the Brick's Step statesTheir Payment Method states.."Amount will charged when the order is processed." My *** *** was debited the very next day, May 18,So yes! They have had the use of my money and since thenMay 18,2018!!I am a ensioner and the orders with The Brick have been costly, yes, but I did not expect them to be debiting my *** *** the very next day, KNOWING at their end they didn't have the merchandise!!? If the Revdex.com would like I can forward them my *** *** statement to peruse
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