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

Initial Business Response / [redacted] (1000, 5, 2016/06/03) */ Customer has been contacted, the mattress warranty is offered by the manufacture directlyThe Brick offers the service (sending out a technician to assess) and follow up (follow up from technicians visit, report) by sending all documents to the manufacture to review requesting return authorization considerationUpon last technicians visit, the body impression was 1'' which is body impression as per manufactures guidelinesCustomer claims the body impression is more than 1'', new service event is being opened to have a technician re-assessCustomer has been explained the warranty

? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Joylyn [redacted]

We are sorry to hear of your disappointment in regards to product availability, and apologize for any inconveniences this situation may have causedA product is back ordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stockYou can still purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes availableBack orders are often unpredictable, and this is why availability dates are estimates which may change based on different circumstancesIn cases of manufacturer delays, for example, The Brick doesn't control when a product is availableWe will do our best to keep you informed of expected shipment dates and estimated dates of arrivalYour concerns have been directed to the store management team, and will be contacting the customer to follow up

We would be more than happy to look into your situation further therefore require more informationIf you could please provide the sales order invoice it would be much appreciated.

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 / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (3000, 12, 2016/01/04) */ Returned dishwasher still not functional after many trips and talks with the service department at The Brick [redacted] 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 [redacted] 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

Complaint: [redacted] 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, [redacted]

Initial Business Response / [redacted] (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 / [redacted] (2000, 16, 2016/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) sub contractor came and fixed the couch [redacted]

Complaint: [redacted] I am rejecting this response because: the store was to call back to confirm pick up at locations, they have only confirmed the pick up of one location.? and they were to call today to confirm time of pick up and have not heard from them as of yet Sincerely, [redacted]

Initial Business Response / [redacted] (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

I want them to tell me I won't have any problems with my warranty when they see I have at home piece sofa and seat are the same and my invoice says I have piece sofa each seat are different .my invoice says I paid warranty for a lover seat corner seat and chaise seat (different pieces ) but that's not what I picked up from the store, my concers is I'll will lose the warranty when they see I don't have at home what is written in my invoice.
Sincerely,
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Exchange document *** *** * *** *** We have placed the exchange on the fridge therefore on back order until the end of October, once we received we will contact the customer

The loveseat has been received from the vendor, and delivery date may be confirmed with customer service at store level.As per The Bricks policy, customer has days to report any damages

We did give the customer Free delivery for the new productThe only difference he is paying is the dollars for the armless recliner and more for the new warrantywe have changed warranty companies and the prices have gone upWe credited him back for the warranty on the first set
The set that they purchased year ago is no long all availableThis set has been discontinued from the manufactureWhen product is no longer available our warranty statesthat they get a full credit back to pick out new productWe have giving them the full amount they paid for the productWe have reduced the product they want to purchase to our costThey also bought there product as is at a discounted price due to damaged on the unit and now they are asking for brand new stuff at the same priceThe new sale will cost them with taxes and warranty for brand new product

Thank you for sharing your experience with us as we appreciate your business and wish you did not encounter this experience with usThe feedback you have provided will be shared with the management team and will be used for coaching and development of our staff members. A product is
back ordered when there is a high volume of orders for an item, manufacturer delays or if a product is temporarily out of stockYou can still purchase back ordered items and you'll be added to the queue of customers waiting to receive the product once it becomes available.Back orders are often unpredictable, and this is why availability dates are estimates which may change based on different circumstancesIn cases of manufacturer delays, for example, The Brick doesn't control when a product is availableWe will do our best to keep you informed of expected shipment dates and estimated dates of arrival.Coverage 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 The Brick 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 it.Products are being delivered to the customer May 3rd

Customer has been contacted by Michelle Operation Manager, customer was to provide quotes and settlement would been providedMy apologies on The Bricks behalf for all inconveniences and frustration this may have caused

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I am rejecting this response because:
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*** ***I do not accept this response, because we were told it is a plush mattress which it is not it is like sleeping on a hardwood floorMy husband and myself have being miserable ever since we bough this mattress due that we wake up in the morning with sore back and restless night sleep. We exchange the same mattress with the floor model thinking the first mattress was defectiveOn the first night we found out this mattress preform in the same manner. Could not get a good night sleep on it.The sales consultants are incompetent due to a lack of knowledge, because when we went to purchase our mattress we requested a plush soft mattressThey are not knowledgeable and should not be selling mattresses to the consumers without being properly trained.We did an online search for this mattress and found out it is a Sealy firm mattress not a soft plush mattress which we did not request to purchase

We thank you for letting us know of your concerns, and we are sorry to hear about your defective productIn regards to customer service and escalated cases, our stores and their respective management teams are responsible for these. We do apologize on behalf of The Brick if there were any
misunderstandings or inconveniences to youwe have reviewed your concerns and the defect you have reported isn’t something covered under the extended warrantyWe understand you may disagree with this decisionYour business is important to us and we do not wish to lose you as a customerWe will be pleased to offer great pricing on your next purchase.Once again, our apologies for any inconvenience you may have experiencedWe fully understand you may be disappointed with our decision. We have enclosed a copy of the warranty section that applies to your concerns and also sent a link to our complete Warranty Terms and Conditions on our website FURNITURE SERVICE AGREEMENT TERMS AND CONDITIONS, LIMITATIONS AND EXCLUSIONS Peeling and cracking will only be covered within the 1st year manufacture warranty period. https://www.thebrick.com/furniture-protection https://www.thebrick.com/custompage/?cpId=3556We appreciate you letting us know of your concern as with feedback from our customer we learn and grow as a companyWe hope you understand that we have to adhere to our policies