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MtnSea Properties Reviews (473)

We are sorry to hear your washer isn't functioning, we understand this could be frustratingOur policy indicates any defects or damages must be reported within three days of delivery / pickup of the productThe unit would be under manufacturers warranty and we can only approve replacement at
their directionAn email has been sent on customers behalf requesting a return authorization, and as soon as we receive a response customer will be contacted again from our management team to follow up

Initial Business Response /* (1000, 5, 2016/04/22) */
Spoke with clientAdvised that when new shipment arrives we will have unit personally inspected at our warehouse before deliveringApologized for this incident and let client know we would research further into the piece she received to try
and determine how it arrived to her home damagedWill be calling customer back within hours with follow up
Initial Consumer Rebuttal /* (3000, 7, 2016/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The operation manager called me and what is posted in their response happened but they didn't get back to me after hr and until now!!I will receive the new Sofa as mentioned on May so I can't say I am satisfied or not until I see the product
Thanks
Final Consumer Response /* (3000, 14, 2016/05/18) */
Hi There,
as this complaint was closed before I receive the product, I want to reopen it again as I received the product yesterday (Love seat) not inspected by QC the brick as I was told by the operation Manager that it will be opened, inspected and stamped before delivery to me.! then for my bad luck or their bad luck the love seat for the second time was damaged from the sidedelivery team took photos and reported the casethey left the love seat until another deliveryI contacted the store another manager replied me she apologized and will do another deliveryNOW her apology is completely refused, the first time the manager apologized and said trust me it will be inspectedENOUGH APOLOGIES, I don't trust the brick any moreNOW I want my Love seat and *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 16, 2016/06/02) */
Customer has spoken with our management team, settlement was offered to keep the one in their home which customer agreed

We are truly sorry to hear no further contact was made by the store.Our store management team has been advised authorization was provided by *** ***, customer will be contacted with directions for replacement

Initial Business Response /* (1000, 5, 2016/05/24) */
Customer has been contacted by our warranty management team, Customer mentioned they had already went out and purchased another unit and no longer needed the Bricks assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/05/28) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I didn't receive any money back for a microwave that was only operational for mosThe Brick warranty wanted me to pay for laborIt took too long for someone to come and look at it in the first place then another long period of time for them to order the part and come back to replace itI didn't get one year out of it*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

We thank you for letting us know of your concernsWe are sorry to hear your washer isn't functioning properly, we can certainly understand this can be frustratingOriginal Sales Order *** *** Delivered March 10th 2016Customer contacted customer service the same day the laundry pair
was delivered and reported the dryer not working properly and being noisy, loudExchange documents *** *** * *** *** were processed, and dryer exchanged was completed on March 17th 2016.On April 9th 2016, the client visited the store as they were unhappy with the performance / of their chosen product.They were in title to satisfaction guarantee, which customer reselected another set.*** *** *** *** ***
*** *** *** *** ***
*** *** * *** * Delivered April 12th 2016Manufacture warranty ended April 11th 2017, therefore No Extended warranty was purchased by the customer.On January 17th 2017, customer contacted The Brick Appliances / Electronics customer care department reporting the washer vibrating, shaking and being very loudThe unit was under the manufacturers warranty, and client was directed to Whirlpool 1-800-461- The manufacture is the one who owns the warranty in the first year and any decision that is made in the first year is by the manufacturerWe apologize for any inconvenience with your defective product, and the reason why we are not covering a service call, parts or replacement needed for your product that is outside of the warranty period, we need to be fair to our customer who made that financial and trust investment with usAn extended warranty has a cost involved which is optional to all customers. If a customer who made that investment in us for an extended warranty were to see that we honor warranty outside the warranty period, they would feel they have wasted their money and would expect a refund and the service as well.We do understand you are a customer and appreciate your opinion, but a service call will not be ordered when the product is outside of the warranty period. We appreciate you letting us know of your concern as with feedback from our customer we learn and grow as a company. 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

Complaint: ***
I am rejecting this response because: * *** *** *** *** *** ** *** *** ** *** *** *** *** ** *** *** *** ***
***The Brick and all of their managers are not taking responsibility for the damage in which their furniture has caused to my property, as well as trying to take back the email sent last month from their current employee stating that new legs would be sent to our addressSo to break this down a little simpler for you, there are issues that are being avoided.The first issue:I understand that your delivery crew will take responsibility for damages they cause, however in over plus emails, Im not sure why the manager (s) is still not understanding that it is not the delivery guys that are the issueIt is the actual product in which their company is selling and trying to avoid the resposibility of the damage in which their product has caused The previous couches damaged my wall, *** ** *** *** *** *** *** *** The actual wood broke through the material of the couch, went through my paint and drywall scraping the whole area and now having a full hole in my living roomHow can a company not take responsibility for the damage that their product has made?? Not from a old piece of furniture, but from an already once replaced couch that is under a year old?? This not wear and tear! This furniture was poorly manufactured and if the brick doesn't back it, why should they be selling it???, * *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** ***. The second issue:You send an email to me assuring me that the "holes" in the legs of our recently replaced couch are "supposed to be there"If this statement was true, where were the holes in the exact same couch that we previously had before you replaced them??? Are you admitting that the previous couch was intact defected?? When this was brought to your attention, you give us the excuse that these "holes that are meant to be there" so your couch legs dont spin?? --Why would couch legs be spinning? Is this yet another defect?? Even if it is, why would this have not been explained to us at all ?? Where are these "supposed screws" that we should have been provided with - If that was the case? -- Are they not provided to a consumer at purchase?? Either way, your own employee sent an email letting us know that new legs had been ordered to this address a month ago, which have still not arrived but it was another email with an excuse to not give them to us.** ** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** * *** *** *** *** ** *** ** ** *** ** *** ** *** *** *** *** ** *** * *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** ** *** Sincerely,*** ***

Initial Business Response /* (1000, 8, 2016/02/09) */
contacted Mr*** and informed as per inspection report no fault was found with the product
consumer remains unsatisfiedLibenson
Initial Consumer Rebuttal /* (3000, 10, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
Customer service rep called and offered no other advice or helpKept repeating that their inspection found no defect Funny how the inspection was done was their employee and was not detailed Usually to inspect a couch , one would have to sit on it and see how it collapses, but the brick chose to just snap a few pics instead which shows nothing *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 12, 2016/02/12) */
Our technicians provide a detailed report of the product, also do have a knowledge on the products we sellAt this time the cushions that are softer then arrival isnt a manufacture defect

We have called the customer again to ensure she is completely satisfied with resolutionNo answer back .She did not come into the store for a sofa as she had said previously , but she had money refunded off of her Brick Cardand was content last time I spoke with her, and said thank-you for calling
her, but told me everything was resolved due to refund of money off Brick Card and she is happy

Complaint has been reviewed and sent to regional management team to look into and addressIn regards to mattress warranty claims, the warranty is held my the manufacturer, not The BrickWe facilitate the claim by sending a technician and doing the preliminary inspection, which is then sent to the
manufacturer to approve or denyWe cannot alter or change the decision made by he manufacturer on a mattress warranty claim

Washer is being replaced under extended warranty with model *** at no extra costCustomer has the option of purchasing new extended warranty on new unit at their discretion, customer has been contacted and advised

Reference customer code *** - Sales Order Invoice *** , *** Customer received delivery of their bed frame, and mattress was also exchanged on August 13th 2016.Sales Order Invoice ***, we are presently expecting to receive shipment from the manufacture for the last week of August, beginning of SeptemberAs soon as the sofas are received, your local store will be in contact with you to confirm available delivery date.Mattress was exchanged under manufacture warranty, in this case the mattress is returned to the vendor.Customer has been informed by the store, old bedframe & living room set isn't being returned with the drivers.We thank you for letting us know of your concerns, with feedback from our customers we learn and grow as a company.Thank you

Customer has been contacted, and issue has been resolved

Thank you for taking the time to share your concerns with usWe are so sorry to hear your hood fan is not functioning, we understand this can be frustratingOur policy indicates any defects or damages must be reported within three days of delivery/pick up of the productThe unit would
be under the manufacturers warranty, and we can only approve replacement at their direction.A Request for replacement has been sent to the manufacturer and we are presently waiting on a response

Initial Business Response /* (1000, 5, 2016/06/07) */
I have contacted the customer and we have agreed to return his original TV and Blu-Ray player as requested
Initial Consumer Rebuttal /* (2000, 7, 2016/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
i
chose to accept the response from the business because they did return my items BUT they only did so after this complaint and promise of legal action*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Hello, All information pertaining to the concern outlined in the case file has been reviewedThe client made a purchase at the Calgary Sunridge location on September 15th for the below items: - Sofa, loveseat and chair package (Eseries)
for the price of $1,- Coffee table (21601) for the price of $- TV stand (29261) for the price of $- Area rug (HUFFING8) for the price of $- Five year warranty service for the price of $- Bonus tablet (promotional offer item) Our system records show that the client submitted to make a claim on or about July 26th for the loveseat and the coffee tableThe concern with the coffee table, is two stains on the unitThe concern, for the love seat is cracking on the surface materialThe store offered the client a $store credit to keep the items as it is with the condition of the warranty service deemed used on the love seat and coffee tableThis offer was accepted by the client and used on a bedroom set in September of Attached is a copy of the credit and new sale where the funds were transferred toDue to the above mentioned information, we cannot agree on the desired outcome as mentioned by the client in this complaintIf the client is having a concern with the sofa, then they will need to contact their purchase store location as done in the first claim for the love seatThe love seat will not be eligible for a claim as there is no warranty for this piece due to the credit accepted by the client and the terms of this creditAttached: - $credit documentation - New sale for the bedroom set - Receipt of payment from client on bedroom set Thank you,

Initial Business Response /* (1000, 8, 2016/06/20) */
This has been resolved, we are exchanging the sofa for the clientI have spoken to him and he is aware that we are waiting for the stock to come in
Initial Consumer Rebuttal /* (3000, 10, 2016/06/22) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
*** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
I never got call from Brick after I made my claim and now it's over months and my claim is still pending and I am still waiting for my sofa
But I don't know why they mentioned me after my claim that they will order the part
*** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Complaint: ***
I am rejecting this response because: The first months with the mattress we slept fine, than we started feeling like we were sinking into the mattress ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** *** * *** *** ** *** *** *** *** *** ** ** *** *** ** *** *** *** *** *** *** ** ** *** *** *** *** *** ** ** *** My wife and I both could not sleep on the mattress and the Brick told us that the warranty is good for five years so we should wait another year or two for the mattress to sink more Than we could get it warrantied We did not feel like we should have to suffer through anymore painful nights, *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** So we bought another mattress from another store, and now we both sleep fine We feel like the amount the mattress has sunk is irrelevant to the fact that we cannot sleep on it and the amount of pain and discomfort we experienced
Sincerely,
*** * *** ***

We do apologize on behalf of The Brick if there were any misunderstandings or inconveniences to youThank
you for providing pictures as requestedWe have reviewed your concerns and the damages you have reported isn’t something covered under the warranty certificate.We are sorry to convey that the concerns you are experiencing are not considered warrantable, We fully understand you may be disappointed with our decisionWe appreciate you letting us know of your concern as with feedback from our customer we learn and grow as a company. 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 Once again, our apologies for any inconvenience you may have experienced

Thank you for taking the time to reach out to us with your concerns, and we are sorry to hear of your disappointment on product availabilityA 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.Management has been in contact with the customer, and have been advised on the approx arrival date of the bed sets is for 14-Aug and the made to order sectional is approx 04-sepWe apologize on behalf of The Brick for any misunderstanding or inconveniences this experience may have causedAs soon as the products have been received, customer will be contacted to confirm a delivery date

Initial Business Response /* (1000, 5, 2016/04/08) */
Our warranty management team has reached out to the customer, we truly apologize on The Bricks behalf for all inconveniences and frustration this may have causedWe are presently waiting for the parts to arrive, customer will be contacted with
an apt
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Having to wait for a month for parts to arrive is unacceptableWe have been told our year old stove is obsolete? We still have years left on the warranty
How would you feel if you could not cook for a month?
Final Business Response /* (4000, 9, 2016/04/13) */
We truly apologize for all inconveniences and frustration this may have causedAppointment has been scheduled for April 13th for repairs
Final Consumer Response /* (4200, 12, 2016/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not want to select Yes, as we are not completely satisfied as this whole experience has left a very bad taste in our mouthsRepairs have been done, and we hope that the stove lasts for at least until the end of the warranty period*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** ***

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Address: 22 Whitney Farm Rd, Mount Desert, Maine, United States, 04660-6302

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