MtnSea Properties

management contacted customer via phone and left a voicemail for customer to call back and discuss

Credit in the amount of 382.88$ has been applied in their main file, thus customer is to visit the store with the same card used to make the purchase

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Having to wait for a month for parts to arrive is unacceptableWe have been told our year old stove is obsolete?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*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** ***

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*** * *** *** *** *** *** ** *** *** *** *** *** *** *** ** * *** *** *** *** * *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** Thank you for your assistance.
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

Customer has been contacted by Regional Management with regards to their TV being damagedOur policy states if the product purchase is damaged, defective or not properly functioning the customer is required to report the issue within the days from delivery / pickupAn exchange has been processed
for the customer, therefore TV needs to be verified upon arrival and any damages, defective or not properly functioning of unit needs to be reported within the days

We appreciate you taking the time to reach out to us with your concerns, and we are sorry to hear of your disappointment with regards to your living room and laundry setIf you could please provide the sales order invoice it would be much appreciatedWe will gladly look into your situation
further

Initial Business Response /* (1000, 12, 2016/05/09) */
Customer has been contacted by our warranty management team, they have been offered to either keep the product AS IS with 200$ In Store Credit that can be applied towards anything in store except service (delivery, extended warranty,
installation)valid for months OR they can re-select with the amount paid upon purchase, both options are using the extended warranty as they are no longer within the first year manufactureCustomer will call back with decision
Initial Consumer Rebuttal /* (3000, 14, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Brick offered us $towards another model of choice or $store credit and gave us a number *** to call back with the answer
We tried to call back on numerous occasions but could not get through as the phone message said "I am sorry, the number you are trying to reach is being checked for trouble Please try your call again later" We are undecided as we have questions that we are hoping to have answers to before we can make a decision:
The service agreement that we signed calls for "In-home" service within kms Why are we not offered service delivery?
The warranty says, "if the product requiring replacement is not available and was part of a matching set of Product and all pieces were purchased together and are covered under this Service Agreement, The Brick will replace the component Product only and will credit You for the depreciated value of the matching undamaged product (less 40% from 25th to 36th months of ownership) Why are we being offered only $instead of $plus 60% of $for the love seat that we also purchased as part of the deal?
Thank you
***
Final Business Response /* (4000, 16, 2016/05/12) */
Customer purchased these items AS IS, sofa 629.97$ & loveseat at 587.95$ with extended warranty
Product is no longer within first year, using extended warranty to offer options (keep as is with in store credit 200$) or re-selectDepreciation is applied on non defective product, depreciation 20% per year when matching set is purchased and re-selection is being offeredWe will have our warranty management team reach out to the customer to discuss their options
Final Consumer Response /* (4200, 21, 2016/05/17) */
They initially offered me a store credit of $or re-select the sofa at $ As for the re-selection, when I asked them the depreciation value of the non-defective product, they said 70% I requested them to send me this offer in writing so that there is no confusion However, I went to the Brick store over the weekend and did not find any comparable sofa for the value they are offering me
As a result, I will accept the $store credit *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Hi Cordell,I am writing you in regards to my complaint# *** ,I would like to update my case.I got a call from Brick Windsor on Friday march 3rd ,they are willing to exchange the love seat ,they told me it will deliveron Saturday march 11.But I want the brick to give us the surety that they will give us days to report any defectand year warrantyI hope this time they won't deliver defected and damage furnitureOnce I am satisfied I will close this case.thanks

Initial Business Response /* (1000, 5, 2016/02/26) */
Thank you for taking the time for sending in your complaintTechnician that visited customers home is sent out to assess the set and to provide detailed report/pictures to the warranty departmentThe warranty is offered by the manufacture
directly, therefore purchased at The Brick we do offer the service and follow upWhen technician was sent out, the mattress wasn't sagging more than an 1,5'' and mattress was stained, therefore didn't qualify for replacement under warrantyCustomer has been informed if the body impression gets worst, would be more than happy to reassess therefore if stain is still present warranty is void and will not qualify for replacement under manufacture warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** ***

Event *** has been completed on April 27th, tech has completed the repairs.We truly apologize on The Bricks behalf for all inconveniences and frustration this may have causedWarranty is a repair warranty.If any further issues with the unit, please feel free to contact *** in order to
review

Initial Business Response /* (1000, 8, 2016/06/01) */
Voicemail has been left by management to follow up on customers concernsWe would be more than happy to have a technician sent out to reassess the item
Initial Consumer Rebuttal /* (2000, 12, 2016/06/02) */
I will say that this is
conditionally resolved at this point in time subject to an acceptable action that the business may do on and after actual assessment
Thanks,
***

store manager spoke to customer and arranged a meeting to discuss details

Initial Business Response /* (1000, 6, 2016/04/21) */
Our store management team has reached out to the customer, explained how the warranty works and for how long we warranty our repairsWe apologize, we cannot offer any repairs or replacement as the product is no longer under warrantyWe have
offered the customer to visit the store, our management team would be more than happy to offer great pricing on their next purchase
Initial Consumer Rebuttal /* (3000, 8, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A member of The Brick's management team reached out to me within a week of receiving my complaintUnfortunately, the response from management was very insincere, repeatedly advising that there was nothing that they could doOf course something can be done about this quality issueThe couch has already been in for repair - within a year of purchasing itThis complaint falls within four months of the original repair being made*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** ***
The only solution that Management offered was a potential discount on a future purchase from The Brick*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***

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,
*** ***

David P*** store manager has spoken to the customer, and have offered special pricing in the future on anything they would likeWith regards to the fridge model *** specification, details on product are available on our website *** (Dimensions: Width: 28.5'' Height: 66.8'' Depth: 31.9'' ) If your purchase is damaged, defective or not properly functioning, contact us within three days of delivery or pick up and we'll be happy to help you with a repair or a replacementOnce you’ve taken possession of your product, we’re unable to offer refunds or reselections on appliances, furniture items or accessoriesIn regards to the stove (model ***), the client to check the use and care guide on the range top for the cleaner to use and to ensure they are using the correct pots and pans

Initial Business Response /* (1000, 9, 2016/02/05) */
Thank you for taking the time for sending in your complaintWe are very sorry to hear about this experienceWe would be more than happy to look into your situation further but require more informationIf you could please provide either your
sales order invoice or phone number on file it would be much appreciatedWe will gladly direct your concerns to the appropriate contact to review
Initial Consumer Rebuttal /* (3000, 16, 2016/03/16) */
Been in contact with the brick over this issue for four monthsThey finally sent a repair guy out to look at this issue on February 22, Repair guy said it is there mess up and the floor should be replacedWas also told we would be contacted within days and on March , we had to go into the store and talk to someone because they shut down the customer care phone lineWe were told they will not replace the floor because we took longer then weeks to report the issue
Final Business Response /* (4000, 18, 2016/03/17) */
We are 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 your sales order invoice or phone number on file it would be much appreciated
Final Consumer Response /* (4200, 20, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because nothing is being done, if we come to a resolution when they call us I will change my response

*** Damaged caused by pets has never been part of the warranty Terms and Conditions since it's inception. If the customer feels misled we will be happy to return the warranty in full to their original form of payment, *** *** ***. We can do that as soon as
instructed. *** ***

*
*** ***
I am rejecting this response because: the brick reply did not address the issuethe pictures sent were reported within days from the time it happenedThe skin peeling off was difficult to point out the exact starting time because it started insidiously and it is not accidental damage and it is manufacture defect as confirmed by the brick customer service personal; therefore, the days rules does not apply to the leather skin peeling offAll the rest of the damages were reported withing days from the time it happened
***
*** ***

Initial Business Response /* (1000, 5, 2016/03/10) */
Customer underpaid by month PPP
Customer has been contacted by our Credit management team, cancellation form for insurance has been sent to the customer, would be able to reverse the premiums that have accrued and the interest