Offenbacher's

I purchased and paid upfront 7,000U$ for 2 fireplace inserts back in September and expected (as I was told by the salesman) them to be delivered and installed within 5 weeks maximum. Now that they have cashed the check for downpayment, I found out by accident that they are going out of business. After several phone calls, Offenbacher's is telling me that (1) they don't know if they can deliver, (2) I can get refunded through store credit ... Yes Store Credit for a company that is going out of business ... This is unacceptable and highly unprofessional. I am getting ready to file a formal lawsuit against Offenbacher's and have disputed the amount with my credit card company.
Offenbacher's mush resolve the situation as soon as possible.

Review: December 6, 2013

Sir or Madam:

I was disappointed to discover that a charge of $569.07 by Offenbacher’s Pool ‘n Patio appeared on my credit card statement this morning, eleven days after they agreed to cancel my order and return my deposit.

Offenbacher’s should resolve this situation immediately by sending me a check for $569.07 to return my deposit. If they do not do so, they are simply stealing money.

Please include this letter as an addendum to the Revdex.com complaint that I initiated on November 26, 2013.Desired Settlement: see Attached document

Business

Response:

Received this complaint via E- mail on Monday Dec 9th 2013

We sincerely apologize for the confusion and delay.

**. [redacted] provided the measurements of his fireplace opening and the fireplace door order was placed.

Based on the information provided our order department found that fireplace opening was raised 1/4" above the hearth.

On 11-21-13 or there about **.[redacted] was contacted and updated he should get a hearth flange or a riser bar to make sure the door stays securely in place after it is installed. If the opening is raised, the door could potentially slip down and fall off after it has been opened and closed because there is nothing under it to support the weight of the door. A 1/4" isn't a big gap, but it is "better safe than sorry".

It was error that this piece of information was overlooked. A consumer will not know what warrants a flange or riser bar. That is why we have our service techs to do measurements and they can notate it on the measurement form if flanges are required. A customer wouldn't know to do that. There is a cost for the extra security and it is **. [redacted] choice to pay the up charge. However, at the moment we are willing to absorb the extra charge and move forward with the order if **.[redacted] approves it.

**. [redacted] also has the choice to cancel the order.

If the order needs to be cancelled, we can cancel the order and refund **. [redacted] on his credit card.

**. [redacted] will have to provide us with that card # we do not keep consumers card # on file.

All refunds are made to the method of payment when the sale was made.

Again, I apologize for the inconvenience.

Thank you

[redacted] Offenabcher

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

See Attachment

Regards,

Business

Response:

Good morning:

I am standing by my decision to process the refund via credit card.

It our policy.

**. [redacted] needs to call it in to the store.

Not interested in holding on to **. [redacted]'s $596.07 or his credit card information.

**. [redacted] should refrain from accusing us of theft.

Thank you

[redacted] Offenbacher.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Offenbacher’s offers no reason other than their self-imposed

“policy” for refusing to refund my deposit of $596.07 unless I provide my

confidential credit information.

This “policy” was never revealed either verbally or in the contract

signed on November 25, 2013, and it in no way restricts my right to keep

confidential credit information from those whom I deem untrustworthy. To summarize:

1) Offenbacher’s

has repeatedly agreed to return my deposit.

2) It

was Offenbacher’s error in writing up the November 25, 2013 contract that

caused this dispute.

3) The

$596.07 charge on my credit card for the deposit appeared eleven days after

Offenbacher’s first agreed to return my deposit.

4) Offenbacher’s

has never offered any justification for insisting that I reveal my credit

information other than their own self-imposed, opaque and previously

unannounced “policy”.

5) Offenbacher’s

has never explained why they cannot refund my deposit using other routine and

conventional means such as sending me a check.

Regards,

Review: I went to the store to look at patio furniture. I spent approximately an hour or so looking around and my wife and I asked to get a quote on one of the models on display. We received the estimate and my wife and I took a little time to discuss it while we were still in the store. We were given a written price of $3759.30 for the project and they would waive the $99 delivery and installation, which would get the project down to $3660.30. We decided that we would go ahead and make the purchase. I went to make the purchase and they took all of my information and when we were discussing the scheduled delivery date I told them I wanted it as soon as possible. The sales person said we would be able to get everything there this Thursday except for the table because they were on back-order. The district manager offered to give me an additional 5% off the table, if I took the floor model. The table was $1642, which would have been an additional $81 off the order, bringing the project down to $3579.30. I went outside to discuss with my wife and she said she was fine with the floor model. It seemed to be in decent condition. I came back in to complete the purchase and after I had given all of my information and finalized the delivery, I was told the price was $3980. When I asked about the discrepancy I was told they had made a mistake and they could not honor the price we agreed upon and that the higher price was the correct price. They offered to give me $100/off, but the end price was still $300 higher than the estimate that was given. It was a bait and switch and the sales person made no effort to rectify it, nor did the district manager.Desired Settlement: If the company agrees to honor the price quoted and provide the services discussed we would be willing to still do business with them.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Offenbacher Pool 'n Patio Shops regarding complaint ID [redacted].

Regards,

Business

Response:

Company is working with customer to resolve dispute.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The company has not reached out to me.

Regards,