Olum's

I did not receive a response from Mrs*** to the messages I leftI was calling her to ensure that she had received the information from the warranty companyWhen I did not hear back from her I assumed the matter was resolvedI am having our Customer Service Deptcall the warranty again on Mrs *** behalf, and will ask that they call her directly I do not feel a refund is warranted as we are more than willing to help resolve this matter, but we are relying on the customer to keep us updated Thank you, Dave WDOO

Mr*** and I have spoken and we are working to resolve his service issue. The initial scheduling issues were a result of Maytags website not having correct service hours for our businessWe are correcting thisThe confirmation emails were also sent from Maytag without any
notification to us.There were also mistakes made by our personnell that resulted in another delay for Mr***.Our Service Depthas also contacted Mr*** and he has an appointment scheduled for this week.Thank you,*** ***

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.
Regards,
*** ***

I was made aware of the complaint on 10/26/I've contacted the customer to get a better understanding of what happenedI told her I would follow up with her later this week after I've had a chance to reveiw the information.Dave W*** ***

I have spoken to the customer and am issuing a refund

The man from Olum's called twiceI was at work and unable to speak with him at the timeThe people from *** once again never sent nothing threw the mailI would like a refund for the amount of money I spent on the additional insurance for my furniturei would rather not have anymore dealings with OLum's or *** company

The warranty company requires the customer to make the initial contact which our customer didThe warranty company told our customer they would be sending them a self inspection packet to submit photos of the damageThe customer never received the packetThey called back two other times and
still did not receive the information which is why they filed the complaintWe were not aware of the problem until I received the complaint from the Revdex.com, at which time I contacted the cutomer to assist in getting the repair process startedAs of today 01/09/I've left two messages for the customer to determine if they received the packetI have not received a response from the customer yet to know if the problem has been resolvedWe are more than willing to assist the customer in any way possible going forwardThanks, David W

Tell us why hereWe have been working to resolve this issue with this customer since the credit card machine failed during the transaction back in October. Initial conversations with our credit card processor assured us that the money would eventually be deposited into our account so we
posted the payment to the customer’s account. After a period of time we were informed that the transaction never was finalized between our credit card processor and the customer’s bank therefore we would never be receiving the money so we removed the payment from the customer’s account. We informed the customer that our processor stated she would have to contact her bank and resolve the issue with them. Per our conversation with her bank there are options; she can dispute the payment with her bank or we can initiate a conference call between Olum’s, the customer and her bank and try to resolve the issue in that manner. We would be happy to participate in a conference call if the customer chooses to participate

The customer received their merchandise on 12/08/In May of we set up a service call to replace cushions due to them flattening which we completed in June of This was inside of the on year warranty and our technician went to the home an put the new cushions into the casings at
no charge.In January of the customer called again about the cushions flatteningWe again ordered new cushions for the customer and replaced them during February of Because the customer was so upset we had asked our representative from the Manufacturer to come to the home with us to ensure there were no defects with the furnitureHe also found no evidence of a defect, just the need to replace the cushions.At this the furniture is well outside of the warranty period, but we again went to the home and put the new cushions into the casings at no charge to the customer.November of the customer again called regarding the cushions flatteningAt this point the merchandise is almost two years old so we offered to pick up the merchandise and bring it back to our shop where we would tighten the springs, add additional layer of padding to the front rail and replace the cushions againWe agreed to provide the labor and material, but the customer would be responsible for the transportation charges of $and $plus tax to pick up and redeliver the merchandise to and from the customers homeThis was explained to the customer prior to us picking up the merchandise and we have a signed service ticket with the charges on it.I feel as a company we've been more than fair to the customer We have provided labor on multiple occasions without charging the customerCushions will break down as they're usedThe more frequent the use is the faster the cores will break downThe manufacturer provides a one year warranty to cover any defects and will provide new cores for the cushions for years, So if the customer is willing to install the cores into the casings themselves there would be no charges incurred.In closing I do feel are entitled to be paid for the charges billed to the customer for transportation,Thank You,David W***Director of Operations*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and we are still working out the details of the resolution
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***Furthermore, I was informed this was a LOAN not a credit card, as I told the woman at the desk if an inquiry was to be done I WAS GOING TO PAY CASH! Olums should go an extra mile here and speak with *** *** again not to a customer service agent, but to a person who has the authority to remove ALL of this from my report

We are in the process of working with the customer to resolve this misunderstanding

The original purchase was made on 06/27/through a leasing company called ***How that works is the customer applies for credit through *** who pays for the order in fullThe customer then makes payments to ***, not Olum's.We received a complaint about her bed on 07/19/and replaced the
broken pieces on 07/20/At that time the service technician suggested that they place something under the bed to keep the support legs from sliding on the hardwood floor.On 09/15/we received another call from the customer stating part of the frame bentOn 09/18/we replaced the frame.On 10/the customer called again stating the bed broke in the same spotWe informed the customer that we would neeed to contact the manufacturer to see how to proceed as she was not following the suggestions made by the service technician.On 10/the customer called again and said they wanted to cancel their leaseWe advised them that their lease was through *** and they would need to contact them directly.On or about 11/04/after speaking with the service manager and the service manager, our store manager came to the conclusion that maybe the bed she purchased was not suitable for herSo he agreed to take the bed back and allow them to select another bed that would be better suited for them.The new bed is being delivered on 11/08/

I spoke to the customer on 01/06/to discuss his service problem and the lack of customer service he's experiencedAlthough the manufacturer has given our customer care department conflicting information at times as to parts availability and their willingness to assist our
customer. I feel we could have done a better job in trying to help our customer. I believe that Mr*** is entitled to a service call at no charge to determine if his repair should be covered by the manufacturer or the extended warranty.Mr*** is scheduled to receive that service call on 01/12/We will continue to work with him to reslove this issue. Thank youDavid W***

On 10/28/I spoke to Chelsea at Montage Furniture Services. She verified there is an open claim for the customer and they had asked Olums to order the parts for the repairThe timeline provided by MFS was as follows.09/Customer contacted MFSMFS sent out a self inspection packet.09/MFS received info back from customer but it was incomplete.09/MFS received more information, but was missing photos.10/Customer called MFS and was told they didn't receive the photosMFS had a technician go out the same day to assess the problem.10/MFS authorized Olums to order parts.10/Parts shippedBeing sent directly to the customer home.10/I called the customer to update her as to where MFS is in the processShe repeated to me that she wants Olums to refund her the amount of the warrantyI explained that although she may be unhappy with the length of time this has taken, MFS is handling the claim and that I did not have justification to ask for a refund to be madeShe stated she was disputing the amount through American Express whom she used to make the purchaseShe also stated she did not want to use one of the technicians from MFS for the reapir as she does not have confidence in themI explained that she would need to speak with MFS directly about that.I apologized for the way the situation was handled by the person at the store when she called and offered to follow up on the parts for her if she does not recevie them by 11/02. Dave W***, DOOOlums Inc

I've spoken to our customer a few times this week to address this complaintUltimately the warranty purchased does not cover the problem he's having with his furnitureI've offered to refund the money he paid for the warranty and to work with him on the price of something new if he chose
to purchase something elseHe said he would contact me later this week to let me know how he would like to proceed.David W***

In August, Karen* ***, Olum's Store Manager, spoke to Maytag inquiring about the warranty and why this customer was told it was from 2002. After giving them the serial number associated with the Refrigerator on our records, the Maytag Customer Representative explained that the customer
had given them the incorrect serial numberMaytag stated they would change it to the correct one and indeed she has a year warranty left on the refrigeratorKaren called the customer to explain she had given Maytag the incorrect serial number but it is now corrected and her warranty was all set.I also talked with the Maytag Customer Service agent regarding the rust on the door and was told it was not covered under the warranty because it is cosmetic damageCosmetic damage is only covered for the first daysI explained the cosmetic warranty to the customer and the customer said she understoodSo at that point I felt she was satisfied with the outcome

In response to the complaint filed, we have contacted the customer to inform them of our intention to provide the labor to repair their furniture at no cost to themAlthough the warranty purchased does not cover cracks in leather, we would like to resolve this issue in a timely manner. Our
customer will be calling me directly once the fabric is receivedWe will then schedule a service technician to go to the home and make the repair.Attached is a copy of the warranty for verificationPlease call with any questions.Sincerely,David W***