Olum's

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

Mr. [redacted] 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 business. We are correcting this. The 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. [redacted].Our Service Dept. has also contacted Mr. [redacted] and he has an appointment scheduled for this week.Thank you,[redacted]

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. 
Regards,
[redacted]

In August, Karen[redacted], 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 number. Maytag stated they would change it to the correct one and indeed she has a 9 year warranty left on the refrigerator. Karen 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 damage. Cosmetic damage is only covered for the first 30 days. I explained the cosmetic warranty to the customer and the customer said she understood. So at that point I felt she was satisfied with the outcome.

I've spoken to our customer a few times this week to address this complaint. Ultimately the warranty purchased does not cover the problem he's having with his furniture. I'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 else. He said he would contact me later this week to let me know how he would like to proceed.David W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10998650, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I explained to David Wright that we are both in our 70's & not in good health.  We do not have anyone to help us get the chair loaded in a vehicle to take to the store. We cannot lift the chair, my husband has a bad heart condition in addition to other major health issues. So he is not in a good condition to be able to lift the chair.  This is not a small light chair.  It weighs at least 75 to 100 pounds.  I really do not understand why they are making such an issue of this.We expect them to stand by their merchandise to have a happy customer. At this point we are not happy & will not be shopping at their store in the future.Regards,
[redacted]

Rick B[redacted], Olum's Credit Manager, spoke with [redacted] who is in the client processing department at [redacted] on 4-17-2017. We advised her that we received a complaint from [redacted] of misleading him when he completed the application for credit with [redacted] that it...

would not affect his credit report.  Due to this we were today voiding his pending purchase through [redacted] and refunding his deposit.  She pulled up his account and did show that he had phoned in and inquired if he paid the account with [redacted] in full would they close his account and he was advised that it would report as a closed paid account but that there was no comment regarding the removal of the account or credit inquiry from his report.  We inquired if this action of removing the entire transaction from his credit report could be done and we were advised that the request would be passed on to the [redacted] adjustment team for consideration although there would be no guarantee as Mr. [redacted] did sign all of the required documentation to have his account processed including the [redacted] credit application and credit authorization form explaining the repayment terms.

The man from Olum's called twice. I was at work and unable to speak with him at the time. The people from [redacted] once again never sent nothing threw the mail. I would like a refund for the amount of money I spent on the additional insurance for my furniture. I would rather not have anymore dealings with OLum's or [redacted] company.

Tell us why here... We 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 2 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.

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 them. Although 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 received. We will then schedule a service technician to go to the home and make the repair.Attached is a copy of the warranty for verification. Please call with any questions.Sincerely,David W[redacted]

June 6, 2016To whom it may concern, I am addressing complaint #[redacted] from [redacted]. The customer purchased a fabric sectional from our store on July 10, 2015 and it was delivered to the customer’s home [redacted] on 7/16/2015. At that time she...

purchased and extended warranty that covered the repair or replacement on accidental mishaps. This policy does not or never has covered anyone to come out to a customer’s home and clean the furniture. The customer claimed the sales associate told her that the material could be cleaned and it can be cleaned by the consumer. At no point was there a discussion about the warranty company doing any type of general cleaning. The customer also stated that she was never given paperwork explaining the coverage. The customer told me when she was at the store we had mailed it and she did not bother to read the fine print. I also have a copy of the paperwork that was printed and given to her the day of the sale, which is dated the same day. The warranty agreement states specifically what is covered and not covered. Also the customer never asked for a refund on anything, had she asked at that point I may have refunded her the cost of the plan. If any more information is needed please contact me directly at [redacted], I am the store manager and the person the customer talked to when they came in. I will include a copy of the sale and warranty agreement. Sincerely, Karen F[redacted] Store Manager Olum’s 154 Northern Lights Plaza Syracuse, NY 13212 [redacted]

I have spoken to the customer and am issuing a refund.

The customer received their merchandise on 12/08/2014. In May of 2015 we set up a service call to replace cushions due to them flattening which we completed in June of 2015. 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 2016 the customer called again about the cushions flattening. We again ordered new cushions for the customer and replaced them during February of 2016. 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 furniture. He 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 2016 the customer again called regarding the cushions flattening. At 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 again. We agreed to provide the labor and material, but the customer would be responsible for the transportation charges of $64.95 and $30.00 plus tax to pick up and redeliver the merchandise to and from the customers home. This 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 customer. Cushions will break down as they're used. The more frequent the use is the faster the cores will break down. The manufacturer provides a one year warranty to cover any defects and will provide new cores for the cushions for 10 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[redacted]Director of Operations[redacted]

On 10/28/2016 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 repair. The timeline provided by MFS was as follows.09/08 Customer contacted MFS. MFS sent out a self inspection packet.09/22 MFS received info back from customer but it was incomplete.09/24 MFS received more information, but was missing photos.10/04 Customer called MFS and was told they didn't receive the photos. MFS had a technician go out the same day to assess the problem.10/11 MFS authorized Olums to order parts.10/26 Parts shipped. Being sent directly to the customer home.10/31 I called the customer to update her as to where MFS is in the process. She repeated to me that she wants Olums to refund her the amount of the warranty. I 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 made. She stated she was disputing the amount through American Express whom she used to make the purchase. She also stated she did not want to use one of the technicians from MFS for the reapir as she does not have confidence in them. I 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[redacted], DOOOlums Inc.607.729.3600

He is calling me back sometime by the...

end of this week at 5:30 as I said, that is the best time to contact me, for I work and have students walking in during my office hours.  I also read his reply that stated he was made aware of the complaint today, I am not sure why the manager when I called on 10/21/16 did not notify anyone above him of my original complaint.  had I never filed w/ the Revdex.com, I would not get anything resolved.  I was also informed today by my husband when he called for the repair, Olums never sent in our warranty to MFS, so what did they do w/ the warranty purchase after I paid it.[redacted]Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Unit was replaced Tuesday GM spoke to customer via phone on Thursday, everything seems to be working properly.

I have spoken to the sales associate and 2 sales managers that were here that night, and all were in agreement that they tried explaining to the customer that the one online  was for a particular sectional and we had sold the last one. It was a closeout on our floor but was no longer...

available anywhere in our company. The customer wanted to select a different fabric which is a special order and will always cost more. The customer was not willing to pay any additional money for a different fabric which would also been and upgrade to the material. We do have closeouts or clearance items from time to time that can sell and it will take a little time to get the web site up to date. The sales person felt intimidated by the customer because they would not listen to an explanation regarding our special order process. Any type of sale price will be on the fabric that is showing on our floor.If you need any further information please feel free to contact me at [redacted] , I am the store manager. Thank you,Karen Farruggio315-214-7503 Store Manager 154 Northern Lights Plaza Syracuse, NY 13212

I spoke to the customer on 01/06/16 to discuss his service problem and the lack of customer service he's experienced. Although 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. [redacted] 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. [redacted] is scheduled to receive that service call on 01/12/06. We will continue to work with him to reslove this issue. Thank youDavid W[redacted]

The warranty company requires the customer to make the initial contact which our customer did. The warranty company told our customer they would be sending them a self inspection packet to submit photos of the damage. The customer never received the packet. They called back two other times and...

still did not receive the information which is why they filed the complaint. We 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 started. As of today 01/09/16 I've left two messages for the customer to determine if they received the packet. I have not received a response from the customer yet to know if the problem has been resolved. We are more than willing to assist the customer in any way possible going forward. Thanks, David W.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  [redacted]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 [redacted] again not to a customer service agent, but to a person who has the authority to remove ALL of this from my report.