Pat Dolan Plumbing Company

Initial Business Response /* (1000, 8, 2016/02/23) */
Replying to the complaint of ***:
*** *** We have
reviewed the letter of complaint from *** regarding her *** *** mattress and we would like to submit a response
*** initially came in to our *** location with her daughter looking to purchase a bed that was to be shipped to her new condo in ***Upon purchasing, *** was asked if she possessed a proper frame for the new mattress and foundationIt was then stated that she had an existing frameThe special order for her mattress and foundation was placed on December 3rd, The *** mattress order arrived from the manufacturer on February 12th, and was delivered the next day, February 13th,
*** called during the latter part of February (around the 26th) with complaints of her mattress gathering on the topProtocol with *** requires us to contact our representative regarding any warranty issues*** spoke directly with the rep, who informed *** he would reorder the mattressThis took place on March 2nd, The second mattress (warrantied) was received on June 19th, and was promptly delivered to ***
After a period of time, *** contacted the store again with complaints regarding the warrantied mattressFollowing protocol,we were advised to have the customer fill out a warranty claim form to be sent in to ***This form was completed on July 13th, by *** and faxed down to *** the next day, on July 14th, Again, we contacted our *** representative who advised us they would be taking a look at the unitUpon inspection, it was discovered that she did not in fact have the proper frame for her mattress
W received a copy of the letter sent to *** from ***, dated July 2V, 2015, advising her of the need for a new bed frameAt the end of this letter it informed *** that they could not replace her mattress a second time due to the improper frameHowever, contrary to what was stated by Mrs*** (that the frame was purchased immediately),it was not in fact purchased until September 8th, After purchasing the frame, *** had shipping deliver it to her home free of charge and had it set up with her mattress and foundation
Shortly after, we received yet another complaint from ***This time regarding her foundation, stating that it was warpedIn a letter from our *** rep, dated November 2, 2015, he instructed us to replace her foundationWith his letter he also included the CCR (Customer Complaint Report) stating that the foundation was
warped due to the improper frame and that it would be replaced as an accommodationIt was disclosed at the bottom of the letter that there would be no further action regarding *** from our repThe foundation was replaced on the same day we were contacted by ***, November 2nd,
We feel that this matter was handled and addressed properly as per protocolWe normally do not send records, however, in this situation we wanted to show the service and follow up we did give ***, as with any customer, dealing with warranty through ***
*** *** *** ***

Initial Business Response /* (1000, 9, 2016/07/13) */
July 11th,
***
To Whom it May Concern;
We apologize for the late responseAlthough the letter of complaint is dated for June 29th, 2016, we did not receive this letter until Friday, July 8th, We have reviewed
the complaint from *** and our response is as follows
*** came in to the *** location looking to purchase a firm mattress and box spring*** showed her a few mattresses in stock that were on display*** chose a double *** firm mattress from*** called the ***At the time when she purchased, the only double bedroom set on the floor had the *** set displayedThis mattress was the last *** in stock at that time, so the mattress *** tested out was the one she receivedWhile she was in the store, *** mentioned that a regular box spring would not fit around the corner on her stairs*** told her it would be possible to special order split boxes so she could get the bed upstairs with no extra chargeShe appeared to be comfortable with this at the time of purchase
We received a call from *** with complaints that the mattress she received and signed off on at the time of delivery was not the one that she tried out on the floor, that it was much too softShe also had complaints that the box spring did not match her mattress, however, as stated above, it was a special order item and not apart of the original mattress set*** was emailed the*** warranty claim form, as per protocol, and instructed to fill it out and bring it back in to the store to be sent off to our*** representative*** sent pictures and videos of the mattress and stated she would be in to the store in a couple days to drop off her completed warranty claim form
*** arrived a few days later requesting the form again, so one was printed off and given to her while she was in the storeShe returned later that day with a friend to drop off her completed formNeither time she came into the store did she ask to speak with ***
After *** dropped off her form that was not fully completed, the secretary who was dealing with her service took the time to fill the rest of the information out for her and send it down to our*** representativeWe heard back the next day from our rep stating that there was no defect in the unit she received so no action would take place regarding her caseThis letter was also sent to ***
Shortly after the*** letter was sent out, *** received a call from *** who was still unsatisfied with the response from***To try and satisfy the customer, *** offered her the option to come in and re-select, even after*** stated there was no defect or fault to the mattress
It is our understanding that *** is under the impression she tested out a mattress from the*** Recharge line due to the fact that the mattresses have a shoe protector along the bottom of them advertising the*** Recharge mattress line
We believe we did everything we could for *** to try and keep her satisfiedEven after*** *** sent her a letter stating she received the correct mattress and confirmed there was no defect in the mattress so nothing could be done for her, that decision was overrode at store level and she was offered an exchangeThere is nothing else we are able to do for *** at this point, as she got the exact mattress she tested at the time of purchase and does not seem to want to re-select at this point in time
Initial Consumer Rebuttal /* (3000, 11, 2016/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Truthful account!!!!*** I have been sleeping on a small mattress since my wrong mattress has been delivered and enough is enough*** told me he could order a extra firm mattress but I would have to pay the difference...there is no difference if the correct mattress was delivered!!!!! *** ***
I would like to know who signed the letter from*** because I phoned and they no nothing!!! ***