R & M Rentals

Initial Business Response / [redacted] (1000, 5, 2017/06/15) */ The customer was offered a replacement sofa bed or [redacted] to correct the issue at handthe customer chose the [redacted] but did not provide mailing address informationWe were later contacted about the collection of the money and the customer stated that they needed [redacted] to make this rightWe expressed that the [redacted] is our offer as that will more than cover the cost of the provided sofa replacement or repair Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The DRV response is not accurateThey stated they are still using the same model of sofa bed for this unitAnd offered us [redacted] (Please see attachment #1) However, this still does not remedy the situationWe had to research an alternative for the sofa bed since DRV doesn't seem intersted in fixing the design flaw-other than two 4xwood blocksWe did NOT ask for [redacted] (Please see attachment #2.) We asked for half to fix the problemIn closing, I do want to state that other than this issue, we are very happy with our unitIt just makes having overnight guests impossible Final Business Response / [redacted] (4000, 9, 2017/06/21) */ Our warranty policy allows for the replacement of defective part with like partsIn this case, we have determined that our like parts may not make the situation any different than it currently isWe are not manufacturers of furniture, so we cannot be certain that a new sofa that is supposed of same design would be exactly like the current sofa or if it would be slightly different to allow for a better resultWith that, we have made the decision to give the customer significantly more money than it would cost for us to replace the sofa and ship it to them [redacted] cash to replace the sofa is a very fair and reasonable offer and we intend to stay with that offer for this caseWe appreciate the customer would like a much more expensive sofa; however, I am certain that the allowance that we have offered would allow the customer to find a similar product that was originally provided

Initial Business Response /* (1000, 5, 2016/06/29) */
This particular issue is an issue of personal preference. We design the units with furniture that we feel will fit the majority of our target market. There are times when the choice or design of materials/products do not line up with the...

desires of the customer. Although this is an unfortunate situation as the expectation of the customer has not been met, this is not a defect in material or workmanship and does not fall within our warranty guidelines. DRV will not replace the material or products that are not defective in material or workmanship.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't feel a sleeper sofa with such small dimensions falls within "reasonable expectations" of any population. It's like making half a snow shovel...why would anybody in their right mind do such a thing? Yet this is the same flawed logic DRV is using.They can use this same logic to manufacture anything outside reasonable expectations, then claim it's not a manufacturing defect.
Final Business Response /* (4000, 9, 2016/07/05) */
There is a claim that was entered in our warranty system detailing a complaint with the hide-a-bed sofa; however, nothing in the complaint is related to the size of the hide-a-bed portion of the sofa. The claim only suggests that the hide-a-bed is not satisfactory to the customer. This is the standard hide-a-bed for this application. Is it possible for the customer to provide a photograph of the hide-a-bed that they are dissatisfied with. It can be emailed to [redacted]@heartlandrvs.com.
Final Consumer Response /* (4200, 11, 2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will submit the photos as requested, but the only solution we will accept is a replacement of the sofa. I will explain in the email sent to the above address that we complained about the length of the sofa from the beginning.....however, as we were not allowed to deal directly with the company, and went through the dealer with our complaint, we do not know what information was transmitted and/or omitted.
We are submitting 2 photos of the 60"length mattress as requested; we will also send a separate email with the photos to the above address.

Initial Business Response /* (1000, 5, 2017/06/15) */
The customer was offered a replacement sofa bed or [redacted] to correct the issue at hand. the customer chose the [redacted] but did not provide mailing address information. We were later contacted about the collection of the money and the customer...

stated that they needed [redacted] to make this right. We expressed that the [redacted] is our offer as that will more than cover the cost of the provided sofa replacement or repair.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The DRV response is not accurate. They stated they are still using the same model of sofa bed for this unit. And offered us [redacted] (Please see attachment #1) However, this still does not remedy the situation. We had to research an alternative for the sofa bed since DRV doesn't seem intersted in fixing the design flaw-other than two 4x4 wood blocks. We did NOT ask for [redacted] (Please see attachment #2.) We asked for half to fix the problem. In closing, I do want to state that other than this issue, we are very happy with our unit. It just makes having overnight guests impossible.
Final Business Response /* (4000, 9, 2017/06/21) */
Our warranty policy allows for the replacement of defective part with like parts. In this case, we have determined that our like parts may not make the situation any different than it currently is. We are not manufacturers of furniture, so we cannot be certain that a new sofa that is supposed of same design would be exactly like the current sofa or if it would be slightly different to allow for a better result. With that, we have made the decision to give the customer significantly more money than it would cost for us to replace the sofa and ship it to them. [redacted] cash to replace the sofa is a very fair and reasonable offer and we intend to stay with that offer for this case. We appreciate the customer would like a much more expensive sofa; however, I am certain that the allowance that we have offered would allow the customer to find a similar product that was originally provided.