Relax the Back

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The [redacted] card used to make the purchase does not reflect any refund from Relax the BackI have contacted [redacted] directly in an attempt to locate the refund and was advised they confirmed there is no record of it on file.] Regards, [redacted]

Mr [redacted] refund was issued on 2/4/

To: *** *** Re: Complaint ID *** In response to the latest correspondence, I will only restate that I offered in December to fix the ruts but the Complaint refused to allow me to inspect themAt that time I apologized for any problems my drivers may have cause for ** ***As an alternative to my not being allowed to inspect the ruts, I offered $to resolves his Compliant Once again, I will offer to pay *** *** a total of $to resolve his compliantThis offer is good for business days and is my final offer in this matter *** *** Relax The Back

Dear [redacted],After a thorough review of the above referenced complaint
filed against our firm and sales associate, [redacted], I have found no
evidence to substantiate the claims made by [redacted]. Below, I have
provided the facts that relate it the items brought forward in the complaint
for...

your review.First of all, [redacted], who is the daughter of [redacted],
is not our client, was not a party to the contact, and more importantly, was
not a part of the contract negotiations that were back and forth between **
[redacted] and the seller. I have provided you a copy of the contract so you can see
the final agreement between the two parties. [redacted] was not introduced to **
[redacted] until she came to visit her father three weeks after closing.[redacted] entered into a contact to purchase [redacted] [redacted] on June 10, 2015. As is common with the majority of purchase agreements,
[redacted] had the contractual right to have the property inspected by a home
inspector. When we were asked for the name of a home inspector, we will provide
them the names if multiple home inspectors but asked them to perform their own
due diligence before making a choice. We do not want to be held responsible if
an inspector fails to do their job. [redacted] found the home inspector, [redacted], on [redacted] website and was not a referral from
[redacted]. Neither [redacted] nor Napier ERA was familiar with [redacted]. I’m
sure [redacted] felt comfortable with [redacted] seeding as he was listed on
the [redacted] website.The home inspection was performed on June 16th with a copy of the report sent to [redacted] and [redacted]. Upon the review of the report
with [redacted] prepared the Request for Repair Addendum requesting that
all deficiencies listed in the report to repaired by the seller. The seller
agreed to repair all items with the exceptions of one, which [redacted] agreed to
and signed off on. A copy of the home inspections report and the Request for
Repair Addendum is included.[redacted] had a walk through inspection of the property on
August 17th, the day before closing to ascertain that all requested repairs
were satisfactory and then proceeded to close on August 18th, **
[redacted] followed up with [redacted] a few days after closing. She indicated [redacted]
said everything was wonderful and thanked her for her hard work. He also
mentioned he was excited for his daughter, [redacted], to see his new home, as she
was coming to visit soon.[redacted] arrived in town and immediately created an
adversarial situation. In her complaint, she stated, “the inspector listed
several potential hazards and notes they would need to be fixed prior to anyone
gaining occupancy in this home. Nevertheless, to date none of these issues have
been repaired”. I have provided you a copy of the inspection report, and you
will note that all “potential hazards” mentioned in the report were listed in
the request for Repairs addendum and fixed by the seller.The four specific items noted in the complaint:Item #1- Dry rotted roof and mildew throughout. Nowhere is
milden mentioned in the inspection report.Item #2- No fire alarms through the entire home. I assumed
[redacted] means smoke detectors.Item #3- live wires that needed to be capped off outside and
on screened porch. The seller agreed to and fixed the items.Item #4- water faucet back of house not operational.I don’t really know how to sufficiently respond to allegations
that are absolutely false. I think the facts speak for themselves. That being
said, is the roof dry rooter? Is there mildew throughout? Are there no fire alarms/
smoke detectors? Is the outside faucet not working? According to the home
inspector they are. It they are not, then [redacted] should be the one
answering a complaint, not Napier Realtors ERA and [redacted] was
asked to addresses these issues. Apparently, he feels his did his job
correctly, and for some unknown reason, [redacted] agrees with him.At Napier ERA, our fiduciary responsibility to our clients
and quality customer service is first and foremost. [redacted] is not our client,
[redacted] is and according to him, [redacted] did a wonderful job. [redacted] enjoyed
working with [redacted] and fulfilled her fiduciary responsibilities to her
client.Best Regards,[redacted]

Ms. [redacted] refund was issued in the amount of $269.00.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
The [redacted] card used to make the purchase does not reflect any refund from Relax the Back. I have contacted [redacted] directly in an attempt to locate the refund and was advised they confirmed there is no record of it on file.]
Regards,
[redacted]

To: [redacted] / Better Business RE:  Better Business Dispute From: Relax The Back/[redacted]
class="">  The Complaint, [redacted], did contact me about a problem he had with our delivery to his house.   The Complaint lives in a rural area down a dirt road. He indicated the delivery drivers created ruts in his yard when they were leaving and also were not courteous and did not heed his direction.   I apologized for any problems he had and indicated I would investigate further with our drivers. I also said we would fix the ruts we created. During this conversation, I found it puzzling that he bragged about getting an [redacted] driver terminated for some delivery issue.   The drivers indicated that they had in fact created a rut when leaving partially due to the fact that they could not distinuish the dirt road from his yard. Further, they were in a hurry to leave due to the verbal abuse from the Compliant.   I contacted the Compliant and offered 2 options:  1. I would give him $100 and he could have the ruts fixed or fix them himself or 2.  I personally would drive to his farm in Taylor and inspect the ruts to determine how to proceed to fix them. But we would get the ruts repaired at no cost to him. The Compliant never mentioned any damage do a door frame. Obviously, if he had we would have offered to repair that also.   When the Compliant realized  I was not going to fire the drivers, he refused both my offers and indicated he did not want me on his property.   I feel I did what was appropriate to resolve this issue. Incidentally, the drivers in question have received numerous compliments from customers about how courteous they are.   Regards   [redacted] - [redacted]

Complaint: [redacted]
I am rejecting this response because: He states, " created a rut when leaving partially due to the fact that they could not distinguish the dirt road from his yard"That is such a bald face lie it is disgustingI have had so many drivers come out to our property with trucks the same size or larger and they had no problems whatsover at all staying on our gravel road.The simple fact is his drivers did whatever they wanted. They backed onto the field WITHOUT asking my permission or asking me anything at all. The driver just did whatever he pleased.It was EXTREMELY DISRESPECTFUL and wrong behavior and I let them know it. Was I abusive? Not all all. I simple let them know how wrong they were.The truck created multiples ruts from his multiple back ups.I am completely disgusted with this company and with dealing with this [redacted]. YES OUR DOOR FRAME DOES HAVE MARKS FROM THEM forcing the bed into the smaller of the two entrances.Even though I asked them to bring the bed in through the larger door and larger entrance. Again they did whatever they wanted with no regard whatsoever to what I asked.Everything about the way this company handles delivery is totally unprofessional.I will lodge a further complaint with the Texas Attorney Generals Office. We have had many companies come out to our property with trucks as large or larger than theirs and the drivers have had no problem at all distinguishing our gravel road from the field. No problem at all.His drivers are just making lousy excuses for their actions.Having purchased from Relax The Back on three separate occasions I will now no longer do any business at all with the franchise.
Regards,[redacted]

The credit was issued yesterday, so the consumers credit card company would not have a record of the credit for at least 3-5 business days.

Complaint: [redacted]
I am rejecting this response because: It is an insult to our family considering how we were treated. He has insulted us. His company treated us like garbage and so has he. HE HAS LIED AND SO HAS HIS DRIVER.$100 IS AN INSULT. WE WILL NEVER UNDER ANY CIRCUMSTANCES DO BUSINESS WITH HIM EVER AGAIN. $500 IS WHAT HE SHOULD HAVE OFFERED.Regards,[redacted]

Mr. [redacted] refund was issued on 2/4/16.

Review: August 3, 2013UNSAVORY BUSINESS PRACTICE BAIT and SWITCH RESENTFUL CUSTOMER SERVICE I entered the store and asked to see the small pillows I had been shown previously that were $25. They pushed me to see much larger pillows for nearly $200 and exclusively showed this expensive genre. I said I wanted just a small pillow. After 20 minutes. I saw these small pillows ON MY OWN on my way out. So, naturally, I said "I am a little confused why I was not shown what I asked for. They are right here" Instead of being conciliatory, the very haggard and very nasty OWNER/manager actually was so intolerant she opened the door AND TOLD ME TO LEAVE THE STORE!!!!! That's all it takes?? I have never been asked to leave a store. I feel nothing in the product discussion merited to be told to leave the store! This is the height of customer insult and I truly resent how I was treated. She obviously was embarrased that her bait and switch was found out. Something is very fishy. A customer should have been shown ALL pillows and NEVER been GROSSLY INSULTED for discussing a normal business matter.Desired Settlement: I desire complete posting of my complaint for all other consumers to learn of this terrible experience. I desire an apology.I desire that other consumers are aware of a very aggressive and weird experience. I DO NOT ACCEPT TREATMENT LIKE THAT AND NOR SHOULD ANYONE ELSE.

Business

Response:

There was no bait and switch on the part of Relax the Back. We do not carry any $25.00 pillows and never have carried $25.00 pillows in the store. The woman came in saying she wanted a new mattress, but that she had returned 3 mattresses in the past year. My employee, who is a new employee, spent at least a 1/2 hour with her showing her mattresses, bed wedges and pillows, all of which were declared by her as being either too soft, too hard or too expensive or too something else. This was all done in a very belligerent tone of voice.

As she was leaving she spotted a lumbar support, which was not what she had asked to see. She had never asked for lumbar support, she had asked to see pillows and this is not a pillow, it is lumbar support. In front a store full of customers, she accused me of bait and switch, when in fact the lumbar support in question is either more expensive than most of the items she was shown or as expensive. She continued to accuse me of not knowing my product, of bait and switch many times in a loud and very belligerent voice. When it became apparent that there was no way to calm her down, I asked her to leave. I asked her to leave many times in a calm voice. She called me a jerk, I agreed with her several times that I was a jerk but it was my store and I wanted her to leave. She told me I could not tell her to leave, I told her again that it was my store and I could ask her to leave. She stood in the door of my store and screamed at me that I was a jerk so that everyone in the store and on the sidewalk could hear her. I again agreed, in a calm voice, that I was a jerk and turned and walked into the store.

I believe this woman is disturbed. I have never been treated by a customer as badly as this woman treated me. A customer in the store at the time who witnessed the scene told me that she felt the woman was unbalanced and that if I needed someone to offer testimony to that effect, that she would be willing to do it.

Owner

Consumer

Response:

Dear [redacted],Thank you for reviewing my customer complaint at Relax the Back store in East Liberty. I am terribly sorry but I must render a second complaint at this time because the long response was not truthful and a motion for clarification must be made.Let me make this clear: 1) Objection to her response because it is not based on facts: Let me make this abundantly clear: I never purchased three mattresses and returned them as she claimed. She must have me mixed up with someone else. To clarify this matter, I ask that the Revdex.com (Revdex.com) acquires documentation of this strident and inflammatory statement which Relax the Back surely must possess. In this regard, I also ask that Revdex.com retracts her reply until she provides said documentation. Since this matter will prove untrue, then everything else she wrote is untrue. The response was designed to distract from my legitimate complaint. One can call this: The Spin; Blame the victim: also not very nice business practice.NOTE:When a business responds to a complaint at the Revdex.com, there is a preponderance of truthfulness expected so negotiation can take place. If there is not, it makes a mockery of the entire process and the integrity of Bureaus efforts. 2) Her vitriolic response proves temperament. She is very aggressive.---------------------------------------------------------------------...⇄ My History as a 3-time Walk-in Customer at Relax the Back store: a) February 2013 - met a wonderful salesman (gray hair, bald) who was so kind to me. The store was empty of customers; he wanted to kill time, so he let me sit and try some things. I appreciated that. He insisted I try the mattresses for a moment and let me sit in a special chair. b) March or April 2013 - went out of my way to thank (gray hair, bald salesman) for being so nice the previous visit and told him my back was feeling better. He and this same owner thanked me profusely for being so considerate. It was great. I felt I did the right thing.c) August 2013 (day of my complaint), I thought it would be quick and pleasant to visit my salesman and to quickly purchase an inexpensive pillow (around $25 dollar is synonymous with lower-price range pillow hard or soft. As per my initial account, Owner ordered me to leave the store and held the door open. This is the highest insult you can give a customer. It doesnt make any sense. I thought they liked me. At this point, as she held open the door, she told me she had FIRED the nice salesman.

NOTE: At [redacted], competitor, they had no problem with this same request for $25 dollar pillow which they dont have either and could extrapolate a judgment to happily show all sorts of pillows in the lower price range of soft and lumbar pillows. They were fantastic and pleasant to me. They did not combat me, resent me or ignore me.Bottom Line is: I NEVER bought 3 mattresses and never caused her any inconvenience. I am an out- of- state resident. What address of delivery does she hav?

Regards,

Business

Response:

[redacted] may have misunderstood what I was stating about the 3 mattresses purchased and returned. I did not mean that she had purchased them from Relax the Back. She stated that she had purchased 3 mattresses in the last year and returned all of them. My employee has confirmed that she said this. She stated it to him and I overheard it.

I stand by my decision to ask her, very politely, to leave my store. She was accusing me of bait and switch (which we did not do, bait and switch means we advertised a product, did now have it in the store or tried to get the customer to buy something more expensive) because we had not showed her one travel lumbar support after she had tried many products and rejected them. She became increasingly loud and irrational and nothing I could say would calm her. I then asked her to leave and she continued to berate me.

I do feel as a store owner that I do not have to tolerate in my store, irrational, disruptive and belligerent people.