Reliable Heating & Air Conditioning

I don't really know how to respond at this point because I feel that we went above and beyond the call of duty to take care of customerI feel like other stores should use this as how to take care of a customerMr [redacted] came in knowing that he was going to get the set that he selectedNot only did we bring his original selection and fix everything to his exact specification, but we then agreed to keep the original set that we fixed from his exact description and wish listWe as a store then took on the burden of having to resell his old set so that we could make any profit whatsoever from the sale I have already attached and submitted the paperwork that he signed agreeing to an EVEN exchange of goodsI believe that when a customer agrees to something in writing that the decision has ben madeI hope that this does not have to be taken any further than this as I was just trying to help Mr [redacted] it would have been taken care of a lot sooner had Mr [redacted] called in for a quality complaint instead of calling into Synchrony Bank and stating that he did not ever receive any merchandiseWe went through that complaint twice before we could ever get to the actual problemWe even called Mr [redacted] and asked if everything with the purchase was OK, which he stated it wasThen, when we actually fixed his sofa to his exact specifications he came in and refused to take the couches that he chose originally back, that is when the alternative was presentedI really don't know how else to address this but as far as I've seen in the world we did more than mostly any other stores would doIf there are any questions to address I will address itI hope that Mr [redacted] takes care of his creditors on this because he has received all things that he has signed for and then been taken care of after there was anj issue as wellthanksjess p***

Complaint: [redacted] I am rejecting this response because the items that were given to me were lesser value than what was originaly purchaced. I eas under the impression that it was an even exchange and they would contact syncrony and work something out with them. When I originaly purchaced the defective leather sofa and live seat I paid roughly 800.00 inhouse and got financed the difference through syncrony bank. and the sofa and love seat that I chose did not come from the basement showroom it was from the sidewalk sale that was 799.00 jess price requested his delivery guys to bring from the warehouse. While we waited I did in fact look at a mirror which at the time asked jess price for a better deal do to all the incovinence we had gone through and he advised us he could not for that reason but did sell us the mirror as is because it had a chip on it at 50.00 discount. So in my eyes the even excange was for the ammount I did pay prices in house yes I agreed to that but not to stay owing syncrony the difference of 1000.00 for furniture that is only worth 799.00 which was not noted on the paper I signed I have spoken to a attorney and he advised me that I do have a case but would like to handle this without going to courts and cause inconveniences on both our ends. Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

HelloMr [redacted] bought this pellet stove on the date of November 21, The pellett stove does come with a one year warranty that covers parts and labor, as explained to Mr [redacted] , we don not have an authorized service technician for thisUpon Mr [redacted] 's first problem, I, Jess P [redacted] II, explained to him that it sounded like his pellet stove was not functioning correctly because it was not or hadn't been cleaned properlyHe stated that this was not the problemI the obliged Mr [redacted] and sent our appliance technician Clyde G [redacted] out on January 14th, to look at the issueBefore sending Clyde out, I explained to Mr [redacted] that if the unit just needed to be cleaned out, that was not covered under warranty and that he would have to pay us for sending Clyde out of town miles to just clean his stove When we went out, as I explained, Clyde just had to clean the stove out with a shop vacuum and it started working againClyde stated the unit looked like it had never been cleaned beforeI then called Mr [redacted] and wanted to explain to him again that a wood stove is different than the pellet stove he bought, as a pellet stove needs to be cleaned and maintenance oftenClyde also explained to Mr [redacted] that he should use a better quality pellet to burn in the stove that would not create so much residue and wasteThe problem was resolved as far as I know, Yesterday, Mr [redacted] called and asked about the purchase date of his pellet stove, my mother, Martha gave him the date of purchaseShe asked if there was a problem with the stove and he stated that there wasn't an issueHe then called back and got my grandmother, who asked him if the stove had been cleanedI guess this offended Mr [redacted] , but we were just trying to helpSince the unit is not under warranty there is not much we can doWe shared with him the phone number to the manufacturer to troubleshoot and to where he can order partsWe could also send Clyde out, for a fee, to see if he can diagnose the problem or if cleaning the unit can solve the problemAs explained earlier, we do not have a technician but we are willing and cooperating to try and help Mr [redacted] fix his stoveI feel bad for the customer but we had no intentions of offending him, we were just trying to helpWe can send Clyde out to look at the unit for a fee or Mr [redacted] can call US Stove Coand I'm sure they will help get a certified technician to his house, or send him partsI feel that Mr [redacted] doesn't understand how to use his stove properly, which is too badPellett stoves, unlike wood stoves or gas stoves, do take maintenance and cleaning to ensure working standards, and we have tried to explain thisWe can obviously in this situation not give a refund of any amount as it worked through the first year of warranty and we went and did our due diligence to get the stove up and running for Mr [redacted] We do stand behind the products we sell and are willing to work with Mr [redacted] to help facilitate getting his stove fixedHe can contact me at any time and I will happily greet him and help him try to take the proper steps to resolve this issue

Hello, the young lady is correct we have not completed the repair yetParts have been ordered since the original complaint happened with manufacturer of furniture Sunny DesignsParts have just simply not come in yet to switch out and get the job completedWe were definitely planning on also
fixing the door that wont shut whenever the parts were going to come in, so we could go and complete in one trip seeing as how far away Los Alamos is and that we originally delivered the unit for freeI am sure that the magnet on the door just needs to be adjustedWe would definitely like to take care of it in one tripI will contact the manufacturer again and see what the time frame is for getting us the shelves that need to be exchangedIf needed be I will order a new unit for stock and wait for the parts to replace itI definitely want to get this taken care of for the customer and understand her frustration, unfortunately as a retailer, we have no control over how fast parts will come in, we just control ordering them and resolving the issue as soon as they come inI definitely do apologize for the excessive wait time while waiting for me on the phoneI do understand that time is valuable and have talked to the people behind the front desk about that issue, this way it hopefully will not happen againI do apologize for the wait time on the replacement parts and door but do give you my word that this will be taken catre of and resolved as quickly as possibleI will contact the company and get on them about the parts againIf customer can email updated pictures to *** so I can resend again to manufacturer to let them know issue still isn't resolved it would be greatif she does not have time I understand, and will do my due diligence to get issue taken care of without them. thanksjess p***Las Vegas, NM

To whom it may concernI have offered to repair the unit for Mr*** as statedMr *** did not want to have his unit repaired and questioned our ability to repair the unitwe actually brought the sofa and love seat in and fixed all of the problems that he had with the unitI, Jess Price,
then called him in and showed him all of the work that we had done and the repairs, hoping that Mr*** would take back the set that he already ownedHe refused and said that he wanted a new set completelyI explained to Mr *** that I could not give him a new set at the same value as his, which he completely understoodI then took him through the entire store and gave him numerous options for exchangeHe then picked a set in our basement showroom that he agreed he would take as an EVEN exchange, he did sign a document with his own signature stating that he did accept the trade as an EVEN exchange and also that this resolved the ongoing problem that he had with the unitI was thorough in explaining this to the gentlemanHe had options and made the choice to get a new set instead of taking his perfectly repaired set backI have proof that he agreed to this EVEN exchange and can upload and publish if neededWe have responded to different Synchrony complaints from the customer, which did not complain about qualityInstead the complaints stated that the units were never received by the customer, which is untrueBecause of this we didn't ever get to address the repair issue initially because the customer never stated that there was one, he instead stated he never received delivery of the units, which is untrueWe have all of the Synchrony complaints documented on our end as wellWe have sent the signed documents from Mr*** to Synchrony Bank as well, everyone ha copies of these documentsIt is funny that this continues because Mr *** was so thrilled at the way he was taken care of by me originally that he purchased a mirror from me the day he agreed to the EVEN sofa exchangedI hope this finally can put an end to this ongoing problem as Mr *** agreed with his signature on paper that the issue was resolvedWe have won Synchrony Bank disputes, repaired his old set, have his old set here at our store, and gave the gentleman a new setI am sorry for the delay in responding as I was in San Diego when the initial Revdex.com complaint was filed with usThere are times when you do everything in your power to make a customer happy and sometimes it just doesn't work out that wayI am sorry that Mr*** doesn't like the amount that he purchased, but we went above and beyond to take care of himHopefully he pays the amount that he agreed to pay through Synchrony bank, which would be the honorable thing to do. Attached is the agreement for Mr *** for even exchangeI have further documented every Synchrony Bank complaint to so if Revdex.com and Mr *** would like those attached in a separate email we would be happy to provide our due diligence.Thank YouJess P***

Complaint: [redacted]
I am rejecting this response because the items that were given to me were lesser value than what was originaly purchaced. I eas under the impression that it was an even exchange and they would contact syncrony and work something out with them. When I originaly purchaced the defective leather sofa and live seat I paid roughly 800.00 inhouse and got financed the difference through syncrony bank. and the sofa and love seat that I chose did not come from the basement showroom it was from the sidewalk sale that was 799.00 jess price requested his delivery guys to bring from the warehouse. While we waited I did in fact look at a mirror which at the time asked jess price for a better deal do to all the incovinence we had gone through and he advised us he could not for that reason but did sell us the mirror as is because it had a chip on it at 50.00 discount. So in my eyes the even excange was for the ammount I did pay prices in house yes I agreed to that but not to stay owing syncrony the difference of 1000.00 for furniture that is only worth 799.00 which was not noted on the paper I signed I have spoken to a attorney and he advised me that I do have a case but would like to handle this without going to courts and cause inconveniences on both our ends.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Hello. Mr [redacted] bought this pellet stove on the date of November 21, 2013. The pellett stove does come with a one year warranty that covers parts and labor, as explained to Mr. [redacted], we don not have an authorized service technician for this. Upon Mr. [redacted]'s first problem, I, Jess P[redacted] II,...

explained to him that it sounded like his pellet stove was not functioning correctly because it was not or hadn't been cleaned properly. He stated that this was not the problem. I the obliged Mr. [redacted] and sent our appliance technician Clyde G[redacted] out on January 14th, 2014 to look at the issue. Before sending Clyde out, I explained to Mr. [redacted] that if the unit just needed to be cleaned out, that was not covered under warranty and that he would have to pay us for sending Clyde out of town 30 miles to just clean his stove.  When we went out, as I explained, Clyde just had to clean the stove out with a shop vacuum and it started working again. Clyde stated the unit looked like it had never been cleaned before. I then called Mr. [redacted] and wanted to explain to him again that a wood stove is different than the pellet stove he bought, as a pellet stove needs to be cleaned and maintenance often. Clyde also explained to Mr. [redacted] that he should use a better quality pellet to burn in the stove that would not create so much residue and waste. The problem was resolved as far as I know, Yesterday, Mr [redacted] called and asked about the purchase date of his pellet stove, my mother, Martha gave him the date of purchase. She asked if there was a problem with the stove and he stated that there wasn't an issue. He then called back and got my grandmother, who asked him if the stove had been cleaned. I guess this offended Mr. [redacted], but we were just trying to help. Since the unit is not under warranty there is not much we can do. We shared with him the phone number to the manufacturer to troubleshoot and to where he can order parts. We could also send Clyde out, for a fee, to see if he can diagnose the problem or if cleaning the unit can solve the problem. As explained earlier, we do not have a technician but we are willing and cooperating to try and help Mr. [redacted] fix his stove. I feel bad for the customer but we had no intentions of offending him, we were just trying to help. We can send Clyde out to look at the unit for a fee or Mr [redacted] can call US Stove Co. and I'm sure they will help get a certified technician to his house, or send him parts. I feel that Mr. [redacted] doesn't understand how to use his stove properly, which is too bad. Pellett stoves, unlike wood stoves or gas stoves, do take maintenance and cleaning to ensure working standards, and we have tried to explain this. We can obviously in this situation not give a refund of any amount as it worked through the first year of warranty and we went and did our due diligence to get the stove up and running for Mr. [redacted]. We do stand behind the products we sell and are willing to work with Mr. [redacted] to help facilitate getting his stove fixed. He can contact me at any time and I will happily greet him and help him try to take the proper steps to resolve this issue.

I don't really know how to respond at this point because I feel that we went above and beyond the call of duty to take care of customer. I feel like other stores should use this as how to take care of a customer. Mr. [redacted] came in knowing that he was going to get the set that he selected. Not only did we bring his original selection and fix everything to his exact specification, but we then agreed to keep the original set that we fixed from his exact description and wish list. We as a store then took on the burden of having to resell his old set so that we could make any profit whatsoever from the sale.  I have already attached and submitted the paperwork that he signed agreeing to an EVEN exchange of goods. I believe that when a customer agrees to something in writing that the decision has ben made. I hope that this does not have to be taken any further than this as I was just trying to help Mr. [redacted]. it would have been taken care of a lot sooner had Mr. [redacted] called in for a quality complaint instead of calling into Synchrony Bank and stating that he did not ever receive any merchandise. We went through that complaint twice before we could ever get to the actual problem. We even called Mr [redacted] and asked if everything with the purchase was OK, which he stated it was. Then, when we actually fixed his sofa to his exact specifications he came in and refused to take the couches that he chose originally back, that is when the alternative was presented. I really don't know how else to address this but as far as I've seen in the world we did more than mostly any other stores would do. If there are any questions to address I will address it. I hope that Mr [redacted] takes care of his creditors on this because he has received all things that he has signed for and then been taken care of after there was anj issue as well. thanksjess p[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] ok what needs to be done or what should have been done is the exchange should have beem for the full amount financed and not just for the amount that I paid in house if I am to stay with the syncrony balance of 1000.00 I should have 1000.00 store credit. The sofa and love seat still had the original purchae price tags on them and I am sure if they have gotten sold they got a pretty great amount for them as they were in un used condition due to the defects. I did ask to speak with don price the father of jess price and co owner of PRICES HOME FURNISHINGS and he advised me that jess should have swapped the furniture for the exact sale amount and not a lesser amount. I them was told I would hear back from don price till this day still waiting.