Roof Pro

Hi, Customer first came into the store wanting the firmess mattress we have to offer, after laying down and trying out multiple different types, customer have decided to go ahead and special order a California [redacted] set which is our firmess model of all About a week later after customer have taken delivery in home of the mattress set, customer call and claim that one of the foundation was squeaking or broken, we told the customer that it wont be a problem and we will re-order her a new replacement The next following day customer calls and says the mattress is too firm for her and that she wants to return it or possibly make an exchangeA few days later customer comes into the store stating that the mattress is now defected, we have ask her to go ahead and lay on our floor sample to see if it feels the same and she refuses to do that alsoIf the mattress was determine to be defected we would be gladly to exchange or repair for customer with a new one of the same kind and model Customer was not happy about this situation, so in good faith, we offered the customer a one time exchange which is what the customer wanted to do or she can return the mattress set back along with a 25% restocking fee of the purchase price We have also tried contacting with the customer on many different multiple occasions including leaving her messages on her phone trying to resolve this situation with the customer On 9/14/(Monday), we talk to the customer and she agreed to make a one time exchange and that she come into the store same day to make her decision, before closing the end of day, we tried calling the customer again and no answerToday, 9/15/2015, we have also tried calling her multiple times today again and leaving her messages on when she will be coming to try out a different mattress to have it exchange because that was what the customer have agreed on, still no call back from customerWe have exhaust all out of option to try to resolve this issue with the customer and making her happy, but we believe customer only wants her full refund back due to buyers remorse and refuse to pay the 25% restocking fee for returning the product

Response taken by phone: The sidewalk was already cracked before we started the roof We do have insurance A 6" inch piece of roof cap blew of the roof and put a minor scratch, the size of a, pinky nail on the roof of his car At the time he told my employees, don't worry it just a scratch I told him I would cover the cost of having it buffed out I have text of my conversations with both Mr and Mrs [redacted]

I am rejecting this response because: The response provided by the business was not truthful or accurateThey did offer for my husband to go in there so the could "show him what a flat cushion really looks like" in comparison to the one in question not to help or resolve the issue for the customers wellbeingNor did they respond to the fact that when I called I was severely mistreatedI was not given a chance to speak before being screamed at and subsequently hung up onNo business should have the right to treat any customer the way I was treatedI apologize for saying I believed [redacted] to be the owner but that was the impression he left me with, and even if he is a manager he should handle himself with more dignity and tact than what was displayedI still have yet for them to make good on the warranty they said I had when I purchased the couch so I do not feel any of my concerns were adequately addressed

I am rejecting this response because the sofa wasn't being abuseThe store just don't want to deal withthe frame just came off because of manufacture didn't do a good jobI want the warranty that was stated on my reciept or a refundWhy am I being promise a warranty when they are not going to coverI would have never bought the sofaIs that warranty just there to lure customer into buying and not going to cover the sofa? Attachment is a copy of the reciept with the warranty statedPictures shows the sofa frame coming off, the frame that came off,and also how the frame should of look likeIf you have any question you can call me at *** *** ***

Response taken by phone: The job was done in He had not reported any leaking prior to this The sky light that he states is leaking, was existing and was poor quality The year warranty is on the singles and not on material that I did not buy I told him I
could remove the skylight for $for material and I will supply the labor

Customer husband called and first talk to *** (the manager), not the ownerHusband sent pictures of the cushions they were concern about and they looked completely fine and in still good condition anWe explained to the husband that softness comfort is never part of any manufacture
warranty defect, please do not mistaken softness from flatThe cushion were not flatFrom the looks of the picture that was sent to us from the customer, the cushion looks completely fine and not flat, not defected, not lumpy at all besides wear and tear from a couch that was purchased over years ago We even told the husband to bring in the cushion into the store and we can look at it, compared, and inspected to see what we can do for them, husband said ok he will bring it in later in the weekJust about minutes later, we get a phone from the wife, and she was very upset from the beginning, we explained to her the same thing as we explained to her husband but apparently that wasn't enough and that when she stated she will file a complaint to Revdex.com and etcNo one is threaten anyonePictures from the customer is also attached to this response which shows absolutely no signs of of any excessive or major flatness at all

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Wednesday at 12:will be fine If not be will settle this in small claims court
Regards,
*** ***

We will in good faith will order the customer a new cal king *** mattress set for exchange, we will call the customer once the exchanged has arrived to set up a date and time for the exchange and pick upPlease allow approximate 1-weeks due to holiday hours

Response taken by phone: I would be willing come to do the roof Wednesday at 12:00, weather permitting

I am rejecting this response because:Again the statements made by the person representing this company is and the complete opposite of the way that our conversation actually happenedI was firm, I didn't get upset until I was yelled atI was treated completely inappropriately and they have yet to even take ownership of their actions, warranty asideNow on the topic of the warranty, it is only fair for them to follow through with the verbal agreement that was made when they were trying to make a $saleIt's not, nor will it ever be, acceptable to say what it takes to make a sale but simply decide not to do the honorable and forthright thing because it will not positively impact your business during the present dayHad they not lied to me about the warranty I would have purchased elsewhereThey verbalized me, hung up on me, have yet to actually provide decent customer service, and now are trying to turn the tables on me and have the audacity to speak ill of the way that I handled the situation when I was much more articulate, calm, and honest then they have been and if this is how they continue to mistreat their customers eventually there will not be any customers leftI just hope that the least they can take from this experience, regardless of outcome, is to be a better company to their customers so in the end people will not have to feel as mistreated as I haveNone of this is fair and all could have been avoided by providing good customer service and putting their customer first, rather than verbally attacking a paying customerI think the actions on that day and even now describe just how low this company will go to make a profit, no matter who they have to step on to get there

Hi, on the first phone call talking to the husband, he was ok and understood what we explained to him and about warranty defects from softening and flatenningYes, we did tell the husband to bring in his cushions so we can look, inspect, and explained to him more clearly on what is considered a manufacture defect and what is not and he said okAgain, from the pictures sent by the customer, everything looks normal, in fact, it still looks new, and is not a defectThe customer (husband) Wife called back and sounded very aggitated from the get go, stating that our company is false, we do no honor our warranty, we are a bad business, etc etcWe tried explaining to her same as we did to her husband but she wouldn't hear it, at that point there is not much left to do as the customer is aWe will and still honor all manufacture defect warranty, in this case, it is not a a manufacture defectAttached are two samples pictures of manufacture defected cushions that are about 1/years old, they are consideriable flat, out of shape, and is warpMrs*** cushions are nothing like this and looks new

I am rejecting this response because: The response provided by the business was not truthful or accurate. They did offer for my husband to go in there so the could "show him what a flat cushion really looks like" in comparison to the one in question not to help or resolve the issue for the customers wellbeing. Nor did they respond to the fact that when I called I was severely mistreated. I was not given a chance to speak before being screamed at and subsequently hung up on. No business should have the right to treat any customer the way I was treated. I apologize for saying I believed [redacted] to be the owner but that was the impression he left me with, and even if he is a manager he should handle himself with more dignity and tact than what was displayed. I still have yet for them to make good on the warranty they said I had when I purchased the couch so I do not feel any of my concerns were adequately addressed.

Hi, Customer first came into the store wanting the firmess mattress we have to offer, after laying down and trying out multiple different types, customer have decided to go ahead and special order a California [redacted] set which is our firmess model of all.  About a week later after...

customer have taken delivery in home of the mattress set, customer call and claim that one of the foundation was squeaking or broken, we told the customer that it wont be a problem and we will re-order her a new replacement.  The next following day customer calls and says the mattress is too firm for her and that she wants to return it or possibly make an exchange. A few days later customer comes into the store stating that the mattress is now defected, we have ask her to go ahead and lay on our floor sample to see if it feels the same and she refuses to do that also. If the mattress was determine to be defected we would be gladly to exchange or repair for customer with a new one of the same kind and model.  Customer was not happy about this situation, so in good faith, we offered the customer a one time exchange which is what the customer wanted to do or she can return the mattress set back along with a 25% restocking fee of the purchase price.  We have also tried contacting with the customer on many different multiple occasions including leaving her messages on her phone trying to resolve this situation with the customer.  On 9/14/15 (Monday), we talk to the customer and she agreed to make a one time exchange and that she come into the store same day to make her decision, before closing the end of day, we tried calling the customer again and no answer. Today, 9/15/2015, we have also tried calling her multiple times today again and leaving her messages on when she will be coming to try out a different mattress to have it exchange because that was what the customer have agreed on, still no call back from customer. We have exhaust all out of option to try to resolve this issue with the customer and making her happy, but we believe customer only wants her full refund back due to buyers remorse and refuse to pay the 25% restocking fee for returning the product.

Customer did show pictures of their issue and we explained to the customer that their issue was not covered under the "manufacture defect warranty". After explaining to them that their issue was not covered from the manufacture, we referred them a Professional furniture repair that we used for all of our customer and store repairs as an option for their repair, again the husband started getting very angry and aggressive in the store after explaining to them that their issue was not covered from the manufacture. The customer husband also quoted, "I open it up to see what it was made out of", and anytime a customers tampers, alters, or attempt to open or do any repairs of themselves, that will automatically voids all warranty, this was also explained to the customer. Customer husband started screaming profanity words in the store very loudly throughout the whole store while other customers was in here and kept screaming profanity F*this, F*that, F*them, stating he would never shop in this store again, ETC until he was out of the store. Many customer were freighten and and even left because of this customer loud screaming. Here is the furniture repair ph# if they do decided to have their issue repaired. MC Furniture RepairPh: [redacted]

In response to Mr. [redacted]s reply, my comments are,  that yes I did want the firmest  mattress the store had to offer. But  Initially I came into the store looking for a bedroom set. I visited the store several times and we talked about many things before and after I purchased the mattress set. In my opinion conversation is irrelevant  and what stands out are the facts. The mattress is defective by way of : Size, the mattress doesn't fit the box strings the  box spring is defective and when pressed upon makes a clicking noise. the construction of the actual mattress is defective because I can feel boards through the pillow top. The mattress is very lumpy and not suitable to sleep on. I was  denied and full refund, spoken to disrespectfully, asked for more money and am now being somewhat lied upon per the store manager .  These facts are clear and witnessed by others.  In reference to this special order nonsense I called the Manufacture in L.A.(per Mr.  [redacted]) and had a very lengthy conversation.  The Gentlemen ([redacted])  there explain the mattress to me told me where to look online and quoted me a price of 1999.99 plus tax. He also explains to me that  there was NO SPECIAL ORDER from AFF during the time frame in which Mr. [redacted] claim he special ordered the mattress. He also stated that he would take the mattress back at full refund if delivered to his store. No mention of restocking fees, and that he had very little complaints with his products. He instructed me to look for the tags authenticating his produce but I was unable to locate such tags. In reference to the time frame of my complaint, the  bedroom set I purchased was ordered and  was not delivered until 8-10 days  after the mattress set, which was deliver  a week or so early early. I am sleeping in the couch and need to resolve this right away. To circumvent time and extensive actions,  I am requesting  of  my full refund(1300.00 and no tax) and am hoping for a speedy response. Respectfully  and honestly  speaking,

I [redacted] have had an aneurysm surgery I will accept the new mattress making sure its all the right size without any defects and with a warranty from [redacted] mattress company because yes I did speak with them and all the numbers that the lady asked me about on the invoice did not correspond with their [redacted] mattress serial number then she asked me to read the numbers off the tag on the mattress I did so she said they didn't match so the only way I will accept the new offer is that they have to deliver and pick up the damaged mattress and box springs this is not my responsibility to have to pick up and deliver if they haven't done this right in the first place we wouldn't be where we are today I am ill and unable medically and physically I am NOT able to take mattresses to the store and pick them up I am going through enough stress right now they deliver this here it was not right they need to pick it up and deliver the right merchandise then I will accept that offer yours truly [redacted]

Customer came in a few months ago regards to this issue about a sofa they purchase over 6 year ago. Customer have shown pictures and the issues is clearly "NOT" a manufacture warranty issue defect, item looks like it has been either abused, have been improperly move around, rough housing, etc as the...

exterior leg frame have came off/ loose of the actual sofa.  Customer also stated that he tried taking it apart to see what the product was made of and stated that it wasn't wood by him doing that he voids all warranty of the product. Customer should have came to us first about the issue before to see if we could have help them before taking it upon themselves. We have also tried to help the customer by recommend them to a furniture technician repair that we used for all of our repair, but ultimately it lead to the customer being very angry and aggressive. Customer was yelling in profanity in the store while he was walking out. We can still provide them the technician phone number for the repair if they like.

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.
As shown in the original contract- RoofPro capped and sealed the skylight.  He bought and installed a new seal.  This complaint was brought to his attention in April of 2015, within the 5 year contract.  He did come once to repair late May, by July 2015 it was leaking again.  He had set up numerous times to come back out and repair- but never showed nor called.  It would only be rescheduled If we called and asked him what was going on.
Regards,
[redacted]

Response taken by phone:  The sidewalk was already cracked before we started the roof.  We do have insurance.  A 6" inch piece of roof cap blew of the roof and put a minor scratch,  the size of a, pinky nail on the roof of his car.  At the time he told my employees,...

don't worry it just a scratch.  I told him I would cover the cost of having it buffed out.  I have text of my conversations with both Mr and Mrs [redacted]