Simard Furniture, Inc.

Initial Business Response /* (1000, 5, 2017/05/31) */
We replaced an existing system on an existing account for Ms***The existing account had *** *** as the billing contact and address (I believe this to be Ms***'s mother)So, in the customer's defense, we did have incorrect
account information, but her mother was involved in the account at some point, so it was an honest oversight
Our accounts receivable person did indeed talk to the customer's mother about the quote for the damaged softenerWe very well may have sent the quote to the wrong address, but we did speak to the mother, so there was correspondence about the damages incurredI understand the mother has not been at the address we show for seven years, but this was never communicated to usThe account information has remained unchanged since 2006, when we updated the account to Ms*** and her mother's billing address
During our recent phone conversation with Ms*** we tried to explain and apologize for the billing address errors and expressed we would be patient and work with her to resolve the issueShe was very antagonistic with any suggestion we hadWe completely understand her frustration and tried to express to her our apologies to no avail, she was not receptive of any suggestions
Regardless of communication error, Ms*** signed a rental contract with terms that stated "Customer bears risk of loss or damage to equipment by fire or other casualty"The miscommunication does not relieve her from her contractual agreementWe took the liberty of reviewing how a claim is handled with our insurance companyWe were advised that after a claim is submitted there is a two year grace period for additional claim funds to be submittedI feel Ms*** is frustrated and inconvenienced by this whole experience, which is completely understood, and it is preventing her from taking the necessary steps to finalize this loss with usIf she would simply contact her insurance company with the details, they would oblige to assist her in this matterIn her complaint she suggests that we are "now coming after her for the money" indicating that something has driven us to pursue her recentlyThis is not the case, she has always been responsible for the replacement cost of the system, we were simply following up for a status update
We sent Ms*** a letter the day of the phone conversation as we could not rationally discuss the situation with herI have included that letter in my response
The bottom line is our equipment valued at *** was destroyed by Ms***'s house fireWe are due the replacement cost of our equipment per the agreement and we are simply asking for what was agreedWe are currently left without our equipment or compensation for the damaged equipmentOnce again, we are more than willing to be patient and assist Ms***, but we need her to take some action for this move forward

Initial Business Response /* (1000, 5, 2017/08/14) */
Mr [redacted] rents the home that is in question. The system in the home was deemed not repairable and a replacement system was suggested. Mr [redacted] cannot make the decision for a replacement water softener as it is a permanent fixture in the...

home. We contacted the home owner and discussed our findings. The homeowner decided to replace the system and we credited the prior service payments off of the sale price of the new water softener. Those credits, if paid by Mr. [redacted], would need to be recouped from the home owner, not us, as we extended the discount to the owner. We do not know if the home owner and Mr. [redacted] worked together on the service payments and an agreement was made between them prior to the new system. It was not a refusal to service Mr. [redacted], it was a scenario that the system was beyond repair and further action needed to be taken outside of Mr [redacted]'s authority. The credit for the prior service has already been given to the account. The restitution for expenses is between Mr. [redacted] and the home owner.
Initial Consumer Rebuttal /* (3000, 7, 2017/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue was. I went to their business and told them we were renting and we needed to have it looked at and repaired. They happily sent someone to fix it and gladly took my money for the sevice it did not fix the problem so I called again and someone was sent out to fix it the 2nd time. It again was not working properly. I again went to their business and expressed my concerns and felt I should not have to pay for service again. The employee told me he would have the last service person or his supervisor call me about it. A week and a half went by and no one called me. So I called again. I was rudely told that I had no authority to do anything about it. I asked the employee why it was ok to take my money but refused to do any more and was told it was their policy. Not once did anyone tell me that it was beyond repair. 3 things. #1 either the employee who told me [redacted] would call me never relayed that information to the proper person. #2 the supervisor neglected to contact me and explain the softener was beyond repair. #3 if I was told that it would have been beyond repair I would have contacted the owner and the softener would have been replaced sooner. So poor communications between employees and myself caused an issue that could have been avoided. I must say that both repairmen and the installers are very curtious and professional and were never an issue. Because of poor employees and supervisors at the store I will buy salt from another business and let my friends and family know about this issue
Final Business Response /* (4000, 9, 2017/08/24) */
At this point, I don't know how to satisfy Mr. [redacted]. I apologize that there were some mis-communications and mis-understanding regarding the service and replacement of the softener in the home Mr. [redacted] rents. The credit for the prior service was given to the home owner that purchased the softener, so I feel that we should be in good standing. As he mentioned, we may not have communicated effectively or simply made a mistake, but we ultimately replaced the system and Mr. [redacted] now has a brand new softener and high quality water. At the end of this all we can do is apologize for his frustration and hope to have the opportunity to earn his business in the future.