Summit Renovations

Our customer service department facilitates the manufacturer's warrantyThis means that if there a defect in the vendor's product, we obtain the parts and arrange for a factory trained service technician to restore the merchandise to vendor standardA technician who was sent on August 30,
reported that the armrest on the sofa had a large seam separation at the zipper, the seat core was crushed and the reclining mechanism is heavily wornHis conclusion is the damage was not vendor relatis from customer use. As the damage was not determined to be caused by a vendor defect, neither the manufacturer nor The Dump is not obligated to do anything in the way of providing parts or reimbursing the technician's charges to inspect or restore; however, as a good neighbor gesture, the vendor offered to send a seat cushion but they would not cover the cost of the installationOur company will cover the service tech fee to install the cushion coreThe manufacturer has agreed to send the core directly to the consumer. Upon customer's receipt of the core, we will schedule the technician to install the core. This is a one time courtesy to our customerIt is the only restoration we will do. We will not authorize a replacement because the furniture was in poor condition for such a short time due to very heavy use

As we have stated previously, the issues with the consumer's sofa are not caused by a defect in the manufacturer's productFor this reason they have refused to grant an authorization to return the sofa or reimburse any repairsThey did agree to send a seat cushion core which will be installed by a service technician whose fee will be paid by The Dump. The customer is mistaken in her assertion that the sofa cannot be repaired. Upholstery specialists are quite adept at replacing seat cores. They are also skilled at determining whether damage to a piece of furniture results from manufacturer defect or customer useWe have made a good neighbor offer and assert once more that we will not be taking the sofa back for a refund

PLEASE SEE ATTACHED REPORT. I could not get the whole report in this area

I am pleased to get a response so quickly. I had also sent an email via their customer website with no response. As I stated this problem has continued for over a year with no resolve or contact. The comment that I must wait for the part is ridiculous. I am not interested in a one new part when the rest of the sofa does not connect either. One fall by my husband who is on diability benefits may get someones attention. What about the guardsman policy I purchased does this not apply eitherNot even an apology, and I will get a call from whom and what position,do they hold? I am a Customer Service Manager for a billion dollar company's Claims Area and I speak to customers who want a member of management every day. Not a satisfied customer*** ***

Mr. [redacted] contacted our Customer Service Department on 9/01/17 expressing concern about his recliner. He stated that he had difficulty closing it and that it would become stuck in an open position.  We submitted a service appointment request that day to US Quality Furniture and...

were advised that the first available date for an inspection was 9/16/17.  The technician's report indicates our customer had difficulty pulling the release handle to recline the chair and he also complained that the recliner pitched forward when he leaned forward to close the chair. The technician lubricated the joints and elbows of the reclining mechanism to make it easier for the customer to pull the release handle but neither the mechanism nor the release handle are defective.  The recliner that Mr. [redacted] purchased is a rocker recliner, a description of which appears on Mr. [redacted]'s sales order which he signed at time of purchase. As with any chair that rocks, if one leans forward far enough the rocker will pitch forward as well. It is not possible to modify the design of the rocker recliner by converting it to a standard recliner nor would we be able to replace the rocker recliner with a standard recliner.  The recliner is not defective.
On 9/16/17, our customer reported to Customer Service that the leather on the sofa was wrinkling. We requested and received photographs for review from Mr. [redacted].  Those photos were forwarded to the manufacturer for their review. We asked the manufacturer to advise us if there were defects in the leather because the customer was unhappy with the wrinkles. We received a response on 9/21 from the vendor confirming no defects found and explaining that leather will stretch. 
We regret that Mr. [redacted] is unhappy with his purchase. Customer Service is here to ensure that any manufacturer issues are addressed and remedied under the vendor warranty; however, the concerns expressed by Mr. [redacted] are not defects in the product.

All reports of damage must be done at the time of pick or delivery, within that same day.   Even though the customer was late reporting,  when she called into customer service, our rep Jessica did take a report from the customer and asked her to send us photos to see what we can do to...

assist her.   The customer informed Jessica she would take the photos but was going to bring them to the store.   On the same day the customer did go into the store and was upset that the store referred her back to customer service.We will have our rep Jessica contact the customer one more time and again ask for the photos as a courtesy.    thank you.

Hello,  I am very sorry to hear Mrs [redacted] is unhappy with her purchase and experience our store.   I have sent her letter to the store manager asking for assistance,  and we will follow up with Mrs. [redacted] and Revdex.com  with the response.thank you

An outside service technician was sent out to the home.  This is the report:  07/30/15 14:25:31 - JWH  - Manually Entered...

Comments                           Repair Date 07/16/2015 Tech 2850 11.00 0.75 10                           SM FOUND LEFT SIDE FACING MECHANISM FOR A SLEEPER                                          SOFA HAS BEEN INSTALLED FIVE EIGHTHS                                          OF AN INCH TOO LOW ON THE LEFT SIDE.                                          SM REMOVED SCREWS ON LEFT SIDE FACING                                     ...⇄ SOFA MECHANISM AND RAISED UP FIVE                                          EIGHTHS OF AN INCH. THE BLOCK OF WOOD                                      ...⇄ THAT RICH REMOVED FROM SLEEPER SOFA                                          WAS ONLY A TRANSPORT BLOCK USE TO                                          KEEP MECHANISM IN PLACE. NO ISSUE                                          HERE EXCEPT FOR ADJUSTMENT.                           COMP/NAThe report and pictures show there is no other issue.  There is no vendor defect and we will not authorize a return.    A manager will contact the customer again to discuss.thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello,  Normally reselection for comfort or size are not authorized, however an exception was made to allow a reselection.    The furniture must be in the same condition as it was delivered.    Here is the report from the store: DRIVERS CALLED IN, STATES THAT...

THE HOWARD SECTIONAL                                   �...⇄ THEY WERE SCHEDULED TO PICK UP HAD                                          QUITE A BIT OF VISIBLE DAMAGE/SCRATCH                                 ...⇄ MARKS. PICTURES ARE IN DISPATCH.                                          SENT PICTURES. PER                                      �...⇄ THE EXCHANGE IS DENIED.                                          DRIVERS BROUGHT NEW FURNITURE BACK TO                                       ...⇄ WAREHOUSE. HOTLINE #[redacted]One of the managers from the delivery warehouse will contact this guest when they are open this weekend.thank you.

Our customer was unhappy with the left area piece of a sectional so we agreed to exchange it . When the delivery drivers arrived, the customer refused the delivery stating that the piece was crooked. It should be noted that refused merchandise is checked at the warehouse...

door as it is being returned for any sign of defect or damage so that it can be set aside for manufacturer review. There was nothing wrong with that piece.  We made the third delivery which the customer accepted, signing the delivery manifest that there was no defect or damage. Within 48 hours she advised us that it was beginning to lean like the other piece. We sent a technician to her home to inspect it. His report states that he inspected it thoroughly. He stated that it was possible that the mechanism was bent "ever so slightly" and suggested replacing the mechanism but review by a second technician indicates that the sectional is within manufacturer standard. An enclosed photograph of the sectional shows no defects. It does not lean and is not crooked. We have declined customer's request to return the sectional for a refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The Store Manager is not calling anyone a liar, he simply does not have any rebate as the customer described.  Again, We are very sorry the customer is upset and we do apologize for any misunderstanding between the customer and our sales...

associate.

Our Rep has been in contact with the vendor Rep to request assistance.    Per our terms and conditions, we service vendor defects- and our vendor rep authorized a dye and finish kit to be applied to the seats.The customer is worried about this remedy, and we have asked the vendor...

for a return authorization.      The customer is aware of this. Thank you.

Our Customer Service manager spoke with the consumer who agreed to permit the technician to install the part so that we might confirm if the sectional could be restored to manufacturer standard. The technician's report indicates that he was successful. An account manager followed up with the customer last evening. Her husband confirmed that issue was resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

First, The Dump customer service staff has repeatedly acknowledged the problem with the sectional, thus the exchange and the technician sent out, so it makes no sense for them to now deny the existence of a problem. Secondly, as mentioned in the complaint, the 3rd sectional piece we accepted because it appeared better than the first two, but after we sat on it and the foot touched the floor, it is just as crooked as the others, and I called them to report that as soon as it became apparent. Attached is a photo of the sectional showing it is indeed crooked. It's unacceptable for The Dump to now deny there is a problem when they have repeatedly acknowledged the issue, while doing everything possible to refuse the return. The sectional needs to be picked up and our money refunded. I did neglect to subtract the $149 delivery fee and 15% restocking fee from the initial refund request - with those subtracted the refund amount would be $1751.64. We will consider this complaint resolved when the sectional is picked up and $1751.64 credited back to our credit card. Thank you.

Again,   We are sorry this miscommunication happened.   There is no such coupon or rebate available.   Our store manager has handled the complaint against the employee.Thank you.

1-13-16Dear Revdex.com:  I do not find any settlement offered in the three attachments sent only photos showing the recliner and the visual damage to the    ...

             cushion and a statement from someone that " I could not submit a response in the space provided"  ??? There are many non visual                  design problems with the recliner that have led to the visual as shown in the photos.  One component of the footrest upholstery is not                  shown as I removed it to help with the abrasion of the cushion against it.  This helped until the seat cushion became so elongated and                 stretched it continues to rub against the footrest.  And, I forgot to mention that the chair back does not snap into the bracket, making                 it appear lop sided and it's very wobbly forward to back.  It is literally a chunk of junk.                  Please advise,  [redacted]

We stand by the technician's report documenting the steps he took to facilitate easier movement of the release handle and we reiterate that we are sorry that Mr. [redacted] is unhappy with his furniture; however, it is not the function of Customer Service to modify any product to the customer's liking. We are here to facilitate repair and restoration of defective merchandise back to manufacturer specifications.