The Brick (Ontario)

Recently, I bought a beautiful couch at the Brick. The sales consultant Patrick on Hamilton mountain put my needs first finding the perfect piece of furniture for my house. He took his time, answered all my questions, demonstrated the power features and genuinely shared his knowledge in an authentic way that showed me how much he genuinely cared about what was best for us! Kudos to an awesome sales person named Patrick who is putting the customer first!

I was told when I bought my bed that it would be put together for me.
The delivery men wanted to leave it by the door but I insisted they bring it in and assemble it. They didn't want to assemble it.
They said they will tell you anything at the store to get a sale.
They chatted with each other for quite a while and proceeded to assemble. The frame was missing 2 bolts so I got my superintendent to bring some but they couldn't wait.They said they had too many other deliveries.
The super finished the job for me. I'm really disappointed because I've never had a problem with the Brick before.

Wife purchased couch set that was supposedly on sale for $639.00 .
A friend liked it and went in a few days later to purchase same one . Was told the price was now over $1200.00 . Although she really wanted the same one , could not justify the additional cost so bought a different one which was delivered and now two weeks later , the same couch goes on sale again for $ 639.00 .
This to me simply represents a real sy way to do business . Blame it on the "corporation " by claiming the local store has no control over what they sell and at what prices and I'll call BS.

Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ I would like to respond to case # [redacted] This customer bought a washer/dryer and pedestals Dec 16,It was purchased from The Brick in Peace River, ABHe did return to our store after x-mas for a price guarantee reflecting the price seen at [redacted] in Grande Prairie, ABAfter my customer service verified the pricing, we confirmed that there was a difference of $+ gst to equal $ However as Grande Prairie is hours away and not a local competitor (Brick Policy states that price guarantees must be locally available)Our store decided because of the hour distance that Grande Prairie is not localWe offered this customer an in store credit at The Brick in Peace River for the amount aboveOur store policy is to offer an in store creditAs a Franchise Brick store we have the flexibility to make this offerThis did not go well with the customer, verbally expressed his feelings and left the storeMy operations manager called me and we discussed further to try to solve this issueI then decided to call the customer to come to a solutionWe discussed the options and came to the agreement on the phone that we will pay him the $ I went over the Brick Policy about local availability and thank him for his businessA cheque, # [redacted] has been mailed out in the amount of $As the owner of The Brick in Peace River I hope this resolves this situationThanks, Mike D [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I spoke to him over the phone, I told him that I could get the washer and dryer for a very similar price locally, with one of the close prices being on the brick's own websiteIt should not be too difficult to match the price and honor the 20% difference that was on the website

I am sorry but I looked at the deal and there is no warranty, I don`t know where he see`s that there is a warranty the last time he had a problem we fixed as a courtesy not because there was a warranty the salesperson is no longer here but as far as I see, he did nothing wrong I can send a screenshot of deal, no one took advantage of the situation, the deal lost $ I apologize for any bad feelings the customer may have but I have looked into the deal and I do not see anything close to what customer is stating customer is more than welcome and reach out to me directly and I will help in any way I can

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Contact Name and Title: Paul F [redacted] Contact Phone: [redacted] Contact Email: [redacted] The approval of the replacement was authorized by email this morning.We will contact the customer and get a new one to her asap Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/01) */ I just received a call from the brick and my issue has been resolvedThey will come and pick up my old dead freezer and deliver my new one asap [redacted]

In Nov. of 2018 I purchased a reclining chair that was electric. This chair was for a handicapped lady who recently had a fall and broke her hip. She loved the chair as she was having a hard time getting in and out of her bed the chair helped a lot. In Dec. the motor stopped working she called the brick in Calgary as that is where she lives. They sent a repair man out and he told her he would be back soon. Then the brick called her and asked her to take pictures of the motor as the repairman's where fussy. She is on low income and does not have a cell phone or a camera so she told them she couldn't. She finally called me in mid Jan. upset that she couldn't get anywhere herself. I called the brick and they advised it would be mid Feb. before the part is in. I told them I wanted a new one delivered as that one has maybe worked a month She tried to use it while the motor was gone and the chair was rocking and nothing to hold it steady and she had another fall so she can't even sit in it. I was offered an instore credit but nothing they could do about the chair. I finally got someone who was tired of speaking with me and a new chair was delivered the beginning of Feb. She called me mid April to advise the massage part is not working now in the new chair. I called the store I bought it at and was told I had to call Calgary and fill out a warranty report. I advised her that they can fill it out as I have spent countless hours on this chair already. I was advised a repair man would be out in 3 to 5 days. He called me on May 7th and went out on May 8th told us he would be back in 3 to 5 days. This did not happen so I called the brick in Calgary and am now told the this is being handled out of the North East store? The chair is in the South West and that is the one I have been calling. The man that I spoke to advised me a part has been ordered and should be here by SECOND WEEK IN JUNE! No one bothered to let us know. I told them that if there were no parts by the 10th of June I WANT MY MONEY BACK TO PURCHASE SOMEWHERE ELSE. I paid over 1000.00 for that chair. I will never shop there again. While the first repair was going on I emailed the customer complaints department at head office and to this day NO ONE has emailed or called me. Customer service is not something the brick knows about.

I purchased a vehicle from Suburban Ford of Ferndale back in January of 2018, I found the car through their website and then went in to speak to a salesperson The car was at another of their locations so it took a couple of days to get the car to the Ferndale location I went back into the dealer to fill out all of the paperwork for the purchase and for the financingI was never furnished with a buyers guide or a vehicle info sheet for the carThe financing manager sold me an extended warranty/premium service package for an additional fee of on top of the This warranty/service package covers things the car doesn't even have and was unnecessaryI never got to see the car before signing nor did I get to take it for a test driveAt the time of signing, I believe the car was still enroute to the Ferndale location because I waited about an hour to get the keys and see the car for the first time The salesperson never disclosed the details of the carIt is a Ford

CUSTOMER CALLED US TO INFORM US THAT SHE STILL HAD NOT RECEIVED CHECK, SO WE STOPPED PAYMENT ON CHECK THAT WAS MAILED OUT AND CUT HER A NEW ONE WHICH SHE PICKED UP FROM SHOWROOM ON FRIDAY

I HAVE LEFT VOICE MAILS AND EMAILED THE CUSTOMER TO PLEASE BRING IN PAPERWORK SO THAT WE CAN RESOLVE HER ISSUE

HiI would like to cancel this complaint as the Brick has contacted me as well as the mfg and we are working on a resolution. Thanks for your help have great weekend.*** ***

I want to thank the staff at the Brick in Guelph for their exceptional customer service. I want to make special note of two of the stores staff Anthea Parker and James Orme. Their assistance in organizing a mattress delivery that for a period of time was a nightmare with another Brick store has restored my faith in excellent customer service.
I will be sure to let everyone I know that this store and their staff are excellent.
Looking forward to a good night sleep this week in my new bed.
Gina DeMarchi

The Brick Had new sofa delivered today may 30 2018 I have to let the Brick know how very professional the two men were that came to my house,
Thank you very much to Kalon and Shawn from the Brick Lethbridge
D. Coward

To whom it may concern, We are responding based on a complaint from a customer who, while traveling out of town had a mechanical break down with their vehicle (rear differential failure). In April of this year we had the vehicle in our shop for some repairs, one of which was a Seal replacement where...

the rear axle meets the rear differential. The reason why we recommended the seal replacement was based on verifying that there was a significant leak that should be corrected. Customer agreed and the repairs were performed. When the rear differential is low on fluid then that could potentially cause overheating of the gears and Consequently cause premature or irreversible damage (just like and engine running low on oil), 10,000 miles later based on another shops diagnosis the rear differential did fail. The other shop claims based on their opinion, that we never performed any service on the rear differential. We did not perform a service on the rear differential however we did repair a leak. We can provide documentation showing faxes of images for specific parts needed to perform the repair. These documents are dated and coincide with the process from start to finish. We also can provide receipts for the specific parts ordered to perform the repairs necessary to correct the leak. The receipts also have dates, times and signatures for receiving the parts. The vehicle stayed in our possession for a couple of days due to the parts had to be special ordered. It is ridiculous to assume that we would spend the time to find and order the part and not actually install it. The customer came back into our shop on 11/8f 2017 for possible routine maintenance and a courtesy inspection. After inspecting the vehicle we presented the customer (the spouse) with a list of recommend repairs and services needed. There were 11 items that were flagged and the customer approved 5 of the iters on the list, however by the time we got the approval which was approx 11:30 a.m. we had to make a decision on whether or not to try to do some of the services or put the vehicle back together so the customer could drive home at the end of the day. We did in fact put things back together and was agreed that they would bring the vehicle back to perform the services that were approved. One last important item that may have extended the life of or even prevented the initial failure, if we would have been able to service the rear differential during the last visit or at least before they took their trip. We in fact did recommend changing the fluid in the rear differential during the last visit and unfortunately the Customer (spouse) declined that specific service. We can provide documentation on what was approved and what was declined. We did not present this additional info to the Customer when she came in with the initial complaint (advisor not available at that time) and the information wasn’t gathered until after initial conversation. Again, our shop is being accused of being dishonest and deceitful based on another person's personal opinion. It doesn’t seem fair in the business world to be bashed and given very poor reviews without looking at all the facts. We do not feel life were negligent, dishonest or deceitful with the prior repairs performed in April, The documentation proves that, We also feel that the situation could have been prevented had the customer approved our recommendation to perform the differential service before taking the road trip. The vehicle has high mileage and it is assumed had been run low on differential fluid prior to the April seal replacement.  To whom it may concern,Our repair in April was to replace a seal to fix a leak which was in fact corrected, (no differential leaks were found during the November 8th courtesy inspection) Although we can sympathize with the customer due to the inconveniences that arose from being stranded while being away from home and most importantly the expense of therepairs, we cannot assume responsibility for any other mechanical failure beyond the seal that was installed.Regards, Schmitz Service

Final Consumer Response /* (2000, 6, 2015/06/25) */
All problems are resolved so please close file. Thx

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I have paperwork that shows I was given 'Security Plus' warranty for $1,500.00. I verified this information with the salesperson prior to completion of the deal and he assured me I would have this extended warranty for 1 year after the purchase. I was also given a brochure with the information on what the warranty covered. Now that the salesperson has been terminated from the company, I am being told the warranty information was included in the contract to "trick" the bank into thinking I purchased warranty. Well it seems it was placed there to "trick' the consumer as well. Dealerships should not be allowed to include false information on paper and go back and say it was just a sales gimmick. This now becomes my word against the word of the salesperson. And ultimately, I am the person that loses out. I now have a vehicle that needs major engine repair, at no fault of mine, less than a year after purchasing. This situation is exactly what I was afraid of purchasing a used vehicle. and that is the reason I checked and double checked the warranty with my salesperson. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

To Whom it May concernI have reviewed this file and all the pertinent paperwork and my company followed all proper protocol and process. The 2014 Rogue came in with 27,742 miles on it, despite only being in her possession for a year that is plenty of driving for normal wear and tear to occur. The...

car is a 2014 but it has a build date from back in 2013. Anytime our technicians spot something that may be a potential issue it is our duty to bring it to the attention of the customer and provide a price quote of what the repair would cost. I have attached 2 documents showing that everything was done in a transparent fashion and was signed by the customer prior to the work being completed. When [redacted] called she was angry that we aloud her daughter to make a decision on her own and us not contacting her first for permission. It is simply not our place to determine something like this, her daughter was over the age of 18 and is a legal consenting adult, we cannot just suggest "maybe you should call your parents first", that would be inappropriate. Based on all this I see no wrong doing here, we offered optional maintenance items based on the condition of the vehicle and the customer accepted it. We are however willing to offer $50 in service coupons for future maintenance as a show of good faith.Romaine P[redacted]

Initial Business Response /* (1000, 5, 2016/02/29) */
Contact Name and Title: Paul F[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The approval of the replacement was authorized by email this morning.We will contact the customer and get a new one to her asap.
Initial...

Consumer Rebuttal /* (2000, 7, 2016/03/01) */
I just received a call from the brick and my issue has been resolved.. They will come and pick up my old dead freezer and deliver my new one asap. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory...

to me and the matter has been resolved.
Sincerely,
[redacted]
The matter is resolved  I had called the bank to verify  and it was taken care of thanks to the manager in sales department  (Greg) I think . Thank you  better business