Wacky Wheatley's TV & Stereo - Dartmouth

Paul H[redacted] <[email protected]>AttachmentsFeb 16 to me, [redacted] Dear [redacted], I spoke with [redacted] in your Cleveland office this morning regarding the Revdex.com complaint against Imperial Home Center by [redacted] dated 2/8/2016.  Our position is that Imperial Home...

Center is willing to make full refund to Mrs. [redacted] her down payment less the credit card fees charged for this transaction.  On Friday, 02-05-16 in my last conversation with Mrs. [redacted] she insisted that this refund will be handled by her credit card company through their dispute resolution process.    I have enclosed with this e-mail all relevant documents pertaining to this complaint.  Included in these documents is a copy of the letter I sent by certified mail to Mrs. [redacted] on Friday 02-05-16 recapping events occurring up to that date.  As of today we have received no response from Mrs. [redacted].  As of 12:30 today, First Data (our credit card processing company) has no records of a chargeback being initiated. Paul H[redacted] General ManagerImperial Home Center16000 Madison AvenueLakewood, OH 44107 Business: (216) 221-6955Mobile:   (216) 509-2418

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. 
Regards,
[redacted]
IN ALL THE YEARS THAT IVE USED MY CREDIT CARD THIS IS THE FIRST TIME I DIDNT GET FULL DEPOSIT BACK....THEY SHOULD CALL THEIR BANK AND TALK TO THEM...I STILL EXPECT MY 272.12 BACK...I NEVER SLANDERED THEIR COMPANY...JUST FILED A COMPLAINT OF NOT GETTING DEPOSIT BACK...

Hi I would love to help this consumer. Please have her call me at ###-###-#### ex [redacted]Thanks Dave

March 4, 2016 Revdex.com 2800 Euclid Avenue Cleveland, Ohio 44115-2408 Attn: [redacted] Dispute Resolution Team Leader Re: Complaint ID [redacted], Mrs. [redacted] Dear [redacted], In a meeting here at Imperial on January 22, 2016, I agreed to cancel a Kitchen Remodel Agreement between Imperial Home Center and [redacted] dated January 14, 2016 and offered to immediately refund the down payment amount of $11,498.80 less credit  card fees charged to Imperial. We also communicated that if credit card fees were returned to us after the refund was transacted Imperial would refund Mrs. [redacted] the difference. Mrs. [redacted] would not accept paying the credit card processing fees charged us from that transaction and left our building refusing to allow us to process the refund. Attempts to reach out to Mrs. [redacted] over the following two weeks by phone and finally a certified letter sent February 5, 2016 were unproductive. In my last discussion with Mrs. [redacted] before I sent the certified letter I was told that documents had been filed with her credit card company and that we would be hearing from them. We were informed in a letter from you dated February 10, 2016 that a complaint was filed against Imperial Home Center to the Revdex.com. On February 16, 2016, I responded to the complaint and provided all relevant documents pertaining to the complaint. Included in these documents was a copy of the letter I sent by certified mail to Mrs. [redacted] recapping events occurring up to that date. From February 16, 2016 until March 2, 2016 I made dozens of inquiries (phone calls and e-mails) with the Revdex.com, [redacted] and [redacted], and [redacted] Bank attempting to bring resolution to this matter. On March 2, 2016 [redacted] Bank Credit Card Resolution Analyst informed me that at the urging of [redacted] Bank, Mrs. [redacted] was returning to Imperial Home Center to process the credit amount of $11,498.80 less $272.12 credit card fees charged to Imperial. Yesterday afternoon Mrs. [redacted] was refunded $11,226.68. We reiterated to Mrs. [redacted] verbally, and in writing that if our Credit Card Processing Center issues a credit against the merchant fees charged Imperial Home Center, it will be reflected on a future statement. Upon receipt of the statement from our Credit Card Processing Center, Imperial Home Center will contact [redacted] and make arrangements to refund the credited amount. This I can assure -you we will do. I have attached additional documentation from [redacted] as proof to the Revdex.com that Imperial Home Center received less than the $11,226.68 that we refunded Mrs. [redacted] yesterday, and certainly far less than the $11,498.80 that Mrs. [redacted] insisted we owed. In closing I respectfully ask that your office reconsiders its decision to post Mrs. [redacted]'s complaint in your public domain. Her complaint contains several erroneous and unfair statements. Also, Mrs. [redacted] was clearly in the wrong to have expected that Imperial Home Center should return nearly $300 more back to her than we received. I understand that the Revdex.com must advocate for the Consumer, however the fact that we are a principled business with over 30 years of accreditation with the Revdex.com should hold some sway in this matter. We acted fairly and honorably in dealing with Mrs. [redacted] and should not have to suffer her slander once it is posted on your website. Thank you for all the great work that your organization performs. I appreciate all the time and effort put forth by you in helping with this resolution. Kindest Regards, Paul H[redacted], General Manager Imperial Home Center

Hi  I am sorry for the issue. Our product code for color is the last 3 numbers in the model number. So to make sure the color will match you need to make sure those number are the same  Thanks Dave

HiI do apologize but unfortunately we do not have the needed part. Thanks Dave

Good morning  I do believe this consumer is receiving a refund for her purchase  Thanks Dave

Hi  I will have a replacement changing table shipped to the consumer it should arrive in 7 to 10 days. I am sorry for the inconvenience  Thanks Dave Tell us why here...

HiI am so sorry for this issue, but all of our cribs meet [redacted] guidelines for slat spacing   Thanks Dave

Hi  I would have loved to help but the unit is from 2013 and unfortunately we no longer have the needed part in stock Thanks Dave

[redacted]Just wanted to let you know that I have accepted Paul H[redacted]'s proposal to install a new shower door within the next three weeks to eliminate the constant water on the floor problem. I am hoping that this will be a major improvement over the current door. As stated in my previous email to you from Tuesday, I will have to hire another company(s) to fix the other problems that are now out of warranty as Paul H[redacted] mentioned in his letter to you.I will send an update when the project is completed and am looking forward to a dry bathroom floor in the future.Thank you again.[redacted]

I contacting you because I rejected the company's response and tried state reason and dont know what happened its saying the site is having difficulty can you help the company is completely lieing I contacted them numerous times they sent over 10 pictures which I still have proof of in my email I was told I would be sent 2 replacement parts which I never received dave is lieing completely and he knows it I have the corresponding emails and never recieved what was promised for over 3 months then after three months with a broken bed in my house it was thrown away this situation will not be resolved and I will not drop my complaint until the bed is replaced

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:
...


The companies response was,"We will look into it." They did nothing to resolve the issue. I had brought this up with the company 3 times prior to contacting the Revdex.com. Each time they said they would look into it and then never resolved the issue.  I did want to clarify 1 thing on the complaint. Despite the companies claim that they sent the item that I ordered but never received, when I look a the [redacted] "track your package", it only lists 1 package. It never lists that the 2nd package was sent.  Thank you for opening this issue back up again.  [redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

[Your Answer Here]
 
I would like the company to email me back directly. I've had several product questions with no response and it is unacceptable that no one has responded to me.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

The lack of overnight shipping is a choice by this business. As a manufacturing facility they most likely deal with many shipments and many shipping companies daily. I have the ability to overnight a package as an individual, they can simply log onto the [redacted] website, print an appropriate label, and schedule a pick up at their business. The entire bed shipped from Target in 3 days, why 16 small M6 x 17 mm cap nuts would take longer is ridiculous. They are small enough to be placed into a padded envelope and shipped via [redacted] and reach me within a few days.  Secondly, the response stated "[redacted] [redacted] [redacted] [redacted]" So, was this replacement part shipped yesterday? My contact information was included with he complaint, so I would expect that they have the ability to look up this shipment.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi I am so sorry for the inconvenience. Unfortunately we do not ship overnight. We do have the ability to ship the need part the same day that will save 2 to 3 days in process time.   Thanks Dave

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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

The parts finally arrived, but were a different color from the original. Even after providing the requested information I received compatible parts in the wrong color. Overall I've learned my lesson to never purchase form this company again. I made due, but I'm not satisfied with the customer service from either the phone line or from "Dave." 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi  I have reorder the consumer a replacement pad We will do everything to expedite her order. I am sorry for the inconvenience  Thanks Dave