Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a lawn mower from ********** August 20, 2024 and it was delivered August 22, 2024 damaged.********** arranged with you to pick up this item August 28, 2024. No one showed up and when I contacted you, was told it would be August 30, 2024. No one showed up and I called AGAIN and was told pickup would be September 4, 2024 as that was the only time the route was done including our address.I called today, TWICE, and after being hung up on spoke with a 'supervisor' and was told my contact phone was out of service, so no confirmation could be made, which is untrue. Was told pickup would now be September 10, 2024.The paperwork I have states - 30 minute courtesy pre-call while en route' but was told by 'supervisor' only after confirmation, which is NOT stated anywhere on paperwork.

  Business Response

  Date: 09/08/2024

  We explained to the customer that we do not work directly with ********** nor do we have access to any of the customer information only what we are provided by our middle coordinator. We sent multiple emails to our middle coordinator to advise that the number that we had for the customer was out of service and that we needed a new number. A stop can be scheduled but if we can't confirm with the customer that they will be home for the ********************** or pickup we cannot go to the home. We have an s.o.p that we have to follow. Unfortunately there was nothing that we could do without the correct information. Once our middle coordinator got a hold of ********** and we got the right information we once again scheduled the customer, unfortunately customer called in yelling at my staff and would not understand that we have to wait for other people to get us the information as we do not work directly with **********. 

  We absolutely want to get these stops delivered or picked up as we do not get paid until we have the item in our possession, so it is never that we don't want to go and get the items as that is the only way to complete the job on our end. 

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company delivered a mattress that I ordered from Bernie&Phyl's. They hit storm door with mattress and they cannot repair it. I want them to contact their insurance company to look at the door. I have the accident on home video. Prime says they can't do anything. I have to push door shut and punch it open. It's only four years old. They should replace it if they can't fix it. They broke it! They offered $100.00. That doesn't fix the door.

  Business Response

  Date: 08/14/2024

  We have offered this customer to have someone go out and repair the door for her, the claims of us refusing to fix it are untrue. We have multiple emails with this customer and she wants nothing other than a replacement of the door which she does not need. Our driver did bounce back from the door with the mattress and which we have dealt with before just adjusting the door a little. There is no reason to replace the entire door and we are more than willing to help with the repairs. She stated that the issue is that she has to close the door a little harder. I did want to upload the conversation that we have on email but it would not allow me to do it as an attachement. Below is the copy and paste of the email. 

   

  
  ******************************* Aug 7, 2024, 12:13?PM (7 days ago)
  
  You should contact your insurance to come look at this door. It was fine until your guy hit it with the mattress. Did you see the video?
  
  
  Home Damage <************************>
  Aug 7, 2024, 12:50?PM (7 days ago)
  
  
  to ********
  
  
  
  
  
  
  
  We did see the video and it clearly shows a bounce back from the door but again we took pictures of the door and there is nothing that would cause the replacement of the entire door. This has happened before and someone has been able to place the door exactly the way it was without having to replace it. Would you like me to send someone out to try and repair it to you where you don't have to push it harder to close it? Please let me know if that is something you would like me to arrange so that we can get this taken care of. 
  
  
  
  
  ******************************* Aug 8, 2024, 4:15?PM (6 days ago)
  
  Please send Insurance Company.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ Company response is not completely true. Very first day I sent them a video of their worker carrying queen size mattress with one arm. He lost control and hit open storm door that swung back and slammed shut. I spoke to their employee ******* and said "if you can fix the door fine, if not you'll have to call your ins. co. Two men came out and took pictures. Weeks went by, I called and ******* said she cannot find anyone to fix the door. I got an email offer of $100.00. That won't fix the door. I called many times and left messages for ******* to call me. She didn't. I also got out of office messages quite often. Even a hang up. I am very much willing to have someone fix it, if they can.  I am seventy six years old and because of this I have to punch my jammed storm door to leave the house. Company response to BBB makes me sound like I'm being unreasonable. Far from the truth. I just want the door either fixed or replaced. Their choice
  
  Regards,

  ********

   

   

  Business Response

  Date: 08/21/2024

  Customer has agreed on email to have someone come out of fix the door. We are only willing to fix the door there is no reason for a replacement. The customer has called multiple times has emailed and one day it's ok to fix and the next day is an entirely different story. We are more than happy to take care of anything that we have caused but we are unwilling to give the customer an entire new door when it's not needed. Again in her own words she stated that there is nothing wrong with it other than she has to push it a little harder to close it. Which was explained to her that it just needs to be adjusted and we are more than happy to take care of the repair for her. We really don't know what else we can do for this customer. During email conversations and we have in writing that she would take the repair of the door.