Complaints

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• 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.

  On February 10,2023 I purchased an Ashley power reclining lift chair. The warranty was for one year. In the second week of January 2024 I called to saw the footrest does not go the whole way up in the second week, I called to tell them along with the footrest now the back of the chair does not go the whole way up and I am constantly sitting at an angle..I was told that a report was filed.
  
  I called once a month until July. Chair has not been fixed. On July 17, I called and was told the motors came in and the owner was going to call me to set up an appointment. Never called. I called on Tuesday the 23rd, and stated that if the chair was not fixed by Thursday the 25th, I was going to post on Yelp and contact the BBB.
  
  Today is August 7 the and chair still not fixed I posted on **** and now contacted the BBB.
  
  I was strung along now for 8 months. I would like the chair fixed or if they can't, replaced at no charge. Thank you
  ***** ******

  Business Response

  Date: 08/08/2024

  #1 right off the bat, I do not respond to "threats" from customers. I was going to try to get this covered under warranty AND FIX IT MYSELF so there was no charge to the customer. However, once someone threatens me or my company, that deal is off the table.

  #2  Mr. ****** didn't get us all the information needed to order anything off the chair right away, and I can not confirm it was even from January that he called as the notes I received and the parts order which went in wasn't until May and the parts didn't get shipped from Ashley until the end of July. When I heard parts were needed I went onto the Ashley Furniture website and ordered the parts. These parts were already out of warranty as it only has a 1 year warranty. At that point of 1 year and on, we do not have any responsibility to fix the chair as the warranty is up.

  We sell hundreds of Ashley pieces every year and Thousands of pieces if you take all the brands we carry. When there is a warranty issue we take care of it as quickly as possible which all depends on how long the manufacturer takes to ship us replacement parts and instruct what to do. When a piece is under warranty there is no charge to the customer. When a piece is out of warranty, we can get the parts if the customer wants to buy them, but we do not go fix them at that point. Of course customers always try to say everything should be under warranty, but once a year is up it is up. I went out of my way to get the motors and even paid for them out of pocket because they are not warrantied with the full intent of fixing for the customer, but when he wants to be pushy after I'm already doing him a favor and saving him what would usually be a $99.99 service call plus parts for other freelancers in the area, I refuse to go waste any more of my time trying to help someone who obviously doesn't appreciate it. I have documentation he had called with the proper information the day I ordered parts, before that I do not.