ComplaintsforLa Rosa Del Monte

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, On March 15th, 2023 I sent from La Rosa del Monte (Puerto Rico) two boxes and 1 Singer sewing table. On April 22, 2023 La Rosa del Monte located at ***** ******* *** ******** ** ***** gave me ONLY the two boxes. I have a pink slip that says "short on piece #003 which refers to the missing table. The employee says that is possible that the table is at another container. The promised to deliver to my house at no cost. On April 24th, 2023 I got a phone call from them. They wanted me to describe the table. I did. The promised to send me an email with a follow up. They didn't. I called again to their number (407) 859-6262. This called was made April 29th and I was told to give them three weeks. I called after 4 weeks, May 26th and my called was transferred three times like in previous occasions. Tired of talking to everyone I finally got a name: Ivette C*** was in change of claims. I called June 5th, but Mrs. C*** only works in the morning. My next morning available (because I was working) to talk to her was June 12th. I called Ivette C*** the morning of June 12th and she didn't even listened to me. She just wanted my phone number and kept me on hold for several minutes. Then I was transferred and I was confused. When I explained my situation again I realized that Ivette C*** transferred the call to Puerto Rico ***** ********. I was talking to Josy G****** She was so far the only person to give an apology. I told her that I needed an answer about my table. She wanted one day to investigate. Next day, Mrs. G***** said that the table was lost and that La Rosa del Monte was going to pay me the table. This table was my only heirloom from my mom who passed away February 12th of this year. I have no table, no email, no information about how much money I will get for such a unique piece of furniture. I need them to take accountability for what they have done. This is not fair and it crushes my heart every time I tried to mourn my double loss: mom and mom's table.

  Business response

  06/27/2023

  In this case, it was decided to submit the claim for payment since table # 003 continues to be lost. A payment agreement was sent to her for the amount of $110.00 dollars, which includes $60.00 dollars for shipping charges and a maximum $50.00 dollars to be paid according to the insurance coverage that Mrs. ***** took out, without any additional cost. See attached contract signed by Mrs. *****. See attached.

  Business response

  07/07/2023

  In order to start the payment process, it is necessary for Mrs. ***** to send us the signed payment agreement. That document was sent to you by email.

  Customer response

  07/15/2023

  
  Better Business Bureau:

   

  They never sent those files. You did. The pdf is added with my address and signature. 
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it may concern, I moved from New York to Florida in February 2022. I contracted La Rosa Del Monte to move my personal belongings. The following objects were broken in the move: 2 pyrex= $100 1 television= $205 1 Crystal bowl=75 Drinking glasses= $40 In addition, I had to pay to have this items transported. I paid $25 per box and $30 for the T.V. I am asking for a reimbursement of $475, which includes the broken items and the delivery fees. I have tried to resolve this with La Rosa Del Monte many times via phone and e-mails, however, they are not being helpful and don't want to take responsibility for their negligence. I received my items in crushed, dirty boxes. I paid for La Rosa Del Monte to safely transport my items and instead I received them broken. They are trying to take advantage of my husband and I, who are elderly. We did not know the items were broken at the time of delivery because they delivered the boxes and items in a rushed manner and left. They made us sign a piece of paper, which we thought was saying that they delivered the items. They never read or explained to us what we were signing. We found out the items were broken, once we started to unpack and set up the T.V. Please help me by holding La Rosa Del Monte accountable for their negligence and irresponsible practices. I am asking La Rosa Del Monte to be professional and take responsibility for breaking my items. We paid them a total of $4050 and we trusted them to deliver everything safely. Unfortunately, are disappointed with their irresponsible and negligent actions. I want La Rosa Del Monte to reimburse my $475. Thank you for your assistance.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/11) */ Our documents indicate regarding this case is that your move was delivered on February 22, 2022, without any allegation of damage or loss. Also that day they authorized to leave their belongings packed and taking responsibility for any damage or loss. See attached. Our documents also indicate that on February 22, the total number of inventoried items was delivered to him. However, we have searched our warehouses with negative results. It was not until March 7, 2022 that the client mentioned his allegations to us. According to the terms and conditions of our contract, the client has to claim the day of delivery or three days after it. Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) July 15, 2022 I do not accept La Rosa Del Monte's response and their response is incorrect. I had contacted La Rosa Del Monte many times in February 2022, prior to March 7, 2022. I spoke with Ivette C*** many times about my broken items, but she was not helpful. I also left her several messages, which she did not respond to. I had to even talk to her supervisor about my concerns. I emailed her on March 7, 2022 and on March 16, 2022. I even sent her pictures all of the broken items. 2 pyrex= $100 1 television= $205 1 Crystal bowl=75 Drinking glasses= $40 As stated before, I need La Rosa Del Monte to pay me for all the broken items $420 and the delivery fees $25 for box and $30 for T.V, which is a total of $475. It is my belief that La Rosa Del Monte has conducted themselves unethically by not paying me for my broken items. I paid them to bring my items intact and not broken, instead the boxes were delivered crushed, broken and dirty. The delivery personnel came and delivered my items in a rushing manner and did not give me time to inspect my boxes or the items inside. Then they made me sign a paper without explaining to me what I was signing and told me they could not deliver my items unless I signed the paper. It is wrong to take advantage of vulnerable elderly people. Please help me by holding La Rosa Del Monte accountable for their negligence and irresponsible practices. I am asking La Rosa Del Monte to be professional and take responsibility for breaking my items. We paid them a total of $4050 and we trusted them to deliver everything safely and not broken. Unfortunately, are disappointed with their irresponsible and negligent actions. I want La Rosa Del Monte to reimburse my $475. Thank you for your assistance. Business Response /* (4000, 10, 2022/07/20) */ Our determination is based on the documentation and the terms and conditions of the contract you signed with us. Consumer Response /* (4200, 12, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept La Rosa Del Monte's irresponsible, unethical, negligent and insensitive behavior and response. I would like for La Rosa Del Monte to pay me for ALL the items they broke. Please pay me $475 for items you broke. Thank you.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The Transaction date was 02/25/2022, My items were picked up for a moving to Hartford, CT. i have been getting the run around from the company on dates of delivery. My items have not arrived as of yet, usually move would take 2 to 3 weeks at most. This delivery has taken so Far close to 2 months. We have rented an apartment and we can't even move in yet because our items haven't arrived yet. The company hasn't given a resolution or tried to help in getting my items delivered. They keep giving different dates it might arrive. Please help us. Thank you.

  Business response

  06/16/2022

  Business Response /* (1000, 8, 2022/05/11) */ This move will be delivered for the week of May 23 to 27, 2022. Our company does not put a delivery date in our contract because we depend on weather and road conditions. Consumer Response /* (3000, 10, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wrong and conflicting information has been given about where the delivery is located and various supposedly dates provided, in which the delivery has not arrived. We have an apartment lease in which are paying rent, which no furniture and unable to fully move in due to this major inconvenience. We have asked to speak to a Manager in various occasions and told they will call and no one calls. We are very displeased and expecting a minimum discount of up to 50% on the balance owed due to this inconvenience. My family has used their service on many moves throughout the years and are very surprised of the lack of customer service and professionalism in this whole process. We will not be utilizing their services any further un the future and expect serious consideration to the discount above mentioned. Business Response /* (4000, 14, 2022/05/26) */ Our CT office informed us that the delivery will be taking place today in the afternoon. Consumer Response /* (2000, 16, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lack of basic customer relations with issues that really matter to customers, very unprofessional staffing handling situations that merit further investigation by competent leaders and not someone who has never been trained in the department of customer-relations. Currently dealing with claims issue, not particular asking for more money, but for someone with the knowledge, understanding, and the compassion that paying customers deserve. The answers are very short, unprofessional, with little regard or understanding to further investigate the issue at-hand and/or provide information regarding company policies, guidelines & rules that are being followed. In our particular case, the amount being offered is way below the average market value, and the explanation is not sufficient to satisfy acceptance of the offer. Because of similar practices with others, seeing on reviews here, and other places, we're looking to see if someone can explain why is the company practicing deceiving tactics, initially by the sales-person taking the order, and when approached about these practices and to further look into it, the response is to vilify the customer without offering a logic, official explanation to the case. If/when we get a response, direct communication can be established to further detailed the situation, and no public response, with entire details be published, on this site. Otherwise, we will continue to seek a justification, by any means necessary, to a very unfortunate, and undeserving situation with one of your loyal customers since the 70's. Thank you very much.

  Business response

  05/03/2022

  Business Response /* (1000, 10, 2022/05/03) */ ***Document Attached*** Our documents indicate that the case was handled properly. Originally, an offer was made according to the basic coverage that was accepted, which is equivalent to .60¢ per pound per item up to a maximum of $50.00 dollars. Because the client disagreed, a final offer of $280.00 was made. Attached signed payment agreement. The check is in the process of being sent. Consumer Response /* (3000, 17, 2022/05/31) */ Person representing the company regarding this issue is not even addressing the main issue at-hand. The representative is blantanly lying by saying that there was some kind of "offer" initially. No such offer existed and the amount granted was the only amount offered since the very beginning. I have all the emails to prove it. These lies are indicative of this company not taking actions for some of their incompetent employes, and neither do they have the desire to fix the fundamental issue at hand. Because of this, I'm now seeking the representation of an attorney in order to start a Class Action against your deceiving practices. Business Response /* (4000, 21, 2022/06/21) */ In this case, an agreement was reached with the client for the amount of $280.00 dollars. Previously we had sent a copy of the signed agreement. I enclose a copy of the paycheck.

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