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:01/30/2025

  Type:Order 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.

  Tri-County Furniture Services is employed by Guardsman to clean/service damaged furniture per furniture protection plans though Guardsman. Tri-County Furniture Services sent a technician to our home on Saturday, December 21, 2024. The technician was unable to remove the urine stain from our custom-made white furniture. The technician was supposed to submit a report that relayed this fact. Instead, the technician submitted a report that the stain was removed. We contacted Guardsman after a couple of days and then a week after the technician's visit to see what the next steps were towards replacement. Guardsman alerted us of the report the technician submitted. Guardsman told us that they needed to send another technician from **** (Tri County Furniture Service) to our home to verify the stain remained. We agreed. In fact, TCFS texted me on Friday, January 17, 2025 and requested to revisit our home on Tuesday, January 21, 2025. I verified this was acceptable however I never heard from ****. They never came to our home. So, I called TCFS to verify the appointment and was informed that they were not coming to our home and "had to send it back to Guardsman for additional information". However, Guardsman claims that **** provided information that they visited our home a second time and the stain is resolved. Our home cameras, employer and alarm system verify that no one from **** has visited our home. I want TCFS come to my home, look at the stain and to provide a truthful statement regarding the stain so my claim with Guardsman may move to the next step of replacement. If **** refuses, I want them to replace our $1,600 sofa.

  

  Business Response

  Date: 01/30/2025

  Regarding this customer. We were there on 12/21/24 and were instructed on the work order to clean the right facing seat cushion casing for a stain. The technician did clean the casing and removed the stain, we have photos and a signed report by the customer. The customer was concerned about the foam not being able to be cleaned, thru the casing, which normally is not an issue. The tech instructed the customer that the instructions were to clean the stain on the seat casing and we did note in the report regarding the cushion cores. Weather that is covered by the warranty company or not, is not anything we can dictate.

  Here is the techs report- Tech cleaned urine stain on chaise seat cushion and customer was
  insisting that the cushion core would not get clean. I explained to him
  warranty, only covers us cleaning the cushion cover on the core
  

  As far scheduling in January we sent the following sms- 01/17/2025 04:44 pm ******** Anyone (Web)Acknowledge SMS sent to: ********** Order#: RECALLED: 12466225-c Message Body: Hello ******* ******** This is TCFS. We have a work order to service your furniture. Once confirmed, we will send you a link to schedule. - Reply STOP to opt out - If you opt out you will get no further updates about your claim.
  

  then we spoke to the customer- 01/20/2025 10:57 am ***** Anyone Cust called to schedule the appt, advised we received the wrong information and we sent the wo back to vendor, advised as soon as we receive a new wo we will call her back
  
  No appointment date was ever confirmed as we kicked back the order since we cannot clean cushion cores. If you clean the cores directly they will disintegrate. It appears there is a new appointment set up and we will review if we will be going to service this as it will be the same results. This is not a Tri County Issue. We do not dictate coverage and service for the warranty company, we simply follow the instructions on the orders we receive. The customer would need to discuss the seat cores with their respective warranty company. We will not be replacing any furniture as we are not a warranty company, we just a service company.

  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22877957
  
  I am rejecting this response because: Tri-County has lied about having photos that reflect the stain was removed. Please see the attached. Tri-County has lied about removing the furniture casing as it is a custom-made cushion that cannot simply "be removed". Tri-County has exaggerates the conversation regarding the core of the cushion. 

  We request Tri-County to provide photos of the cushion without a stain. We also continue to request Tri-County actually remove the stain or submit a truthful report to Guardsman.

  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/30/2025

  In addition to their photos, I would also like **** to provide the document they asserted was signed while onsite.

  

  Business Response

  Date: 01/31/2025

  Our response above is pretty clear and our final response. To elaborate a little more, we have provided the report and photos to their warranty company. They paid for the service, so we provided them the requested info. The customer can contact them directly and request copies of the reports and photos. The policy is, whoever pays for the service owns the report and photos, its not our property to share. Also, just pointing out the obvious, since the service was in December, if the stain was not removed, why did it take over 2-3 weeks for someone to call? Again we understand your feelings regarding the foam, But as stated above, nothing we can do, you are simply barking up the wrong tree. Again, this is not a Tri County issue, the customer has a warranty and would need to communicate with them directly. We do not make any decisions regarding what can be done or not done based on their coverage's. Also, we never said we removed the covers. We said that we cleaned the covers which is standard as told to you by the technician. If they cover the foam they should take care of it, if not you may have to pay to replace it. That is between the customer and their respective warranty company.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22877957
  
  I am rejecting this response because Tri County Furniture provided a lie via their report to Guardsman. As a result, Guardsman initally considered the claim "resolved". Yet, if Tri County Furniture had provided a truthful report to Guardsman, there wouldn't have been a need to file this BBB complaint.

  In regards to the photos Tri County Furniture eagerly claimed they had and the signed report they also claimed they had, both are lies as well. Ironically, the kie is now being hidden behind a 'rule'. Nevertheless, we've provided a photo of the damage which clearly reflects the stain on the seat cover and therefore is evidence the report submitted to Guardsman was a lie.

  Tri County Furniture Service's lie has caused an undue hardship for us. We've "barked up the correct tree". 

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/30/2024

  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.

  I purchased a bedroom set from a furniture company along with an extended warranty so after one of the arms of the bedroom set gave in I called the company to put in a claim, the claim was approved and the company hired Tri County Furniture Service to come to my home and complete the repair after some delivery issues and multiple trips the correct part finally arrived and Tri County Furniture came to my home to complete the repair. While completing the repair the tech that was sent to my home damaged my floors. I called Tri County to file a report they told me that the tech claimed the floor was already damaged which is a straight lie. This is a new home with no damages throughout the property. Besides that lie, Tri county told me even though the tech works for them they are not responsible for anything he does because he is a subcontractor and that he carries his own insurance. The manager that I spoke to told me he would provide the techs insurance information and I can file a claim with his insurance company, that was over a month ago. I have not heard from them since. I have called several times but they keep saying they will call me back but never do. I have sent several emails but no response. I just want my property repaired nothing more, nothing less

  

  Business Response

  Date: 12/23/2024

  Hello. Sorry for delayed response but after a thorough investigation we have found the hollowing. 
  Prior to doing any work our tech was told and shown by the customer that he moved the parts in question to the bedroom balcony area. Here is the techs statement.
  
  
  Tech arrived to home. Customer opened the door. He showed technician where the bed frame was located which was upstairs in bedroom. Customer showed technician where parts were located. He stored two large boxes on parts on balcony of bedroom where frame was located. Customer was acting very strange and stated he was going to come back . But never did. Boxes were partially opened and damaged on balcony. Tech inspected work area and moved end table and chair out of the way to ensure there was enough space to work. Tech found floor damage in front of glass door to the balcony which was from customer placing parts on balcony and boxes being damaged in delivery. Tech documented damage. **** then opened parts on balcony. Tech covered floor with cardboard and bubble wrap to ensure the work space is covered. Tech installed part. When finished technician called customer from upstairs. Tech received no answer so technician went downstairs and found customer in home. Customer seemed to be under the influence and smelled like marijuana. His eyes were low and his tone seemed off. Technician asked the customer to check everything and the customer not to worry about it. Technician obtained signature and moved on to next home. 
  
  
  We have photos of the damage prior to the repair beginning. We also have photos showing the tech using due care to move the parts during the repair. The damage is not even near the bed where the work was done. 
  
  
  After careful review we have determined the technician did not damage the floor and at this time assume no liability. 

  Customer Answer

  Date: 12/26/2024

  This is the most outrageous nonsense I have ever heard. First of all items that damaged the floor was still attached to the bed frame the tech is the one who removed it. Second of the package he is stating was barely opened it was open just a bit to confirmed the color of the item because as the you guys are aware the wrong color was shipped to me months prior and this was their third visit to my home. Third of all the tech never called my name and made any attempts to get my attention I am guessing to hide the fact that he damaged my property. Four of all I found it funny that you havent mentioned my wife since she was in the room with him when he started and she can confirm he never laid anything down when he started, the very first thing he started to do was dismantle the bed. Fifth of all and now more importantly I dont smoke weed. I havent smoked weed since I was a teenager. I am 41 years old so thats decades. My contracts working for the federal government prohibits me from doing that. I will go take a drug test right now to show that there is no trace of marijuana in my system and havent been for years. Neither my wife or I smoke, nothing against people who do but its not for us. So this is just foolishness that he came in my home and smelled marijuana. This is the best story you can come up with? So since you as a company have decided to participate in this defamation of my charter with something I can easily prove not to be true and basically called me a drug addict. I am going to see legally what I can do about this. I am about to go take a blood, hair, and **** test to see if there has been any trace of marijuana in my system for as far back as they can see. Also, I am going look on my camera to see if going in and out of my home if I show any signs of being under the influence because what you didnt take into account is that I left him here with my wife for a short period of time so I went in and out of my home and that should be on camera. So if I was this mess of a weed head that you as company are claiming that should be obvious. Just ridiculous, you guys found the right one.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22621321
  
  I am rejecting this response because:This is the most outrageous nonsense I have ever heard. First of all items that damaged the floor was still attached to the bed frame the tech is the one who removed it. Second of the package he is stating was barely opened it was open just a bit to confirmed the color of the item because as the you guys are aware the wrong color was shipped to me months prior and this was their third visit to my home. Third of all the tech never called my name and made any attempts to get my attention I am guessing to hide the fact that he damaged my property. Four of all I found it funny that you havent mentioned my wife since she was in the room with him when he started and she can confirm he never laid anything down when he started, the very first thing he started to do was dismantle the bed. Fifth of all and now more importantly I dont smoke weed. I havent smoked weed since I was a teenager. I am 41 years old so thats decades. My contracts working for the federal government prohibits me from doing that. I will go take a drug test right now to show that there is no trace of marijuana in my system and havent been for years. Neither my wife or I smoke, nothing against people who do but its not for us. So this is just foolishness that he came in my home and smelled marijuana. This is the best story you can come up with? So since you as a company have decided to participate in this defamation of my charter with something I can easily prove not to be true and basically called me a drug addict. I am going to see legally what I can do about this. I am about to go take a blood, hair, and **** test to see if there has been any trace of marijuana in my system for as far back as they can see. Also, I am going look on my camera to see if going in and out of my home if I show any signs of being under the influence because what you didnt take into account is that I left him here with my wife for a short period of time so I went in and out of my home and that should be on camera. So if I was this mess of a weed head that you as company are claiming that should be obvious. Just ridiculous, you guys found the right one.
  
  Sincerely,
  
  Herve *******

  

  Business Response

  Date: 12/27/2024

  In response-

  
  The wife never made her self present when the technician called out when finding the damage or during the repairs. Also, the gentleman actually asked the tech to move his vehicle so his wife could leave when he arrived. If she left, who was there? We are stating what was found at and during the process of repair. Customers are required to have someone over 18 years old at home with the technician. The customer also stated to us that he saw the technician drag the parts in and damage the floor. How could this have happened if he wasn't home.

  Added Complaint from Customer about Technician with reason- ** said the Tech
  scratched his wooden floor and additional note He said he dragged It across
  the floor want a mgr to call him back 10/18/2024 03:47 PM

  In either case, the damage was found prior to repairs occurring and the damage is nowhere near where the bed was repaired. The customer signed off on the order and the repairs were completed. it also took the customer 3 days to call us regarding this after the visit which is precisely why we document this type of damage. Again, we assume no liability for this whatsoever and stand by our initial response.
  

  Customer Answer

  Date: 12/27/2024

  More lies on top of lies. First of all my wife and I was both home when the tech arrived. She works from home so when the tech arrived she was home still working, he started doing his stuff while she was working in the same room, her entire work station is in our bedroom (I can send photos). I left the to pick up my son from school right around the corner from my home when I came back she was getting everything she needed ready to leave the house so she was in and out of the room. When I came back she then left. We would never just leave a stranger in our home and neither did I say that so what every your talking about still sounds ridiculous.  Second of all, I never said I saw the tech do it, I told you that he did it for a fact because prior to him being there and there was no damage to the floor and that was the area he was working in. The way you can tell that youre lying right now is because if I ever said that why didnt I just say that in this entire BBB complaint. I have sent several emails to you guys please show me one that I wrote saying such a thing. I have called you guys several times, please tell me you record your conversations and then please play something with me saying that. Just more lies on top of lies. I have scheduled a hair sample drug test for myself thats going back one year because thats the furthest it will go and since this was less than three months thats all I need. I am paying $630 for this test because for some reason you guys when on a public online form and insinuated and accused me of using drugs because I ask you guys to repair property that someone who works for your company damaged while they were suppose to be providing a service. This was a simple thing that could have just been corrected but no the disrespect and defamatory remarks had to play out. Just lies on top of lies for no reason.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22621321
  
  I am rejecting this response because:More lies on top of lies. First of all my wife and I was both home when the tech arrived. She works from home so when the tech arrived she was home still working, he started doing his stuff while she was working in the same room, her entire work station is in our bedroom (I can send photos). I left the to pick up my son from school right around the corner from my home when I came back she was getting everything she needed ready to leave the house so she was in and out of the room. When I came back she then left. We would never just leave a stranger in our home and neither did I say that so what every your talking about still sounds ridiculous.  Second of all, I never said I saw the tech do it, I told you that he did it for a fact because prior to him being there and there was no damage to the floor and that was the area he was working in. The way you can tell that youre lying right now is because if I ever said that why didnt I just say that in this entire BBB complaint. I have sent several emails to you guys please show me one that I wrote saying such a thing. I have called you guys several times, please tell me you record your conversations and then please play something with me saying that. Just more lies on top of lies. I have scheduled a hair sample drug test for myself thats going back one year because thats the furthest it will go and since this was less than three months thats all I need. I am paying $630 for this test because for some reason you guys when on a public online form and insinuated and accused me of using drugs because I ask you guys to repair property that someone who works for your company damaged while they were suppose to be providing a service. This was a simple thing that could have just been corrected but no the disrespect and defamatory remarks had to play out. Just lies on top of lies for no reason.
  
  Sincerely,
  
  Herve *******

  Customer Answer

  Date: 12/27/2024

  After reading this for a second time I also found more lies in the statement. You guys stated the repair was nowhere near where the repair was made, just another lie I have uploaded photos of the bedroom and exactly where the repair was made and where the damage was made. The items was on the deck the bedrail is right next to the deck and my wifes work station is all in the same room. It is clear as day the repair, the damage floors, my wifes work station are right next to each other. Lies after lies. You guys are a horrible business and even worst people. Your service and morals just ****. 

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I originally had an appointment for my furniture to be repaired on October 4th, 2024. On October 4th, I received a messaged stating the repairman had vehicle troubles and was unable to make it. I then re-scheduled the appointment for October 8th. On October 8th, a technician was supposed to arrive at our house to repair furniture. They provided a time window of 0700 to 1000. My wife was home during this time. At 0700 I received an email that the tech would be there between 0746 and 0816. at 0745 i missed a call from the tech who left a voicemail that was not able to be understood and did not leave a call back number. I immediately tried to call the business but was met with a voicemail that said they do not open until 0900. When I was finally able to get in contact with the business, there rep ******* put me on hold while they looked into the situation. While I was on hold ***** **** up on me. I called back and was informed that the tech showed up to my house and nobody was there. The tech supposedly took a picture as proof. I asked ***** what color the house was and she said it was beige. That is absolutely incorrect. I informed her of this and requested that the tech be sent back out as I did what I was supposed to do by ensuring that an adult was at the house for the service and the technician never showed up to the house. She refused and said that I would have to contact the furniture store for them to handle the issue with the Tri County Furniture Service **** I am requesting that the technician be sent to my house to complete the repairs on a date and time of my choosing as my wife and I have already lost valuable time due to this company's failure to due their job twice.

  

  Business Response

  Date: 10/08/2024

  
  

  Hello Mr ***** I will have one of our supervisors reach out to you to get you rescheduled- Sorry you missed your appointment today but just to clarify this mornings events.
  
  at 7am EST our technician navigated to your home

  
  10/08/2024 07:00 am Stefond Anyone (App)-Online tracking SMS sent to: ************ Message Body: Hello this is TCFS. Our technician Stefond is in route to your home, click here- ****************************************************** Pls secure all pets. Questions? call-561-221-0230 10/08/2024 07:00 AM EDT
  
  You also received a call and email at that time.

  
  At 7:42 AM The tech arrived to your home and no one answered the door. He also called you 2 times to reach you.

  
  10/08/2024 07:45 am ******** Anyone (App)-Technician Call to: ************. 10/08/2024 07:45 AM EDT
  
  10/08/2024 07:44 am ******** Anyone (App)-Technician Call to: ************. 10/08/2024 07:44 AM EDT
  
  10/08/2024 07:42 am Stefond Anyone (App)-Online tracking SMS sent to: ************ Message Body: We made it!! Our technician Stefond will be arriving shortly. Please secure all pets. Thanks! TCFS 10/08/2024 07:42 AM EDT

  
  He called you because no one answered the door, he then spoke with his manager. We have pics of the home as well showing he was there as well as tracking that puts him there right in your geo-fence. This is why we track them in route and throughout the day, see attached photo. 

  I do see, after the appointment that you also called into our office and yes we open at 9AM. You are also correct that we had to reschedule your appointment due to a vehicle issue, which unfortunately, as I am sure you are aware, can happen at times and you did self schedule for the 8th as you stated. When rescheduling, it may be a good idea to provide a number to the person meeting the tech, this way when they call or the office calls, they are able to answer and meet with the tech and also track them as the time will update as they drive.

  A manager will reach out to you shortly and if any questions feel free to call ************.

   

  We are are looking forward to finishing your repair!
  

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22394923
  
  I am rejecting this response because:

  Your Technician did not go to my house nor did he knock on my door. In fact the photo that ***** and ***** both claim to have received from the technician is of a beige or tan house as stated by both ***** and *****. My house is blue. The attached photo you provided shows only that he was in bowling green, not at my house. 
  

  I am also expanding this complaint as ***** tried to look me up online to see who I was and tried to say oh, you are such and such at this location. Unprofessional. 
  

  I am currently being told that a technician will be at my house on Oct 16th to perform the repairs they were hired to do. This is the 3rd appointment and the last two appointments were no shows by the technician. I am requesting that a tech come out this week NLT Oct 11th, to perform the repairs. As these repairs should have originally been completed on Oct 4, 2024 but a technician has not yet been to my house to perform the repairs. 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/08/2024

  Hello Mr ************** a courtesy, after you spoke with ***** and explained everything that has occurred with your delivery etc. we have arranged a tech for tomorrow and will confirm the time shortly. The tech has a full day, but he was able to force it in. Sorry you had a bad experience with everything regarding your furniture delivery, but just know our tech was there and did try to contact you several times before moving on. But with it being a newer neighborhood we understand.
  

  Based on the instructions, this should be a pretty easy repair, so hopefully things will go smoothly for you. Also, I understand you were not home for this visit, if you can call ************ and reference order number *********** if you have someone else meeting the tech and please provide their name and number for reference it would be appreciated. Please make sure someone over 18 is present to meet the technician and all pets are put away.

  If any other questions feel free to call.
  

  Customer Answer

  Date: 10/10/2024

   
  Better Business Bureau:
  
  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

  Date:03/28/2024

  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 3/28/24 at approximately 1 PM, a technician that is employed by this company named ************************* came on behalf of Guardian production products that services damaged furniture through Bobs furniture. This employee came into my home and had no idea what he was there for. His customer ********************** skills were unprofessional! He stood there while I had to ask him to assist me on flipping over the couch that needed to get fixed. With a bothered look the employee then assisted me and looked at the piece that was clearly the issue. With no hesitation he said Eh you just have to push that in. Please keep in mind that, it was a piece of wood that seems to be attached by some sort of nails or staples. I kindly responded to him what do you mean push it in, this is more than just pushing it in. I explained to him that I had a previous bad experience with my other sofas and I wanted him to reassure he could fix it so it wont be damaged again. I told him that I had to reach other to bobs in regards to my other sofas because the issue never got fixed. The man just looked at me and said ok Ill write that in my report, while walking away. I told the employee that I needed to know the process of whats next because this was my first time dealing with this. The employee continued to walk away with no regards. I had to tell the employee to stop walking away because I had questions. He finally stopped walking away and turned around. Once he turned around he said I thought you were contacting bobs? I said no, I told him that I had to contact **** before for my other sofas. I asked him what was going to happen next. He said he was going to write a report and not come back. I told him that he never assured to me that the issue will be fixed. Pushing something back in that clearly shows that it requires more attention than that does not give any customer any faith that the issue will be fixed. This employee is unprofessional and needs to be dealt with accordingly.

  

  Business Response

  Date: 04/05/2024

  Hello,
  The customer refused repair- tech arrived on site to service customer. Tech informed customer of his findings and told customer that he could fix the frame issue. Customer
  didn't seem pleased with piece and advised tech that he didn't want it repaired and he is done with ***'s. Tech then advised customer that he will write report and vendor will be in touch within the next week to advise on next steps. As tech was walking out of the home while closing work order, the customer approached tech and asked him what he will be writing in report. Tech was transparent and informed customer that he noted the refusal for ********************** along with wanting a replacement. Customer then had change of heart and wanted the loveseat repaired. Tech informed customer that he closed the order and had to move on as the next customer was already notified that he is en route. Customer started using an authoritative tone with tech and demanding his information such as name and company he works for and slammed the door on the tech.
  

  I'm sorry, but you refused a repair so we moved on. You also spoke with our Director here and explained you weren't happy with the way the tech expressed himself, but he just told you the truth and I know its not what you wanted to hear, but he must follow protocols. When a customer refuses, we cannot force them to accept a repair. You also asked for a letter from us regarding discipline to **************, in which we informed you that anything handled internally is not going to be shared. But I will share that we did review this visit with him. we have nothing further to say regarding this complaint. We have turned in a report and photos to the warranty company.
  

   

  TCFS

• Initial Complaint

  Date:01/11/2024

  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 December 20, 2023, my husband and I were expecting a visit from Tri County Furniture to assess damage to our kitchen table. We understood the time of the visit, having received an email the day before, and were sitting in our living room (that is on the street side) anticipating the appointment. The service person for Tri County states we were not home when he came by. We did receive a phone call, however, we get many, many solicitation calls and never thought it was the service person....we did not pick up that call. He never came to the door to knock or ring the doorbell. Frankly, he did not do his due diligence to be certain we were not home. Tri County charged us $59.00. We were home, but the service person swears we were not. This is not true! I have spoken to customer ********************** and a supervisor (very ***** woman who was unrelenting) at Tri County and they are, completely, on the side of the repair person. They said that they called the night before and texted us and that "he" rang the bell and knocked....none of which happened! There is no possible way we would have missed that. If I am sitting outside by the door, I can hear my cat scratching in his litter box in our cellar.I would like my $59.00 reimbursed.

  

  Business Response

  Date: 01/12/2024

  I have spoken with the customer and have set up an alternate ********************** to help her.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21132887
  
  I am rejecting this response because:  Though I appreciate the phone call, though it was rather scolding in detailing my technological ineptness, that I received from the owner of Tri County and his attempt to resolve my situation, that being a virtual assessment of my table's damage, this will not fix the problem.  He stated he would NOT send another repairman out.  It will also not make up for the missed, in-person, appointment on December 20th (very disappointing considering we were having dinner, with guests, on that very table on Christmas Day) that I was charged for.  The owner outlined the impressive technology his company uses to contact customers, i.e. a phone call, texts, and emails (none of which we were aware of....again, we are low tech), however, it does not make up for the fact that, if the technician came to the door (not just take pictures of it to prove he came by) and KNOCKED, my husband and I would have been aware that he had arrived.   If the owner reads this, I wish him to know that I am cancelling the virtual assessment and I do not want any more phone calls.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/16/2024

  I will leave the same response I left on *******

  Hello ******,
  
  Sorry you missed your appointment, but lets make sure we clarify a few things. We are not lying. ************** was there, we have pics of your home as well as tracking. When no one answered the door for your confirmed appointment he called into the office, which is the procedure. Our office called you and left a message that he was there and would wait 10 minutes. You ADMITTED to us on a recorded line that you IGNORED the call. You received multiple calls and emails when he was in route to your home, which you ignored and then he gets no answer at your door and we call and get no answer or response, then you call in almost an hour later upset that you missed your appointment. What do you expect us to do??

  As stated in our in disclosures that you agreed to when paying for your service- "If you miss a confirmed appointment, you will still be charged the $59.00. if you cannot make the appointment, please let us know the day prior and we can reschedule". If you could not make the appointment all you had to do was let us know and we would have rescheduled you. I also find it sad that since you missed your appointment you would try to come online and try to hurt the reputation of our company and insinuate the tech did not do his job which is an attempt to discredit his integrity.

  We track his every move and was at your home for almost 23 minutes waiting for you- This is his arrival and leave time at your location.
  Start Time : 12/20/2023 13:23:42 (EST)
  End Time : 12/20/2023 13:46:17 (EST)
  Total Time : 00 hours 22 minutes 35 seconds
  
  To add to this I spoke to the customer- who swore up and down she received no messages and then found them on her phone while I was speaking to her. I did not scold anyone, I simply explained our process and why we do what we do. Normally people who have done or are doing something wrong, feel scolded, which is the case here. I guess I was so bad that you complimented my voice and said I sounded like ********************************* and that you liked that. 

  To sum it up again- The tech was at her home waiting for a response for almost 23 minutes. Our policy and service disclosures, which you agreed to, clearly state and Ill repeat from above-

  "If you miss a confirmed appointment, you will still be charged the $59.00. if you cannot make the appointment, please let us know the day prior and we can reschedule"

  You agreed to the disclosures and I have attached proof and the disclosures you agreed to and that you accepted them.

  Furthermore, I offered at no charge to have a virtual visit done with one of our technicians based on what she described as the issue to make sure it could be repaired in the home instead of the customer having to pay again for someone to come out just to tell her it would need to be refinished, which is something we do not do in her area. She scheduled with me and then has cancelled. I honestly think its horrible that someone would try to discredit a company or a hardworking employee because they were sleeping, not home or didn't hear someone knocking on the door, and admittedly ignored the phone calls, emails and texts. I mean are we suppose to break a window to get your attention??

  We have done everything we can to help but now she is on her own. This will be our only and final response to this complaint.We wish the customer well.
  

  

  Business Response

  Date: 01/16/2024

  proof of disclosures attached

• Initial Complaint

  Date:06/09/2023

  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.

  I purchased a couch from ****** Furniture October 15, 2022. When a manufacturer defect with the webbed seating system occurred, ****** Furniture sent ***** from Tri County Furniture Service on April 4th, 2023 to complete a repair under the customer warranty. ***** opened up my couch, inspected the damage, told me additional parts were needed and stapled the couch shut. He then proceeded to falsely report that the couch had been fixed when it was not.****** Furniture mailed me the required parts needed to fix the couch and asked for a new technician, *******, also from Tri County Furniture Services to come and repair the couch. ******* came on June 9th. He was extremely unprofessional from start to finish. I asked ******* if I could video his work to maintain a record of what is being done to the couch and he refused. I agreed not to record the work being done, however, I asked if I could watch the work being done so I know whether or not my couch is actually getting repaired. ******* refused to let me watch what he was doing and stepped outside to call his manager and let them know he is refusing to repair my couch. ******* stapled up the couch, took some photos, and left without performing any type of repair whatsoever. He failed to clean up after himself, leaving staples behind on my living room carpet and said that I would personally need to call back Tri County Furniture Services to request a new technician.This behavior of writing false reports, not allowing me to watch repair work done on my personal property in my own home, and leaving behind a mess is completely unacceptable. It is an absolute disgrace this business maintains an A+ BBB Rating despite their failure to achieve the bare minimum.

  

  Business Response

  Date: 06/14/2023

  Hello,
  
  In regards to customer Zilbersher.
  
  On 4/4/23 ************** ***** went to the home and was to service reported Spring Damage which was on his work order. Upon inspecting the unit, he found that there was webbing that attaches to the seat deck that was not attached properly and came loose and simply re-stapled the webbing and made it tighter. The unit has no springs. ***** completed the service and turned in his report and photos which back up his report ****%. No one lied- we have pictures from both visits. The decking was not ripped as in the 2nd visit. Customer also signed off.
  
  At some point new damaged occurred on the decking and the Ashley **** sent the customer new parts to be installed. We did not request any parts from the original visit on 4/4/23 with *****. The customer escalated the situation and told ****** that ***** said he needed parts, which was not the case as there was no issue with the seat deck once repaired or the dust cover,which the customer did receive both and we never requested them.
  
  We also were in touch with ****** regarding this and it turns out the customer escalated because they were not going to service further based on their warranty guidelines.
  
  On 6/5/23 we received a new order to install parts and it was requested not to send ***** to the home as the customer was requesting a different technician. He accused ***** of lying on his report about the simple repair that was completed. On 6/9/23 we dispatched ************** ******* to install the parts. Based on ******** photos the damage was now at the front of unit where the decking goes over the frame, the area ***** fixed was still intact. Now in the front, it was ripped. As he started working on the unit, the customer asked the technician if he could record him working from behind and the technician asked him to please not record as he was standing behind him literally over his back and he needed room to work and he felt uncomfortable with the customer recording him directly bent over. The customer kept asking and the tech each time refused, so the customer just decided to stand right behind the tech to watch and the tech felt as if he was still recording him. The customer insisted the recording was for personal use, which honestly makes me wonder how recording the tech from behind was for personal use.
  
  In this day and age, we are recorded all of the time, most of the time we dont even know what cameras are in a home, we get it. But we never get someone standing 2 feet behind the tech trying to record. The tech also told him if he wanted to watch just move back a little and give him room to work. Unfortunately, this customer just made the technician feel uncomfortable overall with his behavior and after reviewing both sets of damages, its clear the customer did not understand what was done by *****, even though it was explained to him. We are not sure of his full intentions, but honestly, its not for us to figure out. If the tech feels threatened or uncomfortable in a home, their safety comes first and we remove them from the situation.
  
  Both of these technicians are top notch and have incredible surveys from the customers they service. Each service almost ************************ their respective routes. So just to be clear, no one submitted a false report, no one was unprofessional to the customer or refused to let him watch the repair get done. We understand that we are in the customers home, but they are there to complete a job and the customers must respect their space and privacy the same as they would want to be treated at their respective places of employment.We have supplied all of this info to ****** and the customer must work with them for a resolution. Unfortunately based on all of this we will not be able to service this customer going forward. This will also be our only response to this complaint as there is nothing else to report.

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20167255
  
  I am rejecting this response because:

  Regarding the April 4th visit with *****, he explicitly told me in-person that additional parts are required to complete the repair on the webbed seating system and that I would have to request them from ****** Furniture.  Post-visit, there was zero noticeable difference of any repair having been completed and I have photos both pre and post-visit that show a significant indentation under the seat cushions, demonstrating a damaged webbed seating system.  Because no repair was done, ***** did in fact lie on his report stating that the couch had been fixed.  Between visits there was no additional damage the original problem was simply never fixed.
  
  Regarding the June 9th visit with *******, the sole reason I asked to record/watch his repair work is because ***** wrote a false report and at this point I had been going back and forth with ****** Furniture since March 13th to get this couch repaired.  I wanted to maintain a record of precisely what is being to the couch so I have evidence of a complete or incomplete repair.  I am disgusted at your accusatory implication of me wanting footage for personal use beyond disputing a future false claim that the couch is repaired.  I only asked ******* to record the work being done one time.  When he refused, I respected his decision and agreed not to record, but needed to see the work being done so I know whether my personal property is getting repaired.  ******** idea giving him more space was for me to stand on the opposite side of the room, facing completely away from the interior of the couch, blind to what he is doing.
  
  *********************** refused to allow me to watch his work being done and left behind a mess of staples on my living room carpet without cleaning up after himself. This behavior is extremely unprofessional and goes to show why this business has received many complaints from other customers who have given Tri County Furniture Service less than a 2 star rating on BBB.  Whether ******* quit the job early out of discomfortor being a careless slacker is not for me to decide, however I know that any craftsman truly proud of their work would not refuse a customer asking to watch what they are doing.  I advise anyone reading this to avoid Tri County Furniture Service at ALL COSTS.

  

  Business Response

  Date: 06/15/2023

  Again, our original response, is our final response. Whatever the customers issue with both of our technicians and his furniture is a personal issue that we cannot help or change. No one lied, the technicians must show and support what they write in the report, the fact that the customer would say that to get ********************** on his furniture, tells us everything. We have been in business over 21 years, we understand issues arise, but this customers issues are nothing we can help at this point. There was 2 different damages on 2 different visits, we have photos supporting everything from both visits and they are time and date stamped. As an FYI, no matter the situation, you cant stand over a workers shoulder and watch any one work that close and/ or record, it puts the worker in a very uncomfortable situation no matter what they are doing. It's creepy to say the least when it comes to the recording from behind, with the tech working in front of the unit what is the customer actually going to see? The normal is the tech will show you what he finds, fixes it then shows you it fixed. Very simple. We will mark this customer as Do Not ********************** in our system.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20167255
  
  I am rejecting this response because:
  
  Your first response is very clearly not your final response seeing that you made another statement defaming my character by calling me a creep.  I am repulsed that a supposedly legitimate business would go so far as to degrade and insult a customer who wanted no more than to observe the work your technicians obviously do not know how to do.

  You are falsely accusing me of recording your technician,***************  I had asked permission a grand total of one time and agreed not to take any video.  I was standing at least 5 feet behind ******* to observe the work being done on my property, however this lasted about one minute before he called it quits and left without completing any type of repair.
  

  The fact that you have been in business for 21 yearsmeans very little given your 1.8 star rating on BBB and minimal online presence apart from a dead ******** page -- I am far from being the only individual to have an extremely negative experience with Tri County Furniture Service.
  

  I am unsatisfied that your technicians failed to complete a repair after two separate visits, wrote a blatantly false report stating that the couch had been fixed when it still has the original damage to this day, walked out in the middle of a job, left behind a mess, wasted my time, and now accuse me of being a creep. I will continue to reject your replies on BBB seeing that you refuse to perform the repair and clearly have no intention of resolving the issue.

• Initial Complaint

  Date:05/10/2023

  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.

  My recliner handle broke in February 2023. I filed a claim with the company. They first assigned it to a technician that doesn't even work in my area. Took several weeks for them to figure it out. Finally assigned it to a technician in my area. Then I was told that I needed to upload picture of the tag on the chair so they could see what was broken. I did that and then added a picture of the tags so they could order parts. I did that. Next I was scheduled an appointment. Waited several weeks for this appointment just to find out that after I took a day off work this was a video appointment so they could see what needed ordered???? No Idea why this needed to be done as I had already sent in pictures. Next they said the parts were ordered and I would be scheduled a technician to come install them, then it takes another month for the tech to be scheduled. He finally shows up and has NO parts to fix the chair. So I have to be rescheduled. Talked to the office and explained that I have already take off 2 days of work for this and that the next time I need to be the first on his schecdule. They tell me they can't guartee that but would try. I am called the day before with a 3 hour window and of course it is in the middle of the day. I call and NOW find out that he is running late and will not be to my house until the end of the window time. I call as I have a meeting that at that time and they "can't do anything" so I have to reschedule again. My chair has been broken since FEBRUARY and it is no MAY. I WILL NEVER purchase any warranty from this company and if a store uses them I WILL NOT purchase ANYTHING from them.

  

  Business Response

  Date: 05/10/2023

  Hello, We have no control over a claim or what company is
  assigned by your warranty company in or out of your area or what they require you to provide
  for your claim, we also are not your warranty company and you have not purchased anything from ** whatsoever. Those issues are not something we can help with. As far as our
  interaction with this customer, after reviewing the notes and recorded calls with
  the customer here is what we see. We received an order to do a virtual
  inspection on 2/28. The customer was scheduled for a "Virtual Visit" on 3/7 to
  determine what is needed and to see if we have it in stock or if it
  needs to be ordered. (It was not a few weeks to this appointment, but 7 days)
  The customer was well aware it was for a virtual
  visit. Once that was determined, the customer was scheduled for 4/7
  which was chosen by her when self scheduling in our system on 3/9. then
  on 3/20 she asked to reschedule as she was going out of town. She then
  self scheduled again for 5/2 but did ask for a sooner date with our
  office and was placed on the cancellation list as nothing sooner was
  available at the time. On 5/2 our technician went to the home and
  unfortunately did not have that specific handle in his inventory, it has
  been rescheduled for 5/10 when he would have it back in. the customer
  was confirmed for an ********** appt and did confirm by pressing one
  during the confirmation call. When she called in today she said she had a
  zoom meeting at 230 and asked if he could come after 330pm which he
  could not and she was told that he may actually arrive around the end of
  the time frame before 230pm based on current tracking. At that time,
  she decided to cancel and reschedule. Its not that we "cant do anything" we did have other customers scheduled
  and unfortunately could not just snap our fingers and rearrange 3 other customers to change her appointment time at the last minute.
  Also the tech was not running late, he was still arriving within the 3
  hour window, just at the latter part and that was unacceptable to the customer. We do understand that people work, as we also work and the
  customer could have refused the days and times and asked for day better suited for her schedule since it appears she may work from home. Also, The customer has now cancelled 2
  appointments that have delayed the claim, and to be completely transparent we also did make one visit
  where the tech did not have the correct part, completely an internal
  error on our end. This is now scheduled for 5/18 to install the part and
  resolve the issue.We will also have a manager reach out her to discuss.

• Initial Complaint

  Date:12/16/2022

  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.

  Order # ****** - I bought the warranty for my loveseat. Both recliners stopped working. I called to file a claim. The 1st tech came out and bent it back temporarily. He said that they would order the parts. Months went by and nothing. I called them and they said the parts were ordered. I received a box with the parts. About a month later the tech came out. When he opened the box the parts were damaged. He said that they would reach out to me seeing that the furniture was not fixed. Never received a call regarding the situation. I have made many phone calls regarding this situation. Nothing is being resolved and I have no working recliners. I want the amount I paid for the warranty refunded. I am very unsatisfied. This has been going on for a year and a half. And then to get damaged parts. There is no communication from the company. Very poor service.

  

  Business Response

  Date: 12/19/2022

  We received this complaint however it doesnt pertain to us. Customers warranty company would be the one who should receive this complaint. Customer wants refund for the warranty she purchased however as furniture repair service, we are not authorized to offer refunds for the warranty company. Can you please remove this complaint from our account.

• Initial Complaint

  Date:06/15/2022

  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.

  I was renting to own a sofa and loveseat from ******* Furniture. I received the furniture in May 12th if I'm correct. A couple of weeks had past and I noticed on the sofa the middle pillow started to fray it wasn't a major problem until it was. Then I noticed when you sat down on the sofa it was lower than before I thought maybe it's me, then I noticed when someone would sit down the couch would raise on the opposite end so I called ******* and told them about everything that I was dealing with I was told I had to talk to ****** bc she was the manager. So I talked to ****** told her my problems with the couch I was told they would have to put in a work order so Tri-County would have to come out to service the couch, so I went online to schedule an appt the earliest was June 11th mind you it was May 25th I asked the lady could I get something earlier she said only if somebody cancelled so I was put on a standby for an earlier date. As I wait the problems became worse I called ******* again and said this couch is getting worse could you guys pick it up they said they would note my pick up wish to a higher up. She called asked me questions like you said no one sits on the furniture stated by ****** the lie that she told her boss I told her I never said no one sat on it then she asked did anybody sleep on it I told her I took a nap on it then she said does anybody jump on it I said no. So I was told once the ** person comes out and gives his report. So sat June 11th came ******* showed up no tools, sat on the couch sad pillows were blown out I said what does that mean he said the pillows are no good, then I asked what about the foundation he tried to say it wasn't the foundation I said don't you want to turn it over so he did took some pics then left. On Tuesday ****** called and I was told that ******* said the couch was failing from miss use and it smelled of urine which was false, I asked ****** what can they do she said give me something pre leased I said no to that

  

  Business Response

  Date: 06/15/2022

  We dont make any decisions on coverages, we just fix or clean it when we can based on the work order we receive. Aarons or ************ be responsible for any coverage determinations. Based on the condition of the units I can see why they wont cover it, but we did let them know all of the issues that needed to be addressed, up to them to decide if covered. Can you remove this please.