Customer ReviewsforTri County Furniture Service, Inc.

Hello. In response to this review, I have left the customer a message to discuss. The customers complaint is in regards to a newer sofa that we were sent a work order to check for any defects. Upon inspecting the unit the tech determined that there was nothing broken or defective with the unit. Noises are considered normal and can occur/ depend on several factors such as the way it is constructed/ manufactured, weight applied to the unit, such as the size of the unit in comparison to the size of the person using it etc. The technician went above and beyond to try to conceal the slight squeaking noise for the consumer, in fact spent 2.5 hrs in the home at his own behest adding fiber fill to help alleviate it, even though it is considered normal. The technician was very clear with the customer in the fact that it was not broken or defective and we have submitted a report/ photos to ****** regarding this as well. The technician put exactly what he told the customer and what the customer stated in his review is also in the report. The technician never said anything was fully completed because you cannot fix something that is "not broken". At this point it is really based on the warranty the manufacturer has relating to any "noise/ squeaking" of the frame.This is not an issue we can dictate on behalf of ******.

In regards to scheduling, we received and confirmed this work order on 9/4 at 11:49 AM from ****** and at that time the customer was sent communication regarding us receiving this order via SMS. The customer actually self scheduled within 2 minutes at 11:51 AM via a link provided by us to schedule where he selected 9/10. Not sure where it was a week to get scheduled, there may be some confusion on when he contacted ****** and when they ordered the service, but it was literally 2 minutes once we received and confirmed the order.

Just to further clarify, the technician did not lie in his report at all and this report and photos were sent to ****** the same day of service. It can take a few days for them to get back to the customer, but again we cannot dictate that process. The technician when reviewing this service with him also stated the customer was very nice and that they had a great conversation the whole time he was in the home.

The customer will have to discuss the coverage of the warranty with the customer ********************** department.

Forgot to add the customer also took a survey on the technician.

Question: Was the technician professional and respectful during your visit?
Option Answer: yes
Answer: Yes
Question: Did the technician arrive within your 3 hour scheduled time?
Option Answer: Yes
Answer: Yes
Question: Did the technician meet your expectations?
Option Answer: No
Answer: The problem was not resolved but I'm not sure that it was his fault
Question: We love hearing your thoughts. Do you have any other comments or communication you would like to share about the Technician or Tri County Furniture Service? Answer: N/a

Here is our response-

Hi *******, I have reviewed your tech report and photos. Sorry to hear that the adapter didn't fix your issue and unfortunately, that can happen. The adapter had no power at the time of service and the tech even plugged it into the wall directly (which you should be doing as well) and still no power. So the first thing that is done is replacing the adapter. Its really not an assumption, its protocol. The tech has over 25 years of experience and did nothing out of sorts. In fact he was in your home for 16 minutes and also checked the wiring. We have pictures of everything and his time is tracked as we track their movements all day. Here is the time in, time out and total time.

Start Time : 03/29/2024 09:33:59 (CDT)
End Time : 03/29/2024 09:49:53 (CDT)
Total Time : 00 hours 15 minutes 54 seconds

So 5 minutes is not reality. You will need to have a further diagnoses done and we have no problem setting you up with one of virtual technicians at no charge to look at it with you. I will have a manager call you to set it up and discuss the process overall. You may have a short in a wire that is not easily noticed. As far as a manager not calling you back, that is very out of sorts, but I do see you called in April 3rd and did not get a call back, I apologize for that and will see where the ball dropped on that to ensure that ******* handles it properly going forward.

The customer made this same complaint on ****** and we have made several attempts to contact him with no response. We will not be responding further to this online, the customer can call us when he is ready to discuss. Nothing can change the protocol for repair by posting online or distorting what occurred. We are very transparent and furthermore the customer agreed to this fact in our disclosures when he paid for the service it states-

If the unit we are servicing is power, such as a Power recliner or Adjustable bed, as an example. If the unit has no power, there may be a need to order multiple parts or have multiple visits to fully correct it. this can result in extra charges. This at times may be just unplugged or a loose connection. Repair fee will still applicable.

We have been in business for 22 years and service over 9000 customers a month, we are pretty confident that we know what we are doing.

Hello *****,

Sorry to hear of your dissatisfaction with the cleaning done on your furniture. However, I would like to point out a few things. When you paid for your service you agreed to our disclosures which clearly state-

The furniture will be cleaned to the best possible condition. Depending on the type of fabric or leather, stain types and how much dirt, oils and soiling has built up on your furniture, one full cleaning attempt *** not be enough to fully get back to new condition. On older pieces or pieces that are discolored, color loss is possible, and we cannot be held responsible for that. Odors can still remain at times after cleaning. A 2nd cleaning *** be needed to remove odors or even replacing the foam. You can ask the technician when they are in the home. ** Note** We cannot clean furniture that has an infestation of bugs, critters or animals of any kind.
***Full cleanings include anywhere the body touches including, the seating areas (Back & Bottom), arms & the front rail or footrests of furniture. Furniture will be cleaned to best possible condition. Outside backs and deckings are not included.

In regards to your furniture, the furniture was in very POOR shape, heavily soiled, multiple stains and has a high amount of damage/ shredding as you know. The technician even reiterated this to you prior to cleaning and you wanted the cleaning done. Here is the techs report-

tech successfully did a full cleaning including all cushions from seam to seam, tops of armrest. note: cushions have heavy pet stains. tech advised customer that there will be no guarantee that stains will fully come clean. customer agreed and advised tech to continue with full cleaning.

We track our technicians movements. Not sure what you think a cleaning process entails, but its simply pre-treating and then rinsing the fabric with our extractor and then running over the cleaned areas to remove as much of the solution as possible. The tech was there for just under 26 minutes cleaning, 32 minutes total which is more than enough time to clean as instructed. As I reviewed the pictures and report, he did what he was there to do. Also keep in mind that we could not get to aggressive due to all of the damage on your sofa. Knowing how dirty and damaged the sofa is we told you this not only when you paid in our disclosures, but when in the home with your wife that at times you *** need 2-3 cleanings to remove all staining and soil, but in your case you need to order new casings and arms to be installed due to all of the damage.

When you spoke to the director here in our office, he also reiterated all of this to you as well and actually offered a second cleaning at a discounted rate, which you refused. In regard to the fee charged, we have not issued any credit or received
any dispute/ charge backs from your credit card company. The charge stands and if we do get a charge back, we have plenty of proof that you agreed to everything as well as before and after pictures of the furniture showing the cleaning was done as explained.

10/23/2023 03:32 pm *TCFS *** *TCFS *** House client payment done successfully with transaction id: ************ and amount: $159.00 and customer has also approved disclosure terms.

Honestly, knowing how bad the condition of your furniture was, I think its pretty sad to write a review like this to bash not only our company but the hard working young man that did nothing wrong whatsoever. Especially when you agreed to the disclosures/ process when you paid and then again in the home when the technician gave you an out. We actually did NOTHING wrong here and even offered a discounted solution to try to help you.

I'm sorry but there is nothing we can or will do to help at this point.

Hello, we can only follow the work order supplied by your warranty company. If you are having other issues that they are not addressing, it could be because you do not have that coverage. The only issue found was with your mechanism and that was fixed. Sometimes screws can strip, it is very common unfortunately depending on the quality of the hardware used by the manufacturer. If you are having other issues besides the mechanism, I suggest you contact your warranty company to report it or to find out why they did not want it addressed. We cannot do that for you. Your mechanism is 100% up to specs and working. You also do not have a warranty with us, your warranty is with Guardian. In regards to you referring to the technician as having a lazy attitude, not sure why you would assume that, since he actually did the mechanism install. If he missed something, that can happen and the next tech came out and addressed it. If you would like to discuss this further, please return our call, our manager ***** left you a message. Please also be advised, that you have emailed with us several times. You stated he didn't install the mech because it was damaged, then in this review you state it was installed poorly. You also demanded a replacement from us, when we have authority to do so. Please clarify your story and then we can have a conversation about how we can actually help you or if we even can. Here is the summary of your emails, where you say the part was never installed.

         
08/22/2023 06:27 pm ******* H - my resposne Hello, We apologize for the delay and inconvenience. Please contact your provider Guardian at ************ so they can provide an update on your claim. Kindest Regards, ******* 08/22/2023 06:27 PM EDT

08/22/2023 06:26 pm **************** - customer sent email prior I'm not sure what the mechanic said but my furniture is NOT FIXED!!! The part that was sent was broken. And never installed! My sofa now makes a loud noise when opening and closing. This is unacceptable. And I can't take a photograph to show you the problem!!!! I want something done ASAP. I've been waiting for months now! 08/22/2023 06:26 PM EDT

08/21/2023 03:39 pm IeshiaM - referred mr to the vendor he advised that the tech did not install the part, he made it worse than what it was originally 08/21/2023 12:39 PM PDT

08/21/2023 03:24 pm **************** - my repsosne Hello, We apologize for the delay and inconvenience. Please contact your provider Guardian at *********** so they can provide an update on your claim.Kindest Regards, ******* 08/21/2023 03:24 PM EDT