ComplaintsforS A W Enterprises Inc

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furniture repair appointment scheduled for item bought through ******* no affiliation. First apt scheduled for 7/5/24 between 2:30 and 5:30, recd call around 1 PM that tech should arrive no later than 3:30. No show, call from tech at 6PM with a list of lame ** excuses. Rescheduled for 7/26/24. Recd call on 7/11/24 that sooner appointment available 7/12/24. Agreed to be available 12:30 to 3:30. Again, no show. No call or email received to advise of cancellation. Clicked on link previously received to confirm todays appointment and the message was changed to appointment cancelled, no specific reason given. No courtesy notice given. This company is a disgrace, incompetent and discourteous at least, with a total disregard of my time. Sent excessive amounts of text emails and robocalls to confirm appointment, then cant let you know they cancelled AGAIN! Hope they dont charge the seller of the furniture for a warranty repair they did not do. Shady at best.

  Business response

  07/17/2024

  Thank you Silke for your feedback. I apologize for the frustration you had with the lack of communication from your end, as we understand taking time to wait for the technician can be frustrating especially when they do not arrive. On 7/5/2024, the technician was out of time frame and did notify us of his ETA which was provided to you. As our offices closes at 7PM EST, the technician did have to reach out to you to provide an update personally. The office was notified early the next day, hence the delay and no communication from the office. We did try to schedule you on 7/12 as an earlier scheduled appointment since we were unable to service you on the 5th, however the Technician called out that day which caused a cancellation. We try to provide as much information as we can and provide the customer with the most updated information provided to us, however this was something unexpected for the technician to call out. 

   

  Again, we are sorry for the delay in communication which affected your overall experiance. 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Lame excuses, first no show I was told its always something with this guy indicating that he is a habitual no show. Second one didnt even call, text or email wo the notice of cancellation during business hours. Dont need another response from you since they are a load of manure. Save your breath. The couch was returned, and manufacturer and ****** were notified. BBB posting to alert other consumers only. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,

  
  
  *************************
  
  
  
  
   

  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So far they have canceled my appointments day of 3 times with no call and no show. And THEY STILL HAVE not been out to see us.Then when they scheduled me for tomorrow I called to make sure they were coming and I was told it was for May 23rd.... the guy told me "the 23rd" when I was canceled on April 12th. He did not say May 23rd he said THE 23RD. Worst company ever. I bet they do this on purpose to run out the warranty.

  Business response

  04/25/2024

  Good Afternoon ******, 

  We apologize for the continued frustration in regards to getting a technician to repair your furniture, please rest assure we are doing the best we can to get a tech to your home to make the repairs. Your work order was received on March 8, 2024 and we were able to schedule you for March 27, 2024 on the day we received the request. We then reached out to you on March 19th, 2024 at 3:45EST to offer a sooner scheduled appointment of March 20th, 2024 but we were unable to confirm the appointment with you, so we continued with your March 27th appointment. On 3/27/2024, we were notified the tech scheduled to come to your home had called out so we immediately reached out to you at 8:42am EST to reschedule for April 12, 2024. Unfortunately, on April 12, 2024 we reached out to you again at 11:03am unsuccessfully to advise we would need to reschedule as the technician had called out and we were unable to secure another tech in your area. As calls are recorded, you did return our call at 11:08am and spoke with a CSR who advised we would need to reschedule as the tech was not available and he did explain the next appointment would not be available until May 23rd. Understandable you were upset, and not all information he was providing for you may not have been received correctly. Our CSR was very apologetic, and even advised if we are able to add you onto another route sooner, we will contact you to make that change. On April 22, 2024 we did receive another call from you at 11:51am requesting a time frame for the appointment scheduled for April 23rd at which point, we did let you know it was scheduled for May 23rd which is why you did not receive a time frame yet. Our CSR again apologize for the confusion, and did note in the system to be contacted for an earlier appointment if one opened prior to your May 23rd appointment. We were unable to find a route sooner than your scheduled appointment date, but please understand if we receive a cancellation or an opening, you will be contacted to schedule an earlier date. 

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Most of this is untrue. I have no calls from you in my call history in March. And then on the April 12th date I got 1 call from you in the morning that hung up before I could answer it. I called back immediately and got rescheduled. I understand that you may not have enough technicians but to keep scheduling me months out instead of getting a new date that same week is unbelievable. Do better. You're running out my warranty and that is unethical. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  04/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have an appointment for the 8th. If they show up and proceed this will be resolved.  If not it will still be an issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/30/2024

  Good Afternoon, 

  I am confirming this is schedule for May 8th, 2024. At this time, you are projected to be the first customer on this route - we will confirm the time frame 24 hours prior to your scheduled appointment. 

   

  Thank you. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constant robo-calls to schedule an appointment for a recall repair. I finally spoke to a representative who told me that they could only schedule dates that I was unavailable. She refused to give her name, told me that my warranty was expiring despite this being a recall issue. Would not let me speak to a supervisor and then hung up on me. I need to speak to someone who can schedule this appointment in a professional manner.

  Business response

  04/10/2024

  We had our supervisor call you to set up an appt . You want an appointment in May

  We will work  with you to set up a May appointment when we open up the schedule for May

  You have our supervisors name and number

  I hope this will resolve your issue

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from ****** furniture, which was delivered on October 28, 2023. The very next day it quit working. I should have told them I want my money back immediately, but I was stupid enough to let them convince me they would fix it. Apparently they contracted SAW furniture repair to make the repair. SAWfibally sent someone to my house November 19, who showed up with nothing. No tools or equipment, just checked to make sure it was plugged in & said they would have to order the motor, which would take 2-3 weeks. It finally did come & I tried to reschedule December 9. They couldnt get anyone here until January 12, a whole month later! However they called January 11 because they had to reschedule. We agreed upon January 19, & now just called because they only have one tech for this area who is now unavailable tomorrow. I had to reschedule for February 5, and and will now be waiting for more than 3 months to use a couch I bought brand new! This is ridiculous that a repair company continues to contract with the big box stores that it clearly cannot keep up with! They should not be allowed to continue to accept contracts they cannot fulfill in a timely manner with quality employees.

  Business response

  01/22/2024

  We are sorry you have had a bad experience with our company We have called to try to move your appt up to the 24th but you have decided to keep the day in February.

  If there is anything further we can do to assist you please let us know

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  So not until after I have been dealing with this for nearly 3 months, 3 cancellations,  & I issue a complaint BBB, I finally get a phone call from someone at SAW Enterprises who wants me to approve an appointment for 2 days from now, but they are not able to verify a time of the appointment. My husband & I both work, as do most professional adults, & are not able to just call off work with less than 48 hours notice. You cant even tell me what time window the repair could be, just sometime Wednesday, again lacking professionalism. I am not about to call off of work again (after 2 previous cancellations) with such short notice & no definite time. 

   

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

  Customer response

  01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We will be seen in what am? Still no one has called. When I called yesterday I was told no appointment has been scheduled until February. Today has come & home with no contact 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/25/2024

  called to offer 1/24 ms wants to keep 2/5 appt
  ************************* @ 01/22/2024 12:45 PM

   

  You declined the appt for 1/24 

  Your appointment is set for 2/5 in the am You will get a call prior with your **** or **** time frame

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a warranty from LazBoy for a recliner, their warranty was though ServeCo. Who then calls a local contractor to fix your furniture. Sept. 16th 2023, I started the process to have my recliner fixed. On Dec 20th they sent someone out who said they fixed the chair. However, they forgot to attach one part of the recliner bar and the chair will not recline. I text the technician immediately after the visit and he said he would put in a work order. Today, December 28th, SAW ********* told me they do not have any appointments. I asked for any, even if i had to wait for the next FEW MONTHS and she said we are not taking any more appointments, even after i explained that the tech did not finish his job, she said she "hated to hear that" and there was nothing else they could do. So no appointment and she transferred me to a voice mail.

  Business response

  12/29/2023

  Good Morning, 

  I am very sorry for the inconvenience and confusion on our end.  I have a date of 1/8/23 available.  I am having a rep call you to schedule.  Again, I am very sorry for all of this. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted City Furniture for a warranty claim in August. They hired SAW Enterprises to come and fix our problem with sagging couch cushions. Tech didnt bring our cushions or casings because he stated the store was not open when he got there and he didnt want to wait. He then was supposed to notate and report that our loveseat is now also sagging when he got to our home (he photographed it and shoved some poly fil inside the back cushions.). A new appt was filed so cushions and casings for the sofa could get to us. This appt was made on December 14th for December 20th. It was cancelled (no reason could be given by this company). It was rescheduled for December 23rd and was just now canceled again with no reason given! **************** is no help and says a supervisor will call me back. No one ever does. We have been hung up on numerous times. So now we have cushions and casings for our sofa that have been somewhere since August, our love seat now has the same sagging issues and who knows where that report is and in the meantime the wood piece on the back of our sofa has broken. All of this has been explained and notated to both City Furniture and SAW Enterprises and neither are being helpful adhering to the warranty terms that were purchased.

  Customer response

  12/26/2023

  Better Business Bureau:
  
  In reference to complaint ID ********, I have realized this complaint was made in error as this is the wrong area for Saw Enterprises. The company where the complaint should have been directed to is out of **************, not ********. My sincerest apologies. Please delete and disregard this filing as it is inaccurate due to a mistake of location. Thank you. 
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had appointment scheduled from 7am-10am on 11/30/2023. Waited for tech to show up, at 10:15am they still had not arrived, called the company and was advised that my time was "changed" to 9am-noon, upon asking why I was not notified of the change, all they responded with was they did not know. They offered to call the tech who did not answer, and upon coming back stated he would be to my residence between 10:30 am and 1pm. I reminded the rep that they just said 9am-noon. They attempted the tech again, and was advised of car trouble and would be 2-3 hours late, I asked if there were other techs that could perform the job, and the rep advised there is only one in our area. I asked for a Supervisor, and was told they were on a call, and stated I could keep my appointment, or reschedule, at this point they all ready moved times without notice, and had not shown up. I advised I would keep, to get called 2 hours later and told that the appointment needed to be cancelled by the company. They rescheduled for 12/3/2023, again between 7am-10am. Their customer support is not open, and it is now after 12:30pm on 12/3/2023, and I have not had a tech here, and have not had a call or text about the appointment being moved, or need to cancel. The fact that a tech had car trouble, why is there only one tech in my area? Why was I not notifed of multiple time changes by the company? I have fought with ****** for 2 years about a recalled furnature set, and finally got repairs scheduled, for the contracted company to not show up, not once, but twice.

  Business response

  12/04/2023

  Good Morning, 

  I am very sorry for the inconvenience that this has caused.  I am having a Supervisor give you a call shortly to get this resolved. 

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company has rescheduled 2 times to repair my couch that arrived from ********************** completely destroyed. Then changed the scheduled time to arrive at my house the day before the were supposed to arrive after I already confirmed another time and requested off work. The first time they rescheduled it was because I was sent the wrong materiel. The second time the tech showed up without tools (telling my this as my couch is disassembled) and states they can come out in a week. This has been going on since JULY. It is now nearly December. This company is taking advantage of customers that cannot hold them directly accountable for the poor way they treat people. They are auto assigned by whatever big box ********* store you buy from. Ashley ********* in this case. They have 0 respect for time windows or the customers time.

  Business response

  11/20/2023

  Good Afternoon, 

  I am first very sorry for any inconvenience that this has caused you.  Please reach out to me at 843-900*2371 ext 448 so that we can get this resolved. Thank You!

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have 3 chairs purchased from a large furniture chain that needed a part replaced due to a recall. 2 months after reserving the service date, the big day finally came: I could choose a time for delivery. I followed the provided link and chose the first slot available, between 2:30 PM and 5:30 PM. I received a confirmation text. 35 minutes later, I got a phone call, informing me that the time had been changed to between 1 PM and 4 PM. Later that evening, I received a call from yet another number ("COMMERCIAL FUND" on my caller ID) informing me that the time had been changed to 6:30 AM to 8:30 AM. Since 6:30 in the morning is pretty early, I asked if he was sure it was AM. He said yes. I got up at 6 AM the next morning, after no one showed, I called the number I had for SAW at 9:05 AM and asked when the appointment was supposed to happen. I was told 1 PM. Fine. I changed my plans for the day again and set about to doing chores. I was getting ready to get groceries around 10 AM and I got a call from the tech, telling me that he'd be at my house in 9 minutes. He'd been in an accident that morning, apparently. When he arrived, I showed him the 3 chairs that were covered by the recall and needed to be repaired. He only had parts for one. After he left, we noticed that we now had 2 cords plugged into outlets instead of one (meaning he'd unplugged a device without notifying us). This morning I noticed that we also now have some trimmed wires just hanging out under the chair. I'm going to see if I can wrap these up and tape them off so we don't have bare, ******************* exposed. The cats would love to find those.As for the other 2 chairs that weren't repaired, he told us that we could schedule to have the others repaired, so I guess we'll get to go through this again in 2 months.

  Business response

  11/20/2023

  Good Afternoon, 

  I am first very sorry for the inconvenience that this has caused you.  Please give me a call at ******************** to further discuss getting this resolved. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company failed to come out 3x in the last 2+ months. They are a 3rd party company that ****** Homestore sends out. So unreliable. The bad stories are clearly all true. I have been waiting for them to come ******* chairs. They scheduled me and then canceled because the driver had car trouble. The next appt was a full month later. They emailed one time block. They called with a slightly different time block. I confirmed both. The morning of, they called and said they were coming 3 hours earlier. I called to confirm and they said they would give me a call 30 minutes prior. I heard nothing. Then they called at the end of the time block and said the tech wasnt coming. No reason why. They had no idea. This company is terrible and so unreliable.

  Business response

  11/29/2023

  Good Morning,

  While we sympathize with ****************** there are things outside of our control. We are confused as this customer only scheduled with our company twice so there are not 3 cancellations. She did have an appointment on 10/13 that was cancelled due to car issues and she was scheduled at that point with another employee on another day, Due to confidentiality reasons we are not able to disclose the situation that caused the 2nd cancellation. We apologize that it makes the customer uncomfortable not knowing what personal issue lead to the 2nd employee not being able to run. While this is not a common occurrence it did happen and for that we apologize. Unfortunately, this customer demanded we cancel the order on our side so they could seek alternate resolution through Ashley ********** Again we extend our apologies for the unfortunate circumstances that lead to an unpleasant experience for this customer. We would also like to note that this was listed as an advertising issue and our company does not advertise.

  Thank you,

  SAW Enterprises

*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. ↩