Make them do their jobs
Warren,#2Author of original report
Sun, January 18, 2009
For one my recliner was not misused or abused... it may have needed to be cleaned because I also paid for the fabric protection and just like the last set of furniture I had from them and that didnt clean well either. I resent the fact that you imply I abused my recliner, why would I pay $500 dollars for a recliner to trash it??? Are you serious??? After speaking to people at Art Van and Berkline I was told that the back of the recliner either locks into place or requires to be bolted on....it DOES NOT lock in place and there are no bolts holding it on. It slides right off. From your own company I was told it either locks on or bolted in. If the glue comes apart from the wood am I to assume I am to blame?? I asked for a second opinion and Art Van told me NO and that I would have to pay to have it repaired. Your service man said there was wood all shattered inside the recliner, he never pointed anything out to me, he flipped the recliner forward lifted the fabric and within seconds said NOT COVERED and started clicking his camera phone, I also took pictures and emailed them to Art Van and no one has shown me where all this shattered wood is???? The only part of wood that came off was in the exact spot where you push back to recline the staples are still in the wood POOR WORKMANSHIP!!!! The minute I noticed the back of the recliner looked off I called for a service repair only to be told it was an old break...the only thing old on that recliner is the base of it...recycle much??
Art Van Furniture
Warren,#3REBUTTAL Individual responds
Fri, November 28, 2008
Art Van Furniture has been in business for nearly 50 years providing exceptional customer service and warranties that exceed the industry standards. We are in good standing with the Better Business Bureau and the Michigan State Attorney General's office. Our five-year Complete Care warranty that Kristine is referring to offers a full five-year warranty including parts and labor for any manufacturer defects or problems with workmanship. After carefully reviewing Kristine's case with our Service Department and Corporate office, we regretfully can not cover her chair under our warranty because her chair is broken from misuse and not a manufacturer defect. The chair in question was broken from extreme force and not from a quality issue with the chair. It has also not been maintained in a manner in which we can safely repair the chair for Kristine. We would be happy to assist Kristine with any questions or further help she may require in repairs or purchasing a new chair. Sincerely, Art Van Furniture (586) 939-0800