ComplaintsforPenny Mustard Furnisings

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 18, 2024 | purchased a $15,000 dining room set with an estimated arrival date of July 3, 2024. June 20 I went to Penny Mustard because no one contacted me for shipping.The employees gave me a paper for shipping and told me to set it up. I called left the message and received an email June 27 stating they were in final production and when the product is ready shipping will send an email.Penny Mustard has not reach out to me to let me know the furniture would not be in at the date received or to give me a date in which it will arrive. Today, July 10, 2024 I asked Penny Mustard for a refund as they can't tell me when the furniture will arrive. w asked for a refund and they told me I would have to pay a restocking fee of $2500. I wonder how can Penny Mustard charge $2500 for a restocking fee for products they don't have in stock.Penny Mustard wants to be rewarded for their non-compliance. So, I am filing this BBB complaint and ultimately with a lawsuit if I don't receive a refund as they still have not gave me a date. Penny Mustard states is is a custom order and it is not as I ordered what was on the show room floor no difference.

  Business response

  07/11/2024

  Attached you will find paperwork that will confirm that Penny Mustard has been transparent and has attempted to find a solution in the above complaint. You will see a signed receipt from the customer. That receipt in bold letters states that the arrival date of the product is estimated. You will also see that the receipt states that we are a custom-build company and that we do not offer cancellations or returns of products. Again, that receipt is signed by the customer. You will also see that our ******************** who handles the receiving dates of products, did in fact send an email stating we were down to the final production. That is an email that is sent to clients as products begin to arrive at our delivery site. This customer's table has arrived and we are waiting on her chairs yet as there was a delay in a shipment of materials to the vendor from their supplier. The customer replies to that email and acknowledges that her estimated date was 7/3. 

  Lastly, you will see an email that I sent to the client recapping a phone conversation her and I had on 7/10/24. To help ease the customer's frustration with the delay I proposed two options. First, that we deliver the table that is in stock and send her 6 free dining chairs that she can use until her official chairs come in. We would then swap out those loaner chairs for her actual chairs free of charge to her. I did let her know as well in the phone conversation that we are being told we should see the chairs around our warehouse the third week of July. That is an estimate by the vendor still. 

  A second option would be that we charge the customer a restocking fee, or a cancellation fee as she signed a receipt saying she understood we do not cancel or return orders. That fee is in place because we are a custom-build company. We do not get the option to send product back to vendors and so we must discount it and sell it. That fee covers the percentage at which we start to discount. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a U$16,000.00 couch recliner set (2 places and 3 places) from Penny Mustard, Brookfield, which was supposed to be delivered in September, but was delayed and only delivered on Wednesday before Thanksgiving.On Thanksgiving Day, we sat on the 3 places couch and once we pressed the bottom for the recliner there was a terrible scratchy noise. Besides that on the 3 places couch, the mid seat has the reclining control way too high and when you seat between the seats or lay down on the horizontal, the control pokes you. When the Holiday was over we contacted Penny Mustard and informed them that there as a terrible scratchy noise and the control of the mid seat was hurting whoever sat between seat number one and mid seat. A technician was sent to our house and repaired the scratchy noise but told us that the protuberance of the control on the mid assent of the mid seat would not be addressed. We explained that every time we sat on that location it really hurt us. The tech said he was going to bring it up to the ***************** (the store we bought the couch from). We were contacted but despite the few back and forth they told us that they could not fix it, that the manufacturer wasn't going to fix it. In this meanwhile, the 2 places couch also showed up a problem... it has a big gap between the seats and the cushion is deformed. We contacted Penny Mustard again, and they asked pictures of the issue with the second couch, which we sent, but with so many issues we asked to return the couch and be fully reimbursed. They want to charge us 25% as restocking fee for the 3 place couch the other proposition was to replace the deformed the 2 seat and give us U$1,000.00 for our "trouble" with the mid seat of the 3 places couch. So, we paid U$16K for a defective set of couches and Penny Mustard couldn't care less that the control of mid seat couch of 3 places is hurting us, plus we have a deformed seat on the 2 places recliner. It is just terrible customer service,

  Business response

  01/24/2024

  Penny Mustard provides customers an "Estimated Date" when furniture is purchased. We cannot guarantee dates due to levels of supplies or logistic hurdles a vendor may encounter while building and shipping us a customer's product. The Estimated Date is in bold print at the top of each receipt. 

  This product was delivered 11/22/23. We were supplied photos of the customer's concerns and began exploring options immediately. We worked with the vendor and supplied photos to determine if there were deemed any manufacturer issues they could pinpoint. It was determined that the customer's concerns fell within the specifications of the vendor. 

  Penny Mustard also sent a furniture technician to the customer's home. It was determined that the customer expressed two primary concerns at that point. A noise when in use, which was corrected with ****************** by the furniture technician. In regards to the customer's concern regarding the location of the operating buttons, it was determined that those buttons were located exactly in the same place that the floor model the customer tested prior to ordering. We verified the specs that the vendor supplied to both the floor model at Brookfield and the product in the customer's home. The customer requested that the vendor or ********************************************* relocate those buttons, which unfortunately is not a service provided. 

  Ultimately, in an attempt to resolve this customer's issues, we offered an exchange of two seats. This setup created the "Loveseat" in their home. We offered this because even though the vendor determined the "gap" between seats was within their accepted range. Penny Mustard wanted take care of the client so we offered to cover the cost of that EEX even though again, it did not meet manufacturer concerns. We also offered a $1000 refund because we wanted to show respect to the time the customer has spent looking into their concerns and that there would be wait time for the replacement loveseat setup to be rebuilt. They would be allowed to use the existing furniture in their home while the new was built so it would not create an inconvenience. 

  Option B was if the customer wanted to return the 2 seat (Loveseat) setup we would not charge a restocking fee since we offered to replace. Since there was nothing deemed wrong with the 3 seat setup by either the vendor or the furniture technician, there would be the company 25% restocking fee applied to that piece only as there was absolutely nothing varying from what the customer tested to what they received. They denied all options supplied. 

  Throughout the process we reached out to find a solution on:

  12/15/23- Employee emailed customer with options towards a solution. 

  12/28/23- Employee reached out again, customer replied stating their spouse would be returning soon from being away and they would discuss options. 

  12/28/23- Customer refused solutions proposed that were received via voicemail left by employee. Customer requested employee email those options so they had it in writing. 

  12/29/23- Employee emailed customer options per their request. 

  1/18/24- Employee reached out to customer again to find a solution. No reply from customer as of 1/24/24.

  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered custom furniture that came to me damaged. After much communication, they picked up the furniture and sent to the manufacturer to be repaired. During the communication process, I requested assurances it would be delivered in new condition without damage and requested that they inspect the furniture before delivery. I received the furniture (desk and bookcase) redelivere *** 11/04/2023. The desk was accetpable but the bookcase was damaged in a spot different than the original damage. I refused delivery of the bookcase. This morning I called the retail location I purchased (and paid in full for) to speak to a Manager and was told that I would need to contact custoemr service and they could help me. I previously asked for a manager to contact me that the customer service agent ignored my request. I am beyond my window to contest the credit card charges in accordance with *********** Penny Mustard they will not accept a return on the furniture as it was customer made, however; they are not devliering the "custom made" furniture without damage. In addition, the advertising appears to me to be very misleading based upon the experience I am dealing with. I submitted another email to customer service this morning as well for follow up as I hav not heard back form them yet. I am also opting to request any support and guidance you can provide since I have been dealing with this for a while now.

  Business response

  11/07/2023

  My name is *************************, I am the Operations Manager for Penny Mustard. This client and I were able to connect on the phone this evening and I was able to address her concerns. There is a blemish that needs to be addressed with the builder. The customer agreed to allow me to work with the builder to get the area of concern addressed. There was another issue the customer brought forth regarding a subtle gap where a back panel of the book case meets the shelving. The gap is necessary due to expansion and contraction of solid wood furniture. The client shared that she understood that and that we would not need to address it with the builder as it is intentional in the construction. Following the customer and I's phone discussion, I did send a recap email to the customer for written documentation. A copy of that email is below. 

   

  ****, 
   
  Thanks again for your time on the phone just now. As I mentioned, I will get the request to expedite the repair for your bookshelf submitted right away. I will have the builder address the blemish on the lower- front right section of the bookshelf. Thank you for hearing me out in regards to the explanation for the subtle gap where the back panel meets the shelves.  As I shared, I will personally be monitoring the book shelf as it progresses through the repair process. I also over see the delivery team as well so I will have eyes on it all the way until we get it in your home successfully. 
   
  I sincerely appreciate you giving Penny Mustard another shot to get this right for you. I know this has been a disappointing experience at times so it means the world to us to get our errors corrected for you. I can be available for you if anything comes up during this time. 

  Customer response

  11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date for purchase of furniture and extended warranty (5 Year Full Coverage) 3/26/21 Agreement #PMCCDR22973343 Warranty claim was made on 3/21/2023 for defective electrical switch on recliner.Claim # PM1804655-23A with ************************** on 3/21/2023 Service man came out did inspection and supposedly ordered the necessary parts. After waiting over 4 months the parts have never been ordered. Penny Mustard blames ******* services for dropping the ball and ******* warranty blames Penny Mustard Neither side can give me an answer on when this problem can be resolved I feel as though Penny Mustard Furnishings sold me a fraudulent extended warranty for the amount of $873.60.Original sales order is *******. Purchased at penny mustard location.***************************************************. ************* ** ***** ************

  Business response

  08/15/2023

  Customer opened the claim with Montage Protection on 3/21/23. Montage sent a technician to the customer's home on 4/3/23 to assess their issue. That technician reported back to Penny Mustard which switch was needed for the repair. On 5/19/23 the customer contacted ********************************************* frustrated at the lack of communication from Montage. We informed the customer that day our estimated date of arrival for the part was 6/24/23. We were then notified on 8/2/23 that the part that was ordered was the incorrect part needed. That assessment and part was noted by a Montage technician. The estimated time of arrival for the new, correct switch was 8/29/23. We were able to get that switch much quicker and mailed the switch out to the customer on 8/10/23 at their request. The customer shared that they would prefer to install the piece themselves instead of waiting for a Montage Technician to do so. Penny Mustard mailed that day and and also had a furniture technician from our company walk the customer through the install process as again they wanted to install themselves. Penny Mustard did reach out to the customer on 8/15/23 to ensure the part had arrived at their home and to see how the install had gone. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a couch and loveseat from Penny Mustard in *************** last August and were delivered in December on 2021. In March of 2022 the fabric was showing stains from blue jeans. When we bought these we were told the fabrics was treated to resist dye transfer and were sold an insurance policy in case anything happened. It is now August and I still have *** unable to get this issue resolved. We get the run around from a contact at Penny Mustard main office and despite entering all our claim information in the Montage Website they have twice said they cannot find our information. I want this issue resolved and no one from Penny mustard will step up and help. Our sales lady at the store , *** has been useless, though she has received her commission, why would she care. After being subjected to constant commercials about how they provide great service on their radio commercials featuring the brothers *** and Avid, this is fals advertising

  Business response

  08/11/2022

  Hello,

   

  We have been corresponding with the customer and we will be speaking with them today. I attached the most recent correspondence screen shots from our service software and I have 16 more I can send. We have been following up with them promptly. Our first contact as on June 3rd at 11:13am. I copied and pasted a list of every communication we have had below and please let us know if you need anything else!

   

  **** CarolloNEW
   
   
  3 minutes ago
  To Penny Mustard Furnishings, *** & **** CAROLLO Show all
  I just opened the box and there is no way we are doing this.  This not what we paid for.  I will let you know what they say.
  
  Sent from my iPad
  
  On Aug 11, 2022, at 3:29 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  Jake LinnellNEW(assign)
  9 minutes ago
  To *** & ***********************, **** Carollo Show all
  Good Afternoon!
   
  Your next step will be to reach out to Montage to let them know your parts have arrived. They will then send out one of their technicians to help. I think in this case, because its 2 arm covers and 2 seat casings, they might just walk you through the process of how to install them. If that ends up being the case, please let me know and I will be happy to get one of our technicians out to assist you with the new seat casings (they can be pretty tricky).
   
  You can reach Montage at the number below:
  ************
   
  If you have any further questions or comments in regards to any of this, please feel free to reach out. I am always happy to help when I can. Have a wonderful rest of your week *** & ****!
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM

  **** CarolloNEW
   
   
  35 minutes ago
  To Penny Mustard Furnishings, *** & **** CAROLLO Show all
  Jake, package has arrived.  What is the next steps?
  
  Sent from my iPad
  
  On Aug 10, 2022, at 3:26 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Yesterday ?03:26 pm?
  To *** & ***********************, **** Carollo Show all
  Hello Again!
   
  I found the box sitting right under the table by where our *** guy picks stuff up. I made sure it was clearly visible this time. Once again, I'm so verry sorry for the inconvenience.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************
   
   
  Yesterday ?03:16 pm?
  To Penny Mustard Furnishings, *** & **** CAROLLO Show all
  I cant believe that our stuff sat in the warehouse again ??
  
  
  Sent from AT&T Yahoo Mail for iPhone
  
  On Wednesday, August 10, 2022, 2:26 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  ***********************(assign)
  Yesterday ?02:26 pm?
  To *** & ***********************, **** Carollo Show all
  Hello Again!
   
  I just checked our warehouse and found it! it will be picked up today. So sorry for the delay! It should be to you in no time!
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************
   
   
  Yesterday ?02:02 pm?
  To Penny Mustard Furnishings Show all
  Jake,
  
  
  When I go to track shipment- it says label created.  Any idea what is happening with it?
  
  Sent from my iPad
  
  On Aug 2, 2022, at 1:33 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Aug 02 ?01:32 pm?
  To *** & ***********************, **** Carollo Show all
  Good Afternoon
   
  The parts requested by Montage have arrived in. We will be mailing them to you today. I have informed Montage that we are mailing them to you as well. Shipping via ***.
   
  Tracking number:
  1Z948W810391885896
   
   
  If you have any questions, please feel free t reach out to Montage or myself. Have a wonderful day!
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Aug 02 ?01:29 pm?
  
  From: ************************* <*****************************************************> 
  Sent: Tuesday, August 2, 2022 1:29 PM
  To: Parts <*******************>
  Subject: PO # ********* ****
   
  Parts are n for this customer. Mailing them out to him today.
   
  shipping via ***.
   
  Tracking number:
  1Z948W810391885896
   
  Please advise if any further action is required on our parts. The customer should have no problem installing casings and arm covers themselves but who knows.
  
  
  
  ***************************(assign)
  Jul 18 ?02:30 pm?
  
  Spoke to *** shortly after speaking to ****. 
  
  
  
  ***************************(assign)
  Jul 18 ?02:24 pm?
  
  Talked to ****, sounds likes she has been getting some mixed messages from montage. I confirmed for her that we have parts on order and are expecting to get them in around the beginning of August. She said he husband may be calling to speak to me as well. 
  
  
  
  *** & ***********************
   
   
  Jul 18 ?11:25 am?
  To Penny Mustard Furnishings, **** Carollo Show all
  Jake,
  
  
  I have left two messages for ***** - with no response.  IS THERE SOMEONE else to call.  WE ARE VERY DISAPPOINTED IN PENNY MUSTARD.  We would like a answer as to what they are doing.
  
  Sent from my iPad
  
  On Jul 5, 2022, at 1:09 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jul 13 ?12:21 pm?
  
  From: **************** <*************************> 
  Sent: Tuesday, July 12, 2022 3:42 PM
  To: ************************* <*****************************************************>
  Subject: Re: Fw: [Penny Mustard Furnishings] Re: Fw: Purchase Order ****** ACK ****** SRV 856539
   
  Jake,
   
  We have processed the attached order for two ****** seat casing in fabric ****** at a charge of $134.50, two ****** inside arms in fabric ****** at a charge of $94.74, and two ****** outside arms at a charge of $69.74. We have made note an armcap will not be sent for dyelot match. If you need anything further feel free to let us know. Thank you and have a great evening!
   
  *********************,
  
  
  
  ***********************(assign)
  Jul 12 ?10:58 am?
  
  From: ************************* <*****************************************************> 
  Sent: Tuesday, July 12, 2022 10:58 AM
  To: **************** <*************************>
  Subject: Re: Fw: [Penny Mustard Furnishings] Re: Fw: Purchase Order ****** ACK ******
   
  Good Morning
   
  Attached is the form they sent over to me in regards to parts they requested. Hopefully this helps. If not, please let me know and I will investigate deeper for you.
  
  
  
  ***********************(assign)
  Jul 12 ?10:56 am?
  
  From: **************** <*************************> 
  Sent: Monday, July 11, 2022 9:46 AM
  To: ************************* <*****************************************************>
  Subject: Re: Fw: [Penny Mustard Furnishings] Re: Fw: Purchase Order ****** ACK ******
   
  Jake,
   
  One last question, would you be able to advise if the arm cover listed on line two is actually for arm caps and not an inside/outside arm? Thank you.
   
  *********************, 
  
  
  
  ***********************(assign)
  Jul 08 ?02:47 pm?
  
  From: ************************* <*****************************************************> 
  Sent: Friday, July 8, 2022 2:46 PM
  To: **************** <*************************>
  Subject: Re: Fw: [Penny Mustard Furnishings] Re: Fw: Purchase Order ****** ACK ******
   
  Oh man sorry! I thought I was speaking with Montage! sorry! please disregard. It's been a long day...
   
  so, We don't have an arm cap from the customer and they didn't provide us with any photos. This is a Montage claim for parts. Neither Montage or the customer has provided photos. The customer was in talks with Montage and was getting nowhere so they reached out to me and I have been the middle man ever since.
   
  So sorry for the confusion! If you need anything else please ask! I can try to get a hold of Montage to see if they have photos they can send over.
   
   
  On Fri, Jul 8, 2022 at 2:26 PM **************** <*************************> wrote:
  Jake,
   
  The below message is a little confusing. We do not send techs out to a customer's home. Are you stating ********************************************* will be sending the tech for images and an armcap? Let us know. Thank you.
   
  *********************,
   
  
  356 Monroe Street
  PO Box 270
  *****, ** 46711
  Phone: ************
  Fax: ************
  Email: ************************* 
  
  From: *********************** (Support) <********************************************************>
  Sent: Friday, July 8, 2022 3:23 PM
  To: **************** <*************************>
  Subject: [Penny Mustard Furnishings] Re: Fw: Purchase Order ****** ACK ******
   
  ##- Please type your reply above this line -##
  Your request (*****) has been updated. To add additional comments, reply to this email.
  Jake Linnell (Penny Mustard Furnishings)
  Jul 8, 2022, 2:23 PM CDT
  Good Afternoon
   
  No arm caps where sent in or requested by the vendor. We have never received any photos as we directed the customer straight to you with their concern. Hopefully the technician you guys sent out was able to snap a few. If you have any future questions, feel free to reach out. I will notify you and the customer once the parts have arrived in.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jul 05 ?01:09 pm?
  To *** & ***********************, Montage Parts Show all
  Hello Again!
   
  Nothing was attached. It said it was closed because we had another ticket that we had merged with the email thread we have had back and forth. 
   
  There has been progress from Montage is regards to your love seat. The technician that arrived at your home has sent in his report and Montage has requested we put n an order for new seat casings for your piece as well as arm covers.
   
  I apologize for not just telling you that in the last email sent. If you have any other questions I am more then happy to help any way I can.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  *** & ***********************
   
   
  Jul 05 ?01:00 pm?
  To Penny Mustard Furnishings, Montage Parts Show all
  Why is being order?
  
  Sent from my iPad
  
  On Jul 5, 2022, at 12:57 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  *** & ***********************
   
   
  Jul 05 ?12:59 pm?
  To Penny Mustard Furnishings, Montage Parts Show all
  Not seeing an attachment.  Why was it closed.  The has been no communication from montage.  I did call ***** but had to leave a message and waiting on a call back.
  
  
  VERY DISAPPOINTED IN THE SERVICE WE ARE RECEIVING.
  
  Sent from my iPad
  
  On Jul 5, 2022, at 12:44 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jul 05 ?12:57 pm?
  To *** & ***********************, Montage Parts Show all
  Good Afternoon
   
  We are putting in a parts order in regards to your Montage claim. Once it is in, we will be mailing it out to you. We will then inform Montage once we ship it to you. If you have any questions or comments regarding this, please feel free to reach out.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
   
  Jul 05 ?12:44 pm?
  
  Request #***** "PM1721480-22A PO# ********* CRM:..." was closed and merged into this request. Last comment in request #*****:
  Please refer to the attached PO.
  Thank you,
  ************************* | Parts Fulfillment Coordinator
  Montage Furniture Services
  *******************
  Phone: ************ | Fax: ************ |Text: ************
  www.montagefs.com
  
  PM1721480-22A
  JPG
  
  PM1721480-22A_1050
  PDF
  
  ***********************(assign)
  Jun 30 ?04:43 pm?
  To *** & **** CAROLLO Show all
  Good Afternoon
   
  I hope your enjoying your vacation!
   
  Here is my bosses contact information. He will have better reach with Montage then me:
   
  ***************************
  Phone: ************************
   
   
   
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jun 30 ?04:37 pm?
  
  Giving the customer ******* ext.
  
  
  
  *** & ***********************
   
   
  Jun 30 ?02:59 pm?
  To Penny Mustard Furnishings Show all
  Jake 
  
  
  We have heard nothing, what is they next step? Who in Penny mustard can we contact regarding this fraudulent insurance you are selling? To say we have been waiting for a tech call is a bit much at this point 
  
  
  *** Carollo 
  
  Sent from my iPhone
  
  On Jun 30, 2022, at 2:45 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jun 30 ?01:45 pm?
  To *** & **** CAROLLO Show all
  Good Afternoon
   
  Any updates from Montage? last I herd they are standing by to hear back from the technician. Any updates on your end?
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jun 22 ?10:19 am?
  
  From: ************************** <********************************> 
  Sent: Monday, June 20, 2022 2:36 PM
  To: ********************* <***********************************>; ************************* <*****************************************************>
  Subject: RE: customer: ***************
   
  Hey Alex,
   
  That is correct we are still waiting for information from the technician. I have resent them another email now.
  Thank You,
  Tawny Engels I Team Lead
  
  
  
  ***********************(assign)
  Jun 22 ?10:18 am?
  
  From: ********************* <*************************> 
  Sent: Monday, June 20, 2022 2:26 PM
  To: ************************* <*****************************************************>
  Cc: ************************** <********************************>
  Subject: RE: customer: ***************
   
  Jacob,
  Please copy Tawny on these emails, shes in Claims, Im not.
  Sounds like were still awaiting info from the 3rd party Tech.
   
  Tawny, can you confirm please?
  Thanks,
  Alex
  
  
  
  ***********************(assign)
  Jun 20 ?02:21 pm?
  To *** & **** CAROLLO Show all
  Hi Again
   
  I am finding that out now for you. I will be in touch as soon as I hear back.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  *** & ***********************
   
   
  Jun 20 ?02:06 pm?
  To Penny Mustard Furnishings Show all
  Thanks Jake,
  
  
  Can you please provide who my contacts will be to escalate?  Thanks 
  
  Sent from my iPhone
  
  On Jun 20, 2022, at 1:54 PM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jun 20 ?01:56 pm?
  To *** & **** CAROLLO Show all
  Hello Again
   
  I have reached out to my rep about expediting this process. Hopefully they will reach out to you shortly. I will let you know when I get a reply back from them. Thank you for your patience.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jun 20 ?01:54 pm?
  
  From: ************************* <*****************************************************> 
  Sent: Monday, June 20, 2022 1:54 PM
  To: ********************* <***********************************>
  Subject: Re: customer: ***************
   
  Good afternoon
   
  So sorry to bug you again in regards to this but these guys are pretty upset they haven't gotten any updates. This is an email I just received from them:
   
  Jake,
   
  I am writing for the status of our claim. We have been pursuing action since March and it will soon be July and I am looking to raise this to a higher level.
   
  We waited a month to get a montage rep out here, and now I am hearing it is taking a month for him to respond. How do we escalate?
   
  Can anything be done to expedite this a bit?  
  
  
  
  ***********************(assign)
  Jun 20 ?01:49 pm?
  To *** & **** CAROLLO Show all
  Good Afternoon ***
   
  I will reach back out to our Rep. I apologize that this is taking so long on Montages end. I will let him know you want to escalate. I will be back in touch shortly.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  *** & ***********************
   
   
  Jun 20 ?12:56 pm?
  To Penny Mustard Furnishings Show all
  Jake,
  
  
  I am writing for the status of our claim. We have been pursuing action since March and it will soon be July and I am looking to raise this to a higher level.
  
  
  We waited a month to get a montage rep out here, and now I am hearing it is taking a month for him to respond. How do we escalate?
  
  
  *********************
  ************
  
  
  *********************
  
  
  
  
  On Friday, June 10, 2022, 11:58:40 AM CDT, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  
  
  ***********************(assign)
  Jun 18 ?10:22 am?
  
  called the customer and we spoke briefly regarding montage and the progress so far. will reach back out Wednesday to check back in with her to insure the progress continues. 
  
  
  
  ***********************(assign)
  Jun 14 ?12:25 pm?
  
  CUSTOMER CALLED SAYIG SHE HAD AN UPDATE FROM MONTAGE. I CALLED HER BACK BUT NO ANSWER. WILL CHECK IN AGAIN FRIDAY IF I DONT HEAR BAC FROM HER SOONER.
  
  
  
  ***********************(assign)
  Jun 14 ?07:47 am?
  
  From: ********************* <*************************> 
  Sent: Monday, June 13, 2022 11:17 AM
  To: ************************** <********************************>
  Cc: *********************** <*****************************************************>
  Subject: RE: customer: ***************
   
  Thanks Tawny.
   
  From: ************************** <********************************> 
  Sent: Monday, June 13, 2022 11:11 AM
  To: ********************* <***********************************>
  Cc: *********************** <*****************************************************>
  Subject: RE: customer: ***************
   
  Hey Alex,
   
  I have reviewed both claims. We are needing some more information from the technician before we can move forward. I also called the customer and let them know.
  Thank You,
  Tawny Engels I Team Lead
  
  
  
  ***********************(assign)
  Jun 10 ?12:01 pm?
  
  FW: customer: ***************
  External
  Inbox
  
  ********************* 11:42 AM (18 minutes ago)
  
  
  to Tawny, me
  
  
  PM1721479-22A
  PM1721480-22A
  Tawny,
  On these 2 claims, looks like theyve lingered since first of May. Can you please review, and move them forward. Can we please update the customer as well?
  Thanks,
  Alex
  
  
  
  ***********************(assign)
  Jun 10 ?11:58 am?
  To *** & ***********************, **** Carollo Show all
  Hello Again!
  
  No wonder we couldn't find anything, I didn't realize it was under a different last name! So sorry for that! This is what our rep. had emailed back:
  
  Jacob,
  These come up under *************** plan# PMEC230966057, same address in St ****, IN, so must be the same customer, different last name!
  
  Ill copy you on the email to claims on these.
  Regards,
  Alex
  
  I will be in touch once I hear back from him. He is looking into everything now.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jun 10 ?11:49 am?
  
  
  ********************* 11:39 AM (9 minutes ago)
  
  
  to me
  
  
  Jacob,
  These come up under *************** plan# PMEC230966057, same address in St ****, IN, so must be the same customer, different last name!
  
  Ill copy you on the email to claims on these.
  Regards,
  Alex
  
  
  ***********************(assign)
  Jun 10 ?11:34 am?
  
  
  ************************* 11:33 AM (0 minutes ago)
  
  
  to Alex
  
  
  Good Afternoon Alex
  These are the claim numbers they gave me PM1721480-22A, PM17121479-22A, She said they were filed on 3/29/22. Please let me know if any other information is required to help move this along for the customer.
  
  
  ***********************(assign)
  Jun 10 ?11:31 am?
  To *** & ***********************, **** Carollo Show all
  Good Morning!
   
  Thank you for sending these along! I will send them to my rep. ***** I will be in touch once I hear back from him.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  *** & ***********************
   
   
  Jun 10 ?11:15 am?
  To Penny Mustard Furnishings, **** Carollo Show all
  Sorry for the delay.  Here are the claim numbers. They were created on 03/29/2022.
  
  
  PM1721480-22A
  PM17121479-22A
  
  
  Let me know what else you need.
  
  Sent from my iPad
  
  On Jun 9, 2022, at 11:01 AM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jun 09 ?03:29 pm?
  
  Spoke with the customer. She says she will look for the claim information that they said they filed back in March and will get back to me tomorrow.
  
  
  
  ***********************(assign)
  Jun 09 ?11:01 am?
  
  
  ********************* 8:35 AM (2 hours ago)
  
  
  to me
  
  
  Jacob,
  Good morning. I looked up both these plan #s, neither has a claim started under them. We would have to have a claim started before we would send a tech out. I only see these 2 plan #s for the customer, and neither has ever had a claim filed under them:
  
  
  Perhaps theres another plan #, perhaps under a spouses name? Can you get an invoice # from the customer, or better yet the claim # hes referring to so we can find him?
  I checked all your claims, and the only thing close was a claim from 2019 for a *****************************.
  
  Regards,
  Alex
  
  
  Alex Calder I Strategic Account Manager 
  
  
  ***********************(assign)
  Jun 09 ?11:01 am?
  To *** & **** CAROLLO Show all
  Good Afternoon ***
   
  I have reached out to our rep. at Montage and they are telling me no claim has be filed under either of the 2 plan numbers attached to your account PMEC231348968 / PMEC231396546. This is what our rep. had to say:
   
  
  Jacob,
  Good morning. I looked up both these plan #s, neither has a claim started under them. We would have to have a claim started before we would send a tech out. I only see these 2 plan #s for the customer, and neither has ever had a claim filed under them:
  
  
  Perhaps theres another plan #, perhaps under a spouses name? Can you get an invoice # from the customer, or better yet the claim # hes referring to so we can find him?
  
  Could you please give me the claim # you are referring to in regards to the piece. Any information you can provide will help us to get Montage to assist with your concern.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  Jun 09 ?08:22 am?
  
  customer: *********************
  
  Jacob Linnell <*****************************************************> 8:20 AM (0 minutes ago)
  
  
  to Alex
  
  
  Good Morning
  Customer ******* claims he has reached out in regards to some dye transfer on his furniture. He has 2 plan numbers from what I can see. PMEC231348968 / PMEC231396546. He says Someone came out on June 2nd to see if it can be cleaned. He said they were there for 10 minutes and told them it can't be cleaned and left. Since then, he has had no follow up, no nothing and is curious about what is going on. Could you please have someone reach out to update him or let me know so I can update them. Thank you for your time Alex.
  
  
  ***********************(assign)
  Jun 09 ?08:06 am?
  To *** & **** CAROLLO Show all
  Good Morning 
   
  No word yet on my end. I will reach back out for an update.
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  *** & ***********************
   
   
  Jun 08 ?02:18 pm?
  To Penny Mustard Furnishings Show all
  Jake,
  
  
  Do we have an update?
  
  Sent from my iPad
  
  On Jun 3, 2022, at 11:13 AM, *********************** (Penny Mustard Furnishings) <********************************************************************> wrote:
  
  
  
  
  ***********************(assign)
  Jun 03 ?11:29 am?
  
  CHECKED ON THE MONTAGE SITE AND NOTHING. POSSIBLY IT HASNT BEEN UPLOADED YET. WILL CHECK AGAIN MONDAY.
  
  
  
  ***********************(assign)
  Jun 03 ?11:23 am?
  
  *** CALLED. HE SAID THE GUY SHOWED UP AND WAS THERE FOR ABOUT 10 MNUTES. HE SAID THE GUY SPRAYED SOME STUFF AND TRIED TO WIPE IT OFF THE JUST SAID "YEAH, THATS NOT COMING OFF" THEN SAID HE WOULD FILE HIS REPORT AND LEFT. HE DIDNT TELL HIM HE WOULD BE BACK IN TOUCH OR ANYTHING. WILL BE REACHING OUT TO OUR REP TO GET AN UPDATE TO SEE HOW THEY WILL BE PROCEEDING WITH THIS.
  
  
  
  ***********************(assign)
  Jun 03 ?11:13 am?
  To *** & **** CAROLLO Show all
  Good Morning!
   
  I just wanted to check in with you in regards to Montage sending someone out to clean the dye transfer concerns you where having. Hopefully everything was worked out. Have a lovely weekend *** & ****!
  ***********************
  ****************
  ******************
  Mon.-Fri. 8AM-5PM
  
  
  ***********************(assign)
  May 11 ?09:29 am?
  
  SPOKE WITH CUSTOMER. SHE SAYS MONTAGE ARRANGED FOR A CLEANING COMPANY TO COME OUT TO HELP WITH THE *** TRANSFER ON JUNE 2ND. IF MONTAGE CANT GET THIS WORKED OUT, WE WILL SEE WHAT WE CAN DO FOR THE CUSTOMER TO CORRECT HER CONCERNS. CONSIDERING SHE HAS HAD SO MANY CONCERNS WITH HER ORDER SO FAR, AND COSIDERING SHE WANTS TO PURCHASE FROM US MORE IN THE FUTURE, WE SHOULD DO WHAT WE CAN TO HELP. 
  
  
  
  ***************************(assign)
  May 10 ?09:11 pm?
  
  This was merged into a separate ticket I had for this customer that had nothing to do with ***** or montage. We should contact our Montage rep to get their side of what is going on here. 
  
  Request #***** "order ******" was closed and merged into this request. Last comment in request #*****:
  Good afternoon,
  Customer #****** (same order number) has had an issue with their montage claim. They reached out due to dye transfer on their piece and they were sent an upholstery cleaner. The cleaner did not take care of the problem and they are very dissatisfied with the response from montage. This customer has also recently had an issue with their dining table (they have been very pleased with their interactions with *****). They still have several rooms to furnish and are now hesitant about purchasing with us; I'm hoping we can help them with their montage issue and hopefully retain them as customers! Could someone from service please reach out to them regarding this?
  I'm so sorry to add to your ever growing pile; we all really appreciate how hard you're working to keep everything running smoothly ...you guys are the best!
  Thanks,
  *******************
  ************

   

   

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The box of replacement panels that had been sitting in a warehouse showed up. Attached are pictures of what was sent along with the email from the company telling us we would then be directed on how to replace the panels ourselves. My wife's email rejected that, and we received a call that a Penny mustard rep would be coming out to assist today.  If they come out and resolve as they say I will confirm.   It is terrible it took my complaint to BBB to get people there to do anything. Without my escalating I would have been left trying to figure out how to install the fabric panels on the couch myself. The practice of selling customers these insurance policies through Montage is a scam. For the money I paid for the policy and then be sent a box of fabric and told I will be instructed how to fix myself is unbelievable. 

   

  I am thankful they called my wife and told her a Penny Mustard tech will be out today and hopefully get this corrected after 5 months of asking. I am hoping he shows up as promised and will be happy to confirm once complete but as of now I have a box of fabric that has been lost in a warehouse for weeks and the promise of a repair.
  
  Regards,
  
  *********************

*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. ↩