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Scott L.

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Member since July 2017

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2 Reviews by Scott

2/10/19
Wow, where do I begin? Let me first say, that this is only the second negative review I have ever written in my life. Having said that, using Homes Now llc for our recent move was the single worst customer service experience we have ever had. On 12-9-18 we used Homes Now to move one truck load of furniture to our new home in Perry only 3 miles from our current home. We should have known we were in for a long day when they were 45 minutes late arriving at our home. Once they finally arrived, the crew seemed polite enough as we showed them around the home and pointed out the items we wanted them to move. The items consisted of most of our larger furniture (tables, beds, couches, dressers, etc.) It became evident very quickly that the older gentlemen, who was running the crew, was experienced and professional. Unfortunately, the same could not be said for the others. When I first called Homes Now to schedule our move, I was told that the cost was $100 per hour for two guys (they actually sent three which was appreciated) and that I shouldn't worry because these guys "hustle and work quickly." Unfortunately, we observed just the opposite. Several times, I looked into the truck to find the older gentlemen working and one of the other guys sitting in the truck watching. Another time, I looked in and one was on their cell phone. At one point, one of our friends that were helping us move, mentioned to me that he smelled alcohol on one of the guy's breath (an observation that was later confirmed to us by Homes Now. We were told this worker had been out drinking the night before our move and had very little sleep. This worker has since been fired.) None of this sat well with me as we were paying these guys $100 per hour to move...instead one guy was doing most of the work, while the others waited for his orders instead of removing all of the items from the house and staging them in the driveway to be loaded. I understand loading a moving truck is a difficult job and it needs to be done correctly to avoid damages, etc. Because of this, I tried to be understanding of the excessive time it was taking to load one truck of furniture. I thought to myself, "It doesn't matter how long it takes, as long as it gets 3 miles without any damage!" Finally, by early evening the truck was loaded and they were ready to make the 3 mile journey to our new home. We were already running late to get everything unloaded, in part, due to them being 45 minutes late to start. As they got in the truck, they asked, "where is a good place to get something to eat?" I thought, "You've got to be kidding me!" About 35 minutes later they met us at the new home and began unloading our items. As the items were unloaded and we began looking things over, the day just kept getting worse! When all the dust settled we had incurred the following damage (from a 3 mile move!!) A huge chunk out of the corner of our nearly new king bed foot board, two tears in our nearly new king mattress, scrapes on the matching dresser, a chunk out of the corner of another dresser, scrapes and dents in our nearly new pool table legs, a 2" tear in the back of our leather recliner, lost screws to assemble the king bed (we had to go to Lowe's and buy screws to put it back together,) and a lost pillow to our sofa. Some of the damage was extremely noticeable and was undoubtedly noticed by the movers, however, it was placed in the rooms with the damage facing the walls so that it was not noticed until they were paid and gone. As you can imagine, we were quite upset. I immediately called Homes Now and reported the damage. They appeared very understanding and told us they would, "make it right." I asked if they would come to our house to evaluate the damage and two days later they did just that. The visit went well and one of the owners looked me in the eye and promised us several things- 1. They would order us a brand new foot board that week. 2. Their furniture repair company would be contacting us within several days to schedule a time to repair the other items. 3. They would check to see if they could locate our lost pillow. We agreed that these were satisfactory steps and I told him that as long as they made things right, that I had no intent of negatively reviewing Homes Now or Best Furniture (also one of their business interests.) Unfortunately, after that visit, our customer service experience only got worse. After all that we had been through, I thought for sure that they would be proactive in getting back with us to make sure our issues were resolved promptly. I couldn't have been more wrong! I had to initiate nearly all communication thereafter. After hearing nothing for 10 days after the visit, I followed back up. I found out that they'd found our lost pillow and that someone would be bringing it out to us. We were also told again (the date was now 12-21-18) that the service guy would be in contact with us soon. After not hearing anything for another 2 weeks, I followed up on 1-6-19 on all items. I was told again that someone would be calling to schedule repairs and that the foot board was in the process of being ordered. Another week went by and still nothing. I finally called the furniture store myself where we had bought the foot board and found out that it had never been ordered as promised - a blatant lie. Over a month had passed and still no one had the common decency to even bring our lost pillow back to us. At this point, I began trying to make contact with Homes Now nearly every day and it became obvious that all of my texts were being ignored. We began thinking, "what did we do to deserve this?" Finally to make a very long story short, the repair technician finally was dispatched to our home nearly a month and a half after our move. He "repaired" the items he could, including the foot board. When I told him we were promised a new one, he said, "I was told to fix the damaged one first and see how it turns out." Why couldn't I have just been told this was the plan all along instead of promising me a new one?? Most items were repaired to our satisfaction, however, the recliner repair looks worse than it did with the 2" tear. Finally after another call to Homes Now, they finally dropped off our lost pillow on 1-26-19 (35 days after it was found and promised to be returned.) The return of the lost pillow may seem minor, but it's the little things that go a long way in creating trust with a customer. The fact that, after all we had experienced, it was still not a priority to promptly return a pillow says more than a thousand words could! It is obvious they just didn't care! They had no intent on making our experience any better. Personally, I have been in sales for over 20 years. If this was my client, I would have driven the pillow out to them the same day it was found! Our poor experience was blamed on a second-string work crew that just happened to be working that weekend. While that may be true when it came to our damaged furniture, the moving crew had nothing to do with our experience after the move - As days, weeks, then months passed, it became glaringly obvious to us that our satisfaction was not a priority of the Homes Now ownership/management. After more discussion, they did agreed to compensate us $200 for the issues we had experienced. A mere consolation prize for one of the worst customer service experiences of our lives.
7/15/17
Went in to the Mentor Ohio location with a 1.5 karat total weight diamond ring to see what the value was. This was a ring we found while on vacation and we had already taken it to three jewelry stores (Kay, LeRoy, and Jared's) to get an opinion on its value. Each store told us this was an beautiful ring with an incredibly cut 1 karat solitaire. We were given a low retail value of $5,000 and a high value of $9,000. When we took it into Avalon in Mentor, the lady behind the desk told us it was a fake Moissanite and that all she could offer us was $85 for the gold. We took the ring to an appraiser later that day and received an appraisal of $8,800.00 IF THESE PEOPLE CAN'T TELL THE DIFFERENCE BETWEEN A FAKE MOISSANITE AND A $8800 1.5 KARAT DIAMOND RING THEN PERHAPS THEY ARE IN THE WRONG BUSINESS!!!

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