I ordered an expensive and luxurious massage chair from this company. The motor stopped working and I sent it back to the company for repair. During the process, my old unit got damaged during shipment. The post office awarded me money, since the shipment was insured. The company wanted to pocket this money, but was told by the post office that this would be fraud. They offered me a credit for the insured amount. I applied that credit to purchase a new unit instead of repairing the old, especially taking into consideration where I live. When I received it, it was a refurbished unit and not new. It had scratches, a bent motherboard, protective covers were missing, and the control unit was not closed. These things all lead me to believe that this was an old unit and not a new one. I immediately contacted them and they said that it was a new unit, and that I would need to send pictures in order to claim otherwise. After sending them all of the requested information, I did not hear from them until I finally contacted them months later. Their customer service department never reached out to me stating whether or not it had been received. They claimed that it had never been received and that now it is too late. Even though it is still under warrant they are stating that refurbishing the unit at my expense is the only available option. I had a very difficult time communicating with this company during each step of this process. They are not trustworthy and I believe they were trying to cheat me out of money and product.
Description of Work: Repair of an expensive massage chair motor
Rating Category
Rating out of 5
quality
3.0
value
1.0
professionalism
2.0
responsiveness
2.0
punctuality
2.0
$6,500
Response from Integrity Massage LLC
Elite Massage Chairs welcomes the opportunity to resolve this customers reported quality with the product purchased. (removed member name) purchased her massage chair on 12/07/06 with a standard five-year manufacturer warranty. On 03/19/12, the customer called to report that her chair was no longer functioning properly. Her chair was no longer covered under warranty. At this time, she was offered multiple solutions to resolve the issue with her chair, which included sending the chair to an Elite service facility, contracting a third party technician to perform in-home service for her chair, or to remove the malfunctioning component with supplied instructions and forward to Elite service facility. (removed member name) chose the latter option, which was to remove the control board assembly and forward to our Elite service facility. The control board assembly was received from (removed member name) on 05/24/12. At the time of receipt, it was noted there was little to no packaging material surrounding the control board assembly to protect during shipping. Upon further inspection, it was documented that the control board assembly sustained evaluation of her entire control board assembly. Repair quotes were provide3d to fix the initial cause of failure with her item, as well as replacement of the damaged items. The repair quote given was total cost of $408.97, which included $244.65 for repair due to electrical failure of the unit, and $164.32 for replacement of the damaged items. We recommended to (removed member name) that she contact the US Postal Service to file a shipping damage claim if she wished to recoup the cost of replacement for the damaged items. (removed member name) specifically requested that Elite file the damage claim on her behalf with the US Postal Service, as she would have difficulty doing so. Per the customer’s request, and strictly as a courtesy to (removed member name), a damage claim was filed by Elite to the US Postal Service. The Postal Service awarded $105.32 as compensation for the damaged control board assembly. The total claim amount of $164.32 was not awarded by the US Postal Service on the basis that the item had depreciated in value from the initial purchase date of the chair in 2006, and therefore not worth the complete value claimed. An additional step was taken to file an appeal to this damage claim by Elite, which was subsequently denied. Multiple hours were spent working on the damage claim on behalf of (removed member name) as a courtesy, and no request was ever made for compensation from (removed member name) for the time spent. (removed member name) claim of: “The company wanted to pocket this money, but was told by the post office that this would be considered fraud” is inaccurate. (removed member name) was advised of the process and status of the damage claim throughout the entirety of settlement. At no time was Elite contacted by the USPS and “told” that fraud was in question, as (removed member name) claim. The text of an email sent to (removed member name) to inform her of all points regarding the damage claim is included at the end of this response. Included in this email was an additional offer to reduce the labor charges for repair of her item as an effort to move to resolution, and as an additional courtesy. At the point (removed member name) was advised of the claim settlement amount and subsequent denial of the claim appeal, (removed member name) stated that she would like all information related to the claim so she could follow up on the damage claim with USPS on her own. (removed member name) stated that she wanted the damage claim to cover the cost of a complete replacement control board assembly, disregarding the fact that she was responsible for the initial repairs to the board assembly due to the electrical failure with her chair. All information related to the claim was forwarded to (removed member name) per her request. On 08/17/13 (removed member name) was informed that resolution was needed for her service case as her parts had been in Elite possession for approximately 3 months, and all due diligence had been completed in collecting the maximum compensation available for her damaged items, in addition to forwarding all requested information to (removed member name) so she could pursue additional damages compensation. After multiple correspondences between Elite and the customer in which (removed member name) often took 2 to 3 weeks to respond, (removed member name) decided she would like to purchase new control board assembly, rather than repair her damaged item, and apply the initial damage claim award to the purchase price of the new board assembly. (removed member name) was sent a new control board assembly on 10/19/12. Approximately one week after (removed member name) received her package she made a call to Elite to report that the control board assembly was not up to her expectation of a new item. The specifics of how this item differed from what she believed she should have received were not clear. At this time it is was requested (removed member name) immediately forward photographs via email in order to verify her claims and document what she believed was not correct with her item. Pictures were received from (removed member name) on 05/20/13 which indicated damage to the control board assembly, likely to have occurred in the return shipment. No other communication was received from (removed member name) between her initial phone call and the photographs received. As (removed member name) waited seven months to send any information regarding the state of her item received, a damage claim cannot be filed for shipping damage by rule of the carrier FedEx, nor can Elite make any validation that her board assembly was received in this condition considering the timeframe that has passed from when she received the item, and later provided photograph evidence to support her claims. (removed member name) made the claim that: “After sending them all of the requested information, I did not hear from them until I finally contacted them months later.” However, the information claimed to be sent was not received by Elite Massage Chairs. The offer to refurbish or replace the control board at (removed member name) expense continues to exist.
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Service Categories
Furniture - Sales
FAQ
Integrity Massage LLC is currently rated 1 overall out of 5.
No, Integrity Massage LLC does not offer free project estimates.
No, Integrity Massage LLC does not offer eco-friendly accreditations.
No, Integrity Massage LLC does not offer a senior discount.
No, Integrity Massage LLC does not offer emergency services.
No, Integrity Massage LLC does not offer warranties.
