Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 recliners in 10/22 from Lachance interiors. On 5/24 I notified the company that when recliner there was a funny noise. They removed the chair and after being there for a while they returned. They were waiting for a part and in the meantime the other chair is broken. When the part came in they took both chairs. After all of this the chairs are still broken and getting worse. They now have a furniture company that came to look at the chair and it was determined that the frame was broken and it would take 3 hours for each chair. The furniture company called me and I was out of the country and then I had surgery. I called the company back and the said the file was closed and I had to call Lachance. At one point I asked them for new chairs and they declined and said they would fix it. At one point the owner Bill comes to my house to look at the chair. He was rude and arrogant and he determined that it was broken. I dont want to have to call Lachance and deal with the manager Scott. This has been the most stressful horrible experience ever. I hope that you can help me.

  

  Business Response

  Date: 02/13/2025

  LaChance prides itself on the quality of products and service it provides to its customers and has done so for more than 70 years.  LaChance values its customers and immediately responds to all customer service inquiries.  Our goal is to satisfy our customers needs and create repeat business.

  This customer, *** ******, purchased two recliners and a sofa on 8/12/23, which were delivered on 10/18/23.  Eight months later, 6/3/24, the customer called with a concern about a noise in one recliner.  One recliner was picked up on 6/15/24 and brought back to store for a detailed inspection.  We could not replicate the noise, but it was determined that a new mechanism would be ordered to remedy any concerns.  LaChance offered to return the one recliner to the customer to use while waiting for the replacement mechanism to arrive LaChance redelivered the one recliner to the customer on 7/3/24.  In the meantime, while waiting for the new mechanism to arrive, the customer called stating that the second recliner was now making a similar noise.  LaChance decided to replace both mechanisms in the event that the second recliner had the same issue.

  The recliners were picked up from the customer for repair on 8/6/24, mechanisms were replaced and the recliners were redelivered on 8/10/24.  The customer called on 9/12/24 stating they were still hearing a noise in one recliner.  An in-home inspection was scheduled for 9/30/24.  Upon inspection it was observed that the recliners were positioned against a stair railing without room for the backs to recline and open properly.  When operating the recline function, the recliner backs are being forced against this railing.  The recliners being used in this manner are causing stress on the backs and causing the noise to occur.  It was explained to the customer that the recliners would need to be pulled away from this railing to properly operate the reclining mechanism and to mitigate applying stress on the backs against the railing.  LaChance contacted the vendor on 10/1/24 about the customers concern, who then suggested setting up an outside service call for 11/4/24.  The service order with LaChance was considered complete and closed.

  Several calls to the customer from the outside service provider went unanswered, so the service provider cancelled the service order.  On 1/13/25, the customer called LaChance asking for help to contact the outside service provider.  Our service department followed up with the vendor for details and informed the customer that the outside service provider had tried numerous times to reach the customer without any replies.  Apparently, the customer had been in the hospital and out of the country and could not be reached, hence the vendor cancelling the scheduled service call by the outside service provider.  The responsibility now rests with the customer to follow through with the outside service provider.