Formal Complaint Regarding Unresolved Issue with Rochester *** 769 660

Dear Rochester, I am writing to formally raise my concerns regarding a deeply unsatisfactory experience with Rochester Southgate and subsequent developments that have caused significant frustration and inconvenience. In 2021, I purchased a bed from Rochester Southgate that turned out to be faulty. I logged a complaint with the main office, and the reference number for this matter is *** 769 660. Despite this, the issue was handled poorly at the branch level. The manager at the Rochester Southgate branch was dismissive and unprofessional, refusing to either upgrade or replace the faulty bed without providing a valid reason. As a result of this disservice and the lack of resolution, I stopped using the bed and ceased making payments on the account earlier this yar. However, despite my dissatisfaction and the unresolved nature of this issue, debit orders continued to run on my account for a bed I cannot use from 2021 until early this year 2024. . Now, I have been served a letter of demand by ADRS debt collectors, threatening to hand me over. This development has left me deeply disappointed, as the root cause of this issue lies squarely with Rochester Southgate’s failure to address my original complaint and ensure I received the product and service promised to me. I believe it is wholly unfair to penalize me for circumstances caused by your company’s failure to resolve this matter in a satisfactory manner. I request that: 1. The letter of demand and debt collection actions by ADRS be immediately reviewed and placed on hold. 2. A detailed investigation into the original complaint (*** 769 660) and the service received at Rochester Southgate be conducted. 3. Compensation or resolution be offered for the faulty bed, as per my original request in 2021. I trust that Rochester will take this matter seriously and work to rectify this situation promptly. I look forward to your swift response to resolve this issue amicably.

Important: please don’t get the SouthGate branch manager to call me as they are not solution orientated – it doesn’t make sense in any service world to pay for a service, with interest on a credit account for a faulty product - I need a solution urgently as the matter has been on going since 2021!