We are aware of this current situation and have been in contact with [redacted] ***This order is a remote location in which the consignee is hours from the office in which the treadmill is currentlyWe first contacted the consignee on 2/9/which is the actual day this unit arrived on dock Our local office received an email on 2/11/inquiring as to the status of delivery to which our local office responded via phone on the same day and scheduled for 2/16/This delivery was not attempted on 2/16/due to major snow and icy conditions, preventing all deliveries from going forward that dayThis local office does not go to Vermont on a regular basis since, as previously stated, it is hours awayWe are recently in receipt of approval from [redacted] to ship this product to another location to handleThis local office is aware of the situation at hand and are ready to perform the delivery when scheduled with the consigneeWhile this will continue to put further delay on delivery, action is being taken internally by NVC to expedite this delivery
Complaint: [redacted] I am rejecting this response because: of their poor business practices and lying They never contacted to set up a delivery date, I had to call themThey agreed on 2/as date of deliveryThey never said "you are too far away, we wont deliver there"Then when that day came, there was not a "major snowstorm"There was a couple inches of snow, followed by rain (not freezing rain) which melted that snow and the temp of the day was degreesThey did not show up, call or email me and I lost a days pay as I stayed home from work to be there to accept this item being delivered and set upWhen I called that evening to find out where my machine was as it was not at my house, the girl there said she tried to call and email me to say they were not coming but there was nothing in my email, inbox, spam, or junk so they never emailed me to let me know thisShe also said she would call me by pm and let me know a different date of deliveryShe never called then and I have heard nothing from NVC in regards to my purchased itemThey also say that they are aware of the situation and are doing everything to expediteI have had to call Nordic track several times to make them aware that this item was never delivered and as if 2/29, Jack from [redacted] sent them on nine separate occasion notice that they needed to contact me and set up a date of delivery Which they never didThey were hired to deliver this item and not all deliveries are going to be "in their back yard"If they had no intention of delivering this, a little honesty goes a long wayI do want to be reimbursed for my day of lost pay waiting at home for a delivery that never happened and evidently was not going to happen because I live oh so far awayI also was told this item would be at my house within two weeks of date of purchase and because of NVC dragging their heels it has been in their custody for three weeks nowI also want to be reimbursed for all time I have spent on the phone with [redacted] ***, at least a dozen phone calls in the past month, trying to find out where my machine is, why it is not being deliveryI feel NVC owes me, as I said in my complaint 75$ a day for every day it sat there while nobody did their job since the original date it was to be deliveredI believe I am entitled to something for the frustration/aggravation because their lack of communication and disregard of the customer, not to mention all my time spent trying to track this issue down and my day of lost pay waiting for nothingI believe $is a reasonable fair amount to be asking for Regards, [redacted]
NVC Logistics cannot confirm or deny whether this delivery was attempted to be rescheduledOur local office in Alexandria, VA contacted the [redacted] residence on 6/6/and scheduled delivery for 6/8/There is no notation of request to schedule for a different date and/or timeNVC Logistics was advised of the damage by [redacted] HQ on 6/9/17, however, there was no one available right away from the Claims Department to initiate review as it was after office hoursUpon return to office 6/12/17, the issue and photos were addressed and forwarded immediately for review to our local officeNVC’s Claims Department reached out to the consignee soon after to obtain their story of what happened during their deliveryDuring this conversation on 6/12/with the consignee, NVC was advised, “when the delivery team was removing the old mattress down the stairs, their old mattress had some sort of heavy duty hooks which in turn claimed to have caused damage to or so stair noses.” Consignee additionally advised the stairs were fairly newWhen question if the delivery team was aware of the damage, NVC was advised by Mrs [redacted] that she did not have her glasses on so she did not spot the damage so the men were not advised; the delivery was also rushed as she needed to return to her dentist appointmentNVC’s Claims Department requested to obtain additional photos for further review of all the claimed stair damage and condition of stairs in generalThe consignee advised that she would not be able to as she had some Walnut stain and had already covered up the damages and the camera would not capture the damages at this pointThe consignee followed through with NVC’s standard procedures for property damage claims, and the Claims Department received all required paperwork by 8/15/When the local office responded to NVC Claim’s Department’s inquiry of the delivery, the delivery team advised they did not see damage, they did not drag the old mattress down the stairs, and the proof of delivery was signed clear of any issuesIn the location the consignee is asked to sign, the statement reads, “Please inspect your product(s) and residence upon completion of deliveryBy signing below, you agree that: 1) the delivery team has fully performed the services described above; 2) the product(s) are in satisfactory condition and there is no damage to the product(s) or your residenceAny exceptions (exDamage) must be noted in writing in the Exception Notes area above.” At no point was the consignee advised, by [redacted] or NVC Logistics, that submitting a claim for the claimed property damage would be a guarantee approvalAfter thorough review, the resolution found was for the claim to be denied as there was no significant proof that matched how the claimed damage was fault of NVC Logistics's delivery team
“The customer and the ‘new’ local office have spoken and this delivery is currently scheduled for 3/17/16. Any monetary compensation is not handled by NVC directly to the consignee. Any monetary requests will need to be addressed through [redacted] ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me; however, I am extremely concerned about a definitive date for release of the check, by NVC
Regards,
*** ***
All statements in this rebuttal by Ms*** have been previously addressed in all responses by NVC LogisticsThere is no additional supporting proof that has been supplied to NVC Logistics to re-open this claimNVC Logistics stands by their declination of this claim
We are aware of this current situation and have been in contact with [redacted]. This order is a remote location in which the consignee is 4.5 hours from the office in which the treadmill is currently. We first contacted the consignee on 2/9/16 which is the actual day this unit arrived on dock....
Our local office received an email on 2/11/16 inquiring as to the status of delivery to which our local office responded via phone on the same day and scheduled for 2/16/16. This delivery was not attempted on 2/16/16 due to major snow and icy conditions, preventing all deliveries from going forward that day. This local office does not go to Vermont on a regular basis since, as previously stated, it is 4.5 hours away. We are recently in receipt of approval from [redacted] to ship this product to another location to handle. This local office is aware of the situation at hand and are ready to perform the delivery when scheduled with the consignee. While this will continue to put further delay on delivery, action is being taken internally by NVC to expedite this delivery.
Complaint: [redacted]
I have continually rejected this response because I provided reasonable proof. This company call at the time of the damage, acknowledged it and promised to take care of it. Their tactic is to allow enough time to pass and hope I move on, but I'm not. The drivers caused this damage and this company needs to cover the damage.The next step should be that they pay my claim.
Regards,
[redacted]
NVC Logistics cannot confirm or deny whether this delivery was attempted to be rescheduled. Our local office in Alexandria, VA contacted the [redacted] residence on 6/6/17 and scheduled delivery for 6/8/17. There is no notation of request to schedule for a different date and/or time. NVC Logistics...
was advised of the damage by [redacted] HQ on 6/9/17, however, there was no one available right away from the Claims Department to initiate review as it was after office hours. Upon return to office 6/12/17, the issue and photos were addressed and forwarded immediately for review to our local office. NVC’s Claims Department reached out to the consignee soon after to obtain their story of what happened during their delivery. During this conversation on 6/12/17 with the consignee, NVC was advised, “when the delivery team was removing the old mattress down the stairs, their old mattress had some sort of heavy duty hooks which in turn claimed to have caused damage to 8 or so stair noses.” Consignee additionally advised the stairs were fairly new. When question if the delivery team was aware of the damage, NVC was advised by Mrs. [redacted] that she did not have her glasses on so she did not spot the damage so the men were not advised; the delivery was also rushed as she needed to return to her dentist appointment. NVC’s Claims Department requested to obtain additional photos for further review of all the claimed stair damage and condition of stairs in general. The consignee advised that she would not be able to as she had some Walnut stain and had already covered up the damages and the camera would not capture the damages at this point. The consignee followed through with NVC’s standard procedures for property damage claims, and the Claims Department received all required paperwork by 8/15/17. When the local office responded to NVC Claim’s Department’s inquiry of the delivery, the delivery team advised they did not see damage, they did not drag the old mattress down the stairs, and the proof of delivery was signed clear of any issues. In the location the consignee is asked to sign, the statement reads, “Please inspect your product(s) and residence upon completion of delivery. By signing below, you agree that: 1) the delivery team has fully performed the services described above; 2) the product(s) are in satisfactory condition and there is no damage to the product(s) or your residence. Any exceptions (ex. Damage) must be noted in writing in the Exception Notes area above.” At no point was the consignee advised, by [redacted] or NVC Logistics, that submitting a claim for the claimed property damage would be a guarantee approval. After thorough review, the resolution found was for the claim to be denied as there was no significant proof that matched how the claimed damage was fault of NVC Logistics's delivery team.
Complaint: [redacted]
I am rejecting this response because:The the damage was reported immediately and photos were provided. In addition, NVC Logistics contacted me immediately to apologize after [redacted] notified them same day. I was advised by both [redacted] and NVC Logistics that they would cover the damage that was caused by the older mattress being dragged down the steps.NVC Logistics needs to pay for the damage they caused. No one else caused this damage. They were the only ones who dragged the old mattress down the stairs. They need to honor this claims to repair the damaged they cause. While it the drivers did not do this intentionally, it did happen as a result of them not lifting the mattress up. The gashes just did not happen themselves.Respectfully please encourage them to pay for the damage they caused. This is not the way you treat customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: of their poor business practices and lying. They never contacted to set up a delivery date, I had to call them. They agreed on 2/16 as date of delivery. They never said "you are too far away, we wont deliver there". Then when that day came, there was not a "major snowstorm". There was a couple inches of snow, followed by rain (not freezing rain) which melted that snow and the temp of the day was 48 degrees. They did not show up, call or email me and I lost a days pay as I stayed home from work to be there to accept this item being delivered and set up. When I called that evening to find out where my machine was as it was not at my house, the girl there said she tried to call and email me to say they were not coming but there was nothing in my email, inbox, spam, or junk so they never emailed me to let me know this. She also said she would call me by 800 pm and let me know a different date of delivery. She never called then and I have heard nothing from NVC in regards to my purchased item. They also say that they are aware of the situation and are doing everything to expedite. I have had to call Nordic track several times to make them aware that this item was never delivered and as if 2/29, Jack from [redacted] sent them on nine separate occasion notice that they needed to contact me and set up a date of delivery. Which they never did. They were hired to deliver this item and not all deliveries are going to be "in their back yard". If they had no intention of delivering this, a little honesty goes a long way. I do want to be reimbursed for my day of lost pay waiting at home for a delivery that never happened and evidently was not going to happen because I live oh so far away. I also was told this item would be at my house within two weeks of date of purchase and because of NVC dragging their heels it has been in their custody for three weeks now. I also want to be reimbursed for all time I have spent on the phone with [redacted], at least a dozen phone calls in the past month, trying to find out where my machine is, why it is not being delivery. I feel NVC owes me, as I said in my complaint 75$ a day for every day it sat there while nobody did their job since the original date it was to be delivered. I believe I am entitled to something for the frustration/aggravation because their lack of communication and disregard of the customer, not to mention all my time spent trying to track this issue down and my day of lost pay waiting for nothing. I believe $1200.00 is a reasonable fair amount to be asking for
Regards,
[redacted]
Please be advised this claim has been approved and the customer is in receipt of a Release of Claim for execution. Once I am in receipt of this, I will forward to our Finance Dept and they will issue a check the next cycle.
“The customer and the ‘new’ local office have spoken and this delivery is currently scheduled for 3/17/16. Any monetary compensation is not handled by NVC directly to the consignee. Any monetary requests will need to be addressed through [redacted]
We are aware of this current situation and have been in contact with [redacted] ***This order is a remote location in which the consignee is hours from the office in which the treadmill is currentlyWe first contacted the consignee on 2/9/which is the actual day this unit arrived on dock Our local office received an email on 2/11/inquiring as to the status of delivery to which our local office responded via phone on the same day and scheduled for 2/16/This delivery was not attempted on 2/16/due to major snow and icy conditions, preventing all deliveries from going forward that dayThis local office does not go to Vermont on a regular basis since, as previously stated, it is hours awayWe are recently in receipt of approval from [redacted] to ship this product to another location to handleThis local office is aware of the situation at hand and are ready to perform the delivery when scheduled with the consigneeWhile this will continue to put further delay on delivery, action is being taken internally by NVC to expedite this delivery
Complaint: [redacted] I am rejecting this response because: of their poor business practices and lying They never contacted to set up a delivery date, I had to call themThey agreed on 2/as date of deliveryThey never said "you are too far away, we wont deliver there"Then when that day came, there was not a "major snowstorm"There was a couple inches of snow, followed by rain (not freezing rain) which melted that snow and the temp of the day was degreesThey did not show up, call or email me and I lost a days pay as I stayed home from work to be there to accept this item being delivered and set upWhen I called that evening to find out where my machine was as it was not at my house, the girl there said she tried to call and email me to say they were not coming but there was nothing in my email, inbox, spam, or junk so they never emailed me to let me know thisShe also said she would call me by pm and let me know a different date of deliveryShe never called then and I have heard nothing from NVC in regards to my purchased itemThey also say that they are aware of the situation and are doing everything to expediteI have had to call Nordic track several times to make them aware that this item was never delivered and as if 2/29, Jack from [redacted] sent them on nine separate occasion notice that they needed to contact me and set up a date of delivery Which they never didThey were hired to deliver this item and not all deliveries are going to be "in their back yard"If they had no intention of delivering this, a little honesty goes a long wayI do want to be reimbursed for my day of lost pay waiting at home for a delivery that never happened and evidently was not going to happen because I live oh so far awayI also was told this item would be at my house within two weeks of date of purchase and because of NVC dragging their heels it has been in their custody for three weeks nowI also want to be reimbursed for all time I have spent on the phone with [redacted] ***, at least a dozen phone calls in the past month, trying to find out where my machine is, why it is not being deliveryI feel NVC owes me, as I said in my complaint 75$ a day for every day it sat there while nobody did their job since the original date it was to be deliveredI believe I am entitled to something for the frustration/aggravation because their lack of communication and disregard of the customer, not to mention all my time spent trying to track this issue down and my day of lost pay waiting for nothingI believe $is a reasonable fair amount to be asking for Regards, [redacted]
NVC Logistics cannot confirm or deny whether this delivery was attempted to be rescheduledOur local office in Alexandria, VA contacted the [redacted] residence on 6/6/and scheduled delivery for 6/8/There is no notation of request to schedule for a different date and/or timeNVC Logistics was advised of the damage by [redacted] HQ on 6/9/17, however, there was no one available right away from the Claims Department to initiate review as it was after office hoursUpon return to office 6/12/17, the issue and photos were addressed and forwarded immediately for review to our local officeNVC’s Claims Department reached out to the consignee soon after to obtain their story of what happened during their deliveryDuring this conversation on 6/12/with the consignee, NVC was advised, “when the delivery team was removing the old mattress down the stairs, their old mattress had some sort of heavy duty hooks which in turn claimed to have caused damage to or so stair noses.” Consignee additionally advised the stairs were fairly newWhen question if the delivery team was aware of the damage, NVC was advised by Mrs [redacted] that she did not have her glasses on so she did not spot the damage so the men were not advised; the delivery was also rushed as she needed to return to her dentist appointmentNVC’s Claims Department requested to obtain additional photos for further review of all the claimed stair damage and condition of stairs in generalThe consignee advised that she would not be able to as she had some Walnut stain and had already covered up the damages and the camera would not capture the damages at this pointThe consignee followed through with NVC’s standard procedures for property damage claims, and the Claims Department received all required paperwork by 8/15/When the local office responded to NVC Claim’s Department’s inquiry of the delivery, the delivery team advised they did not see damage, they did not drag the old mattress down the stairs, and the proof of delivery was signed clear of any issuesIn the location the consignee is asked to sign, the statement reads, “Please inspect your product(s) and residence upon completion of deliveryBy signing below, you agree that: 1) the delivery team has fully performed the services described above; 2) the product(s) are in satisfactory condition and there is no damage to the product(s) or your residenceAny exceptions (exDamage) must be noted in writing in the Exception Notes area above.” At no point was the consignee advised, by [redacted] or NVC Logistics, that submitting a claim for the claimed property damage would be a guarantee approvalAfter thorough review, the resolution found was for the claim to be denied as there was no significant proof that matched how the claimed damage was fault of NVC Logistics's delivery team
“The customer and the ‘new’ local office have spoken and this delivery is currently scheduled for 3/17/16. Any monetary compensation is not handled by NVC directly to the consignee. Any monetary requests will need to be addressed through [redacted] ***
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me; however, I am extremely concerned about a definitive date for release of the check, by NVC
Regards,
*** ***
All statements in this rebuttal by Ms*** have been previously addressed in all responses by NVC LogisticsThere is no additional supporting proof that has been supplied to NVC Logistics to re-open this claimNVC Logistics stands by their declination of this claim
We are aware of this current situation and have been in contact with [redacted]. This order is a remote location in which the consignee is 4.5 hours from the office in which the treadmill is currently. We first contacted the consignee on 2/9/16 which is the actual day this unit arrived on dock....
Our local office received an email on 2/11/16 inquiring as to the status of delivery to which our local office responded via phone on the same day and scheduled for 2/16/16. This delivery was not attempted on 2/16/16 due to major snow and icy conditions, preventing all deliveries from going forward that day. This local office does not go to Vermont on a regular basis since, as previously stated, it is 4.5 hours away. We are recently in receipt of approval from [redacted] to ship this product to another location to handle. This local office is aware of the situation at hand and are ready to perform the delivery when scheduled with the consignee. While this will continue to put further delay on delivery, action is being taken internally by NVC to expedite this delivery.
Complaint: [redacted]
I have continually rejected this response because I provided reasonable proof. This company call at the time of the damage, acknowledged it and promised to take care of it. Their tactic is to allow enough time to pass and hope I move on, but I'm not. The drivers caused this damage and this company needs to cover the damage.The next step should be that they pay my claim.
Regards,
[redacted]
NVC Logistics cannot confirm or deny whether this delivery was attempted to be rescheduled. Our local office in Alexandria, VA contacted the [redacted] residence on 6/6/17 and scheduled delivery for 6/8/17. There is no notation of request to schedule for a different date and/or time. NVC Logistics...
was advised of the damage by [redacted] HQ on 6/9/17, however, there was no one available right away from the Claims Department to initiate review as it was after office hours. Upon return to office 6/12/17, the issue and photos were addressed and forwarded immediately for review to our local office. NVC’s Claims Department reached out to the consignee soon after to obtain their story of what happened during their delivery. During this conversation on 6/12/17 with the consignee, NVC was advised, “when the delivery team was removing the old mattress down the stairs, their old mattress had some sort of heavy duty hooks which in turn claimed to have caused damage to 8 or so stair noses.” Consignee additionally advised the stairs were fairly new. When question if the delivery team was aware of the damage, NVC was advised by Mrs. [redacted] that she did not have her glasses on so she did not spot the damage so the men were not advised; the delivery was also rushed as she needed to return to her dentist appointment. NVC’s Claims Department requested to obtain additional photos for further review of all the claimed stair damage and condition of stairs in general. The consignee advised that she would not be able to as she had some Walnut stain and had already covered up the damages and the camera would not capture the damages at this point. The consignee followed through with NVC’s standard procedures for property damage claims, and the Claims Department received all required paperwork by 8/15/17. When the local office responded to NVC Claim’s Department’s inquiry of the delivery, the delivery team advised they did not see damage, they did not drag the old mattress down the stairs, and the proof of delivery was signed clear of any issues. In the location the consignee is asked to sign, the statement reads, “Please inspect your product(s) and residence upon completion of delivery. By signing below, you agree that: 1) the delivery team has fully performed the services described above; 2) the product(s) are in satisfactory condition and there is no damage to the product(s) or your residence. Any exceptions (ex. Damage) must be noted in writing in the Exception Notes area above.” At no point was the consignee advised, by [redacted] or NVC Logistics, that submitting a claim for the claimed property damage would be a guarantee approval. After thorough review, the resolution found was for the claim to be denied as there was no significant proof that matched how the claimed damage was fault of NVC Logistics's delivery team.
Complaint: [redacted]
I am rejecting this response because:The the damage was reported immediately and photos were provided. In addition, NVC Logistics contacted me immediately to apologize after [redacted] notified them same day. I was advised by both [redacted] and NVC Logistics that they would cover the damage that was caused by the older mattress being dragged down the steps.NVC Logistics needs to pay for the damage they caused. No one else caused this damage. They were the only ones who dragged the old mattress down the stairs. They need to honor this claims to repair the damaged they cause. While it the drivers did not do this intentionally, it did happen as a result of them not lifting the mattress up. The gashes just did not happen themselves.Respectfully please encourage them to pay for the damage they caused. This is not the way you treat customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: of their poor business practices and lying. They never contacted to set up a delivery date, I had to call them. They agreed on 2/16 as date of delivery. They never said "you are too far away, we wont deliver there". Then when that day came, there was not a "major snowstorm". There was a couple inches of snow, followed by rain (not freezing rain) which melted that snow and the temp of the day was 48 degrees. They did not show up, call or email me and I lost a days pay as I stayed home from work to be there to accept this item being delivered and set up. When I called that evening to find out where my machine was as it was not at my house, the girl there said she tried to call and email me to say they were not coming but there was nothing in my email, inbox, spam, or junk so they never emailed me to let me know this. She also said she would call me by 800 pm and let me know a different date of delivery. She never called then and I have heard nothing from NVC in regards to my purchased item. They also say that they are aware of the situation and are doing everything to expedite. I have had to call Nordic track several times to make them aware that this item was never delivered and as if 2/29, Jack from [redacted] sent them on nine separate occasion notice that they needed to contact me and set up a date of delivery. Which they never did. They were hired to deliver this item and not all deliveries are going to be "in their back yard". If they had no intention of delivering this, a little honesty goes a long way. I do want to be reimbursed for my day of lost pay waiting at home for a delivery that never happened and evidently was not going to happen because I live oh so far away. I also was told this item would be at my house within two weeks of date of purchase and because of NVC dragging their heels it has been in their custody for three weeks now. I also want to be reimbursed for all time I have spent on the phone with [redacted], at least a dozen phone calls in the past month, trying to find out where my machine is, why it is not being delivery. I feel NVC owes me, as I said in my complaint 75$ a day for every day it sat there while nobody did their job since the original date it was to be delivered. I believe I am entitled to something for the frustration/aggravation because their lack of communication and disregard of the customer, not to mention all my time spent trying to track this issue down and my day of lost pay waiting for nothing. I believe $1200.00 is a reasonable fair amount to be asking for
Regards,
[redacted]
Please be advised this claim has been approved and the customer is in receipt of a Release of Claim for execution. Once I am in receipt of this, I will forward to our Finance Dept and they will issue a check the next cycle.
“The customer and the ‘new’ local office have spoken and this delivery is currently scheduled for 3/17/16. Any monetary compensation is not handled by NVC directly to the consignee. Any monetary requests will need to be addressed through [redacted]