A I M Distributing

I am responding to complaints from [redacted] regarding his response.Once again, I am responding that [redacted] on his last visit before [redacted] came to the store was told that the coffee was not selling and that we needed to remove the machine The person on duty (not [redacted] as he was not in the store) was told that when we remove the coffee, we would also be required to remove the slush machine as well If the person on duty had communicated this to ***, this should not have been a surprise I am not responsible for the person in the store communicating what was communicated and regret that his staff at the time did not inform himDue to a route change, our route driver [redacted] was informed of the lack of sales and that it was necessary to pick up the equipment We were not made aware of the fact that the person in the store did not communicate that we would be retrieving the equipment In regards to a conversation with Jason Smith, Jason Smith has not been an employee for a number of months and [redacted] 's has been dealing with other AIM Distributing staff since that timeJason is not a factor regarding this issue This is an issue that since January we had only sold $in product to [redacted] s and we credited $ There was very little product being sold at all and the agreement signed by [redacted] agreed to a minimum per drop order that had not been met all year And it is possible that [redacted] would only buy what our route driver recommended, but when you are not selling what we initially installed, we cannot recommend purchasing more as it is not fair to [redacted] and we do not believe in loading the customer with excess product[redacted] is correct that his credit check he received did not include the credit for the slush I was not aware of this until I saw ***'s rebuttal What I can tell you is that initially when this occurred, I immediately contacted our office to issue a check immediately The credit required adjustment as we determined that [redacted] had neglected to issue credit for bottles of slush ( [redacted] said it was 12), so I had [redacted] correct the credit (and make sure it was for instead of the 11) and submit it, which I forwarded to [redacted] to let him know it had been corrected Because I asked for us to rush the original check, I did not realize that our office only had the first credit and not the corrected credit As soon as I read ***'s response, I immediately called the office and informed them to cut a check for the difference on the credit that was still owed and that was immediately sent out That documentation is attached above We rushed to get [redacted] his money- and I apologize that it was for the wrong amount, but we tried to get [redacted] his credit check as fast as we could.I spoke with [redacted] about the credit and he was sure that he had credited it but he was very nervous and uncomfortable with the staff and ***'s heated phone call and he was attempting to get out as quickly as possible [redacted] did not steal slush and it is not company policy to take product out of the store that is owned by the store [redacted] also informed me that he checked everything out with the person on staff with what he was taking, so I am surprised that the person on duty did not catch the missing slush credit as well I will also add that we do not guarantee our product if it has been opened from the original case, and we have a 20% restocking fee I waived both of those rules to make sure that [redacted] received full credit[redacted] has repeated complained that no one contacted him and it is true that I did not because of his very heated voice mail which I have and am happy to share, but his voice mail clearly stated that a return call was not necessary Regardless, our Vice President, [redacted] made several phone call attempts to [redacted] to discuss this issue and has yet to have a returned callI regret that [redacted] was not informed by his staff that when we were asked to pick up the coffee equipment that we would be required to pick up the slush machine Knowing that the staff on duty did not communicate this to [redacted] in unfortunate and had we known it had not been communicated to him by his staff employee, we would have called [redacted] to let him know AIM Distributing has taken the following steps to try and resolve this issue with ***:The store was informed of the intent to pull the equipment We recognize that based on ***'s feedback had not been communicated to himThis is unfortunate and we regret it was not communicated to him but it was communicated at the storeCredit was issued beyond company policy to make sure that although it was necessary to stop conducting business with [redacted] 's that we made every attempt to quickly get [redacted] a credit check for the product that was picked up at store levelIt is unfortunate that the check issued was incorrect, but that was due to expediting it as quickly as possibleThe store did not purchase the minimum required purchases per month on the signed contract by [redacted] when the equipment was installed The agreement states that the customer agrees to purchase $per month of coffee and $per month of Slush This has not occurred since January of [redacted] 's has had an ample amount of time to purchase the minimum requirements in order to have equipment supplied to them [redacted] attempted to contact [redacted] and has never received a return phone callWe have indeed made an attempt to discuss this with [redacted] and he has elected to not answer or return our calls.AIM regrets that we could not continue a business relationship, but AIM has went above and beyond to do more than was company policy to make this as comfortable with everyone AIM has received very heated voicemails, heated e-mails and threats to have people arrested as well as threats to post about our company on all kinds of Social Media At this time, we would like to close this case and move forward We do not have any ill will towards [redacted] 's Grocery and wish them the best We have made every attempt to get them taken care of fairly and because of our speed to get them taken care of, there were several corrections necessary on our part, but we have worked hard to correct them as quickly as possibleIf [redacted] would have answered his phone or returned Matt's call and told us of the credit error- he would have received it much sooner than he is now

[redacted] was provided slush, coffee and nacho equipment with a signed agreement that they would purchase a set amount of product each month in order to have use of Equipment supplied by AIM Distributing On February 22, 2017, [redacted] received a delivery in the amount of $ On the next delivery date, March 22, 2017, the store would not purchase product because they were not selling enough to deliver more product The route driver at that time, [redacted] was told by the person in charge of the store that day that they wanted the coffee picked up due to lack of sales but wanted to maintain the slush machine [redacted] informed the person in charge that day that when the coffee machine would be pulled it would be necessary to pull all equipment including the slush machine I do not know if that was communicated to [redacted] by the person in charge, but [redacted] did inform me that [redacted] came in the store before [redacted] left that dayOn May 17th, with a new route person, [redacted] was informed that it would be necessary to retrieve the equipment and close out the account [redacted] went in to the account and told the person in the store that he was to retrieve the equipment The store requested credit for outdated product and for inventory in the store It is company policy to offer a pick up and credit on full cases with a 20% restocking fee [redacted] called me and said they were requesting credit on product credit outside of our guidelines He also explained that [redacted] was very rude and speaking badly to him (by phone) and he informed him that he was just doing as he was told and was polite to *** I authorized [redacted] to issue credit on product outside of our company guidelines in an attempt to smooth things over I later received a voice mail from [redacted] which was very mean spirited and threatened to notify all kinds of organizations and social media how unprofessional we were and he would notify the Revdex.com as well as have [redacted] arrested for stealing productIn his voice mail to me, he said it was not necessary to call him back Because of the hostility I received on the voicemail, I felt it better not to return his call and stir things further I did not want to call someone that was very heated as I felt that would only make it worse and I felt his voicemail was venting his displeasure [redacted] was extremely upset as he was being given a rough time from the staff at the store as well as speaking to [redacted] over the phone He issued credit and checked the credit with the person on staff After reviewing the credit, I found that bottles of slush he had picked up were not credited and after being copied on a e-mail to Russ Warner, the company president, I immediately called [redacted] and discussed with him He said he had issued credit, but it did not show up on the credit invoice I immediately had him issue full cases (bottles- because that is what [redacted] told us he picked up when picking up the equipment.) [redacted] expressed how upset he was that no one was calling him back and that [redacted] had stolen product from his store and he intended to have [redacted] arrested if he did not receive his credit the morning of 5/by 9:00am I did not receive this message until approximately 10:30am central time ( [redacted] is on Eastern time) and I immediately called ***, got the credit issue addressed and corrected and e-mailed the credit that included the slush at 9:52am central timeThis credit was in the amount of $334.80- meaning that there were virtually no product sales at that location since January 1st, I forwarded two e-mails Initially I had intended to issue two credits, however, it was easier to correct the first credit copy and it was e-mailed to [redacted] at that time.I also informed [redacted] by e-mail as follows:"***,I wanted to follow up with you regarding our current situation I will forward to you two credit invoices- one for all product except slush The second invoice reflects the credit on slush Checks for these credits are being mailed to your store next week I apologize that you did not receive the second credit for slush and I can assure you it is not our policy to remove product from a store unless credit is issued I am currently out of the office so I am unable to attach credits to this email but I will forward the credits to your attention under separate email.I did not originally call you back as your voice mail said it was not necessary I am sorry you were not given both credits but I can assure you they are both being processed for payment back to you Sincerely, [redacted] Immediately I followed with the corrected credit and told him that we would issue a check the following week for the product credit and it would be put in the mail to him On 5/the check was cut and was placed in the mail to the address of [redacted] It was mailed the next day

Complaint: ***
I am rejecting this response because: I concur I was heated in conversation on the voicemail considering we had no warning the Alligator Company was going to walk into the store and begin removing equipment/productThe situation made my store manager very uncomfortable and she felt threatened without knowing what what initiated this process As a business to business customer, I truly felt we deserved at least a twenty four hours notice.I called and spoke with our previous sales rep from Alligator Ice, *** ***Mr*** started the account with ***'s and we had a great ongoing business relationshipMr*** also stated to me while he worked with Alligator, they never pulled or removed equipment/product from a store without giving the store a two to four week noticeWhen Mr*** setup our account, I made him add to the bottom of our contract that equipment would never be removed without at least a two week's notice and its initialized by him(Copy Attached)Further, I need to make a correction to Mr***s suggestion that he credited the store $This is not true! We have received a credit via check of $The product in question was removed from the store without a credited document stating we would receive monies from what I now consider "stolen product." I placed several calls to Ron Jones and he never answered nor returned my callDue to the suspicion of no response, that's when we contacted the Sheriff's Department to file a report.
Sincerely,
*** ***

[redacted] was provided slush, coffee and nacho equipment with a signed agreement that they would purchase a set amount of product each month in order to have use of Equipment supplied by AIM Distributing.  On February 22, 2017, [redacted] received a delivery in the...

amount of $361.15.  On the next delivery date, March 22, 2017, the store would not purchase product because they were not selling enough to deliver more product.  The route driver at that time, [redacted] was told by the person in charge of the store that day that they wanted the coffee picked up due to lack of sales but wanted to maintain the slush machine.  [redacted] informed the person in charge that day that when the coffee machine would be pulled it would be necessary to pull all equipment including the slush machine.  I do not know if that was communicated to [redacted] by the person in charge, but [redacted] did inform me that [redacted] came in the store before [redacted] left that day. On May 17th, with a new route person, [redacted] was informed that it would be necessary to retrieve the equipment and close out the account.  [redacted] went in to the account and told the person in the store that he was to retrieve the equipment.  The store requested credit for outdated product and for inventory in the store.  It is company policy to offer a pick up and credit on full cases with a 20% restocking fee.  [redacted] called me and said they were requesting credit on product credit outside of our guidelines.  He also explained that [redacted] was very rude and speaking badly to him (by phone) and he informed him that he was just doing as he was told and was polite to [redacted].  I authorized [redacted] to issue credit on product outside of our company guidelines in an attempt to smooth things over.  I later received a voice mail from [redacted] which was very mean spirited and threatened to notify all kinds of organizations and social media how unprofessional we were and he would notify the Revdex.com as well as have [redacted] arrested for stealing product. In his voice mail to me, he said it was not necessary to call him back.  Because of the hostility I received on the voicemail, I felt it better not to return his call and stir things further.  I did not want to call someone that was very heated as I felt that would only make it worse and I felt his voicemail was venting his displeasure. [redacted] was extremely upset as he was being given a rough time from the staff at the store as well as speaking to [redacted] over the phone.  He issued credit and checked the credit with the person on staff.  After reviewing the credit, I found that 11 bottles of slush he had picked up were not credited and after being copied on a e-mail to Russ Warner, the company president, I immediately called [redacted] and discussed with him.  He said he had issued credit, but it did not show up on the credit invoice.  I immediately had him issue 2 full cases (12 bottles- because that is what [redacted] told us he picked up when picking up the equipment.)   [redacted] expressed how upset he was that no one was calling him back and that [redacted] had stolen product from his store and he intended to have [redacted] arrested if he did not receive his credit the morning of 5/19 by 9:00am.  I did not receive this message until approximately 10:30am central time ([redacted] is on Eastern time) and I immediately called [redacted], got the credit issue addressed and corrected and e-mailed the credit that included the slush at 9:52am central time. This credit was in the amount of $334.80- meaning that there were virtually no product sales at that location since January 1st, 2017. I forwarded two e-mails.  Initially I had intended to issue two credits, however, it was easier to correct the first credit copy and it was e-mailed to [redacted] at that time.I also informed [redacted] by e-mail as follows:"[redacted],I wanted to follow up with you regarding our current situation.  I will forward to you two credit invoices- one for all product except slush.  The second invoice reflects the credit on slush.  Checks for these credits are being mailed to your store next week.  I apologize that you did not receive the second credit for slush and I can assure you it is not our policy to remove product from a store unless credit is issued.  I am currently out of the office so I am unable to attach credits to this email but I will forward the credits to your attention under separate email.I did not originally call you back as your voice mail said it was not necessary.  I am sorry you were not given both credits but I can assure you they are both being processed for payment back to you.  Sincerely,[redacted]Immediately I followed with the corrected credit and told him that we would issue a check the following week for the product credit and it would be put in the mail to him.  On 5/22 the check was cut and was placed in the mail to the address of [redacted]. It was mailed the next day.

I am responding to complaints from [redacted] regarding his response.Once again, I am responding that [redacted] on his last visit before [redacted] came to the store was told that the coffee was not selling and that we needed to remove the machine.  The person on duty (not [redacted] as he was not in the store) was told that when we remove the coffee, we would also be required to remove the slush machine as well.  If the person on duty had communicated this to [redacted], this should not have been a surprise.  I am not responsible for the person in the store communicating what was communicated and regret that his staff at the time did not inform him. Due to a route change, our route driver [redacted] was informed of the lack of sales and that it was necessary to pick up the equipment.  We were not made aware of the fact that the person in the store did not communicate that we would be retrieving the equipment.  In regards to a conversation with Jason Smith, Jason Smith has not been an employee for a number of months and [redacted]'s has been dealing with other AIM Distributing staff since that time. Jason is not a factor regarding this issue.  This is an issue that since January we had only sold $361 in product to [redacted]s and we credited $334.80.  There was very little product being sold at all and the agreement signed by [redacted] agreed to a minimum per drop order that had not been met all year.  And it is possible that [redacted] would only buy what our route driver recommended, but when you are not selling what we initially installed, we cannot recommend purchasing more as it is not fair to [redacted] and we do not believe in loading the customer with excess product.[redacted] is correct that his credit check he received did not include the credit for the slush.  I was not aware of this until I saw [redacted]'s rebuttal.  What I can tell you is that initially when this occurred, I immediately contacted our office to issue a check immediately.  The credit required adjustment as we determined that [redacted] had neglected to issue credit for 11 bottles of slush ([redacted] said it was 12), so I had [redacted] correct the credit (and make sure it was for 12 instead of the 11) and submit it, which I forwarded to [redacted] to let him know it had been corrected.  Because I asked for us to rush the original check, I did not realize that our office only had the first credit and not the corrected credit.  As soon as I read [redacted]'s response, I immediately called the office and informed them to cut a check for the difference on the credit that was still owed and that was immediately sent out.  That documentation is attached above.  We rushed to get [redacted] his money- and I apologize that it was for the wrong amount, but we tried to get [redacted] his credit check as fast as we could.I spoke with [redacted] about the credit and he was sure that he had credited it but he was very nervous and uncomfortable with the staff and [redacted]'s heated phone call and he was attempting to get out as quickly as possible.  [redacted] did not steal slush and it is not company policy to take product out of the store that is owned by the store.  [redacted] also informed me that he checked everything out with the person on staff with what he was taking, so I am surprised that the person on duty did not catch the missing slush credit as well.  I will also add that we do not guarantee our product if it has been opened from the original case, and we have a 20% restocking fee.  I waived both of those rules to make sure that [redacted] received full credit.[redacted] has repeated complained that no one contacted him and it is true that I did not because of his very heated voice mail which I have and am happy to share, but his voice mail clearly stated that a return call was not necessary.  Regardless, our Vice President, [redacted] made several phone call attempts to [redacted] to discuss this issue and has yet to have a returned call. I regret that [redacted] was not informed by his staff that when we were asked to pick up the coffee equipment that we would be required to pick up the slush machine.  Knowing that the staff on duty did not communicate this to [redacted] in unfortunate and had we known it had not been communicated to him by his staff employee, we would have called [redacted] to let him know.  AIM Distributing has taken the following steps to try and resolve this issue with [redacted]:1. The store was informed of the intent to pull the equipment.  We recognize that based on [redacted]'s feedback had not been communicated to him. This is unfortunate and we regret it was not communicated to him but it was communicated at the store.2. Credit was issued beyond company policy to make sure that although it was necessary to stop conducting business with [redacted]'s that we made every attempt to quickly get [redacted] a credit check for the product that was picked up at store level. It is unfortunate that the check issued was incorrect, but that was due to expediting it as quickly as possible.3. The store did not purchase the minimum required purchases per month on the signed contract by [redacted] when the equipment was installed.  The agreement states that the customer agrees to purchase $400 per month of coffee and $200 per month of Slush.  This has not occurred since January of 2017.  [redacted]'s has had an ample amount of time to purchase the minimum requirements in order to have equipment supplied to them.4. [redacted] attempted to contact [redacted] and has never received a return phone call. We have indeed made an attempt to discuss this with [redacted] and he has elected to not answer or return our calls.AIM regrets that we could not continue a business relationship, but AIM has went above and beyond to do more than was company policy to make this as comfortable with everyone.  AIM has received very heated voicemails, heated e-mails and threats to have people arrested as well as threats to post about our company on all kinds of Social Media.  At this time, we would like to close this case and move forward.  We do not have any ill will towards [redacted]'s Grocery and wish them the best.  We have made every attempt to get them taken care of fairly and because of our speed to get them taken care of, there were several corrections necessary on our part, but we have worked hard to correct them as quickly as possible. If [redacted] would have answered his phone or returned Matt's call and told us of the credit error- he would have received it much sooner than he is now.