AIT Worldwide Logistics Inc.

Initial Business Response /* (1000, 6, 2015/08/26) */
Contact Name and Title: *** ***
***, we apologize for the service you received from AITAs a global logistics company, we take great pride in providing the optimum customer experienceWhen shipping over 200,residential delivery
shipments since January 1st, we do realize that not every shipment can be perfect and we admit fault with your delivery
In reviewing the shipment notes, it shows assembly was completed on 8/Exercise bike was delivered on July 20thRequested delivery instructions from EBAY on 7/and received on 7/Two weeks to get assembly completed
The timeline of this shipment is concerningFreight picked up on 6/almost two months to completeIt does appear that the consignee was working with ***'s to get assembly for a period of time
The hawb is was originally setup as a threshold delivery when tendered to AITWhen the consumers return asking for different service than initially requested, in this case the assembly service from EBAY, AIT needed authorization to change, which took a weekTherefore assembly instructions, which were not provided, needed to be obtained for the threshold delivery
The time from pickup to assembly was excessive but not completely the fault of AIT
The assembly timeline took from 8/to 8/to arrange the assembly company to go out and complete the taskThere was delayed response time back from AIT's customer and following up with our customerThis happened because the company never assembled a bikeThe rates were also not in place with this companyThe next steps caused the delay:
Quote the assembly
Instructions to assemble the bike from the customer
Corrective action has taken place and the response time has been addressed with the residential delivery service team, especially since two separate employees were in direct communications with the consumer
The situation when *** spoke to an AIT employee for the verbal communications, without call back, has also been addressedSince receiving the Revdex.com complaint the assembly was completed by the assembly company on 8/

***, I do apologize that you had to submit a complaint and for the delayed responseThe Revdex.com updated their website process and my notifications were sent into spamI have now retrieved and will submit a formal responseTo assist with the discovery with the operations team members, what is the
shipment or HAWB number pertaining to the shipment? This detail will be helpful in researching what happened during the shipment

I am rejecting this response because AIT is saying they won't come get the damaged...

television and Newegg is saying AIT won't come pick it up.  AIT says they don't turn on tv but I was suppose to be clairvoyant and know that the tv was damaged.  AIT needs to get in touch with Newegg to reslove this issue.  I am going to file a claim against Newegg for deceptive business practices.  Both compaines are imcompetent and the customer service is horrible.   I am attaching emails from Newegg claiming AIT wont come get the television.       
Complaint: 10968322
I am rejecting this response because:
Sincerely,
Cathey Palmer

Complaint: [redacted]
I am rejecting this response because: As I indicated to [redacted], with whom I just got off the phone a few minutes ago, the delivery of MY scooter was once again held up. I was told by someone at AIT that when someone was putting my scooter together, a part was cracked and the scooter will have to be replaced. I want to know why AIT failed to tell me this last week.  There's no way they would have put it together just this morning, given they have other customers to deliver to also. AIT has dropped the ball on this big time.....so they have the nerve to complain they had trouble reaching me?  That may have been true at first, given my cell phone was giving me issues, but once that was resolved I was able to speak with someone in theif office who told me that last Tuesday I would get a call for delivery last Wednesday.  Then suddendly they told me that because they couldn't reach me, the delivery had to be rescheduled for THIS week.  Seriously? When I spoke with a woman at AIT over a week ago (who they never identified, btw), she knew I was ok with Wednesday delivery last week.  What AIT should have done next - even if I couldn't take the call right away - was leave me a message confirming the four-hour window she referred to.  Instead, they decided to cancel for no good reason. And now my scooter is broken and has to be re-ordered.  How convenient for them! I want AIT to specify how this happened.  Did one of their employees break it? Or was it an [redacted] employee? How did it happen? If it was deliberate I intend to press charges. I want an EXACT REPLACEMENT - including color, specs, etc - to be rushed here. And if possible, I want a medical supply company to handle the delivery, as apparently AIT and [redacted] just don't know what they are doing. Thanks to AIT, [redacted] and [redacted], this three-ring circus is going non-stop.  I am beyond furious....I spent nearly two grand on this scooter and I do have rights! I want this fixed NOW.
Sincerely,
[redacted]

Accept my apologies for a tardy response, the Revdex.com updated their online systems and email notifications, which were sent into my spam inbox. Our operations team is researching to determine the details of this shipment.

Thank
you for allowing AIT to assist by locating your shipment shipment. Our
Residential Delivery management team has found your shipment with our
transportation partner JP Hall Express and has escalated the issue. Jarad will
be receiving an immediate call from AIT’s partner for delivery. AIT...

has
recommended to our partner that Jarad’s TV is delivered by this coming weekend.

This complaint is in response to Ms. [redacted] of Central Square, NY, pending delivery of her [redacted] Scooter.  AIT Worldwide Logistics is the Third-Party transportation company in charge of the White Glove Delivery program for [redacted] (the manufacturer of the scooter in...

question).  We ask for you to review the below timeline in regards to the number of attempts made to contact Ms. [redacted] to schedule this delivery.  AIT’s commitment to the manufacturer is to deliver within 10 business days of AIT receiving the goods to ship. This of course varies depending on the ability to contact the end user and schedule a mutually agreed upon 4 hour delivery window. In this case, Central Square, NY is a Wednesday delivery point for our final mile team ([redacted] Moving and Storage) departing Syracuse, NY.  As the transportation provider, the payment of the scooter includes shipping charges, which is the only aspect of the dollar amount specified by the consumer that AIT is being paid for in this complaint. As a logistics company, AIT operates without products on our dock.  The shipment is currently scheduled currently for Monday, November 20, two days ahead of being reschedule. To expedite, AIT is absorbing additional transportation costs to meet the delivery window, not being charged to Ms. [redacted].  Time Line:Shipment Info sent to AIT: 11/6Shipment picked up (From Pennsylvania): 11/6Shipment departed Pennsylvania: 11/6Shipment arrived Syracuse, NY: 11/7First unanswered call to Ms. [redacted]: 11/8 (inability to leave voicemail, mailbox full)Second unanswered call to Ms. [redacted]: 11/9 (inability to leave message, mailbox full)Third unanswered call to Ms. [redacted]: 11/10 – left message – no call backFourth unanswered call to Ms. [redacted]: 11/13 – left message Message stated we are calling to attempt to schedule a delivery for this Wednesday, 11/15. We need call back prior ASAP to scheduleMs. [redacted] finally called back, however, not in time to receive an appointment on 11/15.Complaint Registered: 11/14 I have included a link to our website for you to track this information - AIT Worldwide Logistics - Tracking - The tracking/reference number is [redacted].  As you can see, AIT and our final mile partner, [redacted] Moving and Storage, have made multiple failed attempts to reach Ms. [redacted]. It is extremely important as a transportation provider we make contact and schedule appointments especially with a residential/home delivery that requires inside/unpack/remove debris/assembly and tutorial on how to use.  To again reference, the delivery is rescheduled for Monday, November 20.

[redacted]I see your response and I am working with the AIT operations and sales staff to expedite a response to you. On 1/18/2016, 1:44 pm, CST, I reached out to your email address in effort to obtain the emails from AIT that we "will not pick up your TV." These emails will assist me by locating the correct personal internally to escalate this situation. If you can send me the emails, I will move quickly with the ops and sales teams. Send to this email address: [redacted], here is the email from yesterday: [redacted] Good afternoon, I would like to apologize for the lengthy conversation between our company and you on the Revdex.com website. I would like to expedite a comprehensive response for you and would like very much if you can send me the documentation from our customer Newegg.  It is my intent to use your detailed information to ignite a unified action plan between the sales and operations staff management teams. I hope you don’t mind that I am reaching out to you directly with the attempt to supply you with a detailed response, rather a back-and-forth conversation on the website.  I appreciate your time and effort to supply my marketing team with this documentation to inform our account agents about your personal situation that requires an immediate resolution.   This morning, I have contacted the Revdex.com in Chicago at 8:36 am and they confirmed, there are no attachments with your response. In addition, I have also started the conversation with the sales and operations teams about the response and emails that you have from AIT.