Brockschmidt & Coleman, LLC

Thank you for the opportunity to address this complaintWhen originally arranging pickup of the items, we requested that [redacted] notify us of the date and time of the pickup so that we could make certain that someone could meet the driverWe sent an email to [redacted] on 10/ [redacted] stating that the building was a residential apartment building, and giving the hours when the service elevator is operatingTherefore the [redacted] office was aware of this information, although it may not have been passed along to their driverNo one at [redacted] contacted our office to schedule the pickup until the driver had already showed up at the address on 10/ [redacted] after elevator hours and when no one was home to meet himIf we had had advanced notice, we could have confirmed the hours with the driver and met him thereOn 10/ [redacted] after the first missed pickup, the driver advised us that he could still pick up the items on 10/ [redacted] or 6:52:PM

Thank you for the opportunity to address this complaintWhen originally arranging pickup of the items, we requested that *** notify us of the date and time of the pickup so that we could make certain that someone could meet the driverWe sent an email to *** on 10/* stating that the
building was a residential apartment building, and giving the hours when the service elevator is operatingTherefore the *** office was aware of this information, although it may not have been passed along to their driverNo one at *** contacted our office to schedule the pickup until the driver had already showed up at the address on 10/** after elevator hours and when no one was home to meet himIf we had had advanced notice, we could have confirmed the hours with the driver and met him thereOn 10/** after the first missed pickup, the driver advised us that he could still pick up the items on 10/** or 10/**However, he did not do soOne piece, a coffee table, needed to be delivered to our jobsite in time for our installation deadline at the very end of OctoberSince the table was not picked up until the middle of the next week on 10/**, *** suggested shipping the table via *** in order for it to be delivered by the deadlineThe coffee table was wrapped and packaged for shipment by ***, who arranged the *** deliveryOur office agreed upon the price and requested full insurance on the piece via emailWhen the table arrived at our jobsite in November we saw that the top had been damagedWe accepted the piece, but photographed the damage and noted the damage on the *** bill of ladingAfter we returned to our office from the jobsite installation in early November we attempted to find a furniture workroom in the delivery area who could repair the table a reasonable priceLater in November when *** contacted us by email to inquire about payment of their delivery invoice, we advised them of the damage to the table and our attempts at organizing the repairWe also emailed photos of the damage and advised them that we had noted the damage on the bill of lading*** stated in an email on 12/* that they were filing a claim for the damage with ***, but we have heard no further word of thisWe told *** more than once that we would pay their invoice minus the cost to repair the table, and that we were working on confirming the price for the repair before remitting paymentShortly after the December email exchange, our furniture repair source fell through, and we continued to try to locate a suitable repair person in the entire region, which has proven difficultWe kept *** abreast of this process, and reiterated with each communication that we would pay the balance due less the repair cost, once we had confirmed the amountDuring the entire process of scheduling the pickups and deliveries from start to finish, it was extremely difficult to communicate with ***We have copious records of emails in which we request confirmation of date and time for pickup and delivery, but to which no one at *** ever respondedWe also tried reaching the company by telephone several times each dayHowever, the only number listed in their records was infrequently answered, and when it was, the person in ***’s office always advised us that only the business owner, Justin ***, could answer questions or confirm scheduling details for us, but that he was out of town and not reachableAt one point after several panicked emails on our part, Justin *** did telephone meDuring that conversation he stated that his business model is to not provide telephone customer service, but to handle all customer interactions via emailThis creates a frustrating situation because emails are not promptly answered and there is no way to reach anyone by telephoneFinally, *** did not provide, nor did we accept the terms of, a contractOur only agreement is to the quoted price, via an email exchange in which we also requested full insurance for the shipmentIn the absence of a contract we have been trying our best to resolve this dispute in a fair and professional mannerHowever, *** *** has threatened to contact our clients and professional colleagues to air his grievances and to begin collection proceedings against our officeWe feel that we have no choice but to remit the payment to *** even though the table repair has not been resolvedI trust that this case will be closed at this point, but if not, we are ready and willing to share our extremely detailed records of this transaction to show that we have acted in good faith to organize the shipment of the pieces, the repair of the damaged table, and payment of ***'s invoiceSent on: 1/**/6:52:PM

Thank you for the opportunity to address this complaint. 1. When originally arranging pickup of the items, we requested that [redacted] notify us of the date and time of the pickup so that we could make certain that someone could...

meet the driver. We sent an email to [redacted] on 10/* stating that the building was a residential apartment building, and giving the hours when the service elevator is operating. Therefore the [redacted] office was aware of this information, although it may not have been passed along to their driver. 2. No one at [redacted] contacted our office to schedule the pickup until the driver had already showed up at the address on 10/** after elevator hours and when no one was home to meet him. If we had had advanced notice, we could have confirmed the hours with the driver and met him there. 3. On 10/** after the first missed pickup, the driver advised us that he could still pick up the items on 10/** or 10/**. However, he did not do so. One piece, a coffee table, needed to be delivered to our jobsite in time for our installation deadline at the very end of October. Since the table was not picked up until the middle of the next week on 10/**, [redacted] suggested shipping the table via [redacted] in order for it to be delivered by the deadline. 4. The coffee table was wrapped and packaged for shipment by [redacted], who arranged the [redacted] delivery. Our office agreed upon the price and requested full insurance on the piece via email. When the table arrived at our jobsite in November we saw that the top had been damaged. We accepted the piece, but photographed the damage and noted the damage on the [redacted] bill of lading. 5. After we returned to our office from the jobsite installation in early November we attempted to find a furniture workroom in the delivery area who could repair the table a reasonable price. Later in November when [redacted] contacted us by email to inquire about payment of their delivery invoice, we advised them of the damage to the table and our attempts at organizing the repair. We also emailed photos of the damage and advised them that we had noted the damage on the bill of lading. [redacted] stated in an email on 12/* that they were filing a claim for the damage with [redacted], but we have heard no further word of this. We told [redacted] more than once that we would pay their invoice minus the cost to repair the table, and that we were working on confirming the price for the repair before remitting payment. 6. Shortly after the December email exchange, our furniture repair source fell through, and we continued to try to locate a suitable repair person in the entire region, which has proven difficult. We kept [redacted] abreast of this process, and reiterated with each communication that we would pay the balance due less the repair cost, once we had confirmed the amount. 7. During the entire process of scheduling the pickups and deliveries from start to finish, it was extremely difficult to communicate with [redacted]. We have copious records of emails in which we request confirmation of date and time for pickup and delivery, but to which no one at [redacted] ever responded. We also tried reaching the company by telephone several times each day. However, the only number listed in their records was infrequently answered, and when it was, the person in [redacted]’s office always advised us that only the business owner, Justin [redacted], could answer questions or confirm scheduling details for us, but that he was out of town and not reachable. 8. At one point after several panicked emails on our part, Justin [redacted] did telephone me. During that conversation he stated that his business model is to not provide telephone customer service, but to handle all customer interactions via email. This creates a frustrating situation because emails are not promptly answered and there is no way to reach anyone by telephone. 9. Finally, [redacted] did not provide, nor did we accept the terms of, a contract. Our only agreement is to the quoted price, via an email exchange in which we also requested full insurance for the shipment. In the absence of a contract we have been trying our best to resolve this dispute in a fair and professional manner. However, [redacted] has threatened to contact our clients and professional colleagues to air his grievances and to begin collection proceedings against our office. We feel that we have no choice but to remit the payment to [redacted] even though the table repair has not been resolved. I trust that this case will be closed at this point, but if not, we are ready and willing to share our extremely detailed records of this transaction to show that we have acted in good faith to organize the shipment of the pieces, the repair of the damaged table, and payment of [redacted]'s invoice. Sent on: 1/**/2016 6:52:24 PM