Bruno's Country Club, LLC

Dear Revdex.com,
Thank you for
bringing this to my attention and for the opportunity to provide the following
response and supporting time line
AIReS provides
relocation services for Mr[redacted] as directed by his employer. His employer provides his relocation policy
to
AIReS to follow and administer.
Here is the
timeline for Mr[redacted]'s relocation:
3/6/Mr
[redacted] was transferred his job and started work at his new location (not communicated
to AIReS) AIReS had not been notified
that Mr[redacted] was relocating and had not received the move authorization
3/28/Mr
[redacted]'s first expense was submitted to AIReSAIReS reached out to his employer for
authorization of Mr[redacted]'s relocation
4/7/His
employer notified AIReS of his move, provided a move authorization, and we
contacted him on the same day, at which time AIReS counseled him that his
company allows 7-business days to audit a submitted expense and that we just
received the relocation authorization from his company
4/20/AIReS
introduced a new contact Michael Young, to assist Mr[redacted] with his
relocation as a direct result of Mr[redacted]'s request. He noted that he was not happy with the expense
processing timeMichael Y[redacted] at AIReS provided updates to Mr[redacted]
regarding the outstanding expense status
4/26/Mr[redacted]
submitted an expense to AIReS for a home-hunting trip
5/4/– AIReS
contacted Mr[redacted] and apologized for the delay and advised him expenses
could take up to days. AIReS questioned the home hunting trip expenses
and the timing of Home Hunting Trip
versus the Final Trip expenses because that affects how trips are coded for tax
purposes
5/4/– Mr[redacted]
advised to AIReS that he started work 3/6/and this later became his Final
Trip per former AIReS counselingHis Home Huntin Trip was the week of 4/21/
when his wife joined him to find an apartmentMr[redacted] wasn't
sure when the household goods move would take place so took he the home hunting
trip at that timeMr[redacted] stated that the former AIReS contact told him
this was acceptable
5/22/– AIReS submitted expense to his employer for
approval
5/23/– AIReS was advised that Mr[redacted] would not be
eligible for home hunting trip lodging since he was already in temporary
housing
5/26/Email was sent to Mr[redacted] advising that his
home hunting trip expense was audited, and the result was to deny charges
6/9/– AIReS contacted Mr[redacted] with a summary of
expenses that we not approved and explanations whyMr[redacted] responded in
email stating his reasons contradicted what former AIReS contact told him
He went on to say "Nowhere in the
agreement is there any mention of the order in which the different aspects of
the relocation package MUST be taken. Nowhere does the agreement indicate
that once Temporary Living expenses were engaged, all lodging would be
classified as Temporary Living. This has the appearance of additional
requirements, neither written into the agreement nor provided subsequent to the
agreement being executed, for the sole purposed of avoiding valid expenses
otherwise described in the relocation package as covered expenses
In fact I was told by the
previous account manager that I had up to a year to take advantage of the home
sale and house hunting portions of the relocation package since my home was in
the process of being rebuilt after it was destroyed in Hurricane Sandy.
Having this explanation, we decided to use the house hunting trip to find an
apartment for me before the Temporary Living provision ran out since
construction on our home may not be completed within a year. Now the
story has changedOr did she think I was not going use Temporary Living for a
year? The fact is this was discussed and incorrect information was
provided by the AIReS account manager, indicating either she is incompetent or
was equally unaware of such a requirement
Given the lack of specificity in
the written agreement and the misdirection and contrary guidance provided by
the previous account manager, I am requesting the classification of lodging
costs for House Hunting trip be reconsidered and reimbursed in a manner consistent
with the written relocation package."
Mr[redacted] stated to the Revdex.com that letters to the new
AIReS contact have gone unanswered for over monthsAs you can see by the
time line this is not the case. The time
of Mr[redacted]'s communication until he filed this complaint is days not
two months
6/28/
- AIReS reached out to Mr[redacted] and asked him to follow up his expense
contactHe said he would escalate to AIReS, NG and Revdex.com
Reading his
complaint he states he submitted valid expense reports that were rejected
because AIReS implemented additional terms and conditions as to the specific
order in which he had to take the temp living benefits
These expense
management policy and rules are set by his employer not AIReS and are covered
during the initial consultation and provided to him by his employer. The original AIReS contact told him that he
has one year in which to utilize the benefits before they expire which is true
and the industry standard
AIReS takes
customer complaints seriously and had performed a full internal
investigation. Actions to improve our
service in the future are implemented with the team to ensure prompt responses
to our customers.
Please
consider this matter closed.
Respectfully
submitted,
Laura [redacted]