Buffalo Heating and Cooling Inc.

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I am rejecting this response because:
I've attached pictures of the damageOn the phone I said that I couldn't see any external damage where the screen appeared to be cracked, i.ewhere the lines on the screen appear to radiate fromThe actual external damage is on a small part on the lower left and it is hard to see with the TV on and without getting close
Regards,
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Good Evening,Thank you immensely for contacting All n Stop and offering mediation services; as it is our main goal to resolve this matter amicably I appreciate **'s detailed email and her version of the issue at hand However, there are a few discrepancies in her account, essentially
she is quoting an incorrect balance There is a balance of $214.98, not The discrepancies are as follows:All n Stop never stated that ** could purchase a mattress at any price point and that we would cover the cost in its entirety (I asked for this in writing and was told by ** that is was a verbal agreement)BC (Director of Operations) priced full sized beds in the Metropolitan area and stated to ** that full size mattresses ranged from $350-450This was also based on the condition and age of **'s misplaced mattress, it was years old** decided to upgrade her mattress from a full to a queen The total purchase asked of All n Stop was $629BC forwarded this case to the resolution team and I received the email and **s complaintI erroneously sent ** an email intended for AN1S personnel The email asked if a check was needed to be written in the amount of $315, the amount stated in **'s emailBC had spoken with ** and had handled this case prior to it landing in my emailsAs a member of the resolution team, it is my job to quickly resolve cases However, before monies are exchanged, it has to be justifiable As we are a company that makes sound economical decisions** assumed that the case was coming to an end, but no one stated that to her It was simply her interpretation from reading an email not intended for her This was not communicated to her her from AN1SI spoke with ** on AugustI apologized and tried to ensure she was satisfied and offered to pay half of the remaining billAll n Stop offered to additionally pay $157.49 She stated her dissatisfaction and we are not obliging to our commitment that is not in writingPlease note: ** has consistently stated we only offered her half the price of her mattress The math is as follows: $629.98-$(monies from AN1S= ** is asking for $314.98, the remaining balance is and I offered to pay half Leaving her to pay $107.Never at any point did any representative coerce or suggest what type of mattress she should buy or put a cap on the type of mattress she wanted to purchase However, we did state in our research that full size mattresses were priced at $350-and this is what we offeredLastly, AN1S has apologized as accidents oftentimes happen However, we are not discounting any inconvenience or denying that it occurred However, Bryan and I have tried to rectify this situation by constant communication, understanding and a willingness to amicably resolve this unfortunate situation I do believe that we offered a fair price and that our offer was not unreasonable and we stand by our decision that we have done everything reasonable to accommodated her As a standing A+ Revdex.com member, we pride our company on providing excellent customer service in all situations, no matter the scenario.All in Stop has maintained communication, via email and can and will provide written documentation upon request.Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:That was not the agreement.
Regards,
[redacted]

From: Tanya C[redacted] Date: Mon, Oct 19, 2015 at 11:51 PMSubject: All n 1 Stop response to compliantTo: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>, [redacted],Thank you for allowing me the opportunity to respond to the complaint placed against my company. Per our conversation, [redacted] was compensated $415. Upon realizing our error in misplacing her mattress, [redacted] moving balance of $415 was forgiven and all parties agreed the monies would be used towards the purchase of a new mattress. There are many emails between myself, Bryan (Director of Operations) and [redacted]. Please notify me if additional context is needed and I will forward them.Again, thank you,T. C[redacted]All n 1 Stop

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[redacted]It was a pleasure speaking with you today. Thank you for allowing me to respond to the complaint (we never received it). This email will contain the events that...

occurred and pictures. The second email will contain our contract and information as it pertains to valuation versus insurance. [redacted] posted a negative review to [redacted] and that's the information that was submitted to you, please see my [redacted] response:My apologies that our response was not timely; customer service is our number one priority. All n 1 Stop has great reviews because we pay attention to detail and although mishaps occur, we try to quickly resolve any issues. Additionally, our staff are all trained professionals. In this case, we were not able to approve your claim because we didn't have enough evidence to conclude that All n 1 Stop was at fault. The day of, the Moving Supervisor carefully wrapped and transported all your belongings and there wasn't any damage.  You stated to him there was damage to the outside of the television. The Moving Supervisor followed protocol by taking pictures and calling the office.  We reviewed the pictures of the outside of the tv, no damage. The original pictures didn't include a television that had been cut on.  Later, you sent different pictures with the television turned on. We couldn't substantiate your claim of a dent (which I was never made aware of) or unclear picture. We're sorry that we've lost a customer as it is our hope to leave each customer with a smile on their face. All n 1 Stop appropriately wrapped the tv and transported it in an ecart as an extra precaution to ensure it wasn't damaged.  We treated each item with care, to include the tv. The Supervisor examined the tv and didn't see any dents or damage.  Further, we didn't plug in the tv prior to wrapping and transporting it to determine its condition.

Good Day,Thank you for allowing me to respond to the claims against All n 1 Stop. All n 1 Stop has policies and procedures when wrapping and transporting customers items. Policies and procedures were followed. In fact, the Moving Supervisor went above and beyond to ensure the safety of the tv by wrapping and placing on an ecart for safe transport. There isn't anything he could have done differently to ensure the safety of the tv. Unfortunately, the tv was not plugged in prior to the move to check and therefore, we were not aware of the condition prior to the move. Lastly, please see the contract attached, All n 1 Stop does not assume responsibility for tv's. Based on all the above aforementioned facts, All n 1 Stop dismissed the claim. If I may provide any additional information, please notify and I will gladly.  Thank you Attachement: [redacted] Electronic Contract