Cascade Orthopedic Supply Inc

I work for the VA in Region 1. I created a PO for Cascade to fulfill an order consult from the clinic for one of our Veterans. When the PO was charged, there were missing items that were on back-order, however the company chose not to identify those to us in advance or to notify the VA of the back-order, so these remained unknown to us. Every PO that is charged against an account must be closed out within 7 days of the charge with all supporting documentation. Cascade refused to supply that documentation substantiating their charges, and then charged the PO again for the hidden back-order, although it had already been closed out, creating a situation in which additional personnel dollars had to be spent backing the order out of the system to open it up again and amend it for yet another - very messy - reconciliation. Once again, supporting documentation was not supplied. When I contacted Cascade about this, the Manager of Accounting threatened me with a report to my manager. I reminder her that the VA is her customer. I attempted to contact Jeff Collins, the President of Cascade to resolve the situation, however, none of my attempts have produced a reply from the President. Cascade has demonstrated their willingness to break a federal contract, and their unwillingness to comply to terms or communicate, earning them a very poor rating. I will no longer create POs for Cascade Orthopedic Supply.

Review: Dear Sir/ Madam,Re: Unusual Freight Charge for order#[redacted] am the president of CITI ORTHOTIC SERVICES that have been ordering supplies from Cascade Orthopedic Supply since 2002. Recently, the above-mentioned order number [redacted] dated May 6, 2014 had been charged $232.50 USD for freight charge by Cascade Orthopedic Supply for total weight of 3.7 lbs. In comparision with the the order#[redacted] dated July 24, 2013 for the same types of supplies, shipped by same size of box, with total weight of 15 lbs, shipped also by the same USP World Express Saver, the total freight charge was $19.98 USD.They (Cascasde Orthopedic Supply) had made the same error by charging the frieight for $186.75 on December 24, 2013 with order#[redacted]. I then called [redacted] who was in-charge of shipping department and he said because of system error that was why they made a mistake. He fixed it by credited back $155.95 USD to order#[redacted].On May 20, 2014, I called [redacted] regarding the usual freight charge for the above-mentioned order#[redacted], Mr [redacted] told me that it was an error for the freight charge and he said if it was the freight charge then everybody would be out of business. Mr [redacted] asked for my e-mail address cause he was going to send the credit memo for the freight charge to my account. However, we never receive any e-mail nor a fax regarding the error of the freight credit from him.Since May 30, I made couples of calls to Mr. [redacted] and left messages and e-mail on his voice mails and e-mail via their customer service to him respectively but only received no call back nor response.Yours sincerely,Canute IuCITI Orthotic [redacted]Desired Settlement: To credit back the error of freight charge.

Business

Response:

We researched the issue and have issue the customer a credit to their account. The customer will be contacted to explain the situation and to apologize for the delay in responding to their request.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.