Daryl Flood Logistics

We did attempt delivery on December 8th of 2018. We did receive their fridge in damaged off the transport truck on the 7th. However, the fridge and range were on a completely separate order from the dishwasher. Therefore, the fridge being damaged and rescheduled had no bearing on the dishwasher delivery. Mr. and Mrs. were our last stop of the day on the 8th. We arrived at their home at 6:11 in the afternoon and departed at 6:41. Our teams, per our agreement with *** are required to wait on site for 15 minutes while attempting to contact the customer regarding their delivery. My team waited 30 minutes and during this time, the customer did not answer the door or the phone. Upon departing, we are not required to return the same day but are required to be out of the customer's home by 7pm if possible. We fulfilled our obligation for the attempt, and had we returned, it would've been after 7pm. As for install of the appliances, the dishwasher could not be installed due to the unit being too far from the connections and we're not allowed to use the existing hoses etc. No mention of this was made for us to be prepared for the distance to the dishwasher from the connections. The range could not be installed because their existing one was hardwired. My teams are not licensed electricians and we cannot hardwire ranges for *** The customer also has a vent hood on their order that they wanted installed. *** failed to inform the customer that we cannot install these per our agreement with *** When we were onsite on the 18th to complete the install of the dishwasher and range (fridge had already been completed), the customer was upset because we didn't have the extended kits for the dishwasher (not previously mentioned), the vent hood could not be done, and there were concerns with the plug location for the range interfering with the anti-tip device for the range. Due to major safety concern, we cannot install a range without the anti-tip device. Due to these issues, the customer got irate with delivery team. Whether customer told delivery team to leave or not cannot be proven one way of the other, but it was undetermined whether the range could be completed or not when they left. To expand on the dishwasher issue, it was delivered on the 12th of December and left crated with the customer, with no mention of an install to be completed. Therefore, no inspection was completed to see if install could be completed by us. When we returned to do the install, we had no way of knowing an extended kit was needed. Typically, my team would have this on their truck just in case, but they had already used one prior in the day and did not have a second. I did express my apologies to Mr. and Mrs. for this inconvenience. The third-party installer that the ***'s hired to complete their install, installed their range without the use of the anti-tip device. This was discovered during my site visit/investigation into the delivery issues. There were other issues such as an expected install day when the store communicated to the customer that we would come complete the installs. We did not show this day because the store failed to ever request said workorder. I agreed with the *** that some things could have been handled differently and offered a gift card for their issues and offered to provide a new anti-tip device for their range as the one that came with the unit was determined to likely been discarded. Upon delivery of gift card and anti-tip, the customer refused to sign our documentation releasing us from further obligation and thereby refused the gift card and anti-tip device. The reason for this refusal stemmed from the amount of the gift card that the Greens did not feel was enough. My delivery teams are independent contractors who get paid per delivery and are charged back for compensation due a customer. The gift card was already more than my team received for the delivery. The team was not paid for any installs, nor the store billed for installs (specifically, because the install of range and fridge are included in delivery and dishwasher install was credited back). Majority of the issues that the Greens faced were beyond our control (failed creation of workorder, inability to complete vent hood install) or unable to be substantiated/proven by my investigation or the *** The compensation we offered I do believe was fair and went to great lengths to obtain an anti-tip device (we do not stock these as they come with each new range). It should also be noted that according to notes in my system on Dec 26th from the manufacturer, that the *** were offered $150 for issues and this was accepted. Mrs. denied that she received this compensation but according to the note, *** from the *** store called in and was advised that the customer accepted the $150. According to the note, *** then advised that the customer wanted more and would sue. We attempted to make this right with the customer, but the amount of compensation requested by the customer was simply not appropriate.

Note that some minor details could be left out simply due to the time frame from when all this occurred to when it was reported. All these events transpired in December of 2018 and was not reported to Revdex.com until December of 2019.