Eagle Trucking

12/22/14Dear Revdex.com:
The delivery driver, who has been employed with us for over four years, is a very respectful person and I have never had a complaint before about him
(Jeff B***)As a matter of fact, several of our customers request him because of his professionalism.Jeff said that the consignee for this delivery (*** ***) was the rudest person that he has ever dealt with while in our employThe delivery receipt that we had said to deliver to the first enclosure (which would be right inside the door) and she wanted it brought down the basementThis wine cooler was pounds and was going to be difficult to get thereAfter much complaining by *** ***, we agreed to bring down the basementAlso, the scratch on the basement floor was a scuff mark caused by the hand truck that was used to move the wine cooler and would easily come up but *** *** refused to let Jeff wipe the scuff mark upThe scuff mark was on a cement floor in basement that could not be damagedShe just wanted something else to complain aboutWe have been in business for years and would not be able to remain in business if we behaved as this person says we did.Also, there was no notations on the bill of lading about any damages and she called a month later to complainOur terms are that any damages must be reported within days which is on the paperworkEven the customer we did delivery for (*** *** ***) agrees with usThanks and best regards,
William K
Operations Manager

[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:
The response from Eagle Trucking Company neglects to address a number of the material facts relating to the complaint and responds falsely to those the company does address.  Here is what happened.  As the company does not deny, the delivery people were supposed to call a half hour before their arrival so we would know when they were coming and move the car out of the driveway, but did not.  When they arrived, the delivery people parked their huge truck blocking our driveway.  My wife asked them to drive around the block (the street is one way so they could not back up) and repark leaving the driveway open because she wanted to move our car out of our driveway to make the delivery easier.  They refused to go around the block, rudely remarking, "Look, Lady, do you want this delivery or not."  They then moved the truck across the street from our driveway on the brick apron of our neighbor's property in front of his garages, blocking them completely, and possibly damaging the brick apron.  Our neighbor witnessed their behavior and later remarked to my wife on how rude they had been.
The Company also neglects to acknowledge that we had arranged in advance for inside delivery through the shipper, [redacted].   [redacted] had offered inside delivery for an additional fee.  I had carefully explained to them that the delivery would be in the basement down a flight of stairs.  They gave me a quote of $380 for that additional service, which I accepted.  My wife advised the delivery people that inside delivery to the basement had been arranged.  After consulting their paperwork they acknowledged this.  The assertion that they agreed to make the inside delivery as a favor is simply not true.  They knew the weight of the shipment and that a flight of stairs was involved, and should have come prepared to perform the service as agreed with the proper equipment.
The Company's assertion that the scratches on the basement floor were scuff marks "caused by the hand truck that was used to move the" delivered merchandise is untrue.  First, they are scratches to the paint that will require repainting of the floor to repair.  Second, they were not caused by a hand truck because no hand truck was used.  The reason the floor was scratched is because the delivery people dragged the appliance across the floor rather than moving it into place with a hand truck as they should have.  My wife even offered to lend them our hand truck to use but they refused.
The Company's assertion that the scratches could have been wiped up is also false.  The scratches will not come off.  Nor is it accurate that my wife refused to allow them to try.  The fact is they never offered because it was obvious they could not be easily removed.
The Company also falsely denies that the damage was not noted on the delivery paperwork.  The delivery people purported to note it but did not give us a copy of that paperwork and apparently did not turn it into the company to cover up their actions.
 The Company also fails to note that we did report the damage promptly (within seven days).   Having not received any paperwork giving the name Eagle Trucking Company, I reported the damage to the shipper, [redacted], who took the complaint and said they would communicate with the trucking company and get back to me.  In due time [redacted] advised me that I should call Eagle Trucking to lodge a damage report directly.  Nothing was said about a time limit.  [redacted] was supposed to email me the contact information.  When I did not receive it, I contacted them again and got it.  I called Eagle Trucking on December 1 and was directed to "Joe."  As the Company does not deny, Joe was extremely rude and hostile.  He refused to even permit me to give him the information to make a claim and abruptly hung up on me.   The admission of "Joe's" rude behavior speaks volumes about the company's attitude and behavior generally.  When the company's manager behaves this way it sets the tone for the other employees and tells them that it is ok to treat customers that way.  The Company's concession of "Joe's" inappropriate conduct thus bears heavily on the issue of who was rude to whom during the delivery.  The fact is that Eagle Trucking's representatives, like "Joe," were rude, negligent and out of line.  The assertion that my wife was rude is merely a false attempt to deflect attention from the delivery people's behavior.  We have had a number of furniture deliveries over the past year and all except this one have produced the best of relations with the delivery personnel.
Regards,
[redacted]