El Sol Logistics

Response to Complaint ID: *** We provide our services to the complainant’s interior designer year roundIn this case, our client, *** *** Design, last hired us to deliver/install at the *** Residence, located on ** *** *** *** ***, on September 30th, and October 22nd, 2014. Although we understand the complainant is upset, there are many factors that could have contributed to the damage within the months between our installation date and the date of the incident(Although it has now been almost a year since the install, we had several discussions with the complainant’s designer in July of 2015, and previously denied this claim due to the time frame of the incidentWe have not had any discussions recently with our client regarding this specific case, and continue to provide our services to *** *** Design on a regular basis, just as in the past)The piece was installed by one of our crews exactly where they were instructed to, and both sides were installed in the exact same way, with anchors on each side; however, both sides did not break offFrom looking at the image provided by *** *** Design, it seems clear that an excessive amount of weight was applied to the right side of the unit; this factor is completely out of our control. If our client would have contacted us regarding issues with the installation shortly after the services were provided, we would have dealt with the situation in a different mannerIt is our goal to make sure our clients are satisfied with the services we provide. However, months is a long time, and our work does not come with a lifetime guaranteeWe understand that the complainant hoped for a different resolution, but due to the above mentioned circumstances, we cannot accept responsibility for this incident Kind Regards, *** ***
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Complaint: ***
I am rejecting this response because: there are a few things that are incorrect regarding the El Sol response.First, we were never made aware that the time frame for the guaranteed installation support was such a short period If a shelf falls out of the wall only months after installation, then we expect that to be covered I believe many consumers would agree with us.Second, El Sol mentions "both sides were installed in the exact same way, with anchors on each side; however, both sides did not break offFrom looking at the image provided by *** *** Design, it seems clear that an excessive amount of weight was applied to the right side of the unit; this factor is completely out of our control." The fact that there was more weight on one side was completely known to El Sol because it is the shelf itself that weights more on one side I am attaching a picture of the shelf showing the metal cabinet that was only on the one side of the shelf that caused the damage So, installing the shelf to address the weighted side issue was completely in El Sol's control.Finally, we contacted our designer with the issue as soon as the shelf fell out of the wall We would have contacted El Sol sooner if the incident had occurred sooner To us, we acted very responsibly in this regard and we are not sure what else we could have done
Regards,
*** ***

We provide our services to the complainant’s interior designer year round. In this case, our client, [redacted] Design, last hired us to deliver/install at the [redacted] Residence, located on [redacted], on September 30th, 2014 and October 22nd, 2014. Although we understand the...

complainant is upset, there are many factors that could have contributed to the damage within the 9 months between our installation date and the date of the incident. (Although it has now been almost a year since the install, we had several discussions with the complainant’s designer in July of 2015, and previously denied this claim due to the time frame of the incident. We have not had any discussions recently with our client regarding this specific case, and continue to provide our services to [redacted] Design on a regular basis, just as in the past).The piece was installed by one of our crews exactly where they were instructed to, and both sides were installed in the exact same way, with 3 anchors on each side; however, both sides did not break off. From looking at the image provided by [redacted] Design, it seems clear that an excessive amount of weight was applied to the right side of the unit; this factor is completely out of our control. If our client would have contacted us regarding issues with the installation shortly after the services were provided, we would have dealt with the situation in a different manner. It is our goal to make sure our clients are satisfied with the services we provide. However, 9 months is a long time, and our work does not come with a lifetime guarantee. We understand that the complainant hoped for a different resolution, but due to the above mentioned circumstances, we cannot accept responsibility for this incident.

We provide our services to the complainant’s interior designer year round. In this case, our client, [redacted] Design, last hired us to deliver/install at the [redacted] Residence, located on [redacted], on September 30th, 2014 and October 22nd, 2014. Although we...

understand the complainant is upset, there are many factors that could have contributed to the damage within the 9 months between our installation date and the date of the incident. (Although it has now been almost a year since the install, we had several discussions with the complainant’s designer in July of 2015, and previously denied this claim due to the time frame of the incident. We have not had any discussions recently with our client regarding this specific case, and continue to provide our services to [redacted] Design on a regular basis, just as in the past).The piece was installed by one of our crews exactly where they were instructed to, and both sides were installed in the exact same way, with 3 anchors on each side; however, both sides did not break off. From looking at the image provided by [redacted] Design, it seems clear that an excessive amount of weight was applied to the right side of the unit; this factor is completely out of our control. If our client would have contacted us regarding issues with the installation shortly after the services were provided, we would have dealt with the situation in a different manner. It is our goal to make sure our clients are satisfied with the services we provide. However, 9 months is a long time, and our work does not come with a lifetime guarantee. We understand that the complainant hoped for a different resolution, but due to the above mentioned circumstances, we cannot accept responsibility for this incident.

Complaint: [redacted]
I am rejecting this response because: It is false. There was no excessive weight applied. In fact, the shelf collapsed when no one was in the room with no weight beyond a normal TV remote and similar items. The shelf never held heavy items. The shelf itself is heavy, and the weight of the shelf caused the collapse in less than a year from installation that we paid for because El Sol allegedly guaranteed their work. This is the opposite of a guarantee and a terrible business practice. Our designer [redacted] tried to negotiate this with El Sol and reported their failure to live up to their guarantee. 
Regards,
[redacted]