Good Afternoon: I do apologize for not responding sooner I will have the operation provide me with the documentation surrounding this deliver and will add to my comments once the documentation has been receivedThank You [redacted]
[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Response:Our records indicate that the person receiving delivery was advised that we would be hauling away the old applianceHowever, in order to close this issue, Mr*** was offered a $settlement which he agreed toA check was mailed on 9/4/
The customer below missed her delivery dates because she chose not be home for her delivery during her hour time window given to her the prior dayAll our highlighted notes below clearly state that we made every effort to reach her and she did not answer the phoneThe team who last attempted the
delivery on 10/called in a description of the customer’s complex where she livesOur guidelines with *** require that the customer be home during their hour time window and they cannot choose their time windowHad *** *** been home for her delivery and if she had answered her phone when we called, she would have received her delivery without incident. DMS Location: *** Date: 10/07/2016** ***Order#:***
***
*** ***
** *** **
***
***
*
***
***
*
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***
*
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***
Notes:Truck and Stop Updated (Updated by AGENTSYS on Sep-21-2016,09:53:AM).Truck and Stop Updated (Updated by AGENTSYS on Sep-26-2016,10:42:AM).Truck and Stop Updated (Updated by AGENTSYS on Sep-30-2016,10:22:AM).Truck and Stop Updated (Updated by AGENTSYS on Oct-06-2016,09:33:AM).CC TO RS FOR 9/JF (Updated by lon Sep-22-2016,01:12:PM).Moved-Consumer Request (Updated by lon Sep-22-2016,01:13:PM).dt rpts address not found on gpsnot found on google.cc na lvmdt released.cust to call and rs.J(Updated by lon Sep-27-2016,07:39:AM).JF TKST(Updated by lon Sep-27-2016,07:40:AM).cus called back stating that she might pick unit up tommorw in 9/27, conf w cus trs1AE (Updated by *** on Sep-27-2016,10:40:AM).cci to rschdl del for 10/1, IF cant find address use *** *** *** *** ** *** FV (Updated by *** on Sep-27-2016,01:07:42PM).Moved-Consumer Request (Updated by *** on Sep-27-2016,01:10:PM).DT IS ON SITE CUSTOMER WAS CALLED NOT ANSWER WE LEFT A VOICE MAIL *-RP (Updated by *** on Oct-01-2016,11:04:AM).COMPLEX TWO COLORS BLACK DOOR *-RP (Updated by *** on Oct-01-2016,11:24:AM).cust called to see if dt can go back, called no answerwill advise cust if dt may go backjltks (Updated by *** on Oct-01-2016,12:11:PM).st(Updated by *** on Oct-01-2016,12:11:PM).Moved-Consumer Request (Updated by *** on Oct-03-2016,12:39:PM).CUST R/S TSTO 10/ROSE (Updated by *** on Oct-03-2016,12:40:PM).cci to cnfrm tf at bad timing/ no one will be home/ advsd nt able to change tf (Updated by *** on Oct-06-2016,12:32:PM).DT CALLED IN TO REPORT THAT THE CUSTOMER WAS NOT AVAILABLE AT THIS TIME SHE NEED THIS IN THE MORNIN(Updated by *** on Oct-07-2016,04:10:PM).CUSTOMER WAS CALLED TO CONFIRME BOTH NUMBERS WE GET THE VM LEFT MESSAGE *-RP (Updated by *** on Oct-07-2016,04:11:PM).TRUCK STOP (Updated by *** on Oct-07-2016,04:11:PM).CUST REQ ORDER TO BE CNXL LC (Updated by *** on Oct-08-2016,11:39:AM).*** called to cancel order.*** *** cancelled order (Updated by *** on Oct-08-2016,03:39:PM).pod went to cnxl dept, chris (Updated by lon Oct-13-2016,08:43:AM)
Complaint: [redacted]
I am rejecting this response because:The fact that I did not answer my phone on the first attempt does not rectify the fact that when attempting to call back, the hold time was extremely long. But I let that go, and the next time, and the time after that as well. There were several times when I mentioned that the 4 hour window would not work simply because of my work schedule and had to keep rescheduling with no option of choosing a window that would work. The final attempt for delivery, a morning time was provided but then switched for no apparent reason the day before. I did everything in my power to have someone at my house from the 2-6 pm window that you guys would not budge on. So I did have a friend come an hour out of her way to sit in my house for 4 hours waiting for you guys. On that final day, noone showed up. I called, someone seemed like they had no clue where the truck was and said he would call me back in a few minutes. I never received a call back so I had to call you guys again to see what was going on. Again, I was left on hold for nearly half an hour and by the time I finally hung up and called back in a few minutes, business was closed. So not only did you not show up, there was no phone call explaining why, and further even when I attempted to call you guys back, there was no answer and you guys simply ignored me, closed up shop, and failed to fulfill your obligations as a delivery company. Mind you, I also called the same day around 2:30 pm and a woman told me they were about 6 stops away from my house. I mentally cannot comprehend how one minute you are on the way to my house, and the next nobody has any clue what's going on. At that point, the incompetence became too much for me and I cancelled because I could no longer take the disrespect shown towards me and the subsequent anger. I made sure to let [redacted] know that it was not them I was complaining about, but rather Home Delivery of America, and they agreed with me due to the numerous complaints they have received in the past regarding unprofessional behavior. I do feel bad for [redacted] because this delivery company caused them to lose a $1,500+ sale and I simply spent the same money at [redacted] (where the delivery team was able to get there within a few days of originally placing the order--not over a month somehow like Home Delivery of America). They also let me choose my own window because they understand that not everybody can just sit around any arbitrary 4 hours of the day waiting for a delivery that could clearly not even show up. My intent with this email is not to get anything further, I've already been issued a refund, but for future customers (which will never be me again), perhaps be more accomodating and responsive, and don't completely ignore a paying customer when it comes to a scheduled delivery.
Regards,
[redacted]
Good Afternoon: I do apologize for not responding sooner. I will have the operation provide me with the documentation surrounding this deliver and will add to my comments once the documentation has been received. Thank You. [redacted]
Good Afternoon: I do apologize for not responding sooner I will have the operation provide me with the documentation surrounding this deliver and will add to my comments once the documentation has been receivedThank You [redacted]
[A default letter is provided here
which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Response:Our records indicate that the person receiving delivery was advised that we would be hauling away the old applianceHowever, in order to close this issue, Mr*** was offered a $settlement which he agreed toA check was mailed on 9/4/
The customer below missed her delivery dates because she chose not be home for her delivery during her hour time window given to her the prior dayAll our highlighted notes below clearly state that we made every effort to reach her and she did not answer the phoneThe team who last attempted the
delivery on 10/called in a description of the customer’s complex where she livesOur guidelines with *** require that the customer be home during their hour time window and they cannot choose their time windowHad *** *** been home for her delivery and if she had answered her phone when we called, she would have received her delivery without incident. DMS Location: *** Date: 10/07/2016** ***Order#:***
***
*** ***
** *** **
***
***
*
***
***
*
***
***
*
***
***
Notes:Truck and Stop Updated (Updated by AGENTSYS on Sep-21-2016,09:53:AM).Truck and Stop Updated (Updated by AGENTSYS on Sep-26-2016,10:42:AM).Truck and Stop Updated (Updated by AGENTSYS on Sep-30-2016,10:22:AM).Truck and Stop Updated (Updated by AGENTSYS on Oct-06-2016,09:33:AM).CC TO RS FOR 9/JF (Updated by lon Sep-22-2016,01:12:PM).Moved-Consumer Request (Updated by lon Sep-22-2016,01:13:PM).dt rpts address not found on gpsnot found on google.cc na lvmdt released.cust to call and rs.J(Updated by lon Sep-27-2016,07:39:AM).JF TKST(Updated by lon Sep-27-2016,07:40:AM).cus called back stating that she might pick unit up tommorw in 9/27, conf w cus trs1AE (Updated by *** on Sep-27-2016,10:40:AM).cci to rschdl del for 10/1, IF cant find address use *** *** *** *** ** *** FV (Updated by *** on Sep-27-2016,01:07:42PM).Moved-Consumer Request (Updated by *** on Sep-27-2016,01:10:PM).DT IS ON SITE CUSTOMER WAS CALLED NOT ANSWER WE LEFT A VOICE MAIL *-RP (Updated by *** on Oct-01-2016,11:04:AM).COMPLEX TWO COLORS BLACK DOOR *-RP (Updated by *** on Oct-01-2016,11:24:AM).cust called to see if dt can go back, called no answerwill advise cust if dt may go backjltks (Updated by *** on Oct-01-2016,12:11:PM).st(Updated by *** on Oct-01-2016,12:11:PM).Moved-Consumer Request (Updated by *** on Oct-03-2016,12:39:PM).CUST R/S TSTO 10/ROSE (Updated by *** on Oct-03-2016,12:40:PM).cci to cnfrm tf at bad timing/ no one will be home/ advsd nt able to change tf (Updated by *** on Oct-06-2016,12:32:PM).DT CALLED IN TO REPORT THAT THE CUSTOMER WAS NOT AVAILABLE AT THIS TIME SHE NEED THIS IN THE MORNIN(Updated by *** on Oct-07-2016,04:10:PM).CUSTOMER WAS CALLED TO CONFIRME BOTH NUMBERS WE GET THE VM LEFT MESSAGE *-RP (Updated by *** on Oct-07-2016,04:11:PM).TRUCK STOP (Updated by *** on Oct-07-2016,04:11:PM).CUST REQ ORDER TO BE CNXL LC (Updated by *** on Oct-08-2016,11:39:AM).*** called to cancel order.*** *** cancelled order (Updated by *** on Oct-08-2016,03:39:PM).pod went to cnxl dept, chris (Updated by lon Oct-13-2016,08:43:AM)
Complaint: [redacted]
I am rejecting this response because:The fact that I did not answer my phone on the first attempt does not rectify the fact that when attempting to call back, the hold time was extremely long. But I let that go, and the next time, and the time after that as well. There were several times when I mentioned that the 4 hour window would not work simply because of my work schedule and had to keep rescheduling with no option of choosing a window that would work. The final attempt for delivery, a morning time was provided but then switched for no apparent reason the day before. I did everything in my power to have someone at my house from the 2-6 pm window that you guys would not budge on. So I did have a friend come an hour out of her way to sit in my house for 4 hours waiting for you guys. On that final day, noone showed up. I called, someone seemed like they had no clue where the truck was and said he would call me back in a few minutes. I never received a call back so I had to call you guys again to see what was going on. Again, I was left on hold for nearly half an hour and by the time I finally hung up and called back in a few minutes, business was closed. So not only did you not show up, there was no phone call explaining why, and further even when I attempted to call you guys back, there was no answer and you guys simply ignored me, closed up shop, and failed to fulfill your obligations as a delivery company. Mind you, I also called the same day around 2:30 pm and a woman told me they were about 6 stops away from my house. I mentally cannot comprehend how one minute you are on the way to my house, and the next nobody has any clue what's going on. At that point, the incompetence became too much for me and I cancelled because I could no longer take the disrespect shown towards me and the subsequent anger. I made sure to let [redacted] know that it was not them I was complaining about, but rather Home Delivery of America, and they agreed with me due to the numerous complaints they have received in the past regarding unprofessional behavior. I do feel bad for [redacted] because this delivery company caused them to lose a $1,500+ sale and I simply spent the same money at [redacted] (where the delivery team was able to get there within a few days of originally placing the order--not over a month somehow like Home Delivery of America). They also let me choose my own window because they understand that not everybody can just sit around any arbitrary 4 hours of the day waiting for a delivery that could clearly not even show up. My intent with this email is not to get anything further, I've already been issued a refund, but for future customers (which will never be me again), perhaps be more accomodating and responsive, and don't completely ignore a paying customer when it comes to a scheduled delivery.
Regards,
[redacted]
Good Afternoon: I do apologize for not responding sooner. I will have the operation provide me with the documentation surrounding this deliver and will add to my comments once the documentation has been received. Thank You. [redacted]