Johnson's Home Maintenance, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find I have no recourse...
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, pending receipt of the refund check.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Global Industrial should be aware at this point that this was an unordered delivery.  Legally, the refund I am due is not contingent on the return.  They have already sent me an additional invoice for the shipping and their return policy states that restocking fees may apply.  I am unwilling to return the chair only to find out that I have to fight this battle all over again for other charges based on their treating this as a return.  Nor am I willing to give up my legal rights for the sake of their normal procedures.   The mistake was theirs.  I believe the correct thing to do from both a legal and ethical perspective is to refund the money that my account was charged and confirm in writing that there will be no additional charges.      
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is not an acceptable answer or resolution.  We just will no longer do business with this company.  We have a paid for items that are unusable. We have to purchase additional items and doubling the cost. Not okay.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: The first order was not refunded but the charge was reversed by [redacted] due to my dispute of the charge.  The second order I have requested feedback on that and still have received no response.
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We truly apologize for the inconvenience caused here. Our catalogs are printed in advance. Since production, the price on this particular model has changed; we do have a disclaimer on our website and the catalog that states that Global Industrial has the right to refuse or cancel...

any orders placed for products listed at the incorrect price. Out of courtesy, we have honored the incorrect catalog pricing on 3 occasions, but unfortunately cannot continue to do so.  Global IndustrialLegal Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and do not find it satisfactory.  I still need to wait another month to POSSIBLY receive my item.  The customer service of Global is not helpful.  They are not willing to look into the issue but rather tell you to wait.  Isn't two months long enough wait to find out if I am going to receive my item which was paid in full two months ago?
Sincerely,
[redacted]

Dear [redacted],
Please disregard any invoice you have previously received. On October **, 2015 our customer service department issued a full credit towards the invoice. The account is currently at zero balance. If at any you encounter any further issues, please do not hesitate to reach out to us.
Thank you,Global IndustrialLegal Department

We sincerely apologize to [redacted] for the negative experience he had with this transaction. According to our records, this order is being returned back to the supplier. Credit was issued for the full purchase amount of $199.95 which will be applied back to the customers...

credit card used at time of purchase. Please allow 3 to 5 business days for it to post. Global Industrial has a longstanding service commitment to our customers and their satisfaction is very important to us.  We hope this resolves your your concerns.Best regards, Johanna M[redacted]Legal DepartmentGlobal Industrial/Systemax Inc.

The customer has already received free freight on the item.  We are willing to offer the customer a $25 discount.  Sincerely, Carolyn G[redacted]
Global Industrial

We have followed up on your inquiry and as I suspected the matter was dealt with by the manufacturer per our instructions, and we believe to the customer’s satisfaction. Despite the statements made by the customer in the complaint, it was clear upon inspection that the problem was not the product...

but rather customer mis-use. We have been advised by [redacted] (the manufacturer) that the unit was returned to them for evaluation.  [redacted] found no defect with the unit but rather found it was full of animal hair in all tubing, fittings and dome, not allowing fluids to flow through the machine properly.  They cleaned the unit fully, tested it and reshipped it to the customer on 5/**/17 and was confirmed delivered on Friday 5/** @5:07pm and the customer confirmed receipt.    They included paperwork explaining what their evaluation found as well as another copy of the user manual for proper use and care.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me and as such has been resolved.Only after numerous phone calls and being told that they would need to wait 30 days, did I file a complaint with the Revdex.com and magically with-in a few days of the complaint to the Revdex.com, not 30 days later as they stated, we received our refund.  
Sincerely,
[redacted]

We sincerely apologize for this customer's negative experience with Global Industrial, and are actively working to correct this complaint.  As the product was received in damaged, Global Industrial must file a claim with the carrier to recoup the money lost as a result of the damage as we do...

not return damaged product. The claim process is governed by the Service Transportation Board (STB) which is a division of the Federal government. The STB uses the NMFC (National Motor Freight classification) guidelines to determine the process and regulations for freight claims. While awaiting inspection by the carrier, the consignee must hold the contents of the delivery in the same condition they were in when the damaged was discovered.
The NMFC states a carrier has 30 days to acknowledge a claim; they have an additional 90 days to settle the claim. At the time of delivery the consignee is allowed to inspect the merchandise for damaged and discrepancy prior to accepting and signing for the merchandise. By signing the delivery receipt you are signing a legal binding document that you received the merchandise in good condition and are agreeing to take ownership unless otherwise notated. You also are agreeing to follow the laws of claim as dictated in the NMFC. In your case the soonest we could begin requesting a damage pick up was March [redacted], 2016. The first request our claims department received concerning the damage pick up was dated March [redacted], 2016 and we have continued to follow up since then. On April [redacted], 2016 we received authorization from the carrier to dispose of the damage product. At the time I show an email was sent to you providing you the authorization to dispose of the damaged product. While a claim is in process the damaged merchandise is equivalent to evidence; it cannot be moved, changed from its original location or condition until the claim has been settled. At the carriers discretion they can decide to exercise their right to pick up for salvage or provide authorization to dispose. We received authorization to dispose of the damaged product on April [redacted], 2016 and an email was sent to you providing this authorization as well.
If you have not already done so please use this as authorization to dispose of the damaged product. Regretfully we are not able to provide any restitution for storage charges as I explained above by signing the delivery receipt you acknowledged receipt of the product in good condition and legally assumed ownership.
If there is anything else we can do to accommodate the customer, please don't hesitate to contact us again.Sincerely,
Carolyn G[redacted]
Global Industrial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for getting this resolved. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted],   We apologize for any frustration that you have experienced with your bike rack order. It is my understanding that the items were picked up and are currently in transit back to the vendor. Once it is received, full credit will be issued. Should you have any further issues,...

please do not hesitate to contact us again. Thank you so much for your patience.   Johanna

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While I would love to have this issue resolved, Global Industrial’s offer is just a rewording of their standard return policy.  The chair would be returning to a warehouse 100 miles away.  A 1 to 2 day route depending on processing time.  By the time they receive acknowledgement that the chair has been picked up, it would most likely be in the warehouse within hours.  Essentially, there is no significant difference in when I would receive a refund and no assurance that I would receive a refund before it was receive in the warehouse.  This is really beside the point.  My stance since the beginning is that the chair was not ordered.  There are Federal laws that protect the consumer from this type of activity and under those laws I am not obligated to pay for or return the merchandise.  I am not looking to profit from the mistake and, as I’ve said many times, I am willing to return the chair once I’ve received the refund.  Had I been contacted shortly after the mistake and asked to return the chair, we would not be having this dispute.   Instead, 30 days later, my credit card was charged.  Global Industrial has said there is nothing they can do until the chair is returned.  I do not believe this is correct.  They can enter a credit memo to the customer and when the chair is returned, enter a goods movement to return the chair to stock.  Since the chair is still in the unopened box and should not require a quality inspection, I would suggest movement type 655.  We appear to be a circular disagreement.  I appreciate the Revdex.com providing a forum to try to resolve differences but I also understand the limitations.  I consider this an issue of principle and legal compliance.    If Global Industrial continues to insist that this is a standard return and that they delivered this chair based on a valid order received, regardless of the confirmed cancelation notice that I have sent them, then the Revdex.com is not the correct forum for resolution.  I will take my complaint to the appropriate Federal Consumer Agency’s and let them determine if the business practice is within the law.  While I understand that action will not result in my refund either, I will it least have the knowledge that I may have helped prevent this type of behavior from happening to someone else who may not be able to afford absorbing the cost of paying for something they did not order.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]