In response to the complaint of [redacted] M***, [redacted] Avenue Hanover Park, Illinois the following action has taken placeThe complaint was immediately reviewed when received on Monday January 16th by the president of the company, [redacted] *** Mr*** immediately reached out to Ms [redacted] on the 16th as well Unable to talk to Ms [redacted] personally, he was able to talk to her mother who was fully aware of the complaint and surrounding circumstances On Tuesday the 17th, Mr [redacted] meet with both the companies operations department and claim department After completing his investigation he has again contacted the [redacted] family and they have reached a full and final settlement.Glen Ellyn Storage has authorized payment in the claimed amount of $ [redacted] has also notified the company, by email, that she is grateful for the settlement and extremely appreciative of the professional and prompt action taken by Mr*** Once she has received the check she will notify the Revdex.com and withdraw her complaintWe apologize for any inconvenience caused to any and all parties
Initial Business Response / [redacted] (1000, 7, 2014/04/24) */ Contact Name and Title: [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com First of all, Glen Ellyn Storage Corporation would like to apologize to Mr [redacted] for his disappointment in our servicesWe strive to fulfill our customer's needs and are equally disappointed when we cannot complete our services without full satisfaction That being said, however, we believe that we did everything we could to professionally deliver and install the appliances that were purchased at [redacted] and to meet the needs of Mr [redacted] On March 13, 2014, we were scheduled to deliver a range, dishwasher and microwave to the [redacted] residenceWhen our delivery team arrived, they noticed that the kitchen area was under construction and that the plumbing was incompleteBecause of this, the delivery team was not able to complete the install of the dishwasherThey completed the install of the range and the microwaveMr [redacted] requested that the team set up the dishwasher hoses and he would make the connections when the plumbing was completedThe team connected the hoses to the dishwasher and ran them in place as requested Mr [redacted] signed for the dishwasher stating that there was no damage to the productWe were never further contacted to finish the install nor were we informed of any damage Mr [redacted] called our office on March 14, stating that the microwave that was installed was venting into the cabinetOn March 15, a different delivery team checked the install and found that the microwave was missing a damper and the part was ordered at that timeOn Friday, March 21, we were informed that Mr [redacted] had received the missing parts at his residence and we immediately scheduled a team to go out on Monday, March 24thThis team attempted to install the damper, but the wrong size had been sent to the customerNew parts were again ordered and the final installation was made on April 10th Glen Ellyn Storage Corporation is a contracted delivery agent for General ElectricWe do not directly charge the end user for installation or deliveryWe are not paid for these services by the end user Again, we apologize for the disappointment that Mr [redacted] experiencedWe did everything in our power to rectify the situation as quickly as possible If Mr [redacted] is seeking reimbursement of the delivery and installation fees, he will need to contact Home Depot where he would have been charged and paid for those services Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is an extensive record from Home Depot that shows how many times the correct equipment was ordered and how many times this issues was tried to get resolved, glen ellyn storage DID NOT Install my equipment properly the first time and would not have if we the home we did not catch itThis is unacceptable as you are supposed to be the professionals and that is what you are contracted to doAs for the dishwasher, just because we the homeowner did not notice damage to the unit you supplied and were supposed to install does not alleviate you from responsibility, it is your company that is supposed to be the professionals and get it right the first timeThere were five items contracted to be installed and two were not, that is not a good percentageAs for the money, we did pay Home Depot and yes glen ellyn did get paid as well, we were the payers in this process, for you to say directly or indirectly is sum antics, the end user always paysAlso, because of your lack of proper installation and length of time to get the issues resolved we had our project delayed for weeks, we should be compensated for all the trouble and timeAlso, consumers have the right to know of your companies unprofessional ism and unwillingness to strive for customer satisfaction Final Business Response / [redacted] (4000, 11, 2014/05/05) */ In our second response to Mr [redacted] , we must emphasize the facts in our first response The difficulty that Mr [redacted] experienced was more product related than delivery related, in our opinionWe are a contracted delivery agent for the manufacturer and as such we are not involved in the charges for the product, delivery or installation that the end user/consumer paysThese arrangements are made at the retail levelIf Mr [redacted] 's desired resolution is to be credited for any of those charges, he will need to refer back to the retailerWe have no knowledge of the charges that Mr [redacted] paid for the items he purchased or the services he chooseWe have no ability to refund them to Mr [redacted] If the retailer would find Mr [redacted] 's allegations justified, they can refund any of his charges and then they can pursue subrogation back to the carrierWe are not allowed to discuss our contractural arrangements with parties not involved in the agreement It is obvious that Mr [redacted] will disagree with our position, but there is no other option except to strongly urge Mr [redacted] to seek resolution at the retail level
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ Contact Name and Title: ***, Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com Date: August 14, RE: Response to Revdex.com Complaint, Shipper [redacted] We have spoken to Mr [redacted] and believe that the matter has been resolved to his satisfaction However we would like to respond to his original complaint Our company, Glen Ellyn Storage Corporation, is a Last Mile Delivery Agent for the store where the furniture was purchasedThat means that we have no prior knowledge of his purchase or delivery needs until the furniture is delivered to our warehouseAt that point, we contact the customer and set up a delivery time directly with the customerMr [redacted] states that he called and his delivery dates were cancelled two timesGlen Ellyn Storage would not have arranged for any delivery directly with him prior to July 28th, when we received the furniture in our warehouseOur office called to set up delivery on July 31, and left a voice mail message asking him to call backUnfortunately, we did not make contact with Mr [redacted] within our day windowWe have apologized for this At this time, the furniture has been delivered and as stated, we believe that this matter has been resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This matter is definitely NOT closedI will re-open this complaint in the event it is closed without my permission or knowledge I want to remind Glen Ellyn Movers that my furniture sat in their warehouses for three days before I received a call from themAnd the only reason I received a call was because I initiated it with ZGalleryHad I not called to inquire on the status of my furniture I have no doubt that the call from Glenn Ellyn Furniture on Friday July 31st would never have occurred Glen Ellyn Movers refuses to acknowledge this as a problem As much as I would like to sever my contact with Glen Ellyn Movers, this order was split (Order #XXXXXXXNPTO)The remaining furniture is scheduled to be delivered within the next three weeks to complete this order It is reasonable to assume that until Glen Ellyn Movers acknowledges and corrects their mismanagement of this order that I will be go through the same nightmare when the second half of the order arrives I have already notified ZGallery that I will never use Glen Ellyn Movers for any purchases that I make at their storeI will be on a 'cash-and-carry' basis with them from now onAnd I have gone to another furniture supplier to complete my home decorating project as a direct result of this horrible situation I sincerely believe that I have been given blatantly information from Glen Ellyn Movers and based upon their callous reply to this problem I don't see that changingGlen Ellyn Movers refuses to acknowledge these lies or the problems they have causedI do not want this complaint closed until the entire order has been completedOnce that has happened, Glen Ellyn Movers will never hear from me again Final Business Response / [redacted] (4000, 9, 2015/08/27) */ Contact Name and Title: [redacted] Controller Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com Mr [redacted] is correct in his statement that Glen Ellyn Storage did not contact him for three days after the first portion of his furniture order arrived in our warehouse and after his phone call to [redacted] This was acknowledged in our original responseWe also acknowledged this in our phone call with Mr [redacted] , and at that time, we believed that the matter had been resolved and the pieces of furniture that had been received were delivered on the requested datesWe recognize this to be an internal staffing issue, and have worked with our office staff and [redacted] to improve in this area The previous response was not intended to be callousWe had reached out personally to Mr [redacted] by phone and honestly believed this was resolved Unfortunately, there is no way for Glen Ellyn Storage to know when the rest of Mr [redacted] 's order will arrive in our warehousePer Mr [redacted] , this is a custom order and therefore its arrival is outside of our controlWe are on the look out for itOnce received, we will make initial contact and ensure that his delivery dates and times accommodates his needs to the best of our ability Glen Ellyn Storage Corporation has been in business for many decades and works very hard to meet our customers requestsWe strive to maintain quality and customer satisfactionOur sincere apologies to Mr [redacted] for his inconvenience and additional stress this may have caused him
To be brief I had my first experience with Express Transmission. It won't be my last I am sure. I have been around cars my whole life and built many. The shop is CLEAN, the work force from the office staff to the mechanics were well above normal and considerate, HONEST, and concerned as to what they are doing even when the owner is not there. I was waiting for my car so, in planning additional work that I expect to do, they had no problem developing bids and course of actions. The shop is well equipped, and the mechanics are meticulous. I know-I watched and listened for an hour or so. On major work they will be my shop of choice - it is very can do organization and they can back it up. ____________________________ I took a second to look at the two complaints listed on this site, you have to be kidding me. The first is incomprehensible. "The fixed my transmission but they did not fix the problem with the air intake that showed up 4 weeks latter." Really? I think I might have been married to that woman once. The second is complaining about "What I paid for!" And it seems he did not pay for anything, but managed to go off because his car was broken. Note that the things brought up by the technician's test drive indicated to me that vehicle maintenance is not a priority in the gentleman's life. I honestly do not know what people expect from service centers. I know I would have literally tossed both of these customers out. But that is just me. I found the entire organization, responsive, honest, and above all, they listen to their customers. All of them ... while I was there.
They over charge you bcuz they can't understand changes of items, so they just jack the price up. My furniture arrived damaged and wet. They're not worth the money. They do not hold up to what they say, I'm filing a claim but I'm sure there will be an excuse about the damage too. Company isn't worth your time or hard earned money.
Revdex.com: Once the check is received on our end, then the resolution will be satisfactory to me Until then, it will remain open and I will contact Mr [redacted] again if the check has not been issued regarding complaint ID [redacted] , and then and only then, will I find that this resolution is satisfactory to me Sincerely, [redacted] ***
Very dependable folksThey do good work; they honor their warranty, and will get the job done rightVery professional and friendlyMy Concorde hasn't run this well in several years! (Written in 2015) My mechanic recommended these guys, and I'm very glad he didAnd they didn't treat me like some kind of it, like the last transmission place I went to did
Initial Business Response /* (1000, 5, 2015/03/24) */
March 24,
RE: Revdex.com Complaint Case #XXXXXXXX
***, ***
The ***'s had previously filed a claim with Glen Ellyn Storage regarding the alleged damagedThis claim was properly investigated, including a review of the
corresponding paperwork and interviews with the delivery crew membersThe determination of that investigation was that the alleged damage was not caused by our delivery crew but was instead pre-existing damageIn a denial letter, we informed the customer that if they disagreed with that decision, they could escalate the claim to *** *** at XXX-XXX-XXXX*** *** would have the ultimate decision making responsibilityTo the best of our knowledge, this has not yet been doneWe will contact the ***'s again with the contact information for *** *** and ask that they pursue their allegations through the appropriate channels
Initial Consumer Rebuttal /* (3000, 7, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the Electric Insurance and they told me they have to send Glen Ellyn Storage paperwork to fill outI was told that they will have all the documents from Glen Ellyn but they had no record of the claimI will wait for their investigation at this time
Final Business Response /* (4000, 9, 2015/03/30) */
Thank you for contacting *** *** They will have the ultimate responsibility to investigate and make a final determination regarding this claimOnce *** *** contacts us, we will complete and submit any and all required documentation for their review
Initial Business Response /* (1000, 9, 2014/03/05) */
Contact Name and Title: *** ***, Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@glenellynmoving.com
In August, 2013, Mr*** contracted Glen Ellyn Storage Corporation, agent for *** to move his household
belongings from *** *** IL to *** *** He signed an Order for Service/Bill of Lading via E-Acceptance on 8/with our salesperson, *** *** This document spells out to the parties what services are to be provided and the costs associated to those services
On August 29, Mr***'s goods were loaded and began transport from IL to *** As part of the loading services, a third party was hired to disassemble and prepare for shipment a treadmill and a multi station home gymThese services were part of the original charges
On 9/6/13, the shipment arrived in ***, and was delivered to another *** agentOur Coordinator, ***, contacted Mr*** and he informed us that the closing of his new residence in ** had fallen through and that he would require storage for about one month at the *** agent
On 10/7/13, Mr***'s goods were transported to his final destination*** spoke to Mr*** on 10/to check on delivery and if there were any pending issuesThis is when we were informed about a stripped screw during the reassembly of the home gym*** spoke to both the third party assembly company and Mr***Mr*** felt that he should not be responsible for the additional charges the reassembly company chargedAfter numerous emails and phone calls between the sales person, *** *** Mr***, and the third party company, the additional charges were refunded to Mr*** on 12/6/
Throughout those numerous emails and phone calls, there was never any mention of a debris pickupOn February 5, nearly months after delivery, Mr*** called and asked the Coordinator, ***, to arrange for a debris pickup*** initially informed him that although the service was available, it was not covered in his original contract and there would be a charge of $for the local agent to come out and pick up the used boxesMr*** then requested to speak to a managerOur Customer Service Manager, *** *** returned his call and reiterated that this was not covered in his signed Order for Service but we could contact the local agent and set it up but there would be a charge of $for this serviceAt that time, Mr*** told *** that the delivery driver had mentioned a debris pickup but had not mentioned the priceHe also acknowledged that the charge was not in his contract*** informed him that while we can understand the need for this service, we would be unable to arrange for this to be done at no chargeHe stated that because of the problems he had had with the reassembly of the gym, that "we should do the right thing"
Since that time, Mr*** contacted the agent in CA directly on 2/24/14, and has agreed to pay the charge of $to have the used boxes picked up
It is unfortunate that Mr*** encountered difficulty with the reassembly of his home gym, however, we feel that that issue has been resolved
Regarding the debris pickup, all services that were agreed to are spelled out in the contract that Mr*** acceptedHe has stated that he has moved on several occasions and was familiar with the processOn page of the contract, under Terms and Conditions, paragraph 3, it notes that "The total price set forth in this contract does not include charges for extra services or products that you may order from us or that are necessary to accomplish deliveryCharges for any additional services or products will be presented to you within days after delivery..."
Initial Consumer Rebuttal /* (3000, 11, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Debris pickup was verbally promisedI acknowledge that I missed that the verbal promise was not reflected in contractI am moving on, agreeing to disagree with the *** *** response; but I am dissatisfied with their response and I will continue to be dissatisfied with their response
Final Business Response /* (4000, 15, 2014/03/26) */
It is always regrettable when a customer is unsatisfied with the service he or she receivesThis is especially true when the dissatisfaction involves a verbal claim that cannot be supported by a signed agreementTransportation agreements are very clear in the interstate moving industryThe agreement lists the services included and the applicable tariff charges for each of those servicesThere was no debris pickup listed on the agreement and Mr*** was not charged for it in his total costGlen Ellyn Storage Corporation has an excellent reputation and has serviced the Chicagoland area for over years with high quality and honestyIt is also true that many customers get several estimates and can potentially be made many promises by several salespeopleIt is easy to get confused with who said what and whenThat is why we have a written signed agreement
After reading the Revdex.com report, I know that Mr*** will not accept any responsibility for the miscommunicationI accept that factI also realize that he did make arrangements to have the debris pickup performed and was quoted a price of $for that serviceIt is our understanding that Mr*** has now paid for the debis pickup
As the president of Glen Ellyn Storage Corporation, I have reviewed all the paperwork on this order and do not feel that Glen Ellyn Storage Corporation has fallen short in their ethics or responsibility to Mr***As a sign of good faith, I will personally write a check to Mr*** for 50% of the charges that he paid for the debris pickup, reportedly $145.00, if he will agree to completely drop his complaint with the Revdex.comThis is only a goodwill gesture to lessen his dissatisfaction level
Please advise
Final Consumer Response /* (2000, 17, 2014/03/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While certainly less than optimal, this is a good faith offer and a substantially more constructive approach than that originally taken by the businessI will accept the offerand will also rescind online reviews I have posted for this company once the "goodwill gesture" is receivedThank you
Initial Business Response /* (1000, 6, 2014/10/15) */
Glen Ellyn Storage is a contracted delivery carrier for *** *** There are regulations and procedures that are pre-determined by *** *** and the applicable retailer that sells the applianceWe are contractually bound
to those specificationsIt would not be customary for the delivery company to discuss those procedures with the purchaser as those specifications and requirements would normally be handled at the point of saleGlen Ellyn Storage does make pre-calls as Mrs*** acknowledgesA call was made by the delivery crew driver minutes prior to arrival to Mr***In that conversation, the driver, *** was told by Mr*** that he himself had already turned the water supply offHe further told *** that he would not be at the delivery but Ms*** *** an adult, would be at the residence to accept and sign for deliveryIt is this water shut off valve that is the essence of the issue*** helper, *** overheard the conversation between *** and Mr***There was no doubt in their minds that Mr*** had told them the water line was already shut off prior to their arrivalThe crew arrived at approximately 7:AM on September 16th as stated in the complaint
The crew arrived and they began to remove the old refrigeratorThe unit was pulled out and the crew noted that the water supply line was plasticIn addition to this, it was also clear that the shut off valve was not visible on the same floor levelThese are two specifications that immediately prevent the Glen Ellyn Storage from reconnecting the supply line to the new refrigerator*** the helper, called Mr*** and explained the situation and Mr*** advised the crew to remove the old refrigerator, leave the new refrigerator and he would complete the installationThis, was another acknowledment that the water line was already shut off
The existing unit was pulled out and the water line was disconnected within the first minutes of arrivalIt took another minutes to remove the doors and the freezer drawers of the old refrigerator and it was removed from the home at that pointThe water line was not live and was laying on the floorAs stated in the complaint, *** *** was present to accept deliveryMs*** also supervised the delivery and along with Mrs***, have verified that our crew was never in the basement where the shut off valve wasThere is no question that our crew did not know the location, see or touch the shut off valve at any time
After removing the old refrigerator, the crew pointed out to Ms*** that there was some water on the floorThere were a few drops of water on the floor from the initial disconnection, which is normalThere was also some spillage from the freezer as there was water in one of the drawers which appeared to be a result of the old refrigerator not properly freezingThe crew offered Ms*** an opportunity to dry and clean the space while there was no unit in placeFrom previous service calls by *** *** the old refrigerator was previously leaking and had at least two service calls prior to ordering a replacementThere were previous water marks on the floor, presumably from those previous leaks
Due to the space requirements, the new refrigerator also had to have the doors and drawers removedThis was done outside taking about to minutesThe refrigerator was moved inside and reassembledThe crew was at the delivery residence for minutesThe disconnected water line laid on the floor for over minutes and was clearly visible to Ms*** who also cleaned around itThere was no water running from the line, a clear indication that the shut off valve was closed off
The crew took a picture of the water line at that time for verificationAll paperwork was signed and the crew left, without issueNeither Glen Ellyn Storage nor the crew have any knowledge of what happened after their departure
The ***'s have reported the water damage and contacted all involved partiesAs a contractor of *** *** we have provided all requested information to them and to Electric Insurance, who makes the final determination of liability
Glen Ellyn Storage has tried to explain the situation to the ***'s and understandably they are still quite upsetAt this point *** Insurance has made the determination that there is no liabilityWe are in agreement with their position however it is their ultimate decision
Initial Consumer Rebuttal /* (3000, 8, 2014/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to address the statements made by both employees*** never said that the water was offFurther, he never talked to *** Both of the employees' statements are falseI understand that the employees might be afraid of losing their jobs and therefore might say whatever they need to say to protect their jobsWe submitted to the delivery pictures of the water valve that has not been touched since we moved to the house in The picture shows spider webs surrounding the water valve
Second, according to *** the removal of the old unit and the installation of the new appliance took about minutes, not about 40-minutesThis also can be documented by our nanny as well as nanny camera
Third, when *** arrived at home that day, the first phone call he made was to *** one of the employeesThis was not mentioned in the response to Revdex.com by the business*** refused to provide his supervisor's or manager's phone numberHe stated that "he would take care of it with his supervisor tomorrow." *** immediately called ** customer service and obtained the number to the delivery company
Finally, when the damage was reported to GE and delivery company, the case was referred to *** Insurance by ** and the delivery company*** Insurance denied the claim based on the statement of the delivery company and a picture provided by the delivery companyI obtained the picture after making several phone calls and sending several emailsI received the picture after the *** Insurance denied the claimI reviewed the picture and noticed that the plastic line was bent and pushed back to the wall facing the baseboardThe plastic line is a flexible piece of plastic 5/16'' diameterI asked the delivery company for an explanationI called the owner of the company, Mr*** ***, to discuss the matterHe was not able to provide any explanation or answer my questionsThe only answer I received from the owner of the company was that the employees were given lie detector tests, and based on their sworn statements our claims were not trueFrom the first phone call, the delivery company denied and rejected our claimThey accused *** and myself of lyingThey did not perform any inspection or verification of their employees statementsThey stated a couple of tablespoon of water is during that processedBut clearly their picture shows more than couple of tablespoons of waterIf couple spoons of water is dripping for almost hours, this would make up several full buckets of waterI would like to know why the plastic line was bent by the employees
Final Business Response /* (4000, 10, 2014/11/05) */
It is obvious that the ***'s are unhappy with our previous responseWe certainly understand the seriousness of this situation and have attempted to respond based on the facts we haveWe will not repeat our previous statements, but will attempt to clarify some issues in our second response
When Mrs*** left a voice mail for *** ***, she was immediately contactedAlthough an investigation had been performed, another one was started which included information from Mrs***, and interviews with the driver, the helper, the Distribution Operations Manager, the Customer Service Manager, the Adjuster and the Claims ManagerThe driver and helper were again questioned thoroughly and their answers were compared to cell phone records as well as electronic communication that occurs with *** *** during the delivery processWritten statements are being prepared from their interviews, and will be signed by the crewThey have also volunteered to take a lie detector test if neededMrs*** was told by Mr*** that they had volunteered to take a test during their interviewShe was not told that they had already taken oneShe was given the full results of the 2nd investigation
As requested by *** *** we have reported all facts, statements and records to them*** *** has also reviewed previous *** *** service calls made to the ***'s residence regarding previous service calls to fix a leaking refrigerator*** *** has more information than Glen Ellyn Storage has and is responsible for making the final determination on these claims
It was never our intent to imply lying on anyone's partWe are not insinuating that our crew or anyone else is lyingWe are simply reporting the facts that are available to usI apologize for that inference
There are obviously two very opposing views on this issue and this is where insurance companies are very beneficial*** investigated the facts and subsequently denied liabilityThis could be taken to conclusion by getting the homeowners insurance company involved as an interested partyThey have their own adjusters and investigators and then the two insurance companies can review the facts and make a final determination
I have been a customer of Express Transmissions for many years. [redacted] (the owner) is reliable, honest and knowledgeable. Express treats their customers like a neighbor - because [redacted] recognizes that his customers are in fact his neighbors.
I have referred many people to Express Transmissions and will continue to do so. The cleanliness and organization of his shop is a reflection of [redacted]'s attitude towards customer service. His shop is well equipped and has the diagnostic tools needed to get the job done right, and always at a reasonable price.
The 'after-sale' service I have experienced has also been top shelf - with [redacted] never hesitating to ensure total customer satisfaction.
In response to the complaint of [redacted] M. [redacted] Avenue Hanover Park, Illinois the following action has taken place.
The complaint was immediately reviewed when received on Monday January 16th by the president of the company, [redacted]. Mr. [redacted]...
immediately reached out to Ms. [redacted] on the 16th as well. Unable to talk to Ms. [redacted] personally, he was able to talk to her mother who was fully aware of the complaint and surrounding circumstances. On Tuesday the 17th, Mr. [redacted] meet with both the companies operations department and claim department. After completing his investigation he has again contacted the [redacted] family and they have reached a full and final settlement.Glen Ellyn Storage has authorized payment in the claimed amount of $540.00.
[redacted] has also notified the company, by email, that she is grateful for the settlement and extremely appreciative of the professional and prompt action taken by Mr. [redacted]. Once she has received the check she will notify the Revdex.com and withdraw her complaint.
We apologize for any inconvenience caused to any and all parties.
We have reviewed our file and contacted Mr. [redacted] directly today, 6/6/16. We have reached an acceptable resolution. Mr. [redacted] also advised us that he would be notifying the Revdex.com that this matter has been resolved to their satisfaction.
Initial Business Response /* (1000, 5, 2015/03/25) */
March 25, 2015
RE: [redacted]
Revdex.com Complaint #XXXXXXXX
Glen Ellyn Storage Corporation has worked with Mr. [redacted] and have satisfactorily resolved this issue. Mr. [redacted] has advised us that he is pleased with our response...
To be brief I had my first experience with Express Transmission. It won't be my last I am sure. I have been around cars my whole life and built many. The shop is CLEAN, the work force from the office staff to the mechanics were well above normal and considerate, HONEST, and concerned as to what they are doing even when the owner is not there.
I was waiting for my car so, in planning additional work that I expect to do, they had no problem developing bids and course of actions. The shop is well equipped, and the mechanics are meticulous. I know-I watched and listened for an hour or so. On major work they will be my shop of choice - it is very can do organization and they can back it up.
____________________________
I took a second to look at the two complaints listed on this site, you have to be kidding me. The first is incomprehensible. "The fixed my transmission but they did not fix the problem with the air intake that showed up 4 weeks latter." Really? I think I might have been married to that woman once. The second is complaining about "What I paid for!" And it seems he did not pay for anything, but managed to go off because his car was broken.
Note that the things brought up by the technician's test drive indicated to me that vehicle maintenance is not a priority in the gentleman's life.
I honestly do not know what people expect from service centers. I know I would have literally tossed both of these customers out. But that is just me. I found the entire organization, responsive, honest, and above all, they listen to their customers. All of them ... while I was there.
They over charge you bcuz they can't understand changes of items, so they just jack the price up. My furniture arrived damaged and wet. They're not worth the money. They do not hold up to what they say, I'm filing a claim but I'm sure there will be an excuse about the damage too.
Company isn't worth your time or hard earned money.
Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: [redacted], Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
Date: August 14, 2015
RE: Response to Revdex.com Complaint, Shipper [redacted]
We have spoken to Mr. [redacted] and believe...
that the matter has been resolved to his satisfaction.
However we would like to respond to his original complaint.
Our company, Glen Ellyn Storage Corporation, is a Last Mile Delivery Agent for the store where the furniture was purchased. That means that we have no prior knowledge of his purchase or delivery needs until the furniture is delivered to our warehouse. At that point, we contact the customer and set up a delivery time directly with the customer. Mr. [redacted] states that he called and his delivery dates were cancelled two times. Glen Ellyn Storage would not have arranged for any delivery directly with him prior to July 28th, when we received the furniture in our warehouse. Our office called to set up delivery on July 31, and left a voice mail message asking him to call back. Unfortunately, we did not make contact with Mr. [redacted] within our 2 day window. We have apologized for this.
At this time, the furniture has been delivered and as stated, we believe that this matter has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This matter is definitely NOT closed. I will re-open this complaint in the event it is closed without my permission or knowledge.
I want to remind Glen Ellyn Movers that my furniture sat in their warehouses for three days before I received a call from them. And the only reason I received a call was because
I initiated it with ZGallery. Had I not called to inquire on the status of my furniture I have no doubt that the call from Glenn Ellyn Furniture on Friday July 31st would never have occurred.
Glen Ellyn Movers refuses to acknowledge this as a problem.
As much as I would like to sever my contact with Glen Ellyn Movers, this order was split (Order #XXXXXXXNPTO). The remaining furniture is scheduled to be delivered within the next three weeks to complete this order.
It is reasonable to assume that until Glen Ellyn Movers acknowledges and corrects their mismanagement of this order that I will be go through the same nightmare when the second half of the order arrives.
I have already notified ZGallery that I will never use Glen Ellyn Movers for any purchases that I make at their store. I will be on a 'cash-and-carry' basis with them from now on. And I have gone to another furniture supplier
to complete my home decorating project as a direct result of this horrible situation.
I sincerely believe that I have been given blatantly false information from Glen Ellyn Movers and based upon their callous reply to this problem I don't see that changing. Glen Ellyn Movers refuses to acknowledge these lies or the problems they have caused. I do not want this complaint closed until the entire order has been completed. Once that has happened, Glen Ellyn Movers will never hear from me again.
Final Business Response /* (4000, 9, 2015/08/27) */
Contact Name and Title: [redacted] Controller
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
Mr. [redacted] is correct in his statement that Glen Ellyn Storage did not contact him for three days after the first portion of his furniture order arrived in our warehouse and after his phone call to [redacted] This was acknowledged in our original response. We also acknowledged this in our phone call with Mr. [redacted], and at that time, we believed that the matter had been resolved and the pieces of furniture that had been received were delivered on the requested dates. We recognize this to be an internal staffing issue, and have worked with our office staff and [redacted] to improve in this area.
The previous response was not intended to be callous. We had reached out personally to Mr. [redacted] by phone and honestly believed this was resolved.
Unfortunately, there is no way for Glen Ellyn Storage to know when the rest of Mr. [redacted]'s order will arrive in our warehouse. Per Mr. [redacted], this is a custom order and therefore its arrival is outside of our control. We are on the look out for it. Once received, we will make initial contact and ensure that his delivery dates and times accommodates his needs to the best of our ability.
Glen Ellyn Storage Corporation has been in business for many decades and works very hard to meet our customers requests. We strive to maintain quality and customer satisfaction. Our sincere apologies to Mr. [redacted] for his inconvenience and additional stress this may have caused him.
Initial Business Response /* (1000, 7, 2014/04/24) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
First of all, Glen Ellyn Storage Corporation would like to apologize to Mr. [redacted] for his disappointment in our...
services. We strive to fulfill our customer's needs and are equally disappointed when we cannot complete our services without full satisfaction.
That being said, however, we believe that we did everything we could to professionally deliver and install the appliances that were purchased at [redacted] and to meet the needs of Mr. [redacted].
On March 13, 2014, we were scheduled to deliver a range, dishwasher and microwave to the [redacted] residence. When our delivery team arrived, they noticed that the kitchen area was under construction and that the plumbing was incomplete. Because of this, the delivery team was not able to complete the install of the dishwasher. They completed the install of the range and the microwave. Mr. [redacted] requested that the team set up the dishwasher hoses and he would make the connections when the plumbing was completed. The team connected the hoses to the dishwasher and ran them in place as requested.
Mr. [redacted] signed for the dishwasher stating that there was no damage to the product. We were never further contacted to finish the install nor were we informed of any damage.
Mr. [redacted] called our office on March 14, stating that the microwave that was installed was venting into the cabinet. On March 15, a different delivery team checked the install and found that the microwave was missing a damper and the part was ordered at that time. On Friday, March 21, we were informed that Mr. [redacted] had received the missing parts at his residence and we immediately scheduled a team to go out on Monday, March 24th. This team attempted to install the damper, but the wrong size had been sent to the customer. New parts were again ordered and the final installation was made on April 10th.
Glen Ellyn Storage Corporation is a contracted delivery agent for General Electric. We do not directly charge the end user for installation or delivery. We are not paid for these services by the end user.
Again, we apologize for the disappointment that Mr. [redacted] experienced. We did everything in our power to rectify the situation as quickly as possible.
If Mr. [redacted] is seeking reimbursement of the delivery and installation fees, he will need to contact Home Depot where he would have been charged and paid for those services.
Initial Consumer Rebuttal /* (3000, 9, 2014/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is an extensive record from Home Depot that shows how many times the correct equipment was ordered and how many times this issues was tried to get resolved, glen ellyn storage DID NOT Install my equipment properly the first time and would not have if we the home we did not catch it. This is unacceptable as you are supposed to be the professionals and that is what you are contracted to do. As for the dishwasher, just because we the homeowner did not notice damage to the unit you supplied and were supposed to install does not alleviate you from responsibility, it is your company that is supposed to be the professionals and get it right the first time. There were five items contracted to be installed and two were not, that is not a good percentage. As for the money, we did pay Home Depot and yes glen ellyn did get paid as well, we were the payers in this process, for you to say directly or indirectly is sum antics, the end user always pays. Also, because of your lack of proper installation and length of time to get the issues resolved we had our project delayed for weeks, we should be compensated for all the trouble and time. Also, consumers have the right to know of your companies unprofessional ism and unwillingness to strive for customer satisfaction.
Final Business Response /* (4000, 11, 2014/05/05) */
In our second response to Mr. [redacted], we must emphasize the facts in our first response.
The difficulty that Mr. [redacted] experienced was more product related than delivery related, in our opinion. We are a contracted delivery agent for the manufacturer and as such we are not involved in the charges for the product, delivery or installation that the end user/consumer pays. These arrangements are made at the retail level. If Mr. [redacted]'s desired resolution is to be credited for any of those charges, he will need to refer back to the retailer. We have no knowledge of the charges that Mr. [redacted] paid for the items he purchased or the services he choose. We have no ability to refund them to Mr. [redacted]. If the retailer would find Mr. [redacted]'s allegations justified, they can refund any of his charges and then they can pursue subrogation back to the carrier. We are not allowed to discuss our contractural arrangements with parties not involved in the agreement.
It is obvious that Mr. [redacted] will disagree with our position, but there is no other option except to strongly urge Mr. [redacted] to seek resolution at the retail level.
Revdex.com:
Once the check is received on our end, then the resolution will be satisfactory to me. Until then, it will remain open and I will contact Mr. [redacted] again if the check has not been issued regarding complaint ID [redacted], and then and only then, will I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/10/24) */
At the current time, we are continuing to work directly with the consumer to resolve this issue. A repair service has been scheduled to do an inspection. After a review of that inspection report, we will follow up with Mr. [redacted]....
Once that is complete, we will complete our response here.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They responded appropriately for the 1 of the 3 issues.
Issue addressed but ongoing:
1) Damaged furniture: have had a furniture inspector visit the property to inspect damage. No compensation yet.
Issues not addressed:
2) 40% underestimating of quote. This is bad business and bad sales techniques
3) They have not addressed the issue w/ the lost box. Now that I am looking for certain items I have noticed (that was most likely inside the same box) I am missing my FPV/drone equipment. Used value about $350.
Final Business Response /* (4000, 9, 2014/11/07) */
We apologize that we did not meet the consumer's expectations.
We have completed our investigation of the missing items and our conversations with the repair service. We have re-interviewed the moving crew and sales person to evaluate the overage on the estimate.
At the time of the estimate, the [redacted]'s indicated that they would be moving many boxes themselves, and this was taken into account when preparing the original estimate. The crew has indicated that although the [redacted]'s did move some boxes themselves prior to moving day, the moving company did move more than was estimated. There was also a sofa in the basement that had to be left behind after the crew tried to move it out of the basement, thereby taking up time. There was also additional valuation purchased at the time of the move that was not included in the estimate. However, despite these differences in the estimate versus the actual charges, we do feel that the overage was excessive and will be offering the [redacted]'s a good will gesture to settle this matter.
A final claim settlement in addition with this good will gesture will be sent to the customer today in order to satisfy the [redacted]'s expectations.
Glen Ellyn Storage takes customer service very seriously and has an excellent record in doing so. We take pride in making every attempt to meet the expectations of our customers.
In response to the complaint of [redacted] M***, [redacted] Avenue Hanover Park, Illinois the following action has taken placeThe complaint was immediately reviewed when received on Monday January 16th by the president of the company, [redacted] *** Mr*** immediately reached out to Ms [redacted] on the 16th as well Unable to talk to Ms [redacted] personally, he was able to talk to her mother who was fully aware of the complaint and surrounding circumstances On Tuesday the 17th, Mr [redacted] meet with both the companies operations department and claim department After completing his investigation he has again contacted the [redacted] family and they have reached a full and final settlement.Glen Ellyn Storage has authorized payment in the claimed amount of $ [redacted] has also notified the company, by email, that she is grateful for the settlement and extremely appreciative of the professional and prompt action taken by Mr*** Once she has received the check she will notify the Revdex.com and withdraw her complaintWe apologize for any inconvenience caused to any and all parties
Initial Business Response / [redacted] (1000, 7, 2014/04/24) */ Contact Name and Title: [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com First of all, Glen Ellyn Storage Corporation would like to apologize to Mr [redacted] for his disappointment in our servicesWe strive to fulfill our customer's needs and are equally disappointed when we cannot complete our services without full satisfaction That being said, however, we believe that we did everything we could to professionally deliver and install the appliances that were purchased at [redacted] and to meet the needs of Mr [redacted] On March 13, 2014, we were scheduled to deliver a range, dishwasher and microwave to the [redacted] residenceWhen our delivery team arrived, they noticed that the kitchen area was under construction and that the plumbing was incompleteBecause of this, the delivery team was not able to complete the install of the dishwasherThey completed the install of the range and the microwaveMr [redacted] requested that the team set up the dishwasher hoses and he would make the connections when the plumbing was completedThe team connected the hoses to the dishwasher and ran them in place as requested Mr [redacted] signed for the dishwasher stating that there was no damage to the productWe were never further contacted to finish the install nor were we informed of any damage Mr [redacted] called our office on March 14, stating that the microwave that was installed was venting into the cabinetOn March 15, a different delivery team checked the install and found that the microwave was missing a damper and the part was ordered at that timeOn Friday, March 21, we were informed that Mr [redacted] had received the missing parts at his residence and we immediately scheduled a team to go out on Monday, March 24thThis team attempted to install the damper, but the wrong size had been sent to the customerNew parts were again ordered and the final installation was made on April 10th Glen Ellyn Storage Corporation is a contracted delivery agent for General ElectricWe do not directly charge the end user for installation or deliveryWe are not paid for these services by the end user Again, we apologize for the disappointment that Mr [redacted] experiencedWe did everything in our power to rectify the situation as quickly as possible If Mr [redacted] is seeking reimbursement of the delivery and installation fees, he will need to contact Home Depot where he would have been charged and paid for those services Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is an extensive record from Home Depot that shows how many times the correct equipment was ordered and how many times this issues was tried to get resolved, glen ellyn storage DID NOT Install my equipment properly the first time and would not have if we the home we did not catch itThis is unacceptable as you are supposed to be the professionals and that is what you are contracted to doAs for the dishwasher, just because we the homeowner did not notice damage to the unit you supplied and were supposed to install does not alleviate you from responsibility, it is your company that is supposed to be the professionals and get it right the first timeThere were five items contracted to be installed and two were not, that is not a good percentageAs for the money, we did pay Home Depot and yes glen ellyn did get paid as well, we were the payers in this process, for you to say directly or indirectly is sum antics, the end user always paysAlso, because of your lack of proper installation and length of time to get the issues resolved we had our project delayed for weeks, we should be compensated for all the trouble and timeAlso, consumers have the right to know of your companies unprofessional ism and unwillingness to strive for customer satisfaction Final Business Response / [redacted] (4000, 11, 2014/05/05) */ In our second response to Mr [redacted] , we must emphasize the facts in our first response The difficulty that Mr [redacted] experienced was more product related than delivery related, in our opinionWe are a contracted delivery agent for the manufacturer and as such we are not involved in the charges for the product, delivery or installation that the end user/consumer paysThese arrangements are made at the retail levelIf Mr [redacted] 's desired resolution is to be credited for any of those charges, he will need to refer back to the retailerWe have no knowledge of the charges that Mr [redacted] paid for the items he purchased or the services he chooseWe have no ability to refund them to Mr [redacted] If the retailer would find Mr [redacted] 's allegations justified, they can refund any of his charges and then they can pursue subrogation back to the carrierWe are not allowed to discuss our contractural arrangements with parties not involved in the agreement It is obvious that Mr [redacted] will disagree with our position, but there is no other option except to strongly urge Mr [redacted] to seek resolution at the retail level
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ Contact Name and Title: ***, Office Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com Date: August 14, RE: Response to Revdex.com Complaint, Shipper [redacted] We have spoken to Mr [redacted] and believe that the matter has been resolved to his satisfaction However we would like to respond to his original complaint Our company, Glen Ellyn Storage Corporation, is a Last Mile Delivery Agent for the store where the furniture was purchasedThat means that we have no prior knowledge of his purchase or delivery needs until the furniture is delivered to our warehouseAt that point, we contact the customer and set up a delivery time directly with the customerMr [redacted] states that he called and his delivery dates were cancelled two timesGlen Ellyn Storage would not have arranged for any delivery directly with him prior to July 28th, when we received the furniture in our warehouseOur office called to set up delivery on July 31, and left a voice mail message asking him to call backUnfortunately, we did not make contact with Mr [redacted] within our day windowWe have apologized for this At this time, the furniture has been delivered and as stated, we believe that this matter has been resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This matter is definitely NOT closedI will re-open this complaint in the event it is closed without my permission or knowledge I want to remind Glen Ellyn Movers that my furniture sat in their warehouses for three days before I received a call from themAnd the only reason I received a call was because I initiated it with ZGalleryHad I not called to inquire on the status of my furniture I have no doubt that the call from Glenn Ellyn Furniture on Friday July 31st would never have occurred Glen Ellyn Movers refuses to acknowledge this as a problem As much as I would like to sever my contact with Glen Ellyn Movers, this order was split (Order #XXXXXXXNPTO)The remaining furniture is scheduled to be delivered within the next three weeks to complete this order It is reasonable to assume that until Glen Ellyn Movers acknowledges and corrects their mismanagement of this order that I will be go through the same nightmare when the second half of the order arrives I have already notified ZGallery that I will never use Glen Ellyn Movers for any purchases that I make at their storeI will be on a 'cash-and-carry' basis with them from now onAnd I have gone to another furniture supplier to complete my home decorating project as a direct result of this horrible situation I sincerely believe that I have been given blatantly information from Glen Ellyn Movers and based upon their callous reply to this problem I don't see that changingGlen Ellyn Movers refuses to acknowledge these lies or the problems they have causedI do not want this complaint closed until the entire order has been completedOnce that has happened, Glen Ellyn Movers will never hear from me again Final Business Response / [redacted] (4000, 9, 2015/08/27) */ Contact Name and Title: [redacted] Controller Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @glenellynmoving.com Mr [redacted] is correct in his statement that Glen Ellyn Storage did not contact him for three days after the first portion of his furniture order arrived in our warehouse and after his phone call to [redacted] This was acknowledged in our original responseWe also acknowledged this in our phone call with Mr [redacted] , and at that time, we believed that the matter had been resolved and the pieces of furniture that had been received were delivered on the requested datesWe recognize this to be an internal staffing issue, and have worked with our office staff and [redacted] to improve in this area The previous response was not intended to be callousWe had reached out personally to Mr [redacted] by phone and honestly believed this was resolved Unfortunately, there is no way for Glen Ellyn Storage to know when the rest of Mr [redacted] 's order will arrive in our warehousePer Mr [redacted] , this is a custom order and therefore its arrival is outside of our controlWe are on the look out for itOnce received, we will make initial contact and ensure that his delivery dates and times accommodates his needs to the best of our ability Glen Ellyn Storage Corporation has been in business for many decades and works very hard to meet our customers requestsWe strive to maintain quality and customer satisfactionOur sincere apologies to Mr [redacted] for his inconvenience and additional stress this may have caused him
To be brief I had my first experience with Express Transmission. It won't be my last I am sure. I have been around cars my whole life and built many. The shop is CLEAN, the work force from the office staff to the mechanics were well above normal and considerate, HONEST, and concerned as to what they are doing even when the owner is not there. I was waiting for my car so, in planning additional work that I expect to do, they had no problem developing bids and course of actions. The shop is well equipped, and the mechanics are meticulous. I know-I watched and listened for an hour or so. On major work they will be my shop of choice - it is very can do organization and they can back it up. ____________________________ I took a second to look at the two complaints listed on this site, you have to be kidding me. The first is incomprehensible. "The fixed my transmission but they did not fix the problem with the air intake that showed up 4 weeks latter." Really? I think I might have been married to that woman once. The second is complaining about "What I paid for!" And it seems he did not pay for anything, but managed to go off because his car was broken. Note that the things brought up by the technician's test drive indicated to me that vehicle maintenance is not a priority in the gentleman's life. I honestly do not know what people expect from service centers. I know I would have literally tossed both of these customers out. But that is just me. I found the entire organization, responsive, honest, and above all, they listen to their customers. All of them ... while I was there.
They over charge you bcuz they can't understand changes of items, so they just jack the price up. My furniture arrived damaged and wet. They're not worth the money. They do not hold up to what they say, I'm filing a claim but I'm sure there will be an excuse about the damage too. Company isn't worth your time or hard earned money.
Revdex.com: Once the check is received on our end, then the resolution will be satisfactory to me Until then, it will remain open and I will contact Mr [redacted] again if the check has not been issued regarding complaint ID [redacted] , and then and only then, will I find that this resolution is satisfactory to me Sincerely, [redacted] ***
Very dependable folksThey do good work; they honor their warranty, and will get the job done rightVery professional and friendlyMy Concorde hasn't run this well in several years! (Written in 2015) My mechanic recommended these guys, and I'm very glad he didAnd they didn't treat me like some kind of i
t, like the last transmission place I went to did
Initial Business Response /* (1000, 5, 2015/03/24) */
March 24,
RE: Revdex.com Complaint Case #XXXXXXXX
***, ***
The ***'s had previously filed a claim with Glen Ellyn Storage regarding the alleged damagedThis claim was properly investigated, including a review of the
corresponding paperwork and interviews with the delivery crew membersThe determination of that investigation was that the alleged damage was not caused by our delivery crew but was instead pre-existing damageIn a denial letter, we informed the customer that if they disagreed with that decision, they could escalate the claim to *** *** at XXX-XXX-XXXX*** *** would have the ultimate decision making responsibilityTo the best of our knowledge, this has not yet been doneWe will contact the ***'s again with the contact information for *** *** and ask that they pursue their allegations through the appropriate channels
Initial Consumer Rebuttal /* (3000, 7, 2015/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the Electric Insurance and they told me they have to send Glen Ellyn Storage paperwork to fill outI was told that they will have all the documents from Glen Ellyn but they had no record of the claimI will wait for their investigation at this time
Final Business Response /* (4000, 9, 2015/03/30) */
Thank you for contacting *** *** They will have the ultimate responsibility to investigate and make a final determination regarding this claimOnce *** *** contacts us, we will complete and submit any and all required documentation for their review
Initial Business Response /* (1000, 9, 2014/03/05) */
Contact Name and Title: *** ***, Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@glenellynmoving.com
In August, 2013, Mr*** contracted Glen Ellyn Storage Corporation, agent for *** to move his household
belongings from *** *** IL to *** *** He signed an Order for Service/Bill of Lading via E-Acceptance on 8/with our salesperson, *** *** This document spells out to the parties what services are to be provided and the costs associated to those services
On August 29, Mr***'s goods were loaded and began transport from IL to *** As part of the loading services, a third party was hired to disassemble and prepare for shipment a treadmill and a multi station home gymThese services were part of the original charges
On 9/6/13, the shipment arrived in ***, and was delivered to another *** agentOur Coordinator, ***, contacted Mr*** and he informed us that the closing of his new residence in ** had fallen through and that he would require storage for about one month at the *** agent
On 10/7/13, Mr***'s goods were transported to his final destination*** spoke to Mr*** on 10/to check on delivery and if there were any pending issuesThis is when we were informed about a stripped screw during the reassembly of the home gym*** spoke to both the third party assembly company and Mr***Mr*** felt that he should not be responsible for the additional charges the reassembly company chargedAfter numerous emails and phone calls between the sales person, *** *** Mr***, and the third party company, the additional charges were refunded to Mr*** on 12/6/
Throughout those numerous emails and phone calls, there was never any mention of a debris pickupOn February 5, nearly months after delivery, Mr*** called and asked the Coordinator, ***, to arrange for a debris pickup*** initially informed him that although the service was available, it was not covered in his original contract and there would be a charge of $for the local agent to come out and pick up the used boxesMr*** then requested to speak to a managerOur Customer Service Manager, *** *** returned his call and reiterated that this was not covered in his signed Order for Service but we could contact the local agent and set it up but there would be a charge of $for this serviceAt that time, Mr*** told *** that the delivery driver had mentioned a debris pickup but had not mentioned the priceHe also acknowledged that the charge was not in his contract*** informed him that while we can understand the need for this service, we would be unable to arrange for this to be done at no chargeHe stated that because of the problems he had had with the reassembly of the gym, that "we should do the right thing"
Since that time, Mr*** contacted the agent in CA directly on 2/24/14, and has agreed to pay the charge of $to have the used boxes picked up
It is unfortunate that Mr*** encountered difficulty with the reassembly of his home gym, however, we feel that that issue has been resolved
Regarding the debris pickup, all services that were agreed to are spelled out in the contract that Mr*** acceptedHe has stated that he has moved on several occasions and was familiar with the processOn page of the contract, under Terms and Conditions, paragraph 3, it notes that "The total price set forth in this contract does not include charges for extra services or products that you may order from us or that are necessary to accomplish deliveryCharges for any additional services or products will be presented to you within days after delivery..."
Initial Consumer Rebuttal /* (3000, 11, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Debris pickup was verbally promisedI acknowledge that I missed that the verbal promise was not reflected in contractI am moving on, agreeing to disagree with the *** *** response; but I am dissatisfied with their response and I will continue to be dissatisfied with their response
Final Business Response /* (4000, 15, 2014/03/26) */
It is always regrettable when a customer is unsatisfied with the service he or she receivesThis is especially true when the dissatisfaction involves a verbal claim that cannot be supported by a signed agreementTransportation agreements are very clear in the interstate moving industryThe agreement lists the services included and the applicable tariff charges for each of those servicesThere was no debris pickup listed on the agreement and Mr*** was not charged for it in his total costGlen Ellyn Storage Corporation has an excellent reputation and has serviced the Chicagoland area for over years with high quality and honestyIt is also true that many customers get several estimates and can potentially be made many promises by several salespeopleIt is easy to get confused with who said what and whenThat is why we have a written signed agreement
After reading the Revdex.com report, I know that Mr*** will not accept any responsibility for the miscommunicationI accept that factI also realize that he did make arrangements to have the debris pickup performed and was quoted a price of $for that serviceIt is our understanding that Mr*** has now paid for the debis pickup
As the president of Glen Ellyn Storage Corporation, I have reviewed all the paperwork on this order and do not feel that Glen Ellyn Storage Corporation has fallen short in their ethics or responsibility to Mr***As a sign of good faith, I will personally write a check to Mr*** for 50% of the charges that he paid for the debris pickup, reportedly $145.00, if he will agree to completely drop his complaint with the Revdex.comThis is only a goodwill gesture to lessen his dissatisfaction level
Please advise
Final Consumer Response /* (2000, 17, 2014/03/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While certainly less than optimal, this is a good faith offer and a substantially more constructive approach than that originally taken by the businessI will accept the offerand will also rescind online reviews I have posted for this company once the "goodwill gesture" is receivedThank you
Initial Business Response /* (1000, 6, 2014/10/15) */
Glen Ellyn Storage is a contracted delivery carrier for *** *** There are regulations and procedures that are pre-determined by *** *** and the applicable retailer that sells the applianceWe are contractually bound
to those specificationsIt would not be customary for the delivery company to discuss those procedures with the purchaser as those specifications and requirements would normally be handled at the point of saleGlen Ellyn Storage does make pre-calls as Mrs*** acknowledgesA call was made by the delivery crew driver minutes prior to arrival to Mr***In that conversation, the driver, *** was told by Mr*** that he himself had already turned the water supply offHe further told *** that he would not be at the delivery but Ms*** *** an adult, would be at the residence to accept and sign for deliveryIt is this water shut off valve that is the essence of the issue*** helper, *** overheard the conversation between *** and Mr***There was no doubt in their minds that Mr*** had told them the water line was already shut off prior to their arrivalThe crew arrived at approximately 7:AM on September 16th as stated in the complaint
The crew arrived and they began to remove the old refrigeratorThe unit was pulled out and the crew noted that the water supply line was plasticIn addition to this, it was also clear that the shut off valve was not visible on the same floor levelThese are two specifications that immediately prevent the Glen Ellyn Storage from reconnecting the supply line to the new refrigerator*** the helper, called Mr*** and explained the situation and Mr*** advised the crew to remove the old refrigerator, leave the new refrigerator and he would complete the installationThis, was another acknowledment that the water line was already shut off
The existing unit was pulled out and the water line was disconnected within the first minutes of arrivalIt took another minutes to remove the doors and the freezer drawers of the old refrigerator and it was removed from the home at that pointThe water line was not live and was laying on the floorAs stated in the complaint, *** *** was present to accept deliveryMs*** also supervised the delivery and along with Mrs***, have verified that our crew was never in the basement where the shut off valve wasThere is no question that our crew did not know the location, see or touch the shut off valve at any time
After removing the old refrigerator, the crew pointed out to Ms*** that there was some water on the floorThere were a few drops of water on the floor from the initial disconnection, which is normalThere was also some spillage from the freezer as there was water in one of the drawers which appeared to be a result of the old refrigerator not properly freezingThe crew offered Ms*** an opportunity to dry and clean the space while there was no unit in placeFrom previous service calls by *** *** the old refrigerator was previously leaking and had at least two service calls prior to ordering a replacementThere were previous water marks on the floor, presumably from those previous leaks
Due to the space requirements, the new refrigerator also had to have the doors and drawers removedThis was done outside taking about to minutesThe refrigerator was moved inside and reassembledThe crew was at the delivery residence for minutesThe disconnected water line laid on the floor for over minutes and was clearly visible to Ms*** who also cleaned around itThere was no water running from the line, a clear indication that the shut off valve was closed off
The crew took a picture of the water line at that time for verificationAll paperwork was signed and the crew left, without issueNeither Glen Ellyn Storage nor the crew have any knowledge of what happened after their departure
The ***'s have reported the water damage and contacted all involved partiesAs a contractor of *** *** we have provided all requested information to them and to Electric Insurance, who makes the final determination of liability
Glen Ellyn Storage has tried to explain the situation to the ***'s and understandably they are still quite upsetAt this point *** Insurance has made the determination that there is no liabilityWe are in agreement with their position however it is their ultimate decision
Initial Consumer Rebuttal /* (3000, 8, 2014/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to address the statements made by both employees*** never said that the water was offFurther, he never talked to *** Both of the employees' statements are falseI understand that the employees might be afraid of losing their jobs and therefore might say whatever they need to say to protect their jobsWe submitted to the delivery pictures of the water valve that has not been touched since we moved to the house in The picture shows spider webs surrounding the water valve
Second, according to *** the removal of the old unit and the installation of the new appliance took about minutes, not about 40-minutesThis also can be documented by our nanny as well as nanny camera
Third, when *** arrived at home that day, the first phone call he made was to *** one of the employeesThis was not mentioned in the response to Revdex.com by the business*** refused to provide his supervisor's or manager's phone numberHe stated that "he would take care of it with his supervisor tomorrow." *** immediately called ** customer service and obtained the number to the delivery company
Finally, when the damage was reported to GE and delivery company, the case was referred to *** Insurance by ** and the delivery company*** Insurance denied the claim based on the statement of the delivery company and a picture provided by the delivery companyI obtained the picture after making several phone calls and sending several emailsI received the picture after the *** Insurance denied the claimI reviewed the picture and noticed that the plastic line was bent and pushed back to the wall facing the baseboardThe plastic line is a flexible piece of plastic 5/16'' diameterI asked the delivery company for an explanationI called the owner of the company, Mr*** ***, to discuss the matterHe was not able to provide any explanation or answer my questionsThe only answer I received from the owner of the company was that the employees were given lie detector tests, and based on their sworn statements our claims were not trueFrom the first phone call, the delivery company denied and rejected our claimThey accused *** and myself of lyingThey did not perform any inspection or verification of their employees statementsThey stated a couple of tablespoon of water is during that processedBut clearly their picture shows more than couple of tablespoons of waterIf couple spoons of water is dripping for almost hours, this would make up several full buckets of waterI would like to know why the plastic line was bent by the employees
Final Business Response /* (4000, 10, 2014/11/05) */
It is obvious that the ***'s are unhappy with our previous responseWe certainly understand the seriousness of this situation and have attempted to respond based on the facts we haveWe will not repeat our previous statements, but will attempt to clarify some issues in our second response
When Mrs*** left a voice mail for *** ***, she was immediately contactedAlthough an investigation had been performed, another one was started which included information from Mrs***, and interviews with the driver, the helper, the Distribution Operations Manager, the Customer Service Manager, the Adjuster and the Claims ManagerThe driver and helper were again questioned thoroughly and their answers were compared to cell phone records as well as electronic communication that occurs with *** *** during the delivery processWritten statements are being prepared from their interviews, and will be signed by the crewThey have also volunteered to take a lie detector test if neededMrs*** was told by Mr*** that they had volunteered to take a test during their interviewShe was not told that they had already taken oneShe was given the full results of the 2nd investigation
As requested by *** *** we have reported all facts, statements and records to them*** *** has also reviewed previous *** *** service calls made to the ***'s residence regarding previous service calls to fix a leaking refrigerator*** *** has more information than Glen Ellyn Storage has and is responsible for making the final determination on these claims
It was never our intent to imply lying on anyone's partWe are not insinuating that our crew or anyone else is lyingWe are simply reporting the facts that are available to usI apologize for that inference
There are obviously two very opposing views on this issue and this is where insurance companies are very beneficial*** investigated the facts and subsequently denied liabilityThis could be taken to conclusion by getting the homeowners insurance company involved as an interested partyThey have their own adjusters and investigators and then the two insurance companies can review the facts and make a final determination
I have been a customer of Express Transmissions for many years. [redacted] (the owner) is reliable, honest and knowledgeable. Express treats their customers like a neighbor - because [redacted] recognizes that his customers are in fact his neighbors.
I have referred many people to Express Transmissions and will continue to do so. The cleanliness and organization of his shop is a reflection of [redacted]'s attitude towards customer service. His shop is well equipped and has the diagnostic tools needed to get the job done right, and always at a reasonable price.
The 'after-sale' service I have experienced has also been top shelf - with [redacted] never hesitating to ensure total customer satisfaction.
In response to the complaint of [redacted] M. [redacted] Avenue Hanover Park, Illinois the following action has taken place.
The complaint was immediately reviewed when received on Monday January 16th by the president of the company, [redacted]. Mr. [redacted]...
immediately reached out to Ms. [redacted] on the 16th as well. Unable to talk to Ms. [redacted] personally, he was able to talk to her mother who was fully aware of the complaint and surrounding circumstances. On Tuesday the 17th, Mr. [redacted] meet with both the companies operations department and claim department. After completing his investigation he has again contacted the [redacted] family and they have reached a full and final settlement.Glen Ellyn Storage has authorized payment in the claimed amount of $540.00.
[redacted] has also notified the company, by email, that she is grateful for the settlement and extremely appreciative of the professional and prompt action taken by Mr. [redacted]. Once she has received the check she will notify the Revdex.com and withdraw her complaint.
We apologize for any inconvenience caused to any and all parties.
We have reviewed our file and contacted Mr. [redacted] directly today, 6/6/16. We have reached an acceptable resolution. Mr. [redacted] also advised us that he would be notifying the Revdex.com that this matter has been resolved to their satisfaction.
Initial Business Response /* (1000, 5, 2015/03/25) */
March 25, 2015
RE: [redacted]
Revdex.com Complaint #XXXXXXXX
Glen Ellyn Storage Corporation has worked with Mr. [redacted] and have satisfactorily resolved this issue. Mr. [redacted] has advised us that he is pleased with our response...
and the installation has been completed.
To be brief I had my first experience with Express Transmission. It won't be my last I am sure. I have been around cars my whole life and built many. The shop is CLEAN, the work force from the office staff to the mechanics were well above normal and considerate, HONEST, and concerned as to what they are doing even when the owner is not there.
I was waiting for my car so, in planning additional work that I expect to do, they had no problem developing bids and course of actions. The shop is well equipped, and the mechanics are meticulous. I know-I watched and listened for an hour or so. On major work they will be my shop of choice - it is very can do organization and they can back it up.
____________________________
I took a second to look at the two complaints listed on this site, you have to be kidding me. The first is incomprehensible. "The fixed my transmission but they did not fix the problem with the air intake that showed up 4 weeks latter." Really? I think I might have been married to that woman once. The second is complaining about "What I paid for!" And it seems he did not pay for anything, but managed to go off because his car was broken.
Note that the things brought up by the technician's test drive indicated to me that vehicle maintenance is not a priority in the gentleman's life.
I honestly do not know what people expect from service centers. I know I would have literally tossed both of these customers out. But that is just me. I found the entire organization, responsive, honest, and above all, they listen to their customers. All of them ... while I was there.
They over charge you bcuz they can't understand changes of items, so they just jack the price up. My furniture arrived damaged and wet. They're not worth the money. They do not hold up to what they say, I'm filing a claim but I'm sure there will be an excuse about the damage too.
Company isn't worth your time or hard earned money.
Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: [redacted], Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
Date: August 14, 2015
RE: Response to Revdex.com Complaint, Shipper [redacted]
We have spoken to Mr. [redacted] and believe...
that the matter has been resolved to his satisfaction.
However we would like to respond to his original complaint.
Our company, Glen Ellyn Storage Corporation, is a Last Mile Delivery Agent for the store where the furniture was purchased. That means that we have no prior knowledge of his purchase or delivery needs until the furniture is delivered to our warehouse. At that point, we contact the customer and set up a delivery time directly with the customer. Mr. [redacted] states that he called and his delivery dates were cancelled two times. Glen Ellyn Storage would not have arranged for any delivery directly with him prior to July 28th, when we received the furniture in our warehouse. Our office called to set up delivery on July 31, and left a voice mail message asking him to call back. Unfortunately, we did not make contact with Mr. [redacted] within our 2 day window. We have apologized for this.
At this time, the furniture has been delivered and as stated, we believe that this matter has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This matter is definitely NOT closed. I will re-open this complaint in the event it is closed without my permission or knowledge.
I want to remind Glen Ellyn Movers that my furniture sat in their warehouses for three days before I received a call from them. And the only reason I received a call was because
I initiated it with ZGallery. Had I not called to inquire on the status of my furniture I have no doubt that the call from Glenn Ellyn Furniture on Friday July 31st would never have occurred.
Glen Ellyn Movers refuses to acknowledge this as a problem.
As much as I would like to sever my contact with Glen Ellyn Movers, this order was split (Order #XXXXXXXNPTO). The remaining furniture is scheduled to be delivered within the next three weeks to complete this order.
It is reasonable to assume that until Glen Ellyn Movers acknowledges and corrects their mismanagement of this order that I will be go through the same nightmare when the second half of the order arrives.
I have already notified ZGallery that I will never use Glen Ellyn Movers for any purchases that I make at their store. I will be on a 'cash-and-carry' basis with them from now on. And I have gone to another furniture supplier
to complete my home decorating project as a direct result of this horrible situation.
I sincerely believe that I have been given blatantly false information from Glen Ellyn Movers and based upon their callous reply to this problem I don't see that changing. Glen Ellyn Movers refuses to acknowledge these lies or the problems they have caused. I do not want this complaint closed until the entire order has been completed. Once that has happened, Glen Ellyn Movers will never hear from me again.
Final Business Response /* (4000, 9, 2015/08/27) */
Contact Name and Title: [redacted] Controller
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
Mr. [redacted] is correct in his statement that Glen Ellyn Storage did not contact him for three days after the first portion of his furniture order arrived in our warehouse and after his phone call to [redacted] This was acknowledged in our original response. We also acknowledged this in our phone call with Mr. [redacted], and at that time, we believed that the matter had been resolved and the pieces of furniture that had been received were delivered on the requested dates. We recognize this to be an internal staffing issue, and have worked with our office staff and [redacted] to improve in this area.
The previous response was not intended to be callous. We had reached out personally to Mr. [redacted] by phone and honestly believed this was resolved.
Unfortunately, there is no way for Glen Ellyn Storage to know when the rest of Mr. [redacted]'s order will arrive in our warehouse. Per Mr. [redacted], this is a custom order and therefore its arrival is outside of our control. We are on the look out for it. Once received, we will make initial contact and ensure that his delivery dates and times accommodates his needs to the best of our ability.
Glen Ellyn Storage Corporation has been in business for many decades and works very hard to meet our customers requests. We strive to maintain quality and customer satisfaction. Our sincere apologies to Mr. [redacted] for his inconvenience and additional stress this may have caused him.
Initial Business Response /* (1000, 7, 2014/04/24) */
Contact Name and Title: [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@glenellynmoving.com
First of all, Glen Ellyn Storage Corporation would like to apologize to Mr. [redacted] for his disappointment in our...
services. We strive to fulfill our customer's needs and are equally disappointed when we cannot complete our services without full satisfaction.
That being said, however, we believe that we did everything we could to professionally deliver and install the appliances that were purchased at [redacted] and to meet the needs of Mr. [redacted].
On March 13, 2014, we were scheduled to deliver a range, dishwasher and microwave to the [redacted] residence. When our delivery team arrived, they noticed that the kitchen area was under construction and that the plumbing was incomplete. Because of this, the delivery team was not able to complete the install of the dishwasher. They completed the install of the range and the microwave. Mr. [redacted] requested that the team set up the dishwasher hoses and he would make the connections when the plumbing was completed. The team connected the hoses to the dishwasher and ran them in place as requested.
Mr. [redacted] signed for the dishwasher stating that there was no damage to the product. We were never further contacted to finish the install nor were we informed of any damage.
Mr. [redacted] called our office on March 14, stating that the microwave that was installed was venting into the cabinet. On March 15, a different delivery team checked the install and found that the microwave was missing a damper and the part was ordered at that time. On Friday, March 21, we were informed that Mr. [redacted] had received the missing parts at his residence and we immediately scheduled a team to go out on Monday, March 24th. This team attempted to install the damper, but the wrong size had been sent to the customer. New parts were again ordered and the final installation was made on April 10th.
Glen Ellyn Storage Corporation is a contracted delivery agent for General Electric. We do not directly charge the end user for installation or delivery. We are not paid for these services by the end user.
Again, we apologize for the disappointment that Mr. [redacted] experienced. We did everything in our power to rectify the situation as quickly as possible.
If Mr. [redacted] is seeking reimbursement of the delivery and installation fees, he will need to contact Home Depot where he would have been charged and paid for those services.
Initial Consumer Rebuttal /* (3000, 9, 2014/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is an extensive record from Home Depot that shows how many times the correct equipment was ordered and how many times this issues was tried to get resolved, glen ellyn storage DID NOT Install my equipment properly the first time and would not have if we the home we did not catch it. This is unacceptable as you are supposed to be the professionals and that is what you are contracted to do. As for the dishwasher, just because we the homeowner did not notice damage to the unit you supplied and were supposed to install does not alleviate you from responsibility, it is your company that is supposed to be the professionals and get it right the first time. There were five items contracted to be installed and two were not, that is not a good percentage. As for the money, we did pay Home Depot and yes glen ellyn did get paid as well, we were the payers in this process, for you to say directly or indirectly is sum antics, the end user always pays. Also, because of your lack of proper installation and length of time to get the issues resolved we had our project delayed for weeks, we should be compensated for all the trouble and time. Also, consumers have the right to know of your companies unprofessional ism and unwillingness to strive for customer satisfaction.
Final Business Response /* (4000, 11, 2014/05/05) */
In our second response to Mr. [redacted], we must emphasize the facts in our first response.
The difficulty that Mr. [redacted] experienced was more product related than delivery related, in our opinion. We are a contracted delivery agent for the manufacturer and as such we are not involved in the charges for the product, delivery or installation that the end user/consumer pays. These arrangements are made at the retail level. If Mr. [redacted]'s desired resolution is to be credited for any of those charges, he will need to refer back to the retailer. We have no knowledge of the charges that Mr. [redacted] paid for the items he purchased or the services he choose. We have no ability to refund them to Mr. [redacted]. If the retailer would find Mr. [redacted]'s allegations justified, they can refund any of his charges and then they can pursue subrogation back to the carrier. We are not allowed to discuss our contractural arrangements with parties not involved in the agreement.
It is obvious that Mr. [redacted] will disagree with our position, but there is no other option except to strongly urge Mr. [redacted] to seek resolution at the retail level.
Revdex.com:
Once the check is received on our end, then the resolution will be satisfactory to me. Until then, it will remain open and I will contact Mr. [redacted] again if the check has not been issued regarding complaint ID [redacted], and then and only then, will I find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2014/10/24) */
At the current time, we are continuing to work directly with the consumer to resolve this issue. A repair service has been scheduled to do an inspection. After a review of that inspection report, we will follow up with Mr. [redacted]....
Once that is complete, we will complete our response here.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They responded appropriately for the 1 of the 3 issues.
Issue addressed but ongoing:
1) Damaged furniture: have had a furniture inspector visit the property to inspect damage. No compensation yet.
Issues not addressed:
2) 40% underestimating of quote. This is bad business and bad sales techniques
3) They have not addressed the issue w/ the lost box. Now that I am looking for certain items I have noticed (that was most likely inside the same box) I am missing my FPV/drone equipment. Used value about $350.
Final Business Response /* (4000, 9, 2014/11/07) */
We apologize that we did not meet the consumer's expectations.
We have completed our investigation of the missing items and our conversations with the repair service. We have re-interviewed the moving crew and sales person to evaluate the overage on the estimate.
At the time of the estimate, the [redacted]'s indicated that they would be moving many boxes themselves, and this was taken into account when preparing the original estimate. The crew has indicated that although the [redacted]'s did move some boxes themselves prior to moving day, the moving company did move more than was estimated. There was also a sofa in the basement that had to be left behind after the crew tried to move it out of the basement, thereby taking up time. There was also additional valuation purchased at the time of the move that was not included in the estimate. However, despite these differences in the estimate versus the actual charges, we do feel that the overage was excessive and will be offering the [redacted]'s a good will gesture to settle this matter.
A final claim settlement in addition with this good will gesture will be sent to the customer today in order to satisfy the [redacted]'s expectations.
Glen Ellyn Storage takes customer service very seriously and has an excellent record in doing so. We take pride in making every attempt to meet the expectations of our customers.