Maria Wolters, Herbalife Independent Dist.

After reviewing the customer file, we mistakenly charged the customers credit card on file for the balance dueWe have refunded the customer the entire balance due of $and will contact her to discuss a resolution and payment planOver 90% of our customers pay for their balance due using their credit card on file so this was an oversight made on our part Please let me know if you have any further questions/concerns Thank you, [redacted] ***

There were multiple damages on her moveTwo members of our management team went to her home to view the damagesAfter that meeting we coordinated a vendor to go in and begin the repairsThere are a couple of outstanding damages that our claims manager is working to get resolved (Refrigerator,
stove and a couple of dresser/wardrobes)We have ordered the necessary hardware for the stove and refrigerator and will be coordinating a time to have it installedWe are also in the process of trying to set up another appointment with the customer so we can confirm the exact pieces needed to repair the dresser/wardrobesWe are working to get these issues resolved as soon as we canProgress is being made and we are near completion
Please let me know if you have any additional questions/concerns
Thank you
*** *** *** ***

Hello,After further discussion of the current situation, we have come up with the following resolution options: Based on all of our information on the damaged items, we will offer a $settlement We can have managers go to the customer's home to gather information on the damaged pieces We would then order the necessary replacements and come to install/assemble the items We can have managers go to the customer's home to gather information on the damaged pieces We could then order the replacements and have them sent to the customer for her to assemble.Hopefully one of these options will be suitable We hope we can get this cleared up as soon as possible.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.A cash settlement of $750 is not acceptable, I will accept a cash settlement of $1500. 
Regards,
[redacted]

We have issued a settlement check in the amount of $1,029 for the damaged door that our customer had replaced by her repair person.  In the process of replacing the door, our customer upgraded the door which is why we did not issue a settlement for the entire replacement cost of...

the door and installation, which was $1,758.01.  We were liable to replace the door that we damaged with the same like/kind, which is what the settlement offer represents, including labor.  During the course of working to repair the damaged door, we had a staff change within our office which lead to a lack of communication on our end for a few months.  During this time, all emails sent to our previous employee were forwarded to our [redacted].  On March 13, 2017, Christina's email that was sent to our previous employee, was forwarded to myself, the [redacted].  I was out on vacation and responded to the email as soon as I returned on March 25th.  At that time, I apologized for the delay on our end and put her in touch with our [redacted], Cory [redacted].  He continued communication with Christina until he reached a settlement with her which she accepted on April 27th, but shared her disappointment in our resolution.  We stand by our settlement offer based on the fact that the replacement door was upgraded from the original door that we damaged.  We are sorry that Christina is not happy with this resolution and are willing to repair/reimburse her for the other damages that were reported at the time of the move:  2 broken mirrors and 1 scratched picture frame.  Christina was not interested in repairing these at the time, however we are still offering to resolve these damages should she want to proceed.  We hope to work with her to resolve her concerns.  Please let us know how to proceed.Thank youLisa [redacted]

After reviewing the customer file, we mistakenly charged the customers credit card on file for the balance due. We have refunded the customer the entire balance due of $625.30 and will contact her to discuss a resolution and payment plan. Over 90% of our customers pay for their balance due using...

their credit card on file so this was an oversight made on our part.
Please let me know if you have any further questions/concerns.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Their response does not address my preceding email and the points I made as well as my concerns. I would like a complete response with a concluding settlement taking place.
Regards,
[redacted]