MXD Group, Inc.

I apologize for your delivery
experience thus far. MXD would like to rectify this situation with you as soon
as possible. MXD is prepared to offer a resolution to you for this matter. You
can expect contact from MXD very soon.
We appreciate your business.Thank you,Laci H[redacted]Customer Care...

Manager

We apologize for your experience. We strive to provide excellent customer service and support.  Your claim has been turned over to our insurance adjuster.  You may call [redacted] at Paul Hanson Partners at ###-###-####.  The email address for the adjuster is [redacted]....

[redacted].com

It's just another apology and is not a resolution of anything.

I reviewed the response made by the business in reference to complaint ID 1[redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]

This complaint has been satisfactorily resolved between MDX and myself.  A partial refund check was sent to me last week.  I didn't respond to your request because I hadn't yet received the settlement check when you had sent me the request.  Sorry about that.  But, I am satisfied with the settlement that I received.  Could you please change the outcome in you public records to reflect that?  Thank you,  [redacted]

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Dear Miss [redacted],My sincere apology for the delay in response.I was able to locate your [redacted] mattress order in our system. I do see it was delivered to the address we had on file on 3/07. I have started the process of getting the proper notations entered into our system in order to...

pick up the mattress from the incorrect address and deliver it to your proper delivery address. You can expect a phone call today by the end of business with a more concrete update.I also apologize for your experience with MXD Group thus far. This is not the level of service that we strive to provide to all of our customers. I do hope we are able to make this right and delight you with our service going forward.Thank you for your business,Laci H[redacted] Customer Care ManagerMXD Group

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Hello Mrs. [redacted], I apologize for your negative experience with MXD thus far, two failed delivery attempts is unacceptable. I have been in contact with your local delivery hub in Denver over the past but unfortunately, there was no way to have your item delivered by the 27th. The first option...

available for delivery is the 1st of September which you are currently scheduled for. I am also currently reaching out to our claims department to get your $60 in compensation for your time off work. I will keep you up date on this. Again, I apologize for the poor service you have received thus far with MXD. Thank you, [redacted] M[redacted]- Intern

Hello Mrs. [redacted], I contacted our claims department and they sent me the sign document of the claim as you mentioned. The claim process itself should be complete and you should be receiving your payment soon.  Thanks, Oliver M[redacted]

Hello- There was a check in the amount of $300.00 issued to the customer [redacted] sent on 10/18/16.  Our records show the check was cashed by the customer on 10/26

[redacted],
Thank you for expressing all of your concerns regarding your experience.  Customer service is very important to MXD Group and I can assure you use best practices regarding claims resolutions and risk management. 
I would like to fully address your complaint in detail:
1) MXD is...

not responsible for missed delivery dates.  All merchandise and shipping dates are coordinated through Sears.  MXD Group is given the merchandise the day Sears scheduled the delivery and our subcontractors deliver it.  Any frustration with missed delivery dates should be addressed directly with Sears and/or Sedgwick.
2) MXD Group can refuse to hook up gas lines for various reasons.  While I am not clear of the reasons behind your statement our subcontractor refused a hookup, hookups would be refused for reasons such as corrosion, wrong fitting size, no gas service at time of delivery, etc.  It is not MXD's responsibility to ensure an item is hooked up by a designated time.  Any frustration with a refusal to hook up the gas line should be addressed with Sears.
3)MXD Group did an installation on 4/18 and a SoCal Gas came to your residence same day.  No documentation has been provided to show how your family was without hot water and if so, there is only enough documentation to show you may have been without hot water for a period of hours on 4/18/15.  Your claim for a forced evacuation and needed housing for your family members needs to be legitimized.  This can be done by sending the following information to me for review:
Published date of wedding service noted in your claim.
Itinerary for family members including any documentation that shows their stay at your residence.  This may include but is not limited to plane, bus, or train ticket stubs as well as gas receipts or other documentation showing your family travelled at a distance great enough to reside at your residence for an extended period of time. 
Documentation for the housing bills unpaid and pay stubs for housing for your claimed forced evacuation. 
A written affidavit by the gas company technician who did your claimed repair stating the home was not habitable, along with his identification number with SoCal Gas.
4)Your claim for a refund of all items charged that were faulty or damage during installation should be supported with further documentation.  Please forward to me for my review any documentation you have showing negligence on the part of MXD Group and/or our subcontractor that caused damage to the hose or pipe. 
5)The missed work needs to be documented as well.  From your claim, Phil Lee had to miss work on multiple occasions to make himself available for incomplete deliveries/installation attempts and attending to a gas service leak emergency.  From the items I gather, you claim that Phil took off 3 days of work (2 days for missed delivery attempts and 1 day for final install/gas leak emergency).  Again, missed deliveries and claims for missed work due to a final install should be addressed with Sears directly.  MXD Group's responsibility is to take possession of the merchandise within 24 hours of install. 
6)Safety and risk posed to family and pain and suffering need to be addressed.  Please provide any additional documentation you have to legitimize your claim.
Unfortunately, until further documentation requested above is provided, MXD Group is only prepared to settle your claim in the amount of $132 as a customer service gesture. 
Please let me know how you wish to proceed.
Highest regards,
Dylan B.

We apologize for the experience.  We strive to provide excellent customer service and support.  White glove delivery should have been provided and I apologize it was not.  The delivery agent has been fined for not providing the service.  A property damage claim was entered for...

the broken picture frames that were broken during delivery.

Hello-We apologize for your negative experience with one of our delivery agents.  Please believe that we strive to provide excellent customer service and support. I see your delivery was made today, January 10th and hope you are satisfied with your purchase.  We look forward to providing...

future service and apologize for any and all inconvenience you experienced. Thank YouSusan R[redacted]

Thank you for your reply.  In response my outline of the approximate estimate of damages and loss is $2512.50 based on labor and materials.  Bear in mind that my home is in a rural area of Colorado and labor is hard to find and always at a premium.  These figures are conservative for these issues.
Regards,
[redacted]

Hello Mr. [redacted],  I...

apologize that you have not been delighted by your experience with MXD Group thus far. Your order indeed was in Cincinnati and was picked up yesterday (8/16) and sent to your local delivery warehouse in Baltimore. Within 24 hours upon the arrival of your shipment to the Baltimore warehouse, you will be given a call to schedule a delivery date. A specific time window for the delivery will be provided the day before the delivery. Thank you for your business, Oliver M[redacted] - Intern

We apologize for your experience with MXD.  We strive to provide excellent customer service and support.  We see your delivery is being made today 11/14/16.  The reason for the delay in delivering the mattress after it was found during our dock search is that our drivers only go to...

[redacted] one time per month.  We hope you will be satisfied with your purchase and look forward to providing future service.  We apologize for the delay in response.