MXD Group

First let me apologize for the poor customer service experience you went through I realize our hold times are long due to it being our peak season so I'm sorry for the delays you went through trying to reach us We do strive to provide excellent customer service and support and am so sorry we fell short of the mark.Thank you

Ms [redacted] , Thank you for expressing your concerns regarding the delivery Please understand that the delivery paperwork attached does not note anything in regards to damage as you claim The signature on the document was compaired to the signatures you sent us and MXD finds no evidence to suggest the delivery team forged your signature or altered the paperwork in any way MXD Group does almost million deliveries per year and this is the first complaint I am aware of where it was stated the delivery team forged a signature Please note that your claim is still under investigation and no decision has been made determining liability at this time As I stated to you last Thursday, please forward the emails we discussed that you sent to the manufacturer of the merchandise on the days following the delivery MXD Group needs as much documentation as possible to facilitate your claim Thank you,

At this point I consider this resolved, but I would like MDX to be aware of its shipping issues and perhaps pay attention to the amount of items they destroy during shipping

Again I apologize for your negative experience with the MXD Group There is no excuse for the service you received and no one is sorrier for that than me I see you did receive your merchandise and I hope you were satisfied with the delivery.Thank youSusan R***

The time of year doesnt excuse your poor customer serviceMany companies keep a full staff leading up to christmas to handle the increased businessRegardless of how upset I am, I realize asking you to remove statements from your website is unrealisticCan you possibly provide me with a direct number to call to speak to someone at the MXD group facility in Elkridge, MD? That is where my current machine is and has been for over a week (tracking number [redacted] )I need it before Christmas because its a gift for someone

Hello-This claim has been settled as Ms [redacted] has signed a release form and a check is being sent to her

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

Hello-The reason we were unable to pull up the order was because the order was in the name of [redacted] and not [redacted] The delivery receipt clearly shows that Ms [redacted] signed for pieces on 1/18, the recliner and sofa I have attached the POD for you to view When I spoke to the delivery agent, they told me Ms [redacted] called in a few days later after the delivery to report she had not received the recliner Please view the attached proof of delivery

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

We apologize for your experienceWe 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] @ [redacted] .com

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/ 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

Thank you for your reply In response my outline of the approximate estimate of damages and loss is $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- This has been sent to our property damage department as of 10/17/

Hello Mrs***, I apologize for your negative experience with MXD thus far, two failed delivery attempts is unacceptableI 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 27thThe first option available for delivery is the 1st of September which you are currently scheduled forI am also currently reaching out to our claims department to get your $in compensation for your time off workI will keep you up date on thisAgain, I apologize for the poor service you have received thus far with MXDThank you, [redacted] M***- Intern

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

Hello Mr***, I apologize that you have not been delighted by your experience with MXD Group thus farYour order indeed was in Cincinnati and was picked up yesterday (8/16) and sent to your local delivery warehouse in BaltimoreWithin hours upon the arrival of your shipment to the Baltimore warehouse, you will be given a call to schedule a delivery dateA specific time window for the delivery will be provided the day before the deliveryThank you for your business, Oliver M [redacted] - Intern

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me Regards, [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/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/ 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 days of work (days for missed delivery attempts and 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 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 $as a customer service gesture Please let me know how you wish to proceed Highest regards, Dylan B

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

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.