NAL Group Reviews (%countItem)
NAL Group Rating
Address: PO Box 351, Norwich, New York, United States, 13815
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Address: PO Box 351, Norwich, New York, United States, 13815
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When I ordered the product online on May 9th, 2020, proceeds were debted from my checking account and I was given a delivery date of May 29th. When no one called or I received no contact, I attempted to contact the delivery service to get a date. There is no expected delivery date on the website, and when I call any number to speak with someone, I wait on the line for up to 45 minutes before being asked to leave a voice message, but are then told that the message box is full and am unable to leave a message. When I attempt to do the online chat, it states that there are no agents available. I have also attempted to email, but no response. There is no way to get a hold of the company to find out where the products I have already paid for are at.
This response is to acknowledge the complaint
filed by *** concerning the delivery of products purchased from ***
at *** Our
primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation,
and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”)
with whom we have contracted to perform services on our behalf. Typically, we enter
written contracts with clients to provide their needs throughout the US. In
this instance, *** purchased products from ***. ***’s contracts
with NAL Group/Installs LLC to perform delivery services. After further research into this complaint: It was found that we were never in possession of the items
ordered by ***. We escalated this to *** because we never
received the item from the distribution center and therefore we could not
deliver. Sincerely, Kenya
C*** Manager,
Claims NAL
Group/Installs LLC
May I leave a review with NO stars??
I still have not heard from NAL since they didn’t deliver again today! iKEA sent them to the billing address, not the delivery address the first time. IKEA said they corrected it and yet they did not show again! Even if they went to the wrong address again, there were 15 people there! No attempt was made!
You HAVE to be kidding me that I have to spend another 4-12 hrs waiting on them! I have spent 8 hrs now & they have NOT DELIVERED!
IKEA IS CLOSED DUE TO COVID AND WILL NOT ANSWER, NAL says their hands are tied until they hear from IKEA, they will not accept the email to me from IKEA. They send me to IKEA customer service after keeping me on hold for 40 mins.
We purchased an extended warranty plan for our dishwasher over one year ago. After five different visits to repair the appliance, we were told that we needed a new appliance. I received a phone call last Friday 5/22/20 which urgently told me to pay an additional 148.38 in order for the delivery to be scheduled. I paid the amount instantly, and was scheduled to have the dishwasher delivered today. Around 1:15, I called the company to try to determine when the dishwasher would be delivered and was told that it was not going to be delivered today. I was told that it was shipped to the wrong location, however no one can tell me where or when I can get it rescheduled for delivery. I asked to speak to a manager and was told one would call me back. After waiting over an hour with no phone call, I called back again. Again, I waited on hold for over 1 hour and was told they have no idea what is going on with the delivery of my dishwasher, of which I have paid for. I again asked to have a manger call me and I have yet to receive a phone call. This is completely unacceptable as they have my money and I have nothing.
This response is to acknowledge the complaint filed by *** concerning the delivery of products purchased from *** Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, *** purchased the product from *** and was scheduled for Friday 6/5/2020 with *** Services LLC. On 5/21/2020 we were notified by *** that the order was no longer scheduled due to pending payment. An email was sent to *** on 5/22/2020 inquiring about the pending payment. We spoke to the customer that same day and sent an invoice and we were informed that she will follow up with *** concerning the extended warranty she purchased. The order was also rescheduled for 5/29/2020 with *** Services LLC. On 5/26/2020, the order was reassigned from *** to *** Since we were notified that the equipment was delivered to the incorrect servicer. The order was removed from schedule status. We attempted to arrange for the equipment to be given to ***. On 5/29/2020 *** called in to speak with a supervisor. She was advised to expect a call back from a supervisor within 2 hours. The supervisor contacted *** later that day advising that we were still working on her order and an update will be provided on 5/30/2020. On 6/1/2020 we received a Revdex.com complaint and one of our team leaders spoke with her and advised that the order was still being investigated. The order was scheduled for 6/3/2020 with ***. On 6/3/2020 the order was updated as completed. Sincerely, Kenya C NAL Group/Installs LLC
We placed our order from *** on May 1st and had a delivery date for the 25th of May. *** uses NAL group to deliver apparently. On the 24th we got three confirmation calls that it would be delivered the next day. On the morning of the 25th we got a cancellation call. When we got ahold of someone to reschedule there wasn't a open time till the end of June. I finally got someone to move it to the 27th (today) and again they canceled and said it wont be delivered till the 29th. When I talked to someone at NALgroup on the 25th they had no explanation for the cancellation and when I talked to someone at *** they said that our package had left them and now was NALgroup's problem. I couldn't get ahold of anyone from the NALgroup today till 4pm after trying all day and all they said there is nothing we can do for you.
This response is to acknowledge the complaint filed by *** concerning the delivery of products purchased from *** at *** Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, On account of COVID-19, we have experienced delays in shipment and fulfillment this, unfortunately, caused a delay in delivery, however, we show that this order was scheduled for delivery and should have been completed on 5/29/2020. After further research into this complaint: Due to fulfillment delays at no fault of Installs/NAL Group any refund requests would need to be directed to ***. Sincerely, Kenya C Manager, Claims NAL Group/Installs LLC
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I would like to move the complaint to ***. If they believe that the problem is with ***.
Regards
The address for the *** is
I had an order with *** that this company was delivering for me. The delivery was to be made Between 1:00pm and 5:00pm on Saturday, May 23. I received several calls letting me know that my delivery was to come as scheduled. On Saturday, I had an unmarked van pull in my drive way; I watched it pull in from my large picture window by my front door. My dogs also watched the van pull in and barked. My brother, who was in another building on the property right in front of where the van pulled in, also watched the driver pull in. I saw one of the delivery persons open the back of the van, which had a blue interior with two yellow strips running the length of the van, and get inside. My brother watched a delivery person get out of the front of the van, open the back, get inside, close the doors of the van behind him, and leave. Shortly after, I went outside to see that my delivery was not made. To make sure this was not a mistake, and it was a different delivery besides my *** order, I checked my email. Only thirty minutes after the van was in my driveway I received an email from *** confirming my delivery. I called *** immediately since my order was not delivered. I also have recording of the delivery van on my ring doorbell. *** had on recorded that my delivery was in fact made and there was a picture of a box with parking slips proving my order. The *** representative realized that the picture taken could not be my order and asked me to call back in 24 hours so my situation could be resolved. So I deceived to call North American Logistics myself to figure out what was the problem. When I got in contact with costumer service, I was told that my delivery was made. The driver reported that he left my delivery on my patio. The driver never left my drive way. This was not true. I explained that to costumer serviced and the person then sent my situation to the market manager. I then spoke with the market manager, and she told me that my delivery was reported to be left in front of a white fence. The white fence I have is blocked by plants. No delivery could be left there. The only exposed part of the white fence is the gate to get in and out. I would have noticed three large *** boxes containing two cabinets, a sink, and a mirror left in front of the only exit for my house. Then the market manager explained that the driver said my delivery was left near a front door on a patio. I told her that was impossible since my dogs would have barked, I would have seen the delivery through my large picture window, and it agin would have blocked the only way out of my house. This was not possible. So then the market manager said that my delivery must have been made to another address. She was going to help me right the situation but it would take two days. I did not agree to that feeling I should not have to wait and being suspicious that something else was going on. The market manager then said that she would reorder my order through *** and have it sent by Monday, May 25. I did not hear anything else from this company until I called Sunday, May 24 in the afternoon. I was told that *** did not answer emails sent to recorded my order and that my missing delivery was still being looked into. Again, I did not receive any communications about my order until I contacted the company again on Monday, May 25. I was told *** was not responding and my reorder that should have arrived that day had not even been approved yet, and there was still no word on what happened to my lost delivery. I was told that there would be a conclusion by the end of the day. It is now the afternoon on Tuesday, May 26 and I still have received no word or communications from North American Logistics. I called *** this morning to cancel my order and was told I would have to wait and see about a refund for shipping with North American Logistics.
This response is to acknowledge the complaint filed by *** concerning the delivery of products purchased from *** at *** Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, On account of COVID-19, a signature is not required which resulted in the acceptance of the products by another customer. The wrong customer drove the items to ***. Pieces were missing and we confirmed with *** that these items will get shipped out via FedEx. Sincerely, Kenya C Manager, Claims NAL Group/Installs LLC
I have reviewed the response made by the business in reference to complaint ID, and accept the how my complaint was resolved. However, the only reason my issue was taken care of was because of the market manager for the Sacramento area who assisted me. She was the one who helped me get my replacement parts that were missing and was investigating my missing delivery. Also, I mentioned the signature because it was reported to me that I singed for my delivery; I did not and do not know who did. You should speak with your delivery drivers about your covid19 policies. Obviously they are not aware.
Regards
On Wednesday April 15th I placed an order from *** to be delivered to my residence on or around 13 May. *** fulfilled the order and provided the items to NAL group for delivery on 12 May as indicated by email from ***. I confirmed with NAL group on 13 may that they did indeed have my items. My original delivery date was scheduled for 13 May,it was subsequently rescheduled to 18 May citing my area is only serviced on Mondays. I then received an email notification telling me I need to reschedule my delivery again due to it being pulled off the route. No reason was given for this. I spoke with a supervisor named Nick Abbey in the Buffalo, NY office, assured me he would follow up and ensure delivery on Monday the 25th. As Monday was a holiday I did not expect delivery. I received a confirmation email for delivery on the 26th. I called tis morning May 26th to confirm my delivery. Delivery was confirmed for between 1000 and 1400. 15 minutes later I received an email rescheduling my delivery. I placed a phone call to the regional office servicing my delivery and was told that they only serviced my area on Monday and would not be delivering today, no reason was given. I called the corporate office and was told the earliest date I could receive my items was 1 June. As this is the 3rd time I have heard this story my trust in their process has eroded and I do not believe that I will receive the delivery of my items.
Horrible. I was supposed to have an *** order delivered on a Friday. I received a call the day before giving me a 11-3 window. The next day I even received a courtesy call saying they were approximately 5 minutes away. They never showed up. After dozens of calls and texts to the number that left the 5 minutes away call, and unable to get through to *** - I was able to establish several separate connections to NAL Group's online chat feature. I will say each person I talked to seemed helpful and was certainly polite and apologetic regarding my frustration. The first person I talked to assured me my order was on the truck and still headed my way even though the delivery window had passed. There within the hour I was told. 2 hours later I checked the tracking feature which told me that my order had been delivered and that I had signed for it! Boy did that make me furious as I had been waiting at work way past closing time waiting for the delivery. Indeed it had not been delivered, let alone that I had signed for it. Online chat person #2 tried reaching the driver and the driver's manager with no luck. She promised to call me back with an update by COB (about an hour away). to here credit she did. The driver "mistakenly" entered delivered when he should've entered "was not there". Now, I did have a 30 minute window when I wasn't on the premises but I had my phone with me at all times and they are supposed to call. I don't believe they missed me. That online chat person said I would have to reschedule the delivery directly with ***, she wasn't able to do it for me. The next morning I tried for hours to get through to *** with no luck. I tried the online chat option. Once again a very nice, seemingly helpful person. Sure we can reschedule, how about Tuesday. Can I change the location of the delivery? My home rather than my business - easier to have somewhere there ready to receive the order. Yes, delivery will be made on Tuesday. Today is Tuesday, the window I was given for deliver has once again passed. Online chat person #4, not quite as overly pleasant as the others - "your order isn't in the warehouse". What does that mean? "It means we don't know where you order is, once we locate it, we will contact you to arrange delivery." Like I said, horrible. *** isn't much better since I can't get through to them for any reason what so ever. I will probably have to stop payment on this through the bank but I don't want to have to do that. I want what I ordered to be delivered properly as I essentially contracted *** and NAL to do.
They will not answer calls or email from me or *** customer service. My *** package was supposed to arrive on May 14 2020. No updates no nothing .I have no idea if my package is still arriving.
May 22, 2020This response is to acknowledge the complaint filed by *** concerning the delivery of products purchased from *** for delivery at ***Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, *** purchased products ***. ***’s contracts with NAL Group/Installs LLC to perform delivery services.After further research into this complaint: The missed delivery was due to a fulfillment issue from the vendor, the product ordered was no longer in the vendor's stock. customer should have been advised, but the delay in delivery is of no fault of NALG. The vendor has assured NALG that they will contact the customer to advise them of the status. Once the vendor has addressed this with the customer and we are notified by the vendor product is available, NAL Group will be more than happy to deliver. Sincerely,Kenya CManager, ClaimsNAL Group/Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this has been such a horrible experience I have canceled my order to avoid this whole mess.
Regards
We were notified the delivery the night before and the delivery date was incorrect. The delivery was unsuccessful on 4/29, and it's been 16 days with multiple voice mail and calls while no one replied to us and inform us how and when to deliver our products.
Company File #: cannot locate an order in our systemThis response is to acknowledge the complaint filed by *** concerning the delivery of products in San Francisco CA. Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, we were unable to locate an order in our system using the information contained in this complaint and unfortunately, we were unable to locate an order. On 6/1/2020 an email was sent to *** asking for additional information to locate an order in our system. To date, we have yet to receive a response. Sincerely, Kenya C Manager, Claims NAL Group/Installs LLC
I bought a mattress from *** Club and paid the extra $100 for deliver and to haul away the old mattress. This was on March 5th 2020. When the original delivery date came, I received an email the night before pushing the date by a week. Fine, one day notice sucks because I took a half day for work, but whatever. The next week, they didn’t even give a courtesy of one day notice. I didn’t find out until 3 hours AFTER the stated window that I wouldn’t be getting the mattress that day. It’s now been 2 months and 4 missed delivery appointments. I say missed, because “cancelled” implies they communicated with me in some way. They have NEVER communicated with me. I have called them a dozen times, and I’m always told they will have the regional manager or whoever contact me. They never do. It is amazing to me that such an awfully organized company can still be in business. I also do not understand their ‘A’ rating with Revdex.com considering every single review is negative!
Here at Installs LLC, we pride ourselves on providing quality service. At the time this order was received we were going through a difficult time dealing with the COVID 19 Pandemic. Including a reduction in staff and moving everyone from the office to work from home. We subcontract with local Independent Contractors and was very limited in coverage in this area at this particular time. Also only being able to provide the service on a Tuesday or Thursday per request added to our then coverage issues. In an effort to make this right the order was completed and compensation was offered and provided as a gesture for the delay in service at this unprecedented time. We sincerely apologize for any inconvenience this may have caused and hope that or commitment to complete your service that you continue to be a customer of our client Sams Club.
Company stated purchased products were delivered on 3/24/20 at the front door of my residence, but in reality no goods were delivered. I contacted *** who I purchased from and the delivery company and both state products were delivered to the front door and pictures were taken, but a picture can not be produced. I was present at the house due to COVID-19 and there was not an attempt to deliver any products to my residence.
March 30, 2020Revdex.com100 Bryant Woods SouthAmherst, NY 14228Kenya CNAL Group/Installs LLC241 Main StBuffalo NY 14203 Re: ***Complaint ID #: ***Company File #: ***This response is to acknowledge the complaint filed by *** concerning the delivery of products purchased from *** at ***
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, *** purchased products from ***. ***’s contracts with NAL Group/Installs LLC to perform delivery services.After further research into this complaint: As a response to the current COVID-19 outbreak; our company, in conjunction with ***, has mutually agreed to move to a drop-off only delivery service to promote social distancing and minimize potential exposure. In speaking with our delivery carriers, we believe the item was delivered to the correct home, however, since the customer has not received the delivery, we have reached out to *** to work on a replacement order or some kind of a remedy to the situation. We believe that given the current outbreak, that these are the best measure to take. As a third party delivery company, we do not hold stock of articles, they need to be replenished by the vendor. We have e-mailed the vendor twice to request a replacement shipment, but at this moment, we have not received an update. Once a replacement is made available, NAL Group will be more than happy to deliver. Sincerely,Kenya CManager, ClaimsNAL Group/Installs LLC
On 1/9/2020, Time - 1:55 PM, Installs Inc delivered a Television/exchange to my house. My new 3/4 solid oak hardwood floor was accidentally damaged by the delivery crew when "sliding" the 75'' TLC 8 series TV across the floor. What caused it was a screw indented into the bottom cardboard. My wife was in the bathroom when she heard a giggle followed by a Explicit Word, but didn't think anything of it at the time. They placed the television against the family room wall just under the shelf and my wife signed the company release form without notating any damage because she could not see any, as it was Hidden under the 5'5'' Tv Box. When I got home minutes later, I noticed 2 small scratches near the front door and became suspicious. I gently turned the t.v. box and discovered the 4' foot deep scratch with chipped planks going across the grain in a straight line. I took Multiple pictures upon discovery, and immediately contacted Best buy on the same day of Delivery (1/9/2020), which told me to call Geek Squad National, and then to call Sedgwick @ 855-832-1338 for claims. I had left Multiple Voicemails because no agent would answer their calls. I called best buy again and was directed over to multiple people until someone was able to provide a email address for the claims department. I was able to send an email detailing everything that happened on 1/9/2020 on the same night of incident along with a dozen pictures. After not hearing anything back via email or phone, I had searched the Best buy corporate Online forums and found a good number listed for Sedgwick and got hold of an agent. On Jan. 16, they finally sent a reply informing me that Installs INC is responsible and to contact [email protected] which I did later in the evening, on the same day. I filed my claim along with 2 repair quotes. After waiting, I finally get the news that Installs Inc refused to pay for any damage because my wife did not notate any visible damage on the release form, which She would had not seen because It was Hidden under the TV box Installs INC delivered. I have multiple witnesses that can Testify that the damage was not present until after Installs INC damaged my property. I replied respectfully to the agent to reconsider their decision and gave them 2 weeks before filling a complaint with the Revdex.com.
March 9, 2020Revdex.com100 Bryant Woods SouthAmherst, NY 14228Kenya ChatmonNAL Group/Installs LLC241 Main StBuffalo NY 14203 Re: ***Complaint ID #: ***Company File #: ***This response is to acknowledge the complaint
filed by *** concerning the delivery
and installation of a TV at ***
Our
primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation,
and assemblies of consumer electronics, appliances, home, and outdoor furnishings. A network of independent contractors (“servicers”)
with whom we have contracted to perform services on our behalf. Typically, we enter
written contracts with clients to provide their needs throughout the US. In
this instance, *** purchased services from Best Buy. Best Buy contracts
with NAL Group/Installs LLC to perform delivery and
installation services subsequently NAL Group/Installs LLC, in turn, subcontracts
the service out to independent contractors. This service was subcontracted out to Big Boyz
Trucking LLC. The report that NAL
Group/Installs LLC received from Sedgwick (the company that handles third party
claims for Best Buy) on 1/16/2020 via
email stated that “CUSTOMER STATED TV DELIVERY WAS MADE TO HIS HOME. THE
DELIVERY MEN SLID THE TV BOX ACROSS THE HARDWOOD FLOOR. CUSTOMER ADVISED THERE
WAS A SCREW INDENTED ON THE BOTTOM OF THE BOX. CUSTOMER STATED HARDWOOD FLOOR
WAS LEFT WITH A 4 1/2 INCH & 4 FEET LOND SCRATCH WITH ACHIP MARKS.”On 1/17/2020 we forwarded the tender to
our field de[artment to review and reach out to Big Boyz to discuss how they are
going to move forward. It is noted on 1/20/2020 that our damage claim representative
had sent a claim form to Bradley E. Stevens to fill out and return to us. It is
noted on 1/21/2020 we received and uploaded the claim form and pictures from
*** and forwarded them to our field department for review. On
1/24/2020 and 1/28/2020 our damage claim department reached out to the field
department to get an update on the investigation and how we are proceeding with
the claim. On 1/29/2020 we received an email from Bradley
E. Stevens looking for an update at which time we sent an email to the field
department. We received a response from the field stating that the claim will
be denied due to the Proof of Delivery Form being signed off on and there were
no damages notated and there were also no calls to our customer service or dispatch
department from the customer or Best Buy until approximately 7 days later. A
denial letter was emailed to the customer at this time including the details of
the denial.On 2/3/2020 we received an email from
the customer at which time we forwarded it to the field department to see if
they would reconsider their decision. We responded to the customer via email
that if it has been decided to reopen the claim that he will be notified. On 2/13/2020
we received an email from Bradley E, Stevens that we will be receiving a Revdex.com complaint
and the email was forwarded to our field department. On 2/25/2020 we forwarded
the Revdex.com complaint to the field department. On 3/6/2020 we received the fol.lowing
response from our field department: “WE ARE GOING TO STAND BY OUR DENIAL OF
THIS CLAIM. DUE TO OUR PAPERWORK, THE CLIENT SIGNED THE PROOF OF DELIVERY WHICH
STATES: CLIENT ACKNOWLEDGEMENT AND RELEASE*** BY SIGNING BELOW I AGREE THAT
SERVICE WAS PERFORMED AS NOTED ABOVE, WAS COMPLETED TO MY SATISFACTION, AND
THERE WAS NO DAMAGE TO MY PRODUCT, RESIDENCE, OR PERSONAL PROPERTY (UNLESS
NOTED ABOVE), AND I ALSO RELEASE BEST BUY STORES, L.P., ITS PARENT COMPANY, AND
AFFILIATES, AND THIRD PARTY SERVICE PROVIDER FROM ALL LIABILITY FOR ANY DAMAGES
(EXCEPT AS NOTED ABOVE).”Unfortunately, the claim remains denied
at this time. The expectation is that before a customer signs the paperwork the
homeowner does an inspection of their home after the delivery and installation and
the areas the service providers are working in to ensure there have not been
any damages and if so to notate them clearly on any paperwork and do not sign
the paperwork.Sincerely,Kenya
C***Manager,
ClaimsNAL
Group/Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I contacted Bestbuy at least 3 to 4 times on 1/9/2020 and the phone number each employee gave me was listed as 800-433-5667, and 855-832-1338. After leaving multiple voice mails, I Called Back bestbuy and got an Email Address ([email protected]). I SENT email on 1/9/2020 9:25pm, Detailing Everything that happened. After More silence, I went on Best buy forums and searched extensively to obtain 800-620-7409 which was when I got hold of a human being and not a voice mail. My wife is a high risk and could not move a TV of that size, and the damage was hidden Underneath it so it was not visible during Signing.
Regards,
***
I did contact on 1 /9 /2020, and called multiple times daily.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
Damage was impossible to see at the time of signing as my wife cannot move the box and it was Hidden underneath It. PLEASSE VIEW The attachment. IT shows the DATE, and TIME I Emailed Best Buy -Sedgwick about the property damage. It shows I called multiple times on January 9th, and the Email about the damage was SENT on the 9TH because NOBODY would ANSWER their PHONES. (THE 9th was WHEN YOUR CREW DAMAGED MY HOME, USED SWEAR WORDS, and GIGGLED ABOUT IT).
Delivery charge for a set date and time that was unfulfilled on multiple occasions. They did not help in resolving the issue nor did they take ownership that they made a mistake. The order wasnt even on the truck. Both my wife and I called out of work to have this delivery. It wasnt a 1 day thing but two days of issues then they wanted us to take off work monday to wait around.
Ordered a delivery of my *** furniture, NAL is responsible to handle the delivery scheduled on Friday 01/31/20.
It was probably due to phone signal issue, I was waiting aside my phone but nothing rings. After several minutes, I see the missed call and immediately called back for a couple of times, no one answered. After 10 minutes, I have to call the headquarter and was told they already classified the order as failed delivery and request me to pay delivery fee again to get the order. I have my phone record showing the first call they give is 2:40 and I called back 2:46, the driver never picked up the call.
I think they should give a head up call 30min to 1hour before the delivery and should wait for more time when phone call missed, which is super normal.
I was never provided precise delivery time, and I had already try my best to wait next to my phone for the whole day.
This response is to acknowledge the complaint filed by *** concerning the installation of a TV at ***
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter written contracts with clients to provide their needs throughout the US. In this instance, *** purchased furniture from ***. ***’s contracts with NAL Group/Installs LLC to perform delivery services subsequently “NAL Group” who in turn subcontracts the service out to independent contractors. The report that was received from the independent contractor stated that “The customer was given a pre-call on January 30th to let them know the time frame for their delivery. There is no record of a pre-call once the driver was on the road. Unsure if the driver gave the pre-call from his personal cell phone. When the team arrived at the customer’s home, they called the customer at which point they could not reach them. The team then called into the office which tried to reach the customer. The office was also unable to contact the customer. The office then reached pout to the *** Hotline. *** then attempted to contact the customer and was also unable to make contact. *** provided a case number for the call.” NAL Group bills *** directly for all services. Since NAL Group does not charge *** customers directly for delivery. *** would be who would need to be contacted regarding the double charge for delivery that the customer is disputing. NAL Group will be more than happy to provide the customer with the contact information for someone at *** to discuss. Sincerely, Kenya Ch*** Manager, Claims NAL Group/Installs LLC
I ordered a dishwasher online from ***. On Jan 18th 2020 the installers from NAL group delivered the dishwasher and attempted to install it. The installers asked for additional $100 to replace a plastic valve and shut off my hot water. They were not plumbers and they pretended to know what they were doing. They broke my hot water pipe and then "recommended" me to hire a plumber. I couldn't have hot water for 10 days. *** assign a claim case number and a rep for me. The rep passed my file over to NAL group who represents the installers'company - *** and NAL group denied my claim.
NAL group did damage to my property during a delivery in late July. I started their claims process on August 13th 2019 in order to recoup the $500 it cost me to repair the damage. The claims representative that I have been dealing with is Rachel R, I completed the process of providing documentation and signing a release on October 24th 2019. I was informed then that I would receive a check in 14-21 business days. On November 27th 2019 I contacted Ms. R again to let her know I had yet to receive the check. I received a response from Ms. R that she forwarded the message to the market manager. The market manager called me to explain that there had been some sort of issue and that I would receive the check within the next week, unfortunately I do not have her name or contact information as she was unwilling to provide those. On December 18th 2019 I once again contacted Ms. R as I had yet to receive the check, her response was that my inquiry was sent to the market manager. All subsequent communication I have had with NAL group has been by phone. On January 23rd 2020 I called Ms. R and she supplied information that their accounting department claims that the check was sent in October and has not been cashed, when I explained to Ms. R that those claims made no sense she offered no solutions and was unwilling to provide any contact information for someone who could.
I have been made aware that the customer has received their check.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company has yet to reimburse me for the damages to my home, the last communication I had with them on 07 FEB 2020 I was informed that they mailed the check on 27 JAN and that I would receive it in 14 to 21 days. I have received nothing from them, any statement to the contrary is entirely false.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Revdex.com spoke to customer and the following was relayed:
I have received the check. The business had not mailed the check as they stated in their response, it was sent by Fed Ex two days after.
Regards
I ordered new appliances thru Best Buy and the delivery service was Nal Group.. The men showed up at my new house on September 12th late...and proceeded to take our new fridge off of their truck and unwrapped it in the street absolutely noticing that it had been severely damaged it had a big dent in the front of the fridge on the front door . When my daughter noticed it she told the men that she was not accepting this refridgerator dented up like that and the men said they refuse to take it back and then customer care was called. After talking with customer service they proceeded to still complain about putting in our oven by saying the turn off valve was not properly close enough to install and it was 4 ft from where it was to be installed...6ft is what was required. The men were severly rude with my daughter and were fighting with her about everything to the point where one of them refused to do anything and the other one had to talk him into removing the fridge...Since they were removing the appliance finally they proceeded to tell my daughter that all of the appliances had to be removed because they couldn't leave them here incase something else was damaged??? As they were finally removing the damaged refrigerator they told my daughter she had to sign this paper stating that they were removing the damaged appliance...She did sign...and they left..My daughter proceeded to leave the house and noticed that our front step that is made of Slate was broken with a very large half moon shape out of it...I have pictures..We proceeded to call Best Buy and they contacted Nal and for the next few months we have been complying with all of their requests...sending pictures, estimates of the damage, They asked if we had live video or camera footage of their men damaging the step...REALLY!!! After 2 months of arguing with them they denied our claim because they said when my Daughter signed the paper to remove the appliances it has a disclaimer in the bottom that say that they are
not responsible for any damages...So then our claim went to a company called Sedgewick to a Callie H who sends me an email telling me my claim is not over and asked the same questions about send pictures and the estimates , since then we have been emailing her and a Shelly B from sedgwick until the end of October since then I have been emailing both of them to find out what is going on with my claim to no prevail Claim Number #*** Escalation # *** This step cost me 725.00 dollars to fix and I did not even use real slate to replace the real slate was 1500.00 I have the estimate and pictures and receipt of the Damage...I understand I purchased these appliances thru Best Buy and they were understanding and escalated my claim. I am not sure How a company like NAL GROUP can utterly disregard our claim and then Sedgwick can give us false hopes that they will take care of us and then ignore every email and call...Please Help
Sincerely
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the US. In this instance, the customer purchased appliances, delivery, and setup from our client Best Buy. Best Buy contracts with Installs LLC/NAL Group to perform the services subsequently “Installs” who subcontracted Big Bell an independent service provider to complete the delivery, set up and remove the old unit(s). The research that was done using our system diary log shows: On 9/18/2019 Installs damage claim department received a tender via email from Sedgwick stating that there was damage done to the customer's property during the delivery we performed. The tender was forwarded over to the field department to report back to us when the service was completed and which servicer completed the service. On 10/4/2019 Installs received information from the field department that the order was completed on 9/12/2019 by Big Bell. Installs emailed *** a copy of a claim form that needed to be filled out and returned to us in order to move forward with a claim decision. On 10/8/2019 Installs received an email from the customer stating that they did not receive the claim form on 10/4/2019 or an email containing the form. The form was resent to the customer.On 10/10/2019 Installs uploaded pictures and estimate and resent *** the claim form again per request. On 10/11/2019 We received information from the field department that there is no proof that the damage was caused by Big Bell and if there is no current footage available of Big Bell damaging the steps and there is a clean signature on the work order the claim will be denied. Installs sent *** an email asking for any video footage she may have available. *** responded that there is no video footage and she will be sending the claim form asap. On 10/14/2019 Installs received an email from the field department that the claim is being denied due to a signed work order that there were no damages caused during the delivery by Big Bell. There is also no evidence that shows Big Bell is responsible for any damages. A denial letter was emailed to ***. On 1/10/2020 it was noted that a Revdex.com complaint had been filed and it was forwarded over to field department and a claim was reopened. On 1/13/2020 the field department responded as follows: About our decision: “NALG WOULD LIKE TO APOLOGIZE FOR ***’S EXPERIENCE WITH OUR DELIVERY TEAM. WE HAVE COMBED OVER ALL THE PAPERWORK, PICTURES, AND NOTES FROM THE DAY OF THE DELIVERY. LOOKING AT THE EVENT COMPLETION FORM, WE CAN SEE THAT BOTH THE UNITS WHICH WERE SCHEDULED TO BE DELIVERED AND INSTALLED WERE IN FACT RETURNED TO THE WAREHOUSE. WE WERE UNABLE TO INSTALL THE RANGE BECAUSE IT WAS OUTSIDE OUR SCOPE OF WORK AND WERE UNABLE TO DELIVER THE FRIDGE DUE IT ITS COSMETIC DAMAGE. ACCORDING TO THE DELIVERY TEAM, ***’S DAUGHTER WAS ON-SITE TO ACCEPT THIS DELIVERY AND FOLLOWED THE TEAM THROUGHOUT THE HOME DURING THE EXTENT OF THEIR STAY, INCLUDING SEEING THEM OUT THE DOOR. AFTER THE TEAM LOADED THE PRODUCTS BACK ON THE TRUCK, ***’S DAUGHTER WAS PRESENTED WITH THE EVENT COMPLETION FORM. IF YOU LOOK AT THE BOTTOM OF THE EVENT COMPLETION FORM UNDER THE CLIENT ACKNOWLEDGMENT AND RELEASE, YOU CAN SEE THAT IT WAS SIGNED BY SIGNING BELOW I AGREE THAT THE SERVICE WAS PERFORMED AS NOTED ABOVE, WAS COMPLETED TO MY SATISFACTION, AND THERE WAS NO DAMAGE TO MY PRODUCT, RESIDENCE, OR PERSONAL PROPERTY (UNLESS NOTED ABOVE), AND I ALSO RELEASE BEST BUY STORES, LP., ITS PARENT COMPANY, AFFILIATES, AND THIRD PARTY SERVICE PROVIDER FROM ALL LIABILITY FOR ANY DAMAGES (EXCEPT NOTED ABOVE).IF THERE WAS ANY DAMAGE TO THE HOME, THE FORM CLEARLY STATES THAT IT IS TO BE WRITTEN IN THE NOTES SECTION ABOVE. SINCE THERE WAS NOTHING WRITTEN IN THE ABOVE SECTION, THE CLAIM WAS DENIED. ALTHOUGH WE ARE TRULY SORRY THAT *** DID NOT HAVE THE BEST EXPERIENCE WITH OUR TEAM, WE STAND BY OUR DENIAL OF THE CLAIM. THANK YOU FOR YOUR TIME.” Sincerely,Kenya CManager, ClaimsInstalls damage department LLC/NAL Group
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My Daughter *** was fighting with these gentlemen for an hour to the point where one of the gentlemen had to take the other outside because he was saying he was not taking back the damaged appliances because he was not doing twice the work and not getting paid, at the end she just wanted these gentlemen to leave with the damaged appliances , So the one gentlemen said just sign this and we will leave with the appliances, so she signed the document in distress after this unreasonable man was fighting with her for an hour in her own home...This is no way acceptable. Regards
Installation was originally scheduled for 6 January 2020 between the hours of 8am to 5pm. Was advised that I would receive a call on the 6th narrowing down the time the installers would arrive. No call was received.
Contacted NAL Group after 3pm to find out when the installers would arrive. I wad informed that the installation was scheduled for the hours of 12pm to 3pm. Rep was unable to contact installers.
Received a call from the installers at 3:30pm and was advised there were still 2 installations ahead of me. It's now 6:12pm with no sign of the installers and no phone call from them since their only contact at 3:30pm.
Totally unacceptable. If you can't make an appointment, dispatch another team that can do the job as scheduled.
I purchased a kitchen appliance set for my family from Best Buy and Installs Inc came by to deliver and install the products on 11/21/2019. They removed the old appliances and moved most of the new appliances in without issue. The stairwell they used is small and some of the appliances caused some damage to the wood floors, mostly where the installers had to readjust (set the appliance on the floor and tilt). I went over the damages with the installer on my walkthrough and he acknowledged the damage and told me to file a claim. I was then asked to sign for receipt of the product and I was told that I was only signing for receipt of the product. I had to go to the hospital because my daughter was there, so I assumed this was true because the installer had no reason to lie and I went over the damages with him. I also took a video of the floors immediately after the damage and have that time-stamped to show that the damages occurred during that time since fresh gouges would be lighter on the wood floors. I contacted Tim, the supervisor, and told him about the damages. I notified the insurance company and I was informed that the supervisor, Tim, who was not present during the install said that they did not cause the damages. I sent in measurements of the fridge and the stairwell to show that the installers had to set the appliances down and tilt causing damage. It is almost impossible to get the fridge in without maneuvering and adjusting along the way since the clearance on the stairwell is so low. The insurance company has said that Tim refused to take responsibility and therefore is not liable. I appealed this and his lies are causing this process to be prolonged. I asked the insurance company to send someone out to verify since sending the measurements of the clearance and fridge was not enough and am waiting to hear back.
This response is to acknowledge the complaint filed by *** concerning delivery and setup of appliances at ***
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home and outdoor furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the US. In this instance, the customer purchased appliances, delivery, and setup from our client Best Buy. Best Buy contracts with Installs LLC/North American Logistics Group to perform the services subsequently “Installs” who subcontracted Timothy P an independent service provider to complete the delivery, set up and haul away of the old unit(s). The research that was done using our system diary log shows: On 11/16/2019 Installs damage claim department received an order in our system from Best Buy scheduled for 11/21/2019. The order was automatically assigned to Timothy P based on ***’s location, and the services purchased. On 11/22/2019 Timothy P updated the order notating the services were completed with no issues. Timothy P uploaded photos as well as a copy of a signed work order that was signed by all authorized parties. On 11/23/2019 Best Buy notified Installs damage department that they received reports of:
Scratches on the bamboo floor going up the stairs. Dent in the Over The Range (OTR) Microwave. The refrigerator is leaking from the water dispenser.
Installs damage claim department created a new order to go out and do a troubleshoot. The troubleshoot order was scheduled for 11/27/2019. On 11/25/2019 Installs damage claim department received a tender from ***. Installs damage claim department called *** and also sent an email attaching a claim form that would have to be filled out and returned as well as requests for any pictures, or documentation related to the claim. On 11/27/2019 Timothy P noted the system and called into Installs customer service department to report that the refrigerator is not leaking from any of the connections that they made on the original installation date, the refrigerator is defective and referred the customer to the manufacturer for further assistance. Timothy P uploaded a copy of a signed work order, a picture as well as closed the order out as completed -no issues. On 11/29/2019 Installs damage claim department processed 27 files received from *** on 11/28/2019 and forwarded them to the Installs field department for review. On 12/2/2019 Installs damage department received feedback from the Installs field department that the claim was being denied due to reports that:
Timothy P used carrying straps when handling the appliances so they never touched the floors or the steps.Most of the pictures supplied by *** are inconsistent with damages that could even be caused by an appliance. The paperwork was signed off on by the authorized person left at the home stating that they were satisfied with the services and no damages were caused by Timothy P.Installs damage claim department received an email from *** stating that they received an estimate for replacing the stairs however the floors could not be repaired. Installs damage claim department responded to *** advising that the claim had been denied and attached a denial letter stating:
About our decision:
Our review showed that there is no proof that the servicer did this damage. There is a work order on file with a signature by a party that was left at the home with the authority to sign for the delivery as well as authorized to sign the Event Completion Form that shows no notation or acknowledgment by the authorized party of damages being caused during the services provided. Additionally the servicing company owner provided the following statement and does not accept liability: (Spoke with my install team for this one. They used the carrying straps. The units never touched the wood floors or steps. Most of the damage in the pictures is inconsistent with damage that even could be caused by an appliance. There are scratches that go in all directions. We did not cause the damage to this customers floor.) If you have information about this claim that may affect our decision, please forward it to us as soon as possible. Installs damage claim department received additional pictures from *** which was also forwarded over to the Installs field department who reviewed and advised the claim was still denied. This information was relayed to ***. On 12/23/2019 Installs damage claim department received a Revdex.com complaint which was forwarded again to the Installs field department who reviewed all the information contained in the files. Installs damage claim department received a response on responded on 1/14/2019 that the claim will remain denied. Installs is not an insurance company, we have a separate department that facilitates communication on claims received between the customer, client, and the independent contractor that provided the services. Installs customer service department setup an order for Timothy P to return to the home on 11/27/2019 to address all the issues reported and it appeared all that was addressed at that time was the leaking unit. The stairs and the dented OTR were never mentioned on the original paperwork as well as on the troubleshoot paperwork. Installs damage claim department communicated with *** throughout the claim process. It is the expectation that a customer does a walkthrough of the areas the service companies are working in to ensure that there have been no damages done to the property and that the units are working properly before signing the work order. At this time there is currently no proof or causation report showing that the installation provided by Timothy P caused the claimed damages. Sincerely, Kenya C Manager, Claims Installs damage department LLC/NAL Group
This outfit holds its customers in disdain. They are able to stay in business only by selling their services to other companies that similarly have contempt for customers like Conns.