Of Service transportation, inc

I am rejecting this response because it does not resolve the
complaint. 
It was not “in order to show good faith” that [redacted] wanted to send
another wood floor expert, but because the first quote of $5,000 from LA
Hardwood Flooring did not align with what he wanted to offer us as settlement.
The reason why it took so long to get in contact with [redacted] from Dande
West Hardwood Floors is because 1) [redacted] was too busy to make the initial
contact. [redacted] had to email [redacted]’s contact on September 16. 2) As of
September 16, we tried multiple times to no avail to reach [redacted], however the
business is located in Rancho Cucamonga and there was spotty cell tower so
[redacted] says he didn’t receive our calls or that he was busy at the time. We had
to reach out to [redacted], again, to ask if there was something wrong with
[redacted]’s contact. When we finally made contact with [redacted], he informed my
husband that he was unaware of the situation. He thought that it was a mere clean-up
service. We explained the situation to [redacted], who called [redacted] for further
details on the service. This alones tells me that there is definitely a
communication issue between Dande Hardwood Floors and OST. We, also, informed
[redacted] that we are available early mornings and after 4pm on weekdays, but that
weekends are more preferable for us. To which, we were surprised that [redacted]
informed us that he does not work on weekends. This stunt does not “show good
faith” to the client, as it seems OST deliberately chose the most difficult-to-schedule
appraiser for us to work with. Therefore, forcing us to accept the baseless
settlement. OST should give us another appraiser option, more local to our residence
like LA Hardwood Flooring to “show good faith”.
My husband had informed [redacted] many times, during phone conversations,
that it is difficult to take time off during the weekday as my husband and I,
both, have taken plenty of time off to be available for Ashley HomeStore for
delivery, fixes, and store visits to address this issue, since our initial
purchase of July 16. Despite our conversation, [redacted] does not take into
consideration the clients’ situation nor exhibit OST’s motto of being a “brand
ambassador”.
On October 3, [redacted] informs my husband that OST does have other
appraiser in our area. So, I know there are other appraiser options
closer to our residence, as seen from the first appraiser from LA
Hardwood Flooring, that OST can select from. However, [redacted] deliberately
chose Dande West Hardwood Floors from Rancho Cucamonga, whose business
primarily services the Rancho Cucamonga and Pomona area, to make it more
difficult for us as clients. The distance alone made [redacted] hesitant of coming
out to offer an estimate.
In addition, we have offered to reach out to local hardwood floor experts
for an estimate and submit that to OST for review. We have offered to look up
local hardwood floor experts that should make [redacted]’s job easier. We have,
also, inquired about OST’s list of appraisers so that we can work with an OST
approved appraiser, if that would make OST happier.
We are willing to work with OST and have proposed multiple options that
would expedite this claim, alleviate some of the work from [redacted], and work
for both parties; however, [redacted] has declined all our proposed resolutions. Therefore,
we cannot accept the final settlement because there is no basis for the amount.
Nor would it cover nearly the amount I would have to pay to fix the damage.
We did not ask the delivery team to damage my property. However, the fact
remains is that they did damage my property and I need to get it fix. The
in-home damage team should offer a settlement that takes that into
consideration and reflect sufficient funds to address the damage.
For OST to say “There is nothing more OST can do at this time…” is
utterly false as explained from above. However, OST is insistent on collaborating
with their clients and forcing their clients to choose between what is right
and what benefits OST, rather than the client.

In order to show good faith and in order to resolve this matter we contracted another wood floor expert to inspect the floor and give another opinion. The company is Dande West Hardwood Flooring and we spoke to [redacted]. We asked if he could go out and inspect the floor and provide his professional opinion and an estimate to repair. After several attempts [redacted] finally spoke to the customer on 9/24 at 545pm and stated the customer will only accept appointments after 6pm weekdays or only on the weekends. When [redacted] explained he can not do after 6pm and is not available weekends the customer told him that he would need to schedule according to their convenience. [redacted] further stated the customer told him he would not flex from those times at all. The decision from Dande West was that they would rather not be involved with this customer. There is nothing more OST can do at this time and the final settlement letter stands.

The business dealing in question was for a purchase and delivery made for a customer in the name of [redacted]. There have been several emails and phone conversations with someone named [redacted] including a call this very afternoon. A freight claim is a legal matter and is handled the same...

with every claim. We provide every customer a claim form and we instruct them to make sure to submit any and all items they allege are damaged during a delivery. We further instruct a customer to provide any and all evidence, pictures, correspondence, etc., to assist us in providing a fair and equitable resolution or settlement offer. In this specific case, the customer returned a claim form stating the delivery team left "scuff marks" on their floor and provided a picture of the same as evidence. Also listed was a "scratched wall." The other items listed were due to a previous delivery and were handled through Ashley Furniture directly. All that would have been left to address by OST would have been the floor and the wall. In good faith we sent an appraiser out to review ONLY the damage listed on the provided claim form and shown in the pictures to provide an estimate. It was the professional opinion of the appraiser that these were merely smudge marks possibly from a shoe and could be cleaned. In fact, when the Ashley Furniture representative went to the home to replace the bedding items he also cleaned the smudge marks to the satisfaction of the customer.OST staff acted professionally and did all that they could to resolve this matter according to the documentation and evidence provided by the customer. We offered a settlement of $200 for the cleaning of the floor and repair to the wall and went one step further and offered an additional $200 for the inconvenience of having to schedule time off again ti allow someone in to their home to complete the process. It wasn't until shortly after we provided the offer that a scratch to a floor was mentioned for the first time. The estimate provided to the customer was fair and equitable based on the evidence provided by the customer him\her-self.