Of Service transportation

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 afternoonA freight claim is a legal matter and is handled the same with every claimWe 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 deliveryWe 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 offerIn 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 evidenceAlso listed was a "scratched wall." The other items listed were due to a previous delivery and were handled through Ashley Furniture directlyAll that would have been left to address by OST would have been the floor and the wallIn 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 estimateIt was the professional opinion of the appraiser that these were merely smudge marks possibly from a shoe and could be cleanedIn 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 customerWe offered a settlement of $for the cleaning of the floor and repair to the wall and went one step further and offered an additional $for the inconvenience of having to schedule time off again ti allow someone in to their home to complete the processIt wasn't until shortly after we provided the offer that a scratch to a floor was mentioned for the first timeThe estimate provided to the customer was fair and equitable based on the evidence provided by the customer him\her-self

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,from LA Hardwood Flooring did not align with what he wanted to offer us as settlementThe 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 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 timeWe had to reach out to [redacted] , again, to ask if there was something wrong with [redacted] ’s contactWhen we finally made contact with [redacted] , he informed my husband that he was unaware of the situationHe thought that it was a mere cle serviceWe explained the situation to [redacted] , who called [redacted] for further details on the serviceThis alones tells me that there is definitely a communication issue between Dande Hardwood Floors and OSTWe, also, informed [redacted] that we are available early mornings and after 4pm on weekdays, but that weekends are more preferable for usTo which, we were surprised that [redacted] informed us that he does not work on weekendsThis 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 withTherefore, forcing us to accept the baseless settlementOST 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 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 areaSo, 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 fromHowever, [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 clientsThe distance alone made [redacted] hesitant of coming out to offer an estimateIn addition, we have offered to reach out to local hardwood floor experts for an estimate and submit that to OST for reviewWe have offered to look up local hardwood floor experts that should make [redacted] ’s job easierWe have, also, inquired about OST’s list of appraisers so that we can work with an OST approved appraiser, if that would make OST happierWe 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 resolutionsTherefore, 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 damageWe did not ask the delivery team to damage my propertyHowever, the fact remains is that they did damage my property and I need to get it fixThe in-home damage team should offer a settlement that takes that into consideration and reflect sufficient funds to address the damageFor OST to say “There is nothing more OST can do at this time ” is utterly as explained from aboveHowever, 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.