P & S Sales, Inc.

Complaint: [redacted]
I am rejecting this response because:
After I filed the Revdex.com complaint, the manager contacted me again and, again, said they would pay for the carpet cleaning. The carpet was cleaned by a carpet cleaning company. I paid for the cleaning directly to the carpet cleaning company and submitted the receipt to the manager as he requested so I could be reimbursed. I never received reimbursement for the carpet cleaning. I emailed the manager again last week to ask about the status of the check, and I still have not received a response.
Regards,
[redacted]

On June 29th, 2014 our estimator performed thephysical survey and provided the written proposal  (Ex. 1&2)  for the customer’s move to Georgia.  At that time the destination address waslisted as “to be determined” since they had not located a new home.  Without knowing where...

a shipment isdelivering, we do not include the shuttle charges in the accessorial serviceslisted on the estimate. Instead these charges are listed on the “AdditionalServices Price List” (Ex. 4) for potential services which may be needed atdestination. This is provided to our customers with the estimate to showan exact break down of what these costs would be if needed.  In this circumstance, the price listed forthe shuttle service was $1114.81, and was based on the estimated weight of12,968 pounds with 5,036 pounds delivering to their home, and 7,932 poundsdelivering to a storage unit. The day before delivery was scheduled, the [redacted] driver contacted ouroffice, and advised us that a shuttle would indeed be needed and that ourestimator had forgotten the unpacking of the television crates. The estimate was written as an Assured Price Protection estimate,  which means we charge the lesser of theestimated charges or the actual charges based on weight and packing. The actualpacking came in under the estimated amount, and the weight was slightly underas well (Ex. 7&8). This entitled the customer to a credit which we wereable to use to offset the cost of the shuttle.  Our estimator called the customer andexplained the situation and advised her that the additional cost would be$131.91 which included the amount for unpacking the television crates. Ourestimator apologized for forgetting to put the unpacking service on theestimate. After speaking with the customer, we advised the [redacted] driver toproceed with the delivery. At that time he informed us, that there had been achange to the order and that only 2600 pounds would be delivering to storageand the other 10,000 pounds would be delivering to the apartment. Since the shuttle charges are based on the weight, the shuttle price increasedby $449.92. Our estimator again reached out to the customer to inform them ofthe additional charges.  As an advocatefor our customer, we requested the driver perform a reweigh of the shipment togive the customer verification of the actual weights and charges. There does appear to be a signed copy of the destinationbill of lading scanned into the Atlas System (Ex. 6). A copy of this is usuallygiven to the customer at destination when they are asked to sign it. We willgladly forward a copy of this, with all associated documents that break downthe charges. We will also send the customer another copy of the InterstateMoving Guide, which was given to them on June 29th. This brochurecontains all of the information needed to process a claim. Since EDC did not perform the hauling or delivery of theshipment and the driver is an [redacted] driver and not employed by EDC,we can’t provide further information regarding the driver, the delivery, or thereweigh. We have reached out to [redacted] and requested verification ofthe actual weight that was shuttled to the customer’s home.  [redacted] will determine if any refundis due to the customer. We did however forget to include the unpacking of the TV boxes and we willgladly mail a check to the customer to reimburse for that amount.

We received a call from this customer saying the delivery crew had tracked mud on her carpet. We apologized and told her we would certainly have it cleaned and asked her to send us a photo of the carpet so we could address it with the crew. The customer then sent us a photo of carpet that showed no...

signs of any damage or dirt at all. Our account manager called the customer and asked her if she could send a photo of the area that had been tracked on, and she said that there wasn't any, but she felt that there would be dirt in the carpet even if we couldn't see it. At that time the account manager advised the customer that she should contact her place of purchase because without any actual damage he couldn't approve the cleaning. Shortly afterwards, the customer posted several negative reviews online and management went ahead and authorized the carpet cleaning, which to our knowledge has been completed already.