Pierce Construction

Dear [redacted] & [redacted] , Thank you for your response I am sorry you find our offer unsatisfactory; however, due to the nature of your dispute, we have been very willing to cooperate in attempt to offer you a fair and reasonable resolution Based on your response, I have provided below the answers to your questions I have also included our thoughts to resolve this in a fair and equitable manner Issue #1: You are not entirely wrong in your statement; however, we found a very promising and identical table top based on the picture you provided of your tableI stated over our phone call that I would try to look for your table top and in the event I could not locate it, either a claim would be required or I would look into replacing or reimbursing you for the table top Upon our review of this matter, the solution we could offer you was to file a claim for your missing item We are very sorry that you have a missing item to begin with; however, I made every attempt to help you recover this missing item rather than directing you to the claims department Issue #2: I would like include here a part of the resolution email I sent you that indicates that I did go over in detail the extra items that were not on your estimate: “After reviewing the extra cubic feet that was added to your contract resulting in an additional $(not $300), I have been able to conclude that the extra amount was properly charged to you I compared your inventory list and your estimate received by Daniel The estimate Daniel sent you did not include the extra items that I found on your inventory forms on the contract The estimate included boxes, however, you an additional boxes The estimate also did not include the following items: plastic bin, ironing boards, folding chair, trash can, pictures and vacuum The total extra items that were not included in your estimate amounts to about cubic feet Based on what the foreman found, he charged you correctly even though the extra cubic feet was probably closer to cubic feet due to the different box sizes Based on my findings, there will be no reimbursement here.” All of the boxes that were included in your shipment, including the additional, were packed by the owner, in moving terms this is known as “PBO” Therefore, we do not know the contents of the boxesThe boxes that were extra averaged about cubic feet each and the other household goods totaled an extra cubic feet Thus, the cubic feet of the extra boxes and extra items totaled an additional cubic feet Issue #3: While dispatch arranges transit, our company policy is to never give guaranteed assurance of delivery dates for many reasons When our team notified you of your delivery ETA, the dates that were discussed were merely an estimated time for arrival Our company prides ourselves in quick turn arounds for delivery, averaging about 3-business days from the first available date listed by our customers By law, we have business days from the first available date for delivery In your case, the dates that were first provided to you were only estimated, however, soon after your items were delivered In fact, your items were delivered business days from your first available date Issue #4: I would welcome you to forward any emails or phones call made regarding contacting our owner As the General Manager, I am responsible for handling all inquiries for customers requesting to speak to a higher authority In the event a request is made to speak directly with the owner of our company, a formal request must be made where in turn our company lawyer will represent our owner Based on our records, no attempts at all have been made or received Issue #5: Based on your explanation that you were charged extra for packing the mattress and my review of your contract, I offered you a $reimbursement for the improper charge by your foreman and an overall token of apology for the mishapYou stated that he charged you $extra, therefore, I was able to reimburse you the latter charge and in addition, offering a little extra for the situation Based on all my efforts and offers, I have made reasonable attempts to resolve and compensate you for the experience you had with our company I also encouraged that you file a claim, which I still recommend you do so Since the beginning and even now, we take your complaint and experience very seriously Our goal is to satisfy every customer in every way we can We understand you had a negative experience; therefore, I have been very cooperative in helping you every step of the way to try to offer you a very fair and reasonable solution Should you feel that our offer is still unsatisfactory, I respectfully suggest arbitration with the Revdex.com to settle this matter Please let me know how you would like to proceed I look forward to your response Sincerely,Jessenya C [redacted] j.c [redacted] @greatheightsrelocation.com 1-800-314- ext

Dear [redacted] & [redacted] , I want to take this moment to respond to you in regards to your complaint with the Revdex.com and to further assist you to resolving this matter As you are aware, I have been your main point of contact for our company I am the Client Relations Director and General Manager of Great Heights Relocation I want to outline to you our efforts we have made to help resolve your concerns and want to address your concerns so we may further assist you My goal is to resolve this with you in any way we can On August 31, 2015, I received your email regarding some concerns with your move On September 4th, I responded to your email and included that I would be looking into your concerns so that I may address them accordingly On, September 9th, we spoke over the phone regarding any updated information from my end and also ending the conversation that I would be receiving an email from you for a conference call that I wanted to have with you all We tentatively scheduled to have a call on September 11th to discuss in detail all of your concerns In the meantime, I was awaiting your confirmation and continuing to look into your concerns as I stated before by email Two weeks later, on October 1st, [redacted] called to get an update as you had not heard from anyone regarding the status of your missing items After speaking to Mr [redacted] , we agreed to have a conference call with you to go over in detail all of your concerns so that we could resolve everything once and for all The conference call was set for October 5th and an email was sent to you for confirmation on October 2nd On October 5th, our conference call was successful and I was able to get a better understanding all of the issues you had originally expressed to me before by email I followed up with our call by emailing you an outline of what was discussed on the same day On October 7th, I sent you an email to update you on my progress On October 12th, I sent you another email of my progress On October 13th, I sent you an email requesting more information I needed for our resolution On October 14th, I sent you an email with the solution for all your concerns On October 19th, I sent you a follow up email since I had not heard from you stating if you had received my email You responded on October 19th stating you did receive our email and stated you were consulting with your family's lawyer for review of your situation You also stated in this email that you would be filing a claim for the missing item On October 20th, I sent you my response and informed you what to do to file a claim for all your concerns and attached the form for filing a claim Regarding your issue #1, lost merchandise, my effort in helping you since the beginning of September was to try to investigate if your item was missing where it could be I mentioned to you that it’s not a quick process and it would take me some time to review with my dispatch and warehouse team After several weeks, we were both finding no luck for your missing item Upon finalizing a solution for you, you sent me a picture of what your dinging table looked like for my reference After many weeks, we did come across an identical table top of what you provided that is yours, however, you claimed later on that you did not recognize what we found after sending you pictures So, by that point, I informed you that the only thing that I could do and to resolve this issue is to file a claim for your missing items You expressed in an email that you would be filing a claim for your missing items As of today, November 10, 2015, our claims department has not received a claim from you Regarding your issue #2, increase of cost on the day of pick up, was an issue I also addressed with you As I stated before, a binding estimate is an agreement between you and Great Heights Relocation that the total cost of your move will not exceed a certain amount based on the description of services and the quantity of items listed on the estimate Since your estimate was not based on an “in-home” survey, the cost of your move was based on the inventory you provided us upon booking After we had our conference phone call, I agreed to look further into why you were charged extra on the day we picked up your items to ensure the accuracy of your contract After careful review and upon my findings, the reason for extra charges incurred on the day of your move is due to the fact that you had at least more items that were not listed on your estimate This in turn amounted to at least more cubic feet resulting in a correct additional charges Per your contract that was signed by you adhering to the extra charges, more cubic feet was applied resulting in an additional $ In addition, upon my review, I did find that your foreman charged you for packing of your mattress when that should have been included Based on my findings, I offered to refund you $for the packing the foreman charged you by mistake and offered another $for the inconvenience As of now, we are still willing to offer you the $ Regarding your issue #3, delivery, you stated that you were told your items were estimated to arrive on August 21st, possibly August 22nd Your items were delivered on August 28th, business days from your first available date As I stated before, we cannot give exact dates due to the nature of this industry That is why we only can provide you with estimated times for arrival I further explained that by law, we have up to business days for delivery Your delivery was a very quick turnaround, business days later from your first available date Not several weeks later In regards to your attempts to contact our owner, no emails, phone calls nor faxes have been received in attempt by you to contact our owner As I stated before, any further communication you need can be made directly to me as I oversee all operations for the company At this time, we are still willing to help you resolve all of your concerns In order to resolve everything two things need to happen: 1) is to file a claim for your missing items and 2) is to let me know if you accept our offer to reimburse you the $originally proposed and an additional $I can offer you out of good faith I have attached the form that instructs what you need to do in order to file a claim You have up to months from your delivery date (8/28/15) to file a claim I truly hope we can resolve this issue and please contact me directly if you have any questions We have made every effort to solve all of your concerns I am very disheartened that you filed a complaint against, however, even though we feel the nature of your complaint is not justifiable, we will continue to make an effort to resolve everything Sincerely, Jessenya C [redacted] j.c [redacted] @greatheightsrelocation.com 1-800-314- ext

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[My response to the business directly today at 2:PM CST: Thanks for the update JessenyaI'm disappointed to see that you're not willing to mitigate the situation and my inconvenience$off a $2400+ bill after I have been inconvenienced for an additional days from original delivery is insignificantYou are not even willing to meet me halfway! This is NOT a resolution...]
Regards,

A check for the amount of $was mailed to you right after you signed the settlement formThe check was mailed via *** and you were not available to receive it*** left you several messages to pick up your check from their facility at your convenience.I have checked the company call logs
and there was NO phone calls or voice messages by you on 06/29/2015, as you have stated on your complaint.We were under the assumption that you had received your check and all was wellSubmitting a complaint months after you have signed a settlement form agreeing NOT to post any bad reviews is uncalled for! I have tried to contact you several times yesterday via phone and via emailyou have not returned any of my calls or replied to my email.Due to the fact that there was no response back from you and because you have breached the agreement on the settlement form you have signed, we will only reimburse you based on what we are supposed to which is $per lbper article.We will be mailing you a new check for the amount of $The additional $that we had offered in the past was out of good faith

Hello,*** *** shipment was picked up 04/18/The moving estimate that was provided to *** *** based was based on a list of items that was provided by *** ***. The moving estimate states as follows: "This moving estimate is based on the current list of items which you have
provided for your sales representativeYour price is subject to change if the actual inventory you have increases on the pickup date or if the dimensions you have provided are not accurate."The total moving estimate was for $2,and included:CF @ $per CFPacking services & supplies for $weeks storage - FREEpick up location within miles - FREEManager discount of $232The total size of *** *** goods is CF and that is why her moving estimate increased by $432, CF of extra items @ $per CFThe delivery schedule is as follows: DELIVERY SCHEDULEThe delivery process will begin from your first available date to receive your goods and not beforeBecause nationwide moving companies consolidate their moving shipments, delivery general time frame by law is 3-business days by lawHowever, Great Heights Relocation averages a time frame of 3-business days from your first available date to receivePlease be advised that unforeseen problems might occur such as bad weather, traffic, mechanical breakdowns, issues with earlier drop-offs which may delay subsequent deliveries.THERE ARE NO GUARANTEED DELIVERY DATES DUE TO THE CIRCUMSTANCES REFERENCED ABOVE AS WELL AS THE ROUTES OF OUR 18-WHEELER TRACTOR TRAILERSOnce *** *** called us with her first available date to accept the goods, Helen, customer service, had informed her that it would take approximately 10 business days for the goods to get to her.*** *** first available date was 05/18/2015. As of today, 06/02/2015, it is exactly the 10th business day and also the day that *** *** is receiving her goods!There was no breach of contract at any point with *** *** and we stood behind our promise, delivering within business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
From: *** *** [mailto:***@gmail.com] Sent: Tuesday, November 24, 3:PM To: drteam Subject: Re: Response to Great Heights Relocation To Whom It May Concern; Jessenya's unsatisfactory response is filled with inaccuraciesThis begins with her response that she has been our "main point of contact:for the companyInitially, we were dealing with many and varied people, directed to Sonia, then Daniel (documented conference phone calls with Daniel), who promised resolution to our issuesJessenya was only one of the people that was supposedly looking for our lost merchandise and attempting to resolve other unethical business dealings on the part of Great HeightsIt is fairly ridiculous to list all the phone messages between us as "communications" as they were simply promises and reassurances that our issues were "being looked into" with no attempt at resolution.Yes, finally, on October 5th, Jessenya agreedd to a demanded agreed to an insisted upon conference call in hopes, once again, of a resolutionPlease note that the agreement upon conference call was finally confirmed almost two months following our move! Following this conference call, there were another succession of phone messages promising the our items were still "being looked for" and issues considered for resolution. Regarding our issue #1: YOU had mentioned that we would be reimbursed by YOUR company for the lost table top if it was not locatedWell, trust me, the table top you found is not ours and we do expect to be reimbursed by Great Heights.Additionally, you claim (and we dispute) that there were over additional boxes.We are requesting an itemized list of what (size and contents) these boxes were. Regarding our issue #2: We completely dispute the reported "ITEMS"that were not listed on our estimate. We want an itemized list of (size and contents) of these boxes and/or items. You found that our foreman charged you for packing of your mattress when that should have been includedWe expect to be reasonably reimbursed for these charges. Regarding our issue #3: We were told that our items would arrive on August 21st, possibly August 22nd, not estimated but directly given a concrete dateIf this is not your company's policy, then this should never happenYou may be able to cover yourself on this issue with legal protection but not with ethical business policy. Regarding our issue #4: We made several attempts to contact your owner, I can forward email copies of these attempts and there were several telephone calls, Otherwise, we would never have know that the owner is "out of the country". Regarding our issue #5: We were coerced and strong-armed into giving a tip of over $by your delivery menYour attempt at "resolution"didn't even cover this amount. You have made no reasonable attempt to either resolve or compensate us for any of our issues of our company. Our complaints are serious and will not go away until we resolve these issues in a fair and equitable manner. *** ***

Dear
[redacted] & [redacted], 
I
want to take this moment to respond to you in regards to your complaint with
the Revdex.com and to further assist you to resolving this matter. 
As
you are aware, I have been your main point of contact for our company.  I
am the Client Relations...

Director and General Manager of Great Heights
Relocation.  I want to outline to you our efforts we have made to help
resolve your concerns and want to address your concerns so we may further
assist you.  My goal is to resolve this with you in any way we can.  
On
August 31, 2015, I received your email regarding some concerns with your move.
 On September 4th, I responded to your email and included that I would be
looking into your concerns so that I may address them accordingly.  On,
September 9th, we spoke over the phone regarding any updated information from
my end and also ending the conversation that I would be receiving an email from
you for a conference call that I wanted to have with you all.  We
tentatively scheduled to have a call on September 11th to discuss in detail all
of your concerns.  In the meantime, I was awaiting your confirmation and
continuing to look into your concerns as I stated before by email.  
Two
weeks later, on October 1st, [redacted] called to get an update as you had
not heard from anyone regarding the status of your missing items.  After
speaking to Mr. [redacted], we agreed to have a conference call with you to go over
in detail all of your concerns so that we could resolve everything once and for
all.  The conference call was set for October 5th and an email was sent to
you for confirmation on October 2nd.  On October 5th, our conference call
was successful and I was able to get a better understanding all of the issues
you had originally expressed to me before by email.  I followed up with
our call by emailing you an outline of what was discussed on the same day.
 On October 7th, I sent you an email to update you on my progress.
 On October 12th, I sent you another email of my progress.  On
October 13th, I sent you an email requesting more information I needed for our
resolution.  On October 14th, I sent you an email with the solution for
all your concerns.  On October 19th, I sent you a follow up email since I
had not heard from you stating if you had received my email.  You
responded on October 19th stating you did receive our email and stated you were
consulting with your family's lawyer for review of your situation.  You
also stated in this email that you would be filing a claim for the missing
item.  On October 20th, I sent you my response and informed you what to do
to file a claim for all your concerns and attached the form for filing a claim.  
Regarding
your issue #1, lost merchandise, my effort in helping you since the
beginning of September was to try to investigate if your item was missing where
it could be.  I mentioned to you that it’s
not a quick process and it would take me some time to review with my dispatch
and warehouse team.  After several weeks,
we were both finding no luck for your missing item.  Upon finalizing a solution for you, you sent
me a picture of what your dinging table looked like for my reference.  After many weeks, we did come across an
identical table top of what you provided that is yours, however, you claimed
later on that you did not recognize what we found after sending you
pictures.  So, by that point, I informed
you that the only thing that I could do and to resolve this issue is to file a claim
for your missing items.  You expressed in
an email that you would be filing a claim for your missing items.  As of today, November 10, 2015, our claims
department has not received a claim from you.
Regarding
your issue #2, increase of cost on the day of pick up, was an issue I also
addressed with you.  As I stated before,
a binding estimate is an agreement between you and Great Heights Relocation
that the total cost of your move will not exceed a certain amount based on the description
of services and the quantity of items listed on the estimate.  Since your estimate was not based on an “in-home”
survey, the cost of your move was based on the inventory you provided us upon
booking.  After we had our conference phone
call, I agreed to look further into why you were charged extra on the day we
picked up your items to ensure the accuracy of your contract.  After careful review and upon my findings,
the reason for extra charges incurred on the day of your move is due to the
fact that you had at least 34 more items that were not listed on your
estimate.  This in turn amounted to at
least 104 more cubic feet resulting in a correct additional charges.  Per your contract that was signed by you
adhering to the extra charges, 100 more cubic feet was applied resulting in an
additional $440.00.  In addition, upon my
review, I did find that your foreman charged you for packing of your mattress
when that should have been included. 
Based on my findings, I offered to refund you $25.00 for the packing the
foreman charged you by mistake and offered another $25.00 for the inconvenience.  As of now, we are still willing to offer you
the $50.00. 
Regarding
your issue #3, delivery, you stated that you were told your items were
estimated to arrive on August 21st, possibly August 22nd.  Your items were delivered on August 28th,
5 business days from your first available date. 
As I stated before, we cannot give exact dates due to the nature of this
industry.  That is why we only can
provide you with estimated times for arrival. 
I further explained that by law, we have up to 21 business days for
delivery.  Your delivery was a very quick
turnaround, 5 business days later from your first available date.  Not several weeks later. 
In
regards to your attempts to contact our owner, no emails, phone calls nor faxes
have been received in attempt by you to contact our owner.  As I stated before, any further communication
you need can be made directly to me as I oversee all operations for the
company. 
At this
time, we are still willing to help you resolve all of your concerns.  In order to resolve everything two things
need to happen: 1) is to file a claim for your missing items and 2) is to let
me know if you accept our offer to reimburse you the $50.00 originally proposed and an additional $50.00 I can offer you out of good faith.  I have attached the form that instructs what
you need to do in order to file a claim. 
You have up to 9 months from your delivery date (8/28/15) to file a
claim.
I
truly hope we can resolve this issue and please contact me directly if you have
any questions.  We have made every effort to solve all of your concerns.  I am very disheartened that you filed a complaint against, however, even though we feel the nature of your complaint is not justifiable, we will continue to make an effort to resolve everything. 
Sincerely,
Jessenya
C[redacted]
j.c[redacted]@greatheightsrelocation.com
1-800-314-0644
ext. 5

Dear
[redacted] & [redacted], 
Thank
you for your response.  I am sorry you
find our offer unsatisfactory; however, due to the nature of your dispute, we
have been very willing to cooperate in attempt to offer you a fair and
reasonable resolution.  Based on your
response, I have provided below the answers to your questions.  I have also included our thoughts to resolve this in a fair and equitable manner.
Issue
#1:  You are not entirely wrong in your statement;
however, we found a very promising and identical table top based on the picture
you provided of your table. I stated over our phone call that I would try to
look for your table top and in the event I could not locate it, either a claim
would be required or I would look into replacing or reimbursing you for the
table top.  Upon our review of this
matter, the solution we could offer you was to file a claim for your missing
item.  We are very sorry that you have a
missing item to begin with; however, I made every attempt to help you recover
this missing item rather than directing you to the claims department.
Issue
#2:  I would like include here a part of
the resolution email I sent you that indicates that I did go over in detail the
extra items that were not on your estimate:
“After reviewing the extra 100 cubic feet that was added to your
contract resulting in an additional $440 (not $300), I have been able to
conclude that the extra amount was properly charged to you.  I compared your inventory list and your
estimate received by Daniel.  The
estimate Daniel sent you did not include the extra items that I found on your
inventory forms on the contract.  The
estimate included 25 boxes, however, you an additional 27 boxes.  The estimate also did not include the
following items:  1 plastic bin, 2
ironing boards, 1 folding chair, 1 trash can, pictures and 1 vacuum.  The total extra items that were not included
in your estimate amounts to about 110 cubic feet.  Based on what the foreman found, he charged
you correctly even though the extra cubic feet was probably closer to 120 cubic
feet due to the different box sizes. 
Based on my findings, there will be no reimbursement here.”
All
of the boxes that were included in your shipment, including the additional, were
packed by the owner, in moving terms this is known as “PBO”.  Therefore, we do not know the contents of the
boxes. The boxes that were extra averaged about 3 cubic feet each and the other
household goods totaled an extra 28 cubic feet. 
Thus, the cubic feet of the extra boxes and extra items totaled an
additional 109 cubic feet. 
Issue
#3:  While dispatch arranges transit, our
company policy is to never give guaranteed assurance of delivery dates for many
reasons.  When our team notified you of
your delivery ETA, the dates that were discussed were merely an estimated time
for arrival.  Our company prides
ourselves in quick turn arounds for delivery, averaging about 3-14 business
days from the first available date listed by our customers.  By law, we have 21 business days from the
first available date for delivery.  In
your case, the dates that were first provided to you were only estimated,
however, soon after your items were delivered. 
In fact, your items were delivered 5 business days from your first
available date.
Issue
#4:  I would welcome you to forward any
emails or phones call made regarding contacting our owner.  As the General Manager, I am responsible for
handling all inquiries for customers requesting to speak to a higher authority.  In the event a request is made to speak
directly with the owner of our company, a formal request must be made where in
turn our company lawyer will represent our owner.  Based on our records, no attempts at all have
been made or received.
Issue
#5:  Based on your explanation that you
were charged extra for packing the mattress and my review of your contract, I offered
you a $50 reimbursement for the improper charge by your foreman and an overall
token of apology for the mishap. You
stated that he charged you $25 extra, therefore, I was able to reimburse you
the latter charge and in addition, offering a little extra for the
situation.
Based
on all my efforts and offers, I have made reasonable attempts to resolve and
compensate you for the experience you had with our company.  I also encouraged that you file a claim,
which I still recommend you do so.  Since
the beginning and even now, we take your complaint and experience very
seriously.  Our goal is to satisfy every
customer in every way we can.  We
understand you had a negative experience; therefore, I have been very
cooperative in helping you every step of the way to try to offer you a very
fair and reasonable solution.  Should you
feel that our offer is still unsatisfactory, I respectfully suggest arbitration
with the Revdex.com to settle this matter.
Please
let me know how you would like to proceed.  I look forward to your response. 
Sincerely,Jessenya
C[redacted]j.c[redacted]@greatheightsrelocation.com
1-800-314-0644
ext. 5

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Thursday, August 06, 2015 6:31 PM To: [email protected] Cc: [redacted] Subject: Re: settlement check   Mr. Joe,   I received two recent communications from you.   The first is copied below this email.   The second, I am attaching in the following quote from an email I received via the Revdex.com.  It appears that your agency resorted to punitive measures when the Revdex.com complaint was not withdrawn.  The email is as follows:     "A check for the amount of $657.00 was mailed to you right after you signed the settlement form. The check was mailed via [redacted] and you were not available to receive it. [redacted] left you several messages to pick up your check from their facility at your convenience. I have checked the company call logs and there was NO phone calls or voice messages by you on 06/29/2015, as you have stated on your complaint. We were under the assumption that you had received your check and all was well. Submitting a complaint 15 months after you have signed a settlement form agreeing NOT to post any bad reviews is uncalled for!    I have tried to contact you several times yesterday via phone and via email. you have not returned any of my calls or replied to my email. Due to the fact that there was no response back from you and because you have breached the agreement on the settlement form you have signed, we will only reimburse you based on what we are supposed to which is $0.60 per lb. per article.   We will be mailing you a new check for the amount of $257.00. The additional $400.00 that we had offered in the past was out of good faith."     Your attempt to re-neg on an agreement we signed twice with your company is further evidence to the way Great Heights Relocation has done business with us since our move was completed.  The fact that [redacted], our move coordinator, left your business with paperwork that was material to our remuneration is not our fault, nor should it have prohibited you from meeting your commitment to us as customers.     Besides the disappearance of one of our large boxes, which you failed to mention in any of your correspondences, our main complaint is in regards to everything that has transpired after the first delivery attempt was made.   As to the exact dates of my ignored or dismissed communications with your business, please ask Helen--who works or did work your switchboard--how many times we have spoken to her and left messages over the last two years.  She may not remember, but I do.  I called in excess of 10 times.  In fact, I cannot think of a single time your company communicated with me in response to my repeated calls.    The only contract breach that has occurred has been on your end, since the monetary amount agreed upon and signed by us was never completed, and all my attempts to correct the matter with ANYONE at your business were dismissed or ignored.   Phone records will validate the times of my attempts and the duration of the calls.   The fact that you assumed it had been delivered is irrelevant.  My calls--had anyone taken the time to answer them--would have confirmed the fact that payment had not been completed.  The fact that it could reach the point where I have to contact external agencies to get you to keep your signed-contract word is testament to the communication problem within your organization, and the way you have conducted business with us as customers.   Further, the settlement amount was not based on "good faith" as you state in your email above, but rather a large box of electronics that was never delivered to our residence in [redacted].  We detailed missing items and documented them with [redacted], and she indicated that the amount was based on the breakage and loss of the missing items within the box.  You should have the details in our records.  I spoke with [redacted] a number of times regarding the lost box.   I propose a few solutions.   We will accept the $257 amount if our box of missing electronic equipment is returned.  I feel that is a fair offer.  Otherwise, we will object to you arbitrarily reducing the agreed amount by $400 because we contacted the Revdex.com, as your business was non-responsive to your customers while the matter remained unresolved.     A second option is to send us the check for the agreed upon amount of $657, and I will work to withdraw the complaint with the Revdex.com, with no further action necessary.   Either of these options are acceptable to my family. We hope for an amicableresolution.   I am copying [redacted], president of the Houston Revdex.com, and a lawyer on this matter.   Thank you.   ** [redacted]       -----Original Message----- From: [email protected] Sent: Jul 8, 2015 11:52 AM To: [redacted] Cc: [redacted] Subject: settlement check Dear [redacted]   We are truly sorry and surprised that the check was not delivered. We were under the assumption that you had received the check and that all was fine. I also checked our company call log and did not find any calls made by you on June 29th. We will be mailing you another check and if you would like to pick it up from a certain location just reply with the address. I would also like to respectfully ask you to call the Revdex.com and ask them to cancel the complaint completely since it was just a misunderstanding. [redacted] Also, the check the will be sent for you is for the amount of $657 and not $638.   Sincerely,  Joe  Great Heights Relocation 832-916-2408  
Regards,

Hi,We have deducted $100 from your remaining balance. You have received your belongings on the 10th business day as per our agreement. There was no breach of contract because by law we have up to 21 business days to deliver your goods from the first available date that you had provided.The $100 that was deducted from your total cost was completely out of good faith.We have respected our terms and conditions and do not find any other reason to refund more than what was already deducted.

Dear Mr. [redacted],
I appreciate your thoroughness and response
to my recent attempts in getting in contact with you.   
Respectfully, I would like to state
that the company did attempt to initially resolve your matter the right way.  Based on the timeline I see here, communication
from our end could have been more proactive. 
Nonetheless, we want to resolve this matter on a good note for both
parties. 
Per your proposed solutions, we will
accept the second option contingent upon the Revdex.com removing the complaint completely
from our records.  Your account indicates
 that you did receive the $257.00 check
that was mailed to you by certified mail on August 5th, 2015.  The return receipt indicated you signed for
it. 
Once you begin and complete the necessary
steps to completely remove the Revdex.com complaint, we will issue you a check for
$400.00.  Please let me know if you need
any cooperation from our end. 
I look forwarding to resolving this
once and for all. 
Sincerely, Joe Great Heights Relocation832-916-2408