Premier Product Management Inc

I emailed the customer and provided her with the information she needs to report her claim through the proper channelsThe delivery company has not been made aware of this claim until receipt of this complaint on the Revdex.com siteIt will be resolved in a timely manner after the consumer reports it as
instructed in the email

Hello,
I had previously sent an email response to *** *** regarding this claim. I did not receive the first two attempted emails from the Revdex.com regarding this claim so she sent to me directly from her email to my email. Here is my response to *** on Saturday 11/
Brief synopsis of
what happened : Claimant agreed and signed claim release for $700. She did not return the claim release for approxdays after we had sent to her, which delays us in processing the check for the claimThe mix up was when we sent the original check to the claimant, we sent to the address of the delivery, which is very common. Approx weeks after we sent the check, the claimant called, extremely upset (which, by the way, I’m being told she was very aggressive and not easy to communicate with due to her demeanor, this was stated from different associates in my office who have spoken with her) that she hadn’t received her check. *** (Ops Supervisor) figured out the issue, it was that the claimant was expecting the check to be sent to her PO BOX, but we sent to the original delivery address. *** had a check cut and sent that very same day to the PO BOX
During that exchange, the claimant demanded that we double the amount of the agreed settlement, to which *** explained that she had already agreed and signed for the accepted amount
*** has a detailed time stamp of every date and time that she communicated with the claimant
It’s unfortunate that circumstances/miscommunication occurred, but in this case, I do not feel that our company, Premier Product Management negligently contributed to the claimants dissatisfaction of this situation

To Whom It May Concern,On behalf of Premier Product Management, I would like to thank you for the opportunity to communicate our position in the complaint filed Mr*** ***. We are the dedicated Appliance delivery provider for Home Depot in the South Puget Sound area of WA. As part of
the delivery service, the customer should be advised at the point of sale that the delivery service requires an obstruction free pathway be available to be able to carry and install the customer’s new appliances into their homeThis includes putting dogs away and restraining them from coming into contact with the installation team.In regards to this specific incident, our installation team communicated to me that the customer was uncooperative in relocating his dog to an area that would not impact the pathway or installation site of where the customer’s refrigerator was to be installedTo the best of my knowledge, Mr*** did not take the time to inform the team that his dog was a ‘service dog’If this had been the case the situation could have been handled different but would still have required that the dog not come into contact with the installation teamThe situation was quickly escalated by Mr*** after he was told by our team that they would not proceed with his delivery unless they were able to perform the service without the dog being able to access their pathway and work area. The driver’s assistant videotaped the confrontational behavior that was displayed by Mr*** towards the lead driver who can be seen retreating during the entire video while Mr*** was pursuing him with his dog by his sideMr*** repeatedly cursed at him and made crude demands such as “you put that *** refrigerator off that truck and start unloading it”.I can provide this video upon request.I did personally speak with Mr*** shortly after this incidentAs with all of our customers, we take tremendous pride in providing stellar customer service and try to handle each unique situation as professionally and politely as possible. It is very unfortunate that Mr***’s delivery experience did not go as expected. We deliver to approximately 60,customers each year and in my 10+ years in this position I have not encountered a situation of this nature with another customer.Please let me know if you need any further information.Sincerely,Dan V***Operations Manager Premier Product Management, Inc

Good Morning,
I did not receive the 1st notice regarding this claim, also I noticed that the address listed for Premier Product Management is not correct. We relocated in Feb 2016 to [redacted].
I attempted to search for this specific customer based on the phone...

numbers and address provided, but neither the phone # or address are connected to an order we have in our system.  Based on the description of the customers experience, this sounds to me like a matter of the team possibly not verifying the measurement of the range opening prior to removing their old unit, although the customer and the Retailer that they purchased the product from should have confirmed the proper measurements prior to purchase.  It is a long standing policy within the delivery process that the "haul away" or "old appliance" that is removed from the customers home is deemed as garbage once it has been removed from the home.  These units are brought back to our warehouse and picked up the following day by a certified appliance recycler and disposed of in accordance with state and federal guidelines.
The old appliances removed from customer's homes are rendered useless and are specifically decommissioned to ensure they do not reach a secondary resale market at any point in time.
I do understand that after the fact of discovering that the new appliance won't be installed, by default the customer expects their old unit to be returned and re-installed, however as I explained, we are not able to do this. The only last line of defense to possibly avoid this scenario from occurring would be for the installation team to have the forethought to pre-measure and verify the appliance will fit.
I am unable to verify if the customer has ordered the correct range that will fit within the parameters of their kitchen.
I certainly do apologize for how this delivery transpired and that the customers expectations were not met due to the range not fitting.  We deliver to approximately 7,000 customers per month, and have a very good record of doing whatever we can to ensure that the delivery process goes as smoothly as possible for every customer given the procedures we are held to stand by.