Presto Lifts Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have attached photos of the shipment on the day they were deliveredAs you can clearly see from these photos, as well as the photos provided by Presto Lifts, the shipment was clearly not package properly for export shipment or to accommodate the weight of the productEach table weighs approximately 1000lbs, so I'm not certain as to how Presto Lift concludes that they have no responsibility for the damages incurredIt is NOT the responsibility of the freight carrier to deem whether packaging is acceptableUpon further investigation after the tables were fully unpacked, it was noted and documented that there was further operating damage to all units deliveredOur company manufactures windows, glass, and other extremely fragile items and are well aware of the packaging requirements required to ensure successful shipment to our customers without damage - Regardless of the freight carrier, it's our responsibility as the selling company to ensure our product is packaged ready for release/delivery to the freight carrier After speaking with the local distributor, it seems that this is not an isolated incidentThey have previous cases of freight damage and poorly packaged shipments from Presto Lifts that were left un-resolved (due in large part to Presto Lift's poor customer service and unwillingness to resolve the situations because their product is "custom") Presto Lift's previous response was inaccurate*** has been trying to mediate this unfortunate situation with them from the date the damage occurredAfter finally receiving a return response from the company, *** had re-selected a new (of similar value) table model that would be ordered and billed as a new order (qty of 3) with the provision that the existing damaged tables (qty 3) would be returned for credit, and that *** would pay for the return freight*** does not agree to pay for repair of subsequent table damages, for the above-mentioned reasonsWe feel that this is a more than fair resolution to this situation - with benefits to both parties
Regards,
*** ***

To whom it may concern, This email is in response to complaint [redacted] and the customers statement of the problem. As the customer mentions, the units were damaged by theircarrier and it is their responsibility to file a freight claim. When the carrier picks up, accepts the order and per the...

shipping paperwork the carrier is responsible for the shipment at that time. The shipping documents also state that if the carrier does not find the packaging acceptable then they should refuse the order. I have attached the shipping photos of the actual order, (all three units). This is our standard packaging and how every order ships in North America including Canada. In the background, you can also see other shipments packaged and shipped the same way. Presto Lifts policy for third party freight damage is to sell the replacement parts, a replacement machine or they can return the damaged unit freight prepaid for repairs. The customer is responsible to go back to their carrier for reimbursement of costs. In this case this policy was followed but the customer did not find this acceptable and only wanted to return the units for full credit. As a note, the customer was told up front and there is documentation that the units were not returnable models. After their carrier created the damage the only thing this customer wanted to do was return the damaged units for full credit. To help the customer, several options were offered but none were acceptable because the customer wanted a more expensive lift but did not want to pay for it. The desired outcome from the customer is to return the units. This still stands with Presto Lifts but the customer still would need to pay the return freight and for their carrier’s damages. (Presto Lifts did not create this nor should we have to pay for the carrier’s damage). Then per the freight policy, it is up to the customer to have any costs reimbursed by their carrier.  Customer Service ManagerPresto Lifts