To whom it may concern, This email is in response to complaint [redacted] and the customers statement of the problemAs the customer mentions, the units were damaged by theircarrier and it is their responsibility to file a freight claimWhen the carrier picks up, accepts the order and per the shipping paperwork the carrier is responsible for the shipment at that timeThe shipping documents also state that if the carrier does not find the packaging acceptable then they should refuse the orderI 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 CanadaIn the background, you can also see other shipments packaged and shipped the same wayPresto 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 repairsThe customer is responsible to go back to their carrier for reimbursement of costsIn this case this policy was followed but the customer did not find this acceptable and only wanted to return the units for full creditAs a note, the customer was told up front and there is documentation that the units were not returnable modelsAfter their carrier created the damage the only thing this customer wanted to do was return the damaged units for full creditTo 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 itThe desired outcome from the customer is to return the unitsThis 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
To whom it may concern, This email is in response to complaint [redacted] and the customers statement of the problemAs the customer mentions, the units were damaged by theircarrier and it is their responsibility to file a freight claimWhen the carrier picks up, accepts the order and per the shipping paperwork the carrier is responsible for the shipment at that timeThe shipping documents also state that if the carrier does not find the packaging acceptable then they should refuse the orderI 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 CanadaIn the background, you can also see other shipments packaged and shipped the same wayPresto 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 repairsThe customer is responsible to go back to their carrier for reimbursement of costsIn this case this policy was followed but the customer did not find this acceptable and only wanted to return the units for full creditAs a note, the customer was told up front and there is documentation that the units were not returnable modelsAfter their carrier created the damage the only thing this customer wanted to do was return the damaged units for full creditTo 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 itThe desired outcome from the customer is to return the unitsThis 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