S & S Muffler

November 15, 2017Revdex.com serving Metropolitan Washington DC and Eastern Pennsylvania K Street NW, 10th Floor Washington, DC 20005RE: [redacted] Complaint # [redacted] Dear Revdex.com:A-Whisco, Incis in receipt of the above mention complaint and wish to respond.Customer stated A-Whisco “never called to confirm the day or delivery time”We call all of our customers the afternoon the day before our deliveriesWe did call [redacted] the afternoon before and left a message on her voice mailI’m sure our phone records and hers should indicate this call plus she could have contacted us directly, [redacted] or the military if she desired.Customer stated “as unpacking went on, it was very apparent that there was extensive water damage in two of the individual crates”A-Whisco was just the selected destination agent for this military shipmentWe had nothing to do with the original pack-out nor the actual shipping to MarylandWe received the shipping crates sealed without knowing the conditions of the items insideWe are not allowed to open the shipping crates until in front of the Customer or in the presence of a military inspectorA-Whisco did not have any responsibility in causing any of the mold damage.Customer stated “the intermediary company, ***, an International Move Management Company, convinced me to allow A-Whisco to return five furniture items to the warehouse so professional cleaners could be brought in to remove the mold.” [redacted] is not an intermediary companyThey are the Transportation Service Provider directly contracted with the military to service [redacted] ***’s moveThey have sole responsibility for the entire moveA-Whisco was contracted to perform destination services for the move by ***A-Whisco reports to [redacted] and [redacted] reports directly to the militaryThe military has strict regulations to enforce how Transportation Service Providers handle mold itemsThe military wants to avoid any potential health problems which can occur from molded items.Customer stated “A-Whisco informed me I had to go through the intermediate company, ***, to get the items released; they would not release the items to me.” Again, A-Whisco was just the destination agent in [redacted] ***’s moveWe are not responsible for making the decision of how to proceed with a claim or the actual settlement of a claimWe just take our orders from ***.Customer stated “A-Whisco is holding my pieces of furniture hostage”A-Whisco did release the requested items back to [redacted] on 10/6/ [redacted] needed [redacted] to sign a legal Release of Medical ClaimsWe had to follow the chain of command and could not release the items until we received written authorization from ***We have included our signed Warehouse Work Order showing release of items to [redacted] ***We have also included an email A-Whisco was copied in on between [redacted] and [redacted] dated October 5th that [redacted] indicated she was filing a complaint with Revdex.com against [redacted] (not A-Whisco) and that she would not leave a review if she received possession of her itemsI have blacked out private information from those emails (names of employees, email addresses, phone numbers, claim settlement amount paid and a personal address)This email also includes mention of the legal medical release [redacted] had to sign for ***.We have also included a DOD Notification of Loss or Damage at Delivery form (military claim form) indicating this shipment was a military shipment between [redacted] and [redacted] ***, Inc (subsidiary of ***).We have further email correspondence if any additional information is neededWe believe this complaint should not have been directed at A-Whisco but at [redacted] (as also indicated in [redacted] ***’s email).Sincerely,Claims Department A-Whisco Inc

I am forwarding the complaint to the appropriate department I do not handle the processing of claims

[[redacted]  [redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I accept A-Whisco's response which provides an additional $625.00 to resolve my concerns regarding the unsatisfactory repairs conducted by A-Whisco.This brings the total full and final settlement to $1636.99.It is unfortunate that these issues had to be resolved through the Revdex.com process and I hope that no future customer of A-Whisco will be subject to the same frustration, aggravation and lack of satisfaction as we had to endure.We hope that A-Whisco will review their processes in order to make improvements to their customer service and claims process. 
Thank you and Regards,
[redacted]

November 15, 2017Revdex.com serving Metropolitan Washington DC and Eastern Pennsylvania 1411 K Street NW, 10th Floor Washington, DC 20005RE: [redacted] Complaint #[redacted]Dear Revdex.com:A-Whisco, Inc. is in receipt of the above mention complaint and wish to respond.Customer stated A-Whisco...

“never called to confirm the day or delivery time”. We call all of our customers the afternoon the day before our deliveries. We did call [redacted] the afternoon before and left a message on her voice mail. I’m sure our phone records and hers should indicate this call plus she could have contacted us directly, [redacted] or the military if she desired.Customer stated “as unpacking went on, it was very apparent that there was extensive water damage in two of the individual crates”. A-Whisco was just the selected destination agent for this military shipment. We had nothing to do with the original pack-out nor the actual shipping to Maryland. We received the shipping crates sealed without knowing the conditions of the items inside. We are not allowed to open the shipping crates until in front of the Customer or in the presence of a military inspector. A-Whisco did not have any responsibility in causing any of the mold damage.Customer stated “the intermediary company, [redacted], an International Move Management Company, convinced me to allow A-Whisco to return five furniture items to the warehouse so professional cleaners could be brought in to remove the mold.” [redacted] is not an intermediary company. They are the Transportation Service Provider directly contracted with the military to service [redacted]’s move. They have sole responsibility for the entire move. A-Whisco was contracted to perform destination services for the move by [redacted]. A-Whisco reports to [redacted] and [redacted] reports directly to the military. The military has strict regulations to enforce how Transportation Service Providers handle mold items. The military wants to avoid any potential health problems which can occur from molded items.Customer stated “A-Whisco informed me I had to go through the intermediate company, [redacted], to get the items released; they would not release the items to me.” Again, A-Whisco was just the destination agent in [redacted]’s move. We are not responsible for making the decision of how to proceed with a claim or the actual settlement of a claim. We just take our orders from [redacted].Customer stated “A-Whisco is holding my pieces of furniture hostage”. A-Whisco did release the requested items back to [redacted] on 10/6/17. [redacted] needed [redacted] to sign a legal Release of Medical Claims. We had to follow the chain of command and could not release the items until we received written authorization from [redacted]. We have included our signed Warehouse Work Order showing release of items to [redacted]. We have also included an email A-Whisco was copied in on between [redacted] and [redacted] dated October 5th that [redacted] indicated she was filing a complaint with Revdex.com against [redacted] (not A-Whisco) and that she would not leave a review if she received possession of her items. I have blacked out private information from those emails (names of employees, email addresses, phone numbers, claim settlement amount paid and a personal address). This email also includes mention of the legal medical release [redacted] had to sign for [redacted].We have also included a DOD Notification of Loss or Damage at Delivery form (military claim form) indicating this shipment was a military shipment between [redacted] and [redacted], Inc (subsidiary of [redacted]).We have further email correspondence if any additional information is needed. We believe this complaint should not have been directed at A-Whisco but at [redacted] (as also indicated in [redacted]’s email).Sincerely,Claims Department A-Whisco Inc

The company understands that the customer is not satisfied with our initial settlement for the claim as adjudicated under the terms of the Certificate of Valuation. It is the company’s...

position that the adjudicated settlement plus the additional repair services provided are fair by definition and fulfill the terms of the agreement made before services began. However, it is clear that the customer is not completely satisfied with the results of the repairs made by our repair technician. To resolve this concern, we will amend the final offer to include an additional $625.00 (the amount paid by the customer for the valuation protection). The total full and final settlement amount is $1636.99.  END.