West Express, Inc.

I am rejecting this response because: this contractor came to cut a pice of our door to match the color, so they want to do an additional damage to our already damaged door by this crapy delivery company My wife was at hone and she told them she was not going to let them cut a piece of the door creating another damage without fixing the problem We want the whole door to be repair and painted.

Initial Business Response /* (1000, 5, 2016/04/12) */
From: (redacted)
Sent: Tuesday, April 12, 8:AM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# *** (Ref*-***-***)
Good morning
The have two customer's named *** in my systemI have one in
M.Iand one in the state of WashingtonHowever, these are older customer who we provided service for in And therefore do not think that it is either of them
My customer service department did receive a complaint from a company named ** *** *** yesterday, and she made the comment that she was going to file an internet complaint
We are an in home furniture delivery company and have had only one dealing with the above mentioned companyWe received a bench to deliver for her and we notified her that during our inspection process, that there was a seasonal split and that the bench was splittingWe delivered the bench to one of her customers, the customer signed our bill free of any damageWe later heard from *** and were advised that the bench was cracked (as we informed her prior to the delivery)
The designer called us many times and harassed almost everyone in our office, stating that we need to buy or pay for the bench because we are a much larger company than hers and that she cannot afford it
The actual customer lives in *** and our company does not deliver to that part of Texas and we assigned the order to another company here in High Point
If this is the correct customer, please let me knowI cannot think of any other customer who may have a grievance with us
Sincerely,
Chris H***
West Express Inc
***
***
www.***.com
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The delivery company picked up the bench in CaliforniaThey signed the paperwork at the furniture company stating the bench was in good conditionThey brought it to their warehouse and set up white glove delivery with one of their business partnersMy only dealings were with WestExpress as their partners work directly with themMy client in Texas was supposed to have the bench delivered to herThe bench was finally dropped off at night hours after the scheduled delivery while she was entertainingThe delivery company hid the fact the bench was damaged in transitIf the pickup paperwork showed no damage then they are responsible for severe damage that was unrepairbleIf phone calls to resolve issues are considered harassment then they should not be in business
Final Business Response /* (4000, 13, 2016/05/12) */
From: ***@westexpressinc.com (mailto:***@westexpressinc.com)
Sent: Thursday, May 12, 8:AM
To: ***
Subject: RE: Case # ***: Ms ***
Good morning ***
Our company, opens and inspects everything that we deliver prior to loading it as truck space is very expensive
Upon inspection of the bench in question, the piece was found to have a seasonal split in it, as well as some drips from the staining processBoth of these issues are a result of the manufacturing processWe informed the designer (***) of this immediatelyAt that point, *** should have notified the store or manufacturer from where she purchased the itemI am not sure why she did not do this as doing so is standard protocol for the industry
Since *** was not going to proceed in getting a replacement as requested by us, our restoration department went ahead and repaired the piece as best they could and we did not charge the designer for thisBeing that the problem was a seasonal split which is caused by the wood not being properly dried, our restoration department advised us that he could not guarantee that his repair would holdSeasonal splits will reappear and continue to create a split in the wood
11/02/ eli PRELOAD ISSUES WE CAN REPAIR BUT CANNOT GUARANTEE THAT THE SEASON SPLIT WILL NOT CONTINUE TO SPLIT AFTER WE RESTOREEMAILED DARLENE TO ADVISE AND ASKED HOW TO PROCEED
The above is the note that was entered into our system on 11/As I mentioned in my first response, *** asked that we help pay for the bench, because we are a larger company than she isI do not understand the logic in such a statementWe pay claims when we create freight damage, which is about 1% of our total number of deliveriesThis was clearly a manufacturing issue and was discovered before we even loaded the piece on a truckWe informed her of the issue and were advised that she was unable to get a replacement or as I believe, never tried because the customer was anxious to receive the piece and probably would have cancelled the order if she had to wait another 6-weeks for a new one
The bench was delivered to the customer on 11/and our BOL was signed clear of any damageOur BOL's clearly state that the pieces must be inspected at the time of delivery and that signing our BOL relinquishes us from any further liability
Please let me know if you need any additional information from me
Sincerely,
Chris H***
West Express Inc
***
***
www.***.com
Final Consumer Response /* (4200, 15, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responsibility of the shipper is to inspect the furniture upon pick upThey signed paperwork at the manufacturer that stated the bench was in good conditionThey damaged it in transitThe shipper holds responsibility for their damage in transitIt was a hardship for my company to be responsible for their mistakeThere is no recourse with a manufacturer if it is signed by the shipper that it is in good condition at pick up.This is an example of a company not doing their job and blaming it on everyone else

I am rejecting this response because: their lack of prompt delivery on multiple occasions is the issue I have spent a lot of time waiting on their deliveries that do not show up when promised, or at all

There were timing issues on previous deliveries but those deliveries have nothing to do with the new furniture she has orderedThe reason for getting new furniture had nothing to do with West Express it was a manufacturer defectThe pick up is being done at no charge to the customer as the
retailer is covering thatThe delivery is a completely different set of furniture with additional new itemsWest Express will not discount the delivery charge for this new shipmentThe customer did not ask for a discount during the delivery process prior so it seems that it was not quite the big deal that she is making it now

The customer has decided that they do not wish to use the service we choseI have an email confirming that the service of her choice will be usedBe advised that West Express did follow through with the request from the customer to repair the doorThe customer is not allowing West Express to finish this repair with the service we choseWe will be following up with *** * ***? on the check they are sending to the customer for repair? Email is as follows:Subject:Repair to doorFrom:*** *** *** *** ** *** ***
*** *** *** *** *** *** **
*** *** *** *** *** *** *** *** *** *** *** ***? ? ? ? ? ? Everyone, Today I have spoken with each of you regarding the repair at Ms***'s home*** is sending $to Ms*** by regular US Mail, as approved by her todayThis check will be picked up by the letter carrier at our address tomorrowThe $deposit in question was sent to a contractor that visited the home earlier to assess the damage and not sent to Ms***The company completing the repair is shown below with their quoteMs*** prefers *** ** *** to remedy the repairThis company has worked for the *** family in the past To Ms***, I apologize that the remedy to the damage has taken so longMy telephone number is ***, and my extension is Feel free to call or email at anytime through this repair processMs***, your business is valued by *** and *** as well as *** and our team of employees To *** and ***, likewise I apologize for the additional turmoil this has caused and the strain placed on our business relationshipAs I said to Toni at West Express, this has renewed my vigor to be atop of issues of concern Thank you everyone for your contact regarding this unfortunate and lengthy processMay we all be at ease that repair is to be completed soon Bless you one and all, Neal? -------- Original message -------- From: Carlos ***> Date: 1/17/3:PM (GMT-08:00) To: *** Cc: *** Subject: Proposal for Work Per the job walk to repair door jamb and paint door *** *** *** *** *** ** *** ? Labor and Material? ? ? ? ? ? ? ? ? $350.00Contractor Fee? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $125.00Total for Job? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? $475.00? Thank you ** *** * * *** ***
*** *** * *** ***
*** * *** ***
*** ** *** *** *** * ***
*** *** *** *** *** ** *** ** ***
***

West Express is in the process of resolving this issueWe have made contact with and sent a deposit to a repair company in Las VegasI am waiting to hear back from them with the balance due after repair is completeWest Express has not ignored nor denied this claim at any pointI have asked for
an update from Las Vegas Handyman

? I am rejecting this response because: ? their lack of prompt delivery on multiple occasions is the issue? I have spent a lot of time waiting on their deliveries that do not show up when promised, or at all.?

The customer has decided that they do not wish to use the service we chose. I have an email confirming that the service of her choice will be used. Be advised that West Express did follow through with the request from the customer to repair the door. The customer is not allowing West Express to finish this repair with the service we chose. We will be following up with [redacted] on the check they are sending to the customer for repair.  Email is as follows:Subject:Repair to doorFrom:[redacted]
[redacted]
[redacted]       Everyone, Today I have spoken with each of you regarding the repair at Ms. [redacted]'s home. [redacted] is sending $475.00 to Ms. [redacted] by regular US Mail, as approved by her today. This check will be picked up by the letter carrier at our address tomorrow. The $100.00 deposit in question was sent to a contractor that visited the home earlier to assess the damage and not sent to Ms. [redacted]. The company completing the repair is shown below with their quote. Ms. [redacted] prefers [redacted] to remedy the repair. This company has worked for the [redacted] family in the past. To Ms. [redacted], I apologize that the remedy to the damage has taken so long. My telephone number is [redacted], and my extension is 23. Feel free to call or email at anytime through this repair process. Ms. [redacted], your business is valued by [redacted] and [redacted] as well as [redacted] and our team of employees. To [redacted] and [redacted], likewise I apologize for the additional turmoil this has caused and the strain placed on our business relationship. As I said to Toni at West Express, this has renewed my vigor to be atop of issues of concern. Thank you everyone for your contact regarding this unfortunate and lengthy process. May we all be at ease that repair is to be completed soon. Bless you one and all, Neal  -------- Original message -------- From: Carlos [redacted]> Date: 1/17/18 3:06 PM (GMT-08:00) To: [redacted] Cc: [redacted] Subject: Proposal for Work Per the job walk to repair door jamb and paint door [redacted]9   Labor and Material          $350.00Contractor Fee                   $125.00Total for Job                       $475.00 Thank you [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

I am rejecting this response because: this contractor came to cut a pice of our door to match the color, so they want to do an additional damage to our already damaged door by this crapy delivery company.  My wife was at hone and she told them she was not going to let them cut a piece of the door creating another damage without fixing the problem.  We want the whole door to be repair and painted.

West Express is in the process of resolving this issue. We have made contact with and sent a deposit to a repair company in Las Vegas. I am waiting to hear back from them with the balance due after repair is complete. West Express has not ignored nor denied this claim at any point. I have asked for...

an update from Las Vegas Handyman.

There were timing issues on previous deliveries but those deliveries have nothing to do with the new furniture she has ordered. The reason for getting new furniture had nothing to do with West Express it was a manufacturer defect. The pick up is being done at no charge to the customer as the...

retailer is covering that. The delivery is a completely different set of furniture with additional new items. West Express will not discount the delivery charge for this new shipment. The customer did not ask for a discount during the delivery process prior so it seems that it was not quite the big deal that she is making it now.

Initial Business Response /* (1000, 5, 2016/04/12) */
From: (redacted)
Sent: Tuesday, April 12, 2016 8:24 AM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#[redacted])
Good morning.
The have two customer's named [redacted] in my system. I have one in...

M.I. and one in the state of Washington. However, these are older customer who we provided service for in 2011. And therefore do not think that it is either of them.
My customer service department did receive a complaint from a company named [redacted] yesterday, and she made the comment that she was going to file an internet complaint.
We are an in home furniture delivery company and have had only one dealing with the above mentioned company. We received a bench to deliver for her and we notified her that during our inspection process, that there was a seasonal split and that the bench was splitting. We delivered the bench to one of her customers, the customer signed our bill free of any damage. We later heard from [redacted] and were advised that the bench was cracked (as we informed her prior to the delivery)
The designer called us many times and harassed almost everyone in our office, stating that we need to buy or pay for the bench because we are a much larger company than hers and that she cannot afford it.
The actual customer lives in [redacted] and our company does not deliver to that part of Texas and we assigned the order to another company here in High Point.
If this is the correct customer, please let me know. I cannot think of any other customer who may have a grievance with us.
Sincerely,
Chris H[redacted]
West Express Inc.
[redacted]
[redacted]
www.[redacted].com
Initial Consumer Rebuttal /* (3000, 7, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The delivery company picked up the bench in California. They signed the paperwork at the furniture company stating the bench was in good condition. They brought it to their warehouse and set up white glove delivery with one of their business partners. My only dealings were with WestExpress as their partners work directly with them. My client in Texas was supposed to have the bench delivered to her. The bench was finally dropped off at night 2 hours after the scheduled delivery while she was entertaining. The delivery company hid the fact the bench was damaged in transit. If the pickup paperwork showed no damage then they are responsible for severe damage that was unrepairble. If phone calls to resolve issues are considered harassment then they should not be in business.
Final Business Response /* (4000, 13, 2016/05/12) */
From: [redacted]@westexpressinc.com (mailto:[redacted]@westexpressinc.com)
Sent: Thursday, May 12, 2016 8:28 AM
To: [redacted]
Subject: RE: Case # [redacted]: Ms [redacted]
Good morning [redacted].
Our company, opens and inspects everything that we deliver prior to loading it as truck space is very expensive.
Upon inspection of the bench in question, the piece was found to have a seasonal split in it, as well as some drips from the staining process. Both of these issues are a result of the manufacturing process. We informed the designer ([redacted]) of this immediately. At that point, [redacted] should have notified the store or manufacturer from where she purchased the item. I am not sure why she did not do this as doing so is standard protocol for the industry.
Since [redacted] was not going to proceed in getting a replacement as requested by us, our restoration department went ahead and repaired the piece as best they could and we did not charge the designer for this. Being that the problem was a seasonal split which is caused by the wood not being properly dried, our restoration department advised us that he could not guarantee that his repair would hold. Seasonal splits will reappear and continue to create a split in the wood.
11/02/2015 eli PRELOAD ISSUES WE CAN REPAIR BUT CANNOT GUARANTEE THAT THE SEASON SPLIT WILL NOT CONTINUE TO SPLIT AFTER WE RESTORE. EMAILED DARLENE TO ADVISE AND ASKED HOW TO PROCEED.
The above is the note that was entered into our system on 11/2. As I mentioned in my first response, [redacted] asked that we help pay for the bench, because we are a larger company than she is. I do not understand the logic in such a statement. We pay claims when we create freight damage, which is about 1% of our total number of deliveries. This was clearly a manufacturing issue and was discovered before we even loaded the piece on a truck. We informed her of the issue and were advised that she was unable to get a replacement or as I believe, never tried because the customer was anxious to receive the piece and probably would have cancelled the order if she had to wait another 6-8 weeks for a new one.
The bench was delivered to the customer on 11/6 and our BOL was signed clear of any damage. Our BOL's clearly state that the pieces must be inspected at the time of delivery and that signing our BOL relinquishes us from any further liability.
Please let me know if you need any additional information from me.
Sincerely,
Chris H[redacted]
West Express Inc.
[redacted]
[redacted]
www.[redacted].com
Final Consumer Response /* (4200, 15, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The responsibility of the shipper is to inspect the furniture upon pick up. They signed paperwork at the manufacturer that stated the bench was in good condition. They damaged it in transit. The shipper holds responsibility for their damage in transit. It was a hardship for my company to be responsible for their mistake. There is no recourse with a manufacturer if it is signed by the shipper that it is in good condition at pick up.This is an example of a company not doing their job and blaming it on everyone else.