PH Transportation

To whom it may concern; This is in response to a complaint filed by Ms***
***. I have responded to each of her
points below. “They contract with this delivery company.” We do not contact directly with ***. We contract with a different logistics
company who
contracts directly with ***.
We are a small local business“I have attempted several times to reach the delivery
company and they will not return the calls.” I spoke with the customer as soon
as the damage occurred. The delivery
team driver called me and stated that yes, they had accidentally dropped the
used washing machine, and that I should expect a call from the customer. The customer called that same day and we
discussed the situation. I advised her
to get me the make and the model of the damaged item and that I would
investigate the value of the item so that we could reimburse her. She called me later that same day with the
make and model. “I reached out to ***I was able to talk to the “manager”
“Kat” and she researched where to file a claim and gave me a claim # but could
not give me the insurance information, Policy company, phone number or
anything.” The manager of the Billings *** is in fact named “Kat.” She could not provide insurance information
because as stated above, *** does not directly contract with us and does not
have such informationAt this point in her complaint the customer has three
sentences in which she states that *** never called her back and that ***
said, “it’s not their problem.” Please
be advised that we are NOT *** and we do not contract directly with *** and
therefore would have no control over what the managers and employees do or
refuse to do. These sentences have
absolutely nothing to do with our company“I still have not heard back from anybody.” On January 19th I received an email from the
logistics company that the customer had submitted a formal complaint. I finished my research into the value of the
damaged item and on January 20th I attempted to call the customer and left a message with a
boy who answered her home phone and on two different voicemails stating that I
was willing to offer her $for the used appliance. The customer has NEVER called us back. On January 21st I spoke with my
insurance adjuster who advised me that the customer in question had filed an
insurance claim and stated that the customer had told him the offer was a “slap
in the face.” Our insurance adjuster has
been in communication with her since their initial communicationOn February 7th the logistics company left the customer a detailed message asking her to call
her back. She has never returned their
phone call. According to the delivery team, who is well versed and
experienced with appliances, the appliance that was damaged was approximately
10-years old. It is a Kenmore front
loader washing machine. $is more
than generous for its replacement. Had
the customer ever called us back she would have found that we have considered
increasing the offer since it would be difficult to find an exact match to the
dryer. The customer is obviously well versed with the insurance
system and knows how to work it in an attempt to get what is an upgrade and not
a replacement. While it may seem as
simple as “making an insurance claim” the truth is that our small business has
a per claim deductible. It astonishes us
that a customer could expect to replace a used item with two brand new
items. In addition, we find it
reprehensible that instead of returning phone calls she would issue a complaint
with Revdex.com. Thank you, PH Transportation LLC