ComplaintsforGlen Ellyn Storage Corporation

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a home warranty contract with American Home Shield. It was determined that we are to get a new washing machine covered by the home warranty that we have. AHS has contracted with Glen Ellyn Storage Corporation to deliver the washing machine to us. I spoke with ***** from **** Ellyn Storage on 1/19 and scheduled delivery for 1/25/2024 AFTER 3:00 p.m. I made it very clear while scheduling the appointment that we would not be available until after 3:00 p.m. That is not an unreasonable request for a delivery time. I was told that the delivery would be within a four-hour window after 3:00 p.m. and said that was okay. I just received a phone call that someone would be here tomorrow morning between 8 a.m. and noon. That is not what was set up and is not acceptable. Now they want me to wait another week for the delivery, but will not guarantee that the delivery time can be after 3:00 p.m. They are getting paid to delivery to us, they do not do it for free, so I fully expect them to deliver within the timeframe that was originally scheduled. This is awful customer service and unacceptable.

  

  Business response

  02/08/2024

  Glen Ellyn Storage Corporation is a local delivery company for GE Appliances (GE) therefore, we are not contracted by or with American Home Shield directly. We work within our GE delivery contract which includes parameters surrounding service areas, service days and four-hour delivery time frames.

  
  The delivery time frame is not provided at the time an order is scheduled, nor can any time request be guaranteed at scheduling due to the routing process. When time requests are made at scheduling, it is acknowledged and noted. However, when a request is made it is standard practice to advise the customer that the request is exactly that, a request. Time frames cannot be guaranteed.

  
  The routing is done the day prior and is largely impacted by delivery address locations and the volume of delivery orders in those locations that work together to create routes. As the result, the customer is advised that they will receive a call the day prior to their scheduled delivery date with the assigned four-hour time frame once the routing is complete.

  
  Specific to customer ********************* located in *******, **, the order was scheduled with the customer on 1/19/24 for delivery on 1/25/24. A ** request was noted at the time the order was scheduled. The customer was advised that the ** request will be noted, but cannot be guaranteed. Subsequently, the customer called back to specifically request a delivery time frame after 3:00**. The customer was again advised that the request will be noted, but delivery after 3:00** cannot be guaranteed.  

  
  Unfortunately, the proximity of the delivery address in relation to the other deliveries for the day did not allow for an afternoon delivery time frame on 1/25/24. Once the routing was complete, the assigned four-hour time frame for delivery on 1/25/24 was 8:30AM to 12:30**.

  
  When we called with the four-hour time frame on 1/24/24 the customer expressed frustration with the AM time frame, which was understandable. The customer was advised that we could not change the time frame for the following day (1/25), but we could reschedule the delivery for a different day which may afford us the opportunity to meet the ** delivery request. We did advise that we only service Antioch on Tuesdays and Thursday, therefore if we did reschedule the first available date would be the following Tuesday, 1/31/24.

  
  The customer chose not to reschedule the delivery and decided to leave the delivery on schedule for 1/25/24 with the assigned delivery time frame of 8:30AM to 12:30**. The order delivered complete to the customer on 1/25/24.  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/23, Glen Ellyn Storage Corporation removed a dishwasher and delivered and installed a new GE dishwasher. During this process, they damaged my brand new kitchen that had just been remodeled. **** Ellyn is the contracted delivery company for GE. On the morning of 10/13/23, I called the company to report the damage to my kitchen. The damage includes a ***** in my kitchen floor tile and 2 gouges to the wood door threshold (the gouges measure 24 inches apart from where a dishwasher was dragged over it). I spoke with the receptionist *****, who referred me to email the claims manager, *****************************. On that same day, 10/13, I emailed ***************************** with a description of the damage and pictures asking for a response. On 10/16/23, after not hearing from *****************************, I called his cell phone and we spoke briefly in which I described the incident and details of the damage. Since I was traveling, ******* asked that when I return home to send him a picture via text message of the kitchen tile that was damaged with a coin placed in front so that he could assess the damage and forward to his repair service to see if they could repair or provide an estimate for a cash settlement. I provided this picture via text message on 10/16/23. From this date of 10/16/23 until 11/08/23, ***************************** and I engaged in a series of text messages and phone calls discussing my kitchen damage. He repeatedly asked and received pictures of the damage and additional details with specifics regarding the kitchen tile size, room dimensions, location, etc. *********************** last text message exchange with me was on 11/08/23 after I had followed-up with him about the status of information from his contractor that was going to provide a cost estimation to repair. ***SEE EXHIBIT H FOR FULL TIMELINE OF EVENTS***After repeated attempts, ***************************** and **** Ellyn have failed to respond or provide resolution. See Exhibits A-H with emails, texts, and pictures.

  

  Business response

  02/08/2024

  We have reached out to the customer via email to inform them that the claim has been turned over to ********************** They should be contacting the customer regarding this claim and may have already reached out to them.

   

  Customer response

  02/12/2024

   
  Complaint: 21122478
  
  I am rejecting this response because:

  Progressive Insurance has not received several pieces of information that was requested from ***************************** at **** Ellyn in order to proceed with the next step in processing the claim. Progressive Insurance states that the driver is listed as "unlisted" on the insurance policy. Therefore, they need the following information: Drivers Name, Address, Phone Number, and Drivers License Number. ***************************** needs to supply this information to *************************** (ph#************) and reference claim# *********. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/13/2024

  We have reached out to the insurance carrier many times with no response. We have requested to escalate Claim number ********* to a higher level. At this time, we have not received a resolution and have no other response or update to provide. If the customer would allow our repair service to make the repair, we will have them reach out to schedule an appointment. We offered repairs in the past and the customer has refused to allow our repair service in her home and wishes to have her own company replace the flooring which is not necessary. This is why we are at a standstill with this customer.  

  Customer response

  03/14/2024

   
  Complaint: 21122478
  
  I am rejecting this response because:
  

  The response from **** Ellyn is inaccurate. Contrary to their response, neither ***************************** nor any company representative has made efforts to contact ********************* or agent ***************************. As previously stated in my response on 02/12/24, **** Ellyn must furnish the Driver's Name, Address, Phone Number, and Driver's License Number of the individual(s) who delivered and installed my dishwasher.Despite supplying the agents contact information in my prior response, **** Ellyn has failed to fulfill this requirement. This missing information impedes ***********'s ability to process the claim. It is perplexing when **** Ellyn asserts that they "have escalated the claim." To whom was the claim escalated and for what purpose? The sole action required is for **** Ellyn to communicate with ********************* and provide the driver information. In fact, I reached out to the ********************* agent on 03/07/24, and his response indicates that **** Ellyn has not responded despite numerous attempts to acquire the driver information.

  Furthermore, ********************************* letter dated 11/09/23 acknowledges that they "spoke with the crew" responsible for delivering and installing my dishwasher. This confirms that **** Ellyn possesses knowledge of the drivers' identities and access to their driving information, as mandated by state law. Failure to furnish this information to ********************* suggests potential deceitful business practices, such as employing uninsured drivers for the delivery and installation of my dishwasher.
  

  Once again, below is the agents contact information:
  
  Reference claim# *********.
  ***************************, Claims Adjuster
  Phone: **************
  Fax: ************
  Email: ************************************************
  

  The text messages submitted on 01/09/24 indicates that repair from their designated repair company was deemed unfeasible. In fact, **** Ellyn only sought to file an insurance claim once the extent of my repair was detailed.

  There has been no cessation of action on my part, as reiterated in my original complaint, which demands: 1) Provide the driver information outlined above to ********************* OR 2) Offer of a fair cash settlement for my damages.
  

  Sincerely,
  *****************************

   

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** Ellyn caused significant damage to my hardwood floor. Black Mold is now growing under the floor which is putting my familys health at risk. Ive sent multiple emails to their claims email address and calls to ***************************** at ************.

  

  Business response

  08/07/2023

  We have confirmed the damage and have assigned the claim to our flooring company last week.  We have requested that they contact the customer ASAP as we want to move quickly on this.  The customer was provided an update as to who will be reaching out to him.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Delivery of a new fridge and took away the old one During the process the damaged my wall Scuffled the bullnose on my floor and I have scuffs looks like from someone elbows Running done a walk that was painted 1/11/2023 My wife was home for the delivery and was texting me , she said she was freaking out and asked me not to call and complain she was worried they would come back ?I have copies of her text !I filed a claim and because my wife didnt mention the damage when she signed the form they denied it Yet I spoke with the driver 10 mins after the left and he said you are calling about the wall and the floor!Said yea he said Little spackle and its not the floor its the lip and its not that bad ,I did not know about the scuff marks until I got home that night !Total damage is approximately 600 bucks I have a copy of a letter that doenst even match what I said I said when they came off the main floor to the landing the fridge hit the wall ,Than they dropped the fridge down each stair , my wife said the whole house shook, I brought that up and they say its due to settling The cracking noises on the stairs now !The driver after he spoke with me lied to the company!So I would like the repairs Mm done !

  

  Business response

  04/10/2023

  We have decided to reopen this investigation because of some new information that the customer has provided.

  Customer response

  04/10/2023

   
  Complaint: 19882962
  
  I am rejecting this response because:

  they told me the same thing last week and I have yet to hear back

  the information i provided  I dont se how it can be disputed,

  when I contacted the company and after speaking with the driver  it seemed like everything was going to be taken care of , but seems like when they spoke with the driver he denied doing the damage ?

  and being I had the wall painted in January 2023 , which was also provided.

  bit to say my wife didnt note anything, she said it was a tablet and she was asked to sign , she said my walks were just painted , and I called and spoke with the driver  And he said the walls and the floor GE will pay for it !!

   

  
  Sincerely,
  
  *******************************

  

  Business response

  04/14/2023

  We have come to an agreement with the customer.

  Customer response

  05/15/2023

   
  Complaint: 19882962
  
  I am rejecting this response because:

  I still have yet to receive the ****** check ,

  That why these should stay open until actually see the money or refund !

  
  

  Sincerely,
  
  *******************************

  

  Business response

  05/31/2023

  The claim was settled to the customer satisfaction.  Please see attached signed release letter.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 6th, I had a refrigerator delivered. I was told the delivery would be between noon and 4 PM and made arrangements to be home at that time. At 11 AM two men showed up with the delivery. I had to be somewhere and told them they could deliver the refrigerator, but I would be back shortly. Upon my return, the refrigerator was in place, the men were gone, and there was a large scratch on my new wood floors in front of the refrigerator. I called **** Ellyn right away and they asked me to email them pictures of the scratch. An email was sent and after a week I received a letter from ***************************** stating they were denying any wrongdoing and that I had signed a form stating no damage was done. I did not sign this form, nor did I authorize anyone to sign it. It is not my signature on the form, and it is not my fault that they came earlier than expected. Upon reviewing the form, I supposedly signed, I noticed they is a second handwriting that stated no damage was done. Myself as the homeowner never wrote this nor signed this. After receiving ******** letter in the mail, I called him to explain the situation, and to have the claim escalated as his letter had stated. He proceeded to yell at me and then hung up on me , I was treated with such disrespect by ******* and feel that **** Ellyn forged documents and have the proof they did so. I spoke with ***************************, a *******, and a ******* and they have all ignored my request for further escalation. These are brand new floors and I can have my installer verify no scratches were on these floors prior to the representatives from **** Ellyn being in my house. Furthermore, they lied on the sheet and checked boxes stating they use productive equipment and gear for the delivery. I provided pictures from my camera that showed no protection was ever used when installing my refrigerator. Again, supporting my claim that they have falsified documents.

  

  Business response

  03/15/2023

  We provide a 4 hour delivery window with all our customers which is not a guarantee.  At 10:27 am, the customer was provided with a half hour pre-call prior to their arrival and she accepted the delivery.  She had every opportunity to decline the delivery if it was to early for her.  ******** arrived at 11:01 am (see attached doc "screenshot").  The customer left the home and the crew with a ******************   According to the customer, **** was busy on the phone and in meetings.  She also claimed that she didn't know who this **** person was.  As an adult over the age of 18 in the home, we have the right to request his signature for delivery, especially when this customer left.  His signature is provided on both attached documents where it states there is no damage to appliance or property.  It is also acknowledged that the crew did use floor protection while making the delivery.  It is the customers responsibility to read and make exceptions prior to signing the documents.  We realize that our denial is not the outcome she expected, however, with the documents provided, we can support our position.  

  Customer response

  03/15/2023

   
  Complaint: 19540743
  
  I am rejecting this response because:

  The pictures provided prove that no protective equipment was used by either of the delivery men.  They simply lied on the form submitted. Secondly, I never spoke to anyone on the day in which the crew showed up. A message was left, but not received before their arrival.  I WAS however, called and timing verified, the day before and was informed of the 4 hour window being ****p. This is why I was shocked when they arrived NOT during this window. The crews showed up earlier and at no time did I ever deny knowing a *****************.  While the men were there, I stated multiple times, I was responsible for the delivery, and told the two men at the residence that I would return shortly.  I also have a witness to this conversation and video footage to prove the presence of this individual.  A form with forged information does not release you from any liability.  Besides it NOT being my signature, it states on said form that any damage is to be reported within 24 hours.  My claim was reported within an hour of delivery.  ***************************** is a poor representative of your company and should be held accountable for his immature, rude, irrational behavior and treatment of clients.  

  
  Sincerely,
  
  *******************

  

  Business response

  03/22/2023

  We would like to add some additional information about this complaint. Our company has been delivering appliances for approximately 20 years and we deliver about ****** appliances a year. The way in which the crews are trained to handle the placement of the refrigerator at residence is very specific. The refrigerator is moved on a refrigerator dolly until placed into position on an anti-scuff shield.

  
  Because we preform a number of deliveries, we know what scratch marks look like when dollies or refrigerators leave a ***** The photo that the customer supplied does not appear to be install related. Whether it had been the refrigerator or our equipment, there would be parallel marks, not a single curved scratch. Also, we have continued to deliver that same model of refrigerator and use that same dolly since this delivery without a single scratch being reported.

  Customer response

  03/23/2023

   
  Complaint: 19540743
  
  I am rejecting this response because:

  
  As you mentioned in the photo, its a curved scratch.  Exactly the trajectory of the refrigerator rotation. I understand that you do multiple of these a year, but no one is perfect, this happens to be the one that did not go perfectly. Your men did not use protective gear. I have all the film and photos to prove none was ever used or carried into my house. obviously, your movers are not trustworthy. And neither are you to treat customers this way. Your employees made a large scratch on my brand new floors. I have witnesses to prove everything in my case to go along with the footage. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a GE washer and dryer installed in my house on December 22nd, 2021. On December 23rd 2021 I discovered a water leak in my finished basement! After calling a plumber, it was discovered that the installers, **** Ellyn moving and storage, cross threaded a connection to the water hose going to the washer, cutting the rubber washer. This caused the leak!When I contacted the claims person at this company, *****************, He barely gave me the time of day! He said I would have to contact my insurance company. We have been dealing with this all during the holidays and beyond and to today!

  

  Business response

  01/20/2022

  In the complaint involving *****************, we would like to explain our position. In his statement of the problem, he mentions that he called a plumber who went out to the residence. We have requested that ************ provide us with something in writing from the plumber that would give us information regarding the leak but we have not received anything. We were only given a phone number and have had no response from the plumber. We have nothing from a 3rd Party stating that the leak was caused by our install on December 22 and not prior damage.
  
  ************ was not happy with the process of our investigation and felt the need to get his homeowners insurance carrier involved. It was at that point we recommended it would be a good idea. We did not, however, make that an option up front. He did contact ************************* and they are communicating with our insurance ******** ******************** Our e-mail chain of correspondence is attached and we have asked for documentation that clearly identifies the cause from our install and have only received photos which do not show the cause of the leak. The e-mail chain also includes Mr. ***** comments about taking us to court.
  
  Van *************** will conduct their investigation and determine if the damage was caused by our install and report their determination to *************************.

   

   

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