ComplaintsforInnovel Solutions, Inc.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  All I want is to have ****** stand by their ***************************************** services. If $1b is what they will pay to buy Innovel, then pls work on training delivery men and technicians. Why send in people who will find any excuse to not deliver and wear you down mentally? I'm having doubts whether ******'s next delivery crew will deliver& actually know how to do installation.Manufacturer said new tubing are part of water inlet kit for installation.My fridge was supposed to be delivered on 5/20. The delivery men said they arrived 30mins (earlier than the 2 hr delivery window)& I weren't in so they left. I returned their calls 10 mins before the scheduled window. I still got screamed for not being home & causing them to turn around. I was at my neighbor's place arranging childcare. Deliverymen walked into my house, asked where the new fridge should go & I pointed to my old fridge's spot. Right away, they said they don't do Haul Away only Installation. Nothing else. But ****** purchase site clearly included Haul Away &Installation. Next, men said my old refrigerator can't go through my door. ?How did it get in then? Next, they looked and said no wheels on the base so it can't be moved. Then looked behind my old fridge &said they had never seen anything like the existing copper pipe into the ground(through basement ceiling). So they won't touch any water connection till I get my plumber which they insist they won't wait for. I asked if I could disconnect the waterline to the fridge myself, they haul away & bring in my new fridge. Insisted my shutoff valve must be directly behind my fridge not run along my basement ceiling under the fridge. *************************** berated me on the phone said I wasted their morning because I weren't home, hung up on me and told them on their phone how to cancel my delivery with string of '0' on the App. The men got in the load of their *********** thought they were going to unload, but instead got back into their seats and drove off.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Innovel Solutions is evidently now doing business as ***************** ******** legendary service does not extend to this subsidiary. I ordered a combination washer/dryer unit from **.com. It was fulfilled and shipped (unfortunately) using ****** Logistics/Innovel on order **********. After one reschedule, it was set to be delivered today. The driver named ****, texted my phone and requested to deliver the machine early, outside of the service window provided of 1:00-3:00 pm (still have the text from his personal phone). Upon arrival, when the machine was being put on the lift gate and strapped to a dolly, the drivers managed to drop the ** (I want a new unit and ** agreed that I should receive one). One driver spent approximately 30 minutes vomiting into my bushes (stellar professionalism). The other driver moved the dropped machine to the yard and unboxed it to install it. The drivers had improper tools and actually asked to borrow tools from me to complete the installation; the use of improper tools damaged my cold water supply pipe. The driver managed to put his hand through the retracting screen of my storm. Upon "installing" (again, using a pair of pliers, not a pipe wrench), a cracked valve developed that was not there. The drivers left without saying anything, leaving their own tools in the yard, the garbage strewn around, and the damage to my property. When I called to report the damage, I was told to wait ***** hours - this is not acceptable when I have damages.As a former insurance adjuster, I understand the need to inspect damage. Due to the issue with a damaged valve that is suddenly leaking and a damaged screen on my rear porch's storm door, I need to get these secured. This was caused by your employees, you need to make me whole for repairs and remedy them.PHOTOS AVAILABLE UPON REQUEST.

  Business response

  11/14/2021

  Good Afternoon

  My name is ****** S and I am reaching out to you regarding your ** order # 2002244497. I would like to apologize for the inconveniences caused to you in regards to this order. This was a completely unacceptable and is most certainly not the way ****** Logistics. Per our systems I see you have reported the Issue to us and We have open a Damage claim# ****** on your behalf. I see that the Carrier Ryder has sent a email to you requesting contact information and photos on 11/12/21.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a couch from ****** online and they delivered it on 8/13/21. At the time of delivery, the men broke a piece of tile off from my entryway. The driver took pictures and gave to his boss. I submitted a claim to Costoco Logistics on 8/24/21. Innovel Phoenix contacted me and requested pictures. They sent a man to appraise the damage on 9/2/21 who stated that he would advise the boss the cost of replacement. I have not heard from them since. I have called and emailed and have gotten no answer from them. I would like for them to either have my tile fixed and to receive some cash settlement at this time.

  Business response

  10/15/2021

  I spoke with the member and ensured we will be working on a resolution. I have reached out to the carrier company directly to assist with the damage claim.  

  Customer response

  10/18/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an appliance from Costco.com in May 2021. The delivery date was early June. This was pushed back to the first week of July- fine. The night before the scheduled delivery, I received an automated call from Innovel telling me the delivery window would be the next day between ****pm. When I woke up the next morning, at 6AM I received a text message and email saying the delivery had been postponed and that was the entire message. No call to reschedule or explanation. I had already taken a day off of work to be home for the delivery and now I thought I had wasted a day off. I then spent 2 hours on hold only to be automatically disconnected. I tried again and waited 2 hours and when connected, I was told to reschedule. I did so for 7/22 and the EXACT same pattern happened- got delivery window night before, cancelled day of. On the phone for 4 hours again. Rescheduled to 8/12. This time no notification, phone, anything to tell me it was cancelled. Called and was hung up on.

  Business response

  08/14/2021

  Good Afternoon *************,

   

  We're sorry to hear that you're having difficulty with your delivery. I do see you were scheduled several times. It seems the first time the range did not arrive at the local warehouse in time for delivery and the other 2 deliveries the warehouse could not locate the range in time for delivery. I see there is a new order in the system currently in transit from the vendor to our distribution center. We will monitor this order to ensure delivery is completed has soon as possible.

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered patio furniture from ****** to be delivered and assembled on 8/10/21. I paid the $60 fee to have it assembled and for haul away of packaging. The folks who delivered the furniture did not assemble it and said that, as a 3rd party contractor, it is not their responsibility to assemble furniture or haul away any packaging. They said their company was Innovel. They told me to call ******. I called ****** and they said it was absolutely the delivery folks' responsibility to assemble it. The customer ************ said she made 5 phone calls to various people, including to the cell phones of the men who delivered it, to make this arrangement. No one picked up her calls. I tried to call Innovel and found that ALL phone numbers associated with this company have been DISCONNECTED. There is no way for me to get in touch with them to rectify this. I believe this is a scam. I'm out money and have no way to assemble a huge fire table. I will also be fined for the extra garbage.

  Business response

  08/14/2021

  Good Afternoon *****************,

  We're sorry to hear that you're having difficulty with your delivery as this is not how we want our members' delivery experience to go.  Per looking into the order I do see you were able to make contact with our customer service and a service order was created for today 8/14 and I show it has been completed. If further assistance is needed please reach out to us at ************.
  
  

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **
  

• Initial Complaint

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a new stove online to be delivered. We received a notification that the delivery will be august 7 on Saturday between 8:45am - 10:45am. We were waiting in the house for any phone call or doorbell. We didnt receive any phone call or doorbell. We saw a big truck outside in front of our garage and when we went to check, the truck drove away. They didnt even bother to come by the front door to knock or ring the doorbell. Called ****** and found out they arrived at 10:50am, which is outside theyre 2 hour window. We cleared the delivery path and moved the old stove and was ready for the new stove to arrive and ready to **** lunch. Now Im waiting on the phone for a couple hours trying to get my stove delivered ASAP.

  Business response

  08/14/2021

  Hello ********,

  Apologies for the delays, I am seeing that your order is being handled by our appliance team for an exchange due to damage to your stove. Please advise if there is any assistance further needed and we will gladly help! Have a great day and stay safe!

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a 3rd party for ****** logistics. I've got a wall oven delivered July 23, 2021 but the installer hasn't come to put this oven in my kitchen yet. It has been 10 days since delivery but no way to get informed about the scheduling with installer from ****** CS neither CS from this company. The ****** CS literally don't have source to know the status of installment of their product in their 3rd party and also it's impossible to hold anyone in this company's CS department. They need this company fix these communication issues between ****** CS and also with customer. Most of all, I need an installation service for my wall oven in my kitchen not sitting in my garage asap.

  Business response

  08/15/2021

  Good Afternoon ***********,

  We are sorry to hear that you're having issues with your installation. We wanted to reach out and let you know that due to your BBB complaint we have implemented customer service and delivery enhancements in hopes of making the process more seamless for our members. I do see installation was not able to be completed with our third party installer and you had to find a local install to complete your installation. If further assistance is needed let us know.

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **

• Initial Complaint

  08/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered an appliance set from ****** on June 2. Expected delivery was send off ***** That was fine. We werent moving into our new home till the end of July. Every week we are told the items have not shipped but ****** assured us they would be sent the following week. When the items were shipped nobody contacted us to set up delivery. Finally towards the end of July I began calling ****** and their logistics side Innovel. We set up delivery for a few days after we move in. Fine no fridge or oven for a few days. Not ideal. But fine. Delivery day comes and Im told by phone there was a glitch and Ill have to reschedule. I ask for an explanation and Im not provided any information. Ive spent hours on hold. This has been a terrible experience.

  Business response

  08/15/2021

  Good Afternoon ***************************,

  We're sorry to hear that you're having difficulty with your delivery. We know your BBB complaint is older but we wanted to reach out and let you know that due to customer feedback we have implemented customer service and delivery enhancements in hopes of making the process more seamless for our members. I see you have cancelled your order with us but if you are still needing the appliances and have not purchased elsewhere if you would like to reorder with us and we will have our escalations team monitor the order to completion. 

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **

  Customer response

  08/19/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is moot because I cancelled the order after the awful customer service and logistics failures of ******* I bought the exact same appliances elsewhere and had them within a week. I suggest ****** Logistics consider why that is possible. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a mattress over a week ago 6/26/01 and changed the delivery time for Tuesday but wanted to change it for Friday instead right after placing the order. It would not let me change order not cancel the order so that j could reorder. I tired calling and they said they couldn't help me until I got a tracking number and I should get it within a couple of days. After a couple of days if waiting and still no email I called back and they give me a tracking number and transfer me to the logistics department and that is where the nightmare starts. I have called everyday and spent hours on hold. NO ONE ANSWERS EVER!Hours of wasted time and being told they can't help me I need to go through logistics. Not going to waste more time complaining but now I have them saying the delivery is for today 6pm-8pm, this is the time I need to be sleeping for work. This is the worst customer service of any company I have ever seen and give them a big 0 rating

  Business response

  08/14/2021

  Good Afternoon ************,

  I am very sorry to hear you are having difficulty getting a hold of logistics customer service.  I have looked into your order and I do see your replacement and pickup is scheduled for 8/17.  If you are needing further assistance you may reach out to our escalations team at ************.

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refrigerator off LG.com and it was delivered on 6/1/21 by Innovel Solutions. Delivery included free haul away service. The delivery staff moved the new refrigerator into the kitchen and the existing refrigerator into the garage. Since then, the existing refrigerator has not been working correctly. There has been sealing, mold, condensation and frost issues (see photos). This was NOT an issue at all prior to their moving the refrigerator. I called LG.com on 7/30 and they referred me to Innovel Solutions. I called Innovel Solutions on 7/30 and was on hold for 1.5 hours. I then spoke with staff who informed they were not responsible. I spoke with a supervisor who first told me that it was not their responsibility. He then proceeded to tell me it wasn't within their time limit of a damage claim. I asked for documentation of those policies or a contract I signed agreeing to these which he could not provide. He hung up on me w/o resolution. I was not swearing or inappropriate.

  Business response

  08/14/2021

  Good Afternoon *************************,

  I am sorry to hear you are having troubles with your original refrigerator. Are you able to advise if the delivery team just moved the fridge to the garage in tack or did the team have to remove the doors or plug it into an outlet in the garage if so we will open a claim. If the team just moved the fridge to the garage and did not remove the doors nor plugged it into an outlet in the garage it will be up to the homeowner's responsibility as this is a courtesy for the members and you may want to reach out to the company who made the fridge for a warranty check. Unfortunately, if a damage claim is opened with the carrier it will be denied due to the length of time the issue has been reported and if the fridge was just moved to the garage without having to remove the doors or plugging the item in.  In most cases the delivery team will not remove the doors or plug in the units due to liability reasons.

  Thank you,
  **************** 
  Executive Escalations Team | Costco Logistics
  *******, **

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩