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Complaint Details
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Initial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered furniture in November and had it delivered December. The team that showed up scratched my hardwood flooring. ********************* tried leaving my home without acknowledging what had happened, but I heard the dragging on the floor and subsequent scratch. Before he left, he told me to call them to file the claim. I had called them back within hours of this after talking to VCF. He had offered me $200 over the phone and I told him I wasnt sure what the cost would be to fix it, he told me that he had a flooring expert that could fix it, but he was busy for a bit and would be a while. I told him I would just have the flooring company come out and give an estimate. Fast forward two weeks I get the estimate and I believe **** was on vacation, so I had to wait another few weeks in which I felt that I was being ghosted. I sent the estimate in, and **** had wrote back denied. I called him and spoke with him over the phone, and he back tracked on everything. I asked him why the email was denied, and he said it wasnt so much that its denied that they didnt do it, but they didnt like the amount the flooring company was charging. I spoke with the flooring company, and they would work with **** if he wanted to show up when the floors were getting done to move the furniture and bring it back that would be fine with them. I then got ahold of **** again on the phone where I tried to work with him and told him if he wants to send his expert out, Ill see what he has to say, but even then, I have been ghosted once again. This isnt stopping here I will hold you accountable to this matter. I called the information on the denial letter and the person I spoke with had no idea who **** was. Again, getting the run around.Customer response
08/14/2024
The complaint has not been resolved.
Business response
09/06/2024
The Floor has been repaird see pictures bellow
*************,
We did receive pictures from the floor repair- please see below- We believe the repair has been made, and is acceptable.
We have fulfilled our obligation to repair the scratch we may have caused. Before and after picues attached. SO with the floor being repaird we feel the case is comopleted please us know if there is anything else we needInitial Complaint
10/11/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I had a contract with Rapid Response to deliver furniture. After almost a year with them I decided to leave. After 2 months I receive an email from them about a damage claim. I ask why wasn't I aware of this before I gave my 2 weeks notice. Why 2 months afterwards. I contacted the costumer to cover the damages. I tired covering it myself but the costumer wasn't happy so I got my insurance to cover it. Rapid Response finally sent me my last check and in the last check there's multiple charges that don't make sense. They charge me for damge claims, but I cover those and pay for them. They charge for me reminder but they tell me of damages claims months afterwards. I feel I am being robbed.Business response
11/01/2023
A termination of contract letter was generated, issued, and signed on 6/12/2023 by both Rapid Response, *** and ********* ************* This signed letter gave notice to ********* ************ breaking their (30) day notice and also stated ********* ************'s final settlement check would be held for any damages, claims, or monies owed. Once all were cleared, the remaining balance was released. Proper written communciation from Rapid Response, *** to ********* ************ for (2) Home Damage Claims and (1) Product Damage Claim have been confirmed that they were received, have been discussed and are available upon request. The late notice of a home damage claim came from a customer contacting the wrong department of the client. Once it was sent correctly to the client, we received it and sent it to ********* ************ immediately. *********** final settlement check has a section of itemized deductions to show what was paid to whom, confirming the closing of all damages, claims, or monies owed. This statement matches all communication that took place that is again, available upon request.Customer response
11/01/2023
Complaint: 20725978
I am rejecting this response because: I paid out of pocket of my own money for all any damages. There shouldn't be any damages deduction in my statement. Also I still haven't received any of my escrow of $2,300, Rapid Response still holding.
Sincerely,
*************************Business response
03/01/2024
03/01/2024 AB: Called and left a vm for ***********************.
03/07/2024 AB: Called business spoke to ***********************. **** stated that he was not aware of the complaint and requested that a notice be sent to *****************************************************. Notice was sent to email through Outlook. Will contact **** on 03/08/2023.
04/02/2024 AB: Called business wasn't able to get contact with the business.
04/08/2024 AB: Called and left a vm for ***********************. I have not received any correspondence back from **** from the email that I sent him on 03/07/2024
04/19/2024 AB: Called and left a vm for ***********************. I have not received any correspondence from ****.
04/25/2024 AB: Have not received any correspondence from the business as of to date.
Customer response
04/25/2024
03/01/2024 AB: Called the consumer and he stated that he has not heard from the business
03/08/2024 AB: Called and left the consumer a message.
04/02/2024 AB: Called consumer to see if he had spoke to the business and he stated he had not, and he was wondering what his next step would be?
04/19/2024 AB: Called consumer left a vm.
04?25/2024 AB: Called consumer and informed him that I have not heard from the business and asked if he would like to go to the next step which is arbitration and he stated "yes"
Business response
09/06/2024
We are being told by the home owner / customer that no insurance company contacted them for repairs . The repairs that we cahrge back Kevn Haitline $550 *************************; $250 and then there were two other pcs that came back from his trucks customer not dleiver and when returned to the store there pcs swe damges to $213.16 All money that was owed to ******************* has been sent to him .Initial Complaint
07/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 11th, 2022 Rapid Response picked up a couch and love seat from my home the I purchased from ****** ********* and damaged my front door. I took pictures, sent them to ********************** she then contacted ***** Whalen at Rapid Response. ***** came and looked at the damage, asked me to get estimates which I did and emailed them back to him, weeks went by, I left messages, sent email after email, I was put off and then received an email from Rapid Response telling me that i had to file a claim with MY HOME Owners insurance for this type of "instance", see the entire email from ***** below on on June 21st, 2022: I then tried calling him 3 times, left a message for the Owner, they did not return any calls and completely stopped communication at this point. **** *******, I apologize that I did not get back to you the other day. I had spent a few hours gathering all the information I was told to gather and get to you and lost track of time. The independent contractor that the claim is against is no longer with the company. This does not take away from the validity of the damage claim at all, it just prevents me from "walking you through the process", if you will. I have attached the Insurance information for the responsible party for you and will be happy to provide any of the delivery information you need/ request in regards to your delivery. This is not meant to be another task on your part at all. I have been told that in this type of instance, generally the homeowner lets their homeowner's insurance know of the incident and they complete all the leg work on your behalf. I am not an insurance agent so please do not make decisions on my word by any means, I am just trying to make this as simple and easy for you as I can without being inappropriately involved.Business response
08/08/2022
We left **** a voice message stating the claim number and the agent who is handling the claim from the insurance company.Business response
08/08/2022
We left **** a voice message stating the claim number and the agent who is handling the claim from the insurance company.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.