ComplaintsforeCanopy.com

• Initial Complaint

  08/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a large shed delivered by ***** freight. It arrived with parts weighing three times the size I was told and without any prior notice. There were several damaged parts weighing at least 300# per part. These were piled in my yard by 3 men that I was able to get at late notice. I took pictures of the damage. When I reported it to both companies I was first told they would replace the parts...that meant I had to get more people to unload plus have parts that I could not dispose of. I filed a claim with both companies and got a phone call from ***** saying could they inspect the damage. I told them that unless they could move 300 pound parts, that it was unlikely because they were piled on top of each other. They said they would get back to me and never did. I have a delivery receipt and damage witnessed by the driver. He signed the receipt. ***** closed the claim saying I would not allow an inspection. False. Then they said they had to pay for the inspection (?) and closed the case.

  Business response

  10/07/2021

  Business Response /* (1000, 5, 2021/08/17) */ We sincerely apologize for both the damage to the customer's shipment and for the inconvenience. We are more than happy to work with the customer to get this resolved. The most recent correspondence from the customer indicated that they were not interested in receiving replacement parts and instead wanted to have the damaged items replaced by their contractor. The customer was then supposed to provide receipts for the locally purchased replacements so that reimbursement could be gathered from the manufacturer. As of this writing, the customer has not provided us with this information so that reimbursement could be pursued. Of course, we are happy to change our plan should the customer have changed their mind. Or, if we simply missed the customer's correspondence, we are happy to attend to it if they could just resend the requested information. We, and the manufacturer, are standing by and ready to assist the customer. We simply need an update from them on how they'd like to proceed. The customer is welcome to reply to our most recent correspondence. We'll watch for their reply. Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company knows very well that replacement would involve more expense on my part to have multiple workers carry the item to my property again. The item has since been erected with the damage in place. Photos have been sent which also included a delivery receipt, signed by the driver, who witnessed the damage. This was sent twice.The weight of each piece is 300# per piece of which I was never informed.they know that I would deny this option. I am requesting a monetary settlement instead to be agreed upon and to which they have refused. Business Response /* (4000, 11, 2021/08/31) */ We appreciate the customer's response and their position. I've dug into this issue further with the carrier to try and understand why the inspection was not performed and what our options are for relief. The carrier indicated that their 3rd party inspection service reached out to the customer to schedule an inspection. The inspection report indicates "customer advised the products were inaccessible" this statement coupled with the fact that the customer has installed and is using the product has lead to the ultimate denial of the freight claim - regardless of the noted damage at time of delivery. However, after further discussion with the carrier, an updated and mitigated claim could be pursued. While they will not reimburse for the full value - because it was able to be installed and used - they are willing to review a claim for a lesser value to compensate for the damage. In order to pursue this with the carrier, we simply need to know what legitimate value the customer feels we should pursue with the carrier and the basis for that amount. We'd thought that receipts and labor invoices for repairing the shed would be supplied for this but it appears the customer is not interested in this option. The customer simply needs to reach out to us with their requested reimbursement value so that we may pursue further with the carrier. The customer is welcome to reply to any of our recent emails to provide this information. We look forward to the customer's email and to pursuing their resolution. Business Response /* (4000, 15, 2021/09/14) */ Ms. ********. Thank you for your email. We certainly apologize if we unintentionally misrepresented any facts in our response to your BBB complaint. We were simply providing the details provided to us by the carrier. Thank you for the information you have provided on the mitigated claim amount. We have reopened the claim with the carrier and are doing our best to get it pushed through in a timely manner. We will keep you posted to it's status with any updates as they are received. Business Response /* (4000, 21, 2021/10/01) */ We are grateful for the customer's patience. The agreed upon $400 mitigated claim amount was issued to the customer on 9/23/21. Once again, we sincerely apologize for the customer's negative experience. Consumer Response /* (2000, 25, 2021/10/04) */ I found the refund. Thank you.

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