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msdawncarlson says: (7 years ago)
We purchased a king size mattress on November 23rd 2011. We took delivery on November 30th.
The delivery staff upon bringing mattress upstairs, knock into my art work--3 pieces. They hit the first piece which rocked and knocked into the larger piece then that rocked and hit the end piece causing it to fall 11 feet to its death. My walls are all scrapped up, my 3 piece art work with value of about $1500 is destroyed. Guess what American is doing about it.. keep in mind they use contractors for their delivery service and I found that out when the damage occured as I told the lead person at delivery lets call the store, he informed me at that time, they are contracted and he owns the delivery service and he would resolve with me. He asked me to take the art work to a frame shop to see if it could be repaired, recommened a place. So the next day I packed up the art work and took it to the place he recommended. They are out of business. I then spent the next couple of days trying to find another business to see if they could repair. Found one and they are like the damage is to extensive it can't be repaired. The owner of the contract service never got back in touch with me after that. When I made numerous calls to American customer service they said oh we are in the process of terminating out service with that carrier it was a mutual agreement we have one week to resolve this claim. what will it take $300-400? I was like no way that doesn't even cover the cost to repair wall and replace my art work. So they filed a claim with contractors insurance company. Well then we had to go thru the hassle of being home for an adjuster to come to our house. Then received a letter from the contractors liability insurance saying it doesn't fall under this policy and falls under the auto insurance as the item was still in transist and the contractor needs to file a claim with their auto insurance. Well that is great as the contractor is no where to be found, won't return phone calls. I finally got American to provide me with the auto insurance company and left them a message. Guess what they aren't calling back either. I sent American customer service person I had been working with an email saying this is crap as I purchased thru American, I am their consumer. They contracted with that company not me and they need to make this situation right. This is the response I received now I am quoting their response: When a subcontractor has a claim against them and then subbmited to their insurance company, we close our file. The rest will and is, in the hands of their insurance companyy and we be resolved on their end. Therefore American wil not be a part of the process nor the resolution. We apologize for your inconvience and frustrations. WE do value you as a customer and am sorry, that this experience has created distate for American.
Well I ended up making copies of all my paper work and printing out the photo's I had taken of the damage and went to their store and talked to manager. He was like this is not my area--if that is what they told you then that is what it is. I was like this is a reflection of your store and why should I as a consumer who purchased through you be chasing this and following thru you should be. I was told it is the industry norm to have outside contractors for delivery service. Well the independent stores have their own employees. Worth paying the little extra to get a better customer service experience, I will never shop with American again--I would advise anyone not to. Can you imagine if the damage was more extensive? They almost lost control of the mattress and it almost flipped over the railing which would of taken out chandelier and definitely busted up tile floor. I gues then I would be in the same position, sitting home looking at my damaged walls and art work and no one at American worried about it. That $1800 sale for a mattress set just cost them a lot more than that with the loss of sales they will see if they continue to operate this way.
(American TV and Appliance)

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