Important Message Regarding Home Direct/AYST

[launderess]

Spoke with Home Direct/At Your Service Transportation this morning regarding damage to my AEG washer and was informed the preferred contact, Mr. Burton McLucas is no longer with the company.

How or if this affects anyone's decision to use HD is their own call, just wanted to keep members in the loop.

L.

 

[moparguy]

Launderess, I am sorry to hear that your machines were damaged and I do hope that you have better luck with HomeDirect than my experience. Although I did finally receive a credit for damage, it took quite a bit of time, documentation, delays, and personnel changes at HomeDirect, as well as overcoming some very basic resistance on their part to either accept responsibility (despite before and after photos including photos that were fortunately taken on pick up and which clearly showed that there was no damage at that time) or a reasonable claim amount. I believe that unless you purchased other insurance, their 'default' is a per pound rate based on weight of items shipped. Don't let them underestimate the weight of your machines!

 

[launderess]

Thanks, And Yes Am Not Holding Out Much Hope

After a painfully long conversation this morning with lots of back and forth of repeating information, having it looked up finally got to the fact "someone" had received the email one sent early this morning to Burton. I replied no one contacted me even to acknowledge receipt and that they had opened a case, but was told "they are working on it and someone should get back to you....".

They did ask one had pictures of the feet to which I responded that the washer weighs >200lbs, and that *I* am not scooting under there to take close-up pictures of the damaged feet. Suppose if the worst comes to the worse with assistance have the unit tipped far enough to the opposite side, but really don't want to mess with this machine too much. Am worried about damaging the self leveling leg in particular.

Thing to remember about HD/AYST is at least to me they seem to contract out some or all of their work. The guys who delivered my unit were no different than what one sees from Sears or a local furniture store. White glove my behind! *LOL* Who moves a washer and dryer by stacking one crated item sideways over another?

Happily paid for this service with AMEX. If HD does not pony up will sic American Express on them, that should get some results! *LOL*

 

[launderess]

Received An Email Today

After contacting HD again to report damage to the dryer that a case has been opened and they are "investigating". Message further stated should hear back from them soon.

We shall see.

Am wondering if the only reliable option for shipping is Craters and Freighters.

 

[turquoisedude]

Funny, but I heard from a non-board collector friend of mine recently that HomeDirect was amassing a LOT of complaints about bad service, damage in transit, and other woes. I'm expecting my first shipment of a machine done with the assistance of Jackie, who has delivered a number of machines to our members and with very good feedback. She may be a good future reference for anyone needing transport (if you can't get there yourself!).

 

[launderess]

Know Someone That Used Jackie For Shipping Recently

But am not naming any names.

Had no idea the woman and her trailer truck moved between Canada and the USA. That is one busy woman.

 

[launderess]

Home Direct & Damage Claims

Yes, we did some research before choosing Home Direct and saw at least on the Internet there were quite a lot of complaints. Damage during shipping was the most common, but also lost items and poor customer service ranked up there as well. One overlooked that information due to members recommending Burton and the service highly.

Am really upset because these machines are virtually brand new as pictures posted when my Secret Squirrel collected and stored them shows. Suppose one should count one's blessings that only a knob and leveling feet are damaged. Things could have been worse from what one has read online.

Won't used HD again for appliances or anything else of value. Seeing the delivery men hauling my set down the street on a square appliance dolly with one crate stacked sideways on top of the other was enough for me.

Again persons must realize that Home Direct is a contract shipper. It is not one seamless company that collects, crates/packs, ships then transports items, but rather various sources. This means when things go wrong there probably will be lots of finger pointing and or at least a prolonged period while things are sorted out.

 

[mich2013]

May I ask...

How much they charged you? Maybe Ball Park Figure?

One might be needing such service in the future, and would love to know a price to look for when shopping around.

 

[moparguy]

Good Luck... be persistent!

Launderess, it took three or four months of work (calls, claim forms, photos, etc) to get my damage credit from Home Direct, and that with photos that showed there was clearly no damage when they took delivery of the appliance. Unfortunately, my experience with them was that you have to be the squeaky wheel and frequently call and write to 'remind' them of the pending claim. Ultimately the credit was not enough to cover the damage repair, but instead was their default per-pound stated liability. At the time, I thought that perhaps my experience was not the norm for them, as although I posted on AW that I had a damage claim problem, others that had used them posted that they were satisfied with their performance. I guess that any company can make a mistake and/or damage an item, but you really learn whether they are a company that you want to give business in the future based on how they handle a claim when damage occurs. It sounds like my unfortunate experience is becoming more common with Home Direct.

Good luck with the claim... keep complete records, keep after them, and hopefully you will ultimately get a settlement.

 

[mich2013]

Bump

Bumping Thread, hoping for a response from the Laundry Queen

 

[launderess]

Think the cost was around $600, but you cannot go by my price as there are so many factors. Weight, dimensions of what is being shipped, location of collection and delivery, etc...