Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dishwasher from Home Depot that was delivered and installed by this company. Not only was the installation a complete mess that required another person to come back out and completely reinstall the dishwasher, but they damaged my cabinet siding when shoving it into place due to it being unleveled and ill-fitting.
  
  I reached out to Home Depot to submit a claim, which went to their insurance company Sedgwick. Because this was delivered by a third party (***** *****), Sedgwick had to submit the claim to them. I did receive initial communication from ***** *****, but the entire exchange was incredibly difficult and extremely unreasonable, and now I cannot get into contact with ANYONE after calling several 800 numbers attached to DFL as well as the personal contact of the person with whom I corresponded.
  
  Within the email exchange, I provided proof of the damage with a time stamp ~2 hours after the installation took place. DFL claimed that this was not valid because the photo from their delivery driver did not show the damage or small debris on the ground. However, said photo was taken at an angle that obstructed the view of the damage in addition to being so low quality and blurry that light debris on the floor would not be visible.
  
  I explained this to the corresponder, ***** ***** ********** and the several other people weirdly copied on the email thread, by circling the obstructed view on their photo and providing my photo again for reference. I even offered to provide a video proving how that angle obstructs the view of the damage. I requested that my claim be reconsidered with this information, and if it will be denied to call me directly.
  
  My response was not even considered and was said they would continue to deny it due to the "photo evidence" and time stamp not matching. My time stamp was TWO HOURS after delivery. I have called several 800 numbers attached to the company & ******* personal number to get into contact with anyone, but no one answers.

  Customer Answer

  Date: 03/08/2024

  The business resolved my issue outside of BBB and my case can be closed.

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Darrly Flood Logistics delivered and installed a new dishwasher purchased from Home Depot on December 3, 2022. During installation, one of the employees accidently turned on a front burner on my electric stove. At the time, I had a wooden stove protector on top of the stove. During the install, my wife and I were in the living room watching TV. Approximately 15 minutes after we sat down, the installers started yelling that my stove was on fire. I immediately ran into the kitchen and saw smoke billowing out from underneath the stove protector. My first thought was to turn off the burner(s) but all 4 were in the off position. I then picked up the stove protector to remove it and noticed lacquer oozing from the protector. The lacquer had liquified on top of the stove burner. I tried to clean the burner area, but the damage was done. After the dishwasher install was completed, the one employee still in the house, asked me to sign the delivery receipt and I did. When he exited the house, he saw the smoke still smoldering from the stove top protector laying in my yard. At that time, he asked me for my cell # and wrote it down on a piece of paper. He said he would take care of my and the problem in the next 3-4 days. At that time, I thought, "thank goodness the problem will be rectified". Soon after the delivery truck left the premises, I received a call from Darryl Flood Logistics inquiring about my recently installed dishwasher. I explained that the install was fine but there was a major issue with the stove. I was given a phone number to call Sedgewick in order to file a complaint. I immediately called the number and filed a complaint and was given a claim#. I was told that someone from Darryl Flood would call me. After several weeks, a Darryl Flood representative came to my house for a visual inspection on 12/27/2022. I was instructed to submit an email with a written statement listing the facts of the incident with photos, estimates for repairs. Claim denied today.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2023/02/17) */
  February 17, 2023
  
  Re: ****** ****** ("******")
  BBB Complaint: ******** (the "Complaint")
  
  To Whom It May Concern,
  
  The Suddath Companies its affiliates, and subsidiaries, including Daryl Flood Logistics, Inc. (collectively, "Suddath") is in receipt of the Complaint. Suddath greatly appreciates that ****** took time to share ******'s experience with the Better Business Bureau ("BBB"). Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience. Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.
  
  In the Complaint, ****** alleges that Suddath provided and/or otherwise facilitated the delivery and installation of a new dishwasher. Without factual specificity, ****** asserts that Suddath somehow damaged a wooden stove protector and stove burner during the course of the delivery and installation of the dishwasher. In furtherance of such allegation, ****** filed a claim with Suddath and is looking to receive replacement or repair for damage to the stove.
  
  In connection with the processing and adjustment of ******'s claim, Suddath reviewed the Customer Delivery Ticket, which ****** signed to state that he acknowledged "receipt of merchandise with no damage to the goods or to the premises upon delivery and installation." ****** retains the burden of proof on the claim and to provide information and/or evidence that the damage was caused by Suddath. In the continued absence of such information and/or evidence, Suddath cannot be held responsible and stands by its decision to reject the claim.
  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and ******. Should the BBB need additional information from Suddath, please contact Suddath's Legal Department.
  
  Very truly yours,
  
  Suddath Legal Department
  [email protected]