We purchased a king size mattress and had delivery on November 30th. At time of delivery the staff hit 3 piece art set on the wall causing one piece to fall 11 feet to its death. My wall was damaged and my art work destroyed. I told the lead person lets call the store and he informed me at that time they are contracted and he is the owner of the transportation service. Advised me to take the art work in to see if I could get it repaired and I took it to place he recommended and that place was out of business. Finally found a place and they advised the damage was to extent and could not be repaired. I left "Chad" a message advising the status. I never heard back from him. I continued working with customer service from American. Customer service advised they and Macle transport severed their relationship on a mutual agreement and they had a weeke to resolve the claims. I was asked how much would it take to solve this problem $300-400. I was like now way the art to replace is about $1500. American customer service filed a claim with "Chad" insurance company. We had an contracted adjuster come to our home and then received a letter from one insurance company that is falls under the contractors auto insurance and that "Chad" would need to file a claim with them. Well "Chad" is no where to be found. When you google his name or his company name you don't find a thing on him. I was able to get the auto insurance company info from American customer service and left them a message as well. No one is calling back. The response I received back from American customer service rep was this and this is a quote: When a subcontractor has a cliam against them and then submitted to their insurance company, we close our file. The rest will and is, in the hands of their insurance company and will be resolved on their end. Therefore, American will not be a part of the process nor the resoluion. So I sit here and look at my destroyed art work and damaged wall. Getting no assistance from American who I purchased from. I ended up making copies of all my paper work and printed the photo's of the damage and took to the store manager in Rockford. Advised what happened and why am I having to do all the chasing on this. Was told it was not his area and that he would look into. I am not confident they will do anything to resolve. This has been an awful experience and will not purchase from American again. So much for being excited about purchasing a new mattress after all that we have experienced. Would much rather be sleeping on my old mattress
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