The IVC US Claims department is proudly serving you :  |  |  | | | Deborah Anderson | Alisan Zock | Krista Teasley | | |
IVC US is committed to providing outstanding customer service, from the moment you place your order to the time of delivery and beyond. In the rare event that you should require assistance from the professionals in our Claims Department, our goal is to resolve your claim as quickly as possible. You may reach the IVC US Claims Department on weekdays between 8:00am-5:00pm EST - Toll free phone : 888-225-8287 (choose option 3 for the Claims dpt)
- Fax :706-370-4621
- E-mail : usclaims@ivcgroup.com
- Mailing Address: IVC US, Inc.
Attention: Claims Department
200 Munekata Drive
Dalton, GA 30721
Claims are addressed on a case-by-case basis, so please enable us to process your claim efficiently by observing the following procedures for factory defects and freight claims. Please enter all your claim information on a IVC US CLAIM FORM, click here :  Please submit the claim form via fax or mail after completing all the requested information on the form.
Incomplete or inaccurate information will delay the processing of your claim. FACTORY DEFECTS We request that you provide either photographs, which clearly show the defect or damage claimed, or a sample of the defective/damaged material. If you choose to submit digital photographs in support of your claim, please do not enlarge your photographs so much that the detail of the flooring is lost. 4X6 or 5X7 images are preferred for photographic documentation. Please send samples of damaged or defective materials to the mailing address mentioned above. If IVC US receives your claim without the required photographs or samples, your claim will be registered in our claims system, but will not be processed until we have received all necessary documentation. When appropriate and applicable, IVC US does allow for usual, reasonable and customary labor reimbursement, as determined for your specific region of the country. Charges in excess of the allowable rate will be adjusted to the usual, reasonable and customary level for your region, and you will receive an explanation for the adjustment. In order to process labor charges, please provide an itemized breakdown of all labor charges along with an invoice from the installer. No labor reimbursement request will be honored without this required documentation. IVC US cushionback flooring is a unique and extremely versatile product that can be repaired in many cases. If a customer chooses to repair damage according to IVC US recommended techniques, it will not void the warranty. We refer to the IVC US installation instructions – included in this reference guide - for more information on this topic. FREIGHT CLAIMS The successful closure of freight claims depends on accurate notes of loss and damage recorded on the delivery receipt at the time of delivery. Incidents of concealed damage - damage that is discovered after the delivery receipt is signed free and clear - must be reported within 15 days of the date of delivery. Freight lines routinely and regularly decline claims for concealed damage reported outside of these time constraints. If a freight carrier declines a claim submitted by IVC US, then IVC US will decline the claim as well. In order to assure that incidents of loss and damage can be solved to your satisfaction, please consistently observe the following steps upon delivery of your order: - Instruct your receiving department to record all incidents of freight loss and damage accurately and completely on the delivery receipt at the time of delivery.
- Immediately report all incidents of concealed loss and damage to the freight line representative.
- Immediately report incidents of loss and damage, concealed or not, directly to the IVC US Claims Department at 888-225-8287 (Alisan Zock) for timely processing and resolution.
- Retain all damaged goods and packaging, as intact as possible, for inspection until you receive further instructions from the IVC US Claims Department and/or the freight line involved in the claim.
By following these four simple steps, you will assist us in recovering the value of damaged and lost goods by complying with the guidelines set forth by the Department of Transportation, The National Motor Freight Transportation Association, and most freight lines in business today. |
