Dispute Resolution & Formal Review Policy
Policy RR-1.0 — Applies to all orders, quotes, shipments, warranty claims, and service matters involving American Mortuary Coolers (AMC), American Mortuary Equipment (AME), U.S. Pathology Equipment (USPE), and Funeral Source One Supply Company, Inc.
FORMAL REVIEW CHANNEL
Any customer who wants a decision, denial, charge, claim, or dispute formally reviewed must submit it in writing to this address. This is the single channel of record for formal review.
1. Purpose and Scope
- This policy establishes the exclusive written channel by which a customer may request formal review of any AMC decision, determination, denial, invoice, charge, claim outcome, or service dispute.
- It applies to warranty determinations under the Warranty Policy (WR-1.0), clearance and maintenance determinations under the Ventilation & Clearance Policy (VC-1.1), freight and damage claims, lead time matters, payment and verification matters, and any other published AMC policy.
- This policy governs the review process only. It does not create, expand, restore, or waive any right, remedy, warranty, or coverage that is otherwise excluded or limited by AMC’s published terms.
2. Formal Review Requests — Required Channel
- All formal review requests must be submitted in writing to [email protected].
- Requests raised only by telephone, text message, social media, marketplace messaging, chargeback filing, online review, or verbal statement to a sales or service representative are not formal review requests and do not commence review under this policy.
- Statements made by any individual employee, contractor, dealer, or representative outside this channel are not determinations of AMC and are not binding on AMC.
- Submitting a matter to this address does not pause, extend, or toll any deadline, claim window, payment obligation, or limitation period stated in AMC’s published terms unless AMC states otherwise in writing.
3. What a Review Request Must Contain
To be reviewable, a written request must include:
- Order number, invoice number, or quote number.
- Model and serial number of the equipment at issue, where applicable.
- A clear statement of the determination, charge, or outcome being disputed.
- The specific relief or outcome being requested.
- Dated photographs of the equipment, installation, and surrounding clearances where the matter involves installation, performance, damage, or warranty.
- Maintenance and service records where the matter involves refrigeration or compressor performance, per VC-1.1 § 5.
- Freight documentation, delivery receipts, and inspection notes where the matter involves shipping or damage.
Requests submitted without the applicable documentation may be closed without review. AMC may request additional documentation, and review does not proceed until requested documentation is produced.
4. Review Process
- Review is conducted on the written record submitted, together with AMC’s order, production, freight, and service records.
- AMC may request a site survey, photographs, technician findings, or third-party inspection as a condition of completing review.
- AMC will communicate the outcome of review in writing to the submitting party.
- The written outcome issued through this channel is AMC’s final position on the matter. Re-submission of the same matter without materially new documentation will not reopen review.
5. Good-Faith Resolution Before External Action
- Customers are required to submit a matter to [email protected] and allow AMC a reasonable opportunity to review and respond before initiating a chargeback, payment dispute, public complaint, regulatory complaint, or legal proceeding.
- Initiating a chargeback or payment dispute in place of the review process does not resolve the underlying matter, does not alter AMC’s published terms, and does not create any right of return or refund that does not otherwise exist under the Return Policy.
- Nothing in this section waives or restricts any statutory or consumer-protection right that cannot be waived by contract, or any right to pursue a remedy after the review process is complete.
6. Confidentiality and Records
- Correspondence submitted to this address becomes part of the order record and may be retained, referenced, and relied upon in connection with the matter, including in any subsequent proceeding.
- Customers should not transmit protected health information, decedent-identifying information, or other sensitive personal data through this channel. Matters involving such data should be raised by telephone so a secure channel can be arranged.
7. Other Contacts
- Formal review, disputes, and escalations: [email protected]
- Pre-order questions, specifications, and site readiness: [email protected] · 1-888-792-9315
- Purchase orders and procurement: [email protected]
- USPE pathology equipment: [email protected]
8. Relationship to Other Policies
This policy supplements AMC’s published terms, including the Terms and Conditions, Warranty Policy (WR-1.0), Return Policy, and Ventilation & Clearance Policy (VC-1.1). Where any conflict exists, the stricter requirement controls. Nothing in this policy waives or limits any exclusion, disclaimer, or limitation of liability stated elsewhere in AMC’s published terms.
Effective July 29, 2026. All policies, pricing, and terms on this website are subject to change without prior written notice. State consumer protection rights that cannot be waived by contract are unaffected by this policy.
Need something reviewed?
Send the order number, the determination you want reconsidered, and your supporting documentation to [email protected].
Applicable law, order channels, venue and enforcement costs
Purchases through any ordering channel
These purchasing provisions apply to orders submitted through this website or another Seller-operated ordering channel, including telephone, email, mail, written quotation, invoice and purchase-order transactions, when these terms are furnished before acceptance and validly incorporated into the accepted purchase agreement. “Seller” means the selling entity identified in the accepted order; its product brands do not create a separate contracting party. An inquiry, RFQ or unaccepted purchase order is not, by itself, an accepted sale.
Tennessee law
The accepted purchase agreement and disputes arising out of or relating to it shall be governed by and construed under the laws of the State of Tennessee, without regard to conflict-of-laws rules that would require another state's law, except where controlling federal law or another non-waivable law requires otherwise. For choice-of-law purposes, the parties intend the accepted agreement to be a Tennessee-governed contract. Nothing in this provision represents that every physical act, delivery or installation occurs in Tennessee.
Washington County venue and competent courts
To the fullest extent permitted by applicable law, actions arising out of or relating to the accepted purchase agreement shall be brought exclusively in the state courts of competent jurisdiction in Washington County, Tennessee, including the General Sessions Court when it has jurisdiction. Where federal subject-matter jurisdiction exists, the agreed federal forum is the United States District Court for the Eastern District of Tennessee, Northeastern Division at Greeneville, subject to applicable federal venue rules and the court's authority. The parties consent to personal jurisdiction in the applicable selected forum and waive venue or inconvenient-forum objections to the extent legally permitted.
Reasonable collection and legal-enforcement costs
If Buyer defaults on a payment or another material obligation and Seller prevails in an action to collect or enforce the accepted purchase agreement, Buyer shall reimburse Seller for all reasonable attorneys' fees, taxable court costs and reasonable collection and enforcement expenses actually incurred and legally recoverable, including recoverable appellate and judgment-enforcement costs. Recovery is subject to applicable law and any required court determination; it is not an unlimited fee, a penalty or an automatic charge for raising a good-faith dispute or exercising a non-waivable right. Any controlling fee entitlement under applicable law remains unaffected.
Mandatory rights and accepted-order terms
Nothing in these provisions waives mandatory consumer, privacy, warranty, payment-dispute, government-procurement or other statutory rights that cannot lawfully be waived. An applicable signed agreement controls where it expressly modifies these provisions; a conflicting term in a buyer's PO does not amend the agreement unless Seller expressly accepts it in writing. These provisions do not retroactively change an already accepted order or expand any court's subject-matter jurisdiction.
For purchasing disputes, this section supersedes inconsistent governing-law, forum and first-party enforcement-cost wording in this policy, subject to the accepted agreement and mandatory law. Read the Terms and Conditions, Terms of Purchase and Legal & Compliance Contact before ordering.
