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

resolutions@mymortuarycooler.com

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 resolutions@mymortuarycooler.com.
  • 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 resolutions@mymortuarycooler.com 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

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 resolutions@mymortuarycooler.com.