Davinci Virtual LLC review: Mail handling

What went wrong?

Our business, Farouk’s Cleaning Service LLC, contracted with DaVinci Virtual for mail forwarding services. In September 2024, a piece of our mail — critical to a $10,000 contract — was shredded by mistake. This wasn’t junk mail; it was a time-sensitive business document. When we contacted DaVinci, initial responses deflected responsibility. Only after multiple follow-ups was the error acknowledged. Even then, no meaningful remedy was offered — only service credits that didn’t address the real operational loss.

To make matters worse, efforts to resolve the issue were met with excessive formality and vague responses rather than transparency or a sincere effort to fix the mistake. We repeatedly asked for clarification about how this happened and who was involved, but we never received those answers. It felt like the focus was on minimizing their liability, not helping the customer.

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How can this company improve?

DaVinci can do better by:
1. Improving internal accountability — when a mistake happens, identify exactly who was involved and communicate clearly.
2. Offering fair remedies — service credits don’t fix lost revenue. Match resolution efforts to the damage caused.
3. Reducing legal barriers to resolution. Simple issues should not become legal tug-of-wars.
4. Prioritizing customer impact over internal protection strategies. Small businesses depend on timely, reliable mail service.

We would have preferred to avoid escalation, but DaVinci’s handling of this issue left us little choice.

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