Our company provided moving services for the client from a high rise apartment building to single family home. At time of delivery to new residence, client states they informed crew foreman of scratches to hardwood floor but at the completion of the move, paperwork was signed by client that all...
services were rendered with no damages noted. Our company was notified of floor damage being claim via email three days after the move was completed. In the email client states the scratches were noticed after they cleared away boxes. Claim form was sent to client as required. Upon receipt of completed claim form, stains on the carpeting at the origin address were included as additional residence damage. Our firm spoke with all personnel involved and information supplied by the client at the time. The claim was denied for the hardwood floors at destination address based on (1) no damage was noted on delivery paperwork at completion of move, (2) information supplied by client that was inconsistent as to when damage was noticed and (3) presence of additional contractors within residence. Damage claimed to the origin location was denied based on (1) coming out of a high rise elevator building, nothing would still be of any crew members shoes that would have been brought into clients apartment, (2) pictures supplied by client were not footprints, (3) any item being removed from their residence that would have caused carpet stains would be at their liability and (4) inconsistent statements by client that damaged was first noticed February 7, 2015 but included on claim form signed and dated by client February 3, 2015. Client was advised of our findings and requested we review and reconsider. Client was instructed that if they had any additional information that we may not have considered, to submit it to us. Client did submit information from the other contractors that were or had performed work at the new residence. Information submitted was deemed irrelevant as it was only statements from other contractors as to how or why they were not responsible or in their opinion; damages were consistent with being caused by movers. Client was notified that nothing submitted caused our firm to reconsider our previous denial of any liability.
Per our response to the original complaint filed and as previously notified to client, we have denied liability for residence damage claimed by client: 1.No notation on signed Bill of Lading of any residence damage. In an e-mail received from client three days after the move, clients states damage was noticed after they “cleared away” boxes, not while crew was there. We can not accept liability for residence damage not noted at the time of delivery or when information indicates that additional moving of items not performed by our company may have taken place. 2. After initial denial of claim, additional information received from client sent for reconsideration of the denial did not contain any information except statements from other contractors why they did not cause or the reason they thought our would company may have caused it. Information submitted did not provide any additional proof that would cause us to reconsider the original reasons for our denial of liability. 3. Liability for stains to the carpet at origin residence were denied based on (1) no footwear or equipment used during the move would have caused the stains as shown on pictures submitted by client and (2) any item or items being moved from within the residence that would have caused stains would be at client’s liability as item would not have been properly prepared or serviced in advance of move by client. In addition, there are contradicting statements made by client on this damage. Client states damage not discovered until February 7, 2015 but this damage was included on the initial claim form filed by client that was signed and dated by them on February 3, 2015. 4. Without accepting any liability and purely as a gesture of goodwill towards a client, we did offer to reimburse the client the $69.00 cost of carpet cleaning for the origin residence which would have brought the entire matter to a conclusion. This proposal was verbally rejected by client. We would certainly honor this original settlement proposal if acceptable to client to bring this matter to a conclusion. If any additional information is required, p[lease feel free to contact me. Steve D General Manager
Complaint: [redacted]
I am rejecting this response because:
1. Chris dont follow protocol re: documentation of complaint by not walking us through the paperwork when we signed and documenting our complaint when we mentioned it. He advised us to call the office, which we did the following business day. 2. When I contacted the business, I explained the situation that Chris did not document complaint. Business indicated that it wasn't a problem and asked me to fill out paperwork and get a quote from the contractors who finished my floors. On two separate occasions I sent photos and letters from contractors, as per the request of the business. Business responded three months after second set of documents sent through after repeated communications on my end for a response. a. Letter from painting contractors states house walk through occurred prior to arrival of movers and no damages noted. Painters also note that house is painted room by room and all floors are covered in order to avoid paint and damages to home. b. Flooring contrator noted that he has been on the job for 25 years and in his tenure he has been asked to assess damages to homes after moves frequently. Damages in my home consistent with what he has seen in other homes.I do not see how this information is deemed irrelevant in making an assessment on how the damages occurred in my home. 3. Stains on carpet of apartment noted one week after damage of scratches on floors reported, not on February 3, as business notes. I don't know what the stains are. I did not say they came from foot prints. I left the apartment prior to the employees finishing up and did not return that day. I purchased lunch for employees and informed informed them to close door behind them, which would lock, when they finished. Because I left before the employees I did not get a chance to assess the apartment for damages until I returned later that weekend to clean up.4. Business wrote to me that they would reimbursement $69 for the carpet cleaning. I have yet to see the reimbursement on my credit card.
Regards,
[redacted]
Our company provided moving services for the client from a high rise apartment building to single family home. At time of delivery to new residence, client states they informed crew foreman of scratches to hardwood floor but at the completion of the move, paperwork was signed by client that all...
services were rendered with no damages noted. Our company was notified of floor damage being claim via email three days after the move was completed. In the email client states the scratches were noticed after they cleared away boxes. Claim form was sent to client as required. Upon receipt of completed claim form, stains on the carpeting at the origin address were included as additional residence damage. Our firm spoke with all personnel involved and information supplied by the client at the time. The claim was denied for the hardwood floors at destination address based on (1) no damage was noted on delivery paperwork at completion of move, (2) information supplied by client that was inconsistent as to when damage was noticed and (3) presence of additional contractors within residence. Damage claimed to the origin location was denied based on (1) coming out of a high rise elevator building, nothing would still be of any crew members shoes that would have been brought into clients apartment, (2) pictures supplied by client were not footprints, (3) any item being removed from their residence that would have caused carpet stains would be at their liability and (4) inconsistent statements by client that damaged was first noticed February 7, 2015 but included on claim form signed and dated by client February 3, 2015. Client was advised of our findings and requested we review and reconsider. Client was instructed that if they had any additional information that we may not have considered, to submit it to us. Client did submit information from the other contractors that were or had performed work at the new residence. Information submitted was deemed irrelevant as it was only statements from other contractors as to how or why they were not responsible or in their opinion; damages were consistent with being caused by movers. Client was notified that nothing submitted caused our firm to reconsider our previous denial of any liability.
Per our response to the original complaint filed and as previously notified to client, we have denied liability for residence damage claimed by client: 1.No notation on signed Bill of Lading of any residence damage. In an e-mail received from client three days after the move, clients states damage was noticed after they “cleared away” boxes, not while crew was there. We can not accept liability for residence damage not noted at the time of delivery or when information indicates that additional moving of items not performed by our company may have taken place. 2. After initial denial of claim, additional information received from client sent for reconsideration of the denial did not contain any information except statements from other contractors why they did not cause or the reason they thought our would company may have caused it. Information submitted did not provide any additional proof that would cause us to reconsider the original reasons for our denial of liability. 3. Liability for stains to the carpet at origin residence were denied based on (1) no footwear or equipment used during the move would have caused the stains as shown on pictures submitted by client and (2) any item or items being moved from within the residence that would have caused stains would be at client’s liability as item would not have been properly prepared or serviced in advance of move by client. In addition, there are contradicting statements made by client on this damage. Client states damage not discovered until February 7, 2015 but this damage was included on the initial claim form filed by client that was signed and dated by them on February 3, 2015. 4. Without accepting any liability and purely as a gesture of goodwill towards a client, we did offer to reimburse the client the $69.00 cost of carpet cleaning for the origin residence which would have brought the entire matter to a conclusion. This proposal was verbally rejected by client. We would certainly honor this original settlement proposal if acceptable to client to bring this matter to a conclusion. If any additional information is required, p[lease feel free to contact me. Steve D General Manager
Complaint: [redacted]
I am rejecting this response because:
1. Chris dont follow protocol re: documentation of complaint by not walking us through the paperwork when we signed and documenting our complaint when we mentioned it. He advised us to call the office, which we did the following business day. 2. When I contacted the business, I explained the situation that Chris did not document complaint. Business indicated that it wasn't a problem and asked me to fill out paperwork and get a quote from the contractors who finished my floors. On two separate occasions I sent photos and letters from contractors, as per the request of the business. Business responded three months after second set of documents sent through after repeated communications on my end for a response. a. Letter from painting contractors states house walk through occurred prior to arrival of movers and no damages noted. Painters also note that house is painted room by room and all floors are covered in order to avoid paint and damages to home. b. Flooring contrator noted that he has been on the job for 25 years and in his tenure he has been asked to assess damages to homes after moves frequently. Damages in my home consistent with what he has seen in other homes.I do not see how this information is deemed irrelevant in making an assessment on how the damages occurred in my home. 3. Stains on carpet of apartment noted one week after damage of scratches on floors reported, not on February 3, as business notes. I don't know what the stains are. I did not say they came from foot prints. I left the apartment prior to the employees finishing up and did not return that day. I purchased lunch for employees and informed informed them to close door behind them, which would lock, when they finished. Because I left before the employees I did not get a chance to assess the apartment for damages until I returned later that weekend to clean up.4. Business wrote to me that they would reimbursement $69 for the carpet cleaning. I have yet to see the reimbursement on my credit card.
Regards,
[redacted]