Willis Relocation Risk Group

From: [redacted] , [redacted] Date: Mon, Feb 9, at 1:PMSubject: Complaint [redacted] / [redacted] / [redacted] ***To: " [redacted] " < [redacted] > February 9, Ms [redacted] Revdex.comK Street, N.WSuite 1000Washington, DC Dear Ms [redacted] My name is [redacted] and I am writing you in response to a copy of a complaint my office received last week I had attempted to reach you via phone earlier today but was unsuccessful The specific complaint I would like to reply to was filed by a [redacted] on 1/19/and was assigned an ID of [redacted] Ms [redacted] contention is that her insurance claim pertaining to a painting was not fairly settled in her opinion While we can understand Ms [redacted] ’s frustration at what she perceives as an unfair settlement, the settlement process is governed by specific guidelines in terms of the compensation a claimant is entitled toWithout going into too much detail, claims covered by the type of coverage policy that Ms [redacted] had are settled based on the terms and conditions of the policy The terms and conditions are applied uniformly and our adjusters do not ‘pick and choose’ how to apply the policy As the adjuster of Ms [redacted] ’s claim we have a fiduciary responsibility to both Ms [redacted] and the insurer to assure that claim is settled in a fair manner based on the information availableIn reviewing Ms [redacted] ’s claim, it appears that her p***ry concern revolved around the value of a painting According to Ms [redacted] ’s inventory documentation she insured two paintings for $each Subsequently, she had a claim against one of those paintings for which she provided a proof of value higher than the amount the painting was insured for ($750.00) The coverage limit for the painting was $since that is the amount that Ms [redacted] indicated for each of the paintings Had she declared/insured a value for the painting equal to the proof of value she provided during the claims process, she would have received that amount for the painting as settlementIn terms of insurance, Ms [redacted] is entitled to recover the amount for which an item is insured However, she is not entitled to recover more than the true/actual value of the insured item For example, if you insure a $painting for $1,you are not entitled to recover $1,for that painting Conversely, if a painting is insured for $500.00, but the actual value is $1,500.00, the claimant is entitled to the insured value of $ The maximum indemnification (compensation) a claimant is entitled to is the true/actual value of the painting, as long as the insured value reflects the actual value Ms [redacted] was paid the maximally insured value of $750.00, the amount at which the painting was valued according to her valued inventory documentationI would also like to note that I personally communicated with Ms [redacted] via email on January 13, (attached) and attempted to explain the settlement and valuation procedure to her again, however she never responded to my message Additionally, on Dec18, Ms [redacted] signed a settlement release form which stated that by accepting the insurance payment that she agrees that it serves as “a full and final settlement for the claim made” on the policy (attached)I respectfully request the Revdex.com dismiss this complained against the [redacted] based on the provided response and attached supporting materials Please be so kind and acknowledge receipt of this correspondenceRegards, [redacted] , Senior Vice President, [redacted] ***, Fairfax, VA Tel: ###-###-#### / Fax: ###-###-#### ***[redacted] @ [redacted] / www[redacted] Follow WRRG on [redacted] @ [redacted] Join WRRG on [redacted]

The representative of Willis Insurance minimized how rude and disrespectful she was to both my wife and I I have included a copy of the emails I sent to Willis Group which clearly states that we were not going to file two claims but just one with our insurance company concerning our vehicle I stated in the email (attached) that our insurance company would contact Willis Insurance directly to discuss the repairs of the vehicle, the statement that the representative thought we were filing two different claims is a lie and the emails support this along with our telephone conversations This was expressed in an email and verbally by myself and my wife to the representativeThe representative clearly didn't want our car insurance company involved because she knew her company would incur more costs, when we told her that we would file with our insurance company is when she really became rudeThe representative was yelling over the phone at my wife and me on two separate occasions She was speaking to us both in a very condescending manner and she refused to listen or read the emails when we attempted to explain our actions concerning not accepting their payment for the damage to the car and only filing the claim with our car insurance Complaint: [redacted] I am rejecting this response because: Regards, [redacted] From: " [redacted] , [redacted] " < [redacted] [redacted] >Date: March 26, at 9:58:AM HSTTo: " [redacted] " < [redacted] >Cc: " [redacted] " < [redacted] >, "' [redacted] '" < [redacted] >Subject: RE: Vehicle - [redacted] Claim Forms [redacted] ***, Per our telecom, please be advised that the auto policy is in your name and we therefore can only deal with you directly No payments can go to ***, otherwise we cannot consider your claim Best regards [redacted] Willis Relocation Risk Group e-mail: [redacted] [redacted] Tel: ###-###-#### Fax: ###-###-#### From: [redacted] [mailto: [redacted] ] Sent: Wednesday, March 26, 2:PMTo: [redacted] , [redacted] Cc: [redacted] Subject: Re: Vehicle - [redacted] Claim Forms [redacted] [redacted] , We have decided to let [redacted] deal with you concerning the repair of our car because of damage sustained with it being shipped I have forwarded the [redacted] adjuster all of your contact information and they will contact you directly Thanks [redacted] On Mar 26, 2014, at 5:AM, " [redacted] , [redacted] " < [redacted] [redacted] @willis.com> wrote: Dear ***, We have reviewed the estimate for the transit damages to your automobile and supporting documents provided by your moving company, and are in a position to make the payment of USD 2,as presented Attached is a word document with account information we will need in order to process the payment by ACH electronic deposit This will be faster and more secure than making payment by check ACH payments take about business days for our treasury deptto process and be received, and checks take about one month There is no need for us to involve your auto insurance company, as we require no information from them Thank you and best regards [redacted] Willis Relocation Risk Group e-mail: [redacted] [redacted] @willis.com Tel: ###-###-#### Fax: ###-###-#### From: [redacted] (HNL) [mailto: [redacted] ] Sent: Tuesday, March 25, 4:PMTo: [redacted] , [redacted] Cc: [redacted] ; [redacted] Subject: Vehicle - [redacted] Claim Forms [redacted] [redacted] , Thank you for verifying receipt of the fax My insurance company ***, who is the lien holder of the vehicle will also get in contact with you concerning the repairs of the vehicle The adjuster from [redacted] is [redacted] ***, ###-###-#### I grant permission to you to discuss any matter of the claims with the [redacted] adjuster All of our household goods and vehicle is covered under our [redacted] policies Thank you [redacted] * [redacted] Assistant to the Special Agent in Charge (ATSAIC) United States Secret Service Honolulu Field Office ###-###-#### Office ###-###-#### Desk ###-###-#### Cell From: [redacted] , [redacted] [mailto: [redacted] [redacted] @willis.com] Sent: Tuesday, March 25, 9:AMTo: ' [redacted] ***'; [redacted] (HNL)Cc: ' [redacted] 'Subject: RE: [redacted] Claim Forms [redacted] Dear ***, Per our telecom, attached please find copy of insurance certificates for your household goods and automobile In the meantime, we confirm receipt of your fax with the repair estimate from the auto shop which we received today We will review it and revert to you by tomorrow Thank you and best regards [redacted] Willis Relocation Risk Group e-mail: [redacted] [redacted] @willis.com Tel: ###-###-#### Fax: ###-###-#### From: [redacted] , [redacted] Sent: Monday, March 24, 4:PMTo: ' [redacted] '; ' [redacted] ***'; '***'Subject: RE: [redacted] Claim Forms [redacted] Dear **and ***, Please note that we have assigned [redacted] to inspect the household goods damages to your shipment [redacted] - [redacted] or his assistant will contact you directly in order to schedule an appointment Thank you for your cooperation Best regards [redacted] Willis Relocation Risk Group e-mail: [redacted] [redacted] @willis.com Tel: ###-###-#### Fax: ###-###-#### From: [redacted] , [redacted] On Behalf Of Claims, ***Sent: Wednesday, March 19, 11:AMTo: [redacted] ; ' [redacted] ***'; ***Subject: RE: [redacted] Claim Forms [redacted] Dear ***, Thank you for your claim Please take your vehicle to a shop of your choosing and get an estimate to repair the transit damage and submit it to us once available An adjuster will revert to you as soon as possible to advise on the next steps Best regards, [redacted] General Administrator Willis Relocation Risk Group Waples Mill Road Suite Fairfax, VA, Direct: ###-###-#### Main: ###-###-#### Fax: ###-###-#### E-mail: [redacted] www.willisrelorisk.com Follow [redacted] on [redacted] @ [redacted] From: [redacted] [mailto: [redacted] ] Sent: Tuesday, March 18, 8:AMTo: ' [redacted] ***'; ***Cc: Claims, ***Subject: RE: [redacted] Claim Forms [redacted] Good morning ***, Apologize for not responding sooner, but I was not in the office yesterday due to inclement weatherI have copied in Willis the insurance company and they will be able to assist you with filing your claimPlease do not hesitate to contact me with any questions or concerns Have a great day! [redacted] International Move Manager Phone: ###-###-#### Ext[redacted] Fax: ###-###-#### [redacted] < [redacted] > < [redacted] > [redacted] From: [redacted] [mailto: [redacted] ] Sent: Friday, March 14, 3:PMTo: [redacted] ; ***Subject: [redacted] Claim Forms Good morning [redacted] , I am attaching the claim forms for [redacted] *** There are attachments for the household goods I am sending a separate email for our vehicle Please give me, ***, a call, ###-###-####, to let me know that you received this email and are able to open the attachmentsThank you so much If I missed anything, please let me know [redacted] The information contained in this message and any attachment may be proprietary, confidential, and privileged or subject to the work product doctrine and thus protected from disclosureIf the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibitedIf you have received this communication in error, please notify me immediately by replying to this message and deleting it and all copies and backups thereofThank you All e-mail to/from this account is subject to official review and is for official use onlyAction may be taken in response to any inappropriate use of the Secret Service's e-mail systemThis e-mail may contain information that is privileged, law enforcement sensitive, or subject to other disclosure limitationsSuch information is loaned to you and should not be further disseminated without the permission of the Secret ServiceIf you have received this e-mail in error, do not keep, use, disclose, or copy it; notify the sender immediately and delete it ­­ _ ______________________________________________________________________ For information pertaining to Willis' email confidentiality and monitoring policy, usage restrictions, or for specific company registration and regulatory status information, please visit [redacted] We are now able to offer our clients an encrypted email capability for secure communication purposesIf you wish to take advantage of this service or learn more about it, please let me know or contact your Client Advocate for full details~ [redacted] ______________________________________________________________________

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***, ***
3:PM (minutes ago)
tome
April 30,
*** ***
Revdex.com of Metro Washington DC and Eastern Pennsylvania
K StNW, 10th Floor
Washington DC 20005-
Dear ***
I am following up on Revdex.com complaint #*** filed by a *** *** *** and received by the Willis Relocation Risk Group onApril 30, 2014. The Willis Relocation Risk Group is an insurance provider and our primary activity in the market place revolves around insurance coverage for international household goods shipments, i.einternational moves. Our interaction with the consumer, ***, is limited to the adjusting of insurance claim and does not involve the sale of any additional services and/or products
***’ complaint referenced interactions with one of our claims adjusters. The claims adjuster, *** ***, has been a long time employee of our company and has extensive claims settlement experience. *** is a professional in her field and has settle thousands of claims and this is the first and only complained against *** and/or this office
In regards to ***’ complaint, I discussed the matter in detail with ***, as well as two other senior claims adjusters. It appears that ***’ frustration and subsequent complaint may have been the unintended consequence of a miscommunication and/or misunderstanding in regard to how his claim was to be settled
From the interviews I conducted with my staff, it appears that *** filed a claim with us in regards to damage to his Cadillac SRX which apparently occurred during transportation. It is my understanding that *** conducted two telephone conversations, one with *** and one with ***, to discuss the damage and subsequent repairs to *** automobile. During these conversations, the consumer was informed that our company would assign a repair firm in order to review the damage, draft a repair estimate and have the vehicle repaired. The consumer was also informed that the damage coverage on the vehicle under the transit policy did not include the cost of a rental car.
During a subsequent conversation, *** indicated that *** stated that he “intended to also file a claim for the auto damages with his insurance company *** and that any payment(s) our company would make for auto damages should be made directly to *** and that our company must deal directly with ***”. It is at this point, that we believe a misinterpretation of intent was made by *** Once the second insurer was mentioned, *** interpreted that as meaning that *** intended to file a claim with ***, as well as with our company. Filing two claims on a single loss with two different insurers would be a violation of law. *** correctly informed ***, based on her interpretation of *** intent that all payments would need to be made to ***, the policy holder
Subsequently we learned that *** simply wanted his auto insurer *** to handle the repair and for our company to reimburse those costs to ***. Unfortunately, by the time this was determined, the damage was done and we failed to meet ***’ service expectations
In terms of ***’ stated desired outcome, our company had already assigned a different insurance adjuster even before we received a copy of his complaint to the Revdex.com. We have utilized ***’ complaint as a “teachable moment” and regret that our intended customer service goals did not come to fruition during the servicing of his initial claim
I do not know if our reply to ***’ complained will be shared with him, however I would be glad to speak with him directly if he so desired. If you would, please be so kind and confirm receipt of this message so that we have a record for our files
Regards,
*** ***, Senior Vice President, Willis Relocation Risk GroupWaples Mill Road, Suite 301, Fairfax, VA
Tel: ###-###-#### / Fax: ###-###-####
*** / www.willisrelorisk.com

The representative of Willis Insurance minimized how rude and disrespectful she was to both my wife and I.  I have included a copy of the emails I sent to Willis Group which clearly states that we were not going to file two claims but just one with our insurance company concerning our vehicle.  I stated in the email (attached)  that our insurance company would contact Willis Insurance directly to discuss the repairs of the vehicle, the statement that the representative thought we were filing two different claims is a lie and the emails support this along with our telephone conversations.   This was expressed in an email and verbally by myself and my wife to the representative. The representative clearly didn't want our car insurance company involved because she knew her company would incur more costs, when we told her that we would file with our insurance company is when she really became rude. The representative was yelling over the phone at my wife and me on two separate occasions.  She was speaking to us both in a very condescending manner and she refused to listen or read the emails when we attempted to explain our actions concerning not accepting their payment for the damage to the car and only filing the claim with our car insurance.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
 
From: "[redacted]" <[redacted].[redacted]>Date: March 26, 2014 at 9:58:58 AM HSTTo: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>, "'[redacted]'" <[redacted]>Subject: RE: Vehicle - [redacted] Claim Forms [redacted]
**. [redacted],
 
Per our telecom, please be advised that the auto policy is in your name and we therefore can only deal with you directly.  No payments can go to [redacted], otherwise we cannot consider your claim.
 
Best regards.
 
[redacted]
Willis Relocation Risk Group
e-mail:  [redacted].[redacted]
Tel:  ###-###-####
Fax: ###-###-####
From: [redacted] [mailto:[redacted]] Sent: Wednesday, March 26, 2014 2:53 PMTo: [redacted]Cc: [redacted]Subject: Re: Vehicle - [redacted] Claim Forms [redacted]
 
[redacted],
We have decided to let [redacted] deal with you concerning the repair of our car because of damage sustained with it being shipped.  I have forwarded the [redacted] adjuster all of your contact information and they will contact you directly.  Thanks.
[redacted]
On Mar 26, 2014, at 5:34 AM, "[redacted]" <[redacted].[redacted]@willis.com> wrote:
Dear **. [redacted],
 
We have reviewed the estimate for the transit damages to your automobile and supporting documents provided by your moving company, and are in a position to make the payment of USD 2,384.76 as presented.
 
Attached is a word document with account information we will need in order to process the payment by ACH electronic deposit.  This will be faster and more secure than making payment by check.  ACH payments take about 10 business days for our treasury dept. to process and be received, and checks take about one month.
 
There is no need for us to involve your auto insurance company, as we require no information from them.
 
Thank you and best regards.
 
[redacted]
Willis Relocation Risk Group
e-mail:  [redacted].[redacted]@willis.com
Tel:  ###-###-####
Fax: ###-###-####
From: [redacted] (HNL) [mailto:[redacted]] Sent: Tuesday, March 25, 2014 4:42 PMTo: [redacted]Cc: [redacted]Subject: Vehicle - [redacted] Claim Forms [redacted]
 
[redacted],
 
Thank you for verifying receipt of the fax.  My insurance company [redacted], who is the lien holder of the vehicle will also get in contact with you concerning the repairs of the vehicle.  The adjuster from [redacted] is [redacted], ###-###-####.  I grant permission to you to discuss any matter of the claims with the [redacted] adjuster.   All of our household goods and vehicle is covered under our [redacted] policies.  Thank you.
 
[redacted]
Assistant to the Special Agent in Charge (ATSAIC)
United States Secret Service
Honolulu Field Office
 
###-###-#### Office
###-###-#### Desk
###-###-#### Cell
 
From: [redacted] [mailto:[redacted].[redacted]@willis.com] Sent: Tuesday, March 25, 2014 9:23 AMTo: '[redacted]'; [redacted] (HNL)Cc: '[redacted]'Subject: RE: [redacted] Claim Forms [redacted]
 
Dear [redacted],
 
Per our telecom, attached please find copy of insurance certificates for your household goods and automobile.
 
In the meantime, we confirm receipt of your fax with the repair estimate from the auto shop which we received today.  We will review it and revert to you by tomorrow.
 
Thank you and best regards.
 
[redacted]
Willis Relocation Risk Group
e-mail:  [redacted].[redacted]@willis.com
Tel:  ###-###-####
Fax: ###-###-####
From: [redacted] Sent: Monday, March 24, 2014 4:34 PMTo: '[redacted]'; '[redacted]'; '[redacted]'Subject: RE: [redacted] Claim Forms [redacted]
 
Dear **. and [redacted],
 
Please note that we have assigned [redacted] to inspect the household goods damages to your shipment.  [redacted] or his assistant will contact you directly in order to schedule an appointment.
 
Thank you for your cooperation.
 
Best regards.
 
[redacted]
Willis Relocation Risk Group
e-mail:  [redacted].[redacted]@willis.com
Tel:  ###-###-####
Fax: ###-###-####
From: [redacted] On Behalf Of Claims, [redacted]Sent: Wednesday, March 19, 2014 11:50 AMTo: [redacted]; '[redacted]'; [redacted]Subject: RE: [redacted] Claim Forms [redacted]
 
Dear [redacted],
 
Thank you for your claim.  Please take your vehicle to a shop of your choosing and get an estimate to repair the transit damage and submit it to us once available.
 
An adjuster will revert to you as soon as possible to advise on the next steps
 
 
Best regards,
 
[redacted]
 
General Administrator
Willis Relocation Risk Group
11240 Waples Mill Road Suite 301 Fairfax, VA, 22030
Direct: ###-###-####
Main: ###-###-####
Fax: ###-###-####
E-mail: [redacted]
www.willisrelorisk.com
Follow [redacted] on [redacted]
 
From: [redacted] [mailto:[redacted]] Sent: Tuesday, March 18, 2014 8:25 AMTo: '[redacted]'; [redacted]Cc: Claims, [redacted]Subject: RE: [redacted] Claim Forms [redacted]
 
Good morning [redacted],
 
Apologize for not responding sooner, but I was not in the office yesterday due to inclement weather. I have copied in Willis the insurance company and they will be able to assist you with filing your claim. Please do not hesitate to contact me with any questions or concerns.
 
Have a great day!
 
 
[redacted]
International Move Manager
.
Phone:   ###-###-#### Ext.[redacted]
Fax:       ###-###-####
[redacted]
 
<[redacted]>
<[redacted]>
[redacted]
 
From: [redacted] [mailto:[redacted]] Sent: Friday, March 14, 2014 3:43 PMTo: [redacted]Subject: [redacted] Claim Forms
 
Good morning [redacted], I am attaching the claim forms for [redacted].  There are 2 attachments for the household goods.  I am sending a separate email for our vehicle.  Please give me, [redacted], a call, ###-###-####, to let me know that you received this email and are able to open the attachments. Thank you so much.  If I missed anything, please let me know.  [redacted]
The information contained in this message and any attachment may be proprietary, confidential, and privileged or subject to the work product doctrine and thus protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately by replying to this message and deleting it and all copies and backups thereof. Thank you.
 
All e-mail to/from this account is subject to official review and is for official use only. Action may be taken in response to any inappropriate use of the Secret Service's e-mail system. This e-mail may contain information that is privileged, law enforcement sensitive, or subject to other disclosure limitations. Such information is loaned to you and should not be further disseminated without the permission of the Secret Service. If you have received this e-mail in error, do not keep, use, disclose, or copy it; notify the sender immediately and delete it.   ­­  
<INFO FOR DOMESTIC.doc>
_ ______________________________________________________________________ For information pertaining to Willis' email confidentiality and monitoring policy, usage restrictions, or for specific company registration and regulatory status information, please visit [redacted] We are now able to offer our clients an encrypted email capability for secure communication purposes. If you wish to take advantage of this service or learn more about it, please let me know or contact your Client Advocate for full details. ~[redacted] ______________________________________________________________________

From: [redacted]
font-family: arial, sans-serif;"><[redacted].[redacted]>Date: Mon, Feb 9, 2015 at 1:38 PMSubject: Complaint [redacted] / [redacted] / [redacted]To: "[redacted]" <[redacted]>
February 9, 2015
Ms. [redacted]
Revdex.com1411 K Street, N.W. Suite 1000Washington, DC 20005
Dear Ms. [redacted]
My name is [redacted] and I am writing you in response to a copy of a complaint my office received last week.  I had attempted to reach you via phone earlier today but was unsuccessful. 
The specific complaint I would like to reply to was filed by a [redacted] on 1/19/2015 and was assigned an ID of [redacted].  Ms. [redacted] contention is that her insurance claim pertaining to a painting was not fairly settled in her opinion.  While we can understand Ms. [redacted]’s frustration at what she perceives as an unfair settlement, the settlement process is governed by specific guidelines in terms of the compensation a claimant is entitled to.
Without going into too much detail, claims covered by the type of coverage policy that Ms. [redacted] had are settled based on the terms and conditions of the policy.  The terms and conditions are applied uniformly and our adjusters do not ‘pick and choose’ how to apply the policy.  As the adjuster of Ms. [redacted]’s claim we have a fiduciary responsibility to both Ms. [redacted] and the insurer to assure that claim is settled in a fair manner based on the information available.
In reviewing Ms. [redacted]’s claim, it appears that her p[redacted]ry concern revolved around the value of a painting.  According to Ms. [redacted]’s inventory documentation she insured two paintings for $750.00 each.  Subsequently, she had a claim against one of those paintings for which she provided a proof of value higher than the amount the painting was insured for ($750.00).  The coverage limit for the painting was $750.00 since that is the amount that Ms. [redacted] indicated for each of the paintings.  Had she declared/insured a value for the painting equal to the proof of value she provided during the claims process, she would have received that amount for the painting as settlement.
In terms of insurance, Ms. [redacted] is entitled to recover the amount for which an item is insured.  However, she is not entitled to recover more than the true/actual value of the insured item.  For example, if you insure a $100.00 painting for $1,000.00 you are not entitled to recover $1,000.00 for that painting.  Conversely, if a painting is insured for $500.00, but the actual value is $1,500.00, the claimant is entitled to the insured value of $500.00.  The maximum indemnification (compensation) a claimant is entitled to is the true/actual value of the painting, as long as the insured value reflects the actual value.  Ms. [redacted] was paid the maximally insured value of $750.00, the amount at which the painting was valued according to her valued inventory documentation.
I would also like to note that I personally communicated with Ms. [redacted] via email on January 13, 2015 (attached) and attempted to explain the settlement and valuation procedure to her again, however she never responded to my message.  Additionally, on Dec. 18, 2014 Ms. [redacted] signed a settlement release form which stated that by accepting the insurance payment that she agrees that it serves as “a full and final settlement for the claim made” on the policy (attached).
I respectfully request the Revdex.com dismiss this complained against the [redacted] based on the provided response and attached supporting materials.  Please be so kind and acknowledge receipt of this correspondence.
Regards,
 
[redacted], Senior Vice President, [redacted], Fairfax, VA 22030
Tel: ###-###-#### / Fax: ###-###-####
[redacted].[redacted] / www.[redacted]
 
Follow WRRG on [redacted]
Join WRRG on [redacted]

Review: My equipment that was shipped and insured through Willis Relocation Group was damaged during shipment. Willis claimed that the damage to the equipment fell outside of the terms and conditions of their policy and denied my claim. Willis ignored my request to provide me with proof that I had agreed to their terms and conditions. I believe the original shipping company was negligent during shipping and Willis needs to accept my claim and either repair my equipment completely or replace it completely. Instead, they have offered to replace the tactile switches on the equipment "as a goodwill gesture", if I sign a release; which would free them from any other damages that may be found after the switches are replaced.Desired Settlement: I would like Willis Relocation to do what I paid them to do, either completely replace or completely repair my equipment.