January 14, 2015Ref: [redacted] *** (#***) ½ Price Movers has been in business since We strive for excellence on every job We regret that the move was such that damage occurred.In response to the complaint made by [redacted] *** We performed moving services for [redacted] ***, after the move we were made aware of a damaged TV Per TXDMV guidelines, we emailed the customer a claim form on 12/17/14, the day after the move, to be completed by the customer and returned She returned the claim form on 12/17/ We then emailed the customer a Claim Acknowledgement letter on 12/22/14, stating that we had received her claim and would be in contact with her regarding the claim On 12/29/ [redacted] contacted our office and spoke to the claims manager, [redacted] , for an update on the claim [redacted] explained that we were in the process of investigating the claim and gathering our documentation, and we would be in contact with her shortly After obtaining all of our documentation and reviewing the claim, it was observed that the damage could have been mechanical, which is something not specifically covered unless external damage is visible, since we have no way ofknowing the mechanical condition of the item prior to our movers taking possession of the item However, after reviewing the photos provided by the customer, we determined that it was a possibility that we could have caused the damage Therefore, we decided to continue with the claim, and settle with the customer In order to settle, we required more information from the customer, so [redacted] emailed [redacted] on 12/30/requesting the make/model/size of the TV, which was not provided on the original claim [redacted] responded the same day, 12/30/14, with the information requested On 12/31/14, [redacted] was emailed a claim settlement letter, explaining the decision on the claim, and how we came to the decision She was also sent the same letter via mail along with the settlement check, for finalpayment on the claim On 1/2/15, *** [redacted] replied to the settlement email stating that she was not satisfied with the decision and would like a response as to how we were going to fix the situation On 1/5/15, a letter was mailed to [redacted] explaining that based on the coverage selected, and the fact that we had already gone above and beyond our liability, we would not be making any additional payment on the claim, and we stood by our original decision As seen, contact was kept with the customer throughout the very short term of the claim process All of the email contact listed above is on file as evidence of contact with [redacted] *** Based on TXDMV regulations, we are allowed up to days to complete the claims process once we receive a claim in writing, but we made every effort to shorten the amount of time taken, and we were able to complete [redacted] ***’s claim within days of the claim date The settlement was determined as follows Based on the moving contract signed by *** [redacted] prior to the start of her move, she accepted the basic liability of cents per lbper item, as evidenced by her initials on the contract next to this option (see attachment) She also signed an additional document regarding Carrier Liability that further confirms that the customer has elected to accept the basic coverage of cents per lbper item (see attachment) Based on this election, our maximum liability for any damage is cents per lbper item After researching the model and size of the TV via www.vizio.com, the weight was determined to be lbswhich at cents per lbwould be a maximum liability of $ However, in a show of good faith, and an effort to retain customer satisfaction, we included an additional$97.80, bringing the total payment to $We made every effort to go above and beyond our legal liability, in an effort to assist the customer The TV currently has a retail value of $based on www.vizio.com, however, as explained, the liability the customer accepted was not based on the value, but based on the weight We do offer additional increased liability which would cover the cost of replacement for an additional cost on the move, however the customer did not select this option We have met our obligation, based on TXDMV regulations, which govern our industry We feel that we have made every effort to accommodate this customer, and we have gone above and beyond to try to make sure [redacted] was satisfied with the outcome We also feel that we completed this claim in an extremely timely manner, as evidenced by the dates of contact with the customer, and the timeline for the claim.Once again, we regret that damage occurred, but feel that every effort was made on our part to satisfy the customer and service the claim
January 14, 2015Ref: [redacted] *** (#***) ½ Price Movers has been in business since We strive for excellence on every job We regret that the move was such that damage occurred.In response to the complaint made by [redacted] *** We performed moving services for [redacted] ***, after the move we were made aware of a damaged TV Per TXDMV guidelines, we emailed the customer a claim form on 12/17/14, the day after the move, to be completed by the customer and returned She returned the claim form on 12/17/ We then emailed the customer a Claim Acknowledgement letter on 12/22/14, stating that we had received her claim and would be in contact with her regarding the claim On 12/29/ [redacted] contacted our office and spoke to the claims manager, [redacted] , for an update on the claim [redacted] explained that we were in the process of investigating the claim and gathering our documentation, and we would be in contact with her shortly After obtaining all of our documentation and reviewing the claim, it was observed that the damage could have been mechanical, which is something not specifically covered unless external damage is visible, since we have no way ofknowing the mechanical condition of the item prior to our movers taking possession of the item However, after reviewing the photos provided by the customer, we determined that it was a possibility that we could have caused the damage Therefore, we decided to continue with the claim, and settle with the customer In order to settle, we required more information from the customer, so [redacted] emailed [redacted] on 12/30/requesting the make/model/size of the TV, which was not provided on the original claim [redacted] responded the same day, 12/30/14, with the information requested On 12/31/14, [redacted] was emailed a claim settlement letter, explaining the decision on the claim, and how we came to the decision She was also sent the same letter via mail along with the settlement check, for finalpayment on the claim On 1/2/15, *** [redacted] replied to the settlement email stating that she was not satisfied with the decision and would like a response as to how we were going to fix the situation On 1/5/15, a letter was mailed to [redacted] explaining that based on the coverage selected, and the fact that we had already gone above and beyond our liability, we would not be making any additional payment on the claim, and we stood by our original decision As seen, contact was kept with the customer throughout the very short term of the claim process All of the email contact listed above is on file as evidence of contact with [redacted] *** Based on TXDMV regulations, we are allowed up to days to complete the claims process once we receive a claim in writing, but we made every effort to shorten the amount of time taken, and we were able to complete [redacted] ***’s claim within days of the claim date The settlement was determined as follows Based on the moving contract signed by *** [redacted] prior to the start of her move, she accepted the basic liability of cents per lbper item, as evidenced by her initials on the contract next to this option (see attachment) She also signed an additional document regarding Carrier Liability that further confirms that the customer has elected to accept the basic coverage of cents per lbper item (see attachment) Based on this election, our maximum liability for any damage is cents per lbper item After researching the model and size of the TV via www.vizio.com, the weight was determined to be lbswhich at cents per lbwould be a maximum liability of $ However, in a show of good faith, and an effort to retain customer satisfaction, we included an additional$97.80, bringing the total payment to $We made every effort to go above and beyond our legal liability, in an effort to assist the customer The TV currently has a retail value of $based on www.vizio.com, however, as explained, the liability the customer accepted was not based on the value, but based on the weight We do offer additional increased liability which would cover the cost of replacement for an additional cost on the move, however the customer did not select this option We have met our obligation, based on TXDMV regulations, which govern our industry We feel that we have made every effort to accommodate this customer, and we have gone above and beyond to try to make sure [redacted] was satisfied with the outcome We also feel that we completed this claim in an extremely timely manner, as evidenced by the dates of contact with the customer, and the timeline for the claim.Once again, we regret that damage occurred, but feel that every effort was made on our part to satisfy the customer and service the claim