500 Move, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sadly I was told by there driver that one of there crew dropped my tv and they were responsible and would be getting a TV to replace it. I recorded this conversation with my phone with [redacted] their driver, have two witnesses and had him put in writing it was there team that dropped it and it would be replaced. They have had me jumping through hoops to prove the damage when they admitted they would have me compensated to replace my 50 inch tv in a timely matter and [redacted] would get us compensated as it was there fault.  It is now the 25th and I have not been compensated to replace my broken 50 inch [redacted] TV. Making sure customers are happy and taking responsibilities for there employees dropping and damaging someones items with replacing them is something they should be taking care of in a timely manner as promised by there moving crew.
Regards,
[redacted]

Thank you for forwarding this consumers complaint to our attention, please accept the following response:  Mr. [redacted]’s total charges were only $200 more than the estimated price, not $450 as Mr. [redacted] has claimed. The added cost reflected additional packing services Mr. [redacted]...

required.  The delivery window was described on Mr. [redacted]’s estimate and on the Long Distance form completed by Mr. [redacted] on the date of service. Average delivery was up to 14 business days with a maximum of up to 21 business days from the 1st date a customer is available to receive delivery. Mr. [redacted] provided March 29 as his first available date and the shipment was delivered on April 1st, within 2 business days of Mr. [redacted]’s first available date and well within the agreed upon delivery window.  Mr. [redacted] submitted a claim which was processed in accordance with the applicable federal law and the contract terms, including the level of valuation coverage chosen by Mr. [redacted]. As required by federal law, Mr. [redacted] was provided with two coverage options for his shipment. One coverage option was free but limited the carrier’s labiality while the other provided enhanced coverage for an additional fee. Mr. [redacted] opted for the free limited liability coverage. Liability and the rate of compensation for valuation coverage are established by the United States Surface Transportation Board. Mr. [redacted] was offered compensation consistent with the level of valuation coverage he chose on the valuation addendum. Unfortunately the coverage Mr. [redacted]’s chose is weight based and does not cover repair costs.   Mr. [redacted]’s final charges were only $200 over the estimated charges. Delivery occurred within the agreed upon delivery window and Mr. [redacted] has been referred to our claim process for transit related damage. Thank you.

The person replying did not read the complaint.  I was charged more footage then actually moved - per their documents.  I did not insure my belonging 100% because I was anticipating a professional moving service.  The photos I supplied the company confirm the inexperience of thier employees, hence the extensive damage to multiple items.  They misrepresented there professional service, did not provide industry standard services and the public should be warned.

Thank you for forwarding this consumers complaint to our attention,
we would like to offer the following response: Ms. [redacted] was provided in good
faith, with a ‘Binding Estimate by List of Items’ consisting of 76 pieces to be
moved which was provided by Ms. [redacted] to the relocation coordinator...

and a
visual estimate.   On the date of service Ms. [redacted] presented with additional
inventory items to be moved and required additional services. The Household
Goods Descriptive Inventory shows Ms. [redacted] transported 144 pieces, almost
twice as many as had been included in the Binding Estimate by List of Items’.
Ms. [redacted] was provided with revised pricing reflecting the additional
inventory and services which Ms. [redacted] accepted and agreed to. The delivery time frame agreed upon was up to 21 business days
from the 1st date Ms. [redacted] was available to receive shipment. General
delivery information provided to Ms. [redacted] indicted most deliveries occurred
within 7-14 business days. Any estimates on delivery provided by the foreman were
done in good faith based on the information available at that time.  Ms. [redacted] indicated November 23rd as her 1st available date for delivery. Ms. [redacted] received delivery
on December 12th, within 14 business days of the 1st available date and well within the agreed upon 21 business day delivery window.We
are currently searching for the missing boxes claimed by Ms. [redacted] and will coordinate
their return as soon as they are located. In the event the missing boxes are
not identified, Ms. [redacted] missing items will be addressed in the context of
our established claim process. Thank you.

Thank you for forwarding this consumer’s rejection, we offer the following response:  Mr. [redacted] was provided with coverage options, and chose the limited labiality coverage. Any compensation Mr. [redacted] may be entitled to will be consistent with the level of coverage chosen, the terms of our tariff and applicable federal law. We apologize for any transit related damage which may have occurred but we strongly deny that the transit related damage was in any way, shape or form intentional.  Federal law and our tariff require that Mr. [redacted] submit a claim before any consideration can be considered. Mr. [redacted] should submit a claim to our third party administrator at [redacted] x5. Thank you.

Thank you for forwarding this consumers response to our attention. We offer the following: Upon review of the file it appears that Mr. Z[redacted] was not provided with or sign the pressed wood waiver information sheet. As such the TV Stand has been approved for coverage. During the review we found a few errors which have been corrected. We apologize for the errors and the inconvenience caused. An updated settlement summary and release will be issued shortly and mailed to Mr. Z[redacted]. Thank you.