A Action Movers/United Van Lines

Mr [redacted] booked his move with Black Hawk Moving and Storage They are the company that handles the personal property damage for the household goods They are also the company that he talked to the sales person In his complaint he is quoting conversations that he had with a sales person that does not work for our agency Our agency, AAction Movers, doesn’t have anything to do with the claim for the settlement offer of $2,nor have we seen the claim form for the personal property damage This portion of his claim was handled by the company that he booked his move and should not be a complaint with our company as I have no control over his household items or the conversation with the sales person that he talked toOur agency delivered his goods to his final destination We have the walkthrough property report paperwork signed by him that states there were spots in his house that were damaged at the time of the move on 06/04/ We returned to his house on 06/09/and he filled out the new walkthrough exception sheet and did not include any further damage Like stated before we have received the inspectors report, the inspector was told about areas of damage that was not originally claimed when we were at the residenceThe repair firm now does not want to repair the shipper’s house so he offered cash settlement for the areas that the shipper noted when we were at the residence We have not heard back about the settlement offer for the property damage of the dent in the wall in the stairway, nick on the door frame and the dent on the hallway wall Those are the only areas that were noted as damaged We have offered $for the areas to the house to be fixed The estimate for all areas was $which our offer is for a third of the amount being extremely fair

Initial Business Response / [redacted] (1000, 18, 2015/08/03) */ The claim for damages on the elliptical machine was denied based off the sales person at the time of the quote informed the shipper that the elliptical machine needed to be crated by an outside party to ensure its safety during shipping and handlingWe offered to set up the 3rd party for themThese pieces of equipment have many moving parts and are difficult to move when assembledDuring the initial estimates quote the shipper stated that they did not want to pay the extra money for the crating and they would sign a waiver for any damages done to the ellipticalThe sales person noted on the estimate that the shipper would sign a waiverAt the time of the move they signed a form before the move started releasing all claims for the elliptical only When the claim was reviewed it was denied based on the waiver releasing us of damages The shipper was informed during the time of the estimate and also during the time of the move of the proper way to transport this type of equipment and also informed of the consequences if they choose to ship it in a different manner

I am rejecting this response because: We built a new home in Las Vegas and are the 1st family to live in itAs it is a new home, it was in undamaged condition The home was damaged unintentionally by A Action Movers /United Van lines on the day of the move in Since the move, nothing has changed in the houseNothing further has been taken into or out of any rooms in the houseNo further damage was caused by anyone except A Action Movers on the move in date When a salesman from United Van lines came to our Chicago home, he sold us a 100% replacement policyHe said we had up to months to file a claim for any damagesHe never informed us that on the day of the move there was to be a walk through to do a full inspection of our property to look for damage We cannot find it in writingThe foreman of the job was gone for most of the move (personal reasons) When he returned to our home at the end of the day, he was in a hurry to leave with his crew (it had been a really long day for everyone) There was NEVER a walk through by anyone from A Action Movers on the day of the moveNEVER !!! How could you do a thorough walk through with the house all cluttered with boxes all over the place and in the late eveningSome of the rooms had no lightsWe were informed to write down any gross items that were damagedHe reminded us that a complete itemization could be submitted within months When Steven [redacted] came to inspect the damage to all of our property, he did not inspect the damage to our portable marble fireplaceIt was in the garage and had to be pulled away from the wall for proper inspection, he refused to assist us in moving it out to fully view the damageHe told us that after he submits the damages, we had a choice to use him to repair all the damage or we could use the settlement to have someone else complete the work When we received the settlement check, it stated that the damage to the fireplace was $We had a repairman that specializes in this kind of work examine the fireplacePart of the marble was broken off and is missing, he said the fireplace was not repairableI called Mr [redacted] and informed him that he needed to come back to my home and do a proper evaluation of the fireplace He refusedHe asked me to send him pictures of the damage, which I didI called him back after he received the pictures and he refused to do anything furtherI was very upset with him on this matterI told him he did not do a proper job and we would not use him to repair any of the damages I told United Van Lines about this and I constantly asked, "when are you going to send someone out to give a proper evaluation of my fireplace ?" Since then they have sent out more repairmen who have only looked at the physical structure damages of the houseWhen I went to show them the fireplace damage, they said they were only hired to look at the physical structure damage to the house, not the fireplace We have had a total of repairman come to the house to look at the structural damage and the amount they requested to repair the damage is $This is the amount they feel was fair compensation and this is what we are seeking These repairman were hired by United Van Lines and gave an honest appraisal ALL damage to my house has been done only by A Action Movers on the day of the move We do not accept the settlement of $as final payment for the damage/loss of our non physical structure property, as the damage to the fireplace is MORE then $We want United Van Lines to properly access the damage done to the fireplace and to receive full compensation for this damage

We received an oral claims notification on February , from [redacted] saying she had some items that are damaged/brokenWe emailed [redacted] an Interstate claim form to the email on fileOver a month later on March 13,we received the completed claim form in the mail We reached out to all the Parties involved for photos of the damage, we found that the gauges were broken during our correspondence with the driver We called [redacted] and asked her what kind of damages occurred, she said that the gauges broke on the compressorWe then proceed with asking her what needed to be done, She stated that her husband has gone ahead and gotten the repairs madeI asked her if she could submit the receipt so we could get her reimbursed Claim settlement information was sent to United on 4-4-to be approved and processed, While currently reviewing the status of the payment sent, the check has already cleared our bank for the settlement which means that she has agreed to the final payment of reimbursement of the receipt that was submitted

Our Agency packed this order on 6-6-2017, the delivery spread is 6-10-through 6-20-2017.This order was packed and protected and brought into our warehouse on 6-7-because of not having a driver availableThe moving industry is currently in peak season and there is a shortage of drivers nationwideThe customer was made aware right away that there wasnt a driver assigned to this order and that our Move Coordinator was working with Unigroup to get one assigned Our Mover Coordinator has been in contact with the customer and Unigroup to get a driver assigned to this order Sherry [redacted] from Ungrioup's delays claims has been in contact with the customer regarding her delay claimThe customer was contacted on 6-28-by our agency that a driver has been assigned to this orderThe driver picked this order up from our warehouse on 7-3-and delivered to the customer on 7-5-The overflow portion has been received by the destination agent and is delivering on 7-21-

Mr [redacted] moved from IL to NV His claim for household goods was filed and paid out to him in the amount of $2,on 10/16/ The insurance coverage of Full Value Protection and month time frame was for his household goods portion of the move Property damage is another type of claim separate from the household goods portion Our company at the time of the move did a walk through with Mr [redacted] and he noted and signed off on spots in the house that were damaged on the day of the move Those areas were dents to the drywall in the stairway and the hallway and I nick on a door frame When we received the claim form from Mr [redacted] he is claiming additional damage to other areas of the house in all the bedrooms We sent a repair firm to his location to get an estimate on the spots that were noted on the walk through inspection at the time of the delivery but the repair firm sent us back and estimate for areas of damage to the house which included bedrooms and living room and family room We contacted the repair firm to obtain an itemized estimate with the repair cost for the spots in the house that we are liable for The repair firm stated that they will not work with Mr [redacted] to repair his place because he is extremely rude and angry He wanted the repair firm to go through him and not us He is looking to have areas of the house fixed that were not noted on the walk through exception form They refuse to do the work for him since he is being unreasonable I am sending a settlement offer to Mr [redacted] for the repairs in the amount of $which is a reasonable amount for the areas that we damaged The repair firm’s estimate for the areas amounted to $ This will allow Mr [redacted] to proceed with his own repair company to fix the areas we are responsible for Tell us why here

I am rejecting this response because: For all the reasons previously listed

We have been in contact with Mr [redacted] in regards to his scratched refrigerator We are in the process of contacting a repair company to replace the panels that are scratched Sherri was just in contact with Mron January 4th keeping him update on the status of this claim and the contact of the companies that she has called When the repair companies call back we can make a better judgment on how to further proceed with this claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. While AAction Movers has provided full payment, the process they describe in response to my complaint actually began five months ago. AAction Movers did not provide a professional, customer-focused approach to investigating the damage and providing timely responses and relief. AAction Movers should develop customer contact and grievance procedures that are more timely and demonstrate a more professional approach to customer concerns

We received Mr***’s claim form on March 6th 2017. After further research of the damage and review of the claim we were able to send out a settlement offer to Mr*** on May 10th. In the settlement offer it states that it can take anywhere from to weeks to Process and
receive payment. Our records show we mailed a check to Mr*** on June 20th 2017. The check has cleared our bank at this time. We are extremely sorry that there was damage to his items during his move out of storage and that process to receive the settlement check for the claim wasn’t quicker. We try to complete all claims in the order that we receive them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I expectedI still don't believe that my stuff should be replaced with parts, but I will accept this solution because apparently it's all they are willing to doI was in contact with Sherri, but I'm not happy with the resolutionI'm just.afraid that something might go wrong after the installation of the new doorsI hope there is a warranty that comes with itI haven't been informed how they are going to handle the the statue of the dragon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Mr*** booked his move with Black Hawk Moving and Storage. They are the company that handles the personal property damage for the household goods. They are also the company that he talked to the sales person. In his complaint he is quoting conversations that he had with a sales person that does not work for our agency. Our agency, AAction Movers, doesn’t have anything to do with the claim for the settlement offer of $2,nor have we seen the claim form for the personal property damage. This portion of his claim was handled by the company that he booked his move and should not be a complaint with our company as I have no control over his household items or the conversation with the sales person that he talked to.Our agency delivered his goods to his final destination. We have the walkthrough property report paperwork signed by him that states there were spots in his house that were damaged at the time of the move on 06/04/15. We returned to his house on 06/09/and he filled out the new walkthrough exception sheet and did not include any further damage. Like stated before we have received the inspectors report, the inspector was told about areas of damage that was not originally claimed when we were at the residence. The repair firm now does not want to repair the shipper’s house so he offered cash settlement for the areas that the shipper noted when we were at the residence. We have not heard back about the settlement offer for the property damage of the dent in the wall in the stairway, nick on the door frame and the dent on the hallway wall. Those are the only areas that were noted as damaged. We have offered $for the areas to the house to be fixed. The estimate for all areas was $which our offer is for a third of the amount being extremely fair

Mr***’s had moves with AAction Movers. His first move was scheduled to move from AZ
to VA under our Interstate authority.
Under Interstate tariff laws Mr*** had months from delivery to
file a claim. Two months later Mr
*** had another move; this move
was a local move. Under our local authority Mr*** has
days to file a claim. Our Bill of lading
for local moves states the day policy at the time of delivery.
When Mr*** called into our agency to file a claim his
days had expired for the local move.
Our representative of AAction Movers gave him the claim form for the
interstate move because at the time he requested the claim form his time had expired
for the local move to file a claim. When we received the claim form and reviewed
the items that were damaged to the inventories of the interstate order the
damaged items didn’t match to the items that were moved. We called the AZ agency to get more
clarification of the different moves.
This is when we found out that the local move had the damage items. His claim was denied due to the timeliness of
filing his claim

After reviewing the facts of this move, the shipper signed an estimate on 03/08/16, at that time we set up the requested dates to be moved on 04/25/16. They requested to be out of their house and into their new place the same day. This is not an unusual request and on 03/08/we were
able to accommodate the dates and times. However at the time of the move we experienced large rain fall of close to inches in a short time. Even with the large amount of rain we managed to move their items out of the existing house into our truck. When we arrived at the destination we were unaware that this was a new construction house and the long driveway was not put in and in fact was mud at the time we arrived. With the large amounts of rain we sustained the driveway was washed out. We did however try to get the items to the door for delivery and with the weight of the truck and the shipment we were unable to get traction. Our crews called our office to explain the truck was stuck. We called a tow company to pull the truck from the shipper’s driveway. Our coordinator handling this move talked to Mr*** and explained that we would need to bring the items back to our warehouse to storage since his house was not accessible because of the driveway. We explained the storage charges and he was ok with it while we were on the phone. (Storage charges are for bringing the items to our warehouse, Unloading and securing them in the warehouse, loading them back into the truck for delivery.) The circumstances that this move entailed were an act of God and beyond our control. According to the contract terms and conditions the carrier is not liable for loss, damage, or delay caused by the act of God. We however adjusted the bill to reflect the estimated charges since there was a delay in the fact we were stuck and should not have attempted the delivery. Mr*** did not pay anything over the estimated amount for this move. However the fact that the items were sent to our warehouse for a week was added charges that were discussed prior to and agreed upon prior bringing them to the warehouse. In the spirit of compromise for the unforeseen circumstances we have agreed to split the storage bill in half leaving a balance owing of $

Initial Business Response /* (1000, 10, 2015/08/14) */
Contact Name and Title: Diane ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aactionmovers.com
While reviewing the customers estimates the organ was omitted from the original estimate of $5,The customer was provided
with a detailed list of all items to be moved from the householdHe was given the opportunity to review the list to verify that all items to be moved were includedThe customer signed and agreed to the items on the list of items to be moved
When the driver showed up to move the items it was noticed there was an organ to be movedThis item was not on the agreed list of items and that is the reason for the salesperson to go on site and create the new signed estimate to include the organThe customer signed the estimate of $6,which included the weight of the organ
Initial Consumer Rebuttal /* (3000, 12, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no list given to meTherefore I did not sign any listPerhaps ,you will be able to obtain such a list with my signature?????
Final Consumer Response /* (2000, 21, 2015/09/15) */
Final Business Response /* (4000, 20, 2015/09/15) */
Our corporate office is mailing a check this week for the disputed amount and his mailing address has been verified

We received an oral claims notification on February 5 , 2018 from [redacted] saying she had some items that are damaged/broken. We emailed [redacted] an Interstate claim form to the email on file. Over a month later on March 13,2018 we received the completed claim form in the...

mail.  We reached out to all the Parties involved for photos of the damage, we found that the gauges were broken during our correspondence with the driver.    We called [redacted] and  asked her what kind of damages occurred, she said that the gauges broke on the compressor. We then proceed with asking her what needed to be done, She stated that her husband has gone ahead and gotten the repairs made. I asked her if she could submit the receipt so we could get her reimbursed.   Claim settlement information was sent to United on 4-4-18 to be  approved and processed, While currently reviewing the status of the payment sent, the check has already cleared our bank for the settlement which means that she has agreed to the final payment of reimbursement of the receipt that was submitted.

Initial Business Response /* (1000, 5, 2015/08/14) */
This complaint letter is the first I am receiving notice of this damage. I did not have record of the customer listed on this complaint in our system and I called and reached out to her. The shipment that she is speaking of was under her...

husband's name. I have not received the claim form and explained to the customer that I would need the form filled out to proceed further with this claim. I emailed the customer a claim form and she will have it filled out and sent back. We will ensure the floor gets repaired at the house the customer sold. I emailed the claim form to [email protected].

Mr. [redacted] booked his move with Black Hawk Moving and Storage.  They are the company that handles the personal property damage for the household goods.  They are also the company that he talked to the sales person.  In his complaint he is quoting conversations that he had with a sales person that does not work for our agency.  Our agency, AAction Movers, doesn’t have anything to do with the claim for the settlement offer of $2,536.99 nor have we seen the claim form for the personal property damage.   This portion of his claim was handled by the company that he booked his move and should not be a complaint with our company as I have no control over his household items or the conversation with the sales person that he talked to. Our agency delivered his goods to his final destination.  We have the walkthrough property report paperwork signed by him that states there were 3 spots in his house that were damaged at the time of the move on 06/04/15.  We returned to his house on 06/09/15 and he filled out the new walkthrough exception sheet and did not include any further damage.  Like stated before we have received the inspectors report, the inspector was told about 30 areas of damage that was not originally claimed when we were at the residence. The repair firm now does not want to repair the shipper’s house so he offered cash settlement for the 3 areas that the shipper noted when we were at the residence.  We have not heard back about the settlement offer for the property damage of the dent in the wall in the stairway, nick on the door frame and the dent on the hallway wall.  Those are the only areas that were noted as damaged.  We have offered $300 for the 3 areas to the house to be fixed.  The estimate for all 33 areas was $987 which our offer is for a third of the amount being extremely fair.

I am rejecting this response because: For all the reasons previously listed.