AAW Services, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept this response, as I explained in my letter, this issue was covered up by the moving men, and I could have been severely injured.Unfortunately the last couple paragraphs of my letter were not included in the original complaint, I will post them hereBut, even if the insurance didn’t cover the $72, why wouldn’t the moving company cover the cost of the part and fix it for me when my bill was almost $2,600!! Plus I gave each of the moving men a $tip for a total of $in tips! My husband willingly took care of all the other items they broke without complaint and I only wanted the moving company to fix this one thing And the main reason I wanted them to take responsibility for this one item was because, for this metal bar to be falling apart someone there had to have known the damage that was done to it and covered it up If I had used the treadmill, I would have been seriously injured.He did give me the part number that he said he found onlineUPDATE 9/23/2017-went online to order the part that the man at Dufrane Moving said was what I needed, and the part number he gave me was wrong It was for a piece of fitness equipment that wasn’t even for the brand of my treadmill After spending a great amount of time online researching the REAL part number, came to find out that it is no longer available, and my treadmill is now a piece of junk and a total loss So I do not accept the response from the moving company as good enough My piece of fitness equipment is no longer usable or fixable and replacement cost is a lot more than $ If the movers had not been dishonest and covered up the situation all would be forgiven, but unfortunately that is not what happened.By the way...the movers charged $per man per hour for a total of $per hour And as I look back on the day, we were even charged for their lunch hour! Regards, [redacted]

Tell us why here***, Thank you for the opportunity to be of service to you and your husband Despite every effort to supply high quality of service, we realize our staff is not perfect or without faultThe industry has also acknowledged that accidents or mishaps in handling do occurTherefore, the industry does provide extended coverage to those individuals wishing to cover such incidentsOur consultant did provide this extended coverage on the estimateHowever, you elected and signed to waive that coverage on moving day and selected the standard coverage at no cost We understand that the amount paid was less than the amount claimedHowever, we are prohibited from paying a sum in excess of our legal liability which has already been satisfied We regret the incident occurred and apologize for any inconvenience causedWe are sorry we are unable to offer any additional compensation and trust you will understand our position and tariff that governs our industrySincerely, [redacted]

Tell us why here***, We sincerely regret that your move did not take place without incident and apologize for the inconvenience caused. Despite every effort to supply high quality service all movers are faced with problem solving situations some not so
difficult and some very difficultIn most instances the results are positive and seldom there is a minor issue We did provide a staff member to view the item as this was an unusual item to damageDue to the age of the article from it was difficult to locate a replacement partNever the less we did find a supplier with the part for $in stockWe did pass this information on to you should you decide to have it repaired as we discussed. The estimate provided by our consultant was $We realize some services were not performed however, the actual charges were $less than halfThe actual rates are calculated at $per hour and does indicate a roughly $100,truck and equipment The estimator also provided full coverage valuation on the estimate of $100,for $dollarsThe homeowner waived the coverage to save the $dollars and signed the appropriate document. The standard valuation was selected at cents per pound per article at no chargeIf the treadmill weighs approximately pounds, the value declared would be $25.00. We realize that this is less than the amount you claimed, but in accordance with the regulations that govern our industryWe are prohibited from paying a sum in excess of our legal liability which in this instance has been established by the Bill of Lading and order of registration stating cents per pound per article We are sorry you were not completely satisfied with our serviceWe thank you for bringing it to our attention and understanding in this matter. SincerelyDu Frane Moving and StorageClaim ID: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I do not accept the business's response, as I have submitted a receipt for the repairs that don't even fix all the problems that have presented since the treadmill was broken. I have been more than fair in my requirement.My husband and I will never do business with DuFrane moving because of their response which shows a complete lack of caring about their customers needs. I have many friends and coworkers that will never do business with them because of this experience also. They were given ample opportunity to make good on the accident that happened. My husband fixed everything else that was broken by their crew. The request we made for them to fix this one thing was not excessive by any means
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

The attachments contain the response from DuFrane M & S. Sincerely,*** ***
DuFrane Moving & Storage, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I would like to state that this company has shown that they do not take responsibility for their actions. My TV was not broken when I went to work and was damaged when I got back. The Jacuzzi cover was taken off and was slid over the top of the Jacuzzi (leaving only 3ft to get a 7'9" top off). To me it sounds more like they hit the TV, slid it out scratching and cracking my TV and don't want to take blame for it. The door frame was not taken down yet and the top must have been removed from the house through the front or garage door. The Jacuzzi top had a middle metal bar that lines up almost to a T on where the crack on the TV is and there was grey residue on the tv (which just so happens to be the same color of the Jacuzzi top) and I do have photos to back all of these statements up with. I don't find it coinsidental that these markings line up to the Jacuzzi top. My boyfriend and builder where outside removing the multi panel door (that are all connected together) and needed two people for the job. Neither of them were in the house to see the Jacuzzi cover come off. But when the door frame was down they were ready to move the hot tub out the back patio. My boyfriend took a picture of the movers tipping the Jacuzzi on it's side (that I clearly stated to the movers on several occasions not to do). They tried to tell me that it's okay to tip it on it's side but I was told by Jacuzzi not to tip it on it's side or it will get off balance. The guy who gave the estimate told me in order to keep it flat, the patio door frame and side rail on the deck would need to be removed (this process cost me $400 to do this). Had I known that they were just going to tip it on it's side against my wishes I wouldn't have paid my builder to take it down (because it would have fit out the patio door and through the deck. I'd like to discuss the basement walls. I'd like to make this know, that the reason the walls were scratched and re-painted (with paint that didn't match) was because the first time I had Du Frane move my items THEY scratched the walls and didn't match the paint. Clearly they forgot that they did an awful job at repairing their mistake. I'd also like to state that the first time they moved us my ex husband hired them. I did not realize this was the same company until I talked to my ex husband. This was a big mistake. The treadmill was broke down (I folded it up) and this machine could not be broke down any more than it had already been. There was no need to break the eliptical machine down.  The top of the tanning bed did need to be removed in order to get it up the stairs (which was two screws). The treadmill did not and could not have been broke down any more than folding it up. They are claiming it took so much time to do (but remind you that they were gone by 9:30. My walls got scratched and chipped a second time by Du Frane. When I called them they assured me it would be fixed and the paint would match. All of which were lies. The way the movers left in a hurry, leaving behind company property (moving blankets/boards), not collecting payment (that is stated on the estimate that it gets collected at the time of the move) and not returning phone calls. Sounds like they are trying to get out of not paying for their mistakes.Their story has changed several times as to where my property was initially delivered, where it is being stored currently (and they "whited" out and crossed off in the attached photo to you) and gave me pay stubs with a completely different storage. The problem with the move is that they overcharged $420 (and left out insurance), broke my TV, damaged my walls and lied about storage. I'm worried about the price of the return move and the condition my belongings will come back in. I don't understand why/how this company feels that they aren't responsible for this?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I would like to start with the downstairs basement walls. We did have Du Frane come back and fix the paint twice. The first time the walls had scratches and needed to be re-painted. The paint did not match. We did not make a "claim" because the company came within the next week and "fixed" the problem. The second time when Du Frane moved they had also scratched the walls. I called and no formal "claim" was made that time as well. The walls are still scratched with mis matched paint caused both times by Du Frane. Secondly I'd like to state that I did have an adult at my home to make sure everything was moved properly. He notified me that the Jacuzzi was tipped on it's side when I told them specifically not to. I gave my boyfriend a gratuity to give to the men, he was just doing as I instructed him to do. Du Frane said that they would come back and do an overall check of the premisis and payment will be collected. Du Frane never came back to do so. When my boyfriend noticed they left he checked all of the areas the movers were in. He noticed the scratches on the wall, the broken tv, supplies was left behind, that the company never took payment and no claim stub as to where my belongings were being stored. There was nobody else in my home and there is no denying they damaged my property and don't want to take responsibility for it. When I left for work my tv was not broken and when I got home it was cracked and scratched. The Jacuzzi top is very large and my tv was very close to it. The Jacuzzi top lines up perfectly to where the bar is on the hot tub (when sliding over) which they did need to do in order to get it out of the room. The color of the Jacuzzi top is the same color of the residue that was on my tv when I returned back from work. This tv was brand new and was very well taken care of and was used almost everyday. It was noticed almost immediatly after the men left that the tv was then damaged. A phone call was immediately put in to report the damage. A claim was made. The manager then said they would talk to the men that moved my items. To me it sounds like the men on the job don't want to get into trouble so they denied the damages.  My basement walls are scratched, re-painted with paint that doesn't match, my Jacuzzi was turned on it's side when I asked them not to, payment and a look over was never done when we were told it would be, payment was not collected at the time of the move as it was written on the estimate, supplies from Du Frane was left at my residence, my tv is broke, my items are being stored at a location that I did not ask for, my bill was way more than estimated and this all  happened during the Du Frane move.
Regards,
[redacted]

Thank you for your time!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept this response, as I explained in my letter, this issue was covered up by the moving men, and I could have been severely injured.Unfortunately the last couple paragraphs of my letter were not included in the original complaint, I will post them here. But, even if the insurance didn’t cover the $72, why wouldn’t the moving company cover the cost of the part and fix it for me when my bill was almost $2,600!!  Plus I gave each of the moving men a $35 tip for a total of $175.00 in tips!  My husband willingly took care of all the other items they broke without complaint and I only wanted the moving company to fix this one thing.    And the main reason I wanted them to take responsibility for this one item was because,  for this metal bar to be falling apart…someone there had to have known the damage that was done to it and covered it up.   If I had used the treadmill, I would have been seriously injured.He did give me the part number that he said he found online. UPDATE 9/23/2017-went online to order the part that the man at Dufrane Moving said was what I needed, and the part number he gave me was wrong.  It was for a piece of fitness equipment that wasn’t even for the brand of my treadmill.  After spending a great amount of time online researching the REAL part number, came to find out that it is no longer available, and my treadmill is now a piece of junk and a total loss.    So I do not accept the response from the moving company as good enough.  My piece of fitness equipment is no longer usable or fixable and replacement cost is a lot more than $25.  If the movers had not been dishonest and covered up the situation all would be forgiven, but unfortunately that is not what happened.By the way...the movers charged $75 per man per hour for a total of $375 per hour.  And as I look back on the day, we were even charged for their lunch hour!
Regards,
[redacted]

Tell us why here... [redacted],       Thank you for the opportunity to be of service to you and your husband.       Despite every effort to supply high quality of service, we realize our staff is not perfect or without fault. The industry has also acknowledged that accidents or mishaps in handling do occur. Therefore, the industry does provide extended coverage to those individuals wishing to cover such incidents. Our consultant did provide this extended coverage on the estimate. However, you elected and signed to waive that coverage on moving day and selected the standard coverage at no cost.      We understand that the amount paid was less than the amount claimed. However, we are prohibited from paying a sum in excess of our legal liability which has already been satisfied.      We regret the incident occurred and apologize for any inconvenience caused. We are sorry we are unable to offer any additional compensation and trust you will understand our position and tariff that governs our industry. Sincerely, [redacted]

I thank you for the opportunity and trust you have bestowed in DuFrane Moving & Storage, Inc.For many reasons, we prefer to provide binding estimates on as many orders as possible. In many re locations, theservices we provide can change, therefore, for some customers, the best method of pricing...

is hourly plusmaterials.I have reviewed the estimate, the statement you have attached, spoke to the sales consultant the driver and crew.For the most part, we agree with your statement, although, our staff indicates they did pack and move a flatscreen tv, plus move a tv from the basement to the family room. The staff also believes they did pack and movenearly all the items in the living room including the grand piano.Additional to the estimate, we also noted services that were provided for packing and moving several live plants,the attic portion of the garage, the children's playhouse contents, and the additional valuation of $90.00.The sales consultant, [redacted], did reach you on two occasions to discuss the differences on the estimate versus theactual move. Unfortunately, a mutual understand ing of the differences cou ld not be resolved to your satisfaction.With the many changes to the estimate, all participants are correct in their analysis. There is no fau lt. Theestimate versus the actual services provided are simply quite different.We continually strive to provide an accurate, not to exceed cost of services. We thank you for your experience andinput. I apologize for the inconvenience caused . I am refu nding your request of $650.00.We do appreciate your business. Best Wishes in your new home, and have a great holiday season.If you feel you have an additional questions please feel free to contact me personal ly at ###-###-####.