All Around Moverz

Review: The company in question damaged property, denied involvement, canceled the scheduled move, which was scheduled months in advance and refuse to reimburse for the item damaged at fair market value. I was provided with several inconsistent accounts regarding the filing of the insurance claim to replace my property which led me to contact their insurance company to file the claim. I was informed by the adjuster that the value of the item is under the company's deductible and they are not willing to pay to replace the item as the company does not feel as though the damage was done by their staff members.Desired Settlement: I am requesting a refund of the amount to purchase a Panasonic 32" LCD tv at fair market value. I have made the company aware of additional costs incurred to find a mover now on an urgent basis, the rental of flatbed truck to pick up items from a furniture store, costs associated with rental vehicle. Again, I seek a refund check for the value of my destroyed item.

Business

Response:

To Whom ItMay Concern,My name is[redacted], with All Around Moverz. I’m writing in response to ID#10615336.All Around Moverz has spoken to Ms. [redacted] a few times regarding this complaint. We have tried to come to a fair settlement which Ms. [redacted] keeps changing around. When we initially went to Ms. [redacted] home to perform the move which she scheduled, like we do every day, we looked around to get an idea of what was moving. The item in question, a 2009 32” Panasonic TV, was in a room with a few boxes on a 6ft. high mantel. Our movers never took a good look at the TV because the room only had a few boxes in there and she was in a hurry to show the house because she had to leave. Theway we start every move is with the boxes first and ending with larger items. However, this day we were only still moving the boxes when she returned home, went straight up stairs andreturned within 30 seconds and said, “You guys broke my TV.” At that point the movers called me and said that Ms. [redacted] wanted different movers which I was unable to supply. At this point I decided to cancel the move. We gave her a full refund for the initial payment she made to lock in the move. We also requested her to provide documentation for the TV or some sort of proof of purchase so we could possibly reimburse her. First she stated that she wanted $50, then she stated she wanted $100, then she stated $250 and now she is asking for $300. Per our conversation and our website, we mentioned to her that we will give $104.86, which is the current condition or depreciation value. She told us she paid $300 when she brought the TV, but have not given us any proof of purchase as initially requested. After doing our research, we estimate her T.V. to be around $400 - $500 in value (if the TV was NEW in 2009). Since she refuses to give us any proof of purchase, we are using $400 as a starting price, with a 20% annual depreciation rate for 6 years. All of this was on our website when she initially booked the move with us, and has been there for the last 5 years. In conclusion, we are willing to pay Ms. [redacted] $104.86 per a detailed policy on our website and our previous conversation with her. There is no proof that the TV was not already broken prior to movers arriving. Our movers believe that she is filing a false claim. We have already refunded the $75 initial payment. We truly wish to resolve this issue so that both parties are happy. We are only following the policy that we have had in place for the last 5 years. Thanks, [redacted]

Consumer

Response:

The claim in fact is not a false claim. The first fact that I would like to point out, Mr. [redacted] indicates that their movers are experienced and perform these services day in and day out. My first question would be, as a mover, if you are being shown items to be moved and one item is severely damaged, wouldn't you have documented the damaged item to make sure the customer is aware and to ensure there will not be liability on the part of your company? Again, I must point out, this TV was not damaged prior to All Around Moverz handling it.To confirm, I was not in a rush to show the area of items to be moved. This was my first time ever using movers, I wanted to be as thorough as possible. My actions prior to the move should have indicated that I am/was an informed consumer. This move was scheduled more than a month in advance. Within that month I called the office on numerous occasions to confirm the move date and to ensure additional information was not required. At the end of each call, I was informed to ensure that the inventory sheet is completed and submitted on the day of the move. Yes, the TV in question was on a 6 foot shelf, but when instructing the movers on items to be removed, I did point out the TV. After about 30 minutes of the movers moving items, I informed them that I will return within 15-20 minutes. I wanted to pick up the keys to the new location to save time as the movers were scheduled to pick up furniture for me enroute. After about 7-8 minutes after leaving, I decided that I can bring a lot of the smaller and delicate items in my vehicle, SUV. I then called the lead person to inform him of this change. He was fine with that. Upon returning home, the majority of items to be moved was packed on the truck with the exception of the TV in question. I went upstairs to retrieve the TV to notice that it was damaged. I also must mention, after showing the movers the items to move, I immediately went downstairs and did not return upstairs until after I left for about 15 minutes. Both movers were in the master bedroom removing boxes and other items. As far as the amount changing, I was informed by All Around Moverz that the insurance company indicated that my TV would only be worth $50.00. I then agreed and requested documentation from the insurance company confirming the value offered. That is when I was informed that an insurance claim was never filed, although I was told by the company several times that they were awaiting the value of my damaged item from the insurance company. I never agreed to $100.00. I subsequently located an exact model of the TV in question for sale for $300.00. I then informed the company, insurance adjuster and agent that I am willing to accept $250.00. With regards to the depreciation formula that Mr. [redacted] is continuing referring to on their updated website, this information was added AFTER this issue came about with my destroyed item. I also indicated to Mr. [redacted] that this depreciation information was NOT present on any of the documentation that was signed by me and by the movers. I had no previous knowledge that should they destroy and item, the item would not be replaced. If I was previously aware that should this company damage items, mere pennies would be your compensation to replace the damaged item, I would HAVE NEVER USED THIS COMPANY. Again, I am seeking either the full $300 to replace the item or $250 and I will add the balance. I have attached a copy of the email correspondence that has transpired between myself and this company. Also attached is the contract and the inventory sheet provided.Thank you. [redacted]

Business

Response:

We believe that this claim authenticity is in question. Here are a few facts to back up our reasoning behind our thoughts. When we arrived at a Ms. [redacted]’s house or any customer for that matter, we always start by picking up the *inventory sheet from the customer (a list of all the items that are going to be in our possession) and then going over the *contract (the agreement between All Around Moverz andthe customer). Second, we start loading up boxes and small uninsurable items. Once that’s complete we begin checking off the list of items on the inventory sheet (insurable items only) with the items we load on the truck just to make sure that we pack up what’s on the inventory sheet especially if its insured. At that point, we begin documenting damaged items at the top of the 2nd page of the contract. We only document insured items, not boxes. You said, “Upon returning home, the majority of items to be moved was packed on the truck withthe exception of the TV in question.“ We never got a chance to touch the TV because like you said when you returned home, “Both movers were in the master bedroom removing boxes and other items” which is clearly stated in your complaint. We always load the boxes on the truck first! I also attached a copy of some email correspondence where you said, “I do apologize if I misunderstood the conversation with [redacted], I will await the refund and information to replace the damaged TV at the PRORATED VALUE.“ Our confirmation email which is also attached to this same email points out that you should view our insurance policy and reply to the email stating that you understand both the policy/confirmation and its entirety. Our policy has been the same for the last 5 years and we have not changed or updated it like Ms. [redacted] is assuming. Ms. [redacted] failed to read over the policy completely. This is why we clear inform the customers to check out our policy so that there is no misunderstandings on the confirmation before we even come out to the home.On the inventory sheet you supply as an attachment, it says that both TVs you possess are valued together at $1500. Our movers saw the other TV and thinks it also was an older model. If you can give us a proof of purchase for the other TV with the model number, we may be able to find the different for the TV in question. At this point we will pay what our policy states which is $104.86, unless you can provide us with official document showing different. Thanks,[redacted]