The customer has stated that she received a different price when her things were already loaded onto the truck From what was made clear to our office, is that the customer was only supposed to have pieces in her shipment, the crew picked up This is almost double the amount of items than what was inventoried on the estimate So the customer was charged additional Also the customer was not present herself on pickupSomeone else was there on her behalf to sign for and oversee the loading We cannot speak for the representative as to why they did not directly inform [redacted] of the change The update was provided to Agility Van Lines, who contacted [redacted] about the balance of her move When [redacted] things were first shipped, they were sent with the initial information before we were updated with a new phone number, this is why the driver was unable to contact her until the day of the move, even though we did tell her the Thursday prior that the truck was due to arrive the upcoming Monday It is also understandable that since she received a different delivery window before why she wasn't fully prepared, but then since she was told two business days before, she did have the opportunity to get the funds ready for delivery [redacted] has made our office and Agility aware that she is missing items from her shipment, and we have performed a warehouse search for the missing itemsAt this time, we have not recovered anything related to her shipment For the damages, we have not received an official report before this complaint We have been advised that all claims are reported to Agility Van Lines, however if more assistance is required from us while we continue to look for the missing items we will gladly assist Best, Rashidah J [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There have been more calls since I initially filed my complaint We have discovered that we a] were not told the whole truth and b] were told several outright lies! After demanding to know where the truck was I was told two days in a row that they could not 'raise the driver' Last Thursday [July **] I again wanted to know where the truck was I was told that the furniture was actually in 'storage' but would be on the way 'tomorrow' We were never informed it would EVER be placed into storage, just as we were never informed it would not be delivered in the truck it left in The furniture was indeed delivered August [redacted] at 8pm When asked why it took so long the driver inadvertently told our son the furniture was in storage in CALIFORNIA for two weeks Our son expressed his surprise at that and the driver said they often do that The driver and helper were very courteous and helpful We feel that with all the information, time, lies, and omissions associated with this move we must have 40% of our money back Had we been told upfront about the length of time it would take, instead of telling us the [redacted] through the ***, we probably would have sought another company to help us But then they knew that, didn't they...? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
The customer stated that she quoted a price of $which is what have had on the paperwork upon pickup for [redacted] moveHowever, this price was based on a inventory that only detailed piecesWhen the movers arrived at her location, they retrieved pieces in totalThis is almost double the inventory Since [redacted] price with Agility is based on cubic feet, this is how she was charged for the additional volume that her shipment occupied Her information was provided to Agility with the new information from the pickup She was then provided a revised estimate from a Agility Van Lines Representative The total move came up to $ Although the communication for the delivery was unfortunate, the customer did receive delivery on October **, Please see the attached paperwork wit the customer's signature for the date deliver was received, and the inventory retrieved and delivered Please note page on the estimate that states the delivery window for the distance of miles [redacted] move falls under Attached are all the supporting documents pertaining to this movePlease feel free to contact our office if there are any further questions Thank you, Rashidah J [redacted]
As per the DOT regulations, the limited liability insurance is only .60/lb./article This information is listed on the front of the bill of lading The option to pick which insurance you had either or (for local) The claim form itself asks for the weight and the instruction form even states when you are asking for a refund, to list it based on the weight of the item x .60/lb The basis of the reimbursement is listed throughout all documents received by the consumer conspicuosly It is not understood why the reimbursment rate was not known We have already explained why we needed further doucmentation of the damage claimed, the consumer did not purchase any additional insurace nor did she list a value of the shipment on the bill of lading, so there would be no other way to reimburse her except through the limited liability signed for
Although [redacted] states that the tablet she is referring to was stolen from her boxes, her coverage is only .60/lb/article This coverage is whether the items are missing or dmamged Please see the sections of the contract signed by the customer on the day of pickup THe customer signed for .60/lb., it was never indicated that there were extraordinary items included in the moveShe never stated where it was indicated on either pages of the value of her shipment On the addendum you can see where the customer signed the release excusing the company for any damage that may occur moving items into or out of the home We hope that this clears up some of any comfusion Please contact the office directly regarding your claim for official denial of the offer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: NOTE [redacted] I have tried to send this the last days, I have also called, I have documents to upload and keep getting an ERROR message On Friday, November [redacted] I received their settlement offer for all the damages and missing and stolen items and I am both stunned and insulted in equal measureOne of their employees stole my [redacted] tablet out of the box and re-taped the boxI have photos of the packing box, the empty box where the tablet was stolen from and photos of the different packing tape they used to re-tape the boxI was informed that damages to the house are not their responsibility if items moved are difficultThe only item moved into that room was one king size mattressThey sheared off the door handleIf they are not competent to move one mattress into a room, perhaps they are in the wrong profession They estimated my claim based on a percentage of the WEIGHT of the items and came out with a total of $That is supposed to replace a missing tablet, replace a door handle, buy a new broom that they left on the truck AND repair my $elliptical machine? I was expecting at least $1,and was willing to accept $I was outraged to open an envelope to see an offer of $I am including all the copies of the documents I sent to them for the claim In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Precision did give me a different price when my things were already loaded on the truckWhen I called them I was informed that it would be 5-business daysMy things were picked up n 8/**/I called numerous times thereafter and I was always told the same thing, that my things were en route to CA and it would be 5-daysOn 9/** I called and spoke to the supervisor of dispatch who stated that my things were still in a warehouse in NYThis company lied to me from the onsetMy things were finally delivered on 10/**/I was not given any noticeI received a call hour before delivery, which was very stressful because it was a holiday, and I had to go to the bankThe drivers stated that they did not have my new number despite the fact that I called and left it several timesMy things were delivered by a different company, and many of my things were damaged and I'm missing a few boxes and a coat rackI called and asked for these itemsI was told that the company would get back to meI have not received a call back thus farI have pictures of the damaged goods
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
First we would like to state that the pickup date was in fact July *, However, the delivery date recorded is not what is mentioned in the initial complaintAttached are copies of the bill of lading, order for service, and long distance sheet for delivery informationOn the
documents, the following is listed:Bill of lading: Agreed delivery date states 3-business days - no specific date.Order for Service: Agreed delivery window: First available in box is - last available in second box is 21, meaning 3-business days. Long Distance Moves Form: In the middle, there is a section that specifically asks when the customer can receive delivery. Directly under this in bold writing it states that it can take up business days for east coast deliveries and 14-business days for east to west and west to east deliveriesThe customer stated the earliest date to accept delivery was 7/**/ From this date the latest date if need be to make delivery is 8/**/ I would also like to specify that this delivery time frame only includes the days Monday thru Friday, it does not include weekends or holidaysAfter August **, if delivery is not received then there is a $per say allowance, that is deducted everyday until delivery is received. This customer is moving to Texas, so they would fall under the east to west delivery section so the delivery window is 3-business days. To address the customer's concerns about Simone, we apologize if her tone (alleged) was taken out of context Unfortunately, since this is the busiest time of the year, over office is flooded with phone callsAlthough we do our best to get to everyone, sometimes we cannot get to everyone the same day At this time the items are already on their way to the customer, the expected delivery time is today August *, between 2PM-5PM local timeHowever, considering we are within the delivery window, no refund is due at this time If there are any questions, please contact us
We are in receipt of the complaint referenced aboveAfter review of the information and account details we have concluded that the customer must complete the claims process before a refund is issuedThe claim will be based on the insurance selection that was signed for at pickup. The claim
is currently pending completion as of today and is in the order it was received to be done. To address the complaint stated about the staff, the telephone conversation that took place was reviewed and it was discovered that the consumer did began speaking in a tone that displayed aggression. In addition to this the consumer did begin to swearAlthough *** *** did begin to interact with the customer once her voice elevated beyond reason, she did end the conversation and stated that she was doing so before hanging up It is understood that the consumer is upset about her shipment and the process that the claim may takeHowever, standard claim procedure is to deny the claim if anything is missing. *** *** did try to work with the consumer back and forth for a while letting her know what was missing and needed. We do also understand that it can be frustrating but we do not tolerate disrespectful language or behavior towards our employees, so we see no fault in ending the call We cannot speak for the availability of the staff at Nurizon, and why they have not answered her calls. We have no record of *** *** calling our office again except one time after her call with *** *** The fact is the customer has to wait until the claim is completed in order to be reimbursedIf there are any questions, please feel free to contact our office
We have reviewed the claim file for this customer, her determination letter was mailed out on January **,2015, but it was unknown to our office that it was never received since it was never returned to us The email that was used to contact our office belonged to Stephanie whom was out on
maternity leaveAlthough her inbox was being monitored until her return, we have apologized for this oversight, and lack of response to her We acknowledge that the issue would've been resolved had she'd been responded to when the email was sent in May At this time, Stephanie has already returned from maternity leave and is currently in communication with *** *** regarding her claim The paperwork has been sent again, and we are waiting for *** *** to receive it and reply Again we apologize for the delay and inconvenience. Sincerely, *** ***
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 and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[I don't agree with this company Precision Storage because I completed their request in full and never was contacted again after I received an email stating "received". Thereafter, I had to actually reach out to them because of no other response or correspondence besides "received". If other documents was needed to complete the process why didn't the company reach back out to me to tell me additional documents was needed to complete this claim process? Once I contacted the company the claims person Stephanie Power's was very rude and nasty, would not let me speak and hung up the phone on me. [redacted] customer service skills are very bad and she over talked me while I answered a simple question in which she never allowed me to ask. I am very upset because this company does not appear to want to reimburse for the damages to my property by their moving men and of the time lapse in which I was thinking since I provided company with the documents they requested that my claims would be resolved by them in a timely manner without incident. I provided them with what they asked for; estimates and photos as asked by the company I emailed all documents to them and after not ever hearing from them once they told me everything was received, they in turn are telling me now that I did not complete the process correctly and that additional documents was needed I have no clue what else I am suppose to provide them with. I have all emails from Precision and as far as the Nurizon company they have never corresponded with me after this claim was submitted and I have tried several times to contact the manager at Nurizon but seems company made it difficult for me to get through to a live person and If in fact Precision company said I reached out to Nurizon only once why haven't I gotten a return call from Nurizon or Precision? I also requested to speak to the manager Sam at Precision Mini Storage on the day of conversation with [redacted] and once transferred to Sam at Precision Storage, he proceeded to put the phone on hold and never returned to the call which prompted me to hang up and try again and the other claims person or customer service person Simone says "he's on another call" and that's why he put me on hold.I feel this company is playing games with me and does not want to pay me and is stalling to see if I will go away. I will not go away until I get reimbursement for damages resulting from their moving men's negligence and uncaring manner. I am also in receipt of estimates that I provided them with as well as email correspondence from Precision Mini Storage. I am providing with one of the email's I received from Precision stating "received", meaning they had received my estimates and photos. ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The customer has stated that she received a different price when her things were already loaded onto the truck. From what was made clear to our office, is that the customer was only supposed to have 45 pieces in her shipment, the crew picked up 76. This is almost double the amount of items than what was inventoried on the estimate. So the customer was charged additional. Also the customer was not present herself on pickup. Someone else was there on her behalf to sign for and oversee the loading. We cannot speak for the representative as to why they did not directly inform [redacted] of the change. The update was provided to Agility Van Lines, who contacted [redacted] about the balance of her move. When [redacted] things were first shipped, they were sent with the initial information before we were updated with a new phone number, this is why the driver was unable to contact her until the day of the move, even though we did tell her the Thursday prior that the truck was due to arrive the upcoming Monday. It is also understandable that since she received a different delivery window before why she wasn't fully prepared, but then since she was told two business days before, she did have the opportunity to get the funds ready for delivery. [redacted] has made our office and Agility aware that she is missing items from her shipment, and we have performed a warehouse search for the missing items. At this time, we have not recovered anything related to her shipment. For the damages, we have not received an official report before this complaint. We have been advised that all claims are reported to Agility Van Lines, however if more assistance is required from us while we continue to look for the missing items we will gladly assist. Best, Rashidah J[redacted]
Although [redacted] states that the tablet she is referring to was stolen from her boxes, her coverage is only .60/lb/article. This coverage is whether the items are missing or dmamged. Please see the sections of the contract signed by the customer on the day of pickup. THe customer signed for .60/lb., it was never indicated that there were extraordinary items included in the move. She never stated where it was indicated on either pages of the value of her shipment. On the addendum you can see where the customer signed the release excusing the company for any damage that may occur moving items into or out of the home. We hope that this clears up some of any comfusion. Please contact the office directly regarding your claim for official denial of the offer.
As per the DOT regulations, the limited liability insurance is only .60/lb./article. This information is listed on the front of the bill of lading. The option to pick which insurance you had either .60 or .30 (for local). The claim form itself asks for the weight and the instruction form even states when you are asking for a refund, to list it based on the weight of the item x .60/lb. The basis of the reimbursement is listed throughout all documents received by the consumer conspicuosly. It is not understood why the reimbursment rate was not known. We have already explained why we needed further doucmentation of the damage claimed, the consumer did not purchase any additional insurace nor did she list a value of the shipment on the bill of lading, so there would be no other way to reimburse her except through the limited liability signed for.
The customer stated that she quoted a price of $1450.00 which is what have had on the paperwork upon pickup for [redacted] move. However, this price was based on a inventory that only detailed 45 pieces. When the movers arrived at her location, they retrieved 76 pieces in total. This is almost...
double the inventory. Since [redacted] price with Agility is based on cubic feet, this is how she was charged for the additional volume that her shipment occupied. Her information was provided to Agility with the new information from the pickup. She was then provided a revised estimate from a Agility Van Lines Representative. The total move came up to $2110.63 Although the communication for the delivery was unfortunate, the customer did receive delivery on October **, 2015. Please see the attached paperwork wit the customer's signature for the date deliver was received, and the inventory retrieved and delivered. Please note page 3 on the estimate that states the delivery window for the distance of miles [redacted] move falls under. Attached are all the supporting documents pertaining to this move. Please feel free to contact our office if there are any further questions. Thank you, Rashidah J[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
To address the concerns for the items being placed in storage: All moves, unless they are being delivered directly from pickup are placed in storage. This means the items are here in our warehouse waiting for the truck that goes to their area. This term is called storage in transit, it is often confused with the normal "storage" term which is when items are placed in a room for period of time. This was not the case. His items were on standby waiting for the truck to return to go out to his area. We have spoken to the driver in regards to why he would tell a customer whom was being delivered to Texas that was never ever shipped to California that his items were in storage in California. The fact is that the items were in storage at our warehouse located in New York, where our office is addressed on all pages of the contract. Based on the conversation we had with the driver, he apparently did not understand exactly what the customer was asking. Other moves that were on his truck were from California, and had nothing to do with [redacted]'s move. We apologize for this, and any further distress it may have caused. At this time, no refund is due to the customer. The move was delivered on time, the service was provided as contracted. It is unfortunate that the time frame was not further paid attention to, although specified. However the time frame from booking was not provided by us it was provided by the broker whom with the move details were initially originated. If there are any other concerns that the customer would like to address, please fee free to contact us. Regards, Simone T[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
NOTE** I have tried to send this the last 3 days, I have also called, I have documents to upload and keep getting an ERROR message
On Friday, November [redacted] I received their
settlement offer for all the damages and missing and stolen items and I am both
stunned and insulted in equal measure. One of their employees stole my [redacted]
tablet out of the box and re-taped the box. I have photos of the packing box, the
empty box where the tablet was stolen from and photos of the different packing
tape they used to re-tape the box. I was informed that damages to the house are not their responsibility if items
moved are difficult. The only item moved into that room was one king size
mattress. They sheared off the door handle. If they are not competent to move
one mattress into a room, perhaps they are in the wrong profession. They estimated my claim based on a percentage of the WEIGHT of the items and
came out with a total of $49.20. That is supposed to replace a missing tablet,
replace a door handle, buy a new broom that they left on the truck AND repair
my $1500 elliptical machine? I was expecting at least $1,000 and was willing to
accept $750. I was outraged to open an envelope to see an offer of $49.20. I am including all the copies of the documents I sent to them for the claim.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There have been more calls since I initially filed my complaint. We have discovered that we a] were not told the whole truth and b] were told several outright lies! After demanding to know where the truck was I was told two days in a row that they could not 'raise the driver'. Last Thursday [July **] I again wanted to know where the truck was. I was told that the furniture was actually in 'storage' but would be on the way 'tomorrow'. We were never informed it would EVER be placed into storage, just as we were never informed it would not be delivered in the truck it left in. The furniture was indeed delivered August [redacted] at 8pm. When asked why it took so long the driver inadvertently told our son the furniture was in storage in CALIFORNIA for two weeks. Our son expressed his surprise at that and the driver said they often do that. The driver and helper were very courteous and helpful. We feel that with all the false information, time, lies, and omissions associated with this move we must have 40% of our money back. Had we been told upfront about the length of time it would take, instead of telling us the [redacted] through the [redacted], we probably would have sought another company to help us. But then they knew that, didn't they...?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
The customer has stated that she received a different price when her things were already loaded onto the truck From what was made clear to our office, is that the customer was only supposed to have pieces in her shipment, the crew picked up This is almost double the amount of items than what was inventoried on the estimate So the customer was charged additional Also the customer was not present herself on pickupSomeone else was there on her behalf to sign for and oversee the loading We cannot speak for the representative as to why they did not directly inform [redacted] of the change The update was provided to Agility Van Lines, who contacted [redacted] about the balance of her move When [redacted] things were first shipped, they were sent with the initial information before we were updated with a new phone number, this is why the driver was unable to contact her until the day of the move, even though we did tell her the Thursday prior that the truck was due to arrive the upcoming Monday It is also understandable that since she received a different delivery window before why she wasn't fully prepared, but then since she was told two business days before, she did have the opportunity to get the funds ready for delivery [redacted] has made our office and Agility aware that she is missing items from her shipment, and we have performed a warehouse search for the missing itemsAt this time, we have not recovered anything related to her shipment For the damages, we have not received an official report before this complaint We have been advised that all claims are reported to Agility Van Lines, however if more assistance is required from us while we continue to look for the missing items we will gladly assist Best, Rashidah J [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There have been more calls since I initially filed my complaint We have discovered that we a] were not told the whole truth and b] were told several outright lies! After demanding to know where the truck was I was told two days in a row that they could not 'raise the driver' Last Thursday [July **] I again wanted to know where the truck was I was told that the furniture was actually in 'storage' but would be on the way 'tomorrow' We were never informed it would EVER be placed into storage, just as we were never informed it would not be delivered in the truck it left in The furniture was indeed delivered August [redacted] at 8pm When asked why it took so long the driver inadvertently told our son the furniture was in storage in CALIFORNIA for two weeks Our son expressed his surprise at that and the driver said they often do that The driver and helper were very courteous and helpful We feel that with all the information, time, lies, and omissions associated with this move we must have 40% of our money back Had we been told upfront about the length of time it would take, instead of telling us the [redacted] through the ***, we probably would have sought another company to help us But then they knew that, didn't they...? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
The customer stated that she quoted a price of $which is what have had on the paperwork upon pickup for [redacted] moveHowever, this price was based on a inventory that only detailed piecesWhen the movers arrived at her location, they retrieved pieces in totalThis is almost double the inventory Since [redacted] price with Agility is based on cubic feet, this is how she was charged for the additional volume that her shipment occupied Her information was provided to Agility with the new information from the pickup She was then provided a revised estimate from a Agility Van Lines Representative The total move came up to $ Although the communication for the delivery was unfortunate, the customer did receive delivery on October **, Please see the attached paperwork wit the customer's signature for the date deliver was received, and the inventory retrieved and delivered Please note page on the estimate that states the delivery window for the distance of miles [redacted] move falls under Attached are all the supporting documents pertaining to this movePlease feel free to contact our office if there are any further questions Thank you, Rashidah J [redacted]
As per the DOT regulations, the limited liability insurance is only .60/lb./article This information is listed on the front of the bill of lading The option to pick which insurance you had either or (for local) The claim form itself asks for the weight and the instruction form even states when you are asking for a refund, to list it based on the weight of the item x .60/lb The basis of the reimbursement is listed throughout all documents received by the consumer conspicuosly It is not understood why the reimbursment rate was not known We have already explained why we needed further doucmentation of the damage claimed, the consumer did not purchase any additional insurace nor did she list a value of the shipment on the bill of lading, so there would be no other way to reimburse her except through the limited liability signed for
Although [redacted] states that the tablet she is referring to was stolen from her boxes, her coverage is only .60/lb/article This coverage is whether the items are missing or dmamged Please see the sections of the contract signed by the customer on the day of pickup THe customer signed for .60/lb., it was never indicated that there were extraordinary items included in the moveShe never stated where it was indicated on either pages of the value of her shipment On the addendum you can see where the customer signed the release excusing the company for any damage that may occur moving items into or out of the home We hope that this clears up some of any comfusion Please contact the office directly regarding your claim for official denial of the offer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: NOTE [redacted] I have tried to send this the last days, I have also called, I have documents to upload and keep getting an ERROR message On Friday, November [redacted] I received their settlement offer for all the damages and missing and stolen items and I am both stunned and insulted in equal measureOne of their employees stole my [redacted] tablet out of the box and re-taped the boxI have photos of the packing box, the empty box where the tablet was stolen from and photos of the different packing tape they used to re-tape the boxI was informed that damages to the house are not their responsibility if items moved are difficultThe only item moved into that room was one king size mattressThey sheared off the door handleIf they are not competent to move one mattress into a room, perhaps they are in the wrong profession They estimated my claim based on a percentage of the WEIGHT of the items and came out with a total of $That is supposed to replace a missing tablet, replace a door handle, buy a new broom that they left on the truck AND repair my $elliptical machine? I was expecting at least $1,and was willing to accept $I was outraged to open an envelope to see an offer of $I am including all the copies of the documents I sent to them for the claim In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Precision did give me a different price when my things were already loaded on the truckWhen I called them I was informed that it would be 5-business daysMy things were picked up n 8/**/I called numerous times thereafter and I was always told the same thing, that my things were en route to CA and it would be 5-daysOn 9/** I called and spoke to the supervisor of dispatch who stated that my things were still in a warehouse in NYThis company lied to me from the onsetMy things were finally delivered on 10/**/I was not given any noticeI received a call hour before delivery, which was very stressful because it was a holiday, and I had to go to the bankThe drivers stated that they did not have my new number despite the fact that I called and left it several timesMy things were delivered by a different company, and many of my things were damaged and I'm missing a few boxes and a coat rackI called and asked for these itemsI was told that the company would get back to meI have not received a call back thus farI have pictures of the damaged goods
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
First we would like to state that the pickup date was in fact July *, However, the delivery date recorded is not what is mentioned in the initial complaintAttached are copies of the bill of lading, order for service, and long distance sheet for delivery informationOn the
documents, the following is listed:Bill of lading: Agreed delivery date states 3-business days - no specific date.Order for Service: Agreed delivery window: First available in box is - last available in second box is 21, meaning 3-business days. Long Distance Moves Form: In the middle, there is a section that specifically asks when the customer can receive delivery. Directly under this in bold writing it states that it can take up business days for east coast deliveries and 14-business days for east to west and west to east deliveriesThe customer stated the earliest date to accept delivery was 7/**/ From this date the latest date if need be to make delivery is 8/**/ I would also like to specify that this delivery time frame only includes the days Monday thru Friday, it does not include weekends or holidaysAfter August **, if delivery is not received then there is a $per say allowance, that is deducted everyday until delivery is received. This customer is moving to Texas, so they would fall under the east to west delivery section so the delivery window is 3-business days. To address the customer's concerns about Simone, we apologize if her tone (alleged) was taken out of context Unfortunately, since this is the busiest time of the year, over office is flooded with phone callsAlthough we do our best to get to everyone, sometimes we cannot get to everyone the same day At this time the items are already on their way to the customer, the expected delivery time is today August *, between 2PM-5PM local timeHowever, considering we are within the delivery window, no refund is due at this time If there are any questions, please contact us
We are in receipt of the complaint referenced aboveAfter review of the information and account details we have concluded that the customer must complete the claims process before a refund is issuedThe claim will be based on the insurance selection that was signed for at pickup. The claim
is currently pending completion as of today and is in the order it was received to be done. To address the complaint stated about the staff, the telephone conversation that took place was reviewed and it was discovered that the consumer did began speaking in a tone that displayed aggression. In addition to this the consumer did begin to swearAlthough *** *** did begin to interact with the customer once her voice elevated beyond reason, she did end the conversation and stated that she was doing so before hanging up It is understood that the consumer is upset about her shipment and the process that the claim may takeHowever, standard claim procedure is to deny the claim if anything is missing. *** *** did try to work with the consumer back and forth for a while letting her know what was missing and needed. We do also understand that it can be frustrating but we do not tolerate disrespectful language or behavior towards our employees, so we see no fault in ending the call We cannot speak for the availability of the staff at Nurizon, and why they have not answered her calls. We have no record of *** *** calling our office again except one time after her call with *** *** The fact is the customer has to wait until the claim is completed in order to be reimbursedIf there are any questions, please feel free to contact our office
We have reviewed the claim file for this customer, her determination letter was mailed out on January **,2015, but it was unknown to our office that it was never received since it was never returned to us The email that was used to contact our office belonged to Stephanie whom was out on
maternity leaveAlthough her inbox was being monitored until her return, we have apologized for this oversight, and lack of response to her We acknowledge that the issue would've been resolved had she'd been responded to when the email was sent in May At this time, Stephanie has already returned from maternity leave and is currently in communication with *** *** regarding her claim The paperwork has been sent again, and we are waiting for *** *** to receive it and reply Again we apologize for the delay and inconvenience. Sincerely, *** ***
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 and the matter has been resolved
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[I don't agree with this company Precision Storage because I completed their request in full and never was contacted again after I received an email stating "received". Thereafter, I had to actually reach out to them because of no other response or correspondence besides "received". If other documents was needed to complete the process why didn't the company reach back out to me to tell me additional documents was needed to complete this claim process? Once I contacted the company the claims person Stephanie Power's was very rude and nasty, would not let me speak and hung up the phone on me. [redacted] customer service skills are very bad and she over talked me while I answered a simple question in which she never allowed me to ask. I am very upset because this company does not appear to want to reimburse for the damages to my property by their moving men and of the time lapse in which I was thinking since I provided company with the documents they requested that my claims would be resolved by them in a timely manner without incident. I provided them with what they asked for; estimates and photos as asked by the company I emailed all documents to them and after not ever hearing from them once they told me everything was received, they in turn are telling me now that I did not complete the process correctly and that additional documents was needed I have no clue what else I am suppose to provide them with. I have all emails from Precision and as far as the Nurizon company they have never corresponded with me after this claim was submitted and I have tried several times to contact the manager at Nurizon but seems company made it difficult for me to get through to a live person and If in fact Precision company said I reached out to Nurizon only once why haven't I gotten a return call from Nurizon or Precision? I also requested to speak to the manager Sam at Precision Mini Storage on the day of conversation with [redacted] and once transferred to Sam at Precision Storage, he proceeded to put the phone on hold and never returned to the call which prompted me to hang up and try again and the other claims person or customer service person Simone says "he's on another call" and that's why he put me on hold.I feel this company is playing games with me and does not want to pay me and is stalling to see if I will go away. I will not go away until I get reimbursement for damages resulting from their moving men's negligence and uncaring manner. I am also in receipt of estimates that I provided them with as well as email correspondence from Precision Mini Storage. I am providing with one of the email's I received from Precision stating "received", meaning they had received my estimates and photos. ]
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Sincerely,
[redacted]
The customer has stated that she received a different price when her things were already loaded onto the truck. From what was made clear to our office, is that the customer was only supposed to have 45 pieces in her shipment, the crew picked up 76. This is almost double the amount of items than what was inventoried on the estimate. So the customer was charged additional. Also the customer was not present herself on pickup. Someone else was there on her behalf to sign for and oversee the loading. We cannot speak for the representative as to why they did not directly inform [redacted] of the change. The update was provided to Agility Van Lines, who contacted [redacted] about the balance of her move. When [redacted] things were first shipped, they were sent with the initial information before we were updated with a new phone number, this is why the driver was unable to contact her until the day of the move, even though we did tell her the Thursday prior that the truck was due to arrive the upcoming Monday. It is also understandable that since she received a different delivery window before why she wasn't fully prepared, but then since she was told two business days before, she did have the opportunity to get the funds ready for delivery. [redacted] has made our office and Agility aware that she is missing items from her shipment, and we have performed a warehouse search for the missing items. At this time, we have not recovered anything related to her shipment. For the damages, we have not received an official report before this complaint. We have been advised that all claims are reported to Agility Van Lines, however if more assistance is required from us while we continue to look for the missing items we will gladly assist. Best, Rashidah J[redacted]
Although [redacted] states that the tablet she is referring to was stolen from her boxes, her coverage is only .60/lb/article. This coverage is whether the items are missing or dmamged. Please see the sections of the contract signed by the customer on the day of pickup. THe customer signed for .60/lb., it was never indicated that there were extraordinary items included in the move. She never stated where it was indicated on either pages of the value of her shipment. On the addendum you can see where the customer signed the release excusing the company for any damage that may occur moving items into or out of the home. We hope that this clears up some of any comfusion. Please contact the office directly regarding your claim for official denial of the offer.
As per the DOT regulations, the limited liability insurance is only .60/lb./article. This information is listed on the front of the bill of lading. The option to pick which insurance you had either .60 or .30 (for local). The claim form itself asks for the weight and the instruction form even states when you are asking for a refund, to list it based on the weight of the item x .60/lb. The basis of the reimbursement is listed throughout all documents received by the consumer conspicuosly. It is not understood why the reimbursment rate was not known. We have already explained why we needed further doucmentation of the damage claimed, the consumer did not purchase any additional insurace nor did she list a value of the shipment on the bill of lading, so there would be no other way to reimburse her except through the limited liability signed for.
The customer stated that she quoted a price of $1450.00 which is what have had on the paperwork upon pickup for [redacted] move. However, this price was based on a inventory that only detailed 45 pieces. When the movers arrived at her location, they retrieved 76 pieces in total. This is almost...
double the inventory. Since [redacted] price with Agility is based on cubic feet, this is how she was charged for the additional volume that her shipment occupied. Her information was provided to Agility with the new information from the pickup. She was then provided a revised estimate from a Agility Van Lines Representative. The total move came up to $2110.63 Although the communication for the delivery was unfortunate, the customer did receive delivery on October **, 2015. Please see the attached paperwork wit the customer's signature for the date deliver was received, and the inventory retrieved and delivered. Please note page 3 on the estimate that states the delivery window for the distance of miles [redacted] move falls under. Attached are all the supporting documents pertaining to this move. Please feel free to contact our office if there are any further questions. Thank you, Rashidah J[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
To address the concerns for the items being placed in storage: All moves, unless they are being delivered directly from pickup are placed in storage. This means the items are here in our warehouse waiting for the truck that goes to their area. This term is called storage in transit, it is often confused with the normal "storage" term which is when items are placed in a room for period of time. This was not the case. His items were on standby waiting for the truck to return to go out to his area. We have spoken to the driver in regards to why he would tell a customer whom was being delivered to Texas that was never ever shipped to California that his items were in storage in California. The fact is that the items were in storage at our warehouse located in New York, where our office is addressed on all pages of the contract. Based on the conversation we had with the driver, he apparently did not understand exactly what the customer was asking. Other moves that were on his truck were from California, and had nothing to do with [redacted]'s move. We apologize for this, and any further distress it may have caused. At this time, no refund is due to the customer. The move was delivered on time, the service was provided as contracted. It is unfortunate that the time frame was not further paid attention to, although specified. However the time frame from booking was not provided by us it was provided by the broker whom with the move details were initially originated. If there are any other concerns that the customer would like to address, please fee free to contact us. Regards, Simone T[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
NOTE** I have tried to send this the last 3 days, I have also called, I have documents to upload and keep getting an ERROR message
On Friday, November [redacted] I received their
settlement offer for all the damages and missing and stolen items and I am both
stunned and insulted in equal measure. One of their employees stole my [redacted]
tablet out of the box and re-taped the box. I have photos of the packing box, the
empty box where the tablet was stolen from and photos of the different packing
tape they used to re-tape the box. I was informed that damages to the house are not their responsibility if items
moved are difficult. The only item moved into that room was one king size
mattress. They sheared off the door handle. If they are not competent to move
one mattress into a room, perhaps they are in the wrong profession. They estimated my claim based on a percentage of the WEIGHT of the items and
came out with a total of $49.20. That is supposed to replace a missing tablet,
replace a door handle, buy a new broom that they left on the truck AND repair
my $1500 elliptical machine? I was expecting at least $1,000 and was willing to
accept $750. I was outraged to open an envelope to see an offer of $49.20. I am including all the copies of the documents I sent to them for the claim.
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Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
There have been more calls since I initially filed my complaint. We have discovered that we a] were not told the whole truth and b] were told several outright lies! After demanding to know where the truck was I was told two days in a row that they could not 'raise the driver'. Last Thursday [July **] I again wanted to know where the truck was. I was told that the furniture was actually in 'storage' but would be on the way 'tomorrow'. We were never informed it would EVER be placed into storage, just as we were never informed it would not be delivered in the truck it left in. The furniture was indeed delivered August [redacted] at 8pm. When asked why it took so long the driver inadvertently told our son the furniture was in storage in CALIFORNIA for two weeks. Our son expressed his surprise at that and the driver said they often do that. The driver and helper were very courteous and helpful. We feel that with all the false information, time, lies, and omissions associated with this move we must have 40% of our money back. Had we been told upfront about the length of time it would take, instead of telling us the [redacted] through the [redacted], we probably would have sought another company to help us. But then they knew that, didn't they...?
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Sincerely,
[redacted]