AllStar Movers

Outlined below please find our response to the allegations asserted by complainant in the subject claim.1- Complainant states that I gave him "a phone quote for 3-hours of service and did not send someone in person to do a visual inspection." First, intrastate moving companies traditionally do not conduct on-site estimates for apartments or homes less than square feet Additionally, complainant did not request an on-site inspection and estimateSecond, complainant was not given a "phone quote." When he inquired as to the anticipated length of time to complete service I specifically told him that I could not provide an accurate window and that I could only advise him as to what the [redacted] time estimating chart indicated predicated upon the size of his dwelling and the logistical information that he had provided It should be noted that the information that complainant supplied in an online quote request via our web site included inaccurate and misleading information that severely impacted not only the estimated amount of time but the actual length of time required to complete service for himAttachment #is a copy of the first page of the quote request as displayed on our web sitePlease note that the tenth question clearly asks: "Can we park within 120' (paces) of your door?" Attachment #is a copy of the complainant's quote request submittalPlease note that on the thirteenth line on the right of the form complainant indicated "yes." The reality is that all of his large furniture items could not be safely moved down two flights of stairs from his 3'd floor apartment to the closest access point that was over 120', It was, in fact, necessary for the movers to navigate a hallway, two sets of steps, cross the length of the parking garage, use a freight elevator to ground level then dolly the furniture 50' to the moving vehicle a total of approximately 767' (see attachment #3) Additionally, two days prior to the moving service complainant received a written confirmation document (see attachments #4a & 4b) that clearly states: "Allstar will endeavor to provide the appropriate sized vehicle, crew size and allotted service time based solely on the information you, the customer, have provided to us There is no guarantee of completion of service in only (1) trip nor the amount of time that it will take to complete service." Furthermore, prior to the start of moving service the lead mover contacted me and advised that the loading portion of the service could potentially take six to seven hours due to the terrible logistics The lead mover was instructed by me to advise complainant of his time estimate, which he did.2- Complainant states that: "I inquired about whether I had to disassemble and wrap any furniture items, but I was told that I did not need to disassemble or pack the large items because they had materials they would bring to do it I did not realize until they arrived that none of my items would be packed with proper protective materials, but instead, they just put loose blankets on top of the items before putting them in the back of the trailer." Claimant was advised that the movers could disassemble and reassemble any items that he requested them to Claimant did not request "packing" service and there was no discussion concerning packing service Complainant's furniture items were padded with industry standard heavy weight moving pads that were held in place as needed by mover's rubber bands The items were secured in the trailer with bungees and ratchet straps in the fashion.3- As it relates to complainant's allegation that the "movers carelessly scratched and scraped my furniture," paragraph of the contract that the claimant signed specifically states: "Any claims of damage not made immediately upon completion of the moving service and specifically noted on the face of this Agreement shall be null, void and of no force nor effect." (see attachment #5b)Upon review of the face of the Agreement (see attachment #5a) you will note that the only notation indicates damage to a piece on the back of one dresser.4- Complainant states that the movers took excessive breaks and ultimately added hours to the completions of the job This is patently false! First, I was personally in contact with the lead mover throughout the entire move The truth is that the movers did not take a single break In fact they only drank water during their long walks between moving items over 767' and their return walks to retrieve another item Based upon the [redacted] time charts the movers actually completed service is less time than the national average!5- Complainant states: "Upon delivery my items I noticed damage to several pieces ..'' Again, there is no notation of damage to several pieces on the face of the contracts pursuant to the required terms of the contract Complainant further states: "I called to discuss directly with *** He refused to accept any responsibility for the items ." I refused to accept responsibility as it relates to alleged damage to any particle board/OSB furniture items because responsibility and liability was waived by complainant by his signature of a document titled: "Release of Responsibility," specifically the section titled: ''Above and Beyond." (see attachment #6) Complainant further states that: "...his employee indicated that he could repair the damage he caused the following day, I never heard back from the mover again ..." The mover agreed to repair, at his discretion, a 1" x 2" piece of veneer and he did send complainant a text message in an attempt to arrange an appointment for the repair To date the complainant has failed to respond The mover is currently attempting to obtain a copy of his text messages from Verizon to substantiate his communication attempt.6- As it relates to complainant's allegation that no reasonable solution to the matter was offered by Allstarplease be advised that on [redacted] complainant directed email correspondence to [redacted] , CEO of Allstar Metro Movers wherein he requested $as a compromised settlement On 12/23/ [redacted] responded via email with a counter offer of $Clearly a solution to the matter was in fact offered,7- Complainant states that we refused to provide him with our insurance carrier information This is correct Complainant's claim is not covered by the general liability insurance It is, in fact, an issue of diminished value coverage Such coverage by the company is, as he states, limited to sixty cents per pound for items that are not excluded from liability This coverage is provided by the company not the company's general liability insurance carrier Complainant was fully aware of the limit of coverage by virtue of his receipt and his acknowledgement and acceptance of a confirmation document that he received two days prior to the actual move date (see attachments 4a & 4b)In conclusion, complainant entered into a contract titled: Moving Services Agreement (see attachment 5a & 5b) Paragraph clearly defines the limits of liability and coverage for damaged items Paragraph clearly states that claims of damage must be specifically noted on the face of the contract The "Releaseof Responsibility" document signed by complainant (see attachment 6) excludes liability of the Company for furniture items of particle/OSB board composition Complainant has previously indicated, and the movers have verified, that nearly all of complainant's furniture is of particle/OSB board composition for which the Company has been held harmless by complainantComplainant received and paid for eight hours of moving service.On 12/23/customer submitted a written settlement proposal based upon payment of $ In an effort to settle this matter, Allstar Metro Movers will agree to a settlement predicated upon payment of this amount and upon prior execution by customer of a Settlement Agreement and Release Of Claims document prepared by our attorney with the document remaining unmodified by complainant Offer and acceptance of the aforementioned terms shall not be construed in any manner as an admission of any liability by Allstar Metro Movers, LLC or affiliated persons Failing acceptance of the above outlined settlement and release by customer, Allstar requests binding arbitration under Revdex.com Rules of Arbitration

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After much consideration and investigation, I have determined that the response from [redacted] is not an acceptable nor reasonable resolution to my complaint. I have collected several photographs and documented the issues that I have addressed earlier. I cannot agree to terms that do not recognize the full amount of damage to my items, even if I am only entitled to recover the diminished value of my items. Also, I take issue with the information included in the response from Allstar that was patently false. I have compared my phone records with the statements made by ***, and can show that I did not receive any text messages or calls to repair my damaged items. I refuse to accept their account of the dispute when their recollection of the events is simply wrong.As a result, I am only willing to accept a settlement on their terms for no less than $600. Otherwise, I will proceed with filing a complaint in [redacted] to resolve the dispute for the full amount of damages to be determined by the judge, which will also include court costs. Regards, [redacted] ***

Allstar Metro Movers, LLC (Company) rejects Mr. [redacted] (Complainant) counter offer.  The Company's initial settlement offer is hereby rescinded and of no further force nor effect.   The Company hereby requests that this matter be heard at Revdex.com arbitration pursuant to the Revdex.com binding arbitration rules and guidelines.  Being that Complainant is an attorney, he clearly read and was able to comprehend the terms and conditions of all of the documents that governed the transaction and has elected to disregard them.  Demand is herby made of the Complainant that prior to arbitration he submit all alleged photos and sales receipts that include manufacturer model and item numbers for all alleged damaged items EXCLUDING items of particleboard/OSB composition as such articles were disclaimed by the Company and a written release of liability was granted by complainant.Company is fully prepared to respond to and answer any summons and complaint that Complainant wishes to bring in a court of competent jurisdiction.  Additionally, Company, through it's attorney, will be filing a complaint with the State Bar of Arizona for Complainant's violation of ER 8.4 Rules of Professional Conduct.

Our office contacted customer by phone today.  We have located the missing weights in our vehicle.  An appointment to repair a sectional sofa corner, a chipped wood area and to deliver the weights has been scheduled for 02/06/16 at 10:30 am.

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After much consideration and investigation, I have determined that the response from [redacted] is not an acceptable nor reasonable resolution to my complaint. I have collected several photographs and documented the issues that I have addressed earlier. I cannot agree to terms that do not recognize the full amount of damage to my items, even if I am only entitled to recover the diminished value of my items. Also, I take issue with the information included in the response from Allstar that was patently false. I have compared my phone records with the statements made by [redacted], and can show that I did not receive any text messages or calls to repair my damaged items. I refuse to accept their account of the dispute when their recollection of the events is simply wrong.As a result, I am only willing to accept a settlement on their terms for no less than $600. Otherwise, I will proceed with filing a complaint in [redacted] to resolve the dispute for the full amount of damages to be determined by the judge, which will also include court costs. Regards,[redacted]

Outlined below please find our response to the allegations asserted by complainant in the subject claim.1- Complainant states that I gave him "a phone quote for 3-4 hours of service and did not send someone in person to do a visual inspection."  First, intrastate moving companies traditionally...

do not conduct on-site estimates for apartments or homes less than 1600 square feet.  Additionally, complainant did not request an on-site inspection and estimate. Second, complainant was not given a "phone quote."  When he inquired as to the anticipated length of time to complete service I specifically told him that I could not provide an accurate window and that I could only advise him as to what the [redacted] time estimating chart indicated predicated upon the size of his dwelling and the logistical information that he had provided.  It should be noted that the information that complainant supplied in an online quote request via our web site included inaccurate and misleading information that severely impacted not only the estimated amount of time but the actual length of time required to complete service for him. Attachment   #1 is a copy of the first page of the quote request as displayed on our web site. Please note that the tenth question clearly asks: "Can we park within 120' (48 paces) of your door?" Attachment  #2 is a copy of the complainant's quote request submittal. Please note that on the thirteenth line on the right of the form complainant indicated "yes."  The reality is that all of his large furniture items could not be safely moved down two flights of stairs from his 3'd floor apartment to the closest access point that was over 120',  It was, in fact, necessary for the movers to navigate a hallway, two sets of steps, cross the length of the parking garage, use a freight elevator to ground level then dolly the furniture 50' to the moving vehicle a total of approximately 767' (see attachment  #3)  Additionally, two days prior to the moving service complainant   received a written confirmation document (see attachments #4a & 4b) that clearly states: "Allstar will endeavor to provide the appropriate sized vehicle, crew size and allotted service time based solely on the information you, the customer, have provided to us.  There is no guarantee of completion of service in only (1) trip nor the amount of time that it will take to complete service."   Furthermore, prior to the start of moving service the lead mover contacted me and advised that the loading portion of the service could potentially take six to seven hours due to the terrible logistics.  The lead mover was instructed by me to advise complainant of his time estimate, which he did.2- Complainant states that: "I inquired about whether I had to disassemble and wrap any furniture items, but I was told that I did not need to disassemble or pack the large items because they had materials they would bring to do it.  I did not realize until they arrived that none of my items would be packed with proper protective materials, but instead, they just put loose blankets on top of the items before putting them in the back of the trailer."  Claimant was advised that the movers could disassemble and reassemble any items that he requested them to.  Claimant did not request "packing" service and there was no discussion concerning packing service.  Complainant's furniture items were padded with industry standard heavy weight moving pads that were held in place as needed by mover's rubber bands.  The items were secured in the trailer with bungees and ratchet straps in the normal fashion.3- As it relates to complainant's allegation that the "movers carelessly scratched and scraped my furniture," paragraph 6 of the contract that the claimant signed specifically states: "Any claims of damage not made immediately upon completion of the moving service and specifically noted on the face of this Agreement shall be null, void and of no force nor effect." (see attachment #5b). Upon review of the face of the Agreement (see attachment #5a) you will note that the only notation indicates damage to a piece on the back of one dresser.4- Complainant states that the movers took excessive breaks and ultimately added 3 hours to the completions of the job   This is patently false!  First, I was personally in contact with the lead mover throughout the entire move.  The truth is that the movers did not take a single break.  In fact they only drank water during their long walks between moving items over 767' and their return walks to retrieve another item.  Based upon the [redacted] time charts the movers actually completed service is less time than the national average!5- Complainant states: "Upon delivery my items I noticed damage to several pieces ..'' Again, there is no notation of damage to several pieces on the face of the contracts pursuant to the required terms of the contract.  Complainant further states: "I called to discuss directly with [redacted].  He refused to accept any responsibility for the items . ." I refused to accept responsibility as it relates to alleged damage to any particle board/OSB furniture items because responsibility and liability was waived by complainant by his signature of a document titled: "Release of Responsibility," specifically the section titled: ''Above and Beyond." (see attachment #6) Complainant further states that: "...his employee indicated that he could repair the damage he caused the following day, I never heard back from the mover again ..." The mover agreed to repair, at his discretion, a 1" x 2" piece of veneer and he did send complainant a text message in an attempt to arrange an appointment for the repair.  To date the complainant has failed to respond.  The mover is currently attempting to obtain a copy of his text messages from Verizon to substantiate his communication attempt.6- As it relates to complainant's allegation that no reasonable solution to the matter was offered by Allstar. please be advised that on [redacted] complainant directed email correspondence to [redacted], CEO of Allstar Metro Movers wherein he requested $300.00 as a compromised settlement.  On 12/23/14 [redacted] responded via email with a counter offer of $125.00. Clearly a solution to the matter was in fact offered,7- Complainant states that we refused to provide him with our insurance carrier information.  This is correct.  Complainant's claim is not covered by the general liability insurance.  It is, in fact, an issue of diminished value coverage.  Such coverage by the company is, as he states, limited to sixty cents per pound for items that are not excluded from liability.  This coverage is provided by the company not the company's general liability insurance carrier.  Complainant was fully aware of the limit of coverage by virtue of his receipt and his acknowledgement and acceptance of a confirmation document that he received two days prior to the actual move date (see attachments 4a & 4b)In conclusion, complainant entered into a contract titled: Moving Services Agreement (see attachment 5a & 5b).  Paragraph 4 clearly defines the limits of liability and coverage for damaged items.  Paragraph 6 clearly states that claims of damage must be specifically noted on the face of the contract.  The "Releaseof Responsibility" document signed by complainant (see attachment 6) excludes liability of the Company for furniture items of particle/OSB board composition.  Complainant has previously indicated, and the movers have verified, that nearly all of complainant's furniture is of particle/OSB board composition for which the Company has been held harmless by complainant. Complainant received and paid for eight hours of moving service.On 12/23/14 customer submitted a written settlement proposal based upon payment of $300.00.  In an effort to settle this matter, Allstar Metro Movers will agree to a settlement predicated upon payment of this amount and upon prior execution by customer of a Settlement Agreement and Release Of Claims document prepared by our attorney with the document remaining unmodified by complainant.  Offer and acceptance of the aforementioned terms shall not be construed in any manner as an admission of any liability by Allstar Metro Movers, LLC or affiliated persons.  Failing acceptance of the above outlined settlement and release by customer, Allstar requests binding arbitration under Revdex.com Rules of Arbitration.