My regrets for any frustration Mrand Mrs*** have experienced in resolving their claimThe wall damage was not documented on the paperwork nor was it communicated by the crew to dispatchOur claims person was unaware a problem even existed until Mrs*** contacted him directly months after
the move date date of 5/16/He believed this was the first attempt to file a claim and it was denied because of the length of time that had transpiredCoakley Brothers' policies regarding claims and other important details are clearly outlined on the "Local Move Guidelines" handout given to every customerI spoke with Mr*** the last week of August for the first timeWe discussed the details of the claim and his perception that somebody was aware of it and working to resolve itI agreed that given the circumstances and miscommunication on our part that Coakley Brothers would be responsible for repairsI told Mr*** to expect a call from our claims person the following weekMessages were left on both Mrand Mrs***'s phones on 9/2/at 9:AM requesting an inspection timeWe have yet to hear back from either of them, but will continue to try and resolve the claim to their satisfaction. *** *** *** *** ***
My apologies I overlooked the initial alert. My accounting department verified that the refund was issued on September 28th. This was a long distance move and final accounting is not done locally but by the van line's corporate office. Unfortunately, the...
seasonality of the moving industry slows paperwork processing speed during the peak season. This particular move took an exceptionally long time and created unnecessary frustration for Deanna, for that I am very sorry. It is my understanding that the move itself went well and final charges came in under estimated. My sincerest regrets that our last interaction and the one that should have been the easiest, was negative especially when we got the difficult part right. Deanna was very enjoyable and a pleasure to work with making this all the more disappointing.
I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs....
[redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Revdex.com:How can the driver be certain when more than 20 boxes were not marked, and when he pushed us to sign off on the delivery because he was running late for [redacted]? I think he is taking advantage of us because my,husband is disabled and we have very little money and he knows that it is stressful for my husband to fight this. The fact is,my story hasn't changed. We have at least 2 missing boxes. I want them to reimburse us.
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.]
Regards,
[redacted]
[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 is satisfactory to me.
Regards,
[redacted]
How do I go about receiving the refund? Thank you so much for your help!
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.
Regards,
[redacted]
My regrets for any frustration Mrand Mrs*** have experienced in resolving their claimThe wall damage was not documented on the paperwork nor was it communicated by the crew to dispatchOur claims person was unaware a problem even existed until Mrs*** contacted him directly months after
the move date date of 5/16/He believed this was the first attempt to file a claim and it was denied because of the length of time that had transpiredCoakley Brothers' policies regarding claims and other important details are clearly outlined on the "Local Move Guidelines" handout given to every customerI spoke with Mr*** the last week of August for the first timeWe discussed the details of the claim and his perception that somebody was aware of it and working to resolve itI agreed that given the circumstances and miscommunication on our part that Coakley Brothers would be responsible for repairsI told Mr*** to expect a call from our claims person the following weekMessages were left on both Mrand Mrs***'s phones on 9/2/at 9:AM requesting an inspection timeWe have yet to hear back from either of them, but will continue to try and resolve the claim to their satisfaction. *** *** *** *** ***
My apologies I overlooked the initial alert. My accounting department verified that the refund was issued on September 28th. This was a long distance move and final accounting is not done locally but by the van line's corporate office. Unfortunately, the...
seasonality of the moving industry slows paperwork processing speed during the peak season. This particular move took an exceptionally long time and created unnecessary frustration for Deanna, for that I am very sorry. It is my understanding that the move itself went well and final charges came in under estimated. My sincerest regrets that our last interaction and the one that should have been the easiest, was negative especially when we got the difficult part right. Deanna was very enjoyable and a pleasure to work with making this all the more disappointing.
I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs....
[redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Revdex.com:How can the driver be certain when more than 20 boxes were not marked, and when he pushed us to sign off on the delivery because he was running late for [redacted]? I think he is taking advantage of us because my,husband is disabled and we have very little money and he knows that it is stressful for my husband to fight this. The fact is,my story hasn't changed. We have at least 2 missing boxes. I want them to reimburse us.
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.]
Regards,
[redacted]
The driver is certain and documentation verifies that all items loaded on the truck at origin delivered to destination.
[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 is satisfactory to me.
Regards,
[redacted]
I accept the message from Coakley brothers....
How do I go about receiving the refund? Thank you so much for your help!
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.
Regards,
[redacted]