Bailey's Holding Company

Complaint: [redacted] I am rejecting this response because:Upon reviewing the response from Baileys, there were many inaccurate statements that need to be clarifiedFirst, Baileys never sent out two repairmen for estimatesThey only sent one repairmanOnly one person came out and looked at our door and he was the repairman that stated "I can TRY to match the paint but because there aren't any paint codes and this is a custom painted door, it's not a guarantee that the paint will match exactly"He also stated that they would fix the holes and the frame with puttyThose repairs would not be "pre-loss" conditionBefore Baileys came out the door was brand newThe home was brand newHearing your repairman state that he could TRY but not guarantee the colors to match would not be pre loss conditionIn addition YOUR repairman stated that they would putty the holes and when there was a drastic weather change the putty would pop offAgain that would not be pre-loss conditionNext, I have never asked you (Baileys) or our builder for a new doorWe love our door and our new homeA new door was never requested on our partWe have never even talked to the builder about a door except for an estimate regarding the damages, therefore we have not asked either of you to provide a NEW door and certainly not for freeHowever, we are asking for you to take liability for the damages that occurred from your delivery driverWe never even denied the repairs we stated we were not going to accept them TRYING to match colors and putty in the holes that he admitted would pop off during drastic weather changesPre-loss condition is the condition of the residence BEFORE the damage occurredThe door was BRAND new without a scratch, hole, or chip on it before your driver damaged the door during the deliveryWe are asking that our door and frame are repaired by you to pre-loss conditionIn regards to the treatment per your claim team, she did curse at both my husband an I multiple times on the phoneWe tried explaining that we worked very hard to purchase our first new home, and she stated she didn't care about our new home and cursed at us numerous timesIn addition, she would hang up on us mid conversationBoth the delivery driver and the claims team were very unprofessional Sincerely, Stephanie And Li C [redacted]

“Customer C [redacted] , We do regret that you are still unsatisfied with our responseIn regards to your claim, we are receiving conflicting reports from you and our independent adjuster as far as what was said and done during the consultation at your home, but in this case, we must adhere to what we are advised by our adjustersAll of our estimates we received are based on the work described as being necessary by the in-home consultation by our adjusterIn your case, our adjusters have indicated that pre-loss condition is valued at $We reiterate that we are only responsible to return your damage to its pre-loss condition, certified by our independent adjuster as valued at $cash, or repair and you indicated that you would not accept the repair and for this reason, you have received a check for this amount to settle this claimAt this time, we must inform you that we cannot agree to any further amount and must close our claimWe hope you can understand our position and thank you for bringing your issue to our attention Thank you, Bailey’s Logistic Services”

We continue to work with the Mr [redacted] on this shipment We have several options that we are considering We have communicated with the customer that it will be delivered by September 13th This is beyond the terms of the delivery spread, which is unfortunate Allied Van Lines will compensate Mr [redacted] for the delay claim on this shipment - which is $per day Bailey's will attempt to get this serviced earlier, but at this point, we have agreed that it will be delivered by the 13th This has been a long delay, for which we apologize

To Whom It May Concern:In our first letter of response I noted that that Mr [redacted] had chosen the basic coverage of cents pound per item and that in order to receive claim compensation that he needed to fill out a claim form that we would email over to him That was emailed to him on Tuesday morning, September 19th We also attempted to call Mr [redacted] to talk to him about his claim, but the phone number that we have on file, which is the same number listed on his complaint, has been disconnected.We sincerely apologize for any damage caused during the course of their move with Bailey's/Allied Van Lines We try to handle all of our moves in a professional manner and are sorry that some times there is damage All shipments are given free valuation of cents per pound per article at no charge and then there are additional valuation options available to purchase These options are explained to each customer at the time their estimate is made Mr [redacted] opted for the cents per pound coverage and that is what his claim settlement will be based on, but in order to have a claim settled they must fill out a claim form and submit it to us within months of delivery of their goods To date, a claim form has not been submitted to us and therefore we have not been given the opportunity to resolve this shippers claim issues They can go directly to our website at Baleysallied.com and at the bottom of the page there is a link for customers to file their claim information When filing his claim he will need his move registration number which is [redacted] As you can see, Bailey's Moving & Storage is willing to try to resolve Mr [redacted] 's claims with a settlement being based on the coverage options he chose and signed for But in order to do that we need him to do his part and file his claim If there is anything else that Bailey's can do to help resolve Mr [redacted] 's concerns, please let us know.Sincerely,Christie B [redacted] General ManagerBailey's Moving & Storage891-296-

Complaint: ***
I am rejecting this response because: Allied/Bailey's has given me multiple dates for delivery of my goods, and has not yet lived up to those dates Allied/Bailey's has also told me that they will reimburse me for $ At this point, I have no faith in this company I will only accept this response and resolution with the successful delivery of my goods on Sept13, and the reimbursement they promised Until then I want to keep this matter open
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Upon reviewing the response from Baileys, there were many inaccurate statements that need to be clarifiedFirst, Baileys never sent out two repairmen for estimatesThey only sent one repairmanOnly one person came out and looked at our door and he was the repairman that stated "I can TRY to match the paint but because there aren't any paint codes and this is a custom painted door, it's not a guarantee that the paint will match exactly"He also stated that they would fix the holes and the frame with puttyThose repairs would not be "pre-loss" conditionBefore Baileys came out the door was brand newThe home was brand newHearing your repairman state that he could TRY but not guarantee the colors to match would not be pre loss conditionIn addition YOUR repairman stated that they would putty the holes and when there was a drastic weather change the putty would pop offAgain that would not be pre-loss conditionNext, I have never asked you (Baileys) or our builder for a new doorWe love our door and our new homeA new door was never requested on our partWe have never even talked to the builder about a door except for an estimate regarding the damages, therefore we have not asked either of you to provide a NEW door and certainly not for freeHowever, we are asking for you to take liability for the damages that occurred from your delivery driverWe never even denied the repairs we stated we were not going to accept them TRYING to match colors and putty in the holes that he admitted would pop off during drastic weather changesPre-loss condition is the condition of the residence BEFORE the damage occurredThe door was BRAND new without a scratch, hole, or chip on it before your driver damaged the door during the deliveryWe are asking that our door and frame are repaired by you to pre-loss conditionIn regards to the treatment per your claim team, she did curse at both my husband an I multiple times on the phoneWe tried explaining that we worked very hard to purchase our first new home, and she stated she didn't care about our new home and cursed at us numerous times. In addition, she would hang up on us mid conversation. Both the delivery driver and the claims team were very unprofessional
Sincerely,
Stephanie And Li C***

“Customer C***, We do regret that you are still unsatisfied with our responseIn regards to your claim, we are receiving conflicting reports from you and our independent adjuster as far as what was said and done during the consultation at your home, but in this case, we must adhere to what we are advised by our adjustersAll of our estimates we received are based on the work described as being necessary by the in-home consultation by our adjusterIn your case, our adjusters have indicated that pre-loss condition is valued at $175. We reiterate that we are only responsible to return your damage to its pre-loss condition, certified by our independent adjuster as valued at $cash, or repair and you indicated that you would not accept the repair and for this reason, you have received a check for this amount to settle this claim. At this time, we must inform you that we cannot agree to any further amount and must close our claimWe hope you can understand our position and thank you for bringing your issue to our attention. Thank you, Bailey’s Logistic Services”

We continue to work with the Mr*** on this shipment. We have several options that we are considering. We have communicated with the customer that it will be delivered by September 13th. This is beyond the terms of the delivery spread, which is unfortunate. Allied Van
Lines will compensate Mr*** for the delay claim on this shipment - which is $per day. Bailey's will attempt to get this serviced earlier, but at this point, we have agreed that it will be delivered by the 13th. This has been a long delay, for which we apologize

To Whom It May Concern:In our first letter of response I noted that that Mr*** had chosen the basic coverage of cents pound per item and that in order to receive claim compensation that he needed to fill out a claim form that we would email over to him. That was emailed to him on Tuesday morning, September 19th. We also attempted to call Mr*** to talk to him about his claim, but the phone number that we have on file, which is the same number listed on his complaint, has been disconnected.We sincerely apologize for any damage caused during the course of their move with Bailey's/Allied Van Lines. We try to handle all of our moves in a professional manner and are sorry that some times there is damage. All shipments are given free valuation of cents per pound per article at no charge and then there are additional valuation options available to purchase. These options are explained to each customer at the time their estimate is made. Mr*** opted for the cents per pound coverage and that is what his claim settlement will be based on, but in order to have a claim settled they must fill out a claim form and submit it to us within months of delivery of their goods. To date, a claim form has not been submitted to us and therefore we have not been given the opportunity to resolve this shippers claim issues. They can go directly to our website at Baleysallied.com and at the bottom of the page there is a link for customers to file their claim information. When filing his claim he will need his move registration number which is ***. As you can see, Bailey's Moving & Storage is willing to try to resolve Mr***'s claims with a settlement being based on the coverage options he chose and signed for. But in order to do that we need him to do his part and file his claim. If there is anything else that Bailey's can do to help resolve Mr***'s concerns, please let us know.Sincerely,Christie B***General ManagerBailey's Moving & Storage891-296-

“Customer C***, We are sorry to hear of your complaint regarding our claims processIn reviewing the claim, we have found the following: In the process of this claim, our claims team sent out for two different repair estimates and you sent out for a replacement estimateAfter receiving
these estimates back, both repair estimates indicated they would be able to repair the damage to the legal requirement, which is pre-loss conditionThe higher of these two estimates was listed as $We also have word from one of our independent adjusters that you indicated that you did not want to bother with a repair and would petition your builder to issue a free new doorAfter this case, it appears that your builder indicated that they would be able to replace for the value you have indicated and not for free as you suggestedPlease note that we are not obligated to purchase a new door as this value would exceed pre-loss condition and is thus not our legal responsibilityWe must reiterate our policy which is clearly stated on our website on the page which you used to issue a claim request form to us which states: "Remember, we are only able to accept claims for which we are legally responsibleWe will work with you to determine if we can process your claim but please be aware that we may or may not be able to take liability for your specific claim." In your case, we accepted liability for the claim and we have issued you a check for the value of the estimates we received per your instruction that you did not want repair by our adjusters and would opt only for a new doorAs always, you are free to choose the method of repair or replacement that you feel best meets your needs, but our company liability is limited to restoring your property to its pre-loss condition, which was indicated by our independent adjusters as a repair valued at $For this reason we have issued this paymentWe are sorry that you are unhappy with our decision, but at this time, we are not able to accommodate any further payment. In regards to your treatment per our claim team, we have reviewed our files and have found no evidence of cursing or maltreatment by our claims team as you mention, nevertheless we will review our customer service policies with our claims team and we thank you for bringing this to our attention. Thank you, Bailey's Logistic Services”

Complaint: ***
I am rejecting this response because: They responded to the overcharge but what about all the damages to my belongings
Sincerely,
*** ***

The below email was sent to *** *** this morning. We will send him over information in regards to filing a claim as well as be happy to discuss with him any additional concerns he may have. Mr***, This is in receipt of a Revdex.com Complaint that we received in regards
to your move from West Jordan, UT to Caldwell, ID I tried calling you but the phone number I have on file has been disconnected I want to apologize on behalf of Bailey’s Moving & Storage and myself for the problems you experienced during your recent move with us. I am sincerely sorry to hear that you were dissatisfied with your moving experience. We are committed to providing all of our customers with upmost professionalism and the highest level of service. Even with a very low claims ratio, any time things are being moved there is substantial risk for damage, therefore you are given valuation options before your move We do hope to avoid all damages but unfortunately it sounds as though you did have some. After reviewing your file I see that you opted for the basic coverage of cents pound per item. If order for you to receive this compensation, we do need you to fill out a claim form. I will have your move coordinator, Amy, email this information over to you today so that you can file one, if you haven’t already done so. You also noted that Bailey’s kept increasing your price. You did have a guaranteed price which was originally $13,000.00. There was a change order increasing the price to $13, for on-van storage, due to the fact that you had a delay in being able to move into your home in Caldwell, ID We understand that sometimes things can happen when moving into new homes, such as delays in closings, and we always try to accommodate our customer’s needs the best we can. There is a cost involved when some of these delays happen and we do have to pass these costs on to our customers when it’s not caused by anything we did. If there are other issues that need to be addressed, please don’t hesitate to contact me. We do appreciate your business and are truly sorry that you experienced dissatisfaction during your move process. Sincerely,Christie B*** Christie B*** North Salt Lake - General Manager Direct: Email: [email protected] Website: http://www.baileysallied.com here