Bailey's Moving & Storage

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ Mr [redacted] , We are sorry to hear of you displeasure with our claims processWe seek to resolve all claims in a timely mannerHowever, after investigation, we show a very different timeline of events than the one you mention: On 6/at 3:PM you submitted a request for claim via our website on 6/the claim was reviewed internally on 6/at 10:AM you received an email from our claims department indicating that we are in process of your claim and someone would be contacting you for further investigation on 7/Our department made effort #to contact you via phone, no answer and we left a VM on 7/our department made effort #to contact you via phone and set up inspection for 7/ on 7/Our investigator arrives on site to gather picture evidence and statements on 7/We begin second portion of internal investigation on 7/you call our claim department to request update, we inform you that investigation is still ongoing, you inform us of your desire to escalate the claimWe inform you via follow up email at 3:43PM that investigation is still ongoing and we have assigned a mitigation company to begin restoration on 7/the restoration company alerts us that you have refused their services indicating that you will perform repairs yourself on 7/we follow up asking why you refused our cleanup company and asked what your plans were, you respond you "didn't know at this point"we asked if you wanted us to close your claim and you respond "you can do whatever you want"You indicate that you will try and escalate the claim After this timeline of events Mr [redacted] , we maintain our position that although we are taking liability for the damage caused, we are not able to assign payment that exceeds our legal liabilityWe are also unsure of how you want to proceedWe will maintain our position that you have two options for resolution of this claim, repairs performed in full by our restoration crews or a cash settlement equal to the amount of repairs assigned by our Independent AdjustersThis resolution process is standard to all claimants Our last communication with you on the matter indicates that you did not know what you to do moving forwardWe are still awaiting your decisionIf you have now decided, please contact our claims department with your decision on which of those two options you most prefer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Information provided is not correct.I have never recieved a phone call previous to 7/Any communication attempted was by meBaileys as well as The Home Depot have pictures supplied by myself as well as a member of baileys management teamAny request for someone to come back into my home months later is not an acceptable responseBaileys as well as the home depot have swept my issues under the rug since day Updates were never givenEvery time I called baileys I had to explain the story as well as the damageThis is an unfortunate situation and by the sounds of things im not the only one who has had issues and damage that was not been taken care ofIm also confused how you are able to produce records of someone coming out to my home on 7/and those records didnt exist when I called previous to 7/10.I was told nobody has been to my home to see the damage!!! According to baileys claim form instructions were to leave damage as is and not mitigateWe waited over a month for communication but nothingWhen I finally called I was yelled at and was told it was my responsibility to mitigate all damages!!! This is not a he said she said situationIts about a company taking responsibility for its poor service and productBaileys and the home depot have all the information to make it right Complaint Response Date bumped because: Holiday Final Business Response / [redacted] (4000, 13, 2015/10/07) */ Mr [redacted] , We have given all information pertinent to your case and have given you all available options that we have to resolve this claim in our previous statementsAt this time there is nothing more we can offer Thank you, Bailey's Logistic Services

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Mr ***, Thank you for contacting us and we are truly sorry that your experience has not been agreeableIn order to more fully understand your situation, we'd like to gather more information about your specific claimOur local manager will be in touch to schedule a time to view the damages in person and ask a few questions about the timeline of eventsOnce this is completed, we can determine the courses of action available at that time We thank you for your business and hope that we can resolve this claim to your satisfaction Thank you, Bailey's Logistic Services

I really appreciate the professional way these contractors took care of my belongings Jonathan *** is my relocation specialistHe was early for our appointment, walked me through the tedious paperwork as if it were a breeze and just really made a great impression on me Christian, Tay-Von, Lisa and the other two gentlemen knew what they were doing for the paand delivery of three items to my house June 12, I would recommend their services and expertise Thank-you for making this move an easy one!!

Don't let these people near your home
After retiring from the military, this company was selected by TMM to pack our home and store everything for about monthsDuring the packing process, it was obvious that the three young men representing this company had no idea what they were doingOne of them attempted to move our triple dresser and night stand down flights of stairs alone on a dollyThe result was our furniture falling off the dolly and being damagedWe should have just called their home office and put a stop to it right then and there
Once we received our furniture in September, it was worse than expectedEvery piece of our bedroom set except for one night stand was damagedChips, scratches, and pieces were missing from the woodThis bedroom set cost $5,in and was brand new from American Furniture Warehouse, including the king mattress and box springs which were black and cannot be cleanedThey never bothered to put it in a mattress boxThe packers/movers wrote down codes on their paper saying our mattresses were "soiled" and "dirty" which was not trueThe king bed was barely years oldIn addition to this nightmare, they "lost" our queen bed and box springI really hope the individual who store our bed is really enjoying itOnly the rails to the bed were deliveredThey told us that they are not liable for the missing bedWe never even received a return call to let us know one way or the other, just received a check in the mail today for $1,as a final settlement for the entire ordealWe replaced the queen mattress and box spring for a total of $986, leaving us a whopping $to have our furniture refinished, replace a vacuum cleaner, buy new glassware that they broke, and buy a new DVD player that was dented and has no open/close button
We are extremely disappointed and find this company deplorableI hope no one ever has to go through having almost every single thing they own damaged by careless, inexperienced people that don't care at all about their customers

Initial Business Response /* (1000, 6, 2015/10/27) */
Mr ***,
Thank you for contacting us and we are truly sorry that your experience has not been agreeableIn order to more fully understand your situation, we'd like to gather more information about your specific claimOur local manager will
be in touch to schedule a time to view the damages in person and ask a few questions about the timeline of eventsOnce this is completed, we can determine the courses of action available at that time
We thank you for your business and hope that we can resolve this claim to your satisfaction
Thank you,
Bailey's Logistic Services

We are very sorry for the inconvenience you have experienced with your beds not being reassembled upon delivery. We did immediately contact a company that we work with *** *** ***, on the delivery date, to contact you, survey the need and reassemble the furniture. It
is my understanding that they did come out to do the visual survey on Thursday last week. We do have a call in to find out why the reassembly has not been completed. Most often this occurs when or if the hardware needed is of a specialty nature and can not be obtained at the local hardware store.It is our intention to fully handle the reassembly and cost associated with suchAgain we are sincerely sorry for the inconvenience this has caused you

Initial Business Response /* (1000, 6, 2015/10/23) */
Travel time to and from shippers residence has always been a billable timeThe salesman said that he communicated this to the shipper but since there seems to have been some confusion and misunderstanding we have refunded the shippers credit
card for this timeThe time sheet showed a hour lunch, which the shipper acknowledged when she signed the time sheetThis hour was never charged forA credit of $has been applied to her credit cardWe are sorry that the billable time was not communicated to the shipper more clearly
Initial Consumer Rebuttal /* (2000, 8, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased that they refunded most of the money that I felt they over chargedHowever, I want to clearly state that the salesman DID NOT communicate with us about the travel time as being billedThis amount should be added to their quote for future customers so there is no confusion about itThank you

Complaint: ***
I am rejecting this response because: I have already received this email and it did not address my concerns the first time
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Per the supp***d email thread, we clearly did not refuse to an appointment to be present while our items were removed from the vaults.I'm not sure how our being there would have been beneficial anyway As mentioned in the email thread, we were requesting only a few large furniture items to stay behind and there was no need to go through boxes (all boxes were to be delivered to ***), the team at Baileys determined that our presence at the storage facility was not required.The real issue at hand is that Baileys did not proper inventory what was going into which vault, and as a result had to spend a full day going through all eight vaults to find the handful of items that were to be left behind Had Baileys inventoried what items were loaded into each vault, the warehouse team would have been better organized and would not have required a full day of searching for the items.The hours that was charged to us for having to search through everything to find the few items that needed to stay behind is a the direct result of Baileys failing to properly inventory what items were place in which vault.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I should not have to be verbally assulted and demeaned by one of your employees to receive resolution to my claimThis is a better forum to resolve the issueIt is documented and does not subject your customer to further insults and poor customer service over the phone, by ***It is unreasonable that you would only offer one method and person to communicate toIf you have questions that need to be answered, ask them here and I am happy to respondWhy would you want to keep a conversation to only verbal, if not to just continue the bullying, hoping I will go away. Its reasonable to ask me the questions here and have a written answer, or email me the questionsYour company had already lied about what was said over the phoneMy preference is to keep the communication in a written format.
Sincerely,
*** ***

When I found out that I needed to plan to move my 78-yr-old parents and their lifetime of stuff miles across country, I had no idea where to beginAs I was googling movers, I came upon Allied which had great reviewsI called the number and was told to expect a call from a local agentSince my parents lived in the middle of no where, the closest agent would need to come out of Colorado SpringsA few days later, I received a phone call from ***I immediately felt that he cared about our odd situation, and was going to be my hands and eyes on the ground in ColoradoHe called my parents and was kind and caring to their needs and their concernsThroughout the process, he called me with updates, helped us with questions, and tended to our concerns about how we could get from A to B without pawning our whole life in the processHe offered advise when asked, listened to stories and memories to calm fears, and became a close acquaintance and friendIn my husband's line of work, we have moved many times (nine long distance) and only one other time have we felt at complete ease about the processI would recommend that if you need to move your parents and their wonderful memories, you should call Allied and ask for *** ***He feels like part of our family now, and will continue to be considered a wonderful friendMy parents needed to feel secure and this man provided that with kindness, honesty, and care

Customer is accurate in saying that we did go out and inspect the damage Never did we admit liability but stated we would have a professional come out and give us a second opinion on what he feel caused the damage On the initial inspection we let the consumer know that we did not
understand how water from a drain line would have caused that much damage Especially since the team that saw the water leak, cleaned up the standing water This was confirmed by the consumer That the team did clean it up As soon as the professional went out he put together a bid to complete the work for damage When speaking with our third party claims department the professional also stated they were confused as to what the customer stated caused the damage The two stories didn't match up based off of the information given by the consumer Our claims department then elected to go back to the consumer to ask for additional information from the consumer The consumer refused to speak with the claims department, stating they just wanted their money We then let them know we could not move forward until we received additional information from the consumer regarding the claim The consumer refused to provide this information We would love to resolve this claim with communication from the consumer but we cannot if the consumer refuses to speak with us If the consumer will contact our claims department we can proceed with the settling of this claim

Great team, professional, knew their business, protected our house and floors - one of the best teams we've had in moves

Tell us why here...It is my understanding that we were hired to bring your complete shipment into our warehouse storage. We did this. At that time we were not notified that there would need to be items separated or identified for a separate delivery at a later dateIt is my
understanding that due to a divorce there were some items in our warehouse storage system that You wanted to have separated out and delivered to your wife/ex wife . We informed you that someone would need to be present to identify which items needed to be separated and delivered. You refused to make yourself available and wanted to give us a list. We advised you that that was not an option. Our staff at some point conceded to your request and allowed you to identify our inventoried items for us to remove. We removed every single item you identifiedwe delivered those items. At some point you stated that you were missing some items. Those items are indeed listed on the inventory but were not highlighted by you for delivery. We know exactly which vault each item on your inventory is in.This could simply be resolved by following our standard process of not allowing an access to the items in storage with out the party being present to identify ALL items that are needed. The inventory we prepare is not an itemized inventory nor would it be possible to itemize every single item placed within a carton in the home. We only inventory cartons and pieces of furnitureConsidering that you refused to be present to physically identify the items you wanted, we did the best that we could do with what you gave us to work with. Your expectations have been unrealistic. The inventory was thorough and complete by industry standards. We charged you simply for the time we took to complete the jobAny damage claims can be addressed through the channels and will be appropriately settled if there indeed is damage that we caused

Again, we are happy to move forward with this claim The consumer will need to work with *** to provide additional information in order to proceed As soon as this information is provided, *** will move forward with the claim

Initial Business Response /* (1000, 6, 2015/08/13) */
Mr ***,
We are sorry to hear of you displeasure with our claims processWe seek to resolve all claims in a timely mannerHowever, after investigation, we show a very different timeline of events than the one you mention:
On 6/at
3:PM you submitted a request for claim via our website
on 6/the claim was reviewed internally
on 6/at 10:AM you received an email from our claims department indicating that we are in process of your claim and someone would be contacting you for further investigation
on 7/Our department made effort #to contact you via phone, no answer and we left a VM
on 7/our department made effort #to contact you via phone and set up inspection for 7/
on 7/Our investigator arrives on site to gather picture evidence and statements
on 7/We begin second portion of internal investigation
on 7/you call our claim department to request update, we inform you that investigation is still ongoing, you inform us of your desire to escalate the claimWe inform you via follow up email at 3:43PM that investigation is still ongoing and we have assigned a mitigation company to begin restoration
on 7/the restoration company alerts us that you have refused their services indicating that you will perform repairs yourself
on 7/we follow up asking why you refused our cleanup company and asked what your plans were, you respond you "didn't know at this point"we asked if you wanted us to close your claim and you respond "you can do whatever you want"You indicate that you will try and escalate the claim
After this timeline of events Mr ***, we maintain our position that although we are taking liability for the damage caused, we are not able to assign payment that exceeds our legal liabilityWe are also unsure of how you want to proceedWe will maintain our position that you have two options for resolution of this claim, repairs performed in full by our restoration crews or a cash settlement equal to the amount of repairs assigned by our Independent AdjustersThis resolution process is standard to all claimants
Our last communication with you on the matter indicates that you did not know what you to do moving forwardWe are still awaiting your decisionIf you have now decided, please contact our claims department with your decision on which of those two options you most prefer
Initial Consumer Rebuttal /* (3000, 8, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Information provided is not correct.I have never recieved a phone call previous to 7/Any communication attempted was by meBaileys as well as The Home Depot have pictures supplied by myself as well as a member of baileys management teamAny request for someone to come back into my home months later is not an acceptable responseBaileys as well as the home depot have swept my issues under the rug since day Updates were never givenEvery time I called baileys I had to explain the story as well as the damageThis is an unfortunate situation and by the sounds of things im not the only one who has had issues and damage that was not been taken care ofIm also confused how you are able to produce records of someone coming out to my home on 7/and those records didnt exist when I called previous to 7/10.I was told nobody has been to my home to see the damage!!! According to baileys claim form instructions were to leave damage as is and not mitigateWe waited over
a month for communication but nothingWhen I finally called I was yelled at and was told it was my responsibility to mitigate all damages!!! This is not a he said she said situationIts about a company taking responsibility for its poor service and productBaileys and the home depot have all the information to make it right
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 13, 2015/10/07) */
Mr ***,
We have given all information pertinent to your case and have given you all available options that we have to resolve this claim in our previous statementsAt this time there is nothing more we can offer
Thank you,
Bailey's Logistic Services

I have attached the full string of emails that shows our employee communicated back and forth with your wife on numerous occasions. after that happened she also dealt with you on the phone. The objections provided to being present which were briefly mentioned in the emails were work related timing issues. We are not a mini storageWarehouse storage is handled very differently and requires a different form of process that you might expect for a mini stgyour items are vaulted and stackedYou had vaults and that was explained to youThis is considered a large shipmentEach vault has to be removed searched through and repacked and restocked prior to the next vault being openedIt is a timely processAfter many back and forth emails my staff broke protocol and authorized you to not be present. That should not have happenedBut all of your concerns could have been prevented had you or *** been present. We did remove all items highlighted and delivered them to her. Any items that were not highlighted could never have been identified without your presence. These are just the facts not an attempt to be confrontational. We did the best we could without your presenceWe did ask for your presence. The bottom line is that we did what we were asked to do the time we spent doing that would have been obvious to you if you had been here to witness the process as requested. We did not charge you for any service that was not provided

Dear Ms ***,I am sorry for your frustration. There is nothing further that my office can do to assist youClaims are handled by our claims Manager Matt M***Your sewing table was settled out at your request with cash for the repair amount of $per the attached letterMatt would be
happy to call and schedule the repair on your behalf if you so wishUnfortunately you cannot take the repair money and also have the table replaced. Replacement is only an option if a repair cannot physically be made. In this case a repair is available We apologize if you feel we failed to perform as requested. Unfortunately service actions can’t be corrected after the fact. Bailey’s has performed all the functions that we promisedWe provided the service we said we would and we have settled the claims that you have filed. My staff will not be able to assist you further If you choose to dispute the settlement we understand and fully support your initiation of arbitration per the contract. I have enclosed a link to your Rights and Responsibilities when you move, for your reviewThis outlines your options going forward. https://www.fmcsa.dot.gov/sites/fmcsa.dot.gov/files/docs/Rights-and-Responsibili...⇄ Again I am very sorry for your frustrations and confusion on the process. I sincerely wish you Happy HolidaysPlease do feel free to contact Matt *** if you wish to either have him schedule the repair on your behalf or help direct you toward arbitration of your claim settlement If you do not wish to contact Matt you can file for arbitration at www.moving.org on the Household Goods Dispute Settlement Program which Bailey's Moving & Storage is a participant. Sincerely Nancy