Bailey's Moving & Storage

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

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 storage. Warehouse storage is handled very differently and requires a different form of process that you might expect for a mini stg. your items are vaulted and stacked. You had 8 vaults and that was explained to you. This is considered a large shipment. Each vault has to be removed searched through and repacked and restocked prior to the next vault being opened. It is a timely process. After many back and forth emails my staff broke protocol and authorized you to not be present.  That should not have happened. But all of your concerns could have been prevented had you or [redacted] 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 presence. We 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.

Complaint: [redacted]
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 claim. This is a better forum to resolve the issue. It is documented and does not subject your customer to further insults and poor customer service over the phone, by [redacted]. It is unreasonable that you would only offer one method and person to communicate to. If you have questions that need to be answered, ask them here and I am happy to respond. Why 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 questions. Your company had already lied about what was said over the phone. My preference is to keep the communication in a written format. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/23) */
Travel time to and from shippers residence has always been a billable time. The 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 time. The time sheet showed a 1 hour lunch, which the shipper acknowledged when she signed the time sheet. This hour was never charged for. A credit of $234.00 has been applied to her credit card. We 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 charged. However, I want to clearly state that the salesman DID NOT communicate with us about the travel time as being billed. This amount should be added to their quote for future customers so there is no confusion about it. Thank you.

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 [redacted], 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 such. Again we are sincerely sorry for the inconvenience this has caused you.

Initial Business Response /* (1000, 6, 2015/08/13) */
Mr [redacted],
We are sorry to hear of you displeasure with our claims process. We seek to resolve all claims in a timely manner. However, after investigation, we show a very different timeline of events than the one you mention:
On 6/25 at...

3:32 PM you submitted a request for claim via our website
on 6/26 the claim was reviewed internally
on 6/26 at 10:23 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 7/2 Our department made effort #1 to contact you via phone, no answer and we left a VM
on 7/8 our department made effort #2 to contact you via phone and set up inspection for 7/10
on 7/10 Our investigator arrives on site to gather picture evidence and statements
on 7/11 We begin second portion of internal investigation
on 7/22 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 claim. We 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 7/23 the restoration company alerts us that you have refused their services indicating that you will perform repairs yourself
on 7/27 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 liability. We are also unsure of how you want to proceed. We 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 Adjusters. This 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 forward. We are still awaiting your decision. If 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 7/10. Any communication attempted was by me. Baileys as well as The Home Depot have pictures supplied by myself as well as a member of baileys management team. Any request for someone to come back into my home 3 months later is not an acceptable response. Baileys as well as the home depot have swept my issues under the rug since day 1. Updates were never given. Every time I called baileys I had to explain the story as well as the damage. This 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 of. Im also confused how you are able to produce records of someone coming out to my home on 7/10 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 mitigate. We waited over
a month for communication but nothing. When 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 situation. Its about a company taking responsibility for its poor service and product. Baileys 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 [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 statements. At this time there is nothing more we can offer.
Thank you,
Bailey's Logistic Services

Complaint: [redacted]
I am rejecting this response because:
Per the supp[redacted]d email thread, we clearly did not refuse to an appointment to be present while our items were removed from the 8 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 [redacted]), 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 7 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,
[redacted]

Great team, professional, knew their business, protected our house and floors - one of the best teams we've had in 8 moves.

Dear Ms [redacted],I am sorry for your frustration.  There is nothing further that my office can do to assist you. Claims are handled by our claims Manager Matt M[redacted]. Your sewing table was settled out at your request with cash for the repair amount of $350.00 per the attached letter. Matt would be...

happy to call and schedule the repair on your behalf if you so wish. Unfortunately 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 promised. We 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 review. This outlines your options going forward.   https://www.fmcsa.dot.gov/sites/fmcsa.dot.gov/files/docs/Rights-and-Responsibili...⇄ I am very sorry for your frustrations and confusion on the process.  I sincerely wish you Happy Holidays. Please do feel free to contact Matt [redacted] 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

Initial Business Response /* (1000, 6, 2015/10/27) */
Mr [redacted],
Thank you for contacting us and we are truly sorry that your experience has not been agreeable. In order to more fully understand your situation, we'd like to gather more information about your specific claim. Our 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 events. Once 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