Beltmann Moving & Storage Company

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.[The statement in my claim to this business and the complaint I sent to the Revdex.com was that using the per-item check-off list was not required (per the driver) given we had insurance and we could claim damaged or missing items through the claim process.  The business sales point of contact OR customer service never mentioned when I asked that the process was - "sign-now for full acceptance of all items". The business' view that we should be able to identify missing or damaged items in close to 200 boxes at the time the items were being unloaded is not reasonable or practical in nature.  I have moved 5 times in the past through corporate relocations and first time I am experience this.  There are various items missing I did not call out in the Revdex.com complaint, however, the main are of concern is the missing dishware.  We have 8 saucers / teacups and their associated plates that are all missing (the complete set) of what is a pattern no longer being made or available.  We can get something close to the pattern but not the actual matching items.  I claimed $600 to replace the complete set but feel $350 (vs. the $200 offered) is acceptable if the business is willing to do that.  [redacted] place setting that is close to our pattern (again, not the same) is listed at approx. $99.99 per setting at [redacted] (we purchased ours through [redacted]); hence, it reality and not including the specialty items included in our set like gravy bowels, platters, etc., the full replacement is "well over" the $600 we claimed, however, given the business is willing to offer a good faith offer, to us a reasonable offer of $350 is closer to what I would consider acceptable.  An Word version of the claim background is included too in this response.Regards,[redacted]

We will reimburse the customer for $350.00 to resolve this issue.Sincerely,[redacted]

I have spoken to our driver (20 year veteran) and he states that he didnt make the suggestion about not using the inventory check off sheet.  But in an effort to assist in customer satisfaction, we will offer a $200 goodwill gesture to help replace the missing items.  Please let me know if...

this is acceptable to [redacted].Sincerely,[redacted]General ManagerBeltmann Relocation Group[redacted]

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.[The statement in my claim to this business and the complaint I sent to the Revdex.com was that using the per-item check-off list was not required (per the driver) given we had insurance and we could claim damaged or missing items through the claim process.  The business sales point of contact OR customer service never mentioned when I asked that the process was - "sign-now for full acceptance of all items". The business' view that we should be able to identify missing or damaged items in close to 200 boxes at the time the items were being unloaded is not reasonable or practical in nature.  I have moved 5 times in the past through corporate relocations and first time I am experience this.  There are various items missing I did not call out in the Revdex.com complaint, however, the main are of concern is the missing dishware.  We have 8 saucers / teacups and their associated plates that are all missing (the complete set) of what is a pattern no longer being made or available.  We can get something close to the pattern but not the actual matching items.  I claimed $600 to replace the complete set but feel $350 (vs. the $200 offered) is acceptable if the business is willing to do that.  [redacted] place setting that is close to our pattern (again, not the same) is listed at approx. $99.99 per setting at [redacted] (we purchased ours through [redacted]); hence, it reality and not including the specialty items included in our set like gravy bowels, platters, etc., the full replacement is "well over" the $600 we claimed, however, given the business is willing to offer a good faith offer, to us a reasonable offer of $350 is closer to what I would consider acceptable.  An Word version of the claim background is included too in this response.Regards,[redacted]

Review: My problem is associated with my relocation from [redacted] to [redacted] in March of 2014. Our home's content packing was on 3/10/14 and loading was on 3/11/2014. At the time of our signing of the contract with [redacted] Beltmann Group, we opted for insurance coverage (damaged or lost) of our home contents. [redacted] has been responsive on damaged items, but with respect to lost items they are now claiming that given we signed off on at the time of delivery that we (the consumer) are obligated to cover lost items. What I would like to clarify is that at delivery the acceptance was of our contents "as delivered" and on that document a notation was made that "the shipper refused check off the #" (which we were told by the [redacted] driver that a per box inventory was not necessary - a copy of this form is available to the Revdex.com if needed) , however, that said and understood it is unreasonable and unrealistic for us to have known any specific item was missing. As it turns out, there were some items missing which I flagged to [redacted] on April 3, 2014 once we (my wife and I) had the opportunity to go through over a 100 boxes (not sure on the exact number but probably close to 200). The [redacted] driver never mentioned that our acceptance of the delivery would void any missing claims in the future. As a matter of fact he only stated that we were accepting delivery and future claims could be filed once we unboxed the items. Customer Service mentioned the same option of being able to file a claim when I requested a trace be performed on our missing dishware (emails reflecting this available too if needed). I find it unreasonable that [redacted] / Beltmann would expect the consumer to know "to the box level" that a box out of hundreds of boxes is missing. Many of the boxes were labeled dishware; hence, we assumed all of our dishware was delivered which most was. From the shipment, all 8 cups and 8 saucers are missing of what is unfortunately a discontinued pattern. The claim amount is with the assumption all of the set may need to get replaced. I provided [redacted] / Beltmann feedback as early as possible (within a month) of the missing items. The response from [redacted] moving services is as follows:

" We have traced for the dishware, housewares and vacuum reported missing and can find no indication any loss occurred while the shipment was in our possession. A trace was completed and it was negative. As such we are in a position where we must be able to document any loss claimed and in this instance we have not been able to do so. Further, there were no written exceptions noted at delivery by you to verity this loss. Therefore, we cannot accept liability."Desired Settlement: I would like [redacted] / Beltmann to replace our missing dishware as identified or have insurance coverage of their reasonable value.

Business

Response:

I have spoken to our driver (20 year veteran) and he states that he didnt make the suggestion about not using the inventory check off sheet. But in an effort to assist in customer satisfaction, we will offer a $200 goodwill gesture to help replace the missing items. Please let me know if this is acceptable to [redacted].Sincerely,[redacted]General ManagerBeltmann Relocation Group[redacted]

Consumer

Response:

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.[The statement in my claim to this business and the complaint I sent to the Revdex.com was that using the per-item check-off list was not required (per the driver) given we had insurance and we could claim damaged or missing items through the claim process. The business sales point of contact OR customer service never mentioned when I asked that the process was - "sign-now for full acceptance of all items". The business' view that we should be able to identify missing or damaged items in close to 200 boxes at the time the items were being unloaded is not reasonable or practical in nature. I have moved 5 times in the past through corporate relocations and first time I am experience this. There are various items missing I did not call out in the Revdex.com complaint, however, the main are of concern is the missing dishware. We have 8 saucers / teacups and their associated plates that are all missing (the complete set) of what is a pattern no longer being made or available. We can get something close to the pattern but not the actual matching items. I claimed $600 to replace the complete set but feel $350 (vs. the $200 offered) is acceptable if the business is willing to do that. [redacted] place setting that is close to our pattern (again, not the same) is listed at approx. $99.99 per setting at [redacted] (we purchased ours through [redacted]); hence, it reality and not including the specialty items included in our set like gravy bowels, platters, etc., the full replacement is "well over" the $600 we claimed, however, given the business is willing to offer a good faith offer, to us a reasonable offer of $350 is closer to what I would consider acceptable. An Word version of the claim background is included too in this response.Regards,[redacted]

Business

Response:

We will reimburse the customer for $350.00 to resolve this issue.Sincerely,[redacted]

Review: We have moved from [redacted]. On Tuesday, July 9, 2013, Beltmann Group had [redacted] load the moving truck and head towards our home in [redacted]. On July 11, 2013, we received a phone call from Beltmann Group stating that their driver is broke down in [redacted] and that they are out of service. After a few days of going back and forth with the company about an estimated delivery time, they finally told us that Monday, July 15, 2013 will be our delivery date. On Monday, July 15, 2013, I placed a phone call to Beltmann Group asking about the status of our items. After asking, they told me that the dispatcher lied about the whereabouts of our items, that their truck never broke down, and that the truck with our items was in [redacted]. Based on the conversation this morning, they are planning to leave sometime today, but won't arrive until Wednesday July 17, 2013, or Thursday, July 18, 2013. While we understand things happen (e.g. trucks breaking down), we are very upset that we were lied to us about the whereabouts of our items, and now we are faced with some addtional costs with the move.Desired Settlement: I want a 50 percent discount on our agreed upon price due to the fact that 1) they lied, 2) they did not even attempt to honor the contract. In addition, I want them to pay for the items that we need to live in our empy homes. Specifically, this includes car seats (ours are stuck in Arizona since they never left), air mattresses for my family members, linens and pillows for the air mattresses, and pots and pans needed to cook food in our house. While they have agreed to pay for these items, they have not agreed to pay for the car seats that we are without due to them not fulfilling the contract.

Business

Response:

Mr. [redacted] was loaded on 7/9 and the orginal delivery spread was to take place between 7/12-7/15. We were alerted to the issue regarding the driver on 7/12. The [redacted]n agent out of [redacted] transfer was hauling our customer's shipment. They internally had issues with the driver and he was terminated. We told Mr. [redacted] of the situation on 7/12 and send him information on a delay claim since his shipment was going to deliver outside of the delivery spread. Now the shipment will deliver on Friday 7/19 and Mr. [redacted] will be eligiable for reimbursement of items he purchased, i.e. air mattress. Our office and [redacted] Transfer have been in touch with Mr. [redacted] and he is aware of the delivery taking place this coming Friday.

Please feel free to call me at ###-###-#### with any additional questions.

General Manager

Beltmann Relocation Group