Berger Transfer & Storage Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Only after this complaint was filed did communication from Berger-Allied improveI will close this dispute when both of the shipments arriveI am still adamant that this whole mess could have been avoided if the original estimate had been more accurate and better communication between staffThe driver who loaded us on 21st June called his office to alert them to the fault in underestimating our loadI witnessed this call as he told them our original estimate was and he had an inventory of over So whomever he spoke too did not pass on this infoThe fault does not lie with us, we sold furniture that was on our original estimate (large seater sofa) in order to be under our estimate.
It wasn't until days before expected delivery, phone calls, to be told our shipment had been splitIf Berger-Allied had actually bothered to call and keep me updated none of this would be necessaryI understand the busy period and delays happen but please remember that the customer comes first and we're not just a nuisanceBerger-Allied needs to improve their customer service skills because in my opinion they have none I am pleased that we won't have to pay more to receive our shipment.
Regards,
*** ***

Hello,
The
paperwork signed by Mr*** supports the hours he was originally
charged. We offered to refund Mr*** the hours to take it down to the
hour min plus the fuel which he agreed he knew about in advance.
Having talked to everyone involved Mr*** is the only one who remembers anyone
agreeing to less than our standard min. The refund for hours
$was processed on his credit card.
***

I have had a couple conversation with Mr***. I have talked with *** *** the sales person and
the
crew that did the move. No one involved
at Berger Transfer & Storage ever agreed to waive the hrMinplus fuel
charge. On all the documentation that
Mr*** signed, estimate, and bill of lading shows hours plus fuel charge as
a minimum. Mr*** was charged based on
the documents he signed. Both the copies
in my office and Mr***’s copy he scanned to me matched the hours that he
was billed for. On 4/I e-mailed Mr
*** telling him that. I also offered to
refund hours of the time that he was charged.
On 3/*** in my office e-mailed him again asking if that was
acceptable so she could process a refund.
As of when she went home today we have not received a response.
I will have *** process the refund of $on Mr***'s CC and we will
consider this mater closed.
*** ***

Revdex.com:
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.
Regards,
[redacted]
[redacted], You are only going off of what [redacted] told you, that does not really seem to work for me.  You also never took into account for the wrong time [redacted] wrote on the form.  You can see the address given to [redacted] was incorrect.   I told you he did not arrive at 8am.  I have phone calls from him and text messages showing that he was at the wrong address.  He is overcharging me by an hour.  So there is a great deal lying that is going on within your business.  I will not pay anything over the 2 hours it took for [redacted] to move my things and $95 fuel.  You can refund me $540.  You receipt also states. "LOCAL MOVE - BILL ON ACTUAL TIME"  Good luck.

We are working to get Ms. [redacted]’s goods delivered.  Our customer service has been updating Ms. [redacted] since it was necessary to create the supplemental shipment and we had the driver’s schedule.   As part of our estimating process the customer is given a copy of the items listed room by room that they have indicated will be moved.  If this list was not accurate on what she intended to move it would have been helpful to let the sales person know.  We have accepted responsibility to get the items delivered and will.

Thank you for forwarding Mr. [redacted]'s complaint to our attention for review.  I am the Director of Claims at Berger Transfer and Storage, Greg Maher asked me to review the complaint and respond accordingly. 
Mr. [redacted] indicated in his complaint that his goods were unloaded at our...

warehouse and reloaded without his supervision.  This is incorrect.  His shipment stayed on the moving van.  An error did occur with his mattress and box springs, they were misdelivered into storage at our Berger Cincinnati warehouse with a companion customer's shipment.  Once this error was discovered we had the mattress and box springs returned to Mr. [redacted].  Because of the inconvenience, Mr. [redacted] purchased an air mattress to sleep on until his mattress and box springs arrived.  We have issued a check in the amount of $150.00 to Mr. [redacted] to reimburse him for this air mattress purchase.  We sincerely apologize this error occurred.  It is not typical in our handling of a shipment. 
Mr. [redacted] has referenced "unauthroized opening of personal packed items prior to the move".  I believe he is referring to a chair that was put inside of a wardrobe carton previously packed by Mr. [redacted].  The chair was placed inside the wardrobe carton to avoid an overflow and not take up extra space on the moving van.  The driver should have obtained authorization from Mr. [redacted] before proceeding with this procedure.  It did cause some of Mr. [redacted]'s clothing to be wrinkled and Mr. [redacted] has been reimbursed $105.00 (as claimed) for dry cleaning expenses.  We apologize for this incident.
Mr. [redacted] also indicates that he was not afforded an inventory checklist to make sure all items were delivered as promised, however, we do have a signed customer check off sheet in our imaging system.  The customer check off sheet is used to assist in verifying that all items on the inventory were received.  Mr. [redacted] did not utilize the check off process, but he did sign the form indicating that it was provided to him.  Additionally, he noted on this form that his mattress and box springs were not initially delivered.  A trace was done with the parties involved in handling Mr. [redacted]'s shipment along with contacting other customer's whose goods were on the same moving van.  The trace was negative.  None of the items Mr. [redacted] claimed as missing on his claim form were located.  Unfortunately, valuation does not cover missing items that are not documented as missing on the customer check off sheet the day of delivery.  Without such documentation, the carrier has no was to verify that the items were lost in transit.   Additionally, Mr. [redacted]'s claim was processed by Allied Claim Services.  I suggest that Mr. [redacted] submit a letter to the Review Board at Allied Claim Services requesting that they review his claim settlement (i.e. the denial of the missing items claimed) to determine if Allied would reconsider settlement for these items.  He may email his complaint to [redacted]@sirva.com and [redacted] will forward it to the Review Board.   Since missing items were not documented on the Customer Check Off Sheet, I believe the Review Board will uphold the denial of this portion of Mr. [redacted]'s claim, but it is an option should Mr. [redacted] wish to pursue this avenue.
Unfortunately, we will not be issuing a partial refund for the transportation of Mr. [redacted]'s goods.  All items noted as missing on the Customer Check off Sheet have been returned to Mr. [redacted].  We sincerely apologize for the mix up with the mattress and box springs. 
[redacted], Director of Claims, Berger Transfer and Storage/[redacted]@bergerallied.com/###-###-####

I have had a couple conversation with Mr. [redacted].  I have talked with [redacted] the sales person and the
crew that did the move.  No one involved
at Berger Transfer & Storage ever agreed to waive the 4 hr. Min. plus fuel
charge.  On all the documentation that
Mr. [redacted]...

signed, estimate, and bill of lading shows 4 hours plus fuel charge as
a minimum.  Mr. [redacted] was charged based on
the documents he signed.  Both the copies
in my office and Mr. [redacted]’s copy he scanned to me matched the 6 hours that he
was billed for.  On 4/27 I e-mailed Mr.
[redacted] telling him that.  I also offered to
refund 2 hours of the time that he was charged. 
On 3/2 [redacted] in my office e-mailed him again asking if that was
acceptable so she could process a refund. 
As of when she went home today we have not received a response. 
 
I will have [redacted] process the refund of $270.00 on Mr. [redacted]'s CC and we will
consider this mater closed. 
 
[redacted]

While I am sorry for the delay in Ms. [redacted]’s shipment.  We have been in constant communications with her.  It is not always easy to know a drivers exact schedule prior...

to load and her driver’s schedule was not know until 7/10 in the afternoon when he loaded from our warehouse.  Which is also when we found out it would be necessary to create a supplemental shipment.  She was appraised on 7/11 of the main shipment’s schedule.  We attempted to have the driver rerouted to meet her agreed delivery spread.  We have provided the Allied Van Lines customer service number which Ms [redacted] has contacted.  Her shipment has a delivery period of 7/16-7/20.  Per the contract AVL will compensate Ms [redacted] for the prescribed delay costs per the contract.  Ms [redacted] at no time has been told that we will not deliver without payment above the agreed upon amount.  It was not our intent to split her shipment.  Unfortunately the driver assigned to the shipment did not have room for as many items as Ms. [redacted] sent.  We have created a supplemental shipment which is in route.  We are working on the schedule for it.  With a shipments going from one country to another, in today’s high security status and being the busy season sometimes shipments are delayed.  Again we apologize for the delay and are working to get it to Ms [redacted] as soon as possible.

Thank you for forwarding Mr. [redacted]'s complaint to our attention for review.  I am the Director of Claims at Berger Transfer and Storage, Greg Maher asked me to review the complaint and respond accordingly. 
Mr. [redacted] indicated in his complaint that his goods were unloaded...

at our warehouse and reloaded without his supervision.  This is incorrect.  His shipment stayed on the moving van.  An error did occur with his mattress and box springs, they were misdelivered into storage at our Berger Cincinnati warehouse with a companion customer's shipment.  Once this error was discovered we had the mattress and box springs returned to Mr. [redacted].  Because of the inconvenience, Mr. [redacted] purchased an air mattress to sleep on until his mattress and box springs arrived.  We have issued a check in the amount of $150.00 to Mr. [redacted] to reimburse him for this air mattress purchase.  We sincerely apologize this error occurred.  It is not typical in our handling of a shipment. 
Mr. [redacted] has referenced "unauthroized opening of personal packed items prior to the move".  I believe he is referring to a chair that was put inside of a wardrobe carton previously packed by Mr. [redacted].  The chair was placed inside the wardrobe carton to avoid an overflow and not take up extra space on the moving van.  The driver should have obtained authorization from Mr. [redacted] before proceeding with this procedure.  It did cause some of Mr. [redacted]'s clothing to be wrinkled and Mr. [redacted] has been reimbursed $105.00 (as claimed) for dry cleaning expenses.  We apologize for this incident.
Mr. [redacted] also indicates that he was not afforded an inventory checklist to make sure all items were delivered as promised, however, we do have a signed customer check off sheet in our imaging system.  The customer check off sheet is used to assist in verifying that all items on the inventory were received.  Mr. [redacted] did not utilize the check off process, but he did sign the form indicating that it was provided to him.  Additionally, he noted on this form that his mattress and box springs were not initially delivered.  A trace was done with the parties involved in handling Mr. [redacted]'s shipment along with contacting other customer's whose goods were on the same moving van.  The trace was negative.  None of the items Mr. [redacted] claimed as missing on his claim form were located.  Unfortunately, valuation does not cover missing items that are not documented as missing on the customer check off sheet the day of delivery.  Without such documentation, the carrier has no was to verify that the items were lost in transit.   Additionally, Mr. [redacted]'s claim was processed by Allied Claim Services.  I suggest that Mr. [redacted] submit a letter to the Review Board at Allied Claim Services requesting that they review his claim settlement (i.e. the denial of the missing items claimed) to determine if Allied would reconsider settlement for these items.  He may email his complaint to [redacted].[redacted]@sirva.com and [redacted] will forward it to the Review Board.   Since missing items were not documented on the Customer Check Off Sheet, I believe the Review Board will uphold the denial of this portion of Mr. [redacted]'s claim, but it is an option should Mr. [redacted] wish to pursue this avenue.
Unfortunately, we will not be issuing a partial refund for the transportation of Mr. [redacted]'s goods.  All items noted as missing on the Customer Check off Sheet have been returned to Mr. [redacted].  We sincerely apologize for the mix up with the mattress and box springs. 
[redacted], Director of Claims, Berger Transfer and Storage/[redacted]@bergerallied.com/###-###-####

Hello,  We apologize for the delay in the delivery of your household goods.  We have your shipment scheduled to deliver today, Wednesday, July 5th and have also applied a $500.00 inconvenience credit to your charges. Thank you. [redacted]Director of ClaimsBerger...

Transfer and Storage###-###-####[redacted]

Hello,  Thank you for the opportunity to respond to Ms. [redacted]' complaint.  My name is [redacted], I am the Director of Claims at Berger Transfer and Storage.  Ms. [redacted]' claim was handled by Allied Van Lines' Claim Department.  I have reviewed the complaint, the paperwork...

for the move and the settlement letter sent to Ms. [redacted]' from Allied Van Lines' Claim Department.  I also spoke with the driver.  Ms. [redacted]' indicated that the beds were disassembled in front of her, however, the driver advised me that the bed in the daughter's room was already disassembled and the customer told him not to disassemble the master bed because it was already damaged and there was some additional hardware for the bed as a result and Mr. [redacted] was the only one who could disassemble this bed.  He did not remember a bed in the son's room.   Ms. [redacted]' claimed (Daughter's twin bed black Jaden bed - Scratched and cracked frame and headboard.  Stripped and missing screws, Son's twin bed black Jaden bed - Missing and stripped screw, bed is loose, headboard chipped and cracked).   Unfortunately, when a claim is filed the adjuster only has the paperwork for the move to go by to determine the pre-existing condition of items.  The driver inventoried the beds as DBO (disassembled by owner) no hardware.  He also documented preexisting damage to the beds.  The inventory noting DBO and the preexisting damage is signed by the customer.  If Ms. [redacted]' was not in agreement with the preexisting condition noted for her goods or that the beds were already disassembled, it should have been noted and documented the day of loading.  Additionally, the other items claimed by Ms. [redacted]' were wine glasses and a lamp shade.  These items were packed in cartons by the owner.  Additionally, no damage was documented to cartons on the day of delivery.  Without such notations, the carrier has no way to verify the damage to the packed items occurred as a result of carrier mishandling.  The carrier has no control over how the glasses and lamp shade were packed.
Regards,
[redacted], Berger Transfer and Storage/Direct line: [redacted], Toll free:  [redacted] ext. [redacted]

Hello,
The
paperwork signed by Mr. [redacted] supports the 6 hours he was originally
charged.  We offered to refund Mr. [redacted] the 2 hours to take it down to the
4 hour min plus the fuel which he agreed he knew about in advance. 
Having talked to everyone involved Mr. [redacted] is the only one who remembers anyone
agreeing to less than our standard min.  The refund for 2 hours
$270.00 was processed on his credit card. 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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.
Regards,
[redacted]
I reject the offer.  I also am tired of the snarky remarks "[redacted] seems to be the only one that remembers..." that is the unprofessional attitude that resembles the poor reviews and constant complaints towards this business.   On the receipt it states the wrong times that [redacted] the driver wrote down, along with the incorrect address.  All of those mistakes/inconsistencies are routinely ignored my [redacted] and he is obviously trying to hold as much of my money as he can.  I reject his offer and resent his poor attitude and sly remarks.

Revdex.com:
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.
Regards,
[redacted]
[redacted], 
You are only going off of what [redacted] told you, that does not really seem to work for me.  You also never took into account for the wrong time [redacted] wrote on the form.  You can see the address given to [redacted] was incorrect.   I told you he did not arrive at 8am.  I have phone calls from him and text messages showing that he was at the wrong address.  He is overcharging me by an hour.  So there is a great deal lying that is going on within your business.  I will not pay anything over the 2 hours it took for [redacted] to move my things and $95 fuel.  You can refund me $540.  You receipt also states. "LOCAL MOVE - BILL ON ACTUAL TIME"  
Good luck.