Berger Transfer & Storage

By recommendation I hired Berger for a move from Minnesota to CaliforniaI had sought out other companies and estimates, I unfortunately chose Berger based on the person who completed the estimateI made the mistake of not checking social media sites like [redacted] and the Revdex.comI had a similar experience to that of other people who provided a review on [redacted] and those who filed a complaint with the Revdex.comI agree with another person who stated that Berger uses financially deceptive methods as common business practiceI'd like to begin by suggesting that anyone who is considering using Berger, first educate themselves on their rights as a client with any moving companyThere is a booklet available and published, it can be downloaded at: https://www.fmcsa.dot.gov/protect-your-move/consumer-rightsAsk detailed questions, do not sign any documents from Berger until you understand everything you are being givenMy experience started with an employee, Dave, visiting my house and completing an estimateHe was at first kind and offered support, selling himself and the company as more of a family businessI knew I would need assistance packing some of my items, it was recommended I try do do as much packing, myself, as possible to keep the costs downI received an estimate, it was high level, I made my first mistake not asking for detail behind the labor and materials estimateAlso, the estimator, who claimed he had years of experience, does just that, he ESTIMATES your weight and number of boxesIn my case he grossly underestimated the weight; I had rented a large dumpster and filled it prior to moving, even still the weight was under by 200+ lbsI ended up packing up 75% of my home, the employees who packed the remainder of my home did a fantastic job, this is the only positive I can say about BergerHowever, with that said, my count of the number of boxes versus their count was differentI was charged per their count, despite my pleas with Berger to consider my own inventoryThe person, Mark, who picked up and packed the boxes and my household items was incredibly unprofessional, touting himself as extremely organized, and proud of his work ethicHe seemed more focused on this than the job itselfIn the end, he forgot some of my items he had packed in his cab, I had to drive from my home to his cab parked miles away on the side of the highway to retrieve my itemsThe inventory process he used, blue numbered stickers on all boxes, was horribly disorganizedThis driver asked me on delivery, in CA, to simply to sign the "bingo check off sheet" as it is referred to, rather than going through the process of inventorying every box receivedHe explained he was a reliable man, that he has never not delivered anything (despite that he had left my items, and forgotten about them, in his cab)He explained that he had to drop off quickly so he would not be charged an additional amount for a rental truck and hired help to unload my itemsMy recommendation here is to hold the driver and unpackers to their job, inventory everything that comes into your homeI was shocked when told how much I would have to payWhen I questioned Dave, who gave me the estimate, he immediately became defensive and replied, "Well, don't expect what you paid to go down to $0.00." Who, in this day and age, speaks to a customer this way? The discussion went from bad to worse at that point and I immediately requested to speak to someone else, Kevin, in the companyUnfortunately, I received the same type of responses from Kevin, he was unwilling to consider the data I had collectedUltimately I was overcharged just dollars below the 110% they can can charge any and all customersThey explained that this was due to both an increase in weight and their inventory of the number of boxes packed and usedThey were unwilling to consider my inventory counts, stating they trusted their inventory process and their packersAdditionally, Berger did not provide me with weight receipts, which by law they are required to do, until I requested themI also recommend Berger be held accountable for all documents they are required to provide to their clientsI waited over two weeks for these receipts and ANY explanation about the difference in costI was told over and over they were waiting on the driver to submit his paperworkSomewhere along the line Berger became or has never been customer focusedThey do not listen to their customers, or give their customers the benefit of the doubtYou will not get any answers after you have paid them for the move which is done immediately after the weighing without anything other than a high level verbal explanation with no paperwork to back it upI highly recommend against working with BergerSpare yourself what myself and others have gone through, find an honest mover who is willing to work with you

Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ We did a trace on this name and can't find them to be one of our customer's Could you please check and see if they have a Registration number for us? Or if they potentially had their move go under a diffent name? Please adviseLaura [redacted]

Initial Business Response / [redacted] (1000, 11, 2014/09/30) */ Hello, Thank you for the opportunity to respond to Ms***'s complaint Ms [redacted] is correct that she notified our office immediately that items were missing from their shipment We immediately notified the company who stored their shipment in New YorkUnfortunately, they did not initially find any of the missing items We received a claim form from Mr.and Mrs [redacted] on 9/1/ The claim was submitted to our insurer for handling Berger Transfer did not have any involvement in contacting the police to search through the ***'s house On 9/11/we received word that the warehouse in New York located a vault containing cartons that belonged to the ***'sThe vault was incorrectly scanned under another customer's name ( [redacted] ) We notified Mr***'s that a vault was located and delivery of the vault occurred on Monday, September 15thAn adjuster was assigned by our insurer to be present during the delivery of this vault to identify items that were claimed as missing which were found in the vaultThe process went on into Tuesday, September 16th Since this time, Mr.and Mrs [redacted] have emailed replacement quotes from the internet for their damaged items The adjuster assigned by our insurer has gathered all of the information and is compiling a report to submit to our insurer so they may begin to compensate Mrand Mrs [redacted] for the damaged itemsThe adjuster is trying to get this report completed and to our insurer by Tuesday, September 30th Additionally, our insurer called Mr [redacted] this morning to let him know that they are open to advancing them some compensation for their damages, however, they cannot do so based on the emails they have receivedThey need a report from the adjuster who was at the ***'s residence This has been a very unfortunate situationWe sincerely apologize to Mr.and Mrs [redacted] for the inconvenience and trauma this has causedTheir claim will be addressed by our insurerThey will let Mrand Mrs [redacted] know what if any additional information they will require in order to issue compensation for the items claimed The contact information for our insurer is as follows: [redacted] Marine Claims Adjuster [redacted] Chicago, Illinois USA Office: + [redacted] Fax: + [redacted] E-mail: [redacted] @agcs.allianz.com Thank you [redacted] Director of Claims Berger Transfer and Storage Phone) [redacted] @bergerallied.com

I have had a couple conversation with Mr*** 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 hrMinplus fuel charge On all the documentation that Mr*** signed, estimate, and bill of lading shows 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***’s copy he scanned to me matched the hours that he was billed for On 4/I e-mailed Mr [redacted] telling him that I also offered to refund hours of the time that he was charged On 3/ [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 $on Mr***'s CC and we will consider this mater closed [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] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Thank you for the opportunity to respond to Ms [redacted] 's complaintHer claim was handled by Allied Claim ServicesI have been in contact with Allied Claim Services and they have agreed to accept liability for the damage to Ms [redacted] 's sofaThey will work with her regarding this itemAllied Claim Services is also looking further into the missing table leavesThere are no table leaves on the inventories and the driver indicates that all items he loaded were deliveredAllied Claim Services will communicate their position regarding the claimed missing leaves once they have reviewed further Thank you Diane [redacted] Director of Claims Berger Transfer and Storage Phone) [redacted] @bergerallied.com

Initial Business Response / [redacted] (1000, 5, 2014/11/13) */ Contact Name and Title: [redacted] Dir of Cla Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @bergerallied.com Thank you for the oppotunity to respond to this complaintI have reviewed the documentation and my findings are as follows With regard to the delivery date of Ms [redacted] 's shipmentHer shipment loaded on 9/15/The delivery spread that was agreed upon prior to her move was 9/18-I am not certain who promised her shipment would be delivered in days or if this was a misunderstandingThe paperwork is signed by Ms [redacted] as receiving her goods on 9/23/We apologize if there was any miscommunication Regarding Ms [redacted] 's claim for loss and damageI found that her claim was handled by [redacted] Claim Department [redacted] conducted a trace in an attempt to locate the claimed missing tote containing toiletry itemsUnfortunately the trace was negativeNo items were documented as missing on the paperwork at the time of deliveryValuation for a move does not cover nondocumented missing itemsNo one is saying that Ms [redacted] is lying about her missing items, they are simply not covered with valuationAdditionally, the broken items claimed were in a packed by owner totePacked by owner items are also not covered by valuation, as the items were not packed by the carrierI contacted the [redacted] Adjustor's supervisor about the Adjuster not following up with Ms [redacted] regarding another box and sewing machine about which she emailed the adjustorThe supervisor reviewed the situation and advised the Adjustor to send a follow up letter regarding the additional missing items claimedThe disposition is the same as for the missing tote originally claimed We are very sorry Ms [redacted] is missing itemsRegretfully there is not coverage for items not noted as missing at deliveryThe inventories have the following instructions at the bottom of the IMPORTANT NOTICE: Before signing - check shipment, count items, and describe loss or damage in space on the right aboveIf for any reason you were not given the opportunity to inspect this shipment, you should call this toll free number, XXX-XXX-XXXX I have checked all the items listed and numbered on this page inclusive, and acknowledge that this is a true and complete list of the goods tendered, and of the state of the goods received This concludes my review and response in this matter Best regards, [redacted] Director of Claims Berger Transfer and Storage Phone)XXX-XXX-XXXX [redacted] @bergerallied.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid them over $8,to move my householdIt took them over a week when their driver told me it would be three daysOn top of that now I am out the money I paid them and the money I paid for the missing and broken itemsI don't feel it is fair Final Business Response / [redacted] (4000, 9, 2014/11/24) */ The charges for the move were for services that were provided to you Ms [redacted] Your shipment was delivered within the contractual number of days that were agreed upon prior to your move Unfortunately, [redacted] Van Lines [redacted] not be issuing a settlement for your missing itemsI contacted a supervisor at [redacted] Claim Department and she confirmed their position remainsWithout documentation on the paperwork that items were not received, the Van Line has no way to verify that items were lost in transitIt is the customer's responsibility to check off their shipment at deliveryThis is the consumer's mechanism to notify the van line that items were not deliveredWe must have this documentation in order for the loss to be covered by valuationWithout a requirement such as this, a van line would have no way of knowing what a customer did or did not receiveWe are not saying that you are not missing the items, but that you did not document missing items as required [redacted] Van Lines does honor claims for missing items when the missing item(s) is documented on the paperworkWe wish our response could be more favorable [redacted] Director of Claims Berger Transfer and Storage

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] ***, 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 hours it took for [redacted] to move my things and $fuel You can refund me $ You receipt also states"LOCAL MOVE - BILL ON ACTUAL TIME" Good luck

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]

After speaking with friends that considered expressed they were looking into using Berger Allied for moving services, we quickly informed them of the unforgettably poor experience we had with them, as we would never, EVER, want someone else to be faced with the financial deceptions this company uses as common business practice We had hired Berger Allied for a move from Minneapolis to Chicago based on the knowledgeable service the gentleman provided when touring our home to provide an estimate, and because of the pricing which was a happy medium between more/less expensive companies Berger Allied priced two options for us: An estimate for them to do a full pack and move for us An estimate for us to pack and Berger Allied only to move We were told option was the most expensive and that price would not exceed that estimate, regardless of weight What we chose to do was do a hybrid of the two options and ended up packing 90% of our home, leaving only artwork and some misc items for their team to pack We fully anticipated that our final costs would land somewhere between the estimates We were quite surprised when it exceeded the first estimate When addressed with the company, we were given a breakdown of the materials used to pack our 10% of items, and the total weight (which was drastically underestimated by their “professional with countless years experience in estimates†) After countless back and forth discussions with the company, they could not provide any valid reason as to how they could give an initial estimate for them to do a full pack and move, and then end up charging us far more for a very limited pack and move If option was going to be in our best interest, we clearly would have selected that option – it would have saved us time, money, and effort on having Berger Allied do all the packing for us It became clear that this type of bait and switch tactic was how they operate business Anyone considering to use Berger Allied should be aware that this is what they deem as “years of knowledge†Pitiful

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

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ ***This shouldv'e gone through the Chicago Revdex.com, as both customer and this Berger location are in the Chicagoland area [redacted] Customer was refunded $since we came in under the estimated time, that is not mentioned in the complaintWe loaded and delivered the day requested by the customerAlso the customer stated they could not receive the delivery before noon Since we loaded and delivered on the dates agreed to by the customer and we did the move quicker than planned we have already refunded $The $figure is an arbitrary number the customer has requested and is no way a figure that was agreed to pre or post moveThis has been explained to the customer several times by at least separate people As far as the coordination of the moveThe move was completed and in fact our feedback from the crews were that the customer was happy with the move itself To resolve this if the customer can provide any documents where he is out of pocket $then we would be happy to resolve thisAgain it seems to be an "inconvenience" fee not an actual out of pocket expense We look forward to a resolution to this matter Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/09/29) */ The move was hours lateThere is no disputing thatBerger committed to a noon move in their contract and they showed up at 4pm after numerous calls by me to their officeI do not need to provide receipts of my other expensesWhat I needed was an on-time moveWhat I needed was the promised move coordinator being available to do work related to my moveUnfortunately those things were contract commitments that Berger did not meetThe hours trof $provided due to hours under estimate is due to our family preparation pre-move, which significantly benefited move hours incurredBerger owes me a credit in my opinion, I propose $150, I am open to a Berger proposal but it appears they do not wish to respond to their contract missesAs noted by Berger, actual movers were good, especially in light of their poor leadership team in the office, but of course, all work performed was hours later than stated in contract

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 $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 $(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.ethe 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/###-###-####

This company is inept as well as deceitful liars. It would take too long to catalog how they sent the wrong size truck, the wrong equipment (nothing to move a grand piano), ran out of pads, ran out of identification tags, dirtied the house and furniture with filthy hands and feet, lost (?stole) expensive articles, lied to us and failed to re-imburse us as promised. In one 24 hr. period they told us our goods were in [redacted] awaiting unloading, enroute to [redacted], and "I can't tell you exactly where they are because the office in [redacted] is closed." In fact the goods had not left [redacted]! On moving day, the dispatcher told me "a second truck is stuck in traffic but is on the way." The head of the moving crew told me right after he hung up that he had just spoken to the same person who had told him, no one was coming. They would send another truck sometime the next day. He said, "He is lying to you."The gen. manager also said that in addition to paying for a motel and meal (he gave us partial payment) "I'll of course adjust the bill for the inconvenience and upset this has caused you." He did no such thing. While they paid for the hardware they lost when they took the grand piano apart, they offered no money to have the piano repaired - multiple sticking keys from the piano left stand on its side up against the wall for one month, while we battled with them to arrange to have the piano legs put back on. Since we had no appraisal written down for the articles they lost, we received almost nothing for a very expensive chair.....who could get an appraisal on everything they own before they move?? After multiple conversations with several representatives from Berger I can assure you that absolutely no one in the company cares one bit about the consumer or providing good service. Finally, they never had me sign a bill of lading - something that is necessary in order for them to legally ship my goods. Stay away, far away from these people.

Hello, This customers claim is & was being handled by [redacted]. [redacted] makes the decision on the final settlements. This customer also booked their move with a different [redacted] agent. That agent could possible help as well if the customer doesnt feel the settlement they received was fair. If they want to re-open it & call us we can then discuss it as well. The customer can call me at ###-###-#### & I can connect them with the claims department. Thank you & have a great day![redacted]

Hello [redacted], We will pull this file & review it. We do take customer compliants serious. We do have a claims process which includes a home evaluation by a third party repair firm. It appears that the evaluation was done & it was determined the damage was pre-existing which lead to the...

denial. Our Operations Manager does not approve any claim to personal items or property damage over the phone with including our claims department due to the process. If it was called into him I am sure that is how the customer got the information to fill out a claim to get the process started but I am certain there were no promises to repair from him as he knows the process. We will review this claim again & contact the customer. Do we need to update you again after that? Thank you & have a great day! [redacted]General Manager

The WORST moving and storage experience we've ever had! (And we've moved across country 5 times in 20 years.) They damaged or destroyed over $5,000 of our goods, pointed the finger elsewhere, and nickled & dimed us in the claim department. We received 20% of the value of our damages. Although we purchased full replacement cost insurance, according to Berger claims, it didn't apply to our circumstances, and wasn't valid. Not valid for when they SHOVED our items into storage, or SHOVED them onto the delivery truck. Even the delivery guys were dumb-founded how the damages could have even occurred. DO NOT USE this company. EVER. Cannot stress this enough.

This company is inept as well as deceitful liars. It would take too long to catalog how they sent the wrong size truck, the wrong equipment (nothing to move a grand piano), ran out of pads, ran out of identification tags, dirtied the house and furniture with filthy hands and feet, lost (?stole) expensive articles, lied to us and failed to re-imburse us as promised. In one 24 hr. period they told us our goods were in [redacted] awaiting unloading, enroute to [redacted], and "I can't tell you exactly where they are because the office in [redacted] is closed." In fact the goods had not left [redacted]! On moving day, the dispatcher told me "a second truck is stuck in traffic but is on the way." The head of the moving crew told me right after he hung up that he had just spoken to the same person who had told him, no one was coming. They would send another truck sometime the next day. He said, "He is lying to you."The gen. manager also said that in addition to paying for a motel and meal (he gave us partial payment) "I'll of course adjust the bill for the inconvenience and upset this has caused you." He did no such thing. While they paid for the hardware they lost when they took the grand piano apart, they offered no money to have the piano repaired - multiple sticking keys from the piano left stand on its side up against the wall for one month, while we battled with them to arrange to have the piano legs put back on. Since we had no appraisal written down for the articles they lost, we received almost nothing for a very expensive chair.....who could get an appraisal on everything they own before they move?? After multiple conversations with several representatives from Berger I can assure you that absolutely no one in the company cares one bit about the consumer or providing good service. Finally, they never had me sign a bill of lading - something that is necessary in order for them to legally ship my goods. Stay away, far away from these people.

Review: Berger is the broker that moved me into my home in [redacted], AZ on 6/28/14. I called the movers days before to request additional floor coverings and to let them know that this was a 3 story move that required them to be careful with new paint, carpet and flooring. They did not cover nay of the floors adequately, scraped the newly epoxied garage floor (which I asked them to completely cover), the this sheet of plastic they put over the stair carpet ripped almost immediately and even though asked they did not fix the issue or put more down, and the paint in my freshly painted stairwells is gouged and scraped to the point where the stairwells need to be completely repainted. I called the cell phone of the operations manager the day of the move and told him that his movers were terrible and my carpet and paint was trashed and he assured me that e would have my stairwells repainted. I entered the claim to the [redacted] website and received an letter back form them that they have no idea when the damage was done and it was not reported to them and they denied any claim. They never emailed me for pictures nor called me for any information. The week before I received the claim denial I sent them pictures of the walls thinking they should have asked for them as well as the information to contact the operations manager for his approval. The broker on the ** side of this move came the day before, checked out the move and was prepared, respectful of my home and possessions. Berger was unprofessional, unprepared and rude and the worst mover I have ever seen. All the boxes were smashed and kicked in. I caught one of the movers kicking cardboard down my stairwell. The movers did nothing but complain all the time they were at my home (I had too much stuff, this was too hard, etc) and were very loud outside on breaks (you could hear them down the street) and left trash on my lawn - very disrespectful. They scratched my wood floors and the garage epoxy and I have paid to have these things fixed. But I was promised the painting would be paid for and the carpet should have been better covered. This was a $14,000 move - I deserved better service from Berger.Desired Settlement: Check to me for the proposal invoice form my painter to repaint the stairwells =$750.00 plus

$150.00 for carpet cleaning to clean stairs and elevator carpets

Business

Response:

Hello [redacted], We will pull this file & review it. We do take customer compliants serious. We do have a claims process which includes a home evaluation by a third party repair firm. It appears that the evaluation was done & it was determined the damage was pre-existing which lead to the denial. Our Operations Manager does not approve any claim to personal items or property damage over the phone with including our claims department due to the process. If it was called into him I am sure that is how the customer got the information to fill out a claim to get the process started but I am certain there were no promises to repair from him as he knows the process. We will review this claim again & contact the customer. Do we need to update you again after that? Thank you & have a great day! [redacted]General Manager

Business

Response:

Hello, This customers claim is & was being handled by [redacted] makes the decision on the final settlements. This customer also booked their move with a different [redacted] agent. That agent could possible help as well if the customer doesnt feel the settlement they received was fair. If they want to re-open it & call us we can then discuss it as well. The customer can call me at ###-###-#### & I can connect them with the claims department. Thank you & have a great day![redacted]