Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ ***, Read article c, of section The piece that has been broken off is part of the inspectionIf a person insinuates that, for example, dishes or stemware were broken during the course of a moving service provided, but throws away the damaged items, how can we assess the claim? It would be the equivalent to putting in an insurance claim on a storm damaged roof that you already had fixedIt simply doesn't work that way, I do not understand why this is so hard to understandThis was an already wrapped piece, how are we supposed to know if it wasn't a preexisting condition if the piece is not available? You don't throw out the dented fender on a car insurance claim before an estimate of repairs is submitted to the insurer, it's only standard practiceThe broken off piece is important to ascertain responsibility considering the circumstances of this damaged item Thank You, [redacted] General Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed the complaint about the artwork being broken with photos asking for explicit instructions on how to file the complaintI was told to send photos of the broken piece and that was all that was necessarydays later I was told that I needed to have all broken parts to file the complaint, including the piece that was broken offAt that point I no longer had the broken piece in my possesionThe frame was wrapped by Blankenship movers and moved out and was in perfect condition when they wrapped itTo say they have no proof of if it was broken before is incorrectThey moved it! Final Business Response / [redacted] (4000, 9, 2014/03/10) */ Blankenship Movers has followed all contractual protocol involving this customer's moveThe contract clearly states that we must be able to inspect all broken or damaged itemsThis must include any broken off piecesIt is no different than any other claim, and is standard procedureThe customer is erroneously stating that the piece was wrapped by Blankenship Movers, yet it was a pre-wrapped item, and she acknowledged this in her emails and correspondence to meBlankenship Movers has no interest in denying her claim, it serves us no purpose, but we must be able to inspect the damage in it's entirety to be able to make a proper determinationWe have not officially denied anything, and in fact are trying to work with her as best as our contract allowsWith a pre-wrapped item there should be no issues with having the broken off piece of frame as it would be in the wrappingIn fact, the customer even acknowledge pre-existing damage to a picture frame during the move, which I asked her about in the course of trying to make a determinationInitially she denied acknowledging any damage during the move, and I had to scan her a copy of her contract that she clearly signed off on indicating the damage and initialed itShe then said that was a different pieceIn addition, she signed off on the contract that everything was delivered in good condition at the end of the move, further indicating that the damaged piece in question was a pre-wrapped piece, NOT wrapped by Blankenship MoversAt this point where we are at is waiting for her to locate the missing broken piece as it's required for our inspection because it was a pre-wrapped item, not packaged by Blankenship MoversThere is no intent to deny the claim as long as all proper procedure is followedWe are in compliance with all of our contractual obligations and we would be happy to rectify this situation, but there is a predetermined process and we must abide by it, as must the customerOur hope and intent is that this gets resolved amicably, and we are certainly trying to within the parameters of our agreement Final Consumer Response / [redacted] (4200, 11, 2014/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blankenship wrapped and moved the art piece in a previous move and I have documentation for thisMy issue is that I was not told to keep any broken off pieces when I first contacted them about it being brokenI asked for explicit instructions on how to handle the complaint and was told that the only thing I needed was to take photos of the broken art frame and email them to themI have email documentation of all of thisIt wasn't until days later they claimed that I needed the broken piece as well to file the claim, I did not have at that timeI would have made sure I had the piece if I had been aware of this from the beginningI feel that they did not provide this information up front in an effort to get out of handling the insurance claim
Initial Business Response / [redacted] (1000, 5, 2014/06/24) */ Contact Name and Title: [redacted] GM Contact Phone: XXXXXXXXXX Contact Email: ***@blankenshipmovers.com First of all I am more than a little surprised at the complaint being filed in the first placeI have attached the completed invoice and the actual customer, [redacted] , signed off on the job and services provided as completed without issue or problem [redacted] is her mother who booked the job, but [redacted] is the customer and her mother was not even there for the services being providedWith that said, I tried multiple times to contact [redacted] , with messages left, to call me so I can understand what the problem was, and why she didn't indicate there was a problem once my staff was finished with the scope of workAgain, she signed off with no problems and neither my staff, nor myself had any idea there was any dissatisfaction? In addition, the couch was not going to fit into the entryways, my staff refused to "force" it through because we can not be responsible for damage to the building or the couch itselfThe customer never thought to measure the entryways at her new place to even see if her couch would fit through, which it did notThere is a fee for disposal of pieces, but [redacted] indicated that we should put it in the alley which we did, and this is why there is no charge for it on the invoiceThe items that were left in the closet were not left intentionally, the customer never indicated to my staff to go in there and retrieve themMy staff is as courteous and thorough as possible, but we do not open every door in a private home, they must indicate what we are movingThe one "guy not doing anything" was in actuality in the truck packing the material being brought down for transportThe mother is also trying to say that I quoted her only mins to an hour, this is absolutely not trueWe are no different than any other mover in the city, we all have a hour minimum, and then charge in minute increments thereafter, as her bill further showsThe only thing accurate in the mother's complaint is the box that dropped, which A) My staff cleaned up, and B) were told by [redacted] not to worry about it, which is also indicated by the signed off with no issue final billThe mother was never present for any portion of this job, which we completed per our contracted service agreementI feel she is simply trying to extort money out of us off of her bill, and unfortunately , we are legally not obligated to do anything per the signed contractWith that said however, I was making every effort to straighten this out with [redacted] , but she never returned my callsThis is our position on the matterWe have the rating and reputation we have because we always attempt to keep all customers happy and reasonably answer to all issuesWe were never afforded the opportunity with this customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I think its absolutely ridiculous they think I am making this complaint so I do not have to pay for a serviceThat is not true at allThe staff had a lack of communication with me which I did not appreciateI would like to be refunded for the minute break they took without bothering to tell me aboutI had to call them to find out where they wereThey also said they would take my microwave and boxes and they never did which I had to do myselfI also did inform them of the clothes in the closetIt was one of the first things I told themLastly, I told them not to worry about the broken materials meaning I would mop up the mess they madeI did not want to have to pay for more time of them mopping up all the oil that was spilled on my floorAs for the communication afterwards, I received one voicemail and that was just stating that they were busy and would call me back but I never received a phone call after that Final Business Response / [redacted] (4000, 9, 2014/07/03) */ I'm sorry, but this completely conflicts with the information my staff gave meOne of the staff on that job was our fleet manager who has been with our firm for yearsHe emphatically denies what she is saying, and YES, trying to get out of paying the bill is exactly what she is trying to do via her motherHer mother clearly stated she wants the entire bill refunded, and that is just not going to happenWe are completely within out legal contract parametersWe completed the service as contracted, the customer signed OFF on the contract as such, and indicated nothing of any problems on the remarks section of the contractI did not have any idea there was an issue of any kind until receiving an email from her mother, who was never present during the move in any capacityThe customer signed off with no problems, why do that if there were unresolved issues? In addition, I only left one voice mail, but made multiple calls/attempts to reach herWe always resolve issues that are our responsibility, and always have, which is why we have the ratings we haveWe have done literally 10's of thousands of moves over years of business, and our track record is fantasticI apologize for whatever it is the customer thinks we did, but it simply isn't accurateAs such, I will not offer any reimbursement because this is clearly a ruse being initiated and perpetrated by the mother after the fact in an attempt to extort money out of our firmThe customer, her daughter, had no issues with our work, staff, or end result as indicated on the final sign off on the contractShe even tipped the staff after the jobSorry, but this is not supportive of anything the mother is contendingOur brand performed as contracted
I called to tell the company that they broke my television and the manager said he would talk to the crew and get a back to meweek later, nothingThen I was told that they couldn't do anything because I didn't take out the extra insuranceSo basically I'm out $Their business practice and customer service stinks!
Initial Business Response / [redacted] (1000, 5, 2014/03/07) */ ***, Read article c, of section The piece that has been broken off is part of the inspectionIf a person insinuates that, for example, dishes or stemware were broken during the course of a moving service provided, but throws away the damaged items, how can we assess the claim? It would be the equivalent to putting in an insurance claim on a storm damaged roof that you already had fixedIt simply doesn't work that way, I do not understand why this is so hard to understandThis was an already wrapped piece, how are we supposed to know if it wasn't a preexisting condition if the piece is not available? You don't throw out the dented fender on a car insurance claim before an estimate of repairs is submitted to the insurer, it's only standard practiceThe broken off piece is important to ascertain responsibility considering the circumstances of this damaged item Thank You, [redacted] General Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed the complaint about the artwork being broken with photos asking for explicit instructions on how to file the complaintI was told to send photos of the broken piece and that was all that was necessarydays later I was told that I needed to have all broken parts to file the complaint, including the piece that was broken offAt that point I no longer had the broken piece in my possesionThe frame was wrapped by Blankenship movers and moved out and was in perfect condition when they wrapped itTo say they have no proof of if it was broken before is incorrectThey moved it! Final Business Response / [redacted] (4000, 9, 2014/03/10) */ Blankenship Movers has followed all contractual protocol involving this customer's moveThe contract clearly states that we must be able to inspect all broken or damaged itemsThis must include any broken off piecesIt is no different than any other claim, and is standard procedureThe customer is erroneously stating that the piece was wrapped by Blankenship Movers, yet it was a pre-wrapped item, and she acknowledged this in her emails and correspondence to meBlankenship Movers has no interest in denying her claim, it serves us no purpose, but we must be able to inspect the damage in it's entirety to be able to make a proper determinationWe have not officially denied anything, and in fact are trying to work with her as best as our contract allowsWith a pre-wrapped item there should be no issues with having the broken off piece of frame as it would be in the wrappingIn fact, the customer even acknowledge pre-existing damage to a picture frame during the move, which I asked her about in the course of trying to make a determinationInitially she denied acknowledging any damage during the move, and I had to scan her a copy of her contract that she clearly signed off on indicating the damage and initialed itShe then said that was a different pieceIn addition, she signed off on the contract that everything was delivered in good condition at the end of the move, further indicating that the damaged piece in question was a pre-wrapped piece, NOT wrapped by Blankenship MoversAt this point where we are at is waiting for her to locate the missing broken piece as it's required for our inspection because it was a pre-wrapped item, not packaged by Blankenship MoversThere is no intent to deny the claim as long as all proper procedure is followedWe are in compliance with all of our contractual obligations and we would be happy to rectify this situation, but there is a predetermined process and we must abide by it, as must the customerOur hope and intent is that this gets resolved amicably, and we are certainly trying to within the parameters of our agreement Final Consumer Response / [redacted] (4200, 11, 2014/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Blankenship wrapped and moved the art piece in a previous move and I have documentation for thisMy issue is that I was not told to keep any broken off pieces when I first contacted them about it being brokenI asked for explicit instructions on how to handle the complaint and was told that the only thing I needed was to take photos of the broken art frame and email them to themI have email documentation of all of thisIt wasn't until days later they claimed that I needed the broken piece as well to file the claim, I did not have at that timeI would have made sure I had the piece if I had been aware of this from the beginningI feel that they did not provide this information up front in an effort to get out of handling the insurance claim
Initial Business Response / [redacted] (1000, 5, 2014/06/24) */ Contact Name and Title: [redacted] GM Contact Phone: XXXXXXXXXX Contact Email: ***@blankenshipmovers.com First of all I am more than a little surprised at the complaint being filed in the first placeI have attached the completed invoice and the actual customer, [redacted] , signed off on the job and services provided as completed without issue or problem [redacted] is her mother who booked the job, but [redacted] is the customer and her mother was not even there for the services being providedWith that said, I tried multiple times to contact [redacted] , with messages left, to call me so I can understand what the problem was, and why she didn't indicate there was a problem once my staff was finished with the scope of workAgain, she signed off with no problems and neither my staff, nor myself had any idea there was any dissatisfaction? In addition, the couch was not going to fit into the entryways, my staff refused to "force" it through because we can not be responsible for damage to the building or the couch itselfThe customer never thought to measure the entryways at her new place to even see if her couch would fit through, which it did notThere is a fee for disposal of pieces, but [redacted] indicated that we should put it in the alley which we did, and this is why there is no charge for it on the invoiceThe items that were left in the closet were not left intentionally, the customer never indicated to my staff to go in there and retrieve themMy staff is as courteous and thorough as possible, but we do not open every door in a private home, they must indicate what we are movingThe one "guy not doing anything" was in actuality in the truck packing the material being brought down for transportThe mother is also trying to say that I quoted her only mins to an hour, this is absolutely not trueWe are no different than any other mover in the city, we all have a hour minimum, and then charge in minute increments thereafter, as her bill further showsThe only thing accurate in the mother's complaint is the box that dropped, which A) My staff cleaned up, and B) were told by [redacted] not to worry about it, which is also indicated by the signed off with no issue final billThe mother was never present for any portion of this job, which we completed per our contracted service agreementI feel she is simply trying to extort money out of us off of her bill, and unfortunately , we are legally not obligated to do anything per the signed contractWith that said however, I was making every effort to straighten this out with [redacted] , but she never returned my callsThis is our position on the matterWe have the rating and reputation we have because we always attempt to keep all customers happy and reasonably answer to all issuesWe were never afforded the opportunity with this customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I think its absolutely ridiculous they think I am making this complaint so I do not have to pay for a serviceThat is not true at allThe staff had a lack of communication with me which I did not appreciateI would like to be refunded for the minute break they took without bothering to tell me aboutI had to call them to find out where they wereThey also said they would take my microwave and boxes and they never did which I had to do myselfI also did inform them of the clothes in the closetIt was one of the first things I told themLastly, I told them not to worry about the broken materials meaning I would mop up the mess they madeI did not want to have to pay for more time of them mopping up all the oil that was spilled on my floorAs for the communication afterwards, I received one voicemail and that was just stating that they were busy and would call me back but I never received a phone call after that Final Business Response / [redacted] (4000, 9, 2014/07/03) */ I'm sorry, but this completely conflicts with the information my staff gave meOne of the staff on that job was our fleet manager who has been with our firm for yearsHe emphatically denies what she is saying, and YES, trying to get out of paying the bill is exactly what she is trying to do via her motherHer mother clearly stated she wants the entire bill refunded, and that is just not going to happenWe are completely within out legal contract parametersWe completed the service as contracted, the customer signed OFF on the contract as such, and indicated nothing of any problems on the remarks section of the contractI did not have any idea there was an issue of any kind until receiving an email from her mother, who was never present during the move in any capacityThe customer signed off with no problems, why do that if there were unresolved issues? In addition, I only left one voice mail, but made multiple calls/attempts to reach herWe always resolve issues that are our responsibility, and always have, which is why we have the ratings we haveWe have done literally 10's of thousands of moves over years of business, and our track record is fantasticI apologize for whatever it is the customer thinks we did, but it simply isn't accurateAs such, I will not offer any reimbursement because this is clearly a ruse being initiated and perpetrated by the mother after the fact in an attempt to extort money out of our firmThe customer, her daughter, had no issues with our work, staff, or end result as indicated on the final sign off on the contractShe even tipped the staff after the jobSorry, but this is not supportive of anything the mother is contendingOur brand performed as contracted
I called to tell the company that they broke my television and the manager said he would talk to the crew and get a back to meweek later, nothingThen I was told that they couldn't do anything because I didn't take out the extra insuranceSo basically I'm out $Their business practice and customer service stinks!