Braun Moving, Inc.

Generally speaking, a van line will provide a per diem rate
or actual receipts, whichever is less, for a delay in delivery caused by a
carrier
yes;"> Customer service informed the
shipper that an inconvenience claim form would be sent out from *** *** Lines and they would coordinate the review process.
Upon further conversation between customer service and
*** *** *** regarding the specifics of the situation, Braun was informed
that this extreme happening would be considered an “Act of God” and therefore,
not be subject to reimbursement. Upon
receipt of this information, on February 12th Braun issued the
following letter accompanied by a check to the shipper:
We would like to apologize for the delay in the delivery
of your household goods. In all of
Braun’s years of moving experience, never has such an unfortunate situation
happened with one of our drivers
Upon your delivery, a request was placed with *** *** *** for an inconvenience claim form to be sent out to you. Upon submission of the completed form with
receipts attached, *** *** *** would be able to process the claim
Upon further conversation with *** in claims at***,
it is my understanding that our driver having a heart attack is considered an
“Act of GOD”, hence no compensation is normally sent out.
Braun deeply values its relationships with customers and
employees. We understand that relocation
can be very stressful. We wish this
terrible, unforeseen event did not delay the arrival of your household
goods. As a measure of goodwill, Braun
will send you a check for $
Again, we deeply regret the inconvenience you experienced
as a result of the delivery delay of your household goods. Should you have occasion to move again, we
hope that you will give us the opportunity to provide the type of service for
which our company is known and recognized.
We appreciate your business and your patience throughout
the process. We wish you the best of
health and happiness in your new home

The industry standard for claims is a payout of .60 cents
per pound per article.  Full value protection is available to be purchased
and offered with different deductible options.  Full Value coverage
provides the most cost effective option of either 1) repair the article to the
extent necessary to restore it to the same condition as when it was received by
your mover, or pay you for the cost of such repairs; 2) replace the article
with an article of like kind; or 3) pay you for the cost of a replacement article
at the current market replacement value, regardless of the age of the lost or
damaged article.
 
Braun Moving, Inc. collected $75 for receiving and $150.00
for delivery.   No additional valuation coverage was selected and
paid for.  At the .60 per pound payout, the settlement is $90.00. 
Braun surpassed the proper legal settlement of $90.00 by issuing a credit to
their account of $225.00, noting that they could use this amount to have the
couch repaired for that exact amount.
 
Thank you
 
Robin B[redacted]

On the day of delivery, the...

customer called Braun and stated
that they were very pleased with the delivery crew and the careful handling of
his goods.  Also, the customer reported
that there was concealed damage when the package was unwrapped in the customer’s
home. On 9/30, [redacted]) requested that a
quote be obtained from a local furniture repair person.  On 9/30, the claims manager, Robin, contacted
a local repair firm.  The quote stated
that repair could be completed for $225.00.
 As no additional valuation was purchased, at the mover’s
standard liability for damage to goods in transit at .60 per pound, the
settlement for damage to a sofa would be $90.00.
 Braun could have collected the receiving fee of $75 and
delivery fee of $150 and then paid out a settlement of $125.00; however, Braun
offered to refund the $225 and allow that to be used to pay for the repair
instead.
 On October 7th, the below e-mail was sent to [redacted]
communicating all of the above information. 
On October 14th, a credit was issued for the $225.00 of
services and an e-mail was sent to confirm the completion of the credit.
 
From: Robin B[redacted]
Sent:
Wednesday, October 07, 2015 4:28 PM
To: '[redacted] |
[redacted]'
Subject: RE: POD
I apologize for any
miscommunication in regards to receiving procedures for this customer’s
order.  Often times, we have accounts that prefer for items received to
stay in their original packaging and be delivered out in same packaging.
 Please note that a mover’s
standard liability for damage to goods in transit is .60 per pound. 
Additional valuation can be purchased for higher coverage on deliveries.
 The customer was extremely pleased
with the delivery crew and witnessed careful handling of their goods. 
This damage was not even caused by Braun.
 However, in good faith Braun is
trying to help rectify the situation in a reasonable manner.  We did
contact a repair person who quoted a repair price of $225.00.  Braun is
willing to waive the fees for receiving and delivery of $225.00.  Instead,
those monies can be used to pay for the repair.  We are further willing to
facilitate the pickup and redelivery of the piece.
 Robin B[redacted]

Review: This is a copy of the e-mail I had to send to Braun/Stevens Moving Company after a delay in delivery of our home moved from [redacted] to [redacted]. The logistics manager had to be contacted to find out where our possessions were and if they were in a safe location. She was arrogant, and dismissive of our credible concerns. It was not a flower delivery but everything we owned in a truck somewhere. They did refund as per their contract only on a delay in deliver. I had to solicit an apology and when I submitted expenses we incurred after sleeping and eating on the floor for nearly two weeks, our receipts to sustain life were denied. I contacted the owner directly but received no response. We were lied to according to our driver that finally reached our destination. I find this entire service not only distasteful but completely without integrity.

Complaint submitted directly to Braun/Stevens Inc:

Now that we have been able to unpack and have our internet set-up, we would like to know the status of our refund for late delivery. Will we receive a check or rebate on our credit card?

Secondly, we are extremely disappointed in the service and was hoping to have received a survey or some sort of follow-up from Braun. We would have expected to hear from someone by now.

I was told some very disturbing truths about the delay starting from an ill employee then a back-up driver turning the job down, then to find out our delivery was bumped for a corporate job in [redacted]. In this case, I would expect more than the standard per diem rebate. Due to these circumstances, we had to incur $687.00 in purchases for items we would have had with a "normal" delay. Winter moves are expected to have hiccups based on weather, what I do not appreciate is being lied to. Having been in executive management in hospitality, my clients would have never accepted such lack of service without an apology or refunds above and beyond.

Please let us know as soon as possible about how to expect our contractual rebate and how Braun intends to make this disturbing situation right, again I have to ask. I did not feel our business was appreciated nor we were offered an apology. If the situation is not addressed in an appropriate time, I will take my review on line. This is not a threat but my right as a consumer, the customer service was horrendous to say the least. I was also made to feel as if I was a nuisance for trying to get an idea of where our possessions were, if they were on the side of the road, in a warehouse somewhere, I had to ask, unacceptable. This was not a bad meal, this was our lives and possessions in the hands of a moving company.

Sincerely, [redacted]Desired Settlement: To honor the receipts of the items we had to purchase that were on the moving van in said delay, estimated $687.00. They have the receipts. We had no means of cooking, sleeping, bathing. We did not even submit what we should have because we are decent people. Staying in a hotel with the time of the delay would have far out weighed the per diem allowance for shelter and sustenance . The arrogance and dismissal of what we endured is beyond reproach. I have two herniated discs and slept on the floor for close to two weeks. Horrendous service and once again, I had to ASK for at the minimum, an apology and how they were going to reimburse us for what they put in writing in the contract.

Business

Response:

Generally speaking, a van line will provide a per diem rate

or actual receipts, whichever is less, for a delay in delivery caused by a

carrier. Customer service informed the

shipper that an inconvenience claim form would be sent out from [redacted] Lines and they would coordinate the review process.

Upon further conversation between customer service and

[redacted] regarding the specifics of the situation, Braun was informed

that this extreme happening would be considered an “Act of God” and therefore,

not be subject to reimbursement. Upon

receipt of this information, on February 12th Braun issued the

following letter accompanied by a check to the shipper:

We would like to apologize for the delay in the delivery

of your household goods. In all of

Braun’s years of moving experience, never has such an unfortunate situation

happened with one of our drivers.

Upon your delivery, a request was placed with [redacted] for an inconvenience claim form to be sent out to you. Upon submission of the completed form with

receipts attached, [redacted] would be able to process the claim.

Upon further conversation with [redacted] in claims at[redacted],

it is my understanding that our driver having a heart attack is considered an

“Act of GOD”, hence no compensation is normally sent out.

Braun deeply values its relationships with customers and

employees. We understand that relocation

can be very stressful. We wish this

terrible, unforeseen event did not delay the arrival of your household

goods. As a measure of goodwill, Braun

will send you a check for $700.00.

Again, we deeply regret the inconvenience you experienced

as a result of the delivery delay of your household goods. Should you have occasion to move again, we

hope that you will give us the opportunity to provide the type of service for

which our company is known and recognized.

We appreciate your business and your patience throughout

the process. We wish you the best of

health and happiness in your new home.

Consumer

Response:

The Act of God is not being disputed. What is being disputed is the lie to the second delay that was told to us by the driver when we finally received our delivery. As an employee at the time, we were told our delivery was bumped for a better paying corporate customer AND the back-up driver for the unfortunate gentleman who was taken ill turned the job down. We are not vile people and understand the illness, it is the compounded misrepresentation and falsifications in delays causing us the additional expenses on top of the contracted delay clause. No one is accepting the lies, therein is the issue. Someone needs to be accountable for misrepresentation.

Review: We contracted with Braun Moving in August 2015 for a White Glove Delivery of a sofa and area rug which was to be shipped from our showroom in [redacted], ** to their warehouse. Elsa provided detailed pricing - $75.00 to receive and inspect the sofa and rug / $150.00 for the inside delivery and placement in the customers home.

The order was delivered to Braun Moving on September 9, 2015 and signed for without exceptions by Braun Moving. Elsa contacted our showroom to confirm receipt of the order and let us know that it was scheduled for in home delivery on Saturday September 19, 2015. Our manager reiterated our request to have the sofa opened and inspected prior to delivery - Elsa confirmed that this would take place.

On Saturday September 19, 2015 we received a phone call from the customer, not Braun, that the sofa was damaged but left in their home. The arm on the sofa was broken, and there is a hole in the fabric underneath, and they were told by the delivery people that they had to deal directly with the retailer to get it fixed or replaced.

Both the customer and Braun confirmed that the sofa was never unwrapped or inspected prior to delivery, in fact the sofa was unwrapped for the first time on the customer's deck, even though they charged us $75.00 to receive and inspect the sofa and they were asked on two occasions to make sure this happened.

While we cannot prove who actually damaged the sofa, we do know that it left our showroom in good condition., Braun is of course liable because they signed for it in good condition when it arrived. Because Braun let this sofa sit in their warehouse for ten days without performing the job they were contracted to do, we have no recourse to file a concealed damage claim because the deadline is five days.

We have a thread of emails between our showroom and Elsa and Robin at Braun where they admit their mistakes but will not do anything to remedy the situation. They have refunded the delivery charge however we are left with a customer that is demanding a replaced, not repaired sofa. This will result in our company having to pay for a second sofa, delivery and pick up charges and the disposal of a damaged sofa 300 miles away. Our attempts to contact the owner of Braun Moving, Phil Braun with reasonable suggestions to remedy this problem for our customer have resulted in numerous unanswered voice mails from us, and as of October 16, 2015, Robin simply hangs up on us when we call and ask for the owners voice mail or email address.

We have also tried to contact Katie at Stevens Worldwide who appears to be the Corporate Headquarters and our three phone calls over the last week have been ignored. The level of disrespect and unprofessional behavior is astounding. We deal with local movers and white glove delivery services all over the country and have never, ever dealt with such rude, unprofessional people.Desired Settlement: Our desired outcome was to work with Braun to get our customer taken care of, including sending the replacement sofa to them, have them deliver and then pick up the damaged sofa which they could repair or donate and have them reimburse us for the charges incurred by their mistakes. This would require the owner to take our phone calls, which he will not do.

Business

Response:

On the day of delivery, the customer called Braun and stated

that they were very pleased with the delivery crew and the careful handling of

his goods. Also, the customer reported

that there was concealed damage when the package was unwrapped in the customer’s

home. On 9/30, [redacted]) requested that a

quote be obtained from a local furniture repair person. On 9/30, the claims manager, Robin, contacted

a local repair firm. The quote stated

that repair could be completed for $225.00.

As no additional valuation was purchased, at the mover’s

standard liability for damage to goods in transit at .60 per pound, the

settlement for damage to a sofa would be $90.00.

Braun could have collected the receiving fee of $75 and

delivery fee of $150 and then paid out a settlement of $125.00; however, Braun

offered to refund the $225 and allow that to be used to pay for the repair

instead.

On October 7th, the below e-mail was sent to [redacted]

communicating all of the above information.

On October 14th, a credit was issued for the $225.00 of

services and an e-mail was sent to confirm the completion of the credit.

From: Robin B[redacted]

Sent:

Wednesday, October 07, 2015 4:28 PM

To: '[redacted] |

[redacted]'

Subject: RE: POD

I apologize for any

miscommunication in regards to receiving procedures for this customer’s

order. Often times, we have accounts that prefer for items received to

stay in their original packaging and be delivered out in same packaging.

Please note that a mover’s

standard liability for damage to goods in transit is .60 per pound.

Additional valuation can be purchased for higher coverage on deliveries.

The customer was extremely pleased

with the delivery crew and witnessed careful handling of their goods.

This damage was not even caused by Braun.

However, in good faith Braun is

trying to help rectify the situation in a reasonable manner. We did

contact a repair person who quoted a repair price of $225.00. Braun is

willing to waive the fees for receiving and delivery of $225.00. Instead,

those monies can be used to pay for the repair. We are further willing to

facilitate the pickup and redelivery of the piece.

Robin B[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I used Braun [redacted] for my interstate move. Due to improper packaging,, my furniture was damaged. Due to improper identification, items were lost.

An maple dining room table that we value was damaged during our move. I paid extra for the gentlemen to pack my goods. Regardless, the gents ought to know how to carefully wrap and protect the legs of a table. That is part of any movers responsibility. One of the legs was damaged. I have attempted to get [redacted]s to recognize the damage and have it repaired, yet they hide behind a deductible for their warrantee. I am sorry, I do not agree that a deductible is in play when there is damage due to carelessness.

Further, two items were lost. A piece of luggage that contained within it a [redacted] exercise platform. Granted that neither of these has a tremendous monetary value, but it is their responsibility to try to locate them. By the way, it was their gents that saw fit to store the [redacted] board inside the bag in the first place, instead of putting a piece of luggage and an electronic device in a box! I reached out by phone twice and then with a "required form" to try to get them to locate the bag. I seems to me that it should not have been all that difficult to make a few phone calls - to the warehouse and the other homes that were on the same trailer truck - and have those people look for the bag. Nope! They hide behind the deductible again and have the audacity to claim that they did not page the device in the bag, I must have. Both of these cases could have been cleared up so easily, but they force me to seek your help with a resolution.Desired Settlement: I want compensation so that I can have the table repaired by a knowledgeable wood re-finisher. I want Braun/[redacted] to locate the bag that went lost, of to be compensated for replacements for the two items.

Business

Response:

Review: Held delivery of household goods hostage for increased payment in violation of their "estimate/order for service" . No bill of lading weight.

[redacted] of Braun Moving, Inc. provided a quote for packing and shipping our household goods. The first quote provided on approx. 8/20/2012 was:

Transportation: 13,930 pounds, 1103 miles for $6722.27 and cartons at $527.91 for a total of

$7,250.18

In early September we requested a revised quote as several larger pieces of furniture and other innes had been sold after the original quote. On 9/8/2012 we were provided a quote of:

Transportation: 11,949 pounds, 1103 miles for $5976.55 and cartons at $459.49 for a total of

$6436.04

After the shipments was in transit we received a call from Braun informing us the delivery would not be made unless we paid them $8373.05 with a credit card prior to delivery. Delivery would not be made unless we agreed to this.

The Order of Service clearly states if total charges exceed 10% of estimated charges, you may pay 110% of the amount estimated and request delivery of your goods, and you will be billed for the balance of charges 30 days after delivery. Braun refused to do this.

Braun acted in violation of it's own agreement. Further, the Bill of Lading provided at delivery did not indicate a weight so it was impossible to determine if the weight was a factor in the increased cost. Brans was hired, in part due to it's 30 years of experience and membership in professional associations such as yours. Therefore, one would not expect estimates to be off by over 30%.Desired Settlement: 1. Copy of Bill of Lading(s) indicating weight of shipment (see complaint description)which can substantiate the additional charge beyond the estimate.

2. Refund of $968.51 which is 50% of the excess charges demanded before delivery in compensation for this unethical practice of holding our household good hostage in spite of the fact we should have been invoiced 30 days after delivery for the excess charges and given 10 days to pay.

3. An apology for the unethical behavior in demanding the extra payment before delivery

Business

Response:

Business Response /* (1000, 11, 2013/09/03) */

September 3, 2013

Revdex.com, Inc.

94 South Turnpike Rd

Wallingford, CT 06492

Re: Case# XXXXXXX

Dear Ms [redacted]

The [redacted]'s bill of lading reads the weights of their shipment on the bill of lading which they signed and acknowledged at destination. Bill of lading has stated gross, tare and net on the bill of lading.

Their estimated weight was 11949lbs, their actual weight was 14020lbs. Estimated items on estimate 243 total items shipped 313. Estimated packing 15 total packed 73. Therefore additional items added and additional packing requested did increase the price.

If they asked for copies of the weight tickets it would have be given to them. They could have also requested to observe the Gross and Tare weight if requested.

Mr. [redacted] sent an email authorizing us to charge his credit card for the cost of his move for $8373.05. If customer wanted to pay the estimate plus 10% we would processed then payment of $7079.64 and he could have been billed the balance of $1293.41.

The [redacted]'s have never requested copies of the weight tickets and their balance owed would have been paid in full by now since they moved last year. Not sure why we are getting this complaint against us when the move is almost a year ago.

If you have any questions, please do not hesitate to contact me.

Sincerely,

Relocation Coordinator