Camelback Moving, Inc.

In response to the Revdex.com complaint file by *** Bocchini, we do wish do continue to work with her and/or the Revdex.com to get her issues and claims resolvedUnfortunately, there was confusion on both sides of this project and a few mistakes were made over a large scope of workWe apologize for these
errors and hope to get the matter resolved in prompt matter.That being stated *** *** has been corresponding with *** regarding all three of the issue mentioned in the complaintHere is a copy of *** last email sent Thursday…“***,We would like to refund the installation charges for the artwork on invoice # We estimate that it took the installers hours at $per hour for a refund amount of $210.00.P.O# TSLBench: No damage was noted upon receiving this product even though all boxes were crushed We are willing to replace the damaged product If you can provide me with the total cost to replace that product we will send you a check for that amount plus the $as explained above.P.O.#TBTable: I did not receive any tables with that P.O.# I have attached the bill of lading with tables that we have discussed receiving We delivered all of the tables that we have received into our warehouse I have made several attempts trying to contact Flexsteel to find out more details on this order I have had no response.In addition, there are still several items in storage, I was told that they were going to be picked up several times however, they are still there and I cannot rent out that space until you have vacated it completely Storage has not been charged to you for months Please advise on when you will be vacating. Thank you,*** ***”This email appears to be sent only a few hours before the Revdex.com complaint was filedThe only response we’ve received was a copy of email sent to Jeanne with Flexsteel requesting the shipping info for the tableAs you can see almost everything in ***’s complaint is being addressed.We would request that *** submit all contracts related to our services, her math as to how she has come up with $2,disputed amount and all shipping documentation regarding the missing table from Flexsteel.Finally, *** still has items that have been left at our facilityWe have graciously not been billing her, but will eventually need her to come get her stuf* will need to coordinate that with *** Master’s as an appointment will be required for pick up.Please feel free to contact me if you have any additional questions or concerns.*** ***Camelback Moving***

To whom it may concern
Let this letter serve as our initial response to complaint # *** by *** ***
We do acknowledge that the move certainly could have gone better and apologize for the plumbing issues and damages that occurredWhile we have not reached a
settlement from her claim we have been in contact with *** multiple times and have now offered her assistance on completing the DOT mandated claims paperworkI have attached a timeline of events and many corresponding documents that will show this ongoing correspondence, insurance option emails prior to the move and statements from my Operations Team who worked diligently throughout the night to fix the plumbing issues
We are dedicated to working toward a resolution and getting *** a fair settlement based on the insurance coverage levels she elected and the inconvenience she has experienced
Remaining documents 5-will be wither uploaded later or email to the Revdex.com tomorrow

As of Thursday, November 6th, *** has submitted updated, but still incomplete claims information to *** ***She does reference that she intends to get additional info and photos to us as soon as she can get them

Per the email from the Flexsteel Rep on February 19th, the signed copy of the receivingdoc for the missing table has been requested.This item is still pending.With regards to the damaged bench (PO# TSL4700), the total due for the replacement of this piece is $1050.Two installers spent half of the day (hours) on the art on November 10th.Therefore the refund amount due is $420. With regards to the items in the storage area, during the entire (approx.) months that we had inventory stored there, there were always other items that did not belong to us Per the estimate provided by Camelback Moving, the storage fees were based on the inventory, not the square footage. These issues have been ongoing for more than months now As you can see from the original quote attached, we were billed more than times the original amount The hours that Chris estimated for this project were completely bogus Camelback Moving has been paid the ridiculous fees and still has not resolved the issues Please forward a check for the amounts shown above

The attached updated correspondence was received from [redacted] Bocchini on 3/1/16. I have as well attached the response from [redacted] Master’s on 3/2 stating we’d prefer all correspondence to go through the Revdex.com and are committed to resolving and closing the complaint through their/your process. I’ve also attach some supporting documents regarding the cost of the damaged bench and missing table. We’re in agreement to pay for the bench, but are unclear how [redacted] reached the amount of $1,050.00 as the receipt from October shows a cost of $408.00. We’re also in agreement that a reimbursement is due for the art installation. We’re are currently reviewing her request for 4 hours of time as we’ve previously offered 2. We are still requesting that [redacted] submit all contracts related to our services, her math as to how she has come up with $2,430.00 disputed amount and all shipping documentation regarding the missing table from Flexsteel. As well, we’re still requesting that [redacted] make arrangements to get the remaining items. In good faith we have not been billing for the storage on these goods. [redacted] will need to coordinate that with [redacted] Master’s as an appointment will be required for pick up. Please feel free to contact me if you have any additional questions or concerns. [redacted]Camelback Moving[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.
I believe this complaint should remain open until the claim is resolved to my satisfaction.
Regards,
[redacted]

To whom it may concern

Let this letter serve as our initial response to complaint # [redacted] by [redacted].

We do acknowledge that the move certainly could have gone better and apologize for the plumbing issues and damages that occurred. While we have not...

reached a settlement from her claim we have been in contact with [redacted] multiple times and have now offered her assistance on completing the DOT mandated claims paperwork. I have attached a timeline of events and many corresponding documents that will show this ongoing correspondence, insurance option emails prior to the move and statements from my Operations Team who worked diligently throughout the night to fix the plumbing issues.

We are dedicated to working toward a resolution and getting [redacted] a fair settlement based on the insurance coverage levels she elected and the inconvenience she has experienced.

Remaining documents 5-12 will be wither uploaded later or email to the Revdex.com tomorrow.

I used this company for my move on 5/15 for a move. They gave me a quote of 2 hours. I expected it to take 3 hours, based on my previous experience moving my household. It took 5 hours, with no justifiable reason. When I contacted the company on 5/16 I was promised contact back withing 48 hours to figure out what happened and "make it right". I did not receive any further contact from the company. So I do recommend them, but warn that you should expect them to bill at least double what they quote.

As of Thursday, November 6th, [redacted] has submitted updated, but still incomplete claims information to [redacted]. She does reference that she intends to get additional info and photos to us as soon as she can get them.

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.

I believe this complaint should remain open until the claim is resolved to my satisfaction.

Regards,

To whom it may concern

Let this letter serve as our initial response to complaint # [redacted] by [redacted].

We do acknowledge that the move certainly could have gone better and apologize for the plumbing issues and damages that occurred. While we have not...

reached a settlement from her claim we have been in contact with [redacted] multiple times and have now offered her assistance on completing the DOT mandated claims paperwork. I have attached a timeline of events and many corresponding documents that will show this ongoing correspondence, insurance option emails prior to the move and statements from my Operations Team who worked diligently throughout the night to fix the plumbing issues.

We are dedicated to working toward a resolution and getting [redacted] a fair settlement based on the insurance coverage levels she elected and the inconvenience she has experienced.

Remaining documents 5-12 will be wither uploaded later or email to the Revdex.com tomorrow.

moved from Phoenix area to the LA area and decided to use Camelback based off the great reviews. The price was relatively equal to other companies, but felt more comfortable with them when getting my quote. This was a big deal because we knew our stuff would be in storage for a few months, which was a scary thought.

We decided to use Camelback to not only move and store our stuff, but to also pack for us. The moving out went fine. They were on time and very respectful while at our house. They did damage the foot of my bed, but promptly informed me.

After a few months in storage, we had our stuff delivered out to California. When it arrived, there were numerous issues with not only our furniture, but how it was packed.

Almost every piece of large furniture had damage to it. This includes, bed frame, dresser, chess and night stand. It looked like the furniture was not properly stored throughout the time it was with them. The dresser ever had a piece broken off and they glued it back on (as though we would not notice). Our couch has a broken leg as well.

There were also fragile items from the house, that were not packed in fragile boxes OR wrapped with protective wrapping. You would think they wrap or protect these items so they would not be held responsible.

Lastly, we had clothes shoved into boxes and not wardrobe boxes. A wardrobe box was used from my tools in the garage, but a regular box for dresses. How does that make any sense?

Things were not all terrible. The lead of the crew on the pack, [redacted], was great. Everything he did (he did our kitchen), was protected and packed great. It was the other members of his crew that were a huge disappointment.

I do not like saying this because I love supporting local companies, but I would never use or recommend them to anyone. It has been a terrible experience. I never expected the move to go perfect, but never expected this much damage.

After our insurance came back, there was roughly $2k worth of damage.

Review: (1) Bait and Switch? -- I was given a written quotation that included a 10% discount for combining, in a single truck, my move from Phoenix to Bailey, CO with that of another individuals move from Phoenix to Littleton, CO. The discount was not granted even thought the two moves were combined.

(2) Insurance Scam? -- Following suggestions made on Camelback's website, I purchased an insurance policy from [redacted] International to cover any damages to my belongings that might occur during the move. As it turns out, a HD TV was destroyed. Because the TV was not crated, as required by [redacted]'s policy, the insurance coverage was voided.Desired Settlement: (1) $835 refund on the cost of the move (10% of the $8350.96).

(2) $350 to cover cost of replacement of the TV.

Business

Response:

We do apologize for the confusion surrounding [redacted] complaint, but his accusation that a bait and switch sales technique was used is simply incorrect. We also have contradicting information regarding the insurance claim given to us by the full coverage provider that Mr. [redacted] purchased a policy through. It is our intention to eliminate any confusion regarding this matter, provide all documents we have connected to this move and find a resolution both parties can agree upon.

Mr. [redacted] contacted us in July of 2012 for a quote to move from Scottsdale to Denver. A walkthrough of the home was performed for us to determine the size and the weight of the shipment. In the time before he booked, we sent and then revised many quotes to Mr. [redacted] based on two factors. The first factor was after the initial quote was sent we learned that his move would require a shuttle truck, which increased the cost of his move. The second factor was that we were trying to combine his shipment with another large move going to Littleton, CO.

In some instances we are able to offer a lower price to customers, or a combined quote, if the two homes are going to the same area at the same time and can both fit on the same trailer. This is what we were attempting to accomplish with Mr. [redacted]’s shipment, but unfortunately the customer going to Littleton, CO never booked. This shipment would have been billed at thousands of dollars and would have allowed us to reduce Mr. [redacted]’s moving cost to $7,515.96.

Instead Mr. [redacted] was informed it didn’t schedule and agreed to the exclusive price of $8,350.96. This was sent to him in a quote and a confirmation before the move and was the price he agreed upon when he signed the contract (bill of lading) prior to us loading the trailer.

Where the confusion occurred was that my Interstate Department did add a very small overflow shipment on to the trailer. This was for a customer who had previously moved to this area with us, but whose items didn’t fit onto the trailer. This was a very small amount of low priority items like patio furniture and was only about a tenth of the size of Mr. [redacted]’s shipment. The overflow customers name was [redacted] who moved to Louisville, CO. The only revenue generated from this shipment was $600.00.

I do agree that our Interstate Department should have contacted Mr. [redacted] to inform him of this and offer him a new discounted price. Obviously the new pricing would not have been $835.00 difference from the original quotes, as that’s more than the gross revenue of the over flow shipment, but more like $100.00 to $150.00 off the exclusive price. I do apologize this wasn’t done and can see Mr. [redacted] could have made the assumption that we did book the shipment going to Littleton and simply did not change his price. I’ve included all supporting documents which will substantiate the event that occurred.

These include…

The last exclusive quote Mr. [redacted] received

The combined quote Mr. [redacted] received

The confirmation Mr. received at the exclusive price

The Order for Service for [redacted]

The signed Bill of Lading for [redacted]

The office itinerary for the Colorado 18A

The Order for Service for the [redacted] move

The Bill of Lading for the [redacted] move

We’d be happy to refund him $150.00 to resolve this issue.

Regarding the damage LCD tv, we seem to have contradicting information. A customer faces 2 insurance options when planning a move. They can either take a limited $.60 per pound that the moving company offers at no additional charge or they purchase full coverage through a third party carrier. This is a “one or the other” choice as you can’t take both coverages as the third party does pursue subrogation against the moving company for $.60 per pound.

Mr. [redacted] did purchase full coverage insurance through [redacted] International before his move, except we were never informed of this. Had we known this, Mr. [redacted] would have been informed that we would need to provide either crating or flat panel TV boxes and that his price was going to be higher to accommodate the change. This is further confirmed on the Bill of Lading as Mr. [redacted] signed that he was electing our $.60 per pound coverage and not a policy through [redacted] International. It clearly indicates on the Bill of Lading the consumer is to choose only one of the two options.

We do apologize that Mr. [redacted]’s tv and other items were damaged upon arrival at destination, but feel we’ve gone far above and beyond what we’re contractually obligated to offer to settle the claim. After the move occurred, both Mr. [redacted] and [redacted] International contacted us regarding the claim. This was initially very confusing to us as we were unaware that Mr. [redacted] had purchased full coverage based on the coverage level he elected on the Bill of Lading.

[redacted] International requested all forms regarding this move from us and honored the policy even though Mr. [redacted] had elected the wrong coverage on the Bill of Lading. It is our understanding that [redacted] International then sent an adjuster to the home and viewed all items listed on the claim. A settlement was then offered to Mr. [redacted] which excluding compensation for the LCD tv. In the documents we have, the reason for [redacted] International declining the claim was that there was no external damage to the TV. This obviously contradicts what Mr. [redacted] is stating, but maybe he has correspondence from [redacted] International that we do not have.

It is our understanding that Mr. [redacted] accepted the settlement from [redacted] International. Following that settlement, Mr. [redacted] contacted our claims department about filing a secondary claim through Camelback Moving. He explained the tv was not covered and was obviously upset as that was one of the more valuable pieces in the shipment. Although we were under no contractual obligation, since he had chosen the other coverage, in good faith we allowed Mr. [redacted] to open a claim for the tv at the $.60 per pound coverage.

Mr. [redacted] completed the claims form and declared the televisions weight of 61.3 pounds. In the ongoing correspondence a few settlement offers were made, with the last being $275.00. Please keep in mind this $238.22 more then what $.60 per pound would cover. Mr. [redacted] accepted the amount, however requested that we change the wording on the acceptance letter before he would officially agree.

Our internal claims process is actually mandated and audited by the Department of Transportation. Unfortunately we are unable to change the required documents involved in this process. This is the sole reason the claim has not been settled.

I’ve included all supporting documents which will substantiate the event that occurred.

These include…

Our Insurance Option Page given to each customer at the time of the walkthrough

The signed Bill of Lading for [redacted]

A copy of a letter from [redacted] International to Mr. [redacted]

Mr. [redacted]’s completed claims form with Camelback Moving

A copy of the last email accepting the offer, but only if we change the document

Subrogation Invoice and check stub from Camelback Moving to [redacted] International

Since there’s has been lapses in communication regarding this move and the choices and documents can be confusing, in good faith we would like to offer the $350.00 Mr. [redacted] is requesting to settle the claim.

The total offered settlement would be $500.00.

Please feel free to contact me if you have any additional questions or concerns regarding this complaint as I am in seven days a week and do want to get this matter resolved.

Camelback Moving

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

A LOCAL FAVORITE!!! Camelback Moving is professional, does an amazing job and is always helpful!!! The crew called ahead of time to let us know of the arrival time within the time window. The crew was on time, professional, used proper technique to protect themselves and our stuff. When requested, they plastic wrapped stuff or helped throw stuff in a box quickly. Nothing was broken and everything went smoothly. They worked from the time they arrived to the time they left. They are a well known & trusted company and the schedule fills up so make a reservation with them ASAP, although if you call with short notice they will do everything they can to schedule your move too. My Aunt has used the company for one move and we have used the company for two moves (October 2013 & April 2015) within the Phoenix metro area. And most recently, we did receive a quote to move from AZ to MI. The quote was a fair price, although we decided not to go with CM as we had already arranged pod delivery. We called on a Saturday to ask about the state to state move for the next Friday and their office team worked hard to find a workable moving solution for barely a week later. They went above and beyond helping us out. I HIGHLY recommend Camelback Moving company. PS. I know they are paid movers but we ALWAYS buy our movers lunch to show appreciation (or tip them, not required just appreciated), they work very hard and it's not an easy job moving everyone else's stuff that they do not want to. Be nice to your movers!!!

I have never used a mover before. While it was more than had I done it myself, I am completely satisfied with the entire experience. They were very professional in their treatment of my stuff, my family, & me during this process. If I need to hire someone again, I will definitely call them the next time.

Review: Had a nightmare moving experience with this company, which they are aware of. I have filed a complaint and claim with the moving company directly but their lack of response to process the claim is poor business practice. Move was in August, it is now October and I am having to request updates and getting no responses.Desired Settlement: I'd like the company to resolve my claim and make good on the move. We have had numerous phone conversations and they kept saying they wanted to make things right, and yet I still have not settled with them.

Business

Response:

To whom it may concern

Let this letter serve as our initial response to complaint # [redacted] by [redacted].

We do acknowledge that the move certainly could have gone better and apologize for the plumbing issues and damages that occurred. While we have not reached a settlement from her claim we have been in contact with [redacted] multiple times and have now offered her assistance on completing the DOT mandated claims paperwork. I have attached a timeline of events and many corresponding documents that will show this ongoing correspondence, insurance option emails prior to the move and statements from my Operations Team who worked diligently throughout the night to fix the plumbing issues.

We are dedicated to working toward a resolution and getting [redacted] a fair settlement based on the insurance coverage levels she elected and the inconvenience she has experienced.

Remaining documents 5-12 will be wither uploaded later or email to the Revdex.com tomorrow.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I believe this complaint should remain open until the claim is resolved to my satisfaction.

Regards,

Business

Response:

As of Thursday, November 6th, [redacted] has submitted updated, but still incomplete claims information to [redacted]. She does reference that she intends to get additional info and photos to us as soon as she can get them.

Great moving experience with Camelback Moving Inc! On time, courteous, professional and also accommodating to our last minute hectic change of closing date at our new home. From administrators on the phone to the moving crews - all were very polite and made our move stress-free. When we learned we couldn't move out of our sold house and into our purchased home on the desired days, it was an easy phone call to have our belongings stored for a couple nights and they were quick to accommodate the new move-in date. One crew member from the load-in remembered us when he came to unload and was helpful in directing the crew with our possessions. All movers were careful and worked quickly while also making sure they left items in the locations we desired during unloading and quickly assembled furniture as needed. Great people and a great company.