Cardinal Moving

On March 14th, 2017, [redacted] emailed to [redacted] a guaranteed bid of $not including packing We and MS [redacted] agreed to load April 1rst and deliver April 2ndfrom Beaumont to Killeen Tx Upon arriving April 1rst much packing was still needed and the customer was packing as we were loading her contents In sporadic points the crew helped with some packing to finish unfilled boxes so they could seal them for stacking in the trailer Many loose items, against company policy, due to stacking limitations as well as liability reasons, in order to get the full load for Ms[redacted] .Upon filling the truck and ft trailer with all the contracted items and even some additional miscellaneous items, there was still a bit of loose unpacked items.The crew agreed at no additional cost to the customer, other than the cost of a uhaul van to help her load all the rest of the loose items.No uhaul was available till Monday after arriving at the Uhaul and calling around local Uhaul locations till Moday the 3rd The parties then agreed her brother would haul the remaining loose items the following day with his truck and trailer ***, the crew leader tried to coordinate another crew to help him loadthe following day The crew could only help at 7:or after a move at 8:around 11:The truck and trailer didn't arrive till after 9:and by the time the crew was available after 11:00, Ms [redacted] told [redacted] to call off the crew because it had already been loaded by her brother so he did call them off After unloading the load for Ms [redacted] , the company also loaded a storage container on site for another load to be hauled to Dallas so Ms [redacted] could store her items at her address rather than a storage unit This was coordinated by the office through Ms [redacted] realtor, the owner, and Ms [redacted] The next I heard from Ms [redacted] was by text on April 11th after hrs so I explained I would call her the next day during business hrs I called her around 11:after talking with the crew about the moveThe customer asked about a zero radius mower we didn't move and explained that the understanding was that she had sold the mower which she agreed and that the crew figured the packing and additional help beyond the contracted amount was considerably in the customers advantage versus charging for the labor and deducting the mower amount At this time Ms [redacted] and some unknown person, became irritated and some obscenities were used which I finally calmed them, and asked her about the bike she was texting me about She had taken it to a repair shop and I explained if she would have the repair shop contact me with an invice or receipt, I would pay for the $repair she was claiming without hesitationThat was agreed and the call ended amicably I thought I have the invoices with all the signatures in place between both parties agreeing all items were delivered that was charged for The rest was done out of goodwill without charge If any of these documents are needed, I can provide at any timeI'm sorry for any inconveniences on all parties, but due to circumstances there is little more the company can do Any suggestions outside the contract, I will consider, but the job was completed by paper, that she had received by email as well as the day of the moveThanks, ***, Cardinal Moving LLC

On 07/03/our general manager [redacted] went out to [redacted] Texas for [redacted] to do a complimentary service routinely provided by the company for an onsite quoteHe explained to [redacted] what all he needed done which included packing and moving his belonging to storage at [redacted] Texas, and possibly a few pieces to a temporary residenceAfter looking over the proposal and getting with his wife, [redacted] decided he was going to go with our company and booked a move date for loading on 08/25/2017, and deliver 08/26/We quoted him a price of $which included packing, material, man crew, trailer, Mileage, all labor, state mandated insurance, and a return trip to Sequin once he purchased a home to move the items from storage to his new residenceUpon arrival on 08/25/our crew arrived and got everything packed up and loaded into the trailerDue to Hurricane Harvey hitting the gulf that day we sent a man crew which included our general manger [redacted] to get everything completed in a faster time at no cost to [redacted] Since Harvey had all the roads closed down we stored the trailer with [redacted] ’s belongings until the roads were cleared and we could safely deliver, at no cost to himWe never unlocked the trailer or unloaded anything in the time we had possession of his belongings, or used the trailer for another jobOn 09/06/the roads were cleared and we delivered his belonging to storage in SequinCardinal Moving LLC did not deliver any items to the temporary house, so we unloaded everything into his storage unit [redacted] instructed us that there were a few things that he wanted to bring to his temporary residence his self and to save them for the front of the storage, which we did [redacted] was there at the completion of the unloading and seen our trailer and truck was completely empty On 12/13/we returned to Sequin and loaded everything from his storage and brought them to his new residence at [redacted] TexasWhen we opened the storage there were items missing from where he brought items to his temporary residence, our general manger [redacted] also did the return trip to move [redacted] into his new residenceWe completely emptied the storage and brought everything to his new residence, unloaded the trailer and put everything back togetherWhile we were unloading [redacted] was moving items from his temporary residence to his new residence, [redacted] ’s wife stayed at new residence the whole time for us to unloadWe had forgot some metal bed rails that were in the bed of the truck, so there was two beds we couldn’t put back togetherWe had a different load coming into Sequin on 12/23/and we brought them to his residence at Laurel Oak and placed them on the porch as instructed, even offered if someone could be there we would gladly put them back together at no cost to him of course On 12/20/ [redacted] sent Cardinal Moving an email of some items that were damaged, or missing, during transport but he was not completely unpacked so we waited a few days to make sure to have a complete listOn 01/05/Cardinal Moving LLC sent [redacted] the claim acknowledgment letter and began the claim process after speaking with [redacted] over the phoneDuring the process we double checked our storage, trailers, trucks, and contacted all the guys that were on the move to see if they remembered anything on the missing or damaged itemsNone of the guys remember seeing a sound bar or packaging one up, it is also not on the inventory that [redacted] took during the onsite visitWe went through everything and we did not have the sound bar or the megablast speaker that [redacted] said did not arrive at the final destinationOnce we determined we did not have any of the missing items we proceeded to settle with him for all the damagesWe have two signed contracts where [redacted] was well aware of the state mandated insurance which states, “A household goods carrier’s liability for loss or damage to any shipment is $per pound per article, unless the carrier and shipper agree, in writing, to a greater level of liability.” Even though we delivered the metal bed rails we still covered them within state guidelines, as well as reimbursement for him repairing his adjustable bed himselfHe asked for $per hour and it took him two hours to complete the repair, we reimbursed him the total $he was asking for; as well as covering the adjustable bed within state guidelinesAs far as the rest of the broken items, we covered everything within state guidelines, as well as the signed contract guidelinesWe never disputed anything with the claim of the broken items; [redacted] sent detailed pictures of them via email and there were no discrepancies in the outcome of them being broken or damaged [redacted] and [redacted] spoke several times regarding what the insurance was and it was made clear what the state mandated insurance wasWe have all the invoices with all the signatures in place between both parties, and can send them upon requestAny suggestion outside of the contract, I will consider, but the job was completed by paper, and we followed all rules and regulation set by TxDMV and the contract guidelinesThank you, ***Cardinal Moving LLC [redacted]

On 12/23/Cardinal Moving did provide moving services for [redacted] *** On December 26,I did receive a call about a claim on a flatscreen tv, as well as a picture of the screen which I requested The screen had some obvious technical problems I then proceeded to schedule a date for inspection of the TV on 12-28- Upon arriving, I met Patrick and we proceeded to view the TV screen After nspecting and taking pictures which can be provided, there was no phisical damage to the flatscreen or any corners or anywhere visible on the tv.I then explained that Cardinal Moving does not test tv's before or after moving them and if there is no phisical damage, we could not be held responsible for technical issues with tvs.In his own words, from what I understand, the tech told him if there phisical damage or it was struck, usually the screen will be shattered or an obvious indention There were neither.Cardinal Moving trains all its movers how to safely move flatscreens especially if they are not boxed by the customersI asked the crew how the TVs were transported and they both told me the same thingThey were transported in the backseat with pads and flat boxes in between them so they couldn't move around and bump each other.I don't know when Patrick looked in the truck and saw the tvs, the guys were not aware of him looking nor was anything said to them about the way they were in the back It is possible he saw the tv's before transport because if more than one pad is needed, sometimes, they are brought in from the trailer, and padded as well as the boxes placed between them for more support or padding, whichever method preferred, right before the transport Cardinal Moving moves flatscreens daily like this as it is safer than to stack them with furniture with exposed screens and bases to the tvs.It was on January second that I explained the board had denied the claim due to the nature of it But, as a goodwill gesture, the company would honor the signed carriers liability coverage at cents per pound per item, which the tv should weigh between 50-lbs but we had upped it to 80lbs and rounded that figure up to $The carriers intials are clearly visible by the agreed amount as well as two signatures below it on the state approved contract required by a registered and licensed company through the State of Texas In addition, since the customer was still unhappy with there agreed amount between carrier and shipper, I explained that if he would take the tv to a repair shop and get an estimate, he could call me and let me know or I would be happy to talk to the repairman about the tv and the necessary repairs and possibly pitch in a little more to help ease the costs of repairs I know of several local repairman that would look at it The screen does not appear to be replaced in my opinion The repairs that need to take place should be of something within the components within the tv's electronicsAll documentation, contracts itinialed and signed by Cardinal Moving LLC As well as pictures of the tv as it was on 12-28-2015.If needed, we can provide more tv repair shops in the local area for the customer But we would like to have the oppurtunity to speak with the tech Although, as the first tech said the same as the comapanies side, the damage should have only occurred if there was a dent which would typically shatter the screenThis isn't the case.Also I would reccommend having the tv brought in to someone who works on flatscreen technical repair who could look at it to diagnoseNot a personal visit to a specialist of a diffent type television.We strive hard to make the right decisions in any event or claim to come to the satisfaction of all our customers [redacted] Cardinal Moving LLC

As a complementary service routinely provided by the company, *** *** of Cardinal Moving first met with *** *** at *** ***, Beaumont, TX 77713, and inventoried the items she told him she would need moved. On March 14,2017, he emailed her a copy of this list, along with a bid, to move the agreed upon items to *** ** ***, Killeen, TX, 76549. Ms*** elected to hire Cardinal Moving, with the agreement between both parties, to load the specific items listed in the bid on April 1, 2017, and to deliver them on April 2, 2017. It is important to note at this time that no packing was included in the bid. Packing is typically the most time consuming and unpredictable part of the moving process. When the crew, led by *** ***, arrived at *** *** on April 1, Ms*** had not packed all of her items. So, at no additional charge, the crew helped her pack some unfinished boxes as well as totes to expedite the load, until both the truck and trailer were completely full. Ms*** was packing her belongings using totes, rather than boxes, which can and are sealed. Totes do not stack well. Boxes don't pack well if they inefficiently packed. This is very important when a trailer is being packed for transport. At this point, I'd like to note that the only item not loaded from the contract between Ms*** and Cardinal Moving, was a zero turn radius lawn mower, which she told the crew she had sold. I also need to note that it is against company policy, for liability reasons, to transport loose items. Items must be packed. Ms***'s home still contained numerous, misc., unpacked items, so *** *** offered and attempted to help her find a U-Haul, and then help her load the U-Haul, in order to finish her move. However there were no U-Hauls available in the area until April 3rd. Ms*** then told the crew, including ***, that her brother would move the additional items the next day (April 2) with his truck and trailer. *** offered to provide a crew to help him load, at no charge to her, letting her know that the only time-slots the company had available that day were 7:30AM and then after 11:30AM. Ms***'s brother arrived sometime after 9. She told *** she did not need Cardinal Moving's assistance loading his trailer. She and *** (who was at the new address in Killeen) remained in constant communication, with him trying to assist her in numerous ways. In Killeen he further coordinated emptying the contents of an onsite storage container for transport to Dallas, by his crew delivering the prior owners household items, to Dallas, so she wouldn't have to put her items in an offsite storage that she would have to pay monthly.. In short, this was a complicated move. Three parties were involved, including a realtor and another customer who's belonging had to go on to Dallas after completing Ms***'s move. Cardinal Moving as a company, and *** ***, specifically, made numerous extra efforts, to make the moves as seamless as possible. Cardinal Moving did not receive any further communication from Mrs*** after April 2nd, until the evening of April 11th, when I received a text, letting me know that a bicycle had been damaged. I responded to the text that the office was closed for the evening but that I would call her the following day. I called Ms*** the following morning, April 12th, around 11:00AM. During this phone call, Ms*** complained first that Cardinal Moving did not move her lawn mower. I told her I thought she had sold the lawn mower before the move, which she then confirmed. She then complained about remaining loose items that were not packed correctly or moved from her former home. Apparently, Ms***'s brother did not pack all the remainder of her unpacked belongings or didn't make the delivery as was the agreement between all parties. I then told her that I was unaware that she was unhappy, as I had not heard from her since April 2nd. I next mentioned that I understood the crew spent a significant amount of unplanned and unpaid time assisting her in packing as well as trying to coordinate the delivery of the loose items. I suggested that this significantly outweighed the (approximate $40) cost of moving a lawn mower. At this point Ms*** and a companion I could hear in the background obviously became disgruntled. The companion (I believe) began yelling obscenities and profanity. I could not understand Ms*** so I told them I would have to end the conversation if they couldn't stop using profanity, and talk calmly. I then asked Mrs*** about the bike. She calmly replied that she had taken it to a repair shop and had been given an estimate of $for its repair. I immediately told her that if she or the mechanic would provide me with a receipt or an invoice, I would be glad to reimburse either in full. She seemed pleased with my offer and we ended the conversation amicably. Cardinal Moving can provide contracts signed times by Ms*** agreeing that we had delivered the contracted amount and paid us in full,I also have a statement signed by *** explaining the events of the two days.*** *** is not only a field crew manager, but he is also an assistant office manager and understands the professionalism and ethics the office expects to be displayed.I believe he extended many courtesies and did all he could to make the best of the situation.Cardinal Moving strives to make all its customers happy.I am open to any reasonable suggestion with consideration of what all has taken place.Thank You, ***Cardinal Moving LLC409-828-

Complaint:
I am rejecting this response because:
Sincerely,
*** *** The TV had "technical" problems because your employees DID NOT put any protective material on any of the TV's prior to OR during transport to BeaumontThere was NONE, when they arrived in BeaumontIF you find physical damage on the exterior, normally the screen is crackedI could tell when you walked in my house...you were already starting to crawfish on fixing the problemI know that you deny every claim by running your hand around the exterior of the TV, looking for dents and YOU never find anyIt doesn't take much to damage a flat screen TV by hitting the screen and that's what happenedYour not going to pay anymore than you already have and I'm tired of you and your companyI'll spend my own money to replace the TVI'll also tell everyone I know to not use your company

Complaint:
I am rejecting this response because: all boxes were to be numbered and labeledThey were supposed to pack things with with care and in some cases did not even bother to use packing paper and then try to offer me pennies of what they mishandled or misplaced??? Every time it was a different storyThey had all my stuff on a truck and then presented me with this bogus contract as a hurricane was hitting never would tell me where my stuff was for weeksThanks for making the hurricane so special.
Sincerely,
*** ***

I'm sorry the customer feels this way There was no phisical damage to the TV IT was an electronic problem in my opinion I did meet the agreed carriers liability that was signed twice and initialed on the contract, available to anyone, as well as the pics of the TV if needed, although the claim was deniedAny additional insurance was never discussed nor asked forEspecially not replacement cost insurance which involves additional premiums and deductibles I also offered to speak with a tech for a second opinionOnly if the customer would bring the TV in and have it checked outI also told the customer Cardinal Moving would consider further compensation dependent on what the tech repairman's diagnoses was The customer failed to have this doneThere is no evidence that Cardinal Moving LLC mishandled this item.I really don't know what else or route we could have went to please this customer.Thanks,***Cardinal Moving LLC***

On March 14th, 2017, [redacted] emailed to [redacted] a guaranteed bid of $2247 not including packing.  We and MS [redacted] agreed to load April 1rst and deliver April 2ndfrom Beaumont to Killeen Tx.  Upon arriving April 1rst much packing was still needed and the customer was...

packing as we were loading her contents.  In sporadic points the crew helped with some packing to finish unfilled boxes so they could seal them for stacking in the trailer.  Many loose items, against company policy, due to stacking limitations as well as liability reasons, in order to get the full load for Ms.[redacted].Upon filling the truck and 40 ft trailer with all the contracted items and even some additional miscellaneous items,  there was still a bit of loose unpacked items.The crew agreed at no additional cost to the customer, other than the cost of a uhaul van to help her load all the rest of the loose items.No uhaul was available till Monday after arriving at the Uhaul and calling around local Uhaul locations till Moday the 3rd.  The parties then agreed her brother would haul the remaining loose items the following day with his truck and trailer.  [redacted], the crew leader tried to coordinate another crew to help him load. the following day.  The crew could only help at 7:30 or after a move at 8:30 around 11:00. The truck and trailer didn't arrive till after 9:00 and by the time the crew was available after 11:00, Ms. [redacted] told [redacted] to call off the crew because it had already been loaded by her brother so he did call them off.   After unloading the load for Ms. [redacted], the company also loaded a storage container on site for another load to be hauled to Dallas so Ms.  [redacted] could store her items at her address rather than a storage unit.  This was coordinated by the office through Ms. [redacted] realtor, the owner, and Ms. [redacted].  The next I heard from Ms. [redacted] was by text on April 11th after hrs so I explained I would call her the next day during business hrs.  I called her around 11:00 after talking with the crew about the move. The customer asked about a zero radius mower we didn't move and explained that the understanding was that she had sold the mower which she agreed and that the crew figured the packing and additional help beyond the contracted amount was considerably in the customers advantage versus charging for the labor and deducting the mower amount.  At this time Ms [redacted] and some unknown person, became irritated and some obscenities were used which I finally calmed them, and asked her about the bike she was texting me about.  She had taken it to a repair shop and I explained if she would have the repair shop contact me with an invice or receipt, I would pay for the $100 repair she was claiming without hesitation. That was agreed and the call ended amicably I thought.   I have the invoices with all the signatures in place between both parties agreeing all items were delivered that was charged for.  The rest was done out of goodwill without charge.  If any of these documents are needed, I can provide at any time. I'm sorry for any inconveniences on all parties, but due to circumstances there is little more the company can do.  Any suggestions outside the contract, I will consider, but the job was completed by paper, that she had received by email as well as the day of the move. Thanks, [redacted], Cardinal Moving LLC

On 07/03/2017 our general manager [redacted] went out to [redacted] Texas for [redacted] to do a complimentary service routinely provided by the company for an onsite quote. He explained to [redacted] what all he needed done which included packing and moving his belonging to...

storage at [redacted] Texas, and possibly a few pieces to a temporary residence. After looking over the proposal and getting with his wife, [redacted] decided he was going to go with our company and booked a move date for loading on 08/25/2017, and deliver 08/26/2017. We quoted him a price of $5970 which included packing, material, 3 man crew, trailer, Mileage, all labor, state mandated insurance, and a return trip to Sequin once he purchased a home to move the items from storage to his new residence. Upon arrival on 08/25/2017 our crew arrived and got everything packed up and loaded into the trailer. Due to Hurricane Harvey hitting the gulf that day we sent a 5 man crew which included our general manger [redacted] to get everything completed in a faster time at no cost to [redacted]. Since Harvey had all the roads closed down we stored the trailer with [redacted]’s belongings until the roads were cleared and we could safely deliver, at no cost to him. We never unlocked the trailer or unloaded anything in the time we had possession of his belongings, or used the trailer for another job. On 09/06/2017 the roads were cleared and we delivered his belonging to storage in Sequin. Cardinal Moving LLC did not deliver any items to the temporary house, so we unloaded everything into his storage unit. [redacted] instructed us that there were a few things that he wanted to bring to his temporary residence his self and to save them for the front of the storage, which we did. [redacted] was there at the completion of the unloading and seen our trailer and truck was completely empty.  On 12/13/2017 we returned to Sequin and loaded everything from his storage and brought them to his new residence at [redacted] Texas. When we opened the storage there were items missing from where he brought items to his temporary residence, our general manger [redacted] also did the return trip to move [redacted] into his new residence. We completely emptied the storage and brought everything to his new residence, unloaded the trailer and put everything back together. While we were unloading [redacted] was moving items from his temporary residence to his new residence, [redacted]’s wife stayed at new residence the whole time for us to unload. We had forgot some metal bed rails that were in the bed of the truck, so there was two beds we couldn’t put back together. We had a different load coming into Sequin on 12/23/2017 and we brought them to his residence at 622 Laurel Oak and placed them on the porch as instructed, even offered if someone could be there we would gladly put them back together at no cost to him of course.  On 12/20/2017 [redacted] sent Cardinal Moving an email of some items that were damaged, or missing, during transport but he was not completely unpacked so we waited a few days to make sure to have a complete list. On 01/05/2018 Cardinal Moving LLC sent [redacted] the claim acknowledgment letter and began the claim process after speaking with [redacted] over the phone. During the process we double checked our storage, trailers, trucks, and contacted all the guys that were on the move to see if they remembered anything on the missing or damaged items. None of the guys remember seeing a sound bar or packaging one up, it is also not on the inventory that [redacted] took during the onsite visit. We went through everything and we did not have the sound bar or the megablast speaker that [redacted] said did not arrive at the final destination. Once we determined we did not have any of the missing items we proceeded to settle with him for all the damages. We have two signed contracts where [redacted] was well aware of the state mandated insurance which states, “A household goods carrier’s liability for loss or damage to any shipment is $0.60 per pound per article, unless the carrier and shipper agree, in writing, to a greater level of liability.” Even though we delivered the metal bed rails we still covered them within state guidelines, as well as reimbursement for him repairing his adjustable bed himself. He asked for $60.00 per hour and it took him two hours to complete the repair, we reimbursed him the total $120.00 he was asking for; as well as covering the adjustable bed within state guidelines. As far as the rest of the broken items, we covered everything within state guidelines, as well as the signed contract guidelines. We never disputed anything with the claim of the broken items; [redacted] sent detailed pictures of them via email and there were no discrepancies in the outcome of them being broken or damaged. [redacted] and [redacted] spoke several times regarding what the insurance was and it was made clear what the state mandated insurance was. We have all the invoices with all the signatures in place between both parties, and can send them upon request. Any suggestion outside of the contract, I will consider, but the job was completed by paper, and we followed all rules and regulation set by TxDMV and the contract guidelines. Thank you, [redacted]Cardinal Moving LLC[redacted]

On 12/23/2015 Cardinal Moving did provide moving services for [redacted].  On December 26,1995 I did receive a call about a claim on a flatscreen tv, as well as a picture of the screen which I requested.  The screen had some obvious technical problems.  I then proceeded to schedule...

a date for inspection of the TV on 12-28-2015.  Upon arriving, I met Patrick and we proceeded to view the TV screen.  After nspecting and taking pictures which can be provided, there was no phisical damage to the flatscreen or any corners or anywhere visible on the tv.I then explained that Cardinal Moving does not test tv's before or after moving them and if there is no phisical damage, we could not be held responsible for technical issues with tvs.In his own words, from what I understand, the tech told him if there phisical damage or it was struck, usually the screen will be shattered or an obvious indention.  There were neither.Cardinal Moving trains all its movers how to safely move flatscreens especially if they are not boxed by the customers. I asked the crew how the TVs were transported and they both told me the same thing. They were transported in the backseat with pads and flat boxes in between them so they couldn't move around and bump each other.I don't know when Patrick looked in the truck and saw the tvs, the guys were not aware of him looking nor was anything said to them about the way they were in the back.  It is possible he saw the tv's before transport because if more than one pad is needed, sometimes, they are brought in from the trailer, and padded as well as the boxes placed between them for more support or padding, whichever method preferred,  right before the transport.  Cardinal Moving moves flatscreens daily like this as it is safer than to stack them with furniture with exposed screens and bases to the tvs.It was on January second that I explained the board had denied the claim due to the nature of it.   But, as a goodwill gesture, the company would honor the signed carriers liability coverage at 60 cents per pound per item, which the tv should weigh between 50-60 lbs but we had upped it to 80lbs and rounded that figure up to $50. The carriers intials are clearly visible by the agreed amount as well as two signatures below it on the state approved contract required by a registered and licensed company through the State of Texas.  In addition, since the customer was still unhappy with there agreed amount between carrier and shipper, I explained that if he would take the tv to a repair shop and get an estimate, he could call me and let me know or I would be happy to talk to the repairman about the tv and the necessary repairs and possibly pitch in a little more to help ease the costs of repairs.  I know of several local repairman that would look at it.  The screen does not appear to be replaced in my opinion.  The repairs that need to take place should be of something within the components within the tv's electronics. All documentation, contracts itinialed and signed by Cardinal Moving LLC.  As well as pictures of the tv as it was on 12-28-2015.If needed, we can provide more tv repair shops in the local area for the customer.  But we would like to have the oppurtunity to speak with the tech.  Although, as the first tech said the same as the comapanies side, the damage should have only occurred if there was a dent which would typically shatter the screen. This isn't the case.Also I would reccommend having the tv brought in to someone who works on flatscreen technical repair who could look at it to diagnose. Not a personal visit to a specialist of a diffent type television.We strive hard to make the right decisions in any event or claim to come to the satisfaction of all our customers. [redacted]Cardinal Moving LLC