Central Van & Storage of Charleston Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Several items in Central Van's response were patently falseThis home was custom built for us by *** *** ***; no one lived in it before us We closed on our home the same day their movers delivered our furniture - July 25, In addition, I have attached documents that show my emails to *** *** *** *** that went unansweredThese emails detail the damage that was caused by Central Van movers to each and every stair going to our second floor - not just the nose but the trade as well Also damage to the hardwood flooring in two rooms on the first floor of our homeYes, furniture was not located in the room to left when the employee came to do repair workHowever, this is where the movers placed all the living room furniture as they were reassembling it - like a staging area This is what caused the damage the floor in the dining room The same thing happened in the office when they moved the furniture into that room and dragged the furniture on the floor causing damage to the hardwood flooring there.The Central Van employees that came to our home are beyond unprofessional and unpreparedAs I stated in my initial Revdex.com complaint, we are still finding items that are broken I will never recommend Central Van to friends or family.
Regards,
*** ***

Please find a copy of our settlement check as agreed upon to this customer.   Meri-Elen C[redacted]  ** [redacted]  ** [redacted]

November 21, 2016 Revdex.comCanton Region/Greater WV1434 Cleveland Avenue NWCanton, Ohio 44703 RE:      Complaint # [redacted]            [redacted] Attn[redacted]...

[redacted] Dear [redacted] Central Van & Storage is in receipt of the complaint filed and listed above by the customer, [redacted] for service issues surrounding a move with our company on 7/25/16. Upon a review of the complaint and the facts and information surrounding the situation, please find the following: Central Van & Storage was contracted a performed a local move in Morgantown, WV on 7/25/16. The estimated weight of the items to be moved was 6,200# and 112 items of which a 3 man crew was sent. The move was performed on Freight Bill of Lading [redacted] Please find EXHIBIT A: Bill of Lading of which is signed on the front and reverse side by Mr. [redacted] indicating the “Shipment was received in good condition except as noted and all services ordered have been performed” As well, please find EXHIBIT B & C Delivery Paperwork CUSTOMER TO READ CAREFULLY and WALK THRU for. The form indicates that any property or residence damage must be reported immediately and noted on the paperwork. As you can see, there were no notations made on 7/25/16 to any home or cargo damages. The first indication of any moving issues or damages came in the form of an email from [redacted] via email on 8/12/16, which was 18 days after the move occurred. EXHIBIT DI responded to the email on 8/15/16 with an apology for the alleged service and damages and sent along a WV Statement of Claim, which is required to be filed in writing under the state regulations. EXHIBIT E Under WV State Regulations, a claim is to be filed within 10 days after delivery, however we allowed the customer an extension to 30 days to file the claim in writing. A Statement of Claim Presentation was presented to our office on 8/23/16 EXHIBIT F. Of the 112 items moved, there were damages to 6 items and 3 property related areas. Under WV State Law, our company could have denied all of the damages but we were willing to accept liability and work with the customer. EXHIBIT G acknowledges and set a repair firm to inspect the damages for repair on 8/24.EXHIBIT H is an email on 8/26 from [redacted] acknowledging the receipt and outlining his issues and thanking me for my quick replies.I also attached more correspondence between our office and [redacted] on 8/29, 9/11 and 9/14/16. EXHIBITS I & J We had to change repair firms and sent out another firm because the original company had a long backlog of work. The gentleman [redacted] went to the [redacted] residence on 9/19/16 to make the repairs. I was advised the repairs were complete and all appeared OK. I then sent an email on 9/20 to [redacted] to see if he was satisfied as I was advised repairs were complete and to further let him know I would be out of my office 9/23 thru 10/3 on vacation. EXHIBIT K. When I did not receive correspondence back and to close the remainder of the claim for the cash out items not repaired I emailed [redacted] on 9/21 EXHIBIT L. I was out of the office on vacation in Arizona from 9/23 to 10/4 and apparently [redacted] emailed our owner of Central Van, [redacted] on 9/25 and then again 9/29 stating he had not heard back from me and he called to speak to me on 9/23. He received my emails about the repair firm being out since he responded and states he wrote back after my 9/21 email, therefore he would have known I was out of the area until October. EXHIBIT M. I returned to my office on 10/4 and had well over 300 emails and in the meantime was advised that someone had hacked our account and sent out over 1 million junk emails. We learned this from our backing account, which also can be verified by our IT person and since then also have had issues with aol and Gmail account emails. On 10/5 [redacted] sent our owner [redacted] another email stating he left him a 9/29 voicemail and had not heard back from [redacted] nor me and indicted he would be contacting Allied and the Revdex.com. EXHIBIT N. [redacted] forwarded the email to me and I replied on 10/5 EXHIBIT O at which time he was advised the washer pan would be added on for $24.00 or if he wanted me to find another firm for the DR Table or cash out at the 60 cents liability. As well, I advised he could submit an estimate on the floors/stairs. I also offered him in the 10/5 email a $150 cash allowance for his customer issues separate from the move damages. We did not receive any correspondence back from [redacted]ntil this Revdex.com Complaint received at our office on 11/17/16. [redacted] indicates he made an attempt to send his estimate on 11/12/16 to my email which came back as a failure. EXHIBIT P. This further confirms our email issues with Gmail accounts after our server was hacked. The estimate now sent in was in the amount of $6,782.50 which represents entire new hardwood flooring, along with new sub flooring and trim. EXHIBIT Q. I immediately contacted [redacted] and spoke with him regarding the damages he inspected and repaired. He indicated most of the stairs had scrapes to the front nose part of which he repaired. He further mentioned that not every step was damaged, he estimated about ¾ or 10 steps of the 15 and did not find any excessive damage to the main part of the step but rather most to the nose which would indicate being damaged by a dolly wheel moving items. The floor in 1 room had a scrape to 1 board in a room to the left of entry way hall/front door. EXHIBIT R is home floor plan. [redacted] indicated he was unable to determine the cause of the scrape in that room because NO furniture was located in the room and found it difficult to distinguish how the floor was damaged if no furniture was placed in that room on delivery day by the movers. We determined that the home was built in 2015 and put on market near the end of 2015 and thus this move did not take place until over 7 months later. [redacted] also mentioned that [redacted] thought there was some floor issue possibly in another room, however he indicated to [redacted] that you can only see the scrape or scratch in a certain light when it shines. This would tell us that it was not in fact moving damage but rather most likely imperfection in the hardwood. If the wood was damaged due to moving it would be clearly visible. Our liability is to repair moving damage only of which we feel we have done as far as the steps are concerned and as well there is not complete evidence of moving damage to the 6 inch scrape in the room with no furniture, however in an effort to resolve this issue we will propose the following for the steps and floor: To resand and refinish the stair steps is betterment for which we are not liable. Central Van determined based on other average claims to redo a stair step in the area is about $85 each.  We will offer ½ of that since our company has already made repairs to the steps. Further, we will offer $150 for the replacement board and another $150 for labor on the floor scrape. We will also honor the claim for a bottle of wine which fell out of their wine fridge during moving. This is technically a packed by owner item and should not have been left in the fridge for moving. We had no way of knowing this. Also, [redacted] now states after 4 months that a bed was damaged during the night and wants added to the claim. If the bed was damaged in the move, it would have collapsed long before 4 months after the move. Also in the State of WV, the time limit for filing damage claims has expired. However, we will honor these 2 items in an effort to resolve the issues if he is willing to accept our final cash offer of $1,097.00. Our settlement for this claim is as follows: Dresser, Nightstands, Bed Frame, Bookcase, Door Frames, Walls and Stair Step Nosing all repaired on 9/19/16. $150 Cash Allowance for service issue/packing of matts/cartons Washer Pan cash offer $30.00 Queen Mattress Cover based on 120 pounds for queen mattress at the Basic 60 cents liability elected by the customer for released value on the Bill of Lading which is legal contract in WV.120 # x 60 cents = $72.00 Bottle of Wine 10 # x 60 cents = $6.00 DR Table 110# x 60 cents = $66.00 Bed collapse queen bed 80# x 60 cents = $48.00 Floor in 1 room  $300.00 Steps   $425.00 We feel the repairs and this cash offer is more than fair based on the circumstances and damages which are verified. As well, Central Van has honored items that are clearly not our liability in an effort to bring this to a fair and amicable conclusion. Thank you and this will conclude our review e...

April 5, 2017Revdex.com/Canton Regional Greater WV[redacted]This correspondence is in response to the above complaint. This is the first correspondence Central Van has regarding an issues with this move on 3/20/17 from Westover to Morgantown, WV. Our internal phone and email...

records were checked and to date we find no record of a call or email. We also verified with our General Manager at The location, the salesperson Joe Newmeyer and our move coordinator and one have had an correspondence regarding this move. The shipping documents were also reviewed and there are no notations on the paperwork to indicate damages or issues.Our company is a regulated carrier in WV and must adhere to the rules under the Motor Freight No 100 tariff and there is an Official Process for filing claims and stipulated on the Reverse Side of the Freight Bill of Lading (which is legal contract) and also on the a form we present to the customer on move day to make them aware. The Form is marked CUSTOMER: PLEASE READ CAREFULLY and it indicate that a customer must call our office to report and obtain a claim form for filing in the event of loss or damage and it is not enough to advise the driver.This form was presented on 3/20/17 move day and bears the signature of [redacted]I will attach with this complaint and as well email to [redacted] the necessary Statement of Claim Form and Instructions to her in order to file a claim for loss or damages. I cannot proceed in the State of WV without this claim filed in writing. The state only allows 10 days form the date of delivery to file a claim but in this case, I can allow 10 days form today or the claim must be received no later than 4/15/17 in order to be opened and reviewed.Central Van is willing to work with consumer on any issues and damages for resolution, however we must follow our legal procedures as mandated.I did review with our manager regarding the washer and dryer and it was simply an oversight that it was left in garage as the move took 11.5 hours and our crew did not complete until 8:30PM from leaving our facility at 8AM. I also reviewed the estimate provided to the customer by our sales rep., [redacted]r and it was in the amount of $1,584.86 and actual total time/charges came in at $1,846.97, thus $262.51 more than the estimate.I am attaching all documents and the claim form and instructions with this complaint to include:Claim Filing Letter, Claim Filing Instructions, Presentation of Loss or Damage form, WV Motor Freight Tariff Item 190 excerpt on claims, the estimate provided by Mr. Newmeyer, the Freight Bill of Lading front and reverse sides and the Customer Form. Thank you and if the customer will file the claim in writing with our office within 10 days, our company will review for resolution.Sincerely,[redacted]Director, Corporate QualityCentral Van & Storage[redacted]