Chipman Relocations

Relocating is very stressfulIn reviewing the parameters agreed to in our contract that was signed by the customer we picked up the shipment with our local crew on the date agreed so the customer could begin their journey to their new homeThe long distance driver loaded the shipment from our warehouse some days later but since this was a small shipment of approximately 4,pounds the long distance driver had to pick up more shipments over the course of several days to fill out his foot trailer which typically hold up to 30,pounds As the driver headed cross country to deliver all of the shipments he encountered challenges with some of the other shipments and the driver had to adjust the delivery datesThis happens fairly regularly in our industry due to homes sales not closing, delayed lease signings, weather, mechanical issues and other delay causing issuesThis is why we have have a delivery spread on every order and keep the customer informed as the driver makes his way across the country The driver delivered within the delivery spread albiet later in the delivery spreadWe do not intentionally try to add additional stress on our customers by keeping them informed of their shipments progressOur Move Coordinators keep very detailed records of communications with each customerThe Move Coordinator assigned to this move is the top Move Coordinator in the company and documents all conversations so there is permanent record of what transpired We sincerely apologize for the factors out of our control that created additional stress

I apologize but I either did not receive the first complaint or with the many emails I receive and respond to it was overlookedFirst step in any move is to file a claim with our companyNormally the claim would be filed online utilizing our websiteIn this case I will ask our Adjusting department to reach out to the customerThe customer should be receiving a call from them within hours or if the customer prefers they can file a claim on line using our website [redacted]

Based on the original complaint filed and further review of the issues experienced the company accepts responsibility of the driver for his in appropriate comments and failure of the General Manager to return calls in a timely mannerThe original cost of the move was $4,and to show good faith a refund will be issued in the next days in the form of a check in the amount equal to 10% ($494.56) of the total cost of the moveThe company and the employees involved with the move sincerely apologize for their miss steps

Revdex.com:
Hi,
I was traveling and unable to respond to your email or BBC automated message I have looked at the response from me and I would like to amend I am satisfied with the business's resolution of the matter and would like the complaint amended to reflect that I feel they have acted in good faith to resolve and I don't want a "no response" or unsastifactory response on my complaint
Please record as requested
*** ***

We were able to come to an amicable solution with Mr***. See belowPlease let me know if you have any questions
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

hi,
I did not respond to the update complaint request as I was awaiting their check settling the claim They have committed
in writing to an acceptable settlement; however, I don't consider the complaint settled until the money is in my possession Per their representatives the check has been sent and I should anticipate receiving it early next week
Sincerely,
*** ** ***

Dear Revdex.com and Mr***,
The claim form forwarded to us signed by Mr*** on 7/18/ from *** *** Storage Company,has no property damage listed on the claim form There is no property damage notations made to the delivery documents at the time of delivery inidicating new
damage to the walls and rails just notations made to household goods damageNo information with regard to any property damage from the date of the move to receipt of the claim form and our phone discussion with Mr***
We feel the damage that was repaired should have been apparant and obvious at the time of delivery and noted on the delivery control form with the other items being claimed as damage or missing*** *** is settling Mr***'s household goods claim.
Chipman Adjusting Services- would be the agent to handle any property damage as we delivered from our warehouse to the current residenceChipman Adjusting Service/Claim Adjuster/*** *** contacted Mr*** the same day as receiving the claim form to discuss how he would file for property damage and was told he had already initiated the repairs to the property prior to allowing the company the opportunity to view any claim of property damage
An inspection would have determined any new and transit damage and liability. Once repairs are completed there is no way to determine this information and negates any claim
It is true ***'s household goods went into our Chipman temp storage on 5/26/and was delivered out on June 24,
We are sorry we could not settle as anticipated but needed to be able to determine property damage as new and transit and the direct result of the carrier's mishandlingThere is no way to determine this based on the information provided above
Thank you,
***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate Chipman's willingness to accept responsibility and give us a 10% refundThank you for working with us to understand the issues and provide compensation for the problems they caused.Sincerely, *** ***

Complaint: [redacted]I am rejecting this response because:
While relocating might be stressful for the moving company, it should not be stressful for the party paying for a service that is intended to make moving easier. Relocation companies are industry experts and are relied upon by individuals who do not know the industry to receive proper and accurate information. That was not the case during this move. Individuals such as myself hire relocation companies because they trust them to make their lives easier and tell them the truth. That trust is destroyed when such companies fail to meet the expectations their employees set with their customers.
Throughout the entire moving experience, my wife and I were verbally misled. Verbal and additional written confirmation of pick-up and delivery dates were provided outside the original written contract stating delivery would occur prior to the date on which the delivery actually happened. The move coordinator, while pleasant to talk to, could have easily been given incorrect information and was expected to deliver the information that she had in her possession with regards to pickup and delivery times. She was the messenger, but the message was incorrect.
Additional portions of my original complaint were not addressed. Verbal threats to 'put our possessions in storage' also fall outside the written contract. Being ignored by the general manager of the company was not explicitly outlined in the written contract either. Poor treatment by Chipman's employees needs to be addressed and rectified.
I have been fully relocated for nearly a month now. The stress is gone. But any stress I ever endured was caused by Chipman Relocation Services, not by the move. Sincerely,[redacted]

I apologize but I either did not receive the first complaint or with the many emails I receive and respond to it was overlooked. First step in any move is to file a claim with our company. Normally the claim would be filed online utilizing our website. In this case I will ask our Adjusting...

department to reach out to the customer. The customer should be receiving a call from them within 48 hours or if the customer prefers they can file a claim on line using our website [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.
The denial letter contains several crucial errors and incorrect statementsl…
·         The letter incorrectly states delivery of the goods took place on 05/26/16. Delivery, in fact, took place on 06/24/16 and most items were not unpacked by the crew until 06/25/16.
·         The letter states that the mover coordinator was not aware of any damage until 07/18/16, when in reality:
o   I let the mover coordinator (in Chicago, where I had booked the move) know of issues with the delivery service on the day of the delivery (06/24/16).
o   I followed up via email regarding missing items and/or damages a few days later.
o   I did not receive any claims forms from the mover until weeks after delivery.
o   When I noticed that the claims form did not contain any space to note property damage, I contacted the coordinator in Chicago. She, in turn, advised that I would have to file a separate claim for the damage to the walls and rails. That was the first time that I was made aware of the fact that a separate claim had to be filed. Which I did immediately.
·         The letter incorrectly states that the contractor used the outdoor staircase only. Given the location of our rooms inside the condo, that is impossible since our condo is a three-level town home and you have to take the internal staircase to navigate through the rooms. The movers actually carried items up/down the stairs inside our house, placing furniture and boxes into the various rooms, and causing some scuffs and scrapes along the walls and rail.
We had the damage repaired and we expect at least partial reimbursement for those repairs.Regards,[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
The proposed action would not resolve my complaint
irrespective of the proposed re-assessment of damage to the washer, dryer and
table saw as it does not address damage at the source and destination addresses
caused by ChipmanThis includes damage to doors, door jams, walls and the new
hardwood floorI had to pay out of pocket to repair the damage to doors, wall,
etcat the source address in order to rent the propertyThe damage to the new
hardwood floor at the source address has yet be repairedThe damage at the destination
address while minor by comparison has yet be repaired
It should be noted or re-noted that I paid over $as a separate line item
for zero deductable damage coverageThus far Chipman has not offered to
perform any repair or replacementThe offer from Chipman of $_total_ for damage
to the washer, dryer, table saw, source address damage and destination address
damage is grossly insufficient and not made it good faithRather it serves as
a rhetorical point so as indicate that an offer was made without addressing the
important issue of the actual repair or replacement cost in respect to said
"offer"
Regarding the damaged washer, dryer and table saw, repair of these items, if
repair is possible, would constitute an acceptable response in respect to said items
I am available to meet with a repair service as designated by Chipman at the
destination address in order to effect repair of said timesHowever, given the
history of the insufficient and disingenuous response of Chipman to date, I do
not think it likely that meeting with a second third party in the employ of
Chipman to assess but not repair these items would be productive
Regards,
[redacted]

Relocating is very stressful. In reviewing the parameters agreed to in our contract that was signed by the customer we picked up the shipment with our local crew on the date agreed so the customer could begin their journey to their new home. The long distance driver loaded the shipment from our...

warehouse some days later but since this was a small shipment of approximately 4,000 pounds the long distance driver had to pick up 5 more shipments over the course of several days to fill out his 53 foot trailer which typically hold up to 30,000 pounds.  As the driver headed cross country to deliver all of the shipments he encountered challenges with some of the other shipments and the driver had to adjust the delivery dates. This happens fairly regularly in our industry due to homes sales not closing, delayed lease signings, weather, mechanical issues and other delay causing issues. This is why we have have a delivery spread on every order and keep the customer informed as the driver makes his way across the country. 
The driver delivered within the delivery spread albiet later in the delivery spread. We do not intentionally try to add additional stress on our customers by keeping them informed of their shipments progress. Our Move Coordinators keep very detailed records of communications with each customer. The Move Coordinator assigned to this move is the top Move Coordinator in the company and documents all conversations so there is permanent record of what transpired.
 
We sincerely apologize for the factors out of our control that created additional stress.

There is no new information to warrant a reconsideration on our end however we will take under management review and respond back.

Based on the original complaint filed and further review of the issues experienced  the company accepts responsibility of the driver for his in appropriate comments and failure of the General Manager to return calls in a timely manner. The original cost of the move was $4,945.55 and to show good faith a refund will be issued in the next 10 days in the form of a check in the amount equal to 10% ($494.56) of the total cost of the move. The company and the employees involved with the move sincerely apologize for their miss steps.