CIESA

Unfortunately, the terms of valuation under an Interstate move do not work with those parametersCoverage is exteded and is covered under, repair to pre-move condition I can extend that we pay you the estimated cost of repair as follows: Liquor Cabinet $ Jewelry cabinet $ Wall damage $ You may then contact the repair firm of your choice to have repairs performed

We show this claim was paid in full on Nov Thank you! [redacted] AArnold Relocation Interchange Way Louisville, Kentucky [redacted] Direct: ###-###-####

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 We still have not been contacted by AArnold, or its representatives, to schedule repair for our furnitureWe would like to have our damaged furniture replaced, or repaired and the cost of the insurance/coverage refundedWe did not pay $for additional coverage to be ignored for monthsWe have no faith that AArnold is interested in, or capable of, repairing the damage that they caused to our property 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 business obviously did not read my statement, as it had nothing to do with char**s and when they were accrued It relates to inexcusable customer service and mishandling of moving quotes, in addition to miscommunication amongst their own team Regards, [redacted] **

I will resend the paperwork, I am sorry you have not received it

[redacted] ***I received the check from AArnoldCould we please close the complaint?Thank you, [redacted]

[redacted] I apologize for the delay in receiving your checkYour check was requested and processed as we advisedSomewhere in the processing, there was an error madeI personally had accounting reissue the check and have attached a copy for you referenceIt will put in the mail this afternoonYou shold have it sometime next week [redacted] Director, Quality Assurance and Customer Service AArnold World Class Relocation Interchange WayLouisville, Kentucky [redacted]

We have previously responed to Mr [redacted] s complaint In addition to the point that events and communications during the move do not support Mr [redacted] s story; claim procedures as outlned to Mr [redacted] by both us and Mr [redacted] s employer were not followed by him, our office was not notified of any issue with the carpet for more than two weeks after Mr [redacted] replaced his carpet, and no evidence of the problem was presented to us prior to the customer's having the alleged damage removed and destroyedHis office is aware of our response as well

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 response stated that they would send some paperwork to me this week, but it has not yet arrived and the day response time expires today Please keep this open until I have had a chance to review AArnold's response Regards, [redacted]

The response from this complaint is being handled by [redacted] , who is the President of Sterling International, not AArnoldMr [redacted] can be reached at [redacted] He will also be responding to the customer directly via email

Better Business Bureau: 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 firm made a counter-offer that I, in good faith, accepted less money than was due me with the promise that the payment would be processed that week In their e-mail to me from Monday, 11/02/, I was told that the check request was being "hand-walked" to accounting and it would be ready for me by the end of the week It was not ready when promised All I have ever asked over the past months is for A-Arnold to just do what they promised meAnd now that I accept less money, once again they LIED about what they were going to do One would think that the manager would have paid more attention to this issue to see that the check would be ready when promised.Since they refuse to honor their commitments, it appears I must go to court for the full amount plus additional damages in order to get them to do nothing more than what they promised, in writing, to do 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[redacted] rejects that he and his company Sterling International a division of AArnold World Class movers, is responsible for the failure to fulfill the contract that we agreed on He will not reimburse me what I paid him to unload, assemble and place my furniture including an extra fee for the piano He wants the [redacted] company that he subcontracted with to reimburse me, in [redacted] dollars I do not accept this I contracted with Sterling, and I want Sterling to reimburse me what I paid STERLING International to do I also want an itemized bill of all the fees.He has yet to provide this I had to make an extra trip to [redacted] at a personal cost of $plane ticket, so that I could open all the boxes, assemble my furniture, place items and spend hours cleaning every item of two months of mildew from being boxed for so long I want a full reimbursement from Sterling for those charges and for my plane ticket $2,This is more than fair to ask forAnd I am being extremely generous by not asking for more Regards, [redacted]

Complaint ID: [redacted] With regard to Ms [redacted] 's complaint, she is correct: the person accountable for our Claim Dept was terminated for poor performance on August 22, 2016--primarily for not responding to issues like Ms [redacted] 'sPer our contract with the United States Government, Ms [redacted] 's claim was settled in full for $and the check was mailed on August 26, Ms [redacted] 's treatment was inexcusable, and we apologize for her poor service

Mr [redacted] was paid $(his full and accepted claim settlement) on check # [redacted] dated 8/12/Let me know if you need more; again, I apologize that we did not respond to the complaint more quickly [redacted] Chief Executive Officer AArnold Relocation Interchange Way Louisville, Kentucky [redacted]

This move was a Kentucky Intrastate move tendered to AArnold by an out of state company [redacted] They chose to handle claim settlement themselves since they were the booking, billing, and insuring entity; and they have done so The move was billed by and through them, so any further adjustment should be discussed with them They have instructed AArnold not to have further contact with the customer

Hello,I am providing all of the emails and pictures that I have related to the claim for damages that I sent to A-Arnold Relocation, [redacted] *** These attached emails are the documentation for the record In response to the comments back from A-Arnold:My wife and I both spoke with the lead **iver who admitted that it was one of the other workers he had hired who was responsible for the stains on the carpet In addition, he said that he would inform the company As I had stated, I am an active duty officer and as soon as I arrived in Dallas, I was immediately involved with very important departmental projects I sent the message and the pictures as soon as I was able to do so In addition, I have additional pictures of areas of the carpet prior to the movers coming showing that the carpets were in good shape and did not have spots on them My wife had taken these pictures to have a visual record of our household goods; however, the areas of the carpet that are shown in the pictures show that the carpets were in good conditionI sincerely hope that A-Arnold reconsiders their assessment and agree to cover this claimPlease let me know if you need any additional informationThank you for your attention to this matterWith respect, [redacted] _____________________________________________ [redacted] ** [redacted] [redacted] [redacted] ***I look forward to hearing from A-Arnold; I find it extremely hard to believe that a city the size of Dallas does not offer air-conditioned/climate controlled storage This seems hard to justify.Thanks [redacted] ***:Good morning [redacted] , I hope you had an enjoyable holiday seasonSomeone from the A Arnold claims team will be contacting you today to discuss closing out your carpet issueAdditionally, they are searching for a climate controlled facility to meet your needsThey're expanding the search beyond the Dallas areaPlease inquire about this when they call youThank you, [redacted] Relocation Services Branch [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] Good morning – Hope you are well I was following up on the email I had sent about the claim for the carpet damage Thx, [redacted] _____________________________________________ [redacted] *** [redacted] [redacted] [redacted] *** [redacted] ** [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] ---------- Forwarded message ---------- [redacted] * Hope you are well I was following up on the email I had sent about the claim for the carpet damage Thx, [redacted] _____________________________________________ [redacted] ** [redacted] [redacted] Hi ***,Thanks...and yes, the spots were definitely put there by the one mover (who was sub-contracted by the **iver...he was the same person who came to my office at CDC with an expired **iver license; I saw him smoking near my front door; and he leaned my brand new front door on the side of the house with no protection on the door (the front of the house is stucco and a pad would have been all that was needed) - when he saw me pull the door away from the house, he immediately ran over with a carpet pad; so he knew that was wrong!And, I think $for replacing the carpet and pad for the stairs, hallway, and four bedrooms is an amazing price!! This price would even be reasonable for replacing the carpet on the stairs and the hallway, with the idea of matching to the four bedrooms, in this short time period.This would go a long way in having them move forward to providing good customer service.And another thing - how would I justify lying and placing tar spots just on my stairs and hallway and no other place in my house? I hope that they know that I intend to follwith this through the legal manner if they don't respond favorably to my request.Thanks [redacted] Good morning [redacted] , I too share your frustration with the companyTheir assignments have been suspended until customer service improvesI'm sorry for your particular situationThe last time I spoke with [redacted] I was informed that you had been compensated for half of the new carpet purchaseI did stress the fact that you were requesting the full out-of-pocket expense I was told that there wasn't evidence that it was in fact the movers who tracked the tar/paving material insideYour situation has definitely spurred conversation and pointed out the issues going forward with the companyI'll try once more to plead your case, unfortunately there's only so much we can do Thank you, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] Good morning ***, Hope you are wellI would like to follwith this The movers ruined my carpet in such a way that I had no choice but to replace in time for the showing of he house as it went on the marketI have pictures and letter from the folks who had to install the carpet In addition, I had even spoken with you about the spots on the carpet The movers state that you or someone from your area are "ok with our stance on the issues" Would you please clarify what this means? I am very serious in that I want to follwith this As I had stated to you before, I have not been impressed with the company...as a matter of fact, I would go so far as saying that they should not be used When I had stated a number of problems I was experiencing, you mentioned that you were aware that they were short handedLooking forward to hearing back from youThanks [redacted] ----------------------------------------------- [redacted] Begin Forwarded Message: From: " [redacted] " < [redacted] Sent from my iPhone Begin forwarded message:From: [redacted] Date: November 18, at 12:53:CSTTo: [redacted] < [redacted] @yahoo.com>Subject: Re: pictures of carpetHello ***, I am sorry, there is nothing to discuss with meI asked upper management and ownership to revisit and was again told a firm noThe denial is firm Further they shared that the folks at GSA are fine with our stance [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] Be GoodHave FunLouisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: [redacted] < [redacted] @yahoo.com> To: [redacted] [redacted] [redacted] [redacted] [redacted] ** Subject: Re: pictures of carpet ________________________________________Hi, I would like to discuss this The stains were not there prior to the movers and I see no reason why they were there when I arrived at the house and found these spots Are you implying that I, as an active duty officer, am claiming for damage, that is not true? I would like to have this issue re-addressed..I believe that your conclusion is inconsistent with your initial points in a previous emailLooking forward to hearing back from youRegards, [redacted] On Nov 17, 2016, at 13:59, [redacted] wrote:Hello **., All involved parties have evaluated details at lengthThere is no proof stains were caused by the crewThis claim remains deniedThanks you for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: Claims AArnold/aarnold To: Claims AArnold/ [redacted] Cc: [redacted] < [redacted] @yahoo.com> Date: 11/07/08:AM Subject: Re: pictures of carpet Sent by: [redacted] ________________________________________Hello **We regret that we must deny your claimAll claims must be inspected before resolutionWe were not given this opportunitythank you for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: Claims AArnold/aarnold To: [redacted] < [redacted] @yahoo.com>, Date: 10/24/11:AM Subject: Re: pictures of carpet Sent by: [redacted] Grzegorski ________________________________________ [redacted] sent the pictures, we will reviewthanks for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: [redacted] < [redacted] @yahoo.com> To: [redacted] Date: 10/24/11:AM Subject: Re: pictures of carpet ________________________________________Hi ***, I found the email I had sent to [redacted] I replied to that...let me know when you get the picturesThx [redacted] On Oct 24, 2016, at 10:19, [redacted] .com wrote:Hi **., Thanks for speaking with me regarding issues at handPlease forward pictures of the carpet issues [redacted] Claims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] .com [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics ---------- Forwarded message ----------From: " [redacted] , [redacted] ***Subject: Follon my claim - [redacted] Good morning ***,Hope you are well.I would like to follwith this The movers ruined my carpet in such a way that I had no choice but to replace in time for the showing of he house as it went on the market.I have pictures and letter from the folks who had to install the carpet In addition, I had even spoken with you about the spots on the carpet The movers state that you or someone from your area are "ok with our stance on the issues" Would you please clarify what this means? I am very serious in that I want to follwith this As I had stated to you before, I have not been impressed with the company...as a matter of fact, I would go so far as saying that they should not be used When I had stated a number of problems I was experiencing, you mentioned that you were aware that they were short handed.Looking forward to hearing back from you.Thanks [redacted] ----------------------------------------------- [redacted] Begin Forwarded Message: From: " [redacted] " < [redacted] @yahoo.com>Subject: Fwd: pictures of carpetDate: December 07:14To: " [redacted] , [redacted] Sent from my iPhone 5Begin forwarded message:From: [redacted] .comDate: November 18, at 12:53:CSTTo: [redacted] < [redacted] @yahoo.com>Subject: Re: pictures of carpetHello **., I am sorry, there is nothing to discuss with meI asked upper management and ownership to revisit and was again told a firm noThe denial is firm Further they shared that the folks at GSA are fine with our stanceClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] .com [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics F [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** Subject: Re: pictures of carpet ________________________________________Hi, I would like to discuss this The stains were not there prior to the movers and I see no reason why they were there when I arrived at the house and found these spots Are you implying that I, as an active duty officer, am claiming for damage, that is not true? I would like to have this issue re-addressed..I believe that your conclusion is inconsistent with your initial points in a previous emailLooking forward to hearing back from youRegards, [redacted] On Nov 17, 2016, at 13:59, [redacted] .com wrote:Hello **., All involved parties have evaluated details at lengthThere is no proof stains were caused by the crewThis claim remains deniedThanks you for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] .com [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted] ________________________________________Hello **We regret that we must deny your claimAll claims must be inspected before resolutionWe were not given this opportunitythank you for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: Claims AArnold/aarnold To: [redacted] < [redacted] @yahoo.com>, Date: 10/24/11:AM Subject: Re: pictures of carpet Sent by: [redacted] ________________________________________ [redacted] sent the pictures, we will reviewthanks for your patience with the processClaims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] .com [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics From: [redacted] < [redacted] @yahoo.com> To: [redacted] .com, Date: 10/24/11:AM Subject: Re: pictures of carpet ________________________________________Hi ***, I found the email I had sent to [redacted] I replied to that...let me know when you get the picturesThx [redacted] On Oct 24, 2016, at 10:19, [redacted] .com wrote:Hi **., Thanks for speaking with me regarding issues at handPlease forward pictures of the carpet issues [redacted] I Claims/Resolution Department AArnold Relocation Interchange Way Louisville, Kentucky [redacted] .com [redacted] [redacted] Be GoodHave Fun Louisville Action Coach CEO of the Year AMSA Independent Mover of the Year Revdex.com of Louisville Torch Award for Marketplace Ethics

The complaint has been escalatedThe repair firm has been contacted to schedule the repairs

Mr [redacted] s version of events is not accurateNo damage was claimed or reported to the crew at the time of packing/loading; and the **iver's report was that the home/carpets were prepped (covered to prevent tracking in) prior to packing/loading, which is standard procedure We were also not given the opportunity to inspect the alleged damages prior to replacement or to use an authorized vendor for replacement/cleaningEssentially, the customer decided the carpet was damaged and replaced it, in both cases without notifying us; and now wants us to pay for the new carpetThis claim has been denied from our initial notification--which was after the new carpet was installed--because it did not follow proper procedureBoth the customer and his department have been made aware of this on multiple occasions---------- Forwarded message ---------- From: A ArnoldDate: Mon, Jan 9, at 4:PM Subject: [redacted] One addition for clarification to our response to the [redacted] complaint: in spite of the customer's urgency to fixing this alleged issue, we were not notified of this problem in any manner for two weeksThank you!

Mr ***,
The below was sent to your email on 11/at 12:20pm that the check was being cut this week*** will be emailing you the check number as promisedI am not sure why you are insistingthat no one is doing there job, because everything I have advised would be done is being done as discussed
Mr***,
Your check request was hand carried as I promised and was processed in the system, it will be mailed this week to youI advised that I would have *** email you once she had it in hand
Thank you,
*** ***

We apologize for *** *** issues. Per her policy and settement, the check for $is being sent today