CIESA

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 7 day response time expires today.  Please keep this open until I have had a chance to review A. Arnold's response.
Regards,
[redacted]

The complaint has been escalated. The repair firm has been contacted to schedule the repairs.

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 A. Arnold 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 $1000 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.  $2,600.00 This is more than fair to ask for. And I am being extremely generous by not asking for more.
Regards,
[redacted]

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

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 condition. I sincerely hope that A-Arnold reconsiders their assessment and agree to cover this claim. Please let me know if you need any additional information. Thank you for your attention to this matter. With respect, [redacted]  _____________________________________________[redacted]<...⇄ /> [redacted]
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[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]
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[redacted]:Good morning [redacted], I hope you had an enjoyable holiday season. Someone from the A Arnold claims team will be contacting you today to discuss closing out your carpet issue. Additionally, they are searching for a climate controlled facility to meet your needs. They're expanding the search beyond the Dallas area. Please inquire about this when they call you. Thank you,[redacted]Relocation Services Branch[redacted]
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[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] 
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[redacted] Hope you are well.  I was following up on the email I had sent about the claim for the carpet damage…. Thx,[redacted]   _____________________________________________[re...⇄ /> [redacted]
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[redacted]Hi [redacted],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 $1500 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 follow-up with 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 company. Their assignments have been suspended until customer service improves. I'm sorry for your particular situation. The last time I spoke with [redacted] I was informed that you had been compensated for half of the new carpet purchase. I 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 inside. Your situation has definitely spurred conversation and pointed out the issues going forward with the company. I'll try once more to plead your case, unfortunately there's only so much we can do Thank you,[redacted]
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[redacted]Good morning [redacted], Hope you are well. I would like to follow-up with 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 follow-up with 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] -----------------------------------------------[redact...⇄ /> [redacted]
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[redacted] Begin Forwarded Message: From: "[redacted]" <[redacted]
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[redacted]Sent from my iPhone 5 Begin forwarded message:From: [redacted]Date: November 18, 2016 at 12:53:24 CSTTo: [redacted] <[redacted]@yahoo.com>Subject: Re: pictures of carpetHello [redacted], I am sorry, there is nothing to discuss with me. I asked upper management and ownership to revisit and was again  told a firm no. The denial is firm.  Further they shared that the folks at GSA are fine with our stance. [redacted] 
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[redacted] Be Good. Have Fun. 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics From:        [redacted] <[redacted]@yahoo.com> To:        [redacted] 
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[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 email. Looking forward to hearing back from you. Regards, [redacted] On Nov 17, 2016, at 13:59, [redacted] wrote:Hello **., All involved parties have evaluated details at length. There is no proof stains were caused by the crew. This claim remains denied. Thanks you for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted] 
[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> From:        Claims A. Arnold/aarnold To:        Claims A. Arnold/[redacted] Cc:        [redacted] <[redacted]@yahoo.com> Date:        11/07/2016 08:26 AM Subject:        Re: pictures of carpet Sent by:        [redacted] ________________________________________Hello **. We regret that we must deny your claim. All claims must be inspected before resolution. We were not given this opportunity. thank you for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted] 
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[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> From:        Claims A. Arnold/aarnold To:        [redacted] <[redacted]@yahoo.com>, Date:        10/24/2016 11:36 AM Subject:        Re: pictures of carpet Sent by:        [redacted] Grzegorski ________________________________________[redacted] sent the pictures, we will review. thanks for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted] 
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[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> From:        [redacted] <[redacted]@yahoo.com> To:        [redacted] Date:        10/24/2016 11:27 AM Subject:        Re: pictures of carpet ________________________________________Hi [redacted], I found the email I had sent to [redacted]. I replied to that...let me know when you get the pictures. Thx [redacted] On Oct 24, 2016, at 10:19, [redacted].com wrote:Hi **., Thanks for speaking with me regarding issues at hand. Please forward pictures of the carpet issues. [redacted] Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted].com [redacted] 
[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> ---------- Forwarded message ----------From: "[redacted], [redacted]
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[redacted]Subject: Follow-up on my claim - [redacted]Good morning [redacted],Hope you are well.I would like to follow-up with 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 follow-up with 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]
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[redacted]Begin Forwarded Message: From: "[redacted]" <[redacted]@yahoo.com>Subject: Fwd: pictures of carpetDate: 13 December 2016 07:14To: "[redacted], [redacted]Sent from my iPhone 5Begin forwarded message:From: [redacted].comDate: November 18, 2016 at 12:53:24 CSTTo: [redacted] <[redacted]@yahoo.com>Subject: Re: pictures of carpetHello **., I am sorry, there is nothing to discuss with me. I asked upper management and ownership to revisit and was again  told a firm no. The denial is firm.  Further they shared that the folks at GSA are fine with our stance. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted].com [redacted] 
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Be Good. Have Fun.  2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics  F[redacted]        [redacted] 
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[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 email. Looking forward to hearing back from you. Regards, [redacted] On Nov 17, 2016, at 13:59, [redacted].com wrote:Hello **., All involved parties have evaluated details at length. There is no proof stains were caused by the crew. This claim remains denied. Thanks you for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted].com [redacted] 
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Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> [redacted]        [redacted] 
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[redacted]        [redacted] ________________________________________Hello **. We regret that we must deny your claim. All claims must be inspected before resolution. We were not given this opportunity. thank you for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted] 
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Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> From:        Claims A. Arnold/aarnold To:        [redacted] <[redacted]@yahoo.com>, Date:        10/24/2016 11:36 AM Subject:        Re: pictures of carpet Sent by:        [redacted] ________________________________________[redacted] sent the pictures, we will review. thanks for your patience with the process. Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted].com [redacted] 
[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg> From:        [redacted] <[redacted]@yahoo.com> To:        [redacted].com, Date:        10/24/2016 11:27 AM Subject:        Re: pictures of carpet ________________________________________Hi [redacted], I found the email I had sent to [redacted]. I replied to that...let me know when you get the pictures. Thx [redacted] On Oct 24, 2016, at 10:19, [redacted].com wrote:Hi **., Thanks for speaking with me regarding issues at hand. Please forward pictures of the carpet issues. [redacted]i Claims/Resolution Department A. Arnold Relocation 5200 Interchange Way Louisville, Kentucky 40229 [redacted].com [redacted] 
[redacted] Be Good. Have Fun. <mime-attachment.jpg> 2015 Louisville Action Coach CEO of the Year 2014 AMSA Independent Mover of the Year 2013 Revdex.com of Louisville Torch Award for Marketplace Ethics <mime-attachment.jpg>

A second audit has been completed and the charges are correct. A shuttle was used in accordance with normal moving standards and to prevent any liability or damage to any residence. Google Maps shows this area clearly and navigation was deemed to be an issue. Also, the weight of the...

shipment went up by over 2000# from the original estimate due to items being added which would significantly raise the cost. Copy of the itemized charges are attached.  We consider this matter closed and finalized.

The President of Stering International is corresponding with this customer. This is not a customer of A. Arnold. Customer has responded that she will review his email and advise her comments

We apologize for Mr. [redacted]'s issues and the delayed payment. Per his selected coverage, the claimed amount was $2000 and he had a $500 deductible policy.  His check for $1500 is beig sent today.

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] I paid but still have a complaint against the company, they still have not worked me with the bill. Waving interest is not good enough, I would like a free spraying next year, or a discount thank you, or a credit on my account, they can afford that, it wont break them!! they have the picture of the scratch on my breast, that my cat did to me, that [redacted] did not follow directions, and be careful, she only worried about getting paid, and taking short cuts.  Appreciate your help in this matter it is greatly appreciated.  We did not want [redacted] to spray we asked for her son only, he always gets it right.  Sorry but that is the way it is, I asked for her to call me before arriving, and she did not. She is not to proceed to the back first.

The business reached out to Revdex.com and stated there customer, not the indivual that filed the complaint, called and paid for services in full and is looking to have the business continue services at the address.

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]'s. Per our
contract with the United States...

Government, Ms. [redacted]'s claim was settled in full for $650 and the check was mailed on August 26, 2016. Ms. [redacted]'s treatment was inexcusable, and we apologize for her poor service.

The General Manager of the Louisville branch has been notifed of your complaint. There is a process for filing a claim for the delay of delivery of items.

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Upon contacting the owner of the business, they claim a payment booklet was mailed and not received. Lawn care services was not performed, and charges were applied in advance totally more than $[redacted] in fees. When asked why lawn services was not being performed per the 10 applications, it was implied that other offers was not considered for lime & fertilizer for $[redacted]. I was billed on a pro rated system for services not performed. In July the owner and staff were notified to cancel any and all further services and remove my contact information from there data system. This is why with regrets 10 years ago the services was extremely poor that services was terminated.  After reconsidering I wanted to give the company another opportunity with hopes of positive results. 
Regards,
[redacted]

Mr. [redacted] was paid $112.04 (his full and accepted claim settlement) on check #[redacted] dated 8/12/16. Let me know if you need more; again, I apologize that we did not respond to the complaint more quickly. [redacted] Chief Executive Officer A. Arnold Relocation 5200 Interchange Way ...

Louisville, Kentucky 40229 [redacted]
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Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]