Claims Service International

We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customers inadvertently allowed the time to expire to accept the settlement offer and called CSI upset at us. We were trying to tell them to go ahead and sign the release form and we will see if the mover will accept it. However, the customer began yelling at our representative and would not listen. We were trying to help them. They were too irate to even listen to our instructions on how to attempt to resolve their issue. If the customers would simply print their signed release form, hand sign it, verify the address is correct for the mover to send the check to- if not correct it directly on the release form, then scan or take a picture of the signed release form and return to ***@CSIPros.org; we will then send it to their mover to see if they will still honor it.

We regret that the customers felt the need to file a bad review. We trust that the above explanation enables them to better understand our position on these matters.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customer is not understanding that CSI must analyze claims based upon claims adjusting guidelines and the contract between the customer and the carrier. Per the carrier's applicable tariff it states that the customer must (in summary) note any missing items. A "global" statement that they have missing items is not sufficient to identify which items are missing. While the customer states that the movers were in a hurry and she had no time to count her boxes and note missing items, she did sign the documents and had time to write the statement she has missing items and could not count her items. While it may be difficult for the customer to get the movers to slow down for them to count her items and mark them off of the inventory sheets, when the movers hand them the paperwork to sign, the control is given back to them and that is when they must count and note any discrepancies.

Since CSI is a 3rd party claims company we must prove to the movers that each item claimed is their liability. We did not have that option with this move since the exact missing items were not listed/noted. We do not expect the customers to open every box, but to look for all TV's and checking off everything listed on the inventory sheets- counting boxes, etc.

The monetary compensation rate for each item we can prove is the liability of the customer is due to the customer's chosen valuation selection of $0.60 per pound per article. We have no bearing over that subject. The customer is the one who had full control of that selection.

Last, we sincerely apologize for the customer not receiving any correspondence with our adjuster. We have done research and Management has addressed this with the involved parties. Should the customer have any further questions they can call us at XXX-XXX-XXXX Monday through Friday 9am to 5pm EST or via email at ***@CSIPros.org. The nine month time frame is only applicable to allowing the customer time to file their claim. They have 9 months from the date they were delivered to file a claim. CSI, being a claims company, does not pay claims, any compensation due to the customer would come from their mover directly to the customer.

We regret that the customer felt the need to file a Revdex.com complaint. We trust that the above explanation enables them to better understand our position on these matters.

CSI has no financial gain resulting from the customer's losses. CSI is NOT an insurance company. CSI is a 3rd party moving claims company who cannot bend Federal Regulations for neither the customers nor the carriers whom we analyze claims on behalf of. We MUST analyze claims within the limitations of the contract between the customer and the carrier. We cannot make any assumptions nor can we use hearsay. Everything must be in black or white; just like in a court of law. We have to prove everything. While the situation the customer speaks of may have occurred, it does not change the fact the documents are signed showing the customer selected $0.60 per pound per article and that is what we MUST use. If the customer took the paperwork to a judge how would they PROVE that the mover forced them to sign for the $0.60 per pound per article where the judge could verify that info? Please understand, we must follow the law at all times and cannot bend it for anyone. While it would please us to see the customer receive more compensation it is not something we can approve or instruct their mover to pay without PROVING it.

Dear Mr. you are very right. The consistency is of customers mistaking us for an insurance company or the coverage provider. As so did you. CSI is only hired to determine settlement amounts based on the coverage and contract terms customers agree to when hiring the Movers. CSI has no advance knowledge on what coverage customers will select until they are referred to us to file a claim. We explain this on our website and on the very first encounter we have with every customer of all of the carriers we provide service to. If you look carefully at the check you have received you will see that it is not from CSI. Yet, your review will continue to give customers the wrong idea of who we are and what we do. Even after we respond to customers and explain both in writing and over the phone, it doesn't help because misleading reviews such as yours continue to cause damage and confusion due to lack of understanding our role. It is very unfortunate that our efforts to mediate go unseen and we have to pay a price for our hard work just because of reviews like this one. I hope that you will have the courtesy to correct your review after you do your due diligence and reread the documents related to both your move and your claim.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

We would like inform you that Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company. Any liability for loss, damage, delay, payment of claim, any/all portions of move or claim are solely those of the carrier. With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option. Therefore, the mover's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer. No matter the value of the item. It is based on a standard weight multiplied by $0.60. Like auto insurance, you cannot expect to have damages compensated for full coverage or the value of your vehicle if you selected and paid for the minimum liability. The monetary compensation amount is pre-determined by the customer the day of the move; therefore our hands are tied when it comes to analyzing the claims. The law states we must analyze claims within the limitations of the contract agreed upon by the mover and the customer.

So, we hope that this clears the situation up for the customer and they will understand we are not part of their mover, we do not determine the rate at which they are compensated, and we tried to help them during this process.

Please find 2 documents below- hard to see, but you CAN tell that the customer selected and signed for the $0.60 per pound per article.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customer does not understand that we are truly a neutral 3rd party claims service. Our job is to analyze moving claims based on Federal Regulations, based upon the contract between the customers and their carriers, based upon evidence, and claims adjusting guidelines. EVERY determination made about a claim must be backed with supporting evidence to verify how we reached that decision; whether it an approval or a denial for any item, we must show evidence beyond a shadow of a doubt to support our decisions.

Further, CSI is not an insurance company. CSI does not pay any claims whatsoever. Any and all liability is / was / and always will be the liability of the carriers. Any compensation determined to be due will be paid directly by the mover to the customers. Therefore, if we no longer analyze claims on behalf of that moving company, even if we approved all the items (which we cannot just show bias by just approving items without following Federal Regulations and having evidence to support that decision) the carrier does not have to honor our determinations. If we don't have an active agreement with the mover to analyze their claims, we are not entitled to work on them, not even to access them. Movers will get their customers' claims info sent back to them to handle; even if we are in the middle of the claim. Our services pertaining to analyzing claims are similar to when you select a tax preparation service to prepare your taxes.

Also, this is a valuation claim which is not the same as insurance. Any insurance would have had to be purchased by the customer on their own items. Valuation is a level of liability which is selected by the customer the day of the move. With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option. Therefore, the mover's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer. Further, compensation is only due when movers are found negligent and when evidence of mishandling of household goods is proven and legally documented. Therefore, if there is no evidence to show the damage is not pre-existing or post-move then we cannot determine the damage as the liability of the mover. Many items were denied due to no notations on the delivery paperwork. While the situation described by the customer is very unfortunate, they could have noted on their documents that they were not allowed to count their boxes or make any notations of damages, as required by the law in order to deem the carrier liable for any missing items.

It is disheartening that the customer feels that we are siding with the carrier. We cannot favor the customer nor the carriers. It is against the law. However, we can't deem the carrier as liable without the required evidence. That would be CSI breaking the law; and CSI cannot break the law for neither the customers nor the carriers.

We sincerely regret that the customer felt the need to file this complaint instead of allowing the representative to explain everything we have said here when they called on 03/09/18. Should the customer be interested in speaking (not arguing) we would be glad to go over the determination with them to see if they would benefit from filing a dispute (allowing them to provide additional substantiating evidence to support their claim). A Senior Adjuster will then review the requested items and take all the additional support into consideration to see if there may be any changes to the settlement amount. This must be done before 04/09/18 if the customer wishes to do so.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customer's claim was settled and emails were sent to him on 11/14/17. One email was the settlement letter explaining how the claim amount offered is determined and the other is a release form for the customer to print and sign, return to CSI so we may then send to their carrier for them to process the payment.

Any correspondence that CSI sends to customers is recorded in their online claim. Customers are given login access to their online claim from day one so they can stay up to date with the status of their claim and never have to worry about if their email handler shoots our emails to spam/junk. The customer has had access the entire time to view their settlement determination.

We did reach out to the customer the minute we received this complaint and heard that they did not know their claim was resolved. We left a very long voicemail explaining to the customer how to log in and access this information. ***We are attaching a copy of the release form (with the amount removed as we do not have the liberty to reveal the amount until the customer has viewed the offer).

We regret that the customer felt the need to file this complaint instead of reaching out to CSI. We would have happily helped him access this claim, but there was not any record of the customer calling or leaving messages. We trust that the above explanation enables them to better understand our position on these matters.

First, we would like to apologize for any inconvenience that the customer may have experienced during the claims process. It is never our intention for our customers to be less than satisfied with our services.

Federal regulations require that there is a resolution to a claim within 120 days from the date the customer submits their filed claim. The customer submitted their claim 07/24/17 and we provided her with a resolution on 11/06/17. Claims adjusting guidelines require that there is clear, verifiable evidence that the movers are liable for damages. Since the customer did not note that there was damage to their floor, we cannot legally determine, beyond a shadow of a doubt, that the scratches on the floor were not pre-existing or post move. There is nothing we can do if the evidence does not support the claim.

We regret that the customer felt the need to file this negative review. We trust that the above explanation enables them to better understand our position on these matters.

First, we would like to apologize for any inconvenience that the customer may have experienced during their move. It is never our intention for our customers to be less than satisfied with our services.

NOT Insurance Company: We would like inform you that Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company. Any liability for loss, damage, delay, payment of claim, any/all portions of move or claim are solely those of the carrier.

Customer Chose the Rate at Which They Will Be Compensated: The customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option. Therefore, the mover's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer.

Claim: Compensation is only due when movers are found negligent and when evidence of mishandling of household goods is proven and legally documented. We did determine that the carrier is liable for the TV- however, it is compensated using the weight of the TV (80 lbs.) multiplied by $0.60 per pound per article. The carrier also decided to offer a gesture of good faith to the customer which then makes the total amount of their claim $250 when their liability is only $48. Gestures of good faith are NOT required and are offered as a customer courtesy only. The customer has yet to respond to this generous offer. We ask that they please log in to her online claim and if they wishe to accept their carrier's offer, they need to print the release form, sign and date it, verify the mailing address for their carrier to send the check to is correct (below the signature line). If it is incorrect, please mark through the address and write the correct address beside that one. Then, please return to CSI so we can forward to the carrier for them to make payment.

While we regret that the customer was not satisfied with her move, we trust that the above explanation enables them to better understand our position on these matters.

First, We Would like to apologize for any inconvenience the the Customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

Customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select full value protection coverage at an additional cost and they refused that option. Therefore, the mover's liability in case negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading. Signed and agreed upon by the customer, further compensation is only due when movers are found negligent and when evidence of mishandling of house hold goods is proven and legally documented. No notation were taken by the customer at time of delivery. While shipment was delivered at destination, customer should have checked and notated if items were not received. Customer filed a claim with our 3rd party claims company on 10/28/17 and a settlement offer was offered to the customer based on the coverage they chose $0.60 customer agreed and signed the release form and it was submitted for payment. Customer was also made aware and agreed that if any reviews are to be posted or published anywhere, either before or after they reached a settlement, that all such reviews, whenever posted, must be withdrawn following a receipt of their settlement payment or all sums received will be forfeited and subject to immediate recovery in the court of law.
We regret the customer found it necessary to file a complaint, but trust that the above explanation enable them to better understand our position in this matter.

We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

Lengthy claims process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports ect. All claim are treated to be equally important and therefore handled in the order that they are received.

120 days to respond: Since the customers move was an interstate move it is governed by Federal Regulations which allows up to 120 days for the processing of a claim. We regret the customer is not satisfied with the service they have received and will offer compensation based on our legal liability through the claims process.
CSI's role explanation: Claim Service International (CSI) is not an insurance company and the customers claim is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the mover's legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of the claim

Increase: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods. The customer provided an inventory list of 77 pieces for the estimate. Upon arrival to the origin the customer requested the movers to pack and load 96 pieces. All customer are instructed in advance that all items be disassembled and packed for safe transportation If items are left loose and are not properly packed, the carrier will either refuse the acceptance of such items for shipping or offer packing services for additional charge. Per the information provided on the original estimate and in conjunction with the shipping documents, the customer required additional in packing services which were not originally pre-ordered and quoted.

We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our potion in this matter.
Kind regards

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

Customer's Questions: You write that you are responding to my claim "Obo" On behalf of All My Sons Moving and Storage of Southwest Florida. What exactly is your role here? Are you an insurer.

CSI's Response:
CSI is not an "insurer". CSI is a neutral 3rd party claims company. We are not an insurance company, this is not an insurance claim, and we do not pay claims. CSI is hired by many movers nationwide to analyze claims on their behalf and tell them their legal liability based upon Federal Regulations, the contractual Bill of Lading, other shipping documents pertaining to the move, and claims filing guidelines. Carriers (movers) are legally allowed to analyze their own claims, but many of them, such as the customer's carrier, outsource their claims to companies such as CSI. Our expertise is moving claims and maintaining a neutral standpoint when analyzing the claims. Our adjusters are not allowed to make any assumptions, they cannot show any preferential treatment, nor can there be bias (for the carrier or the customer) when analyzing claims. If the evidence does not support what is being claimed, we cannot "just allow the items". On the other hand, if the evidence is supporting the claim, we cannot ignore the evidence to save the carrier money. For valuation claims like these, the carriers pay any settlements from their own pockets without recouping their expenses.

Customer's Question:
Are you subject to Florida's law on insurer good faith and fair dealing?

CSI Response:
This move is an interstate move (long distance) and therefore the Carmack Amendment (49 CFR) supersedes all state and local regulations.

Customer's Question:
Did Claim Service International conduct the claim investigation?

CSI Response: Yes

Customer's Question:
Did Claim Service International or All My Sons Moving and Storage of Southwest Florida hire, or otherwise retain any third party to investigate my claim?

CSI Response:
This is addressed above in the paragraph. CSI conducted the review of the claim.

Customer's Questions:
1. Did my goods leave south Florida in a truck trailer or cargo box solely and entirely devoted to the transportation of my goods? Was my move executed as part of a divided truck? Here I'll define my "divided truck" term to avoid confusion. Please consider my term, "divided truck" to mean any truck that left south Florida with an inventory that included my goods and goods owned by others. Were my goods transported from south Florida in a divided truck? At any time en route, were my goods moved from the truck that left south Florida with them aboard, to any other truck trailer or truck cargo box? Were my goods ever removed from the truck trailer or cargo box that transported them from All My Sons Moving and Storage of Southwest Florida's custody so that they could be stored at any physical location other than my goods' final destination in Wilbraham, Massachusetts?

2. You report that "the carrier checked the truck after it arrived in warehouse, and no items were left undelivered". By warehouse, do you mean All My Sons Moving and Storage of Southwest Florida's warehouse? Somewhere else? If by warehouse, you mean a warehouse that is not All My Sons Moving and Storage of Southwest Florida's warehouse, whose warehouse checked the truck to see that "no items were left undelivered"?

CSI Response:
These are questions that we do not have the answers to. However, a CSI employee reached out to the customer's representative and gave them their carrier's contact information to reach their dispatch department on 12/06/17. Dispatch should be able to answer questions about the operations of the move.

Customer's Question:
3. I reported that All My Sons Moving and Storage of Southwest Florida lost my goods. You claim that you have considered my factual statement describing my loss. You also claim that you have investigated the movers' role in my loss. You report that after your investigation, you believe All My Sons Moving and Storage of Southwest Florida's account and you disbelieve me. Please describe how you weighed my credibility. Did you interview me? Did you send me letters asking me to give you more detail before you determined that my claim report to you was a lie?

CSI Response:
This is also addressed in the first CSI response paragraph. There is no bias when analyzing claims. Just like court; you are innocent until proven guilty. The customer did not have evidence to support her claim that there were missing items. The carrier created an itemized inventory list labeled/tagged with color-coded inventory stickers; each one increasing in numerical sequence and the role of these stickers has one lot number. This inventory sheet is provided to the customer at the pickup as the goods are being noted on the inventory sheet so they can track that the items being loaded are corresponding with the proper listed inventory tag number. The customer signed (after the completion of the loading of the goods) that this was done and that the items listed on the inventory sheets were loaded by the carrier for transport. This is EVIDENCE that customer surrendered their items to the carrier for shipping.

Upon delivery, the customer is expected to check off the items on the inventory list as they are being unloaded from the truck. It says on the inventory forms that the customer is to NOTATE any missing items. While it is unrealistic to expect for customers to open every box and advise of missing items while the movers are still there, it is NECESSARY for the customers to count their boxes, to NOTATE any missing boxes which were not checked off on the inventory sheet as being delivered. The customer is supposed to NOTATE ANY DISCREPANCIES on the Inventory Sheets. It clearly states on the inventory sheets "WE HAVE CHECKED ALL THE ITEMS LISTED AND NUMBERED 1 TO _____ INCLUSIVE AND ACKNOWLEDGE THAT THIS IS A TRUE AND COMPLETE LIST OF THE GOODS TENDERED AND OF THE STATE OF THE GOODS RECEIVED". Further it states "WARNING- BEFORE SIGNING CHECK SHIPMENT, COUNT ITEMS AND DESCRIBE LOSS OR DAMAGE IN SPACE ON THE RIGHT ABOVE". The customer signed in agreement to BOTH of these statements at the pickup. Please see the attached Inventory Sheets signed by the customer and the mover which is evidence that the info listed on the forms is accurate. There are also no exceptions taken for the delivery notating that there are missing items, which boxes or items were delivered and which were not. This, too attests that the items listed on the Inventory Sheets were received.

Therefore, please understand that there were no assumptions used when analyzing the claim. We have to prove guilt beyond any reasonable doubt, just like in a court of law. We do not ask the mover their side of the story- we just need the documents to substantiate a claim determination.

Customer's Question:
4. If you are making no credibility determination at all and instead you are denying my claim because I signed a receipt saying that all my goods were delivered and in good condition, why did you conduct any investigation at all?

CSI Response:
If the customer filed a claim and the carrier sends it to CSI, we must gather the evidence and conduct an investigation. The customer had the opportunity to notate any discrepancies during the delivery. They did not do this.

Customer's Question:
5. May I have a copy of my claim file?
CSI Response:
CSI cannot provide the customer their claim, it is not our property. However, anything they filed for as lost and all email correspondence should be able to be accessed by logging into the customer's online claim account.

Customer's Question:
6. In your Claim Dispute Instructions you write that "all disputes are being reviewed by CSI's senior adjusters". Who reviewed my claim? I'm not interested in a name. A job title will suffice.

CSI Response:
A moving claims adjuster. The customer has the name already.

Customer's Question
7. In your Claim Dispute Instructions, you write that "no third review of claim is allowed". Is that a legal conclusion? Are you saying that Florida, Massachusetts, federal, or any other law, bars all third reviews?

CSI Response:
CSI is the only claims company that offers customers the option to file a dispute. This dispute process is offered as a courtesy to allow the customers to submit any information that could assist them. For example: If a damaged item is denied for "no supporting pictures" the customer can file a dispute and provide pictures of that item. Then, a Senior Adjuster will review the items disputed by the customer, taking the additional information into consideration to see if an adjustment can be

We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customer is complaining about services that CSI had nothing to do with. Claims Service international (CSI) is not an insurance company and the customers claim is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the mover's legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including payment of claim settlement.

A proper review of the claim was reviewed by an adjuster and it was determined that It is the customer`s responsibility before signing the Bill of Lading to verify that all services that were ordered have been performed and have been fully satisfied.If there were issues during any stage of the move the customer should have contacted the carrier immediately to inform them about the issue in order for the carrier to acknowledge the situations.By signing the Delivery Acknowledgement section on of the Bill of Lading customer confirmed all the above. Therefore, the customers claim was respectfully declined. A review of the Bill of Lading indicates that no SERVICE charge was applied to the total bill. No refund can be offered for a service that was never charged. Therefore, the portion of the customers claim was respectfully declined.

We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

The customer was given instructions on filing a claim she was advised to make sure to review her claim thoroughly before posting her claim. Customers are only allowed to file a claim once with CSI per Federal Regulations. Once claims are posted customers will not be able to make changes to their claim nor can an adjuster make changes for you. The only options available to you after you post your claim are: uploading documents and photos. We have contacted the carrier to see if the TV can be added to her claim customer will be contacted as soon as we receive an answer from the carrier.

We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

First we would like to apologize for any inconvenience the customer has endured during their move. It is never our intention that customers will have a less than satisfying experience.

Claims service international (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company. Any liability for loss, damage, and delay, payment of claim, any/all portions of the move or claims is solely those of the carrier. With that said, the customer voluntarily selected and signed for free of charge , as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Valuation Coverage at an additional cost and they refused that option. Therefore, the mover's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading , Signed and agreed upon by the customer. Further, compensation is only due when movers are found negligent and when evidence of mishandling of household goods is proven and legally documented.

While we regret that the customer was not satisfied with their move, we cannot negotiate with anyone on behalf of Moving Pros Inc, as we are a completely separate entity. Moving Pros hires CSI to analyze their customer's claims and advise them of their legal liability. They are ultimately responsible for the resolution of their customer's claims. However the customer was sent a settlement letter on 10/18/17 and did not respond to the settlement offer sent.

We would like to apologize for the delay at responding as there was an unexpected change in contact info by the Revdex.com. Their system reverted back to sending notifications of any complaints to an old email address (that has not been the email used for 3-4 years now). The complaint notifications were not properly being sent to our email ***@CSIPROS.ORG the first time the notification is supposedly sent. Nonetheless, we would like to advise that the customer's claim was revised, finished and a revised settlement offer was sent to the customer on 10/05/17. This is BEFORE we received the 1st notification of a complaint.

The customer has not responded to the offer.They have until 11/05/17 to accept the offer (sign the release form and return) before the claim will be closed for "lack of interest".

We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

Kind Regards

Document Attached***
The customer is choosing the portions of the conversations and is not showing the last release form which they signed and submitted on 11/02/17. This release form attests that the customer is satisfied with the settlement offer and has no further concerns about the move. At this point, CSI has absolutely no further involvement. The customer and their carrier have agreed. It is the responsibility of the carrier to make payment. CSI is not responsible for payment. We have attached the signed release form showing the corrected address and the customer's signature in agreement. The customer must contact the carrier about payment.

First, we would like to apologize for any inconvenience that the customer may have experienced during the claims process. It is never our intention for our customers to be less than satisfied with our services.

Unfortunately, we cannot read the customer's complaint letter well enough to respond properly. We respectfully request that the customer provide us with a legible copy of their complaint in order for CSI to understand their concerns and address them appropriately. In order to avoid any delay we ask that the legible complaint be submitted to ***@CSIPROS.ORG (whether submitted by the Revdex.com or by the customer). Thank you very much.

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

Binding Estimate: A "Binding" estimate is an estimate which is binding on both the customer and the carriers. Both the customer and the carrier agree that for services described in the estimate, the charges will be disclosed. However, if the services originally requested change, more items are requested to be shipped, and /or more services are requested to be performed by the movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be serviced. The customer provided an inventory list of 122 pieces for the estimate. Upon arrival to the origin the customer requested the movers to pack and load 156 pieces. This was over the amount he had stated in the original estimate.

Loading before Revised Estimate: The Foreman is not in position to assume that all the items present are to be moved. The foreman doesn't always recognize that additional items were added to the original list of items to be moved. Especially if such information is not offered by the customer in advance. Therefore, the crew is ordered to commence the wrapping and loading of items however, once additional items were identified, the foreman will cease work until they carefully inspect the entire shipment, issue a Revised Binding Estimate, require the customer to sign agreeing that changes were made and they accept the resulting increase of charges.

Lengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order that they are received.

120 Days to respond: Since this move was an interstate move it is governed by federal regulations which allow up to 120 days for processing of the claim. We regret the customer is not satisfied with the service they have received and will offer compensation based on our legal liability through claims process.

CSI'S Role Explanation: Claim Service International (CSI) is not an insurance company and the customer's claim is not an insurance claim. CSI is a 3rd party claims company hired Always affordable Moving to determine the mover's legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.

Compensation: Customer was offered compensation based on the valuation coverage that he selected and signed for of $0.60 per pound per article. This coverage was provided for free of charge and kept the price of the move lower and more affordable. We cannot change the coverage signed for as we are bound to analyze claims within the boundaries of the contract between the customer and the carrier.

We regret that the customer felt the need to file a complaint. We trust that the above explanation enables them to better understand our position on these matters.

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customer's will have a less then satisfying experience.

120 Days to respond: Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and the carrier will offer compensation based on their legal liability through the claims process.

Lengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures, supporting claims, move documentation, crew statements, inspection reports ect. All claims are treated to be equally important and therefore handled in the order that they are received. We appreciate your patience and cooperation.

CSI's role explanation: Claim Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the mover's legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlement.
A proper review of the claim was reviewed by an adjuster and it was determined that the customer was due $90.00 based on the Valuation coverage the customer chose which was $0.60 per pound per article. If items were denied we provided the reason for the denial. Customer refused the settlement and filed a dispute on 10/10/17.

We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

The "value" of the items is irrelevant. The coverage that the customer selected and signed for with their carrier is the released liability valuation coverage (not insurance). Valuation is a level of liability and is paid from the mover's pocket should through the claims process it be proven to be their responsibility to compensate. However, the compensation is NOT based on value, but it is the weight of each item deemed the liability of the carrier multiplied by $0.60 per pound per article. Let's say that the customers have a $1,000 television that weighs 10 lbs.. If the damage is determined to have happened while the carrier was in possession of the items the compensation would be $60 (10 lbs. multiplied by $0.60= $60). It is similar to insurance in only one way: the coverage that the customers select is the coverage they will be able to utilize should there be damage. If you have minimum liability on a valuable car and have an accident, the insurance will only compensate you based on the minimum plan you have in place when the accident happened. Customers cannot suddenly expect compensation as if they had selected and paid for the full replacement comprehensive coverage.

The customer filed a dispute on 10/10/17. The dispute process is offered by CSI as a courtesy and the timeframe is not Federally mandated. We try to finish all disputes within 45 days, but are at times delayed due to reasons beyond our control. However, we are not breaking any rules if the time does extend beyond the 45 days. The customer needs to be sure to continue to check their online claim to see when the status changes to settle- they will know at that time to go into their online claim and look for the latest correspondence in Section 8. On October 30th a dispute resolution notice was emailed to the customer. Mr. needs to check his email regarding the resolution of his dispute.

We regret that the customer felt the need to continue their complaint. We trust that the above explanation enables them to better understand our position on these matters.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for customers to be less than satisfied with their services. (yes, that is a common and very polite opening sentence).

The customer is incorrect in all her assumptions. She bases her information from the internet and social media searches. The customer states CSI closed her claim after she called making these allegations. That is not true!

#1) the customer called from a phone number which could not be found for anyone in our system who has a claim. The number she called from was XXX-XXX-XXXX. The two phone numbers she provided CSI for her claim are XXX-XXX-XXXX and XXX-XXX-XXXX. We could not identify the caller to be able to even note her claim about her concerns.

#2) when the customer called CSI (before we knew who was calling) she stated she had reporters in her living room with her. Now, she states that she is part of a very "large private group" and "she does freelance investigative work under a private investigator."

#3) the customer also filed her complaint/review on 08/02/17 (stating that after the call she made, we closed her claim and she can't access it). However, we would like to provide messages sent from the customer on the message board which can ONLY be accessed from within the claim. Two messages were posted on 08/02/17 (the 2nd one is making these absurd allegations and accusing that CSI cannot provide her fair resolution to her claim). There are also 2 MORE messages posted on 08/03/17. One of the messages asks " Will Pan-American's connections with her mover and CSI cause a conflict of interest in settling my claim fairly and ethically?"???? The 2nd message states" Messages screen captured to show that nobody is responding to questions".

All things being considered, there is nothing that will affect the proper and legal processing of her claim. CSI does not engage in any unethical or illegal activities. We would appreciate it if the customer would stop her façade and stop trying to defame/extort
companies. Thank you.

***We are emailing the screenshots of the customer's messages showing the dates they were posted inside of her claim, after we "closed her claim" as the customer falsely states. It would be our pleasure to provide this evidence so everyone can see that we can substantiate what we are saying above and the customer has no legitimate reason to post this complaint.