Clark Moving & Storage of Albany, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Once again, this company has chosen to fabricate the circumstances involving my moveI had contracted with this company in good faith in November that my priceless antiques and belongings would be picked up from my home in New York on December 22, and delivered to my home in Florida as previously agreed to on or before December 30, in the same condition as they were when packed. They knew that I had time constraints as this move had to been completed on or before December 30, as I needed to be coordinated with my holiday break from school and I needed to return to work in NY as a teacher on January 5, The company never notified me in writing as it states in the customer Rights and Responsibilities booklet and as required by the Department of Transportation of the supposed need to unload my belongings and put them into a warehouse. I had absolutely no knowledge whatsoever of this factWhen I called the company to find out where my belongings were when they had not been delivered by the date requested, I was then told the "story" about the man breaking his leg before my things were even picked up. The driver, Dave who had been in charge of the piin my home in NY told me specifically that the driver's name for my delivery was Joe (had been the same driver previously used for a move yrsprior by this same company) and he had family in Florida so that my things would be arriving before December 30, 2014. This again was another lieWhen the *** truck showed up at my home in Florida on Sunday, January 4, 2015, the driver was rude, arrogant and treated me with total disrepect. He demanded that I continue checking off boxes even though I asked him why the paperwork he demanded I use did not match the original paperworkAll he said was that I had to mark off boxes. As the truck was being unloaded I began seeing that a majority of my things were wet and damagedFurniture was broken and damaged. Boxes were wet, untaped, had holes in them and were wet. Things were missing. I found open liter water bottles from someone else packed in my belongings. The driver yelled at me when I said that my things were wet saying, "Well, you shouldn't have packed things that were wet!" I said that I did not pack anything wetI said to him, "Do you honestly think I was going to pack opened water bottles in my antique cradle my Grandfather built?" Then when a few more boxes came off the truck marked artwork and were filthy and wet and I commented about that and started to take pictures, the driver again got nasty and said, "Just put them in the sun, they'll dry!" When I told him that many of my things were damaged and the boxes were untaped and had holes in them or the boxes marked "extremely fragile" were being put under heavy boxes of books, he again became irrate and shouted at me, "Well, this is the worst pack job I have ever seen in my life!" I opened another box that I heard rattleing sounds like broken glass and inside was one of my Grandmother's cut glass platters samshed to pieces that I had carefull wrapped in newspaper and bubble wrap. I took a picture of it while it was in the box and the driver happened to walk by me at that time, arbitrarily reached into the box and grabbed the some of the broken pieces and took them out of the box and put it on my stove top in the kitchenI told him not to touch my things and he ignored me and did it anyway(I have photos to prove this as I do of as many items as I could at that time.) When I told him that I needed to make a phone call to the company, he again began yelling at me and I finally walked away to get privacy to make a phone call to the customer service number on the bottom of the paperwork. The phone number was a bogus phone number for a solicitation for *** and some other company's advertisement. I then called the *** phone number I had for *** ***, the estimator who had been at my home prior to the move, and he called me back and stated to me that the driver had called him to "complain" about me and told me that *** had claimed I refused to let him unpack the truck. I told *** that that was a lie. I had never said that to him. I told him that I was very upset that my things were damaged and wet and that the boxes were ripped open and the tape was off and that the driver was being extremely rude to me. *** told me that I had to let him continueAnd I again stated, I never told him to stop unloading. I told *** that the manner in which I was being treated was unacceptable. *** said when the driver was finished to sign all paperwork and that I had nine months to file a claim. I also explained to *** that due to the lateness of the delivery I was now going to be late returning to my job as a teacher in New York and that I was going to be in trouble because of that and that this would be an additional cost to the company. I also told him that the service manager in the office in Schenectady had lied to me and had never informed me that any of this was going to be happening and that he even though he had prior knowledge of it I was never contacted and given the courtesy to know that my valuable belongings were offloaded into a warehouse without my knowledge or permissionHe did not make any further comments.At this point, the driver continued to berate me over and over again stating "this is the worst pack job I have ever seen." When I asked where certain things were such as the rollers for the bottom of my Great Grandfather's antique secretaries desk, his flippant remark was, "There are lots of antique shops down here in Florida, just go into one and grab some from a bin and use those!" I couldn't believe what I was hearing. This man had no interest whatsoever in the care or condition of my belongings! It was apparent that all he cared about was getting paid as he continued to demand that he get paid extra money if he had to "sit here and open my boxes". The driver also fails to mention that he took many breaks to smoke and drink water or whatever while they were not doing anything, I began looking in some boxes and in one particular box, packed by ***, I found a piece of a broken frame in a box with my antique metal and glass washboards that *** had packed on December 22, I showed it to the driver when he came back inside and he acted like it was no big deal. Again commenting, well, "do you think I am going to stand here and watch you open all of these boxes? I am going to charge you extra." I told him that *** had packed all of my art work and some other pieces and that I needed to make sure that I knew if everything was delivered and in what condition. He and the other two men that were apparently hired off the street in Florida continued to move things off the truck and I did not engage in any other conversation except answering where they should put things. I began taking pictures of some things that were damaged and tried not to engage in conversations with the driver as he continued making nasty and rude comments to me. I was extremely upset as things that have been in my family for generations have been treated like pieces of put-together furniture from *** My things can never be replacedThe way I was treated from day one has been abhorrent. I have been made to feel as if I did something wrong by expecting my prized possessions should be delivered to me in a timely manner and in the same condition that they left my home in New York.I have never in my life experienced such unprofessional, rude, disrespectful and nasty treatment by anyone or any company in my life.They have lied since day one and continue to lie trying to make me the villain. I in good faith contracted with Clark - Moving and Storage and they breached the contract and need to make restitution and accept responsibility for their deliberate disregard for providing professional services.Regards,
*** ***

***Attached are all the shipping documents along with a Catalog sheet for the *** *** Battery Pack.Items are highlighted on each page.- The weight is listing on the Catalog sheet (case weight batteries per case) case weight with /cs = lbs each- Original Invoice showing all items
shipped.- Original pick ticket with *** ** Tracking # with Weight the order was shipped at( lbs)- *** ** Proof of delivery showing package received at the lbs with signature.With the enclosed items showing the weight of lbs, this would represent batteries were included in the package when shipped.Please keep me updated with any further information.Thank youDawn

We’re sorry that the customer was dissatisfied with their moveIn their complaint they asked for a search of the warehouse. This was done. They are upset about missing items, however they signed for everything as being received on delivery dayThe customer is correct that the
delivery was late. This is not a common occurrence, but does happen in the summer months. They asked for a refund in their complaint, but the contract they signed allows for $per day if the truck is late and this was paid. The customer had pick-ups in NY & in NJ, but the move was treated as one move to give pricing relief to the customer. The customer commented that we are only concerned with the sale and this is not true. We have notes of every time our customer service people contacted the shipper during the moving process, and while their goods were late, we were in constant contact with them

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintI did not have other contractors working in my house while they were moving furniture into my homeClark showed arrived at my home on 1/5/with two full foot trailers and several employeesOn a practical level, it would not be possible to have contractors working in my home while Clark was unloading two full foot trailers with several employees.At the conclusion of the move, one of Clark's employees asked me to sign a form confirming they had showed up with the two trailers and completed the moveI explained to him that I did not have enough time to look over my house to make sure that there was no damage to my home as a direct result of their moveHe assured me that I if I signed, I would still have nine months to file any claims related to personal property damageWith this understanding, I may have signed a form.Yes, I did notify Clark about the damage to my brand new hard wood floors in MarchThis is a reasonable amount of timeI was not able to immediately identify the complete scope of the damage to my hard wood floors because the floors were covered with several hundred boxes and large furniture that was wrapped in plasticAdditionally, I was well within the allowable month time frame to file any claims.Regards,*** ***

To whom it may concern with Revdex.com Upstate New York: Re: Complaint #*** We're sorry that *** *** was unhappy with her recent move. We spoke with *** *** on the day she received delivery in regards to the drivers comments and passed along her concerns. The driver
described some difficulties with delivery that included the customer locking herself in a bedroom and refusing to continue the delivery. It sounds like that both parties were stressed, and were not working well together. All of our drivers should behave in an appropriate and professional manner, and we apologize if this was not the case. Besides the drivers attitude *** *** brings up three problems with her move: the transferring of her goods, the delivery date, and damaged items. The day prior (Sunday) to the scheduled loading date we learned that the original driver had fallen off a ladder and broken his leg. This was a freak accident and impossible to foresee. Normally we need seven days notice to reserve a truck, but on Monday morning we made a game plan that included sending out a local crew to piher goods. We always honor a loading date knowing that customers have flights, closings, etcto deal with that can't be changed. Our move coordinator gave the shipper a call in the morning on load day to let her know about the driver and that we would be brining her goods back to the warehouse. Her goods were in the warehouse until 12/30/when they were picked up to go to FL. *** *** mentions that her goods were transported by a different company, but that's not the case. *** and *** are owned by the same parent corporation. Normally a move booked through a *** office would be serviced by a *** truck, but with the drivers accident our operations people found any option that would get her goods to FL within her delivery window. The delivery window in FL was for an arrival between 12/27/and 1/5/15. These dates are on the Order For Service/Bill Of Lading that the customer signed electronically on 11/26/and signed upon delivery on 1/4/(attached). Even with the curveball of the drivers injury we delivered within the delivery window. We're sorry to hear that some items were damaged. Attached is the claim form that was mailed and emailed to the customer. She has nine months from the date of delivery to return the claim form. This form needs to be completed in order for us to be able to address the damaged or lost goods. To date this form has not be returned to our office. We understand that *** *** was dissatisfied with our services, but we preformed the services spelled out in the contract and within the agreed upon dates

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Again, This business takes no responsibility for the manner in which they conduct business. They lied to me numerous times and continue to lie.They have made so many claims about what I supposedly did , that never happened and never would happen such as supposedly "locking myself in a bedroom and not allowing the movers to remove my personal belongings from the truck"> How ludicrous is that?!? They told me my things were to be moved directly to Florida from NY. LIE _ They put my belongings in storage and mistreated them and sent them to my home in damaged, wet, lost and broken and or stolen condition. I asked for restitution and the manager LAUGHED at me. When I told him that he needed learn how to act appropriately in business and perhaps go back to school and get further training in how to treat customers, again he LAUGHED! Is this how one should a company should act.?[It is totally unprofessional rude and disrespectful.Just because they are now saying sorry doesn't mean anything to me. They need to be stopped from these reprehensible practices. They need to provide restitution. The public needs to be warned that this company will do and say anything to get your money!As a professional, working in education, I have thousands of contacts and as such have already warned others that if they are contemplating moving to NEVER use ***/*** because (they will treat you like garbage and do whatever they want just to get your money!)I live by the golden rule! You should try it! Ohyou probably will just laugh!
Disgusted,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintPer my last message I would like to reconfirm I did not have contractors working in my house while Clark was moving furniture into my homeClark moved my furniture and belongings in my home from two foot trailersOn a practical level, it would not be possible to have contractors working in my home while Clark was unloading this volume of furniture with several employeesThere would be not room for them to workThere is no need to resend the form to meYour employees did cause the damage to my brand new hardwood floors.Regards,*** ***

We will send another copy of the property damage form.You have 9 months to file a claim for furniture damage, but property damage needs to be noted when the job is completed.  This is done because a typical relocation involves other parties being in the home during or around the same time as the move (during this move a supervisor saw a cable truck there and the crew reported painters/contractors on site).We understand that you are unhappy with this stance, but we do not believe we caused this damage.

[redacted]We again want to apologize for the drivers rude and unprofessional manner.Since the delivery occurred within the delivery window on the contract we can't authorize a delay claim or payment.I understand that since your rejection response you have filed a cargo claim directly with [redacted].  Thank you.  This is the quickest and best way to resolve the cargo damage to your goods.  You will hear from our claims department to advise the next steps and to schedule a site visit for an adjuster. We're sorry you were not satisfied with our services.   If you need any assistance please contact our office at ###-###-####.

We are sorry that the customer felt the need to file a complaint with the Revdex.com, and that there was damage to their floors.  However we feel that our crew did not cause this damage.  We made delivery on 1/5/17 and while the delivery was taking place there were other companies or...

contractors at the house (cable, contractors, etc.).  At the conclusion of the move we ask our customers to check for damage and they are asked to sign a property damage evaluation form.  In this case the customer signed that it was not applicable and that no damage was done.  The customer notified us in March that they felt we damaged the floors and filed a claim with us.  We denied that claim because there were other people in the home and they had signed off on our damage report.  It also had been over 2 months since delivery when they noticed the damage.  We are sorry the shipper was dissatisfied with our delivery, but can't honor the claim based on these circumstances.  Thank you for offering the opportunity to reply to this complaint.