Clemmer Moving & Storage, Incorporated

Linda Leonard 9:AM (minutes ago) to me 6/2/ [redacted] , I wanted to check with you concerning complaint number [redacted] The moving company indicated they would send me a check per what we agreed on but I have not received anything yet What is the usual time frame I should expect that or is it possible for you to reach out to them THank you,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: even though you say that you expect customers to direct the movers on where to put boxes, how do you account for the movers not bothering to read the labels on the boxes where it is clearly marked where it should go? Boxes were labeled “upstairs bedroom or 4” “Master bedroom”, “bedroom -downstairs”, ”kitchen”, “dining room”, “basement” and “ garage”ALL boxes were clearly marked all the movers had to do was read it If they couldn't read then they should ask “where do you want this?”The movers on the first day made sure they checked with me, and they read the labels Is it wrong for me to expect that the movers in the second day would operate in the same way? Perhaps you should have some consistency in your servicesI don’t understand how there can be such a marked difference in serviceHad I had the same guys as the first day, my review would have been much betterI can’t help but wonder if this is done purposelyGive good service the first day so they continue with the service, then send the worse movers since the customer is then stuckIn retrospect I should not have paid the whole amount the second dayThis company makes it impossible to recover any money[redacted] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I didn't say clemmer has a facility in [redacted] I said the person I spoke to told me that it was on a truck somewhere in [redacted] I am not sure what is going on here I was given a [redacted] number for clemmer and was told this item would arrive yesterdayI'm not running around trying to figure out what went whereI am under the impression that clemmer is who picked up and will deliverIt's like we are playing hot potatoe or somethingSo the machine is being picked up by one company and passed on to others ?? Is that what I am understanding? As well I received a call this morning that didn't sit quite well as it seemed the woman was a tad irritated and I at this point am not in the mood to listen to attitude from anyoneHad the lady been a bit more professional on the phone I would simply close out the complaint but at this point my review remains the same as simply not pleased with the transaction in generalI have things to do today other than hang on the phone so I don't need any further callsYou may close out this complaint as not satisfied with response Regards, [redacted]

[redacted] did not have to dispose of any items due to them not fitting on the truck Unfortunately it is possible if a previous move went over the estimated amount and takes up more truck space than originally anticipated some goods may not fit on the truck.This is called an overflow We have procedures in place to tend to these situations Had my office been contacted we would have sent another truck out to complete the load and send it on the next truck going in the direction of [redacted] ’s destination address We could / would have sent someone that same day or the early morning hours of the next We are a reputable moving company in business for more than years and are a part of the [redacted] Van Line family There are procedures in place so that something like this does not happen In this case, my office was never notified that items were not fitting onto the truck; therefore we had not been given the opportunity to go out to get the remaining couple of items.As I explained many time to this customer my crew actually packed fewer boxes than that which were on the estimate Had they been packing for compensation it would be the more logical suggestion that MORE boxes than were on the estimate would have been packed.Our website is handled by a webmaster; I do not know how the reviews are posted I can tell you every single one of those reviews are from real customers so there is no promotion I find it preposterous that [redacted] would suggest as part of his settlement he is requesting we take our review page down That’s not even a reasonable suggestion.We have a total of reviews on ***, which gave us 1-star on dating back to We provide on average nearly 3,moves per year In the course of years that would be an average of 12,relocations Of those 12,relocations there have been reviews that gave the organization a star I do not understand why [redacted] even brings up this topic as it is not applicable to his relocation.In closing, my sales representative’s estimate was good as the move went under the weight he estimated My crew packed fewer boxes than were on the estimate The final price of the move was nearly $1,less than the estimate In writing [redacted] has threatened us with legal action as well as threatened taking to every review website on the web to defame my organizations reputation as a means of blackmailing us to compensate him I do not believe he will stop even if his settlement demand was met We are not responsible for the $he is requesting

Complaint: [redacted] I am rejecting this response because: Clemmer's Moving and Storage contracted [redacted] to make the repairs and Clemmer's Moving and Storage was billed directly by [redacted] for the unacceptable repairs therefore Clemmer's Moving and Storage is the company that is responsible for the actions of [redacted] *** and will be the company named in the civil complaint. Outlining a companies level of experience, or lack there of, and/or it's inability to perform it's duties to an acceptable industry standard is not slanderous as this is simply a statement of fact. The definition of slander or slanderous is: the action or crime of making a false spoken statement damaging to a person's reputation. I've provided evidence to substantiate my claims of their inexperience. Clemmer's Moving and Storage is free to provide evidence to the contrary. All statement that I have made are completely true. Once I have the estimate from a bias repair company, I will forward for your review. Regards, [redacted]

This shipment does NOT belong to Clemmer Moving & Storage I do not know who this customer booked their shipment through, however Clemmer Moving was only the origin agent This means we pithe shipment and it goes on a freight truck We DID pick this up on time, this DID go on the freight truck At this point the shipper needs to contact the company in which he booked this move with as it was not Clemmer Moving We do not have a warehouse in [redacted] making it clearly indicative that this shipment is not in our warehouse Please remove this complaint as we have no responsibility or ability of getting this person's shipment delivered, they will need to contact the company they contracted for the delivery it was not Clemmer Moving

There are numerous responsible parties in the process of an interstate moveIn this instance Clemmer Moving was the booking agency, responsible for the correspondence between [redacted] and the customer when scheduling the move as well as providing the necessary paperwork to the customer for signature [redacted] then assigned an interstate driver for Ms [redacted] ’s shipment This is a driver for another Agent of [redacted] ***, not Clemmer Moving Ms [redacted] was provided a delivery spread of 10/18-10/ This is not a guaranteed date Ideally a shipment is loaded on the days requested and delivered within the time period mutually agreed upon Unfortunately, sometimes that is not that case When a shipment is delivering outside the agreed delivery period [redacted] works with each customer’s needs using Tariff Item (attached)This is the AVL on time pledge which was explained to Ms [redacted] and Ms [redacted] was provided the AVL delay claim form to complete (attached) Another option for a delayed delivery if the consumer chooses to not track and retains receipts is a $40.00/day option for each day late without receiptsRegarding the request for a reduction of transportation charges, I must politely declineWe are Federally regulated and must follow the [redacted] Tariff on the Collection of Charges and Delay CompensationMs [redacted] has inaccurately alleged that my team did not keep her informed of the delay On the 17th of October my coordinator was under the belief that her goods would be delivered on the 20th of October In an email dated on the 17th he informed Ms [redacted] of thisAt 11:on the 17th of October Gene G [redacted] emailed Ms [redacted] and asked her if it would be okay for the driver to deliver on the 24th of October Ms [redacted] replied back at 11:that while she was basically not thrilled with the 24th, her words were Monday is fineOn the 18th Gene Advised Ms [redacted] of her final charges and told her he would keep her posted on her delivery dateOn the 21st Gene advised Ms [redacted] that he was informed the delivery may take place until the 25th of October and asked if Ms [redacted] had heard from the driverMs [redacted] responded with “I wonder how this would go over if I plastered it all over social media?” It was at this time that I, Paula S***, called Ms [redacted] personally and apologized that the Vanline was delayed with her shipment I provided her with the Customer Service Information of [redacted] *** As I stated earlier, Clemmer Moving had no control over the delivery date of this shipment as we were the booking agency and not the hauling/delivering agency I followed up with an email to Ms [redacted] confirming our conversation and providing the contact information for the [redacted] Corporate customer service department Ms [redacted] responded to that emailThroughout all of this time Gene G [redacted] had been in touch with the delivering agency’s dispatch department constantly asking for updates and sooner delivery as well as with the corporate department of [redacted] ***On the 25th we received the following email from Ms [redacted] -----Original Message----- From: [redacted] [mailto:s [redacted] ] Sent: Tuesday, October 25, 8:AM To: Gene G [redacted] Subject: Please make this delivery free of charge Gene: Per my voicemail, please make my shipment of goods Fred of charge I've had it with you guys and [redacted] I'll go to social media, [redacted] , and any other medium, including the TV Stations in Philly with this story The driver called Friday to tell me he'd be here between and with his whole crew goes by and no driver No phone call either So I called him He sounded in the bag and said he overslept Said he'd be here at 10: MORE hours lost from work for me This is totally unacceptable I'm formally requesting that this delivery be free of charge to me Ok to fwd this to [redacted] The guy better not be drunk, either We forwarded this email again to the Supervisor of Customer Service at [redacted] and we were assured Ms [redacted] would receive correspondence from [redacted] to discuss thisConversely to what Ms [redacted] has stated the driver was NOT half-in-the bag nor drunk This is a bold inaccurate statement to publically make against a driver that makes his living according to federal standards to retain his CDL To make a slanderous statement such as this could put this man’s livelihood in jeopardy not to mention the negative harm this statement would make to [redacted] ***Clemmer Moving did everything possible to assist Ms [redacted] during her move and to ensure the communication with her was constant and always with the correct people Contrary to Ms [redacted] ’s statement nobody was finger pointing or trying to make it someone else’s fault we were simply putting her in contact with the appropriate personnel to assist her all the while working behind the scenes as well

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I choose to not respond to *** ***’s slanderous
allegations regarding the repair company potentially exposing my company to a
libel lawsuit. I will forward *** ***'s claims to the repair company
should they choose to publically defend themselves
As previously stated, we will review and consider the report
from a 2nd reliable and nonbiased opinion, however will not agree to
pay for damages not associated with relocation

From: Revdex.com of Metro Washington DCDate: Fri, Aug 7, at 9:AMSubject: Fwd: Complaint #***To: *** *** ***---------- Forwarded message ----------From: ***@***.com Date: Thu, Aug 6, at 4:PMSubject: Complaint #***To: "[email protected]" Cc: "Patt F* (***@ClemmerMoving.com)" , "***@***.net" Dear Revdex.com Specialist- I'm attempting reject a Business Response but your online system will not allow me to type text in the body of the response. It's my hope that Clemmer's Moving will reconsider their position once they have reviewed the attached picture with a quality camera in a properly lit room. It will be immediately apparent that these repairs are not unacceptable, even to the untrained eye. I had an independent expert furniture maker inspect the damage and attempted repairThey have determined that the attempted repair actually created additional damaged to the furniture. This will be my final attempt to have my furniture property repaired or replaced before filing a complaint in district court. Respectfully, *** ***p ###-###-####f. ###-###-####***@***.com

*** *** *** does its best to keep the claim process as simple as possible. To open a claim please go to
***
If for any reason you are unable to open the claim online there is a phone number on this website that will take you directly to the claims department
The reason the job went over was a result of significantly more packing then initially estimated. We do our very best to provide the most accurate estimates, and as previously stated the consultant that reviewed the goods has more than years of experience as a consultant, packer and driver relocating household goods. This particular home was extremely unique and the needs went beyond that of what a moving company would normally provide. It was our intention to help the ***'s by going above and beyond the typical "call of duty". We did everything possible to make this move as stress free as possible for them and it is very disappointing that our efforts, no matter how well-meaning, were not enough to satisfy this customer. We will obviously be much more cautious in deciding to take on a move like this should we encounter a situation such as this again

The Van Foreman making the decision to remove the hutch shelves is consistent with proper procedure. The Van Foreman assessed the piece and determined that it would not
be safe to relocate the hutch with the glass shelves in it. This is why that although the customer may have told him that he did not have to remove the shelves, he used his best and experienced judgment to remove them for the safety of the piece and crew members
We remain focused on quality and customer service. We have an extensive training program in place to ensure the safe and seamless movement of our customer’s goods. However, as this is a service industry there remains the unfortunate possibility that items may get scratched or potentially broken
This is why we offer full valuation coverage to our customers at a reasonable cost. It is up to the customer if they choose to purchase it. We have multiple documents provided to the customer for review and some for customer signature (attached) that clearly and fully explain the valuation coverage. Should the customer choose not to purchase additional coverage there is a document they must sign electing this (attached)
If the customer chooses not to purchase the additional coverage the carrier (Clemmer Moving) is liable for a released value of $0.60/lbper article as is explained in the document attached headed Released Value & Extra Protection (attached)
In this case *** *** chose not to purchase the additional coverage therefore her goods would be covered at the $0.60/lbas was explained to her.
Even in consideration of this, we did attempt to satisfy the customer by sending our repair person to review and attempt to repair the damage. Attached is a document signed by *** *** on 03/27/indicating that the items had been repaired to her satisfaction. However, as *** *** is now unhappy with the repairs that were provided on that day, the appropriate settlement would be to provide *** *** with a monetary settlement at her chosen valuation which is $0.60/lb
Concerning *** ***’s alleged claim that there was a worker standing around not working. On the day of the move no comment was made to the Van Foreman or our office. Additionally, there is typically person in / at the loading truck loading the goods onto the truck while other workers bring the items to this person. Although we strongly stand behind our employees and commitment to the customer, we will offer to refund *** *** for hour of time as she has requested. This in no way is an admittance that what *** *** alleged is true, but a good faith effort to resolve this matter and offer closure to the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: It's 11/21/and to date no one from either Clemmer or *** has reached out to me with any means to collect the $40/night I've contacted *** many times and they haven't returned a call or an email I'm asking Clemmer to provide the paperwork for the $40/night compensation for nights while I waited for my late goods to be delivered As for the remainder, I'll take that up another way
Regards,
*** ***

Clemmer Moving paid for a professional
nonbiased repair company to review the extent of the alleged damages and
determine if it was necessary to replace the items or
if they were able to be repaired. The repair company reviewed photos as
well as went onsite to see the items. The items were able to be repaired
*** *** is incorrect
stating he purchased replacement coverage. Coverage is for repair or
replace if the item is damaged beyond repair
In this case the repairs brought the
condition of the furniture back to the condition in which it was prior to the
relocation.
*** *** was mailed a check in the amount of $158.90; this is compensation
for the sofa and the wheel to the tool box. Please find email from *** *** advising he would locate the wheel and we could send him compensation
for the part. We've not received that invoice yet, however the monetary
compensation is more than enough to cover these expenses
I
will also locate the part needed to replace the damaged wheel on my toolbox and
send you the cost to replace. I will install the replacement wheel
myself
Please find email from repair company
Patt,
Please find the attached
invoice. All of the repairs were completed. See attached photos of
the two worst areasThe first photo is of the cracked side panel, the second
is of the large dented area on the right hand side of the back unit. ***
was astonished with the repairs, but that being said he was not happy. I
did point out some areas on the desk that were from the manufacturing, and my
repairs were better than some of the factory areas
*** ***
*** *** by
***
Clemmer Moving makes every effort to
ensure the seamless relocation of all of our customer's goods.
Unfortunately sometimes items become damaged, and this is why we have coverage
to protect our customer's goods. In this instance Clemmer Moving took the
appropriate action, provided a monetary sum of money as well as professional
repairs from a very reputable repair company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Obviously, you do not no the circumstances of my father's death, however, that statement can be deleted by the Revdex.com from my initial complaintOnto the next point....Yes, unfortunately, I do understand the conditions that were faced. I also understand it was an extremely daunting task and that is why movers were needed. My parents were prepared to pay the orginal amount and did not understand that it was an estimate and could change. They hid nothing of the conditions when the "estimate" was given. I don't understand how an "estimate" could be so off. There is also the attitude that was given during the packing and blaming my parents for a lack of direction is not fair or the numerous broken items. The things that are now broken were not broken before and one specific was noticed during the packing process yet nothing was said to my parents. They expected a room by room pack up and some common sense in packing or at least to be asked questions. It's not like they had done this before. They were relying on a professional company with experience. As an organized individual I don't understand what I have seen as I have been unpacking. I appreciate that you gave my parents a break as you stated however, we do not see compassion in the same way. There are many items that have been broken or damaged and we need to find out how to open a claim.Regards,
*** ***

As the paperwork provided previously explains we do our very best to educate our customers on every aspect of the relocation. In this instance the customer was very involved in this documentation as she made notations on the documents showing she read and understood the contents of the documents.We do expect that our customers will direct our crew on what items go where. This is why we insist a homeowner be on the premises while the unload is taking place. If what the shipper is stating is true and the boxes were clearly marked she would have/should have taken note of this before the crew left.Concerning the comment about the *** reviews. It is true that customers are much more likely to make an online comment when they are less than 100% satisfied or when they are attempting to receive money back for a service. The small number of reviews on *** represent less than 1% of the total number of relocations we provide each year. We stand firmly behind our services and it is sad that people have the opportunity to say whatever they want online if it's true and even when things are not true especially when it is done in an attempt to extort money from a small business

Clemmer Moving paid for a professional
nonbiased
repair company to review the extent of the alleged damages and
determine if it was necessary to replace the items or
if they were able to be repaired. The repair company reviewed photos as
well as went onsite to see the items. The items were able to be repaired
*** *** is incorrect
stating he purchased replacement coverage. Coverage is for repair or
replace if the item is damaged beyond repair
In this case the repairs brought the
condition of the furniture back to the condition in which it was prior to the
relocation.
*** *** was mailed a check in the amount of $158.90; this is compensation
for the sofa and the wheel to the tool box. Please find email from *** *** advising he would locate the wheel and we could send him compensation
for the part. We've not received that invoice yet, however the monetary
compensation is more than enough to cover these expenses
I
will also locate the part needed to replace the damaged wheel on my toolbox and
send you the cost to replace. I will install the replacement wheel
myself
Please find email from repair company
Patt,
Please find the attached
invoice. All of the repairs were completed. See attached photos of
the two worst areasThe first photo is of the cracked side panel, the second
is of the large dented area on the right hand side of the back unit. ***
was astonished with the repairs, but that being said he was not happy. I
did point out some areas on the desk that were from the manufacturing, and my
repairs were better than some of the factory areas
*** ***
*** *** by
***
Clemmer Moving makes every effort to
ensure the seamless relocation of all of our customer's goods.
Unfortunately sometimes items become damaged, and this is why we have coverage
to protect our customer's goods. In this instance Clemmer Moving took the
appropriate action, provided a monetary sum of money as well as professional
repairs from a very reputable repair company.

There are numerous responsible parties in the process of an interstate moveIn this instance Clemmer Moving was the booking agency, responsible for the correspondence between *** *** *** and the customer when scheduling the move as well as providing the necessary paperwork to the
customer for signature. *** *** *** then assigned an interstate driver for Ms***’s shipment. This is a driver for another Agent of *** *** ***, not Clemmer Moving. Ms*** was provided a delivery spread of 10/18-10/20. This is not a guaranteed date. Ideally a shipment is loaded on the days requested and delivered within the time period mutually agreed upon. Unfortunately, sometimes that is not that case. When a shipment is delivering outside the agreed delivery period *** works with each customer’s needs using Tariff Item (attached)This is the AVL on time pledge which was explained to Ms*** and Ms*** was provided the AVL delay claim form to complete (attached). Another option for a delayed delivery if the consumer chooses to not track and retains receipts is a $40.00/day option for each day late without receiptsRegarding the request for a reduction of transportation charges, I must politely declineWe are Federally regulated and must follow the *** Tariff on the Collection of Charges and Delay CompensationMs*** has inaccurately alleged that my team did not keep her informed of the delay. On the 17th of October my coordinator was under the belief that her goods would be delivered on the 20th of October. In an email dated on the 17th he informed Ms*** of thisAt 11:on the 17th of October Gene G*** emailed Ms*** and asked her if it would be okay for the driver to deliver on the 24th of October. Ms*** replied back at 11:that while she was basically not thrilled with the 24th, her words were Monday is fineOn the 18th Gene Advised Ms*** of her final charges and told her he would keep her posted on her delivery dateOn the 21st Gene advised Ms*** that he was informed the delivery may take place until the 25th of October and asked if Ms*** had heard from the driverMs*** responded with “I wonder how this would go over if I plastered it all over social media?” It was at this time that I, Paula S***, called Ms*** personally and apologized that the Vanline was delayed with her shipment. I provided her with the Customer Service Information of *** *** ***. As I stated earlier, Clemmer Moving had no control over the delivery date of this shipment as we were the booking agency and not the hauling/delivering agency. I followed up with an email to Ms*** confirming our conversation and providing the contact information for the *** Corporate customer service department. Ms*** responded to that emailThroughout all of this time Gene G*** had been in touch with the delivering agency’s dispatch department constantly asking for updates and sooner delivery as well as with the corporate department of *** *** ***On the 25th we received the following email from Ms*** -----Original Message----- From: *** *** [mailto:s***] Sent: Tuesday, October 25, 8:AM To: Gene G*** Subject: Please make this delivery free of charge Gene: Per my voicemail, please make my shipment of goods Fred of charge. I've had it with you guys and ***. I'll go to social media, ***, and any other medium, including the TV Stations in Philly with this story. The driver called Friday to tell me he'd be here between and with his whole crew. goes by and no driver. No phone call either. So I called him. He sounded in the bag and said he overslept. Said he'd be here at 10:00. MORE hours lost from work for me. This is totally unacceptable. I'm formally requesting that this delivery be free of charge to me. Ok to fwd this to ***. The guy better not be drunk, either We forwarded this email again to the Supervisor of Customer Service at *** *** *** and we were assured Ms*** would receive correspondence from *** *** *** to discuss thisConversely to what Ms*** has stated the driver was NOT half-in-the bag nor drunk. This is a bold inaccurate statement to publically make against a driver that makes his living according to federal standards to retain his CDL. To make a slanderous statement such as this could put this man’s livelihood in jeopardy not to mention the negative harm this statement would make to *** *** ***Clemmer Moving did everything possible to assist Ms*** during her move and to ensure the communication with her was constant and always with the correct people. Contrary to Ms***’s statement nobody was finger pointing or trying to make it someone else’s fault we were simply putting her in contact with the appropriate personnel to assist her all the while working behind the scenes as well

We are sincerely sorry that [redacted] was not completely satisfied with her relocation. Prior to every relocation we provide our client’s with clear concise documentation as well as an assigned coordinator to assist the client and answer any questions they may have.  It is the customer’s...

responsibility as advised to them on the attached document which was signed by the customer to ensure the crew has put every item in its correct location.  This document explains that we cannot come back after the relocation to move items once the move is complete.  Further, the final charge is for the actual time it takes to complete the services provided on that day.  This client was not charged for any services uncompleted. Our clients are clearly informed of their valuation coverage options for their household goods both in written form and verbally.  I’ve attached the valuation information provided and signed by this customer as well as the BOL in which the customer again signed for $0.60/lb.  It was based on this valuation coverage that [redacted]’s claim settlement was made.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: even though you say that you expect customers to direct the movers on where to put boxes, how do you account for the movers not bothering to read the labels on the boxes where it is clearly marked where it should go? Boxes were labeled “upstairs bedroom 3 or 4” “Master bedroom”, “bedroom 1 -downstairs”, ”kitchen”, “dining room”, “basement” and “ garage”. ALL boxes were clearly marked all the movers had to do was read it.  If they couldn't read then they should ask “where do you want this?”The movers on the first day made sure they checked with me, and they read the labels.  Is it wrong for me to expect that the movers in the second day would operate in the same way? Perhaps you should have some consistency in your services. I don’t understand how there can be such a marked difference in service. Had I had the same guys as the first day, my review would have been much better. I can’t help but wonder if this is done purposely. Give good service the first day so they continue with the service, then send the worse movers since the customer is then stuck. In retrospect I should not have paid the whole amount the second day. This company makes it impossible to recover any money.[redacted]Regards,
[redacted]