Clemmer Moving & Storage, Incorporated

When this relocation was estimated the home owner failed to provide us with accurate information.  It was not until 5 days prior to the move the home owner informed us both settlements would be taking place on the same day.  This situation made it impossible to be able to complete the move...

in 1-day as estimated. A move this size would take approx. 4.5-5 hours to complete loading.  5 days before the move was to take place [redacted] told us the 1st closing at origin would take place at 11:30.  There would be no way to load up all of the household goods in time for the home owners to clean the home and complete the walk through.  Since the move could no longer be completed in one day this increases the cost of the move because now the homeowner must pay for the windshield time back to our facility, hold over night and then the windshield time back to the destination.  Never was it said it would only take 2 extra hours as indicated in this Revdex.com complaint. The consultant that estimated their move spoke with [redacted] on Saturday the 27th and explained the situation to him.  [redacted] acknowledged the additional costs and advised they would accept the additional charges and we rescheduled the move for a 1 day to a 2 day.  At this time the [redacted]’s had the opportunity to cancel the move and not incur the add’l charges. Further.  On the day of the load the crew was instructed by the homeowners to load items such as a washer and other items.  The following day at settlement the homeowners contacted my office to say they were mistaken and these items were to be sold to the new homeowners.  Due to this mistake made by the [redacted]’s our crew had to return these items to origin from destination.  This increased the cost of the move because these items were not estimated to be loaded onto the truck in the first place but were loaded the customer’s request, they had to get offloaded at destination so that the crew could get all the rest of the items from the truck, reloaded at destination, driven 1.25 hours to go back to origin and then again offloaded and put back.  All of this movement is time and time converts to dollars. The costs incurred by the [redacted]’s move are accurate and was not a result of anything Clemmer Moving did or did not do.  The movers did not move any slower than would be expected and the added costs were a direct result of the miscommunication and poor planning of the homeowner.  This is the first we’ve heard of anything being missing and there is nothing documented on the paperwork from the customer saying anything was missing or broken.  There is a process for claims and if the [redacted]’s would like to file a claim for these items they will need to contact the office and request to speak with the claims department.  The claims dept. will email a form for the [redacted]’s to complete and an investigation will ensue resulting in a settlement determination.

This paperwork was provided to Ms. [redacted] 10/18 with phone numbers for her to contact as evidenced in this email below.  I have included the documents again to this email. From: Gene G[redacted] Sent: Tuesday, October 18, 2016 11:16 AM To: '[redacted]' Subject: RE: Delivery date? [redacted], I have included delay claim documents for you. Please look them over. There is an 800 contact# on page 3 of the form. Please call them with any delay claim questions. Feel free to contact me also, I will be glad to help. Gene From: [redacted] [mailto:s[redacted]] Sent: Tuesday, October 18, 2016 11:00 AM To: Gene G[redacted] Subject: Re: Delivery date? Now he says he can't deliver in Monday, this is ridiculous.  I should charge $150/night for Thursday's and Sunday night's hotel room, plus now Monday night??   Crazy. Sent from my [redacted] On Oct 17, 2016, at 1:14 PM, Gene G[redacted] wrote:[redacted], My understanding is he is still loading in NY today. He lost some time. Your items stay on the truck, and they will deliver Monday. Gene From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 12:07 PM To: Gene G[redacted] Subject: Re: Delivery date? Yes, Monday is fine.  I get back on Sunday at 5:00-ish.  If that changes, I'll let you know.  However, I kinda have no where to live Thursday night now or even Sunday night.  I'll have to get extra nights at the hotel.   :-(.     Will my stuff stay on the truck... or be placed in storage? Sent from my [redacted] On Oct 17, 2016, at 11:25 AM, Gene G[redacted] <[redacted]> wrote:[redacted], I am being asked if you are back to Fortson on Monday 10/24 and could accept delivery then? They are hard pressed to make Thursday it looks like. Gene From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 9:57 AM To: Gene G[redacted] Subject: Re: Delivery date? Thanks a bunch.   Sent from my [redacted] On Oct 17, 2016, at 9:55 AM, Gene G[redacted] <[redacted]> wrote:Hi [redacted], I am working on it. I made them aware you are leaving early Friday AM. We are working on your costs, should have them later today. Gene From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 9:37 AM To: Gene G[redacted] Subject: Re: Delivery date? Thank you. Please remind him that I'm on a plane at 6:00 Friday morning, so if it goes beyond Thursday, I get free storage until Monday morning! Sent from my [redacted] On Oct 17, 2016, at 8:36 AM, Gene G[redacted] <[redacted]> wrote:Hi [redacted], It does look like the 20th. I will reach out to your driver and confirm. I will get back to you. Gene From: [redacted] [mailto:s[redacted]] Sent: Sunday, October 16, 2016 8:44 PM To: Gene G[redacted] Subject: Delivery date? Gene:  No one let me know Thursday afternoon when the delivery date would be in Fortson, GA.    We both assumed it would be early on the 20th, but I need to know.   Thanks.  --[redacted]

Check #[redacted] was certified mailed to the customer.

I choose to not respond to [redacted]'s slanderous
allegations regarding the repair company potentially exposing my company to a
libel lawsuit. I will forward [redacted]'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

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]

Linda Leonard <[email protected]>
9:13 AM (50 minutes ago)
to me 
6/2/14
 
[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,

There are numerous responsible parties in the process of an interstate move. In 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 10/18-10/20.  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 [redacted] works with each customer’s needs using Tariff Item 306 (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 receipts. Regarding the request for a reduction of transportation charges, I must politely decline. We are Federally regulated and must follow the [redacted] Tariff on the Collection of Charges and Delay Compensation. Ms. [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 this. At 11:25 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 11:25 that while she was basically not thrilled with the 24th, her words were Monday is fine. On the 18th Gene Advised Ms. [redacted] of her final charges and told her he would keep her posted on her delivery date. On 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 driver. Ms. [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[redacted], 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 email. Throughout 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, 2016 8:08 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 7 and 8 with his whole crew.  8 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 [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 this. Conversely 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.

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 pick-up the 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 ** 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.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Fri, Aug 7, 2015 at 9:02 AMSubject: Fwd: Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>
[redacted]---------- Forwarded message ----------From: [redacted]@[redacted].com <[redacted]@[redacted].com>Dat...⇄ Thu, Aug 6, 2015 at 4:17 PMSubject: Complaint #[redacted]To: "[email protected]" <[email protected]>Cc: "Patt F[redacted]@ClemmerMoving.com)" <[redacted]@clemmermoving.com>, "[redacted]@[redacted].net" <[redacted]@[redacted].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 repair. They 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,
 
[redacted]
p ###-###-####
f. ###-###-####
[redacted]@[redacted].com

This move was completed through [redacted] Van Lines.  This customer has completed a claim and submitted it to the Van Line.  We are bound by law to allow the Van Line to settle this claim.  Should it be found that the Van Line is liable for any damages the Van Line will offer a...

claim settlement.  I can assure you there was nothing stolen, should the Van Line determine that any items are missing they will send a missing item notification to all parties involved.  Should the item be determined to be missing and not found the Van Line will again settle the claim accordingly.[redacted] should allow the claims process to be started and completed and she will find a very fair resolution to any concerns she may have should they be legitimate.

This paperwork was provided to Ms. [redacted] 10/18 with phone numbers for her to contact as evidenced in this email below.  I have included the documents again to this email.
 
From: Gene G[redacted] Sent: Tuesday, October 18, 2016 11:16 AMTo: '[redacted]'Subject: RE: Delivery date?
 
[redacted],
 
I have included delay claim documents for you. Please look them over. There is an 800 contact# on page 3 of the form. Please call them with any delay claim questions. Feel free to contact me also, I will be glad to help.
 
Gene
 
From: [redacted] [mailto:s[redacted]] Sent: Tuesday, October 18, 2016 11:00 AMTo: Gene G[redacted]Subject: Re: Delivery date?
 
Now he says he can't deliver in Monday, this is ridiculous.  I should charge $150/night for Thursday's and Sunday night's hotel room, plus now Monday night??   Crazy. Sent from my [redacted]
On Oct 17, 2016, at 1:14 PM, Gene G[redacted] wrote:
[redacted],
 
My understanding is he is still loading in NY today. He lost some time. Your items stay on the truck, and they will deliver Monday.
 
Gene
 
From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 12:07 PMTo: Gene G[redacted]Subject: Re: Delivery date?
 
Yes, Monday is fine.  I get back on Sunday at 5:00-ish.  If that changes, I'll let you know.  However, I kinda have no where to live Thursday night now or even Sunday night.  I'll have to get extra nights at the hotel.   :-(.     Will my stuff stay on the truck... or be placed in storage? Sent from my [redacted]
On Oct 17, 2016, at 11:25 AM, Gene G[redacted] <[redacted]> wrote:
[redacted],
 
I am being asked if you are back to Fortson on Monday 10/24 and could accept delivery then? They are hard pressed to make Thursday it looks like.
 
Gene
 
From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 9:57 AMTo: Gene G[redacted]Subject: Re: Delivery date?
 
Thanks a bunch.   Sent from my [redacted]
On Oct 17, 2016, at 9:55 AM, Gene G[redacted] <[redacted]> wrote:
Hi [redacted],
 
I am working on it. I made them aware you are leaving early Friday AM. We are working on your costs, should have them later today.
 
Gene
 
From: [redacted] [mailto:s[redacted]] Sent: Monday, October 17, 2016 9:37 AMTo: Gene G[redacted]Subject: Re: Delivery date?
 
Thank you. Please remind him that I'm on a plane at 6:00 Friday morning, so if it goes beyond Thursday, I get free storage until Monday morning! Sent from my [redacted]
On Oct 17, 2016, at 8:36 AM, Gene G[redacted] <[redacted]> wrote:
Hi [redacted],
 
It does look like the 20th. I will reach out to your driver and confirm. I will get back to you.
 
Gene
 
From: [redacted] [mailto:s[redacted]] Sent: Sunday, October 16, 2016 8:44 PMTo: Gene G[redacted]Subject: Delivery date?
 
Gene:  No one let me know Thursday afternoon when the delivery date would be in Fortson, GA.    We both assumed it would be early on the 20th, but I need to know.   Thanks.
 
--[redacted]

First, please accept our sincere condolences.  We are saddened upon being informed of the death of [redacted] and offer our sympathies to the family.
I would like to state that Clemmer Moving is in no way, not even partially responsible for the death of [redacted].  Such a false & defaming statement is libel.  I strongly request for all parties involved that statement be stricken.
Furthermore, it is clear that [redacted] is unaware of the deplorable living conditions in which her parents were dwelling.  When the relocation expert arrived to provide an in-home survey the home was in complete disarray.  There were only paths to make your way around the home.  The paths consisted of goods waist high and above.  The consultant who visited with the [redacted]’s has over 10 years of experience and never in those 10 years did he visit a home that was in such disorder and filled with so much.   Due to the condition of the home it was nearly impossible to provide any type of estimate, however he did the very best possible in consideration of the condition of the home.
[redacted] has said that we offered them an outrageous cost to pack.  That is due to the conditions of the home and the amount of items they had requested to be packed.  The in-home consultation is free and the homeowner has absolutely no obligation to move with us.  If our cost was considered outrageous the [redacted]’s could have and should have chosen another organization to provide these services.
My team was asked to pack belongings that were piled waist high to upwards of 5 feet with about a foot of space to work in.  Much of these items were broken prior to our crew packing.  The items were simply heaped in mounds around the home.
When [redacted] states that items from 3 different rooms were packed into 1 box that is because all of those items were in 1 room loaded on top of each other.  Our crew packed the items in which they were in each of the rooms.
One mover did inadvertently pack a phone charger.  He was never told not to pack the item; it was only brought to his attention after it was packed.  There was minimum direction from the home owners with exception to some out of the ordinary requests.  My crew was told to pack everything and in the midst of this chaos did what they were told.
We are not a cleaning company, we are a moving company.  We do not wash laundry or dishes.  If my crew is told to pack an item and it is not clean they will point this out to the homeowner and ask if the homeowner would like to wash the item before packing it.  There were stacks of unclean dishes the homeowners needed to be packed and so my packing team did as instructed.
As the process continued my office advised the [redacted]s that the move was increasing as we continued to uncover things that we would not have been able to know at the time of the estimate.  [redacted] appeared understanding to this and at no point did he ask us to do anything differently to avoid the added costs.  The [redacted]’s could have packed items themselves or had family come to help them pack which they did not.
The truck most certainly was packed for convenience however the weight was so high that it would be impossible to fit that amount into a single trailer.  A trailer can only hold up to so much cubic feet and this move was significantly more than would fit.  Due to the disorder of the home there was no way the crew would have been able to load the truck in any particular order.  Under normal circumstances we load the essentials onto the first truck and nonessentials onto the 2nd.  My team did however pack the televisions that the [redacted]’s requested be put on the first truck as well as all of their beds, bedding, clothing shoes etc.  Additionally, the truck had to be packed to separate the items going to storage verses what was going to the new home.
The final cost of the move was $19,663.98 this does not include the additional weight.  The job was estimated at 23,642 pounds and the final weight was over 25,000 pounds but as a show of good faith we did not charge for the added weight.  Furthermore my CFO also agreed to a discount of $1,163.98 on top of the already discounted weight.
In closing the [redacted]’s had no family or friends available to them to assist them in preparing their home for the move.  We stepped in and with compassion and care provided extraordinary services that went above and beyond the expectation of a moving company.  My team worked an extra 4 days loading this move.  Considering all of the added time and effort the increase in price over the estimated costs was insignificant and could have been much more had we not been sympathetic to the needs of the [redacted]s.  We are extreamly surprised at these accusations in consideration of all of the effort, time and care we put into this move to assist this couple when they had nobody else there to help them.

[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 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 yesterday. I'm not running around trying to figure out what went where. I am under the impression that clemmer is who picked up and will deliver. It's like we are playing hot potatoe or something. So 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 anyone. Had 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 general. I have things to do today other than hang on the phone so I don't need any further calls. You 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 100 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 27 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 false 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 10 reviews on [redacted], 8 which gave us 1-star on dating back to 2012.  We provide on average nearly 3,000 moves per year.  In the course of 4 years that would be an average of 12,000 relocations.  Of those 12,000 relocations there have been 8 reviews that gave the organization a 1 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 $1,000 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 $285.00 he is requesting.

Review: I had these movers move me in March and although the movers were told not to remove glass shelves from my hutch they did anyway and caused a lot of damage to the inside of that hutch. It was then discovered after they left they put the shelves in backwards and had to come back again and take shelves out again and caused more damage. I was promised by the service person ** that Clemmer would repair my hutch but unfortunately it would not be able to be repaired to perfection as the damages were extensive. He advised that the movers should have used common sense and he would go to the claims committee to get me a fair dollar amount for the damage. We also discussed that the one mover stood around and wasted time which added unnecessary time to the move of 15 pieces of furniture that were completely empty with no drawers, cushions, etc. He stated that he would have my move costs reimbursed as well to fit with original quote. After 2 months of stringing me along, ** as well as Clemmer are not trying to make good on the damages or the over inflated move time. The tune has completely changed. I had a service call scheduled for May 13 at 10am and at 9 am ** from Clemmer advised me that he has been instructed to not come out and repair the add'l damage and they are now sending me a packet of papers to fill out. I then spoke to manager [redacted] who has advised me that Clemmer will not honor anything above the .60 cents per pound insurance and will not reimburse me for any of the over inflated move time. She also informed me that Clemmer now will not even come out and finish repairing the piece which they acknowledged was damaged by their movers. This outcome is completely unsatisfactory. I would like my furniture repaired, a fair dollar amount for the scratches in the hutch that can only be covered over and the add'l money I paid for the over inflated move.Desired Settlement: The desired settlement only allows me to pick one option but I am requesting them to complete repair of damage and to honor what their service person promised as far as reimbursement to over inflated move time and a reasonable settlement for the damage to hutch that is not repairable.

Business

Response:

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/lb. per article as is explained in the document attached headed Released Value & Extra Protection (attached).

In this case [redacted] chose not to purchase the additional coverage therefore her goods would be covered at the $0.60/lb. as 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 [redacted] on 03/27/14 indicating that the items had been repaired to her satisfaction. However, as [redacted] is now unhappy with the repairs that were provided on that day, the appropriate settlement would be to provide [redacted] with a monetary settlement at her chosen valuation which is $0.60/lb.

Concerning [redacted]’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 1 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 [redacted] for 1 hour of time as she has requested. This in no way is an admittance that what [redacted] alleged is true, but a good faith effort to resolve this matter and offer closure to the customer.

Consumer

Response:

Linda Leonard <[email protected]>

9:13 AM (50 minutes ago)

to me

6/2/14

[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,

Review: this company promised to move my furniture from PA to TN within 3 to 7 days from pick up day and failed to deliver on time as promised and said it may deliver 2 weeks later than promised delivery date. I have signed a contract with them a month in advance and told them that I needed delivery on time because I 'll be traveling overseas for 6 weeks and wants to make sure that I receive my furniture before travelling. I talked to the company owner and after ignoring my messages a couple of times he called a left a message that the company's coustomer service are trying to help to arrange for another delivery day as they could not find a driver for the truck and that my furniture is being stored on a truck awaiting delivery !!! leaving my family and I in agony ,pain and distress to add to relocation stress and to scramble to find someone to trust to receive our furniture after we travel and not mentioning leaving behind stuff on the truck we wanted to take with us on our overeasa trip which we planned a head of time and could not reschedule because of unavilability of seats and cost of changing.

Business

Response:

From: [redacted] <[redacted]>

Date: Thu, Aug 8, 2013 at 4:19 PM

Subject: RE: [redacted] Complaint

To: [redacted] <[redacted]>

**. [redacted],

What method would be best for me to respond to this complaint? I will include my response to this email and please let me know if this is appropriate and also if you have any questions.

The contract between **. [redacted] and [redacted] (the contract is between the [redacted] and not Clemmer Moving & Storage) is to move his household goods from Pennsylvania to Tennessee. The dates on the contract are agreed upon dates and are not guaranteed. Per the “Rights and Responsibilities When You Move” booklet, a delivery could be delayed. In addition, on the back of the Bill of Lading (the actual contract), it references our tariff. This tariff includes an Item that explains our delay compensation should the shipment be delayed in delivery.

My staff and I attempted contact with **. [redacted] multiple times per day in an attempt to clearly explain the situation as it was occurring however **. [redacted] ignored all of our calls and refused to respond to message left. Even still, in our voicemails and the few times **. [redacted] accepted our calls we clearly communicated the situation to him and keeping him updated.

We had offered him options such as compensation if he was able to change his flight ticket, delay of delivery compensation and ultimately **. [redacted] chose to continue on his international vacation and have his realtor accept the items as we had suggested.

Additionally we did everything possible to get his goods to him on time and push the vanline for an earlier delivery date (further explanation of this is included in an email I sent to the Vanline’s scheduling department below).

Please let me know of any questions you have or if you need further information. Thank you very much.

Email below to lead scheduler for [redacted] East Coast Region

From: [redacted] [mailto:[redacted]]

Sent: Monday, June 24, 2013 3:02 PM

To: [redacted], [redacted]; [redacted], [redacted]

Cc: [redacted]

Subject: FW: [redacted] # [redacted]

Good afternoon [redacted],

You have had numerous phone calls and emails with my coordinator [redacted] pertaining to **. [redacted]. As you are aware, **. [redacted] was provided a delivery spread to his home in Tennessee of 6/20-22/2013. As you are aware, and I have provided you below the emails between you and [redacted] to refresh your memory, this reg was put on as a R-19 and is currently awaiting pick up from our facility. You and [redacted] discussed the fact that the shipper would be leaving the country the afternoon of the 24th and had become extremely irate and dissatisfied insisting that we meet the dates he was provided when he booked the move on 4/25.

I and [redacted] both explained to **. [redacted] his options.

1. Have a trusted friend be at his residence to receive his household goods

2. Change his flight arrangements ([redacted]. in customer service was very helpful and advised he would receive up to $125 of a ticket exchange providing he showed proof of cost)

3. Hold in storage and be responsible for storage costs until his return to the country in Mid-August

**. [redacted] refused all 3 options and although [redacted] and I have since speaking with him made numerous more attempts at contacting him in the hopes of being able to work out one of the above solutions **. [redacted] has refused all of our calls and efforts at resolving this.

What can we do to hasten this delivery?

I have included [redacted] and [redacted] in the hope that you may also have suggestions as to how this unfortunate situation can be resolved,

Thank you.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: They are liars and untrustworthy. I had my realtor to receive the furniture on my behalf and they finally delivered it through another company on 7/2/13, 12 days later from our agreed delivery day.

After we started unpacking, we found that there are broken items, damaged furniture and missing items. Our experience with [redacted] and Clemmer moving companies have been horrible. I do not need their compensation but doing this

to warn other people against these people.

Regards,

Business

Response:

We had suggested to **. [redacted] that he have someone available to receive the delivery although delayed. To which he did. It was indeed an [redacted] driver so I am confused why he insisted it was not.

We are not liars. We were forthright with **. [redacted] from the beginning and the moment we were informed by [redacted] that there would be a delay we immediately alerted the customer, we did everything we could to deliver it sooner and offered compensation due to the fact that the shipment was going to arrive a couple of days late.

This is a situation that is and has always happened in this industry. It is unfortunate and we do everything we can to recover the customer right away and work hard to make them whole. As I previously stated the agreed to dates are not guaranteed and it does clearly state this to the customer on the paperwork provided.

Finally Clemmer Moving & Storage was the booker for this shipment however we were not the hauler. [redacted] is the hauler and therefore we are at the mercy of their scheduling.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: again they are liars and untrustworthy, they can never compensate me and my family for the agony they caused to us. They are the ones responsible for moving my furniture as an

agent to [redacted]. I do not understand why they keep trying to blame it on [redacted], both are horrible liars and scamists and I 'll never use or recommend them again . I am doing my best to tell people about they sacmmist tactics.

Review: Clemmer Moving and Storage has not fulfilled their contract by not providing adequate amount and quality of physical bodies to move the contents of my home in a timely manner as specified in their good faith estimate and thus Clemmer now has tried to add almost $1650. on top of the approx $3488.78 original quoted price. They now try to invoice to a total of approx. $5100.00

1) day 1 - 24 foot truck by Clemmer with one seasoned driver/ loader

day 1 - 3 first year college kids arrive at my home ( one is ready to go- the other 2 are beat from previous day move at another unrelated job location).

time alotted- 16 hours for total move with 4 people each day

day 1 - 1 young man wraps furniture / 1 seasoned man packs contents on tailgate into truck / 2 exhausted young men transport furniture from house to truck

day 1- moving crew arrive 830 a.m. and at 430p.m. depart with truck for 1 hour drive to proceed with unload ( truck is only half full) they unpack and depart

at 930 pm. ( total 13hours) They have now, at the 13 hour mark not even loaded or moved half the contents of my home to the destination point.

920 pm day 1 - lead Clemmer mover at site suggests to me that the Clemmer estimator combined with not enough people has bogged the move down.

Lead mover also states that on day #2 of move the "husky men will arrive with him to move the heavy objects on Clemmer quote". The husky- muscled men never showed up and 2 light duty young men showed up. on day 2. Mover #4 shows up 1 1/2 hours late with another 24 foot truck with a questionable leaning lift gate meant for heavy objects. Lift gate leans 20 degrees off level in the up position.

day 2- 10a.m. I called Clemmer headquarters and state the move is not going well. The answer I got was any overtime is $190.00 per hour. I stated Clemmer didn't provide proper help or the original estimate was not a "good faith estimate". ( note -the estimator would not return my phone call).

day2 - 1 p.m- I ask for a ballpark estimate from the lead mover "how long till we get totally loaded? Reply--> 6pm then 1 hour travel to unload site. Panic time!!

I then told the lead man to "only load the heavy items ( safe prox 800 pounds- wood burner 900 pounds- these were the heaviest) The homeowner, age 60 but strong, "HAD to help as they couldn't get it done with workers present. Really!!! They couldn't get the safe out of the basement.

Day 2 arrive at destination at 430 pm and we are asked for our credit card for payment which under duress I supplied as they told me "no card , no unload''. Card supplied.

Wife age 60 - husband age 60 and son age 19 have now filled a 24 foot truck with the remainder of the house contents and moved it. It was part of Clemmer's original quote but I contest the overtime because of lack of organization and enough movers at site by this company. If my family personally filled a 24 foot truck Clemmer moved a little over half the contents of my home. They did not fulfill their original contract and the homeowner personally helped on day 2 with moving items from house to staging area and unload.

Woodburner broken by movers by sliding broke 3 of 4 legs- scratched and dented furniture.

As a concern I would note that requiring a worker to perform beyond his physical ability places the worker in harms way when coupled with a lift gate that in my estimate was faulty.Desired Settlement: Clemmer original quote to move content-------------------> $3488.00 ( p.s. this quote was within 5% of another bid)

Clemmer add on for over time-------------------------------> $1600.00 ( erroneous charge because of lack of adequate help at site)

Clemmer total above-------------------------------------------> $5138.00

I want the added $1600. removed ( lack of proper help)-> minus $1600.00

24' foot truck loaded by me that was part of

Clemmer's original contract-bid ( % of items not moved)-> minus $800.00

Total due Clemmer moving------------------------------------>$2688.00 ( however, Clemmer has charged my credit card $4900.00)

Business

Response:

Clemmer Moving did provide the appropriate amount and quality for the relocation of the [redacted] family. In reviewing the crew it is not a true statement that 1 was seasoned and 3 were first year college students. On the 1st day there were 3 seasoned full-time permanent employees and 1 college student. On day 2 there were again 3 full-time permanent employees and 1 college student.

Review: I ordered a sofa from [redacted].[redacted] and this is the company they used to have my sofa delivered. I scheduled a 4 hour delivery window with Clemmer 4 times. The 1st three times, nothing was delivered. Today is the fourth delivery scheduled and I have yet to hear from them. They have offered no explanation as to the missed delivery times. Now a $780 sofa is somewhere out there that I have already paid for and has never been delivered.Desired Settlement: I want my sofa delivered with no damage.

Business

Response:

From: [redacted] <[redacted]>

Date: Thu, Aug 8, 2013 at 4:23 PM

Subject: RE: [redacted] Complaint

To: [redacted] <[redacted]>

[redacted] – these shipments are sent to us via a freight carrier sourced by [redacted].[redacted]. Until it reaches our warehouse we are not made aware of its whereabouts or anything. It doesn’t exist to us until it’s received by us.

This particular item was received by my warehouse on 7/20. At 11am on 7/20 we contacted **. [redacted] to let her know we had her piece of furniture and would like to speak with her about a delivery date and time. **. [redacted] did not return our call. We contacted her again on 7/26 and agreed to a delivery date of 8/02/2013. This piece of furniture was delivered on 08/02/2013 as agreed upon with the customer.

Please let me know if you have any questions or if you require further information.

Thank you very much.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My shipment tracking from the prior carrier shows a delivery date to them of 7/10. No one ever called me to tell me that it had arrived. I had to contact them. Once I did we set up a 4 hour delivery window for 7/25. No one showed up. I called them that evening and was told that it would go out on a truck on 7/26. Nothing showed up. I called again that evening and was told that it would go out on a truck on 7/27. Nothing showed up. Their customer service phones are closed on weekends so when I called first thing Monday morning we set up a delivery time for 8/2. This company is obviously unprofessional. I love their fairy tale story though! I got a few chuckles. If I never contacted them they probably wouldn't have ever even called me to tell me they had the merchandise in their warehouse.

Regards,