***, Complaint Handler
Revdex.comBryant Woods SouthAmherst, New York 14228Via Email: ***@upstatenyRevdex.com.org
Re: ID ***
Dear ***:
This letter is in regards to your follow up letter of November 18th, Your letter indicated we needed to further respond to the customer’s additional concernsThe response from the customer is broken down to three areas of discussionFirst is the issue of who was present and where they were during the moveSecond, blanket protection being used for the storage of the items movedThird is photographs and the condition of the furniture before the moveIn regards to the discussion about if the customer was present during the move and where they wereIt is impossible to argue who was located where and what was seen or not seenThe customer was present during the process and the complete process was done transparentlyNothing was hiddenThe statement of the customer being present during the move is not the defining reason for CNY Fire declining responsibility for damages to the personal propertyIt is statement to clarify that the move was completed with the customer’s full knowledge and visibilityWhere the customer was located during the process does not change the other facts that after we completed the move, the items were completely out of our control for over a year and moved out of the storage container by othersIn regards to the moving blankets and the way the items were placed into the containerAs stated previously, this was not our first time handling customer’s belongingsIt is a routine part of our businessThe items were carefully placed and stacked into the containerCardboard will not cause scratching to wood furniture and is often used to aid in the moving process to prevent damagesIf our crew felt that further protection of a material was required in the storage container, that would have been doneStacking items in the container is a process and is done so with consideration for the items being stacked onThe customer indicated that he has contacted numerous moving and storage companies and all stated that what we did was incorrectI have contacted Syracuse Moving & Storage and discussed this processThey stated that moving blankets are primarily used in the transportation of goods from one place to another as an impact protectionThe use of moving blankets in a non-climate controlled environment for an extended period of time would not be suggested as the blankets can absorb moisture in the air and damage wood furniture by holding the moisture content levels highCardboard would typically be used in this environmentStacking of property is done every time a move is completedIn regards to the photographsI did not tell the customer that I had taken photos of the loading, unloading and storage of the contentsI stated that I had taken photos of the house and contents inside prior to the commencement of the project and also had taken some of the contents prior to the moveI provided copies of every photo that we had takenI have attached a copy of the photos provided to the customer to this responseID *** Response Continued; Central New York’s Complete Disaster Recovery Solution for your reviewThe customer has stated that the photos do not show any damages to the furniture and that all the furniture was in pristine conditionAlso during my initial conversation with the customer about the damaged furniture, I asked what the damages were and what furniture was damagedThe customer responded that almost all of the furniture was damaged and they were all *** or *** brands that were in like new pristine conditionBased on my observations at the home prior to the project start, I found this statement inaccurateThe customer does have good furniture and indeed it was well taken care of, but it was not in pristine conditionTypical of most homes, the furniture was used and lived on resulting in wear and tear over the course of the years the customer stated they have had the itemsKeep in mind that most items someone has in their home are not subject to heavy inspection or scrutiny until they are moved to a new location and most wear and tear goes undetected until that timeAs an example of this, I bring your attention to the attached photo reportYou will note that photo IMG_shows a night stand with damages to the top from placement and movement of items on it over the yearsPhoto IMG_is a bookcase with damages along the right front edge and IMG_is a long dresser with a wear mark on the left hand side from opening and closing a laundry basket placed next to it over the yearsThese photos are examples of the state of the furniture prior to CNY Fire handling anythingThe photos also show the furniture was moved by others prior to our work starting in order to perform demolition servicesAs requested, I have attached a copy of our contract on this projectAlong with the contract is the detailed line item scope of the projectPlease note on 11/15/we modified the contract and credited the customer $1,which was the original cost allowed to unload the storage container into the homeThe customer was planning on performing this task on their ownYou will note the cost specified for this operation on page in the original detailed scope of workThe customer paid this contract in full less the amount creditedOur position on this remains at stated in our October 21st & November 10th lettersSincerely,*** ***CNY Fire Emergency Services, 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.]
Regards,
*** ***
*** didn't watch as every item in our story house was moved into moving van to move to storage containerThere were multiple people involved in the moveThis process took one entire day and part of the next. There also was not a supervisor (woman) as stated by *** at either location taking pictures or monitoring the move and storageCardboard boxes were assembled by us, packed and reinforced with packing tape and duck tape. The bottoms weren't smooth cardboard by the time the process was completed.We also packed contents in recycling bins, large tubs, and totes. All fragile contents were moved by us to my mothers house prior to CNY's move. These certainly should not have beenstacked on top of furniture without protectionIf movers didn't want to use blankets than they should of used proper size of cardboard first, than place moving boxes and other itemson top. This wasn't done and the reason for the damageCNY most certainly told us they took photos of loading, unloading and storage of the contents. *** indicated to us that he would transfer pictures from their software to us, when hedid approximately a 3-weeks later there were no pictures of the move or storageThe pictures where of the damage to our house and not of any of the furniture.We never stated as per *** that we had ***, or *** furniture. We said that we had good quality furnitureMost of which was *** & *** ***
On my FIRST visit to DCSC I brought a designer silk shirt to be cleaned On return I discovered the shirt ruined, i.eshrunk We discussed & agreed upon a $cleaning credit as remedy I admittedly don't require much dry cleaning...and over the next few years would bring in items for cleaning against the original credit However, I noticed that DCSC seemed to not retain accurate record of the credit on subsequent visits, which required re-engagement w/ the manager (Greg) to resolve each time So I began asking the cashier to record the remaining credit balance on a slip after each visit My last visit was the same, i.eno record..., engage the Mgr (Greg),who ultimately found the remaining credit in the PRECISE value in their system as was written by his own employee on my slip, but indicated that he showed it exhausted I told him I'd not submitted cleaning to exhaust it, and asked he show me transactions to validate it exhaustedHe responded that they periodically purge their register history and could not After further discussion, him pacing, and general lack of customer service focushe inquired, "Why don't you just take your business elsewhere?" Taken aback I replied I happily would after my outstanding credit was exhaustedAfter further discussion he asked the same question To which I complied So, my interaction began w/ DCSC ruining a designer silk shirt and ended w/ this interaction and an outstanding credit balance Actually, the counter cashiers were all quite nice The issue w/ this establishment seems to be poor process to ruin my shirt, an antiquated transaction archiving system and very poor managerial customer service Cheers
October 21,2014[redacted], Complaint Handler
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Via Fax: ###-###-####
Re: ID [redacted]
Dear [redacted]:
This letter is in regards to the above assigned ID number and is our response as...
requested.
We were hired by [redacted] on 6/13/2013 to perform extensive repairs to the home. Part of the process was to move the contents to an on-site storage facility while the repairs were completed. .
At the customer's request, they wanted us to move the contents to a storage trailer down the road at the new home they were building at the time. This was so that once the new home was finished, they could move the items into the new house instead of back into the house we were fixing. On 7/3/2013 we moved the furniture and contents located in the rooms we were working in to the requested location. The customer had already gone through all the rooms and boxed and packed all the items in preparation for the move. We loaded all the contents in the affected rooms onto a moving truck and transported the goods to the storage trailer. We then unloaded the truck and loaded the items into the storage container. During the move, moving blankets and all necessary damage control methods were used. The customer was present for the duration of the move and was witness to the way the trailerwas loaded. Everything was placed in the trailer in a neat and orderly fashion and care was given to make sure we did not damage anything. At that time no damages were noted by the customer or any of our crew to the furniture. Also the customer had no issue with the way the trailer was packed and they were present during the loading. After loading the trailer, this was the last time we had any contact. with the items. The customer placed their own lock on the trailer and the trailer was On their property. The customer stated to us that the contents were going to then be moved into the new house when it was finished. After January 1st, 2014, we transferred the billing directly to the customer as they still were not ready for the contents to be moved out yet as the new house was not finished. Our next contact with the customer was on 8/3/2014 when they sent an email stating that furniture had been damaged. This is over One year after we loaded the furniture into the trailer. The trailer is not climate controlled so this furniture essentially sat outside for more than 1 year. At no point during that time did the customer bring to our attention any concern with the furniture or the way the trailer was packed,
The following week after the email from the customer on 8/3/2014, I had a conversation with the customer to discuss the situation. At that time he indicated to me that he had a group of people unload the trailer into the home and they found damaged furniture. He explained that he felt the trailer was not packed properly. This was a week after the contents of the trailer had been unloaded by his own people. He stated that every piece of furniture in the trailer was damaged and that it was all high end furniture and in pristine, like-new condition.
At that time I explained to the customer that we could not do anything in regards to the furniture for several reasons. Those were stated as follows:
1) The furniture was packed into a non-climate controlled trailer for excess of one year.
2) We did not move or touch the furniture after it was packed into the trailer.
3) The packing of the trailer was witnessed by them at the time it was done and everything was done appropriately. No objection was voiced at that time and no damages were noted at that time.
4) The trailer was closed and locked by the customer and they are the only ones that had access to the goods the entire time.
5) The trailer was unpacked by others who could have damaged the furniture during the unloading process.
6) We were not notified until everything was moved out and into the house.
7) If the customer had notified us before the furniture was moved, we would have inspected the items in the trailer and handled accordingly. Now everything has been moved by another party and there is no way to determine if damages were done during the move into the new house or not.
The customer has contacted us on several occasions since the first contact on 8/3/2014 and each time we have explained that we will not consider repairing any of the furniture as we do not feel we are responsible for the reasons mentioned above. If you should need any further information in regards to this, please feeli free to contact me.
Sincerely,
[redacted]
CNY Fire Emergency Services, Inc.
3644 John Glenn Blvd.
Syracuse, New York 13209
Phone: ###-###-####
Fax: ###-###-####
Email: [redacted]@cnyfire.com
***, Complaint Handler
Revdex.comBryant Woods SouthAmherst, New York 14228Via Email: ***@upstatenyRevdex.com.org
Re: ID ***
Dear ***:
This letter is in regards to your follow up letter of November 18th, Your letter indicated we needed to further respond to the customer’s additional concernsThe response from the customer is broken down to three areas of discussionFirst is the issue of who was present and where they were during the moveSecond, blanket protection being used for the storage of the items movedThird is photographs and the condition of the furniture before the moveIn regards to the discussion about if the customer was present during the move and where they wereIt is impossible to argue who was located where and what was seen or not seenThe customer was present during the process and the complete process was done transparentlyNothing was hiddenThe statement of the customer being present during the move is not the defining reason for CNY Fire declining responsibility for damages to the personal propertyIt is statement to clarify that the move was completed with the customer’s full knowledge and visibilityWhere the customer was located during the process does not change the other facts that after we completed the move, the items were completely out of our control for over a year and moved out of the storage container by othersIn regards to the moving blankets and the way the items were placed into the containerAs stated previously, this was not our first time handling customer’s belongingsIt is a routine part of our businessThe items were carefully placed and stacked into the containerCardboard will not cause scratching to wood furniture and is often used to aid in the moving process to prevent damagesIf our crew felt that further protection of a material was required in the storage container, that would have been doneStacking items in the container is a process and is done so with consideration for the items being stacked onThe customer indicated that he has contacted numerous moving and storage companies and all stated that what we did was incorrectI have contacted Syracuse Moving & Storage and discussed this processThey stated that moving blankets are primarily used in the transportation of goods from one place to another as an impact protectionThe use of moving blankets in a non-climate controlled environment for an extended period of time would not be suggested as the blankets can absorb moisture in the air and damage wood furniture by holding the moisture content levels highCardboard would typically be used in this environmentStacking of property is done every time a move is completedIn regards to the photographsI did not tell the customer that I had taken photos of the loading, unloading and storage of the contentsI stated that I had taken photos of the house and contents inside prior to the commencement of the project and also had taken some of the contents prior to the moveI provided copies of every photo that we had takenI have attached a copy of the photos provided to the customer to this responseID *** Response Continued; Central New York’s Complete Disaster Recovery Solution for your reviewThe customer has stated that the photos do not show any damages to the furniture and that all the furniture was in pristine conditionAlso during my initial conversation with the customer about the damaged furniture, I asked what the damages were and what furniture was damagedThe customer responded that almost all of the furniture was damaged and they were all *** or *** brands that were in like new pristine conditionBased on my observations at the home prior to the project start, I found this statement inaccurateThe customer does have good furniture and indeed it was well taken care of, but it was not in pristine conditionTypical of most homes, the furniture was used and lived on resulting in wear and tear over the course of the years the customer stated they have had the itemsKeep in mind that most items someone has in their home are not subject to heavy inspection or scrutiny until they are moved to a new location and most wear and tear goes undetected until that timeAs an example of this, I bring your attention to the attached photo reportYou will note that photo IMG_shows a night stand with damages to the top from placement and movement of items on it over the yearsPhoto IMG_is a bookcase with damages along the right front edge and IMG_is a long dresser with a wear mark on the left hand side from opening and closing a laundry basket placed next to it over the yearsThese photos are examples of the state of the furniture prior to CNY Fire handling anythingThe photos also show the furniture was moved by others prior to our work starting in order to perform demolition servicesAs requested, I have attached a copy of our contract on this projectAlong with the contract is the detailed line item scope of the projectPlease note on 11/15/we modified the contract and credited the customer $1,which was the original cost allowed to unload the storage container into the homeThe customer was planning on performing this task on their ownYou will note the cost specified for this operation on page in the original detailed scope of workThe customer paid this contract in full less the amount creditedOur position on this remains at stated in our October 21st & November 10th lettersSincerely,*** ***CNY Fire Emergency Services, 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.]
Regards,
*** ***
*** didn't watch as every item in our story house was moved into moving van to move to storage containerThere were multiple people involved in the moveThis process took one entire day and part of the next. There also was not a supervisor (woman) as stated by *** at either location taking pictures or monitoring the move and storageCardboard boxes were assembled by us, packed and reinforced with packing tape and duck tape. The bottoms weren't smooth cardboard by the time the process was completed.We also packed contents in recycling bins, large tubs, and totes. All fragile contents were moved by us to my mothers house prior to CNY's move. These certainly should not have beenstacked on top of furniture without protectionIf movers didn't want to use blankets than they should of used proper size of cardboard first, than place moving boxes and other itemson top. This wasn't done and the reason for the damageCNY most certainly told us they took photos of loading, unloading and storage of the contents. *** indicated to us that he would transfer pictures from their software to us, when hedid approximately a 3-weeks later there were no pictures of the move or storageThe pictures where of the damage to our house and not of any of the furniture.We never stated as per *** that we had ***, or *** furniture. We said that we had good quality furnitureMost of which was *** & *** ***
On my FIRST visit to DCSC I brought a designer silk shirt to be cleaned On return I discovered the shirt ruined, i.eshrunk We discussed & agreed upon a $cleaning credit as remedy I admittedly don't require much dry cleaning...and over the next few years would bring in items for cleaning against the original credit However, I noticed that DCSC seemed to not retain accurate record of the credit on subsequent visits, which required re-engagement w/ the manager (Greg) to resolve each time So I began asking the cashier to record the remaining credit balance on a slip after each visit My last visit was the same, i.eno record..., engage the Mgr (Greg),who ultimately found the remaining credit in the PRECISE value in their system as was written by his own employee on my slip, but indicated that he showed it exhausted I told him I'd not submitted cleaning to exhaust it, and asked he show me transactions to validate it exhaustedHe responded that they periodically purge their register history and could not After further discussion, him pacing, and general lack of customer service focushe inquired, "Why don't you just take your business elsewhere?" Taken aback I replied I happily would after my outstanding credit was exhaustedAfter further discussion he asked the same question To which I complied So, my interaction began w/ DCSC ruining a designer silk shirt and ended w/ this interaction and an outstanding credit balance Actually, the counter cashiers were all quite nice The issue w/ this establishment seems to be poor process to ruin my shirt, an antiquated transaction archiving system and very poor managerial customer service Cheers
October 21,2014[redacted], Complaint Handler
Revdex.com
100 Bryant Woods South
Amherst, NY 14228
Via Fax: ###-###-####
Re: ID [redacted]
Dear [redacted]:
This letter is in regards to the above assigned ID number and is our response as...
requested.
We were hired by [redacted] on 6/13/2013 to perform extensive repairs to the home. Part of the process was to move the contents to an on-site storage facility while the repairs were completed. .
At the customer's request, they wanted us to move the contents to a storage trailer down the road at the new home they were building at the time. This was so that once the new home was finished, they could move the items into the new house instead of back into the house we were fixing. On 7/3/2013 we moved the furniture and contents located in the rooms we were working in to the requested location. The customer had already gone through all the rooms and boxed and packed all the items in preparation for the move. We loaded all the contents in the affected rooms onto a moving truck and transported the goods to the storage trailer. We then unloaded the truck and loaded the items into the storage container. During the move, moving blankets and all necessary damage control methods were used. The customer was present for the duration of the move and was witness to the way the trailerwas loaded. Everything was placed in the trailer in a neat and orderly fashion and care was given to make sure we did not damage anything. At that time no damages were noted by the customer or any of our crew to the furniture. Also the customer had no issue with the way the trailer was packed and they were present during the loading. After loading the trailer, this was the last time we had any contact. with the items. The customer placed their own lock on the trailer and the trailer was On their property. The customer stated to us that the contents were going to then be moved into the new house when it was finished. After January 1st, 2014, we transferred the billing directly to the customer as they still were not ready for the contents to be moved out yet as the new house was not finished. Our next contact with the customer was on 8/3/2014 when they sent an email stating that furniture had been damaged. This is over One year after we loaded the furniture into the trailer. The trailer is not climate controlled so this furniture essentially sat outside for more than 1 year. At no point during that time did the customer bring to our attention any concern with the furniture or the way the trailer was packed,
The following week after the email from the customer on 8/3/2014, I had a conversation with the customer to discuss the situation. At that time he indicated to me that he had a group of people unload the trailer into the home and they found damaged furniture. He explained that he felt the trailer was not packed properly. This was a week after the contents of the trailer had been unloaded by his own people. He stated that every piece of furniture in the trailer was damaged and that it was all high end furniture and in pristine, like-new condition.
At that time I explained to the customer that we could not do anything in regards to the furniture for several reasons. Those were stated as follows:
1) The furniture was packed into a non-climate controlled trailer for excess of one year.
2) We did not move or touch the furniture after it was packed into the trailer.
3) The packing of the trailer was witnessed by them at the time it was done and everything was done appropriately. No objection was voiced at that time and no damages were noted at that time.
4) The trailer was closed and locked by the customer and they are the only ones that had access to the goods the entire time.
5) The trailer was unpacked by others who could have damaged the furniture during the unloading process.
6) We were not notified until everything was moved out and into the house.
7) If the customer had notified us before the furniture was moved, we would have inspected the items in the trailer and handled accordingly. Now everything has been moved by another party and there is no way to determine if damages were done during the move into the new house or not.
The customer has contacted us on several occasions since the first contact on 8/3/2014 and each time we have explained that we will not consider repairing any of the furniture as we do not feel we are responsible for the reasons mentioned above. If you should need any further information in regards to this, please feeli free to contact me.
Sincerely,
[redacted]
CNY Fire Emergency Services, Inc.
3644 John Glenn Blvd.
Syracuse, New York 13209
Phone: ###-###-####
Fax: ###-###-####
Email: [redacted]@cnyfire.com