I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
How do I go about receiving the refund? Thank you so much for your help!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs....
[redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Revdex.com:How can the driver be certain when more than 20 boxes were not marked, and when he pushed us to sign off on the delivery because he was running late for [redacted]? I think he is taking advantage of us because my,husband is disabled and we have very little money and he knows that it is stressful for my husband to fight this. The fact is,my story hasn't changed. We have at least 2 missing boxes. I want them to reimburse us.
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Coakley Brothers did a FANTASTIC job with my move. The salesperson (Ken [redacted]) did a very good estimate, the schedulers followed-up to confirm the date/time of the move. But best of all were the 3 gentlemen who did the moving - they were timely, speedy, courteous at all times, and careful. Not a single thing was broken - every single fragile item, including the good china, was in pristine condition! I would like to thank all involved, especially the three gentlemen who did the physical labor (Joey, I think, was the name of the lead man?) Thank you so much for such a seamless move!
Review: I called Coackley, asked for quote. was told that I would be assisted on day specified. Had no response, called back again to confirm,
was misdirected and had to reschedule with [redacted] since there was a computer error and she was gone on vacation.
[redacted] sent agent out for quote. received $640.00 quote. Agent came out and viewed all antique furniture. When delivery people arrived. They stated that they were not informed of antique furniture, and did not have proper padding and a smaller truck than required. Since I only had that day to move, I had them proceed. They showed me a insurance form to sign off on which I did, they said I didnt need insurance nor did they explain policy,pricing etc.
1. dismantalled bed, backboard and front board and broke pedestal holding frame
2. Took 1 hour trying to dismantle 3 piece, antique roll top desk. The did not have proper tools and used mine and finally removed 6 screws, only to realize they were the wrong screws. They found 2 screws on top which dismantled the desk.
3. stacked all boxes 3 tall and at destination all boxes were completely demolished, with damaged property inside.
4. damaged antique dresser trim
5. Broke antique retro lamp
6. damaged wood on front face of bedroom set, large gauge on facing
7. reassembled bed to lowest position, to floor, allowing me now to fall into bed and have a hard time to get out of bed
8 .asked me to help on all deliveries holding doors and long walks to storage units knowing I had a heart attack 2 weeks prior.
9. when desk was reassembled, screws were installed wrong, and desk operation would not function and all you can hear is scratching of screws when operating , digging into wood. desk does not fuction properly now
10. broke apart right lower corner of rolltop desk\
They called accountant at end of delivery told me my bill was $1128. told accountant that I was quoted $640
Paid $900. 00 and said I am finished with Coackley, they said I need to call Manager and talk with him .
Called [redacted] he told me I signed off on Insurance and that my bill would be sent to collections for non paymentDesired Settlement: wish to part company with Coackley Brothers, and feel that $900 payment on $640 quote would more than suffice with all damage.
waiting for email stating paid in full
have quotes from antique dealer on reparing desk, dresser and night stand, lamp
and pictures on al,l including damaged boxes,
Business
Response:
Coakley Brothers has been moving Milwaukee area families since 1888. During that time we have earned a reputation as one of the areas most reliable, dependable and honest movers. When a customer's expectations are not met we identify the cause of the issue and remedy it fairly. We value our reputation as a quality service provider.
Review: We hired Coakley Brothers/ Allied moving to move our household items on July 31 to be moved to our new home in [redacted] on Aug 6/7. [redacted], the salesperson gave us a bid of approximately $7200, which covered loss and mysterious disappearance and would eliminate any deductible should the movers lose or damage our items.
When it came time to move our things, the movers were 4 hours late in arrival. They did not cover our floors, pad our stairway or protect our home against dirt or damage as was promised in the agreement. [redacted], the driver had hired a new crew who was quite inexperienced. During the move at our former home, they damaged my husband’s Amish dresser, damaged our walls and left our home filthy. They also failed to label at least 25 boxes, leaving them unattended at the end of our driveway for hours. We gave them water, soda, and juice and still they left our home in a terrible state which required us to spend several hours cleaning it again before the new owners moved in.
The movers also charged us several thousand dollars more than the quoted amount, saying that the weight was higher-- this shocked us no end as we brought LESS than was originally listed by [redacted] on his IPad when he came to our home in June and inventoried our items. They told us that if we did not pay immediately that we would not receive our things. This sounds like extortion to me.
When they arrived at our new home, they proceeded to rapidly unload our items. They did not put our Sleep Number bed together properly as was promised to me by [redacted] and consequently, it still does not operate properly. The movers also stripped the screws on our Amish bed frame and never offered to repair.
I attempted to quickly unload boxes as the movers were unloading our things on August 7, but was told that they could not take our empty boxes with them, nor could they wait around for me to unload the boxes. [redacted], the driver had me sign off on the sheet he provided because he said he was in a hurry to get to [redacted] for another job. I asked him about all of the boxes that had no labels and he said that I had 90 days to file a claim if anything was missing or damaged.
As we unpacked the remainder of our things over the following couple of weeks, I realized that approximately $3000 worth of items were missing and I immediately filed a claim with Allied. They said they would put a trace on our items. I figured they were being sincere about trying to find our things. It took 6 weeks to finish the “trace” on our things. Today I received a letter stating that they are not responsible for losing our things because I signed off on the paperwork that the driver made me sign before he left on August 7. They said that because I signed the paper that it meant that we did not lose anything. We are left to wonder why they bothered to have a trace on our things if they did not believe the items were lost. Some of these things were priceless, such as two gold coin collections, and a set of family DVDs that I had just made from old VHS tapes before we moved. They also lost several small appliances of ours.
I believe that Allied moving is irresponsible and I believe that they are lying about looking for our things. I feel that we were robbed by this company and they overcharged us because customers are vulnerable when moving and Allied can easily take advantage of their vulnerability.Desired Settlement: They did not follow through on their agreement with us. I want the extra charges refunded and I want to be reimbursed for our lost items.
Business
Response:
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs. [redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Business
Response:
The driver is certain and documentation verifies that all items loaded on the truck at origin delivered to destination.
Review: Coakley moved us from our previous home to our new home on 5/16/2015. While moving a couch out of the basement, they damaged the wall around the basement stairs. The crew leader apologized and said Coakley would make arrangements with us to fix the damage.
At the end of the move, I asked what I needed to do about getting the damage fixed. The crew leader told me "nothing". He said Coakley would call to make arrangements to fix the damage.
The following Monday (5-18-2015), my wife had to speak with Coakley to process the credit card payment. She again inquired about what we needed to do to get the damage fixed. Coakley said someone would call us back to discuss that. My wife said she was not comfortable paying until the issue was resolved. We were told that the credit card payment would not be processed until someone was able to speak to us about making arrangements to fix the damage. The credit card payment WAS processed, and we never received a call about fixing the damage.
Since that date, my wife has called to follow-up, but we have never received any meaningful response from anyone who knows the particulars of what happened.
In response to a recent call that my wife placed, we received a message that the "30-day period to file claims had expired". Although they obviously had numerous chances to inform us that we needed to file a claim, but no one did. Obviously in an attempt to let the 30 day period expire.
I should also note that the Terms and Conditions are listed on the back of the carbon-copied Service Order. The Service order we received is not intact. Part of Section 4 - which deals with Claims - was torn off the sheet before being handed to us. So it is not possible for me to read the Claims section in full.
These business practices are not acceptable for a well-known company like Coakley.Desired Settlement: Fix the damage or offer a payment so we can pay someone else to fix it.
Business
Response:
My regrets for any frustration Mr. and Mrs. [redacted] have experienced in resolving their claim. The wall damage was not documented on the paperwork nor was it communicated by the crew to dispatch. Our claims person was unaware a problem even existed until Mrs. [redacted] contacted him directly months after the move date date of 5/16/2015. He believed this was the first attempt to file a claim and it was denied because of the length of time that had transpired. Coakley Brothers' policies regarding claims and other important details are clearly outlined on the "Local Move Guidelines" handout given to every customer. I spoke with Mr. [redacted] the last week of August for the first time. We discussed the details of the claim and his perception that somebody was aware of it and working to resolve it. I agreed that given the circumstances and miscommunication on our part that Coakley Brothers would be responsible for repairs. I told Mr. [redacted] to expect a call from our claims person the following week. Messages were left on both Mr. and Mrs. [redacted]'s phones on 9/2/2015 at 9:22 AM requesting an inspection time. We have yet to hear back from either of them, but will continue to try and resolve the claim to their satisfaction. [redacted]
Review: I utilized Coakley Brothers for my residential move this June. An estimate of the time needed and cost was given over the phone, and was estimated at approximately $400. The day of the move, 2 men arrived and were very personable. One of the movers was very hardworking, independently deconstructing my furniture, placing smaller items into large moving baskets, moving furniture independently, etc. The other mover would carry individual small items down to the truck, taking about 20 minutes per item (these were items I could have comfortably carried myself, and ultimately started doing this as I was becoming frustrated). In total, the move took approximately 2.5 hours longer than was estimated, and cost over $200 more. I believe this is due to the one mover who was really helping much less than his partner. When I contacted Coakley Brothers regarding this issue, I was told that the one mover was "one of their best", so anyone else would "look bad in comparison to him". They didn't look into the issue any further, or offer any sort of compensation for the extra time used by the slower mover.
I ultimately paid the bill as put forth, because I didn't feel like I was getting anywhere within the company, but I wanted to reach out to the Revdex.com to possibly help resolve this issue or prevent it from occurring for someone else.Desired Settlement: If possible, a billing adjustment would be the best outcome. However, even advocating on the consumer's (my) behalf to bring this issue to their attention again would be appreciated.
Business
Response:
I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
Consumer
Response:
I accept the message from Coakley brothers. How do I go about receiving the refund? Thank you so much for your help!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
The driver is certain and documentation verifies that all items loaded on the truck at origin delivered to destination.
I accept the message from Coakley brothers....
How do I go about receiving the refund? Thank you so much for your help!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs....
[redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Revdex.com:How can the driver be certain when more than 20 boxes were not marked, and when he pushed us to sign off on the delivery because he was running late for [redacted]? I think he is taking advantage of us because my,husband is disabled and we have very little money and he knows that it is stressful for my husband to fight this. The fact is,my story hasn't changed. We have at least 2 missing boxes. I want them to reimburse us.
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Coakley Brothers did a FANTASTIC job with my move. The salesperson (Ken [redacted]) did a very good estimate, the schedulers followed-up to confirm the date/time of the move. But best of all were the 3 gentlemen who did the moving - they were timely, speedy, courteous at all times, and careful. Not a single thing was broken - every single fragile item, including the good china, was in pristine condition! I would like to thank all involved, especially the three gentlemen who did the physical labor (Joey, I think, was the name of the lead man?) Thank you so much for such a seamless move!
Review: I called Coackley, asked for quote. was told that I would be assisted on day specified. Had no response, called back again to confirm,
was misdirected and had to reschedule with [redacted] since there was a computer error and she was gone on vacation.
[redacted] sent agent out for quote. received $640.00 quote. Agent came out and viewed all antique furniture. When delivery people arrived. They stated that they were not informed of antique furniture, and did not have proper padding and a smaller truck than required. Since I only had that day to move, I had them proceed. They showed me a insurance form to sign off on which I did, they said I didnt need insurance nor did they explain policy,pricing etc.
1. dismantalled bed, backboard and front board and broke pedestal holding frame
2. Took 1 hour trying to dismantle 3 piece, antique roll top desk. The did not have proper tools and used mine and finally removed 6 screws, only to realize they were the wrong screws. They found 2 screws on top which dismantled the desk.
3. stacked all boxes 3 tall and at destination all boxes were completely demolished, with damaged property inside.
4. damaged antique dresser trim
5. Broke antique retro lamp
6. damaged wood on front face of bedroom set, large gauge on facing
7. reassembled bed to lowest position, to floor, allowing me now to fall into bed and have a hard time to get out of bed
8 .asked me to help on all deliveries holding doors and long walks to storage units knowing I had a heart attack 2 weeks prior.
9. when desk was reassembled, screws were installed wrong, and desk operation would not function and all you can hear is scratching of screws when operating , digging into wood. desk does not fuction properly now
10. broke apart right lower corner of rolltop desk\
They called accountant at end of delivery told me my bill was $1128. told accountant that I was quoted $640
Paid $900. 00 and said I am finished with Coackley, they said I need to call Manager and talk with him .
Called [redacted] he told me I signed off on Insurance and that my bill would be sent to collections for non paymentDesired Settlement: wish to part company with Coackley Brothers, and feel that $900 payment on $640 quote would more than suffice with all damage.
waiting for email stating paid in full
have quotes from antique dealer on reparing desk, dresser and night stand, lamp
and pictures on al,l including damaged boxes,
Business
Response:
Coakley Brothers has been moving Milwaukee area families since 1888. During that time we have earned a reputation as one of the areas most reliable, dependable and honest movers. When a customer's expectations are not met we identify the cause of the issue and remedy it fairly. We value our reputation as a quality service provider.
Review: We hired Coakley Brothers/ Allied moving to move our household items on July 31 to be moved to our new home in [redacted] on Aug 6/7. [redacted], the salesperson gave us a bid of approximately $7200, which covered loss and mysterious disappearance and would eliminate any deductible should the movers lose or damage our items.
When it came time to move our things, the movers were 4 hours late in arrival. They did not cover our floors, pad our stairway or protect our home against dirt or damage as was promised in the agreement. [redacted], the driver had hired a new crew who was quite inexperienced. During the move at our former home, they damaged my husband’s Amish dresser, damaged our walls and left our home filthy. They also failed to label at least 25 boxes, leaving them unattended at the end of our driveway for hours. We gave them water, soda, and juice and still they left our home in a terrible state which required us to spend several hours cleaning it again before the new owners moved in.
The movers also charged us several thousand dollars more than the quoted amount, saying that the weight was higher-- this shocked us no end as we brought LESS than was originally listed by [redacted] on his IPad when he came to our home in June and inventoried our items. They told us that if we did not pay immediately that we would not receive our things. This sounds like extortion to me.
When they arrived at our new home, they proceeded to rapidly unload our items. They did not put our Sleep Number bed together properly as was promised to me by [redacted] and consequently, it still does not operate properly. The movers also stripped the screws on our Amish bed frame and never offered to repair.
I attempted to quickly unload boxes as the movers were unloading our things on August 7, but was told that they could not take our empty boxes with them, nor could they wait around for me to unload the boxes. [redacted], the driver had me sign off on the sheet he provided because he said he was in a hurry to get to [redacted] for another job. I asked him about all of the boxes that had no labels and he said that I had 90 days to file a claim if anything was missing or damaged.
As we unpacked the remainder of our things over the following couple of weeks, I realized that approximately $3000 worth of items were missing and I immediately filed a claim with Allied. They said they would put a trace on our items. I figured they were being sincere about trying to find our things. It took 6 weeks to finish the “trace” on our things. Today I received a letter stating that they are not responsible for losing our things because I signed off on the paperwork that the driver made me sign before he left on August 7. They said that because I signed the paper that it meant that we did not lose anything. We are left to wonder why they bothered to have a trace on our things if they did not believe the items were lost. Some of these things were priceless, such as two gold coin collections, and a set of family DVDs that I had just made from old VHS tapes before we moved. They also lost several small appliances of ours.
I believe that Allied moving is irresponsible and I believe that they are lying about looking for our things. I feel that we were robbed by this company and they overcharged us because customers are vulnerable when moving and Allied can easily take advantage of their vulnerability.Desired Settlement: They did not follow through on their agreement with us. I want the extra charges refunded and I want to be reimbursed for our lost items.
Business
Response:
I am sorry that Mrs. [redacted] was not satisfied with the service she received on her move to **. We keep a detailed journal for each relocation documenting all communication between the customer and all service providers. That log provides the following facts in response to Mrs. [redacted]’s concerns.The driver assigned to Mrs. [redacted]’s move is a [redacted], an accreditation reserved for only the top 10% of the fleet. This designation is earned by extraordinary scores on post move customer surveys, claims frequency/severity, safety and other measures of quality spanning years of service. The survey performed by [redacted], detailed all items Mrs. [redacted] told him she would be moving. The total survey piece count was 142 items. All items are inventoried as they are placed on the truck. The total number of pieces actually shipped was [redacted], explaining the weight and cost differential. The driver reweighed the shipmentat destination to confirm the weight was accurate. The only packing performed by the driver was the TVs, mattress/box spring and 2-mirrors. Mrs. [redacted] packed the balance of her household herself. We have no knowledge of carton contents. All customers are instructed not to ship high value items and important personal papers. A trace was performed with negative results, despite Mrs. [redacted] signing that everything had delivered. The shipment was loaded directly onto the truck and never transferred to another vehicle or placed into storage making a delivery error highly unlikely. Mrs. [redacted] indicated she was still unpacking and I am hopeful that she will find her missing items. The furniture repairs and bed adjustments were completed on October 7th. Claims records also indicate that the new owner of her former residence was contacted regarding the alleged property damage 2 business days after Mrs. [redacted]’sclaim was received. The home owner said he was unaware of any property damage and there was no need to send an adjuster for an inspection. If Mrs. [redacted] feels her claim resolution is unreasonable she may pursue legal arbitration by contacting the American Moving and Storage Association (AMSA). Requests can be mailed to AMSA Attention: Dispute Settlement Program, [redacted] or faxed to ###-###-####. I regret any frustration experienced by Mrs. [redacted] and look forward to providing better service in the future.
Business
Response:
The driver is certain and documentation verifies that all items loaded on the truck at origin delivered to destination.
Consumer
Response:
Review: Coakley moved us from our previous home to our new home on 5/16/2015. While moving a couch out of the basement, they damaged the wall around the basement stairs. The crew leader apologized and said Coakley would make arrangements with us to fix the damage.
At the end of the move, I asked what I needed to do about getting the damage fixed. The crew leader told me "nothing". He said Coakley would call to make arrangements to fix the damage.
The following Monday (5-18-2015), my wife had to speak with Coakley to process the credit card payment. She again inquired about what we needed to do to get the damage fixed. Coakley said someone would call us back to discuss that. My wife said she was not comfortable paying until the issue was resolved. We were told that the credit card payment would not be processed until someone was able to speak to us about making arrangements to fix the damage. The credit card payment WAS processed, and we never received a call about fixing the damage.
Since that date, my wife has called to follow-up, but we have never received any meaningful response from anyone who knows the particulars of what happened.
In response to a recent call that my wife placed, we received a message that the "30-day period to file claims had expired". Although they obviously had numerous chances to inform us that we needed to file a claim, but no one did. Obviously in an attempt to let the 30 day period expire.
I should also note that the Terms and Conditions are listed on the back of the carbon-copied Service Order. The Service order we received is not intact. Part of Section 4 - which deals with Claims - was torn off the sheet before being handed to us. So it is not possible for me to read the Claims section in full.
These business practices are not acceptable for a well-known company like Coakley.Desired Settlement: Fix the damage or offer a payment so we can pay someone else to fix it.
Business
Response:
My regrets for any frustration Mr. and Mrs. [redacted] have experienced in resolving their claim. The wall damage was not documented on the paperwork nor was it communicated by the crew to dispatch. Our claims person was unaware a problem even existed until Mrs. [redacted] contacted him directly months after the move date date of 5/16/2015. He believed this was the first attempt to file a claim and it was denied because of the length of time that had transpired. Coakley Brothers' policies regarding claims and other important details are clearly outlined on the "Local Move Guidelines" handout given to every customer. I spoke with Mr. [redacted] the last week of August for the first time. We discussed the details of the claim and his perception that somebody was aware of it and working to resolve it. I agreed that given the circumstances and miscommunication on our part that Coakley Brothers would be responsible for repairs. I told Mr. [redacted] to expect a call from our claims person the following week. Messages were left on both Mr. and Mrs. [redacted]'s phones on 9/2/2015 at 9:22 AM requesting an inspection time. We have yet to hear back from either of them, but will continue to try and resolve the claim to their satisfaction. [redacted]
Review: I utilized Coakley Brothers for my residential move this June. An estimate of the time needed and cost was given over the phone, and was estimated at approximately $400. The day of the move, 2 men arrived and were very personable. One of the movers was very hardworking, independently deconstructing my furniture, placing smaller items into large moving baskets, moving furniture independently, etc. The other mover would carry individual small items down to the truck, taking about 20 minutes per item (these were items I could have comfortably carried myself, and ultimately started doing this as I was becoming frustrated). In total, the move took approximately 2.5 hours longer than was estimated, and cost over $200 more. I believe this is due to the one mover who was really helping much less than his partner. When I contacted Coakley Brothers regarding this issue, I was told that the one mover was "one of their best", so anyone else would "look bad in comparison to him". They didn't look into the issue any further, or offer any sort of compensation for the extra time used by the slower mover.
I ultimately paid the bill as put forth, because I didn't feel like I was getting anywhere within the company, but I wanted to reach out to the Revdex.com to possibly help resolve this issue or prevent it from occurring for someone else.Desired Settlement: If possible, a billing adjustment would be the best outcome. However, even advocating on the consumer's (my) behalf to bring this issue to their attention again would be appreciated.
Business
Response:
I regret that [redacted] was not satisfied with the service she received. Our records indicate that she was charged for 4.5 hours which is reasonable given the scope of her move. As a goodwill measure I would be happy to offer [redacted] a refund of $50.
Consumer
Response:
I accept the message from Coakley brothers. How do I go about receiving the refund? Thank you so much for your help!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,