College Application Education Project, Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

On 11/18/our driver went to the customer's home to make the delivery and the customer was not home. As required by our company, the driver knocked on the door, made several phone calls to reach the customer, left messages and waited at the home for minutes. When
the customer was not located the driver left the home. The customer tells us they were home all day. I do not know why the driver and the customer missed each other. I apologize for this misunderstanding. On Monday morning, 11/21/2016, our customer service representative contacted the customer and rescheduled the delivery. The delivery was completed to the customer on 11/21/2016.I apologize that there was miscommunication between the company and the customer. The items were delivered immediately on the next business day following the original scheduled delivery date. All items have now been delivered.Sincerely,*** ** ***

When the customer received delivery several items were identified to have not been delivered out of storage. An exhaustive search was done and the items were located and provided to the customer. After researching the customer's complaint, I too agree with the findings from ***
that her claim for missing items must be denied because the items were found and returned to her. I am unable to locate any documentation that she was instructed to proceed with purchasing replacement items. I recognize that there is a difference of opinion on this complaint that I am unable to reconcile. Regards, John SPhillips, President

Please find attached copies of the check and letter mailed to Mr*** at the end of the day on April 20, He should have them in hand within the next business days

I apologize that I did not see your response when it was posted on March 18thI accept Premier Transfer's response. However, I do want to report to you that *** has not contacted me and according to your response, you said that *** would contact me on MondayIt is Tuesday night and I have not heard from themwould contact me on Monday Do you know why?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They rejected our claim for the missing boxes without returning any of them, or indicating why they were rejecting that part of the claimOne of the items they returned with the beds (a table) was broken beyond repairThey also did not meet the spirit of our arrangement for the beds, and are avoiding responsibility based on a technicalityFurther, they have not yet settled the claim for the property damage they caused
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was told they were mailing my refund check on 9/18, but still have not received it.Regards,
*** ***

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have not received our check, promised by April 15th.*** ***

We will refund the full amount of $784.08; the check will go out Friday, September

I sincerely apologize to Mr. [redacted] that he experienced damage during our delivery process. Upon receipt of his claim we agreed to pay his claim in full without dispute. However, he is very upset that we have taken too long to distribute the funds to him. We will have the funds delivered to him by...

certified mail no later than 15 April. I am apologize for the delay in settling his claim.
Regards, John S. Phillips, President

The [redacted] claim has been processed by [redacted].  Below is all of the information including the claim number.  I called them after I received your message but received a voice mail.  I will continue to try and get an update from [redacted] today.

The following are my specific responses to the concerns raised by Mr. [redacted] in his Revdex.com complaint letter dated July 5, 2015:1. Premier sincerely apologizes for the inconvenience the customer experienced as a result of an employee leaving employment from Premier.  The customer's perception that miscommunication between the customer and Premier was intentional is without merit.  Premier makes every attempt to provide the customer with accurate information. There may be changes to plans and other factors outside of Premier's control that affect prearranged plans. Premier sincerely apologizes for changes that occurred during the customer's move.  With reference to the expenses incurred by the customer, Premier has provided the customer with a customer gesture refund to mitigate some of the costs incurred.2. Premier followed industry acceptable standards and all specific requirements in explaining the move process to the customer.  I regret that there were miscommunications regarding valuation coverage of the customer's belongings. Please note that the customer signed a Waiver of Full Valuation that clearly explains in writing the waiver of this option.  Finally, I regret that estimator was not specifically aware of the strong nature of the customer's desire for a new inspection versus providing a list of items.3. Premier maintains its equipment with regular maintenance and keeps all units fully inspected.  It is for this reason that we caught the need to change out a tire prior to performing this customer's move.  A blown tire would have resulted in even further delays for the customer.  Preventive maintenance and daily inspections prevented a blown tire accident or other serious consequences that could have been incurred had Premier not changed this tire.4. Premier regrets any damage possibly caused during the move.  The customer gesture provided is in response to the customer's inconvcnience.5. As the President of Premier, neither I, nor any of my employees to my knowledge, have been contacted by the customer's neighbor notifying Premier of any damage.6. The movers performing the customer's move were fully qualified.  The help the customer refers to came from Premier's [redacted] location - owned and operated by the same company as the Premier [redacted], [redacted] location.7. There was no intentional delay of the customer's delivery.8. Premier is not aware of the use of any injured crew member on the customer's job.9. Premier, as is an acceptable practice in the industry, uses carbon paper to provide a copy of documents to the customer at the customer's residence. Full copies of documents are provided with this response.10. The customer elected not to pay for full value protection and chose release valuation which is provided a not additional cost to the customer. The release valuation coverage is $0.60/pound as explained by the move coordinator to the customer.11. The company apologizes for the impact of the move coordinator leaving employment with Premier.12. Please find attached copies of all documents related to the move per the customers request.Sincerely,John S, PhillipsPresident Attachments:Copy of Receipt for full move charges.Copy of Receipt for customer gesture refund.Premier Transfer Bill of LadingPremier Transfer Waiver of Full Value Protection AgreementPremier Transfer Property Condition Report with Customer Notes at DestinationFull Inventory totaling 4 pagesAdditional Services Performed at OriginAdditional Services Performed at DestinationItemized Customer Survey/Inventory with Customer's Signature totaling 4 pages

The customer has been contacted directly and the claim is being handled by the insurance company.  Premier's claim management firm failed to turn the claim over to the insurance company which resulted in the delay.  I will continue to monitor the settlement of the claim with the...

insurance company and make sure the customer receives final resolution.  [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action suggesting undocumentable conversations and discussions would not resolve my written Revdex.com complaint submitted with specific particulars, which included request for receipt of contractual paperwork, damaged property list, and a demand for financial renumeration. The Business Owner has NOT responded directly back to this customer in any manner since the initial emails and messages sent to the staff after the move event, NOR has the Business Owner responded directly to the customer since the Revdex.com complaint was registered. A certified letter dated July 5, 2015 was also sent to the Business Owner, which has not been responded to (attached, without letter enclosures). Discussing what occurred in the past that is associated with this moving experience cannot be changed, or improved. Excuses need not be rehashed, discussed or aired in conversations. The matter at hand is not negotiable either: the only resolution available is to respond directly to the Revdex.com Complaint and certified letter items, and refund as a VISA credit the customer in the amount of $455, and to send them by mail, the requested paperwork listed in the complaint and attachment certified letter. In exchange for this action, the customer will then register the ongoing complaint as resolved to the customers satisfaction. In my certified letter, (attached), I also urge the Revdex.com to consider Premier's Revdex.com accreditation status, due to documented breaches of Revdex.com Standards of Accreditation (7 of 8 Standards breached in this case). 
The Owner of this business has himself used and has directed his staff to repeatedly use "lets discuss this matter" as a tactic to absolve responsibility for company actions. The Owner actually hasn't taken the initiative as a long-time business owner to "take the bull by the horns" and resolve customer's complaint to their satisfaction. Failure to do this as a routine Standard of Revdex.com accreditation practice, is futile and a waste of everyone's time.  As read below in company emails (sent with the certified letter), there was explicit intent by company representatives to complete the requested actions, but these actions went without response, breaches of promise occurred, damage occurred that was due from the incompetence of the staff used, there was overt attempt to cover up damage, intentional delays of a clearly articulated delivery date, and there has been no action since the move to rectify the situation and recompense out of pocket expenses, or to provide paperwork that will be used for tax purposes by the customer. It is evident that company staff attrition cited by the Owner may have been responsible, but covering the communication gaps and needs of customers when clearly articulated to the Business fall into a "Black Hole". Mr. Phillips as the Owner is ultimately responsible for these actions.  Hello Mr. [redacted],I apologize for the damage you have sustained. According to your binding estimate you did not purchase full valuation coverage, unfortunately, and the released valuation protection coverage will reimburse you at .60 per pound. I checked with Mr. Phillips and this is the procedure we follow based on your contractual agreement. The headboard is listed as 15 cubic feet which equates to 100 pounds and a $60 replacement fee for this damaged item. We will remit this for payment to you as soon as possible and I have copied our accountant on this email so he can put this in the system. Thank you so much. I will provide a copy of your paperwork first thing Monday morning.Take care,[redacted], the men finished at 11pm last night we signed the form work that was required including all the damaged items. I spoke to your manager about the king size bed and it will be replaced however you need to give me the proper procedure so we can get that moving please. Please send me all the forms that I signed last night asap they were not legible at all. I was not provided a copy of the damaged items list I need this also asap for insurance purposes. Thank you [redacted]Thank you, that is sufficient. I will be able to process the form via that information.Best,[redacted]
Regards,
[redacted]

Ms. [redacted] has a valid complaint as we did fail to handle her claim in a timely manner. Today I have confirmed that [redacted] Claim Service has the documentation and will proceed to process her claim. Her claim will be handled properly in accordance with the provisions of the Virginia HHG Tariff. ...

[redacted] will contact her on Monday to confirm to her they have all of the required documentation. They will order an inspection of the damaged items by an independent third party inspection service. Based upon the inspection of the items a determination will be made, in accordance with the Virginia HHG Tariff, whether to repair the damaged items or compensate Ms. [redacted]. I would anticipate the inspection to be completed within the next 2 weeks. A determination will be made the following week.
I greatly apologize for this situation. I promise to work diligently to get this resolved immediately.
Regards, [redacted]

I sincerely apologize for the customers issues and also for being slow to respond. I will be glad to work with the customer to review in detail each of the complaint issues and provide a resolution. Part of the issue which caused this problem is that the Move Coordinator working with this customer...

left our business with no notice during the customers move. I would like to request a conference call with the customer and me so that we can work together on an immediate resolution. I can be available anytime between 9:00 am and 7:00 pm daily. Again, I apologize for the issues experienced during this move.
Regards, John S. Phillips, President, Premier Transfer and Storage, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response, though not in accord with my account of events and circumstances, is nonetheless satisfactory to me. The damaged property list that I was requesting (and acknowledged by Premier staff) appears in the pdf file (page 5). All other particulars requested have been provided. I now consider the matter closed and resolved.  
Regards,
[redacted]

I have produced a check for [redacted] in the amount of 784.08 Ckeck #1089 today and will be mailing it out. Thank you.[redacted]Controller

The customer may appeal the decision to arbitration sponsored by the American Moving and Storage Association (AMSA) and administered by the National Arbitration Forum, an independent third-party not affiliated with AMSA or [redacted] Transit.  Please include the following items when requesting arbitration: Name, address, phone number and e-mail address of the person under which the shipment moved, Your name, address, phone number and e-mail address, The carrier name:  [redacted] Transit, the order number for the shipment, the pick up and delivery dates for the move, and the monetary value of the loss and damage claim.  Please send this information to:American Moving and Storage Association (AMSA)Attn:  Dispute Settlement Program[redacted]  [redacted]phone: ###-###-####fax:  ###-###-####Web Address:  [redacted] (you can print an arbitration form to help you submit your request)Follow these steps to locate the form:  Select Moving>Select Moving 101>Select After You Move>Select Arbitration-Disputed ChargesImportant points to remember about submitting a claim to arbitration:    Arbitration is offered to our customers at no charge, the entire claim must be submitted for arbitration, your letter of notification to the AMSA must be received within 90 days from the date of the original letter sent to you (September 14, 2015), You may be asked to return any settlement amounts previously issued, You may be asked by AMSA to send supporting documentation.  Do not send documentation with your initial request.  Please be aware that the decision of the arbitrator is binding.Thank you for giving me this opportunity to respond to your concerns.Regards, John S. Phillips, President

:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. Representative of Premier is recorded saying that delivery was scheduled for Saturday.2. Premier was given spouses information to include phone for initial Friday delivery.3. There was no knock on door as driver said on Friday. Spouse never left home until I arrived home around 430 pm on Friday.4. For driver to get confrontational with my spouse on Monday further shows a lack of professionalism from Premier. I am very tired of hearing lies on top of lies and still stand by my initial request of hearing from Mayflower regional office. My spouse had to take another day off from work to ensure someone was here. 
Regards,
[redacted]