College Application Education Project

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.I am satisfied with their response regarding the insurance claim I was contact by an insurance agent and told that our claim is being processed However, [redacted] also promised payment for a dry cleaning bill, but has not made that payment I will forward you the emails I received from him Regards, [redacted]

The following are my specific responses to the concerns raised by Mr [redacted] in his Revdex.com complaint letter dated July 5, 2015: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 informationThere may be changes to plans and other factors outside of Premier's control that affect prearranged plansPremier 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 incurredPremier 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 belongingsPlease 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 itemsPremier 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 tirePremier regrets any damage possibly caused during the move The customer gesture provided is in response to the customer's inconvcnienceAs 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 damageThe 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] locationThere was no intentional delay of the customer's deliveryPremier is not aware of the use of any injured crew member on the customer's jobPremier, as is an acceptable practice in the industry, uses carbon paper to provide a copy of documents to the customer at the customer's residenceFull copies of documents are provided with this responseThe customer elected not to pay for full value protection and chose release valuation which is provided a not additional cost to the customerThe release valuation coverage is $0.60/pound as explained by the move coordinator to the customerThe company apologizes for the impact of the move coordinator leaving employment with PremierPlease 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 pagesAdditional Services Performed at OriginAdditional Services Performed at DestinationItemized Customer Survey/Inventory with Customer's Signature totaling pages

Ms [redacted] has a valid complaint as we did fail to handle her claim in a timely mannerToday I have confirmed that [redacted] Claim Service has the documentation and will proceed to process her claimHer 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 documentationThey will order an inspection of the damaged items by an independent third party inspection serviceBased 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***I would anticipate the inspection to be completed within the next weeksA determination will be made the following week I greatly apologize for this situationI promise to work diligently to get this resolved immediately Regards, [redacted]

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 This action does not resolve my complaint for several reasonsFirst, we were told on several occasions that the mattresses and table would be paid forThis wasn't a single conversation where one could misinterpret what someone said, it was an ongoing dialogue for several weeksI was told by [redacted] the day we scheduled delivery of the recovered mattresses and table that we would still be reimbursed for the itemsSecond the table arrived broken into piecesThird, the property damage claim has not been settledWe still have a hole in our ceiling awaiting repairWas told not to move forward with repairs until the claim was settledHave not heard back since the Revdex.com complaint was submittedFinally, we have not received the settlement paperwork on the remaining boxes that are still missing Regards, [redacted] ***

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 In response to the letter from John Phillips of Premier Storage let me offer the following: I can assure you that at no time did I ever want and expect Premier storage to donate my items at their cost I had every intention of moving any items I no longer needed and donating them to [redacted] I mentioned that to [redacted] when I spoke to her on the phone a week before I decided to move my items She stated over the phone and in person when I arrived that she would “donate the items to local women shelters in the area that she was familiar with She further quoted "Anything you do not want I know needy women organizations that would love to get this stuff.” She volunteered to get rid of it as the items were in very good condition Most was new and had never been used I would have never asked her had she not offered to do so Once I got there she repeated it and I thanked her She said ***the worker on the loading dock would take care of it When [redacted] expressed an interest in a few items, I said fill free to take anything I have donated for yourself before, sending to the organization Then we helped him put the stuff back into the crates She offered for me to put any paperwork I had into the large dumpster I said no thank you as I wanted the papers shredded and loaded them to take with me Regarding me calling when I was five minutes from the warehouse, let me inform you that I was on my way to [redacted] I called her a week in advance in which my phone records will show, letting her know I was going to be coming I even spoke to her the Friday before informing her I would be there that Tuesday Monday was a holiday and I did not believe they would be open She asked me again to make sure I called her from the road as we discussed how late they could stay open She let me know the time they would be closing and said I needed to get there before then She had no workers available for overtime The morning of my arrival I called them several times leaving messages starting around 8:am to obtain the exact address in [redacted] they were located We left extremely early in the morning (2:am) trying to arrive and have ample time to load items before closing I was unable to reach them until after 9: Once I did speak to her she apologized as she was in a meeting and just got back to her desk I told her we were on our way and she again apologized that she forgot that I was coming I asked her for the address and that is when she first informed me that they had just moved to [redacted] that Friday I was baffled but luckily we were five minutes away We were about to go past the exit heading to [redacted] When I stored my items in August of not as MrPhillips claimed, it was with [redacted] Storage and not Premier I was still under the impression they were still in [redacted] In no phone conversation did she ever mention they were moving or that my storage had been moved As I stated in my first letter my storage was pre-packaged It was not originally in the crates that were presented to me during pickup [redacted] informed me that everything was placed in one room in a smaller space due to the move The numbers on the crates were not organized and was difficult to locate She stated over the phone that I had quite a bit of stuff The equivalent of three bedrooms of furniture My items were never packed in those wooden crates When we arrived she stated she was only able to locate two of my crates and needed to locate the others I asked if I could look through the ones she already found while they located the others She stated they had to be taken down and would be brought to the loading dock once I returned She stated “she believed there were four crates and would look while we went to take care of business She asked us to go to breakfast The last guy who was in charge, no longer worked there She was looking at the paperwork and the numbers on the crates were not corresponding with the locations Once we returned there was only one crate on the dock and the crane worker, [redacted] brought out one additional We went through those two crates but there was a lot of things still missing She said some of the furniture could have been on their sofa rack but she was unable to check at that time There were quite a few items missing As I stated the original company that picked up and loaded my three bedroom townhouse was [redacted] storage My items were packaged within a long truck that resembled a semi-truck that opened from the middle and not the back Those two crates could not hold items from three bedrooms, plus kitchen, living room, three bathrooms, and laundry room The gentleman from [redacted] called it a pod and quoted me a price of $to have my pod delivered to me anytime I decided to come back to [redacted] ***, as they made trips back and forth continuously That was the reason I chose [redacted] and kept my items there so long I never signed any contracts with Premiere Storage, nor did they ever send me any information about new fees regarding having storage delivered or picked up I was only informed about the higher monthly fee which I did indeed pay Regarding these additional costs they are now trying to charge me, let me assure you I had one long trailer pod with all my items stored inside My friends and I helped him put the items on the truck pod Technically if you are trying to charge me spurious fees we need to be clear that I originally had my items packed in one trailer size pod For one trailer size pod and two hours of dock time (– 1) that would be $minus the $tip the dock worker was given that would be $ My father gave the dock worker the tip as he was nice enough to take the items away [redacted] offered to get the items to the women’s shelter but we did not want [redacted] to feel like he was saddled with extra work Though he said he did not mind, we did not want anyone to feel slighted My items were in storage since August as I stated earlier with [redacted] storage I did not need to tell them of any future plans as it was a storage facility and I was not required to at that time No one ever asked me for an exit date If that was the case they should have notified me and requested an exit date when they took over the company from [redacted] Storage Half of my items were lost in which I sent [redacted] an itemized list of the things that were gravely important to me Some had sentimental value as they belonged to my grandmother and cannot be replaced She never got back to me on the items that might have been placed on the “rack” In his response email MrPhillips admitted to owing me $in which he stated he was mailing out a check to me on August 20th, Today is August 26th, and I have not received any check to date If I receive my $refund in full, I will consider the matter resolved However, if they wish to drag this on and not allow me to move forward, I wish to be compensated for all of my lost items Losing my grandmothers items is devastating to me but I was trying to move on [redacted] has inconvenienced me and given me enough dissembling apologies If Premier Storage wishes to add salt to the wound by charging me additional fees then I will be forced to follow suit I have been honest, fair and more than patient in my dealings with them However if this must continue then I will be forced to take further actions I have never dealt with MrJohn SPhillips at any time during all of my dealings with Premiere Storage However I am glad as the President of the company he has taken an interest and wish to resolve this I would like to think the company has integrity and deals with their customers with a Spirit of Excellence Especially in a time where people are losing the gift of morality, principles and standards I hope we can end this and come to a fair resolution for all Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Did receive the check two days ago Regards, [redacted] ***

I do acknowledge the business's appropriate and appreciated customer goodwill refund amount of $made to customer's credit cardHowever, refunded out of pocket costs are only part of the requested complaint resolutionI have reviewed the response for this complaint made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not fully resolve my complaint There are numerous issues raised in the complaint and customer's request for administrative paperwork that are part of the transaction have not been made , or were not accurately/correctly uploaded as part of the business's message responseWhen I read the message sent to me, I perceive there is more information, but it is not readable, (i.e., the response seems to be more extensive, but for technological reasons, the customer cannot read or receive the bulk of the business's response, or the message appears to be incomplete or its contents truncatedI wanted the paperwork as a record of the full transaction documentationOf importance, is the staff's list of damaged property that was made part of the contract record at move-inI also requested legible/readable copies of transaction paperworkUntil such time as I receive the requested administrative paperwork, and explanation from the Revdex.com, regarding the business's message that seems to be truncated, I consider the complaint not fully resolved While the Owner has made significant resolution efforts, it is not accurate to state that the complaint is fully resolved to customer's satisfaction To be fully and adequately satisfied, the customer asks for:receipt from Revdex.com of the business's full response to the customers written July complaint receipt of fully legible contract documents with legible customer signatures (a photocopy of the original will suffice)receipt of list of four items damaged during the moveThis was signed by the staff foreman and the customer and made part of the final move in contract paperworkThis list includes: aplatform bedframe support bar (wooden)This was documented by staff on site as damaged at unloading/set up at move in site.bthe base of a lawyer-style bookcase (with glass swing up shelving)Two of four legs were severely damaged by rough handling/lack of appropriate secure, and was acknowledged as business's responsibility above and beyond contracted limitations.cThe "Shark" floor cleaning applianceIt was dropped from the truck onto the ground by rough handling of staffThe rotating head was irreparably broken offda metallic shoe tree was damaged by lack of appropriate secure inside the truck on transport Regards, [redacted]

I sincerely apologize for the customers issues and also for being slow to respondI will be glad to work with the customer to review in detail each of the complaint issues and provide a resolutionPart 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 moveI would like to request a conference call with the customer and me so that we can work together on an immediate resolutionI can be available anytime between 9:am and 7:pm dailyAgain, I apologize for the issues experienced during this move Regards, John SPhillips, President, Premier Transfer and Storage, Inc

I have produced a check for [redacted] in the amount of Ckeck #today and will be mailing it outThank you[redacted] ***Controller

: 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 Representative of Premier is recorded saying that delivery was scheduled for SaturdayPremier was given spouses information to include phone for initial Friday deliveryThere was no knock on door as driver said on FridaySpouse never left home until I arrived home around pm on FridayFor driver to get confrontational with my spouse on Monday further shows a lack of professionalism from PremierI am very tired of hearing lies on top of lies and still stand by my initial request of hearing from Mayflower regional officeMy spouse had to take another day off from work to ensure someone was here Regards, [redacted]

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] ** ***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 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 SPhillips, President

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 meThe 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 providedI now consider the matter closed and resolved Regards, [redacted]