Compass Security Services, Inc.

Revdex.com:
I have reviewed the response 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 reject the response for several reasonsFirst, I disagree that the damage to the TV qualifies as damage to the "internal circuitry," which Allied/Atlas disclaims in their Rules of the RoadThe screen is damagedThe glass isn't broken, but the screen is displaying a bunch of unnatural lines and colorsThat should qualify as external damageIn fact, when I spoke to two TV repair companies by phone, they explained the fix for this problem was to replace the screen. I apologize that my initial claim form was sloppily worded in the description of damageHowever, had someone from Allied spoken to me or come to view the TV, rather than summarily denying the claim, this could have been explainedSecond, the notion that Allied is absolved of responsibility because they believe the damage was due to some unknown "internal mechanical failure" is completely unfair to the consumerAllied seems to be taking the position that they picked up a TV in perfect condition and it was just sheer bad luck that some internal component of the TV happened to break during the three or four days they were in possession of the shipmentThis is nonsenseLook, no one knows what happened to the TV, but the simple fact that it was damaged while in your care is the evidence that something negligent happened - either it wasn't packed properly or it wasn't loaded properly or it was mishandled taking it to or from the truck or houseAgain, any reasonable consumer would expect that if their TV was damaged like this during a move, it would simply be paid forYou guys are putting consumers in a completely untenable position by collecting extra money for full coverage while simultaneously disclaiming the very damage that is most likely to occurI don't know how to move a big-screen LED TVThat's why I hired Allied, because I trust your expertise in knowing how to handle such itemsAt the same time, I understand that sometimes things happen, and it's possible that a high-value item like that could be damaged in the moveThat's why I paid for full coverage on the shipmentIt is basic common sense that full coverage means full coverageI reject the idea that Allied can point to a few words in miniscule font on the Bill of Lading, or one of the dozen disclaimers in the Rules of the Road form, and then throw their hands up and say, tough luck, consumer, you should have read the super-fine print while planning your stressful, complicated move to a different stateIt's not fair and it's not rightI also note that both of those documents are signed separately from the election of full coverage, meaning it's not clear to the consumer that either are meant to override the full coverage
Regards,
*** ***

Revdex.com:
I have reviewed the response 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
Regards,
*** ***

Atlas Transfer & Storage Co. [redacted] Phone: [redacted] Fax: [redacted]     May 9, 2016   Revdex.com of San Diego Attn:  [redacted]   RE: Allied Van Lines (REG#[redacted]) Complaint ID# -...

[redacted]   Dear Ms. [redacted],   Your patience throughout our review of the submitted complaint is and has been appreciated.   We have completely reviewed the complaint and also have reviewed the submitted claim form.  According to our shipping documents, and review, we do not show where Atlas Transfer & Storage or Allied Van Lines has misguided the consumer regarding the elected valuation coverage.  There was claimed damage sustained to the Television involved in the shipment and claim form was filed. However, we have verified that we have settled the consumer’s claim accordingly based upon the rules and regulations set forth within our tariff.  The claim form along with copies of the settlement has been attached for your review   We also have contacted our moving crew and have verified with them that no such external damage was sustained to the Television during the course of transport.  All goods that were tendered to us by the homeowner were delivered to the destination residence and signed for in the same condition as originally tendered.  The paperwork attached confirms this as well.    We again apologize for not being able to accommodate the customer’s claim.  We do our best to accommodate all requests by consumer’s; however, we could not do so due to the damage having been something that was caused due to internal mechanical failure.  The customer signed, acknowledged, and returned our “Rules of the Road” document that outlines our and the carrier’s position regarding electronic items.  This same information is also listed on the back side of the Bill of Lading, which also was signed, acknowledged, and returned to us as the carrier by the consumer.       We regret that the consumer has filed a complaint and are extremely apologetic for the unfortunate event that has occurred during their relocation with Allied Van Lines.  This claim was and has been addressed fairly and handled by Allied Van Lines, in Fort Wayne, IN.  All future correspondence should be forwarded and directed to them via email at [redacted].   If we or I can be of further assistance, please contact us via the information outlined below at your convenience.        Sincerely,     [redacted] Atlas Transfer & Storage Claims Manager T: [redacted] F: [redacted] C: [redacted] E: [redacted]                     [redacted], [redacted] Website:  www.AtlasAllied.com       Agent for Allied Van Lines

We have completely reviewed the complaint and also have reviewed the submitted claim form. Again, according to our shipping documents, and review, we do not show where Atlas Transfer & Storage or Allied Van Lines has misguided the consumer regarding the elected valuation coverage. There was claimed damage sustained to the Television involved in the shipment and claim form was filed. However, we have verified that we have settled the consumer’s claim accordingly based upon the rules and regulations set forth within our tariff. The claim form along with copies of the settlement have been attached again for your reviewWe again apologize for not being able to accommodate the customer’s claim. The regulation of mechanical failure is not only an Allied Van Lines regulation but its also a Department of Transportation regulation for all moving motor carriers. The damage the customer is claiming is that the screen is broken. The screen may be broken but its internally (inside the TV) and there is no evidence on the outside of the screen, or exterior casing (front, sides, back or screen itself) that warrants mishandling (scratches, dents, scrapes, gouges) by the carrier. The screen is malfunctioning due to the internal components having become jarred loose or failed. This may be a direct result of normal road vibrations, but this beyond the carrier’s control and again excluded from the coverage. The information was clearly presented to the consumer up front and clearly outlines that we as the carrier do not accept liability for internal mechanical failure. The consumer knowingly initialed and signed the documents acknowledging the information was presented. As stated prior we do our best to accommodate all requests by consumers; however, we could not do so due to the damage having been something that was caused beyond our control due to internal mechanical failure. The customer signed, acknowledged, and returned our “Rules of the Road” document that outlines our and the carrier’s position regarding electronic items. This same information is again on the back side of the Bill of Lading, which also was signed, acknowledged, and returned to us as the carrier by the consumer. We regret that the consumer has filed a complaint and are extremely apologetic for the unfortunate event that has occurred during their relocation with Allied Van Lines. This claim was and has been addressed fairly and handled by Allied Van Lines, in Fort Wayne, IN. All future correspondence should be forwarded and directed to them via email at [redacted].If we or I can be of further assistance, please contact us via the information outlined below at your convenience. Sincerely,[redacted]Atlas Transfer & StorageClaims ManagerT: [redacted]F: [redacted]C: [redacted]E: [redacted]Website: www.AtlasAllied.comAgent for Allied Van Lines C: [redacted]E: [redacted]Website: www.AtlasAllied.comAgent for Allied Van Lines

Revdex.com:
I have reviewed the response 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'm not sure if there is anything else I can say to rebut the business' response. We are both essentially repeating ourselves at this point. They think the damage is purely internal. I disagree. They think they adequately explained that damage to the TV screen wouldn't be covered by the full protection plan. I completely disagree. They gave me several fliers explaining the full protection plan with no disclaimers or limitations on the coverage, and those documents had pictures of TVs. The "Rules of the Road" document was docu-signed on my phone and is completely separate from the election of coverage. It's confusing and misleading to say that document clearly informs the customer of the entire situation. For this to be resolved to my satisfaction, I want the claim paid in full ($2800). This is the fifth or sixth time they've refused to do so. So I'm not sure what the next step is, but that is my point of view.
Regards,
[redacted]