Hi Bertha, I appreciate you answering my questions regarding complaint #Per our conversation, I have attached some of the documentation pertaining to this clientPlease let me know you need any further documentation from us Contents Solutions Inc was referred to a multiple unit fire loss by a construction company we work with oftenOne of the unit owners was Ms [redacted] I personally attended meetings with Ms [redacted] , her insurance company and her contractor prior to the start of our workHer insurance company requested an estimate for our work as Ms [redacted] had limited personal property coverage in her policyApproximately $40kWe submitted two estimatesOne for the contents pack-out, contents cleaning from fire and smoke damage, storage for months at our offsite facility as well as the pack-back of the contents upon completion of constructionThis estimate totaled $20, The second estimate was for the dry cleaning of all clothing, bedding and linensThis estimate totaled $24,Ms [redacted] 's insurance company approved the work but since there was limited coverage they could only issue the max policy amount of $40kWe confirmed that the insurance company issued $40k directly to Ms [redacted] We began the contents pack-out 10/24/During this process Ms [redacted] requested that we only have select items dry cleaned since the funds were limitedWe are always happy to help in any way so we sent out the clothing she bagged herself for dry cleaningMs [redacted] paid $15k upon completion of the pack-out and stated she would pay the remaining balance once everything was finishedWe continued to store her contents while the construction was taking placeWe made contact with Ms [redacted] as we approached the month storage estimate to inquire if she was ready for her personal property to be deliveredShe stated construction was going to take longer and the items could not be delivered at that timeWe then explained the amount of storage ($960) per monthI reached out again in February of regarding construction progress(See Attached February Emails) Ms [redacted] again, stated the work was going to take longerMs [redacted] also stated she felt there were many issues that were caused by our company regarding her personal propertyWe responded with what we felt was fair and in accordance with industry standards(See Attached February Emails) Upon completion of construction, Ms [redacted] contacted me to schedule her pack-back date where I then forwarded her to my A&R department for payment of the outstanding invoice(See Attached October Emails) Ms [redacted] stated she did not owe us anything and demanded her items be deliveredWe expressed our understanding for the situation but explained it is in our company policy to withhold any personal property if there are outstanding invoicesMs [redacted] had accrued additional months of storage leaving an outstanding invoice of $9,billed from 12/26/- 10/25/Ms [redacted] stated she would not pay this and still demanded her property be deliveredIn an effort to help Ms [redacted] we gave several discounts to the outstanding invoice bringing down the cost multiple times(See Attached October Emails) We came to an agreement by collecting $2k from Ms [redacted] and $2k from her contractor making it a total of $4k paid as a settlementThe grand total amount paid was $19k which is under the original estimated amount and well under the invoices accruedPrior to the start of Ms [redacted] 's pack-back we asked her to sign a Hold Harmless to release CSI of any liability regarding our involvement in her insurance claimMs [redacted] signed this document (attached) along with our pack-back release forms since she would not allow us to properly unpack the contentsThe pack-back was successful and we have not hear from Ms [redacted] since At this time Contents Solutions Inc feels we have been extremely cooperative with all things consideredWe believe the settlement of $19k is more than fair given the dollar amount in invoices for work actually performed was substantially higherCSI respectfully denies the request for a full refund Bertha, you'll find our specific responses below in red My home was damaged in a fire, I hired Content solutions to pack and store all of my possessions at which point I initialed documents that were later referred to as "a contract"This is our Work Authorization Form which is a binding contract between Contents Solutions Inc and the owner of the personal property, Ms [redacted] The "contract" had seven boxes that I initialed, these items were what was included in the "service pack out"- (boxes bubble wrap, shrink wrap, blankets, and paper)This service was completedStorage was for "the duration"This line items states the client allows CSI to store their personal property at our offsite facility for the duration of constructionIn this case, for monthsClean, sanitize, deodorize, ozone, including dry cleaning of clothes and linensMs [redacted] opted out of the cleaning process and chose a specific amount of clothes to be dry cleaned onlyAll other personal property was not cleanedThe total inventory of all itemsThis is for the inventory of items that are damaged beyond repairThis service was completedDispose of the "total loss" items upon completion of inventory with a spreadsheet of "total loss"This service was completedPack in and stage as the original locationMs [redacted] requested that we stage furniture and boxes in original areasNo boxes were openedThis service was completedThe amount for all of this was in writing as $20,An estimate in the amount of $20,was created for the approval by the insurance company who in turn paid Ms [redacted] in full to use whom ever she chose to handle the workThe estimate included pack-out, cleaning, offsite storage for months and pack-inOur contract is written with a To Be Determined or "TBD" amount since we cannot foresee how long construction will take and things constantly vary from project to projectI paid $15,at the beginning and remaining balance prior to delivery$15k was paid but the remaining balance was not paid in fullNone of these services were done as discussed or stated in their contractMs [redacted] opted out of the cleaning and paprocesses in order to save moneyAll other services were completed in accordance with company standardsI have pictures to back this upMy garage was full of boxes of items just tossed in carelessly, Nothing was cleaned, dry cleaning was not done per contract and directionThe boxes inside the garage contained items we cannot store like food, toiletries, cleaning supplies, batteries and candlesThis was all outlined to Ms [redacted] in detail several timesMs [redacted] opted out of the cleaningDry cleaning was done per Ms [redacted] 's specific requestMany things were missing and/or brokenMs [redacted] signed a PaRelease form which removes CSI from any liability for damaged or broken items since we were unable to unpack the boxesMy living room-couch (for one), but was found days laterNot sure how these things are missing when I was told (and the document says) all of my belongings would be in its own separate and climate controlled vault, later found out that was not trueClient personal property is stored in our climate controlled warehouseWe do not have climate controlled vaults nor do we have any documentation that states soAll couches are kept in a separate area of our facilityWe keep detailed warehouse manifests and were well aware of where her property was at all timesThe couch was never lost but simply the last item to be deliveredLong story a little shorter, I could not get my items back until I paid storage fees cleaning fees etc.., (at first they wanted an additional $10,000.) these were already in the contract, and should not have been an additional feeMs [redacted] was well informed of the monthly charge for storage of $per monthRefer to Attached October EmailsWe attempted to settle with Ms [redacted] on several occasionsRefer to Attached February EmailsAlso found out they threw away two beds and a custom-made "sleeper couch", which after the fact asked me to sign documents allowing them to do this, which I did notPer the CSI Work Authorization Contract, Ms [redacted] agrees to allow CSI to dispose of personal property deemed a total loss from damages caused by the insurance claimCleaning of clothes was not proper or done at all as I was able to smell my perfume still on my clothes, colors ran together, all of my clothes are not fit to wear anymoreAll of the items were discolored or shrunk, dresses were in a box and wrinkled (that were said to come back and hung)All of the dry cleaning requested to be performed by Ms [redacted] was in fact performedThis is the first we are hearing about the quality of the dry cleaningEverything was a complete messI paid what they wanted to get items deliveredMs [redacted] paid $2k and her construction company also paid $2k to help the situationAs a sign a good faith we agreed to deliver her contents even though it is against company policy to deliver property when there are outstanding invoicesThe settled amount was well under the invoiced amountRefer to Attached October EmailsI have called and left messages and never received a callbackThere have been no calls or voicemails from Ms [redacted] We have always responded to her diligentlyI want to be refunded in full so that I can replace all of the miss handled items from beginning to endThe fire was on 10/24/and my items were returned November 29, Thank you, [redacted] General Manager
Final Consumer Response / [redacted] (2000, 9, 2016/02/25) */ Good afternoon, I received a check in the amount of $from content solutions through regularly mail Thank you for helping me resolve this matter Again I really appreciate it
Hi Bertha, I appreciate you answering my questions regarding complaint #Per our conversation, I have attached some of the documentation pertaining to this clientPlease let me know you need any further documentation from us Contents Solutions Inc was referred to a multiple unit fire loss by a construction company we work with oftenOne of the unit owners was Ms [redacted] I personally attended meetings with Ms [redacted] , her insurance company and her contractor prior to the start of our workHer insurance company requested an estimate for our work as Ms [redacted] had limited personal property coverage in her policyApproximately $40kWe submitted two estimatesOne for the contents pack-out, contents cleaning from fire and smoke damage, storage for months at our offsite facility as well as the pack-back of the contents upon completion of constructionThis estimate totaled $20, The second estimate was for the dry cleaning of all clothing, bedding and linensThis estimate totaled $24,Ms [redacted] 's insurance company approved the work but since there was limited coverage they could only issue the max policy amount of $40kWe confirmed that the insurance company issued $40k directly to Ms [redacted] We began the contents pack-out 10/24/During this process Ms [redacted] requested that we only have select items dry cleaned since the funds were limitedWe are always happy to help in any way so we sent out the clothing she bagged herself for dry cleaningMs [redacted] paid $15k upon completion of the pack-out and stated she would pay the remaining balance once everything was finishedWe continued to store her contents while the construction was taking placeWe made contact with Ms [redacted] as we approached the month storage estimate to inquire if she was ready for her personal property to be deliveredShe stated construction was going to take longer and the items could not be delivered at that timeWe then explained the amount of storage ($960) per monthI reached out again in February of regarding construction progress(See Attached February Emails) Ms [redacted] again, stated the work was going to take longerMs [redacted] also stated she felt there were many issues that were caused by our company regarding her personal propertyWe responded with what we felt was fair and in accordance with industry standards(See Attached February Emails) Upon completion of construction, Ms [redacted] contacted me to schedule her pack-back date where I then forwarded her to my A&R department for payment of the outstanding invoice(See Attached October Emails) Ms [redacted] stated she did not owe us anything and demanded her items be deliveredWe expressed our understanding for the situation but explained it is in our company policy to withhold any personal property if there are outstanding invoicesMs [redacted] had accrued additional months of storage leaving an outstanding invoice of $9,billed from 12/26/- 10/25/Ms [redacted] stated she would not pay this and still demanded her property be deliveredIn an effort to help Ms [redacted] we gave several discounts to the outstanding invoice bringing down the cost multiple times(See Attached October Emails) We came to an agreement by collecting $2k from Ms [redacted] and $2k from her contractor making it a total of $4k paid as a settlementThe grand total amount paid was $19k which is under the original estimated amount and well under the invoices accruedPrior to the start of Ms [redacted] 's pack-back we asked her to sign a Hold Harmless to release CSI of any liability regarding our involvement in her insurance claimMs [redacted] signed this document (attached) along with our pack-back release forms since she would not allow us to properly unpack the contentsThe pack-back was successful and we have not hear from Ms [redacted] since At this time Contents Solutions Inc feels we have been extremely cooperative with all things consideredWe believe the settlement of $19k is more than fair given the dollar amount in invoices for work actually performed was substantially higherCSI respectfully denies the request for a full refund Bertha, you'll find our specific responses below in red My home was damaged in a fire, I hired Content solutions to pack and store all of my possessions at which point I initialed documents that were later referred to as "a contract"This is our Work Authorization Form which is a binding contract between Contents Solutions Inc and the owner of the personal property, Ms [redacted] The "contract" had seven boxes that I initialed, these items were what was included in the "service pack out"- (boxes bubble wrap, shrink wrap, blankets, and paper)This service was completedStorage was for "the duration"This line items states the client allows CSI to store their personal property at our offsite facility for the duration of constructionIn this case, for monthsClean, sanitize, deodorize, ozone, including dry cleaning of clothes and linensMs [redacted] opted out of the cleaning process and chose a specific amount of clothes to be dry cleaned onlyAll other personal property was not cleanedThe total inventory of all itemsThis is for the inventory of items that are damaged beyond repairThis service was completedDispose of the "total loss" items upon completion of inventory with a spreadsheet of "total loss"This service was completedPack in and stage as the original locationMs [redacted] requested that we stage furniture and boxes in original areasNo boxes were openedThis service was completedThe amount for all of this was in writing as $20,An estimate in the amount of $20,was created for the approval by the insurance company who in turn paid Ms [redacted] in full to use whom ever she chose to handle the workThe estimate included pack-out, cleaning, offsite storage for months and pack-inOur contract is written with a To Be Determined or "TBD" amount since we cannot foresee how long construction will take and things constantly vary from project to projectI paid $15,at the beginning and remaining balance prior to delivery$15k was paid but the remaining balance was not paid in fullNone of these services were done as discussed or stated in their contractMs [redacted] opted out of the cleaning and paprocesses in order to save moneyAll other services were completed in accordance with company standardsI have pictures to back this upMy garage was full of boxes of items just tossed in carelessly, Nothing was cleaned, dry cleaning was not done per contract and directionThe boxes inside the garage contained items we cannot store like food, toiletries, cleaning supplies, batteries and candlesThis was all outlined to Ms [redacted] in detail several timesMs [redacted] opted out of the cleaningDry cleaning was done per Ms [redacted] 's specific requestMany things were missing and/or brokenMs [redacted] signed a PaRelease form which removes CSI from any liability for damaged or broken items since we were unable to unpack the boxesMy living room-couch (for one), but was found days laterNot sure how these things are missing when I was told (and the document says) all of my belongings would be in its own separate and climate controlled vault, later found out that was not trueClient personal property is stored in our climate controlled warehouseWe do not have climate controlled vaults nor do we have any documentation that states soAll couches are kept in a separate area of our facilityWe keep detailed warehouse manifests and were well aware of where her property was at all timesThe couch was never lost but simply the last item to be deliveredLong story a little shorter, I could not get my items back until I paid storage fees cleaning fees etc.., (at first they wanted an additional $10,000.) these were already in the contract, and should not have been an additional feeMs [redacted] was well informed of the monthly charge for storage of $per monthRefer to Attached October EmailsWe attempted to settle with Ms [redacted] on several occasionsRefer to Attached February EmailsAlso found out they threw away two beds and a custom-made "sleeper couch", which after the fact asked me to sign documents allowing them to do this, which I did notPer the CSI Work Authorization Contract, Ms [redacted] agrees to allow CSI to dispose of personal property deemed a total loss from damages caused by the insurance claimCleaning of clothes was not proper or done at all as I was able to smell my perfume still on my clothes, colors ran together, all of my clothes are not fit to wear anymoreAll of the items were discolored or shrunk, dresses were in a box and wrinkled (that were said to come back and hung)All of the dry cleaning requested to be performed by Ms [redacted] was in fact performedThis is the first we are hearing about the quality of the dry cleaningEverything was a complete messI paid what they wanted to get items deliveredMs [redacted] paid $2k and her construction company also paid $2k to help the situationAs a sign a good faith we agreed to deliver her contents even though it is against company policy to deliver property when there are outstanding invoicesThe settled amount was well under the invoiced amountRefer to Attached October EmailsI have called and left messages and never received a callbackThere have been no calls or voicemails from Ms [redacted] We have always responded to her diligentlyI want to be refunded in full so that I can replace all of the miss handled items from beginning to endThe fire was on 10/24/and my items were returned November 29, Thank you, [redacted] General Manager
Final Consumer Response / [redacted] (2000, 9, 2016/02/25) */ Good afternoon, I received a check in the amount of $from content solutions through regularly mail Thank you for helping me resolve this matter Again I really appreciate it