Cross Town Movers Inc

Sir this is your claim formWe are processing this formIs this not something you turned in to us?
***supporting documentation redacted by Revdex.com staf*

After reading the complaint by Mr *** I would like to inform you that he was contacted times by our sales staff Dewayne and was also sent a claim form as per ODOT rules.Claims must be filed within months of the move dateWe as the mover must notify the client within days in writing after
the claim form has been returned to inform him if we will pay, decline or offer a compromise in writing within daysWe are well within the allowed time table set by ODOT and we have yet to receive a claim form from Mr***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr *** contacted me on Sept 21st in regards to his recliner being damaged during his relocation on 9/21/I responded by sending him a claim form and then receiving his claim form the same dayWe have his claim form in processingI received an email from him on Sept 29th
wondering about the status of his claimI then contacted the owner operator (who is assisting with this claim) again about the claim and got assurances that he would make contact with Mr*** and let me know the outcomeMr *** spoke with the owner operator on Sunday the 2nd and said he would be gone next week but he would be back in touch when he was back in townAs per ODOT we are completely within the rules of responding and processing this claimThis matter has no business being brought to the Revdex.com attentionWe are processing Mr***s claim as per ODOT requires us

We are sorry that you feel as if you were over chargedAll local moves in Oregon are done on an hourly clock and clearly documented on our work orderThe price that you were given was a ballpark for a certain amount of time and materials not an estimateWe did not schedule an appointment to give
you an estimateWe would have been happy to do this if you had requestedWe have a claims process for damages and also if damage occurred to your home we most certainly would repair it free of chargeI am the claims adjuster and I never received any information in regards to your moveI would be happy to assist you in this processFrom the information I received recently the crew seemed as if you were happy with the relocation and they even received a tip for their hard workWe strive to make every relocation as safe and cost effective as possibleHaving our Salem manager on this relocation allowed us to give you the highest quality relocation possibleWe will continue to improve with feedback such as this and we are thankful for your business

Dear Sir
After reading through your latest response I feel as if I must bring a few things to lightWe did not charge any overtime on this relocationI have the work orders that indicate the standard rate on day for men packing at a rate of $and on moving day the rate for men and truck is $ I did notice on day one we neglected to charge you for any cartons used just for the labor providedAlso on day the moving day we used trucks which would have increased your rate from $to $but we kept you at the lower rateThis indicates we were attempting to keep your costs down throughout this entire relocation
The work orders also indicate that we have *** *** signature on Day as well as your signature on Day which clearly indicate you understand that the final charge for service are based on rates established by ODOT and that an estimate is not a firm bid and all of the work is billed hourly.
Your relocation was a bit larger than expected but we did everything in our power to be affordable and professional If you have any claims that are associated with this move you neglected to follow through with filling out a claims form or alerting our office to any loss or damage in writing As per the rules that you are fully aware of by your signature on our work order you have months to file a claim in writing after the date of deliveryI would be more than happy to assist you with this process if you choose toI suggest unpacking everything so if you choose to file a claim we have all items claimed at once instead of suggesting theft or damage to items still in boxes
We performed a service for you at an hourly rateYou signed at the beginning of the move you understood our charges and again at the endThis process was repeated on a 2nd dayAs for the amount of time utilized for this move I feel as if you were fully aware of this relocation’s scope The crew indicated that they were also tipped at the end which is a pretty clear indication of a satisfied customerWe had no estimate in writing nor was an in home estimate requested We appreciate your business and your feedback has been noted and utilized to assist us in training our sales staff and moving team
Thank youChris G***

We resolved this matter on March via emailMr *** agreed to $compensation for the item which was damagedI have confirmed with my CEO that the check was sent and you should receive it by this Friday

Complaint: [redacted]I am rejecting this response because:  I was charged overtime for the second day and workers didn't even put in an eight hour day before.  I was fully aware that it was just an estimate, but to have an estimate be off by 50% is extremely poor business practice!!!  I was figuring the estimate was a little light and was figuring $2500.00 from the $2000.00 quote, but to be charged $3100.00.   If what world is that acceptable????
When I showed the supervisor the damage he said it was an easy fix and I should be able to handle it.  As far as a claims process, I am still finding broken stuff as I unpack.  I just finished doing my backyard and patio this weekend and found a broken glass in one of my plants.  I am missing a laptop and a large sword.  I did call back yesterday but Chris was not in and hasn't returned my call.  Is the stuff still in boxes, it could be.  We have stuff packed from multiple rooms in one box and haven't finished unpacking.  But you would think a 3 foot sword would be pretty easy to find.  
 
To make me happy....$500.00 credit applied to my credit card used.  I was very honest with the credit card company and only tried to dispute what I felt I was overcharged and because I don't have a written quote I am obligated in their eyes.  If I was dishonest person and disputed the full amount of the second charge you would be out $1700.00.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Busines claim form was sent to [redacted] which does not exist.  It arrived several days later after the post office caught the error. Had the District  manager simply picked up the phone and returned the call to help clarify what his staff could not answer, the complaint to the Revdex.com could have been avoided.Sincerely,[redacted]

Revdex.com response regarding relocation services performed for [redacted]:
Ms. [redacted],
Thank you for taking the time to discuss your grievance today with me on the phone. We greatly apologize for this issues that you conveyed in your letter and over the phone.  We constantly strive to...

provide superior service and we take your complaints very seriously.  We have issued a check in the amount of $400.00 compensation in a good faith acknowledgement of your dissatisfaction.  We have also instituted new systems to make sure that some of the problems that we spoke about do not happen in the future. 
We will continue to improve our services and make customer service our highest priority.  We appreciate your business and would look forward to assisting you again, given the opportunity.
 Sincerely,
Chris G[redacted]
Customer Service Manager
Cross Town Movers/Bekins

Complaint: [redacted]I am rejecting this response because:  Well, your crew is lying to you.  I never tipped them!!  Both [redacted] and I signed the bill and paid it, but surely doesn't constitute being happy!!!  Once I added up all the charges and started unpacking that is when the true displeasure came into play.  It has even taken you 30 days since the last reply which shows the true colors of your company, you care about one thing and one thing only, money.  To offer someone a quote of $2000.00 and then charge $3100 is absolutely unacceptable.  When I spoke with the person who quoted the job, I explained that it was a big job and that it took 2 full 26 foot uhaul trucks and a trailer to move all my stuff.  We are far from being happy and by refunding funding us some money will never makes us happy, but it would show that your company truly cares about it customers and wants repeat business.  If you think wrapping plastic bowls in paper is an acceptable practice we will never ever see eye to eye.  If you think taking batteries out of remote controls and then wrapping them in paper with the remote is acceptable practice we will never see eye to eye.  Like I said in the very first email, if I was a dishonest person the second charge would have been charged back by our credit card company.  I am in a customer base driven company and if we treated our customers this way we would be out of business.Sincerely,[redacted]

Dewayne did not contact me it was the other way around. I have asked for a Manager to return my call twice and sent an email to the District Manager as well with no response. As of today, no claim form has been received.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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. However, I was told that someone would get in contact with me to fix or replace the item the day after the claim was sent in, not more than a week or 30 days later.  
Sincerely, [redacted]