D Stefano Building Restoration Inc

shipper has not filed a claim for any missing items

Response:Shippers actual name is [redacted] we have always kept in contact with Ms. [redacted] from the day of pick up all the way until the delivery. Ms. [redacted] boyfriend who did not give his name was on site on the day of the pick up. The increase in items was because of the increase of...

volume. The items mentioned above in the complaint are nothing close to what we picked up and would not make much of a difference if they were put on the inventory from the beginning. With that being said they had a dramatic amount of items not mentioned to us prior to the reservation of the move. This is very difficult for us with shippers because most customers fail to understand the importance in providing a specific inventory list. Our trucks normally pick up 3-4 jobs in one day. Trucks are measured and assigned to certain moves. The day that the [redacted] were picked up there were no other moves that day. That is the reason we were able to bring all of the items back to the warehouse. Finally, they were picked up and loaded. All contracts signed and agreed upon. On delivery in Naples,FL shipper did not want to pay balance. The policy states that balance is to be paid on delivery prior to the off loading of the vehicle for insurance purposes. After getting the customer to pay the balance, the shipment was off loaded and customer had been missing a box. He snatched the balance from our drivers hands and said he would not give it back until the box was given to him. Our driver then started to load the items back in to the truck to have the goods delivered to a storage unit and the shipper then called the police. Police arrived and demanded our driver to leave the property. Because of this some items were left on the truck and balance was never paid. We are willing to deliver the items as long as balance is paid. There are proper procedures that need to take place when there is a missing item. Customers are instructed to file a claim with our CSI Claim Service International describing the item missing and its value. Once that has taken place a settlement is offered and the claim will either be closed or sent to arbitration for further analyzing. Customer has yet to file a claim and has not paid balance.

Response:We have instructed Mr. [redacted] to file a claim with our CSI Claims Department so that we can have there claim analyzed and offer a settlement. They have yet to file one. That is what has caused the delay in offering the settlement amount.

Complaint: [redacted]
I am rejecting this response because:Ms. [redacted] was present during the delivery of the items. We were not told to pay the balance before items were taken off the truck. The balance was asked for AFTER all of our items (minus the TV, white box, and painting) were already in the garage, in our property. One key fact that has been falsified in the business' response was that we "snatched" the money out of the drivers hands. The money was never in the driver's possession, and we have sworn statements to back up this fact. We informed the driver that we would pay the full balance as soon as we received all of our items. Items were not left on the truck because the police required the movers to leave the property. The TV was not found until the police had came to get our statements, in fact, the driver told us it had probably been left in the warehouse. We have filed a claim with the CSI claim service already. The TV has already been found, and Sara, our contact with the company, has yet to call us back to let us know if they found our box or painting yet. The value of the box contents is $300, and the painting is valued at $50. There was also no response to the fact that the driver assaulted us, or damaged the garage door. We also have two separate estimates for the repair of the door that will cost around $1,200. 
We will pay the full balance of $520 when all three items are returned or replaced at full value, and a settlement has been reached regarding the garage door repair.
Regards,
[redacted]