Dear [redacted] : It is very unfortunate that even after you could not provide any proof that the claimed property damage to your apt in NY happened while your relocation with Liberty/Moving United Van Lines, prevented Liberty Moving/UVl to exercise inspection and declined a goodwill gesture money offer on our part, you still feel we did not do the right thingProperty damage to apartment:Move date damages reported on As you are very aware, there is a procedure and a form we ask every shipper to fill out after we finish at origin and then again at destination that gave you the opportunity to do a walk throughout the apartment and indicate any damages to the apartment or to any of your household goods while in the process of moving you outThis form helps us to make sure damages pointed out to us were indeed caused at the time of your relocationYou filled out that form (here attached for verification) indicating that there were no damages to your goods nor to your apartment at originYou then got a letter from your building management on April ***, 2017, indicating that they were holding $1,from your deposit in lieu of several damages to the apartment including several scratches and holes in most of the walls, the doors scratched and stained, damages to master bedroom and door moldings(letter attached for review)At this time you decided to proceed with a property damage claim in addition to your small household goods claims, expecting that we would just pay ½ of the amount the building management held from your deposit alleging that the damages to the bedroom door were cause by the moversWe then stated to you that our tariff indicates that Liberty/UVL has the right to inspect any claimed damages before repairLiberty Moving/UVl had absolutely no chance to exercise inspection prior to repairThe letter you provided from your landlord does not provide receipts or a breakdown of repair costsLiberty cannot just accept liability for the alleged property damage, especially due to the fact that there was additional damages for which more money was held back from your security depositWe tried to contact the building management directly and got no response(see email attached for verification) We did not hear back from them and subsequently you told us to never ever contact the building management(see email attached for verification) After reviewing your claim, we respectfully declined any liability to your claim for property damageHowever, as a goodwill gesture and not an assumption of liability we will offered you $You declined our goodwill gesture offer of $Household goods claim where you chose to release your goods at minimum carrier level of protection at cents per pound per article: Because your shipment moved in interstate commerce from NY to CO, the rights and obligations between you and United Van Lines are exclusive governed by federal law This federal law makes a carrier such as United liable for actual loss or injury to property transported by the carrier, subject to the released rate valuation option chosen by the shipper when the goods are tendered with the carrier for interstate transitAs your claim form indicates you are aware of your declared value protection at $per poundA review of your Bill of Lading also specifies that you chose to release your shipment to United at the minimum carrier level of liability at $per pound per articleTotal household goods settlement based on weight per article x cents = $The $amount of the goodwill gesture for the alleged property damage + the settlement for the household goods in the amount of $summed to a full and final settlement of $This amount reflects and remains as our full and final settlement and has been requested to our accounting departmentYou will have it within business daysSincerely , [redacted] Quality Control Manager Director Of Loss Prevention & Control ***Please note office hours M-F 7AM – 1PM [redacted] [redacted] ***
Dear [redacted] , We regret that [redacted] 's art work sustained damage [redacted] has not yet paid her bill and owes Liberty $1,Upon receipt of payment we will address her complaintWe are sorry for any inconvenience this has caused herSincerely, Liberty Moving & Storage
Dear [redacted] I have reviewed your rejection response and will address your pointed issues once again: a point by point response to your rejection letter: -I have no problem with the $189, I am not disputing that chargeI am disputing the disrespectful offer of $on damage to a door frame that cost $to fix Liberty’s answer: You stated that you did not have a problem about the $settlement for your household goods based on chosen minimum valuation level of protection, but yet you included that portion in your complaintEven after having the opportunity to inspect your aptwith Liberty’s leading mover and making notes of any property damage on our Quality Control form (attached for review where you noted none and acknowledge by your signature), Liberty was generous to offer your $goodwill gesture that you insist to decline-I admit to signing the form stating there was no damage because at the time of signature I had made a once over review of the apartment and initially found no damageIt is possible that during a time as stressful as a cross country move that one could miss damage he or she would otherwise seeIt was once I went back through again after the movers had left that I saw the damage to the door frame Liberty’s answer: I have attached the letter from your landlord that states the following damages and I quote: :”The damages to the apartment includes scratches and holes in most walls and base board moldings, the doors were scratched and stained, the master bedroom and door moldings were greatly damagedThe damages cost to repair was $1, , and specifically the master bedroom door had to be replaced and painted and the moldings patched and painted, costing $500.00” We cannot understand that you expect Liberty to pay for the entire bedroom door replacement when you stated on your claim form (attached for review)that Liberty movers damaged just the door frame to LIVING ROOM door and when all other pre-existing damages were found including that the doors were stained- The letter from my landlord is very clear and transparent that $of damage was done to the door frame and had to be replacedThat is why I am asking for $because according the letter and I quote " specifically the door to the bedroom had to be replaced and painted; and the molding patched and painted, costing $(five hundred dollars)." This is the only damage I am claiming that Liberty moving costLiberty’s answer: Your claim form submitted weeks after your move clearly stated you were claiming damages of $to your LIVING ROOM DOOR FRAME not master bedroom door as stated by your landlord’s letter as the door that had to be replaced for pre-existing damages- I started my claim with Liberty Moving a full two weeks after we had moved outIs it reasonable to assume the people living in that apartment must be forced to live with that damage just because a moving company wants to come an inspect the damage they did to an apartment? - The letter did not include receiptsCorrect it did notOf all the points I have tried to get across to Liberty this seems to be one they don't understandI will attempt again to put it into wordsThe owner of the apartment is in the construction business, he has four other buildings and warehouse full of building supplies ALREADY PURCHASED, that he uses to fix his apartment buildingsthe $charge is in his professional opinion the cost to repair the doorThe materials he used are part of his on going businessIs he supposed to show you a receipt for gallons of paint and say "but only was used to fix the damage you caused?" Liberty’s answer: Unfortunately , you seem to not understand that our tariff gives the mover the right to inspect any claimed damage and that in your claim form you stated LIVING ROOM DOOR FRAME when the door that had to be replaced is the master bedroom door with pre-existing damagesYou signed our quality control form after having the opportunity to inspect your apt with our lead mover stating no damages to your aptEven without any substantial proof that Liberty’s movers did the damage you are claiming we offered you a $goodwill gesture which is enough to patch and paint a door frame considering what you keep stating in reference to your landlord being the one who does the repairs and has materials bought in bulk on site-I asked Liberty to contact the apartment because there was no other information to give, everything was stated clearly in the letterThey are not going to magically appear with a receipt just because you call themAnd based on Liberty Moving's hostile negotiation tactics specifically by Suely Vera I don't want to have to subject them any more stress than this has already causedI will take this all the way to arbitration if needed and only ask for the money owed to me in the amount $Liberty’s answer: Please rectify your statement as you clearly stated in an email to us that we were NOT to contact your landlord when we asked for receipts of material and labor to do repairsIn closing, without substantial proof that Liberty movers were in fault of the alleged damages we must respectfully decline liability for your claimCheck for the $goodwill and for your household claims in the amount of $both reflecting your full and final settlement have been sent to your new addressBest regards, [redacted] Quality Control Manager Director Of Loss Prevention & Control ***Please note office hours M-F 7AM – 1PM [redacted] Liberty Moving & Storage Co., IncUnited Van Lines/UniGroup Relocation [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]LIBERTY MOVING's deceitful response is fabricated and untruthfulHowever, it is a true reflection of the slithering way this business and ***, [redacted] ***, have handled my issueThis move was paid for using my assistant's [redacted] credit card on However, I am still waiting for an answer to my claim for the damaged items which LIBERTY MOVING has not addressedThe claim is for Custom Artwork $8000, Crate/Packing $247.50, and Wood Panel for art $for a total of $In July [redacted] offered $but in his typical deceitful fashion never sent the paperwork or "release" for the claimI continued to only get excusesMore recently on [redacted] threatened that they will "close the case" if I don't take a new and totally lowball offer of $750.To reiterate I am willing to take the $offered in July of but want this settled ASAPFor the continued hassle and harassment I want an apology about the way this matter has been handled In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have just received an email that this case is closedHowever, this complaint has NOT been resolved and the business response in no way addressed my disputeI will indeed file in Small Claims Court but I have received ZERO compensation for my damaged artworkThis is a terrible business and consumers should be warned not to use this moving company[redacted] The Candy ConsortiumCell ###-###-####Office ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]I was called on Thursday morning by someone in Liberty's claims department. I explained to this person that I was in a car, and would try to continue the conversation. He started explaining why Liberty wouldn't pay and the signal was lost. Since I was spending the day out with friends, I did not listen to the voice mail that he left until later in the day. I will quote it verbatim. "This is Suley calling you again from Liberty Moving. I want to thank you again for not giving me the opportunity to speak. So with that said, as I said to you, the denial of your claim is the legal clear denial based on the information provided to you. I was about to try to get into an agreement with you, but you just hung up on me. So with that said, I think they'll just leave things as they are, because unfortunately, the only thing I'm going to do now is answer to your complaint. at the BBB and case closed."This is the person who was chosen to negotiate. He created a complete fiction when the signal was lost in a moving car. If necessary, I will pursue this in Small Claims Court. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
Business response to Complaint id [redacted] ***Addressing [redacted] *** [redacted] ’s complaint: Our first priority at liberty Moving & Storage/Agent United Van Lines is to make a very stressful time in most people’s life as smooth as possible.Unfortunately sometimes there are some bumps on the road, but we definitely try our best to rectify themAll possible efforts were made in order to rectify the issues brought to our attention and to appease [redacted] Therefore, it is very unfortunate that this complain even got reported .First and foremost, it’s protocol and logistically correct and explained to all, that when a shipper has household goods stored in our facilities and is moving an additional household intrastate that the truck dispatched to the house location does not have the goods that are in storageIt was never a request nor it is protocol that the stored items are loaded prior to the householdIt’s not cost effective or productive to either company or shipper.While HHGD are stored in one or two of our facilities, shipper has the right to access the goods at any time upon appointment and payment of an “access fee”There’s a minimum access charge fee of $220.Shipper’s house to be moved was located in Plainview and our storage facilities are in Deer Park (miles) and in Commack (miles) away.Although, the sudden request to visit the storage facility on the day of the move out of Plainview and the request to get reimbursed for HOURS of driving to the storage facilities it’s outrageous to say the least, access was not only granted but FREE of the minimum access charge of $If no prior access to storage facility is requested and received prior to the intrastate move, all portions of the HHGD are to be checked and inspected at the time of delivery.It is clearly stated under both intrastate and interstate publish tariffs (contracts) and in the “Shipper’s rights and responsibilities” booklet (now also electronically included in every single estimate) that shipper or assigned representative must present not only at origin but at destination to check if everything that was supposed to be tendered to carrier is loaded at origin and that ALL ITEMS arrived in the same condition at destination, or to note if there was any loss or damage while in carrier’s possession.It’s also the shipper’s ( or assigned representative) to make sure that at delivery while items are being checked off on what we call “bingo sheet” , the movers are directed to where those items should be placedScheduling “other deliveries” for the same day of mover’s delivery of your HHGD it’s insane and will just absolutely add unnecessary stress to an already stressful situation Having to check items at delivery is stressful but necessary and nonetheless a shipper’s sole responsibility.The purchase price of this relocation was $and NOT $4000.Reference is now made to how I (Quality Control Mgr./SrClaims Adjuster/CCA/Loss Prevention Specialist at Liberty moving/UVL) came across [redacted] issues.Shipper has months from date of delivery to report not so obvious loss and damage (ieto cartons or its contents) Carrier reserves the right to inspect any item (including carton) claimed as damaged prior to repair or disposal.On called Liberty Moving’s office stating the following:- “United Van Lines HQ claims adjuster assigned to the [redacted] ’s claim for Waterford goblet had scheduled an inspection/repair firm to inspect items claimed as damaged on a certain dateUnfortunately that firm representative never showed up.”I immediately called the [redacted] sWhile addressing the above mentioned issues with [redacted] *., I was told about the other ones now related in this complaint.At the end of our conversation I told [redacted] that I was going to call the adjuster at UVL and make sure she had a new appointment with a different inspection firm Asap and that I was going to gather all information regarding the other issues and call her back within a few hoursI spent a couple of hours gathering information and was told by our op***tions department the following was already done in order to appease the [redacted] s:Rightfully so , Weight price adjustment issued from Liberty/United Van Lines for the shipment’s actual weight coming in under the estimated weightWeight Credit: $388.47Liberty offered a non-scheduled storage access free of charge on date of pick up for the confusion with the storage shipment not being previously loaded on the truck:Storage Access: $minimum chargeLiberty disposed of dog crate as per customer’s request free of charge:Disposal fee: $minimumLiberty compensated for the crew’s extra labor at destination to assemble patio furniture – no charge to customer:Extra labor charge: $104.52Total adjustment compensation to customer: $812.99After reviewing all this adjustments and arranging a new inspection date for damaged claimed items , I called the [redacted] s back and after explaining all the above to [redacted] I asked what the additional amount of $pertained to [redacted] could not give me a reasonable substantial reason for it other than she felt that the salesman language was at one point abusive to her.Although, that could not be verified other than “she said, he said” , I offered The [redacted] s $AS A GOODWILL GESTURE from the request of $compensation under one sole condition: Release Liberty Moving/UVL and its agents from any further complaints of whatsoever natureThat of course excluded the Waterford item damaged in transit.Reason : all the issues were addressed and compensation offered and accepted.The acceptance of the $was verbally agreed and needed to be acknowledge by her Writing an email of acceptance of the $300as – resolved to satisfactionOnly upon that verification a release form would be sent to The [redacted] s acknowledging the $goodwill gesture compensation Out of the office - Somehow [redacted] [redacted] misunderstood that the release form would ONLY be sent upon her doing her part on the agreement Writing and emailing a letter of acceptance of the $300The fact that she misunderstood the agreement and did not received the release form on 7/ [redacted] or 7/ [redacted] made The [redacted] s assumed that offer was not in effect.Well, it was very well explained and agreed that the release form and the sum of $were only become in effect AFTER the [redacted] s complied with their portion of the agreement.On when arriving at the office and opening my email, I find outrageous emails form [redacted] saying the most absurd things about my conductI immediately , yes immediately at 7:in the morning called them .In this early but absolutely necessary phone call I stated that offer was in effect and explained the process of acceptance of the offer again.Hours were spent on 7/ [redacted] making sure The [redacted] s issues were addressed and taken care of It is unfortunate that I came to find out that they, out of nowhere, were declining the $compensation offerIn conclusion, we at Liberty Moving did everything in our power to appease The [redacted] s, The offer of $as a GOOD WILL GETSURE”, not an assumption of liability, is now is obviously off the tableSincerely,S [redacted] D [redacted] V***Quality Control Manager/Certified SrClaims Adjuster/CCADirector Of Loss Prevention & Control***Please note office hours M-F 7AM – 1PM***Liberty Moving & Storage Co., IncUnited Van Lines/UniGroup Relocation [redacted] [redacted]
Dear [redacted] : It is very unfortunate that even after you could not provide any proof that the claimed property damage to your apt in NY happened while your relocation with Liberty/Moving United Van Lines, prevented Liberty Moving/UVl to exercise inspection and declined a goodwill gesture money offer on our part, you still feel we did not do the right thingProperty damage to apartment:Move date damages reported on As you are very aware, there is a procedure and a form we ask every shipper to fill out after we finish at origin and then again at destination that gave you the opportunity to do a walk throughout the apartment and indicate any damages to the apartment or to any of your household goods while in the process of moving you outThis form helps us to make sure damages pointed out to us were indeed caused at the time of your relocationYou filled out that form (here attached for verification) indicating that there were no damages to your goods nor to your apartment at originYou then got a letter from your building management on April ***, 2017, indicating that they were holding $1,from your deposit in lieu of several damages to the apartment including several scratches and holes in most of the walls, the doors scratched and stained, damages to master bedroom and door moldings(letter attached for review)At this time you decided to proceed with a property damage claim in addition to your small household goods claims, expecting that we would just pay ½ of the amount the building management held from your deposit alleging that the damages to the bedroom door were cause by the moversWe then stated to you that our tariff indicates that Liberty/UVL has the right to inspect any claimed damages before repairLiberty Moving/UVl had absolutely no chance to exercise inspection prior to repairThe letter you provided from your landlord does not provide receipts or a breakdown of repair costsLiberty cannot just accept liability for the alleged property damage, especially due to the fact that there was additional damages for which more money was held back from your security depositWe tried to contact the building management directly and got no response(see email attached for verification) We did not hear back from them and subsequently you told us to never ever contact the building management(see email attached for verification) After reviewing your claim, we respectfully declined any liability to your claim for property damageHowever, as a goodwill gesture and not an assumption of liability we will offered you $You declined our goodwill gesture offer of $Household goods claim where you chose to release your goods at minimum carrier level of protection at cents per pound per article: Because your shipment moved in interstate commerce from NY to CO, the rights and obligations between you and United Van Lines are exclusive governed by federal law This federal law makes a carrier such as United liable for actual loss or injury to property transported by the carrier, subject to the released rate valuation option chosen by the shipper when the goods are tendered with the carrier for interstate transitAs your claim form indicates you are aware of your declared value protection at $per poundA review of your Bill of Lading also specifies that you chose to release your shipment to United at the minimum carrier level of liability at $per pound per articleTotal household goods settlement based on weight per article x cents = $The $amount of the goodwill gesture for the alleged property damage + the settlement for the household goods in the amount of $summed to a full and final settlement of $This amount reflects and remains as our full and final settlement and has been requested to our accounting departmentYou will have it within business daysSincerely , [redacted] Quality Control Manager Director Of Loss Prevention & Control ***Please note office hours M-F 7AM – 1PM [redacted] [redacted] ***
Dear [redacted] , We regret that [redacted] 's art work sustained damage [redacted] has not yet paid her bill and owes Liberty $1,Upon receipt of payment we will address her complaintWe are sorry for any inconvenience this has caused herSincerely, Liberty Moving & Storage
Dear [redacted] I have reviewed your rejection response and will address your pointed issues once again: a point by point response to your rejection letter: -I have no problem with the $189, I am not disputing that chargeI am disputing the disrespectful offer of $on damage to a door frame that cost $to fix Liberty’s answer: You stated that you did not have a problem about the $settlement for your household goods based on chosen minimum valuation level of protection, but yet you included that portion in your complaintEven after having the opportunity to inspect your aptwith Liberty’s leading mover and making notes of any property damage on our Quality Control form (attached for review where you noted none and acknowledge by your signature), Liberty was generous to offer your $goodwill gesture that you insist to decline-I admit to signing the form stating there was no damage because at the time of signature I had made a once over review of the apartment and initially found no damageIt is possible that during a time as stressful as a cross country move that one could miss damage he or she would otherwise seeIt was once I went back through again after the movers had left that I saw the damage to the door frame Liberty’s answer: I have attached the letter from your landlord that states the following damages and I quote: :”The damages to the apartment includes scratches and holes in most walls and base board moldings, the doors were scratched and stained, the master bedroom and door moldings were greatly damagedThe damages cost to repair was $1, , and specifically the master bedroom door had to be replaced and painted and the moldings patched and painted, costing $500.00” We cannot understand that you expect Liberty to pay for the entire bedroom door replacement when you stated on your claim form (attached for review)that Liberty movers damaged just the door frame to LIVING ROOM door and when all other pre-existing damages were found including that the doors were stained- The letter from my landlord is very clear and transparent that $of damage was done to the door frame and had to be replacedThat is why I am asking for $because according the letter and I quote " specifically the door to the bedroom had to be replaced and painted; and the molding patched and painted, costing $(five hundred dollars)." This is the only damage I am claiming that Liberty moving costLiberty’s answer: Your claim form submitted weeks after your move clearly stated you were claiming damages of $to your LIVING ROOM DOOR FRAME not master bedroom door as stated by your landlord’s letter as the door that had to be replaced for pre-existing damages- I started my claim with Liberty Moving a full two weeks after we had moved outIs it reasonable to assume the people living in that apartment must be forced to live with that damage just because a moving company wants to come an inspect the damage they did to an apartment? - The letter did not include receiptsCorrect it did notOf all the points I have tried to get across to Liberty this seems to be one they don't understandI will attempt again to put it into wordsThe owner of the apartment is in the construction business, he has four other buildings and warehouse full of building supplies ALREADY PURCHASED, that he uses to fix his apartment buildingsthe $charge is in his professional opinion the cost to repair the doorThe materials he used are part of his on going businessIs he supposed to show you a receipt for gallons of paint and say "but only was used to fix the damage you caused?" Liberty’s answer: Unfortunately , you seem to not understand that our tariff gives the mover the right to inspect any claimed damage and that in your claim form you stated LIVING ROOM DOOR FRAME when the door that had to be replaced is the master bedroom door with pre-existing damagesYou signed our quality control form after having the opportunity to inspect your apt with our lead mover stating no damages to your aptEven without any substantial proof that Liberty’s movers did the damage you are claiming we offered you a $goodwill gesture which is enough to patch and paint a door frame considering what you keep stating in reference to your landlord being the one who does the repairs and has materials bought in bulk on site-I asked Liberty to contact the apartment because there was no other information to give, everything was stated clearly in the letterThey are not going to magically appear with a receipt just because you call themAnd based on Liberty Moving's hostile negotiation tactics specifically by Suely Vera I don't want to have to subject them any more stress than this has already causedI will take this all the way to arbitration if needed and only ask for the money owed to me in the amount $Liberty’s answer: Please rectify your statement as you clearly stated in an email to us that we were NOT to contact your landlord when we asked for receipts of material and labor to do repairsIn closing, without substantial proof that Liberty movers were in fault of the alleged damages we must respectfully decline liability for your claimCheck for the $goodwill and for your household claims in the amount of $both reflecting your full and final settlement have been sent to your new addressBest regards, [redacted] Quality Control Manager Director Of Loss Prevention & Control ***Please note office hours M-F 7AM – 1PM [redacted] Liberty Moving & Storage Co., IncUnited Van Lines/UniGroup Relocation [redacted] [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]LIBERTY MOVING's deceitful response is fabricated and untruthfulHowever, it is a true reflection of the slithering way this business and ***, [redacted] ***, have handled my issueThis move was paid for using my assistant's [redacted] credit card on However, I am still waiting for an answer to my claim for the damaged items which LIBERTY MOVING has not addressedThe claim is for Custom Artwork $8000, Crate/Packing $247.50, and Wood Panel for art $for a total of $In July [redacted] offered $but in his typical deceitful fashion never sent the paperwork or "release" for the claimI continued to only get excusesMore recently on [redacted] threatened that they will "close the case" if I don't take a new and totally lowball offer of $750.To reiterate I am willing to take the $offered in July of but want this settled ASAPFor the continued hassle and harassment I want an apology about the way this matter has been handled In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I have just received an email that this case is closedHowever, this complaint has NOT been resolved and the business response in no way addressed my disputeI will indeed file in Small Claims Court but I have received ZERO compensation for my damaged artworkThis is a terrible business and consumers should be warned not to use this moving company[redacted] The Candy ConsortiumCell ###-###-####Office ###-###-#### In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]I was called on Thursday morning by someone in Liberty's claims department. I explained to this person that I was in a car, and would try to continue the conversation. He started explaining why Liberty wouldn't pay and the signal was lost. Since I was spending the day out with friends, I did not listen to the voice mail that he left until later in the day. I will quote it verbatim. "This is Suley calling you again from Liberty Moving. I want to thank you again for not giving me the opportunity to speak. So with that said, as I said to you, the denial of your claim is the legal clear denial based on the information provided to you. I was about to try to get into an agreement with you, but you just hung up on me. So with that said, I think they'll just leave things as they are, because unfortunately, the only thing I'm going to do now is answer to your complaint. at the BBB and case closed."This is the person who was chosen to negotiate. He created a complete fiction when the signal was lost in a moving car. If necessary, I will pursue this in Small Claims Court. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]
Business response to Complaint id [redacted] ***Addressing [redacted] *** [redacted] ’s complaint: Our first priority at liberty Moving & Storage/Agent United Van Lines is to make a very stressful time in most people’s life as smooth as possible.Unfortunately sometimes there are some bumps on the road, but we definitely try our best to rectify themAll possible efforts were made in order to rectify the issues brought to our attention and to appease [redacted] Therefore, it is very unfortunate that this complain even got reported .First and foremost, it’s protocol and logistically correct and explained to all, that when a shipper has household goods stored in our facilities and is moving an additional household intrastate that the truck dispatched to the house location does not have the goods that are in storageIt was never a request nor it is protocol that the stored items are loaded prior to the householdIt’s not cost effective or productive to either company or shipper.While HHGD are stored in one or two of our facilities, shipper has the right to access the goods at any time upon appointment and payment of an “access fee”There’s a minimum access charge fee of $220.Shipper’s house to be moved was located in Plainview and our storage facilities are in Deer Park (miles) and in Commack (miles) away.Although, the sudden request to visit the storage facility on the day of the move out of Plainview and the request to get reimbursed for HOURS of driving to the storage facilities it’s outrageous to say the least, access was not only granted but FREE of the minimum access charge of $If no prior access to storage facility is requested and received prior to the intrastate move, all portions of the HHGD are to be checked and inspected at the time of delivery.It is clearly stated under both intrastate and interstate publish tariffs (contracts) and in the “Shipper’s rights and responsibilities” booklet (now also electronically included in every single estimate) that shipper or assigned representative must present not only at origin but at destination to check if everything that was supposed to be tendered to carrier is loaded at origin and that ALL ITEMS arrived in the same condition at destination, or to note if there was any loss or damage while in carrier’s possession.It’s also the shipper’s ( or assigned representative) to make sure that at delivery while items are being checked off on what we call “bingo sheet” , the movers are directed to where those items should be placedScheduling “other deliveries” for the same day of mover’s delivery of your HHGD it’s insane and will just absolutely add unnecessary stress to an already stressful situation Having to check items at delivery is stressful but necessary and nonetheless a shipper’s sole responsibility.The purchase price of this relocation was $and NOT $4000.Reference is now made to how I (Quality Control Mgr./SrClaims Adjuster/CCA/Loss Prevention Specialist at Liberty moving/UVL) came across [redacted] issues.Shipper has months from date of delivery to report not so obvious loss and damage (ieto cartons or its contents) Carrier reserves the right to inspect any item (including carton) claimed as damaged prior to repair or disposal.On called Liberty Moving’s office stating the following:- “United Van Lines HQ claims adjuster assigned to the [redacted] ’s claim for Waterford goblet had scheduled an inspection/repair firm to inspect items claimed as damaged on a certain dateUnfortunately that firm representative never showed up.”I immediately called the [redacted] sWhile addressing the above mentioned issues with [redacted] *., I was told about the other ones now related in this complaint.At the end of our conversation I told [redacted] that I was going to call the adjuster at UVL and make sure she had a new appointment with a different inspection firm Asap and that I was going to gather all information regarding the other issues and call her back within a few hoursI spent a couple of hours gathering information and was told by our op***tions department the following was already done in order to appease the [redacted] s:Rightfully so , Weight price adjustment issued from Liberty/United Van Lines for the shipment’s actual weight coming in under the estimated weightWeight Credit: $388.47Liberty offered a non-scheduled storage access free of charge on date of pick up for the confusion with the storage shipment not being previously loaded on the truck:Storage Access: $minimum chargeLiberty disposed of dog crate as per customer’s request free of charge:Disposal fee: $minimumLiberty compensated for the crew’s extra labor at destination to assemble patio furniture – no charge to customer:Extra labor charge: $104.52Total adjustment compensation to customer: $812.99After reviewing all this adjustments and arranging a new inspection date for damaged claimed items , I called the [redacted] s back and after explaining all the above to [redacted] I asked what the additional amount of $pertained to [redacted] could not give me a reasonable substantial reason for it other than she felt that the salesman language was at one point abusive to her.Although, that could not be verified other than “she said, he said” , I offered The [redacted] s $AS A GOODWILL GESTURE from the request of $compensation under one sole condition: Release Liberty Moving/UVL and its agents from any further complaints of whatsoever natureThat of course excluded the Waterford item damaged in transit.Reason : all the issues were addressed and compensation offered and accepted.The acceptance of the $was verbally agreed and needed to be acknowledge by her Writing an email of acceptance of the $300as – resolved to satisfactionOnly upon that verification a release form would be sent to The [redacted] s acknowledging the $goodwill gesture compensation Out of the office - Somehow [redacted] [redacted] misunderstood that the release form would ONLY be sent upon her doing her part on the agreement Writing and emailing a letter of acceptance of the $300The fact that she misunderstood the agreement and did not received the release form on 7/ [redacted] or 7/ [redacted] made The [redacted] s assumed that offer was not in effect.Well, it was very well explained and agreed that the release form and the sum of $were only become in effect AFTER the [redacted] s complied with their portion of the agreement.On when arriving at the office and opening my email, I find outrageous emails form [redacted] saying the most absurd things about my conductI immediately , yes immediately at 7:in the morning called them .In this early but absolutely necessary phone call I stated that offer was in effect and explained the process of acceptance of the offer again.Hours were spent on 7/ [redacted] making sure The [redacted] s issues were addressed and taken care of It is unfortunate that I came to find out that they, out of nowhere, were declining the $compensation offerIn conclusion, we at Liberty Moving did everything in our power to appease The [redacted] s, The offer of $as a GOOD WILL GETSURE”, not an assumption of liability, is now is obviously off the tableSincerely,S [redacted] D [redacted] V***Quality Control Manager/Certified SrClaims Adjuster/CCADirector Of Loss Prevention & Control***Please note office hours M-F 7AM – 1PM***Liberty Moving & Storage Co., IncUnited Van Lines/UniGroup Relocation [redacted] [redacted]