Daniel's Moving & Storage, Inc.

Customer has several items, I will address each in the order she has listed.
1) Arrived early:  this was the middle of summer, very hot temperatures, our crews start early to load while the temperatures are cooler.  In the Phoenix area, this is typical business practice for summer...

months.
2) Dining table: customer thinks we should have used pads on the table while carrying it down the stairs to avoid damages . We are unable to pad and carry as it would make the item too slippery and create a hazard. No damages were claimed on the dining room table.
3) Marks on walls in stairway:  these were repaired on 6/18/14 by our repairman . A copy of Ms. [redacted] signed release is attached indicating "All repairs were made to my satisfaction."  On 6/19/14, Ms. [redacted] called our claims office to inform us that she hired a painter and paid him $200 to repaint as the paint did not match. We were unaware of any problem and had no opportunity to inspect; therefore we were unable to reimburse her for any contractors she hired.
4) Dining room wall marred when removing mirror: yes, but this was repaired.
5) Throw pillow stained : Ms. [redacted] was compensated for this item. See attached settlement letter.
6) Broken items:  on local moves, we use speed-packs, which are rolling bins to move some items. This allows for customer to not pay for additional packing materials. We have compensated Ms. [redacted] for these items that were damaged.
7) Mattress and sofa: customer agreed to accept $150 for cleaning cost. See attached email.  I found companies in the Flagstaff area for her to contact to arrange for the cleaning.
8) Dining room wall: this was also repaired as above. Customer had all 4 walls repainted without allowing us to come back and inspect. We would have been happy to assist if we were notified prior to any re-painting being done.  Customer had signed after repairs were done that she was satisfied.
9) Claims she received no money for broken and soiled items:  Per our attached settlement letter and invoice, a balance due of $211.65 from the move was billed and not paid plus she had a $250.00 deductible that she had chosen. Copy of signed valuation attached. We paid for all items claimed damaged except melted candles, as we cannot pay for items due to the outside temperature as it is out of our control.
10) Stated we did not have repairmen in Flagstaff, per her email (attached),she asked that we allow
$150 for the cleaning and per the attached settlement letter, I provided her with names of two cleaning companies in Flagstaff.
I understand Ms. [redacted] frustration, however, we feel all items claimed were addressed and the settlement was fair based on the valuation she had chosen and the deduction for the charges from the move that remained unpaid. We have since credited her account for the remaining balance due of $22 .65 after the claim settlement as we chose not to pursue collections .

Wall was painted on 6/18/14 and customer signed paperwork stating "all repairs have been made to my satisfaction".  On 6/19/14, customer telephoned me and told me that the paint did not match and that she already had hired a painter to repaint because a tenant was moving into the apartment in a week.  I told her I would send my repairman back out and customer refused my offer.  We were not allowed an inspection to determine if her complaint was valid or if she just wanted additional painting done to freshen up the apartment and have it ready for a new tenant.  Many times one wall will not match the other walls due to the light and shadows in the room.  I informed her on that date that I did not authorize this and would not pay for it without being able to inspect first.  I had also originally offered this customer $150.00 on June 11th for the wall damage, prior to the repairs, which customer refused, wanting us to come out and repair instead.  Since the cash offer was refused and we provided the repairs and obtained her signature that all repairs were done, we feel we have done our part to settle this residence damage claim.

I was extremely dissatisfied with this company. I am disabled and I would like to say for the record that the young men the company sent to move me, used my disability to their full

advantage. These two young men were inexperienced and did not have a supervisor. One of them had recently graduated high school and this was his first job experience. This company was chosen for me by a representative for the state as they were destroying my home to build an access for the freeway. These young men argued and fought throughout the entire two day move. My furniture and mementos from a lifetime of working and traveling the world suffered at their inexperience and tempers. Due to their incompetence and unprofessionalism I had several thousands of dollars in damages done and medical bills that I had to pay due to my handicap being exacerbated.

This company is very unprofessional and totally misrepresented themselves. I believe that they treated me the way they did because they thought I was just some poor trashy person who the state was relocating and they did not have to treat me with respect. When I tried to contact the company to complain they brushed me off and sent me the wrong forms and gave me the run around in general.

I think a complaint needs to be logged with the Revdex.com so that anyone who wants to can see it.

Good morning to the Revdex.com,I have read the complaint.  Do know that we had already communicated with Mr. and Mrs. [redacted] prior to the complain being filed.  Our customer service manager spoke to Mrs. [redacted] two times on 6-22-2015.  Also I spoke to Mr. [redacted] on 6-22 and...

6-23.Their shipment is currently in transit. It is expected to be here late Thursday.  I am currently working with Mr. [redacted] and our operations department to effect delivery on Friday or Saturday.  I did advise Mr. [redacted] that I will call him back shortly with a firm answer on the delivery day.Atlas does have a delay claim process.  We have advise the [redacted] of the process along with contact data.I did apologize to Mr. [redacted] when we spoke yesterday and will be sure to do so again.Thank you for allowing us to answer this.Sincerely,[redacted]

Tell us why here...Items tendered to Daniel's were listed on the inventory, Mr. [redacted] was present at the time of pick up and signed the inventory as being the items Daniel's received.  If there was any discrepancy, the time to dispute the inventory was at the time it was presented to Mr. [redacted] to sign, not eleven days later.  I understand Mrs. [redacted] is disputing this, however she was not present at the time and had her husband acting as her agent at origin.  Documents presented for a customer's signature should always be reviewed before signing. It is the customer's responsibility to understand what they are signing. We must therefore decline to change our position and regretfully must use our signed inventory as the proof of items tendered to Daniel's.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Tell us why here...
The [redacted]’s driver was the responsible party to manage the crew.  Daniel’s simply provided names of labor he could use to unload his shipment.  They were not Daniel’s employees.  All are background checked; they had been used by other drivers in the past without any complaints. The [redacted]’s driver did not notify Daniel’s of any problems that day with his crew.  Any complaints regarding the incident on this day should be sent to [redacted]’s.  We thank you for your time to provide us with this input; Daniel’s has removed these two individuals from our labor list and will not be referring them to any drivers in the future.

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.

[redacted] ([redacted] rep) was told right away by me that the painting done by their contractor did not match the original paint color.  Her words to me were: "we will repaint the ONE wall".  This was not acceptable as the three other walls would NOT have matched that one.  That is why I HAD to hire a painter for $200 cost to me to paint the entire room so all the walls would match.  Incidentally, I have only asked to be reimbursed $100 which is HALF! 

RE "arriving early", a truly professional company would have called to say they were arriving early.  Therefore, we who are in our 70's, did NOT have a chance to eat anything all day until the movers left.

This company is an INFERIOR company and as such should have a lower AAA rating reflecting that, so other people are not duped into hiring them as I was.

Regards,

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.The response provided by Daniels is both incomplete and inaccurate.1. Daniels states that they had offered me $300 as an allowance for goodwill which was refused. The statement is inaccurate. My wife and I made multiple phone calls and sent multiple emails over a period of months to Long Beach manager Mr. [redacted] (and to Daniels in Arizona). At one point, Mr. [redacted] stated to my wife, that he would speak to his superiors about a possible goodwill offer. After not hearing back from Mr. [redacted] for several weeks, I reached Mr. [redacted] by telephone. Mr. [redacted] stated that he would offer an additional $300. I informed him that we would consider that and respond back to him. My wife and I then continued to attempt to negotiate for a reasonable settlement with Daniels-based upon damages totaling approximately $11,000. After that, my wife and I were never able to reach Mr. [redacted] by telephone, and our emails were not responded to.After several weeks had passed, I contacted Daniels Arizona office by telephone about our claim .When we mentioned Mr. [redacted]'s $300 offer to Daniels management in Arizona, we were told that they knew nothing about any offer for $300. They also stated that Mr. [redacted] was no longer with the company. I later received an email stating that my wife would need to sign a form indicating that this $300 would serve as full and final settlement (Daniels placed these terms on all correspondence sent to us). As we were still attempting to negotiate a settlement with Daniels, we did not respond at that time. However, I have never refused to accept $300 goodwill allowance.  2. Regarding the storage contract document provided by Daniels: there is no charge of any kind listed, nor was there ever any discussion about valuation. Page 2 of the storage contract states the following "Daniels moving and storage is not responsible for any fragile articles injured or broken UNLESS packed and unpacked by its employees." All of our articles were handled, stored , moved, and unpacked by Daniels employees.3. Daniels has attached a customer declaration of value form. I have received two different forms from Daniels. I have attached copies of both those documents for reference. On the form marked number one, the following language is stated: "Daniels offers four levels of liability for loss or damage or destruction of your shipment for local and interstate services. If you do not select an option, by law, you will receive full value protection." I made no selection on this form. According to Daniels agreement language, I should receive full value protection.On form marked number two, I did not make any selection. I have spoken repeatedly with Daniels about this. I am unsure as to who made the marking on line next to the .60. However, certain that neither my wife nor I made that mark. That mark does not match my ink color or my signature marking  in any way. As stated previously, I signed each page that I was scanning and emailing back to Daniels to identify them, but made no selection for coverage on any document. In their words, That entitles me to full value coverage. Further, as Daniels cancelled their initial appointment with us (estimates, walkthrough paperwork)--because the employee forgot that they had a dental appointment--- these matters were never reviewed or discussed.  My wife was told " Not to worry about it." and I was told, "Everything is just movers lingo."   To date, I have received one check totaling  $870. I have not cashed this check as yet, because the attachment says that this is full and final settlement of all claims.  I am still seeking a fair and reasonable settlement.5. On form three (Non Binding Estimate), Daniels has estimated the weight of my belongings at 10,000 pounds. If they are indeed following their own contract language, and wish to hold me to a rate of .60 per pound, then I should be receive a check for $6,000. I would accept that as final settlement.Lastly, I have attached a page marked number four, which is language taken directly from the Daniels website. The following statements-- from their own website-- highlight what my wife and I are appealing to at this time:"Daniel's moving and storage is the innovative leader delivering the finest services worldwide. Through teamwork we pledge excellence and integrity to our customers. We manage every detail with clear communication to ensure superior customer service.""Our team is the new standard for quality, integrity, and innovative strategies navigate our path of market domination, while maintaining a strong commitment to our customers and communities. Flawless execution defines our existence.""Our company goal is to achieve 100% customer satisfaction, every job, every day. We accomplish this by having 24-hour telephone response. We established this procedure 18 years ago as a way of doing business, not just for the large-scale relocation projects.""Every salesman, manager, supervisor, foreman, lead mover, dispatcher and company owner has completed and passed extensive and formal educational training. These are the reasons we can provide the same consistent customer service and exceed our customer's expectations."My wife and I have spent almost a year in our new home with broken furniture and precious items which were destroyed. We have had to hold on to these things pending some form of reasonable and fair settlement.  As customers, we expected that Daniels would deliver on what they promised.  Regards,[redacted]

Customer has several items, I will address each in the order she has listed.

1) Arrived early:  this was the middle of summer, very hot temperatures, our crews start early to load while the temperatures are cooler....

 In the Phoenix area, this is typical business practice for summer months.

2) Dining table: customer thinks we should have used pads on the table while carrying it down the stairs to avoid damages . We are unable to pad and carry as it would make the item too slippery and create a hazard. No damages were claimed on the dining room table.

3) Marks on walls in stairway:  these were repaired on 6/18/14 by our repairman . A copy of Ms. [redacted] signed release is attached indicating "All repairs were made to my satisfaction."  On 6/19/14, Ms. [redacted] called our claims office to inform us that she hired a painter and paid him $200 to repaint as the paint did not match. We were unaware of any problem and had no opportunity to inspect; therefore we were unable to reimburse her for any contractors she hired.

4) Dining room wall marred when removing mirror: yes, but this was repaired.

5) Throw pillow stained : Ms. [redacted] was compensated for this item. See attached settlement letter.

6) Broken items:  on local moves, we use speed-packs, which are rolling bins to move some items. This allows for customer to not pay for additional packing materials. We have compensated Ms. [redacted] for these items that were damaged.

7) Mattress and sofa: customer agreed to accept $150 for cleaning cost. See attached email.  I found companies in the Flagstaff area for her to contact to arrange for the cleaning.

8) Dining room wall: this was also repaired as above. Customer had all 4 walls repainted without allowing us to come back and inspect. We would have been happy to assist if we were notified prior to any re-painting being done.  Customer had signed after repairs were done that she was satisfied.

9) Claims she received no money for broken and soiled items:  Per our attached settlement letter and invoice, a balance due of $211.65 from the move was billed and not paid plus she had a $250.00 deductible that she had chosen. Copy of signed valuation attached. We paid for all items claimed damaged except melted candles, as we cannot pay for items due to the outside temperature as it is out of our control.

10) Stated we did not have repairmen in Flagstaff, per her email (attached),she asked that we allow

$150 for the cleaning and per the attached settlement letter, I provided her with names of two cleaning companies in Flagstaff.

I understand Ms. [redacted] frustration, however, we feel all items claimed were addressed and the settlement was fair based on the valuation she had chosen and the deduction for the charges from the move that remained unpaid. We have since credited her account for the remaining balance due of $22 .65 after the claim settlement as we chose not to pursue collections .

Tell us why here...
[redacted] # [redacted], [redacted], moving from Boise, ID to Surprise, AZ. See attached response.

I am always leery of moving companies (just one negative experience will do that to you). However, Daniel's Moving exceeded my expectations and renewed my faith in this industry. Thanks Daniel, your team did an excellent job!

I was extremely dissatisfied with this company. I am disabled and I would like to say for the record that the young men the company sent to move me, used my disability to their full

advantage. These two young men were inexperienced and did not have a supervisor. One of them had recently graduated high school and this was his first job experience. This company was chosen for me by a representative for the state as they were destroying my home to build an access for the freeway. These young men argued and fought throughout the entire two day move. My furniture and mementos from a lifetime of working and traveling the world suffered at their inexperience and tempers. Due to their incompetence and unprofessionalism I had several thousands of dollars in damages done and medical bills that I had to pay due to my handicap being exacerbated.

This company is very unprofessional and totally misrepresented themselves. I believe that they treated me the way they did because they thought I was just some poor trashy person who the state was relocating and they did not have to treat me with respect. When I tried to contact the company to complain they brushed me off and sent me the wrong forms and gave me the run around in general.

I think a complaint needs to be logged with the Revdex.com so that anyone who wants to can see it.

RE: Claim #...

[redacted]. In due respect,  it is my understanding that two movers from Phoenix assigned from Daniel's moving by Brian H[redacted] who is the dispatcher at [redacted]'s in Boise, Idaho. I believe here are many falsehoods here. I contacted the owner at [redacted]'s in Boise at 9:00 a.m. Phoenix, time on that same date, 8/8/16. I requested to Vanessa, one of the owners at [redacted]'s that she please dismiss the two men and have the replaced immediately. Further more, the driver called his dispatcher several times that same to no avail. The two men caused much damage. Both men were wearing Daniel's T-shirt's. Further more, someone by the name of Zack called me on Friday, August, 15, 2016 from Daniel's to let me know that Daniel's had terminated the two men and that Daniel's would not tolerate such behavior.  Therefore,at that time he apologized, so I could only to assume that the two men are Daniel's employees.
Please note that I do not routinely go around and unjustly accuse anyone. My move would have been very successful if had been for the two men from Phoenix involved in this move. after all, I paid for an executive more but did not receives the necessary services.
Yes, [redacted]'s in Boise, Idaho should bare the brunt of this problem but Daniel's did me a quite injustice. Daniel's whether it be an employee or a reference should only have licensed bond staff and not some untrustworthy and disrespectful people available at their disposal.
Regrettably,

Tell us why here...We were told this shipment was to arrive on our dock earlier, we had this planned to deliver yesterday, July 5th, 2016, however, the shipment did not arrive to our dock from the freight carrier until today.  We are fully booked up through Friday 7/8/16.  We have...

agreed to deliver this on Saturday July 9th without overtime rates to accommodate this customer.  We are only the delivery dock, this complaint should not be with Daniels, but with the agent ([redacted]) or with Atlas Van Lines.  Daniel's was only asked to deliver their shipment on the next available day.  There are a limited amount of crew and trucks available as this is a very busy time of year.

Tell us why here...  Person filing the complaint is the daughter of the shippers.  She was not present for the move.  Claim was filed for a torchere lamp and 3 pieces of artwork that were damaged.  Customer requested to be reimbursed for full value, however, paperwork...

indicates that the shipper did not purchase any valuation, and they chose the basic liability of 30 cents/lb/article for any loss or damage.  The estimate indicates that they only requested we pack one mirror/picture carton, and she was claiming 3 pieces of art that would have needed this type of box.  Our first settlement letter dated January 1, 2016, paid for the torchere lamp and denied the art as we had no paperwork to indicate that we had packed the art.  At this time, we still do not have any proof of who packed the art, but in a necessity to conclude this, we agreed to also pay for the 3 pieces of art.  Daughter still does not agree as she feels she is entitled to full value for all the items damaged.  I am attaching the signed estimate with the signature of the customer requesting only the basic liability.  I have sent this to the daughter on multiple occasions and she continues to respond that she wants to be paid full value.  We are unable to pay above the amount of valuation that was selected prior to the move.  The settlement letter dated 2/8/16 is our full and final settlement offer.  I am hoping you can step in and help her to understand that this claim settlement amount is correct. 

Vickie S[redacted] Daniel's Moving and Storage, Client Services Manager

[email protected]

We contacted the customer this morning to discuss the complaint. We explained that an inadvertent invoice was mailed in error to the customer. We have resolved the situation to the satisfaction of both parties.

I have attached copies of our paperwork with [redacted] having his signature on both the estimate, with no valuation applied, and on the Customer’s Declaration of Value page indicating he agreed to 60 cents per pound per article. I have also attached a copy of the storage contract, with his...

signature which also limits our liability to 30 cents/lb. Mr. [redacted] has never been billed or paid for the valuation charge of $800 which would have been done if he had selected valuation prior to the move. As he selected this lower cost option, we followed normal procedures, sent out a repair firm to inspect the damages and we then paid him based on the valuation he signed for, sixty cents per pound per article.  Mr. [redacted] has not produced any evidence that he chose anything other than this valuation. These documents were emailed and if Mr. [redacted] has any emails to indicate otherwise, he can certainly produce them as evidence that he requested valuation prior to the move for consideration.  While we regret that damages did occur, we must follow the tariff and pay the claim based on the valuation selected.  I have provided Mr. [redacted] with copies of all these documents and we would like to note that we had offered him $300.00 as an allowance for goodwill, which was refused.

We have offered shipper $300 as a gesture of goodwill. This is still available as an option if accepted. We have 3 documents, all signed, that state the [redacted]s did not choose valuation prior to the move. Just like with your automobile, you can't purchase insurance after you have an accident. we are sorry for the fact that there were damages on his move, but we must pay any claim based on the valuation that was selected prior to the move.

Included some items from another location? Ken J[redacted] came to our house to do an estimate of the items and he knew about the items in a “mini...

storage” he didn’t want to visit the storage rather he told us that he added in the estimate quote. Ron gave us the estimated quote for “everything” and “partial” without any details of what this included. We assume that everything means everything we told Ken that day. The King size mattress was incorrectly listed as 2 box springs instead of a mattress and box spring? We have a King Size Therapeutic Mattress and those mattresses have Split Box Spring = 2 box springs. PLEASE CHECK YOUR FACTS AND VERIFY THE ORDER NUMBER [redacted]. In this order you can see that they use 1 King Size Mattress Carton and 2 King Split Carton (for our Split Box Springs). We assured her that we had tagged the items and picked up what Mr. Hernandez had directed?
From: Ron V[redacted] <[redacted]>Date: January 4, 2016 at 10:46:07 AM AST To: Andy <[redacted]m>Subject: RE: Rate for move to Puerto Rico- revised Andy, Everything is now in my customer manager’s hands.  They were scheduled to re-open the vaults and repack the new electronics and get the serial numbers from all the electronics on Saturday.
On Sat, Jan 9, 2016 at 1:18 PM, Ron V[redacted] <[redacted]> wrote: Everything is included on the inventory, I’ll have Sarah send over a new copy. For the insurance you have fill out you own inventory and what the items costs, that’s what the insurance company is looking for.
It is possible that these items may still in the mini storage? Emails evidence show how we claim these items on December 30, 2015 (PRIOR TO BE SEND TO PR). PLEASE VERIFY PICTURES AND OWN INVENTORY OF INSURANCE SEND TO VICKIE S[redacted] ON MARCH 10 ON OUR CLAIM.