Dependable Relo

Again, we are very sorry that the claimant’s expectations were not met during his relocation This is our responsibility and we do take it very seriously, no excuses We apologize that the claimant feels he was penalized by our crews taking longer than estimated due to the underestimation of the weight and services required for his relocation We have agreed to settle the claimant’s issues for $1,as a goodwill gesture for the service issues he described in his complaint This includes taking an additional day for loading, working late into the night, and causing damage to the ceiling in the garage Unfortunately, we are not able to compensate a customer for an unusual but not a damaging situation in regards to the trailer remaining on site overnight Any items that were damaged during the relocation are treated as a separate issue and these items will either be repaired or the claimant will be provided with the replacement value, per the terms of our liability included in the proposal for service and bill of lading Our claims department has received the claimant’s initial claim form and is currently in the process of resolving this issue for the claimant

We are very sorry for the issues that the claimant experienced during their relocation. We failed to meet the claimant’s expectationsWe undershot the time packing and loading would take in order to meet the tight deadlineThe packing crew was not fully on-task or thorough, which didn’t help
the constricted timelineThe service order was set up for one day of packing, one day of loading, a day for holding the shipment, and a day for delivery. The loading went well into the night (PM or midnight) and the crew returned the next day to finish loading. Our policy for a delayed loading, for any reason, is $100/day customer compensationOur contract with the claimant was a “not-to-exceed” pricing estimate and the packing charges were calculated on a per box basis. On a “not-to-exceed” estimate the price remains the same, even if the weight of the shipment exceeds the estimation and/or more packing materials are required to complete the moveOn the claimant’s move, both the weight estimated and the overall box count packed by our crew was higher than estimatedThe actual weight of the shipment was 22,lbs and the estimated weight was 18,lbsBecause of this, we are unable to refund for the packing crew labor or materialsHowever, we did speak with the claimant and offered to reimburse him for patching the hole in the garage ceiling that the packing crew was at fault forHe stated the cost was minimal and did not need reimbursement. In speaking with our loading crew, they stated the claimant did not load any items that we were contracted to move. As part of the terms of our moving agreement, the claimant elected to load his own vehicles with items he agreed to transport which were not included in the original contract of servicesBecause of the variance in reports on what happened at loading, we are siding with the customer and offering monetary compensationIn regards to the trailer remaining at residence, while this is unusual, there was no harm or damage done to the customer or new owner of the home. Also, please note in the complaint, while the customer was not happy with the packing crew, “the loading and unloading crews were extremely polite and professional and as careful as they could possibly be at all times”As it relates to the credit card charge, our credit policy was communicated to the customer verbally and in writing on August 22nd, and states, “Your credit card will be authorized hours before load date to confirm that the card is active, in good standing and the necessary funds are availableA hold will be put on the funds for the amount on your estimateAfter your shipment is loaded, your card will be charged the amount on your estimate.” This policy was followed during the claimant’s relocationContractually, the only monetary payout to the claimant we’re obligated to pay is the $for the one-day, delayed loadingHowever, we feel the additional cumulative issues (missed packing of a cabinet, working very late into the night one day, varying reports on loading day, and the damage to the garage ceiling) warranted a total $1,payout on our part to the customer, as well as performing a debris pick up for free, typically a $charge. Currently, the customer has refused our goodwill offer, and is seeking additional compensation that we feel is unwarranted given the services rendered, along with the equipment, materials and labor used to complete the move

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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the facts are not addressed. The company made all assertion from the day of initial complaint that they " would make it right" and we were expressly told by the salesman that our credit card would not be charged until the situation was resolved. I will nderstand contracts and find it insulting to have line and paragraph quotes when the sales professional we had trusted told us something different.  There is an appearance that the company is wanting to penalize us for their salespersons inability to quote the move accurately. It is not the consumers fault that the salesman underestimated the weight, however by doing so he placed all employees we encountered in a difficult position. Yes I did state that the loaders and unloaders were as careful as they possibly could be, my goal was to acknowledge the difficult circumstance they had been placed in, instead the company tries to somehow twist it to use against me. No one in this company has taken accountability. They have made excuses. Yes our household good staying on the driveway of the home we no longer owned do not cause a problem to either is or the new owners, THAT WE KNOW OF, we do not know what happened to that truck overnight as it was not secured as we had been advised it would be and as we were charged for it to be. my complimenting of the loaders and unloaders does not negate the fact that damage was done to our property and we worked harder than we have ever worked on any move, especially those while on active duty  the good will offering of approximately a 13% discount on the 8000 is insulting in that the damage to our household goods is greater than that  and yes we did purchase additional insurance for our goods and now have to lose more time from work to deal with the estimate and review process  all the while our refrigerator does not hold a seal.  We are asking for 25% off the rate of 8000, this does not seem excessive in light of all that we have endured.  i find it frustrating that the company refuses to acknowledge the issues that happened at their hand  it is never acceptable to leave and 18 wheel trailer in the driveway of a home that is owned by someone other than your customer without permission from the owner  no one has acknowleded that, nor has anyone acknowledged the disregard for personal property, including our ceiling which one of their employees stepped through and chose to leave without saying a word to either side or her colleagues.  It is beyond me how this company has continued to remain in business if they provide all customers the level of customer service or specifically the lack of customer service that we have been met with  
Regards,
[redacted]

Again, we are very sorry that the claimant’s expectations were not met during his relocation.  This is our responsibility and we do take it very seriously, no excuses.  We apologize that the claimant feels he was penalized by our crews taking longer than estimated due to the underestimation of the weight and services required for his relocation.  We have agreed to settle the claimant’s issues for $1,000 as a goodwill gesture for the service issues he described in his complaint.  This includes taking an additional day for loading, working late into the night, and causing damage to the ceiling in the garage.  Unfortunately, we are not able to compensate a customer for an unusual but not a damaging situation in regards to the trailer remaining on site overnight.   Any items that were damaged during the relocation are treated as a separate issue and these items will either be repaired or the claimant will be provided with the replacement value, per the terms of our liability included in the proposal for service and bill of lading.  Our claims department has received the claimant’s initial claim form and is currently in the process of resolving this issue for the claimant.