Dermot Goeghegan - Contractor

We regret to hear about the issues and feelings expressed by customer [redacted] Our office, who booked the move, has never been contacted by [redacted] or his wife to discuss or address any of the issues stated On 8-an estimator went to residence to confirm what items were moving, created an estimate based off those items and then provided that estimate and Estimate Inventory detailing items that were stated as shipping at that time It was requested to have the [redacted] ’s review the documents to confirm accuracy as approximately 2/of their house was to move and 1/was to stay The estimate and inventory did include moving heavy tools and a 1,gun safe which are what they are stating was not taken into account Their move costs are based on the total weight of what they chose to shipBy adding things like the pool table which they said was NOT shipping they increased their weight and costs They requested to have items delivered to a self-storage unit they setup since they wanted access to their items Again, we are sorry they feel they were not treated fairly during the move process but they were only billed for the services they requested and utilized

*** *** was a client of ours who we serviced for an interstate move. His needs were assessed and a contract for services was written that aligned with those needs. The Allied driver who was assigned for his move did not have the needed space to move all of Mr***s items.
This left an over-flow. Our operations was notified late in the evening of this over-flow which we sent a truck and crew to service. Mr*** asked the driver of this truck when his over-flow items would arrive and was not satisfied with the answer so he would not allow our crew to collect those items to finish his move and made them leave. At that point, 9:pm he contacted Jason B*** to see what his options were. Jason B*** explained what options were available at this point, how they would impact his delivery and how to file a delay claim. Mr*** had rented a *** to move items that he wanted with him and furniture that was not part of our estimate. Jason B*** suggested that Mr*** swap items he planned to take with over-flow items he insisted he had to have. Mr*** would not accept any information, recommendations our council. He continued to yell and become obscene until he hung up the phone. We arrived the next day to collected the over-flow items and there were processed and transported as promised. Any damage or missing item claim will be processed per the insurance policy that is written and has been explained

I have reviewed the email communications, estimate provided, signed estimate, driver paperwork, folder with paperwork and the system to see what occurred with this move
7/23/an estimate was provided for the requested packing and moving servicesIt was detailed this would be a company paid
move so a TPG/ EOS or Guaranteed Price estimate was providedThis was explained as companies will require an estimate to have a Guaranteed or Fixed price in order to approve for services and estimated costs
7/27/the estimate was returned signed to me via email
7/30/a request to change the Valuation from a $deductible to a $deductible was made
o Dates for services were changed as well
Original Packing 10/12/Loading 10/13/
New Dates Packing 10/10/Loading 10/12/
This was the last communication had that detailed any changes or adjustments for the scope of services, dates or pricing
10/28/a follow up email was sent by *** to see how the move went and see if anything was left outstanding
o *** wrote back stating items had damage but a claim was in process"Question I have is regarding the final chargeIt is my understanding that the volume that was estimated and the actual volume was different and that I should get overall a lower charge and would receive some money backCould you please let me know if that is correct and if so, when I would receive the final numbers."
11/23/a follow up email was received from *** about a possible credit
o *** responded that the estimate and move was a Total Price Guaranteed
o *** responded and felt this was not acceptable; "Also, it is not my fault if your company is not able to come up with a more exact estimateI will also contact my employer and make sure not use your company anymore for all their corporate relocations."
o *** responded with information for Customer Service
o Response from ***;
"I will contact Customer Service
The contract definitely states that this is an estimate, the packers and the driver confirmed that this is not my final chargeIt is not my fault - and I am not willing to pay - for a weight estimate that is almost double of what it actually wasIf your company doesn't have the resources that is able to estimate weights that are realistic - again not my fault and I am not paying for an estimate that is double of what it actually wasI am not accepting the charge of almost $4,based on around 4,poundsMy actual weight was 2,poundsThe material was more than the packers needed - for some box sizes again almost doubled
If we cannot come to a solution about this I need to escalate my next steps, one of them being disputing the charge to my credit card until this is solved
So, please get me in contact with your management
I am very serious about this."
IN SUMMARY;
The walkthrough was performed, moving options and estimate options were discussed with the customerThe move was detailed as being a company paid moveAs a result a Fixed Priced/ TPG / Total Price Guaranteed estimate was providedThe scope of services, dates and format for pricing was accepted and signed for by the customerThere was no other format for services requested or agreed upon during the duration of this moveIt was stated that packers and driver stated that this is an estimate and not her final chargesThis is not correct as the provided estimate, signed estimate and paperwork will show that a fixed priced estimate was provided, accepted and utilizedThe estimate once signed, becomes an order for serviceUnder a Total Price Guaranteed there is no adjustment on pricing, regardless of packing or weight adjustments, up or down
Thank you,
*** ***
Director of Sales
Cell: ***
www.greatplainsmoving.com
www.compassallied.com

The company can only restate the earlier explanations and response
Customer accepted the calculated price and dates of service and signed the Order for Service based on the price and datesIt was after the shipment was loaded that customer requested a reduction of the priceThe interstate van line driver and the van line are already paid based on the original agreed upon priceThey are not paid based upon an estimated weightIt would not be fair and is not possible to change the pricing to these parties after the moving service was performed
On small moves like this customer's, the major expense is fuelThis expense does not change just because the weight of a shipment is less or moreThe miles and time needed to drive her shipment to Virginia remain the same regardless of weightThe driver's truck payment, licensing, insurance and permits remain the sameThe majority of cost associated with any shipment is a fixed expenseThe van line is not allowed to be late with a customer's shipment just because it may have occupied less space on a driver's truckThe van line may not attempt to wait for another even smaller shipment to fill a theoretical vacant space on the vehicle
We regret we are unable to satisfy customer's continuing requests for a reduction to the original pricing committed to her

(The consumer indicated he/she DID NOT accept the response from the business.)
I understand what I signedWhat I don't understand is that the estimate was way off reality and that is not acceptableI understand that there is variance up or down but not double the actual weightThat is not acceptable

(The consumer indicated he/she DID NOT accept the response from the business.)
Great Plains did not drive my belongings right away - they were delaying it due to the fact that there was still room for another move on the truckSo, the explanation that the fuel charge are the same no matter if the truck is full or empty does not apply to my caseI received multiple calls from the driver stating that he has to wait to get the truck fully loaded and unloadedI still feel I should get a partial refund

*** ***My name is *** *** I am the President of Great Plains Moving and have been in contact with the Director of Purchasing forthe University of Colorado and our manager *** ***, throughout the course of the delay on your move The manager of National Account Services at
*** *** *** *** is aware of your delay and the manager of operations planning for the western US is not only aware of your delay, but has your shipment assigned to a driver as of hour ago You may call me on my direct dial line ###-###-#### to discuss further if you wish.Your move is not a consumer move with *** *** *** *** (***) The University has contracted with *** to provide relocation services for their new employees Part of the *** contract with the University provides for compensation to you should there be an unfortunate delay The household transportation industry that it is not an exact science During the peak season of the summer months with multiple families on board every driver, issues can occur to cause over capacity Sometimes a mortgage closing delays a driver from loading or unloading Sometimes a family takes more items and space on the trailer than they contracted for (Do we leave the added items on the street?) not leaving room for the next shipment on board This is why the University wisely has a delay compensation clause in the transportation contract.*** *** confirmed with you yesterday you have scheduled your delivery in to a public storage unit While first impressions would ask"What is the urgency for a shipment going in to storage and not to a residence?", I am sure you must have other items within your shipment you plan to retrieve from storage (clothing?) I am also concerned, due to your sense of urgency for a delivery that perhaps this shipment is not going in to storage Although *** *** has twice confirmed with you the intent to place your items in storage, she will be checking with you again to ensure this is really what you intend to do and there is not also an apartment or home address involved.At this time, Allison Lewis and I are waiting and trying to understand from the head of *** *** operations why the first driver assigned to you refused to load you and did not inform us or ***, did not accept the assignment, and continued loading the other families scheduled to go on board with you. The back up or second driver assigned this shipment could not possibly deliver on time due to the other families on board and their delivery schedules. We involved the director of national account customer services for ***.I don’t know how to value the inconvenience this places on you but you can be assured the van line will be compensating you in accordance with their transportation agreement for your delay I already notified *** they will have a delay claim filed *** *** and I want to ensure you are as comfortable as possible during this delay She will be sending you the information after delivery for you to file for your delay claim.I apologize your shipment was refused by the first driver. After a busy summer of University transfers with few issues, this is disappointing. The opportunity to have provided services to you and the University this summer is highly valued and most appreciated. Let me continue to monitor this and make sure we recover the best way possible.Thank you.*** ***President

Please review attached settlement letter from York Risk Services, administrator for the insurance carrier. Their adjustor and senior staff investigated this claim and determined damage was not caused by our company moving crew

Complaint: ***
I am rejecting this response because: I don't know who *** *** *** *** is, as the complaint I submitted was again Great Plains Moving and Storage Great Plains is who charged me for the move, and that is who I have a the complaint against
Sincerely,
*** ***

The records on this particular interstate shipment with *** *** *** indicates the following: This shipment was in our storage with our company Compass Moving and Storage from July through October 6, On October it was released to a driver for *** *** *** (not our
company). This customer had a balance due on their account It is required under interstate tariffs governed by Federal law the carrier collect charges due by certified funds The driver for *** *** *** did exactly what was required under law and his carrier's requirements In an effort to take care of this customer, the move coordinator at our company's risk allowed our company to assume the collection responsibility The van line collected from our account with them instead of their customer The customer finally sent us a check to pay their obligation It arrived October 24, This person owes Mrs***, her move coordinator at our company, a thank you, not a complaint with the Revdex.com

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. To clarify, however, please note that I did indeed call [redacted] about this issue with the driver's rudeness and the inconsistencies from my estimate and they told me that there was nothing they could do since the invoice came from Compass. I was told that any resolution would have to come from the entity who invoiced me. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I want the public to know that Compass Moving does not care about the needs of their customers and offered no realistic option in order to receive my belongings. The only party subject to the contract is the customer, there isn't any punishment to the business if they can't fulfill the original terms of contract. Sounds to me like they knew from the beginning that all of my items would not fit on the truck. I feel the sales rep should have, at the very least, spoke to me about this and/or scheduled another truck and driver.
Sincerely,
[redacted]

We regret to hear about the issues and feelings expressed by customer [redacted].  Our office, who booked the move, has never been contacted by [redacted] or his wife to discuss or address any of the issues stated.  On 8-26 an estimator went to residence to confirm what items were moving, created an estimate based off those items and then provided that estimate and Estimate Inventory detailing items that were stated as shipping at that time.  It was requested to have the [redacted]’s review the documents to confirm accuracy as approximately 2/3 of their house was to move and 1/3 was to stay.  The estimate and inventory did include moving heavy tools and a 1,000 gun safe which are what they are stating was not taken into account.  Their move costs are based on the total weight of what they chose to ship. By adding things like the pool table which they said was NOT shipping they increased their weight and costs.  They requested to have items delivered to a self-storage unit they setup since they wanted access to their items.  Again, we are sorry they feel they were not treated fairly during the move process but they were only billed for the services they requested and utilized.

Ms. [redacted] moved with [redacted] and their driver Mr. [redacted] driver number [redacted].  We are [redacted], the agency that arranged for Ms. [redacted] to move with [redacted].  It will be necessary for Ms. [redacted] to redirect her issues with their driver to [redacted]...

and their customer service center at ###-###-####.There may be some confusion regarding Ms. [redacted]'s packing.  We can clearly see on her paperwork the driver packed two box springs and her king size mattress.  In other words he packed three mattress/box cartons, but not two beds.  In an effort to assist Ms. [redacted] in paying her bill, we granted a credit for her packing charge and absorbed this charge ourselves.  Ms. [redacted] then paid the balance owing [redacted].Ms. [redacted]'s contract with [redacted] was to move the 81 items on her estimated cost of service.  The driver loaded 134 items.  All these additional items did generate an additional billing of $666.23.  Ms. [redacted] paid $555.92 last week and we wrote the remaining balance off to bad debt expense.  The contract with [redacted] clearly states the credit period is 30 days, but it also does not state if more time is granted the charges are not due.  Our company immediately extended credit as we wished to audit the charges, make sure they were accurate and we also had to wait for her Allied driver to turn in his paperwork so we could all have the original documentation.We are sorry Ms. [redacted] is not satisfied with her moving services from [redacted] but believe her issues need to be redirected.