DeVries Moving Packing Storage

As per our previous response, we have offered to have the table replaced based on its current value, which would be the condition the table was in prior to our crew damaging it Because this option was refused, at this time we are offering an appearance allowance of $based on the estimate we received for repairs (please see attached) We still have not received pictures of the other items claimed as damaged Thank you, Leanne B [redacted] DeVries Moving & Storage (509) 924- ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In regards to Mrs*** complaint, the estimated cost of services was based on actual time and materials. The final amount she was billed for was $2186.22. After learning that Mrand Mrs*** had experienced some issues with their move, we reduced the bill by $making it
$which they agreed to pay. The crew arrived late due to weather conditions on the South Hill Mrs*** did label some of the items, however the crew still had many questions because the labeling was very confusing. Mrand Mrs*** stayed in their vehicle throughout the majority of the move, making it difficult for the crew to clarify what they wanted packed In regards to the dining room table, the crew did cause a crack in the truss and we offered to have it repaired. The repairman’s estimate stated the repair would be “sound but not absolutely invisible”. The customer refused because it would still be visibleThere was pre-existing damage to the same area of the truss which, according to Mrand Mrs***, was caused by a family pet. Mr*** asked the repairman if he could improve the appearance of the chewed area, and we agreed to include that in repairs, however Mrs*** refused , stating it was “part of their family history”. Because she refused repairs, we then offered replacement. She stated the value of the table to be $2500. Per Washington State Tariff 15-C page 19, we reserve the right to have the table appraised for its current market valueAgain, Mrs*** was not in agreement. I asked Mrs*** for pictures of the other damaged items and have yet to receive them
We truly feel we did offer everything we could to Mrand Mrs***. We would be happy to continue working with them to resolve this issue
Thank you,
Leanne B***
Claims Processor
DeVries Moving & Storage
(509) 924-

As per our previous response, we have offered to have the table replaced based on its current value, which would be the condition the table was in prior to our crew damaging it.  Because this option was refused, at this time we are offering an appearance allowance of $250 based on the estimate we received for repairs (please see attached).  We still have not received pictures of the other items claimed as damaged.
Thank you,
Leanne B[redacted]
DeVries Moving & Storage
(509) 924-6000
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com and [redacted],I have reviewed the response made by DeVries's representative in complaint ID [redacted] and have determined that this does not resolve my complaint. No offer has been made by DeVries other than "we reserve the right to have the table appraised for it's current market value." That is a claim, not an offer. We purchased replacement value insurance, not current market value insurance. While they can "reserve the right to have the table appraised" this does not mean they must. We feel we got the run around on this. We took time out of our day to have a furniture repairman come see the piece of furniture to find that it could not be repaired to its former state. Ultimately, we are in negotiations with a company that does not honor written contracts or its word, yet we are being asked to do more for them. 
In this response from DeVries, the company states we paid the bill. We paid under duress - meaning that when contacted by phone they would not discuss the damage until the bill had been settled. I disagreed with the amount and was, frankly, shocked that they were only willing to take $300 off a bill that totaled nearly $2200 when our estimate was $1400 - more than double.  I should not have been put in this position. A response to the remainder of their response:
1. DeVries claims the crew arrived late due to weather on the South Hill. There were no adverse weather conditions. In fact, the crew stated they were just running late and left a message to that effect. They did not arrive until 9:30.
2. I labeled all items to be moved by specific item or area i.e. "everything in this closet". My husband and I took the crew through the main floor of the house which is 1400 square feet and the bathroom upstairs (the rest of the house was damaged) and verbally went through the entire move.  We specifically stated no rugs were to come but every rug, including damaged ones, did. We specifically stated no appliances. One appliance showed up. This is in addition to boxes and boxes of items that they packed up AND in addition to items that never made it. We spent our own time going to take things back and pick them up for the first few days afterward. Further, we were in the house for the first hour. I saw one of the workers upstairs on two different occasions talking on his phone and not working; he was later replaced by another worker. We specifically stated we would then get out of their way but be sitting in our car should they have any questions. At no time did they come to our car. In fact, we checked on them for the duration of the morning because we were concerned they were going very slow. 
3. The claims processor states that the crew "did cause a crack". They broke it in half. They then glued and taped it and said nothing.  The furniture repairman stated they caused more damage by doing this.  The statement the company makes about damage already done to the table is irrelevant; it does not address the fact that we paid for replacement cost of our goods.
4. Per the RCW, the company can "reserve the right" to have the table appraised. It does not mean they must. Again, we paid nearly $200 of additional insurance for replacement value of our damaged goods, the table being only one of the items though the most expensive. In general, a customer claims a specific item, the price they paid, depreciation is then applied and an initial check for the remainder is paid by the insurance company. Then, once the customer replaces the item, a receipt is submitted for the difference to be paid out. 
The company's workers spent a significant amount of time packing items that should not have been packed, moved the items and brought them to our new home - all very slowly. There is no way to really even determine what we should have been charged.  What I do know is that the company's representative stated we would be taken care of.  It seems illogical to work with a company that did not do its job properly but then charged us significantly more than the estimate ($400 more). It seems illogical to work with a company that condones dishonesty. It seems illogical to work with a company that offers insurance but does not pay for items. It seems illogical to work with a company that does not keep its word. This was a very simple move that has become a nightmare.
Thank you for your work on this, [redacted].[redacted]

Revdex.com and [redacted],We reject the final offer from DeVries. As stated in their response, they are working from "current value" for their offer. We paid $170 for replacement value of our goods, not current value. We have contacted our credit card company and, if it is not resolved in that capacity, we will take it to small claims court. Thank you for your time, [redacted].Regards,[redacted]

Review: On August 1st, 2014, I hired Devries Moving Co to help me unload a [redacted] truck that I loaded myself and drove from [redacted] to my new residence in [redacted]. During my telephone call with [redacted], he said he could send two guys to assist as I requested, he did request I pay them cash and they would be charging a 4 hour minimum to the total of $120. During the time the gentlemen were unloading my truck, they asked me how much of said truck I would like them to unload. This struck me as quite odd, I responded my telling them [redacted] told me it was a four hour minimum, so I told them we should be able to unload just about all of truck in that amount of time, especially since I was helping them. The two gentlemen seemed very nice and were personable, as well as had t shirts with the Devries log on them. After only two hours, the two guys left, I was in shock when they were telling me this, which is why I didn't proactively seek mediation at that time. I called [redacted] a few weeks later for resolution. He said he couldn't help BECAUSE THEY WEREN'T EVEN DEVRIES EMPLOYEES. This was quite alarming for obvious insurance reasons, they even completely broke a shelf of mine, I wouldn't even be able to file claim under these circumstances.Desired Settlement: During my conversation with [redacted], I expressed how upset I was that people were sent to my residence under the pretenses of being insured bonded Devries employees. Under the circumstances, I said it would only be right of this company with an A+ rating with Revdex.com, to refund the amount I overpaid these people. I paid for four hours worth of work, and only received two.

Business

Response:

from time to time people that are moving themselves call our offices asking if we could provide labor to help them load or unload their rental truck. We have a list of lumpers that are independent contractors that provide this type of service and we put these folks in touch with each other. in this case we did not provide any billable services to this customer.

thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I have stated in my original complaint, they did not put us in touch with each other, he sent the two men to my address, never told me they were not bonded insured employees of Devries, they even showed up in Devries shirts. If I had known they weren't insured employees of Devries, I would have never allowed them in my home, or to carry heavy items up stairs. This is extremely bad business practice, he even told me to pay them cash at time of unloading. Given this circumstance, he assumed responsibility for them by not telling me they were not his employees. I want a refund of the amount I paid with no services...$60 for the two hours I paid for with no services rendered.

Regards,

Business

Response:

again my original response is what I remember happening to the best of my knowledge. I am sorry if there was a misunderstanding but as far as I can tell we did not provide billable services to this customer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Not good enough, now let's bring this matter to a close

Regards,