Diehard Movers Denver

The customer was aware of the full evaluation insurance option, not only do we disclose that information upon booking but the information is provided on the email estimate that was sent out to the customer when they booked the reservationCustomer waived the insurance on all items as well as didn't purchase the full coverage insurance prior to the moveWe are willing to offer $to the customer for the TV, which is more than what would have been offered if the customer didn't waive the insurance at cents per pound We definitely want to help the customer out by offering $we just want the customer to be aware that there was guidelines that were not met prior to the move and by waiving the insuranceWe do apologize about the inconvenience and the TV being damaged but that is why we offer the customer opportunities to purchase the full coverage insurance during the initial call as well as sending the email estimate with all appropriate information

Revdex.com: Although it is not exactly the resolution I hoped for and purchase of insurance was never offered to myself or my wife, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

To whom it may concern, The customer called and requested movers at the time he scheduled the next part of his moveThe day of his move we advised the customer that of the movers got a schedule change and they were off that day and the other one called into work that day and we had to send other professional movers out to himAt that point he got angry and started threatening our office stating if his move doesn't go good that we are going to be "sorry", at that point I advised the customer that if he is going to continue being hostile and abuse our team we are going to ask the movers to come back to our warehouse and not complete his moveOur movers got his move done in a timely mannerA couple days later he called our office and told us that the movers didn't set up his sleep number bed and he thinks its broken, at that point we advised the customer that they signed off on the insurance for all of their items, that we are not reliable for any damages that accrued because they signed off on the insuranceI also advised the customer that even though they signed off on the insurance for the items that out of kindness we will send our repair guy out to take a look at the bed so that we can help them outWe sent a repair tech out ASAP to fix the bed and put it back together successfullyA week later they called back and stated that their TV was broken, we asked if they had the TV was in the original box when the movers moved it and they stated noWe referred back to the email estimate that was sent out as well as the contract that they signed that "all unpackaged untested electronics such as TV's, Computers, Game Systems, Sound Equipment, ectare not covered'We also advised them not only does the contract that they signed state that we do not cover TV's that are not in the original box, but they also waived the insurance on all of their itemsThe customer stated that they don't remember signing off on the insurance waiver we advised that we can send a copy of the contract over and they declined Attached is a copy of their contract that they signed going over the terms of service as well as where they signed off on the insurance

We do apologize about the inconvenience we are willing to offer $*with a sincere apology from the business and the mover that used your bathroom. The movers completed your move in hours and you received a discount for your move with the grouponWith the $*compensation and the *** discount you received a total of $11*Again, we do apologize about your experience and hope we are able to make it right

Complaint: ***
I am rejecting this response because: They should have already started the claim when I called on November 18th as they stated they wouldIf the company takes complaints seriously, then I should have gotten an email that same day that I called, and this issue would have already been resolved by nowIt has been a month since I received the service on November 12th and my complaint has not been resolvedAlso, I would like to reiterate that I contacted the company days after the service to report my complaint although they stated that I called "more than two weeks" later to complainIf this company takes complaints seriously, they would not fight back with a LIE when I have evidence of the call and no email to date. A concern that should be shared with the Revdex.com: This company seems to be falling back on undocumented policy and procedures for handling claims which I have reason to believe that they are using that excuse to prolong the reimbursement of $14* that I am requestingAdditionally, they lied numerous times on the initial response to my complaintI will highlight them below: “ To whom it may concern, We completed a move for *** ** which the move started at 12:30pm and completed on 3:06pmThe move took hours (((( The movers actually completed the move in hours in which he verbally stated to me before going back to his truck to do paperwork )))) at a total of $12*/hr and the customer had a *** which took a total of $12* off the total bill leaving the bill at $2*with a $gratuity (((( I still paid $for the *** so I did NOT get one free hour, I paid a total of $+ $2*+ $))))She called us more than weeks after the move (((( I actually called days after )))) to provide some feedback and request a refundWe advised customer that we can start a claim for her and get statements not only from the movers that were on her move but a statement in writing from customerOnce a claim has been started we are able to determine discounts if we are able to offer anyWe will be more than happy to provide a resolution to customer and start a claim for herWe did send an email to the email address on file the day that she called in (((( I did NOT receive an email on November 18th regarding my claim )))) to address her concerns, if she didn't get the email we can definitely re send that Thank you, *** “The only way to resolve this issue is to reimburse me $14* Sincerely, *** **

To whom it may concern, We completed a move for *** ** which the move started at 12:30pm and completed on 3:06pmThe move took hours at a total of $12*/hr and the customer had a *** which took a total of $12* off the total bill leaving the bill at $2*with a $gratuityShe called
us more than weeks after the move to provide some feedback and request a refundWe advised customer that we can start a claim for her and get statements not only from the movers that were on her move but a statement in writing from customerOnce a claim has been started we are able to determine discounts if we are able to offer anyWe will be more than happy to provide a resolution to customer and start a claim for herWe did send an email to the email address on file the day that she called in to address her concerns, if she didn't get the email we can definitely re send that. Thank you, ***

The customer was aware of the full evaluation insurance option, not only do we disclose that information upon booking but the information is provided on the email estimate that was sent out to the customer when they booked the reservation. Customer waived the insurance on all items as well as didn't purchase the full coverage insurance prior to the move. We are willing to offer $100 to the customer for the TV, which is more than what would have been offered if the customer didn't waive the insurance at 60 cents per pound.  We definitely want to help the customer out by offering $100 we just want the customer to be aware that there was guidelines that were not met prior to the move and by waiving the insurance. We do apologize about the inconvenience and the TV being damaged but that is why we offer the customer 2 opportunities to purchase the full  coverage insurance during the initial call as well as sending the email estimate with all appropriate information.

When we sent a repair tech out to repair her damages we did not hear back from her at all. We then reached out to [redacted] because she had posted a negative review online to see if there was anything else that we can do to help her out. She then demanded that we provide her with a full refund for her...

move including the tip that she provided the movers. We offered her the 60 cents per pound for her damaged item which is the state regulation for all moving companies.  She was aware of the default coverage of 60 cents per pound because it clearly states that in her contract that she signed. If the full evaluation is not purchased prior to the move it defaults to 60 cents per pound. There was not additional insurance purchased by [redacted]. She then declined our offer. We then looked at her contract and her move with DieHard Movers was only for 2 hours at $169/hr. the groupon covered the first hour, which made her total to $169. We don't know where she is coming up with $500 but her move with DieHard Movers was not $500. We are not sure if she had another move prior to moving with DieHard Movers. We have tried to resolve her issue not only getting her item repaired but offering her a reimbursement of 60 cents per pound.

Revdex.com:
Although it is not exactly the resolution I hoped for and purchase of insurance was never offered to myself or my wife, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 17, 2015/10/02) */
THis is [redacted] from DieHard Movers we do apologize for the delay, however we refunded Mr. [redacted] $278 to his card because we charged him twice. We refunded Mr. [redacted] on 06/10/15. We have not heard anything from him since.

[redacted], Thank you for reaching out DieHard Movers Denver. I do apologize for not getting back to you sooner, there has been a change of management within the past couple months.Are you able to send in photos of your damages? The receipt for the damaged dresser?I am reaching out to you to let you...

know, I will be following up with the Revdex.com on your case as well as [redacted] regarding the charge back.Again, I do apologize it has taken so long, but we do have every intention to make things right for you, our customer.Thank you [redacted]
 
 
[redacted]

To whom it may concern, The customer called and requested 2 movers at the time he scheduled the next part of his move. The day of his move we advised the customer that 1 of the movers got a schedule change and they were off that day and the other one called into work that day and we had to send...

other professional movers out to him. At that point he got angry and started threatening our office stating if his move doesn't go good that we are going to be "sorry", at that point I advised the customer that if he is going to continue being hostile and abuse our team we are going to ask the movers to come back to our warehouse and not complete his move. Our movers got his move done in a timely manner. A couple days later he called our office and told us that the movers didn't set up his sleep number bed and he thinks its broken, at that point we advised the customer that they signed off on the insurance for all of their items, that we are not reliable for any damages that accrued because they signed off on the insurance. I also advised the customer that even though they signed off on the insurance for the items that out of kindness we will send our repair guy out to take a look at the bed so that we can help them out. We sent a repair tech out ASAP to fix the bed and put it back together successfully. A week later they called back and stated that their TV was broken, we asked if they had the TV was in the original box when the movers moved it and they stated no. We referred back to the email estimate that was sent out as well as the contract that they signed that "all unpackaged untested electronics such as TV's, Computers, Game Systems, Sound Equipment, ect. are not covered'. We also advised them not only does the contract that they signed state that we do not cover TV's that are not in the original box, but they also waived the insurance on all of their items. The customer stated that they don't remember signing off on the insurance waiver we advised that we can send a copy of the contract over and they declined.  Attached is a copy of their contract that they signed going over the terms of service as well as where they signed off on the insurance.