District Moving Companies, Inc

This is a military non temp storage claim, this means that *** *** (the member) is not our customer the military (***-FtBelvoir/***) is our customer and we have to follow the rules and claims procedures that exist with that contract. Under the contract we have with our
customer the military: We the mover make first offer within days of receipt of claim and either fix or offer monetary settlement with the member ( the person the military moved). If resolution is not resolved or accepted by either party the member is required to go to the local military jag claims office for them to settle and or make resolution directly with the memberThen the claims office for the military contacts us the mover and we make any restoration for the settlement back to the Department of Defense As and officer in the US** *** *** is aware of this the claims procedures and that we are still within the contract paramaters as she had to sign documents with the military to accept this when her shipment was set up through them That being said, we received *** ***’s document called 1850/form which are required by the military contract in order for her to file a claim, came back to our office late on the 6th and was sent to the general manager to review on the 8th. *** *** called in the meantime, and advised that she had filled out the form however, she saw additional damages in a loose leg and support screw was missingShe was asked to send an email and or US Mail so that there would be a time/date stamp and to include with any pictures or any additional information on the items she was claiming so we could add it to her 1850/form. That once it was received it would be reviewed and if the item damage did not match up with the inventory taken at the time of pickup then we would send a third party company out to evaluate the repairs, do such repairs and or give estimate on any items deemed unrepairable This claim was then turned over to the third party company, *** *** was advised on the 8th that the third party company would contact her directly once the claim was finished being reviewed by our office. *** *** was advised on the 12th that a third party furniture company was contacted and that they would contact her directly which can take up to business days that they would set up an appointment that is equitable to both of them Some of the items she is claiming were noted with the damages at the time of pickup and *** *** signed the inventory agreeing to these damages in when the items were stored We are awaiting back the information from the 3rd party service that is to assess her claim in order to proceed under our contract with the military. The military is our customer and we follow their guidelines for claims resolutions All Military members are advised in briefing prior to moving that if they do not get resolution or do not agree with the claims process, repairs, monetary offer etcthey are to contact the military claims office or Quality control at *** for them to resolve the issue. We the mover then work directly with the military claims office and not the member This claim is still within the parameters of the contract for resolution as it has been business days since the delivery. A third party furniture company was contacted to contact her to and examine and repair items as requested. The third party company has advised us that they have tried to contact the member to set up an appointment. *** *** was advised to contact the JAG office if she was not satisfied with our handling of the claim, this was by us and is in the contract she signed with the military at the time of her move. The 1850/form from the military gives *** *** the instructions on claims and filing along with her contract with the military All this being said, *** *** is not our customer, the military is , the military has contingency plans in place if the member does not agree to our handling of the claim and our contract allows us up to days to resolve the claim once the 1850/form is received

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Reading last response, the company response made no sensehere are the quotes from the response:
Mr*** was not our customer the military is
This is a military DPM local move claim, this means that Mr*** (the
member) is not our customer the military (Norfolk Naval base) is our
customer and we have to follow the rules and claims procedures that
exist with that contract
Yet they go on to say:
Under the contract we have with our customer the military: We the mover
make first settlement with the member (person the military moves)Their offer of dollars would not even cover the cost of one item that was damaged. Why would I even have considered that offer. Item in question was a tv that was damaged. So their response is I was not the customer but under contract yet they make first settlement with the member. Why then if I am not the customer then would first settlement be made with me. Would not the first settlement be me filing paperwork through the military. But I can see that this is not getting any wheres and therefore feel that it is pointless to pursue any further contact with the business.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the company has not conveyed any of what they claimed they've conveyed to you to meThey have not explained their processThey have not communicated the plan to meThey have not responded to any emails or provided any information when I callA furniture restorer showed up to my home (yes after a call ahead)That visit was not okHad the company actually taken my claim they would know he wasn't able to handle the issues with the furnitureI've now wasted a morning off from work and still have no resolutionYes, I am a military officerYes, I understand processesI am required to attempt to resolve my claim issues with the vendor prior to filing claim with the *** ***They're response has consistently been they can provide no updates or information which is not acceptableThey could have included thier response to you in a email to me instead of ignoring all of my emails. Since this company says they don't actually have to attempt to field my complaint or deal with me I will also write to JPPSO.Regards,
*** ***

This is a military DPM local move claim, this means that Mr. [redacted] (the member) is not our customer the military (Norfolk Naval base) is our customer and we have to follow the rules and claims procedures that exist with that contract.Under the contract we have with our customer the military: We the...

mover make first settlement with the member (person the military moves).  If resolution is not resolved or accepted by either party the member is required to go to the local military jag claims office for them to settle and or make resolution directly with the member.  Then the claims office for the military contacts us the mover and we make any restoration for the settlement back to Department of Defense. Mr. [redacted] moved 09/02-03/2014 under the local military contract through Norfolk Naval base, VA for Patuxent River Naval base, MD.Mr. [redacted] contacted our office via email on 09/12/2014 10 days after the move was completed asking if any boxes were left on the truck and that hedid not fill out any items on the 1850 at the time of delivery but wanted to know if we could forward him a military claim form now.  We forwarded him the military 1850 claim form on 09/23/2014 and advised that we had not found any boxes on the truck would continue to look. Mr. [redacted] returned the claim form on 10/24/2014.We let Mr. [redacted] know that we had received his claim and would start the process once payment was received by military or in 60 days from receipt of the 1850 form.We contacted [redacted] in December for them to make arrangements and go to the [redacted]'s and repair any broken items that were repairable and assess the other items.[redacted] advised District Moving Companies, Inc that they had made arrangements to go to the [redacted]'s on January 9, 2015.[redacted] went to Mr. [redacted]'s residence on January 9, 2015 to repair and do an estimate on the items.  Mr. [redacted] returned with signed invoice stating that the loveseat and dresser were fixed and repaired that no other items were available for him to repair at that time but that he had assessed the television set.Mr. [redacted] advised that the television was mounted on the wall and that there was a chip/rub on the frame of the television but that it was on and hooked to either cable or satelite and was working when he was there.We asked Mr. [redacted] for the value of any items left that he had on the claim, we still have not received that list.We asked Mr. [redacted] from [redacted] for the value of the remaining items that he was allowed to see and the said a couple hundred dollars.Mr. [redacted] called back several times and spoke to our operations manager Chris [redacted] who advised he needed the value of the items and that the other items he was asking for repairs on were not listedon the original 1850 submitted for claims resolution.Mr. [redacted] spoke to Mr. [redacted] several times who finally agreed at the end of February to send [redacted] back to do a final look and resolution.Chris [redacted] offered that he would send Mr. [redacted] back out to repair some additional items not listed on the original 1850 military claim form. Mr. [redacted] to come back and fix the shelve and dresser that were not listed on the original claim to try and appease Mr. [redacted].Mr. [redacted] went back on March 3, 2015 and repaired the items.  He advised that the figurines hand was not there so he could not repair that, the television was hung and working, that the fishing pole looked to him to be a normal $75 to $150.00 pole and he had no idea about  the records.Chris [redacted] District Moving Companies, Incs then operations manager, Mr. [redacted] and myself discussed the costs of the items looked on line for similar items and came up with the replacement value of the items.District's  then operations manager Chris [redacted] spoke to Mr. [redacted] and offered him $450.00 for the items that were not repaired per our research.Mr. [redacted] countered with that he needed $5000.00 for pain and suffering on his claim.Once Mr. [redacted] stated he wanted pain and suffering, he was advised by Mr. [redacted] with myself listening to the phone conversation that there is not pain and suffering on a military claim that if he did not want to accept the $450.00 payment we would no longer proceed with any additional claims resolution that he needed to contact the military claims office from that point forward as his requests were not under the guide lines that he was given by the military prior to his move and were not under the guidelines of our contract with our customer the military.1.  The military is the customer and we follow their guidelines for claims resolutions.2.  All military members are advised in briefing prior to moving that if they do not get resolution or do not agree with the claims process, repairs, monetary offers etc.. they are to contact the military claims office for them to resolve the issue.  We the mover then work directly with the military claims office and not the member.3.  We sent [redacted] on two occasions to fix any fixable items, and to assess other damages, we sent them to repair items that were not even listed on the claims form to try and appease Mr. [redacted].4.  After [redacted] repaired all items that could be repaired, District Moving Companies, Inc. offered monetary settlement after the repairs were made of $450.00 which was replacement value of the remaining unrepairable items. 5.  This was not accepted and was countered by Mr. [redacted] with  a request of $5,000.00 for pain and suffering for a sentimental figurine and sentimental fishing pool.6.  Mr. [redacted] was advised to contact his local or the Norfolk claims office for any further resolution as his requests were outside of contract.

We stand by our answer on this complaint.
Mr. [redacted] was not our customer the military is.
This is a military DPM local move claim, this means that Mr. [redacted] (the member) is not our customer the military (Norfolk Naval base) is our customer and we have to follow the rules and claims procedures that exist with that contract.
There are specific guidelines to follow on military shipments and claims. We have followed and gone beyond what were are required to do.
Mr. [redacted] was advised to contact the military claims office, it was his choice not to go to them for final resolution as per the military guidelines.
Under the contract we have with our customer the military: We the mover make first settlement with the member (person the military moves). If resolution is not resolved or accepted by either party the member is required to go to the local military jag claims office for them to settle and or make resolution directly with the member. Then the claims office for the military contacts us the mover and we make any restoration for the settlement back to Department of Defense.
The military members (Mr. [redacted]) would have received all the information on how to file a claim prior to setting up his move with the military.

Please refer to the military moving site specifically for the military and its members that are moving Move.mil and it also states how to file a military claim.
Once Mr. [redacted] stated he wanted pain and suffering, he was advised by Mr. W[redacted] with myself listening to the phone conversation that there is not pain and suffering on a military claim that if he did not want to accept the $450.00 payment we would no longer proceed with any additional claims resolution that he needed to contact the military claims office from that point forward as his requests were not under the guide lines that he was given by the military prior to his move and were not under the guidelines of our contract with our customer the military.

[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]
 Complaint: [redacted]
I am rejecting this response because:Reading last response, the company response made no sense. here are the quotes from the response:
Mr. [redacted] was not our customer the military is.
This is a military DPM local move claim, this means that Mr. [redacted] (the
member) is not our customer the military (Norfolk Naval base) is our
customer and we have to follow the rules and claims procedures that
exist with that contract.
Yet they go on to say:
Under the contract we have with our customer the military: We the mover
make first settlement with the member (person the military moves)Their offer of 450.00 dollars would not even cover the cost of one item that was damaged.  Why would I even have considered that offer.  Item in question was a 2800.00 tv that was damaged.  So their response is I was not the customer but under contract yet they make first settlement with the member.  Why then if I am not the customer then would first settlement be made with me.  Would not the first settlement be me filing paperwork through the military.  But I can see that this is not getting any wheres and therefore feel that it is pointless to pursue any further contact with the business.    
Regards,
[redacted]

This is a military DPM local move claim, this means that Mr. [redacted] (the member) is not our customer the military (Norfolk Naval base) is our customer and we have to follow the rules and claims procedures that exist with that contract.Under the contract we have with our customer the...

military: We the mover make first settlement with the member (person the military moves).  If resolution is not resolved or accepted by either party the member is required to go to the local military jag claims office for them to settle and or make resolution directly with the member.  Then the claims office for the military contacts us the mover and we make any restoration for the settlement back to Department of Defense. Mr. [redacted] moved 09/02-03/2014 under the local military contract through Norfolk Naval base, VA for Patuxent River Naval base, MD.Mr. [redacted] contacted our office via email on 09/12/2014 10 days after the move was completed asking if any boxes were left on the truck and that hedid not fill out any items on the 1850 at the time of delivery but wanted to know if we could forward him a military claim form now.  We forwarded him the military 1850 claim form on 09/23/2014 and advised that we had not found any boxes on the truck would continue to look. Mr. [redacted] returned the claim form on 10/24/2014.We let Mr. [redacted] know that we had received his claim and would start the process once payment was received by military or in 60 days from receipt of the 1850 form.We contacted [redacted] in December for them to make arrangements and go to the [redacted]'s and repair any broken items that were repairable and assess the other items.[redacted] advised District Moving Companies, Inc that they had made arrangements to go to the [redacted]'s on January 9, 2015.[redacted] went to Mr. [redacted]'s residence on January 9, 2015 to repair and do an estimate on the items.  Mr. [redacted] returned with signed invoice stating that the loveseat and dresser were fixed and repaired that no other items were available for him to repair at that time but that he had assessed the television set.Mr. [redacted] advised that the television was mounted on the wall and that there was a chip/rub on the frame of the television but that it was on and hooked to either cable or satelite and was working when he was there.We asked Mr. [redacted] for the value of any items left that he had on the claim, we still have not received that list.We asked Mr. [redacted] from [redacted] for the value of the remaining items that he was allowed to see and the said a couple hundred dollars.Mr. [redacted] called back several times and spoke to our operations manager Chris [redacted] who advised he needed the value of the items and that the other items he was asking for repairs on were not listedon the original 1850 submitted for claims resolution.Mr. [redacted] spoke to Mr. [redacted] several times who finally agreed at the end of February to send [redacted] back to do a final look and resolution.Chris [redacted] offered that he would send Mr. [redacted] back out to repair some additional items not listed on the original 1850 military claim form. Mr. [redacted] to come back and fix the shelve and dresser that were not listed on the original claim to try and appease Mr. [redacted].Mr. [redacted] went back on March 3, 2015 and repaired the items.  He advised that the figurines hand was not there so he could not repair that, the television was hung and working, that the fishing pole looked to him to be a normal $75 to $150.00 pole and he had no idea about  the records.Chris [redacted] District Moving Companies, Incs then operations manager, Mr. [redacted] and myself discussed the costs of the items looked on line for similar items and came up with the replacement value of the items.District's  then operations manager Chris [redacted] spoke to Mr. [redacted] and offered him $450.00 for the items that were not repaired per our research.Mr. [redacted] countered with that he needed $5000.00 for pain and suffering on his claim.Once Mr. [redacted] stated he wanted pain and suffering, he was advised by Mr. [redacted] with myself listening to the phone conversation that there is not pain and suffering on a military claim that if he did not want to accept the $450.00 payment we would no longer proceed with any additional claims resolution that he needed to contact the military claims office from that point forward as his requests were not under the guide lines that he was given by the military prior to his move and were not under the guidelines of our contract with our customer the military.1.  The military is the customer and we follow their guidelines for claims resolutions.2.  All military members are advised in briefing prior to moving that if they do not get resolution or do not agree with the claims process, repairs, monetary offers etc.. they are to contact the military claims office for them to resolve the issue.  We the mover then work directly with the military claims office and not the member.3.  We sent [redacted] on two occasions to fix any fixable items, and to assess other damages, we sent them to repair items that were not even listed on the claims form to try and appease Mr. [redacted].4.  After [redacted] repaired all items that could be repaired, District Moving Companies, Inc. offered monetary settlement after the repairs were made of $450.00 which was replacement value of the remaining unrepairable items. 5.  This was not accepted and was countered by Mr. [redacted] with  a request of $5,000.00 for pain and suffering for a sentimental figurine and sentimental fishing pool.6.  Mr. [redacted] was advised to contact his local or the Norfolk claims office for any further resolution as his requests were outside of contract.