DP Moving & Cleaning

Complaint: I am rejecting this response because:The solution to this disagreement is very simple and would be consistent with standard business practice In my last response I stated “ [redacted] (“the company”) admits that although they represented to me they had an insurance policy effective and in place at the time they moved my furnishings, a policy that covers damages to furnishings (“insurance”) should any occur, this representation was false” The company reiterated and confirmed their insurance misrepresentation in their response to me on 9/11/ If the company wants to perform as a moving company as they advertised they are, they should act like one Moving companies are required to provide insuranceWhen damages occur it is common practice that moving companies subcontract to a service company to repair damages that occur during a moveThis is consistent with what I am requesting the company doI am not looking for a monetary settlement, instead I am requesting repair of the damageThe company represented they had insurance I paid for the move on time and in-full for a move that included the represented insurance The company needs to fulfill its obligation and have the furniture repaired.It is the responsibility of the company to have the damages repaired Unlike what the company suggests I do, it is not my responsibility to have someone document the damages, and prepare an estimate to repair the damages This is not the way insurance works When someone is involved in an automotive accident are they required to document how much it would cost to repair the damages? Of course not, the insurer is responsible for that The insurer has someone assess and repair the damagesIf the company wants to be in business as a professional moving company they need to perform like one and fulfill their obligations Simply put, the company needs to fulfill their obligation to me It is not uncommon when companies refuse to fulfill their promises and/or obligation interested potential customers will learn of the company’s refusal and choose to do business with a competitor with a clean record of fulfilling its promises and obligations Regards, [redacted] ***

Most of the events *** mentioned are correct; however, not all parts are accurate and trueHe is claiming that caused minor damages to his furniture which it took a month before filing a complaint with usThe original email sent was missed by the receiver*** then waited an additional weeks
before following up with meAt this time, he sent me a few close up shots of furniture with a few scratches and one dresser or nightstand with the back pushed out a bit from his personal belongings shifting insideI filed the necessary paperwork with my insurance company and waited for them to callI spoke with the insurance adjustor and explained to her that at no time was there any problems with us moving his things and nothing had been dropped or bumpedI also explained to her that his move was over a miles in distance and while we wrapped all furniture this did not mean that we could not stop small shifts from occurring inside the truckI waited for a response/decision from the insurance but heard nothing*** contacted me and told him that I had turned in the claim and all I could was waitThe next time that *** contacted me I was on my honeymoon and did not have access to any of my business formsI gave him the name of my agent and her nameA while later I hear from *** again because he had received a letter denying coverage siting that the damage was not covered under this policyI did not receive anything I was not sure what he was speaking ofI forgot to follow up with my insurance to see what happenedI received another call from *** wanting to know why I was answering himI tried to explain to him that I had not received anything and that the damage was denied because of the travelAfter speaking with *** I called my insurance to gain clarity as to why it was denied and why I was not receiving anything from themShe informed that the policy provider itself still had my old address (meaning my insurance agent dropped the ball there) and that my policy does not include cargo coverageI was genuinely unaware of thisFrom this point forward we carry cargo insurance through whoever we rent the truck from to ensure there is now full coverageAt no point in time were we neglectful or abusive to his belongingsWhen we left *** he happy and satisfiedHe even tipped both crews (loading and driving/unloading)The dresser can be fixed with just a small swing of the hammer to put the small nails back in placeAs for the scratches to the headboardhis bed was fully blanketed with heavy duty moving blankets and already had visible wear and tear prior to being moved

I did go through the necessary steps with my insurance companyMy insurance policy was misrepresented to me so I was misrepresenting it myselfI have said how I plan to avoid this in the futureHave you had anyone look at the furniture? Where is documentation stating how much it would be to fix it? Also, how do I know without having someone personally look at it to determine that these damages are new or already existing due to natural wear and tear of furniture items that date back at least years

Complaint: 12347035
I am rejecting this response because:In summary [redacted] (“the company”) admits that although they represented to me they had an insurance policy effective and in place at the time they moved my furnishings, a policy that covers damages to furnishings should any occur, this representation was false.  In its response from 8/28/17 the company states “my policy (the company’s) does not include cargo coverage” and “from this point forward we carry cargo insurance through whoever we rent the truck from to ensure there is now full coverage.” Cargo insurance covers damages or loss during the moving and transport of possessions. Since the company states “from this point forward” that means that prior to “this point forward” (which would have included the time they moved my furnishings) the company did not have full coverage, including cargo coverage.  They simply did not have insurance coverage to cover damages or loss while my furnishings were in their possession.  This is what I stated in my initial complaint.  The logical conclusion is that since the company represented they possessed insurance coverage to cover damage or loss, the company is responsible to repair the damages. The company further states that “most of the events [redacted] mentioned are correct; however, not all parts are accurate and true.” One can conclude the company is referring a true statements included in my claim is that the company represented to me that they had insurance coverage in place to protect against damage or loss. One may conclude that because immediately following that statement the company lists a number of items which they purport to be “not accurate” and importantly the insurance coverage claim is not listed among the items.  I will address the items the company purports to be not all accurate and true.  1) I sent an email to the company on 5/25/17 stating “there were a few pieces of furniture that experienced some small nicks/scratches requiring some minor cosmetic repair” and asked “how to go about submitting a claim to have someone repair the items”?  In its response of 8/28/17 the company admits that the email was missed by the receiver.  That means the company was negligent in attending to its business.  2) The company then goes on to say “[redacted] waited an additional 3 weeks before following up with me”.  The company’s statement is false. I spoke via telephone to the company on 5/30, 5 days after my email regarding the damages, inquiring about the email and how damages would be repaired. [redacted] did not admit to the lost email but instead suggested I send some pictures of the damages and she would file the claim. On 5/31 I sent a text to [redacted] with a sample of 10 pictures (which is many more than a “few” which the company alleges).  The pictures were close ups because they are small scratches/nicks and would not be noticed in a picture of the full furniture item.3) The company states that one of the photos was “one dresser or nightstand with the back pushed out a bit from his personal belongings shifting inside.” This statement is false, the item is a wood file cabinet, the back is pushed out and one of the file railing arms within the cabinet is visibly protruding out the back of the cabinet because somehow it came loose during the moving of it.  There were no possessions in the file drawer, if there were perhaps they may have prevented the arm from being jostled loose during the move.  I have not attempted to fix it myself because the protruding thin metal arm is not visible inside the drawer and I did not want to potentially damage the cabinet any further.  And yes this is an example of how furniture may be bumped, shift during transport, or other and get damaged.4) [redacted] says “she spoke with the insurance adjustor and explained to her that at no time was [sic] there any problems with us moving his things and nothing had been dropped or bumped. I also explained to her that his move was over a 1000 miles in distance and while we wrapped all furniture this did not mean that we could not stop small shifts from occurring inside the truck.” The company had 5 people moving the possessions out of my prior home, can [redacted] definitely state that “nothing was dropped or bumped?” No one was watching eagle eye over every moment and movement made by each individual; that would be extreme and out of the norm for a moving crew.  No one rode in the back of the truck to watch and listed to hear if there were any shifts or movement during the 1000 mile moving trip, this would not be customary during a move.  These two points are reasons why moving companies are required to provide insurance protection for damage or loss.5) [redacted] claims she did not receive a denial of coverage letter from her insurance provider.  The insurance provider informed me as part of their standard operating procedures a letter was mailed to the company.  The company changed its address, apparently never notifying the post office of the company’s forwarding address.  What kind of business doesn’t notify the postal service of a change of address.  The company is again displaying negligent business practices, only in this case the company blames her insurance broker by stating “my insurance agent dropped the ball there” because the agent did not notify the insurance company of the change of address.  Had the company submitted a change of address with the postal service the letter would have been forwarded to the new company address, despite the characterization that the broker “dropped the ball.”  This is but another example of the company denying or misplacing blame or fault when if they followed normal and customary business practices the problems would not have occurred or have been easily resolved.6) Regarding the denial of coverage letter the company goes on to state “A while later I hear from [redacted] again because he had received a letter denying coverage siting [sic] that the damage was not covered under this policy. I did not receive anything I was not sure what he was speaking of. I forgot to follow up with my insurance to see what happened.” She “forgot to follow up, yes another example of the company being negligent and further extending the time to concluding this complaint.7) The company states that “He (me) even tipped both crews (loading and driving/unloading)”.  This is an accurate statement, I did tip the crew acknowledging their work and long drive but in no way does that mean I was completely satisfied with the completed work.  I simply was not able to completely examine every piece of furniture to identify scratches prior to the crew departing my destination.  The company had 5 people loading and 2 people unloading items, it is not physically possible for one person to watch everyone and examine all the moved items prior to the movers departing.  Again, that is why moving companies are required to carry protection against damage or loss during the moving and transport of items.8) As to the scratches on the bed head board, I can simply state that following the move there are scratches to the headboard that were not there prior to the move and no one else moved or touched the furniture.  In conclusion, the company represented they had full insurance protection including coverage against damage or loss; the company agrees they did not have such coverage.  There are minor damages to some of my possessions, primarily scratches to furniture, and the company is responsible for repairing those damages since they did not have the insurance coverage they claimed. 
Regards,
[redacted]

Complaint: 12347035
I am rejecting this response because:The solution to this disagreement is very simple and would be consistent with standard business practice.  In my last response I stated “[redacted] (“the company”) admits that although they represented to me they had an insurance policy effective and in place at the time they moved my furnishings, a policy that covers damages to furnishings (“insurance”) should any occur, this representation was false”.  The company reiterated and confirmed their insurance misrepresentation in their response to me on 9/11/2017.  If the company wants to perform as a moving company as they advertised they are, they should act like one.  Moving companies are required to provide insurance. When damages occur it is common practice that moving companies subcontract to a service company to repair damages that occur during a move. This is consistent with what I am requesting the company do. I am not looking for a monetary settlement, instead I am requesting repair of the damage. The company represented they had insurance.  I paid for the move on time and in-full for a move that included the represented insurance.  The company needs to fulfill its obligation and have the furniture repaired.It is the responsibility of the company to have the damages repaired.  Unlike what the company suggests I do, it is not my responsibility to have someone document the damages, and prepare an estimate to repair the damages.  This is not the way insurance works.  When someone is involved in an automotive accident are they required to document how much it would cost to repair the damages?  Of course not, the insurer is responsible for that.  The insurer has someone assess and repair the damages. If the company wants to be in business as a professional moving company they need to perform like one and fulfill their obligations.  Simply put, the company needs to fulfill their obligation to me.  It is not uncommon when  companies refuse to fulfill their promises and/or obligation interested potential customers will learn of the company’s refusal and choose to do business with a competitor with a clean record of fulfilling its promises and obligations.
Regards,
[redacted]