Eagle Claims Service

ECS failure to finish processing our claim, filed pre-Covid-19, has prompted a formal complaint. ECS has not responded to multiple emails and calls.
My claim for personal household goods damaged during a local move was assigned to and handled by ECS. Payment for Item 001 has not been distributed by ECS as of this writing. Proof of the weight of Item 001 was requested by the ECS claim adjuster and the Estimate of Inventory Summary prepared by the moving company was emailed to Ms. K, Claim Adjuster on 03/23/2020. Multiple follow ups via email and phone calls have been made to ECS, with no response. The amount in dispute for damages to furniture Item 001 is $420.00

Failure to communicate promptly; failure to settle claim within 60 days; rude secretary who basically said take it up with the army if I wasn't happy.
Made a claim at the beginning of February. Waited a month for an adjuster. Another month for an offer for the damages. Multiple items claimed weren't even on the offer. Emailed the missing items and have yet to hear back. That was over three weeks ago. Called today and spoke to a secretary. She basically said if I had a problem to go to mpo and have the adjudicate it. I said well alright, thank you for all of your help because I know it's not her fault so it's not her I'm angry with until she Just rudely said "okay bye" Terrible company. I hope the army cancels their contract. They are worthless and we have been so patient with them.
Our claim is being worked by Donna S. It is TSP #***
And it's under my husbands name ***. They only offered us $1200 for over $2500 worth of damage

Failure to pay Claim #XX-XXXX-XX within 166 days given multiple communication attempts and contact with Eagle Claim Services representatives.
Eagle Claim Services (ECS) has failed to pay Claim #XX-XXXX-XX in a timely and efficient manner given multiple contact(s) and communication with the company. This claim was initially submitted on 8 OCT 2019 and is now 166 days outstanding (5.5 months) without payment.

In accordance with the contract of carriage with the U.S. Government under which this shipment of household goods is covered, the Transportation Service Provider and/or its designated representative should pay, deny, or make a counter claim within 60 days after a claim is submitted.

8 JAN 2020: ECS representative, *** provided me with the ECS reply to my damage claim by email.

9 JAN 2020: Direct reply to *** acknowledging receipt of documentation sent by email on 8 JAN 2020.

11 JAN 2020: Direct email to *** notifying her and ECS that all items on Claim #XX-XXXX-XX were accepted and/or settled in the Defense Property System (DPS) as instructed in 8 JAN 2020 email correspondence.

23 FEB 2020: Email request to Ms. requesting a status update the closure and payment of my claim.

3 MAR 2020: Email request to Ms. requesting a status update on the closure and payment of my claim.

4 MAR 2020: ECS representative, *** requested my current mailing address via direct email.

4 MAR 2020: Direct email to Ms. *** providing current mailing address for the provision of payment

18 MAR 2020: Direct email to Ms. requesting a status update on the closure and payment of my claim.

21 MAR 2020: Filing of Revdex.com Complaint

I haven't received my insurance check for my damaged items and this is going on 8 months.
In June 2019 my household goods were returned and I made a complaint the items that were broken like my desk, paintings, molded furniture, and a number of other things. Correspondence began with a representative on November 15th. I submitted my responses and answered the questions and after some going back in forth the claim was accepted but now the representative does not respond or let me know when you expect this check and this is going on for 5 months now.

My claim # is XX-XXXX-XX

This is by far the worst experience I have dealt with during a move with the military. Coleman worldwide movers somehow lost one of my boxes containing high-value items (Xbox one, several remotes, a hard drive, drill, etc... ) They also damaged a sofa, and several items were broken (mirrors, nightstands, crockpot, vases, etc...) the move happened in August 2019 we are currently in February 2020 and I am still dealing with the fact that they have not paid for my claims. On top of that, they won't pay for a few items because they state it was not listed on their paperwork. Listen, there were 4 employees from Coleman Worldwide packing up my house and they were all located throughout the house. How am I supposed to supervise and annotate every single item the movers are packing at the same time in different sections of my home? This is ridiculous!!!!! They have stated in an email that the moving company has 30 days to initiate the claims check upon approval of the claim, on top of the already 6 months that have passed. do not bother calling because it is like they block your phone number from going through and no one will ever pick up your phone call. might as well watch paint dry! If you are military please DO NOT USE COLEMAN WORLDWIDE MOVERS OR EAGLE CLAIMS!!!! I will be following up with the military claims department and do everything possible to have their contract revoked. it is unfortunate that soldiers have to pcs and deploy and deal with the nightmare f these companies.

Eagle Claims Service failed to adjudicate claims in accordance with the rules and regulations established the DOD.
This company is an absolute joke. They are out for themselves and really do not care about the service member. If I had to do it all over again, I would submit my claim to MCO and take the reduced amount as it would be easier. My adjuster stated that everything had to be in writing but if you ask her any questions (multiple emails) about an offer the response would be "we have reached our final offer of settlement and if you are not in agreement with their offer, you can file with the MCO." Great customer service!

Their website states "We work with you throughout the entire claims process, from initial response through final resolution. We try in all cases to provide efficient, quick and caring service to settle your claim." Not in my case! I have submitted my final claim 31 days ago and no response. According to the DPS rules, they have 30 days to make payment. I called and left messages and no call back. I hear from the MCO that my adjuster no longer works there and to call them. I called and no call back.

I finally do the live chat and they confirm that my adjuster is no longer employed there...wow, not surprising with this company. They tell me to contact the supervisor, which I refused, stating they can contact me. Again, great customer service. their website also states: "The team at Eagle attempts to alleviate the stress and make the claims experience as smooth as possible....we can make the process easier and communication better....If you want a quick update on your claim, we will always have a fast response." Not True

Refuse to pay for damaged motorcycle and motorcycle accessories, over $6000 in damage during a military move.
I had over $2000 in damaged items to my home goods and over $6000 damage to my motorcycle due to improper packing, handling, and care, before, during, and after shipping. This company isn't willing to repair my motorcycle due to the damage costing more than the motorcycle is worth. They are only offering me KBB value of the motorcycle (less than $3000), they aren't giving me anything for the accessories (which were purchased separately), they are refusing to pay for the storage fees the repair shop is charging me, even though Eagle Claims Service told me I had to send it to that repair shop for estimate and repair, and to leave it there while they figure out if Eagle Wants to pay for the repair or not. My move was completed in June 2018 and I am still waiting to be compensated for all the damage, hassle, no-return emails, and overall headache this terrible company has put me through.

Literally the worst experience. Claims rep Larissa S and Eagle Claims does not have the service member at heart. As a service member assigned to a remote location 8 hours away from any US facility, this company offered me ridiculous offers for two high end TVs. The claims process was slower than snails and when asked to include the cost of shipping an replaced items, I was ignored. The Army serious needs to stop dealing with "the lowest bidder". These types of companies are only out for themselves. Future service member who has to deal with these people...BEWARE! You are going to get screwed!

My bed was damaged beyond repair in transit and claim service is saying it's a manufacturer issue though it worked prior to pack and move.
On June 6 Coleman Worldwide picked up my household goods in Kansas including my Sleep Number bed purchased in 2014 for 2600 on sale from 5200. They did not record any defects. On September 7 my household goods were delivered. I immediately noticed the mattress box was smashed and falling apart, the movers had difficulty getting to the second floor and scratched up my walls and ceiling. After I set up my bed I discovered the zipper was lost and thus not able to work. Next I discovered the internal bladders would not hold air. I discussed this with the inspector who agreed with me and my assessment and never said it was a manufacturer defect. Eagle is refusing my claim despite their own practice of noting broke or damaged items at the time of packing.

The claims adjuster Amy S, who I was in communication with that had my claim for settlement, hasn't done her job, since she sent out the initial letter notifying me of my claim settlement. I was asked to go into DPS to accept the claim and respond back when complete as well as send a address to send the check to. She doesn't respond to emails, nor acknowledge once a response has been sent. I have had to call her on two occasions about my claim. I was last told in December, when I called her that she would initiate the check process and I should have a check in about 30 days. I called today and no action on her part had been done. She again stated she would do it then as she told me a month ago, it would be processed. Her promptness dealing with settled claims is beyond unacceptable. I should not have to continuously follow up with the adjuster handling the claim to get my money, especially when I'm overseas and have to factor in the time difference. Highly upset

Our HHG had a RDD of 12/19. Our HHG missed said date & our final crate (motorcycle)has now missed its date by 24 days. The company has disregarded it.
Our HHG (household goods)were originally scheduled by my wife for 12/15. She was verbally told that although she selected 12/15, they'd arrive by 12/11, with an RDD date of 12/19. We went into transportation at our duty station on 12/13 to find out when it was coming and who was supposed to contact us and they told us it would arrive sometime around "Christmas or shortly after". We packed our unaccompanied baggage (first shipment-which is to "get you by" until your FULL shipment arrives) accordingly, and can provide a complete packing list as proof. We are located in Northern Italy and the temperatures can be brutally cold. Partnered with an empty house, I needed to sustain a family of four, through the winter, as well as be able to bathe, cook etc. until our full shipment (2nd shipment) arrived. The purchases we made were made due to NO ONE being able to give us a projected delivery date "due to Italians being on Holiday". I spoke to *** (claims supervisor) via phone and via email on multiple occasions. The first email was an "Inconvenience/Delay Claim" form on 12/11 for ***. A claim for items we purchased for above referenced sustainment, in the amount of $1158.82. On 12/21 , *** denied the claim, but upon calling her, she said she would see what she could do for us. On the same date, she said she could offer $350, because "nothing is considered necessities or should have been in unaccompanied baggage". My wife called *** on 12/28, asking whether or not the $350 was SEPARATE from our tenth and final missing crate or not. She explained in the voicemail that she had questions about it and to please call her back or to email myself. On 12/28 I gave her a call, no answer. On 12/29 I happen to catch her. I told her I do not accept the $350 and that our HHG were still incomplete and missing one final, and critical crate (a mode of transportation-a Harley Davidson) and she said she has already processed it and was closing the claim. I explained to her that the claim can NOT be closed, as we are still missing one crate. I also asked that in ADDITION to the initial $350, I would like to be compensated for the inconvenience of our final crate missing its RDD date AND asked that she provide the cheapest rental car available, as we have had to inconvenience neighbors, coworkers and friends for rides to both jobs and my childs school, not to mention the wear and tear on their vehicles. NO RESPONSE. January 2, my wife and I both email ***, NO RESPONSE. January 5 I email her. No RESPONSE. January 11 I email her. STILL NO RESPONSE. I received and email on 01/11 stating that my final crate would be delivered today, January 12. Our tenth and final crate for our household goods MISSED its RDD "required delivery date" by TWENTY FOUR days and we have not heard from *** since December 29, let alone anyone else from this company. This entire experience with Eagle Claim Services has been VERY unprofessional, and we feel that it has been handled very poorly, with TOTAL and complete disregard for our time,and certainly our items.

Damaged house hold items/ poor customer service
I moved from Japan back stateside, after about a month and a half I received my house hold goods. When the truck came to deliver my property I noticed there were only two movers. In Japan I had had 6 packers, now living in an Apartment complex I was concerned there were periods of time where my stuff not only sat on the truck unattended by also on my send story apartment lobby. The movers were not to much help stating there were only two of them and they would make it work. They brought all my possessions in my apartment then left. I am missing my video game collection of over 30 discs, and in addition to the missing items I have several broke electronics that "The carrier is not responsible for internal malfunction". If something electronic is dropped and broken it is usually due to a "Internal malfunction" the force or action was caused by poor delivery practices. This company went over the allotted 60 days to respond to my inquiry. I left a voice message never talked to someone, I received a email informing they will not take responsibility for electronic items. If I was told this before they took my property I would of refused to let them take it.