Earthcare Landscape Services

Complaint: [redacted] I am rejecting this response because: Our move was on Wednesday April 26, days after the move the repair person from the company by the name [redacted] came to repair the deskHe could not do anything because they send only himAt the same time we showed him the console metal table that was missing glass [redacted] and us were looking for the glass everywhere and could not find itHe personally contacted someone from the moving team that moved us, and we were present at the conversationHe was told that the glass was brokenWhen [redacted] head about the glass, he was in disbelieve that this happened and that we were not informedHe said that he is sure that the company will reorder the glass for usHe also asked us not to put any reviews or complaints yetNobody told us about it, and this damage was completely new to usAnd the manager Rebecca was aware of this from us and later also from [redacted] who talk to her in our present [redacted] had to come back again couple of days later with helper to try and repair the deskThe repair was made to the best of their abilityNevertheless the desk still missing cover pieces and apparently they were lost by the moving crewWhen we asked [redacted] about the glass, his answer was very short: "You need to file the complain form with the company"The company did not send any personnel to help with the boxesWe moved and rearranged the boxes our self during the first week.The person crew came to reassemble the furniture and move the outside grill to the deckDuring the assembly they found that some screws were missing and told me that I have to go to [redacted] to purchase the screws.We showed them another piece of furniture with the broken baseIt is still padded in the garageThe response about the credit card charge is also incorrectThis not what we were told by the crew’s foreman ! He said exactly what we wrote in our complain, that we will be contacted by the office in the morning before the credit will be charged.The way company management is ignoring our complains is unacceptable, and needs to be known to the publicPeople can make informed decision based on all the facts, and our bad moving experience with the company Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: After carefully reading the response to my complaint by Square Cow, I submit that it does not accurately portray or address the facts and circumstances of my moveI have spent a good deal of time to try work this out with the company and have also compared my move against regulations of the industry, as set forth by the FMCSAI am going to begin to address the details here, but will have to continue to do further research before I will provide additional support to my already, well documented claimDespite what the response states, the additional $was the entire additional truck rental charge, per ***, via [redacted] , rented from [redacted] for the smaller truckI only agreed to pay at the time because much of my property was left on the front lawn of my landlord’s rental and the rest, in the original truckI had no choice, at the time, as I was obligated to move my property and no other options were offeredInitially, I was not made aware by the salesman that there would be an additional expense, although I did discuss with [redacted] the possibility of there not being sufficient room in the truckHe stated that he was inclined to believe that all would fit in their truck and, in the event there were a couple of things that did not fit, an extra truck would be provided to haul off anything I no longer wantedI did get rid of a couple of items, but there was no indication that so much of my remaining furniture and belongings would not fit or that this might require that much additional cost to meClearly, the salesman underestimated the size of the load, even if unintentional, and/or overestimated the skills of his crewI did not ask for a second truck, rather it was [redacted] who proposed that idea or he would have had to have his crew unload the truckI was in essence, charged additionally for his errors and crew incompetenceAs for the response re: the late arrival for delivery, the fact is that they did not arrive the next day-the loading was done on October 3rd and the delivery was on the 6thI was there for the loading and I left at the same time, for a hrtrip for a passenger car, stopping over for two nightsIt may be common practice for SCM to send only drivers, each driving a separate vehicle, for a long distance, cross-country move (approximately miles, one-way), to load and unload the vehicle, but I do not believe this is the industry standardIn the interest of safety to the drivers as well as the reasonable expectation of adequate care of my property, this should not have been the caseIt is my understanding, according to the FMCSA (regulating agency), a driver must have hours off duty before they can begin to drive, then they are only permitted to drive for hours, leaving only three of the hours allowed “on duty” remainingThey are not permitted to drive again until they have an additional hours offThis is because it is considered hazardous for a driver to drive if they are experiencing “fatigue”, which is exactly what one of the drivers complained of the entire time he was unloading the truckNot only is it dangerous for the driver in this condition, it also may endanger the mover in the customer’s home, increasing the likelihood of accidents and damage to propertyThis is undoubtedly the reason for the carelessness, resulting in damage and lossIn addition, after being here for many more hours than they should have been, because they had no other crew, they returned to driving their vehicles without any rest at allWhile my claim and the mandatory forms completed and documentation, including photographs, submitted on December 6th, it is not true that my first discussion regarding my issues occurred at that timeContrary to what the response contends, it was not January 13th when this came to his attentionI was in contact with the Manager, almost immediately following the day following my arrival at my home, October 7th, and continually, so there was ongoing discussion as to my concerns, with emails to support thisAt month 4, this is not what I would consider “as fast as possible”The company claims that the customer has only days to complete their claim, but I was informed that federal regulations for the industry allow for months from the date of the moveI continue to uncover damages, as time goes by, but in the interest of time, have not included themDespite all the chaos, I was timely in submitting within daysBy preventing me from having the damage repaired on my own and by failing to replace lost and irreparably damaged items, SCM is unnecessarily causing additional harmAs for the boxes being put where I had asked, that is also incorrectThe boxes should have been labeled clearlyI was physically unable to see what they actually left in the garage until another company came in to help move them around so I could try to determine what was in the boxes because they filled the garage so full I absolutely told them to put boxes in the right rooms and if they ran out of space, to use the empty living room, since I had no furniture for that room and it was emptyThey did not complyPart of the problem was that they did not follow industry standards of labeling my property so I was not even able to determine whether all the contents were deliveredRegulations state: § (a) You must prepare a written, itemized inventory for each shipment of household goods you transport for an individual shipperThe inventory must identify every carton and every uncartoned item that is included in the shipmentWhen you prepare the inventory, an identification number that corresponds to the inventory must be placed on each article that is included in the shipment(b) You must prepare the inventory before or at the time of loading in the vehicle for transportation in a manner that provides the individual shipper with the opportunity to observe and verify the accuracy of the inventory if he or she so requestsThis above practice was not followed by SCM, which necessitated the added services in order to provide safe access in and out of my home Clearly, “My liking” was not the reason they were necessaryThe movers were supposed to place the boxes in the appropriate rooms, as was promisedIf I were planning to move the contents of a two-story house, I would have only paid for a drop-offThis was supposed to be part of the cost of the moveThey just did not complete their jobThey were obligated to do so and any additional cost was their own doing because they did not assign the adequate number of people to do the job and tried to cut their costsAgain, although my submitted claim was received, no review or response was offered until I reached out several times to find the claims person was no longer with the companyEven acknowledgement of the claim required my contacting the claims departmentAs of today, February 3rd, nobody has contacted me about any repairs I must return to work and have a right to pursue means of employmentI have waited patiently and unnecessarily without explanation as to why the continued delaysLost items cannot be replacedSome damaged items are not usableNothing has been offered to remedy this [redacted] did state that he would no longer reply to my emails, so I have no choice, but to try to remedy this outside of the companySimply stated, and contrary to the company’s response, SCM did not deliver on its stated promises, nor comply with industry standardsIn addition, a company that fails to even follow federal regulations is hardly to be trusted with “gathering quotes” from out-of-state or providing their choice of repair companiesBased on the events to date and the response, it appears that the goal of SCM is to deny me the fair and equitable offer that was promised for my lossInstead, it appears their goal is to address this in the cheapest way possible, even if that means not covering my damagesIt also appears that they could not possibly complete their portion of the process by March 5th as they have continued to use delay tacticsMy request remains that I be reimbursed as previously requestedAlthough that does not represent reimbursement for my time and the verbal assault by the employee, not to mention my damages, I believe my request was more than fair Regards, [redacted]

We have a repair technician working through repairs for Mr [redacted] Our timeline shows that we’ll have Mr [redacted] ’s issues resolved by the end of January I apologize that we failed to update our Revdex.com complaint process to let you know we’re still working to resolve the issues We have communicated with Mr [redacted] throughout the process to ensure he’s aware of the timeline We are 100% happy to answer any further questions

I would like to address the statement the client made depicting us as lacking concern or having regret regarding the issues After the move was complete and management spoke with the client, we understood that the move did not go as planned and was imperfect We immediately sent additional movers to help assist with rearranging boxes and reassembly of furniture When the damages were addressed, we sent a repair tech out to the clients house for repairs on three separate occasions, until the client was satisfied The client assured us that the repairs were finished correctly after the third visit There was never any mention of broken glass The movers we sent after the move was completed were sent to move boxes and furniture to the correct rooms and afterwards the client notified us that it was done to their approval The issue with the floor at the load site has been resolved to the new owners satisfaction There was a delay in the repair due to a mistype of the phone number but this has now been resolved In reference to the credit card being ran the following day without authorization is incorrect The client signed for authorization after the move was complete The lead mover, simply stated that the card would not be ran until the following morning It is not a practice to call after a move is completed for approval from a client A service had been completed, authorized and the credit card was run the following day As a Service Company we strive for excellence in customer service There is greater possibility for error on larger moves but we take the time to try to resolve each issue with a sense of urgency There was no additional cost to the client for the additional steps we made to resolve each issue

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Good morning Ms***:It feels as if fall is finally making it to Austin. I hope you have had the opportunity to get out and experience the cooler weather.I certainly wish I were contacting you under better circumstances. As one of the owners of Square Cow Moovers nothing gives me more
heartache than reading an account like yours. I think the thing that concerns me the most is that it took so much effort to get an answer from us. We truly pride ourselves in listening to any issues our clients have and responding quickly and fairly. As I read through your narrative I winced several times. It’s obvious we missed the mark in several areas. I can try to explain all the different things we do to ensure our clients have a positive move but given our performance what would be the point? I don’t blame you for being frustrated. I’m also frustrated. This just isn’t who we are, not our DNA. So, what now? I was out of town last week and I’m now getting caught up on things. You job was my first priority. I spent most of yesterday investigating your move and reading your account. Can we salvage your opinion in any way? Your Revdex.com complaint stated that you would like a $refund. We have decided to refund you $550. We know $more doesn’t make a huge difference but we hope it sends the message that we take your concerns serious.We are sending the check to *** *** *** *** *** *** ***. Please let me know if this is not the correct address.Respectfully,*** ***Square Cow Moovers

We deeply appreciate the opportunity to respond to the complaint filed by Mr***. Case #***, letter dated December 13th, I hope to establish our exhaustive efforts to please Mr*** before, during and after the date of his move as well as provide the sound
business practices and value driven standards our company culture is driven by We began loading Mr***’s items on October 26th, 2017. The services that were agreed upon in Mr***’s moving contract stated that his quote was “Limited to One (1) 26ft box Truck.” While we train our Home Estimators and use advanced moving software to help us calculate weight and volume of shipments, it is not an exact science to determine what will fit in a 26ft box truckThis is why we based our quote on One (1) 26ft box truckTowards the end of the loading process, we found that all items would not fit into One (1) 26ft box truckIn an effort to go above and beyond, Square Cow Moovers quickly addressed this issue by renting an additional 12ft Box truck to transport the remaining items to Arizona at no additional cost to Mr*** We strive to keep our crew members educated and informed about how to minimize damages, and we currently have a damage rate significantly lower than what is considered industry average Regardless, damages are a natural part of the business. Upon the unloading of Mr***’s items in Arizona, damaged items where brought to Mr***’s attention. The Head Mover on Mr***’s move immediately contacted his Branch Manager, *** ***. Mr*** reached out to Mr*** and sent him our information on filing a damage claim as well as our Claims Form. Our standard policy on filing a claim requires all claim information to be mailed into our office for processing via postal servicesIn an effort to expedite the resolution to Mr***’s damage claim, we waived this policy and Mr*** electronically mailed his claim information to us on November 2nd, Regulation under the FMCSA states that a mover has days to offer a resolution to a damage claim once received, however we typically resolve claims much sooner than this mandated timeframe Once received, we promptly began processing Mr***’s damage claimWe began researching repair shops in Mr***’s local area and had a furniture repair company go onsite and inspect Mr***’s damagesThis repair company provided us with a very detailed quote and pictures, which we then used to obtain other repair quotes On December 4th, a Claim resolution and check was mailed to Mr*** to the address we had on file in our systemUnfortunately, the address we had on file was incorrect and the letter was returned as un-claimed. We immediately contacted Mr*** to obtain the proper mailing address and a resolution letter has been re-sent to this correct address on December 13th,

Complaint: ***
I am rejecting this response because:My position, based on the facts outlined above, remains the sameSquare Cow has done nothing to make good on their promise to allow me to repair the badly damaged furniture, resulting from their moving it or the hardwoods in my home, nor have they reimbursed me for the irreparably damaged items they were responsible for when in their care or the items that were lost during the moveThe additional $I paid for added coverage for the move did not, to the best of my knowledge REQUIRE that I ONLY use a repair vendor of their choosingThe contract does, however, stipulate a resolution within days and to date, they have only extended delaysThey did not and cannot produce an itemized list as required by their governing authority, and claims otherwise would be fallaciousMy recommendation is that they spend the time fulfilling their obligation under the law andas presented in their own contract and cease blocking any possible resolutionAs for the owner, the fact that your employee demonstrated verbally abusive behavior is not overlooked, yet not even the hint of apology was forthcoming.The disstress caused by doing business with Square Cow has continued and become an impediment for me to making progress in resuming everyday responsibiities and activitiesAt this point, I will consider further delays to resolve this issue as their failure to make good on the terms of the business transactionI did business in good faith and they did honor thatThey are preventing me from getting settled in my home and if they do not reimburse me for the items that did not make it to my home (incomplete shipment), it is as good as theft.Unfortunately, this could have and should have been dealt with in a timely manner and they are without excuse
Regards,
*** ***

We have re-opened this claim in an effort to come to a resolution

Complaint: ***
I am rejecting this response because: Discussion is still pending between Square Cow Moovers and repair vendor.
Regards,
*** ***

Dear Sir/Madam, I am writing to see if you can help me in bringing to a just conclusion, the horrendous ordeal I experienced by hiring Square Cow to move me from Austin, back to my home in Atlanta, GAFrom the beginning, the services and quality of service was misrepresented by ***, the salesman
The cost went up significantly, as the “tight fit” he stated it would be in one of the trucks, necessitated another truck that I had to pay an additional $forMy $7,move was anything but professionalThe Below statement was sent to Mrs*** in her confirmation emailWe never guaranteed her it would fitHer price was only for one professionally loaded truckIn addition, the $was an extremely discounted rate due to this not being fully plannedAlthough she was informed there was the possibility of it not fitting, we still offered her an extremely low rate to try and satisfy herI wanted to quickly emphasize that this quote is based on one professionally loaded 26ft box truckAccording to our software, it is going to be right at one full truckWhile we think it could fit, it's always important for us to state that we can't guarantee itI'm happy to further discuss if needed They sent only, people to deliver the contents of my two story, three bedroom home? Besides showing up many hours later than promised, one of the drivers was screaming profanities at me in my home, and complaining about being overworked and tired from drivingI made the mile drive as wellHe is very fortunate I allowed him to leave unescortedDisgracefulWe arrived late the next day due to having to stay longer to load trucksWe arrived anticipating to get as much as we can in one truck and then leavingMrs*** decided she would like to use a second truck when all her items didn’t fit into oneWe commu***ated the change in the schedule when there was a change in the description of the jobAt the time, I had my 14yrold, Yellow Lab dying and in need of medical careThe delay in showing up was unexplained as was the fact that the same two drivers were also moving my household belongings until the wee hours of the next morningI was not aware that drivers were also assigned to the physical moving in an interstate moveHad they told me this, I would surely not have signed the contract and would have gone with a more reputable company for the same priceThe promise was that they would be the "best" crewTwo drivers, one of whom made me frightened in my own home was not what was promisedIt is common practice for drivers to handle the moving portionWe don’t have a position that is strictly driversAll drivers also move furniture. Also we did provide drivers for your moveShe was never told that her driver would not be moving furnitureOn top of all of this, much damage was done to antique furniture, my home, and a few items were just lostThe boxes were left in precarious positions that prevented me from utilizing my kitchen and getting my car in a 2-car garage, blocking backdoor exit, and made me unsafe in my homeSince, after repeated calls I was unsuccessful in getting anybody to help me in south Austin, I eventually reached ***, the General Mgrwho was able to hire some local people from some moving company on the other side of town and they moved things aroundAs Mrs*** stated, when boxes weren’t positioned like she liked, we paid over $to send a company out to fix it to her satisfactionIn Addition, Mrs*** could have instructed our guys to place boxes wherever she liked at the time, they were told to put them in the garageThis move began on October 3rd and was completed on October 6th, although the employees were still here until the early hours on the 7thIt took me a full month and a half to even open all the boxes to see what damage was doneI sent my claim in on 12/via FedEx and heard nothing for over a monthI copied *** on the claim and still nothing, until I persistently emailed only to find out the claims person, *** was gone and as of this Monday, 12/23, nothing had been done to address my claimWe did have a manager *** that should have commu***ated more promptlyI can’t get his statement because we dismissed *** from our teamWe apologize about any commu***ation issues and quickly started commu***ating when we found out about her moveWe received her claim on 12/and starting commu***ating with her by January 13thAlthough we are still within our legal timeframe, she was not responded to in our company responsiveness expectationsSince we started commu***ating on Janaury 13, we have been extremely responsiveNow, *** is emphatically stating that he, from Austin, is going to find repair people here in the AtlantaI am still waiting, despite ***’s claim that he would provide a “fair and equitable” resolution on Monday, then Wednesday, now, when he’s ready, stating that they are within their daysAs of February 3, we have received quotes from reputable companies and we chose oneThey are suppose to be reaching out to Mrs*** todayWe are confident we will have her claim completely resolved within our day timeframe from the time we received the claimI do not have more time to invest and I believe that’s what he’s counting on, that I’ll just give upThe fact that *** misrepresented the way my property and I would be dealt with is bad enoughNobody should feel threatened in their homeAdding to that, the loss of property and damage to heirlooms and furniture, and asking me to wait for repair referral is unreasonable, as if I have another months to arrange to meet with different repair people, get estimates, and then schedule the workWe are trying to get this resolved with Mrs*** and we believe that we can get most items to be repairedAnything that isn’t repaired will be handled through proper resolutionI would never have hired the company if they had told me they were sending an insolent and explosive man and one other employee to move meI had a better offer from a reputable competitor*** emphasized that they were within your days to resolve, but with all the hardship I endured by contracting with your company for $7,000, dealing with this on an ongoing basis is causing me additional stress and keeping me from moving forward and taking too much time for my job search-I was already delayed with the time it took to even have the boxes moved to the appropriate places so that I could be safe and locate my personal belongingsAll of this because the salesman just wanted my businessNobody oversaw this move appropriatelyWe believe we represented our services accurately and fairly to Mrs***We delivered on every agreement of her moveWe loaded all her property and delivered it to her destinationWe charged her the amount she agreed and authorizedI am disgusted by the way I’ve been treated and am reaching out to you as an attempt for you to encourage Square Cow to do the right thing and make me whole in this disasterous move, as soon as possible and without further delayWe are trying to resolved this as fast as possibleWe just need Mrs*** to allow us to follow the proper guidelinesWe are sending out a reputable repair company, anything that can’t be repaired we will resolve fairlyIn addition, we paid over $to have another company come get things situated to her liking, which we weren’t obligated to doWe did it in effort to make things right by her***, their General Mgr, has told me he will no longer respond to my emails, so I have tried to reach out to Wade via LinkedIn, but as far as I know, he has no information about my moveI had asked ***, repeatedly, for the owner's name, but he would not disclose what is public informationWe told Mrs*** we would get back with her as soon as we gathered quotes and further action was neededIt is almost months since the move and it would present further hardship to me for this to continue any longerAlthough Mrs***’s move was completed in October, we didn’t receive her claim until 12/07/We will have this finalized within our day allotted timeI am still without the few missing items and he refuses to reimburse until everything is fixed by HIS choice of service peopleNo estimate of damage was made, despite my providing the documentation, photos, and letter explaining the damagePlease help me so I can put this nightmare behind me and be made whole in my lossWe will have her items repaired and anything not repaired will be resolved in a fair mannerWe have until March 5, to complete this claimWe will work diligently to have this resolved prior to our required resolution date

We deeply regret the experience that the customer endured and have fully refunded her for the services she received in the amount of $We, also, covered all of the damages she listed in the amount of $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Our move was on Wednesday April 26, 20172 days after the move the repair person from the company by the name [redacted] came to repair the desk. He could not do anything because they send only him. At the same time we showed him the console metal table that was missing glass.  [redacted] and us were looking for the glass everywhere and could not find it. He personally contacted someone from the moving team that moved us, and we were present at the conversation. He was told that the glass was broken. When [redacted] head about the glass, he was in disbelieve that this happened and that we were not informed. He said that he is sure that the company will reorder the glass for us. He also asked us not to put any reviews or complaints yet. Nobody told us about it, and this damage was completely new to us. And the manager Rebecca was aware of this from us and later also from [redacted] who talk to her in our present. [redacted] had to come back again couple of days later with helper to try and repair the desk. The repair was made to the best of their ability. Nevertheless the desk still missing 2 cover pieces and apparently they were lost by the moving crew. When we asked [redacted] about the glass, his answer was very short: "You need to file the complain form with the company". The company did not send any personnel to help with the boxes. We moved and rearranged the boxes our self during the first week.The 2 person crew came to reassemble the furniture and move the outside grill to the deck. During the assembly they found that some screws were missing and told me that I have to go to [redacted] to purchase the screws.We showed them another piece of furniture with the broken base. It is still padded in the garage. The response about the credit card charge is also incorrect. This not what we were told by the crew’s foreman ! He said exactly what we wrote in our complain, that we will be contacted by the office in the morning before the credit will be charged.The way company management is ignoring our complains is unacceptable, and needs to be known to the public. People can make informed decision based on all the facts, and our bad moving experience with the company. 
Regards,
[redacted]

Mr. [redacted], We have decided to meet your request of $3,000.00. We initially sent you $1,000.00 and on 1-23-18 a check in the amount of $2,000.00 has been issued and sent.  We deeply apologize for the damages that occurred on your move and we appreciate you allowing us the opportunity to seek repairs.  We are very sorry we were unable to make that happen. We truly thank you for your patience. Best Regards

I am rejecting this response because: After carefully reading the response to my complaint by Square Cow, I submit that it does not accurately portray or address the facts and circumstances of my move. I have spent a good deal of time to try work this out with the company and have also compared my move against regulations of the industry, as set forth by the FMCSA. I am going to begin to address the details here, but will have to continue to do further research before I will provide additional support to my already, well documented claim. Despite what the response states, the additional $750 was the entire additional truck rental charge, per [redacted], via [redacted], rented from [redacted] for the smaller truck. I only agreed to pay at the time because much of my property was left on the front lawn of my landlord’s rental and the rest, in the original truck. I had no choice, at the time, as I was obligated to move my property and no other options were offered. Initially, I was not made aware by the salesman that there would be an additional expense, although I did discuss with [redacted] the possibility of there not being sufficient room in the truck. He stated that he was inclined to believe that all would fit in their truck and, in the event there were a couple of things that did not fit, an extra truck would be provided to haul off anything I no longer wanted. I did get rid of a couple of items, but there was no indication that so much of my remaining furniture and belongings would not fit or that this might require that much additional cost to me. Clearly, the salesman underestimated the size of the load, even if unintentional, and/or overestimated the skills of his crew. I did not ask for a second truck, rather it was [redacted] who proposed that idea or he would have had to have his crew unload the truck. I was in essence, charged additionally for his errors and crew incompetence. ____________________________ As we stated in the confirmation email, we could not guarantee it will fit. We also clearly commu[redacted]ated that the price was for one 26’ box truck. Our best solution was to provide you another truck. We did this at an extremely discounted rate of $750 since your items did not fit. ____________________________ As for the response re: the late arrival for delivery, the fact is that they did not arrive the next day-the loading was done on October 3rd and the delivery was on the 6th. I was there for the loading and I left at the same time, for a 15 hr. trip for a passenger car, stopping over for two nights. ____________ We do apologize that the second truck was required. When the second truck was required, it changed the scope of the job. We clearly commu[redacted]ated an agreed upon time line. _____________________________ It may be common practice for SCM to send only 2 drivers, each driving a separate vehicle, for a long distance, cross-country move (approximately 900 miles, one-way), to load and unload the vehicle, but I do not believe this is the industry standard. In the interest of safety to the drivers as well as the reasonable expectation of adequate care of my property, this should not have been the case. It is my understanding, according to the FMCSA (regulating agency), a driver must have 10 hours off duty before they can begin to drive, then they are only permitted to drive for 11 hours, leaving only three of the 14 hours allowed “on duty” remaining. They are not permitted to drive again until they have an additional 10 hours off. This is because it is considered hazardous for a driver to drive if they are experiencing “fatigue”, which is exactly what one of the drivers complained of the entire time he was unloading the truck. Not only is it dangerous for the driver in this condition, it also may endanger the mover in the customer’s home, increasing the likelihood of accidents and damage to property. This is undoubtedly the reason for the carelessness, resulting in damage and loss. In addition, after being here for many more hours than they should have been, because they had no other crew, they returned to driving their vehicles without any rest at all. We also agree that fatigue is a reason drivers should not be driving trucks on the road. That is why we ensure we are complaint to these regulations. No one was put in danger due to our driver being tired. Our team wasn’t asked to do anything we feel would be an excessive amount of work. ______________________ While my claim and the mandatory forms completed and documentation, including photographs, submitted on December 6th, it is not true that my first discussion regarding my issues occurred at that time. Contrary to what the response contends, it was not January 13th  when this came to his attention. I was in contact with the Manager, almost immediately following the day following my arrival at my home, October 7th, and continually, so there was ongoing discussion as to my concerns, with emails to support this.  At month 4, this is not what I would consider “as fast as possible”. The company claims that the customer has only 90 days to complete their claim, but I was informed that federal regulations for the industry allow for 9 months from the date of the move. I continue to uncover damages, as time goes by, but in the interest of time, have not included them. Despite all the chaos, I was timely in submitting within 60 days. By preventing me from having the damage repaired on my own and by failing to replace lost and irreparably damaged items, SCM is unnecessarily causing additional harm. Mrs. [redacted] was in contact with us. She stated her problems and we acted quickly to resolve. I.E. paying for a crew to come move things around inside of her home in attempts to make things right. Once we did that, we informed her she needed to send in her claim form so we could get started resolving any damage. She sent in her claim form and we got started. She did have 9 months to complete the claim, we have 90 days from the time the claim is received by us to complete. __________________________ As for the boxes being put where I had asked, that is also incorrect. The boxes should have been labeled clearly. I was physically unable to see what they actually left in the garage until another company came in to help move them around  so I could try to determine what was in the boxes because they filled the garage so full . I absolutely told them to put boxes in the right rooms and if they ran out of space, to use the empty living room, since I had no furniture for that room and it was empty. They did not comply. Part of the problem was that they did not follow industry standards of labeling my property so I was not even able to determine whether all the contents were delivered. Regulations state: We were totally open to putting the boxes where Mrs. [redacted] wanted them. We were never informed about the boxes being in the wrong place until after the move. Once we were informed, we acted quickly to try and resolve the issues, even when we weren’t convinced this was our fault. §375.503    (a) You must prepare a written, itemized inventory for each shipment of household goods you transport for an individual shipper. The inventory must identify every carton and every uncartoned item that is included in the shipment. When you prepare the inventory, an identification number that corresponds to the inventory must be placed on each article that is included in the shipment. (b) You must prepare the inventory before or at the time of loading in the vehicle for transportation in a manner that provides the individual shipper with the opportunity to observe and verify the accuracy of the inventory if he or she so requests. We believe we met all of our legal obligations and responsibilities __________________________________ This above practice was not followed by SCM, which necessitated the added services in order to provide safe access in and out of my home.  Clearly, “My liking” was not the reason they were necessary. The movers were supposed to place the boxes in the appropriate rooms, as was promised. If I were planning to move the contents of a two-story house, I would have only paid for a drop-off. This was supposed to be part of the cost of the move. They just did not complete their job. They were obligated to do so and any additional cost was their own doing because they did not assign the adequate number of people to do the job and tried to cut their costsAgain, although my submitted claim was received, no review or response was offered until I reached out several times to find the claims person was no longer with the company.  Even acknowledgement of the claim required my contacting the claims department.  As of today, February 3rd, nobody has contacted me about any repairs.  I must return to work and have a right to pursue means of employment. I have waited patiently and unnecessarily without explanation as to why the continued delays. Lost items cannot be replaced. Some damaged items are not usable. Nothing has been offered to remedy this. [redacted] did state that he would no longer reply to my emails, so I have no choice, but to try to remedy this outside of the company. We did set up the home to Mrs. [redacted]’s liking. She claims boxes were left in the wrong area, which we paid to have that issue corrected. She could have corrected our movers or reached out to management, but we weren’t informed into after the move. Her move was not a local move, which required us to pay another company to fix. We allowed the company to do anything and everything needed to satisfy Mrs. [redacted]’s needs. ___________________________________ Simply stated, and contrary to the company’s response, SCM did not deliver on its stated promises, nor comply with industry standards. In addition, a company that fails to even follow federal regulations is hardly to be trusted with “gathering quotes” from out-of-state or providing their choice of repair companies. Based on the events to date and the response, it appears that the goal of SCM is to deny me the fair and equitable offer that was promised for my loss. Instead, it appears their goal is to address this in the cheapest way possible, even if that means not covering my damages. It also appears that they could not possibly complete their portion of the process by March 5th as they have continued to use delay tactics. My request remains that I be reimbursed as previously requested. Although that does not represent reimbursement for my time and the verbal assault by the employee, not to mention  my damages, I believe my request was more than fair. Mrs. [redacted] saying we are doing this as cheap as possible is not the truth at all. Most of her statements are inaccurate. As we have stated many times to her, we plan on having all items that can be repaired, repaired. Any items that can’t be repaired, we will resolve in a fair manner. Mrs. [redacted] continues to escalate the situation without giving us the opportunity to fix it. We will have this claim processed within our legal timeline expectations. We have sent out a crew to arrange things, getting a reputable company for repairs, and resolving any non repairable items. We are doing everything we can to resolve this manner.

Complaint: [redacted]
I am rejecting this response because: After carefully reading the response to my complaint by Square Cow, I submit that it does not accurately portray or address the facts and circumstances of my move. I have spent a good deal of time to try work this out with the company and have also compared my move against regulations of the industry, as set forth by the FMCSA. I am going to begin to address the details here, but will have to continue to do further research before I will provide additional support to my already, well documented claim. Despite what the response states, the additional $750 was the entire additional truck rental charge, per [redacted], via [redacted], rented from [redacted] for the smaller truck. I only agreed to pay at the time because much of my property was left on the front lawn of my landlord’s rental and the rest, in the original truck. I had no choice, at the time, as I was obligated to move my property and no other options were offered. Initially, I was not made aware by the salesman that there would be an additional expense, although I did discuss with [redacted] the possibility of there not being sufficient room in the truck. He stated that he was inclined to believe that all would fit in their truck and, in the event there were a couple of things that did not fit, an extra truck would be provided to haul off anything I no longer wanted. I did get rid of a couple of items, but there was no indication that so much of my remaining furniture and belongings would not fit or that this might require that much additional cost to me. Clearly, the salesman underestimated the size of the load, even if unintentional, and/or overestimated the skills of his crew. I did not ask for a second truck, rather it was [redacted] who proposed that idea or he would have had to have his crew unload the truck. I was in essence, charged additionally for his errors and crew incompetence. As for the response re: the late arrival for delivery, the fact is that they did not arrive the next day-the loading was done on October 3rd and the delivery was on the 6th. I was there for the loading and I left at the same time, for a 15 hr. trip for a passenger car, stopping over for two nights. It may be common practice for SCM to send only 2 drivers, each driving a separate vehicle, for a long distance, cross-country move (approximately 900 miles, one-way), to load and unload the vehicle, but I do not believe this is the industry standard. In the interest of safety to the drivers as well as the reasonable expectation of adequate care of my property, this should not have been the case. It is my understanding, according to the FMCSA (regulating agency), a driver must have 10 hours off duty before they can begin to drive, then they are only permitted to drive for 11 hours, leaving only three of the 14 hours allowed “on duty” remaining. They are not permitted to drive again until they have an additional 10 hours off. This is because it is considered hazardous for a driver to drive if they are experiencing “fatigue”, which is exactly what one of the drivers complained of the entire time he was unloading the truck. Not only is it dangerous for the driver in this condition, it also may endanger the mover in the customer’s home, increasing the likelihood of accidents and damage to property. This is undoubtedly the reason for the carelessness, resulting in damage and loss. In addition, after being here for many more hours than they should have been, because they had no other crew, they returned to driving their vehicles without any rest at all. While my claim and the mandatory forms completed and documentation, including photographs, submitted on December 6th, it is not true that my first discussion regarding my issues occurred at that time. Contrary to what the response contends, it was not January 13th  when this came to his attention. I was in contact with the Manager, almost immediately following the day following my arrival at my home, October 7th, and continually, so there was ongoing discussion as to my concerns, with emails to support this. At month 4, this is not what I would consider “as fast as possible”. The company claims that the customer has only 90 days to complete their claim, but I was informed that federal regulations for the industry allow for 9 months from the date of the move. I continue to uncover damages, as time goes by, but in the interest of time, have not included them. Despite all the chaos, I was timely in submitting within 60 days. By preventing me from having the damage repaired on my own and by failing to replace lost and irreparably damaged items, SCM is unnecessarily causing additional harm. As for the boxes being put where I had asked, that is also incorrect. The boxes should have been labeled clearly. I was physically unable to see what they actually left in the garage until another company came in to help move them around so I could try to determine what was in the boxes because they filled the garage so full . I absolutely told them to put boxes in the right rooms and if they ran out of space, to use the empty living room, since I had no furniture for that room and it was empty. They did not comply. Part of the problem was that they did not follow industry standards of labeling my property so I was not even able to determine whether all the contents were delivered. Regulations state: §375.503    (a) You must prepare a written, itemized inventory for each shipment of household goods you transport for an individual shipper. The inventory must identify every carton and every uncartoned item that is included in the shipment. When you prepare the inventory, an identification number that corresponds to the inventory must be placed on each article that is included in the shipment. (b) You must prepare the inventory before or at the time of loading in the vehicle for transportation in a manner that provides the individual shipper with the opportunity to observe and verify the accuracy of the inventory if he or she so requests. This above practice was not followed by SCM, which necessitated the added services in order to provide safe access in and out of my home.  Clearly, “My liking” was not the reason they were necessary. The movers were supposed to place the boxes in the appropriate rooms, as was promised. If I were planning to move the contents of a two-story house, I would have only paid for a drop-off. This was supposed to be part of the cost of the move. They just did not complete their job. They were obligated to do so and any additional cost was their own doing because they did not assign the adequate number of people to do the job and tried to cut their costsAgain, although my submitted claim was received, no review or response was offered until I reached out several times to find the claims person was no longer with the company. Even acknowledgement of the claim required my contacting the claims department. As of today, February 3rd, nobody has contacted me about any repairs.  I must return to work and have a right to pursue means of employment. I have waited patiently and unnecessarily without explanation as to why the continued delays. Lost items cannot be replaced. Some damaged items are not usable. Nothing has been offered to remedy this. [redacted] did state that he would no longer reply to my emails, so I have no choice, but to try to remedy this outside of the company. Simply stated, and contrary to the company’s response, SCM did not deliver on its stated promises, nor comply with industry standards. In addition, a company that fails to even follow federal regulations is hardly to be trusted with “gathering quotes” from out-of-state or providing their choice of repair companies. Based on the events to date and the response, it appears that the goal of SCM is to deny me the fair and equitable offer that was promised for my loss. Instead, it appears their goal is to address this in the cheapest way possible, even if that means not covering my damages. It also appears that they could not possibly complete their portion of the process by March 5th as they have continued to use delay tactics. My request remains that I be reimbursed as previously requested. Although that does not represent reimbursement for my time and the verbal assault by the employee, not to mention  my damages, I believe my request was more than fair.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Person Square Cow Moovers has engaged, came unprepared to complete work on first visit  on January 9th.  She returned today January 18, at approximately 1:00 for a second attempt, but remains uncertain about what she can "actually" accomplish.  Still no update/status on curio/glass replacement.  Contractually, Square Cow Moovers has until January 30, 2018 to complete this work, and I will remain willing to bring this to closure with the $3000.00 settlement initially offered.  
Regards,
[redacted]

We have a repair technician working through repairs for Mr. [redacted].  Our timeline shows that we’ll have Mr. [redacted]’s issues resolved by the end of January.  I apologize that we failed to update our Revdex.com complaint process to let you know we’re still working to resolve the issues.  We have communicated with Mr. [redacted] throughout the process to ensure he’s aware of the timeline.  We are 100% happy to answer any further questions.