Eco Movers

We have received an email from [redacted] the insurance adjuster as follows:RE: [redacted] claim with Eco Movers request assistanceReply|We have been in contact with Mr [redacted] and we are proceeding with our investigationThank you,

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID *** The company's insurance appears to be making an effort to work with me at this time At this point I'd like to afford them the oppertunity to resolve the issue before proceeding down this avenue

Complaint: ***
I am rejecting this response because:The accounting of the business is inaccurate I provided initial documentation in the form of photos, with timestamps, but this appears to be ignored (see email from Nov 23, to Glenda) While additional information was requested by the company in my contact with Gavin (Nov 30) a request for clarification of exactly what information they wanted (11/30) was ignored As noted several items were of significant age, 30+ years, so receipts simply aren't possible Offers for time stamped photos, offers of evidence that I was out of the state for a month, and offers of affidavits from friends were also ignored (Nov 30) We next communicated via email (Dec 18th) and decided on a phone call which took place on Dec 21st At that point Gavin made it clear the issue would be handed off to insurance in an effort to resolve the issue as promptly as possible No efforts have been made by Ecomovers to clarify the information requested, I asked in email (Nov 30) and on the phone (Dec 21) about how best to document value when no receipts were available and what evidence would suffice - these issues have simply been ignored It is not a matter of me not supplying the information, they've been unwilling to clarify what to do in my circumstance Their recounting is demonstrably and I have emails that prove it.To date I've not moved past this point The insurance company has passed the issue off to another insurance company but no one will talk to me from that end Ecomovers refuses to take any action as the issue is now with the insurance company but as noted my business was with Ecomovers It is their responsibility, in my mind, to correct this If their insurance company is non-responsive that is on them to resolve, not me I've tried to work anything out with the insurance company for the past months nearly and I've gotten nowhere Clearly this isn't working and I feel it's the Ecomover's, the company I hired, responsibility to step in now and make this right.As noted my concern continues to be that if they questioned the validity of the damages after months, as we now approach months since the move, how is this going to be handled?

To whom it may concern, We provided an unloading service for this customer back on July 6th, and we simply unloaded her pod container into her residence. Our company was not the one that packed the pod at it's origin so unfortunately we cannot be
responsible for this missing box as it may have been misplaced at the origin location. It has been months since the move occurred so it is very difficult to accept any fault for this claim as it was not reported at an earlier time. We are of the stance that all the items in the pod were delivered to the customer's residence, our movers did not and would not take a box of kitchen items and frankly it is absurd that this customer would accuse us of stealing a box of kitchen items. Even if the box was misplaced (which we are adamantly deny) the customer opted for the basic insurance valuation which would cover $per pound per article. If the box weighed lbs the total payout would have been $under the level of coverage chosen by the customer. Eco-Movers

This claim for Mr*** is currently in process and under review by our insurance company We have been in contact with Mr*** though there are difficulties in processing this claim due to the fact that he placed the claim months after the actual move date without any supporting
documentation to what he is claimingOur insurance company is requiring specific information and making us file forms with them due to their concern with the length of time between the actual service and the filing of the claim with our company Initially we wanted to handle this claim without getting the insurance company involved We had asked Mr*** multiple times for a list of supporting documents itemizing the damages and corresponding value to his claims To date we still have yet to see this list hence the reason that this claim has been placed with the insurance company When an individual states a claim of $10,000+ without supporting documentation or easily identifiable photos it puts us in a position that does not allow us to settle a claim as quickly as we would like because we need to be sure that the claim is valid and that our company caused the damages Currently it is not only unclear of what the damages are but also if we did indeed caused the claimed damage At this point it is up to the insurance company to decide the legitimacy of this claim

Complaint: [redacted]
I am rejecting this response because:Eco movers' response was horribly unprofessional and defensive - likely due to having many complaints against them already on Revdex.com and [redacted].  Defensive responses are common when the other party is guilty and I think it's clear that the business' response is a case of that.1.  My initial email to the business was 5 months after the move because a) I wanted to be completely unpacked and b) I wanted to check and double check all of my belongings before sending an email of that nature (missing items) to the business.2.  As I wrote in my initial email to the business, my tone was not accusatory but remained open to the possibility that the box was misplaced.  I have a right to question what happened when items go missing.  The business became and continues to be extremely defensive, however (see point 1).3.  I also explained in my initial email to the business and in my claim that there is no way that a box went missing during the first part of the move - which I had my eye on at all times.  The move was from a first floor unit and the PODs container was right outside the door.  So I watched them load every box and piece of furniture from my unit to the storage container.  Then, I inspected my own apartment and confirmed that no boxes were left behind.  Finally, I locked up the storage container myself.4.  The unloading of the storage container at the final destination of the move was from the street level, up a few stairs, and into an elevator.  I was not able to have my eye on the movers and belongings/boxes as they unloaded the container and moved the items to my apartment.  From what I observed, however, I did notice the movers be careless with the items and I even saw them damage doorways and walls in my unit.  The business has already acknowledged their wrong doing in a separate correspondence.5.  The business has low credibility with me and with other customers (see attachments for [redacted] reviews / photos).  As I mentioned, I already initially complained about slow service and carelessness that led to damage to my apartment unit - which the business reimbursed me for.  They acknowledged the wrong doing.  In the [redacted] reviews, in the last year alone, there were 11 complaints of similar nature toward Eco Movers.  Two reviews - see attachments - note that boxes/items were damaged.  The items noted in the [redacted] reviews were similar to the items that I am now missing (kitchen ware..plates, bowls, basically breakable items). I'm pretty sure what happened was that due to carelessness, the mover dropped a box and heard something shatter.  Then, he hid or disposed of the box somewhere.  By the way, the dumpster trash is right outside of the building on street level (close to where my storage container was located).  Also, the movers' truck was not parked too far from where the storage container was on street level.  I did not have my eyes on the movers at all times - so it would have been easy for them to take or dispose of the damaged box.  Lastly, I noted that it took them an extremely long time to bring up my items.  I was suspicious then and I believe I have reason to be now.Listen, boxes and items don't disappear out of nowhere.  For all of the reasons above, I am confident that the movers of Eco Movers were responsible for my missing box.  I regret using these movers so much - and I wish to warn others from using them.  My items are irreplaceable as they were hand picked from a special retailer over the course of many years.  I can't believe I even tipped the movers.  Finally, as I mentioned in my first complaint right after the move, one of the movers made me feel extremely uncomfortable.  I feared for my safety - which I think is the most important thing in one's life.  I seriously question that this business should continue to be in operation.
Sincerely,
[redacted]

We have received an email from [redacted] the insurance adjuster as follows:RE: [redacted] claim with Eco Movers request assistance. Reply|We have been in contact with Mr. [redacted] and we are proceeding with our investigation. Thank you,

We agreed to refund the consumer one hour and did so.  However, apparently the consumer filed with the credit card company and also received a refund from them.  The consumer needs to contact us as now they have been refunded twice.  We do need to charge their card now.