Family Moving & Storage, Inc.

Complaint: [redacted]
I am rejecting this response because my white bag of clothes and bedding and the movers did not COMPLETE the job. I WAS THREATEN DURING THE WHOLE PROCESS AND WHEN TRIED TO SPEAK TO "TRAVIS THE MANAGER" HE WAS JUST AS DISRESPECTFUL. L
Sincerely,
Christian [redacted]

Hello, At the time of this complaint the client has disputed the charge-back and we have not received the full funds of service provided to customer.To be clear, the client called (2) days after the move and reported that she had suspect fraudulent charges with her credit/debit card. I advised...

her that we would look into and to provide us with documentation of the alleged transactions and we provided client our customer relations and claims service email to send to. I immediately looked into the paperwork on move day and the card she claimed was not the card used to complete her transaction with our company. I notify dispatch and upper management of the situation. After a few weeks without any cooperation from the client, we received notice that the funds was pulled out of our account due to the client submitting a charge-back with our merchant with the code use that "no card was present for transaction". We followed up with our merchant and provided supporting documentation of proving the charge-back. The charge-back was re-funded due facts wavering in out case with documentation. Another week went by and we received noticed that the the client is now claiming a fraudulent charge with her cardholder and the funds was released once again from our account. The merchant then advised we take issue up with client and also try to proceed with collective efforts to get funds since she has now closed her account and de-activated card. We again provided supporting documentation due to the fraudulent claim with our company and blatant accusation against our company. We proceeded to contact client to provide us with the outstanding balance with our company. We do not use a out-dated system of payment as customer is alleging. We use the carbon copy imprint usually since 1) We don't always have access to a terminal where the sale is taking place at the time. 2) We wants to collect your credit card information quickly and without errors. 3)We wants proof that the card was present and the client approves the transaction by signing, in case the client disputes the charge later (which pertains in this case). At no time was there any cooperation from the client supporting the complaint as indicated with the Revdex.com and can not provide proof of the alleged fraudulent transaction. We kindly ask that you close this complaint as it does not meet our policy and procedures and is a false accusation against our company. NOTICE: CLIENT HAS PAID US IN FULL AS OF 10/18/2016

This complaint is in regards to complaint number [redacted]. Due to the issues the client experienced as good faith we offered three offers in the amount of $25 , $35 and a final offer of $50 to the client in which she agreed to. The client does not have to accept the offer from our company and...

we can continue to apologize but at this time we are not providing a settlement of $150.00 per the customers request.A settlement letter has been sent to the client via postal mail and after discussion with the client today, March 15th, 2018 I advised as a courtesy we will send to her via email. The client should be advised that she should receive with 1 - 3 business day! We apologize that we are not going to be able to come to an agreement by providing a full or partial refund on how to remedy this issues. We believe the client is under the impression that the Revdex.com can grant discounts or refunds but in fact the only party that can would be ourselves. Thank you and if any additional information is needed, please do not hesitate to contact us. If the customer has any issues, she can contact us directly.

Hello, 
At the time of this complaint the client has disputed the charge-back and we have not received the full funds of service provided to customer.
To be clear, the...

client called (2) days after the move and reported that she had suspect fraudulent charges with her credit/debit card. I advised her that we would look into and to provide us with documentation of the alleged transactions and we provided client our customer relations and claims service email to send to. I immediately looked into the paperwork on move day and the card she claimed was not the card used to complete her transaction with our company. I notify dispatch and upper management of the situation. After a few weeks without any cooperation from the client, we received notice that the funds was pulled out of our account due to the client submitting a charge-back with our merchant with the code use that "no card was present for transaction". We followed up with our merchant and provided supporting documentation of proving the charge-back. The charge-back was re-funded due facts wavering in out case with documentation. Another week went by and we received noticed that the the client is now claiming a fraudulent charge with her cardholder and the funds was released once again from our account. The merchant then advised we take issue up with client and also try to proceed with collective efforts to get funds since she has now closed her account and de-activated card. We again provided supporting documentation due to the fraudulent claim with our company and blatant accusation against our company. We proceeded to contact client to provide us with the outstanding balance with our company. 
We do not use a out-dated system of payment as customer is alleging. We use the carbon copy imprint usually since 1) We don't always have access to a terminal where the sale is taking place at the time. 2) We wants to collect your credit card information quickly and without errors. 3)We wants proof that the card was present and the client approves the transaction by signing, in case the client disputes the charge later (which pertains in this case). 
At no time was there any cooperation from the client supporting the complaint as indicated with the Revdex.com and can not provide proof of the alleged fraudulent transaction. 
We kindly ask that you close this complaint as it does not meet our policy and procedures and is a false accusation against our company. NOTICE: CLIENT HAS PAID US IN FULL AS OF 10/18/2016

Worst Movers not worth to proceed unless you are ready to spend more $$$ & time.

I have done couple of moves with different movers earlier but never faced or seen these type of movers.
They are registered but still worse than any other local movers without registered.
I have used this company service in Jun 2016 for short local move within same city.

I would like to share my experience so other people can make a proper decision before proceeding with this company.

Schedule:
Came 2hrs late after my scheduled time window which messed up my other schedules.

Price/Estimate:
Office people gave me estimate approx. 3 to 4 hrs max for moving based on my inventory but the moving crew took 7hrs+ to complete the move.so you can understand how much additional money I spent on these slow moving crew of which at least 1 crew did not work for most of time.so technically 2 crew did the job but they charged for 3 crew.

Care for Items:
No Care for the items as if any damage happens they pay 0.30cent per pound so based on this you calculate your stuff. Hope our stuff is more valuable than what they pay that also depends based on their own investigation & discretion to pay for damage.
My furniture bedframe, sofa was damaged even after paying extra $$$ for packing & wrapping.

Blankets & wrapping:
Don’t expect blankets to be same as you seen with other moving companies.
These guys blankets are have complete their life span & they are still using which will does not give any protection our furniture or goods, torn & so thin like papers.

Delivery:
Damaged goods will be hidden/undelivered until they received the final payment.
Once payment is received then they will unload the damaged ones.

Claims:
I spent so much of time to process my claim but finally felt nothing exist in real.
If they damage happened be ready to spend additional number of hours in reading papers, submission & follow ups, as they will tell in moving industry has so much paper work for claims approx. time frame 3 months no guaranteed. No caring or helping – very rude nature.
Claims will be handled by Travis – he is very rude to deal.

Communication:
Very polite until you make reservation, once done forget about communication does not even care to return to your voice mails & mails.
No calls will be answered on the day of move as they are not responsible. I think these guy will give subcontract the work to some other guys.

Just try this to know:
Instead of saying looking for move state “move completed would like to talk” – then their real voice will be heard.

The guys were true professionals. They called me to let me know they were on their way. They arrived on time. Did a great job of loading us up and moving us into storage. Will definitely use them to move from storage to my new house.

Hi, We are working hard to bring resolution to this complaint and the client was assigned a furniture inspector and repairman yesterday dated 7/11/16 and items at this moment has already in the process of being repaired.We have the right to extend the amount of time if we feel your claim needs...

further investigation, as discussed with you on several occasions. Please be advised we are working diligently to take care of this matter as well with all legal standing as licensed and insured movers of IL. Thanks, Travis [redacted]Customer Relations & Claims Manager | Certified Moving ConsultantFamily Moving & Storage, Inc.

They did a great job, moved quickly and efficiently

Hi Michael, We apologize for the delay in returning the bag as it was with our general manager and we had no access to. At this time, the bag has been delivered to the customer and again apologize for any inconveniences or worries.Thanks, Customer Service Department

Hi Jamia, 
 
You still have an active claim with us and we are working to resolve this matter as quickly as possible. To stand corrected, all items have been repaired and or replaced with the exception of (2) chairs that are stained. We do have an offer in regards to this matter and I have reached out to you via telephone to discuss this matter. We do have documents to prove as such. 
 
Please contact us resolve the other two items claimed in order for us to close the claim. 
 
Thanks,
Travis [redacted]
Family Moving & Storage 
Customer Relations & Claims Manager 
773-235-6684

We have been in direct contact with client in hopes to resolve any problems and issues that occurred. The client has spoken to [redacted] since the move took place. Client has understand that any and all issues needs to be reported to our claims department for further investigation.

Revdex.com:
From: Corey [redacted] [mailto:c899[redacted]@gmail.com] Sent: Wednesday, January 24, 2018 11:21 AM To: Revdex.com Info <[email protected]> Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted]   Hi there,    Could you please take down my complaint #[redacted] as I have settled with Family Moving & Storage offline.    Thanks, Corey 
Sincerely,
Corey [redacted]

This letter is in response to Case # [redacted]. The client is requesting a full refund for wrongdoing or damages and we are unable to accommodate their request as their expectations far exceed our liability or logic. The client was provided with a move from our company, the charges were explained to...

the client and copies of the BOL were provided onsite. We never received a phone call from the client regarding his move experience until four (4) days past his completed move. Our customer survey that is filled out by the client at completion of the move indicated that he was fully satisfied with our services. We only heard back from the client through [redacted] four (4) days later mentioned that he was not satisfied and had some damages to some of his furniture but did not mentioned floor damage. We reached out to the client and begin the process of our claims. We provided a settlement offer of $23.25 to the client yesterday via email based on our liability coverage offer, however the client expressed complete dissatisfaction and we offered clarity. We have now received this Revdex.com complaint to follow. In the good faith of the company we are willing to offer a final settlement of $50.00 in lieu of the issues and damages as extended compensation. We apologize that we are not going to be able to come to an agreement by providing a full refund on how to remedy this issue as per our contract that was signed and agreeded upon by both parties discussed our liability coverage. We believe the client is under the impression that the Revdex.com can grant discounts or refunds but in fact the only party that can would be ourselves. Thank you and if any additional information is needed, please do not hesitate to contact us. If the customer is willing to accept our second offer, he can contact us directly.

Ryan and five guys were exceptionally professional and skilled at moving along with fantastic work ethic. They were friendly and were a pleasure to work with. Jose made moving fun!! They all took care of my delicate things as if it were there own. Debbie and Vivian in the office, really to how to make things work as far as scheduling. From Alfredo, my salesperson to Mark and Travis, each one very accommodating and really listens to all of my concerns. They are the best I have ever come across and very reasonable. Make them your first call when moving. You won't regret it!!

Initial Business Response /* (1000, 5, 2015/09/02) */
This letter is in response to Case # XXXXXXXXX. The client filled out an inventory on-line
which allowed us to assess how long and how many men should come out on the client's
selected move date to assist in their moving needs....

When we arrived the client had a LOT more
items than they suggested on the inventory form. We informed the client that the move was
going to be more expensive because we were not going to be able to fit all the items in the truck
in one load. The client agreed to have us continue with the plan to move her and said she was
in agreement with the structured rate.
The issues the client is mentioning about the storage is completely false. She did not have a
storage unit big enough for her items to fit in thus causing all the issues with the items needing
to be held onto until the following day.
As an attempt to satisfy the customer we were able to do a last minute overnight hold of
these items. We had provided the client with unheard of discounts including: free materials on
Day 1, free overnight hold of her items, and free transit time from our facility to her home.
In short, the issues the client had were preventable; the client could have taken the time to
properly list her household items so that we would have sent 2 trucks instead of one and she
would have gotten a larger storage unit. Her inability to inform us about her move accurately is
no fault of ours.
Because this complaint was completely unavoidable and we have a written and signed
statement from the customer that the discount provided was sufficient we ask that this complaint
be removed.
If any additional information is needed please don't hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1-I did fill out an inventory on line to go with my order for moving. On this order I gave a complete account of my inventory to be picked up .Therefore FMS should have known how many items I had to move. When FMS told me my inventory was larger than expected I went back to the email they had sent me to confirm the size of my inventory given to them. It was at that time I saw that FMS had removed both my inventory list and my moving order from their site.
2- I was in agreement with the rate however I was told the rate was per hour and not by truck size.
3-I did have a storage area in Public Storage that accommodated all my inventory and was the correct size for my inventory. But by FMS arriving 2.5 hours late I lost my storage discount and I had to go to another storage place that had a lower price for storage.
5-My items that were held for a second day pickup was due to FMS sending a truck that was too small to accommodate my inventory on the first day of the move.
6-FMS did NOT hold my items over night. My items were all still at my house. FMS is not telling the truth about my items being held in storage. I have pictures to show all of the inventory that was left behind at MY house and not picked up on the first day of the move so FMS could NOT have stored my items.
7-a) I paid $340 in cash to the driver who said that all of the customers pay cash for supplies. I now believe the driver took this money as his gratuity and not for payment of supplies.
8- Regarding a discount, FMS is not telling the truth about any discount. They And would not tell the truth about my paying cash since the driver refused to provide me with a receipt for the supplies. The driver said that I would get a receipt from FMS.
8- FMS NEVER held any of my items over night.
9- there was no free transit from their facility. The charge was $100 for transit from their site to my house. They are not telling the truth. They gave me nothing for free.
10-FMS does NOT have written statement from me that says the discount was sufficient. I do have a picture of what I wrote refusing the discount. I refused because FMS required me to sign and write that "the discount was a settlement and that I would not write a complaint.
I expect
I want a complete refund of the $235 charge for the second day of moving as it was their fault not moving all of my items on the first trip. I also want complete refund of the $340 they took in cash. The driver lies and FMS lies if they say I did not give them cash. $340 is not in my original complaint because I believed FMS would lie about my giving the driver in their employ and say that it was the tip. I gave a tip of $100 to the driver and he lies if he says I did not give him the $340 and the $100.
I want a copy of all of the paper work I signed (about 8 pages). I want a copy of all paperwork associated with my move. This is required by law. I was told by FMA and the driver that I would receive a copy. This copy is necessary for myself because a family member had agreed to pay for one half of my move. I need the receipt to show my family member.
I want a replacement of the box that was destroyed when FMS transported the box with my clothes.
I was going to save the clothes in the boxes.
Summary
FMS arrived 2.5 hours late which caused me to have to go to a different storage area to get the discount
FMS was not able to pick up my entire inventory, because they did not bring a truck large enough.
FMS did not hold my inventory overnight , because my inventory was at my home all night ( have no idea where they got that story from???)
FMS destroyed the box the for my clothes.
FMS removed from their web site all of my inventory and my order for the service.
When I asked for copies of the information of my order and inventory FMS refused to give it to me.
FMS refused to negotiate this situation with me or my daughter.
I never took the $50 discount offered to me because they required me to sign a document saying that the $50 was a settlement in full their financial relationship with me
I can send pictures also if requested.
Final Business Response /* (4000, 9, 2015/09/24) */
This letter is in response to Case # XXXXXXXX. The client wants a discount for no wrong doing or damages and we are unable to accommodate their request as their expectations far exceed our liability or logic. The client was provided with a move throughout two days, the charges were explained to the client and copies of the BOL were provided onsite. Both days our men did as expected which was move the client's items. We did not send out a truck that was too small, the client used more space than suggested by their inventory. Storage locations do not 'give up' a spot to a client if the unit is already paid for. Once the storage unit is rented the client would have access to that unit whenever they wanted during the hours of operations for the storage facility. We do not know where the client is getting this information from but the unit she had was not big enough to fit her items- just like the truck wasn't big enough. Both the storage facility and ourselves were under the impression that the move was much smaller than it actually was due to the way the information was provided to us, from the client. We apologize that we are not going to be able to come to an agreement on how to remedy this issue.
In the good faith of the company $50 dollars discount was provided to the customer for the second relocation. The total bill was $285.00 and customer only paid $235.00.
I believe the client is under the impression that the Revdex.com can grant discounts but in fact the only party that can would be ourselves. Thank you and if any additional information is needed please don't hesitate to contact us

Initial Business Response /* (1000, 5, 2014/12/09) */
This is in response to the complaint filed by [redacted]. This customer is not being
honest about their complaint. The client signed a settlement agreement on move day for some
minor complications in the amount of $100.00. This...

took place when the move was done on
November 24th, 2014. The client contacted our lead provider on Friday that same week (the
company that gave us her information originally) saying we damaged her dresser and she
wanted a full refund because of this. The client said she contacted our office and no one
answered. The customer never called our office after the move took place as she knew she
already signed a settlement agreement on move day. When we contacted the customer she
said we broke her dresser and I explained that we are not liable for pressed wood items but she
could send us a picture of the damage and I could see what we could do. After receiving the
picture of the damage which showed a pressed wood dresser which had some of the wood
lacquer peeling/stripped near the leg base. I informed the client that it is going to be difficult to
file a claim for the piece as her move took place on Monday and it was now Friday and she had
previously signed a settlement agreement for a discount on move day. The client insisted we
refund her all the payment she rendered for her move because of this minor damage. We
informed the client that the most we would be able to offer for the damage would be the basic
liability for the item which is at $0.30/lbs/article. With a dresser of 70 lbs the offer was an
additional $21.00 onto of the already provided settlement of $100.00. The client said 'that isn't
enough' and threatened to file a claim with her Credit Card and the Revdex.com. We attempted to calm
down the customer but she was insistent in having a free move. We were unable to
accommodate her expectations as we could only be held liable for the $0.30 per pound per
article as described in the contract the customer signed before the move and during the move.
If any additional information is needed in regards to the this move please don't hesitate to
contact us.
Family Moving & Storage
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company refusing to take any responsibility not only for damage , but poor business and lack of customer service. They calling me not being honest, when there was no honesty on their side at all.
From the start, foreman asked me to pay him cash for 5 hours work in advance. Thirty min before the end he asked for money again. What kind of business is that?.
They are saying I was threatening them with filing a claim, but this is my right to do.
They evaluate the dresser weight 70 lbs, which is not true. It is much heavier.
They promised very good service, and I got a very bad service. Damage should be paid.
Their response is a lot of excuses and not a response that should be given to a customer, that is why it is not acceptable.
Final Business Response /* (4000, 9, 2014/12/17) */
We do apologize that the customer feels as if she received 'bad services' but we
attempted to do this move as fast as possible while attempting to not create any damages. The
customer was asked to pay for the services rendered- this is not abnormal and we are unaware
as to why the customer is pointing out that she made two payments instead of one. The total
amount for the move didn't change due to the two payments, the estimated time changed as
services are based on the precise amount of time used preforming the job.
As stated before, we are only claiming this item out at a 70 pound dresser because this
item is made out of pressed wood and or particle board. As supplied previously we do NOT
honor claims for damaged pressed wood and or particle board items as they are not sturdy for
transport. Because these items have poor structural integrity we are not liable for them getting
damaged when moved. The 'wood chip' is actually a tear in the wood printed veneer covering
the pressed wood piece, this type of damage cannot be avoided because this wood printed
veneer is essentially a sticker covering the particle board, something as small as a string could
catch the veneer and cause a tear in it. With that being the case we will not be offering any
higher settlement. We will only honor the previously agreed to settlement and the $21.00 for the
tear in the veneer on the client's pressed wood dresser. We urge the Revdex.com to review the previous
settlement signed by the customer and review the new 'damage' that is causing the customer to
want a full refund. We ask that this complaint be removed because this client already agreed to
a settlement and is attempting to nullify the previous agreement for something we are not even
supposed to be liable for. (All documents previously provided validates these statements.

I have nothing but good things to say about Family Moving & Storage, Inc. I had been referred to other companies by friends, but saw all of the great reviews on [redacted] & Revdex.com, and decided to get a price quote and see how it went. The other companies tanked on customer service while Family Moving & Storage, Inc. excelled.
1 - Price quote. I sent in about 5 requests online for quotes in one afternoon. By 5:00 pm Travis had responded with a very detailed and well priced quote.
2 - Follow up. I have never hired movers before and asked about a million questions beforehand. I dealt mostly with Travis & Mark and both were very helpful and extremely polite.
3 - Moving Day. The three movers were able to arrive almost 1 hour ahead of schedule. A bit of confusion between the company and movers about arrival time, but no big deal. They got down to business fast and were extremely polite the entire time. Kept smiles on their faces as they were hauling up heavy furniture and boxes.
Finally, they allowed me to look in the truck to make sure I had everything. The time and cost estimate were below what I was told, so I tipped them pretty well. Those guys busted tail and didn't scratch, ding, or dent any of my furniture or the hallway of my building.
Great referral, so thanks to everyone who has reviewed them!

Complaint:...

[redacted]
I am rejecting this response because: the information provided is inaccurate.  I (as the client) did speak to [redacted].  He said he would contact me back with a final resolution.  He also brought up new information about our move back that was not shared with us prior to contracting with this business.  A few days later [redacted] called me to share that he still did not have a final resolution and he would call me soon.  It has been one week since I heard from him.  I am hoping to hear from him now to resolve this issue AND to resolve the pending issue of my move back.  Generally speaking, this experience has not been pleasant.  [redacted] was way more appropriate and understanding than [redacted] (I actually really appreciate his ability to listen).  I just hope he comes back with a  fair compromise.  It looks like my move back will likely be way more than quoted as well.  At that point I will submit another complaint as my total bill will likely be 3Xs the anticipated and budgeted amount.  This company robbed me and the comments originally made to me from [redacted] when he said that if the company "quoted us higher then we as customers would likely not use them" still is not sitting well with me.  We did have several other quotes from other businesses ranging from $1100-$1500.  We would have used them as opposed to this company had we known that the $875 quote would really be $2000 (plus a likely greater increase on the return).  Additionally, the response to my claim says to contact the dispute department.  That information was never given to me in any of my several conversations with this company.  I look forward to settling this, but hope [redacted] will call me back like he said he would with a reasonable compromise. 
Sincerely,
[redacted]

Would recommend this company. Good customer service. They make sure to go over all instructions before they start just in case customer may not have understood all cost involved. All our movers had very upbeat attitudes and professionalism.

Initial Business Response /* (1000, 5, 2014/08/21) */
Our company did come out and pick up Mr. [redacted] table with one leaf, we sanded and polished the table. The final product came out very nice. Upon delivering the table Mr. [redacted] notified us that he had 2 more leaves that went with the...

table. We would have been more than happy to take them with us the first time in case the color did change. As much as we tried to match the color it is never guaranteed that it will be the exact color. We will send some of our movers within the next 7 days to pick up the 2 leaves, at that time we will deliver a check for $30.00 for the claimed missing change. I would like to include that at no time was anything written on the contract relating to a missing jar of change or the missing receiver. With the information provided by Mr. [redacted] we will research and contact Mr. [redacted] when we find the product in question or a receiver similar.
Thank you,
Family Moving & Storage
Initial Consumer Rebuttal /* (3000, 7, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they always say they'll do something and call, and never do. They take no responsibility for their actions, and have a lack of customer service skills. I've been waiting for a replacement, or monetary reimbursement for my stolen receiver and money for 2 months, and they've given me nothing but the run around. Moving is stressful enough without the added hassles. I'm requesting help from the Revdex.com to intervene on my behalf, so these issues can be resolved quickly as possible. I expect this matter with Family Movers to be settled within 2 weeks, by Sept. 5th., include the restraining of my additional 2 leaves, money for the stolen change, and either money/and or a replacement comparable in value to receiver that was stolen.
Final Business Response /* (4000, 13, 2014/09/18) */
To whom it may concern,
We have yet to pick up the two leafs from Mr. [redacted] as an agreement has not been made in regards to this claim. As it stands Mr. [redacted] has requested two additional leafs to be stained to match the repair done on the table and other leaf, (this information about the other leafs SHOULD have been provided to us when we came out the first time to repair). He has also requested that we refund him for change that got misplaced and the receiver he cannot find. We understand that moving can be stressful but that does not mean that we are automatically liable for anything that doesn't go according to plan on move day. We try our best, we understand that sometimes our 'best' isn't enough for clients and we do apologize for that. Needless to say we are still only held accountable for the terms of our contract. If a copy of this contract is needed to validate the situation just ask. We are held accountable for $0.30 (30 cents) per pound per article. We are unable to compensate the client for FULL VALUE of the receiver simply because an evaluation of price was never determined previously to moving the item (this is how full coverage insurance works) and the contract we had with the client allows us liable for a maximum of 30 cents per pound per article.
With a receiver having a maximum weight of 70lbs (this is an overly generous weight for a single receiver) the total liable amount for our settlement would be $21.00. We will not replace the missing receiver as we are not obligated to nor can we confirm if the item actually went missing while we moved the client as all the documents signed at the end of the move stated that ALL items were accounted for and in apparent good condition. As we stated before we can make an attempt to re-stain the other two leafs, no guarantee on the color match. We would also be able to provide the initial offer of $30.00 for the missing change even though no notification was provided previous to this complaint in regards to the missing change jar. We would also add in another $21.00 as a maximum for claiming out on the missing receiver. The total offer at this point would be $51.00 plus an attempt at re-staining the other two leafs. If the client is in agreement to this offer then he needs to notify is in writing that this is agreeable so we may then schedule the repair for the leafs. If the client is not in agreement with the offer than there is nothing else we can do as we have done everything in our power to resolve the situation within our legal liability.
Consumer Response /* (3000, 21, 2014/11/17) */
Dear Ms. [redacted],
I'm resending this email to you regarding complaint listed above. I've never heard any correspondence from them at all trying to resolve this matter. Family movers always say they'll get back to me, and never ever do. This seems to be their business practice, ignore them and maybe they'll go away. I reluctantly agreed to their last proposal, because I just wanted to end this horrible ordeal and move on. If you can get them to correspond with me, and follow through, I would be happy to put this whole matter behind me.
Also, since the complaint was closed, can you please reopen the case and pursue Family Movers to comply with a settlement. Thank you.
Sincerely, [redacted]

Business Response /* (-10, 24, 2014/11/28) */
This letter is in response to the 're-opened' complaint from [redacted]. We sent the
settlement check to the client as agreed upon. We have not been contacted by the client in
regards to not receiving the settlement check. We did check our records and confirmed the
check was not cashed therefore we have put a stop on that original check. [redacted] needs to
contact us to confirm the address for us to send the check. The last check was sent to [redacted]
[redacted] Ave. [redacted] IL. If the client would like for us to issue another check then that
client needs to contact us. We are unsure why the client has attempted to 're-open' the file
rather than contact us directly.
Please have the customer call us or send us an e-mail to get another settlement check.
Family Moving & Storage
Business Response /* (4000, 26, 2014/12/01) */
This letter is in response to the 're-opened' complaint from [redacted]. We sent the
settlement check to the client as agreed upon. We have not been contacted by the client in
regards to not receiving the settlement check. We did check our records and confirmed the
check was not cashed therefore we have put a stop on that original check. [redacted] needs to
contact us to confirm the address for us to send the check. The last check was sent to [redacted]
[redacted] Ave. [redacted] IL. If the client would like for us to issue another check then that
client needs to contact us. We are unsure why the client has attempted to 're-open' the file
rather than contact us directly.
Please have the customer call us or send us an e-mail to get another settlement check.
Family Moving & Storage