Federal Gateway Moving & Storage Co

In response to Revdex.com complaint [redacted] re: Customer [redacted] Customer moved with the Federal Companies set for: delivery spread: 5-to 6-actual deldate was 6-4-Claim filed for the following items: Bunk beds- missing hardware Night table- scratched Buffet- broken glass Couch- stained Claim filed 6-8-16- vendor visit to home 6-9- bunk beds were set up and hardware completed, the night stand was repairedEstimate for repairs to the buffet for$ for glass replacement-repair costs will be authorized today for completion along with the repairs to the couch for $repair costsCustomer claiming to dispute charges on credit card for $refund due to “breech of contract” The policy on claims is: payment for the move must be secured prior to any claim settlements being madeThis is to ensure that the bill is paid for along with the valuation on the move to handle the claimWith the case of customer [redacted] - he is asking for full costs of the move, we did move his goods from his origin home to the destination as promisedFull services have been rendered to customer as promisedWe have honored his claim in full and completed in a timely fashionThank you,

Dear Ms [redacted] , I am very sorry to hear of the disappointments in your move processI assure you, the employee issues will be handled within our company We will address the personnel on the packing issues, we apologize that this happened on your move, but I assure you, we will work on this internallyI have sent claim form via email to you on 4-26-16, please fill that you and send back to [redacted] for review and processingIn the review of the billing on your move, I am seeing you were given “an estimated weight of lbsAfter review of the items on the move, it appears the weight went over lbs, the weight was based on the following items: Boxes of wood flooring which were heavier than we anticipated Exercise equipment Piano bench Bookcase Patio furniture Chairs The items listed above are how the costs of the move went above the estimate and to date a balance of $is due to Federal CompaniesAgain, we apologize for any inconvenience on your move, please fill out your claim form and send over for prompt processing of the claimThank you, [redacted]

Complaint: ***
I am rejecting this response because:this does not resolve the issue at all I am still without a table and fair compensation for the damage caused
Sincerely,
*** ***

I apologize for our delay in responseMr*** *** spoke with customer on the billing differenceshe has explained in detail how the prices changed and why- the customer account has been adjusted per requestno monies due and all is settled.Thank you , *** ***

MS*** move started on 3-7-and concluded on 3-9-2017 her original order was that we were to do limited packing of cartons and we ended up packing cartons. Ms *** was to discard many items because her new residence could not hold all the items she had at her old
residence. her original estimate was lbs and because of the excessive amount we moved we weighed the shipment and had lbs so we doubled her weight. There were people in the house helping her and advised her to discard excess items but she did not. I was there myself and directed my people how to place items so she could work around all her items. The sales person and myself went back to address her original complaint which was space and placement of goods and offered to send a couple people back at no charge to Ms***. She was to let me know but never did. To conclude she moved lbs on a 11000lb estand we packed ctns more than the original estimate. The sales repsupplied a new estimate that increased her cost $3318.13. But with all the bottlenecks of getting all her items into her new residence the final invoice was $over her second estimate (non Binding). I did not under any circumstances hold her goods hostage. I was not aware she was wheel chair bound since she seemed to move around the house very easily.*** ***General ManagerFederal Companies

Complaint: ***
I am rejecting this response because: at this time Federal Moving and Storage has put a hold on the restoration of my damaged items.
Sincerely,
*** ***

February 7, 2018 Revdex.comServing StLouis*** * ***St Louis, MO 63102 RE: Complaint ID *** *** *** Dear Dispute Resolution Department, Thank you for notifying us of the complaint filed, ID: ***. The customer filed a claim with Federal Companies and it was received via email from Mr***, by our Claims Specialist on 12/11/17. It was entered into our computer system on 12/12/17. Customer chose valuation in the amount of per lb per item. Customer had the opportunity to purchase more valuation but opted to go with the valuation of per lb per item which is standard coverage offered to all customers. This valuation is no charge to the customer. It was determined through internet research that the table owned by the customer weighed 227lbs. The amount of the check that was sent out on Friday, 12/15/17, was a check in the amount of $which was lbs Xper lb per item. A letter was sent by Federal Companies with the check on 12/15/detailing this explanation to the Customer. Federal Companies Claim’s Specialist received an email on 12/18/asking for a status update on the Customer’s claim. The following email was sent to the customer at 9:am on 12/18/17: “I am in receipt of your claim. I am sorry that you had damages to your household goods. You chose cents per lb per item for your valuation for your shipment. As such I cut a check last week in the amount of $and it was sent out on Friday 12/15/17. This was based upon a bar height table weighing 227lbs if the table weighs more than that. Please let me know and I can make the adjustment. Thank you for your kind attention to this matter.” Customer responded at 10:am on 12/18/with the following email: “Wait, so you broke my table (and scratched it) and the only compensation I get is $68??? The table cost $648. That does not even cover the cost of replacing one of the chairs? The table left in good condition, it was delivered broken and unusable. This is your responsibility, regardless of the valuation. I’ll would expect full compensation for the damages that your company caused.” Federal Claims Specialist responded to the customer’s email on 12/18/at 11:am with the following: “Thank you for your replyI have sent your comments to the branch manager and I am awaiting an answer from him. I will let you know when I receive the answer from the Branch Manager. Thank you!” The Federal Branch Manager upheld the original decision of the Federal Claims Department. The customer was given the opportunity to purchase additional valuation. The customer chose not to purchase the additional valuation. Federal Companies paid the amount owed to the customer per his signed Bill of Lading which is the contract signed by the customer. Additionally, Customer was offered options for valuation and opted of the valuation of per lb per item on his Estimate of Charges, signed by the Customer on 11/17/A copy of the Estimate of Charges was sent to Customer along with the check in the amount of $and the letter explaining the amount of check. Federal Companies fully complied with the rules and regulations set forth by the Federal Motor Carrier Safety Administration. We responded to the customer in a timely manner. We concluded our investigation and made our decision within days of receipt of claim. Federal Companies responded to each and every one of Customer’s emails. While Federal Companies empathizes with the inconvenience that the customer has experienced during their move, we have no further liability beyond the contractual obligation of per lbs per item in regards to this situation and have complied fully with the letter of the law. We regret that the customer is unhappy with the level of service that was provided to him, however we exceeded industry standards with our timeliness and attentiveness.Should you have further questions or require documentation, please feel free to contact us and we will be happy to assist in the resolution of this complaint. Thank you for bringing this matter to our attention. Kindest Regards, *** ***President and CEOFederal Companies

I am sorry to hear about the claim on the move for customer [redacted]. I am sending email with apology along with claims form, I ask, for customer to fill out claim form and send back to me for prompt processing. as far as billing issues, I will talk with our Management team and discuss the billing...

part.  Upon receipt of the completed claim form, I will process promptly.Thank you, please see email time stamped 6-8-16 at approximately 9:14 amsent to: [redacted]@outlook.comGood Morning, I am very sorry to hear about damages and issues with your move. Please fill out attached claim form and send back for prompt processing.  Again, our apologies and we will do everything we can to resolve all issues as timely as possible.   [redacted]Claims and Customer Service [redacted]fax [redacted]@federalcos.com

In response to Revdex.com complaint [redacted] re: Customer [redacted] Customer moved with the Federal Companies set for: delivery spread: 5-31 to 6-3 actual del. date was 6-4-16. Claim filed for the following items: Bunk beds- missing hardware Night table- scratched Buffet- broken glass Couch- stained Claim filed 6-8-16- vendor visit to home 6-9-16  bunk beds were set up and hardware completed, the night stand was repaired. Estimate for repairs to the buffet for$ 125.00 for glass replacement-repair costs will be authorized today for completion along with the repairs to the couch for $60.00 repair costs. Customer claiming to dispute charges on credit card for $7690.00 refund due to “breech of contract” The policy on claims is:  payment for the move must be secured prior to any claim settlements being made. This is to ensure that the bill is paid for along with the valuation on the move to handle the claim. With the case of customer [redacted]- he is asking for full costs of the move, we did move his goods from his origin home to the destination as promised. Full services have been rendered to customer as promised. We have honored his claim in full and completed in a timely fashion. Thank you,

You asked:Before Revdex.com can proceed with the conciliation process, we need some clarification from you on the following issues.What date did your purchase the set?  What was the total cost?  What date did they deliver?  What was damaged?  Why did they deny your claim and only offer...

you $68?1.  Purchased on August 22, 2014 from [redacted]2.  Total cost of $648 before tax3.  Originally delivered on August 30, 2014, the move to the new house on which the damaged occurred was on December 7, 2017.4.  The table was broken at the point of connection on the legs in two places an had a large surface scratch on the top.5.  Claim was denied as they stated that they were only liable for the .30 cents per pound valuation.  They said the bar height table weighed 227lbs.Please let me know if you have any further questions and thank you for your assistance.

Dear Ms. [redacted],          I am very sorry to hear of the disappointments in your move process. I assure you, the employee issues will be handled within our company.  We will address the personnel on the packing issues, we apologize that this happened...

on your move, but I assure you, we will work on this internally. I have sent claim form via email to you on 4-26-16, please fill that you and send back to [redacted] for review and processing. In the review of the billing on your move, I am seeing you were given “an estimated weight of 5000 lbs. After review of the items on the move, it appears the weight went over 2152 lbs, the weight was based on the following items: Boxes of wood flooring which were heavier than we anticipated Exercise equipment Piano bench Bookcase Patio furniture Chairs The items listed above are how the costs of the move went above the estimate and to date a balance of $1499.59 is due to Federal Companies. Again, we apologize for any inconvenience on your move, please fill out your claim form and send over for prompt processing of the claim. Thank you, [redacted]