Federal Warehouse Company

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

RE: Complaint ID [redacted] , [redacted] Dear Dispute Resolution Department, Thank you for notifying us of the complaint filed, ID: The customer filed a claim with Federal Companies it was received by our Claims Specialist on 5/11/ It was entered into our computer system on 5/11/ The Claims Specialist notified the customer’s wife via telephone on 5/11/that Federal Companies was in receipt of their claim Claims Specialist took a statement from Mrs [redacted] and entered the statement into our computer system Claims Specialist also sent an email to the customer on 5/11/informing him of receipt of the claim Claims Specialist called Mrs [redacted] again on 5/12/to gather more information in regards to the move Claims Specialist also spoke via email with the customer on 5/12/17, on several occasionsClaims Specialist spoke to the customer several times via email on 5/15/and 5/16/ Claims Specialist informed the customer that there was an ongoing investigation into the claimed items and further fact gathering was being completed at the Branch level Claims Specialist, informed the customer, in writing that she would inform him once a decision was madeThe customer’s claim had previously been filed with carrier on this shipment, Allied Van Lines determined the following The claim was denied in part by Allied Van Lines, for whom Federal Companies is an agentA portion of the claim was denied by Allied Van Lines due to the claimed items not being on the inventory The customer did not comply with the terms of the contract when they left their origin address without the loading of their household goods being completed A portion of this claim was settled in regards to a damaged television The customer was dissatisfied with Allied Van Lines findings and passed their claim on to us Federal Companies conducted their own thorough investigation of the claim and we came to the same conclusion as Allied Van LinesThe entire length of the investigation was daysFederal Companies sent their final determination of this claim on May 25, to the customer via regular United States Postal ServiceFederal Companies always takes the position that any claim must be resolved timely and fairlyWe enclose a copy of the determination with this response letterIn this letter Federal clearly stated that the customer has the right to arbitration if there remain any issues the customer wants to dispute On May 26, the customer called and spoke to the Claim’s Specialist and the customer was informed that the claim was deniedAccording to the laws that govern our industry a moving company must notify a customer that they have received a claim within days of receipt of claim The claim must then be resolved by a either a settlement for damages claimed or a denial within days of receipt of claimFederal Companies and Allied Van Lines 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 While Federal Companies empathizes with the inconvenience that the customer has experienced during their move, we have no liability 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 attentivenessShould 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

Initial Business Response /* (1000, 5, 2015/06/18) */
*** our GM from Waukegan spoke with customer on the phone today at around 1pm central timeA credit has been issued to customer credit card in the amount of $We apologize for any inconvenience this has caused customer
A
letter of apology as well has gone out to customer stating:
Thank you for your patience through the process of resolving the packing issueTo follow up with our phone call from todayI accept responsibility for the failed communication and apologize for my lack of professionalismPer our conversation, I will have *** put a credit of $on your credit cardI hope this resolves any issues with Federal and please call me direct with any other issues
Thank you ***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with the general manager and after receiving an appropriate apology over the phone and in writing, as well as a monetary compensation, we are satisfied with their diligent and honest response in our complaint

Initial Business Response /* (1000, 12, 2016/09/09) */
good afternoon, we at the Federal Companies have located the missing item and it will be shipped to the customer as soon as possiblewe apologize for any inconvenience
Thank you,

*** ** *** *** *** ** *** *** *** I spoke to *** ***r today regarding his recent motorcycle shipment. We offered to file a delay claim for reimbursement of expenses lost due to 1-day late delivery. However, he did not know if he still had receipts for
expenses for bike ride he could not participate in as bike delivered same day ride left without him. He did not want to complete any paperwork or look for receipts at this time, so Federal offered to issue a credit to his credit card for $ for his inconvenience

RE: Complaint ID 12175163 [redacted], [redacted]   Dear Dispute Resolution Department, Thank you for notifying us of the complaint filed, ID: 12175163.  The customer filed a claim with Federal Companies it was received by our Claims Specialist on 5/11/17.  It was entered into our computer...

system on 5/11/17.  The Claims Specialist notified the customer’s wife via telephone on 5/11/17 that Federal Companies was in receipt of their claim.  Claims Specialist took a statement from Mrs. [redacted] and entered the statement into our computer system.  Claims Specialist also sent an email to the customer on 5/11/17 informing him of receipt of the claim.  Claims Specialist called Mrs. [redacted] again on 5/12/17 to gather more information in regards to the move.  Claims Specialist also spoke via email with the customer on 5/12/17, on several occasions. Claims Specialist spoke to the customer several times via email on 5/15/17 and 5/16/17.  Claims Specialist informed the customer that there was an ongoing investigation into the claimed items and further fact gathering was being completed at the Branch level.  Claims Specialist, informed the customer, in writing that she would inform him once a decision was made. The customer’s claim had previously been filed with carrier on this shipment, Allied Van Lines determined the following The claim was denied in part by Allied Van Lines, for whom Federal Companies is an agent. A portion of the claim was denied by Allied Van Lines due to the claimed items not being on the inventory.  The customer did not comply with the terms of the contract when they left their origin address without the loading of their household goods being completed.  A portion of this claim was settled in regards to a damaged television.  The customer was dissatisfied with Allied Van Lines findings and passed their claim on to us.   Federal Companies conducted their own thorough investigation of the claim and we came to the same conclusion as Allied Van Lines. The entire length of the investigation was 16 days. Federal Companies sent their final determination of this claim on May 25, 2017 to the customer via regular United States Postal Service. Federal Companies always takes the position that any claim must be resolved timely and fairly. We enclose a copy of the determination with this response letter. In this letter Federal clearly stated that the customer has the right to arbitration if there remain any issues the customer wants to dispute.  On May 26, 2017 the customer called and spoke to the Claim’s Specialist and the customer was informed that the claim was denied. According to the laws that govern our industry a moving company must notify a customer that they have received a claim within 30 days of receipt of claim.  The claim must then be resolved by a either a settlement for damages claimed or a denial within 120 days of receipt of claim. Federal Companies and Allied Van Lines 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 16 days of receipt of claim.  While Federal Companies empathizes with the inconvenience that the customer has experienced during their move, we have no liability 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 normal 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.

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.

Initial Business Response /* (1000, 5, 2015/06/18) */
Good Afternoon,
First of all, we are very sorry for this complaint, we do not like to hear such moves. I would like to address each individual complaint and a small explanation.
1- The delay: in the attempt to get shipment shipped out as...

timely as possible, we work with Allied Van Lines and from time to time will assign to different drivers within their fleet and ours. In this case, that is what happened, the reason for the delay was due to attempting to get the drivers assigned and unfortunately, it fell through during the process. We did communicate with customer to ask about the 11th for shipment and that feel through unfortunately and I assure you, we did everything to get it back on the books and scheduled right away. As far as customer requests for the delay compensation on the days of 11, 12, 13, 14 and 15th of June, I personally have spoken to Allied and we have asked the customer to submit his hotel receipts and he will be compensated.
2-the remaining shipment left at the warehouse, this was due to lack of communication on Federal. We do have this corrected, the shipment is set to be picked up on Sat this week and hauled to the customer approximately Tuesday/Wednesday of next week.
3- Reimbursement of $1000.00 on the move costs, I have asked our General Manager to review and advise customer on this status as timely as possible.
Again, we deeply apologize for any inconveniences this may have caused customer; we will do everything internally to prevent this from happening again.
If you should need further assistance, please feel to ask or email me direct @ [redacted]@federalcos.com.
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Item # 1 remains open until we actually get reimbursed. We will submit the claim today. We also expect to be compensated for all the meals we had to eat out. I would think that 50% of our food bills would be fair.
Item # 2 remains open until the HHG actually show up.
Item # 3 remains open until the General Manager makes a decision.
Aside: This complaint never would have been submitted is Federal/Whalen would just return phone calls. They kept us in the dark so long that we felt compelled to take action.
Final Business Response /* (4000, 9, 2015/06/24) */
Good Afternoon,
Per emails between customer and [redacted] General Manager of our Waukegan branch.
1- the delay receipts are to be sent by customer to us for prompt reimbursement- per [redacted] he will honor the delay claim.
2- per emails again- the shipment is set to arrive Sat or Sun this weekend coming.
we are only holding on getting the delay claim receipts to reimburse. we will honor this and promptly upon receipt.
Thank you,
Final Consumer Response /* (2000, 12, 2015/06/26) */

Initial Business Response /* (1000, 11, 2016/08/05) */
Our office has made contact with [redacted] on 8/3. After checking with STI claims, we were advised that the original claim was denied due to the face that origin refused to sign ppwk and customer prepared his own estimate for repair so they...

needed an estimate from an outside party. They advised [redacted] could submit a rebuttal for them to take a second look.
[redacted] replied to [redacted] at Federal that he was going to have [redacted] take bike to Modesto harley for an estimate for damage & then send to STI for consideration.
Thank you. [redacted], Mgr-Federal Motorcycle Transport::
Initial Consumer Rebuttal /* (3000, 13, 2016/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached you will find a copy of estimate written by Modeseto Harley Davidson as per request of STI Claims now we would like to know how they will be proceeding
Final Business Response /* (4000, 18, 2016/08/31) */
Bikes were left at bike shop as customer was not available to release bikes. Driver took exceptions at time of load & dealer representative refused to sign paperwork on behalf of owners. At time of delivery, customer notated claimed damages, some of which were already notated at origin and a few additional. He also stated bike was dirty at time of load.
STI is offering to cover part of the claim on a good-will payment of $ 1,500, which is more than half of what customer is claiming. The damage they are claiming was notated on the condition report at origin, which either himself or an authorized person should have been there to take exception. Also, STI does not wash bikes prior to pick up--they only notate the condition of the bike prior to pick up and then again at destination. STI also does not refuse to pick up a motorcycle based on the condition report--damages are notated and the motorcycle is transported unless the driver is told by the customer or the representative to not do so. Thank you. [redacted]::