Financial Freedom Rainbow

Our staff was questioned extensively about the piece in question.  The customer supplied a picture of a similar piece and we showed the crew.  They have no recall of this piece as it was quite unusual.  The move was relatively small and over a short period of time and the crew...

remembered the details and they are adamant that the piece was not loaded on the truck.  The customer followed the truck to the new location and the truck was emptied and verified by the customer.  This is a very unusual allegation.

Complaint: [redacted]
I am rejecting this response because: You can see in the message they are being condescending and insinuating that I am lying by stating " It
is odd that your dryer was allegedly working prior to the move then is
allegedly not working when moved to your new apartment." Why would I have a non-working dryer in my apartment, why would I have a non-working dryer moved to my NEW apartment. That makes no sense at all! That is the same type of response I received on the phone, they were trying to deflect any blame at all. When on the phone they did not even know they were speaking to me as they did not ask for my name or anything, the minute I mentioned a problem they started making all these excuses as to why it is not there fault, the guy stating "well it has been 2 days we don't know what you could have done to it" as if I am trying to scam the company. My dryer was in full working condition as I washed and dried clothes prior to my move. I recall signing a insurance form that if anything was damaged it was insured and now that seems like not the case. My dryer is still not working and I am in the process of being forced to purchase a new one because I NEED a dryer and this company damaged my dryer and refuse to fix or replace it. Austin, or whoever I was speaking to is a liar if he is saying that I continuously used vulgar language!! He NEVER asked
that me stop speaking to him in that manner, he was being rude and condescending and hung up with no explanation and no resolution!! 
Regards,
[redacted]

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]

Dear Ms. [redacted],I am sorry to hear that there is a problem with your dryer.  It is odd that your dryer was allegedly working prior to the move then is allegedly not working when moved to your new apartment.  Since it has been stated that there is no physical damage on the dryer and...

you signed off to that effect then either there is a problem with the power to the outlet or something electrical within the unit has malfunctioned.  As a rule, we will not be liable for any internal electrical components since we have no way of knowing their condition prior to loading.  You signed off that we would not be liable on the form that I have attached.  As for the conduct of my staff, they have been instructed not to tolerate vulgar and aggressive language toward them over the phone.  Austin asked that you stop speaking to him in that manner and you continued with your vile comments and he hung up the phone.  Hopefully, a maintenance person has checked your outlet and your dryer is working now.  Thank you. [redacted]

Following is our response to the customer complaint. We had given an estimate to customer [redacted] on 2/18. During conversations with Mrs. [redacted], we decided we could make this job work for everyone involved by hauling it ourselves to Florida. At one point during the estimate process I had...

added a day certain charge to her original estimate and emailed it to her. She did not like the day certain charge and we had agreed to just stick with the original estimate. I did however, accidentally register her shipment thru National Van Lines with the Day Certain charges still added in. We had agreed on an estimate of not to exceed 8200 pounds, we also had packing charges of $891.92 not to exceed for packing a portion of her home. We were on time to pack and load the content of her home. We packed less than the estimate, so the charges came to $656.13 for this portion. The total weight of her shipment was 8360 pounds but we only charger her for the estimated cost of 8200 pounds. Mrs. [redacted] also decided that she was going to purchase additional valuation for $360.00. All of this in line with her original estimate. Mrs. [redacted] called two days before her unload to inquire what her charges would be for her packing and moving, I told her I would find out and get back to her. I called National Van Lines, and was told someone would call me back with a registered total but I did not receive a call back. The next day I did receive a call from National Van Lines, they gave me a total and I immediately called Mrs. [redacted] with it. She noticed that it was rather high and pointed this out to me. I called National back and figured out that I had registered the shipment with the day certain pricing added in. I corrected the mistake and it took Mrs. [redacted]s pricing to within $200.00 of the original estimate. I called her back with the new number. When I gave her the new total she asked me to break down the charges so I did. She began to insist that my packing charges were incorrect because her and a group of people had worked on the packing of the content of her home for a week. I explained to her that the original estimate was for a partial pack of her content because that is what she had asked for. She claimed that even though she had paid less for her packing that it was not enough discount because she had worked very hard through the packing process. I explained to her that we had given her a list of pricing for the packing we would perform and we had charged her only for what materials and labor we had used. Mrs. [redacted] was still not happy with the pricing but agreed to pay the charges and she did. We unloaded her goods into her home and finished up her bill of lading and paperwork. At this point we had completed her move.[redacted]Copper Palm Moving and StorageI am at loss to understand the complaint with the pricing.  From the agreed upon pricing, we came in under budget on the packing needed and the transportation costs were known not to exceed 8200 pounds.  The difference in the pricing comes from additional valuation that was purchased.  This valuation charge is additional to the transportation and packing charges.  All documents from this office and from National Van Lines were transmitted via email as well as the sign offs to the agreements.  I am sorry that the customer feels that the charges are inaccurate but the billing covers the labor and materials for exactly what happened during the move.  We will be glad to meet and mediate the situation further, if needed.   [redacted]
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:  A key issue here is that the written estimate provided by Copper Palm did not indicate that it was a "partial pack" estimate.  I confirmed multiple times that the $891 would be "significantly reduced" the more we packed ourselves and I asked if the staff wanted to conduct another walk-through to confirm the weight and associated costs.  I'm at a loss for how we packed the entire 4-bedroom house with the exception of the kitchen, one closet and the laundry room, and saved only approximately $200. To justify their charges, the company is now claiming it was a "partial pack" estimate -- though that is not stated on the estimate provided by Copper Palm. 
Regards,
[redacted]

I am very sorry to hear that you were not pleased with your latest move.  We strive to deliver a positive experience with each and every move.  We would definitely prefer to be notified is there are concerns during the move.  We have an operations manager who could likely resolved any...

conflict that there may have been had we been notified during the time services were rendered.  We were notified of this 5 days later.  I feel that this could have been avoided with a phone call.  We have crew members and managers who would have gone on site to help or replace anyone who may be posing an issue to your satisfaction. As for the billing, it was quoted and based on an hourly rate.  The customer is fully in control of the amount that the crew performs.  The amount of your initial quote, with packing materials was $1045.00.  The amount that you paid was $638.00.  The significant difference reflects the efforts of you and your boyfriend.  By law, you received consideration for the amount that you paid and I do not see where there is anything due.  Had our office known of your dissatisfaction at the time it first occurred then we would have taken action.  From the tone of the complaint, it sounds as though this went badly from the beginning.  We, simply, just were not given the chance to address the problem.  Thank you.

I apologize that you are offended by the terminology.  "Allegedly" is simply a term used to identify that something is stated but not officially proven to be true.  As in this case, there are no physical signs of neglect to the dryer and we will not be responsible for electrical issues.  I submitted your sign off to that affect in the earlier response.  At this point, it sounds as if a technician has not been called to diagnose the problem.  Or that the maintenance department of the complex has checked the outlet.  Maybe a fuse has tripped.  Regardless, we will not be replacing a dryer with an unknown problem.  If you will refer back to the agreement, the standard coverage, which you selected, is for 60 cents per pound per item for negligence which still needs to be proven.  Again, we are sorry that you are having this problem but you have not provided anything to substantiate your claim. [redacted]