Complaint: ***
I am rejecting this response because:- The statement that I made about the dresser leg was to the effect that "if the paperwork shows it was already damaged, I guess it was bent but still supporting the dresser and I hadn't noticed." *** *** *** * *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** * ** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** * *** *** ** *** *** ** *** *** *** ** *** * *** *** * *** *** ** *** *** *** ** *** * *** *** *** *** - I sent a picture of the bookcase, taken immediately before we vacated our house, showing it in perfectly functional condition.- I asked to see Amy's correspondence with the haulers (she told me on Sept that she was waiting for an email from them, and on Oct she said that she had showed them the picture of my unbroken bookcase) and this was not provided to me, ** * *** *** *** ** *** *** *** *** *** *** *** *** ** ** *** *** ** *** *** *** *** *** *** -Sirva told me simply that the items were declined and did not provide any information as to the appeal process. I would like my bookshelf replaced and my dresser repaired or replaced.
Sincerely,
*** ***
1) Highboy Tag - Base left foot (broken) and 2) Bookcase Tag is listed as Base (broken), then stroked off and in brackets (not going).Both of these items were determined to be pre existing damage and in the case of the bookcase the customers decided not to take it to their new home and
therefore the item was voided from the inventory lists.The member is claiming that they did not understand what the conditions meant yet they clearly signed the legal document indicating the they agreed with the conditionsThe premove booklet also tells them about the conditioning of items prior to departure and how to claim new damageFurthermore the customers sent an email indicating that they now agreed that the dresser leg was indeed broken prior to load dayAll copies of emails and documents are available to anyone that would like to see themAdditionally the member has a right through the contract to APPEAL our decision on the settlement and that never occurred either.SIRVA is very confident that we made the correct decision on this file and advise that we are not able to put our customers in a betterment positionShould the customers wish to follow the appeal process providing detail contrary to what we have on file, we will do a third review of this file and will even offer a small monetary compensation based on goodwill for our customer.Sincerely,Barb
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, if we are being honest, I'd like to note the following: I did ask Amanda not to contact me as she ** *** *** was not willing to work with me, but rather, make decisions that were not mutually agreed upon I asked to speak with a manager - specifically, I asked Amanda to provide the contact information so I could speak with a manager & she would not provide that information as requested I wanted a manager to address my concern and since Amanda would not provide that information, I filed a complaint with with the Revdex.com As the hamper was purchased years ago, I no longer had the receipt I did not refuse to provide her with a receipt - that is untrue - and I have copies of the email communication that clearly prove my stance There is no truth to that claim made by SIRVA I cannot provide them with something I do not have However, I did conduct research into the replacement value of wicker hampers - all I was asking for was the replacement value of a WICKER hamper I have no control over the market value of wicker hampers
Sincerely,
*** ***
SIRVA Canada is writing in response to the above complaint.This complaint appears to be premature in that the claim file has not been concluded. In the complaint the customer has asked for an apology for the manner in which she was left feeling discarded. This letter of apology will be mailed...
directly to this customer prior to the end of the day tomorrow April 4th.With respect to the balance of her complaint, as Manager of the Claims/Customer Service department for SIRVA Canada, I will reach out to the customer and reach an agreement that will fall within the realms of the Government of Canada contract that we are bound by.Looking forward to a favorable resolution prior to the end of the settlement.Respectfully, Barb
Initial Business Response /* (1000, 6, 2015/10/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sirva.com
Good Day:
My apology for the delay in responding.
The Federal Government contract that we entered into with [redacted] is very clear on...
procedure when having to make a claim.
It is understandable that Mr. [redacted] accepts the responsibility of not following the procedure however we have to oblige the Government Contract as well.
The property damage that Mr. [redacted] has claimed does not fall under the coverage that he had on his move.
In order to determine the liability the damage has to be noted at the time of the loss and annotated by the responsible party as well as the customer. We do also understand that the day becomes quite hectic and some of the policies and procedures may be missed.
Having reviewed the entire file with his adjuster and then the appeals file, SIRVA Canada will in fact issue a goodwill payment in the amount that Mr. [redacted] has claimed, $100.00.
This payment will be strictly based on goodwill and not an admission of liability. We will send the payment and letter of settlement directly to the customer.
The payment will be requested today's date.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the gesture of good will.
Although Ms. [redacted] is still not satisfied with her claim settlement, I can only advise that we have followed the procedures as set out by the Canadian Government Contract that both Ms. [redacted] and SIRVA must follow.The items from the claim have all been settled within the guidelines however we are willing to work with the customer on the items that she is not ok with. Reviewing this file again since my last correspondence, it appears that there is only one item left that she is not happy with. The one item is a wicker hamper. The customer did not ever supply the adjuster with the proof of value that she asked for on several different occasions and the response form the member was to stop emailing her and that she did not wish to have Amanda assist her any longer. Unfortunately this was a very simple request that only required proof of loss and / or damage and an amount claimed. As this information was never provided to SIRVA, the adjuster based a settlement of $60.00 being the average cost of a hamper of like kind and quality in the market that she resides.Apparently the customer is looking for $200.00 for this wicker basket and that should put this claim to closure for the Revdex.com, the customer and of course SIRVA. As a gesture of good faith, I have requested an additional $150.00 to the customer to close off the file. Once she receives the payment for this amount all files should be closed.Thank you,Barb G[redacted]Claims Manager - SIRVA Canada
1) Highboy Tag 409 - Base left foot 1 (broken) and 2) Bookcase Tag 267 is listed as Base 1 (broken), then stroked off and in brackets (not going).Both of these items were determined to be pre existing damage and in the case of the bookcase the customers decided not to take it to their new home and therefore the item was voided from the inventory lists.The member is claiming that they did not understand what the conditions meant yet they clearly signed the legal document indicating the they agreed with the conditions. The premove booklet also tells them about the conditioning of items prior to departure and how to claim new damage. Furthermore the customers sent an email indicating that they now agreed that the dresser leg was indeed broken prior to load day. All copies of emails and documents are available to anyone that would like to see them. Additionally the member has a right through the contract to APPEAL our decision on the settlement and that never occurred either.SIRVA is very confident that we made the correct decision on this file and advise that we are not able to put our customers in a betterment position. Should the customers wish to follow the appeal process providing detail contrary to what we have on file, we will do a third review of this file and will even offer a small monetary compensation based on goodwill for our customer.Sincerely,Barb
Complaint: ***
I am rejecting this response because:- The statement that I made about the dresser leg was to the effect that "if the paperwork shows it was already damaged, I guess it was bent but still supporting the dresser and I hadn't noticed." *** *** *** * *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** * ** *** ** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** ** *** *** ** *** ** *** *** *** * *** *** ** *** *** ** *** *** *** ** *** * *** *** * *** *** ** *** *** *** ** *** * *** *** *** *** - I sent a picture of the bookcase, taken immediately before we vacated our house, showing it in perfectly functional condition.- I asked to see Amy's correspondence with the haulers (she told me on Sept that she was waiting for an email from them, and on Oct she said that she had showed them the picture of my unbroken bookcase) and this was not provided to me, ** * *** *** *** ** *** *** *** *** *** *** *** *** ** ** *** *** ** *** *** *** *** *** *** -Sirva told me simply that the items were declined and did not provide any information as to the appeal process. I would like my bookshelf replaced and my dresser repaired or replaced.
Sincerely,
*** ***
1) Highboy Tag - Base left foot (broken) and 2) Bookcase Tag is listed as Base (broken), then stroked off and in brackets (not going).Both of these items were determined to be pre existing damage and in the case of the bookcase the customers decided not to take it to their new home and
therefore the item was voided from the inventory lists.The member is claiming that they did not understand what the conditions meant yet they clearly signed the legal document indicating the they agreed with the conditionsThe premove booklet also tells them about the conditioning of items prior to departure and how to claim new damageFurthermore the customers sent an email indicating that they now agreed that the dresser leg was indeed broken prior to load dayAll copies of emails and documents are available to anyone that would like to see themAdditionally the member has a right through the contract to APPEAL our decision on the settlement and that never occurred either.SIRVA is very confident that we made the correct decision on this file and advise that we are not able to put our customers in a betterment positionShould the customers wish to follow the appeal process providing detail contrary to what we have on file, we will do a third review of this file and will even offer a small monetary compensation based on goodwill for our customer.Sincerely,Barb
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, if we are being honest, I'd like to note the following: I did ask Amanda not to contact me as she ** *** *** was not willing to work with me, but rather, make decisions that were not mutually agreed upon I asked to speak with a manager - specifically, I asked Amanda to provide the contact information so I could speak with a manager & she would not provide that information as requested I wanted a manager to address my concern and since Amanda would not provide that information, I filed a complaint with with the Revdex.com As the hamper was purchased years ago, I no longer had the receipt I did not refuse to provide her with a receipt - that is untrue - and I have copies of the email communication that clearly prove my stance There is no truth to that claim made by SIRVA I cannot provide them with something I do not have However, I did conduct research into the replacement value of wicker hampers - all I was asking for was the replacement value of a WICKER hamper I have no control over the market value of wicker hampers
Sincerely,
*** ***
SIRVA Canada is writing in response to the above complaint.This complaint appears to be premature in that the claim file has not been concluded. In the complaint the customer has asked for an apology for the manner in which she was left feeling discarded. This letter of apology will be mailed...
directly to this customer prior to the end of the day tomorrow April 4th.With respect to the balance of her complaint, as Manager of the Claims/Customer Service department for SIRVA Canada, I will reach out to the customer and reach an agreement that will fall within the realms of the Government of Canada contract that we are bound by.Looking forward to a favorable resolution prior to the end of the settlement.Respectfully, Barb
Initial Business Response /* (1000, 6, 2015/10/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sirva.com
Good Day:
My apology for the delay in responding.
The Federal Government contract that we entered into with [redacted] is very clear on...
procedure when having to make a claim.
It is understandable that Mr. [redacted] accepts the responsibility of not following the procedure however we have to oblige the Government Contract as well.
The property damage that Mr. [redacted] has claimed does not fall under the coverage that he had on his move.
In order to determine the liability the damage has to be noted at the time of the loss and annotated by the responsible party as well as the customer. We do also understand that the day becomes quite hectic and some of the policies and procedures may be missed.
Having reviewed the entire file with his adjuster and then the appeals file, SIRVA Canada will in fact issue a goodwill payment in the amount that Mr. [redacted] has claimed, $100.00.
This payment will be strictly based on goodwill and not an admission of liability. We will send the payment and letter of settlement directly to the customer.
The payment will be requested today's date.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the gesture of good will.
Although Ms. [redacted] is still not satisfied with her claim settlement, I can only advise that we have followed the procedures as set out by the Canadian Government Contract that both Ms. [redacted] and SIRVA must follow.The items from the claim have all been settled within the guidelines however we are willing to work with the customer on the items that she is not ok with. Reviewing this file again since my last correspondence, it appears that there is only one item left that she is not happy with. The one item is a wicker hamper. The customer did not ever supply the adjuster with the proof of value that she asked for on several different occasions and the response form the member was to stop emailing her and that she did not wish to have Amanda assist her any longer. Unfortunately this was a very simple request that only required proof of loss and / or damage and an amount claimed. As this information was never provided to SIRVA, the adjuster based a settlement of $60.00 being the average cost of a hamper of like kind and quality in the market that she resides.Apparently the customer is looking for $200.00 for this wicker basket and that should put this claim to closure for the Revdex.com, the customer and of course SIRVA. As a gesture of good faith, I have requested an additional $150.00 to the customer to close off the file. Once she receives the payment for this amount all files should be closed.Thank you,Barb G[redacted]Claims Manager - SIRVA Canada
1) Highboy Tag 409 - Base left foot 1 (broken) and 2) Bookcase Tag 267 is listed as Base 1 (broken), then stroked off and in brackets (not going).Both of these items were determined to be pre existing damage and in the case of the bookcase the customers decided not to take it to their new home and therefore the item was voided from the inventory lists.The member is claiming that they did not understand what the conditions meant yet they clearly signed the legal document indicating the they agreed with the conditions. The premove booklet also tells them about the conditioning of items prior to departure and how to claim new damage. Furthermore the customers sent an email indicating that they now agreed that the dresser leg was indeed broken prior to load day. All copies of emails and documents are available to anyone that would like to see them. Additionally the member has a right through the contract to APPEAL our decision on the settlement and that never occurred either.SIRVA is very confident that we made the correct decision on this file and advise that we are not able to put our customers in a betterment position. Should the customers wish to follow the appeal process providing detail contrary to what we have on file, we will do a third review of this file and will even offer a small monetary compensation based on goodwill for our customer.Sincerely,Barb