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Fry Wagner Moving & Storage

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Reviews Fry Wagner Moving & Storage

Fry Wagner Moving & Storage Reviews (18)

I would like to inform you that I am having real bad experience in dealing with Fry-Wagner Systems, Inc Initially I requested them to pick up my House Hold items sometime between July – July That request was made on July so it would have given them at least 2-days to schedule the pickup Still I got response from them stating they don’t anything available until 07/ I did had the option to do everything on my own but as per advise from my companyI somehow agree to have them pickup on 07/ Even after picking item from source on 07/, today is 08/(last day of their SLA for delivering items ), still I am not sure when my household items will be delivered (This is the case post days of pickup) I already made them aware that I am here living with a small kid (year old) and my parents are also staying with meIt’s extremely difficult to manage without any household items for weeks I have already spent around USD in buying stuff for my household since its becoming very difficult to manage without Household items for so long with a small kid and parents , only because Fry-Wagner Systems organization is not able to deliver the goods on expedited basis EXTREMELY DISAPPOINTED

Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ At the time of our customer's delivery in Wentzville (8/17/2015), Fry-Wagner's crew inadvertently drove into a neighbor's yard (Mr [redacted] 's), causing visible ruts in the grassMr [redacted] then called the police and filed a police reportFry-Wagner's Claims Department was notified of this situation only after Mr [redacted] personally had contacted a landscaper for repair of the damageFry-Wagner asked for the Estimate Mr [redacted] received and we were given an estimate of $Fry-Wagner contacted this landscaper for further information about the estimate, and when talking to this entity discovered that they did not have any company website, Certificate of Insurance, nor WForm reflecting their validity in the marketplaceBecause Fry-Wagner could not substantiate the company's existence, we contacted another landscaping company for a 2nd estimateThis company (We Make the Cut) stated there was no damage to Mr [redacted] 's yard - but Fry-Wagner still offered Mr [redacted] $as a goodwill gestureMr [redacted] refused this goodwill gesture and became irate with Fry-WagnerFry-Wagner then sent a 3rd landscaper to estimate the alleged damage ( [redacted] Lawncare) who estimated the damage at $Fry-Wagner then reached out to Mr [redacted] and offered $- Mr [redacted] accepted the check and this estimate

Initial Business Response / [redacted] (1000, 7, 2014/09/19) */ Mr [redacted] is an ex-employee of [redacted] moved Mr [redacted] 's belongings under the [redacted] contractAt the time of delivery on 5-20-14, there were no exceptions taken of any claimed damage by Mr [redacted] Per the contract between [redacted] and Fry-Wagner, the valuation is cents per lbper item, for only office furniture, not personal itemsFry-Wagner's first indication of any issue re; the microwave was in August 2014, where Mr [redacted] was claiming the microwave was not working, several months after deliveryHe contacted [redacted] who explained to him since this was a personal item, it could not be claimedHe then came to Fry-Wagner's Move coordinator, who in turn explained the same thing as wellMr [redacted] then appealed to Fry-Wagner's Claims Direcotr, and we again explained both times his microwave would be denied for key reasonsThe first, there were no exceptions of any damage at the time of deliverySecondly, personal items are not covered under the [redacted] contractMrthen told our Claims Director in the last conversation he would go to social media and the Revdex.com until he got resolutionHe is claiming $50-for the microwave

Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Fry-Wagner delivered this shipment to the customer on 2/27/ At the time of delivery, a "Bingo" Inventory Check-Off Sheet was utilized, signed by the customer that ALL items were receivedFry-Wagner subsequently performed a trace for the items that the customer claimed were missingThe trace came back negativeBefore submitting the claim, the customer called Fry-Wagner's Claims Department inquiring about pairs and sets, and if her dining table was damaged, how does this affect her table pads? The customer submitted the claim on 3-24-and Fry-Wagner immediately coordinated an inspection by [redacted] This Claim was then forwarded to Vanliner for handling Most of the claim has been settled to the customer's satisfaction by VanlinerThe following are items the customer is disputing: - Table Pads to Dining Table-claiming $STATUS: denied based on Inspection, deemed not transit-related damage Printer missing-denied, claiming $STATUS: Trace conducted - item not foundAll items were checked as received on the Bingo Inventory Sheet Print ( [redacted] print) claiming $657.58, STATUS: Trace conducted - items not foundAll items were checked on Bingo Inventory Sheet as received The customer threatened legal action and to go to Revdex.com and social media if Fry-Wagner/Vanliner did not compensate her for the above listed itemsFry-Wagner/Vanliner offered a goodwill gesture to the customer of $Vanliner spoke to the customer on 8-22-and made this offer and at that time Ms [redacted] told Vanliner she would consider it and get back with themThat is where this situation stands as of today, 9/5/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it is correct that I checked items off of the "Bingo" sheet upon delivery of my things, there was no inventory of what was contained in the boxesI made absolutely no representations as to content or conditions of the delivered itemsIn fact, two items were lost: the computer printer and the [redacted] Tellor signed printThe fact that Fry Wagner cannot locate them now does not mean I received themIn fact, I did notRegarding the dining room table pads, I do not understand why my initial question about replacing table pads is relevant at this timeAt the time I asked the question, I believed the table would have to be replaced and, if that was the case, was inquiring if the customized pads needed for a new table would be coveredAs it turns out, the table did not have to be replacedIt can be repairedThat being the case, I maintain that the pads for the existing table were damaged in storage (not transit, as they repeatedly assert and I keep steadfastly correcting them)The table pads were improperly stored on their ends rather than flat for over two yearsThus, one can see from a visual inspection that the damage is not from wear and tear, but rather from being stored on their endsOnly the ends on which they were improperly stored show the degradationNone of the other ends of the pads show similar wearI have repeatedly told Fry Wagner's insurance representative, Vanliner, that because I paid for 100% replacement cost, the 50% offer on the disputed items remains unacceptableI am only asking for what I paid forI might add that I paid Fry Wagner far more in insurance premiums than paying the claim in full will cost themFrankly, I am shocked at their continued refusal to pay what I am due Final Business Response / [redacted] (1000, 10, 2014/09/24) */ Ms [redacted] has since emailed us on September 17th, declining Arbitration and our original offer of 50% in the amount of $She has requested 75% of the difference in the amount of $I can forward you her email if you wish We feel 50% was a fair resolutionPlease advise if we need to update this online as well Thank you, Business Response / [redacted] (1000, 17, 2014/11/04) */ On October 14, customer accepted original offer by Fry-Wagner at 50% to equate to $to bring to amicable resolutionThe check was mailed on October 16th at the amount of $to bring this to closure

Initial Business Response / [redacted] (1000, 11, 2014/11/03) */ Fry-Wagner settled this claim based on the customer's selection of coverage which was .60/poundIn addition, Fry-Wagner went above and beyond this by offering a goodwill gesture of $ and a discount off of their 3rd party reassembly services of $ In review of the items settled based on valuation of cents lbthe customer had very escalated weights on the claim form, so to validate these weights Fry-Wagner references the written/signed estimate for further informationFry-Wagner does not show record at any time of receiving copies of receipts by the customerWe based our settlement per the estimators surveyed weightsThe customer did in fact provide on the claim form manufacturer information , and we researched based on the information provided and could not find any further dataIt is the customer's responsibility to provide and substantiate weights for items claimed

Complaint: [redacted] I am rejecting this response because: Reading the companies response feels like they are just giving me a big middle finger I don't know how this company can have an A+ rating The entire experience with these people has been deceit and lies Dealing with these people is like dealing with the worst insurance company on a claim We were told by the driver days and someone would contact us for claims like it was no big deal Then we were told it was days Then in an email days was statedThis was a MO intra move not a local move MO intra allow days for claim filing So my wife asked again in email with [redacted] and [redacted] on October 13th, "So do I have until midnight or days from move date?" That was never answered Also what is repeated is coordinator was never told of complaints or damages Then why did we send a claim form? These people are wanting me to report almost every one of their employees for wrong doing and if I didn't I must not be concerned I have seen these people I have worked for corporations before They can't be serious They act like all their people are perfect and never do anything wrong I have better things to do than record their employees I just made a claim when my stuff arrived brokeThat is what was repeated to me often by all of their employees...make a claim and it will be taken care of no problem This company does not seem concerned that I reported to the driver about the lamp being broke on arrival If I acknowledged it before and signed why would I complain when they open the blanket and it's shattered? The driver packed the room the lamp was in Most likely then he packed the lamp and he broke it So when I point out the broken lamp at destination he says nothing Why, if the lamp was inventoried as broken, and I am complaining, does he still say nothing? He kept silent while I didn't know it was inventoried broken, that is why He knew and I did not because I had to sign a bunch of papers that were not readable All the while he was still using paper and most other drivers are using computers we were told by the driver Thanks for your resistance to change and your companies willingness to allow you free roam, it has screwed us out of disputing a broken lamp Also, reported complaints was never taken well Nobody wanted to hear them and I felt were ignored Even the woman on the phone that resubmitted the claim the final time told me to stop talking or she wouldn't re-submit the claim, like she is a god and I am some lucky peasant lucky to be even able to talk to her Then there analysis of why binoculars couldn't possibly be damaged from them is absurd The box was damaged! They want to know of carrier mishandling? Your people were sick!!! Thank god I watched them and decided to move my $computer myself because it would have ended up like the reciever because it has mechanical hard drives that would be damaged on impact IMPACT these people destroyed my items with If anything please lower your Revdex.com rating for this company Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/06/01) */ The client called us requesting a rate for a local move and storing of her propertyShe spoke to one of our sales people and he gave her a ballpark rate but told her that to actually schedule the move and give her a binding estimate we would have send someone to do an in home surveyThe client said that she would confirm if she wanted us to perform the in home survey and our employee gave her his direct phone line and email address and told her if she wanted to schedule the in home survey to contact him back and we could schedule the surveyHe never heard back from her so he assumed she found another mover to handle her moveWe did not hear back from her until she called on the day she wanted to move asking when the crews would arriveWe did not have her on the schedule because we had not performed the in home survey and had no available crews that dayThe next correspondence we received was the Revdex.com notificationWhen we researched we did find that her emails to our company were flagged by our computer system as "SPAM" and our employee never received the emailsThe client never called back to confirm the in home survey appointment or if the move was scheduledWhile we never want these types of situations to occur we do not believe we could have done anything different

December 13th, 2016To Whom It May Concern:On October 21st, 2016, the day of service, our driver called to report that we had damaged the freon line of a commercial refrigerator, and the freon had leaked out.  After receiving the damage notification, we called [redacted] the...

same day to report the damage. In response to the damage, she referred us to [redacted] of [redacted] who was on-site and might be able to refer us to someone for the repair. We spoke with [redacted] on October 21st, and he told us that he had a repairman coming out to do some work on a different issue, but he might be able to fix the commercial refrigerator as well. Our claims manager, [redacted], verbally authorized [redacted]’s repairman to correct the damage to the refrigerator of up to $500.00. If the damage was to exceed this limit, Mrs. [redacted] noted that a written estimate would need to be submitted before any work was done. On October 24th, Mrs. [redacted] confirmed with [redacted] from [redacted] that the repairman had been able to fix the refrigerator, and he would be sending an invoice for the service. On October 27th, we had still had not received the invoice, so [redacted] was contacted. At that time, [redacted] informed Mrs. [redacted] that the repairman was still working on the invoice, but he also mentioned that there was an icemaker service that would be added to the invoice. Up until this point, we had not been aware of any damage to an icemaker, and Mrs. [redacted] stated that we would need to review the invoice. After speaking with [redacted], we received confirmation on November 2nd from [redacted] that we would not be held liable for the damage to the icemaker. In an email sent to the Office Assistant at [redacted] and our claims adjuster, [redacted], copied, [redacted] states, ”Part of this invoice is not Fry-Wagner’s responsibility. The ice machine repairs were not a result of moving it. They should be turned into the insurance company… So Fry-Wagner should be sending [redacted] Contracting $500.00. The remaining $283.00 should be turned into the insurance company.“Two weeks go by, and we still did not receive the invoice. However, after several calls to both [redacted] and [redacted] with [redacted], we received the invoice on November 11th, for the amount of $783.30, please see the attached. The invoice contained charges of $450.00 for the refrigerator we damaged plus $50.00 to replace the refrigerant, and there was a $283.30 difference for repairs and service to the icemaker.  After receipt of the final invoice, we mailed a check to [redacted] Contracting in the amount of $500.00 on November 15th, please see attached receipt. Nevertheless, on November 21st, Mr. [redacted] called us inqui[redacted] about the short pay on the invoice, and we explained that we were not made aware of the damage on the day of the move and did not authorize repairs to an icemaker.  To follow-up, we talked to our driver, on November 23rd, to question if he was aware of other damaged, and he reconfirmed that he was not. On November 23rd, Mrs. [redacted] received a call from [redacted] explained to her that at the time of repair, we were not made aware of any damage to the icemaker and nothing was documented.  We were aware that the repairman was coming out for another issue and asked if the additional charges on the invoice could be for what he was coming for initially. Throughout the conversation, [redacted] told [redacted] that she was being rude, threatened that she does a lot of business with other restoration companies in the area and would make sure to pass this story around, and go the social media and the Revdex.com with complaints. After working with [redacted] and [redacted] throughout this entire process to immediately accept responsibility for the damages incurred by our crews, we believe we did our due diligence to make sure this error was corrected.  Our Claims Manager contacted all involved parties the day of the move and approved repairs up to $500.00 for all known damages. We were not made aware of any damage to the icemaker and actually received confirmation that this damage was, in fact, not our error. After several attempts to obtain a final invoice and pay for services rendered to correct the damage, we have submitted payment for the repairs that were discussed and documented. Unfortunately, we cannot accept responsibility for these additional charges, because there is no documentation or record of these damages occur[redacted] as a result of our moving services.

Complaint: [redacted]
I am rejecting this response because:Was told 90 days to file claim.  That was wrong.  Was also told 30 days by driver which also is not true. (apparently the driver never lies)  No verbal communication of broken lamp just scribbles on paper to sign.  Acknowledged by their staff in claims department as being unreadable unless you see it everyday.  The lamp was packed away and I had no idea if it was broke.  NO VERBAL COMMUNICATION/ScRIBBLES ON PAPER was all I had to go on.  This company stands behind this no matter what.  They stand behind their process  of misleading us twice about the deadline to file claims on the things they broke.   When the driver was shown the lamp and complained to, his answer was to file a claim.  ONLY HE KNEW IT WAS FILED AS BROKE.  He also had a chance right there to again verbally inform us this was filed as broke and put in the paperwork we signed already.  He packed the room the lamp was in.  The company stands behind this kind of behavior.  Lying and deceiving is the only way this company knows how to do business.   The lamp they claim was broke before they got there was standing and working fine.  After they touched the lamp it no longer will  go back together and stand.  When I wanted to take a picture of it broken in the blanket and went to get a camera, I came back to the blanket and pieces missing.  They knew to not let me get a picture of this. They could not have informed us with readable writing or verbally that they broke our lamp because then they would have to take a claim.  It apparently is OFFICIAL COMPANY GUIDELINES to just pack it and write down it was already broke then not inform the customer what they did.  Then when confronted about it LIE LIE LIE LIE.  As far as we can tell This is OFFICIALLY how this company works by design.  This is not how A+ Revdex.com rating companys act. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2014/09/19) */
Mr. [redacted] is an ex-employee of [redacted] moved Mr. [redacted]'s belongings under the [redacted] contract. At the time of delivery on 5-20-14, there were no exceptions taken of any claimed damage by Mr. [redacted]. Per the...

contract between [redacted] and Fry-Wagner, the valuation is .60 cents per lb. per item, for only office furniture, not personal items. Fry-Wagner's first indication of any issue re; the microwave was in August 2014, where Mr. [redacted] was claiming the microwave was not working, several months after delivery. He contacted [redacted] who explained to him since this was a personal item, it could not be claimed. He then came to Fry-Wagner's Move coordinator, who in turn explained the same thing as well. Mr. [redacted] then appealed to Fry-Wagner's Claims Direcotr, and we again explained both times his microwave would be denied for 2 key reasons. The first, there were no exceptions of any damage at the time of delivery. Secondly, personal items are not covered under the [redacted] contract. Mr. then told our Claims Director in the last conversation he would go to social media and the Revdex.com until he got resolution. He is claiming $50-300 for the microwave.

Initial Business Response /* (1000, 5, 2014/09/05) */
Fry-Wagner delivered this shipment to the customer on 2/27/2014.
At the time of delivery, a "Bingo" Inventory Check-Off Sheet was utilized, signed by the customer that ALL items were received. Fry-Wagner subsequently performed a...

trace for the items that the customer claimed were missing. The trace came back negative. Before submitting the claim, the customer called Fry-Wagner's Claims Department inquiring about pairs and sets, and if her dining table was damaged, how does this affect her table pads? The customer submitted the claim on 3-24-14 and Fry-Wagner immediately coordinated an inspection by [redacted] This Claim was then forwarded to Vanliner for handling.
Most of the claim has been settled to the customer's satisfaction by Vanliner. The following are items the customer is disputing:
- Table Pads to Dining Table-claiming $287.95 STATUS: denied based on Inspection, deemed not transit-related damage.
Printer missing-denied, claiming $153.43 STATUS: Trace conducted - item not found. All items were checked as received on the Bingo Inventory Sheet.
Print ([redacted] print) claiming $657.58, STATUS: Trace conducted - items not found. All items were checked on Bingo Inventory Sheet as received.
The customer threatened legal action and to go to Revdex.com and social media if Fry-Wagner/Vanliner did not compensate her for the above listed items. Fry-Wagner/Vanliner offered a goodwill gesture to the customer of $550.00. Vanliner spoke to the customer on 8-22-14 and made this offer and at that time Ms. [redacted] told Vanliner she would consider it and get back with them. That is where this situation stands as of today, 9/5/2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is correct that I checked items off of the "Bingo" sheet upon delivery of my things, there was no inventory of what was contained in the boxes. I made absolutely no representations as to content or conditions of the delivered items. In fact, two items were lost: the computer printer and the [redacted] Tellor signed print. The fact that Fry Wagner cannot locate them now does not mean I received them. In fact, I did not. Regarding the dining room table pads, I do not understand why my initial question about replacing table pads is relevant at this time. At the time I asked the question, I believed the table would have to be replaced and, if that was the case, was inquiring if the customized pads needed for a new table would be covered. As it turns out, the table did not have to be replaced. It can be repaired. That being the case, I maintain that the pads for the existing table were damaged in storage (not transit, as they repeatedly assert and I keep steadfastly correcting them). The table pads were improperly stored on their ends rather than flat for over two years. Thus, one can see from a visual inspection that the damage is not from normal wear and tear, but rather from being stored on their ends. Only the ends on which they were improperly stored show the degradation. None of the other ends of the pads show similar wear. I have repeatedly told Fry Wagner's insurance representative, Vanliner, that because I paid for 100% replacement cost, the 50% offer on the disputed items remains unacceptable. I am only asking for what I paid for. I might add that I paid Fry Wagner far more in insurance premiums than paying the claim in full will cost them. Frankly, I am shocked at their continued refusal to pay what I am due.
Final Business Response /* (1000, 10, 2014/09/24) */
Ms. [redacted] has since emailed us on September 17th, declining Arbitration and our original offer of 50% in the amount of $550.00. She has requested 75% of the difference in the amount of $799.77. I can forward you her email if you wish.
We feel 50% was a fair resolution. Please advise if we need to update this online as well.
Thank you,
Business Response /* (1000, 17, 2014/11/04) */
On October 14, customer accepted original offer by Fry-Wagner at 50% to equate to $550.00 to bring to amicable resolution. The check was mailed on October 16th at the amount of $550.00 to bring this to closure.

I would like to inform you that I am having real bad experience in dealing with Fry-Wagner Systems, Inc.

Initially I requested them to pick up my House Hold items sometime between July 12 – July 15 . That request was made on July 11 so it would have given them at least 2-3 days to schedule the pickup.

Still I got response from them stating they don’t anything available until 07/18 .
I did had the option to do everything on my own but as per advise from my company. I somehow agree to have them pickup on 07/18.

Even after picking item from source on 07/18 , today is 08/02 (last day of their SLA for delivering items ), still I am not sure when my household items will be delivered (This is the case post 15 days of pickup).

I already made them aware that I am here living with a small kid (3 year old) and my parents are also staying with me. It’s extremely difficult to manage without any household items for 2 weeks.

I have already spent around 500 USD in buying stuff for my household since its becoming very difficult to manage without Household items for so long with a small kid and parents , only because Fry-Wagner Systems organization is not able to deliver the goods on expedited basis.

EXTREMELY DISAPPOINTED.

Initial Business Response /* (1000, 5, 2015/10/16) */
At the time of our customer's delivery in Wentzville (8/17/2015), Fry-Wagner's crew inadvertently drove into a neighbor's yard (Mr. [redacted]'s), causing visible ruts in the grass. Mr. [redacted] then called the police and filed a police...

report. Fry-Wagner's Claims Department was notified of this situation only after Mr. [redacted] personally had contacted a landscaper for repair of the damage. Fry-Wagner asked for the Estimate Mr. [redacted] received and we were given an estimate of $600. Fry-Wagner contacted this landscaper for further information about the estimate, and when talking to this entity discovered that they did not have any company website, Certificate of Insurance, nor W9 Form reflecting their validity in the marketplace. Because Fry-Wagner could not substantiate the company's existence, we contacted another landscaping company for a 2nd estimate. This company (We Make the Cut) stated there was no damage to Mr. [redacted]'s yard - but Fry-Wagner still offered Mr. [redacted] $300 as a goodwill gesture. Mr. [redacted] refused this goodwill gesture and became irate with Fry-Wagner. Fry-Wagner then sent a 3rd landscaper to estimate the alleged damage ([redacted] Lawncare) who estimated the damage at $425. Fry-Wagner then reached out to Mr. [redacted] and offered $425 - Mr. [redacted] accepted the check and this estimate.

Initial Business Response /* (1000, 11, 2014/11/03) */
Fry-Wagner settled this claim based on the customer's selection of coverage which was .60/pound. In addition, Fry-Wagner went above and beyond this by offering a goodwill gesture of $ 200 and a discount off of their 3rd party reassembly...

services of $268.
In review of the items settled based on valuation of .60 cents lb. the customer had very escalated weights on the claim form, so to validate these weights Fry-Wagner references the written/signed estimate for further information. Fry-Wagner does not show record at any time of receiving copies of receipts by the customer. We based our settlement per the estimators surveyed weights. The customer did in fact provide on the claim form manufacturer information , and we researched based on the information provided and could not find any further data. It is the customer's responsibility to provide and substantiate weights for items claimed.

Complaint: [redacted]
I am rejecting this response because:
Reading the companies response feels like they are just giving me a big middle finger.  I don't know how this company can have an A+ rating.  The entire experience with these people has been deceit and lies.  Dealing with these people is like dealing with the worst insurance company on a claim.   We were told by the driver 30 days and someone would contact us for claims like it was no big deal.  Then we were told it was 10 days.  Then in an email 90 days was stated. This was a MO intra move not a local move.  MO intra allow 90 days for claim filing.  So my wife asked again in email with [redacted] and [redacted] on October 13th, "So do I have until midnight or 90 days from move date?"  That was never answered.  Also what is repeated is coordinator was never told of complaints or damages.  Then why did we send a claim form?  These people are wanting me to report almost every one of their employees for wrong doing and if I didn't I must not be concerned.  I have seen these people.  I have worked for corporations before.  They can't be serious.  They act like all their people are perfect and never do anything wrong.  I have better things to do than record their employees.  I just made a claim when my stuff arrived broke. That is what was repeated to me often by all of their employees...make a claim and it will be taken care of no problem.
 
This company does not seem concerned that I reported to the driver about the lamp being broke on arrival.  If I acknowledged it before and signed why would I complain when they open the blanket and it's shattered?  The driver packed the room the lamp was in.  Most likely then he packed the lamp and he broke it.  So when I point out the broken lamp at destination he says nothing.  Why, if the lamp was inventoried as broken, and I am complaining, does he still say nothing?  He kept silent while I didn't know it was inventoried broken, that is why.  He knew and I did not because I had to sign a  bunch of papers that were not readable.  All the while he was still using paper and most other drivers are using computers we were told by the driver.  Thanks for your resistance to change and your companies willingness to allow you free roam, it has  screwed us out of disputing a broken lamp. 
Also, reported complaints was never taken well.  Nobody wanted to hear them and I felt were ignored.  Even the woman on the phone that resubmitted the claim the final time told me to stop talking or she wouldn't re-submit the claim, like she is a god and I am some lucky peasant lucky to be even able to talk to her.  Then there analysis of why binoculars couldn't possibly be damaged from them is absurd.  The box was damaged!  They want to know of carrier mishandling?  Your people were sick!!!  Thank god I watched them and decided to move my $1500 computer myself because it would have ended up like the reciever because it has mechanical hard drives that would be damaged on impact.  IMPACT these people destroyed my items with. 
If anything please lower your Revdex.com rating for this company. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/20) */
Fry-Wagner disputes these allegations. Our Salesperson inquired during the pre-move consultation and estimating process if this customer wanted any unpacking services. She declined. At that point, Fry-Wagner priced this relocation...

without any unpacking services at destination. Ms. [redacted] simply contacted our offices and scheduled them - but again, she did not inquire as to potential charges or any conversation with the movers regarding warranties during this call to schedule these services.
There were no direct conversations, voicemails or emails with Fry-Wagner's Sales Representative or Coordinator regarding these charges after the move. However, as a goodwill gesture, Fry-Wagner is reducing these disputed charges by $ 85.00. A revised invoice has been mailed today, 1/20/2015 reflecting the reduced charged.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided by Fry-Wagner is simply incorrect and not accurate. The initial estimate did not include unpacking of the TV's which I was not fully aware of and to be honest was not fully explained. The employee that packed the TV's informed me during the move on 12/19 that I CANNOT unpack the TV's myself at origin this would void the warranty. I assumed since the TV's were being packed they would also be unpacked since a warranty was involved. The day of the move at origin 12/22 I contacted my sales rep while the movers were still unpacking the truck and talked to him 3 times about damage to my new home AND when someone was going to unpack the TV's because I was told I cannot unpack them myself it would void the warranty. The sales rep in my opinion did not have a clear answer on this since the employee that packed the TV's said I could not unpack them myself. I explained this to the Sales Rep [redacted] numerous times and I do not think he understood the situation either and lead me down the wrong path. Which by the way I was happy to unpack the TV's myself instead of waiting 2 days for someone to unpack them for me. I even told my sales rep "I am happy to unpack the TV's myself I just want to make sure that isn't going to take away my warranty if something is damaged". So the sales rep [redacted] did advise to go ahead and get someone out there to unpack the TV's also not telling me that it would cost me an extra $450 more than what it cost to pack the TV's. He said let's go ahead and get someone out there to unpack just to be safe. He was in contact with [redacted] who called me to schedule someone to come out and unpack the TV's since I thought this was my only option to keep the warranty. After the TV's were unpacked with my husbands assistance I received a bill a week or so later from Fry-Wager with more charges from my move (which I had already paid what I thought was all the charges the day of the move) and the $450 to unpack the TV's. I immediately called Fry-Wagner and my sales rep [redacted] to discuss this bill. I also talked to the Sales Manager about this issue who was no help. I was then told I didn't have to get the TV's unpacked as long as I unpacked them myself when the movers were here. NEVER heard this information before I received this bill and I said why didn't someone tell me that and why was I told that if I unpack them it would void my warranty. I was lead down a path that has cost more money that I was aware of during my initial estimate. I didn't get all the information needed from Fry-Wager or my Sales Rep. I have the phone log from my phone bill that shows all of my calls back and forth with Fry-Wagner so I disagree in your comments stating I did not inquire as to potential charges or conversations about warranty because that is false information. I also did not simply contact the office and schedule the services this was discussed in detail with the Sales Rep [redacted]. I want a refund of the $450 for unpacking.
Final Business Response /* (1000, 9, 2015/01/22) */
Regarding this Case, Fry-Wagner has discussed the Complaint more and has decided to waive the $450 fee that is in dispute. We will not require the customer to pay these charges. Do we need to submit this on the website or can you take care of this from here?
Thank you
[redacted] Executive Assistant Fry-Wagner Systems, Inc. l Direct [redacted] Toll Free [redacted] l www.Fry-Wagner.com Blog

Initial Business Response /* (1000, 5, 2015/10/06) */
The customer had an on Point Price Certainty Order for Service/Bill of Lading GPP1-W; which means the final charges are based on the guaranteed weight which is noted on the estimate, with a weight allowance credit if the actual weight is...

less than the estimated weight. The estimated weight was 13,129 lbs. and the actual weight was 9,020 lbs. A weight allowance credit was due the customer. The weight allowance credit is as follows: 13,129 lbs.-9,020 lbs.-4,109 lbs. divided by 100 = 41.09 x $19 per hundredweight (cwt)=a weight allowance credit refund in the amount of $780.71. The customer is requesting that we re-invoice the shipment as a non-bound contract using the actual weight. We are unable to change the terms of the agreement once the shipment begins loading, therefore we respectfully decline their request.
The customer has also reported that he was missing item(s) from his shipment and that he has an overage of an item that does not belong to him. A trace is being conducted on the reported missing items with all parties that may have come into contact with the shipment. Once the trace has been exhausted we will provide the customer with the trace findings. In addition, arrangements will be made to retrieve the item that the customer claims was mis-delivered to him. The customer has not yet filed a proper written claim with the carrier. He has nine (9) months from the date of delivery to file any claim. He may file a claim online at www.unitedvanlines.com. Once a proper written timely claim has been filed, an adjuster will be assigned for review and response.
Thank you for allowing us to respond to this customer's complaint.

Initial Business Response /* (1000, 6, 2015/06/01) */
The client called us requesting a rate for a local move and storing of her property. She spoke to one of our sales people and he gave her a ballpark rate but told her that to actually schedule the move and give her a binding estimate we...

would have send someone to do an in home survey. The client said that she would confirm if she wanted us to perform the in home survey and our employee gave her his direct phone line and email address and told her if she wanted to schedule the in home survey to contact him back and we could schedule the survey. He never heard back from her so he assumed she found another mover to handle her move. We did not hear back from her until she called on the day she wanted to move asking when the crews would arrive. We did not have her on the schedule because we had not performed the in home survey and had no available crews that day. The next correspondence we received was the Revdex.com notification. When we researched we did find that her emails to our company were flagged by our computer system as "SPAM" and our employee never received the emails. The client never called back to confirm the in home survey appointment or if the move was scheduled. While we never want these types of situations to occur we do not believe we could have done anything different.

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