Fry-Wagner Relocation & Logistics

Complaint: [redacted] I am rejecting this response because: Was told days to file claim That was wrong Was also told 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 thisThey 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]

Fry-Wagner received claim from customer on 8/10/and reviewed the detailsCustomer claims $7,in damages to marble topDue to large $ amount of claim, Fry-Wagner forwarded this to our insurance carrier, *** Insurance, for processing*** had repair firm take a piece of the marble
top to *** in attempt to find a match, per repair firm they found an almost identical/exact match quickly*** emailed customer this information and customer disputed that a match could be foundCustomer told *** they would try to locate receipt of item and would go to *** to see if the match was acceptableOn 9/24, Mr***' fiancé contacted *** via email and confirmed that the marble piece at *** matchedOn 9/based on this response from Mr***' fiancé, *** emailed the customer a Release for settlement since the replacement was deemed a matchCustomer's fiancé then disputed her initial affirmation that the marble was a match and said she simply mistyped her response and said it was NOT a match*** is now having a repair firm take the existing marble piece back to *** to get a written statement from *** that there was indeed a match

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 *** *** the same day to report
the damageIn response to the damage, she referred us to *** of *** who was on-site and might be able to refer us to someone for the repairWe spoke with *** 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 wellOur claims manager, *** ***, verbally authorized ***’s repairman to correct the damage to the refrigerator of up to $If the damage was to exceed this limit, Mrs*** noted that a written estimate would need to be submitted before any work was done. On October 24th, Mrs*** confirmed with *** from *** that the repairman had been able to fix the refrigerator, and he would be sending an invoice for the serviceOn October 27th, we had still had not received the invoice, so *** was contactedAt that time, *** informed Mrs*** 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 invoiceUp until this point, we had not been aware of any damage to an icemaker, and Mrs*** stated that we would need to review the invoice. After speaking with ***, we received confirmation on November 2nd from *** *** that we would not be held liable for the damage to the icemakerIn an email sent to the Office Assistant at *** and our claims adjuster, *** ***, copied, *** states, ”Part of this invoice is not Fry-Wagner’s responsibilityThe ice machine repairs were not a result of moving itThey should be turned into the insurance company… So Fry-Wagner should be sending *** *** Contracting $The remaining $should be turned into the insurance company.“Two weeks go by, and we still did not receive the invoiceHowever, after several calls to both *** *** and *** with ***, we received the invoice on November 11th, for the amount of $783.30, please see the attachedThe invoice contained charges of $for the refrigerator we damaged plus $to replace the refrigerant, and there was a $difference for repairs and service to the icemaker After receipt of the final invoice, we mailed a check to *** *** Contracting in the amount of $on November 15th, please see attached receiptNevertheless, on November 21st, Mr*** called us inqui*** 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*** received a call from *** *** 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 initiallyThroughout the conversation, *** *** told *** *** 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 *** and *** 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 $for all known damagesWe were not made aware of any damage to the icemaker and actually received confirmation that this damage was, in fact, not our errorAfter 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 documentedUnfortunately, we cannot accept responsibility for these additional charges, because there is no documentation or record of these damages occur*** as a result of our moving services

Fry-Wagner began the packing process for this customer on January 5thAt the beginning of the process, Fry-Wagner’s two packers completed a prepack walkthrough with the customer’s nanny, and the nanny informed them that everything was going except for toothpaste and basic essentials in the
bathroomThey continued to pack up the house, including items in the master bathroomWhen everything was packed, the lead packer did a walkthrough, to confirm everything was completed. The next day, January 6th, our driver arrived to load the shipmentAfter the loading process was completed, the driver did a final walkthrough, and the nanny acknowledged everything that was intended for transport was loadedPlease see the attached “Final Walk-Through” formThe driver also reported that the customer and nanny loaded and took items in their own vehicles.On Friday, January 7th, a new driver delivered the shipment to destinationPer the delivery driver, all items were delivered and placed in their corresponding roomsPlease refer to the attached form at destination signed and acknowledged by the customer. The customer emailed the salesperson on Sunday, January 8th, alerting him that they were missing boxes from the master bathroomOn Monday, we initiated a trace for the claimed missing boxesUnfortunately, it was a negative trace for the claimed missing boxesIn the email sent on Sunday, January 8th, at 9:pm., Mrs*** states, “We were very pleased with the service, problems: However, there are boxes missingWe have unpacked well over boxes and cannot locate the boxes from the master bathroomIt was the rugs, waste can, and toiletries (makeup, cologne etc.)We looked at all boxes not opened and NONE have master bathroom label.” Mrs*** states in her own email that they were not completely unpacked. The customer submitted a claim on January 17th in the amount of $for missing cosmetics, toiletries and linensThey included some receipts for the replacement of the claimed missing items along with the claim form, for which at no time did Fry-Wagner authorize reimbursement for the claimed missingIn a conversation with Mrs*** on Monday, January 30th, we mentioned to her that the cosmetics/toiletries are typically items they take themselvesShe stated that they had no reason to take these items with them, because they used the hotel shampoos and etcIn review of the receipts the customer sent, there is no shampoos or soaps that they purchased as a replacement. There were no exceptions taken at the time of delivery on January 7th of any shortageThe customer reported in an email two days later that they were missing boxes from the master bathroom, yet states there were still boxes not completely openedWe question, how the customer would know these boxes were, in fact, missing when there was no official count of the boxes and some remain unopened. Mrshas mentioned that she is notifying her credit card company to stop payment, going to a local news station, and has talked to her attorney about their claim. When the customer alerted Fry-Wagner of the missing boxes, we began our investigation into the claimWe traced the boxes, but the trace turned up negativeThe customer signed off on a final walk-through form at both origin and destinationThe customer has also noted that not all of the boxes have been unpacked and checked for the missing itemsUnfortunately, at this time, we must hold to our denial conclusion due to the negative traces and signed walk-through form

Complaint: ***
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 *** *** and *** *** 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,
*** ***

Initial Business Response /* (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

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***'s), causing visible ruts in the grassMr*** then called the police and filed a police report
Fry-Wagner's Claims Department was notified of this situation only after Mr*** personally had contacted a landscaper for repair of the damageFry-Wagner asked for the Estimate Mr*** 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***'s yard - but Fry-Wagner still offered Mr*** $as a goodwill gestureMr*** refused this goodwill gesture and became irate with Fry-WagnerFry-Wagner then sent a 3rd landscaper to estimate the alleged damage (*** Lawncare) who estimated the damage at $Fry-Wagner then reached out to Mr*** and offered $- Mr*** accepted the check and this estimate

Fry-Wagner serviced this account move for, United Van Lines Agent, [redacted], so [redacted]’s Customer Service Coordinator completed the check calls and communicated with the customer. As noted by [redacted], communication was open and maintained throughout the entire process with Mrs....

[redacted].  On load date, September 30th, 2016, Mrs. expressed that the move was going okay. On delivery day, October 3rd, Mrs. again stated that the delivery was going good, and she did not have any questions and/or concerns. At the time of delivery, the customer did not take any exceptions of damage to the belongings. [redacted]’s Coordinator spoke with the Mrs. again on October 13th, and Mrs. did not mention any damages or complaints. At this time, as the servicing agent, Fry-Wagner had yet to have any communication with the customer. On October 13th, Mr. [redacted] submitted his claim directly to the Fry-Wagner Claims Department. On the claim form, Mr. reported damage to the motorcycle signal, floor lamp, binoculars and range finder, and a receiver. The total amount claimed for all items was $1510. After receipt of the claim form, we spoke with the [redacted] Coordinator who confirmed that the customer did not report any issues at all to her throughout the move. We then reviewed the inventories, inspection report, and talked to the driver. Throughout our conversation with the driver, he acknowledged damage to the motorcycle signal, and we settled with the customer for the amount claimed of $250.  The customer also reported that the binoculars and range finder were knocked out of alignment, but per the inspection report, there was no external damage to either of these pieces. However, the carton, where both items were packed, had a very small dent on the side, so we agreed to award the customer a total of $300 for these items as a gesture of goodwill. The remaining two items were denied because the floor lamp was inventoried prior to loading and was noted “broken at joints”, and the customer signed and acknowledged the inventory form. (Please see the attached) Furthermore, per the inspection report, there was no external damage to the receiver itself or the carton to indicate carrier mishandling. The customer never reported any additional issues with the move until we responded to the claim form with denials of the lamp and receiver. After the denial status was conveyed, Mr. [redacted] complained about the movers who were allegedly hungover and smelled of vodka.  Our Claims Manager asked him why he didn’t report this immediately to the [redacted] Coordinator, and Mr. responded, “What would you do?” Without being alerted of any problems, we are unable to respond in a timely manner. In response to the damage, per our process, we settled for the items that were damaged at our liability; and as a goodwill gesture, credited the customer for the items that were packed in a box that was dented, even though the report showed no external damage to the items. Unfortunately, we are not able to cover the items that were reported and documented by our moving crews as pre-existing damage and that the inspector noted no external or container damages.

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.

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]

We are very sorry that the customer believes he was deceived regarding the claims process.  We have contacted the booking agent, and the customer was in fact informed in error of a 90 day filing deadline to submit a claim.  However, all the emails and documentation Fry-Wagner sent to the customer stated clearly they had a 10 day filing deadline to submit a claim.  The customer did submit their claim within the 10 day filing deadline, and we processed his claim.  The customer does have the responsibility to document exceptions of damage at the time of delivery. In regards to the lamp, we have reviewed this with our driver, and he stated the lamp was broken at the joints prior to loading, therefore the basis of maintaining denial to the lamp as pre-existing.As stated, communication was maintained by the booking agent, and according to the coordinator's records, there was no record of the customer reporting damage or any service issues. Fry-Wagner did not have direct contact with the customer until the claim was submitted and forwarded to us by the booking agent for handling. Based on protocol, Fry-Wagner followed the necessary steps in the claims process to address the claimed damage submitted on the claim form.  After review of delivery documents and inspection report, Fry-Wagner settled for the motorcycle signal in the amount of $250.00, as the cost of repair.  Per the inspection report, there was no external damage to the binoculars, range finder; however, there was a small indentation in the carton, so we compensated the customer $300.00 as a goodwill gesture for these items.  We maintained denial on the receiver as there was no external damage to the receiver itself or the carton to indicate carrier mishandling.  Mrs. called our office on December 22, 2016 to find out when the check would be mailed in the amount of $300.00.  We advised her the check was being mailed the same day.  She was very kind, thanked us, never mentioned anything else.  We regret that we were unable to bring this to an amicable resolution regarding the claimed items that were denied.