Garrett Transportation Services, Inc

The business keeps rejecting the response on the sole fact that if there is no damage to the box then there is no damage to the product, as if that would sufficeIt is a proven fact and a OEM precaution stated that if a TV is mishandled by the shipper by laying it down sideways and or stacking heavy equipment on top, the TV screen will bend and crack, regardless of the protection usedAttached are the pictures of the packaging used and OEM warningThe surveyor (MR ***) reviewed this packaging with me and approved it. It was clear during the loading of the truck that the people performing the job were not qualified and have not taken care of our itemsI complained with the Driver (Chris) at the time of loading and unloading and he told me he filed a complaint with Garrett Transportation as he also thought there were careless mistakesThe company knows about this and they are just trying to avoid payment and responsibility
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Garrett is making light of what I experienced. Garrett incorporates an atmosphere of unprofessional-ism. When I contacted them, I thought that being aligned with Atlas Moving which trickle down to Garrett, similar to what I had experienced with Bekins in the past. From the minute the movers got to my place, after the previous day of packing, they communicated that the job should have had (4) people. When an elevator is involved, that makes sense and what I have been accustomed to when I moved from Granbury to Fort Worth. As far as sharing the elevator with tenants, that is true, but I communicated that before we ever began the move. What also was not mentioned is that they got hungry and I volunteered to get them lunch on my dime to make up for lost timeI threatened non payment AFTER the movers had gotten to the storage bin and started putting all my furniture where ever they wanted. After they left I texted *** *** that I'm not paying for the job until it is done right. This was at 11:at night, the move started at 10:AM.As far as the (2) rings being taken, what could I do after the fact? How can I prove anything? After so much frustration, I gave up.I'm reporting them primarily to warn others, I don't expect any money back because I don't see that they will work with me. But I have the right to report them and share my experience
Regards,
*** ***

Since no exceptions of loss or damage were noted at time of delivery into self-storage unit, we have no way of knowing whether damage occurred while Atlas had her goods, during a personal access to the unit, or during the removal and delivery out of goods from the unitAs she's confirmed receiving
(and I've attached), the Moving Kit outlines the requirements for filing a claim when delivering to a stg unitIn addition, it is listed on both the Inventories and Customer Check Off Sheet (both attached) to document any loss or damage found at time of delivery, nothing is notedBased on this information, we respectfully deny the claim for damages

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
The issue is not resolved, but will be in court because ATLAS has not responded to the additional documentation provided

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
Firstly, yes it took me time to complete the claim forms as the damage was so extensive and I had to go back to work However, with my move to Haslet, TX from Augusta, GA, Allied Berger was the moving company and moved two households as a part of a work relocation Glass to my china buffet was broken and they had someone out two days later to measure and replace the glass My spouse had more damage to motorcycles that were moved and they also had an adjuster out within days to appraise and complete repairs The claim forms were not completed yet in this instance either as both of us were busy acclimating to
new jobs At least *** *** knew they were at fault and made it right Garrett ATLAS had an overflow situation, in which they were putting two households on one truck and it didn't fit They used their small packing truck that was emptied and put some of my belongings I was not outside to see how they were placing my items, but with so many things broken, obviously not with care The advertisement for Garrett ATLAS states, they use "new and clean trucks to transport safely." Should a new truck leak so much water? Do they not check their trucks when it is Spring and rain is probable? The truck also showed up to my Georgia residence with a bad tire and a service truck had to come to change it As far as me not documenting my furniture, handbags, scarves and hearing aids as high value- they are each under $10,in value and these items have been in many moves and were never damaged with the exception of a china buffet glass that was fixed immediately I claimed high value paintings and Tiffany lamps that were more subject to breakage, as they contained glass My hearing aids box was water damaged and the hearing aids themselves did get wetI don't wear them all the time, so they were packedWhat about the damage to my hardwood floors? I was so obviously upset that this was not reported until after the movers leftThis was a careless move and I never even received an apology from the company I have been in business for many years and the first thing you do is to take ownership of a mistake The second thing is make an effort to make it right A $settlement is not fair or reasonable for so much damage- from simple household goods, to furniture, to a cracked in half marble top, ruined handbags, scarves, towels and my hearing aidsWe are moving forward with litigation, as further documentation has been provided, at ATLAS request and we have had no further communication from them

A final decision has been made by both parties - no further action

There was a lot of rainfall during this relocation. At delivery on 5/19/16, when opening the trailer water fell in and on to (3) boxes marked "PBO" (packed by owner) and (2) carrier packed boxes.  The Customer Check-Off Sheet, completed by Mrs. [redacted] only lists (3) but we acknowledge a total of (5).  Our office took in phone calls from both the driver and Mrs. [redacted] and the situation was discussed. It was explained at that time how the claims are handled and Atlas would be advised to proceed as quickly as possible.  Mrs. [redacted] completed her claim form at her convenience, as she stated "I am going to wait to complete the claim(s) until I have finished unpacking", the first of a couple was received on 6/8/16. The only delay in getting a claim representative to residence was awaiting the submission of the claim as Atlas can not assign a repair firm until then, which was done immediately upon receipt.  Mrs. [redacted] did have furniture that had previous water damage which I've highlighted on the attached inventory. I've attached the settlement offered by Atlas Van Lines which we agree to as a fair and adequate.  The High Value Inventory is attached as well where nothing is listed in regards to the designer bag/scarves or hearing aids.  In addition, the inspection report states there is no external damage and no signs of water exposure to the factory carton for which the hearing aids were packed.  No further compensation to offer.  Helpful information received prior to the move as well as the shipping documents and settlement offer are attached for review.

All employees involved with this shipment have been met with to verify handling was done properly. We will not accept liability to the TV as we do not cover damages to the contents of boxes packed by owner without proof of mishandling. In this case there are none and we deny liability. No further action.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
Obviously this business does not want to accept responsibility for their failure to properly and respectfully transport my property.  Multiple items were broken aside from the water damage from their damaged truck and that is just plain negligence!  ATLAS asked for additional documentation for further review and it was provided and I never heard another word from them- no returned calls and no answered emails. What kind of reputable company does that?  Not even an apology?  Yes, I am proceeding with litigation to cover my losses that ATLAS has no regard for.

As I've advised [redacted]: Mr. [redacted] and I have reviewed the claim and shipping documents, unfortunately there is nothing written in agreement that the contents of a PBO(packed by owner)carton would be protected through purchased valuation if damages occurred. Without physical damage to the carton,...

which would support mishandling, we must conclude that damage occurred as a direct result of insufficient packing material or improper packing. In addition, this item was not included on the High Value Inventory which would have been presented to the driver before it was packed so value, condition and proper packing method could be verified. I have attached highlighted documents that were supplied to shipper which outlines this information. The Moving Kit is supplied to every customer at time of the survey. At this time our denial remains.

We do not agree with her request and therefore, cannot offer any compensation - no further action on our part.  As she has advised, she will proceed with litigation.

This relocation ended up going over our estimated time due to having to share the elevator with another tenant. There was never a discussion about the storage unit needing to be loaded a certain way, our crews arrived at the unit and proceeded to stack items into the unit the way that we normally do...

for other shipments. Ms. [redacted] did not like the way we were doing it. Ms. [redacted] began threatening for non-payment so our operations manager instructed the crew to get the items off our truck and into the storage unit. The customer mentioned having another mover come out to reconfigure the storage unit and advised that it would cost her an additional $240. At this time, we offered to take this total off of the final invoice to accommodate the need for reconfiguration. Ms. [redacted] initially did not want to pay 3rd party charges for the desk to be disassembled or reassembled so she sent us the schematics for assembly; disassembly went fine, however, when the crew started on the assembly, it was not as easy to reassemble. Rather than assembling the desk incorrectly, the crew lead advised Ms. [redacted] that he could not get the desk reassembled. Garrett Transportation paid the 3rd party company out of pocket to go out and reassemble the desk properly. The customer service supervisor as well as the sales manager had multiple conversations with the customer between November 29, 2016 and December 2, 2016 in regards to getting the third party service set up. Ms. [redacted] had requested that we hold up collecting payment for services rendered until after 3rd party company was scheduled to complete assembly of the desk. Late in the afternoon of December 2, 2016, the customer service supervisor spoke to Ms. [redacted] over the phone and obtained her credit card information in order to process payment for the move.  Not once during this time frame was any mention made of two rings being discovered as missing the day after the move. The first that this was mentioned was on December 13, the day in which Ms. [redacted] filed the complaint, 14 days following the move.

Some Ms. [redacted]'s household goods had already suffered water damage from a previous incident at her residence, which was documented on our inventories.  Due to this, some of the items claimed were denied due to pre-existing. Upon opening the trailer at time of...

delivery, water did fall from the top and 3 boxes did get wet, several items packed inside did get wet because of this. Atlas' acknowledged this and attempted settlement but based on their investigation, items claimed as designer could not be verified.  It is my understanding that without proof of value, authenticity and proof purchase, full asking amount, based on the cost of the designer, could not be offered.  In addition, research found some of the scarves could be found for much less than asking.  Ms. [redacted] has since hired an attorney, a relative, and has filed suit.  This shipment is being handled under the authority of Atlas Van Lines therefore, Garrett Transportation Services cannot/will not offer additional compensation.  Atlas Van Lines will follow proper protocol under legal council since a suit has been filed.  No further action to take place and under legal advice, this is our last correspondence.

We have decided to engage a mediator with the TXDOT as thia can't be a unilateral decision without consulting an expert on why the TV broke.
Regards,
[redacted]

Although the company's position is that they have not mishandled the TV, there is proof that they have mishandled this shipment by all the other broken items. Again, we believe the TV was misplaced and most probably placed sideways as the crack on the TV is due to bending the TV in the middle. We remain of our believe that this was due to the improper management of the items. Additionally, the driver can testify how bad the crew loading the shipment was as it has been the main complaint we had from the day they started.
Regards,
[redacted]