Business Response /* (1000, 14, 2014/10/27) */
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding missing items. We have also reviewed the Business' records and our claim files relative to this matter.
We have confirmed that Mr. [redacted]...
hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 6/24/14. We have no record of anyone named [redacted], but assume it is Mr. [redacted]' wife. At the time of delivery, Consumer made written notation of a misssing suitcase and 4 missing boxes. They were advised to call our claims office to obtain a claim form, in order to file a written legal transportation claim under the coverage chosen by them for their move. On 7/30/14 Mr. [redacted] called our office & requested a claim form, which was emailed to him on that date. On 8/15/14 we received Consumer's claim form for missing items, with no supporting documentation (proof of contents of boxes, purchase receipts, proof of values, etc). On 9/5/14 we spoke with Mr. [redacted] & confirmed that we had received his claim form & advised that he would receive an acknowledgement letter within 30 days of receipt of the claim form. Thereafter, on 9/10/14, we sent Consumer an acknowledgement letter, providing him with his claim # (XXXX-XXX) & advising that his claim was under review & he would receive a final determination within 120 days (see copy attached).
Currently, this claim is under review, and Consumer should expect to receive a final determination via mail by the 3rd week of December 2014 with any settlement offer being extended. Therefore, currently no compensation is due Consumer. Please update your records accordingly.
Thank you, [redacted] Director CPC
Initial Business Response /* (1000, 7, 2014/05/20) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: [redacted]
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding overcharge...
issues. We have also reviewed her original moving estimate and moving contract.
We have confirmed that Consumer hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 3/22/14. Prior to the move, Consumer obtained an estimate via phone/email based solely on her representation of the size/scope of services needed. At pick-up, additional services were requested, and Consumer was charged accordingly. After Consumer disputed the additional charges, we spoke with her at length & have now reached settlement in full with her, with the Business providing an adjustment of $492.50 off the move balance for customer service, which the Consumer has accepted. Therefore, delivery is expected to be made to Ms. [redacted] in ** tomorrow, 5/21/14, at which time the adjustment will be applied.
Based on the above, at this time all issues have been fully and satisfactorily resolved with the Consumer. Therefore, we respectfully request that this case be closed as satisfactorily Resolved. Thank you.
full & request case be closed as Resolved.
Initial Consumer Rebuttal /* (2000, 9, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have agreed to the credit to resolve the matter, I do not agree with some of the statements made by the Business in the response. The packing of the fragile items was discussed with the Business representative before the estimate was provided. The Business representative never advised that there would be additional charges and the written agreement specifically stated that packing would be included. Additionally, the Business representative was told multiple times that delivery would occur in May and I was told that storage would be included. However, the Business representative wrote up the estimate for delivery in April and I was then charged additional amounts for storage between April and May. The Business did delivery my items on 5/21/14 and applied the credit. I note that some items I packed were repacked by the movers, which was not requested, and then charged to me. I have reserved my right to have this claim reopened based on any damage to the contents of the boxes.
Initial Business Response /* (1000, 5, 2015/03/13) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged items....
We have also reviewed her moving paperwork & our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a local move within Illinois including storage. Move commenced on 6/12/14 with pick-up of the goods into storage, & was completed on 7/2/14 with delivery from storage to Consumer's new home. At the time of delivery, no written notation of any damaged items claimed was made by Ms. [redacted], & she signed the Bill of Lading & Inventory List confirming that shipment was received in good condition in its entirety without exception. Further, prior to the move, both via email during the estimate process & again on the day of the move, Consumer was given a Valuation Information Form to clearly explain to her all of the terms of the Additional Valuation Coverage that she selected (not insurance as she states). The Form clearly states "Since Golan's cannot control whether proper packing methods were used on boxes not packed by our staff (packed by owner or PBO), liability is limited to actual evidence of negligent handling. Golan's may decline a claim on any box PBO, for which no exterior damage is visible". She filed a claim on 9/9/14 (more than 2 months after delivery) for damages to boxed dishes/decorative items &a desk. Following review of the claim, the dishes/decorative items that were Packed By Owner were not covered, in accordance with the Valuation Terms. We did provide compensation for the damaged desk in the amount sought by Consumer, minus co-valuation which is not a deductible, but reflects the fact that she purchased insufficient coverage (she purchased $15,000 coverage for a shipment that she states is valued at $18,000). The requirement to purchase full coverage is also specified in the Valuation Information Form.
As such, the claim was processed strictly in accordance with the terms of the coverage that Consumer was made aware of prior to the move, & settlement amount offered is correct. We regret that Ms. [redacted] is unhappy with the settlement offered, but given that she packed the damaged items claimed and not Golan's, we cannot hold the movers liable for damage to these items. At this time we must advise that no further compensation is due her.
Initial Business Response /* (1000, 10, 2014/09/29) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have received the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding late delivery &...
overcharge. We have also reviewed her moving paperwork and the Business' records relative to this matter.
We have confirmed that the Consumer hired the Business to perform a Long Distance move from Illinois to [redacted] commencing on 8/30/14. Prior to the move Consumer obtained a phone/email estimate based solely on her representation of the size/scope of services needed. The estimate clearly states that any accessorial services needed (long carry, shuttle, stairs, additional shipment weight/volume, etc.) would result in additional charges above the estimate. She was also given an estimated delivery range of 9/1-9/14/14 at that time. After the shipment was picked up, Golan's emailed her on 9/9/14 advising that the shipment may be a few days later than estimated. Consumer advised on 9/10/14 that she must have delivery by 9/14/14 as she was starting a new job & it would jeopardize her career if she did not receive her goods by that date as she did not have anyone else who could accept delivery on her behalf. Therefore Golan's did everything possible to accommodate this & advised Consumer on 9/12/14 that they would indeed deliver to her within the agreed delivery range, on 9/14/14. They also advised that they had determined that a shuttle would be needed as the configuration of her delivery location would not accommodate a large tractor trailer. Consumer was advised that the normal rate for such a shuttle service was $450, but the Business gave her a $100 discount for customer service, for a total charge of $350. Consumer advised she did not want to take delivery on 9/14/14 although it was within the agreed time frame, as she had an appointment on that date. She was advised that she would need to be available for delivery & the Consumer then ended the call with Golan's representative. Delivery was in fact completed on that date, therefore no late delivery occurred. Consumer was charged appropriately for actual services ordered & received, and in fact was given a $100 discount for good will.
Based on the above, no late delivery or overcharge occurred and delivery has been completed to Consumer in full. Therefore, at this time no adjustment is due Consumer. We respectfully request that this case be closed as Resolved.
Initial Consumer Rebuttal /* (3000, 13, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response from Golan's Moving. Delivery did not take place on September 14, nor did I refuse delivery on 9/14. I was prepared to forego my previous appointment on 9/14 to take delivery. However, on 9/13, [redacted] called me to inform me that delivery would not take place on 9/14 due to a sick driver. He called again on 9/14 to tell me the driver was still sick. On 9/15, I called him and he replied that the driver was still sick and a contingency plan had not been reached. I told him that if delivery was delayed to 9/19 or later, I would not be in town to receive the shipment. He replied that they would deliver on 9/18. On 9/16, I received a call from [redacted] confirming delivery on 9/19, which felt very much like Golan's was trying to force me into a situation wherein I would have to refuse delivery so that they could not be held accountable for damages. I also spoke to [redacted] on 9/16, who said that my shipment would be delivered on 9/18 if I agreed to provide a written statement saying that I would take down my Revdex.com complaint, which felt an awful lot to me like my belongings were being held hostage. I told her I would not do anything regarding the Revdex.com complaint until my shipment was received. On 9/17, I received a confirmation email from [redacted] stating that my shipment would be delivered between 6-8pm on Thursday, 9/18. The drivers for my delivery called me when I was on the subway home from work to meet them where there is no cell signal, did not leave an actual voice mail message, and proceeded to go take care of another job first. After several additional phone calls with the delivery driver, they finally appeared to deliver my belongings at 9:06pm on September 18, four days after the first delivery window, and over an hour after the second promised delivery window. It appears that [redacted] is missing about a week's worth of phone calls and paperwork in regard to what actually happened during this transaction. I would suggest that Golan's go back and update their records to reflect the most current information on the situation.
The shuttle charge was waived, yes. I am no longer requesting a $350 refund for the shuttle fee. I am requesting that the Revdex.com hold Golan's accountable for their breach of contract and unethical business practices including (but not limited to) [redacted] saying my belongings would be delivered on 9/18 on the condition I take down my Revdex.com complaint, and the boldfaced lies told in their response stating that the shipment was delivered on 9/14. I have attached photographs of the delivery receipt signed by the Golan's driver and I, dated 9/18, and stating that one dresser and at least three boxes were damaged upon delivery. I have also attached photographs of the damage.
Golan's has failed to act professionally, responsibly, or ethically in handling my move. This response claiming that my shipment was delivered on 9/14 is a flat out lie. The claim that the reason my shipment was not delivered on 9/14 is a flat out lie. I am requesting that the Revdex.com hold Golan's responsible for their dismal business practices.
Final Business Response /* (4000, 17, 2014/10/20) */
We have reviewed the recent rebuttal filed by [redacted] relative to her ongoing consumer complaint against Golan's Moving & Storage with the Revdex.com.
It must be noted that we did file a second/follow-up response on the same date (9/29/14) immediately after filing our first response, which confirmed that consumer did in fact get delivery on 9/18/14 (not on 9/14/14 as we previously indicated due to incomplete information in the file). As delivery was completed on 9/18/14, the date agreed to mutually by Consumer & the business, no compensation is due for that issue. Further, consumer has confirmed that the shuttle fee was waived, therefore that issue is no longer in dispute. Regarding the Revdex.com complaint, the business merely asked if Ms. [redacted] would notify the Revdex.com that her complaint was resolved satisfactorily once delivery was completed, as Golan's is well aware that complaints cannot be "taken down" by consumers once filed. Finally, regarding any alleged damaged items, consumer has not filed any claim to date in the 30+ days since delivery was completed. As such, if she wishes to file a claim, we would ask that Consumer contact our claims office at (XXX) XXX.[redacted] (Mon-Fri, 10am-5pm EST) to obtain a claim form, so that she may file a written claim within the time frame specified on her BOL as is required to open a legal transportation claim.
Based on the above, we must again reiterate that no compensation is due Consumer at this time. Further, Ms. [redacted] indicates that she is "requesting that the Revdex.com hold Golan's responsible for their dismal business practices" which is not within the purview of the Revdex.com. As Consumer is no longer seeking any monetary compensation, we respectfully request that this case be closed as Information Only. Thank you, [redacted], Director CPC
Initial Business Response /* (1000, 9, 2015/04/28) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding...
lost/damaged items. We have also reviewed consumer's moving documents, and our claim file relative to this matter.
We have confirmed that consumer hired the Business to perform a Local move within Illinois on 11/6/14. Prior to the move consumer obtained an estimate which was confirmed via email & included information on the various Valuation Coverage options available along with their costs if any. The Valuation Form clearly advises customers to purchase sufficient coverage to cover the value of their entire shipment for maximum coverage in the event of loss/damage. At the time of the move on 11/6/14 consumer was again given this same form, & chose to purchase $12,000 of Valuation Coverage for his entire shipment. The Bill of Lading clearly states that this coverage provides for repair or the depreciated value of items, whichever is less, & does not cover replacement costs. At the completion of the move, consumer made written notation of a damaged bed & book cabinet. No other notation of any lost or damaged items was made by him at that time to document any further transit-related missing or broken items. On 1/5/15 we received a claim form from Mr. [redacted] which was incomplete, & a letter requesting the missing information/documentation was sent to him on 1/21/15 (16 days later). On 2/12/15 consumer responded & provided the missing information. On 3/13/15 (exactly one month after receipt of a completed claim), review was completed & a settlement offer mailed to consumer in accordance with the terms of the coverage purchased. We did approve the damaged items, despite the lack of written notation of the majority of those items at delivery. We were unable to approve compensation for the missing pictures as there was absolutely no documentation to confirm that they had ever been in the Business' care, custody & control during this move or that if they were made part of the shipment by consumer that they were not delivered back to him at the end of the move. Further, we confirmed that consumer had signed an Inspection/Waiver form at both the beginning of the move stating "I completed a walk-through inspection of my pick-up location. All items intended for transport have been removed from my residence & loaded onto the truck" & again at delivery stating "I inspected the truck at the destination location. All items have been removed from the truck and unloaded to my final destination". Following the issuance of the determination with settlement offer to consumer, we did not hear back from him at all until receiving complaints filed by Mr. [redacted] with the [redacted]) on 4/3/15, & this Revdex.com complaint (filed on 4/8/15) wherein he disputes the settlement offer. On 4/13/15 we reached out to consumer & left a message which was returned by him on 4/14/15. At that time we discussed his claim in detail, along with the reasoning for our original determination. During that call, we made a final good [redacted] offer to consumer increasing the settlement amount significantly to $636.75 which was the full maximum amount possible excluding the missing pictures for which there was no substantiation. He advised that he would consider it & call us back. We did hear back from him on 4/16/15 at which time he did not accept the higher offer & demanded full payment including the pictures. We advised that as there was no documentation of the missing pictures, including the fact that he had signed an Inspection Waiver at both pick-up & delivery, our revised offer was final. He declined to accept it & instead said he would spend his time "writing complaint letters to dozens of agencies".
As such, we have made a full settlement offer to consumer in accordance with the terms of the coverage chosen & the documentation submitted, & no further compensation is due him.
FINALLY, AS THIS Revdex.com COMPLAINT WAS FILED AFTER THE COMPLAINT WITH THE [redacted], WE RESPECTFULLY REQUEST THAT IT BE CLOSED AS BEYOND PURVIEW.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Chicago case # XXXXXXXX my response to Golan's reply:
I received a call on April 14, 2015 from Golan's representative in New [redacted] to discuss the claim.
I should point out this was the first time Golan's or any representative of their's initiated contacted to me. Since November 7, 2014 to April 14, 2015 all contacts were initiated by me. I believe they hoped I would die or go away to avoid any payment.
On April, 14, 2015 Golan's representative in [redacted] increased their initial offer of $305.64 to $636.35 and then their lack of professionalism continued as I would have to sign a release stating I would never say anything negative about Golan's Moving and Storage in writing to anyone, including and mainly the agencies that oversee them. I guess for $330 they quell free speech.
I told the Golan's representative on April 14, 2015 I would discuss their offer with my wife and call her back on April 16,2015 with a response. In discussing with my wife I was presently surprised that she was more upset than I am. I dare not repeat in writing her comments.
I called the Golan's representative on April 15, 2015 and told her we would settle for $936.35 which was basically the mid point of their offer of $636.35 and our original claim for $1,280.
I find it ludicrous for Golan's to state "There is no documentation to confirm they have ever been in their care and we gave no notification of missing itms at the time of delivery." There were two truck loads of items packed and delivered and they could care less if anything was damaged or lost because with this approach they would not pay for anything anyway.
As you can see in my original letter to the [redacted] I am mystified how a business can conduct such practices and get away with it. Their total lack of concern, no sense of urgency in repairing items damaged, no verbal explanation of any contract details and their initial low ball offer just shows why they should be investigated, penalized and prohibited from doing business in such a matter.
I have to wonder how many people would have settled for their initial low ball offer as not wishing to go through the experience of fighting big business and the cost to legally pursue is prohibitive. I believe that is why our State agencies should consider more stringent regulations to protect their constituents in the future.
Since Golan's is in Illinois and their claims service is a business in [redacted] they are conducting business across state lines I am also writing several US Congressman. I consider their requirement that I could no longer write anything negative about Golan's a violation of my and all citizens First Amendment rights to petition their government.
Feel free to contact me as I would be willing to appear before any body to testify to my experiences with Golan's Moving and/or the moving industry.
Final Consumer Response /* (4200, 17, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not desire to accept Golan's resolution as I consider it to be inadequate and I consider its action an effort to coerce (Using their terminology) a consumer into accepting a settlement rather to receive what they are entitled to. It is literally impossible to determine at time of delivery if all items they packed are there. It would take several days for all items to be unpacked and verified. It took 5 or 6 of their people one day to pack them. Allowing them to use this type or reasoning is the same as to say they would never be liable for any item damaged or lost unless it was a large item that was so badly damaged it was impossible not to miss (Such as our bed post broken in half).
Final Business Response /* (4000, 19, 2015/05/31) */
We are in receipt of the most recent & THIRD rebuttal filed by [redacted] regarding his ongoing complaint against Golan's Moving & Storage, regarding missing/damaged items.
At this time, we have reached a full & final settlement with the Consumer in the total sum of $636.75. We have emailed him a final release form in this sum, & once we receive the executed release back from Consumer, payment will be issued to him by the Business.
As such, at this time this matter has been fully settled. FURTHER, WE MUST AGAIN REITERATE OUR REQUEST THAT THIS COMPLAINT BE CLOSED AS BEYOND PURVIEW, GIVEN THAT CONSUMER FILED HIS COMPLAINT WITH THE [redacted]) PRIOR TO FILING THIS Revdex.com COMPLAINT. Thank you, M. [redacted], Director CPC
Initial Business Response /* (1000, 9, 2015/04/28) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding lost/damaged...
items. We have also reviewed consumer's moving documents, and our claim file relative to this matter.
We have confirmed that consumer hired the Business to perform a Local move within Illinois on 11/6/14. Prior to the move consumer obtained an estimate which was confirmed via email & included information on the various Valuation Coverage options available along with their costs if any. The Valuation Form clearly advises customers to purchase sufficient coverage to cover the value of their entire shipment for maximum coverage in the event of loss/damage. At the time of the move on 11/6/14 consumer was again given this same form, & chose to purchase $12,000 of Valuation Coverage for his entire shipment. The Bill of Lading clearly states that this coverage provides for repair or the depreciated value of items, whichever is less, & does not cover replacement costs. At the completion of the move, consumer made written notation of a damaged bed & book cabinet. No other notation of any lost or damaged items was made by him at that time to document any further transit-related missing or broken items. On 1/5/15 we received a claim form from Mr. [redacted] which was incomplete, & a letter requesting the missing information/documentation was sent to him on 1/21/15 (16 days later). On 2/12/15 consumer responded & provided the missing information. On 3/13/15 (exactly one month after receipt of a completed claim), review was completed & a settlement offer mailed to consumer in accordance with the terms of the coverage purchased. We did approve the damaged items, despite the lack of written notation of the majority of those items at delivery. We were unable to approve compensation for the missing pictures as there was absolutely no documentation to confirm that they had ever been in the Business' care, custody & control during this move or that if they were made part of the shipment by consumer that they were not delivered back to him at the end of the move. Further, we confirmed that consumer had signed an Inspection/Waiver form at both the beginning of the move stating "I completed a walk-through inspection of my pick-up location. All items intended for transport have been removed from my residence & loaded onto the truck" & again at delivery stating "I inspected the truck at the destination location. All items have been removed from the truck and unloaded to my final destination". Following the issuance of the determination with settlement offer to consumer, we did not hear back from him at all until receiving complaints filed by Mr. [redacted] with the [redacted] ([redacted]) on 4/3/15, & this Revdex.com complaint (filed on 4/8/15) wherein he disputes the settlement offer. On 4/13/15 we reached out to consumer & left a message which was returned by him on 4/14/15. At that time we discussed his claim in detail, along with the reasoning for our original determination. During that call, we made a final good [redacted] offer to consumer increasing the settlement amount significantly to $636.75 which was the full maximum amount possible excluding the missing pictures for which there was no substantiation. He advised that he would consider it & call us back. We did hear back from him on 4/16/15 at which time he did not accept the higher offer & demanded full payment including the pictures. We advised that as there was no documentation of the missing pictures, including the fact that he had signed an Inspection Waiver at both pick-up & delivery, our revised offer was final. He declined to accept it & instead said he would spend his time "writing complaint letters to dozens of agencies".
As such, we have made a full settlement offer to consumer in accordance with the terms of the coverage chosen & the documentation submitted, & no further compensation is due him.
FINALLY, AS THIS Revdex.com COMPLAINT WAS FILED AFTER THE COMPLAINT WITH THE [redacted], WE RESPECTFULLY REQUEST THAT IT BE CLOSED AS BEYOND PURVIEW.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Chicago case # XXXXXXXX my response to Golan's reply:
I received a call on April 14, 2015 from Golan's representative in New [redacted] to discuss the claim.
I should point out this was the first time Golan's or any representative of their's initiated contacted to me. Since November 7, 2014 to April 14, 2015 all contacts were initiated by me. I believe they hoped I would die or go away to avoid any payment.
On April, 14, 2015 Golan's representative in [redacted] increased their initial offer of $305.64 to $636.35 and then their lack of professionalism continued as I would have to sign a release stating I would never say anything negative about Golan's Moving and Storage in writing to anyone, including and mainly the agencies that oversee them. I guess for $330 they quell free speech.
I told the Golan's representative on April 14, 2015 I would discuss their offer with my wife and call her back on April 16,2015 with a response. In discussing with my wife I was presently surprised that she was more upset than I am. I dare not repeat in writing her comments.
I called the Golan's representative on April 15, 2015 and told her we would settle for $936.35 which was basically the mid point of their offer of $636.35 and our original claim for $1,280.
I find it ludicrous for Golan's to state "There is no documentation to confirm they have ever been in their care and we gave no notification of missing itms at the time of delivery." There were two truck loads of items packed and delivered and they could care less if anything was damaged or lost because with this approach they would not pay for anything anyway.
As you can see in my original letter to the [redacted] I am mystified how a business can conduct such practices and get away with it. Their total lack of concern, no sense of urgency in repairing items damaged, no verbal explanation of any contract details and their initial low ball offer just shows why they should be investigated, penalized and prohibited from doing business in such a matter.
I have to wonder how many people would have settled for their initial low ball offer as not wishing to go through the experience of fighting big business and the cost to legally pursue is prohibitive. I believe that is why our State agencies should consider more stringent regulations to protect their constituents in the future.
Since Golan's is in Illinois and their claims service is a business in [redacted] they are conducting business across state lines I am also writing several US Congressman. I consider their requirement that I could no longer write anything negative about Golan's a violation of my and all citizens First Amendment rights to petition their government.
Feel free to contact me as I would be willing to appear before any body to testify to my experiences with Golan's Moving and/or the moving industry.
Final Consumer Response /* (4200, 17, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not desire to accept Golan's resolution as I consider it to be inadequate and I consider its action an effort to coerce (Using their terminology) a consumer into accepting a settlement rather to receive what they are entitled to. It is literally impossible to determine at time of delivery if all items they packed are there. It would take several days for all items to be unpacked and verified. It took 5 or 6 of their people one day to pack them. Allowing them to use this type or reasoning is the same as to say they would never be liable for any item damaged or lost unless it was a large item that was so badly damaged it was impossible not to miss (Such as our bed post broken in half).
Final Business Response /* (4000, 19, 2015/05/31) */
We are in receipt of the most recent & THIRD rebuttal filed by [redacted] regarding his ongoing complaint against Golan's Moving & Storage, regarding missing/damaged items.
At this time, we have reached a full & final settlement with the Consumer in the total sum of $636.75. We have emailed him a final release form in this sum, & once we receive the executed release back from Consumer, payment will be issued to him by the Business.
As such, at this time this matter has been fully settled. FURTHER, WE MUST AGAIN REITERATE OUR REQUEST THAT THIS COMPLAINT BE CLOSED AS BEYOND PURVIEW, GIVEN THAT CONSUMER FILED HIS COMPLAINT WITH THE [redacted] ([redacted]) PRIOR TO FILING THIS Revdex.com COMPLAINT. Thank you, M. [redacted], Director CPC
Initial Business Response /* (1000, 5, 2014/09/02) */
Contact Name and Title: [redacted] CPC
Contact Phone: [redacted]
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding a missing box. We have...
also reviewed the moving paperwork and our claim records relative to this matter. We are unsure who [redacted] is, as this move and all documents are in the name of [redacted].
We have confirmed that Consumer hired Golan's to perform a Long Distance move from Illinois to [redacted] commencing on 7/9/14. At the time of pick-up Consuemr was given the Bill of Ladig, which incudes two options for Valuation Coverage - Option 1 Full Replacement Value Protection for an extra fee and Option 2 the $.60/lb/article free coverage. Consumer did not purchase the additional Vull Replacement Value Protection at that time, and did not pay the fee for such coverage. Delivery was completed on 8/1/14, and at that time Consumer wrote that 1 box was missing and 1 item was damages. However, to date, over 1 month since delivery Consumer has not filed any written claim with our office, as is required under the Terms of the Bill of Lading and Interstate Transportation Regulations governing this move. Should Mr. [redacted] wish to file a legal claim under the $.60/lb/article coverage chosen, they may contact our office with their moving paperwork (Bill of Lading, Inventory List, etc.), and we will assist them.
At this time no compensation is due Consumer. Please update your records to reflect receipt of this response. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Golan's did not provide the option to purchase insurance at the time of pickup. When the order had been placed, the full insurance coverage was selected, and the movers did not inform of any obligation to re-certify. The bill of lading does not have any choice selected (which requires initialing next to the option selected), nor was any bill of rights for the shipper provided upon the pickup that would make clear that this should be done. No claim filing will be made until the correct insurance is applied to the pickup, as the $0.60/lb is inadequate coverage for what was lost/damaged. The company has the confirmation email where it shows that full insurance was selected. Their employee did not solicit a selection in regards to insurance and made misleading statements regarding what was covered (as I had asked that I was getting the same coverage I had ordered over the phone). The issue here is not only that a large box was lost, or that it was lost weeks prior to notifying me as a consumer, or that the customer service has been inadequate/hostile, or that their customer service representative ([redacted]) threatened to not help in anyway, but also that their employees did not follow procedure in terms of the company and the law by certifying a choice for insurance coverage with the bill of lading. These employees doing the pick up rushed through the pickup process (which explains the damage and lost box). Then they failed to certify that the bill of rights had been provided (which requires initialing on bill of lading) and failed to mention that insurance selection has to be re-selected, and made misleading statements about what the contract implied (which would have been known to be misleading had they also not failed to skip providing the rights as a shipper document). This is such a long string of failures that it should not be taken lightly for the protection of consumers in the future.
Final Business Response /* (4000, 9, 2014/09/04) */
We have received the recent rebuttal filed by Consumer [redacted] against Golan's Moving & Storage. We have again reviewed the complaint along with all records relative to this move.
We must advise that while consumers do get quotes for various accessorial services during the estimate process (such as valuation coverage, shuttle service, packing services/supplies, etc.), any final services are decided upon and paid for at the time of the actual move. As such, the Bill of Lading clearly shows that Mr. [redacted] did not purchase or pay for any Additional Coverage for this move, as is required to bind such valuation coverage, and therefore it cannot be put into effect after the fact. We are sure that Golan's General Manager, [redacted], was merely explaining to the Consumer the coverage that was in effect, and that we would like the opportunity to resolve any claims before Consumer filed a complaint, as is customary. Nevertheless, we must reiterate that Consumer may file a claim for his missing box based on the $.60/lb/article coverage in effect for his move. Alternately, he may opt to file his claim with his homeowner's/renter's insurance carrier instead.
At this time we respectfully request again that this case be marked closed. Thank you, [redacted] CPC
Final Consumer Response /* (4200, 11, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, one price quote was given for this move and it included full coverage insurance. Not "various accessorial" estimates as the response indicates to try to confuse the issue at hand. The sales representative made no indication that this was purely abstract and had to be re-verified.
Second, as can be seen on the attached form, the Bill of Lading has multiple areas to be signed by the consumer, including an initials box for the following statement "I wish to Release My Shipment to a Maximum Value of 60 Cents per Pound per Article". My initials are not there because I never made that agreement. Can the company respond to the question of why this is not filled in? Why would they leave without me marking that agreement?
The explanation is that they were deceptive in their representation (whether purposeful or not) of what the form was, as the man doing the pickup represented that it merely certified that my goods had been picked up.
My signature is however at the bottom of the form. Setting aside that this is the result of an improper representation of the contract, even an interpretation of the one signature on the form in a strict sense does not support the company's case that $0.60/lb/article coverage was selected. What is signed away here is a waiving of "Full (Replacement) Level of protection." Just because it is not full replacement does not mean it is $0.60/lb/piece replacement. A policy with a $1 deductible would be short of full replacement but still adequate.
The issue is very clear here, the company failed to train its employees properly to review this contract with the customer (or their employees are incapable of following directions, as the customer experienced while advising them on what to pack).
Is this failure on the company's part implausible or surprising at all given how they handled the loss of the box. The paperwork for the box shows that it was never even checked into the warehouse, yet they did not notify the customer or take any action to locate it, letting three weeks pass in the interim. Again, mistakes happen, but coupled with the extremely abrasive customer service, it is not surprising at all that this organization failed to execute its duties properly upon pickup and get the forms signed.
Since no selection was made to release the replacement value to any certain value, is it not reasonable to assume that the insurance selected at the time the order was placed was still in effect? What else would they expect if their movers do not represent this and do not ask?
It should be known that this is not an issue only because of the monetary value. In my professional career and personal life as a consumer I have never encountered a company with a more hostile attitude towards its customers, and one that thought it could be such a bully in terms of dealing with them. Obviously issues are going to happen in complex logistical undertakings, which is why this complaint is not about the excessive amount of additional charges the company added to my bill (including a charge that was a result of them not being aware that Manhattan streets are congested!!). But the company exhibited extreme apathy at first, followed by hostility towards reasonable appeals for resolution of an issue, which even in the most impartial observer's mind, they are partially culpable for. How they could end up with a customer this dissatisfied (especially when all of this customer's expenses were being paid for by their employer) is a testament to the Company's failure from a customer dispute resolution standpoint.
If the company has an adequate explanation for why my initials are not present agreeing to the coverage they say I agreed to, I would very much appreciate hearing that. As a follow up, is it the Company's stance that their employees properly executed their responsibilities in their pickup? (It is already clear they did not properly execute the delivery to the warehouse).
Business Response /* (1000, 14, 2014/10/27) */
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding missing items. We have also reviewed the Business' records and our claim files relative to this matter.
We have confirmed that Mr. [redacted]...
[redacted] hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 6/24/14. We have no record of anyone named [redacted], but assume it is Mr. [redacted]' wife. At the time of delivery, Consumer made written notation of a misssing suitcase and 4 missing boxes. They were advised to call our claims office to obtain a claim form, in order to file a written legal transportation claim under the coverage chosen by them for their move. On 7/30/14 Mr. [redacted] called our office & requested a claim form, which was emailed to him on that date. On 8/15/14 we received Consumer's claim form for missing items, with no supporting documentation (proof of contents of boxes, purchase receipts, proof of values, etc). On 9/5/14 we spoke with Mr. [redacted] & confirmed that we had received his claim form & advised that he would receive an acknowledgement letter within 30 days of receipt of the claim form. Thereafter, on 9/10/14, we sent Consumer an acknowledgement letter, providing him with his claim # (XXXX-XXX) & advising that his claim was under review & he would receive a final determination within 120 days (see copy attached).
Currently, this claim is under review, and Consumer should expect to receive a final determination via mail by the 3rd week of December 2014 with any settlement offer being extended. Therefore, currently no compensation is due Consumer. Please update your records accordingly.
Thank you, [redacted] Director CPC
We utilized Golan Moving for a move and had a very bad experience. We informed the company about the size of our move and they sent out trucks that were too small. The foreman called for bigger trucks when they got to our house but the company would not send anything bigger. This resulted in items being damaged, hours being spent trying to fit things into too small of a truck and ultimately the crew had to leave a lot of stuff behind. In addition, we asked specifically for a crew that could take apart exercise equipment and move it. The crew that came said they didn't have the necessary tools and they tried to force the equipment up the stairs and they damaged our house. Our house was left in disarray with many items left behind and we have damaged items that may take months to replace. For all claims, the firm sends you to a third party company that processes claims so there is no accountability or facilitation by Golan moving itself.
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have received the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged/missing...
items. We have also reviewed the moving paperwork, the Business' records, and our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a Long Distance move from Illinois to [redacted] including storage. The move commenced on 6/28/14, & delivery was completed on 8/23/14. Thereafter on 9/2/14 Consumer contacted our office to request a claim form to file a claim for missing/damaged items. A claim form was emailed to him on that date, & we are currently awaiting the completed written form back from Mr. [redacted] with supporting documentation/information, so that we may open a claim for review under the coverage rate chosen by him for his move.
Based on the above, at this time no legal transportation claim has been filed, and no compensation is due Consumer. Please update your records accordingly. Thank you.
Initial Business Response /* (1000, 5, 2015/03/13) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged items. We have...
also reviewed her moving paperwork & our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a local move within Illinois including storage. Move commenced on 6/12/14 with pick-up of the goods into storage, & was completed on 7/2/14 with delivery from storage to Consumer's new home. At the time of delivery, no written notation of any damaged items claimed was made by Ms. [redacted], & she signed the Bill of Lading & Inventory List confirming that shipment was received in good condition in its entirety without exception. Further, prior to the move, both via email during the estimate process & again on the day of the move, Consumer was given a Valuation Information Form to clearly explain to her all of the terms of the Additional Valuation Coverage that she selected (not insurance as she states). The Form clearly states "Since Golan's cannot control whether proper packing methods were used on boxes not packed by our staff (packed by owner or PBO), liability is limited to actual evidence of negligent handling. Golan's may decline a claim on any box PBO, for which no exterior damage is visible". She filed a claim on 9/9/14 (more than 2 months after delivery) for damages to boxed dishes/decorative items &a desk. Following review of the claim, the dishes/decorative items that were Packed By Owner were not covered, in accordance with the Valuation Terms. We did provide compensation for the damaged desk in the amount sought by Consumer, minus co-valuation which is not a deductible, but reflects the fact that she purchased insufficient coverage (she purchased $15,000 coverage for a shipment that she states is valued at $18,000). The requirement to purchase full coverage is also specified in the Valuation Information Form.
As such, the claim was processed strictly in accordance with the terms of the coverage that Consumer was made aware of prior to the move, & settlement amount offered is correct. We regret that Ms. [redacted] is unhappy with the settlement offered, but given that she packed the damaged items claimed and not Golan's, we cannot hold the movers liable for damage to these items. At this time we must advise that no further compensation is due her.
Initial Business Response /* (1000, 8, [redacted]4/10/21) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: [redacted].437.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding...
missing/damaged items. We have also reviewed his moving paperwork and our claim records relative to this matter.
We have confirmed that Consumer hired the Business to perform a Local move within Illinois, commencing on 9/6/12. The shipment was picked up & put into storage at Consumer's request for a period of 2 years. On 9/22/14, per Consumer's request, the shipment was delivered to his new home. At that time, Consumer did not make any written notation on the delivery documents of any loss or damage, to substantiate such a claim. The Inventory List clearly states "WARNING - Before signing, check shipment, count items, and describe loss or damage...". Thereafter, on 10/7/14 (over 2 weeks after delivery) Mr. [redacted] sent an email to Golan's advising that he was missing boxes & asking them to search their warehouse. The Business did do a search & to date has not located the alleged missing boxes. On 10/10/14 Consumer called to request a claim form for missing/damaged items. A claim form was emailed to him on that date, and we are currently waiting for him to return the completed/signed claim form in order to open a legal transportation claim for consideration under the $3000 valuation coverage chosen & signed for by him on his Bill of Lading.
Based on the above, no legal claim has been filed. As such, no compensation is due Consumer for any alleged missing/damaged items. Finally, reimbursement of moving or storage costs would are not due Consumer, as these services were provided.
Thank you.
Initial Consumer Rebuttal /* (3000, 15, [redacted]4/12/02) */
Re: Revdex.com
Complaint: Case # XXXXXXXX
Business: Golan's Moving & Storage / Claims Processing Center NY
Consumer: [redacted] R. [redacted]
December 2, [redacted]4
The following information issued by Ms. M. [redacted] of Claims Processing Center of [redacted] and or Golan's Moving to the Revdex.com is FALSE regarding case #XXXXXXXX and not accurate. FULL notification of damages and missing items was submitted to Golan Moving Company (Ms. [redacted], General Manager, Mr. [redacted] Salesman, Foreman [redacted] and moving staff) on 09/22/[redacted]4. Oral reports were issued to Golan moving by Foreman [redacted] and myself pictures were taken on 09/22/[redacted]4 of damaged items. A damage report claim number was issued by Golan Moving Claim # XXXXXX and was received less than 12 hours after inspection of damaged items. Foreman [redacted] was notified that items were missing from load by Golan Moving and inspection of warehouse would be conducted. [redacted] was notified and follow up emails were sent by myself. The missing items were review with Golan management on 09/22/[redacted]4. I will also be providing telecommunications and pictures to support this claim along with email records. A request has been issued to Golan's Moving for the Inventory Item Document required to summit this claim. NO RESOUTION HAS BEEN REACHED
From: [redacted]@golansmoving.com (mailto:[redacted]@golansmoving.com)
Sent: Tuesday, September 23, XXXX XX:XX PM
To: [redacted]
Subject: Golan's Moving & Storage- Filing a claim (Reference #XXXXXX)
CLAIM FILING PROCEDURES
Dear [redacted] ,
Reservation # XXXXXX
Thank you for choosing Golan's Moving and Storage to serve your needs. Unfortunately, despite great care, there are occasions when damage, loss or other service related issues may arise.
If you need to file a claim, please follow these procedures:
All claims for loss, damage, delay, overcharge, or service issues must be filed in writing within the statute of limitations prescribed in your Bill of Lading (BOL).
Claims must include your contact information (name, address, telephone number, e-mail address), moving identification (job number, date of move, location), an itemized list of loss, damage, or service issues, and the dollar amount sought for each item. Claims must also include a copy of your Bill of Lading (BOL) and Inventory Lists, as well as supporting documentation of the loss/damage claimed (photos, repair estimates, receipts, etc.), and must be signed by the shipper (customer).
To request a Claim Form, please contact our Independent Claims Processing Center at:
(XXX) XX.CLAIM (XXX-XXX-XXXX): Toll Free
or
(XXX) XXX-XXXX: This is a toll call
Their hours are: 9 am-4 pm Monday-Friday Central Time
Upon receipt of a written claim, you will receive written acknowledgement of the claim within 30 days, which will include the claim number assigned to your claim.
Following that, your claim will be decided within 120 days of receipt of a fully completed Claim Form with all documentation, based on the coverage rate chosen for your move. In the event a claim cannot be finalized by that time, written notification of the updated status will be sent to you at that time.
Thank you for your patience in this matter. We regret any inconvenience caused.
Sincerely,
Golan's Moving and Storage
To ensure you receive your Golan's Moving & Storage emails, please add [redacted]@golansmoving.com to your address book
To be removed from future emails please click here
Final Business Response /* (4000, 25, [redacted]5/04/03) */
Re: Case #94521291, Business - Golan's Moving, Consumer - [redacted]
Inbox
x
Claims Processing Center
2:04 PM (19 hours ago)
to me
Dear Ms. [redacted]:
Pursuant to your recent email request to[redacted] at Golan's Corporate Office, we have now pulled the above Consumer's file, and herein provide an additional/Final response to this complaint;
[redacted]
We must again advise that a review of Consumer's delivery documents for their final move out of storage on 9/22/14 show NO written notation of any missing/damaged items made by Mr. [redacted] at that time. He may certainly have had verbal discussions with various people, but the required written notation was not made by him. The Inventory List clearly states "WARNING -- Before signing, check shipment, count items, and describe loss or damage..." and "MISSING ITEMS MUST BE NOTED ON INVENTORY LIST AT TIME OF DELIVERY ONLY". As such, our prior response was correct. Consumer states he was issued a claim # ([redacted]) within 12 hours of his move, this is NOT a claim number but is his actual job # for his move out of storage (his claim # is [redacted]).
Thereafter, on 10/10/14 Consumer contacted our office to request a claim form for missing/damaged items, which was emailed to him on that date. He was asked to complete & submit the claim form within 90 days of his delivery (no later than 12/20/14). It was not until 12/16/14 that we received Consumer's claim form, which did not include any repair estimates despite the request for same in the claim form instructions. The claim review process takes up to 120 days from receipt of a complete written claim to be finalized.
Therefore, on 4/1/15 we issued & mailed Consumer a final determination with settlement documents. He should expect to receive it shortly, and should then submit the executed release form back to our office so that payment may be issued to him by the Business.
Based on the above, at this time no compensation is due Consumer. We would ask that you please update this complaint to reflect receipt of this additional/final response, and close the complaint as Resolved based on the fact that settlement amount has been offered.
Thank you, [redacted], Director CPC
[redacted]
PLEASE CONFIRM RECEIPT OF THIS EMAIL ASAP.
Sincerely,
[redacted], Exec. Director
Customer Care Department
([redacted]) [redacted]
Business Response /* (1000, 14, 2014/10/27) */
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding missing items. We have also reviewed the Business' records and our claim files relative to this matter.
We have confirmed that Mr. [redacted]...
hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 6/24/14. We have no record of anyone named [redacted], but assume it is Mr. [redacted]' wife. At the time of delivery, Consumer made written notation of a misssing suitcase and 4 missing boxes. They were advised to call our claims office to obtain a claim form, in order to file a written legal transportation claim under the coverage chosen by them for their move. On 7/30/14 Mr. [redacted] called our office & requested a claim form, which was emailed to him on that date. On 8/15/14 we received Consumer's claim form for missing items, with no supporting documentation (proof of contents of boxes, purchase receipts, proof of values, etc). On 9/5/14 we spoke with Mr. [redacted] & confirmed that we had received his claim form & advised that he would receive an acknowledgement letter within 30 days of receipt of the claim form. Thereafter, on 9/10/14, we sent Consumer an acknowledgement letter, providing him with his claim # (XXXX-XXX) & advising that his claim was under review & he would receive a final determination within 120 days (see copy attached).
Currently, this claim is under review, and Consumer should expect to receive a final determination via mail by the 3rd week of December 2014 with any settlement offer being extended. Therefore, currently no compensation is due Consumer. Please update your records accordingly.
Thank you, [redacted] Director CPC
Initial Business Response /* (1000, 7, 2014/05/20) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: [redacted]
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding overcharge...
issues. We have also reviewed her original moving estimate and moving contract.
We have confirmed that Consumer hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 3/22/14. Prior to the move, Consumer obtained an estimate via phone/email based solely on her representation of the size/scope of services needed. At pick-up, additional services were requested, and Consumer was charged accordingly. After Consumer disputed the additional charges, we spoke with her at length & have now reached settlement in full with her, with the Business providing an adjustment of $492.50 off the move balance for customer service, which the Consumer has accepted. Therefore, delivery is expected to be made to Ms. [redacted] in ** tomorrow, 5/21/14, at which time the adjustment will be applied.
Based on the above, at this time all issues have been fully and satisfactorily resolved with the Consumer. Therefore, we respectfully request that this case be closed as satisfactorily Resolved. Thank you.
full & request case be closed as Resolved.
Initial Consumer Rebuttal /* (2000, 9, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I have agreed to the credit to resolve the matter, I do not agree with some of the statements made by the Business in the response. The packing of the fragile items was discussed with the Business representative before the estimate was provided. The Business representative never advised that there would be additional charges and the written agreement specifically stated that packing would be included. Additionally, the Business representative was told multiple times that delivery would occur in May and I was told that storage would be included. However, the Business representative wrote up the estimate for delivery in April and I was then charged additional amounts for storage between April and May. The Business did delivery my items on 5/21/14 and applied the credit. I note that some items I packed were repacked by the movers, which was not requested, and then charged to me. I have reserved my right to have this claim reopened based on any damage to the contents of the boxes.
Initial Business Response /* (1000, 5, 2015/03/13) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged items....
We have also reviewed her moving paperwork & our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a local move within Illinois including storage. Move commenced on 6/12/14 with pick-up of the goods into storage, & was completed on 7/2/14 with delivery from storage to Consumer's new home. At the time of delivery, no written notation of any damaged items claimed was made by Ms. [redacted], & she signed the Bill of Lading & Inventory List confirming that shipment was received in good condition in its entirety without exception. Further, prior to the move, both via email during the estimate process & again on the day of the move, Consumer was given a Valuation Information Form to clearly explain to her all of the terms of the Additional Valuation Coverage that she selected (not insurance as she states). The Form clearly states "Since Golan's cannot control whether proper packing methods were used on boxes not packed by our staff (packed by owner or PBO), liability is limited to actual evidence of negligent handling. Golan's may decline a claim on any box PBO, for which no exterior damage is visible". She filed a claim on 9/9/14 (more than 2 months after delivery) for damages to boxed dishes/decorative items &a desk. Following review of the claim, the dishes/decorative items that were Packed By Owner were not covered, in accordance with the Valuation Terms. We did provide compensation for the damaged desk in the amount sought by Consumer, minus co-valuation which is not a deductible, but reflects the fact that she purchased insufficient coverage (she purchased $15,000 coverage for a shipment that she states is valued at $18,000). The requirement to purchase full coverage is also specified in the Valuation Information Form.
As such, the claim was processed strictly in accordance with the terms of the coverage that Consumer was made aware of prior to the move, & settlement amount offered is correct. We regret that Ms. [redacted] is unhappy with the settlement offered, but given that she packed the damaged items claimed and not Golan's, we cannot hold the movers liable for damage to these items. At this time we must advise that no further compensation is due her.
Initial Business Response /* (1000, 10, 2014/09/29) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have received the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding late delivery &...
overcharge. We have also reviewed her moving paperwork and the Business' records relative to this matter.
We have confirmed that the Consumer hired the Business to perform a Long Distance move from Illinois to [redacted] commencing on 8/30/14. Prior to the move Consumer obtained a phone/email estimate based solely on her representation of the size/scope of services needed. The estimate clearly states that any accessorial services needed (long carry, shuttle, stairs, additional shipment weight/volume, etc.) would result in additional charges above the estimate. She was also given an estimated delivery range of 9/1-9/14/14 at that time. After the shipment was picked up, Golan's emailed her on 9/9/14 advising that the shipment may be a few days later than estimated. Consumer advised on 9/10/14 that she must have delivery by 9/14/14 as she was starting a new job & it would jeopardize her career if she did not receive her goods by that date as she did not have anyone else who could accept delivery on her behalf. Therefore Golan's did everything possible to accommodate this & advised Consumer on 9/12/14 that they would indeed deliver to her within the agreed delivery range, on 9/14/14. They also advised that they had determined that a shuttle would be needed as the configuration of her delivery location would not accommodate a large tractor trailer. Consumer was advised that the normal rate for such a shuttle service was $450, but the Business gave her a $100 discount for customer service, for a total charge of $350. Consumer advised she did not want to take delivery on 9/14/14 although it was within the agreed time frame, as she had an appointment on that date. She was advised that she would need to be available for delivery & the Consumer then ended the call with Golan's representative. Delivery was in fact completed on that date, therefore no late delivery occurred. Consumer was charged appropriately for actual services ordered & received, and in fact was given a $100 discount for good will.
Based on the above, no late delivery or overcharge occurred and delivery has been completed to Consumer in full. Therefore, at this time no adjustment is due Consumer. We respectfully request that this case be closed as Resolved.
Initial Consumer Rebuttal /* (3000, 13, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response from Golan's Moving. Delivery did not take place on September 14, nor did I refuse delivery on 9/14. I was prepared to forego my previous appointment on 9/14 to take delivery. However, on 9/13, [redacted] called me to inform me that delivery would not take place on 9/14 due to a sick driver. He called again on 9/14 to tell me the driver was still sick. On 9/15, I called him and he replied that the driver was still sick and a contingency plan had not been reached. I told him that if delivery was delayed to 9/19 or later, I would not be in town to receive the shipment. He replied that they would deliver on 9/18. On 9/16, I received a call from [redacted] confirming delivery on 9/19, which felt very much like Golan's was trying to force me into a situation wherein I would have to refuse delivery so that they could not be held accountable for damages. I also spoke to [redacted] on 9/16, who said that my shipment would be delivered on 9/18 if I agreed to provide a written statement saying that I would take down my Revdex.com complaint, which felt an awful lot to me like my belongings were being held hostage. I told her I would not do anything regarding the Revdex.com complaint until my shipment was received. On 9/17, I received a confirmation email from [redacted] stating that my shipment would be delivered between 6-8pm on Thursday, 9/18. The drivers for my delivery called me when I was on the subway home from work to meet them where there is no cell signal, did not leave an actual voice mail message, and proceeded to go take care of another job first. After several additional phone calls with the delivery driver, they finally appeared to deliver my belongings at 9:06pm on September 18, four days after the first delivery window, and over an hour after the second promised delivery window. It appears that [redacted] is missing about a week's worth of phone calls and paperwork in regard to what actually happened during this transaction. I would suggest that Golan's go back and update their records to reflect the most current information on the situation.
The shuttle charge was waived, yes. I am no longer requesting a $350 refund for the shuttle fee. I am requesting that the Revdex.com hold Golan's accountable for their breach of contract and unethical business practices including (but not limited to) [redacted] saying my belongings would be delivered on 9/18 on the condition I take down my Revdex.com complaint, and the boldfaced lies told in their response stating that the shipment was delivered on 9/14. I have attached photographs of the delivery receipt signed by the Golan's driver and I, dated 9/18, and stating that one dresser and at least three boxes were damaged upon delivery. I have also attached photographs of the damage.
Golan's has failed to act professionally, responsibly, or ethically in handling my move. This response claiming that my shipment was delivered on 9/14 is a flat out lie. The claim that the reason my shipment was not delivered on 9/14 is a flat out lie. I am requesting that the Revdex.com hold Golan's responsible for their dismal business practices.
Final Business Response /* (4000, 17, 2014/10/20) */
We have reviewed the recent rebuttal filed by [redacted] relative to her ongoing consumer complaint against Golan's Moving & Storage with the Revdex.com.
It must be noted that we did file a second/follow-up response on the same date (9/29/14) immediately after filing our first response, which confirmed that consumer did in fact get delivery on 9/18/14 (not on 9/14/14 as we previously indicated due to incomplete information in the file). As delivery was completed on 9/18/14, the date agreed to mutually by Consumer & the business, no compensation is due for that issue. Further, consumer has confirmed that the shuttle fee was waived, therefore that issue is no longer in dispute. Regarding the Revdex.com complaint, the business merely asked if Ms. [redacted] would notify the Revdex.com that her complaint was resolved satisfactorily once delivery was completed, as Golan's is well aware that complaints cannot be "taken down" by consumers once filed. Finally, regarding any alleged damaged items, consumer has not filed any claim to date in the 30+ days since delivery was completed. As such, if she wishes to file a claim, we would ask that Consumer contact our claims office at (XXX) XXX.[redacted] (Mon-Fri, 10am-5pm EST) to obtain a claim form, so that she may file a written claim within the time frame specified on her BOL as is required to open a legal transportation claim.
Based on the above, we must again reiterate that no compensation is due Consumer at this time. Further, Ms. [redacted] indicates that she is "requesting that the Revdex.com hold Golan's responsible for their dismal business practices" which is not within the purview of the Revdex.com. As Consumer is no longer seeking any monetary compensation, we respectfully request that this case be closed as Information Only. Thank you, [redacted], Director CPC
Initial Business Response /* (1000, 9, 2015/04/28) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding...
lost/damaged items. We have also reviewed consumer's moving documents, and our claim file relative to this matter.
We have confirmed that consumer hired the Business to perform a Local move within Illinois on 11/6/14. Prior to the move consumer obtained an estimate which was confirmed via email & included information on the various Valuation Coverage options available along with their costs if any. The Valuation Form clearly advises customers to purchase sufficient coverage to cover the value of their entire shipment for maximum coverage in the event of loss/damage. At the time of the move on 11/6/14 consumer was again given this same form, & chose to purchase $12,000 of Valuation Coverage for his entire shipment. The Bill of Lading clearly states that this coverage provides for repair or the depreciated value of items, whichever is less, & does not cover replacement costs. At the completion of the move, consumer made written notation of a damaged bed & book cabinet. No other notation of any lost or damaged items was made by him at that time to document any further transit-related missing or broken items. On 1/5/15 we received a claim form from Mr. [redacted] which was incomplete, & a letter requesting the missing information/documentation was sent to him on 1/21/15 (16 days later). On 2/12/15 consumer responded & provided the missing information. On 3/13/15 (exactly one month after receipt of a completed claim), review was completed & a settlement offer mailed to consumer in accordance with the terms of the coverage purchased. We did approve the damaged items, despite the lack of written notation of the majority of those items at delivery. We were unable to approve compensation for the missing pictures as there was absolutely no documentation to confirm that they had ever been in the Business' care, custody & control during this move or that if they were made part of the shipment by consumer that they were not delivered back to him at the end of the move. Further, we confirmed that consumer had signed an Inspection/Waiver form at both the beginning of the move stating "I completed a walk-through inspection of my pick-up location. All items intended for transport have been removed from my residence & loaded onto the truck" & again at delivery stating "I inspected the truck at the destination location. All items have been removed from the truck and unloaded to my final destination". Following the issuance of the determination with settlement offer to consumer, we did not hear back from him at all until receiving complaints filed by Mr. [redacted] with the [redacted]) on 4/3/15, & this Revdex.com complaint (filed on 4/8/15) wherein he disputes the settlement offer. On 4/13/15 we reached out to consumer & left a message which was returned by him on 4/14/15. At that time we discussed his claim in detail, along with the reasoning for our original determination. During that call, we made a final good [redacted] offer to consumer increasing the settlement amount significantly to $636.75 which was the full maximum amount possible excluding the missing pictures for which there was no substantiation. He advised that he would consider it & call us back. We did hear back from him on 4/16/15 at which time he did not accept the higher offer & demanded full payment including the pictures. We advised that as there was no documentation of the missing pictures, including the fact that he had signed an Inspection Waiver at both pick-up & delivery, our revised offer was final. He declined to accept it & instead said he would spend his time "writing complaint letters to dozens of agencies".
As such, we have made a full settlement offer to consumer in accordance with the terms of the coverage chosen & the documentation submitted, & no further compensation is due him.
FINALLY, AS THIS Revdex.com COMPLAINT WAS FILED AFTER THE COMPLAINT WITH THE [redacted], WE RESPECTFULLY REQUEST THAT IT BE CLOSED AS BEYOND PURVIEW.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Chicago case # XXXXXXXX my response to Golan's reply:
I received a call on April 14, 2015 from Golan's representative in New [redacted] to discuss the claim.
I should point out this was the first time Golan's or any representative of their's initiated contacted to me. Since November 7, 2014 to April 14, 2015 all contacts were initiated by me. I believe they hoped I would die or go away to avoid any payment.
On April, 14, 2015 Golan's representative in [redacted] increased their initial offer of $305.64 to $636.35 and then their lack of professionalism continued as I would have to sign a release stating I would never say anything negative about Golan's Moving and Storage in writing to anyone, including and mainly the agencies that oversee them. I guess for $330 they quell free speech.
I told the Golan's representative on April 14, 2015 I would discuss their offer with my wife and call her back on April 16,2015 with a response. In discussing with my wife I was presently surprised that she was more upset than I am. I dare not repeat in writing her comments.
I called the Golan's representative on April 15, 2015 and told her we would settle for $936.35 which was basically the mid point of their offer of $636.35 and our original claim for $1,280.
I find it ludicrous for Golan's to state "There is no documentation to confirm they have ever been in their care and we gave no notification of missing itms at the time of delivery." There were two truck loads of items packed and delivered and they could care less if anything was damaged or lost because with this approach they would not pay for anything anyway.
As you can see in my original letter to the [redacted] I am mystified how a business can conduct such practices and get away with it. Their total lack of concern, no sense of urgency in repairing items damaged, no verbal explanation of any contract details and their initial low ball offer just shows why they should be investigated, penalized and prohibited from doing business in such a matter.
I have to wonder how many people would have settled for their initial low ball offer as not wishing to go through the experience of fighting big business and the cost to legally pursue is prohibitive. I believe that is why our State agencies should consider more stringent regulations to protect their constituents in the future.
Since Golan's is in Illinois and their claims service is a business in [redacted] they are conducting business across state lines I am also writing several US Congressman. I consider their requirement that I could no longer write anything negative about Golan's a violation of my and all citizens First Amendment rights to petition their government.
Feel free to contact me as I would be willing to appear before any body to testify to my experiences with Golan's Moving and/or the moving industry.
Final Consumer Response /* (4200, 17, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not desire to accept Golan's resolution as I consider it to be inadequate and I consider its action an effort to coerce (Using their terminology) a consumer into accepting a settlement rather to receive what they are entitled to. It is literally impossible to determine at time of delivery if all items they packed are there. It would take several days for all items to be unpacked and verified. It took 5 or 6 of their people one day to pack them. Allowing them to use this type or reasoning is the same as to say they would never be liable for any item damaged or lost unless it was a large item that was so badly damaged it was impossible not to miss (Such as our bed post broken in half).
Final Business Response /* (4000, 19, 2015/05/31) */
We are in receipt of the most recent & THIRD rebuttal filed by [redacted] regarding his ongoing complaint against Golan's Moving & Storage, regarding missing/damaged items.
At this time, we have reached a full & final settlement with the Consumer in the total sum of $636.75. We have emailed him a final release form in this sum, & once we receive the executed release back from Consumer, payment will be issued to him by the Business.
As such, at this time this matter has been fully settled. FURTHER, WE MUST AGAIN REITERATE OUR REQUEST THAT THIS COMPLAINT BE CLOSED AS BEYOND PURVIEW, GIVEN THAT CONSUMER FILED HIS COMPLAINT WITH THE [redacted]) PRIOR TO FILING THIS Revdex.com COMPLAINT. Thank you, M. [redacted], Director CPC
Initial Business Response /* (1000, 9, 2015/04/28) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding lost/damaged...
items. We have also reviewed consumer's moving documents, and our claim file relative to this matter.
We have confirmed that consumer hired the Business to perform a Local move within Illinois on 11/6/14. Prior to the move consumer obtained an estimate which was confirmed via email & included information on the various Valuation Coverage options available along with their costs if any. The Valuation Form clearly advises customers to purchase sufficient coverage to cover the value of their entire shipment for maximum coverage in the event of loss/damage. At the time of the move on 11/6/14 consumer was again given this same form, & chose to purchase $12,000 of Valuation Coverage for his entire shipment. The Bill of Lading clearly states that this coverage provides for repair or the depreciated value of items, whichever is less, & does not cover replacement costs. At the completion of the move, consumer made written notation of a damaged bed & book cabinet. No other notation of any lost or damaged items was made by him at that time to document any further transit-related missing or broken items. On 1/5/15 we received a claim form from Mr. [redacted] which was incomplete, & a letter requesting the missing information/documentation was sent to him on 1/21/15 (16 days later). On 2/12/15 consumer responded & provided the missing information. On 3/13/15 (exactly one month after receipt of a completed claim), review was completed & a settlement offer mailed to consumer in accordance with the terms of the coverage purchased. We did approve the damaged items, despite the lack of written notation of the majority of those items at delivery. We were unable to approve compensation for the missing pictures as there was absolutely no documentation to confirm that they had ever been in the Business' care, custody & control during this move or that if they were made part of the shipment by consumer that they were not delivered back to him at the end of the move. Further, we confirmed that consumer had signed an Inspection/Waiver form at both the beginning of the move stating "I completed a walk-through inspection of my pick-up location. All items intended for transport have been removed from my residence & loaded onto the truck" & again at delivery stating "I inspected the truck at the destination location. All items have been removed from the truck and unloaded to my final destination". Following the issuance of the determination with settlement offer to consumer, we did not hear back from him at all until receiving complaints filed by Mr. [redacted] with the [redacted] ([redacted]) on 4/3/15, & this Revdex.com complaint (filed on 4/8/15) wherein he disputes the settlement offer. On 4/13/15 we reached out to consumer & left a message which was returned by him on 4/14/15. At that time we discussed his claim in detail, along with the reasoning for our original determination. During that call, we made a final good [redacted] offer to consumer increasing the settlement amount significantly to $636.75 which was the full maximum amount possible excluding the missing pictures for which there was no substantiation. He advised that he would consider it & call us back. We did hear back from him on 4/16/15 at which time he did not accept the higher offer & demanded full payment including the pictures. We advised that as there was no documentation of the missing pictures, including the fact that he had signed an Inspection Waiver at both pick-up & delivery, our revised offer was final. He declined to accept it & instead said he would spend his time "writing complaint letters to dozens of agencies".
As such, we have made a full settlement offer to consumer in accordance with the terms of the coverage chosen & the documentation submitted, & no further compensation is due him.
FINALLY, AS THIS Revdex.com COMPLAINT WAS FILED AFTER THE COMPLAINT WITH THE [redacted], WE RESPECTFULLY REQUEST THAT IT BE CLOSED AS BEYOND PURVIEW.
Initial Consumer Rebuttal /* (3000, 11, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reply to Revdex.com Chicago case # XXXXXXXX my response to Golan's reply:
I received a call on April 14, 2015 from Golan's representative in New [redacted] to discuss the claim.
I should point out this was the first time Golan's or any representative of their's initiated contacted to me. Since November 7, 2014 to April 14, 2015 all contacts were initiated by me. I believe they hoped I would die or go away to avoid any payment.
On April, 14, 2015 Golan's representative in [redacted] increased their initial offer of $305.64 to $636.35 and then their lack of professionalism continued as I would have to sign a release stating I would never say anything negative about Golan's Moving and Storage in writing to anyone, including and mainly the agencies that oversee them. I guess for $330 they quell free speech.
I told the Golan's representative on April 14, 2015 I would discuss their offer with my wife and call her back on April 16,2015 with a response. In discussing with my wife I was presently surprised that she was more upset than I am. I dare not repeat in writing her comments.
I called the Golan's representative on April 15, 2015 and told her we would settle for $936.35 which was basically the mid point of their offer of $636.35 and our original claim for $1,280.
I find it ludicrous for Golan's to state "There is no documentation to confirm they have ever been in their care and we gave no notification of missing itms at the time of delivery." There were two truck loads of items packed and delivered and they could care less if anything was damaged or lost because with this approach they would not pay for anything anyway.
As you can see in my original letter to the [redacted] I am mystified how a business can conduct such practices and get away with it. Their total lack of concern, no sense of urgency in repairing items damaged, no verbal explanation of any contract details and their initial low ball offer just shows why they should be investigated, penalized and prohibited from doing business in such a matter.
I have to wonder how many people would have settled for their initial low ball offer as not wishing to go through the experience of fighting big business and the cost to legally pursue is prohibitive. I believe that is why our State agencies should consider more stringent regulations to protect their constituents in the future.
Since Golan's is in Illinois and their claims service is a business in [redacted] they are conducting business across state lines I am also writing several US Congressman. I consider their requirement that I could no longer write anything negative about Golan's a violation of my and all citizens First Amendment rights to petition their government.
Feel free to contact me as I would be willing to appear before any body to testify to my experiences with Golan's Moving and/or the moving industry.
Final Consumer Response /* (4200, 17, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not desire to accept Golan's resolution as I consider it to be inadequate and I consider its action an effort to coerce (Using their terminology) a consumer into accepting a settlement rather to receive what they are entitled to. It is literally impossible to determine at time of delivery if all items they packed are there. It would take several days for all items to be unpacked and verified. It took 5 or 6 of their people one day to pack them. Allowing them to use this type or reasoning is the same as to say they would never be liable for any item damaged or lost unless it was a large item that was so badly damaged it was impossible not to miss (Such as our bed post broken in half).
Final Business Response /* (4000, 19, 2015/05/31) */
We are in receipt of the most recent & THIRD rebuttal filed by [redacted] regarding his ongoing complaint against Golan's Moving & Storage, regarding missing/damaged items.
At this time, we have reached a full & final settlement with the Consumer in the total sum of $636.75. We have emailed him a final release form in this sum, & once we receive the executed release back from Consumer, payment will be issued to him by the Business.
As such, at this time this matter has been fully settled. FURTHER, WE MUST AGAIN REITERATE OUR REQUEST THAT THIS COMPLAINT BE CLOSED AS BEYOND PURVIEW, GIVEN THAT CONSUMER FILED HIS COMPLAINT WITH THE [redacted] ([redacted]) PRIOR TO FILING THIS Revdex.com COMPLAINT. Thank you, M. [redacted], Director CPC
Initial Business Response /* (1000, 5, 2014/09/02) */
Contact Name and Title: [redacted] CPC
Contact Phone: [redacted]
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding a missing box. We have...
also reviewed the moving paperwork and our claim records relative to this matter. We are unsure who [redacted] is, as this move and all documents are in the name of [redacted].
We have confirmed that Consumer hired Golan's to perform a Long Distance move from Illinois to [redacted] commencing on 7/9/14. At the time of pick-up Consuemr was given the Bill of Ladig, which incudes two options for Valuation Coverage - Option 1 Full Replacement Value Protection for an extra fee and Option 2 the $.60/lb/article free coverage. Consumer did not purchase the additional Vull Replacement Value Protection at that time, and did not pay the fee for such coverage. Delivery was completed on 8/1/14, and at that time Consumer wrote that 1 box was missing and 1 item was damages. However, to date, over 1 month since delivery Consumer has not filed any written claim with our office, as is required under the Terms of the Bill of Lading and Interstate Transportation Regulations governing this move. Should Mr. [redacted] wish to file a legal claim under the $.60/lb/article coverage chosen, they may contact our office with their moving paperwork (Bill of Lading, Inventory List, etc.), and we will assist them.
At this time no compensation is due Consumer. Please update your records to reflect receipt of this response. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Golan's did not provide the option to purchase insurance at the time of pickup. When the order had been placed, the full insurance coverage was selected, and the movers did not inform of any obligation to re-certify. The bill of lading does not have any choice selected (which requires initialing next to the option selected), nor was any bill of rights for the shipper provided upon the pickup that would make clear that this should be done. No claim filing will be made until the correct insurance is applied to the pickup, as the $0.60/lb is inadequate coverage for what was lost/damaged. The company has the confirmation email where it shows that full insurance was selected. Their employee did not solicit a selection in regards to insurance and made misleading statements regarding what was covered (as I had asked that I was getting the same coverage I had ordered over the phone). The issue here is not only that a large box was lost, or that it was lost weeks prior to notifying me as a consumer, or that the customer service has been inadequate/hostile, or that their customer service representative ([redacted]) threatened to not help in anyway, but also that their employees did not follow procedure in terms of the company and the law by certifying a choice for insurance coverage with the bill of lading. These employees doing the pick up rushed through the pickup process (which explains the damage and lost box). Then they failed to certify that the bill of rights had been provided (which requires initialing on bill of lading) and failed to mention that insurance selection has to be re-selected, and made misleading statements about what the contract implied (which would have been known to be misleading had they also not failed to skip providing the rights as a shipper document). This is such a long string of failures that it should not be taken lightly for the protection of consumers in the future.
Final Business Response /* (4000, 9, 2014/09/04) */
We have received the recent rebuttal filed by Consumer [redacted] against Golan's Moving & Storage. We have again reviewed the complaint along with all records relative to this move.
We must advise that while consumers do get quotes for various accessorial services during the estimate process (such as valuation coverage, shuttle service, packing services/supplies, etc.), any final services are decided upon and paid for at the time of the actual move. As such, the Bill of Lading clearly shows that Mr. [redacted] did not purchase or pay for any Additional Coverage for this move, as is required to bind such valuation coverage, and therefore it cannot be put into effect after the fact. We are sure that Golan's General Manager, [redacted], was merely explaining to the Consumer the coverage that was in effect, and that we would like the opportunity to resolve any claims before Consumer filed a complaint, as is customary. Nevertheless, we must reiterate that Consumer may file a claim for his missing box based on the $.60/lb/article coverage in effect for his move. Alternately, he may opt to file his claim with his homeowner's/renter's insurance carrier instead.
At this time we respectfully request again that this case be marked closed. Thank you, [redacted] CPC
Final Consumer Response /* (4200, 11, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, one price quote was given for this move and it included full coverage insurance. Not "various accessorial" estimates as the response indicates to try to confuse the issue at hand. The sales representative made no indication that this was purely abstract and had to be re-verified.
Second, as can be seen on the attached form, the Bill of Lading has multiple areas to be signed by the consumer, including an initials box for the following statement "I wish to Release My Shipment to a Maximum Value of 60 Cents per Pound per Article". My initials are not there because I never made that agreement. Can the company respond to the question of why this is not filled in? Why would they leave without me marking that agreement?
The explanation is that they were deceptive in their representation (whether purposeful or not) of what the form was, as the man doing the pickup represented that it merely certified that my goods had been picked up.
My signature is however at the bottom of the form. Setting aside that this is the result of an improper representation of the contract, even an interpretation of the one signature on the form in a strict sense does not support the company's case that $0.60/lb/article coverage was selected. What is signed away here is a waiving of "Full (Replacement) Level of protection." Just because it is not full replacement does not mean it is $0.60/lb/piece replacement. A policy with a $1 deductible would be short of full replacement but still adequate.
The issue is very clear here, the company failed to train its employees properly to review this contract with the customer (or their employees are incapable of following directions, as the customer experienced while advising them on what to pack).
Is this failure on the company's part implausible or surprising at all given how they handled the loss of the box. The paperwork for the box shows that it was never even checked into the warehouse, yet they did not notify the customer or take any action to locate it, letting three weeks pass in the interim. Again, mistakes happen, but coupled with the extremely abrasive customer service, it is not surprising at all that this organization failed to execute its duties properly upon pickup and get the forms signed.
Since no selection was made to release the replacement value to any certain value, is it not reasonable to assume that the insurance selected at the time the order was placed was still in effect? What else would they expect if their movers do not represent this and do not ask?
It should be known that this is not an issue only because of the monetary value. In my professional career and personal life as a consumer I have never encountered a company with a more hostile attitude towards its customers, and one that thought it could be such a bully in terms of dealing with them. Obviously issues are going to happen in complex logistical undertakings, which is why this complaint is not about the excessive amount of additional charges the company added to my bill (including a charge that was a result of them not being aware that Manhattan streets are congested!!). But the company exhibited extreme apathy at first, followed by hostility towards reasonable appeals for resolution of an issue, which even in the most impartial observer's mind, they are partially culpable for. How they could end up with a customer this dissatisfied (especially when all of this customer's expenses were being paid for by their employer) is a testament to the Company's failure from a customer dispute resolution standpoint.
If the company has an adequate explanation for why my initials are not present agreeing to the coverage they say I agreed to, I would very much appreciate hearing that. As a follow up, is it the Company's stance that their employees properly executed their responsibilities in their pickup? (It is already clear they did not properly execute the delivery to the warehouse).
Business Response /* (1000, 14, 2014/10/27) */
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding missing items. We have also reviewed the Business' records and our claim files relative to this matter.
We have confirmed that Mr. [redacted]...
[redacted] hired the Business to perform a Long Distance move from Illinois to [redacted], commencing on 6/24/14. We have no record of anyone named [redacted], but assume it is Mr. [redacted]' wife. At the time of delivery, Consumer made written notation of a misssing suitcase and 4 missing boxes. They were advised to call our claims office to obtain a claim form, in order to file a written legal transportation claim under the coverage chosen by them for their move. On 7/30/14 Mr. [redacted] called our office & requested a claim form, which was emailed to him on that date. On 8/15/14 we received Consumer's claim form for missing items, with no supporting documentation (proof of contents of boxes, purchase receipts, proof of values, etc). On 9/5/14 we spoke with Mr. [redacted] & confirmed that we had received his claim form & advised that he would receive an acknowledgement letter within 30 days of receipt of the claim form. Thereafter, on 9/10/14, we sent Consumer an acknowledgement letter, providing him with his claim # (XXXX-XXX) & advising that his claim was under review & he would receive a final determination within 120 days (see copy attached).
Currently, this claim is under review, and Consumer should expect to receive a final determination via mail by the 3rd week of December 2014 with any settlement offer being extended. Therefore, currently no compensation is due Consumer. Please update your records accordingly.
Thank you, [redacted] Director CPC
We utilized Golan Moving for a move and had a very bad experience. We informed the company about the size of our move and they sent out trucks that were too small. The foreman called for bigger trucks when they got to our house but the company would not send anything bigger. This resulted in items being damaged, hours being spent trying to fit things into too small of a truck and ultimately the crew had to leave a lot of stuff behind. In addition, we asked specifically for a crew that could take apart exercise equipment and move it. The crew that came said they didn't have the necessary tools and they tried to force the equipment up the stairs and they damaged our house. Our house was left in disarray with many items left behind and we have damaged items that may take months to replace. For all claims, the firm sends you to a third party company that processes claims so there is no accountability or facilitation by Golan moving itself.
Initial Business Response /* (1000, 5, 2014/09/15) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have received the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged/missing...
items. We have also reviewed the moving paperwork, the Business' records, and our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a Long Distance move from Illinois to [redacted] including storage. The move commenced on 6/28/14, & delivery was completed on 8/23/14. Thereafter on 9/2/14 Consumer contacted our office to request a claim form to file a claim for missing/damaged items. A claim form was emailed to him on that date, & we are currently awaiting the completed written form back from Mr. [redacted] with supporting documentation/information, so that we may open a claim for review under the coverage rate chosen by him for his move.
Based on the above, at this time no legal transportation claim has been filed, and no compensation is due Consumer. Please update your records accordingly. Thank you.
Initial Business Response /* (1000, 5, 2015/03/13) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding damaged items. We have...
also reviewed her moving paperwork & our claim files relative to this matter.
We have confirmed that Consumer hired the Business to perform a local move within Illinois including storage. Move commenced on 6/12/14 with pick-up of the goods into storage, & was completed on 7/2/14 with delivery from storage to Consumer's new home. At the time of delivery, no written notation of any damaged items claimed was made by Ms. [redacted], & she signed the Bill of Lading & Inventory List confirming that shipment was received in good condition in its entirety without exception. Further, prior to the move, both via email during the estimate process & again on the day of the move, Consumer was given a Valuation Information Form to clearly explain to her all of the terms of the Additional Valuation Coverage that she selected (not insurance as she states). The Form clearly states "Since Golan's cannot control whether proper packing methods were used on boxes not packed by our staff (packed by owner or PBO), liability is limited to actual evidence of negligent handling. Golan's may decline a claim on any box PBO, for which no exterior damage is visible". She filed a claim on 9/9/14 (more than 2 months after delivery) for damages to boxed dishes/decorative items &a desk. Following review of the claim, the dishes/decorative items that were Packed By Owner were not covered, in accordance with the Valuation Terms. We did provide compensation for the damaged desk in the amount sought by Consumer, minus co-valuation which is not a deductible, but reflects the fact that she purchased insufficient coverage (she purchased $15,000 coverage for a shipment that she states is valued at $18,000). The requirement to purchase full coverage is also specified in the Valuation Information Form.
As such, the claim was processed strictly in accordance with the terms of the coverage that Consumer was made aware of prior to the move, & settlement amount offered is correct. We regret that Ms. [redacted] is unhappy with the settlement offered, but given that she packed the damaged items claimed and not Golan's, we cannot hold the movers liable for damage to these items. At this time we must advise that no further compensation is due her.
Initial Business Response /* (1000, 8, [redacted]4/10/21) */
Contact Name and Title: [redacted] Director CPC
Contact Phone: [redacted].437.6900
Contact Email: [redacted]@aol.com
We have reviewed the Consumer complaint filed by [redacted] against Golan's Moving & Storage, regarding...
missing/damaged items. We have also reviewed his moving paperwork and our claim records relative to this matter.
We have confirmed that Consumer hired the Business to perform a Local move within Illinois, commencing on 9/6/12. The shipment was picked up & put into storage at Consumer's request for a period of 2 years. On 9/22/14, per Consumer's request, the shipment was delivered to his new home. At that time, Consumer did not make any written notation on the delivery documents of any loss or damage, to substantiate such a claim. The Inventory List clearly states "WARNING - Before signing, check shipment, count items, and describe loss or damage...". Thereafter, on 10/7/14 (over 2 weeks after delivery) Mr. [redacted] sent an email to Golan's advising that he was missing boxes & asking them to search their warehouse. The Business did do a search & to date has not located the alleged missing boxes. On 10/10/14 Consumer called to request a claim form for missing/damaged items. A claim form was emailed to him on that date, and we are currently waiting for him to return the completed/signed claim form in order to open a legal transportation claim for consideration under the $3000 valuation coverage chosen & signed for by him on his Bill of Lading.
Based on the above, no legal claim has been filed. As such, no compensation is due Consumer for any alleged missing/damaged items. Finally, reimbursement of moving or storage costs would are not due Consumer, as these services were provided.
Thank you.
Initial Consumer Rebuttal /* (3000, 15, [redacted]4/12/02) */
Re: Revdex.com
Complaint: Case # XXXXXXXX
Business: Golan's Moving & Storage / Claims Processing Center NY
Consumer: [redacted] R. [redacted]
December 2, [redacted]4
The following information issued by Ms. M. [redacted] of Claims Processing Center of [redacted] and or Golan's Moving to the Revdex.com is FALSE regarding case #XXXXXXXX and not accurate. FULL notification of damages and missing items was submitted to Golan Moving Company (Ms. [redacted], General Manager, Mr. [redacted] Salesman, Foreman [redacted] and moving staff) on 09/22/[redacted]4. Oral reports were issued to Golan moving by Foreman [redacted] and myself pictures were taken on 09/22/[redacted]4 of damaged items. A damage report claim number was issued by Golan Moving Claim # XXXXXX and was received less than 12 hours after inspection of damaged items. Foreman [redacted] was notified that items were missing from load by Golan Moving and inspection of warehouse would be conducted. [redacted] was notified and follow up emails were sent by myself. The missing items were review with Golan management on 09/22/[redacted]4. I will also be providing telecommunications and pictures to support this claim along with email records. A request has been issued to Golan's Moving for the Inventory Item Document required to summit this claim. NO RESOUTION HAS BEEN REACHED
From: [redacted]@golansmoving.com (mailto:[redacted]@golansmoving.com)
Sent: Tuesday, September 23, XXXX XX:XX PM
To: [redacted]
Subject: Golan's Moving & Storage- Filing a claim (Reference #XXXXXX)
CLAIM FILING PROCEDURES
Dear [redacted] ,
Reservation # XXXXXX
Thank you for choosing Golan's Moving and Storage to serve your needs. Unfortunately, despite great care, there are occasions when damage, loss or other service related issues may arise.
If you need to file a claim, please follow these procedures:
All claims for loss, damage, delay, overcharge, or service issues must be filed in writing within the statute of limitations prescribed in your Bill of Lading (BOL).
Claims must include your contact information (name, address, telephone number, e-mail address), moving identification (job number, date of move, location), an itemized list of loss, damage, or service issues, and the dollar amount sought for each item. Claims must also include a copy of your Bill of Lading (BOL) and Inventory Lists, as well as supporting documentation of the loss/damage claimed (photos, repair estimates, receipts, etc.), and must be signed by the shipper (customer).
To request a Claim Form, please contact our Independent Claims Processing Center at:
(XXX) XX.CLAIM (XXX-XXX-XXXX): Toll Free
or
(XXX) XXX-XXXX: This is a toll call
Their hours are: 9 am-4 pm Monday-Friday Central Time
Upon receipt of a written claim, you will receive written acknowledgement of the claim within 30 days, which will include the claim number assigned to your claim.
Following that, your claim will be decided within 120 days of receipt of a fully completed Claim Form with all documentation, based on the coverage rate chosen for your move. In the event a claim cannot be finalized by that time, written notification of the updated status will be sent to you at that time.
Thank you for your patience in this matter. We regret any inconvenience caused.
Sincerely,
Golan's Moving and Storage
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Final Business Response /* (4000, 25, [redacted]5/04/03) */
Re: Case #94521291, Business - Golan's Moving, Consumer - [redacted]
Inbox
x
Claims Processing Center
2:04 PM (19 hours ago)
to me
Dear Ms. [redacted]:
Pursuant to your recent email request to[redacted] at Golan's Corporate Office, we have now pulled the above Consumer's file, and herein provide an additional/Final response to this complaint;
[redacted]
We must again advise that a review of Consumer's delivery documents for their final move out of storage on 9/22/14 show NO written notation of any missing/damaged items made by Mr. [redacted] at that time. He may certainly have had verbal discussions with various people, but the required written notation was not made by him. The Inventory List clearly states "WARNING -- Before signing, check shipment, count items, and describe loss or damage..." and "MISSING ITEMS MUST BE NOTED ON INVENTORY LIST AT TIME OF DELIVERY ONLY". As such, our prior response was correct. Consumer states he was issued a claim # ([redacted]) within 12 hours of his move, this is NOT a claim number but is his actual job # for his move out of storage (his claim # is [redacted]).
Thereafter, on 10/10/14 Consumer contacted our office to request a claim form for missing/damaged items, which was emailed to him on that date. He was asked to complete & submit the claim form within 90 days of his delivery (no later than 12/20/14). It was not until 12/16/14 that we received Consumer's claim form, which did not include any repair estimates despite the request for same in the claim form instructions. The claim review process takes up to 120 days from receipt of a complete written claim to be finalized.
Therefore, on 4/1/15 we issued & mailed Consumer a final determination with settlement documents. He should expect to receive it shortly, and should then submit the executed release form back to our office so that payment may be issued to him by the Business.
Based on the above, at this time no compensation is due Consumer. We would ask that you please update this complaint to reflect receipt of this additional/final response, and close the complaint as Resolved based on the fact that settlement amount has been offered.
Thank you, [redacted], Director CPC
[redacted]
PLEASE CONFIRM RECEIPT OF THIS EMAIL ASAP.
Sincerely,
[redacted], Exec. Director
Customer Care Department
([redacted]) [redacted]