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Graebel Companies, Inc.

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Reviews Graebel Companies, Inc.

Graebel Companies, Inc. Reviews (12)

We are in receipt of the
complaint forwarded by your respective office and appreciative the opportunity
to respond to said complaint.   Graebel Vanlines, LLC was hired
by Mr. [redacted]’s employer to perform packing, storage and transportation
services for the [redacted]s from [redacted]...

** to [redacted].  The minimal packing required and the actual
loading services were both performed on the 16th of June, 2016.  Delivery to their permanent residence in CA
was performed on the 2nd of August, 2016.   Following the relocation, Ms. Hay executed a formal Presentation of Loss &
Damage on the 15th of August, 2016 and submitted it to us
accordingly.  We immediately acknowledged
the claim and advised of our intent to proceed with issuing a good faith payment
of the $92.00, as claimed, to bring resolution to the matter.  Our corresponding check, numbered [redacted], was
issued on the 21st of September and sent to the transferee.   We have discovered that although
the check contained the correct street, city, state and zip code information,
it had been missing the actual Unit/Apt. Number.  We have completed our standard
process relative to ensuring that the check had not cleared prior to our
ability to generate a new payment. 
Unfortunately this matter arose at the point we were completing a
comprehensive backbone system upgrade which prohibited us from reacting as
quickly as we would have liked to reconcile this matter and to execute the
necessary corrective action.  We
certainly want to extend our deepest apologies to Mr. & Mrs. [redacted] for
the delay in resolving this matter, but want them to have the confidence that
this is not a disputed matter rather just a delay in our ability to execute a
replacement check on this particular matter.   We respectfully request that
Graebel be absolved of any negative consequences and/or ratings associated with
this particular file given our intent to fully resolve this matter.   Thank you for your time and
understanding.

We are in receipt of the complaint forwarded by your respective office and appreciate being providedan opportunity to said complaint.Graebel Vanlines, LLC was hired by Mr. [redacted] to perform packing and transportation servicesfrom [redacted]. Packing services were completed...

on the 18th of July, 2016with loading services beginning on the 19th of July. Delivery to Mr. [redacted]’s residence in ** wasperformed on the 1st of August, 2016.On the 29th of September, Mr. [redacted] submitted a formal Presentation of Loss & Damage detailinghis claim. We investigated the claim in good faith and had communicated the final disposition of theclaim on the 13th of December, 2016 of which would result in a payment to Mr. [redacted] of $2,432.32,as referenced in the submitted complaint.Unfortunately at the time of the resolution, we had just completed a comprehensive backbone systemupgrade. These systems compromise the foundational infrastructure by which the company operates(from order entry through fulfillment, billing and claims). The transition to the new system was moredisruptive than anticipated resulting in interruptions to payments to some customers, including Mr.[redacted]. We had informed Mr. [redacted] of the delay following an inquiry received and appreciatehis natural reservations. We also recognize Mr. [redacted]’s background in the business sector and aresincerely apologetic that we have not been able to finalize this matter in a time frame that he hadexpected.We have been diligently reviewing any outstanding issues, including this particular payment and arenearing the resolution on this particular matter. We certainly want to extend our deepest apologies toMr. [redacted] for the delay in resolving this matter, but want him to have confidence that this is not adisputed matter rather just a delay in our ability to execute what had been previously agreed upon.We respectfully request that Graebel be absolved of any negative consequences and/or ratingsassociated with this particular file given our intent to fully resolve this matter.Thank you for your time and understanding.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Thank you Revdex.com of State of Wisconsin to allow me to express true complaint against Graebel moving company . As stated before Graebel continue to manipulate system and damage my life where still to this date never provided any factual evidence just a talk . Graebel never apologized to me for holding hostage of my property for a month and damaging my property as they confirmed , also, to this date Graebel never explained what happened to missing property ? they are claiming investigation was detailed but yet no evidence no recovery and only defending statements which shows guilt , Graebel is fully responsible for not delivering my property as agreement reads dead line was July 3rd and my property was delivered July 14 with missing boxes /my items . Inventory was not checked on contract sheet by me , it was done by Graebel employee and on the signature line I stated the following " received boxes /inventory not detailed 100%" .Therefore Graebel is liable for Fraud documents sent to you and my e-mail providing false statements !!! I take pride in my signature and I stand high against Graebel representatives , justice must be done and proper legal investigation against Graebel will continue , I may win or lose the case but it is about integrity of my property and I reject avenue of poor judgment from Graebel and I am not going to sell myself to Graebel in amount of $ 250 dollars . As old say " leopards don't change the spots " .... but I will change Graebel representatives spots because I am speaking truth nothing but the truth !!! Thank you , 
Regards,
[redacted]

To Whom It May Concern,We are in receipt of the response submitted by Mr. [redacted], as forwarded by your respective office. Onceagain, we appreciate the opportunity to provide a formal response.While we understand that the delivery had not occurred within the original established delivery spread, we[redacted]eve that the reasons attributing to the delay were outside of our control based on the findings of ourinvestigation which included a diligent review of pertinent information correlating to this particularrelocation. It would appear that both parties have differing viewpoints on prior communication(s) that hadtaken place and also attempted. We have been unable to validate the contentions set forth by Mr. [redacted]relative to the verbal communications with the various Graebel Vanlines, LLC. representatives as cited inprior correspondences.We further reject any allegations of manipulation of business practices and/or communication throughoutthe relocation and/or claims process and are prepared to support our position in an appropriate forum.Since the initial response to the complaint submitted, we have also concluded our investigationsurrounding the claim submitted for damages and loss which had been received on the 23rd of July, 2015and have since reported our findings to Mr. [redacted] in writing, as requested.Based on our investigation, we have acknowledged our intent of issuing payment of $250.00, as claimed,for the two items claimed as damaged (Floor Lamp & Armoire) of which were documented accordingly onthe delivery paperwork. We are in the process of executing said payment and anticipate Mr. [redacted]’sreceipt of this check to occur in the near future. With respect to the items claimed as missing, we couldfind no evidence to support that any loss occurred while Mr. [redacted]’s household goods were in our care,custody and control. All items that had been acknowledged as having been tendered to Graebel Vanlines,LLC. were signed for as having been received at destination without any exceptions to any shortages. As aresult, we have formally denied this portion of Mr. [redacted]’s claim as referenced in our final correspondenceto Mr. [redacted] via email correspondence issued on the 28th of August, 2015.It is our position that we have met our legal liability on this matter. We understand and respect Mr. [redacted]is not in agreement with our findings. As a result and in compliance with federal regulations, we haveprovided Mr. [redacted] with information pertaining to the Settlement Dispute Process, which includesarbitration that can be initiated for the denied claims. Given that this relocation occurred outside of thestate of Wisconsin and is subject to rules and regulations pertaining to interstate commerce, we [redacted]evethis matter may be more appropriately suited for the arbitration process, available through AMSA websitewww.moving.org, which operates under federal guidelines.Generally, there is an administration fee for this process for both the consumer as well as the carrier. As agesture of good faith and as previously communicated to Mr. [redacted], Graebel Vanlines, LLC. is willing to payfor Mr. [redacted]’s portion of the arbitration fee should he elect to file for the aforementioned arbitrationprocess.Upon notification by the AMSA of Mr. [redacted]’s formal filing, we will alert them of our intent to cover hisportion of the administration fee. As referenced previously, Graebel Vanlines, LLC. is prepared to adhereto any decision rendered during this process.While we recognize that this response does not provide Mr. [redacted] with his desired resolution on thismatter, we [redacted]eve we have been able to establish our due diligence on this particular matter and have alsoadhered to federal regulations required of us in the event of an unresolved matter. We also hope that ourwillingness to cover Mr. [redacted]’s administration fee for the aforementioned arbitration process is furtherillustration of our efforts to bring a final conclusion to this unresolved issue.Thank you for your time and understanding.Sincerely,

To Whom It May Concern,We are in receipt of the complaint forwarded by your respective office and are appreciative of theopportunity to respond to said complaint.Graebel Vanlines, LLC was hired by our client, Southwest Airlines, to provide packing andtransportation services for Mr. [redacted] from...

Atlanta, GA to Denver, CO. As communicated with Mr.[redacted] during the initial setup of the relocation, the goods were scheduled to be packed and loaded onthe 15th of June with delivery to occur between the 19th of June, 2015 and the 3rd of July, 2015. Thepacking and loading services were performed on the 15th of June, 2015 as originally scheduled.Arrangements were then made for the transportation of Mr. [redacted]’s goods to our Graebel DenverMovers, LLC facility. Upon receipt of the household goods, attempts were made by our localoperations team to arrange for delivery within the initial delivery spread. Unfortunately contact couldnot be directly established with Mr. [redacted] during those attempts.On the 7th of July, we were contacted by Xerox, the third party relocation company assigned bySouthwest Airlines as part of their standard business practices, advising that Mr. [redacted] had reachedout to them inquiring as to the status of his delivery. Prior to that point, we do not have record of Mr.[redacted] contacting us directly for a status of his delivery. We were advised by Mr. [redacted] that if wewere unable to perform delivery on the 8th of July, the next dates he would be available would be the14th & 15th of July. Unfortunately due to the short notice and the schedule at that time already beingestablished, we were unable to accommodate the requested delivery date of the 8th of July. As a result,delivery was scheduled for Mr. [redacted]’s next date of availability, the 14th of July. Delivery hadoccurred that day as scheduled at which time exceptions were taken for two (2) damaged articles.On the 15th of July, the designated Customer Service Coordinator received an email outlining a requestof $125/day for 15 days starting the 29th of June until the 14th of July, when delivery was received. Weare unaware of any promised date for delivery and moreover, we are concerned that if one did exist,why we wouldn’t have been contacted when our crews did not arrive as scheduled. A formal DelayClaim was later submitted and received on the 23rd of July, reiterating the request for thiscompensation. In addition to the attempts made to reach Mr. [redacted] to schedule a delivery prior to thecessation of the formal delivery spread, the delay incurred between the 8th of July and 14th of July werefor factors outside of our control. Subsequently, we had concluded our investigation andunfortunately, we were not able to honor Mr. [redacted]’s request for compensation based on the findingsof our investigation.Prior to receiving the formal Delay Claim, we had received a claim on the 23rd of July, 2015, reportingdamages and loss pertaining to the same shipment. Our investigation into this particular claimremains pending as we have been unsuccessful in our initial efforts to reach Mr. [redacted] directly. Mr.[redacted] had responded to the assigned claims representative, Mr. [redacted], Lead ClaimsCoordinator, on the 14th of August advising he was not immediately available due to extenuatingcircumstances and they were scheduled to connect directly today, the 17th of August, so that we couldbegin to gather information needed for us to continue our assessment of the submitted claim.Given Mr. [redacted]’s discontent with respect to the decision rendered to deny reimbursement for theDelay Claim submitted, in accordance with federal regulations, we will be providing Mr. [redacted] withmaterial surrounding the Settlement Dispute Process, which includes arbitration, and of whichremains an avenue available to Mr. [redacted] should he wish to pursue this matter further. Graebel isprepared to adhere to any decision that may be rendered during this process. Mr. [redacted] will be ableto make a determination as to whether he will elect to initiate this process now or await the outcomeof the household goods claim submitted.Should Mr. [redacted] have any questions and/or concerns in regards to how to initiate this process, Mr.[redacted] will be able to assist in providing clarification.We respectfully request that Graebel be absolved of any negative consequences and/or ratingsassociated with this particular file. We [redacted]eve that we have illustrated that we have performed adiligent and thorough review of this matter.Thank you for your time and understanding.Sincerely,

First of all and my main question about this, it is still not solved. We did not received any refund from the company.Secondly, there is no business's explanation - why they do not inform clients about their moving style, so you got your belongings a month later you expect.We immediately acknowledged the claim and advised of our intent to proceed with issuing a good faith payment of the $92.00, as claimed, to bring resolution to the matter. Our corresponding check, numbered 57426, was issued on the 21 stof September and sent to the transferee.   - We did not received any payment - still in March 2017 we did not get itafter our move in June 2016. So it was not solved yet. Yes we got response, but without payment it is useless and quite rude of them.

Review: I [redacted] had moving contract with Graebel company , they were relocating my property from Atlanta GA to Denver CO . My issues with this company is that they were 15 days late delivering my property , they have delay claim form which I did file and I was denied by [redacted] claims coordinator . Not only they were holding hostage of my property but also, items arrived damaged des[redacted]ed and missing .Very important they were several coordinators involved and their stories are not matching where about my property was etc. Promised delivery date was June 29th but my stuff was delivered July 14th.When asked [redacted] where is my stuff she said it is not yet in Denver !!!That is June 29th , [redacted] claims her destination agent tried multiple times to set up delivery but could not reach me .Please know those are 2 employees with Graebel . After investigation my property was not in Denver yet on June 29th , so [redacted] manipulated claim and denied wishing me good luck .She never proved or provided any evidence of phone calls records , never said destination agent name and no dates of delivery.Desired Settlement: Graebel must realize they are fully responsible for damages, stolen property and delay delivery , they must take full liability and pay me for des[redacted]ed , damaged , missing & delay delivery property.

Business

Response:

To Whom It May Concern,We are in receipt of the complaint forwarded by your respective office and are appreciative of theopportunity to respond to said complaint.Graebel Vanlines, LLC was hired by our client, Southwest Airlines, to provide packing andtransportation services for Mr. [redacted] from Atlanta, GA to Denver, CO. As communicated with Mr.[redacted] during the initial setup of the relocation, the goods were scheduled to be packed and loaded onthe 15th of June with delivery to occur between the 19th of June, 2015 and the 3rd of July, 2015. Thepacking and loading services were performed on the 15th of June, 2015 as originally scheduled.Arrangements were then made for the transportation of Mr. [redacted]’s goods to our Graebel DenverMovers, LLC facility. Upon receipt of the household goods, attempts were made by our localoperations team to arrange for delivery within the initial delivery spread. Unfortunately contact couldnot be directly established with Mr. [redacted] during those attempts.On the 7th of July, we were contacted by Xerox, the third party relocation company assigned bySouthwest Airlines as part of their standard business practices, advising that Mr. [redacted] had reachedout to them inquiring as to the status of his delivery. Prior to that point, we do not have record of Mr.[redacted] contacting us directly for a status of his delivery. We were advised by Mr. [redacted] that if wewere unable to perform delivery on the 8th of July, the next dates he would be available would be the14th & 15th of July. Unfortunately due to the short notice and the schedule at that time already beingestablished, we were unable to accommodate the requested delivery date of the 8th of July. As a result,delivery was scheduled for Mr. [redacted]’s next date of availability, the 14th of July. Delivery hadoccurred that day as scheduled at which time exceptions were taken for two (2) damaged articles.On the 15th of July, the designated Customer Service Coordinator received an email outlining a requestof $125/day for 15 days starting the 29th of June until the 14th of July, when delivery was received. Weare unaware of any promised date for delivery and moreover, we are concerned that if one did exist,why we wouldn’t have been contacted when our crews did not arrive as scheduled. A formal DelayClaim was later submitted and received on the 23rd of July, reiterating the request for thiscompensation. In addition to the attempts made to reach Mr. [redacted] to schedule a delivery prior to thecessation of the formal delivery spread, the delay incurred between the 8th of July and 14th of July werefor factors outside of our control. Subsequently, we had concluded our investigation andunfortunately, we were not able to honor Mr. [redacted]’s request for compensation based on the findingsof our investigation.Prior to receiving the formal Delay Claim, we had received a claim on the 23rd of July, 2015, reportingdamages and loss pertaining to the same shipment. Our investigation into this particular claimremains pending as we have been unsuccessful in our initial efforts to reach Mr. [redacted] directly. Mr.[redacted] had responded to the assigned claims representative, Mr. [redacted], Lead ClaimsCoordinator, on the 14th of August advising he was not immediately available due to extenuatingcircumstances and they were scheduled to connect directly today, the 17th of August, so that we couldbegin to gather information needed for us to continue our assessment of the submitted claim.Given Mr. [redacted]’s discontent with respect to the decision rendered to deny reimbursement for theDelay Claim submitted, in accordance with federal regulations, we will be providing Mr. [redacted] withmaterial surrounding the Settlement Dispute Process, which includes arbitration, and of whichremains an avenue available to Mr. [redacted] should he wish to pursue this matter further. Graebel isprepared to adhere to any decision that may be rendered during this process. Mr. [redacted] will be ableto make a determination as to whether he will elect to initiate this process now or await the outcomeof the household goods claim submitted.Should Mr. [redacted] have any questions and/or concerns in regards to how to initiate this process, Mr.[redacted] will be able to assist in providing clarification.We respectfully request that Graebel be absolved of any negative consequences and/or ratingsassociated with this particular file. We [redacted]eve that we have illustrated that we have performed adiligent and thorough review of this matter.Thank you for your time and understanding.Sincerely,

Consumer

Response:

Review: I was charged $765 in additional fees after I made a pre-paid agreement with this moving/delivery company. All the items were together in a storage facility which was clearly explained when I spoke with Graebel prior to the agreement. I have explained to Graebel this was not a part of our original charges which we paid in full. The driver had me sign for him picking up our things that were part of our original agreement and it was never mentioned that I would receive a bill for $765 in addition to the $2,500 we paid in advance. They are billing me for $765 which is almost 1/3 of our upfront charges. I did not authorize the services they are claiming-I was not informed of any additional services until my things were delivered and I was not informed of $765 when I signed for my things. I should not have to pay an additional $765 for item that were part of our load.Desired Settlement: I would like Graebel to remove the additional charge of $765 for the unauthorized additional fees.

Business

Response:

Mr. [redacted] contracted Graebel Movers to pick up his goods from a warehouse owned by Bluemound Express in Waukesha. Mr. [redacted] said that he had not seen the goods in two years, so Graebel based the estimate on information provided by Mr. [redacted]. The Graebel estimate was for the transportation services only to move 10,000# from Waukesha to Parkville, MO for a non binding estimated cost of $4,269.29. There were no packing of boxes charges on the estimate because we had not seen the goods.

Upon arrival at the warehouse to load the goods, the Graebel driver found 4 flat screen TV's that were not properly packed for interstate transportation. Mr. [redacted] authorized Graebel and signed an Additional Services Performed Document authorizing Graebel to pack the TV's. Mr. [redacted] also had Graebel unpack the TV's at destination.

The $765.83 additional charges owed were for packing and servicing of 4 TV's. These charges were not on the original estimate because Graebel didn't know what the shipment consisted of before loading at the warehouse.

The providers of the services for the move have been paid and the monies owed are due for authorized services that were performed.

Respectfully,

Review: Januany 2013. I was told by my agency that our field office was shutting down and that I could leave the Gov.,retire or reloacte to anout field office or to our Head Quaters in Washington, DC. My slection was to relocate to DC. Graevel was hired to move my house items by the Government. Graevel reached out to me on 3/7/2013. Attached are the documents that have been going back and fourth for almost a year. They don't want to pay for damages done to my loveseat durning the more. They are claiming it was due to normal use. I TOTALLY disagree with the letter that was dated 2/1/2014 in which I received. I don’t know why the damage was deemed to be not transit damage, but result of normal use. If it was normal use, why is it that it was not marked as such on the moving sheet? Also, I was told by a person that came out from Artisian Restoration, Inc. around November 11th, that the damage was in a movable part and most likely cannot be repaired. He also advised me that, someone else would be visiting who had better knowledge of the repair work needed. Furthermore, he told me that a final judgment would be made at that time. [redacted] never showed up! Also, hopefully the Government, more specifically, the Antitrust Division do not use this company again for the Division’s moving needs. I could not call the person who called me because the number they called from was a blocked number.Desired Settlement: Because I don't believe anything they tell me I would like to be refunded for the cost of the loveseat so that I can get a new one.

Business

Response:

March 3, 2014

Review: I am filing this complaint in regards to the deceptive and unfair business practices that Graebel Van Lines, Inc has shown. I hired this company to pack and LOCALLY move the belongings of my home, except the garage in an attempt to save money, which we packed entirely ourselves. We purchased Uhaul boxes separately in order to complete this task efficiently. Graebel in no way whatsoever disclosed that by us choosing to pack these boxes ourselves, they would not be liable for any lost belongings from these particular boxes. A large majority of these boxes did show up, but here is what never made it: under garments; trailer [redacted] trailer hitches; locking trailer hitch; battery charger; and a conversion receiver hitch. I find it odd that aside from the undergarments all of these items relate to each other and are on the expensive side. I was more than generous as I priced these items in my original claim to them, which was under $900. Our move in total was approximately $5,300 and they couldn’t give us the decency to thoroughly investigate the situation. The company had also broken an $80 floor lamp and in what I’m sure was their sincerest gratitude, acknowledged and reimbursed me with a check in the amount of $6.00. That wouldn’t even buy a lamp at a garage sale! This was a one day move and after everything was packed, the movers informed us that they were going to be taking lunch in between the travel time from my previous residence to my current home. The drive takes about 45 minutes (St. Peters, MO to Foristell, MO) and it took them a delay of 2 ½ hours to arrive with our things. For them to have taken a nearly two hour lunch leaves me to only assume the worst. I used this company previously to move my business and had no issues, which is why I decided to hire them again to move my home. I am beyond enraged that our things were treated with such a low demeanor, and I definitely do not plan to use this company ever again. Graebel will never receive a recommendation from me and hopefully this steers others away from using this company!

Business

Response:

This move was actually handled by our Graebel St. Louis office. My name is [redacted] and I serve as Regional Vice President and General Manager in St. Louis. This complaint should have been lodged here in St. Louis but since it was lodged through Wisconsin, my counterpart and colleague Pete Meikeljohn forwarded to me for a response.

Review: Graebel movers broke my $1300 bed during a move from San Francisco to Atlanta. It was marked "non-repairable" by the delivery people and I was told to submit a claim - which I did for the full value of the non-repairable bed. Graebel was certain they could get it fixed so they sent a repair person to my home. The repairman's efforts to repair the bed resulted in more damage to the bed and a piece that is worthless at this stage. I told Graebel I would take the bed piece to a reputable shop to get an estimate and they could pay for the repairs but my bed wasn't going to the below-standard shop they chose that did the repairs the first time. Graebel insisted the entire bed get refinished by the original repair company and I said that wasn't an option for me considering the amount I paid for the original finish AND because of the poor job this company did originally. Today, I received a check for $65 from Graebel saying that the case was settled with $65. So, for a $1300 bed, which they broke and then proceeded to make even worse, they pay $65.Desired Settlement: I want Graebel to pay to fix the bed they broke. It is covered in my contract and they are obligated to either fix the bed or replace it. I will not allow their low-standard company of choice touch the bed again and for good reason. I want to take my personal time (which I shouldn't have to do) to find a decent furniture repair shop to give me an estimate and fix the bed. And, I expect Graebel to pay to fix it.

I'm happy to supply photos of the extensive damage their repair company did.

Business

Response:

We are in receipt of the Revdex.com customer complaint filed by [redacted] on 6/27/13 at 4:46 p.m. CST and appreciate the opportunity provided for us to respond formally.

Graebel Companies, Inc. loaded Ms. [redacted]’s household goods from San Francisco, CA on January 25, 2013. The household goods were delivered to her home in Atlanta, GA on February 12, 2013.

On May 13, 2013, we received her claim form for the damages sustained to a Pottery Barn bed with reference to an amount claimed of $1299.00.

On May 17, 2013 Graebel’s Claims Coordinator called Ms. [redacted] to discuss the claim filed and to advise of the assignment of an independent repair company to inspect the claimed damaged item. The independent repair company, Weathersby Guild set an appt for 5/29.

The Claims Coordinator tried reaching the customer via phone on 5/31, 6/4, and 6/5 in follow-up to said appointment. An email was also sent to her on 6/5 in hopes of being able to discuss the matter further. Ms. [redacted] responded on 6/6 and asked if we had received her information that she had sent. In the course of the email exchange, we had acknowledged that full repairs were not able to be done in the home and offered a cash allowance we had been quoted to complete proper repairs of the bed or that we could have the item removed for completion of in-shop repairs. Although we make every attempt to arrange for in-home completion of repairs, there are times of which this is not practical based on the extent of work that may be needed.

A second email was sent to Ms. [redacted] to discuss possible solutions based on the information we had received. Messages were also left for Ms. [redacted] on 6/14 and 6/18 to discuss the possible solutions in further detail. As we did not receive any additional responses, our check in the amount of $65.00, the cost to paint the bed was sent to Ms. [redacted].

Following the sending of the payment, we received a message from Ms. [redacted] on 6/27 advising of her discontent regarding the settlement issued.

Attempts were made to return that call, including by our Claims Supervisor, Ms. [redacted], who has left two messages, in addition to an email sent. To date, we have not received a response to these efforts.

It is our intent to attempt to reach a mutually amicable settlement, however, without being able to speak with Ms. [redacted] directly, we are unable to do so. Please feel free to direct Ms. [redacted] reach out to Ms. [redacted] at [redacted] or via email at [redacted] as we believe we will be able to find a mutually amicable resolution.

Thank you again for your time and for allowing us an opportunity to respond to this matter. We respectfully request that Graebel be absolved of any negative consequences and/or ratings associated with this particular file.

Review: In November 2012, my husband & I entered into a contract with Graebel Moving & Warehouse for relocation services from Oconomowoc, WI to Ixonia, WI. The contract I signed had a NOT-TO-EXCEED amount of $2381.00, which I paid in full upon completion of the move.

Less than two months later, I receive a bill from them for $195.00 in additional charges for moving my front load washer and dryer (this is over & above the $206 I was initially charged). I contacted Graebel immediately upon receipt, requesting clarification of the charges and was informed that it was for a locking kit, which is nothing more than a set of nuts & bolts, to secure the washer during the move. Please note that Graebel DID NOT advise me of these potential charges up front. Had I known that I did not have the required locking kit prior to the move, I would have gotten what was needed from Best Buy or an appliance store.

Initially, MSS (Graebel's appliance moving contractor) didn't even leave the kit I was being charged for until I insisted on receiving it. Upon receipt, I did a little price comparison and found that MSS was charging me triple the price with no explanation of their pricing policy (despite my inquiring). After 4 months of going back & forth with [redacted] at Graebel, I attempted to resolve this issue in April 2013 by offering to pay the price I would have paid had I gone to Best Buy (which is $60.00). I received no response whatsoever from Graebel if they accepted my offer, until today (July 12, 2013) that is, when Megan, the Credit & Collections person sent me duplicate letters (one certified mail & the other via regular mail) claiming they made numerous attempts to contact me for payment of this invoice (it was two attempts actually) with no response from me. The letters state if I do not pay this invoice by July 23, 2013, they will take aggressive action against me.

Again, Graebel DID NOT advise me of these potential charges at the time I signed the contract. I have also made several attempts via email to resolve this with no response from Graebel.

Over & above this issue, I would also like to formally report my dissatisfaction with service I received from Graebel in general during our move. Not only did they not communicate well with me, but I felt the moving crew was shoddy & unprofessional with the handling of my belongings. I physically saw boxes marked "Fragile" handled in a very rough fashion. Some items were even broken. And while I was reimbursed for my lost items, I felt Graebel's claims person was very patronizing and condescending (essentially "doing me a favor").

I've made my dissatisfaction very clear to them as well with little or no response from them either.

Thank you for reviewing this and attempting to resolve this matter on my behalf. Please advise how I should proceed.

[redacted]Desired Settlement: While I would like nothing more than to have this bill go away, I am willing to pay $60 for the locking kit I received. Please request that Graebel adjust their bill accordingly.

Business

Response:

My apologies for the length of time it has taken to resolve this dispute. Also, I apologize if the proper steps necessary to move a front load washer and the associated costs weren't communicated to the transferee before the move. If the transferee was notified and didn't service the machine, they should've paid for the kit and the service.

Due to the length of time that has passed since the move and in an effort to move forward, please disregard the $195.00 charge for the washer service and kit. Consider the move paid in full.

What should happen when a front load washer is moved to prevent damage of a machine that can cost up to $1200:

1) The moving salesperson should advise the transferee that the front load washer can not be moved until it is serviced (taken off pedastal if it is on one and mechanism secured with a locking kit). Graebel does not service wash machines and contracts this service to a company such as MSS (Movers Specialty Services) for a cost of $195. This cost includes the service call (trip charge to residence) and the labor cost to properly service the machine. Graebel is then liable for the condition and operation of the machine. I understhand that the cost of a kit at Best Buy is $60, but includes no labor to install or trip charge.

2) if the transferee chooses to get a kit and service the machine themselves they can certainly do that and should notify the mover of that prior to the move. The mover then considers the washer as mechanical condition unknown and is not liable for the washer unless physical damge is done to the outside of the washer.

If the mover shows up to move the washer and neither step or two has happened, the washer must be serviced before we can move it.

Regards,

General Manager

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Description: Movers, Storage Units - Household & Commercial, Trucking, Warehousing Services, Movers - Office, Transportation Services, Fulfillment Services

Address: 720 N. 3rd. Street, Wausau, Wisconsin, United States, 54402

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