Dear Mr& Mrs [redacted] ,Please find attached our Certificate of Insurance with [redacted] Insurance as well as our Certificate of Insurance with [redacted] Insurance Our insurance policy year begins on September 1st and ends on August 31st each year When your move began, we were under coverage with [redacted] Insurance This policy ended on August 31, On September 1, our new coverage with [redacted] began.Your move is unusual in that one trailer was delivered while we were insured under [redacted] and the second trailer was delivered while insured under [redacted] [redacted] made the true statement on September that [redacted] was not our carrier You will see that with both carriers we have a Cargo limit of $500,per occurrence However, the household belongings being transported are covered under "Valuation" which is NOT insurance Valuation represents the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possessionPlease refer to the letter sent to you by AMSA (American Moving & Storage Association) Exodus Moving & Storage is under Federal Law when dealing with damage claims As stated in the letter, the Carmack Amendment, a subpart of the Interstate Commerce Act, govern our liability for claims We are not required to settle claims or enter into arbitration until such time as the outstanding freight charges have been paid.However, with the help of the Revdex.com we came to an agreement which we believed was mutually agreeable We consider this matter closed Again, we do wish you well in your new home
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted] I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaintI have decided to pursue legally or via other avenuesBecause I did accept their original offer, (which I strongly believe I should NOT have done under my circumstances which had included several life changes within the past three years including suddenly leaving my career of over years, moving out of state, accepting the responsibility as sole caretaker for two parents in Hospice services at the same time, losing both parents, selling their home, and having to move years of their lives together in a very short time,) I do know that legally, I am responsible The amount allowed by the arbitration is $above what I have been paid, and at this point, I need to move forward The crux of this whole issue concerns integrity, honesty, and responsibility - none of which I believe that Ilan, the president of Exodus Moving and Storage, is capable of From the start, he refused to take full responsibility for this incident caused by circumstances not beyond his company's control, and from the first phone call complained and argued about repairing all the damages My point in pursuing this was to point out the incompetent service from the time of pick up to delivery, the comedy of errors caused by Exodus Moving and Storage from the morning of pick up, and Ilan's lack of integrity, honesty, and responsibility How he lives with himself running Exodus as he does, how he keeps employees who complained incessantly during the move, and accepts drivers who are incapable of managing their trucks, ignore photographs of the destination and yard sent ahead of time, and on both pickup and delivery did not have a clue as to where they were (from 1/mile to miles off,) to ignoring personal requests, is beyond my comprehension It is my hope that this incident will be documented with Revdex.com and will make a difference so that Exodus Moving and Storage will behave professionally should an incident such as this happen in the futureI will live with the damage caused by Exodus for the rest of my life and that of the next generationsI am deeply hurt by the lack of responsibility by Ilan from the moment of delivery when I discovered the extent of so much unnecessary and major damage How disrespectful of Ilan to treat my parents' estate, me, and my family as he did I trusted in the reputation of Exodus Moving and Storage My error.To the Revdex.com - thank you for your help, time, and work on my behalfRegards, [redacted]
[redacted] [redacted] Dear [redacted] ***,I would like to refer to an email from Carrie L [redacted] dated October 26, stating; 1) Exodus would pay for half of the cost of moving the safe and 2) [redacted] is the Insurance Company of ExodusI also have a letter dated September 6, from [redacted] ***, [redacted] Claims Attorney, stating [redacted] is not the cargo insurance carrier for ExodusI would like to know, did Exodus ever have cargo insurance on our goods covering the dates of our move and can Exodus show us proof of the insurance they charged us for? We paid $for insurance and we believe Exodus did not purchase carrier insurance on our behalf, we think they simply pocketed the money It should be a simple matter for Exodus to show who they purchased the insurance from We are entitled to have these questions answeredWe think there never was insurance purchased to cover damages to our property, we think Exodus simply kept out insurance money and that is why Exodus wants all other claims closed and settled Maybe we are wrong but until we see proof of insurance and what carrier it was with we won’t know We’re looking at additional losses of $for one half of the safe moving fee and $for insurance that we believe was never purchased Before we make the settlement final these things need to be consideredWe can’t continue to absorb all of these costs, it’s a lot of money to us.Thank you for your help, [redacted] & [redacted]
Dear ***, [redacted] hired Exodus to move her belongings from [redacted] to [redacted] ** Because she was not local we did her estimate via email and phone conversations Any time a move occurs during the dead of winter there are always challenges, especially when antiques or sensitive items are involved Additionally, moving, no matter what the circumstances is difficult even in the best of timesWe did provide a $discount immediately for the inconvenience of receiving her shipment late in the day After the move, [redacted] reported the damage to Nancy C***, her move coordinator Brian G [redacted] , our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, As of today, she has not returned the claim formRegardless of this fact, Ilan L***, President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that Instead, she wanted us to offer a cash settlement as quickly as possibleDuring that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim for or any other documentation regarding the value of the pieces, or cost estimates for repairs) Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill We can provide that proof if necessary Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full 40% would calculate to $December was a Wednesday On Saturday, December Ilan asked that I call her and ask if she would accept a cash settlement of $ (with the $discount given on delivery, total is $2700.00) Again, keeping in mind we have never received the claim document, nor estimates for repair She indicated to me that she would accept the $but needed it quickly as her credit card bill would be coming soon I offered to send it via ACH if she would provide me her bank information – which she did I initiated the transfer on Monday, December and the money was sent that day I forwarded to her the confirmation from the bank once the transfer was made She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement I have saved the message on my phoneOn December 21, she sent me an email indicating she had received the funds on December I have that email as well and can provide it if neededAt that time, Exodus considered this matter closed
Mrand Mrs [redacted] ,As a business regulated by the Department of Transportation and the Federal Motor Carriers Safety Administration, Exodus Moving & Storage, Incis bound to adhere to the stated regulations The brochure “Your rights and responsibilities when you move” was furnished to you, as required by federal law, in your initial packet of information As stated, you must first work to resolve your own loss and damage and/or moving charge disputes with Exodus Once these terms are met and should you believe that this matter is not satisfactorily resolved, you then have the right to request arbitration to settle any dispute.You entered into a contractual agreement with Exodus Moving & Storage, Inc and are bound by that agreement These terms require a completed, signed claim form and full payment of services before Exodus can make its final offer of resolution Again, if you believe the offered resolution is not to your satisfaction, you then have the right to request arbitration to settle the dispute.In response to your direct questions in your last communication: Exodus does not agree to pay for your safe to be moved from your garage to another location in your home Per the terms and conditions of your contract, if you pay the balance due in full of $2,you may then proceed with filing a claim for lost or damaged items It is our sincere desire that we can reach a mutually agreeable resolution by December 29, Tell us why here
Complaint: ***
I am rejecting this response because: Respectfully, I continue to stand by my previous statements of legitimate concern and lack of responsibility by ExodusI am requesting either: a full refund of the remainder of the move or Exodus to pick up, have repaired, and returned all pieces damaged in their handling of my move from *** to Wyoming. As a business which should be concerned with reputation and doing what is right by the customer, I agree that the damage and the circumstances were not ideal, but I do believe that both were within the control of Exodus and should have been prevented had the load in their care been the priority. Under the circumstances of the temperatures and freezing diesel fuel, it was definitely a decision Exodus should have made for the benefit of all involved - customer, driver, and the company itself, to delay the delivery by an additional day or two until the weather conditions improvedMy delivery had already been delayed by over a week for the convenience of the company; certainly another day or two for the safety of all involved and the cargo would have been commendable. Communication about an “exclusive” move - and the costs - were never brought up to me as a possibility. Multiple shipments do make sense under circumstances, which this move most definitely WAS NOTThis wasn’t a difficult move. Putting one shipment with another and making two deliveries On the delivery end, (the pickup was another story in itself) the problems arose when: The truck left for Wyoming in admittedly (by Exodus) “weather conditions which were brutal.” Who puts employees and clients in that position? The drivers did NOT have a planned route that delivered my load first in the morning as promised by Exodus, resulting in making my delivery second in the day and happening at night and in very cold temperatures. 3. A great deal of difficulty (as admitted by the driver,) of getting the semi out of the *** location and turned around(Thus, a problem for the remaining load as they jostled the truck for a good length of time (as admitted by the driver,) to get back on the road. Driver NOT knowing where he was at sundown when just several miles from my home. Driver and three assistants in a hurry to get my load unloaded and back to FtCollins that same night (a 5-hour drive which would put them in around midnight from the time that they left my home,) so the driver could turn around and go right back out on the road, (as admitted by the driver and his assistant.) In addition to whatever happened during the drive to cause so much damage to furniture and boxes, the careless handling of furniture during the unload; unloading quickly in the last minutes and not being upfront with the damage, i.e.: placing screws, pieces of furniture quickly off to the side on the mower before inspections by my husband and me could be made.) I was willing to go through Exodus’s regular claims process at the start until Ilan began to pick and choose what he would allow me to claim, whined about his insurance premiums going too high should I claim to the extent of the damage which had occurred, and his anger when I said I would dispute the charges on my card - which I have never even thought of doing in my life, but in retrospect, should have done so Because this was a huge move, I was unable to pay my monthly balance as I usually do. To say that this was an “urgent request” by me is an overstatementMy two-years care-taking for my parents, dealing with both their deaths within months, selling their house in an unusually short time and thus, needing to move quickly, and the calamity of the whole move from pick up in *** to delivery in Wyoming had all taken their toll on me. The myriad of blunders with the Exodus move from start to finish on top of Ilan’s lack of responsibility as company president, his anger toward me by the situation caused by Exodus, and in wanting to settle the situation that never should have happened due to his company, I believe is their responsibility to make rightExodus took advantage of my emotional situation in offering far less than the worth of the estate as a settlement. I was told NOT to complete the claim form; previously Exodus claimed that it was my neglect that it wasn’t given to them. Nor was their a request for any estimate from the recent appraisal requested even tho I told them I had itI felt pushed to settle as Exodus wasn’t willing to consider all the damage that they did. I am honest; I explained to Ilan that there were two pieces with damage that had occurred over the years prior to the move (and to my own years,) and would not ask for any of that to be repaired by them. The president, Ilan, wasn’t agreeable to this and argued about the cost of repairs and his insurance premiums going up if he covered the damage caused while in Exodus’s care. The cash settlement to “settle credit card debt” was only the debt of the moveHad I known I would have to pay a professional company to cause the amount of damage done on top of losing the value of so much of my family’s antique heritage, I certainly would have made the move myself rather than hiring the “professionals.” Yes, it always comes down to perspective. Mine is that rather than behave reasonably and responsibly, Exodus took advantage of my personal situation. Apparently, while “disturbing to all of us at Exodus when a shipper is not satisfied,” Exodus is not willing to make the situation right by the customer, regardless of a minimum payment that they know does not begin to cover the damages and loss in value that incurredNo special requests beyond not to transfer my load to another truck were made, and that only after it was in Colorado and I was informed delivery would be delayed to be combined with another shipment. With Exodus’s record of years of satisfied customers, I would first question that I am the only move that was disastrous, and second, I question why then, they would not want to continue their clean record and make this right Pictures are available - the same as I sent to Exodus from the start. Regards,
*** ***
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Revdex.comAttn: *** ***Dear ***,Thank you for assisting me in addressing the concerns of Mr& Mrs*** and reaching an agreement. In this regard, is it possible for the Revdex.com to request on our behalf a confirmation from Mr& Mrs*** that they understand once the check from Exodus Moving & Storage is endorsed that all claims for damages against Exodus Moving & Storage are settled in full? Specifically, upon the receipt of certified funds in the amount of $2,500.00, Mr& Mrs*** agree that their claim for damage as well as any other claims against Exodus are settled and closed. In turn, Exodus will remove the remaining balance on their account and provide a paid in full receipt. Additionally, no further action, legal or otherwise, will be pursued by Exodus or by Mr& Mrs*** regarding this matter.Best wishes,Lisa B***Vice PresidentExodus Moving & Storage, Inc.***
Respectfully, Exodus continues to stand by our original statements.We agree that the damage done to ***'s items during the course of her move is not acceptable In no way do we believe that the circumstances of her move were ideal The temperature at the time was below zero which caused numerous problems, not only with the diesel fuel freezing, but also with our professional movers doing their best (per their training) in conditions which anyone would find brutal.Unless a shipper is willing to pay for an "exclusive" move, every moving company will do their best to coordinate multiple shipments on one truck in order to make things the most cost effective for the shipper, and most profitable for the company This coordination brings many dynamic parts into play which must all come together perfectly to make a move happen with a hitch.Exodus rarely settles damage claims for cash, and normally go through the regular claims process whereby the shipper submits their claim, we forward it to our insurance carrier and it is dealt with by them However, it became clear to Ilan that *** herself wanted to settle the matter urgently prior to her credit card bill coming due Exodus went above and beyond by coming into the office on a Saturday to initiate a money transfer to accommodate ***'s urgent request.When Lisa became involved with the communication between *** and Ilan regarding the cash settlement, there was no need for *** to take the time and effort to complete the claim form as the matter was to be closed for an agreed upon cash amount It is ***'s perspective, not ours, that she was being "pushed" to settle We agreed to the cash settlement because this was clearly her desire in order to settle her credit card debt Had she stated she was not interested in a cash settlement, and that she wanted to go through the channels, we would have absolutely complied We agreed to, and made payment to her in the most rapid manner possible to accommodate her deadline to make her credit card payment Had we known this was not her desired outcome, we never would have sent the payment of $2500.It is disturbing to all of us at Exodus when a shipper is not satisfied It is always our intention to provide the best possible move experience - including accommodating special requests made by shippers Exodus is a local, independent, family owned, Colorado-based moving and storage company with over twenty years of satisfied customers ***'s move is a very unfortunate situation for all concerned
Complaint: ***
I am rejecting this response because:
Regards,
*** ***We, *** and *** ***, had the highest hopes our move from Bailey Colorado to Stockton Springs Maine, with Exodus Moving and Storage would have gone without any complications. But unfortunately, the experience was less than satisfactory. We have had numerous phone calls, letters and email communications which have not resolved our differences.These differences included many areas especially the paying of the remaining balance on the account. We do not trust Exodus Moving and Storage. We do not agree that there is any balance due.In response to the offer of $to resolve our dispute we would like to be reimbursed $for moving the safe. We will ask Exodus Moving and Storage to initiate the insurance claim process that will cover the damages to our property, as well as replacement of items that cannot be repaired and lost items listed in the damage and claims form. Separate from the insurance claim the final settlement should equal $5715.44.A Fax will be sent on December 7, which will include a Damage and Claim Form sent to Exodus in October, and supplemental letters and emails to and from *** and *** ***, Exodus Moving and Storage and *** Insurance Company.*** and *** ***
Revdex.com:To: *** ***,
We have accepted the offer that Exodus made as follows:
$to satisfy the account balance we supposedly owe, the repair to the
ATV, and the $2500.00. We are asking
that Exodus send us $and a receipt showing the account balance is paid
in full without further delay. We expect
the check and the receipt showing balance is paid in full to arrive together in
a timely manner. This situation has been
ongoing since August of so as one would expect we are more than anxious to
see this matter closed so we can move on with our life. We still have no trust in Exodus as they have
continued to embellish and twist the truth in an effort to place themselves in
a better light. We don’t want any
further delays or stipulations from Exodus about anything… the time for
discussion has past. It’s time to end
all of their rhetoric and move on
We were unable to negotiate anything with Exodus until you
gave us your assistance. It has been a
pleasure to work with you
Thank you again for your assistance
*** & *** ***
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***
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*** *** *** *** * *** *** *** *** *** *** ***,We would like to thank you very much in this process with Exodus Moving and Storage. We are and always will be completely dissatisfied with Exodus. The very poor customer service, dishonesty, and lies of Exodus employees are unforgiveable. Ilan L***, Greg W***, James S***, Tom, Sergio, and Shelby should be extremely ashamed of their actions, conduct and liesBut maybe this is all they are capable of. Somewhere in the Exodus organization there are good people. The conduct and the way we were treated comes directly from the owner, Ilan L***. We decided to pay them in cash, once they got the money it was all downhill from there. We paid $for 100% insurance coverage which we cannot use. If we paid the balance due we are 100% sure the fight would continue to get our destroyed, damaged, and lost property issues resolved. We would strongly suggest to any future customer who has any kind of move and cares about property to look to someone else and pay only by credit cardGet every detail in writing and in the contract, if not, you will be sorry, especially if you deal with Greg W***. Ilan L*** and the Exodus crew that served us, hang you head in shame. Thank you to the few crew members of Exodus that tried hard in our move a good experience.Respectfully,*** and ***
We believe there is a misunderstanding by Mrs. [redacted] with regards to the Valuation Option chosen for the move. Moving companies are not licensed to sell insurance. We are able to offer "valuation" to our shippers which allows them to value their items against loss or damage. No...
where on any document or contract printed or presented by Exodus Moving & Storage, Inc. is the word "insurance" printed. They may choose to value their entire shipment (called Option A Valuation by Exodus) or select up to 10 items (called Option B Valuation by Exodus). If neither Option A or B are chosen, then the entire shipment is covered by Option C which values each piece at 60 cents per pound per item. When either Option A or B is chosen, Exodus reserves the right to attempt repair on any damaged item before replacement. Mr. [redacted] worked with our movers and selected Option B. Their inventory list is attached. You will see he chose to value 8 items, listing each with their individual values, for a total value of $33,500. One of these items was a ceramic stove located in an upstairs room. This stove he valued at $3000. There was also a second identical stove in the basement which was not included.When our movers went into the basement to move the items, this second stove was there with the main body wrapped in bubble wrap. The three legs were not attached and were lying loose on top of the stove. One of the legs was broken. Neither Mr. nor Mrs. [redacted] were at the home at the time this was discovered, so our movers were not able to show them personally. However, the owner of our company, Ilan L[redacted] happened to stop by to see how the move was going and called Mr. [redacted] himself to let him know the leg was found broken and that all three were wrapped in brown paper and placed with the bubble wrapped stove for transport. Exodus is committed to 100% customer satisfaction and we are willing to repair the leg even though we did not break it, nor was it part of their Option B Valuation.
Dear Mr. & Mrs. [redacted],Please find attached our Certificate of Insurance with [redacted] Insurance as well as our Certificate of Insurance with [redacted] Insurance. Our insurance policy year begins on September 1st and ends on August 31st each year. When your move began, we were under coverage with [redacted] Insurance. This policy ended on August 31, 2017. On September 1, 2017 our new coverage with [redacted] began.Your move is unusual in that one trailer was delivered while we were insured under [redacted] and the second trailer was delivered while insured under [redacted]. [redacted] made the true statement on September 6 that [redacted] was not our carrier. You will see that with both carriers we have a Cargo limit of $500,000 per occurrence. However, the household belongings being transported are covered under "Valuation" which is NOT insurance. Valuation represents the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possession. Please refer to the letter sent to you by AMSA (American Moving & Storage Association). Exodus Moving & Storage is under Federal Law when dealing with damage claims. As stated in the letter, the Carmack Amendment, a subpart of the Interstate Commerce Act, govern our liability for claims. We are not required to settle claims or enter into arbitration until such time as the outstanding freight charges have been paid.However, with the help of the Revdex.com we came to an agreement which we believed was mutually agreeable. We consider this matter closed. Again, we do wish you well in your new home.
We, at Exodus Moving & Storage, are very concerned that Mr. and Mrs. [redacted] had a less than an extraordinary experience with our company. We are a locally owned moving and storage company with over twenty-one years of satisfied customers. Our success is based on providing our...
customers with excellent service. As an industry governed by the Department of Transportation and the Federal Motor Carriers Division, Exodus Moving & Storage is bound by the regulations set forth in regard to claims. The completed claim form and full payment of services is required before the damage claim can be settled. We initiated the claim process soon after the arrival of the shipment on August 26th but were soon delayed in resolving the issues due to Mr. and Mrs. [redacted] not returning the claim paperwork nor paying the remaining balance on their account. We communicated regularly with Mr. and Mrs. [redacted] regarding their move experience and resolution of any damages their belongings sustained. The [redacted] satisfaction is paramount to our company to the extent that our owner provided the [redacted]’s with his personal mobile phone number. In an effort to move the process forward, we chose to escalate the process to our insurance carrier in the hopes [redacted] Insurance would be able to further the process. We were notified by [redacted] that the claim form was finally received on Monday, November 6, however the remaining balance due was not paid. We understand that moving is very stressful and often overwhelming and this experience is very emotional for the [redacted] Family. We whole-heartily believe that we can achieve a mutually agreeable settlement with the [redacted] family, although we do not agree with Mr. and Mrs. [redacted]’s account of the move. To bring this situation to an acceptable resolution, we are offering, in good faith, a cash settlement of $2,500 in addition to the payment of $171.23 to replace the 4-wheeler’s old battery (even though we disagree that the need for the battery was caused by the move), and forgiveness of the remaining account balance of $2,344.21. The proposed final settlement equals $5,015.44. We sincerely wish Mr. and Mrs. [redacted] the best in their new home.
Dear [redacted],First, thank you for calling the other day. I do appreciate your call back. When we left for our trip on January 14, 2017, I did not realize the dependency on email, phones, and Internet. For sure being without has been problem for me in this situation. Thank you for reopening this case as well as giving me a few days to respond.I’m not sure where to begin with all this so perhaps my correspondence with Exodus will be enough - perhaps more than enough. The situation is still very emotional, as truly, the damage done by Exodus took away the value of my parents’ antiques - thus, taking my inheritance value down to nearly nothing, not to mention the havoc it has created over the emotional value of these pieces. When accepting the check from Exodus, I hadn’t had the time to realize the extent of their damage, the huge cost which will incur on my end, and the overall loss in value. Between what I paid Exodus to deliver and damage my parents’ antiques and the loss in value, I estimate looking at a total of close to $10,000. That’s a lot of money for me. As I told you on the phone, I did knowingly accept their offer, but was (and am) still quite emotional over it all and didn’t realize the amount of damage done as I still was unpacking at that time. I had been in [redacted] for 2 1/2 years as the sole caretaker for my parents; this was my first experience ever dealing with losing both parents, and in two months time, selling a home, (theirs), cleaning out 61 years of collecting, hiring movers, and making the actual move. The house sold within 24 hours of going on the market so time was definitely of the essence. That said, I did research, ask others, and make many phone calls before choosing and hiring Exodus. My dad and mum entrusted me with their lives as a caretaker and with the care of their legacies, and I in turn, entrusted Exodus with the care of moving it to Wyoming.All along the timeline of this move, I made adjustment after adjustment in delivery days and time to accommodate Exodus with both the pick up and delivery. I agreed to every change that they requested to make it easier on their schedules. Something I now regret. Putting myself first doesn’t come easily - and that I didn’t cost me dearly.The attachments included above have my correspondence with the president of Exodus, Ilan L[redacted], the VP of Exodus, Lisa B[redacted], and the pre-move documentation from Nancy C[redacted], the moving coordinator with whom I was working. Below in the response from Lisa B[redacted], VP of Exodus, I have inserted rebuttals as I feel this is the easiest way for you to follow this. I also have included my previous communication via email. All along, I remained respectful and accommodating, yet honest. I expected upholding the reputation of their company would have been important for them and to make things right.I appreciate your help and interest in reopening this case. That a professional company could respond with such lack of caring and integrity needs to be documented. If I could recoup any of the rest of the money I gave to them, it would be a huge help to me, but honestly, I feel that Ilan’s constant attempts to weasel out of paying me from the very first contact is shameful. Contacting you was my last resort to turn this situation upright. I have photographs of the damage done by Exodus during this move if you would like me to send them along.Sincerely,[redacted] Dear [redacted],[redacted] hired Exodus to move her belongings from [redacted] to [redacted]. Because she was not local we did her estimate via email and phone conversations. I had researched Exodus, had a personal reference from a friend who used them, and was in close contact with Nancy in their office before the movers arrived. All was well before the truck arrived.Any time a move occurs during the dead of winter there are always challenges, especially when antiques or sensitive items are involved. Additionally, moving, no matter what the circumstances is difficult even in the best of times. I agree. Because of this, I took out $400 extra insurance to cover any possible damages as recommended by the company - which was wasted money. If this much damage was to be expected, I would have waited, but the move was a series of unfortunate circumstances - one after the other from the moment the truck arrived in [redacted] until its arrival at my home in Wyoming weeks later, both incidentally, Sundays.We did provide a $200 discount immediately for the inconvenience of receiving her shipment late in the day. This delivery was already extended a week or so by Exodus to accommodate their schedule so that they could deliver to [redacted], Wyoming, on the same trip. Again, I agreed to help make things easier on them. Not only did the truck arrive a day later than the already extended delivery date, but because of the cold weather, the drivers, delivering the [redacted] load, arrived in [redacted] at the time they had promised and were expected to be at my house. The driver called and was surprised; he wondered how they ended up there first and asked how I get from Colorado to Wyoming. Do they not have their delivery directions before hitting the road? Due to this, I again agreed to delivery later in the day, but their early afternoon time passed without them. Apparently their help did not show up in [redacted] which made for a long unload for the driver and assisting man. They arrived at my house admittedly exhausted just minutes before dark and in very cold weather. I had spoken with Nancy C[redacted] moments before they arrived and asked to delay the delivery until morning due to the late hour and cold; we had just settled on that when she said that they were now just a few miles away and it would be better to deliver as the driver had to go out from Ft Collins again in a day or so. Because I live in the country, we had only the outside light and garage lights to help. The inside of the truck was completely dark and the Exodus employees were using flashlights to find items and unload. After less than two hours of unloading and my discovery of so many damaged boxes and pieces of furniture, the driver and other local gentleman began to hurry and just unload in the middle of the garage instead of where we asked. When I asked them about their sudden rush, (which included dropping a drawer out of an antique table onto the gravel driveway and pulling apart the tops of two dressers,) they said, “Yes, ma’am. We need to get back to Fort Collins tonight as the driver has to turn around and go right out again.” Again - for the convenience of Exodus I took the brunt. With that, we were left with the last of the unload to deal with and move around ourselves - which is why, at this point in life we hired the “professionals”.After the move, [redacted] reported the damage to Nancy C[redacted], her move coordinator. Brian G[redacted], our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, 2016. As of today, she has not returned the claim form. I have the form; I was told by Lisa B[redacted] that it needn’t be sent since I accepted the claim.Regardless of this fact, Ilan L[redacted], President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation. When I began to explain the extent of damage, Ilan did not want me to make the claim as according to him, his premiums would go up too high if I did and that would cause him problems. He did not want to deal with all of the damage, picking and choosing what he would allow to be covered. Remember, I paid $400 for a no-deduction insurance policy which now Ilan was not honoring.He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that. Considering that Exodus had just delivered my parents’ estate contents with such extensive damage, trusting the same company to reload, transport, and redeliver did not seem like an option, she wanted us to offer a cash settlement as quickly as possible. That is an overstatement. With a now huge credit card bill due to the move, I was in a bind. Yes, I did want to get this behind me, but Exodus and Ilan, (through Lisa,) kept pushing me to settle. It became an issue of how much with Ilan calling Lisa from wherever he was overseas to settle quickly. I told Ilan that my credit card told me to dispute the charges and that I had a strong case; Ilan became very angry saying that if I did that, our conversations were over. Again, I was trying not to make waves and settle like adults between a business and customer. During that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim Again, when I asked about it, Lisa told me it didn’t need to be sent if we settled or any other documentation regarding the value of the pieces, or cost estimates for repairs). This information was never requested of me. The folks at Exodus are the professionals who do this every day; this was my first time ever through this. I believe that they should have asked. That information was available at the time and still is. It was not requested. Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill. We can provide that proof if necessary. Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full. 40% would calculate to $3191.43Ilan did not agree to my request of 40% at $3191.43. December 14 was a Wednesday. On Saturday, December 17 Ilan asked that I call her and ask if she would accept a cash settlement of $2500. (with the $200 discount given on delivery, total is $2700.00) Remember that I also paid $400 for the extra insurance that I was encouraged to buy. So that takes the total down to $2300.00 as I lost my insurance payment. Again, keeping in mind we have never received the claim document, nor estimates for repair. And again keeping in mind that I was told sending this document was not necessary nor being asked for repair estimates. I live in rural Wyoming - getting repair estimates requires transporting the furniture to a larger town. In December/January, the weather in Wyoming was extremely cold and the two Interstates necessary to get them somewhere for the estimates was not feasible. Ilan and Lisa both were pushing for settlement as well - which didn’t allow me time to get that accomplished. I thought I had covered all my bases with this move; who would have expected damages to this extent?She indicated to me that she would accept the $2500 but needed it quickly as her credit card bill would be coming soon. …with already the large amount I had put on my card to pay Exodus, I had to find the money to make the payment. That was the crux of the quick settlement on my end. I offered to send it via ACH if she would provide me her bank information – which she did - again for ease of Exodus. Had I had Lisa send the check, I might have had the time to process and NOT have cashed it. I believe the push for auto deposit by Lisa, (“Oh, better and faster than snail mail,” she said,) was another way to slip in the end to this situation. I initiated the transfer on Monday, December 19 and the money was sent that day. I forwarded to her the confirmation from the bank once the transfer was made. She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement. I have saved the message on my phone. Yes, I did. Again, trying to keep the peace with Exodus. She did settle in a straightforward manner, but I still lost in a huge way. On December 21, she sent me an email indicating she had received the funds on December 20. I have that email as well and can provide it if needed. Yes, I did do that.At that time, Exodus considered this matter closed. And I am living with three generations of family antiques in shambles, many which had been refinished, caned, re-upholstered, and worked on by my parents, and I’m afraid are now nearly valueless. I don’t even know where to begin to find folks who can repair the damage in my area - from an 1800’s grandfather clock, a wall clock (neither of which work now,) to two rocking chairs with completely broken rungs, to a hutch top pulled off and broken, to name a few.
[redacted]
[redacted]
[redacted]
[redacted] [redacted]Dear [redacted],I would like to refer to an email from Carrie L[redacted] dated October 26, 2017 stating; 1) Exodus would pay for half of the cost of moving the safe and 2) [redacted] is the Insurance Company of Exodus. I also have a letter dated September 6, 2017 from [redacted], [redacted] Claims Attorney, stating [redacted] is not the cargo insurance carrier for Exodus. I would like to know, did Exodus ever have cargo insurance on our goods covering the dates of our move and can Exodus show us proof of the insurance they charged us for? We paid $1450 for insurance and we believe Exodus did not purchase carrier insurance on our behalf, we think they simply pocketed the money. It should be a simple matter for Exodus to show who they purchased the insurance from. We are entitled to have these questions answered. We think there never was insurance purchased to cover damages to our property, we think Exodus simply kept out insurance money and that is why Exodus wants all other claims closed and settled. Maybe we are wrong but until we see proof of insurance and what carrier it was with we won’t know. We’re looking at additional losses of $400. for one half of the safe moving fee and $1450. for insurance that we believe was never purchased. Before we make the settlement final these things need to be considered. We can’t continue to absorb all of these costs, it’s a lot of money to us.Thank you for your help,[redacted] & [redacted]
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Because I did accept their original offer, (which I strongly believe I should NOT have done under my circumstances which had included several life changes within the past three years including suddenly leaving my career of over 34 years, moving out of state, accepting the responsibility as sole caretaker for two parents in Hospice services at the same time, losing both parents, selling their home, and having to move 61 years of their lives together in a very short time,) I do know that legally, I am responsible. The amount allowed by the arbitration is $800 above what I have been paid, and at this point, I need to move forward. The crux of this whole issue concerns integrity, honesty, and responsibility - none of which I believe that Ilan, the president of Exodus Moving and Storage, is capable of. From the start, he refused to take full responsibility for this incident caused by circumstances not beyond his company's control, and from the first phone call complained and argued about repairing all the damages. My point in pursuing this was to point out the incompetent service from the time of pick up to delivery, the comedy of errors caused by Exodus Moving and Storage from the morning of pick up, and Ilan's lack of integrity, honesty, and responsibility. How he lives with himself running Exodus as he does, how he keeps employees who complained incessantly during the move, and accepts drivers who are incapable of managing their trucks, ignore photographs of the destination and yard sent ahead of time, and on both pickup and delivery did not have a clue as to where they were (from 1/4 mile to 220 miles off,) to ignoring personal requests, is beyond my comprehension. It is my hope that this incident will be documented with Revdex.com and will make a difference so that Exodus Moving and Storage will behave professionally should an incident such as this happen in the future. I will live with the damage caused by Exodus for the rest of my life and that of the next generations. I am deeply hurt by the lack of responsibility by Ilan from the moment of delivery when I discovered the extent of so much unnecessary and major damage. How disrespectful of Ilan to treat my parents' estate, me, and my family as he did. I trusted in the reputation of Exodus Moving and Storage. My error.To the Revdex.com - thank you for your help, time, and work on my behalf. Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Thank you for your masterful and eloquent response. We continue to disagree with your statements. You continue to twist the facts and lie. We disagree with the balance due. We sent you a signed claim form and itemized list the first week of October 2017 and on December 7, 2017 we sent you a copy of the signed claim form and itemized list through the Revdex.com. We have two questions; 1) Are you going to pay for moving the safe? -yes-no- 2) Does the satisfaction of account balance of $2344.21 allow a claim to be filed for lost, damaged and replacement of our personal property? -yes-no- We expect an immediate response to the two questions so we may have an immediate reply with time to spare before December 29, 2017.
Regards,
[redacted]
Mr. and Mrs. [redacted],As a business regulated by the Department of Transportation and the Federal Motor Carriers Safety Administration, Exodus Moving & Storage, Inc. is bound to adhere to the stated regulations. The brochure “Your rights and responsibilities when you move” was furnished to you, as required by federal law, in your initial packet of information. As stated, you must first work to resolve your own loss and damage and/or moving charge disputes with Exodus. Once these terms are met and should you believe that this matter is not satisfactorily resolved, you then have the right to request arbitration to settle any dispute.You entered into a contractual agreement with Exodus Moving & Storage, Inc and are bound by that agreement. These terms require a completed, signed claim form and full payment of services before Exodus can make its final offer of resolution. Again, if you believe the offered resolution is not to your satisfaction, you then have the right to request arbitration to settle the dispute.In response to your direct questions in your last communication: Exodus does not agree to pay for your safe to be moved from your garage to another location in your home. Per the terms and conditions of your contract, if you pay the balance due in full of $2,344.21 you may then proceed with filing a claim for lost or damaged items. It is our sincere desire that we can reach a mutually agreeable resolution by December 29, 2017. Tell us why here...
Dear [redacted], [redacted] hired Exodus to move her belongings from [redacted] to [redacted]. Because she was not local we did her estimate via email and phone conversations. Any time a move occurs during the dead of winter there are always challenges, especially when...
antiques or sensitive items are involved. Additionally, moving, no matter what the circumstances is difficult even in the best of times. We did provide a $200 discount immediately for the inconvenience of receiving her shipment late in the day. After the move, [redacted] reported the damage to Nancy C[redacted], her move coordinator. Brian G[redacted], our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, 2016. As of today, she has not returned the claim form. Regardless of this fact, Ilan L[redacted], President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation. He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that. Instead, she wanted us to offer a cash settlement as quickly as possible. During that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim for or any other documentation regarding the value of the pieces, or cost estimates for repairs). Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill. We can provide that proof if necessary. Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full. 40% would calculate to $3191.43 December 14 was a Wednesday. On Saturday, December 17 Ilan asked that I call her and ask if she would accept a cash settlement of $2500. (with the $200 discount given on delivery, total is $2700.00) Again, keeping in mind we have never received the claim document, nor estimates for repair. She indicated to me that she would accept the $2500 but needed it quickly as her credit card bill would be coming soon. I offered to send it via ACH if she would provide me her bank information – which she did. I initiated the transfer on Monday, December 19 and the money was sent that day. I forwarded to her the confirmation from the bank once the transfer was made. She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement. I have saved the message on my phone. On December 21, she sent me an email indicating she had received the funds on December 20. I have that email as well and can provide it if needed. At that time, Exodus considered this matter closed.
Dear Mr& Mrs [redacted] ,Please find attached our Certificate of Insurance with [redacted] Insurance as well as our Certificate of Insurance with [redacted] Insurance Our insurance policy year begins on September 1st and ends on August 31st each year When your move began, we were under coverage with [redacted] Insurance This policy ended on August 31, On September 1, our new coverage with [redacted] began.Your move is unusual in that one trailer was delivered while we were insured under [redacted] and the second trailer was delivered while insured under [redacted] [redacted] made the true statement on September that [redacted] was not our carrier You will see that with both carriers we have a Cargo limit of $500,per occurrence However, the household belongings being transported are covered under "Valuation" which is NOT insurance Valuation represents the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possessionPlease refer to the letter sent to you by AMSA (American Moving & Storage Association) Exodus Moving & Storage is under Federal Law when dealing with damage claims As stated in the letter, the Carmack Amendment, a subpart of the Interstate Commerce Act, govern our liability for claims We are not required to settle claims or enter into arbitration until such time as the outstanding freight charges have been paid.However, with the help of the Revdex.com we came to an agreement which we believed was mutually agreeable We consider this matter closed Again, we do wish you well in your new home
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted] I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaintI have decided to pursue legally or via other avenuesBecause I did accept their original offer, (which I strongly believe I should NOT have done under my circumstances which had included several life changes within the past three years including suddenly leaving my career of over years, moving out of state, accepting the responsibility as sole caretaker for two parents in Hospice services at the same time, losing both parents, selling their home, and having to move years of their lives together in a very short time,) I do know that legally, I am responsible The amount allowed by the arbitration is $above what I have been paid, and at this point, I need to move forward The crux of this whole issue concerns integrity, honesty, and responsibility - none of which I believe that Ilan, the president of Exodus Moving and Storage, is capable of From the start, he refused to take full responsibility for this incident caused by circumstances not beyond his company's control, and from the first phone call complained and argued about repairing all the damages My point in pursuing this was to point out the incompetent service from the time of pick up to delivery, the comedy of errors caused by Exodus Moving and Storage from the morning of pick up, and Ilan's lack of integrity, honesty, and responsibility How he lives with himself running Exodus as he does, how he keeps employees who complained incessantly during the move, and accepts drivers who are incapable of managing their trucks, ignore photographs of the destination and yard sent ahead of time, and on both pickup and delivery did not have a clue as to where they were (from 1/mile to miles off,) to ignoring personal requests, is beyond my comprehension It is my hope that this incident will be documented with Revdex.com and will make a difference so that Exodus Moving and Storage will behave professionally should an incident such as this happen in the futureI will live with the damage caused by Exodus for the rest of my life and that of the next generationsI am deeply hurt by the lack of responsibility by Ilan from the moment of delivery when I discovered the extent of so much unnecessary and major damage How disrespectful of Ilan to treat my parents' estate, me, and my family as he did I trusted in the reputation of Exodus Moving and Storage My error.To the Revdex.com - thank you for your help, time, and work on my behalfRegards, [redacted]
[redacted] [redacted] Dear [redacted] ***,I would like to refer to an email from Carrie L [redacted] dated October 26, stating; 1) Exodus would pay for half of the cost of moving the safe and 2) [redacted] is the Insurance Company of ExodusI also have a letter dated September 6, from [redacted] ***, [redacted] Claims Attorney, stating [redacted] is not the cargo insurance carrier for ExodusI would like to know, did Exodus ever have cargo insurance on our goods covering the dates of our move and can Exodus show us proof of the insurance they charged us for? We paid $for insurance and we believe Exodus did not purchase carrier insurance on our behalf, we think they simply pocketed the money It should be a simple matter for Exodus to show who they purchased the insurance from We are entitled to have these questions answeredWe think there never was insurance purchased to cover damages to our property, we think Exodus simply kept out insurance money and that is why Exodus wants all other claims closed and settled Maybe we are wrong but until we see proof of insurance and what carrier it was with we won’t know We’re looking at additional losses of $for one half of the safe moving fee and $for insurance that we believe was never purchased Before we make the settlement final these things need to be consideredWe can’t continue to absorb all of these costs, it’s a lot of money to us.Thank you for your help, [redacted] & [redacted]
Dear ***, [redacted] hired Exodus to move her belongings from [redacted] to [redacted] ** Because she was not local we did her estimate via email and phone conversations Any time a move occurs during the dead of winter there are always challenges, especially when antiques or sensitive items are involved Additionally, moving, no matter what the circumstances is difficult even in the best of timesWe did provide a $discount immediately for the inconvenience of receiving her shipment late in the day After the move, [redacted] reported the damage to Nancy C***, her move coordinator Brian G [redacted] , our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, As of today, she has not returned the claim formRegardless of this fact, Ilan L***, President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that Instead, she wanted us to offer a cash settlement as quickly as possibleDuring that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim for or any other documentation regarding the value of the pieces, or cost estimates for repairs) Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill We can provide that proof if necessary Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full 40% would calculate to $December was a Wednesday On Saturday, December Ilan asked that I call her and ask if she would accept a cash settlement of $ (with the $discount given on delivery, total is $2700.00) Again, keeping in mind we have never received the claim document, nor estimates for repair She indicated to me that she would accept the $but needed it quickly as her credit card bill would be coming soon I offered to send it via ACH if she would provide me her bank information – which she did I initiated the transfer on Monday, December and the money was sent that day I forwarded to her the confirmation from the bank once the transfer was made She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement I have saved the message on my phoneOn December 21, she sent me an email indicating she had received the funds on December I have that email as well and can provide it if neededAt that time, Exodus considered this matter closed
Mrand Mrs [redacted] ,As a business regulated by the Department of Transportation and the Federal Motor Carriers Safety Administration, Exodus Moving & Storage, Incis bound to adhere to the stated regulations The brochure “Your rights and responsibilities when you move” was furnished to you, as required by federal law, in your initial packet of information As stated, you must first work to resolve your own loss and damage and/or moving charge disputes with Exodus Once these terms are met and should you believe that this matter is not satisfactorily resolved, you then have the right to request arbitration to settle any dispute.You entered into a contractual agreement with Exodus Moving & Storage, Inc and are bound by that agreement These terms require a completed, signed claim form and full payment of services before Exodus can make its final offer of resolution Again, if you believe the offered resolution is not to your satisfaction, you then have the right to request arbitration to settle the dispute.In response to your direct questions in your last communication: Exodus does not agree to pay for your safe to be moved from your garage to another location in your home Per the terms and conditions of your contract, if you pay the balance due in full of $2,you may then proceed with filing a claim for lost or damaged items It is our sincere desire that we can reach a mutually agreeable resolution by December 29, Tell us why here
Complaint: ***
I am rejecting this response because: Respectfully, I continue to stand by my previous statements of legitimate concern and lack of responsibility by ExodusI am requesting either: a full refund of the remainder of the move or Exodus to pick up, have repaired, and returned all pieces damaged in their handling of my move from *** to Wyoming. As a business which should be concerned with reputation and doing what is right by the customer, I agree that the damage and the circumstances were not ideal, but I do believe that both were within the control of Exodus and should have been prevented had the load in their care been the priority. Under the circumstances of the temperatures and freezing diesel fuel, it was definitely a decision Exodus should have made for the benefit of all involved - customer, driver, and the company itself, to delay the delivery by an additional day or two until the weather conditions improvedMy delivery had already been delayed by over a week for the convenience of the company; certainly another day or two for the safety of all involved and the cargo would have been commendable. Communication about an “exclusive” move - and the costs - were never brought up to me as a possibility. Multiple shipments do make sense under circumstances, which this move most definitely WAS NOTThis wasn’t a difficult move. Putting one shipment with another and making two deliveries On the delivery end, (the pickup was another story in itself) the problems arose when: The truck left for Wyoming in admittedly (by Exodus) “weather conditions which were brutal.” Who puts employees and clients in that position? The drivers did NOT have a planned route that delivered my load first in the morning as promised by Exodus, resulting in making my delivery second in the day and happening at night and in very cold temperatures. 3. A great deal of difficulty (as admitted by the driver,) of getting the semi out of the *** location and turned around(Thus, a problem for the remaining load as they jostled the truck for a good length of time (as admitted by the driver,) to get back on the road. Driver NOT knowing where he was at sundown when just several miles from my home. Driver and three assistants in a hurry to get my load unloaded and back to FtCollins that same night (a 5-hour drive which would put them in around midnight from the time that they left my home,) so the driver could turn around and go right back out on the road, (as admitted by the driver and his assistant.) In addition to whatever happened during the drive to cause so much damage to furniture and boxes, the careless handling of furniture during the unload; unloading quickly in the last minutes and not being upfront with the damage, i.e.: placing screws, pieces of furniture quickly off to the side on the mower before inspections by my husband and me could be made.) I was willing to go through Exodus’s regular claims process at the start until Ilan began to pick and choose what he would allow me to claim, whined about his insurance premiums going too high should I claim to the extent of the damage which had occurred, and his anger when I said I would dispute the charges on my card - which I have never even thought of doing in my life, but in retrospect, should have done so Because this was a huge move, I was unable to pay my monthly balance as I usually do. To say that this was an “urgent request” by me is an overstatementMy two-years care-taking for my parents, dealing with both their deaths within months, selling their house in an unusually short time and thus, needing to move quickly, and the calamity of the whole move from pick up in *** to delivery in Wyoming had all taken their toll on me. The myriad of blunders with the Exodus move from start to finish on top of Ilan’s lack of responsibility as company president, his anger toward me by the situation caused by Exodus, and in wanting to settle the situation that never should have happened due to his company, I believe is their responsibility to make rightExodus took advantage of my emotional situation in offering far less than the worth of the estate as a settlement. I was told NOT to complete the claim form; previously Exodus claimed that it was my neglect that it wasn’t given to them. Nor was their a request for any estimate from the recent appraisal requested even tho I told them I had itI felt pushed to settle as Exodus wasn’t willing to consider all the damage that they did. I am honest; I explained to Ilan that there were two pieces with damage that had occurred over the years prior to the move (and to my own years,) and would not ask for any of that to be repaired by them. The president, Ilan, wasn’t agreeable to this and argued about the cost of repairs and his insurance premiums going up if he covered the damage caused while in Exodus’s care. The cash settlement to “settle credit card debt” was only the debt of the moveHad I known I would have to pay a professional company to cause the amount of damage done on top of losing the value of so much of my family’s antique heritage, I certainly would have made the move myself rather than hiring the “professionals.” Yes, it always comes down to perspective. Mine is that rather than behave reasonably and responsibly, Exodus took advantage of my personal situation. Apparently, while “disturbing to all of us at Exodus when a shipper is not satisfied,” Exodus is not willing to make the situation right by the customer, regardless of a minimum payment that they know does not begin to cover the damages and loss in value that incurredNo special requests beyond not to transfer my load to another truck were made, and that only after it was in Colorado and I was informed delivery would be delayed to be combined with another shipment. With Exodus’s record of years of satisfied customers, I would first question that I am the only move that was disastrous, and second, I question why then, they would not want to continue their clean record and make this right Pictures are available - the same as I sent to Exodus from the start. Regards,
*** ***
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Revdex.comAttn: *** ***Dear ***,Thank you for assisting me in addressing the concerns of Mr& Mrs*** and reaching an agreement. In this regard, is it possible for the Revdex.com to request on our behalf a confirmation from Mr& Mrs*** that they understand once the check from Exodus Moving & Storage is endorsed that all claims for damages against Exodus Moving & Storage are settled in full? Specifically, upon the receipt of certified funds in the amount of $2,500.00, Mr& Mrs*** agree that their claim for damage as well as any other claims against Exodus are settled and closed. In turn, Exodus will remove the remaining balance on their account and provide a paid in full receipt. Additionally, no further action, legal or otherwise, will be pursued by Exodus or by Mr& Mrs*** regarding this matter.Best wishes,Lisa B***Vice PresidentExodus Moving & Storage, Inc.***
Respectfully, Exodus continues to stand by our original statements.We agree that the damage done to ***'s items during the course of her move is not acceptable In no way do we believe that the circumstances of her move were ideal The temperature at the time was below zero which caused numerous problems, not only with the diesel fuel freezing, but also with our professional movers doing their best (per their training) in conditions which anyone would find brutal.Unless a shipper is willing to pay for an "exclusive" move, every moving company will do their best to coordinate multiple shipments on one truck in order to make things the most cost effective for the shipper, and most profitable for the company This coordination brings many dynamic parts into play which must all come together perfectly to make a move happen with a hitch.Exodus rarely settles damage claims for cash, and normally go through the regular claims process whereby the shipper submits their claim, we forward it to our insurance carrier and it is dealt with by them However, it became clear to Ilan that *** herself wanted to settle the matter urgently prior to her credit card bill coming due Exodus went above and beyond by coming into the office on a Saturday to initiate a money transfer to accommodate ***'s urgent request.When Lisa became involved with the communication between *** and Ilan regarding the cash settlement, there was no need for *** to take the time and effort to complete the claim form as the matter was to be closed for an agreed upon cash amount It is ***'s perspective, not ours, that she was being "pushed" to settle We agreed to the cash settlement because this was clearly her desire in order to settle her credit card debt Had she stated she was not interested in a cash settlement, and that she wanted to go through the channels, we would have absolutely complied We agreed to, and made payment to her in the most rapid manner possible to accommodate her deadline to make her credit card payment Had we known this was not her desired outcome, we never would have sent the payment of $2500.It is disturbing to all of us at Exodus when a shipper is not satisfied It is always our intention to provide the best possible move experience - including accommodating special requests made by shippers Exodus is a local, independent, family owned, Colorado-based moving and storage company with over twenty years of satisfied customers ***'s move is a very unfortunate situation for all concerned
Complaint: ***
I am rejecting this response because:
Regards,
*** ***We, *** and *** ***, had the highest hopes our move from Bailey Colorado to Stockton Springs Maine, with Exodus Moving and Storage would have gone without any complications. But unfortunately, the experience was less than satisfactory. We have had numerous phone calls, letters and email communications which have not resolved our differences.These differences included many areas especially the paying of the remaining balance on the account. We do not trust Exodus Moving and Storage. We do not agree that there is any balance due.In response to the offer of $to resolve our dispute we would like to be reimbursed $for moving the safe. We will ask Exodus Moving and Storage to initiate the insurance claim process that will cover the damages to our property, as well as replacement of items that cannot be repaired and lost items listed in the damage and claims form. Separate from the insurance claim the final settlement should equal $5715.44.A Fax will be sent on December 7, which will include a Damage and Claim Form sent to Exodus in October, and supplemental letters and emails to and from *** and *** ***, Exodus Moving and Storage and *** Insurance Company.*** and *** ***
Revdex.com:To: *** ***,
We have accepted the offer that Exodus made as follows:
$to satisfy the account balance we supposedly owe, the repair to the
ATV, and the $2500.00. We are asking
that Exodus send us $and a receipt showing the account balance is paid
in full without further delay. We expect
the check and the receipt showing balance is paid in full to arrive together in
a timely manner. This situation has been
ongoing since August of so as one would expect we are more than anxious to
see this matter closed so we can move on with our life. We still have no trust in Exodus as they have
continued to embellish and twist the truth in an effort to place themselves in
a better light. We don’t want any
further delays or stipulations from Exodus about anything… the time for
discussion has past. It’s time to end
all of their rhetoric and move on
We were unable to negotiate anything with Exodus until you
gave us your assistance. It has been a
pleasure to work with you
Thank you again for your assistance
*** & *** ***
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***
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*** *** *** *** * *** *** *** *** *** *** ***,We would like to thank you very much in this process with Exodus Moving and Storage. We are and always will be completely dissatisfied with Exodus. The very poor customer service, dishonesty, and lies of Exodus employees are unforgiveable. Ilan L***, Greg W***, James S***, Tom, Sergio, and Shelby should be extremely ashamed of their actions, conduct and liesBut maybe this is all they are capable of. Somewhere in the Exodus organization there are good people. The conduct and the way we were treated comes directly from the owner, Ilan L***. We decided to pay them in cash, once they got the money it was all downhill from there. We paid $for 100% insurance coverage which we cannot use. If we paid the balance due we are 100% sure the fight would continue to get our destroyed, damaged, and lost property issues resolved. We would strongly suggest to any future customer who has any kind of move and cares about property to look to someone else and pay only by credit cardGet every detail in writing and in the contract, if not, you will be sorry, especially if you deal with Greg W***. Ilan L*** and the Exodus crew that served us, hang you head in shame. Thank you to the few crew members of Exodus that tried hard in our move a good experience.Respectfully,*** and ***
We believe there is a misunderstanding by Mrs. [redacted] with regards to the Valuation Option chosen for the move. Moving companies are not licensed to sell insurance. We are able to offer "valuation" to our shippers which allows them to value their items against loss or damage. No...
where on any document or contract printed or presented by Exodus Moving & Storage, Inc. is the word "insurance" printed. They may choose to value their entire shipment (called Option A Valuation by Exodus) or select up to 10 items (called Option B Valuation by Exodus). If neither Option A or B are chosen, then the entire shipment is covered by Option C which values each piece at 60 cents per pound per item. When either Option A or B is chosen, Exodus reserves the right to attempt repair on any damaged item before replacement. Mr. [redacted] worked with our movers and selected Option B. Their inventory list is attached. You will see he chose to value 8 items, listing each with their individual values, for a total value of $33,500. One of these items was a ceramic stove located in an upstairs room. This stove he valued at $3000. There was also a second identical stove in the basement which was not included.When our movers went into the basement to move the items, this second stove was there with the main body wrapped in bubble wrap. The three legs were not attached and were lying loose on top of the stove. One of the legs was broken. Neither Mr. nor Mrs. [redacted] were at the home at the time this was discovered, so our movers were not able to show them personally. However, the owner of our company, Ilan L[redacted] happened to stop by to see how the move was going and called Mr. [redacted] himself to let him know the leg was found broken and that all three were wrapped in brown paper and placed with the bubble wrapped stove for transport. Exodus is committed to 100% customer satisfaction and we are willing to repair the leg even though we did not break it, nor was it part of their Option B Valuation.
Dear Mr. & Mrs. [redacted],Please find attached our Certificate of Insurance with [redacted] Insurance as well as our Certificate of Insurance with [redacted] Insurance. Our insurance policy year begins on September 1st and ends on August 31st each year. When your move began, we were under coverage with [redacted] Insurance. This policy ended on August 31, 2017. On September 1, 2017 our new coverage with [redacted] began.Your move is unusual in that one trailer was delivered while we were insured under [redacted] and the second trailer was delivered while insured under [redacted]. [redacted] made the true statement on September 6 that [redacted] was not our carrier. You will see that with both carriers we have a Cargo limit of $500,000 per occurrence. However, the household belongings being transported are covered under "Valuation" which is NOT insurance. Valuation represents the amount of liability a moving company will accept for the value of your goods if damaged or lost while in their possession. Please refer to the letter sent to you by AMSA (American Moving & Storage Association). Exodus Moving & Storage is under Federal Law when dealing with damage claims. As stated in the letter, the Carmack Amendment, a subpart of the Interstate Commerce Act, govern our liability for claims. We are not required to settle claims or enter into arbitration until such time as the outstanding freight charges have been paid.However, with the help of the Revdex.com we came to an agreement which we believed was mutually agreeable. We consider this matter closed. Again, we do wish you well in your new home.
We, at Exodus Moving & Storage, are very concerned that Mr. and Mrs. [redacted] had a less than an extraordinary experience with our company. We are a locally owned moving and storage company with over twenty-one years of satisfied customers. Our success is based on providing our...
customers with excellent service. As an industry governed by the Department of Transportation and the Federal Motor Carriers Division, Exodus Moving & Storage is bound by the regulations set forth in regard to claims. The completed claim form and full payment of services is required before the damage claim can be settled. We initiated the claim process soon after the arrival of the shipment on August 26th but were soon delayed in resolving the issues due to Mr. and Mrs. [redacted] not returning the claim paperwork nor paying the remaining balance on their account. We communicated regularly with Mr. and Mrs. [redacted] regarding their move experience and resolution of any damages their belongings sustained. The [redacted] satisfaction is paramount to our company to the extent that our owner provided the [redacted]’s with his personal mobile phone number. In an effort to move the process forward, we chose to escalate the process to our insurance carrier in the hopes [redacted] Insurance would be able to further the process. We were notified by [redacted] that the claim form was finally received on Monday, November 6, however the remaining balance due was not paid. We understand that moving is very stressful and often overwhelming and this experience is very emotional for the [redacted] Family. We whole-heartily believe that we can achieve a mutually agreeable settlement with the [redacted] family, although we do not agree with Mr. and Mrs. [redacted]’s account of the move. To bring this situation to an acceptable resolution, we are offering, in good faith, a cash settlement of $2,500 in addition to the payment of $171.23 to replace the 4-wheeler’s old battery (even though we disagree that the need for the battery was caused by the move), and forgiveness of the remaining account balance of $2,344.21. The proposed final settlement equals $5,015.44. We sincerely wish Mr. and Mrs. [redacted] the best in their new home.
Dear [redacted],First, thank you for calling the other day. I do appreciate your call back. When we left for our trip on January 14, 2017, I did not realize the dependency on email, phones, and Internet. For sure being without has been problem for me in this situation. Thank you for reopening this case as well as giving me a few days to respond.I’m not sure where to begin with all this so perhaps my correspondence with Exodus will be enough - perhaps more than enough. The situation is still very emotional, as truly, the damage done by Exodus took away the value of my parents’ antiques - thus, taking my inheritance value down to nearly nothing, not to mention the havoc it has created over the emotional value of these pieces. When accepting the check from Exodus, I hadn’t had the time to realize the extent of their damage, the huge cost which will incur on my end, and the overall loss in value. Between what I paid Exodus to deliver and damage my parents’ antiques and the loss in value, I estimate looking at a total of close to $10,000. That’s a lot of money for me. As I told you on the phone, I did knowingly accept their offer, but was (and am) still quite emotional over it all and didn’t realize the amount of damage done as I still was unpacking at that time. I had been in [redacted] for 2 1/2 years as the sole caretaker for my parents; this was my first experience ever dealing with losing both parents, and in two months time, selling a home, (theirs), cleaning out 61 years of collecting, hiring movers, and making the actual move. The house sold within 24 hours of going on the market so time was definitely of the essence. That said, I did research, ask others, and make many phone calls before choosing and hiring Exodus. My dad and mum entrusted me with their lives as a caretaker and with the care of their legacies, and I in turn, entrusted Exodus with the care of moving it to Wyoming.All along the timeline of this move, I made adjustment after adjustment in delivery days and time to accommodate Exodus with both the pick up and delivery. I agreed to every change that they requested to make it easier on their schedules. Something I now regret. Putting myself first doesn’t come easily - and that I didn’t cost me dearly.The attachments included above have my correspondence with the president of Exodus, Ilan L[redacted], the VP of Exodus, Lisa B[redacted], and the pre-move documentation from Nancy C[redacted], the moving coordinator with whom I was working. Below in the response from Lisa B[redacted], VP of Exodus, I have inserted rebuttals as I feel this is the easiest way for you to follow this. I also have included my previous communication via email. All along, I remained respectful and accommodating, yet honest. I expected upholding the reputation of their company would have been important for them and to make things right.I appreciate your help and interest in reopening this case. That a professional company could respond with such lack of caring and integrity needs to be documented. If I could recoup any of the rest of the money I gave to them, it would be a huge help to me, but honestly, I feel that Ilan’s constant attempts to weasel out of paying me from the very first contact is shameful. Contacting you was my last resort to turn this situation upright. I have photographs of the damage done by Exodus during this move if you would like me to send them along.Sincerely,[redacted] Dear [redacted],[redacted] hired Exodus to move her belongings from [redacted] to [redacted]. Because she was not local we did her estimate via email and phone conversations. I had researched Exodus, had a personal reference from a friend who used them, and was in close contact with Nancy in their office before the movers arrived. All was well before the truck arrived.Any time a move occurs during the dead of winter there are always challenges, especially when antiques or sensitive items are involved. Additionally, moving, no matter what the circumstances is difficult even in the best of times. I agree. Because of this, I took out $400 extra insurance to cover any possible damages as recommended by the company - which was wasted money. If this much damage was to be expected, I would have waited, but the move was a series of unfortunate circumstances - one after the other from the moment the truck arrived in [redacted] until its arrival at my home in Wyoming weeks later, both incidentally, Sundays.We did provide a $200 discount immediately for the inconvenience of receiving her shipment late in the day. This delivery was already extended a week or so by Exodus to accommodate their schedule so that they could deliver to [redacted], Wyoming, on the same trip. Again, I agreed to help make things easier on them. Not only did the truck arrive a day later than the already extended delivery date, but because of the cold weather, the drivers, delivering the [redacted] load, arrived in [redacted] at the time they had promised and were expected to be at my house. The driver called and was surprised; he wondered how they ended up there first and asked how I get from Colorado to Wyoming. Do they not have their delivery directions before hitting the road? Due to this, I again agreed to delivery later in the day, but their early afternoon time passed without them. Apparently their help did not show up in [redacted] which made for a long unload for the driver and assisting man. They arrived at my house admittedly exhausted just minutes before dark and in very cold weather. I had spoken with Nancy C[redacted] moments before they arrived and asked to delay the delivery until morning due to the late hour and cold; we had just settled on that when she said that they were now just a few miles away and it would be better to deliver as the driver had to go out from Ft Collins again in a day or so. Because I live in the country, we had only the outside light and garage lights to help. The inside of the truck was completely dark and the Exodus employees were using flashlights to find items and unload. After less than two hours of unloading and my discovery of so many damaged boxes and pieces of furniture, the driver and other local gentleman began to hurry and just unload in the middle of the garage instead of where we asked. When I asked them about their sudden rush, (which included dropping a drawer out of an antique table onto the gravel driveway and pulling apart the tops of two dressers,) they said, “Yes, ma’am. We need to get back to Fort Collins tonight as the driver has to turn around and go right out again.” Again - for the convenience of Exodus I took the brunt. With that, we were left with the last of the unload to deal with and move around ourselves - which is why, at this point in life we hired the “professionals”.After the move, [redacted] reported the damage to Nancy C[redacted], her move coordinator. Brian G[redacted], our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, 2016. As of today, she has not returned the claim form. I have the form; I was told by Lisa B[redacted] that it needn’t be sent since I accepted the claim.Regardless of this fact, Ilan L[redacted], President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation. When I began to explain the extent of damage, Ilan did not want me to make the claim as according to him, his premiums would go up too high if I did and that would cause him problems. He did not want to deal with all of the damage, picking and choosing what he would allow to be covered. Remember, I paid $400 for a no-deduction insurance policy which now Ilan was not honoring.He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that. Considering that Exodus had just delivered my parents’ estate contents with such extensive damage, trusting the same company to reload, transport, and redeliver did not seem like an option, she wanted us to offer a cash settlement as quickly as possible. That is an overstatement. With a now huge credit card bill due to the move, I was in a bind. Yes, I did want to get this behind me, but Exodus and Ilan, (through Lisa,) kept pushing me to settle. It became an issue of how much with Ilan calling Lisa from wherever he was overseas to settle quickly. I told Ilan that my credit card told me to dispute the charges and that I had a strong case; Ilan became very angry saying that if I did that, our conversations were over. Again, I was trying not to make waves and settle like adults between a business and customer. During that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim Again, when I asked about it, Lisa told me it didn’t need to be sent if we settled or any other documentation regarding the value of the pieces, or cost estimates for repairs). This information was never requested of me. The folks at Exodus are the professionals who do this every day; this was my first time ever through this. I believe that they should have asked. That information was available at the time and still is. It was not requested. Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill. We can provide that proof if necessary. Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full. 40% would calculate to $3191.43Ilan did not agree to my request of 40% at $3191.43. December 14 was a Wednesday. On Saturday, December 17 Ilan asked that I call her and ask if she would accept a cash settlement of $2500. (with the $200 discount given on delivery, total is $2700.00) Remember that I also paid $400 for the extra insurance that I was encouraged to buy. So that takes the total down to $2300.00 as I lost my insurance payment. Again, keeping in mind we have never received the claim document, nor estimates for repair. And again keeping in mind that I was told sending this document was not necessary nor being asked for repair estimates. I live in rural Wyoming - getting repair estimates requires transporting the furniture to a larger town. In December/January, the weather in Wyoming was extremely cold and the two Interstates necessary to get them somewhere for the estimates was not feasible. Ilan and Lisa both were pushing for settlement as well - which didn’t allow me time to get that accomplished. I thought I had covered all my bases with this move; who would have expected damages to this extent?She indicated to me that she would accept the $2500 but needed it quickly as her credit card bill would be coming soon. …with already the large amount I had put on my card to pay Exodus, I had to find the money to make the payment. That was the crux of the quick settlement on my end. I offered to send it via ACH if she would provide me her bank information – which she did - again for ease of Exodus. Had I had Lisa send the check, I might have had the time to process and NOT have cashed it. I believe the push for auto deposit by Lisa, (“Oh, better and faster than snail mail,” she said,) was another way to slip in the end to this situation. I initiated the transfer on Monday, December 19 and the money was sent that day. I forwarded to her the confirmation from the bank once the transfer was made. She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement. I have saved the message on my phone. Yes, I did. Again, trying to keep the peace with Exodus. She did settle in a straightforward manner, but I still lost in a huge way. On December 21, she sent me an email indicating she had received the funds on December 20. I have that email as well and can provide it if needed. Yes, I did do that.At that time, Exodus considered this matter closed. And I am living with three generations of family antiques in shambles, many which had been refinished, caned, re-upholstered, and worked on by my parents, and I’m afraid are now nearly valueless. I don’t even know where to begin to find folks who can repair the damage in my area - from an 1800’s grandfather clock, a wall clock (neither of which work now,) to two rocking chairs with completely broken rungs, to a hutch top pulled off and broken, to name a few.
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[redacted] [redacted]Dear [redacted],I would like to refer to an email from Carrie L[redacted] dated October 26, 2017 stating; 1) Exodus would pay for half of the cost of moving the safe and 2) [redacted] is the Insurance Company of Exodus. I also have a letter dated September 6, 2017 from [redacted], [redacted] Claims Attorney, stating [redacted] is not the cargo insurance carrier for Exodus. I would like to know, did Exodus ever have cargo insurance on our goods covering the dates of our move and can Exodus show us proof of the insurance they charged us for? We paid $1450 for insurance and we believe Exodus did not purchase carrier insurance on our behalf, we think they simply pocketed the money. It should be a simple matter for Exodus to show who they purchased the insurance from. We are entitled to have these questions answered. We think there never was insurance purchased to cover damages to our property, we think Exodus simply kept out insurance money and that is why Exodus wants all other claims closed and settled. Maybe we are wrong but until we see proof of insurance and what carrier it was with we won’t know. We’re looking at additional losses of $400. for one half of the safe moving fee and $1450. for insurance that we believe was never purchased. Before we make the settlement final these things need to be considered. We can’t continue to absorb all of these costs, it’s a lot of money to us.Thank you for your help,[redacted] & [redacted]
Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Because I did accept their original offer, (which I strongly believe I should NOT have done under my circumstances which had included several life changes within the past three years including suddenly leaving my career of over 34 years, moving out of state, accepting the responsibility as sole caretaker for two parents in Hospice services at the same time, losing both parents, selling their home, and having to move 61 years of their lives together in a very short time,) I do know that legally, I am responsible. The amount allowed by the arbitration is $800 above what I have been paid, and at this point, I need to move forward. The crux of this whole issue concerns integrity, honesty, and responsibility - none of which I believe that Ilan, the president of Exodus Moving and Storage, is capable of. From the start, he refused to take full responsibility for this incident caused by circumstances not beyond his company's control, and from the first phone call complained and argued about repairing all the damages. My point in pursuing this was to point out the incompetent service from the time of pick up to delivery, the comedy of errors caused by Exodus Moving and Storage from the morning of pick up, and Ilan's lack of integrity, honesty, and responsibility. How he lives with himself running Exodus as he does, how he keeps employees who complained incessantly during the move, and accepts drivers who are incapable of managing their trucks, ignore photographs of the destination and yard sent ahead of time, and on both pickup and delivery did not have a clue as to where they were (from 1/4 mile to 220 miles off,) to ignoring personal requests, is beyond my comprehension. It is my hope that this incident will be documented with Revdex.com and will make a difference so that Exodus Moving and Storage will behave professionally should an incident such as this happen in the future. I will live with the damage caused by Exodus for the rest of my life and that of the next generations. I am deeply hurt by the lack of responsibility by Ilan from the moment of delivery when I discovered the extent of so much unnecessary and major damage. How disrespectful of Ilan to treat my parents' estate, me, and my family as he did. I trusted in the reputation of Exodus Moving and Storage. My error.To the Revdex.com - thank you for your help, time, and work on my behalf. Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:Thank you for your masterful and eloquent response. We continue to disagree with your statements. You continue to twist the facts and lie. We disagree with the balance due. We sent you a signed claim form and itemized list the first week of October 2017 and on December 7, 2017 we sent you a copy of the signed claim form and itemized list through the Revdex.com. We have two questions; 1) Are you going to pay for moving the safe? -yes-no- 2) Does the satisfaction of account balance of $2344.21 allow a claim to be filed for lost, damaged and replacement of our personal property? -yes-no- We expect an immediate response to the two questions so we may have an immediate reply with time to spare before December 29, 2017.
Regards,
[redacted]
Mr. and Mrs. [redacted],As a business regulated by the Department of Transportation and the Federal Motor Carriers Safety Administration, Exodus Moving & Storage, Inc. is bound to adhere to the stated regulations. The brochure “Your rights and responsibilities when you move” was furnished to you, as required by federal law, in your initial packet of information. As stated, you must first work to resolve your own loss and damage and/or moving charge disputes with Exodus. Once these terms are met and should you believe that this matter is not satisfactorily resolved, you then have the right to request arbitration to settle any dispute.You entered into a contractual agreement with Exodus Moving & Storage, Inc and are bound by that agreement. These terms require a completed, signed claim form and full payment of services before Exodus can make its final offer of resolution. Again, if you believe the offered resolution is not to your satisfaction, you then have the right to request arbitration to settle the dispute.In response to your direct questions in your last communication: Exodus does not agree to pay for your safe to be moved from your garage to another location in your home. Per the terms and conditions of your contract, if you pay the balance due in full of $2,344.21 you may then proceed with filing a claim for lost or damaged items. It is our sincere desire that we can reach a mutually agreeable resolution by December 29, 2017. Tell us why here...
Dear [redacted], [redacted] hired Exodus to move her belongings from [redacted] to [redacted]. Because she was not local we did her estimate via email and phone conversations. Any time a move occurs during the dead of winter there are always challenges, especially when...
antiques or sensitive items are involved. Additionally, moving, no matter what the circumstances is difficult even in the best of times. We did provide a $200 discount immediately for the inconvenience of receiving her shipment late in the day. After the move, [redacted] reported the damage to Nancy C[redacted], her move coordinator. Brian G[redacted], our claims specialist mailed the required claim form to her new home in Wyoming via USPS on December 12, 2016. As of today, she has not returned the claim form. Regardless of this fact, Ilan L[redacted], President of Exodus Moving & Storage did visit with her on the phone on the afternoon of December 14th to see how we could best resolve the situation. He did offer to bring the items back to Fort Collins for repairs, but she did not wish to do that. Instead, she wanted us to offer a cash settlement as quickly as possible. During that conversation, verbally, [redacted] said she would accept 40% of the total bill to settle the claim (keeping in mind she has never presented us with the required claim for or any other documentation regarding the value of the pieces, or cost estimates for repairs). Thereafter, she sent Ilan an email stating the desired amount of 40% of the bill. We can provide that proof if necessary. Ilan said he would consider this and return her call, but that if he agreed to a cash settlement rather than repair of the items (as is stated on our contract) it would be settled in full. 40% would calculate to $3191.43 December 14 was a Wednesday. On Saturday, December 17 Ilan asked that I call her and ask if she would accept a cash settlement of $2500. (with the $200 discount given on delivery, total is $2700.00) Again, keeping in mind we have never received the claim document, nor estimates for repair. She indicated to me that she would accept the $2500 but needed it quickly as her credit card bill would be coming soon. I offered to send it via ACH if she would provide me her bank information – which she did. I initiated the transfer on Monday, December 19 and the money was sent that day. I forwarded to her the confirmation from the bank once the transfer was made. She then sent me a text message thanking me for the straightforward manner in which I dealt with the settlement. I have saved the message on my phone. On December 21, she sent me an email indicating she had received the funds on December 20. I have that email as well and can provide it if needed. At that time, Exodus considered this matter closed.