We, at Exodus Moving & Storage, are very troubled that Mr. and Mrs. [redacted] had a less than extraordinary experience with our Company. The concerns raised by Mr. & Mrs. [redacted] are indeed serious. Yet, Exodus has worked diligently with Mr. and Mrs. [redacted] throughout the move and thereafter. We responded to the numerous calls, letters and email communications. Yet, the answers provided to Mr. and Mrs. [redacted] have not yet satisfied their concerns. We appreciate this opportunity to state the following facts:Exodus Moving & Storage, Inc. prides itself in being an ethical company that is required by Federal law to balance customer concerns with the rights and responsibilities of the customer and the mover. Exodus provided Mr. and Mrs. [redacted] with extensive information about the move, their rights and the process to submit a claim if an item was damaged or if a problem arose. We understand customers are unable to review and fully understand the contract documents during the stressful days of the move. Thus, Exodus provides sample copies in the literature packet for review at the time of the estimate which was in June 2017, including copies of these documents required by law: “Your Rights and Responsibilities When You Move”, “AMSA Household G[redacted] Dispute Settlement Program”, and “Ready to Move.”First, as written on the contract, Exodus cannot go forward with the claim process until all invoices are paid in full. Exodus worked repeatedly with Mr. and Mrs. [redacted] to complete the process of submitting the signed claim form and processing final payment. We realize that initially their email was not set up and their phone service was inconsistent. We worked with them through October regarding their concerns until Mr. and Mrs. [redacted] chose to escalate the issue to our insurance carrier. Our insurance carrier contacted us quickly to state that they could not help to resolve the issue because Mr. and Mrs. [redacted] still refused to submit a signed claim form and pay the balance due. We realize that this claim process is not familiar for Mr. and Mrs. [redacted], but we have put forth extra effort to try to facilitate the process.A full inventory of the shipment was completed which included a detailed description of each item being moved. The full inventory protects the shipper as well as Exodus in the event damage does occur. The inventory process was very emotional for Mrs. [redacted] and led her to repeatedly yell and scream at the Exodus crew. Mrs. [redacted] has lovely antiques that are also marked with normal knocks and scratches and she was offended by our lead packer’s documentation of the item’s condition. This inventory process is not done to offend our customer but to thoroughly document the condition of the piece before it is padded or wrapped for shipment. The concerns raised by Mr. and Mrs. [redacted] are explained in writing on the signed Bill of Lading contract and Exodus cannot act outside of the contract per Federal regulations. For example, items that are partially or fully packed by our customers are excluded from full replacement valuation. Mrs. [redacted] insisted on packing items herself and then placing the packed boxes inside of an Exodus box. Our lead packer explained that the items, if Mrs. [redacted] refused to have professionally packed, would not be covered. This fact-based information again inflamed Mrs. [redacted] and caused hardship to our crew.Exodus did use equipment owned by the Mr. and Mrs. [redacted] with the explicit permission of Mr. [redacted]. The move needed to be completed in a timely manner yet the emotional outbursts of Mrs. [redacted] delayed our packers and movers from working efficiently. The plan was mutually agreed upon to save time and meet the required deadline.Mr. and Mrs. [redacted] are also disputing the charges for their personal items that are considered large and bulky. It is standard in the moving industry, and it is called out in writing on page one of the estimate provided to Mr. and Mrs. [redacted] that a “bulky fee” was charged for 3 items: the ATV and two trailers. This fee is charged to compensate for the inability to maximize hauling capacity when bulky items are being moved. This charge is not a double fee. The charge for Mr. and Mrs. [redacted]’s vehicle are handled separately. Vehicles are charged as a line item cost with the weight of the vehicle being subtracted from the total weight of the shipment to avoid double charging. The cost for their vehicle was stated on page one of their estimate.Upon arrival of Mr. and Mrs. [redacted]’s final shipment at their new home, they refused to pay the remaining amount due. Our moving company, by Federal Regulation, has the right to refuse to unload items if payment in full is not received. Our driver was overwhelmed with the curt, aggressive behavior of Mr. and Mrs. [redacted] at their new residence. The driver to whom Mr. [redacted] refers in his letter was on the phone with our professional office staff trying to determine his best course of action. Our driver, by leaving the residence without payment led Mr. and Mrs. [redacted] to infer that the balance of payment was not due. Our driver had to made the difficult choice to leave without payment so he could meet the expectations of our other customers. At no time during the unloading process did our driver waive the toll fees. Again, we are sensitive and understand the stress created with moving but the situation was misunderstood by Mr. and Mrs. [redacted].Mr. and Mrs. [redacted] have an 800 pound safe which was in the garage at origin. Exodus move safes on a regular basis within the normal scope of work given it is from garage to garage. Moving the safe to the basement was not discussed and we believe we met Mr. and Mrs. [redacted]’s expectations until they were on location and changed the scope of work.An experience can become very emotional anytime a person feels that he/she is not treated well, discounted, or believe that their loved ones or belongings are not treated well. We have worked diligently to try to assist Mr. and Mrs. [redacted] through this stressful experience associated with moving. Exodus is still optimistic that our offer of $5,015.44 proves our desire to close this file in a manner that Mr. and Mrs. [redacted] will find favorable. Upon their acceptance, a check will be written and sent to Mr. and Mrs. [redacted] in the amount of $2,500.00. This, along with the payment of $171.23 already made to replace the battery in the 4-wheeler, and the satisfied account balance of $2,344.21 totals $5,015.44. The amount offered here, is our best and final offer without the option to further pursue or file future claims. This offer is available through December 29th. If this offer is not accepted, Mr. and Mrs. [redacted] may begin the process of Arbitration which is clearly outlined in the literature provided at the time of their estimate. AMSA is a neutral body that will make a professional and legal, binding decision both for Exodus and Mr. and Mrs. [redacted]. The decision is final and cannot be appealed in court. Any fee is the responsibility of the losing party. In closing, we at Exodus reiterate that neither we, nor our insurance carrier have received a completed, signed claim form as of today. It is our sincere hope Mr. and Mrs. [redacted] find our offer to be acceptable.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]We have been
dealing with Exodus for months. Based on
what we have learned from these dealings we can say beyond a shadow of a doubt
that Exodus is the most dishonest business we have ever dealt with.
We do not
agree that we owe Exodus $2344.21.00.
Please re-read our original complaint for details. Exodus has
offered $5015.44 to close the account.
We don’t think this is reasonable, however this amount would satisfy the account balance
of $2344.21 that Exodus claims we owe them.
It would also cover the cost of replacing the ATV battery and cover the electrical
repairs needed for the ATV. Finally, the
$5015.44 would include a certified check for $2,500.00 to be made out to [redacted]
& [redacted].
We will
accept this offer.We want to
end our dealings with Exodus. It has
been a terrible experience to say the least.
We feel that Exodus should be embarrassed and ashamed of themselves and
the way they have treated our belongings and us.
Respectfully,
[redacted] &
[redacted]
We, at Exodus Moving & Storage, are very troubled that Mr. and Mrs. [redacted] had a less than extraordinary experience with our Company. The concerns raised by Mr. & Mrs. [redacted] are indeed serious. Yet, Exodus has worked diligently with Mr. and Mrs. [redacted] throughout the move and thereafter. We responded to the numerous calls, letters and email communications. Yet, the answers provided to Mr. and Mrs. [redacted] have not yet satisfied their concerns. We appreciate this opportunity to state the following facts:Exodus Moving & Storage, Inc. prides itself in being an ethical company that is required by Federal law to balance customer concerns with the rights and responsibilities of the customer and the mover. Exodus provided Mr. and Mrs. [redacted] with extensive information about the move, their rights and the process to submit a claim if an item was damaged or if a problem arose. We understand customers are unable to review and fully understand the contract documents during the stressful days of the move. Thus, Exodus provides sample copies in the literature packet for review at the time of the estimate which was in June 2017, including copies of these documents required by law: “Your Rights and Responsibilities When You Move”, “AMSA Household G[redacted] Dispute Settlement Program”, and “Ready to Move.”First, as written on the contract, Exodus cannot go forward with the claim process until all invoices are paid in full. Exodus worked repeatedly with Mr. and Mrs. [redacted] to complete the process of submitting the signed claim form and processing final payment. We realize that initially their email was not set up and their phone service was inconsistent. We worked with them through October regarding their concerns until Mr. and Mrs. [redacted] chose to escalate the issue to our insurance carrier. Our insurance carrier contacted us quickly to state that they could not help to resolve the issue because Mr. and Mrs. [redacted] still refused to submit a signed claim form and pay the balance due. We realize that this claim process is not familiar for Mr. and Mrs. [redacted], but we have put forth extra effort to try to facilitate the process.A full inventory of the shipment was completed which included a detailed description of each item being moved. The full inventory protects the shipper as well as Exodus in the event damage does occur. The inventory process was very emotional for Mrs. [redacted] and led her to repeatedly yell and scream at the Exodus crew. Mrs. [redacted] has lovely antiques that are also marked with normal knocks and scratches and she was offended by our lead packer’s documentation of the item’s condition. This inventory process is not done to offend our customer but to thoroughly document the condition of the piece before it is padded or wrapped for shipment. The concerns raised by Mr. and Mrs. [redacted] are explained in writing on the signed Bill of Lading contract and Exodus cannot act outside of the contract per Federal regulations. For example, items that are partially or fully packed by our customers are excluded from full replacement valuation. Mrs. [redacted] insisted on packing items herself and then placing the packed boxes inside of an Exodus box. Our lead packer explained that the items, if Mrs. [redacted] refused to have professionally packed, would not be covered. This fact-based information again inflamed Mrs. [redacted] and caused hardship to our crew.Exodus did use equipment owned by the Mr. and Mrs. [redacted] with the explicit permission of Mr. [redacted]. The move needed to be completed in a timely manner yet the emotional outbursts of Mrs. [redacted] delayed our packers and movers from working efficiently. The plan was mutually agreed upon to save time and meet the required deadline.Mr. and Mrs. [redacted] are also disputing the charges for their personal items that are considered large and bulky. It is standard in the moving industry, and it is called out in writing on page one of the estimate provided to Mr. and Mrs. [redacted] that a “bulky fee” was charged for 3 items: the ATV and two trailers. This fee is charged to compensate for the inability to maximize hauling capacity when bulky items are being moved. This charge is not a double fee. The charge for Mr. and Mrs. [redacted]’s vehicle are handled separately. Vehicles are charged as a line item cost with the weight of the vehicle being subtracted from the total weight of the shipment to avoid double charging. The cost for their vehicle was stated on page one of their estimate.Upon arrival of Mr. and Mrs. [redacted]’s final shipment at their new home, they refused to pay the remaining amount due. Our moving company, by Federal Regulation, has the right to refuse to unload items if payment in full is not received. Our driver was overwhelmed with the curt, aggressive behavior of Mr. and Mrs. [redacted] at their new residence. The driver to whom Mr. [redacted] refers in his letter was on the phone with our professional office staff trying to determine his best course of action. Our driver, by leaving the residence without payment led Mr. and Mrs. [redacted] to infer that the balance of payment was not due. Our driver had to made the difficult choice to leave without payment so he could meet the expectations of our other customers. At no time during the unloading process did our driver waive the toll fees. Again, we are sensitive and understand the stress created with moving but the situation was misunderstood by Mr. and Mrs. [redacted].Mr. and Mrs. [redacted] have an 800 pound safe which was in the garage at origin. Exodus move safes on a regular basis within the normal scope of work given it is from garage to garage. Moving the safe to the basement was not discussed and we believe we met Mr. and Mrs. [redacted]’s expectations until they were on location and changed the scope of work.An experience can become very emotional anytime a person feels that he/she is not treated well, discounted, or believe that their loved ones or belongings are not treated well. We have worked diligently to try to assist Mr. and Mrs. [redacted] through this stressful experience associated with moving. Exodus is still optimistic that our offer of $5,015.44 proves our desire to close this file in a manner that Mr. and Mrs. [redacted] will find favorable. Upon their acceptance, a check will be written and sent to Mr. and Mrs. [redacted] in the amount of $2,500.00. This, along with the payment of $171.23 already made to replace the battery in the 4-wheeler, and the satisfied account balance of $2,344.21 totals $5,015.44. The amount offered here, is our best and final offer without the option to further pursue or file future claims. This offer is available through December 29th. If this offer is not accepted, Mr. and Mrs. [redacted] may begin the process of Arbitration which is clearly outlined in the literature provided at the time of their estimate. AMSA is a neutral body that will make a professional and legal, binding decision both for Exodus and Mr. and Mrs. [redacted]. The decision is final and cannot be appealed in court. Any fee is the responsibility of the losing party. In closing, we at Exodus reiterate that neither we, nor our insurance carrier have received a completed, signed claim form as of today. It is our sincere hope Mr. and Mrs. [redacted] find our offer to be acceptable.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]We have been
dealing with Exodus for months. Based on
what we have learned from these dealings we can say beyond a shadow of a doubt
that Exodus is the most dishonest business we have ever dealt with.
We do not
agree that we owe Exodus $2344.21.00.
Please re-read our original complaint for details. Exodus has
offered $5015.44 to close the account.
We don’t think this is reasonable, however this amount would satisfy the account balance
of $2344.21 that Exodus claims we owe them.
It would also cover the cost of replacing the ATV battery and cover the electrical
repairs needed for the ATV. Finally, the
$5015.44 would include a certified check for $2,500.00 to be made out to [redacted]
& [redacted].
We will
accept this offer.We want to
end our dealings with Exodus. It has
been a terrible experience to say the least.
We feel that Exodus should be embarrassed and ashamed of themselves and
the way they have treated our belongings and us.
Respectfully,
[redacted] &
[redacted]