First we would like to sincerely apologize for any inconvenience the customer may have experienced during their move.It is never our intention for our customers to be less than satisfied with our services.The customer states she is missing a box containing sentimental and valuable memorabilia....
Federal law says we arerequired to allow her to file a claim for her complaint. If through the claims process we are determined to be liable forher loss we will offer compensation based on our legal liability and within the timeframe that the law allows. However,we have gone above and beyond and continue to reach out past the extent of the boundaries of our legal liability to help this customer.Our movers do everything possible to insure that our customers’ items are safe and secure from the moment we pick up the shipment until the moment we release it back to its owner at the destination. At the pickup we tag each box/item with a ticket which is color coded, in chronological numerical order, and each color coded/numbered tag has a specific lot number for the sequence of tickets to help with keeping items together with all the rest of the shipment. Further, we write an itemized inventory list on the specific inventory sheets. Customers sign that the inventory listed is correct at pickup. When delivered the customer must check off items from the inventory sheet to verify receipt of all items. We are very thorough which is why loss of items is such a rare occurrence with our customers. We are very strict about following proper protocol because it is implemented for good reasons.The customer is pressing for many answers which are not necessary for them to know. Names or titles or “who saidwhat” is not relevant information and will not lead to the whereabouts of her box. (Respectfully stated) The operationsof our company is not the customer’s concern and we are not required to report the details concerning our operationsto our customers for any reason. They must also understand that we are not allowed to reveal any personal informationabout our other customers to her for any reason, ever. It is very apparent that the customer would like her box with her items returned to her. However, she must also realize that we, too, would like to locate and return the missing box to her. The customer can rest assured that we are working diligently to locate her box (as we have already been doing this whole time). However, until the box is located we do not need to speak with the customer daily. Calling and making unreasonable demands and unnecessary unsubstantiated allegations (getting herself and our staff frustrated) is not going to make the search for the box go any faster or any easier.We have searched the truck, the warehouse/storage facility, we have called all the customers whose items accompanied this customer’s shipment in the tractor trailer. We have sent a memo to all of our movers, our warehouse employees, office staff, as well as contacted everyone at satellite locations. Unfortunately, the box has yet to be found. IF the box was delivered with the wrong shipment obviously those customers have not had the time to completely unpack. Should they locate her box our customers have all agreed to call us to advise of the location immediately. The customer herself was just delivered 03/07/15 which even up to this day (04/24/15) hardly allows time for families to unpack all their items. This is why Federal Regulations allow up to 9 months from the day that customers sign for their delivery for them to file a claim.In the meantime we would like to encourage the customer to continue her claim. Communication with CSI revealed that the customer successfully filed their claim on 04/15/15. Since this move was an interstate move it is governed byfederal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfiedwith the services they have received and will offer compensation based on our legal liability through the claims process.For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at[redacted] . Please provide Claim ID [redacted] when contacting CSI.We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.
Yes we lost her box between loading and unloading in **, we are doing all that it is in our hands to locate the box, it has been a little wile since that happened, That why I did told her to file a claim with our claims services which is csipros.org once the process her claim they will let us know...
how much it will be her reimburse. Thank you very much
Hi [redacted] sorry ho hear that is any way that you can give me a call I would like to get more details of the times of the move please give a call [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] and [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The complaint was never resolved. Here is the correspondence from the [redacted] who set up the logistics.Mr. [redacted]s,I spoke on the phone with [redacted] on September 6th, 2016 asking when my belongings were to be delivered. [redacted] clearly stated it would be a minimum of seven business days which DID NOT include weekends and holidays. The "Terms and Conditions of this estimate" from [redacted] clearly states in Section 13,General Delivery schedule "Business days do not include weekends and holidays." I was notified on Saturday night 9/10/16 at 10:24 pm that my delivery was scheduled for the next day, Sunday, 9/11/16 between 11am and 1pm. My calendar shows these fall on a weekend so I was not expecting a delivery on a weekend or holiday thus not having the money available since according to [redacted] and your "Terms and Conditions of this estimate" it would not be delivered on a weekend or holiday.With all do respect, this is issue is not going to vanish so it would be beneficial to [redacted] to refund my $500.00 penalty before the issue is taken to the next step.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
All these things are very easy to say, but they don't seem to line up with the reality that I have seen:"We are very thorough which is why loss of items is such a rare occurrence with our customers."- When the truck arrived at my house and all my items were emptied, there was a stray box and a stray chair sitting in it. So on that 1 truck, I am aware of at least 3 customers who did not receive complete deliveries of 100% of their items."Our movers do everything possible to insure that our customers’ items are safe and secure from the moment we pick up the shipment until the moment we release it back to its owner at the destination."- Except that you lost my items, and only your employees touched my things from the moment they left my home."We are very strict about following proper protocol because it is implemented for good reasons."- [redacted] said the driver confirmed all my items made the truck; his driver said in the same conversation he wasn't there when the truck was loaded.- [redacted] has no records to indicate that my items made the truck when they were sorted in his Boston warehouse, which made it hard to even pinpoint at what point my items were lost.- He does not keep records of where his drivers stop - e.g. [redacted] did not know that my driver had to deliver 1 customer's items to a storage facility because they were not ready to receive their items - e.g. [redacted] did not know that a pickup was done just before my delivery"At the pickup we tag each box/item with a ticket which is color coded, in chronological numerical order, and each color coded/numbered tag has a specific lot number for the sequence of tickets to help with keeping items together with all the rest of the shipment."- Except that my shipment (with orange stickers) was loaded up next to another customer with orange stickers, which the driver himself said made the delivery process more difficult."We are working diligently to locate her box"- I find that hard to believe. My box has been missing almost 2 months. [redacted] is fully paid by me. With all the new customers that have come along and all the other deliveries that have been made in those two months, I'm sure [redacted] is quite busy. What specific things is [redacted] "diligently doing to locate my box"? I'm curious to know. I have emailed many suggestions of what he could do and haven't heard back regarding any of them."We have searched the truck, the warehouse/storage facility... We have sent a memo to all of our movers, our warehouse employees, office staff, as well as contacted everyone at satellite locations."- More than 1 month after my box was lost (on 4/15), [redacted]'s contact at the Los Angeles warehouse (where the truck stopped after my delivery), said he has never received the photo of my box from [redacted]. I emailed [redacted] to ask him to please forward my photo to [redacted] never replied to that request (2.5 weeks)."We have called all the customers whose items accompanied this customer’s shipment in the tractor trailer"- Who exactly/specifically has [redacted] called? When I spoke to him 1 month after my box was lost (on 4/10), he had only called 1 customer (in Oceanside), according to his own words. How come his story is different now?- These were the calls I asked him to make that he had not made by 4/10 when we last spoke: - The customer whose items were loaded into the truck just before my delivery, displacing my items ([redacted] was unaware that there was a pickup before my delivery and that my items were displaced - so clearly he hadn't called them) - The customer whose items were delivered to a storage facility because the customer was not ready for pickup ([redacted] was unsure which customer that was - so clearly the hadn't called him) - The customer who owned the extra box that was found in the truck (perhaps their box was found at the end of the truck's route, meaning they had an extra box delivered originally) - All other customers whose items were in the same truck as mine.Of course I don't need a phone call every day. But when you make a serious flop by losing a customer's possessions that have been entrusted to you, I would expect some effort. I pretty much have had 0 calls back from [redacted], even when he promised a follow up (see all the notes from my original filing). When I once asked [redacted] why he didn't call as he promised be would, he said "I forgot." What confidence can I have that any diligent work has been done? It's easy to say that you're doing so much, but with hardly any promised calls back, emails replied to, etc., it's really hard to believe.In short, it doesn't look like [redacted] has done due diligence to search for my box, nor to use good processes to keep track of it when he had it.
Regards,
[redacted]
First we would like to sincerely apologize for any inconvenience the customer may have experienced during their move.It is never our intention for our customers to be less than satisfied with our services.The customer states she is missing a box containing sentimental and valuable memorabilia....
Federal law says we arerequired to allow her to file a claim for her complaint. If through the claims process we are determined to be liable forher loss we will offer compensation based on our legal liability and within the timeframe that the law allows. However,we have gone above and beyond and continue to reach out past the extent of the boundaries of our legal liability to help this customer.Our movers do everything possible to insure that our customers’ items are safe and secure from the moment we pick up the shipment until the moment we release it back to its owner at the destination. At the pickup we tag each box/item with a ticket which is color coded, in chronological numerical order, and each color coded/numbered tag has a specific lot number for the sequence of tickets to help with keeping items together with all the rest of the shipment. Further, we write an itemized inventory list on the specific inventory sheets. Customers sign that the inventory listed is correct at pickup. When delivered the customer must check off items from the inventory sheet to verify receipt of all items. We are very thorough which is why loss of items is such a rare occurrence with our customers. We are very strict about following proper protocol because it is implemented for good reasons.The customer is pressing for many answers which are not necessary for them to know. Names or titles or “who saidwhat” is not relevant information and will not lead to the whereabouts of her box. (Respectfully stated) The operationsof our company is not the customer’s concern and we are not required to report the details concerning our operationsto our customers for any reason. They must also understand that we are not allowed to reveal any personal informationabout our other customers to her for any reason, ever. It is very apparent that the customer would like her box with her items returned to her. However, she must also realize that we, too, would like to locate and return the missing box to her. The customer can rest assured that we are working diligently to locate her box (as we have already been doing this whole time). However, until the box is located we do not need to speak with the customer daily. Calling and making unreasonable demands and unnecessary unsubstantiated allegations (getting herself and our staff frustrated) is not going to make the search for the box go any faster or any easier.We have searched the truck, the warehouse/storage facility, we have called all the customers whose items accompanied this customer’s shipment in the tractor trailer. We have sent a memo to all of our movers, our warehouse employees, office staff, as well as contacted everyone at satellite locations. Unfortunately, the box has yet to be found. IF the box was delivered with the wrong shipment obviously those customers have not had the time to completely unpack. Should they locate her box our customers have all agreed to call us to advise of the location immediately. The customer herself was just delivered 03/07/15 which even up to this day (04/24/15) hardly allows time for families to unpack all their items. This is why Federal Regulations allow up to 9 months from the day that customers sign for their delivery for them to file a claim.In the meantime we would like to encourage the customer to continue her claim. Communication with CSI revealed that the customer successfully filed their claim on 04/15/15. Since this move was an interstate move it is governed byfederal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfiedwith the services they have received and will offer compensation based on our legal liability through the claims process.For further assistance with filing claims the customer may contact CSI directly at ###-###-#### or via email at[redacted] . Please provide Claim ID [redacted] when contacting CSI.We regret the customer found it necessary to file a Revdex.com complaint but we trust that the above explanation enables them to better understand our position in this matter.
Yes we lost her box between loading and unloading in **, we are doing all that it is in our hands to locate the box, it has been a little wile since that happened, That why I did told her to file a claim with our claims services which is csipros.org once the process her claim they will let us know...
how much it will be her reimburse. Thank you very much
Hi [redacted] sorry ho hear that is any way that you can give me a call I would like to get more details of the times of the move please give a call [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] and [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The complaint was never resolved. Here is the correspondence from the [redacted] who set up the logistics.Mr. [redacted]s,I spoke on the phone with [redacted] on September 6th, 2016 asking when my belongings were to be delivered. [redacted] clearly stated it would be a minimum of seven business days which DID NOT include weekends and holidays. The "Terms and Conditions of this estimate" from [redacted] clearly states in Section 13,General Delivery schedule "Business days do not include weekends and holidays." I was notified on Saturday night 9/10/16 at 10:24 pm that my delivery was scheduled for the next day, Sunday, 9/11/16 between 11am and 1pm. My calendar shows these fall on a weekend so I was not expecting a delivery on a weekend or holiday thus not having the money available since according to [redacted] and your "Terms and Conditions of this estimate" it would not be delivered on a weekend or holiday.With all do respect, this is issue is not going to vanish so it would be beneficial to [redacted] to refund my $500.00 penalty before the issue is taken to the next step.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
All these things are very easy to say, but they don't seem to line up with the reality that I have seen:"We are very thorough which is why loss of items is such a rare occurrence with our customers."- When the truck arrived at my house and all my items were emptied, there was a stray box and a stray chair sitting in it. So on that 1 truck, I am aware of at least 3 customers who did not receive complete deliveries of 100% of their items."Our movers do everything possible to insure that our customers’ items are safe and secure from the moment we pick up the shipment until the moment we release it back to its owner at the destination."- Except that you lost my items, and only your employees touched my things from the moment they left my home."We are very strict about following proper protocol because it is implemented for good reasons."- [redacted] said the driver confirmed all my items made the truck; his driver said in the same conversation he wasn't there when the truck was loaded.- [redacted] has no records to indicate that my items made the truck when they were sorted in his Boston warehouse, which made it hard to even pinpoint at what point my items were lost.- He does not keep records of where his drivers stop - e.g. [redacted] did not know that my driver had to deliver 1 customer's items to a storage facility because they were not ready to receive their items - e.g. [redacted] did not know that a pickup was done just before my delivery"At the pickup we tag each box/item with a ticket which is color coded, in chronological numerical order, and each color coded/numbered tag has a specific lot number for the sequence of tickets to help with keeping items together with all the rest of the shipment."- Except that my shipment (with orange stickers) was loaded up next to another customer with orange stickers, which the driver himself said made the delivery process more difficult."We are working diligently to locate her box"- I find that hard to believe. My box has been missing almost 2 months. [redacted] is fully paid by me. With all the new customers that have come along and all the other deliveries that have been made in those two months, I'm sure [redacted] is quite busy. What specific things is [redacted] "diligently doing to locate my box"? I'm curious to know. I have emailed many suggestions of what he could do and haven't heard back regarding any of them."We have searched the truck, the warehouse/storage facility... We have sent a memo to all of our movers, our warehouse employees, office staff, as well as contacted everyone at satellite locations."- More than 1 month after my box was lost (on 4/15), [redacted]'s contact at the Los Angeles warehouse (where the truck stopped after my delivery), said he has never received the photo of my box from [redacted]. I emailed [redacted] to ask him to please forward my photo to [redacted] never replied to that request (2.5 weeks)."We have called all the customers whose items accompanied this customer’s shipment in the tractor trailer"- Who exactly/specifically has [redacted] called? When I spoke to him 1 month after my box was lost (on 4/10), he had only called 1 customer (in Oceanside), according to his own words. How come his story is different now?- These were the calls I asked him to make that he had not made by 4/10 when we last spoke: - The customer whose items were loaded into the truck just before my delivery, displacing my items ([redacted] was unaware that there was a pickup before my delivery and that my items were displaced - so clearly he hadn't called them) - The customer whose items were delivered to a storage facility because the customer was not ready for pickup ([redacted] was unsure which customer that was - so clearly the hadn't called him) - The customer who owned the extra box that was found in the truck (perhaps their box was found at the end of the truck's route, meaning they had an extra box delivered originally) - All other customers whose items were in the same truck as mine.Of course I don't need a phone call every day. But when you make a serious flop by losing a customer's possessions that have been entrusted to you, I would expect some effort. I pretty much have had 0 calls back from [redacted], even when he promised a follow up (see all the notes from my original filing). When I once asked [redacted] why he didn't call as he promised be would, he said "I forgot." What confidence can I have that any diligent work has been done? It's easy to say that you're doing so much, but with hardly any promised calls back, emails replied to, etc., it's really hard to believe.In short, it doesn't look like [redacted] has done due diligence to search for my box, nor to use good processes to keep track of it when he had it.
Regards,
[redacted]