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Homefield - The Outdoor Living Store

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Reviews Homefield - The Outdoor Living Store

Homefield - The Outdoor Living Store Reviews (20)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Nothing has been offered yet as compensationStill unsatisfied In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

First, we would like to apologize for any inconvenience that thecustomer may have experienced It isnever our intention for our customers to be less than satisfied with ourservices Tips: While the moversappreciate tips they are not supposed to pressure customers We have not had this complaint before.However, this complaint has been reported to management and is being addresseddirectly with the crew involved Wewould like to thank the customer for bringing this matter to our attention asit helps our quality control department avoid such future complaintsLook in Warehouse: Consolidation of shipments is necessary whenshipping household goods We do notguarantee that a shipment will only be loaded onto one truck for the entiretransport unless a dedicated truck was requested and paid forThis is industrystandard for almost all movers; large and small When picked up, the shipment is brought toour warehouse until there are enough shipments to fill the tractor trailer andmake the route efficient This is why wewould look in the warehouse However,we have checked the office, the warehouse, the trucks, and even began a traceon the items that the customer states are missing We will notify the customer should we locateany of their items they state are missingWe only ask that the customer pleasekeep us updated with valid contact informationLoss/Damage: We have contacted CSI our claims serviceprovider to initiate a claim file for the customer and allow them to file aproper claim as required by law Thecustomer was sent login information on in order to file a claim online The customer successfully filed their claimon and received an email from CSI to confirm receipt of theirsuccessfully filed claim Since thismove was an interstate move it is governed by federal regulations which allowsup to days for the processing of the claimWe regret the customer is not satisfied with the services they havereceived and will offer compensation based on our legal liability through theclaims processOnce the claim is filed it will be analyzed in the order it wasreceived and compensation if due will be offered on our legal liability andwithin the time frame allowed by law We regret that the customerfound it necessary to file a Revdex.com complaint, but we trust that the aboveexplanation enables them to better understand our position in this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They have not done anything to resolve my issues, I did file a claim for all of my missing items with their representative, and have not heard anything backThey have not addressed the overcharge issue or fixing all of my furniture that was damaged in the moveI am not satisfied at all at this pointThey have not addressed the issue that they charged me to deliver all of these items that were missing and have offered no compensation at all for that In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

First, we would like to apologize for any inconvenience that thecustomer may have experienced It isnever our intention for our customers to be less than satisfied with ourservices When creating an original estimate we are completelydependent upon the customer to supply accurate information concerning theirinventory list and any additional services that they will require tosuccessfully complete their move The estimatorprovided an estimate based upon pieces to be packed and shipped(approximately cubic feet) Uponarrival to the origin, the movers saw that the items would not fit into theestimated cubic feet that was reserved for the customer’s shipmentOurcrew is not in position to assume all items are to be moved especially if thelist on the estimate they have in hand is different They will start off by loading the items theywere able to identify from their list, unless they were informed by thecustomer that they have a change of order and will need more items to be loaded At that point, the movers will cease fromloading and will issue a revised estimate to include the additional items nowrequired to be moved The customer choseto proceed and instructed the movers to pack and load all the items When they did so, the items ended up being atotal of cubic feet and the total inventory list was pieces (this is anincrease of pieces) The increase inthe inventory list resulted in an increase in the space reservation required totransport this shipment, therefore increasing the price for the move However, if the customer would kindly look atthe legal and binding contract, their Bill of Lading Their price did increase, but they wereprovided a generous tariff discount which was just about equal to theincrease However, the customer omitted tonotice this or mention this in their complaint Licensed/Insured/Bonded: We are all of these mentioned hereAll legitimate moving companies must be licensed, insured, andbonded Movers are not required to carryinsurance (as often thought) that covers loss/damage due to a movingprocessMovers do not know what the contents of the boxes are and cannot beexpected to insure items which they do not know what they are, what theircondition is upon accepting the shipment for transport (most things are alreadywrapped or covered so the movers cannot inspect them), or what the items aremonetarily valued at Valuation NOT Insurance (no lawyer required - just read the information supplied toyou so you can make informed decisions): The original estimate sent to the customers via email for them to reviewat their own convenience before they are asked to sign or pay any moniesexplains “valuation” coverage and how it is not insurance but a level ofliability that customers choose for their moveThis information is sent to the customers in advance and via email socustomers have time to read, comprehend, and ask any questions they may haveTherefore,on the day of the move it is one less headache for the customers and for ourmovers- we can explain but we trust that the customers have read all we hadasked them to (not requiring our movers to read and explain every term to them)so they can make informed decisions about their moving services Valuation is also explained on the governmentwebsites that we provide the links to for our customers to review; “Your Rightsand Responsibilities When You Move” and “Protect Your Move” TheBill of Lading also addresses Valuation and it explains it in detail The customer will then select and sign fortheir valuation coverage for their movePlease see the attached Bill of Lading (legal and binding contract thatgoverns this move) and note the customer initialed by the released liabilityvaluation choiceThe coverage they choose is not allowed to be changed The customer chose the free of chargeReleased Liability Valuation Coverage which means that if things are lost ordamaged, and if through the claims process the loss/damage is proven to be dueto the negligence of the mover, the mover will pay the customer directly at arate of $per pound per articleYes, $x weight of the item = $ compensation amount for that item Similar to selecting auto insurance, if youchoose and pay for liability coverage only you cannot ask your insurancecompany to compensate you at the same rate as if you had been paying for fullcoverage The customer’s items wereapproved and yes, the settlement offer is what is determined to be our legalliability based on Federal Regulations! CSIanalyzed the claim and provided evidence to show us that we may be liable for theloss and/or damage to the customer’s itemsThe compensation amount is NOTsomething they can change nor can we CSIdoes not pay any claims because they are NOT insurance Moving companies hire CSI to handle theirclaims because they can do this without bias and they are professional movingclaim adjusters Otherwise, movingcompanies would analyze their own claims which would be difficult for thecustomer and the mover Express LineMoving is not owned by the same people as CSIThis is misinformation Monetary Compensation: The customer claimed itemsThey claimed $1,for an ottoman,$for a coffee table, $for glass on framed poster, lost mirror $500.00and the television $ The ottoman,coffee table, and poster glass were approved and compensation was offered basedon the weight determined by the American Moving & Storage Association’sstandard weight guide The mirror wasnot noted that it was not received at the delivery, and the television thecustomer refused to supply pictures to show it was damaged at all Dispute: The customerwas not satisfied with the settlement offer based on our determined legal liabilityso they were allowed to file a disputeThe dispute process is provided to allow customers the opportunity toprovide additional information to support their claim that they did not supplyfor the initial claim Then a SeniorAdjuster will re-review the claim and take the additional information intoconsideration to see if any adjustments can be made to the settlementoffer The customer could have sentpictures of the damaged television since that was needed to approve thetelevision However, the customer stilldid not do this The 32” flat screentelevision was not sent with the movers to transportWe regret that the customer found it necessary to file a Revdex.comcomplaint, but we trust that the above explanation enables them to betterunderstand our position in this matter

Overage/Miscalculation: The customer’s inventory list that they provided differed from what they actually shipped While they removed some items they still added more which increased the inventory We are glad to provide the shipping documents to show thisDelay: It is not fine print, it is clearly printed on the original estimate (sent before the move via email so there is plenty of time to open it, enlarge the size of the email so they can read all terms) Services: As stated in the previous responses, we do apologize that the customer feels dissatisfied with any part of our services However, ALL OF THESE COMPLAINTS can and must be addressed through the claims process The customer still has not even bothered to attempt to file a claim and seek an amicable resolution We will offer compensation to the customer providing we are deemed legally liable through the claims processHowever, the customer refuses to focus their energy on trying to resolve the problemTo the contrary, the customer is keeping us busy responding to her complaintsOnline: If you are looking for any smut on anyone you will find it on the internet We suggest that everyone look up their own names and/or where they work We put no faith in online reviews as many people use it for a gossip columnIn summary, we are reaching out to the customer to allow her the chance to prove all she says If we are deemed responsible for an unintentional overcharge or for service complaints we will be advised by CSI and we will compensate the customer for these inconveniencesHowever, it takes to resolve problemsWe regret that the customer found it necessary to continue their Revdex.com complaint, but we trust that the above explanation enables them tobetter understand our position in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I would like to submit a rebuttal to the response Express Line Movers sent to the Revdex.com re: Inqiry ***. It is my opinion that this response is not truthful and misleading Overages: The company's response that we had added additional items after their original estimate is a complete lie. In fact, between the time they gave us the initial estimate and when they came to load our goods, we decided not to take our dining room table and six chairs and our kitchen table and two high bar stools. The estimator who came to our house saw EVERYTHING we were moving when he did the estimate. We had been negotiating with another mover at the same time (I would be glad to provide that information to the Revdex.com if requested) as Express Line. Express Line gave us a binding initial estimate and based on that estimate we decided to go with them. I believe they never had any intention of honoring that estimate. The final charges were more than double. Yes, I did sign a revised estimate, but only AFTER our goods were on their truck The statement that Express Line made that I signed the revised estimate before they loaded my goods is COMPLETLY FALSE! We felt powerless when we were presented with the revised amount. We had to move, our things were already on their truck, and quite frankly we were afraid of never seeing our things again if we didn't.Miscalculation on size of the move: This is totally false. As I stated above, we did not add anything that was not shown to the estimator. In fact, we removed items. The additional vehicle that was needed was because of their packing to increase their bill. They wrapped our furniture with moving pads & then put them in boxes. They put a few small items from our garage into a large wardrobe box with a ton of paper to fill the box up. They wrapped a wall clock measuring 20" in diameter in a 31"x44"x4" box stuffed with paper, there was nothing else packed in this box. They took the small boxes we packed in heavy duty boxes and repacked them in larger boxes with a lot of paper. It goes on and on. They charged me for all this excessive packing and then charged me with additional cubic space in their truck...which they created. The only explanation was to pad their bill and take advantage of a nice old couple And let me repeat, the revised estimate WAS NOT presented to me until my goods were on their truck We felt helpless and sick to our stomachs. Sean in their office knew how upset we were (or at least we were told by Benny that he knew) because we got angry with his loader Benny so Benny said he called Sean to see if he could reduce the bill since it was around $8,more than the original estimate. Benny came back with another revised bill that was $6,over the original. This all transpired late that evening after our things were on the truck,not in the morning before loading our things Delay in service: This just boils down to what the fine print said in the contract versus what we were promissed when they were trying to get our business.Finally, They never responded to the issue we had with having to do our own furniture placement and unboxing of our furniture. They did not send the unpacking crew they promised would be there when the truck driver delivered our goods. My husband and I (both over 65) had to move our furniture in place and remove it all from their boxes and furniture pads. All other boxes were left in our garage. Any boxes they packed are either mislabled or not labled at all This has created a tremendous amount of work for us. We do have damaged items and we will file a claim once we are done with our unpacking mess. Several expensive items were damaged. We need to have our computer checked prior to using because they packed it upsided down, unwrapped and covered by other metal items. They wrapped my husbands work bench top in a furniture pad and then boxed it but they took no measures to protect our computer or a cherished curved glass curio cabinet
Sincerely,
*** ***

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. The customer was referred to our claims service provider CSI to file a proper claim as
required by the law. The customer was sent login information on 06/**/to file a claim onlineUp to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by lawSince this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. For further assistance with filing claims you may contact CSI directly at ###-###-#### or online at *** We regret that 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

The customer can and MUST address his very lengthy complaintthrough the claims process. At thispoint it is “he said/she said”. Thecustomer even rebuts the first sentence which is strictly an apology! Bad Reviews: If youare looking for smut you can find it anywhere you want online. People use these sites as a stage to demeanand defame companies (or other people) when they are not in agreement with thebusiness transaction they experienced. *** is not intended to be such a place, but it is what people do. The customer should try looking up their ownname or their favorite company and include a negative comment in the search too. The results may surprise them Employee: Theemployee has been reprimanded for any/all of the decisions/behaviors whichmanagement felt was not acceptableThe results of the reprimanding are notdetails which are shared with any other person or department; so honestly, wecannot advise if the man was fired, if he was put on probation with ourcompany, or any other action. AdditionalItems: As stated previously, theinventory changed, the item count was increased by pieces. Further, this can be argued back and forthbetween the customer and Express Line Moving, but it is being investigated by ourneutral 3rd party claims company CSI. Should there be evidence to prove that we areincorrect about this and the customer is due a refund, CSI WILL identify thatand they will advise Express Line of their findings. At that point we would be responsible to compensatethe customer directly. We are not sayingwe will not reimburse the customer if we are responsible for such actions, weare saying we need evidence. We are incomplete disagreement with the customer about this. CSI will determine this Instructions for Movers: The customer states that their items werecompletely on the truck before the movers presented them with the RevisedEstimate Please see the attachedRevised Estimate. It clearly states thatthis document was presented to the customer before the loading of theadditional items to which their signature attests. It is also explained on the Order forService, again, signed by the customers agreeing to the information listed onthe face of the document and agreeing to the applicable charges. Both of these documents were signed by the customersthe day of the move. Estimate too Low /HalfFull Boxes: (addressed again) Theseallegations are also both being investigated by CSI. We will abide by what they determine is legaland just Delivery: The customercontinues to insist that the men were random men from ***. However, this is not how we operate. Again, we have independent contracted moverswho work for our company and for other moving companies (which means they aretrained professionals). However, theoperations of our company are not for the customer to decide. We are the company who (if determined to beliable for the customer’s claimed inconveniences or damages) will pay thecustomer. We are not “inferring” anything besides the facts. ANY company who is being asked to compensatea customer requires a claims process; we just outsource our claims to a neutral3rd party to analyze so they are not biased in theirdetermination. Our business is built onhonesty and hard work. We could not stayin business if we were doing all the things which the customer accuses. We always wanted to deliver the customer’sitems as the longer it takes up so much space in our warehouse then it means wecannot use that space for other shipments. It is not beneficial for our company to have any stagnant shipment;especially one of this enormous size We regret that the customer felt the need to continue theircomplaint. We trust that the aboveexplanations enable them to better understand our position on these matters

The customer has up to months from the date that they were delivered to file their claim. Once they successfully file their claim, we cannot add items to the claim. Therefore, it is advised for them to completely unpack and include everything on their claim that they feel needs to be addressed. We did conduct an investigation looking for the customer’s missing item. When placing a “trace” we engage in a full and thorough search of the warehouse, of the truck(s), we search the office, retrace the route, etc. Everyone cannot stop where they are at and do all of this at one time. While Operations Deptmay be available to search only on the weekends after the mass majority of the shipments have been dispatched and in route, the office staff can check the office immediately. Storage can search in the warehouse, but when they have a minute to do this Dispatch will reach out to the drivers (but remember they may be in the middle of loading or unloading a move, being unavailable to even answer the phone. If there are any isolated items which fit the description of the missing item(s) we will contact the customer right away to see if the item is theirs (sending them a photo of the item(s)There are many possibilities of what may have happened to the items she is claiming as missing (besides being “{stolen”). Stealing is a very strong and very wrong accusation. Express Line Moving has Zero tolerance for theft! It would be appreciated if the customer would completely unpack their items and verify (if the brass handle inadvertently detached from the safe during transport/loading/unloading) that it was not put into another box, drawer, or container. This is a very strong possibility. Another possible scenario is that if the handle inadvertently detached and nobody knew who it belonged to or which item it would go on. There are many other possible situations besides the customer assuming that we are thieves. Express Line Moving does not and will never engage in ANY illegal activities Our employees know that if they are found guilty of any illegal behavior there will be severe legal repercussions and we will prosecute to the fullest extentWe have worked hard to build our business on hard work, morals, honesty, and family values. We hope for this business to be a legacy to help our children, and theirs, and so on. There is NO POSSIBLE WAY that we would risk what we have worked so hard, for so long to achieve! This is our livelihood and our children’ future! Even if it was money, diamonds, whatever it is, it could never be worth the risk of ruining our name and ruining the future for our children. We respectfully request that the customer reconsider her assumption that we stole her brass handle. We will contact the customer should we find a brass handle; otherwise everything will be addressed through the claims process. We regret that the customer felt the need to continue their complaint. We trust that the above explanation enables them to better understand our position on these matters and that the customer will please work with us, not against us, to look for her item

First we would like to apologize for any inconvenience the customer may have experienced during their moveIt is never our intention for our customers to be less than satisfied with our servicesOvercharge: Per federal regulations any additional items and services requested
which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous given estimatesThe customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attestsMiscalculation on size of move: Customer had more items that the initial estimateWe even sent an additional vehicle to pick up the rest of the stuffThe customer had an additional cuFtDelay Services: They were definitely within the delivery window (business days)Per our Estimate and Bill of Lading governing this move, we have up to business days from first available date to deliver the shipmentAlthough we work very hard to meet our customer’s requested piand delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictableDamages: We understand that the customer has suffered some loss and damage to their goods and have referred them to our claims company to file a proper claimWe are unable to offer any monetary compensation to the customer until they file a claim and provide all the support required to allow our claims company to properly analyze the claimWe do go above and beyond for our customers and many times allow amounts beyond our legal liability depending on the circumstances of each caseWe 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 matterUnprofessional manner: We regret the customer felt they sustained such unacceptable behavior of our crew, Express Line Moving Inc. never takes advantage of peopleOur company policy provides for disciplinary action when such a complaint is received by a customerThe matter has been reported to and addressed by managementWe thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaintsContact with the company: Express Line Moving Inc. customers are top priority, if the customer wants to contact our company again, can feel free to call us anytime and we will always be available to answer questions and meet their requestsFor further assistance with filing claims the customer may contact CSI directly at *** or via email at *** 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

We contacted CSI (again) and it was verified that the customer HAS filed a claim. The person whom we originally asked to look the customer up must have misspelled the complainant’s name therefore the customer’s claim file did not pull up to view.  Our apologies to the customer for the misunderstanding.  However, that is not just cause to verballyattack anyone. This was nothing to do with incompetence, but with human error.  The customer's last name is not a common name and can easily be misspelled. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. If the customer has any questions or concerns about their claim CSI  can be reached Monday through Friday at [redacted] or [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My complaint will only be resolved if the Revdex.com posts my complaint and the responses by Express Line Moveing on their web site.  I'm done with this ridiculous back and forth.  The company continues to state that it was my initial inventory list when it was in fact their estimator that prepared that list.  For this company to state that reviews posted to the yelp.com site by "their own customers" is gossip confirms that this company does not have a clue about customer service or operating honestly.  As for not taking the time to file a proper complaint to claim my damages, we have not gone through everything they packed.  Rest assure I will file my claim within the required timeframe.   I will also post my experience with this company any place I can find online with moving company reviews.  Maybe future customers won't consider that gossip.   Will also contact several senior citizen organizations to warn others. 
Sincerely,
[redacted]

Overage/Miscalculation: The customer’s inventory list that they provided differed from what they actually shipped.  While they removed some items they still added more which increased the inventory.  We are glad to provide the shipping documents to show this. Delay: It is not fine print, it is clearly printed on the original estimate (sent before the move via email so there is plenty of time to open it, enlarge the size of the email so they can read all terms).  Services:  As stated in the previous responses, we do apologize that the customer feels dissatisfied with any part of our services.  However, ALL OF THESE COMPLAINTS can and must be addressed through the claims process.  The customer still has not even bothered to attempt to file a claim and seek an amicable resolution.  We will offer compensation to the customer providing we are deemed legally liable through the claims process. However, the customer refuses to focus their energy on trying to resolve the problem. To the contrary, the customer is keeping us busy responding to her complaints. Online:  If you are looking for any smut on anyone you will find it on the internet.  We suggest that everyone look up their own names and/or where they work.  We put no faith in online reviews as many people use it for a gossip column. In summary, we are reaching out to the customer to allow her the chance to prove all she says.  If we are deemed responsible for an unintentional overcharge or for service complaints we will be advised by CSI and we will compensate the customer for these inconveniences. However, it takes 2 to resolve problems. We regret that the customer found it necessary to continue their Revdex.com complaint, but we trust that the above explanation enables them tobetter understand our position in this matter.

First, we would like to apologize for any inconvenience that thecustomer may have experienced.  It isnever our intention for our customers to be less than satisfied with ourservices.  Tips: While the moversappreciate tips they are not supposed to pressure customers.  We have not had...

this complaint before.However, this complaint has been reported to management and is being addresseddirectly with the crew involved.  Wewould like to thank the customer for bringing this matter to our attention asit helps our quality control department avoid such future complaints. Look in Warehouse:  Consolidation of shipments is necessary whenshipping household goods.  We do notguarantee that a shipment will only be loaded onto one truck for the entiretransport unless a dedicated truck was requested and paid for. This is industrystandard for almost all movers; large and small.  When picked up, the shipment is brought toour warehouse until there are enough shipments to fill the tractor trailer andmake the route efficient.  This is why wewould look in the warehouse.   However,we have checked the office, the warehouse, the trucks, and even began a traceon the items that the customer states are missing.  We will notify the customer should we locateany of their items they state are missing. We only ask that the customer pleasekeep us updated with valid contact information. Loss/Damage:  We have contacted CSI our claims serviceprovider to initiate a claim file for the customer and allow them to file aproper claim as required by law.  Thecustomer was sent login information on 07/**/15 in order to file a claim online.  The customer successfully filed their claimon 07/**/15 and received an email from CSI to confirm receipt of theirsuccessfully filed claim.  Since thismove was an interstate move it is governed by federal regulations which allowsup to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they havereceived and will offer compensation based on our legal liability through theclaims process. Once the claim is filed it will be analyzed in the order it wasreceived and compensation if due will be offered on our legal liability andwithin the time frame allowed by law.  We regret that the customerfound it necessary to file a Revdex.com complaint, but we trust that the aboveexplanation enables them to better understand our position in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The explanation given does not complies with my demands. Service contracted was not provided. Explanation in detail is given in the attached file.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First, we would like to apologize for any inconvenience thatthe customer may have experienced.  It isnever our intention for our customers to be less than satisfied with ourservices.Additional After Loading: When reserving a move you arepurchasing space inside the tractor trailer and/or our...

warehouse if needed. Uponarrival to the origin the customer requested that the movers pack and shipeverything, not only the items on the inventory list.  This is why our foreman would question theprice being low.  Our crew is not inposition to assume all items are to be moved especially if the list on theestimate they have in hand is substantially different.  They will start off by loading the items theywere able to identify from their list, unless they were informed by thecustomer that they have a change of order and will need more items to beloaded.  At that point, the movers willcease from loading the customer has 3 options: 1. They can tell the movers only to pack and ship the itemson the original inventory list and nothing else.  This way the price would not increase atall.  The customer would be responsiblefor the packing and transport of any and all additional items which would causean increase in the volume and the price.  2.  The customer caninstruct the movers to pack and load their entire shipment to include theadditional items.  This would of courseresult in extra services for packing, additional volume in the truck, andincrease in the price for the move.  3.  The customer cancancel their move completely, forfeit the deposit paid, and pay the movers anhourly rate for the work already completed. The customer was provided a revised binding estimatereflecting all services anticipated to complete the move and their cost. Thecustomer chose option 2; to pack and load everything.  They chose this option before the loading ofthe additional goods to which their signature attests.  The documents that the customer was presentedafter the truck left were the inventory sheets and the bill of lading pickupacknowledgement.  They had alreadyinstructed the movers to perform the additional services and they approved theapplicable charges for those services. Estimate vs Actual: The customer’s original estimate was for281 pieces to be packed and shipped which were estimated to occupyapproximately 4,200 cu ft.  Packing is$1.50 per cu ft. The customer’s shipment ended up having 420 pieces theyrequested to be packed and shipped, resulting in an additional 1,350 cu ft. inspace.    This also meant an increase in the requirementof additional packing and materials for the additional 1,350 cu ft. Below is a breakdown for the customer’s move:  (Estimated vs Actual) Estimated                                   �... Actual                                                   4,200 cu ft@ $3.30 per cu ft                        =$13,860                                    ... 5,550cu ft                           = $18.31513% FuelSurcharge $13,860 x 13%            =$1,801.80                                   ... 13%of $18,315                  = $ 2,380.95Baby GrandPiano Handling                          = $350                                      ... Piano                                     = $350Full Packing$1.50 per cu ft                           =$6,300                                    �... 5,550x $1.50                      = $8,325Total Estimated                                                 $22,311.80                                   ... ActualTotal                        = $29,370.95The increase in the inventory/volume required for theshipment and the additional services are the reasons for the increase of theprice. Delivery:  We have independentcontracted professionally trained movers who also work for other moving companiesthat will come assist with pickups and deliveries in different areas of thenation. However, unfortunately they were unable to make this delivery.  The customers were frustrated and wanted theiritems so the driver made a choice to unload what he could.  He did not ask the customer to assist.  The driver was reprimanded by our company forhis choices.  In the original estimate, the revised estimate, the bill oflading it clearly states that “payment in full is due before the unloading ofthe truck at delivery.  The customeragreed to this term to which their signature attests.  We have contacted CSI our claims service provider toinitiate a claim file for the customer and allow them to file a proper claim asrequired by law.  The customer was sentlogin information on 08/**/15 in order to file a claim online.  The claim login information sent to thecustomer allows filing a claim for loss, damage, delay, overcharge, andcomplaint.  All the above can and must becompensated through the claims process as required by federal regulations.  For further assistance with filing claim thecustomer may contact CSI directly at [redacted] or via email at [redacted].  Please provide Claim ID [redacted] when contactingCSI.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nothing has been offered yet as compensation. Still unsatisfied
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

First, we would like to apologize for any inconvenience that thecustomer may have experienced.  It isnever our intention for our customers to be less than satisfied with ourservices.  When creating an original estimate we are completelydependent upon the customer to supply accurate...

information concerning theirinventory list and any additional services that they will require tosuccessfully complete their move.  The estimatorprovided an estimate based upon 52 pieces to be packed and shipped(approximately 472 cubic feet).  Uponarrival to the origin, the movers saw that the items would not fit into theestimated 472 cubic feet that was reserved for the customer’s shipment. Ourcrew is not in position to assume all items are to be moved especially if thelist on the estimate they have in hand is different.  They will start off by loading the items theywere able to identify from their list, unless they were informed by thecustomer that they have a change of order and will need more items to be loaded.  At that point, the movers will cease fromloading and will issue a revised estimate to include the additional items nowrequired to be moved.  The customer choseto proceed and instructed the movers to pack and load all the items.  When they did so, the items ended up being atotal of 675 cubic feet and the total inventory list was 70 pieces (this is anincrease of 18 pieces).  The increase inthe inventory list resulted in an increase in the space reservation required totransport this shipment, therefore increasing the price for the move.  However, if the customer would kindly look atthe legal and binding contract, their Bill of Lading.   Their price did increase, but they wereprovided a generous tariff discount which was just about equal to theincrease.  However, the customer omitted tonotice this or mention this in their complaint.  Licensed/Insured/Bonded: We are all of these mentioned here. All legitimate moving companies must be licensed, insured, andbonded.  Movers are not required to carryinsurance (as often thought) that covers loss/damage due to a normal movingprocess. Movers do not know what the contents of the boxes are and cannot beexpected to insure items which they do not know what they are, what theircondition is upon accepting the shipment for transport (most things are alreadywrapped or covered so the movers cannot inspect them), or what the items aremonetarily valued at.  Valuation NOT Insurance (no lawyer required - just read the information supplied toyou so you can make informed decisions): The original estimate sent to the customers via email for them to reviewat their own convenience before they are asked to sign or pay any moniesexplains “valuation” coverage and how it is not insurance but a level ofliability that customers choose for their move. This information is sent to the customers in advance and via email socustomers have time to read, comprehend, and ask any questions they may have. Therefore,on the day of the move it is one less headache for the customers and for ourmovers- we can explain but we trust that the customers have read all we hadasked them to (not requiring our movers to read and explain every term to them)so they can make informed decisions about their moving services.  Valuation is also explained on the governmentwebsites that we provide the links to for our customers to review; “Your Rightsand Responsibilities When You Move” and “Protect Your Move”.   TheBill of Lading also addresses Valuation and it explains it in detail.  The customer will then select and sign fortheir valuation coverage for their move. Please see the attached Bill of Lading (legal and binding contract thatgoverns this move) and note the customer initialed by the released liabilityvaluation choice. The coverage they choose is not allowed to be changed.  The customer chose the free of chargeReleased Liability Valuation Coverage which means that if things are lost ordamaged, and if through the claims process the loss/damage is proven to be dueto the negligence of the mover, the mover will pay the customer directly at arate of $0.60 per pound per article. Yes, $0.60 x weight of the item = $ compensation amount for that item.  Similar to selecting auto insurance, if youchoose and pay for liability coverage only you cannot ask your insurancecompany to compensate you at the same rate as if you had been paying for fullcoverage.  The customer’s items wereapproved and yes, the settlement offer is what is determined to be our legalliability based on Federal Regulations!  CSIanalyzed the claim and provided evidence to show us that we may be liable for theloss and/or damage to the customer’s items. The compensation amount is NOTsomething they can change nor can we.  CSIdoes not pay any claims because they are NOT insurance.  Moving companies hire CSI to handle theirclaims because they can do this without bias and they are professional movingclaim adjusters.  Otherwise, movingcompanies would analyze their own claims which would be difficult for thecustomer and the mover.  Express LineMoving is not owned by the same people as CSI. This is misinformation.    Monetary Compensation: The customer claimed 5 items. They claimed $1,000.00 for an ottoman,$745.00 for a coffee table, $50.00 for glass on framed poster, lost mirror $500.00and the television $350.00.  The ottoman,coffee table, and poster glass were approved and compensation was offered basedon the weight determined by the American Moving & Storage Association’sstandard weight guide.  The mirror wasnot noted that it was not received at the delivery, and the television thecustomer refused to supply pictures to show it was damaged at all.   Dispute:  The customerwas not satisfied with the settlement offer based on our determined legal liabilityso they were allowed to file a dispute. The dispute process is provided to allow customers the opportunity toprovide additional information to support their claim that they did not supplyfor the initial claim.  Then a SeniorAdjuster will re-review the claim and take the additional information intoconsideration to see if any adjustments can be made to the settlementoffer.  The customer could have sentpictures of the damaged television since that was needed to approve thetelevision.  However, the customer stilldid not do this.  The 32” flat screentelevision was not sent with the movers to transport. We regret that the customer found it necessary to file a Revdex.comcomplaint, but we trust that the above explanation enables them to betterunderstand our position in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They have not done anything to resolve my issues, I did file a claim for all of my missing items with their representative, and have not heard anything back. They have not addressed the overcharge issue or fixing all of my furniture that was damaged in the move. I am not satisfied at all at this point. They have not addressed the issue that they charged me to deliver all of these items that were missing and have offered no compensation at all for that. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 i have started the complaint process on CSI but was in a house with no internet and was working off my phone internet and could not finish. I plan on finishing today. I found it necessary to contact Revdex.com because I was told that you were going to investigate the loss of the item by checking with the person that packed the truck. There is no money that can replace the item that was lost as it was an antique. It irks me to know that someone probably stole it for scrap metal and you did not investigate and have the decency to even call me back after all my phone calls. Since there are other reports that you have had items stolen, you should be following up not just paying the minimal insurance. These are peoples belongings that  your minimal insurance replaces. If someone had bothered to call me after my several phone messages, I would not have found it necessary to contact Revdex.com. June ** was after my Revdex.com complaint not have my several emails and phone calls
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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Address: 1126 S. Padre Island Drive, Corpus Christi, Texas, United States, 78416

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