Ideal Moving & Storage

Please find and append attached claims findings to the aforementioned complaint As for the personal issues with the driver- the company has found out there was more aggression and discrimination leveled at the said driver The case has been closed and we are satisfied with the evidence and data reviewed to ascertain that the driver and his helped acted and worked in accordance to their set terms of employment Thank you Operations deptC/o Jacque C***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and just want this to go away What the trucker is saying is not true - I was charged for tolls and packing - they just never separated it on the bill I have no intentions of ever doing business with this company I accept the $that was refunded to me and considered this closed I will take it as a lose as I do not have time to argue Thanks for your assistance and help [redacted]

The Insurance Contracts Amendment Act 2013Subrogation Section of the ICA is now amended to clarify and detail the way in which proceeds from a recovery action against a third party by an insurer under a right of subrogation are to be distributed between the insurer and the insured and provides that: the party taking the recovery action (i.ethe insured or the insurer) is entitled to priority reimbursement for their loss and administrative and legal costs; once that party is reimbursed, the remaining balance is to be paid to the other party but only to the extent that it does not exceed their loss; where there remains excess recovered funds, the party taking the recovery action is entitled to the excess; where both parties contributed to the recovery action, the costs of both parties are reimbursed or shared on a pro rata basis if there are insufficient recovered funds to reimburse both in full; where there remains excess recovered funds following joint recovery action, both the insurer and insured are each entitled to a portion of these funds calculated on a pro rata basis in proportion to their administrative and legal costs; and interest goes to the party who took the action and is shared between both parties in joint recovery actionThe operation of section is subject to any agreement between the insurer and the insured with respect to a loss Thus Ideal Moving Incis not withholding the complainants claims- there are systems and polices to aid in a progressives and non-duplications of compensations if there are any duePlease advise the customer accordingly and she can call the insuring company ( [redacted] – [redacted] ) to clarify this policyThank you [redacted] ? ?

[redacted] did check with dispatch on delivery before confirming to customer to book the next day or whenever she was readyThe issues is the dispatching that caused all this messI don’t have the details to the delivery and the said missing items, I am waiting for the closed files from the scheduling and dispatching in August to answer this complaint in its entiretyPlease the customer is not being ignored, summer gets too busy that at best we hire additional helpers that complicate the systems in-house- this fact does not take away from the customers complaints and experienceI will follow through as soon as I get the closed files for the said monthThe delay in closed files is waiting for contracts after deliveryThank you

I understand the need for a TVBut I have checked the email and phone calls- there is no mention of a longwinded delay in replacement of the said TV.The customer emailed the sales rep on finding TV damage on Sept ***2014.And on Oct [redacted] this message came through as result of proof of purchase and photos, we onlygot the photos again, no purchase receipt/proof of purchase They were requested this information to expeditethe claim or compensation process The lack of receipt or otherwise makes it hard for the claims adjustors to do theirjobs properlyThey forwarded said receipt on Dec [redacted] 2014- see attached receipt-does not proof anything Casing poiyou have a road accident, do you go to the dealers and purchase the replacementcar or do you await the claim/damage finding? In the meantime the insurance companygives you a courtesy car Ideal was not even given the option to lease a TV from rent a center or otherwise while weawait the claim process or their proof of purchase The claims adjustors finding staysSincerely [redacted] On behalf of [redacted] ***below is first contact information on TV damage [redacted] [redacted] [redacted] [redacted] [redacted] ***

This was what the claims deptfound in regards to the above complaint (attached).The subsequent communications to claims on their findingWhat is the nature of the customers complaint? Because all the information pertaining her claim was reviewed in accordance to terms set in and her initial indication on contract Her emails also contradict what she claimed at the beginning What our customers forget a claim is an insurance related issue that has to be supported and also must be consistent through its processOne cannot come back with various versions of a claim and hope for the adjustors to amend their investigation as time goes byThe claims deptfinding is final, unless the customer has additional information for me to forward for its review Sincerely [redacted] ***

This the very first time this complaint has come to our attentionI have no clue whom she spoke to, neither can I find a claims file/report to support the stated missing chair.Please advise the customer to email [redacted] I don't see how a missing chair can be missed or ignored The customer was picked up on from [redacted] ** ***, for delivery to [redacted] ** ***.The customer received all shipment but never made such notations about a missing chair(please note that a chair is not a boxed item and thus must have been obvious as missing at delivery).Anyway advise the customer to send the indicated email and I will take care of it.Thank you.Sincerely [redacted] ***

Please find the claims department's findings.Plus the communications she has had with Ideal.What part of the claims did the insurance miss and what can I do if the insurance deemed the claim only worth the missing two items? No price is given at loading- the rate and charges are discussed prior to commencement of services - hence the revised part of the contract- why do customer do this? Please advise- I could learn something regarding the services.Sincerely [redacted] ***

The initial complaint was for misconduct by an employee and then later a missing stereo system was added to the complaint / claim- The changes from an internal employment procedural investigation to an insurance related claim adds time to the final findings and responseClaims are investigated, legally addressed in accordance to laws and regulations required of a US Federal licensed moving company and the loss is never taken lightly by the insurance companies either They investigate every claim regardless of size or costs It takes up to 30- business days depending on the claim and charges being tabled Thus Ideal Moving Incis not withholding the complainants complaint / claims- there are systems and polices to aid in a progressive conclusion of all issues raisedPlease advise the customer accordingly and they have a very egregious claim of misconduct by an employee/ CDL licensed authorized driver Based on governing/license laws of operation and discrimination acts we cannot responded without involving a few agencies because of the statement we have received from both customer/ daughter and driver/employee and his helper Additionally some other information was made available from the delivery site Nobody wants a customer to be railroaded neither do we take someone's only form of income lightlyThis is not a lawless country and there are laws to be adhered too, therefore they must await due process to the same PS- keep the complaint file opened- no response will be forwarded without due process Thank you Jacque C***

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 had no response in regards to the missing items or the actual cubic feet my load actually utilized I did file a claim with the business and included pictures of the truck delivering my load I did also file a claim with the [redacted] insurance company in hope of recuperating some of my loss, but they are not responsible and cannot do anything about the space I was charged forRegards, [redacted] 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: [Your Answer Here] In response to Ideal's latest email dated today, November **, please see attached correspondence that ensued after J [redacted] **s so called offer topay for the bookcase As you can see he retracted his offer and once again blamed the insurance company as the reason for the delay Interestingly enough he indicated that the price may also be an issue, however, it could not possibly be the price because the paperwork did not require the cost of the item I am not sure that there really is a claim to the insurance company or that Ideal thinks that we will just go away and not pursue the claim Additionally, it is true that we did not mention the cost of the move because on the day of the move we spoke with many people at Ideal regarding the unbelievable price increase As a matter of fact, I was even called by someone who claimed to be the owner of Ideal, stating that he was in the hospital while speaking with us, about the ridiculous charges After going through this ordeal my husband and I knew that the only recourse was to address this situation with the Revdex.com so that others would be aware of the deceptive pricing practices of Ideal as can be seen not only by our complaint but by others as displayed on the Internet Ideal needs to pay for their damages 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: [Your Answer Here] I am not sure what is meant by an email to an inactive accountMy husband was instructed to make a claim through emailAll other communication before the recent communications contained here were telephone communications with claims personnelI am out of town right now but will pursue resolution through other channelsThere is no need to prolong these communications - it's been five months since the initial claim was made In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Please be advised that I spoke to the customer yesterdayAnd this is also the first I have heard of the billing as indicated in the complaintThe only concern that was forwarded was the attached bookcase- of which I was told they require proof or copy receipt or close period of purchase to assess
validity of price tag. The pictures do show damage to the item but the company cannot based on the insurance valuation of per lb pay $for the item.Attached are my email communications with the customer- outside any she may have had with the claims department. I await the claim dept. response or as indicated some proof to this item's price tag of $from *** and I will foot the said bill to show that we are not here to frustrate any customer, but are bond by regulations and terms relating to any claim forwarded.Sincerely*** ***

I am aware and familiar with the customers complaintthe issues raised she discussed with me.please I am requesting the bill/receipt for the piano move upstairs.The other issues were about employees whom as per the complaint included terms that have a perceived/ viewed as racial and I cannot
treat them lightly nor ignore the customer's complaint.please request the customer to forward costs as indicated and the other issues raised are being investigated internally- Much appreciated.Sincerely *** ***

I verbally confirmed (via telephone) with the customer to purchase the said bed rails and fix the mirror
When I asked for the check, I was advised that the custo9mer had basic valuation of .60cents lb coverage and the insurance/claims depthas to advise the check amount
I advised the customer
of the same and like any organization I simply can’t just write out a check without the proper chain of command
Money matters/checks and claims issues do take time and that is evidenced in all other issues of claims we do in our everyday lives, example auto insurance claims
I am awaiting the claims response to advise the customer accordingly
Sincerely
*** ***
*

Please accept my sincerely apologies on this delayed response- I have been away on treatmentyes I gave the customer my cell but unfortunately I was not able to speak, text or respond back due to unavoidable circumstances.I also have an insurance claim form the customer of which the
same paperwork I just attached therein have been forwarded to them for evaluation. we cannot run two claims simultaneously- doing that will be contrary to insurance laws and possible fraud charges being tabled. This means we have to await the insurance company's (*** ***) open Policy #*** on the same customer.Presently I cannot advise on the charges, expect that the customer initial advise to sales rep and the actual load at pickup were completed two different scenarios.I am back and will advise as soon as I can get a response from claims as to the attached copy email to claims and the questioned volume. Sincerely *** ***

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'm not really sure how they can say that I changed my claim, since it was directly copied and pasted from my original email to them I must say I'm terribly disappointed that they will not give me further insight into the response from their insurance company and that they refuse to respond regarding the incorrect estimate To be honest I'm tired of going back and forth with an uncooperative company, since they do not want to resolve the issue Hopefully this compliant will help inform future customers about how difficult their claims department is and to be wary of their estimates - I wish I would have known that before choosing them for my move.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

There were no toll charges- on this job or packing fees
The moves are normally minimum- I.e2hrs labor minimum and travelThe move was from Long Island- they drove to long island to pick it up and then drove to *** to deliverAnd it takes longer to drive even with a small car let
alone a truck (it’s a truck not a van)And trucks are not allowed in all roads in the five boroughs- so yes the crew must find other ways to arrive at a destination
the GPS tracker shows the time spent driving from long Island to ***- it was a rainy day and traffic didn’t make the driving any easier or faster)
On smoking- I asked the crew and they showed me this brown like cigars that smell- (I personally don’t smoke, never smoked can't stand smoke- all cigarettes and stuff stink regardless of the brand) it is not a crime to smoke if they were smoking the cigars they showed me(I have no way to negate or prove if they showed me what they were smoking)
See attached refund slip, quote, bill of lading and the email below was sent to sales rep with charges customer paid and I now have a different version of the complaint
Please ask the customer to summarize what they want me to do, not sure which line of complaint to follow
what is the bill supposed to be according to her calculations?
The accounts deptgave me as follows:
(5.15hr x $85=$- broken down driving to Long Island took 1.15hrs, wrapping armoire- loading and driving back plus unloading and unwrapping hrstotal 5.15hrs of billable labor)
The toll for RFK bridge was not charged to the total bill neither was she charged for wrapping the armoire- it was due a bulky fee but that was not charged either)
Tips are a personal choice and the company does not mandate nor refund tips
She paid total $-(439-deposit refund)
Sincerely
*** ***

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:Attached is the settlement letter from the insurance co Although I do not agree, I understand the policy I assume I have to accept this offer before the moving company will attempt to reimburse me for the difference of the missing products.*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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:The company according to their response are still investigating and looking into my complaint. I've have been waiting for over a week for them to (look into it) take accountability for the independent contractors that they hire.They have emailed me requesting a photo and invoice for my stereo, which I will forward to them and to the Revdex.com tomorrow.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
Rose P***