Invoke Moving, Inc

Though the Owner's response is only partially correct (I tipped the hard working movers $100), I find that this resolution is satisfactory to me

Texas Department of Motor Vehicles is our regulatory agency.  We have not received damage claim filing form for this customer.  The complaint is difficult to understand so I am going to state the facts which can be viewed on attached contract.#1 Pickup 2nd floor apartment in Fort Worth,...

Texas at 8am#2 Delivery 2nd floor apartment in Plano, Texas at 3:30pm (total move 7.5 hours)#3 Move was (2) bedroom clear out--based on inventory and distance the move falls well within typical move from Fort Worth to Plano#4 Customer signed all required signatures agreeing to terms outlined in TxDMV regulated contract and needs to follow them in order to receive compliance from our company#5 Our Office has not received damage claim filing form as required in moving contract per TxDMV (we abide by all Texas Statutory policies)#6 We perform thousands of moves a year and each customer is held to same process as required by TxDMV for filing claim form#7 We have internally investigated move and found no errors from administrative policies, contracting, TxDMV guidelines, or crew personnel.  The crew performed a 2nd move in Dallas upon completion of this customer's move so I can assure you they were not tired. #8 All phone calls are recorded to ensure quality control and consistency, customer was quoted hourly rate + drive charge which is what he received (view contract above)  Customer needs to follow TxDMV procedure for claim filing in order to process any liability claim for damaged/lost items.  We have a process to abide by and are unwilling to compromise without providing proof of process for TxDMV.Per Texas Department of Motor Vehicle:“Household goods carriers have 90 days from receipt of a claim to pay, decline to pay, or make a firm settlement offer, in writing, to a claimant.  Questions or complaints concerning the household goods carrier’s claims handling should be directed to the department’s Enforcement Division via the toll-free consumer helpline as listed on the department’s website. Additionally, a claimant has the right to request mediation from TxDMV within 30 days (excluding Sundays and nationally recognized holidays) after any portion of the claim is denied by the carrier, the carrier makes a firm settlement offer that is not acceptable to the claimant, or 90 days has elapsed since the carrier received the claim and the claim has not been resolved.”

[redacted] is well aware of the agreement he made with one of our crew personnel.    #1 We arrived at 9:15am (Out of good faith I told crew start after our company cleared insurance and security compliance issues [redacted] should have approved but they...

were clueless on how to coordinate)** We had no authorization for move (FREE 45 MINS DISCOUNTED) #2 Started move: 10am Ended Move: 7pm= 9 hours -30min lunch (Total Hours Charged 8.5) #3 Table scratch was discussed at unload.  Unfortunately, accidents do happen.  [redacted] made agreement with our crew to discount 30 minutes from move in settlement of scratch to table.  Move was completed at 7:30pm[redacted]Attachment credit card receipt (transaction 7:30pm) (DISCOUNTED 30 MINS) As stated, "we record all calls".  [redacted] acknowledged he made the verbal agreement directly to me with supporting evidence attached.  We did best we could to accommodate move with time restraints and building complications.  I do not engage myself or company with individuals/businesses with disregard of integrity, morals, and ethics as displayed by [redacted] representing [redacted].  A man is only as good as his word. Your company can file a claim like any other customer with damage claim.    Claims Department will review, and make a decision based on Texas Department of Motor Vehicles liability requirement of $.60lb per item and documentation audit.  Please read move confirmation sent to [redacted] by email & "Moving Contract" which outlines statutory guidelines per TxDMV.  In all honesty, you purchased used office furniture and repair company is over charging you 80-90% to repair a scratch.  It does not need to be moved from premises, and restoration of entire table is far from required.  When you get a scratch on your car does Body Shop paint entire car??  No, they spot repair by color matching and blending.  We perform thousands of moves annually.  Claim form has was sent yesterday immediately after your call, proceed as you desire.  Lesson learned by Federal Heath; Don't allow employees to make monetary agreements without proper authority and you would not find yourself in a moral & ethical dilemma.  Internal issues aren't our problem.