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.#Pickup 2nd floor apartment in Fort Worth, Texas at 8am#Delivery 2nd floor apartment in Plano, Texas at 3:30pm (total move hours)#Move was (2) bedroom clear out--based on inventory and distance the move falls well within typical move from Fort Worth to Plano#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#Our Office has not received damage claim filing form as required in moving contract per TxDMV (we abide by all Texas Statutory policies)#We perform thousands of moves a year and each customer is held to same process as required by TxDMV for filing claim form#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#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 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 websiteAdditionally, a claimant has the right to request mediation from TxDMV within 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 days has elapsed since the carrier received the claim and the claim has not been resolved.”
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.#Pickup 2nd floor apartment in Fort Worth, Texas at 8am#Delivery 2nd floor apartment in Plano, Texas at 3:30pm (total move hours)#Move was (2) bedroom clear out--based on inventory and distance the move falls well within typical move from Fort Worth to Plano#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#Our Office has not received damage claim filing form as required in moving contract per TxDMV (we abide by all Texas Statutory policies)#We perform thousands of moves a year and each customer is held to same process as required by TxDMV for filing claim form#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#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 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 websiteAdditionally, a claimant has the right to request mediation from TxDMV within 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 days has elapsed since the carrier received the claim and the claim has not been resolved.”