Iron Man Movers and Storage Inc

Complaint: ***
I am rejecting this response because: I've attached screen shots of the dates and times that Iron Man was called, I want those to be a matter of public recordThe business saying I called twice is ridiculous and not something I would make upThis entire situation could have been avoided had Iron Man called me back as requested FOUR timesI will consider this case closed as soon as the money is back in my account.
Sincerely,
*** ***

This claim was settled within the time-frame allowedAlso, it was settled according to the damage protection option the customer chose and signed for, which was the free basic value protectionThere is no law indicating a standard $reimbursement for a sofaThe option the customer chose is
based on the weight of the item, which is reimbursement at .60/lbAll moving companies in the State of Washington are governed by the Washington State Department of Utilities and Transportation CommissionPer their guidelines we are to notify customers of the different damage protection options available to themWe do over the phone, in writing, and upon arrival at the job site where they sign the bill of lading indicating their choiceWhile the experienced crew adamantly denied being responsible for the damage, (claiming the sofa was in the same condition when placed in the new residence as when it was loaded), we still honored the claimWe did ask for pictures of the damaged sofa - and it did have very noticeable damageIt seems like it would've been noticed by the customer or crew prior to leaving the job site during the final walk throughWe researched the weight of a standard cushion sofa and reimbursed accordinglyWe strive to have our customers feel they received outstanding service from usIn the rare occasion damage occurs we want the customer to feel they were treated fairlyWhile we did adhere to the coverage option they chose, we will contact the customer and make attempts to come to a resolution they are satisfied with

Ms*** is correct in that we did anticipate her job taking longer that it didOur movers are very experienced and provide excellent service - therefore, often moves get done quicker than we plan forHer move took place on Friday (5/5)She did leave a message after hours (7:p.m.) on
Wednesday (5/9)The bookkeeper had already refunded her overage Tuesday (5/8) morningWe have no control over the amount of time it takes for her credit card company or banking institution to post the refund to her accountAccording to our call log records we have two calls from this customer after her move (one being after hours)She is requesting the full amount of the cost of her move be refunded, which is not warranted

We will not be reimbursing any amount to this customerAll movers in the State of Washington are regulated by the Washington State Department of Utilities and Transportation Commission - per their guidelines all moving companies are required to charge travel timeCustomers are made aware of this
multiple times verbally and in writingThis customer was on a very tight budget and made that known to the crew upon their arrivalThey were instructed to load her rental truck with her belongings in the order she instructed because she wanted her garbage items at the end of the truck. My crew requested she run to a store to purchase straps to secure her goods as she didn't have an adequate means to do soShe declined and provided them with ropeNor did she have adequate padding but she did provide them a few blankets and a rugThe crew packed her truck tightly and securely, loaded items in the order she requested, and did it in the time-frame she could afford. Lastly, we require all customers that are transporting and offloading their own goods to sign a damage liability waiver since we do not have the control of how items are handled from start to finish - this customer did not claim any damages and she did sign the waiver

This is the first time we were made aware that this was a sofa BEDThe customer did not indicate this on the damage claim form - therefore, we were under the impression it was a standard cushion sofa, and calculated the weight accordinglyBased on this new information we will send the customer the additional funds for settlement

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: they determined the compensation arbitrarily.  They say it is by weight (60 cents per pound); which is true, but they never weighed the sofa bed that they damaged. They made up a weight and paid me on the basis of that amount.  Based on the $90 check they sent me, they assumed my sofa bed weighs 150 lbs.  The item is MUCH heavier than that.  My research online is that a sofa bed typically weighs around 250 lbs.  This is what I based my compensation request on.  So they owe me approximately $60, or they can come weigh the sofa bed, and pay me the exact amount based on its weight multiplied by 60 cents per pound.Sincerely,[redacted]