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Our company provided moving services for the client from a high rise apartment building to single family homeAt time of delivery to new residence, client states they informed crew foreman of scratches to hardwood floor but at the completion of the move, paperwork was signed by client that all services were rendered with no damages notedOur company was notified of floor damage being claim via email three days after the move was completedIn the email client states the scratches were noticed after they cleared away boxesClaim form was sent to client as requiredUpon receipt of completed claim form, stains on the carpeting at the origin address were included as additional residence damageOur firm spoke with all personnel involved and information supplied by the client at the timeThe claim was denied for the hardwood floors at destination address based on (1) no damage was noted on delivery paperwork at completion of move, (2) information supplied by client that was inconsistent as to when damage was noticed and (3) presence of additional contractors within residenceDamage claimed to the origin location was denied based on (1) coming out of a high rise elevator building, nothing would still be of any crew members shoes that would have been brought into clients apartment, (2) pictures supplied by client were not footprints, (3) any item being removed from their residence that would have caused carpet stains would be at their liability and (4) inconsistent statements by client that damaged was first noticed February 7, but included on claim form signed and dated by client February 3, Client was advised of our findings and requested we review and reconsiderClient was instructed that if they had any additional information that we may not have considered, to submit it to usClient did submit information from the other contractors that were or had performed work at the new residenceInformation submitted was deemed irrelevant as it was only statements from other contractors as to how or why they were not responsible or in their opinion; damages were consistent with being caused by moversClient was notified that nothing submitted caused our firm to reconsider our previous denial of any liability

Complaint: [redacted] I am rejecting this response because: Chris dont follow protocol re: documentation of complaint by not walking us through the paperwork when we signed and documenting our complaint when we mentioned itHe advised us to call the office, which we did the following business dayWhen I contacted the business, I explained the situation that Chris did not document complaintBusiness indicated that it wasn't a problem and asked me to fill out paperwork and get a quote from the contractors who finished my floorsOn two separate occasions I sent photos and letters from contractors, as per the request of the businessBusiness responded three months after second set of documents sent through after repeated communications on my end for a responseaLetter from painting contractors states house walk through occurred prior to arrival of movers and no damages notedPainters also note that house is painted room by room and all floors are covered in order to avoid paint and damages to homebFlooring contrator noted that he has been on the job for years and in his tenure he has been asked to assess damages to homes after moves frequentlyDamages in my home consistent with what he has seen in other homes.I do not see how this information is deemed irrelevant in making an assessment on how the damages occurred in my homeStains on carpet of apartment noted one week after damage of scratches on floors reported, not on February 3, as business notesI don't know what the stains areI did not say they came from foot printsI left the apartment prior to the employees finishing up and did not return that dayI purchased lunch for employees and informed informed them to close door behind them, which would lock, when they finishedBecause I left before the employees I did not get a chance to assess the apartment for damages until I returned later that weekend to clean upBusiness wrote to me that they would reimbursement $for the carpet cleaningI have yet to see the reimbursement on my credit card Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:
Business continues to misrepresent and alter the truthAt the time of signing of the contract I noted scratches on the floor to head mover, ChrisI suggested to Chris to make a notation on the documents but he denied my request and told me to call the officeI called the following business day at which time the business proceeded with assessing the damage claims as if they were already awareAt no time during our conversation did Christina say or indicate she was unaware of the damagesIn fact, she acted as if she was already aware and gave me paperwork to fill outBusiness states that I filed a claim of the carpet stains at the time of initial damage claimThis is not trueI called about a week later and filed a second damage complaint several days after thatI did not see the stain until I returned to my apartment to clean up and I spent a few days trying to clean it up but was unable toBusiness also continues to talk about foot prints - I am not sure why they continue to do this as I do not believe I indicated these stains were caused by footwear. Business says I verbally denied reimbursement of $for carpet cleaningThis is FALSEWe have not spoken on the phone since April because business fails to respond to client, which is why I have gone through the Revdex.comAdditionally, since business has lied about being informed of damage to my floors at the time of moving I have tried to document all communications. Moving company continues to convolute and misrepresent the truthI believe they are fully aware of the damages they have made to my home and are not accepting responsibility for them because Chris did not note the damages on the documents when I requested he do so, and because I have signed off on the paperworkIt is obvious from the pictures (i.e., frequency of the same scratch) and additional evidence I have provided that there is no way a homeowner could have caused damage like this to his or her own home, especially after not having moved any furniture once the movers left.
Regards
*** ***

Per our response to the original complaint filed and as previously notified to client, we have denied liability for residence damage claimed by client: 1.No notation on signed Bill of Lading of any residence damage. In an e-mail received from client three days after the move, clients states damage was noticed after they “cleared away” boxes, not while crew was there. We can not accept liability for residence damage not noted at the time of delivery or when information indicates that additional moving of items not performed by our company may have taken place. 2. After initial denial of claim, additional information received from client sent for reconsideration of the denial did not contain any information except statements from other contractors why they did not cause or the reason they thought our would company may have caused it. Information submitted did not provide any additional proof that would cause us to reconsider the original reasons for our denial of liability. 3. Liability for stains to the carpet at origin residence were denied based on (1) no footwear or equipment used during the move would have caused the stains as shown on pictures submitted by client and (2) any item or items being moved from within the residence that would have caused stains would be at client’s liability as item would not have been properly prepared or serviced in advance of move by client. In addition, there are contradicting statements made by client on this damage. Client states damage not discovered until February 7, 2015 but this damage was included on the initial claim form filed by client that was signed and dated by them on February 3, 2015.   4. Without accepting any liability and purely as a gesture of goodwill towards a client, we did offer to reimburse the client the $69.00 cost of carpet cleaning for the origin residence which would have brought the entire matter to a conclusion. This proposal was verbally rejected by client. We would certainly honor this original settlement proposal if acceptable to client to bring this matter to a conclusion. If any additional information is required, p[lease feel free to contact me. Steve D General Manager

Our company provided moving services for the client from a high rise apartment building to single family home. At time of delivery to new residence, client states they informed crew foreman of scratches to hardwood floor but at the completion of the move, paperwork was signed by client that all...

services were rendered with no damages noted. Our company was notified of floor damage being claim via email three days after the move was completed. In the email client states the scratches were noticed after they cleared away boxes. Claim form was sent to client as required. Upon receipt of completed claim form, stains on the carpeting at the origin address were included as additional residence damage. Our firm spoke with all personnel involved and information supplied by the client at the time. The claim was denied for the hardwood floors at destination address based on (1) no damage was noted on delivery paperwork at completion of move, (2) information supplied by client that was inconsistent as to when damage was noticed and (3) presence of additional contractors within residence. Damage claimed to the origin location was denied based on (1) coming out of a high rise elevator building, nothing would still be of any crew members shoes that would have been brought into clients apartment, (2) pictures supplied by client were not footprints, (3) any item being removed from their residence that would have caused carpet stains would be at their liability and (4) inconsistent statements by client that damaged was first noticed February 7, 2015 but included on claim form signed and dated by client February 3, 2015. Client was advised of our findings and requested we review and reconsider. Client was instructed that if they had any additional information that we may not have considered, to submit it to us. Client did submit information from the other contractors that were or had performed work at the new residence. Information submitted was deemed irrelevant as it was only statements from other contractors as to how or why they were not responsible or in their opinion; damages were consistent with being caused by movers. Client was notified that nothing submitted caused our firm to reconsider our previous denial of any liability.

Complaint: [redacted]
I am rejecting this response because:
1. Chris  dont follow protocol re: documentation of complaint by not walking us through the paperwork when we signed and documenting our complaint when we mentioned it. He advised us to call the office, which we did the following business day. 2. When I contacted the business, I explained the situation that Chris did not document complaint. Business indicated that it wasn't a problem and asked me to fill out paperwork and get a quote from the contractors who finished my floors. On two separate occasions I sent photos and letters from contractors, as per the request of the business. Business responded three months after second set of documents sent through after repeated communications on my end for a response. a. Letter from painting contractors states house walk through occurred prior to arrival of movers and no damages noted. Painters also note that house is painted room by room and all floors are covered in order to avoid paint and damages to home. b. Flooring contrator noted that he has been on the job for 25 years and in his tenure he has been asked to assess damages to homes after moves frequently. Damages in my home consistent with what he has seen in other homes.I do not see how this information is deemed irrelevant in making an assessment on how the damages occurred in my home. 3. Stains on carpet of apartment noted one week after damage of scratches on floors reported, not on February 3, as business notes. I don't know what the stains are. I did not say they came from foot prints. I left the apartment prior to the employees finishing up and did not return that day. I purchased lunch for employees and informed informed them to close door behind them, which would lock, when they finished. Because I left before the employees I did not get a chance to assess the apartment for damages until I returned later that weekend to clean up.4. Business wrote to me that they would reimbursement $69 for the carpet cleaning. I have yet to see the reimbursement on my credit card.
Regards,
[redacted]