Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Thank you for you time and consideration, ***I'll be taking down my reviews online as this outcome is completely satisfactory to us
Despite our investigations, I cannot validate the claims that *** *** has been making. There have been too many people involved in the supposed damages, the customer, her friends, Mor Furniture, etc. The claims as to who said what and when are unsubstantiated. Our only recourse at this point is to just refund *** *** the balance of the cost of her move.Colonial Van & Storage has already sent Ms Tozi a $check. Today I will be mailing her an additional check in the amount of $365.92This transaction represents a full refund of the cost of this move.Sincerely,*** ** *** ***Colonial Van & Storage, Inc
This claim for damages on the *** *** move has been reopened. Our new claims handler did not review the details of this move properly before denying our liability in this matter.A Furniture Repair Service has been dispatched to *** ***'s home to inspect all items damaged in
this move and the claim will be settled according to the valuation chosen by *** *** for her move.Colonial Van & Storage makes every effort to provide exemplary service to our customers and regret that in this case, we failed to process this claim for damages in an appropriate manner.Sincerely,*** ** ***Chief Financial OfficerColonial Van & Storage, Inc
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this timeA furniture repair service is scheduled to review my damaged items
We have reviewed the entire move file for the [redacted] move from Walnut Creek, California to Fort Collins, Colorado in July of 2015. We deeply regret that there were additional charges incurred due to miscommunications on Colonial's part between our salesperson, our operations staff and [redacted]...
[redacted].Colonial Van & Storage will process an immediate $300 credit to [redacted]'s credit card to compensate for the inconvenience.Thanks so much for your understanding,[redacted], ControllerColonial Van & Storage, Inc.
I am rejecting this response because: FIRST: When I questioned the move dates on the Binding Estimate Mr. [redacted] told me "don't worry about the date" (I have an e-mail from Mr. [redacted])Mr. [redacted] at no time mentioned anything about a price increase because of "peak season." SECOND: About our furniture "being held hostage" Mr. [redacted] said if we didn't pay the new price increase, Colonial Van and Storage would not deliver our furniture from your storage facility in Sparks, NV.THIRD: I did not agree to the new contract and price. The initials on the contract MSV most likely were put there by Mr. [redacted] or your personnel. My initials are [redacted] and my wife's is **.FORTH: You said "Kevin stated the initial contract and price would be for a limited period of time" That is a totally false statement! Never did Mr. [redacted] state that to my wife or I.FIFTH: You stated that I was given and signed a receipt. That is also a false statement. I have all the the contracts and papers that Mr. [redacted] gave us. My wife and I never signed any contracts or agreements and were not requested to do so by Mr. [redacted]. When you delivered our furniture and goods to our home in Gilroy, CA. the driver [redacted] would not unload our furniture unless we gave him our credit card number and make payment. I said we would but would not sign the final delivery contract and strongly objected to the price increase. I instead stated on the contract "this price was not according to the binding estimate that [redacted] gave us previously"I can send you any copy of the contracts or papers given to us by Mr. [redacted].Sincerely,[redacted]
The Binding Estimate given to Mr. [redacted] was for a move initially planned for January of 2015 during our off season. When Mr [redacted] questioned those dates, he was assured that the dates could be changed to meet his needs. We continued to store the [redacted] goods in our warehouse and...
waited for their home to be purchased.When Mr [redacted] was finally able to move into his new home, [redacted] had to send a revised estimate since Mr. [redacted] was going to be moving in June, right in the middle of the Peak Season for moving. [redacted] explained that moving during Peak Season (usually May to September) would involve different rates. Mr. [redacted] complained about the increase but agreed to the move during the Peak Season and paid the increased amount. His household goods were not "held hostage", they were stored until the [redacted] family was ready to move. The rates were given and agreed prior to the move.In addition, during their conversations [redacted] explained that the initial estimate would be valid for a limited period of time - that different times of the year require different rates due to the increased demand for our services in the busy summer months. Mr. [redacted] was given and signed for the receipt of the attached Rights & Responsibilities Booklet. He refers to the description of a Binding Estimate on the top of page 23 (attached) but neglects to mention the next page where it describes Peak Season pricing.As for the claim for damages, I would be happy to send Mr. [redacted] a claim form to deal with his damaged items. Colonial and North American both have Claims Departments to handle a damage claim.[redacted], Controller
I never refused inspection. When I didn't know what was going on with a call I received I called [redacted] and she stated that they didn't have to come out to see the furniture, that she just needed weights on the items so [redacted] agreed that I could give her the weights. I contacted Furniture and...
received all the weights and let [redacted] know. I also told her to look at the web site and it would verify that I was correct. I was having eye surgery and she ([redacted]) said no-one needed to come out. I told her if that changes to let me know and again she said no that the information I gave her on the weight of the furniture was enough. I'm tired of you people lying. You need to fix this. [redacted] said the pictures that I provided were enough evidence for the claim, along with the weights. [redacted] also told me during one of our conversations that she told the claims dept. that I never refused to have someone come and look at the furniture and that's why she said she approved the claim and that I would be receiving a check for $1100.00.So this $200 slap in the face is not right and unacceptable. You guys made this mess and you need to make it right.[redacted] 12-20-14
I am still in the process of pulling all the documents from claims as well as our moving staff to adequately respond to this complaint. Checking all of the claims that [redacted] has made in her lengthy letter is taking some time. I should have a resolution within the next day or so, since I'm only waiting on a delivery of documents from our Claims Manager in Indiana.This has been a long process. Most of it has been due to the difficulty in figuring out what is actually being claimed. Ms. [redacted] made repairs to most of the items she claims were damaged, before we were allowed the opportunity to even view the damages. It is very hard to determine after the fact that damages were caused by transit. In addition, the repairs to her home seemed to be cosmetic in nature and were repaired immediately by the customer, again before allowing us to view them. Since [redacted] did not contact our office while the move was happening, we could not deal with the issues while we could still fix them. If things were going as badly as she now claims, you would think that a simple call to our main office might have dealt with most of the problem. She also made no notations on any of our paperwork, but signed the bill of lading right under the statement that says "Goods received in good condition except as noted heron".Ms [redacted] is now looking for a full refund of her move, in addition to a full monetary value reimbursement to items that have already been repaired. There is no possibility of both of these things happening. We have no problem taking care of damages when they are presented in a manner in which we can deal with them. But to ask us to pay for repairs to items that we could not view is unreasonable. Then to expect a refund of her move in addition is unacceptable. We have been doing everything we can to deal with this customer and hope to have a final resolution shortly.Sincerely,[redacted], Controller
This is a reubuttal to the response from Colonial Van & Storage, Inc. That I received from you today.In the second paragraph - They have known from day 1 what is exactly what was going on with the situation. They were no help at all. They said I would have to file a claim and I did. In speaking to Mira she said there was no problem in fixing the furniture and that that was allowed due to the way the invoice was.As far as the repairs to my home. It was a disaster. And I had to get it fixed or incure charges from my apartment management and if that repair doesn't hold up I will still be charged over $250.00 + for the flooring depending on what it would take to refix it if they are not satisfied when I move out. I contacted there office. They wanted nothing to do in helping the situation. They kept passing the buck.I've been the one making all the phone calls and trying to resolve this in a timely manner. They have done nothing to help. Now they claim I refused to let them look at the damages Again Never Refused. They just wanted me to go away by them not responding to my calls. Don't forget Mor furniture seen all the damage. If needed I can give you their information.As far as a simple call to their office. I DID - They ignored me always.I only sighed that BIll of lading because the movers said I had to and that I would have to go through the office on the damages. I was under a lot of disress due to the situatin at hand.In Paragraph 3:Yes, I'm looking for a full refund of my move. As well as the damages that they caused why should I have to suffer for all the damages that they caused as well as them stealing from me. They violated me in more ways than one.Again I was told by their claims person Mira that I had every right to fix everything and it was no problem at all.And as far as them having no problem taking care of damages when they are presented in a manner in which they can deal with them. Well that's a joke. They were presented with the problem in a wonderful manner but they chose to ignore it and that what unexceptable.Did they not look at all the pictures? I submitted them to Mira, just like she asked. I gave the weights, I just like she asked. I did everything they asked me to do, so cut the nonsense and quit lying.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Thank you for you time and consideration, ***I'll be taking down my reviews online as this outcome is completely satisfactory to us
Despite our investigations, I cannot validate the claims that *** *** has been making. There have been too many people involved in the supposed damages, the customer, her friends, Mor Furniture, etc. The claims as to who said what and when are unsubstantiated. Our only recourse at this point is to just refund *** *** the balance of the cost of her move.Colonial Van & Storage has already sent Ms Tozi a $check. Today I will be mailing her an additional check in the amount of $365.92This transaction represents a full refund of the cost of this move.Sincerely,*** ** *** ***Colonial Van & Storage, Inc
This claim for damages on the *** *** move has been reopened. Our new claims handler did not review the details of this move properly before denying our liability in this matter.A Furniture Repair Service has been dispatched to *** ***'s home to inspect all items damaged in
this move and the claim will be settled according to the valuation chosen by *** *** for her move.Colonial Van & Storage makes every effort to provide exemplary service to our customers and regret that in this case, we failed to process this claim for damages in an appropriate manner.Sincerely,*** ** ***Chief Financial OfficerColonial Van & Storage, Inc
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me at this timeA furniture repair service is scheduled to review my damaged items
We have reviewed the entire move file for the [redacted] move from Walnut Creek, California to Fort Collins, Colorado in July of 2015. We deeply regret that there were additional charges incurred due to miscommunications on Colonial's part between our salesperson, our operations staff and [redacted]...
[redacted].Colonial Van & Storage will process an immediate $300 credit to [redacted]'s credit card to compensate for the inconvenience.Thanks so much for your understanding,[redacted], ControllerColonial Van & Storage, Inc.
I am rejecting this response because: FIRST: When I questioned the move dates on the Binding Estimate Mr. [redacted] told me "don't worry about the date" (I have an e-mail from Mr. [redacted])Mr. [redacted] at no time mentioned anything about a price increase because of "peak season." SECOND: About our furniture "being held hostage" Mr. [redacted] said if we didn't pay the new price increase, Colonial Van and Storage would not deliver our furniture from your storage facility in Sparks, NV.THIRD: I did not agree to the new contract and price. The initials on the contract MSV most likely were put there by Mr. [redacted] or your personnel. My initials are [redacted] and my wife's is **.FORTH: You said "Kevin stated the initial contract and price would be for a limited period of time" That is a totally false statement! Never did Mr. [redacted] state that to my wife or I.FIFTH: You stated that I was given and signed a receipt. That is also a false statement. I have all the the contracts and papers that Mr. [redacted] gave us. My wife and I never signed any contracts or agreements and were not requested to do so by Mr. [redacted]. When you delivered our furniture and goods to our home in Gilroy, CA. the driver [redacted] would not unload our furniture unless we gave him our credit card number and make payment. I said we would but would not sign the final delivery contract and strongly objected to the price increase. I instead stated on the contract "this price was not according to the binding estimate that [redacted] gave us previously"I can send you any copy of the contracts or papers given to us by Mr. [redacted].Sincerely,[redacted]
The Binding Estimate given to Mr. [redacted] was for a move initially planned for January of 2015 during our off season. When Mr [redacted] questioned those dates, he was assured that the dates could be changed to meet his needs. We continued to store the [redacted] goods in our warehouse and...
waited for their home to be purchased.When Mr [redacted] was finally able to move into his new home, [redacted] had to send a revised estimate since Mr. [redacted] was going to be moving in June, right in the middle of the Peak Season for moving. [redacted] explained that moving during Peak Season (usually May to September) would involve different rates. Mr. [redacted] complained about the increase but agreed to the move during the Peak Season and paid the increased amount. His household goods were not "held hostage", they were stored until the [redacted] family was ready to move. The rates were given and agreed prior to the move.In addition, during their conversations [redacted] explained that the initial estimate would be valid for a limited period of time - that different times of the year require different rates due to the increased demand for our services in the busy summer months. Mr. [redacted] was given and signed for the receipt of the attached Rights & Responsibilities Booklet. He refers to the description of a Binding Estimate on the top of page 23 (attached) but neglects to mention the next page where it describes Peak Season pricing.As for the claim for damages, I would be happy to send Mr. [redacted] a claim form to deal with his damaged items. Colonial and North American both have Claims Departments to handle a damage claim.[redacted], Controller
At this point it makes more sense for us to just pay the disputed amount of $878.17 to [redacted] to settle this matter
I never refused inspection. When I didn't know what was going on with a call I received I called [redacted] and she stated that they didn't have to come out to see the furniture, that she just needed weights on the items so [redacted] agreed that I could give her the weights. I contacted Furniture and...
received all the weights and let [redacted] know. I also told her to look at the web site and it would verify that I was correct. I was having eye surgery and she ([redacted]) said no-one needed to come out. I told her if that changes to let me know and again she said no that the information I gave her on the weight of the furniture was enough. I'm tired of you people lying. You need to fix this. [redacted] said the pictures that I provided were enough evidence for the claim, along with the weights. [redacted] also told me during one of our conversations that she told the claims dept. that I never refused to have someone come and look at the furniture and that's why she said she approved the claim and that I would be receiving a check for $1100.00.So this $200 slap in the face is not right and unacceptable. You guys made this mess and you need to make it right.[redacted] 12-20-14
I am still in the process of pulling all the documents from claims as well as our moving staff to adequately respond to this complaint. Checking all of the claims that [redacted] has made in her lengthy letter is taking some time. I should have a resolution within the next day or so, since I'm only waiting on a delivery of documents from our Claims Manager in Indiana.This has been a long process. Most of it has been due to the difficulty in figuring out what is actually being claimed. Ms. [redacted] made repairs to most of the items she claims were damaged, before we were allowed the opportunity to even view the damages. It is very hard to determine after the fact that damages were caused by transit. In addition, the repairs to her home seemed to be cosmetic in nature and were repaired immediately by the customer, again before allowing us to view them. Since [redacted] did not contact our office while the move was happening, we could not deal with the issues while we could still fix them. If things were going as badly as she now claims, you would think that a simple call to our main office might have dealt with most of the problem. She also made no notations on any of our paperwork, but signed the bill of lading right under the statement that says "Goods received in good condition except as noted heron".Ms [redacted] is now looking for a full refund of her move, in addition to a full monetary value reimbursement to items that have already been repaired. There is no possibility of both of these things happening. We have no problem taking care of damages when they are presented in a manner in which we can deal with them. But to ask us to pay for repairs to items that we could not view is unreasonable. Then to expect a refund of her move in addition is unacceptable. We have been doing everything we can to deal with this customer and hope to have a final resolution shortly.Sincerely,[redacted], Controller
This is a reubuttal to the response from Colonial Van & Storage, Inc. That I received from you today.In the second paragraph - They have known from day 1 what is exactly what was going on with the situation. They were no help at all. They said I would have to file a claim and I did. In speaking to Mira she said there was no problem in fixing the furniture and that that was allowed due to the way the invoice was.As far as the repairs to my home. It was a disaster. And I had to get it fixed or incure charges from my apartment management and if that repair doesn't hold up I will still be charged over $250.00 + for the flooring depending on what it would take to refix it if they are not satisfied when I move out. I contacted there office. They wanted nothing to do in helping the situation. They kept passing the buck.I've been the one making all the phone calls and trying to resolve this in a timely manner. They have done nothing to help. Now they claim I refused to let them look at the damages Again Never Refused. They just wanted me to go away by them not responding to my calls. Don't forget Mor furniture seen all the damage. If needed I can give you their information.As far as a simple call to their office. I DID - They ignored me always.I only sighed that BIll of lading because the movers said I had to and that I would have to go through the office on the damages. I was under a lot of disress due to the situatin at hand.In Paragraph 3:Yes, I'm looking for a full refund of my move. As well as the damages that they caused why should I have to suffer for all the damages that they caused as well as them stealing from me. They violated me in more ways than one.Again I was told by their claims person Mira that I had every right to fix everything and it was no problem at all.And as far as them having no problem taking care of damages when they are presented in a manner in which they can deal with them. Well that's a joke. They were presented with the problem in a wonderful manner but they chose to ignore it and that what unexceptable.Did they not look at all the pictures? I submitted them to Mira, just like she asked. I gave the weights, I just like she asked. I did everything they asked me to do, so cut the nonsense and quit lying.[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.