Kinco LTD

September 15, Dear [redacted] , I am writing to you in reference to customer complaint # [redacted] for [redacted] We have received a copy of Mr [redacted] 's estimate for the repair of his home, we as a company did everything that we could do during the move to inform the customer that if he wanted his items moved into the location he desired, it would result in damage to his homeWe were given the OK from the customer to use force to get the items through the doorway which resulted in damage but we as a company are not liable for the damages Enclosed you will find a check in the amount of$in good faith to the customerIf you have any question or concerns please feel free to contact me at ###-###-#### Sincerely, *** [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I find it very hard to believe that any company would display such poor character They are lying, lying, lying! I repeatedly asked both [redacted] and [redacted] about the supposed waiver for a customer to sign off on agreeing to potential damage to their home They both denied that this waiver existed Now they're stating I refused to sign a waiver that does not exist, so now it does???? Please find attached Good and Fair's "Property Damage Evaluation and Exception Report"This report indicates that the crew admits that they created the damage without my permission This damage is also indicated on the Bill of Lading and my signature is on both documents Furthermore, why would they take pictures of damage that I agreed to? The damage to the home was created before any conversations took place between myself and the moving team The furniture piece was already wedged in the basement hallway before I walked around the corner and noticed them at a standstill At that point it was already too late The damage to the wall and the floor had already occurred As I came around the corner I witnessed one of the leaders communicating with [redacted] that they try moving the couch piece a little differently then they pushed the piece about 1/2" and at that point said to me "we can try and force this thru, but it may create damage." After witnessing the fraction of a movement I told them to stop because it did not seem that it would fitIt was after they pulled the piece out that I saw the almost foot gash in the hardwood floor and wall that was clearly done before I had knowledge of the problem I was never at any time asked to sign the damage waiver form From what I can tell there were two leaders within the man crew; [redacted] was not one of them ***s name is mentioned several times in their rebuttal, but he was clearly not one of the leadersHe was not one of the people I was in communication with regarding any instruction on the move, any questions I had regarding the move, nor any and all paperwork to see and sign related to the move I don't know their names but the two leaders I refer to were both courteous and hard working The one leader was the person who handled the whole damage situation, in that he was the one I spoke to about itHe was the one who took pictures and it's his hand writing that you will see on the documents attached to this email The bill was paid in full and the crew was tipped because I was assured by the leader who filled out the paperwork that this damage would be taken care of by his company and I had no other reason to believe it would notHence, I trusted that Good and Fair would live up to its nameAlso, it was probably a sense of security on my part because the company is affiliated with [redacted] When I called [redacted] Corporate office and spoke to [redacted] she assured me that whether I agreed to the damage or not, the freight company is responsible to repair any damage for the simple reason that they caused it I fully expect that Good and Fair will be repairing the damage done to my home I feel a verbal conversation would make things even clearer, so I would appreciate a call from you at your earliest convenience Please keep in mind that I'm also an accredited Revdex.com member Regards, [redacted]

Revdex.com spoke with the business today and they stated that there was a wedge piece of a sectional that had to be brought around a corner in the kitchen to have access to the basement stairwell Our procedures states that we must inform the consumer that if we are unable to get a piece to an area without damage occurring we advise the consumer of possible damage occurring and that he would have to sign a form stating that Good and Fair would not be responsible for the damage [redacted] states that the consumer agreed to sign the form and wanted the wedge piece "forced" down the basement stairs The consumer assured [redacted] that he would sign the form stating Good and Fair is not liable At the end of the move, [redacted] asked the consumer to sign the form and he refused Our company's procedure is that if a piece does not fit through any area to be placed where the consumer wants it, the consumer is notified and asked how Good and Fair should proceed We will accept a verbal reply from the customer, especially if the piece is in hand The business has had numerous conversations with the consumer which became spirited in nature The business owner has interviewed employees separately and found all information to match what the other employee has stated The consumer was fully satisfied at the end of the move, thanked our employees, paid his bill in full, and tipped the employees as well At this point Good and Fair does not feel they are liable to cover any costs for damages, as the consumer was made aware that damage would occur if the wedge piece of the sectional was forced into the stairwell to be placed in the basement as he requested The wedge piece of the sectional never did make it into the basement as the consumer saw the damage that was occurring to the wall and the floor and requested that it be placed in the garage

September 15, 2014
Dear [redacted],
I am writing to you in reference to customer complaint # [redacted] for [redacted].
We have received a copy of Mr. [redacted]'s estimate for the repair of his home, we as a
company did everything that we could do during the move to inform the customer that if
he wanted his items moved into the location he desired, it would result in damage to his
home. We were given the OK from the customer to use force to get the items through the
doorway which resulted in damage but we as a company are not liable for the damages.
Enclosed you will find a check in the amount of$225.00 in good faith to the customer. If
you have any question or concerns please feel free to contact me at ###-###-####.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is true that we realized that the apartment was smaller and would not be able to fit all the goods.  The driver and labor were in some hurry when we were moving the goods to the storage unit.  The goods needed to have been better organized in the storage unit so that there would be some room to walk in and access the goods.  This is something to be expected from every mover.  If Bekins provides the labor, it would take them a couple of hours to reorganize the storage unit and we would be done.  This is all I am asking to resolve the matter.
Regards,
[redacted]

Revdex.com spoke with the business today and they stated that there was a wedge piece of a sectional that had to be brought around a corner in the kitchen to have access to the basement stairwell.  Our procedures states that we must inform the consumer that if we are unable to get a piece to an area...

without damage occurring we advise the consumer of possible damage occurring and that he would have to sign a form stating that Good and Fair would not be responsible for the damage.  [redacted] states that the consumer agreed to sign the form and wanted the wedge piece "forced" down the basement stairs.  The consumer assured [redacted] that he would sign the form stating Good and Fair is not liable.  At the end of the move, [redacted] asked the consumer to sign the form and he refused.
Our company's procedure is that if a piece does not fit through any area to be placed where the consumer wants it, the consumer is notified and asked how Good and Fair should proceed.  We will accept a verbal reply from the customer, especially if the piece is in hand.
The business has had numerous conversations with the consumer which became spirited in nature.  The business owner has interviewed employees separately and found all information to match what the other employee has stated.  The consumer was fully satisfied at the end of the move, thanked our employees, paid his bill in full, and tipped the employees as well.
At this point Good and Fair does not feel they are liable to cover any costs for damages, as the consumer was made aware that damage would occur if the wedge piece of the sectional was forced into the stairwell to be placed in the basement as he requested.
The wedge piece of the sectional never did make it into the basement as the consumer saw the damage that was occurring to the wall and the floor and requested that it be placed in the garage.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It’s a good step forward, but I fully expect the full amount of estimate to be paid by this company!
 
Regards,
 
[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I find it very hard to believe that any company would display such poor character.  They are lying, lying, lying!  I repeatedly asked both [redacted] and [redacted] about the supposed waiver for a customer to sign off on agreeing to potential damage to their home.  They both denied that this waiver existed.  Now they're stating I refused to sign a waiver that does not exist, so now it does????  Please find attached Good and Fair's "Property Damage Evaluation and Exception Report". This report indicates that the crew admits that they created the damage without my permission.  This damage is also indicated on the Bill of Lading and my signature is on both documents.  Furthermore, why would they take pictures of damage that I agreed to?
 
The damage to the home was created before any conversations took place between myself and the moving team.  The furniture piece was already wedged in the basement hallway before I walked around the corner and noticed them at a standstill.  At that point it was already too late.  The damage to the wall and the floor had already occurred.  As I came around the corner I witnessed one of the leaders communicating with [redacted] that they try moving the couch piece a little differently then they pushed the piece about 1/2" and at that point said to me "we can try and force this thru, but it may create damage." After witnessing the fraction of a movement I told them to stop because it did not seem that it would fit. It was after they pulled the piece out that I saw the almost 1 foot gash in the hardwood floor and wall that was clearly done before I had knowledge of the problem.  I was never at any time asked to sign the damage waiver form. 
 
From what I can tell there were two leaders within the 5 man crew; [redacted] was not one of them.  [redacted]s name is mentioned several times in their rebuttal, but he was clearly not one of the leaders. He was not one of the people I was in communication with regarding any instruction on the move,  any questions I had regarding the move, nor any and all paperwork to see and sign related to the move.  I don't know their names but the two leaders I refer to were both courteous and hard working.  The one leader was the person who handled the whole damage situation, in that he was the one I spoke to about it. He was the one who took pictures and it's his hand writing that you will see on the documents attached to this email.
 
The bill was paid in full and the crew was tipped because I was assured by the leader who filled out the paperwork that this damage would be taken care of by his company and I had no other reason to believe it would not. Hence, I trusted that Good and Fair would live up to its name. Also, it was probably a false sense of security on my part because the company is affiliated with [redacted].  When I called [redacted] Corporate office and spoke to [redacted] she assured me that whether I agreed to the damage or not, the freight company is responsible to repair any damage for the simple reason that they caused it.
 
I fully expect that Good and Fair will be repairing the damage done to my home.  I feel a verbal conversation would make things even clearer, so I would appreciate a call from you at your earliest convenience.  Please keep in mind that I'm also an accredited Revdex.com member.
 
Regards,
[redacted]

Dear [redacted]I am writing in response to a claim I received via email on Monday December 21, 2015, with an assigned ID of [redacted].The customer ([redacted]) states that our team did not organize the goods stored in the storage unit properly and "essentially "dumped" the goods."  I am...

writing to dispute this claim.  Upon arrival at the destination apartment in De Pere, Wisconsin, said customer realized the new apartment was smaller than originally anticipated and furniture that was originally meant to be placed in apartment had to now be placed in storage unit creating a limited amount of space in storage unit.  Said customer was present at time of storage unit being loaded, and the only specific request said customer had was that specific tote bins be placed in the front of storage unit, as they were per customer request. If the customer had requested any other item be placed towards the front of the storage unit it would have been done, and given that the customer was present when storage unit was being loaded, all they would have had to do is say they wanted additional items placed towards the front of the unit, which the customer did not do.  Regarding their claim to make an aisle in the storage unit, as aforementioned, there was more furniture than originally anticipated that went into storage unit, per customer at time of arrival at final destination, that it would not be possible to "create an aisle and walkway" for the customer in the storage unit. If you have any further questions or comments regarding this matter please feel free to contact me at my office Monday through Friday, 8:00 AM - 5:00 PM or via email. Regards,John F[redacted]PresidentGood & Fair Carting & MovingPO Box 637Kenmore, NY 14217Phone: 716-876-6067Fax: 716-876-3385