Leaders Moving Company

I reviewed the response made by the business in reference to complaint ID [redacted] While I find the response inadequate and do not believe the proposal to settle fully compensates for actual damages caused to my personal property, I will accept the offer for the specific items cited Please advise as to next steps to finalize

Please see the attached letter that clearly states satisfactory repair was made and that the client releases liabilityThe client signed accordingly(Release attached) The $payment was not an overchargeThe client was upset that not all boxes brought were used and he had items unpackedIt is common and procedure to take 10%-15% more materials than what is stated Picking up boxes from a customer’s home is normally not part of our servicesIf a client uses our service, we will buy the boxes back as long as the client returns them in reusable conditionPicking the cartons up is not our policyWe agreed to drive hours round trip, at no cost to our customer, as a gesture of good will to the client in an effort to accommodate them We provided adequate resources to complete the relocation in a reasonably expected time frameLeaders has been in the business for more than years and has extensive experience to aligning proper resources to a specific job We do not charge on an hourly rate and provided our customer in writing with a binding contract with an exact price prior to any work being started As the client states, the move was complete at 6pm It is understandable that the client is upset about the cabinet being damagedThe cabinet came apart while carrying itIt was not dropped or mishandled in anyway; it simply came apartWe have taken responsibility accordingly and aligned a reputable and experienced restoration company to repair the item and the repair was completed satisfactorily with the customer signing such (see attached) Leaders takes these matters very seriously and aims for complete satisfaction with each and every customer Although we believe we have done everything reasonably possible to resolve each and every concern brought forward we will continue to work to resolve the additional concernsPer our contact, the client had chosen depreciated coverage with a $deductible (contract attached)The national average depreciation schedule on furniture is yearsAs an additional effort to resolve this, if the client has the cabinet appraised from an appraiser to determine current value and provides us the original date of purchase and the original cost we will take the depreciated value and reduce it by the appraised value and deductibleWhatever the balance is, we will be more than amicable to paying this difference

Leaders Moving take great pride in the services we provide and our year continuous record of superior Revdex.com ratingsAlthough we could dispute several of the accusations made, there were issues in which we caused and have taken the responsibility to resolveWe have attempted in every possible way to remedy the issues and the client has already received monetary reimbursementsWe continue to try and resolve the remaining issues that are amicable to both parties We have turned everything over to our insurance company who is handling the claim and who has already compensated the consumer for the the damaged items At this point, any and all additional settlements would be at the discretion of the insurance company and all future communications will need to be made directly through the insurance company

I regret that MrXXXXXX feels as though Leaders has made his recent move experience a less than positive one Leaders Moving Company has taken great pride in the past years of providing the very best in the moving and storage industry We have worked diligently to take the very best care of our customers before, during and after the move We do not take any concerns brought to our attention lightly and always work toward resolving issues expediently and amicably for all parties involved I believe the thousands of positive reviews posted over the years on multiple sites truly reflect reflect that drive and passion.In this particular situation, there were a few more details that I feel need to be shared to more accurately reflect the circumstances of this move First, it is important to note that Leaders Moving Company does not charge like most moving companies by the hour, instead we are use an inventory-based system and only charge for the items being moved regardless of the time it takes As such, we receive the inventory and then provide a price guarantee quote In MrXXXXX's case, the information he provided to us regarding the safes and bar were that the safes were sitting on a counter top and under lbseach The bar, we were told, was a three (3) piece bar that came apart and could be moved easily Unfortunately, this was not the case as our experienced crew discovered when they arrived at the job site The safe was much larger/heavier and required specialized equipment Typically, any safe that exceeds lbswe will contract with a third party vendor that has the correct equipment to safe move these items When the crew foreman discovered these items not to be accurate, he spoke with the Operations Manager via phone who suggested coming to the site to accurately as the situation himself As the crew foreman described, the safe was much more than a lbsafe The Operations Manager agreed that we would help him with this, but due to the changes of the items he arranged with MrXXXXX to move the items on Monday morning MrXXXXX has spoken with the new homeowner who apparently was getting his floors cleaned on Monday at 9:am and the Operations Manager committed to getting the items moved prior to that time At this point, we were told that the new homeowner was in agreement with this plan, but requested that we arrive at 6:am The Operations Manager explained that our crews arrived at 7:am and could be to the job site before 8:am, but offered that he would come out to the site at 6:am himself as requested and do all of the prep work needed to move the items quickly when the crew arrived Both the homeowner and MrXXXXX agreed to this plan On the following Monday, the Operations Manager arrived at the job site as planned, but instead of MrXXXXX being there, his parents were there in their car outside of the residence MrXXXXX's mother explained that there were issues between MrXXXXX and the homeowner due to unresolved repairs that were to be made prior to closing and were not completed Due to this, the new homeowner would not allow anyone in the home to remove the items as planned The Operations Manager was told to wait and ultimately sat for approximately one (1) hour waiting for a resolution The Operations Manager approached MrXXXXX's mother in the car once again for an update...she did not have anything, but called her son with whom the Operations Manager spoke to at that time During this conversation with MrXXXX, the Operations Manager suggested rather than having the guys wait back at the shop for instructions and given the time it would be best to have the guys brought to the job site so that when the issue was resolved, they could immediately get the items removed prior to 9:am as originally planned They agreed this was the best plan However, as the Operations Manager return to the shop (minutes away), MrXXXXX called him and explained that he was originally going to call the police in order to remove his items, but instead said that we would just cancel this move and he would call back to reschedule another day.MrXXXXX did call back at the end of the week and wanted to be moved the next day Unfortunately, that day he requested was already completely book and Leaders was not able to accommodate MrXXXXX then called another company to remove his items at the home At no point was the Operations Manager not responsive nor did he not return calls What is unclear is that even though MrXXXXX had contracted with another company to move his items out after Leaders was not able to fit him in on the schedule at the last minute...why was the bar not moved at that point? It appears there is more to this situation, specifically between the new homeowner and MrXXXXX that is still unknown.Leaders has built our reputation on quality service and professionalism Although we take great step to eliminate issues from any stressful move, there are certainly times when errors are made Leaders will, and has, always stepped up to the plate and taken full responsibility when the errors are caused by anyone on our staff or the company However, in this situation it is clear that we were not provided with accurate information regarding the items to be moved Although additional steps were taken to resolve this situation by management of Leaders, there were obviously extenuating circumstances between the homeowner and MrXXXXX that added to the problems.Leaders is more than happy to re-quote this move for the remaining item (bar) that was not moved by Leaders or the moving company that was contracted MrXXXXX will need to advise if he would like to go this route It is also important to note that MrXXXXX did not receiving any invoice from Leaders (including the hours of wait time that is normally added to the cost).Sincerely,Steve L [redacted] , COOLeaders Moving & Storage Company

I have spoken directly with the customer regarding this claim and have expressed my sincere apology that this claim has taken so long to be resolved Our customer has allowed us to bring her piece to one of our local restoration specialists and have the item fixed correctly Unfortunately, there was a definite breakdown in communication from our vendor assigned to the claim, which I have already addressed.Per our conversation, I will be picking up the item to be repaired in the next several days If the repairs are not 100% to the customer's satisfaction I have agreed to purchase a new unit.Leaders strives very hard to exceed our customers' expectations and when we fall short of our goals, we take the necessary steps to make it right I am thankful for the opportunity that the customer has allowed us to correct this situation.Sincerely,Steve L [redacted] , COOLeaders Moving & Storage Company

First of all, I am thankful that I have heard back from Leaders via the Revdex.com siteI do appreciate the timeliness of the responseI would like to take a moment to clarify why I said what I did regarding the movers lack of accountability in doing any pre-screen of my furniture prior to the moveIf Leaders' business is to ensure that people's items are transported safely to their new destination while also ensuring that the business is protected against claims and yet still provide the utmost level of customer service for the customer, transparency in that process would be the ideal way to accomplish both of those end goalsMy issue is that Leaders continues to cite previous damage to my furniture when was NO review of the furniture prior to the actual move, as is usual process with moving companiesIf there was an the movers had noted and brought my attention to any prior damage, there would be no issue hereAt no time, did anyone provide any disclaimer to me that there was damage to the furniture or call my attention to that point yet now, that is the reason that you are citing as to denying the claimMy first problem was obviously initially the damage to my goods as a result of the movers not wrapping any of my furniture prior to loading and transporting the materials (which was visible upon arrival)Yet now, it is also the lack of customer service that resulted from my first reporting the damage over a month ago and consistently getting mixed messages about an impending resolveI have no reason to trust any third party at all, given the back and forth on this matter and now the fact that in order to get anyone to answer me (as there are still outgoing messages to their unanswered) I had to go through the Revdex.comThis whole thing would have gone unresolved had it not been for my persistence going through this channel of communication, and that is truly upsettingI want a refund for the furniture or for the services performed on that daySincerely, [redacted]

I am rejecting this response because: The movers took way longer than they should have d/t excessive breaksThe company can agree with their employees all they want but they were wrongI was quoted $not $so the head people don't have it all together eitherI ddi have some damages when I unpackedYour company is not a good moving company I don't care what you sayYou were also observed by other consumer's who also thought you did not do a good job Regards, Liz Riley

This is to confirm request to mediate and agree and find it reasonable that the goal of the mediation is to accomplish a win/win compromise Revdex.com Thank you so much for you participation in our Mediation process and for bringing this dispute to a mutually agreeable resolution Revdex.com Thank you so much for participating in Mediation and bringing this dispute to a mutually agreeable resolution

We have spoken to the client on several occasions in regards to a missing watchIn our experience of 10,annual moves, it is not uncommon for an item to be misplaced during the relocation and in virtually all instances, the item was located.From the initial conversation we informed the client it would likely appearIn this case, the client has yet to locate the item and believes we have the propertyAlthough Leaders Moving does extensive background checks on all employees, we did interview each employee associated to the job on an individual basisAt this point there is no evidence or reason to believe any of the team members had removed the watch from the propertyWe have asked the client on numerous occasions to file a police report and we will continue to cooperate fullyWe are unsure if a report was ever filed as we have never been contacted but we are eager to continue the process

We had previously asked for $but at this point I will forego anything from the Leaders This complaint and the other entries I’ve made regarding this issue should be posted to the Revdex.com site for LeadersWe probably would have gone with the low bid company that was about $1,less than Leaders, had something like this been posted there when we checked it before hiring them That low bid starts looking like it makes more sense given the amount Leaders overcharged us I erroneously thought we were hiring a company we could trust should something like this happen It is clear they are not that type of company and it appears they are going to continue to mislead, obfuscate and refuse to accept responsibilityPerhaps, others can learn what “buyer beware” means from our mistake With the client stating he is choosing to forego anything and wants the complaint being put on the Revdex.com site ..Why would the claim not be listed as resolved? We have since been sent a request by the Revdex.com to initiate mediationI don’t understand what to mediate when the client says he has chosen to forgo anything further? Looking forward to clarification

What had been previously indicated in the letter to [redacted] is that even with repair, the china cabinet will not be the same In fact the repair included modification to the cabinet, one that should not have been needed had the move been handled correctly This cabinet has been moved four times previously without incident It was in pristine condition It is clear Leaders will not accept further responsibility for the change in value of the cabinet given the modification.The Leaders response contains some errors: The restoration firm did not pick up the cabinet and take it in for repair Rather a repairman came to the house drilled holes and placed straps on the back I signed a form that I thought indicated that the repairs had been made, I did not realize this was a “release” which would seem to indicate that Leaders now believes I have waived any further actions in this matter The release was not attached to their Revdex.com response and I was not provided a copy from the restoration company who had me sign the form after they drilled holes and placed straps on the back of the cabinet The $payment was a refund of overcharged amounts for boxes that were not used and therefore not packed Leaders seems to think they made this payment to settle a dispute when in fact we were overcharged by the company They want to take credit for coming to pick up the boxes when that was part of the services that was confirmed with them before the move Had they not come to pick them up I’d have yet another complaint The reduction to crew members on the second day cannot be justified by saying there was considerably less work on the second day On day one the truck was quickly loaded and driven to our new home, although from my observation, it was less than ¾ full All crew finished work by a little after 4:on the first day On the second day, the truck was fully loaded and driven to our new home and the move was not finished until after 6: The men working on the second day were running from the truck to the house The cabinet was the last piece to be loaded on the second day after they had been running all morning They were moving quickly and the cabinet came apart I have never indicated this was done in malice and so I’m not sure why that is in Leaders response, but I have yet to understand how our most valued piece of furniture was left to last, came apart when it should not have The Leaders response is rejected for these reasons

Leaders Moving Cohas been a member of the Revdex.com since inception in We are extremely proud of our superior standing for over consecutive yearsDuring this time we have serviced well over 100,customersWhen there has been issues, we have apologized and did our best to rectify the issuesLess than 100th of percent are brought to the attention of an outside party such as the Revdex.com due to an impasseIn the issue brought forth there are several inadequacies, untruths, gross amounts and outrageous demands being displayed that have slowed the resolution processNone of which is being brought forth by Leaders MovingThe client was contacted 7/28/by the Director of Operations, Jason F*, to discuss issues that had occurred during his moveThe client was upset due to damages that had occurredDuring the conversation the client stated he had stopped payment of the $move cost due to damages that had occurredHe had canceled the charge immediately after the relocation and prior to speaking with anyone in management with Leaders MovingHe was told that payment must be made prior to addressing any claims, but in this case we would go ahead and move forward with getting a third party restoration firm to evaluate the damageThe client states he was told I, Jason F*, am evaluated of our company’s profitabilitySimply put, this is absolutely untrueIn fact, he was given a sincere apology and told we will do our best to remedy the damage doneThe client has also indicated the crew was “intoxicated or drunk”It was 9am in the morning and all employees are subject to strict drug free workplace policy The attempt at slander is ill-advised.We contacted [redacted] in the Chicago area and they contacted the client directlyThe client aligned an appointment based upon his schedule for 9am on 8/13/ [redacted] met with the client and he walked through his residence indicating the items requiring attention per our work orderThe evaluation was emailed a few days later stating $1,in repair costsIn addition to the repair, there was a $4,sofa that could not be repaired due to scuffs in the leatherA copy of the evaluation was sent to the client along with an email asking if he was available that same day to discussThe client replied asking to be reached at 2pm the following dayThe client was contacted at 2pm as scheduledDuring the conversation the client was told we would move forward with repairs, but the sofa would need replacedLeaders would deliver the new sofa and retrieve the existingThe client stated it may work best for him to keep the damaged sofa and receive cash for the damagesIt was explained we would be open to this, but if he wanted to keep the sofa we could not pay 100% of the replacement cost but would pay 100% of the damage repair bidHe understood and wanted to think about it over the weekendA week had went by and the client never contacted usAn email was sent to the client 8/28/as a follow upThe client responded via email 8/31/The email demanded a cash settlement of $7,plus the repair bid submitted by [redacted] ***Although the client had shown the vendor the claimed items, he added to the items he had shownThe client ended his demand stating if we did not pay the amount he asked for he would use social media, Revdex.com, PUCO, USDOT and other communication mediums to tarnish us in whatever way possibleIt was certainly unwarranted to make such demand as we openly tried to purchase him a brand new sofa and repair the damage of the other itemsWe did respond by letting him know we will continue to solve his actual damage and if he wanted to keep the sofa we would reduce to replacement cost by $but believe him allowing us to replace it is the best solution.Another week had went by before the client sent an email 9/7/This email was inquiring how the $1,for the damaged sofa was determinedWe responded, letting him know this is what we felt we could realistically sell it forThe sofa is year old and the replacement is $We again suggested allowing us to replace the sofa as the best solutionweeks had went by and on 9/20/we received an email from the client demanding to his amount or he will deface us via social media, lawsuit and contact his local tax department and report us for unpaid taxes (client states that he is an accountant)We again responded asking for the opportunity to resolve the actual claimsOn 9/22/the client submitted a claim to the Revdex.com and had increased the amount of resolution to $8,There is no reasonable justification for such amountsWe have had a restoration company view the damages with the clientThey have submitted a repair bid of $1,In addition to the repair, we must replace the sofaThe client’s justification has been “pay it or I tarnish you” Leaders Moving operates with the highest level of integrityWe will answer to our mistakes, but we will not pay someone to keep quiet about the mistakes we do haveThat is simply unethical and immoral.From the initial conversation with the client, we have tried numerous times with expediency to resolve the claimThe time line clearly showcases thisIt is unfortunate that there were claims on the move and we certainly regret this fact Although we realize that there will be times where two parties will not always agree, we feel the Revdex.com is an important asset in that process to help find an applicable resolutionThat being said, the Revdex.com should not be used as a public forum to share accusations, slander or defamation of character of Leaders Moving or any of its employeesWe want to resolve and have shown nothing but good-will in our effort to do soEven knowing the client had canceled the payment and we have received $for the move to dateOur faith and trust toward the client has been tarnished and at this point cannot proceed without being compensated for the relocation per our contract and morals.Upon client paying us for the services provided:1) We will purchase and deliver a new sofa and retrieve the existing.(If the client would like cash settlement by keeping the sofa, we will reduce $and pay client directly.)2) We will send the full value of the repair bid to client, reduced by his $deductible.It is our desire to resolve this matter in the manner as outlined above and in a professional and responsible manner

Leaders Moving & Storage Company takes great pride in the service we provide our customers and aspire to ensure customer satisfactionOn those occasions where we learn that we did not live up to the customer’s expectations we take great strides to remedy the situationUnfortunately, during the customer’s move there was damage that occurredLeaders has taken responsibility for the damage and has been working to resolve this matter directly with the customerThe customer is absolutely correct that this process has extended much longer than normal; however, all of the repairs have been completed to date.There is a discrepancy in the customer’s statement, “For the last weeks we have emailed and left voice messages for [redacted] and his immediate supervisor with no response ” There have been multiple emails exchanged between the customer and Leaders Company, specifically with Mr[redacted] I have attached copies of those email conversations for clarification We were waiting for a response to settle the claim, when the complaint was filed with the Revdex.com.Leaders Company has previously agreed to the amount of $2,(see attached email correspondences) To that end, Leaders is more than amicable to issue the agreed upon settlement of $2,once we receive verification from the customer that they too agree to this and the amount.The repairs to the hardwood floors is a separate issue as the vendor was contracted directly through Leaders We only received a copy of the flooring invoice the date the complaint was filed.We have continued to be in communication with the customer and have once again agreed to the desired settlement of $2, We are awaiting written agreement by the customer prior to any monies being sent

I am rejecting this response because:No part of this resolution addresses the root cause of the problemNo one within the company had me sign or even verbally acknowledge/agree that there was ANY prior damage to my furnitureThat entire argument has only come out after the fact and as a result of me asking why that did not happen even when Tony said it is usually a part of business process but the movers in my case "must have forgotten." As a result, any argument to that point is merely the businesses way of passing on the blame to the consumer with zero responsibility or accountability for the errors from the onset of the move, throughout the handling of the move, and the lack of communication thereafterThis has taken more then a month to even get some semblance of a response and it is really unfortunate that had to come from a leadership level executive rather then someone who deals with things like standard business processes and dispute resolution

Our customer had contacted our office October 9th in regards to missing and damaged items related to his relocation to New Jersey in September 25th Upon receiving the claim, we hired a 3rd party furniture repair firm to make contact with them to arrange inspection of the claimed goodsUpon inspection, [redacted] Guild (vendor) submitted the findings along with estimated cost of repairThe consumer made it clear that he did not want repair as he expected items damaged items to be replacedWe informed our customer that since the items could be repaired there was no reason to replaceWe made attempts to repair but unfortunately the customer made the process difficult, including not allowing some items to be repairedDue to the issues being brought forth, we contacted our liability carrier ( [redacted] Casualty) to continue with resolution of the claimEventually the decision was made to compensate the consumer for the repairs as well as items that could not be repairedThe values of such repair and replacement were determined by the cost submitted by [redacted] Guild (vendor) for repairs and researching values for actual replacement for the items that could not be repaired [redacted] (Insurance carrier) has sent a check of $4,on March 26, I have spoken with [redacted] (insurance carrier) and they have confirmed that the consumer has not cashed the check and they have attempted to reach him on more than one occasion via letter and/or phone The consumer has yet to communicate back with the requestsIf the consumer does not feel the process is complete he does need to reach out to the liability carrier directly to inform of his standing and reasoning

Leaders provided very poor moving service causing, among other things, damage to a cherry wood china cabinet, and overcharged for packing materials and packing services With regard to the china cabinet, Leaders indicates in the recent post that they attached a “letter that clearly states satisfactory repair was made and that the client releases liability The client signed accordingly.” In fact, the attached is a work order and it did contain a release regarding liability I see now in the way Leaders is using it to defend their actions, that I should not have signed it Liability used as an obligation to pay is a legal term and obviously if I brought this matter up in a court of law I would lose However, I never have contemplated going to court over this, or anything like it I always believed that reputable companies stood behind their work, and once I made the issue known to [redacted] we would be able to reach an understanding My letter to him is dated July 17, is just one day after I signed the work order It is attached again In it I make it clear my belief that the cabinet will never be the same I admit I wrote the letter with the sort of belief that the Revdex.com promotes ”it begins with trust” He never replied to my letter, and I should not be so gullible to carry this belief Let this serve as lesson #1, do not sign anything until you understand you are dealing with a reputable company In Leaders previous response to these issues, they indicated that on the second day of a two day move that “There was a truckload of goods remaining to move on the 2nd day This was considerably less work than the first day men is what was required to perform this and that is what was sent.” On the first day men worked and they finished by 4: In this latest response they now say “We provided adequate resources to complete the relocation in a reasonably expected timeframe They go on to state, “as the client states, the move was complete at 6pm” First of all the “client” stated the move was completed after 6pm And when the top came off the china cabinet the men had been running all morning Despite having personally pointed out that the dining room furniture was the most sensitive part of the move, the china cabinet was the last piece to be loaded Only two men picked it up and had there been a four man crew, maybe, just maybe, they would have used men to pick it up After all the cabinet is triangular shaped, heavy, and would be unwieldy for just two crew members Instead, the two moving crew were hurrying and didn’t make sure they properly supported the cabinet and the top immediately came off and crashed to the floor This cabinet has been moved times before without any incident It would seem to me that if handled correctly this would not have happened Leaders states “The national average depreciation is years.” Leaders states “we will take the depreciated value (which is zero to their way of calculating it) and reduce it by the appraised value and deductible.” This is nonsense as an “effort” to settle this matter Actually, it is insulting Our year old, Amish crafted, cherry wood china cabinet is worth zero to Leaders And that is how they handled it That is probably why it was left for last and why the two moving crew, that had been running all morning, could pick it up quickly, and of course not support it, allowing it to come apart and crash to the floor It is difficult to keep in mind that “Leaders takes these matters very seriously and aims for complete satisfaction with each and every customer.” But here is my response: The cabinet is not the same, never will be This attempt by Leaders to resolve this not really an attempt at all is it? If there is any question about that, I reject their offer Leaders states “the $payment was not (for) an overcharge The client was upset that not all boxes brought were used and he had items unpacked It is common and procedure to take 10% - 15% more materials than what is stated.” On this issue “the client” did call to Leaders attention, both through a letter to [redacted] , and subsequently on phone calls, the fact that the quote (also attached) included $for packing materials, which is listed on page as boxes, lbs of paper, packing tape, and dish packs So on average that is $per box This issue is not based on an observation that many boxes on hand were not used on the move date the so called 10-15% extra that is “common” boxes were actually used in the move (I counted them) and we packed of them The unused boxes then would equal $($per box times unused boxes) of the $we were charged for packing materials Any other reputable company would have not only taken care of the amount overcharged but also offered to make amends usually providing something additional The packing services quote was $1,when divided by to include the dish packs that is an average of $per box packed Leaders packed boxes and dish packs and we packed boxes That means we were charged for packing boxes that Leaders never packed times $is $ So the total amount that Leaders overcharged us is $ They sent us a check for $to cover this Attached you will find the price quote that includes the number of boxes for the move and the pricing quoted and a letter from Leaders confirming that they had picked up boxes The count is further confirmed by this letter Because we have used ten small boxes to store some books and when added to the returned it verifies the boxes used Their response to date on this issue is completely unsatisfactory and I continue to believe we have been over charged I’m not sure that I’m “upset” about it, though perhaps that would be a reasonable reaction Leaders states “picking up boxes from a customer’s home is normally not part of our services” However, this is a question that we asked all vendors that we received bids from for this move We took those answers very seriously One might say we took those answers as seriously as Leaders claims that they “aim for complete satisfaction with each and every customer.” Again, it starts with trust, doesn’t it? Well, Leaders answered yes when asked about this, that they would make arrangements to pick up the boxes a couple weeks after the move, all we had to do was call This was verified with the movers on move day Now they are making it seem like they provided something way over and beyond their service and they don’t understand why we are not grateful So the second lesson learned is do not trust anyone when they say “no problem, just give us a call and we’ll come pick them up” Clearly we erred in not getting it in writing We had previously asked for $but at this point I will forego anything from the Leaders This complaint and the other entries I’ve made regarding this issue should be posted to the Revdex.com site for LeadersWe probably would have gone with the low bid company that was about $1,less than Leaders, had something like this been posted there when we checked it before hiring them That low bid starts looking like it makes more sense given the amount Leaders overcharged us I erroneously thought we were hiring a company we could trust should something like this happen It is clear they are not that type of company and it appears they are going to continue to mislead, obfuscate and refuse to accept responsibility Perhaps, others can learn what “buyer beware” means from our mistake

The consumer contacted our office on April 24, to obtain a bid on an upcoming relocationIt was explained to the customer that Leaders Moving provides a binding move cost based upon the inventory the client would like movedThe customer did provide this inventory and we provided a moving cost of $for these itemsThe customer agreed to the cost and the move was scheduled for June 12, The customer was informed that we would be sending an email confirmation of the bid that would include the items being movedThis subsequent email was sent at 11:A.M that same dayI have attached this bidIncluded in the bid are the levels of coverage that the client states was never disclosedIn addition there is a link for the client to access her rights and responsibilities as a consumer as well as the moving contractThe client has stated she did in fact receive this email but did not open itWe would encourage the client to review this email as it would eliminate the accusations madeIt is protocol for Leaders Moving to send a copy of the bidThe intent is for the customer to review the bid and information related to the move At 3:P.M on June 9, our offices contacted the customer to confirm the date and time of arrivalOur confirmation process includes asking the client if there are any changes to the inventory needing movedThe client indicated there was noneWe arrived at the customers residence as scheduled on June 12, Our crew met with the customer and was shown what items would need relocatedDuring the process it was noted with the customer and on the paperwork there were great differences between what we had provided a price to move vs what the client wanted movedThe client was told of the price increase and did not want to pay for the additional items so they were not movedThere were a few other revisions and the actual price was reduced from $to $The customer was aware of the charge and paid once the move was complete by a Visa credit cardShe supplied a $discount card so the credit card was processed for the $balanceI have attached the invoice and contact signed by the customerThe customer made verbal contact with our Claims Manager, Deidra S***, on June 20, During the move there was damage to the mattress and box springLeaders has never denied our responsibility for the damage and upon our claims department being notified of the claim we began the process of rectifying the issueUnfortunately, days after receiving the claim from the client we were notified by the credit card firm that the client has disputed the transaction and the $was debited from our accountIt is unfortunate the customer had chosen to proceed this way as we have given no reason for suchOnce we were notified of the charge back we had no option but to pause the claim processUpon the customer being informed of this, she wanted to re-apply the transactionWe have no availability to re-open this closed transaction that the client had initiatedIn order to efficiently and simply remedy the claim, the customer was sent a settlement check that was reduced by the $debt that was owed

I assume you know we are open to mediation, but thought I should “formally” reply as well

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, their comment that they have been waiting for our response is INCORRECT The emails presented by Leaders are misleading as we have numerous emails after those that went without a reply

Regarding the missing items for [redacted] ***, this is the first I have heard of any missing itemsI am unaware of any items not being delivered I do know they had us throw out a couch at the time of the move Revdex.comThis message concerns complaint ID [redacted] submitted on 9/5/12:17:PM against Leaders Moving Company It was very nice speaking with you this morning You stated that we should go ahead and close this file because you felt you would not get what you wanted Without the documentation we have requested, unfortunately I see nothing further we can pursue I sincerely hope you feel better soon