Leaders Moving Company

I received a call from *** again yesterday stating that she felt we were playing games with her as she has not yet received her check yet. I just called her back and let her know tat the check was mailed on 9/25/and she should see it any day now If she does not receive by Saturday, to call me on Monday and we will look into it.
I’m sure she will get it in the next day or two….just not sure what the postal system is like between Columbus and Cleveland.
Just wanted to keep you in the look in case you get a call again from her

Leaders Moving takes great pride in the service we provide our customers. On the occasion where we learn that we did not live up to our customers expectations, we take great strides to remedy the situation. Regarding our clients recent move, the original bid of the relocation was $5082 which included a full service pack. This cost included a packing and material charge of $2379 and move with coverage charge of $2703.  I have attached the call log that does show the client called at 8:30 a.m. on 9/29/14. During this call the client reduced the work that was originally bid. She removed all of packing services and greatly reduced the inventory to be moved. The final moving cost with coverage was $1749. I have attached the vehicle tracking report that shows the crew arrived at 11:52 am. The customer is correct that the crew was late for our arrival. Upon arrival it was clear that although the client had removed much of the inventory from the original quote, most of this inventory was in fact still at residence, needing to be moved. The attached vehicle tracking report shows a 2nd truck arrived at 2:52 p.m. The 2nd truck contained a move manager and a conversation was had with the client about the additional inventory that was being moved, but yet removed from the original bill. The original job was estimated at 2 and possibly 3 days. This would have required a couple crews to accommodate. In fact , the move was decreased by over $3300 which 1 crew could accommodate. The 2nd crew was sent out to assist for a portion of the move but not to finish the relocation as that crew had other work to perform. It was noted by the 2nd crew that there was a great deal more to move than what was charged for. At no point was there a confrontation of cursing and yelling. If we would have known prior that we would be moving almost everything from the original bid we would have attempted alternative plans to accommodate the client. With the work to be done, it was impossible to complete the move in 1 day-regardless if we had shown up at 8 am. The crew loaded and delivered a truck load as well as loaded a 2nd truck load to be delivered the next morning. The next morning I had spoken to Mr. [redacted]. He was understandably not happy that we arrived at noon the previous day and that they were suppose to be out of the home. However, he also stated how pleased and impressed he was with the crew. At this point they had unloaded the truck from the day before and was heading back for yet a 3rd truck load. I told Mr. [redacted] I was very sorry that we were 3 hours late the day prior and due to our mistake we would honor the $1749 price we provided. At no point did the price increase. As stated earlier, the move/coverage cost from the beginning was $2703. Although we moved about the same amount of goods, we only charged $1749. The job had taken 57 hours and 3 truckloads. We treated the client extremely well. I told Mr. [redacted] I would have our Operations Manager call him as well. The Operations Manager had called him 2 times in my presence with no answer. The crew was tipped $300 from the client and the client wrote a check for payment of $1749. The check was deposited and was returned as the client had stopped payment. There was no call from the client at any point to indicate there were remaining issues, a return call or any explanation. I called Mr. [redacted] to inquire about the stopped payment. He was brief in stating I needed to call his wife for a breach of contract. I contacted Mrs. [redacted] and she asked to call her after 5pm. I called her as instructed. The phone rang 2 times and then directed to voice mail. I had left a message stating I was calling as instructed and to please return my call. I attempted the following day as well. There was never a return call. On 10/21/14, I contacted Mrs. [redacted] only to be hung up on 3 consecutive times. The 4th call was to Mr. [redacted] in which he did not answer. I had left him a message asking him to please call me as his wife will not take my calls as I am attempting to resolve this matter. I have yet to receive a call from either. We had called Mr. [redacted] on 10/31/14. He said he never received any paperwork. We are sending a copy via mail. The client states they had called after the move about a $400 discount and in turn we raised the cost of the move. The client never called and it would be impossible to raise the bill on a move that was already complete. At no point did the bill increase. The client asks for a $200 cleaning fee. I am unsure of how this would be a move related issue. The client states they had paid $200 for a rental truck. We would like to see this receipt for a truck rented after we performed the move. The client states we should pay $100 for a babysitter to start packing. I am unsure of how this relates to us doing a move and the client was not charged anything for packing. The client asks for $300 in labor. I am unsure of why the bill would decrease by $3300 due to client doing some of there own work but yet attempting to charge us for there personal labor to do such. It is unfortunate that our client has chosen this course of action. It is seldom that issues cannot be resolved between parties. We welcome dialogue to resolve the issues and ask that it be in a professional, honest manner. At this point, we have not been paid for any of our services rendered. The $1749 check that was written was in bad faith. We have provided $954 in savings to the client and now being asked to provide an additional $900 for essentially being 3 hours late. We take full responsibility for not meeting our deadline for arrival, $900 on top of the $954 we have already provided to our client seems extreme. We certainly understand the stress associated during a move, however writing a check in this manner is not only illegal, but unethical. Leaders is hopeful this matter can be resolved and an amicable resolution can be found for both parties.

I followed up with Ms. [redacted] on 10/1/2014 regarding her concerns about the check being mailed.  On 10/3/2014, the check was returned in the mail for a bad address.  I reached out to Rose again and she gave me the correct address and the check was re-sent to her.  I enclosed the original envelope with the postal stamp from the post office showing the mistake that was made with the address and proof the envelope was returned.
I have not heard back from Ms. [redacted], but would be confident she has since received the check by now. 
Please let me know if you require any further information regarding this case.
Thank you,

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.

6/30/2014
The client called our claims department to
inform of a claim that had occurred from the move dated June 25th and 26th.
A work order was immediately sent to a restoration company to resolve the
claim. The china cabinet is a 1 piece cabinet. As the cabinet was being moved,
it separated....

There was nothing malice or improper handling that caused this.
It simply came apart. That being said we did contact a restoration firm to
repair the item. The firm picked up the cabinet and delivered it back July 16.
The repair was complete in just over 2 weeks from the move date. The client
signed (release attached) documentation acknowledging satisfactory repairs.
7/17/2014
The client had forwarded a letter to our
company, the day after the china cabinet was repaired, stating there were other
issues to resolve:
1.   
The driver indicated the drive
was 20-25 minutes to the destination but reality is 1 hour and 20 minutes.
2.   
Frustration that the china
cabinet was damaged.
3.   
Suits were packed with bedding,
there was less packing than quoted including a cabinet in the garage was not
packed and a candlestick was dropped.
Upon receiving the letter from the client
with these issues, the client was called by [redacted]. In trying to provide great service, we drove 1 hour and 20 minutes,
each way to pick up cartons from the clients residence. We also refunded the
client $174.28 for the cartons. In addition, we sent the client $200 in order
to remedy the packing dispute. The client knew the drive was 1.5 hours. I am
unsure of the impact to the client in the fact the employee did not know this.
The 3rd issue in the letter was the china cabinet which was
resolved. There was no mention of dissatisfaction of the repair (letter
attached).
 
9/12/2014
Client has submitted the Revdex.com complaint to the following issues:
1.   
Leaders had changed the plans
at the last minute on how the move was to take place making it impossible to
find another mover. Also stating that we rushed the move and had 4 men on 1 day
and 3 the next.
·        
The move was quoted as a 2 day
move from the beginning and on the dates stated by the client. On June 24th,
we called and spoke to [redacted] to confirm the move that was starting the next
day. [redacted] was aware that if all went well on the packing day that we could
possibly get a truckload delivered that day. [redacted] said that would be great
and they were going there as well. The shipment was packed and 1 truck was
loaded and delivered on day 1. There was a truckload of goods remaining to move
on the 2nd day. This was considerably less work than the first day.
3 men is what was required to perform this and that is what we sent. We never
sold services of 4 men to the client. We align the proper resources to
accomplish the task at hand.
2.   
Damage to the china cabinet and
packing concerns
·        
Both issues were addressed previously.
The china cabinet was repaired and we sent the client $374.28 for the packing
concerns.
3.   
There is a missing key to the
treadmill that needed to be replaced by the client
·        
This is the first we have been
told of this. Let us know the cost of such and we will eagerly reimburse.
4.   
The movers were un-knowledged
to how a claim is processed and the client has only heard from the claims
department.
·        
Our movers are not trained in
the claims process. They are instructed to have the client contact our office
should a claim occur. This is to assist the client in the resolution process. The
client has spoken with our claims department as well as verbal and electronic
conversations with t[redacted]
The client has asked for resolution being “recognition
of responsibility in the form of additional compensation”. With the clients
initial contact to inform of the damaged hutch, we rectified the damage
immediately. With the 2nd contact of packing concerns, we sent the
client $374.28. With the latest issue of the missing treadmill key, we will
gladly reimburse immediately. We service 9,000 customers annually with a
superior reputation in handling a client’s concerns. We have and will continue
to address concerns raised by our customers.

I appreciate and understand your concerns over the damage to your furniture and do acknowledge there are visible scratches & wear marks on the items in questions.  However, where I (and two separate industry experts) will disagree is the cause of the damages.  As I have explained earlier, new damage caused by transit from a move is very different from damage that has existed prior.  The pictures of your items that were attached prior very clearly show multiple scratches and marks around the handle of the piece.  This is clearly a result of opening and closing the drawer with some sort of object in the hand such as jewelry, keys, etc..  I think if you would forward these pictures to any trained restoration expert anywhere in the country they will concur with the opinions of the other two previously referenced.If there was any question as to the cause of the damage, Leaders would absolutely step up to the plate and assume responsibility to resolve the problem.  In this particular situation, although we were confident that this damage was pre-existing, we still in good faith reached out to two separate industry experts to either confirm or refute our assessment.  In doing such, they did confirm our observations.Although we truly want to resolve this matter amicably, we do not feel it is a reasonable request to have the furniture replaced at full value, nor do we feel the move should be fully credited as a result of a pre-existing condition.That being said, I will continue to once again make the offer of good to have a third industry expert complete their own independent assessment of the items.  If this third industry expert identifies any question as to the cause of the damage, Leaders will respectfully assume the responsibility and have the item repaired.  However, if the third expert concurs with the other two evaluations then the case will be closed.  I am also more than happy to provide the credentials of the third industry expert to remove any doubt as to their knowledge and abilities to make an unbiased evaluation.I look forward to hearing back and resolving this matter.Sincerely,
[redacted]Chief Operations OfficerLeaders Moving & Storage Co.

We have spoken to the client on several occasions in regards to a missing watch. In our experience of 10,000 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 appear. In this case, the client has yet to locate the item and believes we have the property. Although Leaders Moving does extensive background checks on all employees, we did interview each employee associated to the job on an individual basis. At this point there is no evidence or reason to believe any of the team members had removed the watch from the property. We have asked the client on numerous occasions to file a police report and we will continue to cooperate fully. We are unsure if a report was ever filed as we have never been contacted but we are eager to continue the process.

Regarding the missing items for [redacted],  this is the first I have heard of any missing items. I 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 9/5/2014 12:17:12 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.

Leaders Moving take great pride in the services we provide and our 20 year continuous record of superior Revdex.com ratings. Although we could dispute several of the accusations made, there were issues in which we caused and have taken the responsibility to resolve. We have attempted in every possible way...

to remedy the issues and the client has already received monetary reimbursements. We 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 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.

The consumer contacted our office on April 24, 2017 to obtain a bid on an upcoming relocation. It was explained to the customer that Leaders Moving provides a binding move cost based upon the inventory the client would like moved. The customer did provide this inventory and we provided a moving cost...

of $378 for these items. The customer agreed to the cost and the move was scheduled for June 12, 2017. The customer was informed that we would be sending an email confirmation of the bid that would include the items being moved. This subsequent email was sent at 11:10 A.M that same day. I have attached this bid. Included in the bid are the 3 levels of coverage that the client states was never disclosed. In addition there is a link for the client to access her rights and responsibilities as a consumer as well as the moving contract. The client has stated she did in fact receive this email but did not open it. We would encourage the client to review this email as it would eliminate the false accusations made.. It is protocol for Leaders Moving to send a copy of the bid. The intent is for the customer to review the bid and information related to the move.  At 3:30 P.M on June 9, 2017 our offices contacted the customer to confirm the date and time of arrival. Our confirmation process includes asking the client if there are any changes to the inventory needing moved. The client indicated there was none. We arrived at the customers residence as scheduled on June 12, 2017. Our crew met with the customer and was shown what items would need relocated. During 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 moved. The client was told of the price increase and did not want to pay for the additional items so they were not moved. There were a few other revisions and the  actual price was reduced from $378 to $332. The customer was aware of the charge and paid once the move was complete by a Visa credit card. She supplied a $50 discount card so the credit card was processed for the $282 balance. I have attached the invoice and contact signed by the customer. The customer made verbal contact with our Claims Manager, Deidra S[redacted], on June 20, 2017. During the move there was damage to the mattress and box spring. Leaders 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 issue. Unfortunately, 2 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 $282 was debited from our account. It is unfortunate the customer had chosen to proceed this way as we have given no reason for such. Once we were notified of the charge back we had no option but to pause the claim process. Upon the customer being informed of this, she wanted to re-apply the transaction. We have no availability to re-open this closed transaction that the client had initiated. In order to efficiently and simply remedy the claim, the customer was sent a settlement check that was reduced by the $282 debt that was owed.

First of all, I am thankful that I have heard back from Leaders via the Revdex.com site. I do appreciate the timeliness of the response. I 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 move. If 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 false 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 goals. My 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 companies. If there was an the movers had noted and brought my attention to any prior damage, there would be no issue here. At 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 claim. My 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 resolve. I 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.com. This whole thing would have gone unresolved had it not been for my persistence going through this channel of communication, and that is truly upsetting. I want a refund for the furniture or for the services performed on that day. Sincerely, [redacted]

Recd phone message from Mr. Farley asking what the consumer is seeking.

I am truly sorry to hear that your experience with Leaders was not a positive one. We take great pride in the level of service we offer and our 22 years of customer satisfaction. When we hear we have not achieved those goals and have disappointed a customer, we take the matter very seriously and...

look into what happened on our end.Your claim was submitted to our insurance company the very next day of the accident.  I apologize that the local agent in your area had an error with your email address (missed a letter in the address) and you did not receive normal communication promptly.  I have spoken with our agent and understand that they have since been in contact and are working to expedite the claim process and resolve your case.Again, I regret that there was an accident with the vehicle transporting your belongings.  Leaders does accept full responsibility and is working diligently with our Insurance carrier to provide any additional information to help in your case until final resolution. Steve L[redacted], COOLeaders Moving & Storage Company

Our customer had contacted our office October 9th 2014 in regards to missing and damaged items related to his relocation to New Jersey in September 25th 2014. Upon receiving the claim, we hired a 3rd party furniture repair firm to make contact with them to arrange inspection of the claimed goods. Upon inspection, [redacted] Guild (vendor) submitted the findings along with estimated cost of repair. The consumer made it clear that he did not want repair as he expected items damaged items to be replaced. We informed our customer that since the items could be repaired there was no reason to replace. We made attempts to repair but unfortunately the customer made the process difficult, including not allowing some items to be repaired. Due to the issues being brought forth, we contacted our liability carrier ([redacted] Casualty) to continue with resolution of the claim. Eventually the decision was made to compensate the consumer for the repairs as well as items that could not be repaired. The 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 $4,287.08 on March 26, 2015. 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 requests. If 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.

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

Leaders Moving & Storage first became aware that the consumer was missing items on Tuesday, February 2, 2016.  The consumer came into the office and explained that she was missing several camera items and felt these items were stolen and was going to file a police report, which we agreed...

was the correct course of action and explained that we would cooperate with the investigation in addition to conducting our own internal investigation as is normal protocol.  Prior to that, there were multiple phone calls back and forth regarding an item that was originally damaged and has since been repaired.  Phone calls were exchanged on 12/15, 12/18, 1/05, 1/06, 1/07 and 1/11...all resulting in messages being left for the consumer and some being answered.  Later that afternoon, the consumer provided Leaders with a police report showing that it had been filed and the investigation was being started.Upon further investigation with the consumer, it was discovered that these items were never in Leaders possession at any time.   The consumer had packed these items herself, transported these items in her own vehicle and at some point moved them into the new home.  Our crew, which included an assistant operations manager were never aware that these items even existed.  The original move took place on December 9, 2015 and the consumer only let us know 8 weeks later that she could not find these items.After doing our internal research and checking our documented phone records and notes, the consumer received a response at approximately 1:08 pm on 2/3/2016 and spoke for 2:09 minutes.  At that time, our claims manager responded to the consumer that we would fully cooperate with the investigation and that the detective assigned to the case should call the claims manager directly.  In addition, the claims manager explained that since this was an active case, there was nothing we could do at this point in terms of any type of reimbursement.  If during the investigation, there was any evidence of any wrong-doing on the part of any leaders employee we would make full restitution for the items.  However, without ever having these items in our possession at any time during the move process and only being made aware that these items were missing after 8 weeks from the original move, we would need to let the police conclude the investigation before making that determination.Over the last 22 years in business, it has not uncommon for items to be misplaced during a move.  We always encourage our customers to make sure they are unpacked completely as many times items are re-packed in order to protect them from damage during the move process.  In the majority of instances, the items are usually found.  In this case, since Leaders did not handle the packing or transportation of these items, it is hard to say where these items might have been placed.Leaders will fully cooperate with the police and their investigation and in the meantime very much hopes that the consumer is able to locate the missing items.Leaders Moving & Storage 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.

I am rejecting this response because:No part of this resolution addresses the root cause of the problem. No one within the company had me sign or even verbally acknowledge/agree that there was ANY prior damage to my furniture. That 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 thereafter. This 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.

We had previously asked for $1000 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 Leaders. We probably would have gone with the low bid company that was about $1,000 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.
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 mediation. I don’t understand what to mediate when the client says he has chosen to forgo anything further? Looking forward to clarification.