Liberty Transportation & Storage

Complaint: [redacted] I am rejecting this response because: I need a time for proposed meeting tomorrow, August How about 11:am on August 31? Liberty representative will call me on August at 11:am on cell phone [redacted] Regards, [redacted]

Dear [redacted] I am Jeff [redacted] with Liberty Transportation, and I will be able to address your concernsI am currently away, but I will be back next Wednesday, and you will hear from me thenIn the meantime, I am asking people @ Liberty to gather facts, etcso I am aware of the circumstancesI do apologize that you have experienced difficulties with our service; I will be back to you next weekSincerely; Jeff R [redacted] Liberty Transportation

I had used Liberty twice beforeI knew that when my items were offloaded what the additional cost to me would beBefore the driver and crew left they had a check in their hand or a credit card number This third move has been a nightmare with the office personnel My move was at the end of October, I received a bill at the beginning of December for over $along with being charged for something that never happenedI sent the agreed final amount and today another email was sent to me indicating I owed the amount that was credited in DecemberWhen I initially fought the additional amount in December I questioned why they waited so long to send me the additional costs when the previous moves everything was completed the same day I was told they had to compare the weight of the truck with the initial estimateThis sounded bogus especially since I had previous experience with this companyToday I received another email asking for the money they agreed should be credited I sent them copies of the emails and the cancelled check I will never use them again

I have reviewed the customer’s statements in the email, and I am providing the following commentsI have numbered my responses to correspond with hers: On the claim form, List “marble table: parts missing, needs reassembly” On the claim form, list “Oriental rugs: wrapping torn, require re-wrapping” On the claim form, list “doll house: broken, cost of repair unknown” For the floor damage: This is property damage, not cargo damage, and is handled differentlyThe customer would have to demonstrate that a) the mover was the cause of the damage to the floor, and b) a verification of the cost to rectify Our request that a claim form be filed is a requirement of our tariff and our insurance carrierWe expect the customer to complete the form as best they can, but there is no penalty for missing information about a certain itemWe do ask however, that all items claimed be listed As to the large box, we will arrange to have it picked up when convenient for the customerOnce we are in receipt of the claim form, we will proceed with settlementI am attaching a copy of the Order for Service, signed by the customer, wherein she declines to purchase additional protection for her moveThis form also indicates that she is in receipt of the consumer booklet which addresses the requirements and responsibilities of all parties Lastly, we would like to add that, at the customer’s insistence, we applied a customer credit to her final move out cost of $(charges; collected.)

I spoke t [redacted] on Friday 5.30.14,and I sent her some information concerning her settlementAt this point, we are working together to resolve the claims issues ?

Complaint: ***
I am not comfortable saying this complaint is resolved at this point
The last time they said they were working to resolve the complaint, and I accepted their response, once the Revdex.com closed the complaint the business didn't bother to return my many calls or respond to me in anyway until I filed a 2nd complaintHe spoke with me on Friday but until I see action on their part that actually resolves the claim I'm not willing to close this complaint
Regards,
*** ***

I understand *** *** reluctance to close the case, and that's fine with usI did send her a detailed email 5/30/outlining where we are in the claims process subsequent to my conversation with herPursuant to that email, we are waiting for additional information from *** ***
thank you

Per our conversation today, we have agreed to:Pay $delay expense (United would normally pay 400.00)Waive the additional packing charge of $due to a lack of clear explanation & understanding on the part of the Customer.Promptly review and forward any claim for loss and damage to United for their handlingAny claim must be submitted within months of the actual delivery date

Yes, I will call you 11am tomorrow (8/31/17) - on cell ***Thank you for your patience

I am not sure why this complaint is being filed at this late date. Although our charges were correct, we already agreed to refund the disputed amount to the customer in the interest of customer relations. Any allegation that we operate in less that a forthright manner is untrue. It would not be...

worth our while to willfully charge for unwarranted charges in the small amount of $212.00.A copy of the [redacted] chargeback to our account for $212.00 is attached for reference. [redacted] has previously been notified of this. He will see the $212.00 credit to his [redacted] account.Thank you for bringing this to our attention.

Stephanie S[redacted] of our office had a conversation with [redacted] yesterday concerning the issues contained in this complaint. It was agreed that the [redacted] would file their loss and damage claim as soon as practical. It was also discussed that they could, and should, prepare a list of any...

missing items in advance of the formal claim in order to facilitate a timely trace. Liberty Transportation, in conjunction with United Van Lines, prides itself on delivering quality service. When we fail to meet expectations, we strive to take correct action as soon as possible. In this case, that will be a timely reaction to the claim that will be filed. As to an adjustment to transportation charges, we need to allow the claims process to proceed prior to making any determination. All of us @ Liberty apologize for the inconvenience this has caused the [redacted]

Dear [redacted]I am Jeff [redacted] with Liberty Transportation, and I will be able to address your concerns. I am currently away, but I will be back next Wednesday, and you will hear from me then. In the meantime, I am asking people @ Liberty to gather facts, etc. so I am aware of the...

circumstances. I do apologize that you have experienced difficulties with our service; I will be back to you next week. Sincerely; Jeff R[redacted]Liberty Transportation

Delivery times: Customer signed for a pickup date of 12/20 with delivery of 12/27-1/3/15. Our information indicates that delivery will occur within that window. If not, customer is entitled to delay compensation from [redacted]ower Transit, Inc. This information is set forth on The estimate/Order for...

Service/Bill of Lading.Weight and Charges: Customer signed a binding, "not to exceed" estimate of 5700#; $3376.74. At customer's request, and with new information, this is a reduction from the original weight of 5936# and $3580.00. The signed contract applies. If the actual weight is less than 5700#, then a refund of a portion of the charges will be processed by [redacted]ower Transit after the move has been completed. The customer must pay the estimated charges at the time of delivery.Equipment: Generally, over-the-road equipment services a move from origin to destination. At times, the over-the-road unit is not available, and a local pickup, with smaller equipment, is made to honor our contract dates. This does not affect the protections afforded the customer in accordance with the level of protection/valuation they selected, and signed for, as part of the contract.?

Complaint: [redacted]
I am rejecting this response because:
I have reviewed the response from Liberty Transportation.
The company has requested that I submit their claim form itemizing my complaints. Liberty has not returned any of my phone calls requesting clarity on how to complete the claim form for my many broken items. Also, Liberty has done nothing to remove the very large and extremely heavy carton which they delivered to me in error. lt is not mine. They have not picked it up despite my numerous requests for them to do so.
With regard to broken/damaged items:
1. The marble table was taken apart by them prior to storage. They sent 2 men to put it back together. The men
were unable to put it back together because Liberty broke and/or lost certain parts. How does that get itemized on a claim form?
2. Oriental rugs were professionally cleaned and wrapped to prevent insect damage during anticipated extended storage in my home. Wrapping was broken on all rugs. I want Liberty to pick up rugs, have them professionally wrapped again, and re-delivered to me. How does one itemize that on a claim form?
3. How does one itemize on a claim form the cost of the dollhouse which was built from scratch by my father-in
law who spent countless hours of his time constructing and furnishing it?
4. With regard to the flood caused by improperly disconnecting Washing machine, the only receipt l haVe is for the
repair of the basement damage. I don’t have a receipt for replacing the oak floor in the laundry room because the work was done by the buyers. They had the floors refinished in the whole house prior to their move in. They asked their floor contractor to replace the laundry room floor as part of their overall refinishing job. I
reimbursed the buyers for the additional cost of refinishing the floor. My realtor obtained the estimate for the cost of refinishing the floor and verbally passed that number along to me; Since I trusted my realtor,- I did not get a receipt.
The claim form requests estimated weight and Inventory number. I have no idea how to estimate the weight of oriental rugs, doll houses, marble tables, bicycle. Further, I have no idea what the inventory numbers are. Since Liberty has not returned any of my phone calls, I have had no guidance as to how to complete the claim form for items 1 above and the weight and inventory numbers. They have only reiterated their demand for me to complete their claim form which has resulted in the lack of progress in resolving my claims.
Regards,
[redacted]

I spoke  t[redacted] on Friday 5.30.14,and I sent her some information concerning her settlement. At  this point, we are working together to resolve the claims issues.
?

I have reviewed the customer’s statements in the email, and I am providing the following comments. I have numbered my responses to correspond with hers:
 
1.       On the claim form, List “marble table: parts missing, needs reassembly”
2.       On the claim form, list “Oriental rugs: wrapping torn, require re-wrapping”
3.       On the claim form, list “doll house: broken, cost of repair unknown”
4.       For the floor damage: This is property damage, not cargo damage, and is handled differently. The customer would have to demonstrate that a) the mover was the cause of the damage to the floor, and b) a verification of the cost to rectify.
 
 
Our request that a claim form be filed is a requirement of our tariff and our insurance carrier. We expect the customer to complete the form as best they can, but there is no penalty for missing information about a certain item. We do ask however, that all items claimed be listed.
 
As to the large box, we will arrange to have it picked up when convenient for the customer. Once we are in receipt of the claim form, we  will proceed with settlement. I am attaching a copy of the Order for Service, signed by the customer, wherein she declines to purchase additional protection for her move. This form also indicates that she is in receipt of the consumer booklet which addresses the requirements and responsibilities of all parties.
 
Lastly, we would like to add that, at the customer’s insistence, we applied a customer credit to her final move out cost of $302.86 (1702.86 charges; 1400.00 collected.)

I had used Liberty twice before. I knew that when my items were offloaded what the additional cost to me would be. Before the driver and crew left they had a check in their hand or a credit card number.
This third move has been a nightmare with the office personnel. My move was at the end of October, I received a bill at the beginning of December for over $400 along with being charged for something that never happened. I sent the agreed final amount and today another email was sent to me indicating I owed the amount that was credited in December. When I initially fought the additional amount in December I questioned why they waited so long to send me the additional costs when the previous moves everything was completed the same day. I was told they had to compare the weight of the truck with the initial estimate. This sounded bogus especially since I had previous experience with this company. Today I received another email asking for the money they agreed should be credited. I sent them copies of the emails and the cancelled check. I will never use them again.

Revdex.com:I am withdraw the complaint #[redacted] against [redacted]ower. [redacted]ower agreed to pay settlement amount after withdrawal of complain.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have reviewed the complaint filed and we apologize for any inconvenience this has caused. Our specific responses are:
Water damage: when notified, we requested repair receipts and pictures to verify the damages and amount claimed. These were never received.
We...

emailed a claim form to the customer on 11/22/13 so they could report their damaged items. This form has not been returned to us.
We did send a man out from our office to reassemble furniture; some was reassembled, but one or two pieces were not. We are told that is due to a lack of parts. Any further assembly issues should be dealt with as part of the claims process. WE are attaching another form for their use in reporting their claim.
Once it is received, it will be addressed in accordance with the terms and conditions of their moving contract.

Complaint: [redacted]
I am rejecting this response because: I need a time for proposed meeting tomorrow,  August 31. How about 11:00 am on August 31? Liberty representative will call me on August 31 at 11:00 am on cell phone [redacted] 
Regards,
[redacted]