Liberty Transportation & Storage

Review: In 8/13, I used Liberty to move me out of my home in [redacted]. They moved 1/3 of my belongings to a temporary apartment and 2/3 to their storage facility in [redacted].On 2/7/14 Liberty took my items out of storage and delivered them to my new home. Upon delivery and subsequent unpacking I realized many items were damaged, irreparably broken, disassembled and not put back together. In fact, they delivered a very large and extremely heavy crate to me which isn’t even mine! I requested that Liberty re-assemble the items taken apart. 1 item, a shelving unit, was able to be put back together. However the other item, a $700 marble table, was broken after having been dis-assembled and Liberty has refused to repair it. Liberty not returning calls. The large amount and high value of the broken items, their refusal to return my calls, and the gross negligence shown in moving my items into/out of their own storage facility has caused me to file this complaint with you.Broken items:

1.August move: incorrectly disconnected washing machine, left hose dripping for 3 days, caused flood in laundry room. oak flooring had to be replaced, ceiling tiles in the basement below replaced,carpet in the basement had to be professionally dried. Total cost $1,000.

2.Pottery Barn Lockers/Cubbies:Finish scratched in several places

3.Specialized 12 Speed Bicycle: Seat snapped off. Parts broken and missing. Water Water bottle and pump snapped off, unable to put back on.

4.Hand Made Dollhouse:Made by father-in-law for daughter. Roof shingleshingles broken, front railing and posts broken.

5.Marble Table:Dis-assembled for storage, leg subsequently broken. Have repeatedly asked Liberty to repair. They have ignored my calls.

6.Large crate:Needs to be removed. Not mine!

7. Hurricane Lamp: Shattered glass.

8.Oriental Rugs(4 rugs 5’ x 7’ up to 9’ x 12’): Investment quality rugs professionally cleaned/wrapped/moth and insect proofed. cost $500. Wrapping on all 4 rugs torn/broken.Desired Settlement: refund of cost of move from storage to new house $1400.

refund of costs to remediate flood in laundry room of $1000

Business

Response:

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.

Consumer

Response:

Review: [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.

Review: I have two problems:

1) We paid for insurance which as stated in the policy covers "replacement of articles lost or damaged, or the cost of repairs to the damaged articles. Actual replacement, shall consist of articles of like kind and quality without deduction for depreciation." We have estimated close to $15,000 worth of damage and lost items. They wouldn't respond to our claim until we contacted you. They told you they would send us a check. They did indeed send a check for $1900 and denied the claims for our missing items. They stated if we cashed the check our claim would be settled. They stated if we had an issue with the amount they granted we should call them. I've now called them for 1 month with no return call. I will not cash the check as I do not feel that $1900 even comes close to fairly representing the amount of damage they caused to our possessions.

2) Once they sent us the check for $1900 they then billed us for an additional $700 in moving expenses (The bill arrived in April from a move made in November). We did not have any additional items in our move other than what they quoted us. On top of that, many of the items that were packed and moved either didn't arrive or arrived in a damaged or unusable condition. I'm not sure what this additional charge is for.Desired Settlement: I want the amount refunded to be a fair representative of the amount of damage their company caused to our possessions. I also want them to replace the items they lost - especially our video camera. We can't get back the memories that were recorded on the camera but I would like to be able to record new memories in the future. I appreciate your assistance in this manner.

Business

Response:

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.

?

Consumer

Response:

Review: [redacted]

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 complaint. He 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,

Business

Response:

I understand [redacted] reluctance to close the case, and that's fine with us. I did send her a detailed email 5/30/14 outlining where we are in the claims process subsequent to my conversation with her. Pursuant to that email, we are waiting for additional information from [redacted]

thank you.

Review: 1. Estimate delivery will be 4-9 days for NJ to ** - load on 12/20/14 and still waiting to get delivery at **. My mother has medicine for total 12 days and balance medicine in my home stuff with movers. Its life threatening for her.

2. Estimate weight will be 5400 lbs as per revised inventory and send me the revised the estimate weight 5700 lbs. He told me that your packed box quantity more from my estimate, so I reduced only 200 lbs. Explained the him that all boxes are different size and weights, still he don’t want to reduce the weight to 5400 lbs. He told me that if you want to move on 12/20/14, than you have to accept this estimate. [redacted] wasted 7 days without communication and now only two days left before the move date. He intensely created this situation so I don’t have any other option to accept that estimate, otherwise it will cost me extra $1500 to change the date or choose another mover.

3. We use the same truck and same driver for pick-up and delivery. We never unload and move stuff from truck to truck or warehouse, so risk of damage is very low - Small truck came with moving team on 12/20/14. When I asked him for big truck and they confirmed that they don’t have big truck now, so we load into small truck and transfer into the big truck at out warehouse. So they will load/unload more and risk of damage increase.Desired Settlement: I will be lost almost $800 due to weight problem and delay in to delivery. Still I am not sure I will get all my stuff proper without any damage and missing, otherwise it will cost me more. One most important thing that my mother has medicine for total 12 days and balance medicine in my home stuff with movers. Its life threatening for her. I try to contact the [redacted] still he didn’t call me back. I need help of Revdex.com to get delivery as early as possible. I also need all extra expense/cost back

Business

Response:

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.?

Consumer

Response:

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,

Review: I was charged an additional $212 three weeks after our move. I specifically asked when the move was concluded if anything changed from the original pricing we were given and had already paid $1503.50. The mover, Justin, assured me it hadn't changed. I contacted Ed S[redacted], our salesman, who said he agreed with us and would rectify the issue. He no longer returns our calls or emails. I spoke with Arlene in the office who told me there is nothing she can do, only Ed can fix it. This company adds things to the bill well after the work was concluded and keeps your credit card on file to charge whatever they want to it. I never authorized the $212 charge and never signed off on additional work to be done. We were at the house the entire day while the move took place. Not one word was mentioned during or after that anything additional was done.Desired Settlement: I want my $212 refunded to me and I want an apology for charging my card without my knowledge or consent for work that was never done. This is not how you do business.

Business

Response:

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.

Review: I decided to use Liberty transportation for our house move from [redacted] to [redacted]. I optioned for the additional insurance in the event any of our furniture or items were damaged during the move. The moves were negligent and never wrapped or protected my King size wood bed frame and post and they were damaged. We also had a rare free standing oscillating fan that was also damage in the move.

I have been having issues with contacting people in their office and getting return phone calls from them. I finally got in touch with someone [redacted] (who was very helpful) on getting me a claim form to fill out. I sent it in and 3 weeks have gone by and I haven’t heard from anyone. Additionally I left numerous voicemails with [redacted] (who I was told by [redacted] was in their claims department) and received no phone call back.

I optioned to take the additional issuance and I feel that I was led astray and that they lied about the protection. I know that there are laws that transportation companies need to follow and that they are supposed to reimburse for damaged furniture up to a certain point and that is where the additional coverage comes in.

I can’t even get anyone on the phone to talk about my claim or to get any updates on the status of my claim and I’m at the point of possible reaching out to an attorney to sue for damages and falsely representing their servicesDesired Settlement: I'm looking for my claim to be processed and a check to be sent for the replacement value of the damaged furniture overall value damage was about $1250 which was also in the claim. I optioned for a $250 deductible so they should be honoring and sending me a check for about $1000

Business

Response:

We apologize for any mishandling o[redacted] personal effects, and any perceived lack of response. As part of his moving contract, [redacted] purchased transit coverage. In light of this, we have already forwarded his claim to [redacted] for an inspection and/or repair. They will be contacting him to make an appointment, but if he wishes, he may contact them directly at: [redacted]

Business

Response:

since this Revdex.com addition by customer, he has reversed payment of his entire transportation charge. We are presently responding to the CC company related to lawful charges, proposed claim settlement, and other pertinent issues.

We did send a repair and adjusting firm to their home to survey the damage and recommend repairs. Those repairs have been rejected.

the claim will be settled expeditiously and equitably, in conjunction with the payment of our charges.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business is inaccurately portraying the events. A repair company came out to assess the damages to our furniture and told us that the damages were not really repairable and it would never look the same. They then said that he would relay that info to Liberty travel. WE NEVER REJECTED ANYTHING and were told that we would hear from them within 10 days. We never heard from Liberty! It's now over 2 months since this happened. I did have the credit card charges reversed because of the damages to my furniture and the fact that Liberty has done nothing to rectify this.

Throughout this entire process we have tried to work with Liberty travel to give them every opportunity to make this right and they didn't'. I have called so many times and left voicemails with many different people and never got any phone calls back. I have also contacted a lawyer and will be looking into legal actions against Liberty as i'm being told that they are in breach of contact and could have violated the consumer fraud act by falsely selling me an insurance plan that was never honored. Since we put our claim in we have found numerous other items that were damaged but since I cant get anyone on the phone anymore from Liberty I can't add those items to the claim that was initially submitted

The fact that I had to take all of these actions (contacting my credit card company to get the charges reversed, contacting a lawyer, filing a complaint with the Revdex.com) just shows me that this company is negligent.

I am considering this issue resolved at this point since I had the charges reversed by my credit card company. If Liberty decides to try to reverse those charges back then I will be forced to take legal action on this for breach of contract and for violating the consumer fraud act.

Regards,