Lippincott Van Lines

This company wet above ad beyond to get me scheduled into their busy scheduleFrom the minute I called to when the move happened, everyone I spoke with were polite, helpful ad professionalThe guys that came to my home were courteous, exceptional ad very professionalThey did everything asked without a hesitationTheir pricing couldn't get better for the service I had! I recommend them to everyone

Hello, Thank you for your attention given to this matter An initial payment for the customer's claim was processed and the claim amount paid The amount owed that is in question was for the damage to an additional piece that was received and processed after the initial claim was settledBecause we normally only process one claim per customer, our accounting department had assumed the $amount in question had already been paid We have since sent out the $to the customer and have verified that the customer has received it because the check has cleared our accountWe sincerely hope that this has satisfied our customer, and apologize for the oversight on our endThank you again for reaching out to us in regards to this complaint

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

I have read Mrs [redacted] reply and can only reiterate what I had stated in my initial response We, just as every other small business, cannot pay on unsubstantiated claims submitted by our customers and hope to stay in business We take very clear steps to insure that our customers are provided with our policy regarding their valuables, for this very reason We take extra measures to stress to our customers the importance of reading our policy by stating in their confirmation letter, in capitol letters "ENCLOSED IS A LISTING OF SOME IMPORTANT POLICIES ABOUT OUR MOVING SERVICES, please familiarize yourself with them" Unfortunately, according to Mrs [redacted] , she did not follow our policy, and her failure to do so was beyond our control We understand that it may be difficult for some of our customers to move a jewelry armoire, as they can be somewhat cumbersome, and we frequently do handle this type of furniture However, it is assumed, per our policy, that the jewelry inside (which can be easily removed and put away for safekeeping), has been removed Small items, such as jewelry, if left inside a piece of furniture, whether it be a dresser, jewelry armoire, night stand, etc., can easily be lost, just from the handling of that piece of furniture during a move, and should never be left inside furniture when moving We do not shrink-wrap furniture for the purpose of safeguarding our customers valuables Furniture is shrink-wrapped, when need be, for the protection of that piece of furniture In closing, I would like to say that we take pride in the 1000's of successful moves that we do every year We work very hard to insure that our moves are a success by providing all of our customers with as much information as possible to safeguard their move As Mrs [redacted] presently has her belongings here in storage, and we will be performing another move for her in the near future, we truly hope that she can understand our position in this case We are very sympathetic regarding her claim of this loss, but we must follow our protocol on claims such as these Thank you, [redacted] ***, Manager Lippincott Van Lines [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

The liability of checking off items at delivery is the responsibility of the customer and is clearly outlines to the customer prior to booking their shipmentAgain, the delivery inventories were signed free and clear of any missing items at deliveryThe customer is responsible for providing substation of the amounts being claimedThis can be provided in numerous ways such as finding the item on the internet and sending a copy of that itemThe customer was told that, being no proof was provided for the cost of the items, if they were to be replaced, we could replace them with similar itemsExample - Wine Glass, if no name of manufacturer then, yes, we could use the pricing of a wine glass from a big box storeAt no time was this meant to be insulting to the customer or to imply that they were not being truthful, we were simply trying to explain how items can be replaced, if warranted, without substation from the customer as to their priceThe next course of action is for the customer to submit their claim for arbitration which is settled by a third partyWe have mailed the appropriate arbitration documents to the customer for their review and decision if they wish to proceed furtherShould the customer provide us with the required documentation, we will reinvestigate their claimUntil such time we are holding their claim in abeyance pending receipt of said documents or notification of arbitration

Good Afternoon,
Please find our response to the complaint filed against our company. If I can be of further assistance, please do not hesitate to contact meSincerely,
*** ***-Manager
Lippincott Van Lines
***

Complaint ID#: ***Company Name: Lippincott Van LinesCompany Contact Name: *** ***Company Contact Phone: ***Company Contact Email: ***Consumer's Name:
*** ***Revdex.com Staff Member (if you know): *** ***Complaint Information: July 11, Attention: *** *** Complaint and Inquiry Consultant To Whom It May Concern, This letter is in regards to the claim brought against us by consumer *** *** Complaint ID # ***Thank you for contacting us in regards to this matterThe settlement of $has already been mailed to the customerThe check was cut on 6/23/check number *** Based on the valuation he selected, we paid him the amount of $for the table top, and reimbursed him the $for the crateI can provide you with a copy of the check stub, as well as his claim spreadsheet which reflects the settlement details and amountsI can also supply you with documentation that the customer signed prior to the move indicating his understanding of the valuation coverage options that were available to him to select from (Per DOT regulation), as well as a copy of the Local Bill of Lading which notates his selection of basic coverage the day of the moveI sincerely hope that this clears up the claims made b* *** *** in his statementPlease feel free to contact me if you would like me to send you any of this supporting documentation, or if you have any additional questionsBest Regards *** *** *** Customer Service Manager

Complaint:
***
I am rejecting this response because:
I do agree that Mr*** *** worked with me on the initial price by deducting $from the total
This brought them to a competitive rate with area moving companiesMy
complaint has nothing to do with anything that occurred before the move
The claim form was never
mailed to meI called the corporate office in *** and was told that I
could get it on their website
The crew never reviewed
or presented a bill of lading with me before the move started; in fact they
barely spoke or understood EnglishI did receive the information in my
contract regarding the valuablesThis is why I mentioned this to the movers and
explained that I couldn't fit the armoire in my car nor lift itThis is when I
was assured that it would be shrink wrapped so that everything stayed safe and
the drawers wouldn’t openAny other important documents and valuables I moved
myself
I stand by my word that
Mr*** stated to me that "of course they are going to deny it"
When I asked him if I needed to file a police report, I was told that it was
not necessary to file a claimHe never mentioned contacting my homeowner’s
insurance companyIf he had mentioned that I would have told him that it
should not be my responsibility to put a claim into my homeowner’s and have my
rates increase due to theft by their movers
The two items stolen from
my jewelry box were very sentimental to meI never celebrated my 50th
Birthday in because my twenty year old son had died tragically in college
of *** ***These were gifts given to me on my 51st
birthday in June by my daughter and sisterI don’t have the money to
replace these items
After reading Mr*** response I have filed a police report with the *** *** *** which I have attachedIf this
matter can’t be resolved civilly then I will have no other alternative but
initiate a police investigation and/or a lawsuit
Sincerely,
*** ***

From: Je*** *** *** *** Sent: Monday, August 08, 11:AMTo: ***Subject: Complaint #: *** Hello, Thank you for reaching
out to us in regards to mediating the complaint made by G*** ** ***. I wanted to update you and advise that we determined the best course of action was to have our insurance company handle *** ***s claim instead of us processing the claim through our internal claims department. The process was expedited through our insurance company, and a settlement of $less his deductible amount of $was offered to and accepted by *** ***Attached is the release form that he signed for our insurance company York Insurance Services dated 7/8/It is our understanding that all matters were resolved, and that all complaints have been addressed in regards t* *** *** claim for lost/damaged itemsPlease call or email me if you need any additional supporting documentation, or if there is anything else that I can do to further assist in regards to this matterThank you again so much for your assistance, and have a great day Best Regards, *** *** *** Customer Service Manager *** * ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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I would just like to mentionLippincott Van lines sent me a check for $compliant #*** has been settled
Thank you very much for your assistance
Sincerely,
*** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:yes they did send the check out after I complained to Revdex.com but they had sent me a formal letter approving the amount of the check months ago so the reason they gave is not true.I do consider this matter closed
Sincerely,
*** ***

We are very concerned about this loss as wellWe had our claims service conduct an exhaustive review including requesting a police report
Losses such as this are very difficult to pin down because of all the different people having access to the residence during the moving processWhen notification is made well after the pickup date, it is very difficult to conduct a thorough investigation
We are in the process of reviewing the claim for the missing cameraI will get with our claims service and advise them to remit payment to the customer as claimed
Again, we apologize for this unfortunate incidentIf the loss had been brought to our attention immediately, we could have conducted a more meaningful investigationAs it stands now, we have no way of establishing responsibility for the loss of the camera

To whom It
May Concern,
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On May 23, 2014, our Sales Manager [redacted] completed a free, no obligation visual estimate for [redacted]
Upon completion of the estimate, [redacted] indicated that she would like to hire Lippincott Van Lines of [redacted] to service her move on June 5th, 2014. At that time [redacted] went over the
estimate, how the charges are derived, the required deposit for the move, as
well [redacted] options for the forms of coverage available to her[redacted] signed a copy of the Estimate/Order for Service acknowledging that
fact at the time of the estimate. (see
attached Estimate/Order for Service) Confirmation information was mailed to [redacted] which contained a letter confirming her move, as well as an informational packet which detailed required forms of payment, coverage options, etc(see attached Local Move)
The office received a call from [redacted] at 3:30pm on 6/4/stating that her closing the next day for the
home she was moving out of had been scheduled for 10:00am, and that they needed
everything out of the home by 9:00amAt that time, [redacted] was
instructed by our office manager [redacted] that we would have to start very
early the next morning, and that he would need to add men to accomplish this
The original quote was based on men with the understanding that they would
have until noon to accomplish the loading process She was informed we would do our best to work
with our schedule for the next day to obtain the added men necessary to make
this possible. She was also informed of
the additional cost of adding the men.
A man crew left the warehouse at 5:30am and was successful in getting
everything loaded by 9:00am. Our crew
was held up at origin due to complications with the closing for destination[redacted] was aware that the crew was on the clock while they waited to find out
if the closing for destination would take place, as well as if we could accommodate
the shipment coming into our warehouse for storage that day. It was determined that a closing for her
destination could not take place that day, and storage would be necessary. She was given the quote for storage as well
as the estimated charges for delivery out.
Delivery out of the shipment was made on June 13th,
2014.
Our corporate office was contacted by [redacted] ([redacted]'s Daughter) with complaints about the move which
have been noted in the complaint you received on September 10th,
2014. I spoke to [redacted] personally
on two different occasions [redacted] stated that while her mother's move was taking place, a piece had been damaged
by the moversDuring my conversation with [redacted], she stated that her
mother had not been informed of her coverage options, and as a result [redacted] had been informed that her claim was subject to our basic coverage of
$per lb per article, and that her mother was also not made aware of the
lack of coverage for PBO cartons I clarified
why we do not cover PBO Boxes (Packed by Owner) and why even when a customer
selects Full Value Protection we do not accept liability for PBO CartonsThis
is due to the fact that the mover is not able to verify the condition of the
pieces being packed, as well as if the proper packing techniques and packing
material were utilized during the packing processIf a box is in perfect
condition upon delivery and is not damaged in anyway but the contents are
damaged, we have no way to determine if that damage is due to insufficient
packing or if the piece was damaged prior to being packed I informed her I would look into this matter,
as well as the other claims & service issues that her mother hadI asked
that she forward any additional information to me, as well as any documentation
she hadShe was informed that all local claims are handled independently
through the [redacted] office, and that her mother would need to speak to them
directly about the settlement of their claim
Upon speaking to our [redacted] office, [redacted] confirmed that at the time of the Estimate and scheduling of the
move, he went over the coverage options with [redacted], as well as our stipulation
on PBO Cartons. [redacted] signed the
Estimate/Order for Service under the Section "Customer's Declaration of Value"
indicating that she understood the coverage options available to herI also
verified with [redacted] our Office Manger that he had personally gone over the
added estimated charges with [redacted] at each change of the move. The next time [redacted] contacted our
office, she was informed that her mother ([redacted]) would need to contact
our office to verify what [redacted] was claiming transpired during the
estimate process and move process as we had documentation that proved contrary
to what we were being toldAfter several phone calls between both our corporate
office, as well as the [redacted] office with [redacted], we informed [redacted] that because the move was contracted by [redacted], the estimate was
completed with [redacted], and due to the fact that all talks of additional
charges were made between [redacted], all further correspondence needed to
be made directly with [redacted]We requested again that [redacted]
contact our office
Given the obstacles we faced with
[redacted]'s move during the busiest month of the year, we feel that we
handled the move professionally and efficientlyWe worked hard to accommodate the
customer's continuously changing needs. [redacted] was fully informed of the additional cost
involved at each stage of the move. Lippincott
was not at fault for the issues that occurred with [redacted]'s closing,
which were the direct cause of the additional charges. It is unfortunate that damage occurred to their
PBO Boxes, but we have evidence to prove that [redacted] was aware of her
coverage options. To date, we have not been able to have a
conversation with [redacted] directly about the issues at hand without
threats and interruptions by [redacted].
We would very much like the opportunity to go over the issues at hand
with [redacted] so that we can settle her claim and ask that [redacted]
call or come into our office so that we can accomplish this
Please contact me if you require any
additional information that would be helpful.
Best Regards,
[redacted]
Customer Service Manager

Hello, Thank you for your attention given to this matter.  An initial payment for the customer's claim was processed and the claim amount paid.  The amount owed that is in question was for the damage to an additional piece that was received and processed after the initial claim was...

settled. Because we normally only process one claim per customer, our accounting department had assumed the $475.00 amount in question had already been paid.  We have since sent out the $475.00 to the customer and have verified that the customer has received it because the check has cleared our account. We sincerely hope that this has satisfied our customer, and apologize for the oversight on our end. Thank you again for reaching out to us in regards to this complaint.

Complaint: [redacted]
I am rejecting this response because:
#1 things were not clearly explained to us. After 7 days and 4500 miles of driving how could anyone unpack a large amount of boxes before signing an acceptance. Would the movers have waited?  Is Lippincott saying that they would replace our items without substantiation in the absence of receipts or other information? What do they mean "if warranted."?
Arbitration is not affordable for us. We are retired and on a fixed income. If we lost we would have more to pay than the amount claimed under the deductible. We have made it as clear as possible and described our items and their worth as clearly as possible. After moving from [redacted] after 9/11 and 3 additional moves thereafter receipts of items purchased many years before are not in our possession.
Our point is that we entrusted these items to Lippincott and we did not receive them when we got to [redacted]. Whatever happened in between is not our fault. We purchased insurance in good faith. It seems that the system is rigged for the Company.
Sincerely,
[redacted]

Complaint Information:

...


We are responding to a claim made by [redacted] in regards to his recent move. Lippincott was unable to start the job early morning the day of the move, and unfortunately due to vehicle and scheduling issues the move was completed over the course of 2 days. Despite the end of June challenges we faced, the crew was still able to complete the move in less time than was originally estimated, which was a savings to [redacted]. We recognize that there were scheduling difficulties during the course of [redacted]'s relocation that Lippincott Van Lines was responsible for, and would like to make an effort to resolve this amicable for all parties involved. We make our best efforts to eliminate stress from the moving process, and are truly apologetic that the relocation did not go smoothly for [redacted]. Because of this, we will be sending a check to [redacted] for $100.00. Please contact us any time if any further information is required.


Sent on:


8/13/2014 2:43:11 PM

Complaint: [redacted]We are rejecting this response because: It was our understanding that we had to sign the papers from the driver before he left on the delivery date. Of course there was no time in which to check each box right away since there were so many. It took many days to unpack everything and discover that items were missing. Because the boxes were removed from our ** address, then stored at Lippincott, then loaded on another truck any sense of order order was disrupted. The list of box numbers made no sense to us at all. In addition we were told that our items could be replaced at [redacted] for much less money. This was insulting  and implied that we were not truthful people and that our items, bought many years ago in [redacted] and in up-scale stores in the U.S., could be replaced in a box store. We described our items in detail and gave as accurate estimates as we possible could. Our treatment from the Lippincott representative has been insensitive and unrealistic. We can provide correspondence to illustrate this treatment. If our items were not valuable to us we would not have bought insurance. We feel strongly that whatever happened is not our fault since our items were in the care of Lippincott after leaving our ** residence. 
Sincerely,
[redacted]

We have been working diligently with this customer to resolve their claim of missing items.  Upon review of the delivery inventories, we saw there were no notations of any missing cartons.  The customer did fill out their required claim form, but neglected to put down the inventory...

numbers of the missing cartons, nor did they provide substation of the amounts for the items being claimed.  We did contact the delivering driver and asked if he had any cartons left on his trailer after the delivery of this customer to which he responded no he did not.  We also contacted the other customers whose shipments were on this truck and inquired if they had received any additional cartons which did not belong to them, again no one stated they had cartons other than what belonged to them.  We also requested our warehouseman to conduct a search of the warehouse for any unclaimed cartons, but no cartons were found.  It must be noted that it is difficult to trace for missing cartons when there is no Inventory Number nor description of the cartons in question.
Additionally, this customer did purchase Valuation with a $500.00 deductible.  Being the destination inventories were signed free and clear of any missing items, lack of inventory numbers provided by the customer and lack of substation of the amounts claimed, we are unable to proceed further with this claim at this time.
We cannot arbitrarily pay out monies when we have not been provided the complete documentation and justification required to settle the claim.  Should this customer provide our office with the required information we will re-investigate their claim.

I have read Mrs. [redacted] reply and can only reiterate what I had stated in my initial response.  We, just as every other small business, cannot pay on unsubstantiated claims submitted by our customers and hope to stay in business.  We take very clear steps to insure that our customers are provided with our policy regarding their valuables, for this very reason.   We take extra measures to stress to our customers the importance of reading our policy by stating in their confirmation letter, in capitol letters "ENCLOSED IS A LISTING OF SOME IMPORTANT POLICIES ABOUT OUR MOVING SERVICES, please familiarize yourself with them".   Unfortunately, according to Mrs. [redacted], she did not follow our policy, and her failure to do so was beyond our control.  We understand that it may be difficult for some of our customers to move a jewelry armoire, as they can be somewhat cumbersome, and we frequently do handle this type of furniture.  However, it is assumed, per our policy, that the jewelry inside (which can be easily removed and put away for safekeeping), has been removed.  Small items, such as jewelry, if left inside a piece of furniture, whether it be a dresser, jewelry armoire, night stand, etc., can easily be lost,  just from the normal handling of that piece of furniture during a move, and should never be left inside furniture when moving.  We do not shrink-wrap furniture for the purpose of safeguarding our customers valuables.  Furniture is shrink-wrapped, when need be, for the protection of that piece of furniture. 
In closing, I would like to say that we take pride in the 1000's of successful moves that we do every year.  We work very hard to insure that our moves are a success by providing all of our customers with as much information as possible to safeguard their move.  As Mrs. [redacted] presently has her belongings here in storage, and we will be performing another move for her in the near future, we truly hope that she can understand our position in this case.  We are very sympathetic regarding her claim of this loss, but we must follow our protocol on claims such as these.  
 
Thank you,
[redacted], Manager
Lippincott Van Lines [redacted]