I filled out claim form and emailed as instructed, to this point I reject the business response and will continue to do so until I hear from said business and then will review.
[redacted]
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Ms. [redacted] refused to provide her insurance provider information to me. I requested insurance information the week of April 18th and numerous times thereafter; however, I did not get a response from the insurance company until May 31st by email. I received a check on 6/17/16 from [redacted]'s Moving and Storage out of an operating account that was dated 6/13/16. It was not issued from the insurance company. The claim is not resolved as I dispute the amount that Ms. [redacted] wants to settle the amount for. My concern is that it took around 6 weeks for me to receive insurance information from Ms. [redacted] along with numerous other issues.
Regards,
[redacted]
The item was taken to a local vendor. The glass had to be ordered out. The customer called the vendor to verify this. The piece has been returned to the customer. The claim is closed.
Response:As previously responded, we can put sod down now as requested and it will freeze and die or we can do it when it is not 17 degrees as it is today. We will do either. We previously expressed that it was more prudent to put the sod down in more temperate weather. The original move was during the holidays and again, due to weather it was more prudent to perform outdoor landscaping when it was not raining or snowing. If needed, we can provide a weather report from the day of the move to current date as evidence of inclement & cold weather as well as reports from landscaping websites or companies testifying that laying sod in the winter is ill advised. We thank you for your business and look forward to closing this claim as soon as weather permits.Sent on: 2/10/2016 1:22:30 PM
We have had 6 email exchanges regarding concerns on this move. I have consistently asked what is desired and been criticized for the question. Areas of concern;Missing leg- was found next dayBeer was offered by customer to mover at end of move. While it had zero impact on the move, it is thrown in...
as a point of contention in every communication.Took 17 minutes to have any furniture loaded on the truck- I explained that it takes time to prepare furniture to move it safely.Missing screws to mirror- purchased by customer, compensation offered by company and declined. I have asked a number of times what is the desired resolution. Here is the response I received. "Like I said Margaret, I’m not going back and forth. I think from my perspective as a customer who was willing to pay more money to get things done and whom your movers had a good enough relationship with me at both my homes to have confidence enough to request a beer rather than a water knowing I wouldn’t get upset and happily give speaks volumes. I don’t feel like for the $$ we got what we paid for at all. And the point I still believe you are missing is you can’t seem to agree with that. You just tell me what’s covered and what’s not and if I want money back then I tell you how much I want back. Never have I seen a business ask the customer what they want back, rather the business says I’ll make it right and this is what I’ll do. I’ve paid the $620, I’m not gonna dictate to you what I feel I’m entitled too, this isn’t my business it’s yours. It’s disappointing on many levels emails are still being sent about this but what do I know. I appreciate your time, good day"Which was in response to this email from me;"Again, I am not at all trying to justify poor customer service but get to the bottom of your issues individually. Again, I am asking if you would like to be compensated for your time & trouble in obtaining the missing screws. I am not demeaning you whatsoever. Not in the least. I am not missing the point. I am trying to resolve the issues individually and I believe that my explanation of the issue is being regarded as argumentative, which I am not trying to in any way. Having said that, if they arrived at 2pm, they would have had to pad items or prepare them before moving them. If nothing was done prior to 2:17pm, I will gladly refund the 15 minutes. I am sorry you are not satisfied with the move. Please let me know what you would like me to do at this point to mitigate your dissatisfaction as much as possible. Please let me know what it will take to make you happy & I will do my level best to do it for you. Warmest Regards, [redacted] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ A claim form has not been received to process any claims. One has been sent & I will send another. I am sorry after our hard work and my attempts to mitigate the customer's dissatisfaction that we have not been able to put this to rest. When I explain why it took 17 minutes to get anything on the truck (because the furniture had to be padded & prepared) I am told that I am giving excuses. I have continually asked what is desired with no clear response. Regards, [redacted]
Yes, they have began to lay the sod and I did speak with [redacted]. They still have some more sod to lay which should occur this week and then this can be closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We informed the phone representative of the additional stop when we added the additional piece of furniture to be delivered. It's unfortunate that this company is "doubling-down" on misstatements. The number of stops was never a surprise.
Regards,
[redacted]
The detective assigned to the case was not available due to "serving a warrant at the time and all the Derby activities" and would be getting ahold of me after Derby. I was told this by Detective [redacted] on 5/3/16. The customer knows this to be true as she was also in communication with the police department. I was the person to initiate contact multiple times with the police department, to the point of asking the detective that called me back after my many messages to at least run my workers through pawn check so that if they had taken them, they may still be recovered. He agreed. That was on 5/03/16. Detective [redacted]l did not return my calls until 5/11/16. He stated he would be contacting the customer on the 11th or 12th. Once I had what I believed all the facts, I submitted to my insurance company. They needed further information, which I requested on 5/18/16 @ 9:26am via email. I continually emailed our customer with all the information I knew, as I knew it. Once the insurance company had all the documentation, including all the email correspondence between myself & the customer, the police report & investigation, bill of lading etc., they processed the claim. We have no part in the decision making process & based on our deductible we were responsible for the liability that was assigned to us. The explanation of the claim processing was sent from the insurance company to the customer on 5/31/16. That check was cut and sent on 6/15/16. All reporting and processing dates were within normal guidelines and standards. Again, as I have said numerous times, if I had 1 piece of evidence that we were responsible for this, I would reimburse our customer for her losses. To further my position, one of the workers was on her previous move and nothing was taken. Nothing weird or out of the ordinary occurred on this move.I am sorry that I do not have a different outcome at this time. Many times things that cannot be located initially after a move are located after. That is my sincere hope in this case.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[After a review of my personal cell phone records, Ms. [redacted] never personally returned my phone calls as requested. Emails delivered to her and the company's claim department generate a generic response by email. Please be advised that since the Revdex.com does not handle robbery and/or theft complaints that this claim focuses on the refusal of Ms. [redacted] to share insurance information with the claimant. However, since Ms. [redacted] brought up the theft in the response to her previous message I believe that I must provide additional information to her statement. Please be advised her own insurance company recommended that I could file a complaint with the Kentucky Department of Insurance. Ms. [redacted] acknowledged to the police officer that other movers had stolen items previously. Therefore, why doesn't her company mention purchasing insurance on the phone instead of in an email to better serve customers? Also, just because an item is not in the pawn system does not mean that it was not stolen. Ms. [redacted] did report to me that one of the movers previously moved me; however, she did not put in her statement that the same worker in collaboration with another refused to unhook hoses for a washer and dryer. My father left the apartment unattended to retrieve tools as they stated they would not unhook the washer and dryer. Also, the movers requested that my father go to the [redacted]io area and wipe down an outside chaise lounge because there was a spider web on it and the mover was afraid of spiders. I recognize the Revdex.com does not deal with complaints of theft; however, [redacted]'s Movers failed to meet the verbal agreement of unhooking hoses to the washer and dryer as their company representative reported they would when I arranged the move. ]
Regards,
[redacted]
Response:
The disputed difference of $153.04 has been refunded.
I filled out claim form and emailed as instructed, to this point I reject the business response and will continue to do so until I hear from said business and then will review.
[redacted]
Revdex.com:
I have reviewed the response made by the business...
in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Ms. [redacted] refused to provide her insurance provider information to me. I requested insurance information the week of April 18th and numerous times thereafter; however, I did not get a response from the insurance company until May 31st by email. I received a check on 6/17/16 from [redacted]'s Moving and Storage out of an operating account that was dated 6/13/16. It was not issued from the insurance company. The claim is not resolved as I dispute the amount that Ms. [redacted] wants to settle the amount for. My concern is that it took around 6 weeks for me to receive insurance information from Ms. [redacted] along with numerous other issues.
Regards,
[redacted]
The item was taken to a local vendor. The glass had to be ordered out. The customer called the vendor to verify this. The piece has been returned to the customer. The claim is closed.
Response:As previously responded, we can put sod down now as requested and it will freeze and die or we can do it when it is not 17 degrees as it is today. We will do either. We previously expressed that it was more prudent to put the sod down in more temperate weather. The original move was during the holidays and again, due to weather it was more prudent to perform outdoor landscaping when it was not raining or snowing. If needed, we can provide a weather report from the day of the move to current date as evidence of inclement & cold weather as well as reports from landscaping websites or companies testifying that laying sod in the winter is ill advised. We thank you for your business and look forward to closing this claim as soon as weather permits.Sent on: 2/10/2016 1:22:30 PM
We have had 6 email exchanges regarding concerns on this move. I have consistently asked what is desired and been criticized for the question. Areas of concern;Missing leg- was found next dayBeer was offered by customer to mover at end of move. While it had zero impact on the move, it is thrown in...
as a point of contention in every communication.Took 17 minutes to have any furniture loaded on the truck- I explained that it takes time to prepare furniture to move it safely.Missing screws to mirror- purchased by customer, compensation offered by company and declined. I have asked a number of times what is the desired resolution. Here is the response I received. "Like I said Margaret, I’m not going back and forth. I think from my perspective as a customer who was willing to pay more money to get things done and whom your movers had a good enough relationship with me at both my homes to have confidence enough to request a beer rather than a water knowing I wouldn’t get upset and happily give speaks volumes. I don’t feel like for the $$ we got what we paid for at all. And the point I still believe you are missing is you can’t seem to agree with that. You just tell me what’s covered and what’s not and if I want money back then I tell you how much I want back. Never have I seen a business ask the customer what they want back, rather the business says I’ll make it right and this is what I’ll do. I’ve paid the $620, I’m not gonna dictate to you what I feel I’m entitled too, this isn’t my business it’s yours. It’s disappointing on many levels emails are still being sent about this but what do I know. I appreciate your time, good day"Which was in response to this email from me;"Again, I am not at all trying to justify poor customer service but get to the bottom of your issues individually. Again, I am asking if you would like to be compensated for your time & trouble in obtaining the missing screws. I am not demeaning you whatsoever. Not in the least. I am not missing the point. I am trying to resolve the issues individually and I believe that my explanation of the issue is being regarded as argumentative, which I am not trying to in any way. Having said that, if they arrived at 2pm, they would have had to pad items or prepare them before moving them. If nothing was done prior to 2:17pm, I will gladly refund the 15 minutes. I am sorry you are not satisfied with the move. Please let me know what you would like me to do at this point to mitigate your dissatisfaction as much as possible. Please let me know what it will take to make you happy & I will do my level best to do it for you. Warmest Regards, [redacted] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ A claim form has not been received to process any claims. One has been sent & I will send another. I am sorry after our hard work and my attempts to mitigate the customer's dissatisfaction that we have not been able to put this to rest. When I explain why it took 17 minutes to get anything on the truck (because the furniture had to be padded & prepared) I am told that I am giving excuses. I have continually asked what is desired with no clear response. Regards, [redacted]
Yes, they have began to lay the sod and I did speak with [redacted]. They still have some more sod to lay which should occur this week and then this can be closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We informed the phone representative of the additional stop when we added the additional piece of furniture to be delivered. It's unfortunate that this company is "doubling-down" on misstatements. The number of stops was never a surprise.
Regards,
[redacted]
The detective assigned to the case was not available due to "serving a warrant at the time and all the Derby activities" and would be getting ahold of me after Derby. I was told this by Detective [redacted] on 5/3/16. The customer knows this to be true as she was also in communication with the police department. I was the person to initiate contact multiple times with the police department, to the point of asking the detective that called me back after my many messages to at least run my workers through pawn check so that if they had taken them, they may still be recovered. He agreed. That was on 5/03/16. Detective [redacted]l did not return my calls until 5/11/16. He stated he would be contacting the customer on the 11th or 12th. Once I had what I believed all the facts, I submitted to my insurance company. They needed further information, which I requested on 5/18/16 @ 9:26am via email. I continually emailed our customer with all the information I knew, as I knew it. Once the insurance company had all the documentation, including all the email correspondence between myself & the customer, the police report & investigation, bill of lading etc., they processed the claim. We have no part in the decision making process & based on our deductible we were responsible for the liability that was assigned to us. The explanation of the claim processing was sent from the insurance company to the customer on 5/31/16. That check was cut and sent on 6/15/16. All reporting and processing dates were within normal guidelines and standards. Again, as I have said numerous times, if I had 1 piece of evidence that we were responsible for this, I would reimburse our customer for her losses. To further my position, one of the workers was on her previous move and nothing was taken. Nothing weird or out of the ordinary occurred on this move.I am sorry that I do not have a different outcome at this time. Many times things that cannot be located initially after a move are located after. That is my sincere hope in this case.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[After a review of my personal cell phone records, Ms. [redacted] never personally returned my phone calls as requested. Emails delivered to her and the company's claim department generate a generic response by email. Please be advised that since the Revdex.com does not handle robbery and/or theft complaints that this claim focuses on the refusal of Ms. [redacted] to share insurance information with the claimant. However, since Ms. [redacted] brought up the theft in the response to her previous message I believe that I must provide additional information to her statement. Please be advised her own insurance company recommended that I could file a complaint with the Kentucky Department of Insurance. Ms. [redacted] acknowledged to the police officer that other movers had stolen items previously. Therefore, why doesn't her company mention purchasing insurance on the phone instead of in an email to better serve customers? Also, just because an item is not in the pawn system does not mean that it was not stolen. Ms. [redacted] did report to me that one of the movers previously moved me; however, she did not put in her statement that the same worker in collaboration with another refused to unhook hoses for a washer and dryer. My father left the apartment unattended to retrieve tools as they stated they would not unhook the washer and dryer. Also, the movers requested that my father go to the [redacted]io area and wipe down an outside chaise lounge because there was a spider web on it and the mover was afraid of spiders. I recognize the Revdex.com does not deal with complaints of theft; however, [redacted]'s Movers failed to meet the verbal agreement of unhooking hoses to the washer and dryer as their company representative reported they would when I arranged the move. ]
Regards,
[redacted]