Moody Moving & Storage

We have arranged to have Mr [redacted] sofa picked up Wednesday, February

Response to complaint:All local moves have the same level of cargo coverage The coverage is what we call the Standard Liability which is $per pound per article with a maximum of $per shipment The message that [redacted] was trying to communicate to the Customer was that a higher level of coverage could be purchased as per the Bill of Lading Oddly enough, Customer failed to sign the Bill of Lading but all of the other documents were signed as per the attached file shows.The level of coverage was based on $30,minimum for the shipment; zero deductible $ $deductible $ $deductible $ The Standard Liability coverage is at no cost.The damage based on the picture of the sofa I have examined appears to be very minor The combination of a relatively new sofa (2014) and only minor damage the estimated repair cost should be around $100-$at the most If the Customer had purchased the higher level of coverage at the zero deductible they still are better off with our Standard Liability check and the fact that they did not spend the additional monies for the higher level of coverageThe best would have been NO damage at all for the both of us.I will be glad to offer an additional $to help resolve the matter.***

Please see the attached file which are copies of the letter and check that I have mailed to the ***s plus the repair Estimate.The settlement is based on the proper procedure and a reasonable amount based on the liability of the shipment. As you can see from the repair Estimate it will not take $5700 for the sofa repairs and the furniture repair costs are high based on my experience. They could take the money and shop around for a better price.In summary, we do not accept any liability for the entire sofa set. Movers do not damage sets at a time. I have allowed the RVNX amounts for the sofa in order to raise the amount of money being sent and in addition I have added $80.00. When you add the Full coverage at a zero deductible of $326.00 to the amount that I have sent it amounts to $576.00 which is more than enough to cover the furniture damages based on the repair estimate. And, I have mentioned several times, there would probably be no coverage for the entire sofa set from the insurance carrier due to lack of transit damage. Consequently, they are not harmed that much. Aggravated, yes!***

I have reviewed the response offer 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 Yes, I did get that email and responded that I would be available for them to pick the sofa up on Monday, Janor Tuesday, Jan No-one ever responded nor did they come to pick up the sofa I work night shift and I was off those days so I was here and available I am not happy with any of this anymore Since they know what it is going to cost, then they just need to send me a check for the larger amount of and be done with this issue Frankly, I am tired of dealing with it If they don't want to send the check for the larger amount, please have them set up a time to come and get the sofa at MY convenience and have it fixed I just hope it is worth all the hassle they are creating for themselvesI will be available Feb8th and 9th if they will contact me with a time This issue must be resolved in the next days or I feel that I will have to take further action Regards, [redacted] ***

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] ***

I have reviewed the response offer 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.The estimate that I received to replace the leather on the damaged pieces was over $since leather has to come from the same dye lots The price according to the internet just to purchase mahogany legs for my desk where the legs were splintered was over $ I will be returning your $check as this is unacceptable Regards, [redacted] *** [redacted] ***

I have reviewed the response offer 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 only purchased the minimum insurance on this and the previous move, but at no time were we ever informed that we needed additional insurance to cover the movers negligence We were verbally told by Brian Moody that all of our furniture would be properly wrapped and properly packed onto the truck [redacted] Moody has not disputed this fact: the furniture was supposed to be wrapped with blankets and plastic wrap The leather furniture was removed from the truck with neither blankets or plastic wrap and had been placed against the sharp metal sides of the truck The damage to the leather is not in the places where you sit or place your arm The before photos show no damage The leather furniture was placed into the loft that had no overhead light and the lamps were not in place On a cloudy day the damage was not observed The employees were not forthcoming concerning the damage and rushed us through the walk through and the only damaged reported to us was the desk because it was obvious as it was removed from the truck in pieces The leg to the Duncan Phyfe table was placed into the drawer and it was placed at an angle to make it not noticeable at first glance Before and during the walk through we were told that MrMoody would take care of this just file a claim on Monday which we did I have before and after photos showing that the leather furniture was not old and stressed but that it received all of the damage during the transit We paid to move our premium leather furniture because it looked new If it had been worn we would have left it on the curb The entire set of leather furniture was damaged because all pieces were not wrapped with blankets, were not wrapped with plastic and were placed unprotected against the sharp metal sides of the truck Regards, [redacted] and [redacted] ***

Review: I hired this company to move furniture. A sofa was damaged and they said they would send someone to repair the item. Then they mailed a check for $66 dollars to cover the sofa and another item. When I called and complained they said it was my fault for not taking out insurance, which they never offered. I just want the sofa repaired as they told me it would be.

On the day of the move one of the movers said the sofa would be repaired and then when I took the paperwork to the office and spoke with the woman working there I told her we wanted the sofa repaired. She said OK. I just want them to live up to their word.Desired Settlement: Repair of sofa

Business

Response:

Response to complaint:All local moves have the same level of cargo coverage. The coverage is what we call the Standard Liability which is $.60 per pound per article with a maximum of $250 per shipment. The message that [redacted] was trying to communicate to the Customer was that a higher level of coverage could be purchased as per the Bill of Lading. Oddly enough, Customer failed to sign the Bill of Lading but all of the other documents were signed as per the attached file shows.The level of coverage was based on $30,000 minimum for the shipment; zero deductible $326.00 $250 deductible $224.00 $500 deductible $203.00. The Standard Liability coverage is at no cost.The damage based on the picture of the sofa I have examined appears to be very minor. The combination of a relatively new sofa (2014) and only minor damage the estimated repair cost should be around $100-$250 at the most. If the Customer had purchased the higher level of coverage at the zero deductible they still are better off with our Standard Liability check and the fact that they did not spend the additional monies for the higher level of coverage. The best would have been NO damage at all for the both of us.I will be glad to offer an additional $50.00 to help resolve the matter.[redacted]

Consumer

Response:

I have reviewed the response offer 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.

They admit that the settlement may not pay for the repair. We just want the repair to be made as they said they would. At no point have they denied what they said.

Regards,

Business

Response:

I have spoken with [redacted] concerning the repair of the sofa arm. He indicated that the estimated repair cost would be between $75.00 and $120.00. We will need to load it from your residence and take the sofa to him for the actual repair work. You will be without the sofa for two (2) days minimum.Please let us know a window that we could schedule the pickup.Thanks.Sincerely,[redacted]

Consumer

Response:

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.The sofa can be picked up on Monday, Jan 11th or Tuesday, Jan. 12th as these dates work best for me. Please give us ample notice of this pick up and then would appreciate updates of when it would be returned.

Regards,

Consumer

Response:

I have reviewed the response offer 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.

Yes, I did get that email and responded that I would be available for them to pick the sofa up on Monday, Jan.11 or Tuesday, Jan. 12. No-one ever responded nor did they come to pick up the sofa. I work night shift and I was off those days so I was here and available. I am not happy with any of this anymore. Since they know what it is going to cost, then they just need to send me a check for the larger amount of 120.00 and be done with this issue. Frankly, I am tired of dealing with it. If they don't want to send the check for the larger amount, please have them set up a time to come and get the sofa at MY convenience and have it fixed. I just hope it is worth all the hassle they are creating for themselves. I will be available Feb. 8th and 9th if they will contact me with a time. This issue must be resolved in the next 30 days or I feel that I will have to take further action.

Regards,

Business

Response:

We have arranged to have Mr. [redacted] sofa picked up Wednesday, February 17.

Consumer

Response:

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,

Review: When Brian Moody came to our home at [redacted] to give an estimate to move our furniture to our home in [redacted] he indicated that their service included wrapping our leather and fabric upholstered furniture with blankets and then plastic wrap to protect them. The wooden furniture would also be wrapped with blankets to protect it. Upon arrival in ** it was observed all of the 3 leather pieces and the fabric sofa had all been placed on their side totally unwrapped and unprotected against the sharp metal of the truck sides. The leather is severely damaged. The mahogany queen anne desk had 2 of its legs totally fractured and they are not repairable, the duncan phyfe table leg was broken and placed in its drawer and not even mentioned. We were very upset but we were told to sign for the delivery and [redacted] had someone who repaired furniture and everything would be fixed. We took pictures of all the damage and filed the forms as requested. [redacted] Moody sent us a check for $169 with a letter stating that the photos of our ruined furniture was being used to train his movers. He said that we should have purchased full coverage insurance. We did not know that we needed to insure for the negligence of his untrained moving crew. The before photos of the furniture are on [redacted] and the damaged photos have been copied to [redacted] Moody. We returned the $169 check.Desired Settlement: The local verbal estimate from a reputable company for the Bradington-Young sofa, ottoman and chair to be reupholstered with the same grade 5 leather is over $7,000 because dyed leather lots cannot be matched. [redacted] discounted estimate for a Bradington-Young 3 piece leather set is $5,284. The legs of the desk can be replaced or the desk can be replaced for approx. $350. I am requesting replacement value as it is less expensive. I am requesting replacement value of $5,634.

Business

Response:

The original settlement for the [redacted] claim was based on the level of cargo protection they chose and is confirmed on the Bill of Lading (please attached). They chose the Standard Liability which is based on $.60 per pound per article. They could have purchased Full Value coverage at the costs shown on the Bill of Lading based on a deductible.I honored all of their claimed items using the Standard Liability. The damages shown for the sofa, ottoman, and the chair are not transit related damages. The broken legs are transit related. Now, the sofa set is over 17 years old and probably is only worth $500 at best. I feel that is extremely unreasonable for them to expect anyone to honor a claim for $5700 for such an old set. We have Customers that many times give away sets similar to the Crews since they do not have room it at their new home.I will be happy to offer them $250 to settle the claim. The only liability we have is for the furniture. Even if they would have purchased the Full Value Coverage, the insurance company would have probably denied the claim for the sofa set since the damage is mostly from 17 years of use.Please let me know how to proceed from here.Thanks.[redacted]

Business

Response:

The original settlement for the [redacted] claim was based on the level of cargo protection they chose and is confirmed on the Bill of Lading (please attached). They chose the Standard Liability which is based on $.60 per pound per article. They could have purchased Full Value coverage at the costs shown on the Bill of Lading based on a deductible.I honored all of their claimed items using the Standard Liability. The damages shown for the sofa, ottoman, and the chair are not transit related damages. The broken legs are transit related. Now, the sofa set is over 17 years old and probably is only worth $500 at best. I feel that is extremely unreasonable for them to expect anyone to honor a claim for $5700 for such an old set. We have Customers that many times give away sets similar to the Crews since they do not have room it at their new home.I will be happy to offer them $250 to settle the claim. The only liability we have is for the furniture. Even if they would have purchased the Full Value Coverage, the insurance company would have probably denied the claim for the sofa set since the damage is mostly from 17 years of use.Please let me know how to proceed from here.Thanks.[redacted]

Consumer

Response:

I have reviewed the response offer 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.

Bradington-Young grade 5 leather is high quality furniture that you hire and pay professional movers to wrap in blankets and plastic and transport to your new home. It is beautiful leather that can be used for decades and at this price not the cheap disposable furniture that Mr, Moody is familiar with. The before move realtor photos of my home used to market it on the internet shows the leather set to be in mint condition. It was on the terrace level and seldom used. The after photos shows that the damage occurred to the unwrapped leather placed against the metal sides of the truck. We watched the damaged unwrapped leather furniture being removed from the truck. Brian Moody said that it was standard to wrap the furniture. This was not done. I applaud Mr. Moody for using the photos of my ruined furniture for crew training as he stated in his letter to us. He is responsible for the negligence and his crew's lack of training. Mr.[redacted] whom Mr. Moody had look at my furniture in February said that this is better leather than he carries and that the color lot cannot be matched. All of the lots have to be the same. I am asking for nothing more than to have the nice furniture in my home that I had before Moody Movers and Storage ruined it. If Mr. Moody prefers to have a local upholstery professional order grade 5 leather and re-upholstery the set for the $7,000 that I was quoted I am amenable. Re-upholster or replace is his choice. I also want my desk repaired with new legs or replaced as heavy boxes were placed upon it. Again negligence and a lack of crew training.

Regards,

Consumer

Response:

I have reviewed the response offer 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.

Bradington-Young grade 5 leather is high quality furniture that you hire and pay professional movers to wrap in blankets and plastic and transport to your new home. It is beautiful leather that can be used for decades and at this price not the cheap disposable furniture that Mr, Moody is familiar with. The before move realtor photos of my home used to market it on the internet shows the leather set to be in mint condition. It was on the terrace level and seldom used. The after photos shows that the damage occurred to the unwrapped leather placed against the metal sides of the truck. We watched the damaged unwrapped leather furniture being removed from the truck. Brian Moody said that it was standard to wrap the furniture. This was not done. I applaud Mr. Moody for using the photos of my ruined furniture for crew training as he stated in his letter to us. He is responsible for the negligence and his crew's lack of training. Mr.[redacted] whom Mr. Moody had look at my furniture in February said that this is better leather than he carries and that the color lot cannot be matched. All of the lots have to be the same. I am asking for nothing more than to have the nice furniture in my home that I had before Moody Movers and Storage ruined it. If Mr. Moody prefers to have a local upholstery professional order grade 5 leather and re-upholstery the set for the $7,000 that I was quoted I am amenable. Re-upholster or replace is his choice. I also want my desk repaired with new legs or replaced as heavy boxes were placed upon it. Again negligence and a lack of crew training.

Regards,

Business

Response:

Dear [redacted],I suppose I am to communicate through you. If not, please let me know.The claim will be settled based on the level of coverage chosen for the shipment. This is the [redacted]’s second shipment that they have used the Standard Liability. The other shipment was in March 2013. There were no damages then so this was not a problem. There were damages on this shipment and this is why we are where we are…Please see the attached file for the paperwork trail. I have highlighted in red the areas that need to be discussed.1. They did not purchase additional coverage at a cost of $486 for a zero deductible2. They signed on the Bill of Lading for the Standard Liability coverage3. The sofa set was not listed on the Walk Through form at the time of delivery, only the desk.4. The inventory shows that there was Some Damage to the items which is confirmed by a signatureAll these steps are important because they were used to settle their claim. It is truly unfortunate that there were damages on this shipment for them and us. I am a second generation mover and I have damaged items over my career. It is true that anytime there is damage it is from a mistake. They probably had close to 200 items on their shipment and you can see that most of them were delivered without a problem. We try very hard to avoid damages but it just happens. Like a lot of other situations in life.The procedure is in place and it was used to settle their claim. I do not know what to do next since the proper procedure has been used.If they are looking for Full Coverage benefits they should have purchased the coverage at a zero deductible which would have costed $486.00. They didn’t. Their loss is based on the level of coverage they chose and no less. But, as I stated before, the insurance company would see the same damage as I have in the pictures of the sofa set and concluded that most of the damage if not all would be due to 17 years of use. Normally if we damage something it is like the desk where the damage is severe and new. Most of the damage shown on the sofa looks old and from stress on the fabric/leather/vinyl. There are no new or fresh tears or rips which would be from transit damage.Somehow, in our industry we have a problem where are supposed to load a used item and deliver it new. How can we be responsible for more than the item was worth before we loaded it. A two (2) decade old sofa set would only have a minimal value. Furthermore, we do not damage sets at a time. Please let me know what to do next.Thanks.[redacted]

Business

Response:

Dear [redacted],I suppose I am to communicate through you. If not, please let me know.The claim will be settled based on the level of coverage chosen for the shipment. This is the [redacted]’s second shipment that they have used the Standard Liability. The other shipment was in March 2013. There were no damages then so this was not a problem. There were damages on this shipment and this is why we are where we are…Please see the attached file for the paperwork trail. I have highlighted in red the areas that need to be discussed.1. They did not purchase additional coverage at a cost of $486 for a zero deductible2. They signed on the Bill of Lading for the Standard Liability coverage3. The sofa set was not listed on the Walk Through form at the time of delivery, only the desk.4. The inventory shows that there was Some Damage to the items which is confirmed by a signatureAll these steps are important because they were used to settle their claim. It is truly unfortunate that there were damages on this shipment for them and us. I am a second generation mover and I have damaged items over my career. It is true that anytime there is damage it is from a mistake. They probably had close to 200 items on their shipment and you can see that most of them were delivered without a problem. We try very hard to avoid damages but it just happens. Like a lot of other situations in life.The procedure is in place and it was used to settle their claim. I do not know what to do next since the proper procedure has been used.If they are looking for Full Coverage benefits they should have purchased the coverage at a zero deductible which would have costed $486.00. They didn’t. Their loss is based on the level of coverage they chose and no less. But, as I stated before, the insurance company would see the same damage as I have in the pictures of the sofa set and concluded that most of the damage if not all would be due to 17 years of use. Normally if we damage something it is like the desk where the damage is severe and new. Most of the damage shown on the sofa looks old and from stress on the fabric/leather/vinyl. There are no new or fresh tears or rips which would be from transit damage.Somehow, in our industry we have a problem where are supposed to load a used item and deliver it new. How can we be responsible for more than the item was worth before we loaded it. A two (2) decade old sofa set would only have a minimal value. Furthermore, we do not damage sets at a time. Please let me know what to do next.Thanks.[redacted]

Consumer

Response:

I have reviewed the response offer 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.

1. We only purchased the minimum insurance on this and the previous move, but at no time were we ever informed that we needed additional insurance to cover the movers negligence. We were verbally told by Brian Moody that all of our furniture would be properly wrapped and properly packed onto the truck. [redacted] Moody has not disputed this fact: the furniture was supposed to be wrapped with blankets and plastic wrap. The leather furniture was removed from the truck with neither blankets or plastic wrap and had been placed against the sharp metal sides of the truck. The damage to the leather is not in the places where you sit or place your arm. The before photos show no damage. 2. The leather furniture was placed into the loft that had no overhead light and the lamps were not in place. On a cloudy day the damage was not observed. The employees were not forthcoming concerning the damage and rushed us through the walk through and the only damaged reported to us was the desk because it was obvious as it was removed from the truck in 3 pieces. The leg to the Duncan Phyfe table was placed into the drawer and it was placed at an angle to make it not noticeable at first glance. Before and during the walk through we were told that Mr. Moody would take care of this just file a claim on Monday which we did. 3. I have before and after photos showing that the leather furniture was not old and stressed but that it received all of the damage during the transit. 4. We paid to move our premium leather furniture because it looked new. If it had been worn we would have left it on the curb. 5. The entire set of leather furniture was damaged because all 3 pieces were not wrapped with blankets, were not wrapped with plastic and were placed unprotected against the sharp metal sides of the truck.

Regards,

[redacted] and [redacted]

Consumer

Response:

I have reviewed the response offer 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.

1. We only purchased the minimum insurance on this and the previous move, but at no time were we ever informed that we needed additional insurance to cover the movers negligence. We were verbally told by Brian Moody that all of our furniture would be properly wrapped and properly packed onto the truck. [redacted] Moody has not disputed this fact: the furniture was supposed to be wrapped with blankets and plastic wrap. The leather furniture was removed from the truck with neither blankets or plastic wrap and had been placed against the sharp metal sides of the truck. The damage to the leather is not in the places where you sit or place your arm. The before photos show no damage. 2. The leather furniture was placed into the loft that had no overhead light and the lamps were not in place. On a cloudy day the damage was not observed. The employees were not forthcoming concerning the damage and rushed us through the walk through and the only damaged reported to us was the desk because it was obvious as it was removed from the truck in 3 pieces. The leg to the Duncan Phyfe table was placed into the drawer and it was placed at an angle to make it not noticeable at first glance. Before and during the walk through we were told that Mr. Moody would take care of this just file a claim on Monday which we did. 3. I have before and after photos showing that the leather furniture was not old and stressed but that it received all of the damage during the transit. 4. We paid to move our premium leather furniture because it looked new. If it had been worn we would have left it on the curb. 5. The entire set of leather furniture was damaged because all 3 pieces were not wrapped with blankets, were not wrapped with plastic and were placed unprotected against the sharp metal sides of the truck.

Regards,

[redacted] and [redacted]

Business

Response:

Please see the attached file which are copies of the letter and check that I have mailed to the [redacted]s plus the repair Estimate.The settlement is based on the proper procedure and a reasonable amount based on the liability of the shipment. As you can see from the repair Estimate it will not take $5700 for the sofa repairs and the furniture repair costs are high based on my experience. They could take the money and shop around for a better price.In summary, we do not accept any liability for the entire sofa set. Movers do not damage sets at a time. I have allowed the RVNX amounts for the sofa in order to raise the amount of money being sent and in addition I have added $80.00. When you add the Full coverage at a zero deductible of $326.00 to the amount that I have sent it amounts to $576.00 which is more than enough to cover the furniture damages based on the repair estimate. And, I have mentioned several times, there would probably be no coverage for the entire sofa set from the insurance carrier due to lack of transit damage. Consequently, they are not harmed that much. Aggravated, yes![redacted]

Business

Response:

Please see the attached file which are copies of the letter and check that I have mailed to the [redacted]s plus the repair Estimate.The settlement is based on the proper procedure and a reasonable amount based on the liability of the shipment. As you can see from the repair Estimate it will not take $5700 for the sofa repairs and the furniture repair costs are high based on my experience. They could take the money and shop around for a better price.In summary, we do not accept any liability for the entire sofa set. Movers do not damage sets at a time. I have allowed the RVNX amounts for the sofa in order to raise the amount of money being sent and in addition I have added $80.00. When you add the Full coverage at a zero deductible of $326.00 to the amount that I have sent it amounts to $576.00 which is more than enough to cover the furniture damages based on the repair estimate. And, I have mentioned several times, there would probably be no coverage for the entire sofa set from the insurance carrier due to lack of transit damage. Consequently, they are not harmed that much. Aggravated, yes![redacted]

Consumer

Response:

I have reviewed the response offer 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.The estimate that I received to replace the leather on the damaged pieces was over $7000 since leather has to come from the same dye lots. The price according to the internet just to purchase 2 mahogany legs for my desk where the legs were splintered was over $300. I will be returning your $250 check as this is unacceptable.

Regards,

Consumer

Response:

I have reviewed the response offer 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.The estimate that I received to replace the leather on the damaged pieces was over $7000 since leather has to come from the same dye lots. The price according to the internet just to purchase 2 mahogany legs for my desk where the legs were splintered was over $300. I will be returning your $250 check as this is unacceptable.

Regards,