Moovers of KC North, LLC

Per our conversation this is to be added to the comments of complaint #I had spoken with Kent, the partner in ownership, regarding this issueHe informed me that it was unreasonable the way his partner had handled the situationHe then made every effort to insure I was satisfied with a resolutionWe did agree upon a resolutionPeople like Kent are those who will keep customers happy and reassured of proper servicesThanks, [redacted]

I have just sent claim correspondence to Mr [redacted] that stated the following: Mr [redacted] ,I am responding to your Revdex.com claim I am new and taking over the claims processing here at Moovers I have reviewed all your claim information According to your contract (Section 11-13), the maximum liability for 100% loss of property would be $per pound This valuation coverage is the required federal industry standard Your table is not a total loss If I could get it awarded at 20%, the amount would be (lbs x 20% x $= $12), but I don't know that 20% will be accepted You have been offered earlier an appearance allowance of $which we have a little wiggle room I can offer you the amount of $ I would have greater flexibility if you had purchased the replacement valuation coverage This option was listed on your original quote estimate, but it a mute point at this stage Can I send out a check to you?Sincerely, [redacted]

If you would please call [redacted] at ###-###-####, he is a reasonable guy He will be happy to refund some of your money He just wants to have a respectable conversation with you Thank youSincerely, [redacted]

We have been in communication with this customer and we believe we have come to a resolution

I have responded to Mr [redacted] 's claim with Moovers I have offered to pay for part of the repairs Sending him a check for $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I went with Moovers to move me, because I thought you were a reputable company, that you were insured and would handle any issues caused by your people That was my mistake I don’t remember talking about the additional coverage, but honestly don’t understand why I would need it I would assume if I had pieces that were worth 1000’s of 1000’s of dollars I would need additional coverage, like antiques or a Ming vase Not to repair a table that YOU damaged That is something that should be explained, that you won’t stand behind any damage your people create and that a customer should buy additional coverage because they will be out of luck if your people do any damage I have never asked for the table to be replaced, but wanted it repaired because it was blemish free prior to the move, and I know it was because it was just completed refinished a year earlier.Regards, Jason [redacted]

I sent a response to Ms***' claim as follows: Ms***:I am responding to your Revdex.com claimI am new and taking over the claims processing here at MooversI have reviewed all your claim informationAccording to your contract (Section 11-13), the maximum liability for 100% loss of
property would be $per poundThis valuation coverage is the required federal industry standardYour furniture items are not a total lossIf I could get it awarded at 10%, the amount would be (lbs x 10% x $= $15.18). I can process an appearance allowance of $which we have a little more wiggle room. I would have greater flexibility if you had purchased the replacement valuation coverageThis option was listed on your original quote estimate, but it a mute-point at this stageCan I send out a check to you next week?Sincerely, ***

Per our conversation this is to be added to the comments of complaint #12358602. I had spoken with Kent, the partner in ownership, regarding this issueHe informed me that it was unreasonable the way his partner had
handled the situationHe then made every effort to insure I was satisfied with a resolutionWe did agree upon a resolutionPeople like Kent are those who will keep customers happy and reassured of proper services. Thanks,*** ***

I just submitted a final proposal to the customer through the claims support website. Ms***,I submitted your claim. It was approved for a $appearance allowance plus $x 100% loss x lbson your hamper. The total award would be $62. This is the best I can do with the minimum valuation coverage. I can get a check in the mail this week. Sincerely,***

We have resolved this with the customer already. The customer is happy

I apologize. I was confusing the claim with another customer. I paid him $for the rail damage. The contract excludes "walls, floors, ceiling nicks" . We did do damage that should not have been done on the stair railings. That is why we only paid partial of the $100. It is quite to have nicks on walls and etc. The armoire was huge and was going through a degree turn with a low ceiling. I agree that they should have padded the railing to prevent damage there, but the walls and ceilings are not covered

If you would please call *** *** at ###-###-####, he is a reasonable guy. He will be happy to refund some of your money. He just wants to have a respectable conversation with you. Thank you. Sincerely,***

We completed a move for *** *** in Saint Louis, MO on June 15, Ms***’s move, beginning to end, took hours less a minute breakAll of this was documented on the contract and has been verified by GPS in addition to follconversations with the employees who
completed her move and the manager overseeing the StLouis operation Ms*** called us the day before her move after the previous moving company she selected “bailed” on her to use her wordsWe were able to adjust our schedule to accommodate her move, which in most cases, is very difficult to do on short notice but we were very happy to do soMs*** received an Estimated Quote from us and received an email which very clearly states it is an ‘Estimate’We have all documentation on this fileIn this industry, although we do have a very good track record of giving accurate quotes it is very difficult to give exact amounts as the specifics of every move are different (i.estairs, corners, distance of walk, positioning of truck & ramp, etc.)The length of time it took to complete Ms***’s move was not out of the ordinary but we of course looked into Ms***’s concernsOur Lead Driver on Ms***’s move called into the office after completing her move to say the customer has “short payed” her total bill of $by $claiming that her move was a “Guaranteed Price” moveAlthough Guaranteed Price moves are an option we provide our customers, Ms***’s move was quoted as an hourly move as documented via emails that were sent to her the day she booked her move (6/14) Our contract clearly states we have every right to pursue any amount owed upon completing our moving servicesThis includes charging the CCARD the balanceThis was completed on August 3, *** discussed her concerns in detail in a phone conversation that lasted just under one hourAll things were covered in this conversation including claims procedures, company policies, verified estimate emails that were sent to Ms***, GPS verified, follwith employees, etcWe also discussed Ms***’s perspective in detail many timesMs*** commented many times about being sick at the time of the move and then being hospitalized after her moveShe also commented many times that she was a disabled VeteranShe stated she believed our employees took more than minutes of breaksI asked her how much and she said they took minutesAt that time, even though the total cost of her move was indeed $781.25, we communicated we would give her the benefit of the doubt and refund an extra minutes which would get her to the break time of minutes which she suggestedIt was at that time she became belligerent, claiming that we take advantage of disabled Veterans and sick people, none of which is even remotely accurateThis conversation was at the very end of the business dayMs*** than proceeded to leave several threatening voicemail messages on our general mailbox that night, including contacting the Revdex.com Bottom line, Moovers provided a tangible service to Ms*** and she chose to not pay the entire balance. We were very willing to work with Ms*** as we would with all customers and we were even willing to give her the benefit of the doubt on her perceived break timesMs***; however, decided to angrily make inappropriate and inaccurate claims about our intentionsAlthough our offer of refunding extra minutes was pulled from consideration due to Ms***’s behavior, we would reconsider if Ms*** can carry herself in a more professional manner

My reply to the email sent on August from Moovers business is the following: If I was so beligerent then why would *** *** request to speak with me again? If he is so reasonable, then why is he not addressing the fact that he went back on his word to refund at least some of my money? If he felt like the rest of the balance was owed then why didn't anyone follow up with me? No one called or charged my card because they knew I had a valid complaint and was denied the opportunity to speak with a manager on the day of the move when the problems first presentedAs I stated before, I had one voicemail from *** who I made the reservation withI reached out to the company on August My card was not charged until I was on the phone with *** *** the following dayTowards the end of our conversation, he said that my card had already been chargedI said asked when did that occur? Then, he said that the computer "automatically tries to debit the card on file"As soon as I hung up, I called my bankIt had just been chargedI left a voicemail asking why my card had been charged in such a manner and did state that I would contact the Revdex.comThat is my right as a consumer, so how is that a threat? Name what you mean by "threatening messages"The following day, I recieved an email saying I would recieve a partial refundThat didnt happenHe said the reason he changed his mind was because I was beligerent? Then WHY on earth would he want to speak with me again? He said its why he went back on his word to credit a partial refund? However, as I stated beforeThere were no other communications from me after we got off the phone he was supposed to refund me at least partiallyAfter I left the voicemail, I recieved an email the next morning stating that I would be refundedHe was dishonest during our conversation as he is still being dishonestIf by my stating this, is viewed as being beligerent, then its best that I do not speak with *** *** over the phoneInstead, I think its best that we communicate through the Revdex.com so that there is accountability and oversite. So, again could you please address the issue of why the partial refund wasnt even honored after there was no other communication from me? Thank you,*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I have just sent claim correspondence to Mr. [redacted] that stated the following: Mr. [redacted],I am responding to your Revdex.com claim.  I am new and taking over the claims processing here at Moovers.  I have reviewed all your claim information.  According to your contract (Section...

11-13), the maximum liability for 100% loss of property would be $0.60 per pound.  This valuation coverage is the required federal industry standard.  Your table is not a total loss.  If I could get it awarded at 20%, the amount would be (100 lbs x 20% x $0.60 = $12), but I don't know that 20% will be accepted.  You have been offered earlier an appearance allowance of $25 which we have a little wiggle room.  I can offer you the amount of $35.  I would have greater flexibility if you had purchased the replacement valuation coverage.  This option was listed on your original quote estimate, but it a mute point at this stage.  Can I send out a check to you?Sincerely,[redacted]

My response is Moovers damage to my house cost me $100.00 to repair. A $60.00 is only a partial reimbursement. Where is the remaining $40.00?
Regards,
[redacted]

We have been in communication with this customer and we believe we have come to a resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reluctantly satisfactory to me.   
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...

response made by the business in reference to comp[redacted]nt ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I have responded to Mr. [redacted]'s claim with Moovers.  I have offered to pay for part of the repairs.  Sending him a check for $60.