Morgans Elite Transport Services, LLC

Ms***’s move was scheduled with a 1-hour arrival window from 9:AM – 10:AM While we make no excuses for not contacting her sooner regarding the delayed arrival, we cannot predict unfortunate events like getting the truck stuck in a muddy driveway With all the rain that the DFW has had in the last week, this was an unintentional and unavoidable event Ms [redacted] chose to cancel her move and there was no exchange of money or deposits required before hand Elite Movers still would have provided her services, despite the delay Although we admit fault for not contacting her sooner, we stand by the quality of our services and our ratings and review on sites such as Thumbtack.com speak for themselves Thank you, Thomas M***

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.
Regards,
*** ***

This complaint will be handled according to the terms of the contract *** *** signed She will not receive a full refund as she has requested The customer chose not to purchase additional transit insurance and her claim will be processed according to the Texas State law of released value liability $/ per article pound

Complaint: ***
I am rejecting this response because: I am completely dissatisfied with the level of customer service that I have been providedThe disclosure that was sent to me via email contradicts what I was told the day the item was damagedI understand that this company has procedures that it has to follow but the day my television was damaged I immediately called Elite Movers to explain the issue*** *** requested that I text him a picture of the TV along with the specifications and then preceded to tell me that he would send a check for the damageI asked him how much would the check be and he said that he was not sure but that it would be mailed to my home the following weekWhy is the owner of the company not following through with what he said? I waited until the following Friday to follow up via phone with *** and he said that everything was still being processed and that he sent the information to his insurance company and that the insurance company was handling the claimI asked for the insurance company's number and he said that he needed to look it up and he would call me backI did not receive a call backI attempeted to send a text message to follow up on March 10, but I recieved not responseI called to follow up on another occasion days later and by this time I am frustrated and confusedI called the office and *** answeredI asked him for information regarding my claim and he said that this process would take weeks I told him that I was tired of getting the run around and that I needed straight answers*** hung up while I was talking to him and refused to answer the phone when I called backWhat kind of respectable business owner dodges their clients? days after my television was damaged I received an email from the company requesting that I fill out a claim formBy this time I was skeptical as to whether filling out this form would yield any results so I took several days to think about itI cannot believe that I am experiencing this and for the inconvenience I am continuing to request a full refund($175) for the poor service I have received and the damage of my televisionNever during this process did I receive an apology, I was treated rudlely and I was not properly educated on what to expect during the claim processWhen I asked questions they were deflected with legal jargonI am not in the moving business and I did not understand what was happening during the process because of the contrasting statementsI've attached a screen shot of a text message conversation from Feb 22, where *** says that a check would be sent the following week.
Regards,
*** ***

Ms. [redacted]’s move was scheduled with a 1-hour arrival window from 9:00 AM – 10:00 AM.  While we make no excuses for not contacting her sooner regarding the delayed arrival, we cannot predict unfortunate events like getting the truck stuck in a muddy driveway.  With all the rain that the DFW...

has had in the last week, this was an unintentional and unavoidable event.  Ms. [redacted] chose to cancel her move and there was no exchange of money or deposits required before hand.  Elite Movers still would have provided her services, despite the delay.  Although we admit fault for not contacting her sooner, we stand by the quality of our services and our ratings and review on sites such as Thumbtack.com speak for themselves.   Thank you, Thomas M[redacted]

To Whom It May Concern: Mr. [redacted] hired Elite Movers to complete a move for him on November 7, 2015 after a walk-through and quote was provided to him on October 6, 2015.  He called on the morning of November 9th, 2015 at 9:57 AM and left a voicemail praising the moving team for such a...

great job and also stated that there was some damage to some pegs on a hutch, but that is was “no big huge problem.”  We still have this AT&T Voicemail transcript and email recording.  The scheduler called him back that same morning and he again informed her of what a wonderful job the moving team did and even wanted to know of an address that he could send a “tip” to because his father had paid for the move via credit card and he was unable to place a tip on the bill.  He again mentioned the wooden dowel-like pegs that had snapped off the bottom of a hutch piece that sits on the top of a desk-table base.  The scheduler informed him of our claims process and requested that he send a picture of the damage to our email and a summary of what happened as soon as he could within the next week so that an Elite Movers representative could come out to his residence to initiate the claim process.  It was at this point that our scheduler informed Mr. [redacted] of the damage claim and he said that he was aware of the broken pegs but that we did not disassemble this hutch and the customer already had loosened the pegs and had the hutch sitting to the side when the moving team arrived. Nonetheless, this was the only alleged damage complaint that Mr. [redacted] made to the scheduler during the voicemail and actual phone conversation with our scheduler on November 9, 2015. Surprisingly, Elite Movers did not hear back from Mr. [redacted] until almost two months later on December 30th, 2015 at 12:15 pm when he finally did email the pictures and summary that was initially requested of him back on November 9th, 2015.   The email contained several pictures of various pieces of furniture that had scratches and blemishes, including pictures of the hutch with the broken pegs.  When this email was reported to Mr. [redacted] (company owner), he immediately said to turn it over to insurance for an investigation, mainly because a large amount of time had lapsed already from the time the customer first reported the damage regarding the pegs to the day he finally submitted the pictures and summary of alleged damage of other multiple pieces (almost 2 months). Furthermore, Mr. [redacted] already knew that many items already had pre-existing damage at the time of move because Mr. [redacted] informed Mr. [redacted] during the initial walk-through conducted prior to his move on 10/06/15 that during his last relocation move some time ago the company that he hired had mishandled several pieces of his heavy furniture and caused damage.  Consequently and according to our company protocol, during Mr. [redacted]’s move on 11/7/15 that Elite Mover’s facilitated, Mr. [redacted] and the team pointed out several scratches and blemishes on various furniture pieces to Mr. [redacted] as they were shrink wrapping and furniture padding the items prior to loading.  It is protocol to report any prior visible damage directly to the customer at the time of the move while furniture is being prepared for loading to limit the liability of the company for claims submitted after the fact for pre-existing damage, especially because of his prior statements regarding the previous moving company’s negligence. Elite Movers filed the claim with our insurance company and this started the claims process.  Accordingly, an investigation was initiated by an assigned independent insurance adjuster.  Mr. [redacted] signed a contract with Elite Movers for released value protection on the day of his move, which is required of all household movers in the state of Texas to include as part of the moving rate.  The law states that released value insurance is $0.60 / lb. liability.  Full valuation insurance is available to customers through independent and unaffiliated insurance companies.  However, Elite Movers does not broker full valuation moving insurance and is not required to do so under the law.  This signed contract, supporting documents, pictures, and even AT&T Voicemail email transcripts were turned over to the insurance adjuster that was assigned to Mr. [redacted]’s claim.  After she began her investigation, we were contacted repeatedly concerning statements that Mr. [redacted] had made to the adjuster that were inconsistent with the documentation that we provided as well as his own statements he had made to her in previous conversations, which were all recorded. At one point, he told the adjuster that Mr. [redacted] was not on the move that day with the team – when in fact he was!  He also made a misrepresenting statement that there were 5 moving trucks present at his move! This was absurd and false as the company does not even own five moving trucks. This was just one of the multiple seemingly false statements about the entire move.  At one point, he even had said that none of his items were shrink wrapped.  The insurance adjuster became very skeptical of the claim at this point because Mr. [redacted] was present on Mr. [redacted]’s move that day because he wanted to get some updated pictures of one of the moving teams at work for our website!  By coincidence, these pictures proved to be very beneficial to the claim.  We provided all of these pictures to the insurance adjuster of Mr. [redacted]’s move showing the shrink-wrapped / blanket protected furniture being taken down the stairs from his 2nd floor apartment in Dallas. By this time after being informed about the multiple inconsistent statements, Mr. [redacted] did call Mr. [redacted] to discuss the false misrepresentations of Elite Movers to the insurance adjuster.  This call was made to him after we had received an email from the adjuster on January 13, 2016 asking for Mr. [redacted] to call her yet again regarding some inconsistencies between Mr. [redacted]’s statements and our company’s documentation that we submitted.  The statement in this complaint filed with the Revdex.com that he claimed Mr. [redacted] stated to him during this phone conversation on January 13th, 2016 is also false.  In the complaint he cites the following: “He stated that he [Mr. [redacted]] "personally" knew of the damage to one of the pieces of furniture, a desk, because he had done it "personally himself.”  This is not at all what was told to Mr. [redacted] by Mr. [redacted], with even his office staff standing as witness to the phone conversation from our end because of all the misrepresentations Mr. [redacted] had already made to the insurance company and because we were actively involved in a claim with the customer. He was in fact told that he [Mr. [redacted]] knew personally that the pegs on the hutch were snapped because it was noted on the day of the move and that at this point he was not sure who did the damage because the hutch was already loosened and set aside from the top of the desk piece prior to the moving team’s arrival.  This statement was not an admission of liability nor a denial of liability regarding the damage to the wood dowel pegs. After the insurance adjuster did her investigation of the claim, which took over a month, it was denied.  Overall, if Mr. [redacted] had complied with providing the pictures and summary of his broken peg damage within the next week as initially requested of him by our company on November 8th, 2015, our company could have set up an appointment with him to come out to his new residence to view this alleged damage in a timely manner without months in between the first report to the time we actually received his pictures and email summary.  This request that was made to him on November 8, 2015 was before the insurance company was ever involved. A lot can happen during a 2 month timespan.  This is not to say that the claimant is lying about the scratches and blemishes on these other multiple furniture pieces.  However, it was not the result of negligence on behalf of Elite Movers and was pre-existing as noted during the walk-through and during the loading process. Elite Movers will not assume liability for damage caused on a prior move by another company.  It was also never stated whether Mr. [redacted] ever filed claim against this prior moving company for the damage that they allegedly had done.  As far as the liability of Elite Movers is concerned, the only damage that was noted to possibly have occurred on the actual date of the move was to the wooden dowel pegs of the hutch.  Again, this hutch piece was already loosened and set aside from the desk / table piece by the customer at the time the movers arrived.  We would gladly have replaced his wood pegs for this hutch, even though it could not truly be determined which party was culpable for this damage.