Mountain Moving & Storage of Santa Fe, Inc.

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]There is a reasonable expectation that when a moving company is hired that they take a known and safe route to bring a shipment to its destination. Typical insurance coverage is based on that expectation. The decision by the driver/owner to take a road that she was warned about was unwise and given her experience, should have made her rethink her route. The shifting of the cargo while she was driving on this steep road with switchbacks was obviously the cause of the damageWe understood this to be the reason that she stated she would cover the cost of the repair when the shipment was delivered and damage observedShe did not mention any limitation based on weightIt is with this understanding that we paid the balance of our shipping chargeThe cost of repair includes the cost of delivery to the factory representatives where the repair is madeWhat they have offered is only a small portion of the costs to usWe feel, that under the circumstances, that they should be willing to negotiate a fair settlement

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]There is a reasonable expectation that when a moving company is hired that they take a known and safe route to bring a shipment to its destination. Typical insurance coverage is based on that expectation. The decision by the driver/owner to take a road that she was warned about was unwise and given her experience, should have made her rethink her route. The shifting of the cargo while she was driving on this steep road with switchbacks was obviously the cause of the damageWe understood this to be the reason that she stated she would cover the cost of the repair when the shipment was delivered and damage observedShe did not mention any limitation based on weightIt is with this understanding that we paid the balance of our shipping chargeThe cost of repair includes the cost of delivery to the factory representatives where the repair is madeWhat they have offered is only a small portion of the costs to usWe feel, that under the circumstances, that they should be willing to negotiate a fair settlement

I am sorry that the ***s were not satisfied with the resolution that we offered themA wrong turn was taken, but I was on paved roads the entire time and I was not traveling at a high rate of speed, or haphazardlyThe customer has a choice of what insurance coverage they would like and on separate occasions the signed for the cents per pound per article At the time of delivery I did not ever state that we would cover the entire cost of the repair for your claimI advised you that you only had cents per pound coverage (which the ***s are claiming that I did not due.) The terms of the per pound per article option are also on the signed Bill of LadingOn your claim form the ***s stated that the table weighed approximately lbsat the cents per pound per article option, the total amount due to them would have been $108.00, however we value all of our customers and their belongings, so to try and offset some of their expense we sent them a check for $200.00, which is almost double the amount that we are obligated to pay I have been driving for our company for over years and I have never had a damage claimI apologize again for the damage that occurred to your table, but nothing else was damaged, which could have happened had I been driving carelesslyThe road taken was paved and recommended by many people as well as MapQuestThe Cargo was tied in and never shiftedThe ***s are not being honest about me not telling them about the cents per pound per article option on their Bill of Lading. I feel that we were more than fair with our claim payment to settle the claim in fullPossibly had they had the repair done in their area, rather than sending it to Portland the $that we sent them would have covered more of the expenseThere were several antique stores in the area that could have helped facilitate the repair, rather than paying over $for transportation Again we are sorry that the ***s are not satisfied with the offer we made, but we will stand by our decisionAttached there are more documentsOne is showing the amount of Full Value protection that they could have purchased, and the other document is a copy of their signed Order for Service showing that they wrote in cents per pound per article.

This customer only had cents per pound insurance coverage. As you can see by the letter I sent to them that I paid them more than they were entitled to be paid. The repair was done for free and they wanted us to pay for the transportation to Portland and
back. I told them when I delivered their shipment that they only had cents per pound insurance coverage but they keep wanting me to pay the whole bill for the transportation which is not covered at all-just repairs. I am sorry that they had damage to their table. Paula F*

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered] The only person not being honest here is Paula F*. When she first arrived with our shipment she told us how she got lost, was running out of gas, and found a ranch where she was able to buy some gas. She proceeded to tell us about the warning from the rancher about the road ahead. She was obviously stressed by the experience and we felt sympathetic to what she had gone throughWe became upset during the unloading when it was discovered that our expensive Stickley dining table was severely cracked with a leg broken offWe were reassured by MsF* saying that she would take care of the repairPerhaps she only told us that so that we would give her a check for the second half of the delivery chargeWe could have withheld full payment while resolving the damage to our furniture, but we trusted her.Based on the severity of the table damage, we were not confident it could even be repairedWe contacted the closest Stickley representative and they indicated that they were not sure either, but they did have a master crafstsman who dealt in these tables and if anyone could repair it, he couldWe did ship the table to them and fortunately they were able to make the repair with minimal appearance of the crackingThe alternative would have been purchasing a new table, which would have been extremely costlyWe received no assistance from Mountain Moving in finding a location for the repair or in getting it done.We are sorry that Mountain Moving has been unwilling to work responsibly with us on this claimEven if they felt they were not justified in full payment, we expected a discussion to arrive at a settlementInstead they have resorted to distorting the facts and attempting to disparage usWe had only requested an equitable settlement. *

? ? This customer only had cents per pound insurance coverage.? As you can see by the letter I sent to them that I paid them more than they were entitled to be paid.? The? ? repair was done for free and they wanted us to pay for the transportation to Portland and
back.? I told them when I delivered their shipment that they only had cents per pound insurance coverage but they keep wanting me to pay the whole bill for the transportation which is not covered at all-just repairs.? I am sorry that they had? damage to their table.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Paula F*

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered] The only person not being honest here is Paula F[redacted].  When she first arrived with our shipment she told us how she got lost, was running out of gas, and found a ranch where she was able to buy some gas.  She proceeded to tell us about the warning from the rancher about the road ahead.  She was obviously stressed by the experience and we felt sympathetic to what she had gone through. We became upset during the unloading when it was discovered that our expensive Stickley dining table was severely cracked with a leg broken off. We were reassured by Ms. F[redacted] saying that she would take care of the repair. Perhaps she only told us that so that we would give her a check for the second half of the delivery charge. We could have withheld full payment while resolving the damage to our furniture, but we trusted her.Based on the severity of the table damage, we were not confident it could even be repaired. We contacted the closest Stickley representative and they indicated that they were not sure either, but they did have a master crafstsman who dealt in these tables and if anyone could repair it, he could. We did ship the table to them and fortunately they were able to make the repair with minimal appearance of the cracking. The alternative would have been purchasing a new table, which would have been extremely costly. We received no assistance from Mountain Moving in finding a location for the repair or in getting it done.We are sorry that Mountain Moving has been unwilling to work responsibly with us on this claim. Even if they felt they were not justified in full payment, we expected a discussion to arrive at a settlement. Instead they have resorted to distorting the facts and attempting to disparage us. We had only requested an equitable settlement. *

I am sorry that the [redacted]s were not satisfied with the resolution that we offered them. A wrong turn was taken, but I was on paved roads the entire time and I was not traveling at a high rate of speed, or haphazardly. The customer has a choice of what insurance coverage they would like and on 2 separate occasions the signed for the .60 cents per pound per article.      At the time of delivery I did not ever state that we would cover the entire cost of the repair for your claim. I advised you that you only had .60 cents per pound coverage (which the [redacted]s are claiming that I did not due.) The terms of the .60 per pound per article option are also on the signed Bill of Lading. On your claim form the [redacted]s stated that the table weighed approximately 180 lbs. at the .60 cents per pound per article option, the total amount due to them would have been $108.00, however we value all of our customers and their belongings, so to try and offset some of their expense we sent them a check for $200.00, which is almost double the amount that we are obligated to pay.      I have been driving for our company for over 22 years and I have never had a damage claim. I apologize again for the damage that occurred to your table, but nothing else was damaged, which could have happened had I been driving carelessly. The road taken was paved and recommended by many people as well as MapQuest. The Cargo was tied in and never shifted. The [redacted]s are not being honest about me not telling them about the .60 cents per pound per article option on their Bill of Lading.  I feel that we were more than fair with our claim payment to settle the claim in full. Possibly had they had the repair done in their area, rather than sending it to Portland the $200.00 that we sent them would have covered more of the expense. There were several antique stores in the area that could have helped facilitate the repair, rather than paying over $800.00 for transportation.      Again we are sorry that the [redacted]s are not satisfied with the offer we made, but we will stand by our decision. Attached there are 2 more documents. One is showing the amount of Full Value protection that they could have purchased, and the other document is a copy of their signed Order for Service showing that they wrote in .60 cents per pound per article.