My Guys Moving and Storage

Revdex.com:
I have
reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I want to see what their inspector says before I consider this resolved
Regards,*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
I was not aware I needed to do anything further when I accepted your offer on September 14, via the Revdex.com websiteI assumed your company got my response of acceptance to close this matter out
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the response from the business is unacceptable.As I previously stated in my complaint to the Revdex.com and in my complaint filed with the Maryland Office of the Attorney General, I was forced to initial and sign the document by the movers. Valuation coverage was never discussed with me. There is no way I could have reasonably known if all of my items were delivered. My apartment was filled to the ceiling with boxes which took days to unpack and determine what the actual damages were.As also previously stated, I have my own inventory list which shows several of my items are missing. My leather couch, glass tables, dresser and file cabinets were all packed by your movers and were all severely damaged.   I did not pack any of these items myself.Further, as previously stated, the wine glasses were packed in a special glass pack kit designed for moving this type of item (with dividers and special wrapping materials). The damaged picture was packed in a special mirror/picture box, wrapped in bubble wrap and filled with packing peanuts. I've provided your office with photographs of the damaged items and the packing materials.Again, all I am asking for is to be reimbursed for my actual damages.Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] I reject their response as all they did was send me the same exact letter that they sent us in March regarding our things. Still trying to get money out of us and still our things are broken and sit in Virginia. They didn't even take the time to type a new letter, that's how much they care. Please respond with what I do next. I really hope you drop their grade, this company robbed us. Thank you

The offer of $50 refund was our attempt to satisfy the customer complaint that she thought the guys spent to long getting furniture down a winding stair case.  We also asked that with her acceptance of the refund, that she would post on her on-line reviews that our moving company rectified the her complaint and that she would leave a positive review or remove the complaint.   NOT bribery -- CUSTOMER SERVICE!!!!

Mr. [redacted] I am sorry we have had so many issues with your
move. We failed to do our jobs properly and get the appropriate paperwork
signed. If we had we would be charging you the appropriate amount for services
rendered and you would have your belongings. We have had an internal discussion
and...

we will not let this happen again. Because of this error you got 5800# with
packing moved at a 4000# move only price. The price for your move should have
been $4308.66, you paid $1982.54. Again because we do not have the proper
paperwork there is no recourse for us on this loss; and since the paperwork was
not signed we have no obligation to deliver your overflow.So we have an overflow in our warehouse. Again since we have
no paperwork (read contract) we will not move the overflow. We are offering you
three solutions:1. have another mover come to our dock and they can get your
items. We will not charge anything to you for this realizing we are losing revenue
on pick up and storage fees.2. We will move the items back to your townhouse. Again we
will charge you nothing to do this. We will again absorb the loss of our pick
up and redelivery charges.3. We haul the items to you. In order to do this we will
need a signed contract before we move anything and we will need to be paid in
full before we start. Your cost for this is $1457.23. By doing this we will still
be losing $870 on your move, but to make this happen we are willing to take
this loss.I will be sure we have the proper systems in place so we do
not allow a move to occur without a signed contract. This is the second time
this has happened in 3 years. It will not happen again. We have lost $1738 so
far on your move (the difference between 4000# we estimated on the phone at the
5800# we actually moved.) My preference is to do no additional business with
you and have you get another mover to handle the rest of your belongings. All communication
from and to me must be in writing as I find another method to be too open
misinterpretation. Again, I apologize that we did not properly execute this
contract, but this is where we are. Please inform us as to your wishes and we
will handle it as quickly as we can.Dave T[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution Is fine. I will wait for the business to perform this action (credit my card $150) and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] move was completed over two days. The first day was dedicated to packing, and four men spent 7.25 hours packing boxes with [redacted] belongings. The second day was dedicated to moving her out of her origin home and into her destination home. The second day our guys spend 12.25 hours...

moving. A detailed bill of lading was completed which included all of the charges, and it was completed correctly - and therefore not changed when it underwent a routine audit after the move. A breakdown of charges are as follows, taken straight from the aforementioned bill of lading:Day 1 labor, 7.25 hrs at $149 per hour for 4 men - $1080.25Day 1 travel charge - $149Day 1 fuel surcharge - $35Packing materials - $785Day 2 labor, 12.25 hrs at $149 per hour - $1825.25Day 2 travel charge - $149Day 2 fuel surcharge - $35TOTAL - $4058.50Deposit - ($298)Balance due - $3760.50The balance due of $3760.50 was charged to [redacted] over two charges - the first representing day 1 for a total of $1751.25 and the second for day 2 of $2009.25.I am sorry that [redacted] believes the men wasted time packing her belongings with too great a care, but the fact that no claim was filed on this move speaks to the quality of our packers. We teach our men to take the exact amount of care with our customers' belongings that she witnessed for a reason, and that reason is that our customers judge our company and our employees on the care in handling they take. As for the time of the move, our men were out there working for 12.25 hours to move [redacted] and that is all she paid for. I do not feel willing at this time to discount this move as I have no reason to believe anything out-of-the-ordinary took place. Thank you.

[redacted] has made us aware of her concerns regarding her move with us and we totally understand where she is coming from. I believe this complaint is copied and pasted from an email she sent us a little while ago.
In an ideal world, two moves of the same amount of items, weight,...

cubic feet, number of rooms, etc. would take the exact same amount of time to complete. However, it is impossible to compare one move to the next, even when it is the same set of belongings. There are too many variables - the different carrying distances, the temperature, the crew, the truck, and so on - making each move unique. That is why we charge, on most of our local moves, by the hour. The final total is calculated based on how long it takes the guys to get to the customer's origin and finish up at the customer's destination. This allows flexibility for our customers in deciding what they want to move, if they want any extra stops - anything of that nature. In addition, any discussion we have with our customers after the fact regarding how long their move took begins with the times they signed for at the top of their bill of lading. We, the office staff, were not a part of their move and we can't speak to why their move took as long as it did, only that they initialed that our guys started moving them at this time and stopped at this other time and that the difference between those two times is what they paid for.
Specifically with regards to [redacted]'s complaints, we have had this discussion before. I do not need a detailed schedule two months after the move to tell me how long her move took. Three men were out there for six hours, from 8:30am to 2:30pm. These are the times that [redacted] initialed on her bill of lading. However, because of her valid concerns and the inconvenience she feels with her move, we offered her 10% off of her move, or $100. She feels this is insufficient to address her complaints, and while I understand why she feels this way, we cannot charge her the previous move's price for a completely separate move. Each move is individual in it's make-up, and each move is charged based on how long that move took, not how long a move 7 months previous took.
I'm sorry we are unable to come up with a number that is enough to satisfy her, but if the numerous emails sent back and forth were sufficient to arrive at that conclusion I'm not sure what more we can do here.

[redacted],
Attached is the BOL that you completed the day of the move.  For the valuation coverage you selected the $3.50 per pound with a $500 deductible, your initial claim to us was for $660.  I did not ask you to provide any proof for the valuation you claimed for each item and I did not refuse any part of your claim.  I sent you a check for $160 which would be the $660 minus the $500 Deductible
Subsequent to that you filed an "amended" claim for missing items.  On the day of the move you initialed the sections that 
1) Everything had been removed from you self storage unit and loaded on the truck, 
2) That everything had been delivered to your apartment
3) That you had inspected the truck and everything had been unloaded.  
Almost all the items in your self storage unit were packed by you - we did not have any idea of the contents of each box and you did not provide us with any type of inventory list for us to check off.  There is no proof that these items even existed and I will not pay you any additional money toward your claim.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Ms. [redacted],      First of all we apologize that there were issues with your move. As far as the claim process at My Guys Moving, by contract we have a maximum of 30 days to respond to your claim after it has been submitted within 7 days of your move. Both of these requirements...

have been fulfilled. In response to your complaint as per contact we give the customer two options. 1.) To have the item repaired by our company's designated furniture repair specialist or 2.) the customer can receive a cash or card deposit in the amount decided by the terms and conditions of the contract. When you signed the the insurance policy, it states that if your item does not go over the $500 deductible it is not covered via the 3.50 per pound coverage. Since our specialist only quoted the repair at $150.00 it is not covered; however, because as a local company we want to strive for the best customer service possible, [redacted] is willing to pay to repair your table or pay you the $150.00. Please let us know what you choose. If you feel that any of this information is incorrect we can provide pictures proving this information correct upon request.Respectfully,[redacted]Marketing ManagerMy Guys Moving Central Virginia

Based on the contractual agreement, provisions under which Ms. [redacted]'s move took place, she has Carrier’s Liability with a $500.00 deductible.   
The total customer...

 claim amount of $250.00, which falls within the customers $500.00 deductible.   However we like to handle all claims in keeping with our reputation as both fair and reputable.  Therefore, we would like to offer Ms. [redacted] $125 settlement.

Just want to say thank you to [redacted], they did my move on July 14. When they came in they introduced themselves first. They were very professional and worked well as a team to get the job done.

While our guys were performing [redacted]'s move, she asked them to move items in a way that they thought might cause damage to the items or her property. Because of this they had her sign a waiver, waiving them and My Guys Moving from liability in the event that damage did, in fact, occur. It did....

After the move, [redacted] returned a claim form to us, we sent out an inspector, and we accepted liability on the items claimed that were not previously waived. At this point we applied her $500 deductible (all of this is on her contract, which she received a copy of beforehand, she reviewed before the move began and received another copy of after the move) to the remaining damages. These remaining damages totaled $350, and we closed the claim.
We are sorry that damage occurred during the course of [redacted] move because we never want anything to be damaged. However, our guys are not superhuman and if they are asked to move an item or items in a manner they consider unsafe to the item or property we instruct them to tell the customer their concerns, and if the customer still wishes them to move the item in such a manner after having been warned, to get a waiver signed. Damage may very well occur. The risk at that point is on the customer.
Thank you.

Revdex.com:
I have reviewed the 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.
there is no offer  listed
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

The claim was settled in complete compliance with the terms and conditions included on the Bill Of Lading (BOL).  [redacted] claims he did not know about the $500.00 deductible but he initialed the block on the BOL that stated there was a $500 deductible.  In addition, most items were...

packed by owner (PBO), and as outlined in the BOL our liability for damage to these items is very limited.
Any claim for missing items must be made at time of delivery - [redacted] initialed the section that we had loaded everything from his storage unit and he initialed the sections that everything had been removed from the truck delivered.  More than a week after we completed the move he sent in an "amendment" to his claim stating he was missing items/box(s) and he wanted the value of the missing items added to his claim.  As most boxes were PBO we had no information on contents and as this was a local move from his storage unit there was not an inventory done so we had to rely on [redacted] that everything was picked up and everything was delivered.  There is no proof that these items even existed..

[redacted],
It took me a little while to find your paperwork because I didn't realize this was a move done in August of 2013. I am sorry to hear that you feel you experienced difficulties during your move. We have reviewed our policy with regards to tipping numerous times between...

last year and now and the crew chief of your move is no longer with us.
With regards to your claim I do see where you submitted it outside of the 7 days the contract allows, and that it was under the $[redacted] deductible that your contract included. However, I also see where in spite of those two disqualifying factors, and that you contracted for work to be done to repair the damage you claim occurred during your move (which our claim form specifically warns against doing) we offered you a settlement of [redacted], or $**. Unfortunately, it does not appear you ever responded to us either accepting or rejecting the settlement offer. This offer is still open, even though you are not specifically seeking a settlement.
The final communication I see between our company and yourself is a letter we sent to you on October 29, 2013.
Again, I am sorry for the inconvenience you experienced during your move but I want to ensure that we are on the same page as to what occurred. Thank you for your time and consideration.

The business called and said that he would be willing to speak with the customer directly to attempt to work with her about the inconvenience. No claim form has been received concerning any damages caused from the move.

Revdex.com:
I have reviewed the offer and/or 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. The main reason is the information they supplied you is invalid. They claim to be paying me for the damages, and have turned the lost items over to their insurance provider.. The information supplied to you is false.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]