New World Van Lines made an offer to Mr*** to cover repairs to his damaged hardwood floors He accepted the offer and the check was mailed on December 21, We apologize for the inconvenience and oversight to this damage prior the denial of this claimWe trust Mr*** has
received this check and is satisfied with the resolution
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nwvl.com
Mr. [redacted] filed a claim for a stated missing Bulova watch in the amount of $600. We counsel all our customers and make certain they are...
aware of what should not be and is not allowed to be moved by the carrier. Jewelry is among the items on the written list that is emailed to customers prior to all moves. For this reason, New World can not be held responsible for the loss and the reason for the denial on the claim. We were not made aware of the watch issue prior to receiving the claim form. Mr. [redacted]'s company and our account has been made aware of the claimed missing watch and our denial and understands the reasons behind the denial. We sympathize with Mr. [redacted] and regret his loss. Hopefully someday it will turn up in the least expected place.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The watch was stolen by one of their employees. All boxes have been unpacked and it is not there. Claiming that your company is not responsible for the actions of your employees is not an adequate response. I looked through my emails and have not found a written list from New World Van Lines of a written list that states that jewelry should not be moved by the moving company.
I was not made aware of any denial from New World Van Lines, two follow up emails were not acknowledged by the company. Police reports are in the process of being filed.
Final Business Response /* (4000, 9, 2015/07/15) */
Unfortunately, there is no proof that our crew packed the watch which should have never been made available for him to pack due to the written policy as previously indicated. Please see an excerpt from the "Important Information" letter that was electronically generated to our customer's email address. The fact that jewelry can not be transported is an industry-wide policy. As well, I am certain the customer has been counseled by his relocating company and his employer of the same.
IMPORTANT INFORMATION ABOUT YOUR MOVE
PLAN AHEAD:
Arrange for safe transportation of all irreplaceable items before our crew arrives. New World CANNOT move and is NOT LIABLE for:
Cash Important papers Coin and Stamp collections
Stocks and Bonds Jewelry Precious metals, stones
Financial Records
PERISHABLES AND HAZARDOUS MATERIALS:
Frozen foods, opened jars and perishable foods cannot be transported. (Canned goods, unopened jars, spices and any non-perishable foods will be packed.) Live plants are considered a perishable and should not be moved on the van. We cannot guarantee their survival and there will be no reimbursement on any loss.
We cannot take liability for the claimed missing watch.
We regret any damage or alleged missing items that was sustained during the [redacted] move. As per policy and the contract between Ms. [redacted] Relocation Company and New World Van Lines, the claim company is hired by Ms. [redacted] relocation company and valuation coverage is maintained through their...
insurance company. The coverage that is supplied is called Full Replacement Coverage which means that items can be repaired if repairable and if not repairable would be handled as per the settlement process in accordance to regulations. In this case, the [redacted] claim was just opened on December 23rd and it has been assigned to a repair vendor to inspect the damage and report back to the insurance company. The case has been assigned to a Claim Adjuster from the Insurance Company. New World has no jurisdiction over the settlement process contracted between the insurance company and the Relocation Company. The process has only just begun and Ms. [redacted] has been notified of the preliminary steps involved to resolve the claim including the contact information of the assigned Adjuster. I recommend that Ms. [redacted] work through the claim process with her adjuster and address any concerns or questions to the assigned party. Again, we regret the damages that incurred through the move and am certain that resolution will be made satisfactorily.
New World Van Lines made an offer to Mr*** to cover repairs to his damaged hardwood floors He accepted the offer and the check was mailed on December 21, We apologize for the inconvenience and oversight to this damage prior the denial of this claimWe trust Mr*** has
received this check and is satisfied with the resolution
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nwvl.com
Mr. [redacted] filed a claim for a stated missing Bulova watch in the amount of $600. We counsel all our customers and make certain they are...
aware of what should not be and is not allowed to be moved by the carrier. Jewelry is among the items on the written list that is emailed to customers prior to all moves. For this reason, New World can not be held responsible for the loss and the reason for the denial on the claim. We were not made aware of the watch issue prior to receiving the claim form. Mr. [redacted]'s company and our account has been made aware of the claimed missing watch and our denial and understands the reasons behind the denial. We sympathize with Mr. [redacted] and regret his loss. Hopefully someday it will turn up in the least expected place.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The watch was stolen by one of their employees. All boxes have been unpacked and it is not there. Claiming that your company is not responsible for the actions of your employees is not an adequate response. I looked through my emails and have not found a written list from New World Van Lines of a written list that states that jewelry should not be moved by the moving company.
I was not made aware of any denial from New World Van Lines, two follow up emails were not acknowledged by the company. Police reports are in the process of being filed.
Final Business Response /* (4000, 9, 2015/07/15) */
Unfortunately, there is no proof that our crew packed the watch which should have never been made available for him to pack due to the written policy as previously indicated. Please see an excerpt from the "Important Information" letter that was electronically generated to our customer's email address. The fact that jewelry can not be transported is an industry-wide policy. As well, I am certain the customer has been counseled by his relocating company and his employer of the same.
IMPORTANT INFORMATION ABOUT YOUR MOVE
PLAN AHEAD:
Arrange for safe transportation of all irreplaceable items before our crew arrives. New World CANNOT move and is NOT LIABLE for:
Cash Important papers Coin and Stamp collections
Stocks and Bonds Jewelry Precious metals, stones
Financial Records
PERISHABLES AND HAZARDOUS MATERIALS:
Frozen foods, opened jars and perishable foods cannot be transported. (Canned goods, unopened jars, spices and any non-perishable foods will be packed.) Live plants are considered a perishable and should not be moved on the van. We cannot guarantee their survival and there will be no reimbursement on any loss.
We cannot take liability for the claimed missing watch.
We regret any damage or alleged missing items that was sustained during the [redacted] move. As per policy and the contract between Ms. [redacted] Relocation Company and New World Van Lines, the claim company is hired by Ms. [redacted] relocation company and valuation coverage is maintained through their...
insurance company. The coverage that is supplied is called Full Replacement Coverage which means that items can be repaired if repairable and if not repairable would be handled as per the settlement process in accordance to regulations. In this case, the [redacted] claim was just opened on December 23rd and it has been assigned to a repair vendor to inspect the damage and report back to the insurance company. The case has been assigned to a Claim Adjuster from the Insurance Company. New World has no jurisdiction over the settlement process contracted between the insurance company and the Relocation Company. The process has only just begun and Ms. [redacted] has been notified of the preliminary steps involved to resolve the claim including the contact information of the assigned Adjuster. I recommend that Ms. [redacted] work through the claim process with her adjuster and address any concerns or questions to the assigned party. Again, we regret the damages that incurred through the move and am certain that resolution will be made satisfactorily.