The customer paid $less than the estimated priceThey were given a 10% discount off of the line-haul on the first part of their move and their household items that did not fit into their new home were stored in our warehouse for less than $when they should have paid $for
warehouse handling and storageThe customer’s household goods were delivered to residence on Wednesday, August 10. Many items were stored in the customer’s garage as there was not enough room in the new homeItems that did not fit in the home or garage were brought back to our warehouse for storageA request for storage access was received via email on Friday, August 12. The customer was then scheduled to access the stored goods on Tuesday, August 16. On Wednesday, August the customer requested to schedule a date for the stored items to be delivered into a self-storage unit. Such items were delivered on Tuesday, August The customer had filed a claim and the claims department has been in contact with the customer. On October 6, a settlement proposal was sent to the customer which they declined to accept and did not return the release within the scheduled timeframeThe claim should be closed, however, after further review, there was one item not included on the settlement thus a new claim settlement proposal has been sent to the customer. The customer has until November 28, The customer can then use the settlement to repair the allowable claimed itemsBased on the inventory sheets signed by the customer, the missing items she notes are not indicated on the inventory sheets and therefore are not an allowable claim
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response from O'Brien's just confirms what a mess it was (is) to deal with
this company. I don't know *** ***. I've never spoken with her,
but she clearly did not read any of my correspondence thoroughly. I have
clearly stated, more than once, that I do not want, nor do I expect any money
back from this company. There was no request for reimbursement as part of
my letter to the Revdex.com. From the original
complaint:
Desired Settlement: No settlement requested - for
Revdex.com information only
I simply want the Revdex.com to be aware of this issue,
because any sucker like me could go to their website and see all star reviews
(not surprisingly, my review was not posted). Again, as I stated
previously, the gap in time of the event and me writing to the Revdex.com was mainly
because I still felt deeply cheated and angry about the situation and I had a
brand new baby to care for very soon after the move. In short, I had
understandably more important things to worry about at the time. The
delay does not change the facts, nor the wrong that was done, nor the
consistently terrible service.
*** is wrong, period. I was there, my husband was there, **
*** was not and the basic fact can't be changed just because he says so
(there was ONE moving truck from O'Brien's).
I just want to reiterate that the amount we paid was in excess of our actual
estimate, we were not given a discount in actuality because we were
charged an overage to the original estimate, which was then removed to show
that they were giving us a discount. There was no reimbursement for our
excess cost (the truck) that remains (in our minds) O'Brien's
responsibility (though again, not asking for money at this point). We paid the full amount of the estimate without ever
having the work completed
That is the entire point we paid the FULL amount for a job that was NEVER
COMPLETED. I don't understand how this could be an acceptable way
to run a business and other consumers should beware
Again, not about $150, it's about the principle
Because I haven't requested anything, I don't need another response from
O'Briens reiterating that they did nothing wrong. We'll agree
to disagree and my complaint will be on record with the Revdex.com, which was the
goal.Thank you,
*** ***
***,
This letter is in response to a complaint issued against O'Brien's Moving and StorageWe moved *** *** on 2/3/16. We have in fact moved her several times before as she has stated, and yes this time did take longer than previous movesThe movers she had on her job
have been here for a quite a while and are very skilled and knowledgeableI can not however make excuses for them as to why they would be complaining about how large and heavy her furniture wasMaybe they were just having a bad dayMoving furniture is not an easy job to doIt is very labor intensive and physically demanding on a daily basis. I am sorry that her move did not go as smoothly as expected. And we certainly would never intentionally over charge a customerCustomer's are billed on actual time for a local moveShe was given an estimate for $The actual cost came to $1112.86, $over her esitmateOur sales team tries to be as acurate as possible when costing moves. sometimes we can have unforseen circumstances that may arise during the course of a move. As a good will gesture we will refund *** $which is how much the move went over her estimate.Sincerely,
Aurora * A***
Office/Accounting Manager
O'Brien's Moving & Storage
Obrien’s Moving and storage process his claim base on the information provided by the customer on his claim form and what was written on the inventories. The customer clearly wrote on his claim form the description;” contents unknown”The unchecked off items described on the inventories were
listed as totes and packed by ownerThe customer, even after the fact on his complaint is still vague on the contents and value of what may be in the missing totes. We believe we processed this claim in good faith with what information was available.Obrien’s Moving and Storage cannot be expected to assign values to unknown and undocumented items
In response to the complaint filed against O'brien's, - Our Salesman went out and did an estimate which included an inventory of all of the items the shipper showed him as what was to be rmovedOn the day of the move two trucks were sent out, one was a straight truck which was more than large
enough to move the amount of items that were estimated and the other vehicle was a cube van solely for the purpose of transporting personnelThe customer added many more items well outside and above of what was shown to the salesman as there were many items moved that were not listed on the inventory the salesman had done at the time of the estimateNot only did our crew fill the large turck, but they also filled the smaller truckThe customer did send me pictures of what was left behind in the garage and the majority of what was left were items that were not packed or were flammable/combustible/corrosive containers which we cannot legally move.We could not send someone until the following week because it was our peak season and every truck and man was dedicated to do other jobsWhen the shipper insisted she wanted to be reimbursed $for renting a truck to move the remaining items themselves, I explained to her that not only were the majority of the remaing items things that we could not legally move, but had we been able to come back out, we would have had to charge her to do so, and that charge would have cost her far more than $rental fee she was asking for
That is how we left it and we had not hear anything else from this customer since June of
Thank you for your time*** ***
Claims Manager
O'Brien's Moving & Storage
###-###-#### ex ***
*** ***,
This is in response to the complaint filed against O'Brien's Moving & Storage. We moved *** *** on 3/26/and delivered her goods on 4/2/14. We were unaware of any damages after we completed the moveNothing was ever mentioned to our driver at the
delivery and nothing was noted on her paper work that *** *** signed the day of the deliveryOur driver Edward H*** has been with our compnay for upwards of yearsHe stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven. This was a interstate move which means that all claims must be processed with our corp. officeWe are an agent for *** Van Lines as such the claim was sent to them to handlePlease find attached to this letter all corespondence pertaining to this claimIf you read the documents attached you can see that most of her claims were declinedDue mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for. Based on what our driver has told us reguarding the move, we do agree with the response from our corp office*** *** was provided with information to pursue an arbitration program as an option to her claimAs of this date I am not aware if she in fact contacted that department or notThank you for your timeAurora * A***
Acoounting Manager
O'Brien's Moving and Storage
***,This letter is in response to the complaint issued against O'Brien's Moving & Storage. Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***, Michand also
pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damageThe customer chose to take the optional insurance on this move.She took $100,worth of coverageShe also had a choice to take a $dollar deductible, $or a $dollar deductibleshe choose the $option. This move is a out of state move, so any claims must be handled by our corporate office in Chicago, *** *** ***. I have attached all papers concerning this claim, and as you can see *** *** was paid for the damage to her move*** also sent out a repair firm to fix many items. *** denied some of her claims because those items were not mentioned at time of deliveryWe are sorry that *** ***'s move did not go as smoothly as we would have liked, but we did honor her claims and she has been paid for the damageThank you for your time if you need any further information on this move please contact me at 610-391-ex , or my email *** . Please let me know if the attachment does not open and I can send to you in an email. Sincerely,Aurora * A***Accounting ManagerO'Brien's Moving & Storage
[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 Administratively Resolved]Complaint: ***
I am rejecting this response because:
I'd like to assume that *** is thinking of a
different job that was performed by Obrien’s because his facts regarding our
job are incorrect. There was ONE truck that came to our house on loading
day. The driver and movers all sat in the front. This one truck
was loaded, in my opinion poorly so all the items didn't fit, which is the
crux of the complaint. After we were informed that they couldn't complete
the loading or get another truck out that day to finish the job, my husband and
I went to *** *** to rent a *** truck. That truck was loaded solely
by my husband for hours the night of 5/23/13. In addition to the ***
truck, both of our SUVs were packed to capacity with what was left
behind
***, our sales person, walked through our entire house including the basement
and attic. I specifically asked what would happen if the movers couldn't
fit all of our items on the truck, he said that the size of the truck was
"more than enough" to handle our move. I know what was in my
house, I know what was taken out before we moved and it is an outright lie to
say that we added anything above what was estimated, period A customer
should not be responsible for the incompetence of the loading or
estimate. We are not professional movers. We hired a moving company
and relied on their expertise when accepting the quote.
This complaint does not include any flammable/combustible/corrosive containers,
much of which we took care of in advance. We had no expectation of those
items being removed by Obrien’s and they made up a VERY small portion of our
total move. Many of these items were removed and
recycled long before our move dateThe truck we had to rent ourselves held
many more items that were not, in fact, illegal for Obrien’s to move, they just
ran out of roomI believe that this company makes it common practice to under
estimate a job in order to be hired and then tells the customer that they are
out of luck for any overflow (physically or monetarily) if they don't
except a supposed solution.
We had our move and settlement the same day. As explained, we could not
wait until the following week for Obrien’s to move the rest of our items.
The house no longer belonged to us by 9am on 5/24/13.
The price of our estimate was to cover a complete move. Obrien’s did not
complete the job, through no fault of the customer. This is not about
$150. It is about a company not doing the right thing to rectify a
problem
After the first few calls on the day of the move, all of our correspondence
with this company was via email. I wanted to make sure everything that
was said was in writing. The first email from our sales person was very
apologetic and gives a far more honest portrayal of what happened that
day. However, there was an implication that we were being difficult by
not accepting their "solution". There were too many items left
behind to have loaded and moved the morning of our settlement before 9am.
Obrien’s was being unrealistic (as they apparently were regarding our estimate)
and offered a "solution" that simply could not work. Because
they offered this "solution", which we told them was no solution at
all, they absolved themselves from further responsibility I have all of
the emails that were exchanged and I am happy to provide them to the Revdex.com for
review
Regards,
*** ***
***,
This letter is in response to the complaint issued against O'Brien's Moving & Storage. Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***,
Michand also pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damageThe customer chose to take the optional insurance on this move.She took $100,worth of coverageShe also had a choice to take a $dollar deductible, $or a $dollar deductibleshe choose the $option. This move is a out of state move, so any claims must be handled by our corporate office in Chicago, *** *** ***. I have attached all papers concerning this claim, and as you can see *** *** was paid for the damage to her move*** also sent out a repair firm to fix many items. *** denied some of her claims because those items were not mentioned at time of deliveryWe are sorry that *** ***'s move did not go as smoothly as we would have liked, but we did honor her claims and she has been paid for the damageThank you for your time if you need any further information on this move please contact me at 610-391-ex , or my email *** . Please let me know if the attachment does not open and I can send to you in an email.
Sincerely,
Aurora * A***
Accounting Manager
O'Brien's Moving & Storage
The claim for property damage was denied as the damage was pre-existingThe crew pointed out the damage prior to the beginning the moveThe damage was documented as pre-existing and the customer is requesting that we repair damage or that was not caused by our crew therefore the claim was
deniedThe reason for the denial was explained to the customer3/21/
Dec 29, This is my response my *** ***'s original complaint against usSince *** ***'s letter to your office We have been Working on this with him to settle his claimAttached please find emails pertaining to thisAs you can see Jeneanne G*** our claims manager has been in
contact with him and is trying to settle his claimIf you require any other information from us please feel free to contact myself by email or phone.Sincerely,Aurora A.Accounting Manager
*** ***,This is in response to the complaint filed against O'Brien's Moving & Storage. We moved *** *** on 3/26/and delivered her goods on 4/2/14. We were unaware of any damages after we completed the moveNothing was ever mentioned to our driver at the delivery and
nothing was noted on her paper work that *** *** signed the day of the deliveryOur driver Edward H*** has been with our compnay for upwards of yearsHe stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven. This was a interstate move which means that all claims must be processed with our corp. officeWe are an agent for *** Van Lines as such the claim was sent to them to handlePlease find attached to this letter all corespondence pertaining to this claimIf you read the documents attached you can see that most of her claims were declinedDue mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for. Based on what our driver has told us reguarding the move, we do agree with the response from our corp office*** *** was provided with information to pursue an arbitration program as an option to her claimAs of this date I am not aware if she in fact contacted that department or not.Thank you for your time.Aurora * A***Acoounting ManagerO'Brien's Moving and Storage
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I showed the floors to the driver the day the furniture was moved in He and his two helpers set up beds in the bedrooms Floors were in excellent condition *** to movers arriving Driver did not deny scratching or gouging the floors.I did not know when I signed the papers that it included the floors I also did not know when I signed those papers what condition ANYTHING was in....the driver shoved them in front of me...told me to sign them ...in a threatening manner....the driver was crude and rude
Regards,
*** ***
Dec 29, 2015This is my response my *** ***'s original complaint against usSince *** ***'s letter to your office We have been Working on this with him to settle his claimAttached please find emails pertaining to thisAs you can see Jeneanne G*** our claims manager has been in contact
with him and is trying to settle his claimIf you require any other information from us please feel free to contact myself by email or phone.Sincerely,Aurora A.Accounting Manager
Called 10'days ago for estimateReceived a call on July where they left a message stating they can come July for an estimate but they were booked on the day I needed to move Called back John and got hung up on Received a call from their office Friday morning and got yelled at by the office I explained if you couldn't move me on the date I needed to move why didn't you just call me and let me know Terrible customer service Not reliable Now I have to start again to find movers to move me in two weeks
***,
Please see the attached letter and claim settlement amount offered to *** ***As I had told you and *** *** her claim must be handled by our corporate office once the move crosses the state lineIn total she has been given $4,in claim damagesWhich she apparently refuses to accept. The most current letter sent to her is dated 10/31/14, ( a copy is attached)In the letter from the claims adjuster she was given a pamphlet for a dispute program that *** *** *** participates in, if she wants to further pursue. Although *** ***’s move did not go well, I do think that *** has provided her with a fair compensation for her damages
Thank you for your time
Sincerely,
Aurora * A***
Accounting Manager
O’Brien’s Moving & Storage
***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:A service was paid for and NOT rendered A contract was breached, and we are left to suffer the consequences A scratch and dent type appearance allowance claim settlement is NOT what we are looking for $4,is not sufficient for over $20,in claims
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
"Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***, Michand also pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damage."
Obrien's agency picked up my belongings in Pennsylvania and took them to the warehouse in *** This is where the trailer was unpacked and repacked out of our site and unknown to us We NEVER signed any paperwork to allow this to happen This is where boxes along with a ladder went missing and $20,plus in damages occurred The items were partially delivered to our APARTMENT in ***, Michigan and partially to our storage unit in ***, Michigan Our belongs showed up in an *** truck When the door opened it looked like trash thrown inside the truck There was a lawnmower on top of my bedroom dresser It was complete criminal neglect of our belongings Upon delivery to our storage unit in Michigan, the driver for *** left numerous furniture items wrapped in the padding and told is there was "no need to unwrap at delivery" as we could "inspect them when we move out of storage." We at NO TIME had ANOTHER MOVER move us into our storage unit
Also, no inspector has repaired ANYTHING and we were not PAID for any damages We have received payments for appearance allowances and estimated repair costs We have not accepted these payments and are still trying to prove all of our damages to Allied's claims department
We are even missing important tax documents which they say nothing can be done about because no dollar value can be placed All our hardware to put our beds together was "lost" so my son continues to have his mattress on the floor till we can have new ones sent to us Packing tape was used to hold together wood bed rails, only to rip off the finish at our destination Oh and since the boxes were packed by owner, the company can't take responsibility for the contents?!?!?! But they can throw the boxes and stack a lawnmower ontop of them????? 90% of our furniture was damaged due to one thing...NEGLECT and criminal neglect.
This has been one of the worse customer service experience of my life. I am not looking for a scratch and dent compensation This has consumed many many hours of my time and patience for the past months trying to sort out this mess and pick up the pieces of our life which *** and Obrien's has ruined and I want to be compensated for my time and I want my money spent on this move reimbursed as well as my damaged items replaced I paid for a service that was not handled professionally in any way shape or form and I am NOT happy I would love to attach the photos I have of my damages, however, the site is not allowing me to do soRegards,
*** ***
***,This letter is in response to a complaint against O'Brien's Moving & Storage. O'Brien's Moving & Storage moved *** and her husband on 9/& 9/4/14. At the time of her estimate her husband meet with our sales repCarmen G***Carmen went over the
estimated charges with her husband and also the optional purchase of insurance coverage, as he does with all customers. Both he and *** had the option of purchasing insurance coverage before the move loadedthe estimate was done on 8/7/If they chose to purchase the coverage all they had to do was call the office before the movers arrived at there residence. Upon arrival our movers have the customer sign the paper work and sign for either the "free" insurance of per pdor purchase the coverage. I have attached papers which show first the estimate, and you can see where it lists options for coverage valuation and the extra cost that they would incur if they chose that. Also attached is the Bill of LadingThe customer clearing wrote per pound as her choiceIn addition to that the customer also wrote Truck is completly empty and delivered without any damages. In fact the Big screeen TV was unwrapped by our driver and *** and was noted to have no damage. The TV was never dropped by our movers. ***Amortegui was not at home when our salesperson went to do the estimateAll moving details were gone over thoughly with MrAmortegui. As a good will gesture we have given her a claim allowance of $which is for a shipping wt of pounds for the TV. Our claims manager has explained to her that because of the insurance she chose and the fact that she wrote no damage at delivery we are not liable for any damages, but we would give her the $as soon as she returns the claim release form that she was sent back on 9/16/To date we have not received this formThank you for your timeIf you have any others questions please call me at ###-###-#### ex *** or email me at *** . Sincerely,Aurora * A***Accounting ManagerO'Brien's Moving & Storage
January 7, 2016***,Per this letter please see the "Release", statement received from O'Briens moving and storageI was instructed to mail the signed release form to:O'Briens moving and storage*** *** *** ***Allentown, PA***ATTN: Jeneanne G***, I will be putting the signed "Release "statement out todayI was told it will take a few days to receive the claim amount of $if this is true, should see a check by late next weekIn any case will keep you informed as to the status.Thanks
The customer paid $less than the estimated priceThey were given a 10% discount off of the line-haul on the first part of their move and their household items that did not fit into their new home were stored in our warehouse for less than $when they should have paid $for
warehouse handling and storageThe customer’s household goods were delivered to residence on Wednesday, August 10. Many items were stored in the customer’s garage as there was not enough room in the new homeItems that did not fit in the home or garage were brought back to our warehouse for storageA request for storage access was received via email on Friday, August 12. The customer was then scheduled to access the stored goods on Tuesday, August 16. On Wednesday, August the customer requested to schedule a date for the stored items to be delivered into a self-storage unit. Such items were delivered on Tuesday, August The customer had filed a claim and the claims department has been in contact with the customer. On October 6, a settlement proposal was sent to the customer which they declined to accept and did not return the release within the scheduled timeframeThe claim should be closed, however, after further review, there was one item not included on the settlement thus a new claim settlement proposal has been sent to the customer. The customer has until November 28, The customer can then use the settlement to repair the allowable claimed itemsBased on the inventory sheets signed by the customer, the missing items she notes are not indicated on the inventory sheets and therefore are not an allowable claim
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response from O'Brien's just confirms what a mess it was (is) to deal with
this company. I don't know *** ***. I've never spoken with her,
but she clearly did not read any of my correspondence thoroughly. I have
clearly stated, more than once, that I do not want, nor do I expect any money
back from this company. There was no request for reimbursement as part of
my letter to the Revdex.com. From the original
complaint:
Desired Settlement: No settlement requested - for
Revdex.com information only
I simply want the Revdex.com to be aware of this issue,
because any sucker like me could go to their website and see all star reviews
(not surprisingly, my review was not posted). Again, as I stated
previously, the gap in time of the event and me writing to the Revdex.com was mainly
because I still felt deeply cheated and angry about the situation and I had a
brand new baby to care for very soon after the move. In short, I had
understandably more important things to worry about at the time. The
delay does not change the facts, nor the wrong that was done, nor the
consistently terrible service.
*** is wrong, period. I was there, my husband was there, **
*** was not and the basic fact can't be changed just because he says so
(there was ONE moving truck from O'Brien's).
I just want to reiterate that the amount we paid was in excess of our actual
estimate, we were not given a discount in actuality because we were
charged an overage to the original estimate, which was then removed to show
that they were giving us a discount. There was no reimbursement for our
excess cost (the truck) that remains (in our minds) O'Brien's
responsibility (though again, not asking for money at this point). We paid the full amount of the estimate without ever
having the work completed
That is the entire point we paid the FULL amount for a job that was NEVER
COMPLETED. I don't understand how this could be an acceptable way
to run a business and other consumers should beware
Again, not about $150, it's about the principle
Because I haven't requested anything, I don't need another response from
O'Briens reiterating that they did nothing wrong. We'll agree
to disagree and my complaint will be on record with the Revdex.com, which was the
goal.Thank you,
*** ***
***,
This letter is in response to a complaint issued against O'Brien's Moving and StorageWe moved *** *** on 2/3/16. We have in fact moved her several times before as she has stated, and yes this time did take longer than previous movesThe movers she had on her job
have been here for a quite a while and are very skilled and knowledgeableI can not however make excuses for them as to why they would be complaining about how large and heavy her furniture wasMaybe they were just having a bad dayMoving furniture is not an easy job to doIt is very labor intensive and physically demanding on a daily basis. I am sorry that her move did not go as smoothly as expected. And we certainly would never intentionally over charge a customerCustomer's are billed on actual time for a local moveShe was given an estimate for $The actual cost came to $1112.86, $over her esitmateOur sales team tries to be as acurate as possible when costing moves. sometimes we can have unforseen circumstances that may arise during the course of a move. As a good will gesture we will refund *** $which is how much the move went over her estimate.Sincerely,
Aurora * A***
Office/Accounting Manager
O'Brien's Moving & Storage
Obrien’s Moving and storage process his claim base on the information provided by the customer on his claim form and what was written on the inventories. The customer clearly wrote on his claim form the description;” contents unknown”The unchecked off items described on the inventories were
listed as totes and packed by ownerThe customer, even after the fact on his complaint is still vague on the contents and value of what may be in the missing totes. We believe we processed this claim in good faith with what information was available.Obrien’s Moving and Storage cannot be expected to assign values to unknown and undocumented items
In response to the complaint filed against O'brien's, - Our Salesman went out and did an estimate which included an inventory of all of the items the shipper showed him as what was to be rmovedOn the day of the move two trucks were sent out, one was a straight truck which was more than large
enough to move the amount of items that were estimated and the other vehicle was a cube van solely for the purpose of transporting personnelThe customer added many more items well outside and above of what was shown to the salesman as there were many items moved that were not listed on the inventory the salesman had done at the time of the estimateNot only did our crew fill the large turck, but they also filled the smaller truckThe customer did send me pictures of what was left behind in the garage and the majority of what was left were items that were not packed or were flammable/combustible/corrosive containers which we cannot legally move.We could not send someone until the following week because it was our peak season and every truck and man was dedicated to do other jobsWhen the shipper insisted she wanted to be reimbursed $for renting a truck to move the remaining items themselves, I explained to her that not only were the majority of the remaing items things that we could not legally move, but had we been able to come back out, we would have had to charge her to do so, and that charge would have cost her far more than $rental fee she was asking for
That is how we left it and we had not hear anything else from this customer since June of
Thank you for your time*** ***
Claims Manager
O'Brien's Moving & Storage
###-###-#### ex ***
*** ***,
This is in response to the complaint filed against O'Brien's Moving & Storage. We moved *** *** on 3/26/and delivered her goods on 4/2/14. We were unaware of any damages after we completed the moveNothing was ever mentioned to our driver at the
delivery and nothing was noted on her paper work that *** *** signed the day of the deliveryOur driver Edward H*** has been with our compnay for upwards of yearsHe stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven. This was a interstate move which means that all claims must be processed with our corp. officeWe are an agent for *** Van Lines as such the claim was sent to them to handlePlease find attached to this letter all corespondence pertaining to this claimIf you read the documents attached you can see that most of her claims were declinedDue mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for. Based on what our driver has told us reguarding the move, we do agree with the response from our corp office*** *** was provided with information to pursue an arbitration program as an option to her claimAs of this date I am not aware if she in fact contacted that department or notThank you for your timeAurora * A***
Acoounting Manager
O'Brien's Moving and Storage
***,This letter is in response to the complaint issued against O'Brien's Moving & Storage. Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***, Michand also
pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damageThe customer chose to take the optional insurance on this move.She took $100,worth of coverageShe also had a choice to take a $dollar deductible, $or a $dollar deductibleshe choose the $option. This move is a out of state move, so any claims must be handled by our corporate office in Chicago, *** *** ***. I have attached all papers concerning this claim, and as you can see *** *** was paid for the damage to her move*** also sent out a repair firm to fix many items. *** denied some of her claims because those items were not mentioned at time of deliveryWe are sorry that *** ***'s move did not go as smoothly as we would have liked, but we did honor her claims and she has been paid for the damageThank you for your time if you need any further information on this move please contact me at 610-391-ex , or my email *** . Please let me know if the attachment does not open and I can send to you in an email. Sincerely,Aurora * A***Accounting ManagerO'Brien's Moving & Storage
[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 Administratively Resolved]Complaint: ***
I am rejecting this response because:
I'd like to assume that *** is thinking of a
different job that was performed by Obrien’s because his facts regarding our
job are incorrect. There was ONE truck that came to our house on loading
day. The driver and movers all sat in the front. This one truck
was loaded, in my opinion poorly so all the items didn't fit, which is the
crux of the complaint. After we were informed that they couldn't complete
the loading or get another truck out that day to finish the job, my husband and
I went to *** *** to rent a *** truck. That truck was loaded solely
by my husband for hours the night of 5/23/13. In addition to the ***
truck, both of our SUVs were packed to capacity with what was left
behind
***, our sales person, walked through our entire house including the basement
and attic. I specifically asked what would happen if the movers couldn't
fit all of our items on the truck, he said that the size of the truck was
"more than enough" to handle our move. I know what was in my
house, I know what was taken out before we moved and it is an outright lie to
say that we added anything above what was estimated, period A customer
should not be responsible for the incompetence of the loading or
estimate. We are not professional movers. We hired a moving company
and relied on their expertise when accepting the quote.
This complaint does not include any flammable/combustible/corrosive containers,
much of which we took care of in advance. We had no expectation of those
items being removed by Obrien’s and they made up a VERY small portion of our
total move. Many of these items were removed and
recycled long before our move dateThe truck we had to rent ourselves held
many more items that were not, in fact, illegal for Obrien’s to move, they just
ran out of roomI believe that this company makes it common practice to under
estimate a job in order to be hired and then tells the customer that they are
out of luck for any overflow (physically or monetarily) if they don't
except a supposed solution.
We had our move and settlement the same day. As explained, we could not
wait until the following week for Obrien’s to move the rest of our items.
The house no longer belonged to us by 9am on 5/24/13.
The price of our estimate was to cover a complete move. Obrien’s did not
complete the job, through no fault of the customer. This is not about
$150. It is about a company not doing the right thing to rectify a
problem
After the first few calls on the day of the move, all of our correspondence
with this company was via email. I wanted to make sure everything that
was said was in writing. The first email from our sales person was very
apologetic and gives a far more honest portrayal of what happened that
day. However, there was an implication that we were being difficult by
not accepting their "solution". There were too many items left
behind to have loaded and moved the morning of our settlement before 9am.
Obrien’s was being unrealistic (as they apparently were regarding our estimate)
and offered a "solution" that simply could not work. Because
they offered this "solution", which we told them was no solution at
all, they absolved themselves from further responsibility I have all of
the emails that were exchanged and I am happy to provide them to the Revdex.com for
review
Regards,
*** ***
***,
This letter is in response to the complaint issued against O'Brien's Moving & Storage. Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***,
Michand also pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damageThe customer chose to take the optional insurance on this move.She took $100,worth of coverageShe also had a choice to take a $dollar deductible, $or a $dollar deductibleshe choose the $option. This move is a out of state move, so any claims must be handled by our corporate office in Chicago, *** *** ***. I have attached all papers concerning this claim, and as you can see *** *** was paid for the damage to her move*** also sent out a repair firm to fix many items. *** denied some of her claims because those items were not mentioned at time of deliveryWe are sorry that *** ***'s move did not go as smoothly as we would have liked, but we did honor her claims and she has been paid for the damageThank you for your time if you need any further information on this move please contact me at 610-391-ex , or my email *** . Please let me know if the attachment does not open and I can send to you in an email.
Sincerely,
Aurora * A***
Accounting Manager
O'Brien's Moving & Storage
The claim for property damage was denied as the damage was pre-existingThe crew pointed out the damage prior to the beginning the moveThe damage was documented as pre-existing and the customer is requesting that we repair damage or that was not caused by our crew therefore the claim was
deniedThe reason for the denial was explained to the customer3/21/
Dec 29, This is my response my *** ***'s original complaint against usSince *** ***'s letter to your office We have been Working on this with him to settle his claimAttached please find emails pertaining to thisAs you can see Jeneanne G*** our claims manager has been in
contact with him and is trying to settle his claimIf you require any other information from us please feel free to contact myself by email or phone.Sincerely,Aurora A.Accounting Manager
*** ***,This is in response to the complaint filed against O'Brien's Moving & Storage. We moved *** *** on 3/26/and delivered her goods on 4/2/14. We were unaware of any damages after we completed the moveNothing was ever mentioned to our driver at the delivery and
nothing was noted on her paper work that *** *** signed the day of the deliveryOur driver Edward H*** has been with our compnay for upwards of yearsHe stated to the claims adjuster that he did not damage her floor and does not remember anything about a toaster oven. This was a interstate move which means that all claims must be processed with our corp. officeWe are an agent for *** Van Lines as such the claim was sent to them to handlePlease find attached to this letter all corespondence pertaining to this claimIf you read the documents attached you can see that most of her claims were declinedDue mainly to the fact that she never claimed any damage on the day of delivery and many of the items were packed by owner, which we can not assume liability for. Based on what our driver has told us reguarding the move, we do agree with the response from our corp office*** *** was provided with information to pursue an arbitration program as an option to her claimAs of this date I am not aware if she in fact contacted that department or not.Thank you for your time.Aurora * A***Acoounting ManagerO'Brien's Moving and Storage
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I showed the floors to the driver the day the furniture was moved in He and his two helpers set up beds in the bedrooms Floors were in excellent condition *** to movers arriving Driver did not deny scratching or gouging the floors.I did not know when I signed the papers that it included the floors I also did not know when I signed those papers what condition ANYTHING was in....the driver shoved them in front of me...told me to sign them ...in a threatening manner....the driver was crude and rude
Regards,
*** ***
Dec 29, 2015This is my response my *** ***'s original complaint against usSince *** ***'s letter to your office We have been Working on this with him to settle his claimAttached please find emails pertaining to thisAs you can see Jeneanne G*** our claims manager has been in contact
with him and is trying to settle his claimIf you require any other information from us please feel free to contact myself by email or phone.Sincerely,Aurora A.Accounting Manager
Called 10'days ago for estimateReceived a call on July where they left a message stating they can come July for an estimate but they were booked on the day I needed to move Called back John and got hung up on Received a call from their office Friday morning and got yelled at by the office I explained if you couldn't move me on the date I needed to move why didn't you just call me and let me know Terrible customer service Not reliable Now I have to start again to find movers to move me in two weeks
***,
Please see the attached letter and claim settlement amount offered to *** ***As I had told you and *** *** her claim must be handled by our corporate office once the move crosses the state lineIn total she has been given $4,in claim damagesWhich she apparently refuses to accept. The most current letter sent to her is dated 10/31/14, ( a copy is attached)In the letter from the claims adjuster she was given a pamphlet for a dispute program that *** *** *** participates in, if she wants to further pursue. Although *** ***’s move did not go well, I do think that *** has provided her with a fair compensation for her damages
Thank you for your time
Sincerely,
Aurora * A***
Accounting Manager
O’Brien’s Moving & Storage
***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:A service was paid for and NOT rendered A contract was breached, and we are left to suffer the consequences A scratch and dent type appearance allowance claim settlement is NOT what we are looking for $4,is not sufficient for over $20,in claims
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
"Our agency picked up *** ***'s items and brought them to our warehouseWe then had a driver from another *** agency pick them up and deliver them to her home in *** ***, Michand also pick some items up in a mini storage that the customer had another mover, move into her storage unitUnfortunately *** ***'s shipment had damage."
Obrien's agency picked up my belongings in Pennsylvania and took them to the warehouse in *** This is where the trailer was unpacked and repacked out of our site and unknown to us We NEVER signed any paperwork to allow this to happen This is where boxes along with a ladder went missing and $20,plus in damages occurred The items were partially delivered to our APARTMENT in ***, Michigan and partially to our storage unit in ***, Michigan Our belongs showed up in an *** truck When the door opened it looked like trash thrown inside the truck There was a lawnmower on top of my bedroom dresser It was complete criminal neglect of our belongings Upon delivery to our storage unit in Michigan, the driver for *** left numerous furniture items wrapped in the padding and told is there was "no need to unwrap at delivery" as we could "inspect them when we move out of storage." We at NO TIME had ANOTHER MOVER move us into our storage unit
Also, no inspector has repaired ANYTHING and we were not PAID for any damages We have received payments for appearance allowances and estimated repair costs We have not accepted these payments and are still trying to prove all of our damages to Allied's claims department
We are even missing important tax documents which they say nothing can be done about because no dollar value can be placed All our hardware to put our beds together was "lost" so my son continues to have his mattress on the floor till we can have new ones sent to us Packing tape was used to hold together wood bed rails, only to rip off the finish at our destination Oh and since the boxes were packed by owner, the company can't take responsibility for the contents?!?!?! But they can throw the boxes and stack a lawnmower ontop of them????? 90% of our furniture was damaged due to one thing...NEGLECT and criminal neglect.
This has been one of the worse customer service experience of my life. I am not looking for a scratch and dent compensation This has consumed many many hours of my time and patience for the past months trying to sort out this mess and pick up the pieces of our life which *** and Obrien's has ruined and I want to be compensated for my time and I want my money spent on this move reimbursed as well as my damaged items replaced I paid for a service that was not handled professionally in any way shape or form and I am NOT happy I would love to attach the photos I have of my damages, however, the site is not allowing me to do soRegards,
*** ***
***,This letter is in response to a complaint against O'Brien's Moving & Storage. O'Brien's Moving & Storage moved *** and her husband on 9/& 9/4/14. At the time of her estimate her husband meet with our sales repCarmen G***Carmen went over the
estimated charges with her husband and also the optional purchase of insurance coverage, as he does with all customers. Both he and *** had the option of purchasing insurance coverage before the move loadedthe estimate was done on 8/7/If they chose to purchase the coverage all they had to do was call the office before the movers arrived at there residence. Upon arrival our movers have the customer sign the paper work and sign for either the "free" insurance of per pdor purchase the coverage. I have attached papers which show first the estimate, and you can see where it lists options for coverage valuation and the extra cost that they would incur if they chose that. Also attached is the Bill of LadingThe customer clearing wrote per pound as her choiceIn addition to that the customer also wrote Truck is completly empty and delivered without any damages. In fact the Big screeen TV was unwrapped by our driver and *** and was noted to have no damage. The TV was never dropped by our movers. ***Amortegui was not at home when our salesperson went to do the estimateAll moving details were gone over thoughly with MrAmortegui. As a good will gesture we have given her a claim allowance of $which is for a shipping wt of pounds for the TV. Our claims manager has explained to her that because of the insurance she chose and the fact that she wrote no damage at delivery we are not liable for any damages, but we would give her the $as soon as she returns the claim release form that she was sent back on 9/16/To date we have not received this formThank you for your timeIf you have any others questions please call me at ###-###-#### ex *** or email me at *** . Sincerely,Aurora * A***Accounting ManagerO'Brien's Moving & Storage
January 7, 2016***,Per this letter please see the "Release", statement received from O'Briens moving and storageI was instructed to mail the signed release form to:O'Briens moving and storage*** *** *** ***Allentown, PA***ATTN: Jeneanne G***, I will be putting the signed "Release "statement out todayI was told it will take a few days to receive the claim amount of $if this is true, should see a check by late next weekIn any case will keep you informed as to the status.Thanks