Olympic Moving & Storage

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and feel that my concerns are being addressed and I'm optimistic that a satisfactory resolution will be reached in the near future. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: Contractually Olympic Moving and Storage was supposed to open all cartons and haul away debris on the last day of the move. The employees they sent failed to do this and left 60% of the cartons unopened. This is in violation of their contract with the military. To make up for this they said they would return to haul away the debris. Again this would not have been necessary had they done the job they were contracted to in the first place. Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  I appreciate the help in this matter from the Revdex.com And also appreciate Crown Moving company for speaking with me and helping to resolve this issue. 
Regards,
[redacted]

This move was under [redacted] (please see attached Bill of Lading, Exh. 1) and took place in two phases.  First move took place on 9/22/15.  Furniture were moved out of the home on 12th Ave and placed partially into Temporary Housing and partially into Perm Storage at Bekins NW in...

Mountlake Terrace. 
As per the e-mail from Amy dated 9/23/15 it stated that she will report Mr. [redacted]’s e-mail and concern to the Management Team and get some information on a claim started.  Unfortunately, the communication stopped at that point with both parties.  No pictures or any other documents were provided by the customer at that time or any time between October 2015 and June 2016.  No further communication took place, until the home had been repaired, and it was set-up to return their furniture on 6/21/16 (please see attached Bill of Lading, Exh 2).
On 7/11/16 a claim form was sent to the customer with the instructions shown on the bottom of the claim form how to fill it out, time frame etc. It was returned incomplete on 7/12/16 (please see attached total of 3 Claim Forms, Exh 3 A-C). 
We would like to correct information provided by Mr. [redacted] to the Consumer Protection Division.  The first time the amount of $11,645.79 has been listed on the Consumer Information Sheet is under “Cost of Service” filled out by Mr. [redacted].  This amount is incorrect.  Both moves with storage equaled to $5,482.94.  The move was paid by Safeco Insurance as part of her insurance loss regarding her house.  The Claim #[redacted] is the claim # from Safeco Insurance, not Bekins Northwest.
The second time the same amount of $11,645.79 is also listed under the section “Explain your complaint in detail:” This time said amount is explained to be the total cost of damages, shown in the 4th Paragraph.  Please refer back to the Claim Forms, Exh 3 A-C no claimed amounts had been listed!
The third paragraph of the “Explain your complaint in detail states, quote: “Even though we enrolled in the most comprehensive insurance plan and paid for a full service move…   As already mentioned in a previous paragraph the move was paid by Safeco Insurance.  Damage Protection-Valuation is limited by the level of protection selected.  In this case, no valuation was ever paid neither by the client nor by Safeco Insurance.
The Company has the responsibility to investigate a claim based on the completed claim form(s), a detailed report from a 3rd Party Inspector as well as pictures, and to check the signed inventories for pre-existing damages. The settlement is based on the above stated documents that can substantiate claimed damages.  On the Claim Form it states in bold letters, quote: “DAMAGES THAT CANNOT BE VERIFIED WILL NOT BE COVERED”. 
In addition to the errors of charges, the documents presented to the Attorney General Office as what had been stated in the Inspection Report have been retyped and changed by the customer and are not the same as the original Inspection Report dated 8/11/16.  Please see original Inspection Report Exh 4 A-D.
Regarding the settlement offer presented to Ms. [redacted] we relied heavily on information provided by Town & Country Claims Service.  Town & Country Claims Service is a highly reputable Furniture Repair Company that has been servicing the Puget Sound area for decades.  The Refinishing Estimate from Town & Country, dated Sept. 29, 2016, was presented to the Attorney General Office as part of the Moving Inspection performed on 8/11/16 by retyping it as to be the estimate of repair.  Please note that it is a difference between a Moving Claim Inspection and a Customer Estimate Request for a specific item to be refinished. 
The inspection company, Town & Country Claim Service, is an independent 3rd Party that has the experience and expertise to determine, if a damage is old or new.  In addition, items already written up on the signed inventories, clearly means that these items have pre-existing damages (please refer to Exh 6 A-B).  There is no reason to show a repair cost for such an item on a moving claim, if the damage claimed equals to the pre-existing damages noted on the signed inventories.  A customer can request the Repair Co. to provide a separate estimate for the repair of the pre-existing damages.   However, this is a separate request and NOT part of the Moving Damage Report.         
As previously shown an adjuster has to base a Moving Claim on the Claim Form provided (please refer back to Exh 3 A-C), the signed inventories (please refer back to Exh 6 A-B), the inspection report (please refer back to Exh 4 A-D), and the pictures provided which represent the facts.  The settlement letter refers to the information that had been provided (please refer to Exh 5 A-C).  Information to the item such as the tea pots were never disclosed, neither on the claim form, nor sent via e-mail, nor disclosed to the inspection company.
The following are additional explanations in regards to Mr. [redacted]’s typed pages of the individual damages. The explanations are based on the regulations of WUTC as outlined in the Consumer Guide Moving in Washington State (please see Exh.7 A-D) that has been received by [redacted] on 9/19/2015.
#162 – Turntable - Please refer to the settlement letter, and pictures as they did not show any damage. In addition, the inspection report does not indicate that any damage existed.
#144 - #149 Teak Chairs -  The repair estimates stated on the typed form from Mr. [redacted] ($300.00 each chair) are not repair estimates listed on the Moving Inspection Report from Town & Country.  These were the Refinishing Request made by Mr. [redacted] on Sept. 29, 2016.  The estimate from Town & Country, provided by Mr. [redacted] in his original complaint, clearly states “Refinishing Estimate”. The damages are pre-existing, and therefore not payable under a Moving Claim.
#141 – Sofa - As per the inspection report the front bottom edge (middle section of the couch) is bowed downward, large part to no center support.  It is a defective design, a construction/manufacturer issue and not transit related.  Also noted in the attached consumer guide on Page 7, marked with an arrow (Exh. 7D).  The Dust Cover of $115.00 was included in the settlement check.
#142 - Teak Table – The repair estimate stated on the typed form from Mr. [redacted] $1,250.00 is again not a repair estimate listed on the Moving Inspection Report from Town & Country.  These were the refinishing request made by Mr. [redacted] on Sept. 29, 2016.  The estimate from Town & Country, provided by Mr. [redacted] in his original complaint, clearly states “Refinishing Estimate”, and not repair estimate.  These are pre-existing damages as stated in the Inspection Report.
#178 Missing – Listed on the Inventories as a desk chair – claimed as a Heavenly Sewing Chair –$100.00 had been included in the settlement check with no other information on hand, for example a picture of the Heavenly Sewing Chair from a Family Album, or, a purchase receipt of the Heavenly Sewing Chair.  Once additional information is received, the adjudicated amount will be re-evaluated.
#175 & #169 - Teak Wall Unit – As per the signed inventories (please refer to Exh 6 A-B) it clearly states that the shelves are scratched, rubbed and marred, and angle uprights are scratched.  It further clearly states that this wall unit was disassembled by owner (DBO) and that there was NO Hardware.  Based on the pictures provided 2 small rubs/chips appeared to be new, and therefore $50.00 had been included in the settlement check for those two small additional rubs.  Based on the signed documentation the brackets (hardware) were not tendered, and therefore are not a payable.
#151 – Ziggy Chair – The repair cost from Town & Country in the amount of $75.00 had been included in the settlement check.
#181 – Nightstand – The cost to repair all damages are $160.00.  However, as explained in the settlement letter, due to partial pre-existing damages as per the signed inventories, the total repair cost had been reduced to $120.00.  Said amount had been included in the settlement check.
#182 – Nightstand – The Repair Cost as per the Inspection Report is $160.00.  The statement from Mr. [redacted] that Bekins only included $120.00 is incorrect.  Please refer to Exh 5 B it clearly lists on the settlement letter that $160.00 had been included in the settlement check.
#184 – Painting from a friend – Please refer to Exh 4 C – The inspection report does not state “recommend a small allowance for repair”.  It states among other that normally chips would be in the packing material if fresh and move related.  No chips were available.  Unknown if move related. Recommend small allowance IF APPLICABLE.  If there are no chips in the packing material, then this is not moving related.
#184 – Painting from a friend – Original claim by Mr. [redacted], peeling and missing paint, chipped corners. The inspection report states, quote: “Rectangular abstract painting.  Item was a gift from a friend.  Item is a painting on plywood.  One of the corners is slightly delaminated and elevated.  Recommend small allowance (EX 4 C).  However, please refer to “Delamination of paint layers” (Exh 8).  Delamination is an inherent vice and inconsistent with any moving damages.
#160 – Photo Frame – chipped – As per the inspection report it states that generally, if chips are move related, there are pieces still in the packing material. No chips were available.  We added $25.00 in the settlement check with no other information available.
#197 – 1 teapot broken and one lid for a teapot broken – With no specific information provided by Mr. [redacted] or Ms. [redacted] during the claims process we included $50.00 per teapot with a total of $100.00 to the settlement check.
#187 – Bed Frame – Town & Country did not provide a repair estimate, since the damage claimed is listed on the signed inventories.  Pre-existing damages are not payable on a moving claim.
Scratched Floors and Walls – As per Town and Country the repair cost for the damage to the wall amounts to $235.00.  This amount had been added to the settlement check.  As per the Inspection Report the floors appear to be from general wear and tear over the years.
#161 Vacuum cleaner “Roomba I Robot – Referring to the claim that had been made by Mr. [redacted] – Roomba 595 makes clunking noise - had been denied based on the Inspection Report that stated that the damage is likely due to lack of maintenance as the brush head is full of pet hair.  This is also substantiated by the IRobot Roomba Manual from the Manufacturer, please refer to Exh 9 A – C.  It clearly states to remove and clean Roomba’s brushes after every use, empty bin and clean its filter after every use, and, most important, excessive build -up of hair can permanently damage Roomba.
The settlement provided had been made accurately and appropriately based on the 3rd Party Inspection Report, the pictures provided, and the inventories that list all the pre-existing damages.  The inventories had been signed and acknowledged by the owner that this is a true list of the goods tendered and of the state of the goods received.
We have attempted to reach an agreeable resolution but his request is excessive and unfounded. The Attorney General Office has closed this complaint. While we regret that we were unable to provide a satisfactory experience for the customer, we maintain that we have followed all procedures outlined by our industry and Washington State.

Bekins Northwest has been in contact with Mr. [redacted], to resolve his concerns immediately. Repairs have been scheduled for the damaged table, which should be completed within one week.  We have offered a credit of $400 for Mr. [redacted]'s upcoming move, which he has agreed is...

sufficient.  Bekins Northwest always strives for customer satisfaction, and takes all complaints and concerns seriously.  Thank you for allowing our response and ability to rectify this concern.

We hold ourselves to an exemplary standard of customer service and it is a top priority to make every effort to resolve our customer's concerns and address any issues in a timely and professional manner, therefore, we appreciate the opportunity to respond to this customers...

complaint.Moving is a stressful time for our customers and our goal is to make this part of the transition as seamless and as stress-free as possible.  As a Company, we hold ourselves to a high level of professionalism and customer service and therefore, it is disheartening to hear of the customer's dissatisfaction and that they felt our customer service was rude and lacking.  I can assure that this certainly wasn't the intent, our staff was diligent in making every attempt to work through the frustrations and conflicts experienced during this move.  Following an investigation, there are two main issues I would like to address that we feel were out of our Company's control and contributed to the customer's overall dissatisfaction. This was a local move, that was scheduled over 4 days (6/30, 7/1, 7/2, 7/3, 7/6) by the local military base.  The military dictates standard protocol and sets the rules for the move.  Once the move is scheduled, the military base advised the customer that they needed to be available for all days of the moving spread.  During the second day of packing, on 07/02/15, it was revealed by the member's spouse that they would not have keys to their new residence until the day before the final day of the move spread. The member's wife was insistent that we complete the load, delivery and unpacking to its entirety on 7/6/15. It was advised to the customer that we were allotted 4 days in which to perform the move and that we needed 2 days to pack and 2 daysto perform the load, deliver and unpacking.  We have specific state laws, DOT and Labor regulations that we are required to follow which strongly dictate our scheduling.  On 07/02/15, we promptly contacted the base to advise via email letting them know that we needed to remove 7/3/15 from the allotted moving dates and add 7/7/15.  In addition, we let them know the member's expectation of loading, delivering and unpacking 17,800# in a single day was not sufficient due to the federal DOT hours of service rules among other rules.  The Quality Control Office at [redacted] agreed that we are required to keep to the mandatory schedule, as already scheduled. Following the completion of the move, the member called in upset because we had not performed a debris pickup of the items that he had unpacked himself after the move process was fully completed. We advised him that debris pickups are a courtesy only and are not a part of the military local moving contract.  Because this is a recent change with military regulations, he may have not been aware that this is no longer a service that moving companies perform.  He continued to argue that it was included in all military moves. Again, our General Manager advised him that the military moving contracts no longer include debris removal after the final day of unpacking, but as a courtesy, we would be happy to pick up his boxes at our earliest time and as soon as we had a crew in the area.  (The customer lives approximately 45 minutes away from our office).  Ultimately realizing the customers strong dissatisfaction and frustration, we sent a crew out the very next morning to perform a debris pickup on 7/14/15. We were not able to complete the customer's full unpack due to their change in schedule.We are aware that we may not be able to change the customer's dissatisfaction regarding the move due to circumstances outlined above, however, we were optimistic that by going outside the scope of the job and offering to pick up their boxes would help demonstrate that we care about our customers and want them to have a great moving experience.  Undoubtedly, we were not trying to be difficult, rude, or unhelpful over the course of this move.

Mr. [redacted] originally contracted [redacted] in Seattle, to move his items into storage.  They are a separate company from [redacted], with different ownership.  When [redacted] went out of business, they sold their storage lots to us.  We notified Mr....

[redacted], that would continue the storage services, unless directed otherwise.  We have no knowledge of the arrangement of services agreed upon between Mr. [redacted] and [redacted].  We presented Mr. [redacted] a written estimate for charges necessary for delivering his items out of storage.  He had agreed to these charges, and signed the estimate.  We are unsure what Mr. [redacted] is referring to in regards to payments he prepaid [redacted], as we had no involvement, nor have any documentation of his original agreement.  If Mr. [redacted] has documentation regarding this, we can make our best efforts to reach out to [redacted], or attempt to resolve this matter.
In regards to his damage claim, we feel that we have done everything possible to resolve this with Mr. [redacted].  Mr. [redacted] had Full Replacement Coverage, which requires that "The Mover will repair damage to the item, or reimburse you for the replacement cost if not repairable."  We had our repair firm repair multiple items.  For the remaining items, we attempted multiple times to settle based off of repair quotes and the customer declined both settlement and multiple attempts of repairs.
It is very important to us that we resolve this matter, and make our best efforts to satisfy Mr. [redacted].  I have turned this damage claim over to our insurance company, so they can work diligently to finalize this claim.  They will be contacting Mr. [redacted] Shortly.

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Delivering exceptional customer service is the cornerstone of our business.  Regardless of an individual’s position within the Company, each employee understands that delivering outstanding customer service is paramount to our business.  This particular situation was not...

any different.  During the pre-move walkthrough with Mr. [redacted] sister, [redacted], our sales person took the time to notate all the items that that were specified for us to pack.  In addition our sales person, Heidi, also documented the 49 pre-packed boxes (PPO - boxes that were packed by the owner).  [redacted] signed this document that was produced on 01/16/2015.  The services that were ordered were listed and are what the binding estimate was based on.  The binding estimate included us packing items that took up about 200 cubic feet of space in boxes.  Our Company provided a responsible quote and per his father’s signature, we packed everything that we were asked to pack.  This is exactly what was charged for, no more.  In addition, Bekins Northwest was not asked to repack, inspect, or document contacts of the pre-packed boxes, however, we would have accommodated this request had this been outlined as part of the agreement.  We take Mr. [redacted] concerns seriously and with any customer concern, we promptly investigate the circumstances.  After careful review, we have confirmed that our Company did everything that we promised and delivered exceptional service to Mr. [redacted] and his family members.  We completed everything that was carefully outlined in the agreement with professionalism and according to the outlined time frame.  Mr. [redacted] has submitted a claim for his damaged items, which is currently in process.  Last, Washington State Employment Security authorized the State of Washington to pay for the packing, storage and transportation of Mr. [redacted] items.  Had there been cause to refund any portion of the collected funds for this move, we would have refunded the State of Washington and not Mr. [redacted].