This letter
is in response to your complaint regarding the fees incurred during the
assessment of your move and damages of your furniture during delivery. First and foremost we do apologize for any
inconvenience we may have...
caused to you and your family. On or about the 2/**/2014 I was presented
with a complaint from you via the Revdex.com about our services
rendered to you on or about the 2/**/2014
This letter will respond to this complaint to the best of our
knowledge. Please locate your documents
while reviewing our response.
On or about
the 2/**/2014 we sent you a ‘breakdown’ of your invoice. According to our records, we show a list of
charges that you incurred on the day of pick up. See below:
Job Volume: 740 cf. $3.64 per cf.
$2693.60
Overload: 480 cf. $3.64 per cf.
$1747.20
Packing Materials
$811.00
Discount:
$-269.36
Total Job
$4982.44
Total Customer Payments (Move)
$3483.00
We only
supply wrapping of standard household furniture with
quilted moving blankets
for free as stated in our terms and conditions.
As it pertains to the packing fee we have always included this statement
within our Terms and Conditions:
Packing Charges: Will apply for any supplies,
materials and/or labor if not already indicated in writing on this quote.
Charges will apply for packing of any loose items in the household, fragile and/or
delicate items or personal effects not already packed by owner (PBO). Liberty
Relocation will require the crating of items including but not limited to:
glass, marble, slate, stone, electronics such as TV’s, stereo components,
computers, pictures, mirrors, sculptures & appliances (depending on
condition) if any of these are not PBO or CBO upon arrival. *Liberty Relocation reserves the right to
refuse loading any/all of these items we determine they have not been packed
properly by owner. We do offer full packing service at a rate per cubic foot
that varies depending on the size of the move. Please speak to your relocation
consultant for more information.
Since
you declined the full coverage insurance you will need to be compensated with
our basic liability insurance. If you
have any missing/damaged items or if there were damage to your
property then you are required to call our claims department to be
compensated on those items [redacted].
The procedures for compensation are in writing at the bottom of the
Terms and Conditions in the Estimate that you provided an electronic signature
for. We make extensive efforts to
protect our customer's belongings but there are cases when items do get damaged
or broken for various reasons. This is
why we make sure our customers our covered under our liability
coverage to ensure they are compensated. If you have homeowner's
insurance or renter's insurance, you are permitted to use these in addition to
what we cover.
Unfortunately,
we have declined your request for a refund.
All of the charges within your invoice are valid. Also, our terms and conditions does state
that we do charge for packing supplies and labor. This information was provided to you before
we rendered service.
.
This
letter is in response to your complaint regarding the fees incurred
during the assessment of your move. First and foremost we do
apologize for any inconvenience we may have caused to you and your
family. On or about the 3/**/2014 I was presented with a complaint
from you about our services rendered to you on or about the 3/*/2014.
This letter will respond to this complaint to the best of our
knowledge. Please locate your documents while reviewing our
response.
There
were several challenges that we met when our crew begin to load your
items.
By
federal regulations we are required to obtain an inventory from our
customers before we pick up their household goods. We obtain this
inventory either by phone, email, or in-home estimate. Every method
requires our representative to use our 'Moving Software' to calculate
your weight. The items are inputted into the system and calculated
by the system. This is regardless of if we did an in-home or
over-the-phone estimate. You are required to review the estimate
before electronically signing for the estimate. The customer is
informed by our representatives to review the estimate before
completing the electronic signature. This process is done long
before your items are picked up to give you plenty of time to make
corrections, updates, or cancel our services. Reviewing the
inventory, pricing, and Terms and Conditions is the most important
details that should be reviewed by the customer.
Once
we arrive to your home we do a 2nd
assessment to confirm the 1st
initial assessment. The 2nd
assessment is by ‘ACTUAL’ measurements. This means that every
company by federal regulations must either measure your items while
on the truck or take your items to a weighing station to get your
load weighed by a certified weighing station. Nevertheless, both
assessments require us movers to load your items on the truck for the
2nd
assessment.
On
the day of pick up, if there are any changes to the inventory then we
must record your actual weight/volume on a Revised
Written Estimate.
Our company presented you with a copy of the Revised Written
Estimate to sign because you significantly altered the circumstances
surrounding your move from which you first requested an estimate.
This Revised Written Estimate is in accordance with 49 CFR
375.403(a)(5)(ii) and it supersedes all other estimates and controls
as the current estimate. In addition, this form was fully executed
before we rendered any services which make that document a valid
Revised Written Estimate.
If
you compare the online inventory to the inventory that we took on the
day of the move you'd see a significant difference. If there is a
difference in the initial inventory in comparison to the second
inventory then we will need to negotiate a Revised
Written Estimate
in accordance with 49 CFR 375.403(a)(5)(ii). The terms were binding
according to your inventory that you submitted. Unfortunately, it
was your responsibility to make sure that the inventory was as
accurate as possible before pick-up day since we did not provide you
with the initial estimate. (Please review the bottom of your Revised
Written Estimate
contract.)
Our
company would love the opportunity to convey our sincerest apologies
to you for any inconvenience you may have experienced with respects
to the delivery of your household goods. It
would greatly be appreciated if you could elaborrate on the message
that is at the bottom of your complaint. We simply just don't know
what you are asking for in those last statements. It appears to be a
message from another individual.
Also,
we deducted money from your balance so that you could hire a company
locally to assemble your furniture. Our workers never behave in the
way that you have claimed so I will need to investigate exactly who
was drinking a beer on duty. Did you get the name?
If
you need to be compensated for any broken or damaged property then
you are required to submit a claim to our Claims department.
According
to our records you have declined full coverage insurance. So, if
you have any missing/damaged items or if there were damage to your
property then you are required to call our claims department to
be compensated on those items ([redacted]). The procedures for
compensation are in writing at the bottom of the Terms and Conditions
in the Estimate that you provided an electronic signature for. We
make extensive efforts to protect our customer's belongings but there
are cases when items do get damaged or broken for various reasons.
This is why we make sure our customers our covered under
our liability coverage to ensure they are compensated. If
you have homeowner's insurance or renter's insurance, you are
permitted to use these in addition to what we cover. I assure
you we will be conducting investigation to see how your items
got damaged.
This letter
is in response to your complaint regarding the fees incurred during the
assessment of your move and damages of your furniture during delivery. First and foremost we do apologize for any
inconvenience we may have...
caused to you and your family. On or about the 2/**/2014 I was presented
with a complaint from you via the Revdex.com about our services
rendered to you on or about the 2/**/2014
This letter will respond to this complaint to the best of our
knowledge. Please locate your documents
while reviewing our response.
On or about
the 2/**/2014 we sent you a ‘breakdown’ of your invoice. According to our records, we show a list of
charges that you incurred on the day of pick up. See below:
Job Volume: 740 cf. $3.64 per cf.
$2693.60
Overload: 480 cf. $3.64 per cf.
$1747.20
Packing Materials
$811.00
Discount:
$-269.36
Total Job
$4982.44
Total Customer Payments (Move)
$3483.00
We only
supply wrapping of standard household furniture with
quilted moving blankets
for free as stated in our terms and conditions.
As it pertains to the packing fee we have always included this statement
within our Terms and Conditions:
Packing Charges: Will apply for any supplies,
materials and/or labor if not already indicated in writing on this quote.
Charges will apply for packing of any loose items in the household, fragile and/or
delicate items or personal effects not already packed by owner (PBO). Liberty
Relocation will require the crating of items including but not limited to:
glass, marble, slate, stone, electronics such as TV’s, stereo components,
computers, pictures, mirrors, sculptures & appliances (depending on
condition) if any of these are not PBO or CBO upon arrival. *Liberty Relocation reserves the right to
refuse loading any/all of these items we determine they have not been packed
properly by owner. We do offer full packing service at a rate per cubic foot
that varies depending on the size of the move. Please speak to your relocation
consultant for more information.
Since
you declined the full coverage insurance you will need to be compensated with
our basic liability insurance. If you
have any missing/damaged items or if there were damage to your
property then you are required to call our claims department to be
compensated on those items [redacted].
The procedures for compensation are in writing at the bottom of the
Terms and Conditions in the Estimate that you provided an electronic signature
for. We make extensive efforts to
protect our customer's belongings but there are cases when items do get damaged
or broken for various reasons. This is
why we make sure our customers our covered under our liability
coverage to ensure they are compensated. If you have homeowner's
insurance or renter's insurance, you are permitted to use these in addition to
what we cover.
Unfortunately,
we have declined your request for a refund.
All of the charges within your invoice are valid. Also, our terms and conditions does state
that we do charge for packing supplies and labor. This information was provided to you before
we rendered service.
.
Greetings,
This
letter is in response to your complaint regarding the fees incurred
during the assessment of your move. First and foremost we do
apologize for any inconvenience we may have caused to you and your
family. On or about the 3/**/2014 I was presented with a complaint
from you about our services rendered to you on or about the 3/*/2014.
This letter will respond to this complaint to the best of our
knowledge. Please locate your documents while reviewing our
response.
There
were several challenges that we met when our crew begin to load your
items.
By
federal regulations we are required to obtain an inventory from our
customers before we pick up their household goods. We obtain this
inventory either by phone, email, or in-home estimate. Every method
requires our representative to use our 'Moving Software' to calculate
your weight. The items are inputted into the system and calculated
by the system. This is regardless of if we did an in-home or
over-the-phone estimate. You are required to review the estimate
before electronically signing for the estimate. The customer is
informed by our representatives to review the estimate before
completing the electronic signature. This process is done long
before your items are picked up to give you plenty of time to make
corrections, updates, or cancel our services. Reviewing the
inventory, pricing, and Terms and Conditions is the most important
details that should be reviewed by the customer.
Once
we arrive to your home we do a 2nd
assessment to confirm the 1st
initial assessment. The 2nd
assessment is by ‘ACTUAL’ measurements. This means that every
company by federal regulations must either measure your items while
on the truck or take your items to a weighing station to get your
load weighed by a certified weighing station. Nevertheless, both
assessments require us movers to load your items on the truck for the
2nd
assessment.
On
the day of pick up, if there are any changes to the inventory then we
must record your actual weight/volume on a Revised
Written Estimate.
Our company presented you with a copy of the Revised Written
Estimate to sign because you significantly altered the circumstances
surrounding your move from which you first requested an estimate.
This Revised Written Estimate is in accordance with 49 CFR
375.403(a)(5)(ii) and it supersedes all other estimates and controls
as the current estimate. In addition, this form was fully executed
before we rendered any services which make that document a valid
Revised Written Estimate.
If
you compare the online inventory to the inventory that we took on the
day of the move you'd see a significant difference. If there is a
difference in the initial inventory in comparison to the second
inventory then we will need to negotiate a Revised
Written Estimate
in accordance with 49 CFR 375.403(a)(5)(ii). The terms were binding
according to your inventory that you submitted. Unfortunately, it
was your responsibility to make sure that the inventory was as
accurate as possible before pick-up day since we did not provide you
with the initial estimate. (Please review the bottom of your Revised
Written Estimate
contract.)
Our
company would love the opportunity to convey our sincerest apologies
to you for any inconvenience you may have experienced with respects
to the delivery of your household goods. It
would greatly be appreciated if you could elaborrate on the message
that is at the bottom of your complaint. We simply just don't know
what you are asking for in those last statements. It appears to be a
message from another individual.
Also,
we deducted money from your balance so that you could hire a company
locally to assemble your furniture. Our workers never behave in the
way that you have claimed so I will need to investigate exactly who
was drinking a beer on duty. Did you get the name?
If
you need to be compensated for any broken or damaged property then
you are required to submit a claim to our Claims department.
According
to our records you have declined full coverage insurance. So, if
you have any missing/damaged items or if there were damage to your
property then you are required to call our claims department to
be compensated on those items ([redacted]). The procedures for
compensation are in writing at the bottom of the Terms and Conditions
in the Estimate that you provided an electronic signature for. We
make extensive efforts to protect our customer's belongings but there
are cases when items do get damaged or broken for various reasons.
This is why we make sure our customers our covered under
our liability coverage to ensure they are compensated. If
you have homeowner's insurance or renter's insurance, you are
permitted to use these in addition to what we cover. I assure
you we will be conducting investigation to see how your items
got damaged.