Pavilion Homes, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12703296, and have determined that this does not resolve my complaint
The floor vase was not "handmade by a family member"As indicated on our claim form submitted in November it was purchased (first page, fifth row, fourth column from the left)This information was also confirmed by Bayshore in their settlement letter dated November stating "...without substantiation in the form of purchased receipts, cancelled checks, online website appraisal information...should you posses such information, please forward that to us..."And, re-confirmed on December with *** as an appraisal was needed (per Bayshore) in lieu of record retention requirements for "purchased receipts" having long expiredThe purchase of the vase was again re-confirmed with *** in February If Bayshore needs a notarized letter from the family confirming the vase was purchased vshandmade by a family member this can be obtained
For your reference, details of the offer I reviewed appear below
[To assist us in bringing this ***er to a close, we would like to know your view on the ***er.]
Regards,
*** ***

Thank you for contacting us regarding the customer's dissatifaction during his move process; we need the feedback and hopefully the comments & outline of the items claimed etc will assist everyone moving forward. This was an interstate Van Line move, thus Bayshore & Allied Van Lines
was involved from beginning to end in order to assist with rectifying the claimed items quickly & efficiently. Our Claims Manager has outlined the below timeline for us:Allied Van Lines driver delivered the household goods to WI on 6/7/16; there was some HHG damage as well as residence damage to walls, banister; all of which was notated on the paperwork wth the driver - we then made a follow up call and customer relayed that information to his coordinator as well. Some of the items did not get properly placed within the residence - so we went right to work on getting an Allied Agency scheudled to go out and move items to meet customers expectations. We sent a claim form to the customer with instructions the same day for quicker processing. The forms were received on 6/23/and set up for assignment to a local repair firm; an inspection was then scheduled for residence damage and to inspect the household good damages - the repair firm then confirmed that most of the items claimed were repairable - we authorized the repairs to be complete on 7/1/- all items were repaired and signed for by the customer stating the repairs were satisfactory on 7/26/- we then issued the remaining cashouts for the items deemed as non-repairable.After further review of the claimed items and due to the events surrounding the move, we at Bayshore issued a $goodwill gesture to the customer on 7/26/- this was on top of the claimed items cashout via the Van Line.On 8/8/the customer phoned and emailed us to advise he was not happy with the residence damage repairs to the walls and would be asking his builder to submit us an estimate - we informed him that once it was paid to please forward a copy of the invoice for reimbursement - as of 10/3/this invoice has not been received.The customer since contacted the Van Line on 9/8/to advise he was waiting for the builder to submit the invoice - at this time he expressed his dissatisfaction with repairs to the coffee & end tables & the desk - we reviewed with the Allied Claims Dept and they upheld the repairs, as the customer signed off at the time of repairs stating the items were repaired to his satisfaction. Its our position that we settled all claims and responded to all inquries/needs to meet the custmers expections in a quick & efficient manner and went above and beyond to remedy the situation by issuing an addt'l $goodwill gesture on top of the repairs/cashouts - Arbitration was also offered by Allied on 9/21/- thus we are standing by our decisions. Thanks again for the time and opportunity to respond - Bayshore does make every attempt to provide a fast & efficient move and strive to meet all customers needs, however with all major relocations things do happen and we pride ourselves on handling them the best of our ability with the Van Line - it is Bayshore's position to address all inquires/claims in a timely manner to meet customers expections and in know way respresents the move process of over 4000+ moves annually.We appreciate any feedback from the customer and are here to listen and assist in any way we can moving forward.Kind Regards,Consumer Sales Management

Hello, Thank you for forwarding this information to us for further clarification. Please accept this as a statement of response for the complaint that was recently posted against our Bayshore facility located in Newark, DE. We are sorry to hear that the customer is dissatisfied with the claims...

process - Our Claims Manager and Co-Owner reviewed this claim together a number of times and would be happy to speak on this matter more - please feel free to contact [redacted] to discuss this futher or let us know if its better to reach out to discuss at a time that's convenient for the cusotmer. Again we are sorry to hear that the cusotmer is not satisfied and we look forward to further discussions when its convenient in order to clarify some of this process further. Kind Regards,Bayshore Moving & Storage

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this step toward resolution is satisfactory to me. 
Regards,

Hello, thank you for your correspondence in the attempt to resolve the TV/Base - claim issue.  We will continue to provide whatever support we can in order to resolve this matter to Ms. [redacted]'s satisfaction.  Our Claims Manager has been trying to contact via email with no luck as we...

don't have a working phone number for the cusotmer it would be helpful if Ms. [redacted] would contact [redacted] in order to discuss this matter further.  Thank you.

Hello Revdex.com; thank you for bringing this complaint to Bayshore's attention, we appreciate the opportunity to respond - as you will see in the letter submitted- after our review we found all documents signed for as well as indicated the claims process in detail - we would welcome the opportunity to...

discuss further with the customer.  Please see our attached letter which includes additional details in this matter.  Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12703296, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello, We are extremely sorry that Bayshore did not meet Mr. [redacted]'s expectations; it is always our intent to go above and beyond a customers expections.  I would like to address some of the comments regarding the agreement signed for regarding services promised.  During the initial...

contact we were going to attempt to pack the necessary items prior to the move; however, after reviewing the schedules we reached out and confirmed with the cusotmer it would be okay to push until move day - it was agreed upon.  With regards to the TV; Allied does have a sample TV on their site regarding coverage - however, that photos is strictly about when an electronic items is dropped or cracked and only covered if external damage has occured.  Apparently have some investigation via our Claims Manager, it was decided once the TV was inspected it did in fact show some external damage, thus a check was sent to Mr. [redacted] for the TV damage - which was accepted on Sept. 15, 2016.  We hope this is satisfactory to Mr. [redacted] and again our apolgizes for not meeting his initial expectations.All the best,[redacted]

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. They have contacted me regarding the claimed items and said they would send a reimbursement towards the claim. 
Regards,

We regret the time this has taken to resolve; Bayshore is a customer focused company and after further review and discussions with the customer we were able to offer a good faith gesture towards customer relations, which was accepted by the customer and will bring this to closure.  Kind regards,Bayshore Transportation System, Inc.

Hello Revdex.com; I've attached Bayshore's reply to the Revdex.com Complaint of [redacted]. We've spoken with the cusotmer on this as you'll read in the response.Thank you for forwarding this to us.Regards,

Hello,  Thank you for bringing this matter to our attention.   We strive to perform every move to the best of our ability and unfortunately as the nature of the industry dictates there are sometimes claims involved.  However, we do strive to respond to all claimed information as...

quickly as it is brought to our attention in an effort to resolve to the customers satisfaction if possible - thus [redacted] our Claims Manager did speak with the customer and discussed that the initial claim filing was denyed due to the claim filing deadline, which is protocol for the Pennsylvania guidelines.  The information was not noted at delivery and the claim was brought to his attention beyond the 30 day deadline.  We have settled and reimbursed for the initial claimed damaged items in the amount of $559.50, and as a goodwill gesture would like to extend a final offer of an additional $500 to assit with the claimed missing items.   Please confirm if we need to discuss further and allow the check to be processed and sent within the week.Thanks again for bringing this matter to our attention.Kind Regards,[redacted]Consumer Sales Manager

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,

Hello, thanks for bringing this issue to our attention; we've researched and have posted a response that we hope will be satisfactory to Ms. [redacted].  Hope to hear back soon. [redacted]

Thank you for forwarding the response; we welcome additional conversationns with the customer in this matter.  The VP Sales, whom the customer spoke with previously will reach out to discuss this further.  We understand the frustration of the customer and wiling to further dialogue regarding the signed repair docs and any other concerns in order to come to a satisfactory resolution.  Our VP/Sales will reach out ASAP.  Kind Regards,K

Hello and thank you for contacting us regarding the claim concerns - I've attached an outline of the claims filed and reply from Bayshore & Allied Van Lines.  Feel free to contact us to discuss further.