Publix Employee Federal Credit Union

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Good Evening,Thank you for the information regarding the damaged itemsI will submit a claim with the information I have on hand In our initial communications it was expressed that offering a discount is not the industry standardI noticed on the final bill there was a 15% discount on some of the itemsI appreciate your efforts to be leaders in customer service and provide compensation for a suboptimal experience We are much closer to a resolution than when we startedI do have a couple of questions regarding the final bill and paperwork.On the day of delivery I asked for the Bill of Lading The driver stated all of the final paperwork would come from Graebel The Bill of Lading was not included in the email from Ms ***I presume this was an oversight as she included the final bill and the requested inventory sheet.I also have questions about the charges on the fill billBelow I have listed the summary of charges on the estimateI have a couple of questions and one request regarding the final billSummary of Charges on Do Not Exceed EstimateTransportation charges (estimate weight 8,718): $4633.25Accessorial Charges (vehicle transport): 1060.80Full Value Protection: $279Packing Charges: $2177.08Total not to exceed: $8175.03Less the vehicle transport: $7114.25Summary of Charges on Final Bill before the 15% discount:1) Transportation Charges (final weight 9480): $47932) Origin/Destination Service-Org: (unit rate QTY 94.8) $181.073) Origin/Destination Service-Dest: $(unit rate QTY 94.8)4) Insurance Surcharge: (Unit rate 0.040, QTY 4793) $191.755) Fuel Surcharge: (Unit Rate 0.040, QTY 4793) $191.756) Custom Packing: $1326.917) Ad***d Charges-Washer, Dryer & Trip: $1138) Full Replacement Value: $279Total Charges: $76311) Please send the Bill of Lading to enable me to compare the weight that was used to calculate the transportation cost, insurance surcharge and fuel surcharge to the documented weight on the bill2) What is the origin charge? How is the unit rate calculated? What is a QTY of 94.8? Why wasn’t as estimate or notification of this charge included on the estimateThis charge plus the destination charge adds almost $to the bill3) What is the destination charge? How is the unit rate calculated? What is a QTY of 94.8? Why wasn’t as estimate or notification of this charge included on the estimateThis charge plus the destination charge adds almost $to the bill4) What is the insurance surcharge? On the original estimate the only discussion of the insurance is the Full Value Replacement? What is the difference between this insurance and the Full Value Replacement? This charge was calculated based on the transportation chargesWhy wasn’t this included on the initial estimate if I was going to be charged a separate insurance surcharge separate from the full value protection? What did the insurance cover that the Full Value Protection did not? Does this mean I actually didn’t need to pay for the Full Value Protection if I was going to be charged for insurance anyway?5) Why wasn’t the fuel surcharge included in the original estimate? Looking at the final bill the charge was based on the transportation chargesI am confused as to why I was not notified that this would be an additional charge as it could have been calculated based on the estimated transportation charges.6) On the Final bill custom packing charges totaled $This was calculated as (Dish pack 4x$62.38)+ (Carton

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not agree with their response.First, regarding the crew, I appreciate that the workers will have different skill levelWhen I met with Mr [redacted] this was specific concern that I had because of a previous move experienceHe assured me that this would not be an issue, unfortunately it was an issueNot only were members of the crew not experienced enough for the job, there was crew member that was not fit for duty, which they did not address in their responseThey also failed to address in their response the lack of safety equipment for the workers.? Second, in regards to the appliances, I did not discuss taking care of the disconnect myself, that is an inaccurate statementI was not even aware that a specialized company was requiredThe only reason it was taken care was because I called very angry, because the crew was going to leave without the appliances being taking care of, which is unacceptable.Third, in regards to communication, the failure to respond to my voice call with a voice call is poor customer serviceTo me, it indicates they are afraid deal directly with customers and prefer to hide behind email.? Fourth, I was made aware of the delay, but I was not told why by Ms ***I found this out from the delivery driverAs the customer I should have been made aware of the problemAs I stated in my initial complaint, if they did not have a driver to fulfill the contract, they should not have accepted the jobIf I would have known they could not deliver as promised, I would have gone with a different company.? Fifth, Ms [redacted] states the furniture was delivered on 6/as notifiedAgain, her last communication guaranteed delivery on 6/27, even after I sent an email to make sureI was not made aware of the further delay, until I calledAs the customer, I should have been notified that, despite a second guaranteed delivery date, the delivery was still delayed.? Sixth, ? I did just submit the delay claimsBecause we were delayed by four days, both my husband and I had to start work before everything was unpackedTaking care of work and getting settled took precedence over filing the claimI was offered $a day for the delay or housing and foodI opted to cover housing and food because those expense were more than $dayIf I had accepted the $125, that would not have covered buying a bed to sleep on, sheets, towels or ? pots and pans to cook onAgain, the claim only covers my expenses because they did not fulfill the contractWe just finished unpacking everything, so I can finally submit the claim for damaged goods.? I was was inconvenienced for four daysGraebel did not fulfill their agreement to delivery my goods between 6/20-6/24.? Seventh, my last communication with Ms [redacted] was on 7/I have yet to receive the final inventory, weight or cost.? Overall, Graebel did not delivery the service I paid for in a timely mannerOther companies cannot fail to delivery goods within the agreed upon time frame and expect full payment, especially when they have provided poor customer service when things went poorlyI wish Graebel had lived up to the following statement in their documents.? "Welcome to your Graebel Move!? At Graebel, our singular goal is to provide you with World Class moving services.? To achieve this, communication is critical."? I did not have a World Class moving experienceBest,Regards, [redacted]

Ms [redacted] filed the delay claim paperwork on 7/19, claim was paid in full at requested amount of $on 7/27.? Ms [redacted] was also sent a claim form she could use to file for any damages to household goods as a result of the move.? That form was emailed to her on 6/29/but she has not yet filed any claims for household goods damage.? She has a filing deadline for the household goods damage of 3/25/17, so long as she would file any claims for damage to household goods before that time, once liability would be determine following inspection, repairs or replacement would be scheduled accordingly

I am really disappointed in this responseIt does not fully address the questions I outline in my last response ? ? 1)? ? Ms [redacted] is correct that a discount is provided on the move chargesShe was originally asking for additional discount on the entire move expense as a result of the claimed damages & delay at which time it was explained to her that is not possible as we manage claims through different channels & process, not by offering additional discount on the moveSo please clarify your statementDo you or do you not offer discounts on the move? Your statement acknowledging that I am correct contradicts that you do not offer discounts on moves2)? ? Your explanation of charges does not make sense nor address the questions I had in my previous responseAgain, I have included your statements, estimates and final bill to illustrate my issues ? ? ? ? ? ? ? The paperwork format looks different between the surveyor system which is IPAD based vsoffice systemFor internal distribution purposes our in house system shows each line item separately whereas the surveyor system rolls all the accessorial charges into the transportation line to simplify for the customerThis is not done for the benefit of the customerIt is deceptive in an attempt to hide the true cost from the customerThe initial quote shows transportation cost of $4633.25, which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surchargeThe actual invoice shows each of these lines broken down separately for a total of $The actual cost is higher than estimate due to the increased actual shipment weightThis contradicts the final invoice provided by Graebel? The figure of $in the response does not actually add up with the figures provided by GraebelThere is an increase in the transportation charge to $from $because the final weight was higherThat is only a $difference, which is makes sense as the final weight was higher than the estimateThe actual final cost based on the invoice provided by Graebel, subtracting out the full value protection, packing and washer is actually $That is almost $more for the origin, destination, fuel and insurance surcharges than the original quoteThe figure of $for the transportation changes, does include all of the surcharges but after the 15% discountSo essentially Graebel increased the price by $1000, gave a 15% discount (that based on their above statement they say they do not give), and then tried to hide the increased charges by saying it was all due to weight 3)? ? Origin & Destination service charges apply for the handling & servicing of the shipment at the origin & destination locationsAgain, if these are known charges with every move, they should have been included in the original estimate 4)? ? All shipments transported under the provisions of the tariff will be subject to a Insurance related general increase surcharge equal to 4% of the applicable transportation rateThe insurance surcharge is to aid Carrier’s recovery of increased carrier liability insurance expensesAgain, if this is known charge, why wasn’t it included in the original estimate? 5)? ? The packing rates shown on the original estimate are seen at their already discounted rate (15%), the packing rates shown on the final rate sheet are not yet discounted as the 15% discount is not seen until you view further down on the bottom of the rate sheet so the rates are the same as quotedIf this is the case, why did create the invoice with a 15% mark up on the boxes, and then give a 15% discount? As a consumer, it seems that to avoid giving a true 15% discount, you marked up the prices to make it seem that I received a 15% discount (says 15% discount on the invoice), but in reality I was not receiving a discount at all6)? ? What is the washer/dryer charge that was not on the original estimate? ? ? I am very disappointed with my move experience, particularly the customer service interactionsI was hoping that by addressing my concerns through the Revdex.com, instead of social media, I would get thoughtful responses that actually addressed my concernsInstead I have received answers that totally ignored some of my concerns, blamed me as a consumer and used numbers to distract from deceptive business practicesAs I have not received the financial compensation that I believe I am due (the refund given does not fully compensate for the delay in move, poor communication, poor customer service or the amount of time I have spent trying rectify this issue), I will seek other avenues to address my concernsThis will included filing a complaint with the Department of TransportationWhile I have refrained from talking about my experience on social media, if asked, I will give an account of the horrible experience I hadI realize that sometimes social media is the only way to get companies to respond appropriately to customer complaintsEven if no resolution is reached on my specific issue, maybe I can save another consumer, particularly 60,physician moms, from having to go through the same ordeal ? Best, ? [redacted] , [redacted] ***?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Again, I do not agree with their responseI sent a very detailed email, and many of my points were not addressedI have included them for reference to give you the opportunity to address each concernFirst, regarding the crew, I appreciate that the workers will have different skill levelWhen I met with Mr [redacted] this was specific concern that I had because of a previous move experienceHe assured me that this would not be an issue unfortunately it was an issueNot only were members of the crew not experienced enough for the job, there was crew member that was not fit for duty, which they did not address in their responseIt is not discrimination to say a worker is not able to do fulfill the job descriptionTo work at the ticket counter of an airline, there is a amount that you must be able to life, if you cannot then you cannot work in that roleIf the worker was unable to keep moving furniture, because he needed oxygen to breathe effectively, that is an issueThey also failed to address in their response the lack of safety equipment for the workers.? The safety of the workers was still not addressed? in their responseSecond, in regards to the appliances, I did not discuss taking care of the disconnect myself, that is an inaccurate statementI was not even aware that a specialized company was requiredThe only reason it was taken care was because I called very angry, because the crew was going to leave without the appliances being taking care of, which is unacceptableI am disappointed that instead of accepting a mistake on the part of their employee to take care of this detail, they are trying to blame this on miscommunication on the part of the customerThird, in regards to communication, the failure to respond to my voice call with a voice call is poor customer serviceTo me, it indicates they are afraid to deal directly with customers and prefer to hide behind email.? Fourth, I was made aware of the delay, but I was not told why by Ms ***I found this out from the delivery driverAs the customer I should have been made aware of the problemAs I stated in my initial complaint, if they did not have a driver to fulfill the contract, they should not have accepted the jobIf I would have known they could not deliver as promised, I would have gone with a different company.? Fifth, Ms [redacted] states the furniture was delivered on 6/as notifiedAgain, her last communication guaranteed delivery on 6/27, even after I sent an email to make sureI was not made aware of the further delay, until I calledAgain, they do not address why I was not told of the second delay, or why they didn’t give a reason for the delay the first timeAs the customer, I should have been notified that despite a second guaranteed delivery date, the delivery was still delayed.? Sixth, I did just submit the delay claimsBecause we were delayed by four days, both my husband and I had to start work before everything was unpackedTaking care of work and getting settled took precedence over filing the claimI was offered $a day for the delay or housing and foodI opted to cover housing and food because those expense were more than $dayIf I had accepted the $125, that would not have covered buying a bed to sleep on, sheets, towels or pots and pans to cook onAgain, the claim only covers my expenses because they did not fulfill the contractWe just finished unpacking everything, so I can finally submit the claim for damaged goods.? I was inconvenienced for four daysGraebel did not fulfill their agreement to delivery my goods between 6/20-6/24.? It is true the personnel changes happen that can affect the ability of a company to fulfill their contractLet me give you two examples great customer service that dealt with personnel and equipment failureWhen I ordered furniture for my daughter I was guaranteed a delivery dateUnfortunately the shipment was delayedEvery step of the way the customer service agent initiated contact to let me know about the delays and what was going onAlthough the fault was with the company that manufactured the furniture, the company where I purchased the furniture offered to buy a bassinet to ensure my child had somewhere safe to sleepSince there was a delay, they paid for someone to put together the furniture since we lost time to do it ourselvesAs a measure of good faith, they gave me a 10% discount on the furniture because they did not delivery as stated in the contractWhen I was delayed from travel because of a mechanical issue with a plane and hours restrictions for the pilot, the airlines provided compensationThey provided compensation for housing and food, in addition to monetary compensation because they were not able fulfill their contractI am perplexed as to why Graebel feels that they should not provide the same level of customer serviceSaying they provided the industry standard is the easy way outIt is the industry standard because it is of ? financial benefit of the moving industry and not consumersInstead of being a leader in customer service Graebel is choosing to maintain the status quoSeventh, my last communication with Ms [redacted] was on 7/I have yet to receive the final inventory, weight or costPer the response from Graebel “She was also advised that once all the final move documents from the driver are submitted to the accounting team the shipment will be re-rated & audited so any final determination of a pending refund would be determined at that time“ I am not sure Ms [redacted] has reread her email communications? In the email from 7/(which was because I called and she emailed instead of returning my phone call) Ms [redacted] stated “I have received the final weight tickets & paperwork from your move & do not anticipate you would be eligible for any refund as the actual shipment weight was 9480# which was higher than the estimated weight so your final rates will be charged on the Not to Exceed price.” It was only after I responded to her email, rebutting her statement referencing the initial quote did I receive this response: “Please understand I have not yet seen all the final paperwork, this was just my initial glance at the weight tickets as your question was specific to the actual weight.? Once the driver submits all his documents the shipment will be re-rated by our accounting team & any adjustments made at that time.” So which statement is accurate, that they received the final paperwork, or they are still waiting on the final paperwork?” Overall, Graebel did not delivery the service I paid for in a timely mannerOther companies cannot fail to delivery goods within the agreed upon time frame and expect full payment, especially when they have provided poor customer service when things went poorlyI wish Graebel had lived up to the following statement in their documents.? "Welcome to your Graebel Move!? At Graebel, our singular goal is to provide you with World Class moving services.? To achieve this, communication is critical."? I am still waiting for the explanation as to how they feel they achieved this goal At a minimum, I expect a response to each concern I raisedI hope that this time each concern will be thoroughly addressedI await the final paperwork, at which time I will determine possible venues for recourse as a consumer if I do not feel my concerns were properly addressed? A very unsatisfied customer [redacted]

We fully apologize for any inconvenience caused to Ms [redacted] as a result of her moving experience? With regard to comments surrounding the loading crew, it is not uncommon for some crew members to be more experienced than others? We do appoint a crew lead to manage the move process which it appears was happening with Joe? The matter of her appliance servicing was a miscommunication with the salesperson, he had indicated that his understanding was that the [redacted] 's would be handling any disconnect & reconnect of the appliances, it wasn't until the day of the move that we realized this was not Ms [redacted] 's understanding? The issues was quickly resolved by contacting a third party company to assist with the disconnection of the gas? Ms [redacted] is accurate that we had an agreed upon delivery window scheduled for her move of 6/20-6/24, on 6/she was made aware that there would be a delay with the delivery and new delivery was anticipated to be 6/? At that time she was offered compensation for the delay of either hotel & meal expense reimbursement during the delay or a standard delay payment of $per day and she was sent a claim form via email to file the delay claim? It is also accurate that Sue [redacted] was on vacation during the latter part of her move, I sincerely apologize that Ms [redacted] felt as if she should have been made aware of plan for her to be out of office but Ms [redacted] had made adequate arrangements for co-workers to assist in her absence so did not feel it necessary to inform Ms [redacted] ? Ms [redacted] ’s concerns were quickly addressed when she called into the office.Ms [redacted] made Sue's stand in aware of damage as a result of the move immediately following delivery & the move coordinator did send Ms [redacted] a claim form for the damaged goods within hours of the notification.Ms [redacted] just filed the claim for the delay yesterday 7/and has not yet filed the claim for damaged goods? ? With regards to Ms [redacted] ’s comments surrounding her final move charges, she initially had asked specifically what the final weight of her shipment had come to be as she was hoping for a refund, so her initial question was responded to after review of the weight tickets whereas she was advised that the actual shipment weight was higher than the estimated weight so it would be unlikely she should expect a refund? She was also advised that once all the final move documents from the driver are submitted to the accounting team the shipment will be re-rated & audited so any final determination of a pending refund would be determined at that time? Ms [redacted] s delay claim is in process & reimbursement for delay will be mailed out within 7-days? The claim for damaged household goods has yet to be addressed as we are awaiting Ms [redacted] to file the claim/submit the necessary paperwork so we can identify what was damaged which will allow us to ensure that we make appropriate arrangements for a specialist for inspection/repairs or possible replacement once liability can be determined

We sincerely apologize to Ms [redacted] for any confusion with the communication regarding her shipment of goods She contracted Graebel to pack & load her items in OH on 11/with delivery to arrive in CO between 11/12-11/ Her goods were packed/loaded as agreed on 10/5, the goods were awaiting transportation to CO When the driver arrived in OH to load the items all belongings did not fit on the truck forcing an overflow of a sofa & kayak only.Ms [redacted] is receiving delivery of all of her goods today 11/between 1-pm with exception to a sofa & kayak which will be arriving on 11/22.Ms [redacted] has been offered compensation of $as a result of the delay with the sofa & kayak.Though it is regrettable our move coordinator's communication to Ms [redacted] has been lacking, the shipment is en route & main living items will be received within the agreed upon time frame and she has been offered reasonable compensation for the delay of the piecesThank You

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Per emails/phone calls- MsLemke (supervisor) said $but MrDoyle (employee) said $I discussed that they are giving different information and no one got back to meThe $is for each day lateMy delivery will not be until 11/Had the employee done his job and discussed the shipment of my products out when he was emailed repeatedly ALL of my products would be hereSo the information of waiting for a truck is not accurate as the Cincinnati office could not get in touch with the person in charge of my account to determine what to do with the load (split) or what the location was (which was given on 11/5)Again $is not compensation for taking a day out of my week as well as a family member taking a day out of there week to do someone else's job (find my stuff, make multiple calls)I have tried dealing directly with the company and requesting resolution but they would not respond back which is incredibly inconsiderateAlso they never made this offer to me so that is information that is being givenI have numerous emails which show the lack of communication and the different information I was given by members of this companyAgain for the emotional and mental stress this move caused when its soul purpose was to eliminate this due to an employees lack of ability to do their job which included communicate and track the shipment I do not feel this is adequate Regards, [redacted]

We fully apologize for any inconvenience caused to Ms [redacted] as a result of her moving experience With regard to comments surrounding the loading crew, it is not uncommon for some crew members to be more experienced than others We do appoint a crew lead to manage the move process which it appears was happening with Joe The matter of her appliance servicing was a miscommunication with the salesperson, he had indicated that his understanding was that the [redacted] 's would be handling any disconnect & reconnect of the appliances, it wasn't until the day of the move that we realized this was not Ms [redacted] 's understanding The issues was quickly resolved by contacting a third party company to assist with the disconnection of the gas Ms [redacted] is accurate that we had an agreed upon delivery window scheduled for her move of 6/20-6/24, on 6/she was made aware that there would be a delay with the delivery and new delivery was anticipated to be 6/ At that time she was offered compensation for the delay of either hotel & meal expense reimbursement during the delay or a standard delay payment of $per day and she was sent a claim form via email to file the delay claim It is also accurate that Sue [redacted] was on vacation during the latter part of her move, I sincerely apologize that Ms [redacted] felt as if she should have been made aware of plan for her to be out of office but Ms [redacted] had made adequate arrangements for co-workers to assist in her absence so did not feel it necessary to inform Ms [redacted] Ms [redacted] ’s concerns were quickly addressed when she called into the office.Ms [redacted] made Sue's stand in aware of damage as a result of the move immediately following delivery & the move coordinator did send Ms [redacted] a claim form for the damaged goods within hours of the notification.Ms [redacted] just filed the claim for the delay yesterday 7/and has not yet filed the claim for damaged goods With regards to Ms [redacted] ’s comments surrounding her final move charges, she initially had asked specifically what the final weight of her shipment had come to be as she was hoping for a refund, so her initial question was responded to after review of the weight tickets whereas she was advised that the actual shipment weight was higher than the estimated weight so it would be unlikely she should expect a refund She was also advised that once all the final move documents from the driver are submitted to the accounting team the shipment will be re-rated & audited so any final determination of a pending refund would be determined at that time Ms [redacted] s delay claim is in process & reimbursement for delay will be mailed out within 7-days The claim for damaged household goods has yet to be addressed as we are awaiting Ms [redacted] to file the claim/submit the necessary paperwork so we can identify what was damaged which will allow us to ensure that we make appropriate arrangements for a specialist for inspection/repairs or possible replacement once liability can be determined

1) A discount on tariff charges is a practice and was offered as terms of the initial contract for the moving servicesMs [redacted] had requested additional discount as a result of the delay claim & damage claimIt is not practice to further discount moving charges as a result of claims, claims are managed separately and paid separately from the move charges for services renderedMs [redacted] was billed on the same discount % that she was quoted on & the delay claim she filed has been paid as requestedWe will not offer claims compensation in form of discount on moving charges 2)As explained previously the sales team & operational team operate on different computer systems so the final statement sent to Ms [redacted] from the me is formatted differently than the initial quote but all charges were included in the initial quoteThe initial contracted rates presented to Ms [redacted] show line for all transportation related costs which was $(this included the transportation, fuel surcharge, insurance surcharge, origin service fee & destination service fee)The final rating Ms [redacted] received includes the same services simply spelled out in the distinct lines instead of lumping them all under "transportation fee" as that is how we internally distribute revenue to appropriate parties who provided the servicesThe total charges on the final invoice for same services totals $ as indicatedThe increase is due to the increased shipment weightIf you look at the final rating & original contract you will see that the discount % was same on bothNot certain how Ms [redacted] is adding as I do not understand how she arrives at a cost of $over The initial quote had transportation cost of $4633.25, Full Value Protection $279, Packing/Unpacking $for total charges of $The actual invoice has transportation charges of $5025.93, Full Value Protection $279, Packing $& the appliance disconnect $for a total of $Ms [redacted] was issued a refund of the difference which comes to $There are no hidden costs & 4) It was included in the original cost, it was lumped into the "transportation rate" 5) There was never a 15% markup on any ratesThe tariff charges are the rates filed for Graebel as a Carrier with the Dept of TransportationThe discount is offered to customers as incentive to select one carrier vs anotherYou did receive a 15% discount on the move charges as indicated on both the initial quote & final ratingThe rates never changed at any time I sincerely apologize that Ms [redacted] was dissatisfied with service as a result of the delay but believe that was remedied with the full reimbursement of her delay claim she filedI also apologize if Ms [redacted] is not satisfied with the responses provided, I believe all questions have been answered and she was sent all documentation she has requested and her refund was processed and paid on 9/transaction code [redacted]

Ms [redacted] filed the delay claim paperwork on 7/19, claim was paid in full at requested amount of $on 7/ Ms [redacted] was also sent a claim form she could use to file for any damages to household goods as a result of the move That form was emailed to her on 6/29/but she has not yet filed any claims for household goods damage She has a filing deadline for the household goods damage of 3/25/17, so long as she would file any claims for damage to household goods before that time, once liability would be determine following inspection, repairs or replacement would be scheduled accordingly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]This issue could have been remedied months ago if Graebel had been truthful and upfront in pricing, practices and communications.? ? ? 1) A discount on tariff charges is a practice and was offered as terms of the initial contract for the moving servicesMs [redacted] had requested additional discount as a result of the delay claim & damage claimIt is not practice to further discount moving charges as a result of claims, claims are managed separately and paid separately from the move charges for services renderedMs [redacted] was billed on the same discount % that she was quoted on & the delay claim she filed has been paid as requestedWe will not offer claims compensation in form of discount on moving charges.? At no point in any conversation that I have ever had with Graebel was I told that it is standard practice to offer a discount on tariff charges for selecting their company? In fact, if you refer to previous communications I was initially told there would be no discount of any kindI can also demonstrate there was not discussion about offering a discount for choosing Graebel in any prior email communicationsThe final invoice just showed the 15% discount without any explanation, despite all previous communications stating there would not be a discountThis is completely dishonest for Graebel to now claim that they have always offered a discount for choosing their company? 2) As explained previously the sales team & operational team operate on different computer systems so the final statement sent to Ms [redacted] from the me is formatted differently than the initial quote but all charges were included in the initial quoteThe initial contracted rates presented to Ms [redacted] show line for all transportation related costs which was $(this included the transportation, fuel surcharge, insurance surcharge, origin service fee & destination service fee)The final rating Ms [redacted] received includes the same services simply spelled out in the distinct lines instead of lumping them all under "transportation fee" as that is how we internally distribute revenue to appropriate parties who provided the servicesThe total charges on the final invoice for same services totals $ as indicatedThe increase is due to the increased shipment weightIf you look at the final rating & original contract you will see that the discount % was same on bothNot certain how Ms [redacted] is adding as I do not understand how she arrives at a cost of $overThe initial quote had transportation cost of $4633.25, Full Value Protection $279, Packing/Unpacking $for total charges of $The actual invoice has transportation charges of $5025.93, Full Value Protection $279, Packing $& the appliance disconnect $for a total of $Ms [redacted] was issued a refund of the difference which comes to $There are no hidden costs? This is what is listed on the final invoice prior to the 15% that is now being called a discount as selecting one carrier over anotherIf the Transportation charges $4793.70Origin $181Destination $554Insurance Surcharge $191.75Fuel Surcharge $191.75Washer Dryer $113Total $6025.85Total Plus the packing ($1326) and Full Value Replacement ($279)= $? ? Graebel is trying to argue that they are showing all five lines spelled out, whereas on the original invoice they only listed the transportation feeI have never been showed ? how the charges would have been broken down to account for the initial quote of $If Graebel is trying that the transportation fee including the origin, destination, insurance surcharge, fuel and washer/dryer are included in the transportation fee (they are only showing the actual breakdown of how they generated the charge) then why are those numbers added to the fee of $for transportation? Once the 15% “discount” is applied that is where Grabel is coming up with transportation cost of $? ? ? & 4) It was included in the original cost, it was lumped into the "transportation rate" 5) There was never a 15% markup on any ratesThe tariff charges are the rates filed for Graebel as a Carrier with the Dept of TransportationThe discount is offered to customers as incentive to select one carrier vs anotherYou did receive a 15% discount on the move charges as indicated on both the initial quote & final ratingThe rates never changed at any timeI sincerely apologize that Ms [redacted] was dissatisfied with service as a result of the delay but believe that was remedied with the full reimbursement of her delay claim she filedI also apologize if Ms [redacted] is not satisfied with the responses provided, I believe all questions have been answered and she was sent all documentation she has requested and her refund was processed and paid on 9/? ? ? code [redacted] ? The prices of the boxes listed are higher than what is listed on the original invoiceI calculated this for GraebelCharging a higher rate that on the contract, then discounting 15% is not fair to the consumer.? ? A true discount for choosing Graebel would have meant giving a discount on the original prices quoted? I am owed a refund of more than $I hope that Graebel will stop playing games and do what is rightPlease provide documentation that you offered a 15% for choosing your company and the breakdown of charges that your company would have seen on the original invoiceRegards,? [redacted] ***

Though helpful for us to settle the claims quickly it is not required to have the original cost of a claimed item If you have already removed the stickers from the cartons & furniture please proceed in filing the claim without the item numbers, the claims representative will assist in tracking against the driver's inventory I have also emailed a copy of the inventory showing all the item numbers to Ms [redacted] this morning (9/2/16).The final rating has been completed and MS [redacted] will be receiving a refund of $to be applied to her credit card It will be processed within hours but may take longer to appear on her statement depending on the transaction time the bank requires to post I have emailed Ms [redacted] a copy of the final rating this morning as well

I am really disappointed in this responseIt does not fully address the questions I outline in my last response 1) Ms [redacted] is correct that a discount is provided on the move chargesShe was originally asking for additional discount on the entire move expense as a result of the claimed damages & delay at which time it was explained to her that is not possible as we manage claims through different channels & process, not by offering additional discount on the moveSo please clarify your statementDo you or do you not offer discounts on the move? Your statement acknowledging that I am correct contradicts that you do not offer discounts on moves2) Your explanation of charges does not make sense nor address the questions I had in my previous responseAgain, I have included your statements, estimates and final bill to illustrate my issues The paperwork format looks different between the surveyor system which is IPAD based vsoffice systemFor internal distribution purposes our in house system shows each line item separately whereas the surveyor system rolls all the accessorial charges into the transportation line to simplify for the customerThis is not done for the benefit of the customerIt is deceptive in an attempt to hide the true cost from the customerThe initial quote shows transportation cost of $4633.25, which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surchargeThe actual invoice shows each of these lines broken down separately for a total of $The actual cost is higher than estimate due to the increased actual shipment weightThis contradicts the final invoice provided by Graebel The figure of $in the response does not actually add up with the figures provided by GraebelThere is an increase in the transportation charge to $from $because the final weight was higherThat is only a $difference, which is makes sense as the final weight was higher than the estimateThe actual final cost based on the invoice provided by Graebel, subtracting out the full value protection, packing and washer is actually $That is almost $more for the origin, destination, fuel and insurance surcharges than the original quoteThe figure of $for the transportation changes, does include all of the surcharges but after the 15% discountSo essentially Graebel increased the price by $1000, gave a 15% discount (that based on their above statement they say they do not give), and then tried to hide the increased charges by saying it was all due to weight 3) Origin & Destination service charges apply for the handling & servicing of the shipment at the origin & destination locationsAgain, if these are known charges with every move, they should have been included in the original estimate4) All shipments transported under the provisions of the tariff will be subject to a Insurance related general increase surcharge equal to 4% of the applicable transportation rateThe insurance surcharge is to aid Carrier’s recovery of increased carrier liability insurance expensesAgain, if this is known charge, why wasn’t it included in the original estimate? 5) The packing rates shown on the original estimate are seen at their already discounted rate (15%), the packing rates shown on the final rate sheet are not yet discounted as the 15% discount is not seen until you view further down on the bottom of the rate sheet so the rates are the same as quotedIf this is the case, why did create the invoice with a 15% mark up on the boxes, and then give a 15% discount? As a consumer, it seems that to avoid giving a true 15% discount, you marked up the prices to make it seem that I received a 15% discount (says 15% discount on the invoice), but in reality I was not receiving a discount at all6) What is the washer/dryer charge that was not on the original estimate? I am very disappointed with my move experience, particularly the customer service interactionsI was hoping that by addressing my concerns through the Revdex.com, instead of social media, I would get thoughtful responses that actually addressed my concernsInstead I have received answers that totally ignored some of my concerns, blamed me as a consumer and used numbers to distract from deceptive business practicesAs I have not received the financial compensation that I believe I am due (the refund given does not fully compensate for the delay in move, poor communication, poor customer service or the amount of time I have spent trying rectify this issue), I will seek other avenues to address my concernsThis will included filing a complaint with the Department of TransportationWhile I have refrained from talking about my experience on social media, if asked, I will give an account of the horrible experience I hadI realize that sometimes social media is the only way to get companies to respond appropriately to customer complaintsEven if no resolution is reached on my specific issue, maybe I can save another consumer, particularly 60,physician moms, from having to go through the same ordeal Best, [redacted] , [redacted] ***

Copy of BOL as well as weight tickets have been emailed to Ms [redacted] this morning as requested.Ms [redacted] is correct that a discount is provided on the move chargesShe was originally asking for additional discount on the entire move expense as a result of the claimed damages & delay at which time it was explained to her that is not possible as we manage claims through different channels & process, not by offering additional discount on the moveInitial not to exceed quote was based on weight of 8718# plus auto & packing cartons for total $Ms [redacted] made alternate arrangements to move auto so that amount was removed leaving total of Not to Exceed quote as $7114.23.Actual shipment weight came in at 9480# plus packing cartons for total $As a result there was a refund to Ms [redacted] credit card of $568.43.The paperwork format looks different between the surveyor system which is IPAD based vsoffice systemFor internal distribution purposes our in house system shows each line item separately whereas the surveyor system rolls all the accessorial charges into the transportation line to simplify for the customer.The initial quote shows transportation cost of $which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surchargeThe actual invoice shows each of these lines broken down separately for a total of $The actual cost is higher than estimate due to the increased actual shipment weightSo ultimately the origin service charges, destination service charge, fuel surcharge & insurance surcharge were included in the initial quote provided to Ms [redacted] but not listed as separate items as they are on the final rating I provided showing the refund amountExplanation of these items is below.Origin & Destination service charges apply for the handling & servicing of the shipment at the origin & destination locationsFuel Surcharge applies on transportation chargesOn the first Monday of each calendar month the "national US average" price per gallon of diesel fuel will be determined by the price stated by the US Deptof Energy (DOE) Energy Information Administration’s (EIA) survey on "retail of Highway Diesel Prices"The DOE fuel price obtained will then be indexed based on the fuel price/adjustment factor matrix & the billed weight of the entire shipment.All shipments transported under the provisions of the tariff will be subject to a Insurance related general increase surcharge equal to 4% of the applicable transportation rateThe insurance surcharge is to aid Carrier’s recovery of increased carrier liability insurance expenses.The packing rates shown on the original estimate are seen at their already discounted rate (15%), the packing rates shown on the final rate sheet are not yet discounted as the 15% discount is not seen until you view further down on the bottom of the rate sheet so the rates are the same as quoted

Copy of BOL as well as weight tickets have been emailed to Ms*** this morning as requested.Ms*** is correct that a discount is provided on the move chargesShe was originally asking for additional discount on the entire move expense as a result of the claimed damages & delay at which time it was explained to her that is not possible as we manage claims through different channels & process, not by offering additional discount on the moveInitial not to exceed quote was based on weight of 8718# plus auto & packing cartons for total $Ms*** made alternate arrangements to move auto so that amount was removed leaving total of Not to Exceed quote as $7114.23.Actual shipment weight came in at 9480# plus packing cartons for total $As a result there was a refund to Ms*** credit card of $568.43.The paperwork format looks different between the surveyor system which is IPAD based vsoffice systemFor internal distribution purposes our in house system shows each line item separately whereas the surveyor system rolls all the accessorial charges into the transportation line to simplify for the customer.The initial quote shows transportation cost of $which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surchargeThe actual invoice shows each of these lines broken down separately for a total of $The actual cost is higher than estimate due to the increased actual shipment weightSo ultimately the origin service charges, destination service charge, fuel surcharge & insurance surcharge were included in the initial quote provided to Ms*** but not listed as separate items as they are on the final rating I provided showing the refund amountExplanation of these items is below.Origin & Destination service charges apply for the handling & servicing of the shipment at the origin & destination locationsFuel Surcharge applies on transportation chargesOn the first Monday of each calendar month the "national US average" price per gallon of diesel fuel will be determined by the price stated by the US Deptof Energy (DOE) Energy Information Administration’s (EIA) survey on "retail of Highway Diesel Prices"The DOE fuel price obtained will then be indexed based on the fuel price/adjustment factor matrix & the billed weight of the entire shipment.All shipments transported under the provisions of the tariff will be subject to a Insurance related general increase surcharge equal to 4% of the applicable transportation rateThe insurance surcharge is to aid Carrier’s recovery of increased carrier liability insurance expenses.The packing rates shown on the original estimate are seen at their already discounted rate (15%), the packing rates shown on the final rate sheet are not yet discounted as the 15% discount is not seen until you view further down on the bottom of the rate sheet so the rates are the same as quoted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Its obvious that this company refuses to take responsibly for the fruad they committedTheir own movers said they double book in the summertime because people want to move before schooll starts and things needed to changeAs far as chase not being in the officeI callwd hos cell phone and left a meesdage staring he didnt give me enough man power andHe estimated my move at lds NOT the over it ended up beingUnless chase is a complete itdiot he should know how his jobHe told us he ALWAYS over estimates the load and thats what sold us on going with this compsny At this point I feel legal action is my only recourse..I'm going to seek depositions from each person involved in my moveAnd demand compensation for my time and continued frustrationSincerely** ***
Regards,
*** ***

As previously stated we are in agreement with Ms***s position that her move was not flawlessly executed and apologize yet again. I have also previously provided explanation as to the situation and the subsequent resolution. Though I understand other organizations may choose to resolve matters with delays differently, we fell she has been properly compensated. There will not be any further offer of compensation to Ms*** as a result of the continued complaints

1) A discount on tariff charges is a practice and was offered as terms of the initial contract for the moving services Ms*** had requested additional discount as a result of the delay claim & damage claim It is not practice to further discount moving charges as a result of claims, claims are managed separately and paid separately from the move charges for services rendered Ms*** was billed on the same discount % that she was quoted on & the delay claim she filed has been paid as requested We will not offer claims compensation in form of discount on moving charges
2)As explained previously the sales team & operational team operate on different computer systems so the final statement sent to Ms*** from the me is formatted differently than the initial quote but all charges were included in the initial quote The initial contracted rates presented to Ms*** show line for all transportation related costs which was $(this included the transportation, fuel surcharge, insurance surcharge, origin service fee & destination service fee) The final rating Ms*** received includes the same services simply spelled out in the distinct lines instead of lumping them all under "transportation fee" as that is how we internally distribute revenue to appropriate parties who provided the services The total charges on the final invoice for same services totals $ as indicated The increase is due to the increased shipment weight If you look at the final rating & original contract you will see that the discount % was same on both Not certain how Ms*** is adding as I do not understand how she arrives at a cost of $over
The initial quote had transportation cost of $4633.25, Full Value Protection $279, Packing/Unpacking $for total charges of $ The actual invoice has transportation charges of $5025.93, Full Value Protection $279, Packing $& the appliance disconnect $for a total of $ Ms*** was issued a refund of the difference which comes to $ There are no hidden costs
& 4) It was included in the original cost, it was lumped into the "transportation rate"
5) There was never a 15% markup on any rates The tariff charges are the rates filed for Graebel as a Carrier with the Dept of Transportation The discount is offered to customers as incentive to select one carrier vs another You did receive a 15% discount on the move charges as indicated on both the initial quote & final rating The rates never changed at any time
I sincerely apologize that Ms*** was dissatisfied with service as a result of the delay but believe that was remedied with the full reimbursement of her delay claim she filed I also apologize if Ms*** is not satisfied with the responses provided, I believe all questions have been answered and she was sent all documentation she has requested and her refund was processed and paid on 9/transaction code ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Per emails/phone calls- MsLemke (supervisor) said $but MrDoyle (employee) said $I discussed that they are giving different information and no one got back to meThe $is for each day lateMy delivery will not be until 11/Had the employee done his job and discussed the shipment of my products out when he was emailed repeatedly ALL of my products would be hereSo the information of waiting for a truck is not accurate as the Cincinnati office could not get in touch with the person in charge of my account to determine what to do with the load (split) or what the location was (which was given on 11/5)Again $is not compensation for taking a day out of my week as well as a family member taking a day out of there week to do someone else's job (find my stuff, make multiple calls)I have tried dealing directly with the company and requesting resolution but they would not respond back which is incredibly inconsiderateAlso they never made this offer to me so that is information that is being givenI have numerous emails which show the lack of communication and the different information I was given by members of this companyAgain for the emotional and mental stress this move caused when its soul purpose was to eliminate this due to an employees lack of ability to do their job which included communicate and track the shipment I do not feel this is adequate.
Regards,
*** ***