Publix Employee Federal Credit Union

Though it is regrettable that we did have a delay with Ms. [redacted]s move experience it is never our intention to mislead a customer.  Though Ms. [redacted] felt misled as a result of the explanation for her delay as being lack of driver, when the contract was signed the intent was to be able to meet the commitment. Unfortunately as is the case with most organizations we do experience personnel issues such as attrition, sickness, personal leaves and more which can affect a change in driver status which may ultimately impact the most well laid plans.   As for the fitness of duty, I believe that may be a personal opinion, our personnel are all required to complete mandatory drug screen & background checks as well as undergo a formal training process.  We are not able to require any particular physical attributes or level of physical fitness as this would border on discrimination.   As mentioned the delay claim is in process, the check request was approved for the full amount claimed by Ms. [redacted] and she should be receiving the reimbursement via mail in 10-15 days.  The household goods damage claim will be reviewed and addressed once submitted.   As previously mentioned to Ms. [redacted], the final auditing process goes through our centralized auditing/accounting team & will be mailed to her once completed.  She was advised this can take 4-6 weeks to be completed.  She was provided this detail on 7/7.   Respectfully, Tell us why here...

Though I understand and appreciate Mr. [redacted]'s frustration, we did provide a written non binding estimate of charges to [redacted] which detailed the estimated services and included the estimated weight of the shipment.   I have attached a copy of the signed Order for Service which details the estimated costs, packing and weight estimated.  As indicated in Mr. [redacted]'s original complaint, the actual shipment weight was 7000# so the estimated weight was accurate to within 10%. The actual move cost was higher than estimated because of the additional packing services requested by the [redacted]'s on the day of service.  Mr. [redacted] is accurate in that he did attempt to contact his sales rep on the day of the move, he was out of the office at that time which is why he was immediately directed to the General Manager for discussion/resolution. It is regrettable that Mr. [redacted] feels as though he has been treated unfairly but the actual charges are basedon the actual services performed.The aforementioned $100 goodwill gesture has been applied to the total move balance as previously offered and I will make certain a claim form is sent out to Mr. [redacted] immediately so that a claim can be filed for the damaged bed parts so that issue can be properly assessed and addressed accordingly.Sincerely,

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 normal practice and was offered as terms of the initial contract for the moving services. Ms. [redacted] had requested additional discount as a result of the delay claim & damage claim. It is not normal 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. [redacted] 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.  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 kind. I can also demonstrate there was not discussion about offering a discount for choosing Graebel in any prior email communications. The final invoice just showed the 15% discount without any explanation, despite all previous communications stating there would not be a discount. This 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 2 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 quote. The initial contracted rates presented to Ms. [redacted] show 1 line for all transportation related costs which was $4633.25. (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 5 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. [redacted] is adding as I do not understand how she arrives at a cost of $1000 over. The initial quote had transportation cost of $4633.25, Full Value Protection $279, Packing/Unpacking $2201.98 for total charges of $7114.23. The actual invoice has transportation charges of $5025.93, Full Value Protection $279, Packing $1127.87 & the appliance disconnect $113 for a total of $6545.80. Ms. [redacted] was issued a refund of the difference which comes to $568.43. 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 another. If 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)= $7631.76   Graebel is trying to argue that they are showing all five lines spelled out, whereas on the original invoice they only listed the transportation fee. I have never been showed  how the charges would have been broken down to account for the initial quote of $4623. 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 $4793.7 for transportation.  Once the 15% “discount” is applied that is where Grabel is coming up with transportation cost of $5025.    3 & 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. [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 filed. I 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 9/7    code [redacted].  The prices of the boxes listed are higher than what is listed on the original invoice. I calculated this for Graebel. Charging 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 $584. I hope that Graebel will stop playing games and do what is right. Please 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 invoice. Regards, [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 charges. She 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 move. Initial not to exceed quote was based on weight of 8718# plus auto & packing 89 cartons for total $8175.03. 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 35 cartons for total $6545.80. 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 vs. office system. For 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 $4633.25 which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surcharge. The actual invoice shows each of these lines broken down separately for a total of $5025.93. The actual cost is higher than estimate due to the increased actual shipment weight. So 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 amount. Explanation of these items is below.Origin & Destination service charges apply for the handling & servicing of the shipment at the origin & destination locations. Fuel Surcharge applies on transportation charges. On 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 Dept. of 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 rate. The 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..

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 11/5 with delivery to arrive in CO between 11/12-11/16.  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 11/16 between 1-3 pm with exception to a sofa & kayak which will be arriving on 11/22.Ms. [redacted] has been offered compensation of $150 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 2 pieces. Thank 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.
[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 level. When I met with Mr [redacted] this was specific concern that I had because of a previous move experience. He assured me that this would not be an issue, unfortunately it was an issue. Not 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 response. They 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 statement. I was not even aware that a specialized company was required. The 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 service. To 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 [redacted]. I found this out from the delivery driver. As the customer I should have been made aware of the problem. As I stated in my initial complaint, if they did not have a driver to fulfill the contract, they should not have accepted the job. If 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 6/28 as notified. Again, her last communication guaranteed delivery on 6/27, even after I sent an email to make sure. I was not made aware of the further delay, until I called. As 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 claims. Because we were delayed by four days, both my husband and I had to start work before everything was unpacked. Taking care of work and getting settled took precedence over filing the claim. I was offered $125 a day for the delay or housing and food. I opted to cover housing and food because those expense were more than $125 day. If I had accepted the $125, that would not have covered buying a bed to sleep on, sheets, towels or  pots and pans to cook on. Again, the claim only covers my expenses because they did not fulfill the contract. We just finished unpacking everything, so I can finally submit the claim for damaged goods. I was was inconvenienced for four days. Graebel did not fulfill their agreement to delivery my goods between 6/20-6/24. Seventh, my last communication with Ms [redacted] was on 7/7. I have yet to receive the final inventory, weight or cost. Overall, Graebel did not delivery the service I paid for in a timely manner. Other 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 poorly. I 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]

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 response. I sent a very detailed email, and many of my points were not addressed. I have included them for reference to give you the opportunity to address each concern. First, regarding the crew, I appreciate that the workers will have different skill level. When I met with Mr [redacted] this was specific concern that I had because of a previous move experience. He assured me that this would not be an issue unfortunately it was an issue. Not 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 response. It is not discrimination to say a worker is not able to do fulfill the job description. To 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 role. If the worker was unable to keep moving furniture, because he needed oxygen to breathe effectively, that is an issue. They 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 response. Second, in regards to the appliances, I did not discuss taking care of the disconnect myself, that is an inaccurate statement. I was not even aware that a specialized company was required. The 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. I 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 customer. Third, in regards to communication, the failure to respond to my voice call with a voice call is poor customer service. To 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 [redacted]. I found this out from the delivery driver. As the customer I should have been made aware of the problem. As I stated in my initial complaint, if they did not have a driver to fulfill the contract, they should not have accepted the job. If 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 6/28 as notified. Again, her last communication guaranteed delivery on 6/27, even after I sent an email to make sure. I was not made aware of the further delay, until I called. Again, 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 time. As 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 claims. Because we were delayed by four days, both my husband and I had to start work before everything was unpacked. Taking care of work and getting settled took precedence over filing the claim. I was offered $125 a day for the delay or housing and food. I opted to cover housing and food because those expense were more than $125 day. If I had accepted the $125, that would not have covered buying a bed to sleep on, sheets, towels or pots and pans to cook on. Again, the claim only covers my expenses because they did not fulfill the contract. We just finished unpacking everything, so I can finally submit the claim for damaged goods. I was inconvenienced for four days. Graebel 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 contract. Let me give you two examples great customer service that dealt with personnel and equipment failure. When I ordered furniture for my daughter I was guaranteed a delivery date. Unfortunately the shipment was delayed. Every step of the way the customer service agent initiated contact to let me know about the delays and what was going on. Although 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 sleep. Since there was a delay, they paid for someone to put together the furniture since we lost time to do it ourselves. As a measure of good faith, they gave me a 10% discount on the furniture because they did not delivery as stated in the contract. When I was delayed from travel because of a mechanical issue with a plane and hours restrictions for the pilot, the airlines provided compensation. They provided compensation for housing and food, in addition to monetary compensation because they were not able fulfill their contract. I am perplexed as to why Graebel feels that they should not provide the same level of customer service. Saying they provided the industry standard is the easy way out. It is the industry standard because it is of  financial benefit of the moving industry and not consumers. Instead of being a leader in customer service Graebel is choosing to maintain the status quo. Seventh, my last communication with Ms [redacted] was on 7/7. I have yet to receive the final inventory, weight or cost. Per 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 7/7 (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 manner. Other 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 poorly. I 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 raised. I hope that this time each concern will be thoroughly addressed. I 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]

I am really disappointed in this response. It 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 charges. She 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 move. So please clarify your statement. Do 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 moves. 2)   Your explanation of charges does not make sense nor address the questions I had in my previous response. Again, 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 vs. office system. For 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. This is not done for the benefit of the customer. It is deceptive in an attempt to hide the true cost from the customer. The initial quote shows transportation cost of $4633.25, which includes the transportation, origin service fee, destination service fee, insurance surcharge & fuel surcharge. The actual invoice shows each of these lines broken down separately for a total of $5025.93. The actual cost is higher than estimate due to the increased actual shipment weight. This contradicts the final invoice provided by Graebel.  The figure of $5025.93 in the response does not actually add up with the figures provided by Graebel. There is an increase in the transportation charge to $4793 from $4633 because the final weight was higher. That is only a $160 difference, which is makes sense as the final weight was higher than the estimate. The actual final cost based on the invoice provided by Graebel, subtracting out the full value protection, packing and washer is actually $6025. That is almost $1000 more for the origin, destination, fuel and insurance surcharges than the original quote. The figure of $5025.93 for the transportation changes, does include all of the surcharges but after the 15% discount. So 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 locations. Again, 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 rate. The insurance surcharge is to aid Carrier’s recovery of increased carrier liability insurance expenses. Again, 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 quoted. If 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 all. 6)   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 interactions. I was hoping that by addressing my concerns through the Revdex.com, instead of social media, I would get thoughtful responses that actually addressed my concerns. Instead I have received answers that totally ignored some of my concerns, blamed me as a consumer and used numbers to distract from deceptive business practices. As 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 concerns. This will included filing a complaint with the Department of Transportation. While I have refrained from talking about my experience on social media, if asked, I will give an account of the horrible experience I had. I realize that sometimes social media is the only way to get companies to respond appropriately to customer complaints. Even if no resolution is reached on my specific issue, maybe I can save another consumer, particularly 60,000 physician moms, from having to go through the same ordeal.   Best,   [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 $568.43 to be applied to her credit card.  It will be processed within 48 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.

1) A discount on tariff charges is a normal practice and was offered as terms of the initial contract for the moving services. Ms. [redacted] had requested additional discount as a result of the delay claim & damage claim. It is not normal 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. [redacted] 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 2 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 quote. The initial contracted rates presented to Ms. [redacted] show 1 line for all transportation related costs which was $4633.25. (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 5 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. [redacted] is adding as I do not understand how she arrives at a cost of $1000 over.
The initial quote had transportation cost of $4633.25, Full Value Protection $279, Packing/Unpacking $2201.98 for total charges of $7114.23. The actual invoice has transportation charges of $5025.93, Full Value Protection $279, Packing $1127.87 & the appliance disconnect $113 for a total of $6545.80. Ms. [redacted] was issued a refund of the difference which comes to $568.43. There are no hidden costs.
3 & 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. [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 filed. I 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 9/7 transaction code [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 6/20 she was made aware that there would be a delay with the delivery and new delivery was anticipated to be 6/28.  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 $125 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 24 hours of the notification.Ms. [redacted] just filed the claim for the delay yesterday 7/19 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 7-10 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.