Thank you for your patience in receiving our reply to the Revdex.com complaint filed by Ms***. Attached, please find, the initial response letter and two letters I emailed to Ms*** in November. Copied and attached to one is the email I received from her
I will be photocopying and mailing all the documents that I have made reference to in my attached letter. We have a substantial file of documents and emails from the customer and I am sending only those that are pertinent to her claim and complaint. Please notify me, (email or phone) when you have received the physical hard copies. If you should have any questions once you have reviewed them you may contact me at your convenience. Since I not only have the two businesses and am my fathers primary caretaker please understand that my time is extremely limited and sometimes it can be difficult to reach me. Just leave a message and I will return your call as soon as possible. Thank you
Thank you for your return phone call. I will be mailing additional supporting
documents via USPS to you. Enclosed in
that packet will be the following copies of documents in our possession
A copy of the original estimate which
clearly shows basic valuation on the Estimate/Original Order for Service
which was signed by Ms *** on 9/17/
Copies of the household
goods descriptive inventory are signed, (and dated on 7/12/13) by the
customer clearly under the statement “We have checked all items listed and
numbered and acknowledge that this is a true and complete list of the
goods tendered and of the state of the goods received”
Copy of a letter dated
9/6/explaining valuation coverage and the choices available to *** and *** ***
Copies of the front and
back of the Warehouse Receipt dated and signed by Ms*** on 10/7/
releasing the value of her shipment to a value not exceeding $0.60/lb
An edited copy, (removing
customers credit card information) of the credit card authorization form
authorizing payment for her relocation as indicated on the ORDER FOR
SERVICE
A copy of the delivery
Household Goods Bill of Lading which additionally shows Ms ***’s
name signing for basic valuation ($per pound) signed on 7/12/
Copies of two letters I
sent Ms***. The
first is dated 11/5/regarding the claim that she had filed with
us. In summary I requested the
copies of pictures that had been submitted to our insurer as well as offering to come and
inspect any damage claimed. The
emailed reply from Ms ***, dated 11/13/is also attached denying
access to view the items. In Ms
***s email she mistakenly states that “I filed a claim with my insurer because I felt I had a
legitimate claim” when in
reality I called my agent to have an adjuster work with the customer on
the validity of the claim and work with them on settlement. On my 11/20/letter to Ms*** I addressed all the items in her claim and replied to some of her
statements/allegations/insinuations.
As stated in that letter I based our final settlement on the lack
of evidence by the customer and the refusal to let us inspect the claimed items
at the time of claim
I also have the supporting
letter from my insurer which I will certainly send you only after
receiving an approval to do so from my attorney
A copy of the customers
claim. She filled out a claim form
and signed it
Various emails back and
forth with the customer. We have
many emails before, during and after the relocation with the
customer. All show our desire to
inspect the damage and come to a reasonable settlement with the customer
In response to the “Customers
Statement of the Problem” Ms*** states the mattresses needed to be placed in
cartons before being put into storage. I
have no recollection if they were put into cartons at origin. It is likely that they were and then placed
inside our storage vaults, (7’x7’x5’ wooden storage containers that are used to
protect customers goods during storage, photo enclosed), but I do not have
proof of this. It is possible that the
cartons were removed after un-vaulting, before loading on the moving van and
delivery into the wooden floor barn at the customer’s request Ms*** was reimbursed for the cartons
on her delivery bill
Ms*** states she was never informed of the valuation
policy when, in fact, she was quite well informed of valuation beginning with
the Estimate/Order for Service she received where it is clearly stated. She signed her credit card authorization form
which states she is in agreement with terms and conditions on the
Estimate/Order for Service. She also
chose her valuation level and signed the Warehouse Receipt indicating her
choice of valuation level. Lastly, she
signed the delivery Order for Service document, again clearly stating the level
of coverage she was choosing.
Ms*** has refused to let us inspect any claimed damage
when asked repeatedly to do so
Ms*** was issued a settlement check for damage to
the coffee table according to the stated weight of that table she indicated on
her claim at $per pound which is the valuation level she had chosen. She has not cashed said issued check for
that
In a letter from the Revdex.com office dated 4/22/regarding Ms
*** replying that “This does not
resolve my complaint. The company only
states they will look into the matter.”
I’m not clear on what Ms*** is replying to, but I have called
the Revdex.com office twice and have had a return call from Ms*** *** regarding
my call. Since Ms***’s file is
substantially large and my secretary is on vacation it has taken a little more
time in replying, copying and sending documents out. Today is Monday 4/28/and I expect all the
mailed copies to be sent out by Wednesday of this week. For your convenience, I have attached two reply
letters I have saved in documents that are relative to this complaint. All others will be mailed USPS
Dear Ms***
Last week, after returning from being absent from work, I
found I had received a letter from my insurer regarding your claim. I have reviewed your claim the damage you
listed. It is my understanding that you
submitted photo’s to my insurer showing some type of damage to your coffee
table. I would’ve certainly hoped that
you would have emailed those to our office and I would ask that you submit the
same photo’s to me for my reviewIf we had caused some damage to the coffee
table we would certainly reimburse you at the Valuation level you chose during
your relocation and/or storage
In regards to the two King mattresses and four Queen
mattresses along with the bed rails that you have on your claim form, my
insurer apparently received photo’s of those pieces. Again, I would have hoped that you would have
sent the same photo’s to our office and I would request that you to do so in
order that I may review them
Lastly, as this was a local relocation, our corporate
company doesn’t have any responsibility in your claim and would forward that
back to our company. In Wisconsin, for
Local and Intra-State shipments, Settle In Services, Inc operates under it’s
own operating authority and not under the Interstate authority granted through
our relationship with Bekins Van Lines.
If you feel that you need to forward this on to the RevDex.com or start a legal action I would find that regrettable as you haven’t
provided any photo’s to our company and literally no documentation regarding
damage. I would certainly make myself
available to come and inspect any damage that you claim in order to settle this
equitably but within the guidelines specified according to the valuation level
of coverage you had chose.
If you have the ability to email these photo’s to me at *** that would be fine, otherwise you can mail them to me
at:
Settle In Services, Inc
** *** ***
*** *** ***
Thank you for your time and consideration
Sincerely
*** ** *** ***
Thank you for your email which I am
attaching to my letter. I’ve also
included my previous letter to you for your convenience.
1.
We have allowed your claim for #1,
inventory item #226, broken Antler table based upon the 75# weight you provided
on your claim form.
2.
We are denying your claim on the
mattresses listed as numbers 2,3,and 5,
inventory items 171, 172, and as there is no evidence in the photo’s of
damage caused by negligence, no evidence of damage in your letter and in your
attached email you refused my inquiry to speak with you and/or view the items
3.
We are denying your claim for number
6, bed rails that are listed as broken.
I have no photo’s evidencing this claim
4.
We are denying your claim for items
number and 8, Inventory control numbers and respectively, as there is
no evidence in the photo’s of damage caused by negligence, no evidence of
damage in your subsequent letter and in your attached email you have refused my
inquiry to speak with you and/or view the items
In reply to some of your
statements/allegations/insinuations that you allude to in your email and the
letter you attached to the claim form.
It is always at our discretion to let our insurer investigate and make a
determination on a claim.
You may certainly contact Bekin’s
Van Lines at the following address and phone number. Please refer to Agency when you speak
with them
Bekins Van Lines
Wheaton Worldwide Moving
PO Box
Indianapolis, IN46250-
***
The amount paid on your claim is
based upon the valuation level you signed for which is $cents per pound. Enclosed, please find our check in the amount
of $as settlement for your entire claim as presented
Sincerely
*** ** *** ***
Settle In Services, Inc./Rhinelander
Moving
Good morning MrBruso
Am I understanding your letter to me
correctly? You file a claim with your insurance company for this but when
they deny it because your deductible hasn't been met you then come back to
me to try and deny MY claim?? You filed a claim with your insurance
company because you felt you had a legitimate claim, now you are trying to
deny it?? If they would have paid it then what would have done, paid me? or
kept it? Kind of sounds like insurance fraud to me. I will ask your
insurance company to see what they say
Also, in regards to not have
providing you the pics before, you never asked for them, your insurance carrier
did so I sent them direct to them. In regards to your corporate company,
Bekins. You are driving around with their name on your trucks so I will
take my chances with contacting them directly
In regards to you being able to
inspect any damage and pay us according to the valuation document, we are now
way beyond that. The valuation document was not given to me until after
you had my belongings at your warehouse. Also, you charged me for product
you never used
I expect to be reimbursed for the
dollar amount I submitted, if you decide not to do that then I will take this
to the court system and let them decide
I will send over the pics
shortly.
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.
The company only states they will look into the matter. It does not resolve this complaint.
Regards,
[redacted]
I will pull the customer file for Ms. [redacted] and have a formal reply to her allegations next week (providing we don't have another 14" snowstorm or two). Just from giving the...
customer complaint a quick read I see several glaring misstatements that I would certainly contest however once I have a moment to look at her file I will respond to your inquiry. 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.
Mr. Bruso claims in his latest letter dated 5/15/14 that the mattresses "may have been initially placed in cartons" is just a lie. The delivery guy told me the day he picked them up from the storage facility that they were not in any boxes, which I must state again was what I paid for and what was agreed to. Why would the mattresses be initially put into cartons and then taken out before they were removed from his storage? That statement makes absolutely no sense and is just ridiculous.
In regards to having the incorrect date on my original claim, Mr. Bruso is correct. I did forget that we did reschedule the move from 9/6 to 9/21. On 10/7/12 I received the Terms and Conditions of the move, after my household items had already been picked up. Settle Inn chose to back date their letter to me to 9/6/2012 but the terms and conditions report is dated 9/21/12. Both were mailed to me on the same date and I did not receive until 10/7/12, both copies are attached which shows the Terms and Conditions report dated 9/21/12. So the After the Fact claim is correct and stands with supporting evidence attached.
In regards to the "very dirty individuals" who moved all of our furniture, I will stand behind that statement and I do have witnesses that will attest to the same.
Regards,
[redacted]
Thank you for your patience in receiving our reply to the Revdex.com complaint filed by Ms***. Attached, please find, the initial response letter and two letters I emailed to Ms*** in November. Copied and attached to one is the email I received from her
I will be photocopying and mailing all the documents that I have made reference to in my attached letter. We have a substantial file of documents and emails from the customer and I am sending only those that are pertinent to her claim and complaint. Please notify me, (email or phone) when you have received the physical hard copies. If you should have any questions once you have reviewed them you may contact me at your convenience. Since I not only have the two businesses and am my fathers primary caretaker please understand that my time is extremely limited and sometimes it can be difficult to reach me. Just leave a message and I will return your call as soon as possible. Thank you
Thank you for your return phone call. I will be mailing additional supporting
documents via USPS to you. Enclosed in
that packet will be the following copies of documents in our possession
A copy of the original estimate which
clearly shows basic valuation on the Estimate/Original Order for Service
which was signed by Ms *** on 9/17/
Copies of the household
goods descriptive inventory are signed, (and dated on 7/12/13) by the
customer clearly under the statement “We have checked all items listed and
numbered and acknowledge that this is a true and complete list of the
goods tendered and of the state of the goods received”
Copy of a letter dated
9/6/explaining valuation coverage and the choices available to *** and *** ***
Copies of the front and
back of the Warehouse Receipt dated and signed by Ms*** on 10/7/
releasing the value of her shipment to a value not exceeding $0.60/lb
An edited copy, (removing
customers credit card information) of the credit card authorization form
authorizing payment for her relocation as indicated on the ORDER FOR
SERVICE
A copy of the delivery
Household Goods Bill of Lading which additionally shows Ms ***’s
name signing for basic valuation ($per pound) signed on 7/12/
Copies of two letters I
sent Ms***. The
first is dated 11/5/regarding the claim that she had filed with
us. In summary I requested the
copies of pictures that had been submitted to our insurer as well as offering to come and
inspect any damage claimed. The
emailed reply from Ms ***, dated 11/13/is also attached denying
access to view the items. In Ms
***s email she mistakenly states that “I filed a claim with my insurer because I felt I had a
legitimate claim” when in
reality I called my agent to have an adjuster work with the customer on
the validity of the claim and work with them on settlement. On my 11/20/letter to Ms*** I addressed all the items in her claim and replied to some of her
statements/allegations/insinuations.
As stated in that letter I based our final settlement on the lack
of evidence by the customer and the refusal to let us inspect the claimed items
at the time of claim
I also have the supporting
letter from my insurer which I will certainly send you only after
receiving an approval to do so from my attorney
A copy of the customers
claim. She filled out a claim form
and signed it
Various emails back and
forth with the customer. We have
many emails before, during and after the relocation with the
customer. All show our desire to
inspect the damage and come to a reasonable settlement with the customer
In response to the “Customers
Statement of the Problem” Ms*** states the mattresses needed to be placed in
cartons before being put into storage. I
have no recollection if they were put into cartons at origin. It is likely that they were and then placed
inside our storage vaults, (7’x7’x5’ wooden storage containers that are used to
protect customers goods during storage, photo enclosed), but I do not have
proof of this. It is possible that the
cartons were removed after un-vaulting, before loading on the moving van and
delivery into the wooden floor barn at the customer’s request Ms*** was reimbursed for the cartons
on her delivery bill
Ms*** states she was never informed of the valuation
policy when, in fact, she was quite well informed of valuation beginning with
the Estimate/Order for Service she received where it is clearly stated. She signed her credit card authorization form
which states she is in agreement with terms and conditions on the
Estimate/Order for Service. She also
chose her valuation level and signed the Warehouse Receipt indicating her
choice of valuation level. Lastly, she
signed the delivery Order for Service document, again clearly stating the level
of coverage she was choosing.
Ms*** has refused to let us inspect any claimed damage
when asked repeatedly to do so
Ms*** was issued a settlement check for damage to
the coffee table according to the stated weight of that table she indicated on
her claim at $per pound which is the valuation level she had chosen. She has not cashed said issued check for
that
In a letter from the Revdex.com office dated 4/22/regarding Ms
*** replying that “This does not
resolve my complaint. The company only
states they will look into the matter.”
I’m not clear on what Ms*** is replying to, but I have called
the Revdex.com office twice and have had a return call from Ms*** *** regarding
my call. Since Ms***’s file is
substantially large and my secretary is on vacation it has taken a little more
time in replying, copying and sending documents out. Today is Monday 4/28/and I expect all the
mailed copies to be sent out by Wednesday of this week. For your convenience, I have attached two reply
letters I have saved in documents that are relative to this complaint. All others will be mailed USPS
Dear Ms***
Last week, after returning from being absent from work, I
found I had received a letter from my insurer regarding your claim. I have reviewed your claim the damage you
listed. It is my understanding that you
submitted photo’s to my insurer showing some type of damage to your coffee
table. I would’ve certainly hoped that
you would have emailed those to our office and I would ask that you submit the
same photo’s to me for my reviewIf we had caused some damage to the coffee
table we would certainly reimburse you at the Valuation level you chose during
your relocation and/or storage
In regards to the two King mattresses and four Queen
mattresses along with the bed rails that you have on your claim form, my
insurer apparently received photo’s of those pieces. Again, I would have hoped that you would have
sent the same photo’s to our office and I would request that you to do so in
order that I may review them
Lastly, as this was a local relocation, our corporate
company doesn’t have any responsibility in your claim and would forward that
back to our company. In Wisconsin, for
Local and Intra-State shipments, Settle In Services, Inc operates under it’s
own operating authority and not under the Interstate authority granted through
our relationship with Bekins Van Lines.
If you feel that you need to forward this on to the RevDex.com or start a legal action I would find that regrettable as you haven’t
provided any photo’s to our company and literally no documentation regarding
damage. I would certainly make myself
available to come and inspect any damage that you claim in order to settle this
equitably but within the guidelines specified according to the valuation level
of coverage you had chose.
If you have the ability to email these photo’s to me at *** that would be fine, otherwise you can mail them to me
at:
Settle In Services, Inc
** *** ***
*** *** ***
Thank you for your time and consideration
Sincerely
*** ** *** ***
Thank you for your email which I am
attaching to my letter. I’ve also
included my previous letter to you for your convenience.
1.
We have allowed your claim for #1,
inventory item #226, broken Antler table based upon the 75# weight you provided
on your claim form.
2.
We are denying your claim on the
mattresses listed as numbers 2,3,and 5,
inventory items 171, 172, and as there is no evidence in the photo’s of
damage caused by negligence, no evidence of damage in your letter and in your
attached email you refused my inquiry to speak with you and/or view the items
3.
We are denying your claim for number
6, bed rails that are listed as broken.
I have no photo’s evidencing this claim
4.
We are denying your claim for items
number and 8, Inventory control numbers and respectively, as there is
no evidence in the photo’s of damage caused by negligence, no evidence of
damage in your subsequent letter and in your attached email you have refused my
inquiry to speak with you and/or view the items
In reply to some of your
statements/allegations/insinuations that you allude to in your email and the
letter you attached to the claim form.
It is always at our discretion to let our insurer investigate and make a
determination on a claim.
You may certainly contact Bekin’s
Van Lines at the following address and phone number. Please refer to Agency when you speak
with them
Bekins Van Lines
Wheaton Worldwide Moving
PO Box
Indianapolis, IN46250-
***
The amount paid on your claim is
based upon the valuation level you signed for which is $cents per pound. Enclosed, please find our check in the amount
of $as settlement for your entire claim as presented
Sincerely
*** ** *** ***
Settle In Services, Inc./Rhinelander
Moving
Good morning MrBruso
Am I understanding your letter to me
correctly? You file a claim with your insurance company for this but when
they deny it because your deductible hasn't been met you then come back to
me to try and deny MY claim?? You filed a claim with your insurance
company because you felt you had a legitimate claim, now you are trying to
deny it?? If they would have paid it then what would have done, paid me? or
kept it? Kind of sounds like insurance fraud to me. I will ask your
insurance company to see what they say
Also, in regards to not have
providing you the pics before, you never asked for them, your insurance carrier
did so I sent them direct to them. In regards to your corporate company,
Bekins. You are driving around with their name on your trucks so I will
take my chances with contacting them directly
In regards to you being able to
inspect any damage and pay us according to the valuation document, we are now
way beyond that. The valuation document was not given to me until after
you had my belongings at your warehouse. Also, you charged me for product
you never used
I expect to be reimbursed for the
dollar amount I submitted, if you decide not to do that then I will take this
to the court system and let them decide
I will send over the pics
shortly.
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.
The company only states they will look into the matter. It does not resolve this complaint.
Regards,
[redacted]
I will pull the customer file for Ms. [redacted] and have a formal reply to her allegations next week (providing we don't have another 14" snowstorm or two). Just from giving the...
customer complaint a quick read I see several glaring misstatements that I would certainly contest however once I have a moment to look at her file I will respond to your inquiry. Thank you
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.
Mr. Bruso claims in his latest letter dated 5/15/14 that the mattresses "may have been initially placed in cartons" is just a lie. The delivery guy told me the day he picked them up from the storage facility that they were not in any boxes, which I must state again was what I paid for and what was agreed to. Why would the mattresses be initially put into cartons and then taken out before they were removed from his storage? That statement makes absolutely no sense and is just ridiculous.
In regards to having the incorrect date on my original claim, Mr. Bruso is correct. I did forget that we did reschedule the move from 9/6 to 9/21. On 10/7/12 I received the Terms and Conditions of the move, after my household items had already been picked up. Settle Inn chose to back date their letter to me to 9/6/2012 but the terms and conditions report is dated 9/21/12. Both were mailed to me on the same date and I did not receive until 10/7/12, both copies are attached which shows the Terms and Conditions report dated 9/21/12. So the After the Fact claim is correct and stands with supporting evidence attached.
In regards to the "very dirty individuals" who moved all of our furniture, I will stand behind that statement and I do have witnesses that will attest to the same.
Regards,
[redacted]