Quincy's Bar & Grill

[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Mr*** clearly declined additional coverage for his goods (attached), therefore he received .60/lbs coverage for his couch and resulted in a $payment for soiling the item.After an additional conversation with Mr***, in an effort to retain the customers goodwill, and in an effort of
reconciliation, we offered Mr*** an additional $64.00, bringing the total claim settlement to $to get the couch professionally cleaned.Mr*** accepted our additional offer on Wednesday, July 15th

All of us at Dircks Moving & Logistics would like to apologize for the problems and issues that arose during Ms*** relocationUnfortunately a combination of errors and miscommunication plagued the move and is definitely not the way Dircks would like to handle any relocationDircks has
admitted our errors numerous times previously to Ms*** regarding some of her complaints and internal action has been taken on the employees that made the errors regarding the safety concerns of our customer.Although it is not procedure, the complaints regarding the goods being transported by a personal vehicle were done in order to save the customer time and moneyThe driver at fault should not have transported the goods this way, but the very small amount of items transported were in order to avoid a shuttle or multiple tripsI assure you that this activity was not done in order for our employee to steal your items, instead done to not inconvenience the customerThis was very thoughtful of the driver, but is not procedure and we apologize for this error.Regarding the claim of stolen artwork, Ms*** had notified a Dircks representative that artwork was missing, but then called back later to notify us she had found the artworkLater, during the claims process Ms*** claimed that she did not find the item, and it must be stolenAlthough she had numerous opportunities, at no time did Ms*** notify us of the value of the missing artwork until the claims processThis artwork was not noted as a High Value item on the High Value InventoryMs*** also declined additional valuation coverage, instead accepting basic coverage of .60/pound on her goods.Ms*** accepted a settlement from our Mayflower Corporate office on September 10, for her relocation, that document is attachedThis document states "Acceptance and negotiation of this check will serve as full and final settlement of any and all claims as itemized above in the settlement letter"

Good morning ***,Once again, we apologize for your dissatisfaction with the services you receivedBecause we have your signed and dated documentation agreeing to the release of valuation with a $deductible, we are happy to offer the difference of your requested $and the deductibleThis
comes to $

This has been resolved with the customer and a refund has been issued

It is a completely statement made by Dircks Mayflower that Ms*** called back to say she found her artworkShe has never, ever said this .Who in the organization made this statement ? Transportation of Ms*** personal goods on a private vehicle was never discussed in advance or at any time as to why it was being doneIt was only when a family member went out and saw Ms*** belongings already loaded on a personal truck and was ready to take offHad someone not walked outside at that time, Ms*** would have never known that her belongings were about ready to leave her property without authorizationThe explanation that was given by the driver was that the items were going back to Dircks storage facility so they can rearrange things on the truck. We asked what was loaded on the personal truck and they said, don't worry, everything is there. By that time, the Dircks office was closed. There was no way to track these items that left on the truck other than a picture that was taken and forwarded to the Loss Prevention Manager For Dircks to try and turn the situation around and make it look like a thoughtful gesture is just terrible. None of this would have happened if the truck went directly from Surprise Arizona to Houston TexasIn addition to the driver stopping off in Dallas, we were unaware that another load was picked up in Louisiana and replaced with the load that came off the truck in Dallas instead of putting Ms*** items in the truck Instead her belongings were left on the outside of the moving van on the extension piece at the back of the vanThe driver also falsified inventory sheets by redoing the inventory sheets to show that all items were received when they were notBoxes were coming off the truck without inventory numbersIt was brought to the attention of the driver and the driver continued to say that everything was there and not to worry. When asked whether we should call Dircks in Phoenix to let them know what is going on, we were told not to worry everything is there and they were already closed for the weekendWe immediately contacted Dircks the following Monday regarding what had happenedMs*** daughter did notify the loss prevention manager in addition to the sales person and his moving assistant. Also both owners , the Dircks brothers that own the company were contactedOne brother left a message that he couldn't help and goodbye and the other one we left messages and never even received a call backWe also were referred to Mayflowers corporate offices and spoke with two people who tried to help but stated that these numerous problems were needing to be dealt with at Dircks, since they were all problems on a local level Basically, no one wanted to take responsibility or own the multitude of problems that occurred throughout the moveThe blame kept shifting back and forth.The loss prevention manager was immediately notified when the picture was noticed to be missingThere was no delayThe Loss prevention manager said she would first put a tracker on the item. Ms*** personally showed the item to the driver and he personally told her he would take care of packing it for herShe told him it was her favorite pieceHe assured her he would take care of it for her. It was initially mentioned to Ms*** that she would need her own truck for her moveWhen the truck arrived we were under the impression that the truck was emptyIt was later discovered that there was already a load in the truck going to Dallas that looked to be occupying a third or more of the truck When asked if Ms*** belongings will fit, we were assured by the driver that everything would fit in the truckMs*** could not afford the extra cost of extended protection of her belongingsShe had already given Dircks Mayflower almost $ 11, eleven thousand dollars for her move from her retirement savings and could not afford to pay any more. She entrusted Dircks Mayflower and was assured by all that her belongings would be safe and all be transported with care to her new locationShe believed everyone with Dircks that her belongings would be handled with care and delivered to her new destinationShe was even given a signed written commitment that said:To Our Valued Dircks Customer:While we are guests in your home, we are striving to exceed your expectations regarding the service you should expect from professional movers.IF AT ANY TIME, YOU FEEL WE ARE NOT MEETING YOUR EXPECTATIONS, PLEASE STOP US SO WE CAN RESOLVE THE PROBLEM IMMEDIATELY.Your concerns are important and your feedback ensures our improvement on your move and the moves of future customersThan you again for being our customer.OUR NUMBER ONE GOAL IS TO ENSURE that you are completely satisfied with the service that we providedThank you for allowing us to provide the quality service you expectedMs*** hired Dircks Mayflower because they said they were professional movers and would take care of her belongings. They promised to exceed her expectations, they did notThey promised to resolve the problem immediately, they did notHer concerns were not importantShe is not completely satisfied with the service. The loss prevention manager stated that she was still tracking the item after many conversationsFinally, she said to fill out a claim formThe loss prevention manager was told in the beginning that she could not afford additional insurance and was familiar with Ms. *** situation. The LP manager said she was still tracking the itemMs*** did not accept any settlementShe was sent an uncashed check. She called the LP manager back that the check was not acceptableThe LP manager referred her to Mayflower Corporate office She only gets a small amount a month from her social security and was being forced out of her home at the timeIn addition she was experiencing personal domestic safety concerns that added stress to her life at almost years oldThat trust was also broken when her destination was disclosed to outside parties that put her safety in dangerShe was told that no one was ever allowed to discuss a move and the truck's destination to anyoneThe driver disclosed this information to outside parties.Other items have gone missing and broken in her move that she has trouble dealing withAll she asks for is for her beloved picture backAt almost years old, she doesn't believe she is asking any more than what was promised and expected to herAll she asks for is her picture back and the memories it holdsIf that is not possible, the brothers of Dircks Mayflower needs to make things right for Ms*** and stand by their promise to her by compensating her for the stolen pictureThank you

We wholeheartedly apologize for the issues that arose during Ms*** moveDircks has revisited this move with all employees involved and actions have been taken to make sure issues like these never happen againI have attached documentation from Ms*** move that show her accepting Basic Valuation ($.60/pound) and a High Value Inventory form where no items were included or identified by the customer as "extraordinary value"As stated in the High Value Inventory Form, "Failure to identify such articles will result in limited carrier liability."We will continue monitoring shipments and looking for the customers picture, but I would like to again promise that this item was not stolen by a Dircks Moving & Logistics employeeThe settlement previously issued to Ms*** by our corporate office is the final settlement for any and all claims on the shipment

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***