R and G Pump Service

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 after my comments My comments: I further reiterate, Stevens Van Lines is not being truthful in their business practice of unloading personal property upon delivery; again they know their crews will not wait for every single item to be unpacked and inspected while on the delivery location - this process would be far too lengthy and unreasonable therefore it is not done, period As a matter of fact, crews become very agitated when delayed and only make matters more uncomfortable when you slow them down just to unpack your valuable items; this is just impossible to do all items and Stevens is aware of this It is perfectly acceptable to claim damage later discovered after all items have been inspected when there is ample time to do so This is why you general have days to file a claim with the company This was the case with the futon which was fully dis-assembled and packed (covered in paper and cardboard) when unloaded This was an item not needed for immediate use therefore the damage was not discovered until weeks later when final packing was completed - this item we are still disputing and seek payment in addition to the $for the china cabinet We will waive the chair claim as settled Of note, when we inquired about instructions for the damage claim form and pointed out we were not finished unpacking everything a Stevens employee, Pam, told us that was okay to submit our initial claim and we would be able to add items as needed on a separate claimStevens can say we signed all they want.......at the time of signature all damage found at that time had been notedThere is typically more damaged discovered when all packing is complete This is our eighth move and we are well acquainted with procedures for moving as well as for filing claims I find it almost comical that Stevens is insisting that we inspect and UNPACK every item prior to Stevens leaving our property We have never encountered this before And this would never have been acceptable to the unloading crew We will not negotiate down something that we are entitled to that was damaged while in their care and it is shameful they have treated us this way therefore we are seeking the proper settlement for everything but the chair which I'm willing to concede since I'm not fully sure this damaged was caused during the move; for all others, I am! Regards, [redacted] Stevens Van Lines comments:We are in receipt of the Revdex.com complaint filed by [redacted] and have reviewed the file and find the documentation and information as follows: On 7/25/13, [redacted] Moving and Storage, Inc picked up and stored [redacted] belongings on a local bill of lading prior to Stevens involvement Stevens Worldwide Van Lines is not liable for any loss or damage that occurred during the packing, loading and storage that occurred prior to 5/1/and our involvement on On 5/4/15, we delivered [redacted] belongings to his residence in [redacted] ** The inventories [redacted] signed give a warning above the signature line that states “WARNING before signing check shipment, count item and describe loss or damage in space on the right above.” Exceptions were to a china cabinet, table base, [redacted] dryer and Mirror On 5/26/15, when the claim was submitted for damage to several items The damage claimed to the china cabinet stated that it was noted on pack out for storage We have contacted Dale JCook Moving and Storage and we have agreed to pay for the repair cost to the china cabinet on their behalf Stevens will issue a check in the amount of $which is the full amount of the repair cost from the estimate from the local repair company of [redacted] We respectfully maintain our denial of inventory number dining room chair as the endorsed inventories note this item to have a chip front left leg, stained soiled arm, chip left arm, scratched rubbed rear leg, scratched rubbed front right leg The damage that is claimed of chip/gouge off base of leg is consistent with the pre-existing damage noted on the endorsed inventories There were no exceptions noted at the time of delivery to establish this item changed condition during our handling There were no exceptions noted at the time of delivery for the futon to establish it changed condition during our handling The first notice that the leg was chipped was days after this item left our care, custody and control, therefore we respectfully maintain our denial of liability We apologized for any difficulties and dissatisfaction [redacted] may have had and will issue the check in the amount of $as stated above We trust this response will allow you to close this case Sincerely, Stevens Worldwide Van Lines

Response to Revdex.com Case# [redacted] We are in receipt of the Revdex.com complaint filed by [redacted] under ID # [redacted] on 03/11/On 2/26/16, we received claim forms from Ms [redacted] for damages and inconvenience from the relocation with Stevens Van Lines that took place from 4/22/15-5/4/from Florida to KentuckyConsumers are required to file their claims within months of delivery of a shipment (see attached- this is found on the back of the Bill of Lading in Section 6)This information can also be found and verified on the Federal Motor Carrier Safety Administration websiteThe customer was also advised of us this specifically in July when we sent the initial claim forms (see attached email) We also sent additional claim forms in January 2016, but never received a completed claim form until after the deadlineThis claim needed to be filed in writing with us by 2/4/to be within the month time frame, therefore, we had to respectfully deny liability as the claim was not submitted within the months required by lawWe have advised Ms [redacted] if she disagrees with the claim settlement that she may pursue arbitrationThis is the next step of the process and we have provided this information to herIn regards to items left behind at origin, the customer was advised by our booking agent that items in the attic must be brought down The packers will not go into the attic for items In addition, Ms [redacted] realtor signed off on everything at origin as the releasing agentWe apologize for any difficulties and dissatisfaction Ms [redacted] has had with this move and trust that this response will allow you to close this caseSincerely, Stevens Worldwide Van Lines

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 Regards, [redacted] I was promised a call and never received itThe sales manager was rude, borderline nasty, on the phoneI am still waiting for the callI think National should contact meThat is good customer serviceI did finally receive a claim form

Response to Revdex.com Complaint [redacted] We have contacted the local office and stressed the importance of the manager returning the call if this was promised to the customer They contended that a call was not promised and the salesperson had apologized and addressed the concerns We have advised the local office management team they need to reach out to you and bring closure to this matter You should be getting a return call from their manager Carmen in the Cleveland office to address your concerns To reach our headquarters regarding customer service issues, the best number to call is the Customer Service Advocate line 1-888-860- and the appropriate email would be [email protected] We are not disputing your attempts to call or email the Saginaw office, but not showing any record of receiving the messages A claim form was most recently mailed out in response to your last complaint (confirmed by Claims manager) and that is the avenue you will need to take in regards to items that were broken or lostThe number to call in regards to claims issues or to follon is 1-800-765-ext [redacted] Sincerely, Stevens Worldwide Van Lines

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.I have reviewed the response from Stevens Movers and feel that they have not attempted in any way to resolve my complaint and make any efforts to adjust the full price of I was charged, which has already been paid in full by meAn additional bill of roughly $in extra fuel charges was sent to me and payment has been made by me on that as wellAs far as I'm concerned, I have done my best to go above and beyond to accommodate Stevens and their extra charges, lack of professionalism, hesitation and lack of customer service, contract breaches and carelessnessPlease keep in mind neither Stevens nor [redacted] have attempted to contact me regarding this matter in any way other than to mail me a claim formI am eagerly awaiting to hear from an adjuster and a member of their team to hopefully reach a solutionNo doubt you will hear from other concerned customers as well in the future as I work with many people who move frequently for our line of work and I am encouraging every one of them to reconsider using other moving companies in the future through a newsletter that circulates through every FAA facility in the countryThis is a newsletter I help edit every month that draws a tremendous amount of business towards companies that have proven track records for superior customer serviceStevens will not make this list unfortunately 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 Regards, [redacted]

We have received the Revdex.com complaint filed by [redacted] under complaint ID of [redacted] We have reviewed the claim and file and find as follows: In MrM [redacted] response he states that he was not provided the option of full coverage On 10/21/15, MrM [redacted] was provided and signed and estimate order for service which outlined the options and cost for valuation (please see attached) When the shipment loaded on 11/3/15, [redacted] chose and signed for the valuation on his shipment to be at basic valuation of $per pound per article On 11/11/15, our Cleveland office received a call from the M [redacted] stating that they do not wish to have valuation for the shipment as they were having their homeowners insurance cover their goodsStevens settled the claim based on the contract terms and the selected valuation that was chosen by the M [redacted] for this shipment and storageAgain, we apologize for any dissatisfaction MrM [redacted] may have experience and trust this response will able to you to close this matter in regards to StevensSincerely, Stevens Worldwide Van Lines

Response to Revdex.com Complaint# *** We are in receipt of the Revdex.com Complaint filed by *** *** under ID# *** on 7/31/We have reviewed the file and find the documentation and information as follows: In regards to the damaged items, a claim form was emailed to the customer on
7/7/16. On 7/31/16, Mr*** submitted a cargo claim for his reported damages and the claim is being processed as contractedWe received the completed claim form for damages in the amount of $2,and it has been assigned to an adjusterIssues involving moving and storage loss and damage must be handled thru the carrier’s Claims departmentFederal Transportation laws dictates how such disputes must be handled, and prohibits the payment of a claim by the carrier until all charges have been paid. Any chargeback activity would interfere with this processIn regards to the request for an additional adjustment for the customer service issues, we are reviewing with both our Agent ** *** and our Operations team to get more information to see if any adjustments can be made towards customer satisfactionWe will notify the customer once a decision is reachedWe again apologize for any difficulties and dissatisfaction Mr*** and his family encountered during this process and trust this response will allow you to close the caseSincerely, Stevens Worldwide Van Lines

We have received the Revdex.com complaint filed by *** *** under complaint ID of *** We have reviewed the claim and file and find as follows: On 5/1/15, prior to moving, Mrand Mrs*** was provided and signed a “Notice to Customers Regarding Inventories, Exceptions, and
Disclosures of High Value items” form. This document details the importance of their requirement to review the condition of the property before and after moving. It states that at the time of delivery, it is important for them to take the time to note any damages or loss that occurred to her goods while in our care, custody and controlOn 6/5/15, we delivered Mrs***s belongings to her residence in *** ***, CA. The inventories Mr*** signed give a warning above the signature line that states “WARNING before signing check shipment, count item and describe loss or damage in space on the right above.” The signed Uniform Household Goods Bill of Lading & Freight Bill which states in the delivery acknowledgement that the “shipment was received in apparent good condition except as noted on the inventory and services ordered were performed.” There were notations made to a dresser, footboard, dining table and a missing ladder at the time of deliveryOn 2/29/16, which is days after delivery and these items leaving our care, custody and control, a claim was submitted for damages to a dresser, footboard, dining table, bookcase, dining chair and flat screen TV. We compensated Mrand Mrs*** for the dresser, footboard and denied the other itemsOn 3/7/16, we which after months from delivery, a second claim was filed for the missing ladder. We denied this claim as Federal Law requires that a claim must be filed in writing within months from the date of delivery. The claim for the missing ladder was not filed timely, as required by lawIn review of the claim, we will allow for the $for the damage to the dining room table legs, as this was noted at the time of delivery and was filed timely. We will send this check out via US mail on 5/17/16. We must respectfully maintain our denial of liability for the dining chair as the chair is listed to have pre-existing damage of scratched, which is consistent with the damage this is now being claimed. In additional there were no notations at the time of delivery that the chair changed condition during our handling or evidence that the damage occurred due to our handling. We must respectfully maintain our denial of liability for the bookcase and Television as there were no notations at the time of delivery that these items changed condition during our handling or evidence that the damages claimed are a our result of our handling. The first notices of these damages were days after they left our care, custody and controlAgain, we apologize for any dissatisfaction Mrs*** may have experience and trust this response will able to you to close this matter in regards to Stevens

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.Their claim that I was "given and offer for full coverage" is false. I was never given a price for that option nor was the release of liability of .60/pound explained at the time of the estimate. We were "steered" towards that option and now I understand why. In their initial response letter (attached) they mention obtaining estimates to "repair or replace" the items, which is absolutely garbage as they had no intentions of doing either as they steer their customers to sign this release which allows them to offer pennies on the dollar for negligent damage to people’s property. I have already posted warnings to other potential customers about this practice on Angie's List and plan to post on other review sites as I consider this an unethical business practice and not acceptable
Regards,
*** ***

We are in receipt of the Revdex.com
complaint filed by *** *** and have reviewed the file and find the
documentation and information as follows:
On 7/25/13, *** ** *** Moving
and Storage, Inc. picked up and stored *** *** belongings on a local bill of lading prior to Stevens
involvement. Stevens Worldwide Van Lines is not liable
for any loss or damage that occurred during the packing, loading and storage
that occurred prior to 5/1/and our involvement on
On 5/4/15, we delivered *** *** belongings to his residence in *** **. The inventories *** ***
signed give a warning above the signature line that states “WARNING before
signing check shipment, count item and describe loss or damage in space on the
right above.” Exceptions were to a china cabinet, table base, ***
dryer and Mirror
On 5/26/15, when the claim was
submitted for damage to several items. The
damage claimed to the china cabinet stated that it was noted on pack out for
storage. We have contacted *** ** ***
Moving and Storage and we have agreed to pay for the repair cost to the china
cabinet on their behalf. Stevens will
issue a check in the amount of $which is the full amount of the repair
cost from the estimate from the local repair company of *** ***.
We respectfully maintain our denial
of inventory number dining room chair as the endorsed inventories note this
item to have a chip front left leg, stained soiled arm, chip left arm, scratched
rubbed rear leg, scratched rubbed front right leg. The damage that is claimed of chip/gouge off
base of leg is consistent with the pre-existing damage noted on the endorsed
inventories There were no exceptions
noted at the time of delivery to establish this item changed condition during
our handling
There were no exceptions noted at
the time of delivery for the futon to establish it changed condition during our
handling. The first notice that the leg
was chipped was days after this item left our care, custody and control,
therefore we respectfully maintain our denial of liability.
We apologized for any
difficulties and dissatisfaction *** *** may have had and will issue the
check in the amount of $as stated above. We trust this response will allow you to
close this case.
Sincerely,
Stevens Worldwide Van Lines

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 after my comments
My comments:
I further reiterate, Stevens Van Lines is not being truthful in their business
practice of unloading personal property upon delivery; again they know their
crews will not wait for every single item to be unpacked and inspected while on
the delivery location - this process would be far too lengthy and unreasonable
therefore it is not done, period. As a matter of fact, crews become very
agitated when delayed and only make matters more uncomfortable when you slow
them down just to unpack your valuable items; this is just impossible to do all
items and Stevens is aware of this. It is perfectly acceptable to claim
damage later discovered after all items have been inspected when there is ample
time to do so. This is why you general
have days to file a claim with the company. This was the case with the
futon which was fully dis-assembled and packed (covered in paper and cardboard)
when unloaded. This was an item not needed for immediate use therefore
the damage was not discovered until weeks later when final packing was
completed - this item we are still disputing and seek payment in addition to
the $for the china cabinet. We will waive the chair claim as
settled
Of note, when we inquired about instructions for the damage claim form and
pointed out we were not finished unpacking everything a Stevens employee, Pam,
told us that was okay to submit our initial claim and we would be able to add
items as needed on a separate claimStevens can say we signed all they
want.......at the time of signature all damage found at that time had been
notedThere is typically more damaged discovered when all packing is complete
This is our eighth move and we are well
acquainted with procedures for moving as well as for filing claims. I find it almost comical that Stevens is
insisting that we inspect and UNPACK every item prior to Stevens leaving our
property. We have never encountered this
before. And this would never have been acceptable
to the unloading crew
We will not negotiate down something that we are entitled to that was damaged
while in their care and it is shameful they have treated us this way therefore
we are seeking the proper settlement for everything but the chair which I'm
willing to concede since I'm not fully sure this damaged was caused during the
move; for all others, I am!
Regards,
*** ***
Stevens Van Lines comments:We are in receipt of the Revdex.com
complaint filed by *** *** and have reviewed the file and find the
documentation and information as follows:
On 7/25/13, *** ** *** Moving
and Storage, Inc. picked up and stored *** *** belongings on a local bill of lading prior to Stevens involvement. Stevens Worldwide Van Lines is not liable
for any loss or damage that occurred during the packing, loading and storage
that occurred prior to 5/1/and our involvement on
On 5/4/15, we delivered *** *** belongings to his residence in *** **. The inventories *** ***
signed give a warning above the signature line that states “WARNING before
signing check shipment, count item and describe loss or damage in space on the
right above.” Exceptions were to a china cabinet, table base, *** dryer and Mirror
On 5/26/15, when the claim was
submitted for damage to several items. The
damage claimed to the china cabinet stated that it was noted on pack out for
storage. We have contacted Dale JCook
Moving and Storage and we have agreed to pay for the repair cost to the china
cabinet on their behalf. Stevens will
issue a check in the amount of $which is the full amount of the repair
cost from the estimate from the local repair company of *** ***.
We respectfully maintain our denial
of inventory number dining room chair as the endorsed inventories note this
item to have a chip front left leg, stained soiled arm, chip left arm, scratched
rubbed rear leg, scratched rubbed front right leg. The damage that is claimed of chip/gouge off
base of leg is consistent with the pre-existing damage noted on the endorsed
inventories There were no exceptions
noted at the time of delivery to establish this item changed condition during
our handling
There were no exceptions noted at
the time of delivery for the futon to establish it changed condition during our
handling. The first notice that the leg
was chipped was days after this item left our care, custody and control,
therefore we respectfully maintain our denial of liability.
We apologized for any
difficulties and dissatisfaction *** *** may have had and will issue the
check in the amount of $as stated above. We trust this response will allow you to
close this case.
Sincerely,
Stevens Worldwide Van Lines

Response to Revdex.com Complaint *** We are in receipt of the consumer complaint filed by *** *** under ID number ***We have reviewed the complaint and find as follows for the concerns/issues indicated: Issue#Inconveniences caused by Stevens being days late were mostly unreimbursed
Unfortunately delays can happen in the moving industry for a variety of reasons and delay claims do occur. In the brochure “Your Rights and Responsibilities When You Move” provided to the customer when she signed the attached Estimate/Order for Service. It explains under the heading Delay Claims, “Delay claims are processed when you have contracted with your mover for guaranteed service for pickup and delivery.” It also adds your mover will outline any penalty or per diem entitlements when there is a pickup delay and/or delivery delayThe Estimate/Order for Service explains the per diem entitlement on page which was acknowledged both by Ms*** and Mr*** While we acknowledge the delay in delivery, Ms*** did not have out of pocket expenses that qualified for reimbursement as a result of the delayInconvenience claims are only paid for actual out of pocket expenses for 100% of hotel expense cost and 50% of meals up to a maximum of $per day and supported by receipts per the enclosed signed copy of the order for service contractMs*** filed an inconvenience claim for not being able to golf or fly fish during the time to deliver this shipment. We have apologized for this inconvenience and have allowed a $goodwill settlement for this inconvenienceWe also allowed an additional $to be offset from the account back on October 5, as a goodwill gesture(attached) Issue#Unreimbursed for most damaged goods, damaged goods were estimated to be about $2500+; we were reimbursed $263. We transported Ms***’s goods from Castle Rock, CO to Kalispell, MT. There were no items noted at delivery as damaged during the transportation. The Inventory lists were signed off on by Mr*** without any exceptions noted. There is a Warning right above where the customer signs on the Inventory list advising (before signing check shipment, count items and describe loss or damage in space on the right above) We issued compensation for the possible loss and damages that occurred during our handling of this shipment and the aforementioned goodwill gesture for the delay in delivery. Please see the attached Claim Settlement for both claimsIssue #Stevens’s poor communication with the customerCustomer was notified of a service delay in the shipment delivery. Ms*** spoke to Stevens personnel on 8/8/and was advised of the delay in deliveryWe again apologize for the delay of delivery on this shipment and dissatisfaction Ms*** may have had. We trust this response will allow you to close this case. Sincerely, Stevens Worldwide Van Lines

We are in receipt of the response filed by *** ***
under ID *** We have reviewed the
response and find as follows:
We understand the difficulties that occur during delivery
and the time it takes to review itemsWe understand that many of the items are
moved or arranged after delivery and after the items have left our care,
custody and control. Due to these reason
it is extremely important to note any damage that is clear and visible at that
time of delivery to establish that damage occurred during our handling. We also acknowledge that there may be damage
that is concealed or packed and that would not be clear and visible at the time
of delivery and we take those cases into consideration
There is no clear evidence that the chip to the futon
occurred during our handling of this shipment.
However, in the interest of the settlement of this claim and as a
customer service gesture, we will allow the full cost of repair quoted by
*** *** of $35.00.
Attached is a copy of the check for $for the china
cabinet and a copy of the check for $as describe above. These checks will be sent out via US Mail on
8/6/
Again, we apologize for any dissatisfaction that *** ***
may have and trust this response will resolve this claim

Response to Revdex.com Complaint# *** We are in receipt of the 2nd Revdex.com Complaint filed by *** *** under ID# *** on 8/9/We are actively dealing with the aforementioned issues and complaints through our claims and customer service protocolsWe have attempted to reach out to the customer and will be working towards a resolutionStevens respectfully requests that this case be closed as we feel a resolution cannot be reached through this method of communicationWe again apologize for any difficulties and dissatisfaction Mr*** and his family encountered during this process and trust this response will allow you to close the caseSincerely, Stevens Worldwide Van Lines

Response to Revdex.com
Complaint [redacted]
We have contacted the local office and stressed the
importance of the manager returning the call if this was promised to the
customer.  They contended that a call was
not promised and the salesperson had apologized and addressed the concerns.  We have advised the local office management
team they need to reach out to you and bring closure to this matter.  You should be getting a return call from their
manager Carmen in the Cleveland office to address your concerns.
To reach our headquarters regarding customer service issues,
the best number to call is the Customer Service Advocate line 1-888-860-4566
and the appropriate email would be [email protected].
We are not disputing your attempts to call or email the Saginaw office, but not
showing any record of receiving the messages. 
A claim form was most recently mailed out in response to
your last complaint (confirmed by Claims manager) and that is the avenue you will
need to take in regards to items that were broken or lost. The number to call
in regards to claims issues or to follow-up on is 1-800-765-3836 ext. [redacted]
Sincerely,
Stevens Worldwide Van Lines

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.
Regards,
[redacted]

Good Afternoon, To clarify, the responses were restating the customer's statement or issue that they were mostly "unreimbursed" on their inconvenience claims.  We did not say that they were mostly reimbursed and then we explained that they did not provide out of pocket expenses that qualified for reimbursement as a result of the delay. Inconvenient claims are only paid for actual out of pocket expenses for 100% of hotel expense cost and 50% of meals up to a maximum of $125 per day and supported by receipts. The statement regarding Stevens Van Lines overriding a [redacted] law is false and without merit.  It is true that they had the right to file a claim and they did file a claim within the 9 month timeframe.  Are they saying its [redacted] law that they be compensated because they filed a claim within 9 months?  This argument would indicate that everyone who files a claim within 9 month should be compensated whether the claims are legitimate or not. The Claims were reviewed, settled, and an explanation was given for the claims that were denied.  As explained in the [redacted] Your Rights and Responsibilities When You Move cited by the customer, the mover has 120 days to provide a disposition and we provided one in less than 30 days. For example, the clothes dryer we denied liability because we were not made aware of the claimed damage until we received their claim form on 10/29/15.  This was more than 2 months after the goods were in the care and custody of Stevens Van Lines, but while this item was in use in their residence.  It is the customer’s responsibility to note any damage to the item on the inventory list at the time of delivery.  This was also addressed in our responses and with the previous attached claims settlements stating the reasons for denial. We provided the customer with information regarding the federally mandated Arbitration program.  The ([redacted]) [redacted] and [redacted] Dispute Settlement Program.  We advised this information can also be found on their website: [redacted] under Advocacy-Compliance-Arbitration Program. There is an administrative fee that is split between the consumer and the Mover.  The Consumer fee is $300 if the claim is $10,000 or less.   Attached is the brochure with more detail on the program.  We hope this further input will allow you to close the case. Sincerely, Stevens Worldwide Van Lines

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

Response to Revdex.com Case# [redacted] We are in receipt of the Revdex.com complaint filed by [redacted] under ID #[redacted] on 03/11/2014. On 2/26/16, we received claim forms from Ms. [redacted] for damages and inconvenience from the relocation with Stevens Van Lines that took place from 4/22/15-5/4/15 from...

Florida to Kentucky. Consumers are required to file their claims within 9 months of delivery of a shipment (see attached- this is found on the back of the Bill of Lading in Section 6). This information can also be found and verified on the Federal Motor Carrier Safety Administration website. The customer was also advised of us this specifically in July 2015 when we sent the initial claim forms (see attached email).  We also sent additional claim forms in January 2016, but never received a completed claim form until after the deadline. This claim needed to be filed in writing with us by 2/4/16 to be within the 9 month time frame, therefore, we had to respectfully deny liability as the claim was not submitted within the 9 months required by law. We have advised Ms. [redacted] if she disagrees with the claim settlement that she may pursue arbitration. This is the next step of the process and we have provided this information to her. In regards to items left behind at origin, the customer was advised by our booking agent that items in the attic must be brought down.  The packers will not go into the attic for items.  In addition, Ms. [redacted] realtor signed off on everything at origin as the releasing agent. We apologize for any difficulties and dissatisfaction Ms. [redacted] has had with this move and trust that this response will allow you to close this case. Sincerely, Stevens Worldwide Van Lines