R and G Pump Service

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 Mr. M[redacted] response he states that he was not provided the option of full coverage.   On 10/21/15, Mr. M[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 $0.60 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 goods. Stevens settled the claim based on the contract terms and the selected valuation that was chosen by the M[redacted] for this shipment and storage. Again, we apologize for any dissatisfaction Mr. M[redacted] may have experience and trust this response will able to you to close this matter in regards to Stevens. Sincerely, Stevens Worldwide Van Lines

Response to Revdex.com Case#:  [redacted]
We are in receipt of the Revdex.com complaint filed by [redacted] regarding her move that took place on Thursday, July 16, 2015 and have
reviewed the file.
The customer alleges the crew was lazy, sloppy, missed
things that were pointed out multiple...

times, left cigarette butts and other
trash at both ends of the move, rushed the move in, broke a bed frame and did
not report it, and seemed to lose a box. 
However, for all these complaints and concerns, she managed
to tip the driver and his 3 additional crew members $80.00 each.  According to the driver’s account, the
customer was extremely happy that the crew beat the estimate that was provided
to her. They completed the job an hour earlier than the projected estimate so
it doesn’t appear lazy is an accurate description.   It also seems hard to believe that a customer
with this many issues would reward a moving crew with a substantial tip given
her complaints. She claims that she tipped the crew before discovering some
issues and a racist comment.  The driver
said the tip was received at the end of the move as normal and denies that any
racial comments were made.
According to our salesperson, he received a call from the
customer the day after the move (Friday, July 17, 2015) saying the driver
offered to pick up boxes when she finished unpacking.  He admitted he did not return her call right
away as the message did not appear to be time sensitive.  She called back the following Tuesday, July
20, 2015 and left a message.  The
salesperson returned the call within 20 minutes and had a lengthy conversation
with her.  At this time, we first of
learned of her complaints and it seemed to him that the story was fabricated or
at the very least exaggerated to get out of paying some of this bill for the
service provided. He maintains he never yelled at or threatened her and advised
she could file a claim for any damages.
She also mentions that the Sales Manager took (was offered
by her) items from her home when did estimate when “offered” and behaved horribly.
The salesperson said they had a great meeting during the initial walk thru; so
much so, she gave him 4 pictures for his son’s playroom. 
The salesperson apologized for the suspected damage and
maintains no racist remarks would have ever been said amongst the crew.  The driver has been working with this crew
for a minimum of 3 years and they have a great relationship.  They are for the most part a quiet professional
group with no history of incidents.
In our opinion, her case seems to lack credibility and
validity.  Her desired settlement:  to return calls, own problems, fix problems,
apologize and reduce bill significantly. As far as the customer service complaints,
her call was returned and the salesperson apologized for the suspected damage.  As far as fixing and owning the problems, she
can file a claim for any damages done to her goods or regarding a missing box
as explained by the salesperson.  Billing
was under estimate and no additional reduction will be given.
We apologize for any difficulties and dissatisfaction [redacted] may have had and trust this response will allow you to close this case.
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 especially take issue with the Stevens representative's last rebuttal where he/she stated: "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."Is that the intent of the [redacted] law to make sure consumers report all damages on the day of delivery (as Stevens has insisted in its past rebuttal remarks)?I thought these [redacted] regulations were suppose to protect the consumer from the type of situation in which my husband and I have found ourselves with our move employing Stevens' services.  It seems quite outrageous that we should be able to report all the damages done to our shipment the very day we receive it.  This, especially, after the terrible communication we had with them the previous two weeks over the whereabouts of, and then substantial lateness with, our delivery.  We were under great emotional distress and exhaustion over the anger and frustration in dealing with Stevens' apparent negligence in service and lack of respect toward us. We will ask a representative from the [redacted] regarding the regulation--its intent, and whether a business would have a right to spin (or mislead) a consumer regarding this law's meaning.
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.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 9071.79 I was charged, which has already been paid in full by me. An additional bill of roughly $60 in extra fuel charges was sent to me and payment has been made by me on that as well. As 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 carelessness. Please 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 form. I am eagerly awaiting to hear from an adjuster and a member of their team to hopefully reach a solution. No 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 country. This 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 service. Stevens will not make this list unfortunately.
Regards,
[redacted]

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] 1. The supervisor needs to make the call. There is no excuse for a call bring promised then not made based on one sided information provided by sales manager 2. I have witnesses to my requests re: cigarette buttes, etc.3. I called multiple numbers and submitted multiple email requests. My cell phone - the only phone I use - should suffice to prove that multiple calls were made and not returned4. I have not received claim form5. Sales manager can not understand that I provided a tip. First, I was raised that way. I tipped much less than I normally would have. Second, I did not discover cigarette butts at both locations until after I tipped6. I wonder what sales manager would say to supervisor if supervisor new he took items offered from my home before move7. I do not intend to drop this matter. The crew was lazy and did not follow simple requests re: cigarette butts; items were broken and lost; sales manager yelled at me and more or less hung up when he finally returned call; his supervisor never called as promised; my cell phone and email records will validate that I made multiple attempts to reach out

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 it. The sales manager was rude, borderline nasty, on the phone. I am still waiting for the call. I think National should contact me. That is good customer service. I did finally receive a claim form.

We have received the Revdex.com complaint filed by Jay M[redacted] under complaint ID [redacted] We have reviewed the claim and file and find as follows: On behalf of Stevens Worldwide Van Lines, we apologize for any dissatisfaction Mr. M[redacted] may have experience during this move. On 11/3/15, Mr. M[redacted]...

was provided an option of purchasing full valuation level for a nominal fee.   Mr. M[redacted] selected the free option of base rate of $0.60 per pound multiplied by the weight of the item (please see attached signed Bill of Lading). Mr. M[redacted] was compensated for the loss and damaged items per the terms and conditions of the contractual valuation that was selected by Mr. M[redacted]  Again, we apologized for any difficulties and dissatisfaction Mr.M[redacted] may have had and trust this response will allow you to close this case.   Sincerely, Stevens Worldwide Van Lines