Regency Moving And Storage

August 25, Dear [redacted] , We are always disturbed when we hear from your office and we try to be quick to answer any complaint that our company may receive Our company’s success is based upon customer satisfaction We hope this letter will show that we have a fundamental difference in regards to the facts of this complaint I will attempt to explain our situation in this letter in the hopes you can see that we do not feel that [redacted] deserves any compensation in regards to a mistake that may occurred BEFORE we even arrived on site for the move Included in this letter are the basic facts of the case as we understand them We did receive a call from [redacted] , about an issue at their move We then spoke to Darwin (our crew chief/driver) on site When asked about the printer and the ink, Darwin was shocked because he noticed the ink (on the rug) first, made a correct moving decision (to protect the company's interest) to point out the ink and improper packing to [redacted] immediately upon finding the spilled ink [redacted] (at that time) agreed with Darwin, and even blamed 'himself' for the miscue Cliff K [redacted] Sr., did call [redacted] back and said that we would of course take care of any issues [redacted] regarding the move (obviously if it was found to be our fault) After a few phone calls (back and forth) to both [redacted] and a bewildered Darwin, we thought it best to complete the move and interview Darwin in person (We did tell [redacted] that upon cursory phone interview with Darwin, it sounded like he (and the Regency Crew) were not responsible But we would complete the move and do a more thorough investigation/interview of Darwin in personThe next morning, CK Srdid follow up with Darwin And again, Darwin was adamant about the fact that he was first to the box AND showed the issue to [redacted] , and that [redacted] ADMITTED THE ERROR We even went so far as saying to Darwin, that we had no issues if a mistake occurred, we just wanted to know the FACTS He again, repeated that facts (as stated above) and would not change his story, because it was the truth(His exact words) Darwin has been with Regency for about years, he is a church going, God-fearing individual, that has always showed a penchant for honesty above and beyond the mover.Upon collecting the details from Darwin, we decided as a company, that we would not be responsible for an error that occurred in the packing process of the customer (WE DID NOT PACK THE CUSTOMER) Darwin even noted that the printer did not fit in the box selected by the customer, which could have lead to the damage and leaking of the cartridge That fact was corroborated in every conversation with the [redacted] 's, admitting that the printer was not in its original box, but set in such a way that it was NOT completely packed safely away and ready to be moved We called [redacted] and informed her of our decision as a company As you can probably figure (by this Revdex.com complaint) she was not happy with our decision.If you have any other questions, please don’t hesitate to contact this officeWe apologize for any inconvenience, and hope that an objective, third party, can see how Regency is not at fault in regards to this particular incident Sincerely,E.CKRegency Moving and Storage [redacted] We have been in the moving business for years (1989) Over the years, we have had our share of move related problems We have surely damaged furniture, mistakenly driven on a yard, made holes in walls, scraped hardwood floors, etc We know we employ human beings and we understand (and take responsibility for) any issues that occur during the move that our employees may make We stand by our work, period We have never 'fired' an employee for any such a mistake and we have created a workplace that is understanding to the fact that moving is a difficult undertaking We want to learn from our mistakes (not cover them up)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:1) it does not reflect the true facts of the case (See attached statement from *** ***.)2) it does not address the actions taken by Regency personnel that caused damage beyond the damage to the carpet (see attached photos of ink trail, printer and garage)3) it fails to address the various procedural mistakes made by the crew including:
not covering our carpets with protective plastic,
not contacting the customer immediately upon discovering any "unusual circumstance" (contract terms),
deciding to move a damaged item independently and without customer's consent
I further take issue with MrK***'s statement the a mistake "may have occurred BEFORE we even arrived on site for the move." The spill is in the middle of the floor and none of our household goods were in this area. All the items to be moved were along the wall, as could be attested by another Regency crew that moved some of our household items to storage weeks earlier on July 29. In order for a spill to have happened where it did, the box was moved and incorrectly handled by someone on the August Regency crew. We welcome Revdex.com visiting our home to see the evidence
Regards,
*** ***

August 25, 2014
Dear [redacted],
We are always disturbed when we hear from your office and we
try to be quick to answer any complaint that our company may receive.  Our company’s success is based upon customer
satisfaction.  We hope this letter will
show that we have a...

fundamental difference in regards to the facts of this
complaint.   I will attempt to explain our situation in
this letter in the hopes you can see that we do not feel that [redacted]
deserves any compensation in regards to a mistake that may occurred BEFORE we
even arrived on site for the move.  
Included in this letter are the basic facts of the case as we understand
them.  We did receive a call from [redacted], about an issue at
their move.  We then spoke to Darwin (our
crew chief/driver) on site.  When asked
about the printer and the ink, Darwin was shocked because he noticed the ink
(on the rug) first, made a correct moving decision (to protect the company's
interest) to point out the ink and improper packing to [redacted] immediately
upon finding the spilled ink.  [redacted] (at that time) agreed with Darwin, and even blamed 'himself' for the
miscue.  Cliff K[redacted] Sr., did call [redacted] back and said that we would of course take care of any issues*
regarding the move (obviously if it was found to be our fault).  After a few phone calls (back and forth) to
both [redacted] and a bewildered Darwin, we thought it best to complete the
move and interview Darwin in person.  (We
did tell [redacted] that upon cursory phone interview with Darwin, it sounded
like he (and the Regency Crew) were not responsible.  But we would complete the move and do a more
thorough investigation/interview of Darwin in person. The next morning, CK Sr. did follow up with Darwin.  And again, Darwin was adamant about the fact
that he was first to the box AND showed the issue to [redacted], and that [redacted] ADMITTED THE ERROR.  We even went
so far as saying to Darwin, that we had no issues if a mistake occurred, we
just wanted to know the FACTS.  He again,
repeated that facts (as stated above) and would not change his story, because
it was the truth. (His exact words).  
Darwin has been with Regency for about 15 years, he is a church going,
God-fearing individual, that has always showed a penchant for honesty above and
beyond the normal mover.Upon collecting the details from Darwin, we decided as a
company, that we would not be responsible for an error that occurred in the
packing process of the customer.  (WE DID
NOT PACK THE CUSTOMER).  Darwin even
noted that the printer did not fit in the box selected by the customer, which
could have lead to the damage and leaking of the cartridge.  That fact was corroborated in every
conversation with the [redacted]'s, admitting that the printer was not in its
original box, but set in such a way that it was NOT completely packed safely
away and ready to be moved.  We called
[redacted] and informed her of our decision as a company.  As you can probably figure (by this Revdex.com
complaint) she was not happy with our decision.If you have any other questions, please don’t hesitate to
contact this office. We apologize for any inconvenience, and hope that an
objective, third party, can see how Regency is not at fault in regards to this
particular incident.  Sincerely,E.C. KRegency Moving and Storage* We have been in the moving business for 25 years.  (1989). 
Over the years, we have had our share of move related problems.  We have surely damaged furniture, mistakenly
driven on a yard, made holes in walls, scraped hardwood floors, etc.  We know we employ human beings and we
understand (and take responsibility for) any issues that occur during the move
that our employees may make.  We stand by
our work, period.  We have never 'fired'
an employee for any such a mistake and we have created a workplace that is
understanding to the fact that moving is a difficult undertaking..  We want to learn from our mistakes (not cover
them up).

Review: On August 12 a moving crew from Regency Moving in the course of carrying our household goods from our residence in [redacted] mishandled a printer (by placing it upside down/on its side and possibly constraining it with a packing strap) and caused its ink cartridge to shatter. The ink from the cartridge spilled all over a new (5 month old) light-colored carpet. The stain is so severe that it cannot be removed. The printer was so damaged, it had to be thrown out.

The crew failed to 1) immediately stop, 2) contact the homeowners, and 3) bag the leaking printer. Instead, the printer was carried through our house to the garage. The box was placed on its side, and damage then resulted to the floor of our garage. When I became aware of this issue, I immediately tried to reach the company management. After three phone conversations where the owners assigned blame to us for this disaster, we were informed that they intended to bear no responsibility for the damages incurred.

Regency is relying on the word of its crew lead, who we do not believe was present during the actual event, i.e. other crew members actually made the error. The end of the printer box was supposed to be shrink wrapped. It was always HORIZONTAL.

I subsequently witnessed a crew member carrying fragile items in a crushed box on his back, just as I had told the company owner was occurring during our phone conversation The crew leader was present and saw that his staff had ignored the fragile markings on the box.

Nowhere in the contractual or printed materials of this company are customers told to remove ink cartridges. The owner insists this is liquid and prohibited from being handled by them. (!) Nowhere is a prohibition on ALL LIQUIDS stated. The company brochure lists a variety of liquids that Regency will not transport. These are "Alcoholic beverages, Paint, Flammables of any type, Propane tank." (The back of their contract states that gasoline and cleaning supplies are also excluded.)Desired Settlement: Regency needs to accept some level of responsibility for the actions of its crew. We have incurred expenses for carpet cleaning and replacement that would not otherwise have been incurred. The printer will need to be replaced.

The crew involved did not follow basic procedures. We know this because upon arrival at our new residence in [redacted], they immediately laid plastic over all of the carpeting. NO plastic was laid in any area of our [redacted] home despite torrential rain and the fact that the move involved three stories of items, and three carpeted areas. We also know that there is a better way to work because a different Regency crew had loaded most of our household goods for storage just 2 weeks earlier. They used dollies and covered all the flooring, and were communicative and helpful throughout the day. They did not carry items up from the basement through our house or use the kitchen door. They managed the whole process from our front door and basement door. Rarely was a back strap used, and certainly not for boxes.

There was no apology or fundamental professionalism in how the situation was handled. The crew spent the rest of the afternoon in close to complete silence . . . . The attitude of the owner, Cliff K[redacted], Jr. (but not his father) was hostile.

Business

Response:

August 25, 2014Dear [redacted],We are always disturbed when we hear from your office and we

try to be quick to answer any complaint that our company may receive. Our company’s success is based upon customer

satisfaction. We hope this letter will

show that we have a fundamental difference in regards to the facts of this

complaint. I will attempt to explain our situation in

this letter in the hopes you can see that we do not feel that [redacted]

deserves any compensation in regards to a mistake that may occurred BEFORE we

even arrived on site for the move.

Included in this letter are the basic facts of the case as we understand

them. We did receive a call from [redacted], about an issue at

their move. We then spoke to Darwin (our

crew chief/driver) on site. When asked

about the printer and the ink, Darwin was shocked because he noticed the ink

(on the rug) first, made a correct moving decision (to protect the company's

interest) to point out the ink and improper packing to [redacted] immediately

upon finding the spilled ink. [redacted] (at that time) agreed with Darwin, and even blamed 'himself' for the

miscue. Cliff K[redacted] Sr., did call [redacted] back and said that we would of course take care of any issues*

regarding the move (obviously if it was found to be our fault). After a few phone calls (back and forth) to

both [redacted] and a bewildered Darwin, we thought it best to complete the

move and interview Darwin in person. (We

did tell [redacted] that upon cursory phone interview with Darwin, it sounded

like he (and the Regency Crew) were not responsible. But we would complete the move and do a more

thorough investigation/interview of Darwin in person. The next morning, CK Sr. did follow up with Darwin. And again, Darwin was adamant about the fact

that he was first to the box AND showed the issue to [redacted], and that [redacted] ADMITTED THE ERROR. We even went

so far as saying to Darwin, that we had no issues if a mistake occurred, we

just wanted to know the FACTS. He again,

repeated that facts (as stated above) and would not change his story, because

it was the truth. (His exact words).

Darwin has been with Regency for about 15 years, he is a church going,

God-fearing individual, that has always showed a penchant for honesty above and

beyond the normal mover.Upon collecting the details from Darwin, we decided as a

company, that we would not be responsible for an error that occurred in the

packing process of the customer. (WE DID

NOT PACK THE CUSTOMER). Darwin even

noted that the printer did not fit in the box selected by the customer, which

could have lead to the damage and leaking of the cartridge. That fact was corroborated in every

conversation with the [redacted]'s, admitting that the printer was not in its

original box, but set in such a way that it was NOT completely packed safely

away and ready to be moved. We called

[redacted] and informed her of our decision as a company. As you can probably figure (by this Revdex.com

complaint) she was not happy with our decision.If you have any other questions, please don’t hesitate to

contact this office. We apologize for any inconvenience, and hope that an

objective, third party, can see how Regency is not at fault in regards to this

particular incident. Sincerely,E.C. KRegency Moving and Storage* We have been in the moving business for 25 years. (1989).

Over the years, we have had our share of move related problems. We have surely damaged furniture, mistakenly

driven on a yard, made holes in walls, scraped hardwood floors, etc. We know we employ human beings and we

understand (and take responsibility for) any issues that occur during the move

that our employees may make. We stand by

our work, period. We have never 'fired'

an employee for any such a mistake and we have created a workplace that is

understanding to the fact that moving is a difficult undertaking.. We want to learn from our mistakes (not cover

them up).

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

1) it does not reflect the true facts of the case (See attached statement from [redacted].)2) it does not address the actions taken by Regency personnel that caused damage beyond the damage to the carpet (see attached photos of ink trail, printer and garage)3) it fails to address the various procedural mistakes made by the crew including:not covering our carpets with protective plastic,not contacting the customer immediately upon discovering any "unusual circumstance" (contract terms), deciding to move a damaged item independently and without customer's consent.

I further take issue with Mr. K[redacted]'s statement the a mistake "may have occurred BEFORE we even arrived on site for the move." The spill is in the middle of the floor and none of our household goods were in this area. All the items to be moved were along the wall, as could be attested by another Regency crew that moved some of our household items to storage 2 weeks earlier on July 29. In order for a spill to have happened where it did, the box was moved and incorrectly handled by someone on the August 12 Regency crew. We welcome Revdex.com visiting our home to see the evidence.

Regards,

Business

Response:

Phone call from Mr. K[redacted] re: rebuttal response, he said they have no other response and stand on their first response. He also said they were working with insurance company to try and resolve the complaint.

Review: Regency moving moved us into our home on December 2. There was exessive damage done to our wood floors that were just sanded the week before. I called them the next morning to report the damage and was told to add it to our claim form. I did so and I did not hear back from them for several weeks. When I did call them and finally got someone on the phone I was told that they were denying that they weren't responsible for the floor. I told them that I have pictures from that night and I tried for a week every day to contact the owner to only be told that he was unavailable I did say that I was going to proceed with small claims court unless I heard from him. He called that afternoon and said that he would submit a claim to h insurance company. It took 5 weeks to get him on the phone. The insurance company is denying the claim because it said that the damage wasn't reported for 5 weeks. I am left with over 30 holes in my floor and no recourse.Desired Settlement: I want my floor fixed to the condition that it was the morning of the move!

Business

Response:

We already responded to this complaint on 2/8/13. Please see email response.

Regency Moving

NOTE: This was passed along to our insurance company and ALSO denied. They had a floor 'expert' come out to their home to access the damage. I believe he has been in the industry 25+ years (Floor industry) and he reported back to the insurance company that in his opinion the damage was NOT MOVE RELATED. (This supports our employees view that they did not Push, Drop, Move the bed to make over 30 spots of damage). The floor expert did mention that with that many damage areas, and in different spots, it looks a lot like someone was 'jumping on the bed'.