Renasant Bank

First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services Increase in the price / loss & damage: All of these complaints can and MUST be addressed through the claims process; as required by Federal Regulations On 11/21/the customer registered to file a claim through our 3rd party claims company *** [redacted] sent the customer their login credentials and assigned the customer a claim id # of [redacted] on the very same day The customer tried to submit their claim on the 21st, but [redacted] identified some technical errors which would cause the customer’s claim to be automatically denied Therefore, they released the claim back to the customer to make the applicable corrections and resubmit The customer successfully submitted their claim on 11/29/ Since this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process For further assistance with filing claims the customer may contact [redacted] directly at [redacted] or via email at [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have received and reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me They were very prompt in dealing with the matter and I appreciate their attention Regards, [redacted]

The total cubic feet the customer was charged for was cubic feet This is only Cubic feet more than what was estimated (not 50% nor is it fraud!) Due to the fact that we use the moving software which is based upon the AMSA weight guide, it is only accounting for basic furniture Everyone’s furniture is differentSometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loadedThe movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have Every person’s move is differentSimilar to asking your realtor to show you bedroom homes, bedroom homes may range in size from square feet up to 2,square feet However, some of the smaller homes may properly accommodate your items better than the larger homes due to their layout being more compatible with your needs The movers cannot determine how items will fit into the truck until they are able to take a full review of the entire shipment and they will then calculate how they will stack items inside the tractor trailer When a customer has many fragile or many odd shaped items that cannot be stacked as tall vertically, then their shipment must be spread out horizontally for safe transit and will occupy more space in the tractor trailer; thus, resulting in additional volume in the tractor trailer and additional charges This has absolutely nothing to do with “fraud” or “inefficient packing” So, yes between dead air space and how items fit into the tractor trailer, 25% difference is possible And, as we stated, the customer could focus their energy on trying to reach an amicable resolution to their concerns by filing a claim Instead of doing this, they continue to focus on continuing their complaint Going back and forth is not going to resolve anything If the customer proves to [redacted] through the claims process that we overcharged them, [redacted] will advise us and we will pay any overages back to the customer If the customer would do some research about CFR (the Carmack Amendment) they would find that the 1st attempt to reach an agreement is reserved for the carrier and only the carrier Therefore, the customer must first address their complaints through the claims process If the customer chooses to obtain an attorney (who will gladly take the money and make promises) they would possibly get to court and then the judge would ask them if they filed a claim If the answer is “no” the judge will then send the customer back to start all over again with filing a claim The customer agreed to these terms and conditions as listed on the face and the back of the Bill of Lading which is the legal and binding contract that governs this move They must file a claim if they have any concerns about loss, damage, delay, overcharge, or general service complaints We regret that the customer felt the need to continue their complaint with the Revdex.com We trust that the above explanation enables then to better understand our position on these mattersThe total cubic feet the customer was charged for was cubic feet This is only Cubic feet more than what was estimated (not 50% nor is it fraud!) Due to the fact that we use the moving software which is based upon the AMSA weight guide, it is only accounting for basic furniture Everyone’s furniture is differentSometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loadedThe movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have Every person’s move is differentSimilar to asking your realtor to show you bedroom homes, bedroom homes may range in size from square feet up to 2,square feet However, some of the smaller homes may properly accommodate your items better than the larger homes due to their layout being more compatible with your needs The movers cannot determine how items will fit into the truck until they are able to take a full review of the entire shipment and they will then calculate how they will stack items inside the tractor trailer When a customer has many fragile or many odd shaped items that cannot be stacked as tall vertically, then their shipment must be spread out horizontally for safe transit and will occupy more space in the tractor trailer; thus, resulting in additional volume in the tractor trailer and additional charges This has absolutely nothing to do with “fraud” or “inefficient packing” So, yes between dead air space and how items fit into the tractor trailer, 25% difference is possible And, as we stated, the customer could focus their energy on trying to reach an amicable resolution to their concerns by filing a claim Instead of doing this, they continue to focus on continuing their complaint Going back and forth is not going to resolve anything If the customer proves to [redacted] through the claims process that we overcharged them, [redacted] will advise us and we will pay any overages back to the customer If the customer would do some research about CFR (the Carmack Amendment) they would find that the 1st attempt to reach an agreement is reserved for the carrier and only the carrier Therefore, the customer must first address their complaints through the claims process If the customer chooses to obtain an attorney (who will gladly take the money and make promises) they would possibly get to court and then the judge would ask them if they filed a claim If the answer is “no” the judge will then send the customer back to start all over again with filing a claim The customer agreed to these terms and conditions as listed on the face and the back of the Bill of Lading which is the legal and binding contract that governs this move They must file a claim if they have any concerns about loss, damage, delay, overcharge, or general service complaints We regret that the customer felt the need to continue their complaint with the Revdex.com We trust that the above explanation enables then to better understand our position on these matters

We would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services.We would like inform you that [redacted] *** is not an insurance company and the customer’s claim filed is not an insurance claim [redacted] is a 3rd party claims companyAny liability for loss, damage, delay, payment of claim, any/all portions of move or claim are solely those of the moving company who performs their move Per federal regulations, all movers must offer levels of liabilityIT IS NOT INSURANCEThe Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower; but this protection is expensive and must be paid for in addition to the cost of the move.The Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of chargeWith that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $per pound per article in order to enjoy lower rates for their move The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that optionTherefore, the mover’s liability in case of negligence is limited to $per pound per article as dictated on the governing Bill of Lading, signed and agreed upon the customer Further, compensation is only due when we are found negligent and when evidence of mishandling of household goods is proven and legally documentedThe customer’s claim was reviewed and our legal liability, based upon the CUSTOMER’S selected valuation coverage, was determined We offered the customer a settlementLike auto insurance, the customer cannot expect to have damages compensated for full coverage or the value of your vehicle if they had selected and paid for the minimum liability.We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

First, we would like to apologize for any inconvenience that the customer may have experienced It is never our intention for our customers to be less than satisfied with our services.The customer submitted her information in order to get a quote for her upcoming move Our sales
representative helped the customer and they agreed upon all the arrangements The customer provided a deposit and the move was transferred to dispatch to get the move incorporated into a route which best met the customer’s needs However, the customer decided to cancel March 6th The employee that she corresponded with did not have the proper authorization (or ability) to refund the deposit at that time Like any business, there needs to be management approval in order to deduct any funds (refund or otherwise)The customer became extremely impatient and immediately began filing all kinds of complaints Even threatening to file a police report (they may have actually filed one?)Our management did not understand what the problem was and did reach out to the customer to find out why she immediately became so aggressive The manager was out of the office, with no access to the office telephone, so they used their personal cell considering the urgency of the situationOur manager simply wanted to know if there was a problem with our sales representative, was there a problem with the price, or what could cause this customer to cancel her services and cause such a fuss Ultimately, once we got the proper approval and the specific instructions on how we must perform a refund, we refunded the customer her deposit Unfortunately, the customer just jumped the gun and made assumptions about our intentionsHonestly, we just wanted to know what happened to change her mind; we would have liked an explanation

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I feel that they said all the things that would be an appropriate response to the complaintsA claim will be finalizedI do not want compensation for the damaged itemsI do, however want my items in the warehouse returned to me so that I can fix them myselfThe supervisor said he would look into it, but I have not gotten a response.
Regards,
*** ***

Per our conversation with the customer yesterday, we had confirmed that the shipment was leaving our warehouse and was en route to ***Also we explained our delivery schedule which was e-signed and agreed to for the mileageThe mileage of miles falls between 5001-milesThe customer
understood and thanked Moving Pro for the updatesAlso our employees were at the pickup which we can provide payroll for specifying the job number and each employee name. Delivery Schedules:Your delivery will be scheduled as follows:Ø0-miles - 0-business daysØ501-miles - 1-business daysØ1001-miles - 2-business daysØ1501-miles - 3-business daysPlease note that your delivery will begin calculating from the first date YOU report on our “Long Distance Information Form” which you will complete at the time of pick up

Complaint: ***
I am rejecting this response because:I made the request on March 5, to cancel the reservation. NOT March 6, 2018. I am under no obligation to provide a reason for my desire to cancel. Moving Pros has no legal right to the details of my personal life. After Moving Pros insisted that I speak to the owner personally on the phone as the ONLY way to receive a refund, a receipt was provided without speaking directly to the ownerThere was no reason that I had to be subject to additional insult from this company after their sales representative had already insulted and hung up on me when I refused to go into details as to why I wanted to cancel and why I was frustrated with the cancelation process.Moving Pros lied to me regarding the cancelation process. I was told by customer service that only sales had the power to cancel. Sales told me that only the cancelation department could cancel. When I tried to reach the cancelation department I was informed that there is no such thing as a cancelation department and only the sales department could cancel my reservation. Without filing complaints against this company I was going to be talked in circles until my reservation cancelation window closed and I'd lose the deposit. Any consumer passed around and lied to would have become agitated. I simply refuse to allow a company to treat me with such disrespect. The instant I sent the emails to a law firm I have on retainer and we spoke briefly on the phone, they told me that the only way to get my money back from a company like Moving Pros was file formal complaints and possibly file a police report. Prior to filing the complaint with the Attorney General I called to confirm that I was indeed justified in my concern. They agreed that when a company passes you around regarding a time sensitive refund, file a complaint. My complaints were justified and carried out in a responsible manner
Regards,
*** ***

We have emailed *** in response to the Revdex.com complaint advising we will be sending the payment and apologizing for the lack of communication from Claim Service International to us as well as the customer

Thank you for providing the information regarding this issueWe will open an investigation into the matterDue to privacy concerns, we will communicate
our findings directly with our customer

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We would like to encourage the customer to file a claim with our 3rd party claims company ***
Compensation will be provided based upon our legal liability through the claims processWe contacted *** to have them initiate a claim file to allow you to file a proper claim as required by the law. On 09/29/the customer was emailed the info to file a claim and up to date no claim has been received. Please, if the customer has questions or concerns about the claim filing process they may reach out to *** directly at 8*** Monday through Friday 9am - 12pm and then 1pm - 5pm (EST). If the customer prefers to email you may reach them at *** We hope to offer resolution through the claims process. We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** *** *** I will contact *** again and will wait for day responce

First, we would like to apologize for any inconvenience the customer has endured during the moveIt is never our intention that customers will have a less than satisfying experienceBinding Estimate: A “Binding” estimate is an estimate which binding on both the customers and the carriers.
Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosedHowever, if the services originally requested change and more items are requested to be shipped and more services are requested to be performed by the movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be servicedWeight based estimates do not require a weight ticket since they are binding and will not change per the weight ticketUnderestimate: Our sales representative are trained professionals who spend relentless hours to attempt to collect the necessary information from the customers so that they can not only offer an estimate that fits the customer’s budget, but also communicate their needs to dispatch officeDispatch will attempt to prepare the routes to accommodate all shipments and their owners’ special needsUnfortunately, we are dependent on the information provided by the customers and their ability to best describe their shipments, schedules, geographic conditions and budgetsThis requires accuracy on both parties, customers and service providersNo Compensation w/o Claim: No compensation can be offered for lost or damaged items unless a proper claim is filed in writing with CSIYou may contact CSI directly for further assistance *** or online at *** Gesture of Good Faith”: As A Gesture of good faith the customer was offered $to show that we wish to work together with them to resolve these issues customer refused the offer and filed a Revdex.com complaintWe regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. The customer is upset saying they were overcharged. While we do not see that the customer
was overcharged, we offered the customer substantial discounts which totaled $However, the customer refused our offer. Since the customer and Moving Pro cannot come to an amicable agreement outside of the claims process, we have requested that our neutral, 3rd party claims company *** investigate this matter. We have provided *** our copies of the required documentation for this move. If we have inadvertently overcharged the customer *** will identify the overcharge and advise us. We will refund any unjustified overages directly to the customer. We regret that the customer felt the need to file a complaint with the Revdex.com. We trust that the above explanation enables them to better understand our position on these matters

Complaint: ***
I am rejecting this response because: Your settlement offer is INSULTING, RUDE, and VERY POOR CUSTOMER SERVICE! I will NOT accept your penniless, pennies on your pound dollar settlementMy settlement offer is $2,for ALL of MY personal property damage that was destroyed, broken, dented, smashed, disintegrated.I am going to post my thoughts, complaints, and review of Moving Pro of Passiac, NJ., warning other potential clients of your VERY POOR Service on every social media website, and with moving season approaching you are going to lose more business than my settlement offer!Here is a sample of my postings going on all the social media websites:Moving Pro is the WORST moving company on the east coastI moved/retired from *** to *** and they “destroyed, broke, dented, smashed, disintegrated,” all of my personal property for a total damage cost of $2,I have NOT settled my case which has been going on for months.I am WARNING YOU! DO NOT DO ANY BUSINESS WITH THIS COMPANY!!!!!!I am NOT settling my case with their penniless offerI want FULL compensation for all of my personal property they damage “destroyed, broke, dented, smashed, disintegrated,”!!!!!
Regards,
*** ***

First, we would like to apologize for any inconvenience that the customer felt she has endured. The customer submitted her information requesting quotes for her upcoming moveOur sales representative reached out to her in attempts to assist the customer and obtain her
business. Since the customer DID pick up the phone and then the line disconnected, the representative did not know if there was trouble with the connection therefore kept trying to reach out to the customer. The representative was sincerely under the impression that the customer wanted to speak with him about their move which is why he continued to call - hoping one time the line would stay connected. Unfortunately, his intentions were misunderstood. Then, once they finally communicated via text, the customer expressed to our rep how she perceived the callsObviously taken by surprise, our rep then reacted to the customer's upset texts when they should have just apologized and ceased communication. We regret the customer felt that they sustained such unacceptable behavior of our representativeOur company policy provides for disciplinary action when such a complaint is received by a customerThe matter has been addressed by management. The customer will not be contacted again. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints The owner has been notified about the customer's concerns and the customer will not be contacted againThe representative

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We would like to encourage the customer to file a claim for their complaints. We have
contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. The customer was sent login information on 10/27/in order to file a claim onlineThe claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaintAll the above can and must be compensated through the claims process as required by federal regulationsSince this move was an interstate move it is governed by federal regulations which allows up to days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process. For further assistance with filing claims the customer may contact CSI directly at *** or via email at *** Please provide Claim ID *** when contacting CSI

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. Binding Estimate: A “Binding” estimate is an estimate which binding on both the customers and the carriers. ...

Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. However, if the services originally requested change and more items are requested to be shipped and more services are requested to be performed by the movers, then a new Revised Binding Estimate must be issued to include the additional goods and services requested to be serviced. Weight based estimates do not require a weight ticket since they are binding and will not change per the weight ticket.Revised Binding Estimate: Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.Valuation Options: Per federal regulations, the carrier must offer to levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge.CSI’s role explanation: [redacted]) is not an insurance company and the customer’s claim filed is not an insurance claim.  [redacted] is a 3rd party claims company hired by movers nationwide to determine the movers’ legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.Lengthy Claims Process: The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.  ...

First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.    Increase in the price / loss & damage:  All of these complaints can and MUST be...

addressed through the claims process; as required by Federal Regulations.  On 11/21/16 the customer registered to file a claim through our 3rd party claims company [redacted].  [redacted] sent the customer their login credentials and assigned the customer a claim id # of [redacted] on the very same day.  The customer tried to submit their claim on the 21st, but [redacted] identified some technical errors which would cause the customer’s claim to be automatically denied.  Therefore, they released the claim back to the customer to make the applicable corrections and resubmit.  The customer successfully submitted their claim on 11/29/16.  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim.  We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.   For further assistance with filing claims the customer may contact [redacted] directly at [redacted] or via email at [redacted]

The total cubic feet the customer was charged for was 500 cubic feet.  This is only 100 Cubic feet more than what was estimated (not 50% nor is it fraud!).  Due to the fact that we use the moving software which is based upon the AMSA weight guide, it is only accounting for basic furniture.  Everyone’s furniture is different. Sometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loaded. The movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have.  Every person’s move is different. Similar to asking your realtor to show you 3 bedroom homes, 3 bedroom homes may range in size from 750 square feet up to 2,400 square feet.  However, some of the smaller homes may properly accommodate your items better than the larger homes due to their layout being more compatible with your needs.  The movers cannot determine how items will fit into the truck until they are able to take a full review of the entire shipment and they will then calculate how they will stack items inside the tractor trailer.  When a customer has many fragile or many odd shaped items that cannot be stacked as tall vertically, then their shipment must be spread out horizontally for safe transit and will occupy more space in the tractor trailer; thus, resulting in additional volume in the tractor trailer and additional charges.  This has absolutely nothing to do with “fraud” or “inefficient packing”.  So, yes between dead air space and how items fit into the tractor trailer, 25% difference is possible.    And, as we stated, the customer could focus their energy on trying to reach an amicable resolution to their concerns by filing a claim.  Instead of doing this, they continue to focus on continuing their complaint.  Going back and forth is not going to resolve anything.  If the customer proves to [redacted] through the claims process that we overcharged them, [redacted] will advise us and we will pay any overages back to the customer.    If the customer would do some research about CFR 49  370.3 (the Carmack Amendment) they would find that the 1st attempt to reach an agreement is reserved for the carrier and only the carrier.  Therefore, the customer must first address their complaints through the claims process.  If the customer chooses to obtain an attorney (who will gladly take the money and make promises) they would possibly get to court and then the judge would ask them if they filed a claim.  If the answer is “no” the judge will then send the customer back to start all over again with filing a claim.  The customer agreed to these terms and conditions as listed on the face and the back of the Bill of Lading which is the legal and binding contract that governs this move.  They must file a claim if they have any concerns about loss, damage, delay, overcharge, or general service complaints.    We regret that the customer felt the need to continue their complaint with the Revdex.com.  We trust that the above explanation enables then to better understand our position on these matters. The total cubic feet the customer was charged for was 500 cubic feet.  This is only 100 Cubic feet more than what was estimated (not 50% nor is it fraud!).  Due to the fact that we use the moving software which is based upon the AMSA weight guide, it is only accounting for basic furniture.  Everyone’s furniture is different. Sometimes customers’ items prematurely fill the space they had reserved before the entire inventory listed on the original estimate is loaded. The movers cannot predict how every customer’s items will be shaped, how many odd, bulky, or fragile items that each move will have.  Every person’s move is different. Similar to asking your realtor to show you 3 bedroom homes, 3 bedroom homes may range in size from 750 square feet up to 2,400 square feet.  However, some of the smaller homes may properly accommodate your items better than the larger homes due to their layout being more compatible with your needs.  The movers cannot determine how items will fit into the truck until they are able to take a full review of the entire shipment and they will then calculate how they will stack items inside the tractor trailer.  When a customer has many fragile or many odd shaped items that cannot be stacked as tall vertically, then their shipment must be spread out horizontally for safe transit and will occupy more space in the tractor trailer; thus, resulting in additional volume in the tractor trailer and additional charges.  This has absolutely nothing to do with “fraud” or “inefficient packing”.  So, yes between dead air space and how items fit into the tractor trailer, 25% difference is possible.    And, as we stated, the customer could focus their energy on trying to reach an amicable resolution to their concerns by filing a claim.  Instead of doing this, they continue to focus on continuing their complaint.  Going back and forth is not going to resolve anything.  If the customer proves to [redacted] through the claims process that we overcharged them, [redacted] will advise us and we will pay any overages back to the customer.    If the customer would do some research about CFR 49  370.3 (the Carmack Amendment) they would find that the 1st attempt to reach an agreement is reserved for the carrier and only the carrier.  Therefore, the customer must first address their complaints through the claims process.  If the customer chooses to obtain an attorney (who will gladly take the money and make promises) they would possibly get to court and then the judge would ask them if they filed a claim.  If the answer is “no” the judge will then send the customer back to start all over again with filing a claim.  The customer agreed to these terms and conditions as listed on the face and the back of the Bill of Lading which is the legal and binding contract that governs this move.  They must file a claim if they have any concerns about loss, damage, delay, overcharge, or general service complaints.    We regret that the customer felt the need to continue their complaint with the Revdex.com.  We trust that the above explanation enables then to better understand our position on these matters.