Renasant Bank

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 company. Any 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 2 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; but this protection is expensive and must be paid for in addition to the cost of the move.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. With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 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 option. Therefore, the mover’s liability in case of negligence is limited to $0.60 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 documented. The customer’s claim was reviewed and our legal liability, based upon the CUSTOMER’S selected valuation coverage, was determined.  We offered the customer a settlement. Like 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.

Complaint: [redacted]
I am rejecting this response because:
Somehow, the only time I did receive communication from the business was AFTER I had contacted to Revdex.com. Once this was done, the business DID communicate with me on a timely manner and respect for me as a customer. This I do NOT find acceptable.  They should be doing this continuously. Instead of complaining that they work too hard and don't have time. I work very hard for my belongs as well. Communication that they fired the sales contact with whom I signed my contract ALSO would have been appreciated instead of being "transferred" to a dial tone.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Moving Pro earned my business because Mitch said the same truck that picked me up would drive straight down to [redacted] that I would not have my stuff offloaded & loaded on to another truck, that my move would be contained to the President's Day weekend. This is all verbal contract, and Moving Pro says they record all phone calls; this should be easily confirmed. Only after they had my business signed to them did this change; in fact, it did not change until after my stuff was loaded on the truck and the moving team drove off with my stuff.
Is Moving Pro actually suggesting they are so inefficient in packing to have 50% dead space when they charge customers by cubic feet? They didn't seem to have this problem on delivery when my stuff was jammed on a truck with other peoples' stuff (as promised it would NOT), my bed damaged thanks to being moved upright & jammed against the door, my bike wheel separated & likewise jammed between the door (see attached). 10% may be understandable, 50% is fraud, plain & simple.Mitch plainly said I could request a change from cubic feet to weight at any time. Before signing my contract, I requested to measure in weight.I would encourage Revdex.com to follow up with the US DOT/FMCSA (Complaint ID: [redacted]) in their investigation.Moving Pro won my business for $1400, charged me nearly $500 more in erroneous charges while costing me additional time & income, then (after the DOT complaint) offered $300 to drop my complaints. If this doesn't reek of fraud, I'd blow your nose then give it all another whiff.I would request Revdex.com make plainly clear to potential future customers reading this on their website that Moving Pro is a fraud, and I have looked vigorously into filing claim in court, pending a satisfactory resolution.
Regards,
[redacted]

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.  Delivery Date:  Per our Estimate and Bill of Lading governing this move, we have up to 21...

business days from the customer's chosen first available date to deliver the shipment.  Although we work very hard to meet our customer’s requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Everything describing our services is listed in writing on the Estimate as well as the Revised Estimate, the ORder for Service,  and the BIll of Lading.  Customer even initialed next to this terms specifically on the Revised Estimate.  There should not have been any confusion.  However, misunderstandings happen; for that, we do apologize.  Movers at Delivery: We regret the customer felt that they sustained such unacceptable behavior of our foreman and/or crew.  Our company policy provides for disciplinary action when such a complaint is received by a customer.  The matter has been addressed by management.  We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaintsWe encourage our customer to file a claim with our 3rd party claims company [redacted] Compensation will be provided based upon our legal liability through the claims process. We contacted [redacted] to have them initiate a claim file to allow the customer to file a proper claim as required by the law.  On 03/09/18 they were emailed the info to file a claim and up to date no claim has been received.  Please, if there are questions or concerns about the claim filing process our customer may reach out to [redacted] directly at [redacted] Monday through Friday 9am - 5pm (EST).  If you prefer to email you may reach them at [redacted]  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.    Delay Delivery: The customer was asked what the date will be the first available date they will...

be ready for delivery.  The customer stated 02/14/16.  From that date, we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes.  Everything that was agreed upon is in writing.  The customer signed that they read and understood this information.   Increase:  Despite the actual cubic feet occupied by the items, there will always be dead air space which is the space from the top of each item to the ceiling or the space between the items.  This is unavoidable and is the reason for the additional 100 cubic feet causing the actual increase in the price.    Cubic Feet vs Pounds:  There is no requirement that each interstate move has to be calculated and charged by the pounds.  When purchasing a move you are purchasing the reservation of space on the tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer’s shipment.  This software has a list of the most common basic, standard household items household items and their estimated weight.  This guide is derived from the American Moving & Storage Association’s (AMSA) Standard Weight Guide.  **Movers also use the number “7” to convert from weight to cubic feet and vice versa.  Weight divided by the number “7” = the approximate cubic feet the shipment will take.  Cubic feet multiplied by the number “7” will give an approximate weight for a shipment.  While this may not be 100% accurate it is the normal universal method to convert for household goods carriers. Binding estimates as clearly indicated in their name, whether based on cubic feet or weight are binding on both the customers and the company. Such estimates if based on weight do not require a weight ticket since they are binding. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate.  The revising of an estimate must be due to a change of order which results in a change of charges.  Weighing shipment and adjusting the prices accordingly is only an option with a non- binding estimate.   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.

[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]