Reynolds Transfer & Storage, Inc.

*** from Reynolds Transfer and Storage contacted me last week to discuss the complaint and the damage claim I filed with ReynoldsShe apologized for the customer service issues I experienced and agreed to send me payment for the entire damage claimI received the checks for the damage claim via certified mail on Friday.I consider this a satisfactory resolution to the complaint I filedIs there anything additional that you need me to do regarding the complaint?Thanks very much for your help!*** ***

Thank you for the opportunity to respond to these concernsWhen setting up the move, the customer did not order the marble table-top to be uncrated, and because she did not want to pay anything additional for the service, the service was not renderedThe customer chose the paper claim process
rather than the electronic claim processHer initial claim was partially settled, and a settlement check and letter was sentThe customer still had concerns, so we reviewed the claim again and offered a second settlement, which she acceptedEach check was accompanied by a letter indicating that once the checks were deposited, the matter would be considered settledBoth the first and second settlement checks were mailed using the USPS because of the decision to file a paper claim We were not able to accept the entire claim because the items included showed age and many decades of useA scratch on an already distressed item is not considered a legitimate claim When the customer requested a second review of the claim, we responded within three daysThe second settlement check was mailed around the holidays, when USPS is overwhelmedUnfortunately, we were reliant on USPS.We strive to provide excellent service to every customer, and always address concerns that arise

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.]
Regards,
*** ***

I "bought" transportation of household goods from Wisconsin to Arizona. The contract had a window for delivery. 2 pieces of that delivery were not delivered for approx 29 days after the delivery window. The pick up date and so I presume the purchase date was February 25th 2016

Thank you for the...

opportunity to respond to these concerns. Unfortunately, while transporting this load, two containers slid onto another customer’s stack of boxes. The boxes were then delivered to the other customer. This error was not noticed by our driver and nor either of the two customers, until later. Fortunately, after several phone calls to various other clients that were moved on the truck at the same time, we were able to locate the two missing items. The other client was willing to help as we coordinated the re-packing and shipping of the two boxes, and so we were able to deliver the boxes to the proper location.We hope the client will accept our sincere apology for the mistake of delivering his two items to the wrong location.  We also hope the client will see that we explored every available resource to locate the missing items and ship them to him as quickly as possible. Because this order fell under United Van Lines tariff UVL1, the contract states that the delay claim of $100 per day is only applicable if the majority of a shipment is delivered beyond the last day of the contract.  All cargo claims in dispute were, per policy, handled by the corporate offices of United Van Lines, not the agent (Reynolds Transfer).Again, we hope that the client accepts our apology for the delay.

"We apologize again for the customer’s dissatisfaction, and for the errors that led to the missing boxes. We did everything we could to remedy the situation, and regret that the third-party packers did not properly pack the box when finally delivered.United Van Lines has paid the customer $580 to remedy this claim, which fully refunds his damage claims."

Review: I have had several customer service-related problems with the handling of my move by Reynolds Transfer & Storage (agent for United Van Lines), including:

1) During the estimate process [redacted] of Reynolds Transfer and I discussed an already crated marble top for an antique dresser. The marble top was crated for my last long-distance move and when it arrived checked for damage, then left in the crate because the dresser was to be kept in a storage closet. I explained that after this move I would want the marble taken out of the crate and placed on the dresser in my new home. [redacted] assured me that this would be no problem. I asked if the crate needed to be opened up before the move and he said it did not. When my household goods were delivered on 8/6/15, the delivery team told me that they could not remove the marble from the crate – that a specialist would do that. The move coordinator informed me on 8/7/15 that this was not part of my order and that Reynolds Transfer would not arrange this. The only explanation I received for this discrepancy was that [redacted] could not remember discussing it. [redacted] said that he could “not recall the crate or marble top” because he performs “hundreds of visual surveys every year.” He refused to take any further action and I incurred an additional cost of $95.00 to hire another company to come to my home and uncrate the marble.

2) Several items were damaged during the move: a) The backing of a large painting packed by the Reynolds Transfer crew was torn. b) The wood on the leg of a dresser was split when the crew removed the casters from the dresser – the dresser will no longer stand on casters due to this damage. c) Several pieces of furniture (a desk, a bookcase, a filing cabinet and an armoire) had spots of damage where the finish was scratched or rubbed off. The places where the damage occurred were all soiled with a light colored dirt/dust and I discovered the damage when I cleaned off the dirt. Many of the boxes were also delivered with this type of soiling.

3) I notified the move coordinator, [redacted], about this damage and she sent me a claim form to request payment to repair the damage. She instructed me to return the form to her and said that Reynolds Transfer would decide whether to pay the claim directly or to forward it to United Van Lines. I completed the form and returned it to her on 11/4/15 along with photographs of the damage. On 12/3/15, I received a letter denying payment for everything other than the painting. This letter stated that the other damage was pre-existing and noted on the inventory form. (The painting was the only item that had no notes on the inventory form). I called Ms. [redacted] to point out that the damage noted on the inventory form was in a different location and of a different type than the damage I included on the claim form. She agreed that the claim warranted another look and told me that the next step in the process was to contact [redacted] and ask him to review the claim again.

I emailed [redacted] on 12/4/15 to request he review the claim. His response was that Reynolds Transfer “disagree” with the claim and I should file it with United Van Lines. I asked him to clarify a) what he disagreed with and b) why I would now file with United when the move coordinator had told me to send the claim to her and that Reynolds Transfer would forward it if appropriate. In my email I included a table detailing the difference between the claim I filed and the inventory notes. [redacted] did not respond.

(Note: I also contacted United Van Lines to ask them if I should file the claim with them even though I already filed it with Reynolds Transfer. United Van Lines claim center told me that no, I should not file the claim both places. The representative told me that if there was still a disagreement after the claim process with Reynolds Transfer had been completed, then I could write a letter to United Van Lines claim department asking for arbitration; however, I am still waiting for payment of the reviewed claim from Reynolds Transfer).

[redacted] had still not responded by 12/15/15, so I followed up again via email. He did not respond, but on 12/16/15 I finally reached [redacted] by phone and he agreed to review the claim within the next couple of days. He responded via email on 12/18/15 saying that he was denying the claim for everything except the painting and the dresser because he believes the damage to the bookcase, file cabinet, armoire and desk are “normal wear” to these items. This completely ignores that the damage in all of these cases was covered by similar dirt/dust. As I explained to [redacted] when we spoke, I did not file a claim for anything that I wasn't absolutely sure happened during transport. It strikes me as an unbelievable coincidence that the soiling on this furniture just happened to occur in the same location as pre-existing “normal wear”. I estimate it will cost at least $380 to repair the damage that Reynolds has refused on the claim.

5) On 12/20/15 I emailed [redacted] to ask when I could expect payment for the accepted portion of the claim. He did not respond. I had to follow up again before I received a response on 12/29/15. [redacted] informed me that the check request had been sent, but that he did not know when it was or would be paid. On 1/6/16 I had not yet received payment, so I followed up asking again for a time frame for payment or someone I could contact to find out when payment would be sent. [redacted] refused to give me a time frame or to refer me to someone who could answer the question. It is standard to ask and have answered questions about the timing of payments owed – his refusal to provide any information is unreasonable. I have still not received payment. I would like to know when I will receive payment so that I can arrange to have these items repaired.

6) After I signed my contract, General Manager [redacted] (who also completed my estimate), has been consistently poor with communication and customer service. He has not responded timely to inquiries and has often not responded at all unless asked repeatedly. When he didn't know the answer to a question, he didn't take the initiative to find out nor did he refer me to someone who did know the answer, rather he sidestepped the issue or avoided responding altogether. He hasn't taken any responsibility for problems encountered during the move and has been an obstruction to resolving issues.Desired Settlement: Reimbursement of $95.00 paid to uncrate marble top for dresser.

Immediate payment of full damage claim.

Business

Response:

Thank you for the opportunity to respond to these concerns. When setting up the move, the customer did not order the marble table-top to be uncrated, and because she did not want to pay anything additional for the service, the service was not rendered. The customer chose the paper claim process rather than the electronic claim process. Her initial claim was partially settled, and a settlement check and letter was sent. The customer still had concerns, so we reviewed the claim again and offered a second settlement, which she accepted. Each check was accompanied by a letter indicating that once the checks were deposited, the matter would be considered settled. Both the first and second settlement checks were mailed using the USPS because of the decision to file a paper claim. We were not able to accept the entire claim because the items included showed age and many decades of use. A scratch on an already distressed item is not considered a legitimate claim. When the customer requested a second review of the claim, we responded within three days. The second settlement check was mailed around the holidays, when USPS is overwhelmed. Unfortunately, we were reliant on USPS.We strive to provide excellent service to every customer, and always address concerns that arise.

Consumer

Response:

[redacted] from Reynolds Transfer and Storage contacted me last week to discuss the complaint and the damage claim I filed with Reynolds. She apologized for the customer service issues I experienced and agreed to send me payment for the entire damage claim. I received the checks for the damage claim via certified mail on Friday.