Route 66 Moving and Storage Inc

Hello,I am writing this in response to a complaint filed by our client, *** ***, about a move we performed for him in July*** contacted us via phone for his initial contact, after which most of our communication took place via emailWhen the job was booked we spoke one last time on the
phone on 7/when he was verbally advised about insurance coverage and to read his DocuSign document carefully.When we work with clients, we advise them verbally and provide them with a general policies contract via DocuSign that goes over their options for insurance and valuation coverageWe strongly advise our clients to utilize either valuation coverage or movinginsurance.com to insure loads of significant value. I've copied some relevant segments from the Docusign, which I referenced client when he made this damage claim, belowPlease note I have abbreviated [...] where the rest of the document does not need to be includedPlease advise us if you would like a copy of the DocuSign document executed by the client:(COMPENSATION FOR LOST OR DAMAGED ITEMS)Even though we will do our best to protect all of your belongings, there is always a small chance of something being damaged during the move due to the nature of the moving process in generalThere are two types of moving valuation protection we may provideNote that moving companies can not sell insurance policiesInstead they provide Moving Valuation Protection which limits their liability for damaged and lost itemsYou may always get insurance for your items through your insurance agentCheck if your home owner's or renter's insurance covers damages during the moveSome of our clients use www.movinginsurance.com[...] (FULL VALUE PROTECTION (FVP))With the valuation option, if any article is lost, destroyed, or damaged while in our hands, we at own discretion offer to do one ot the following for each item:Repair the itemReplace with a similar itemMake a cash settlement for the cost of repair or the current market replacement value[...](BASIC COVERAGE) This option is FREE and offers only minimal protection at no additional costClaims for loss or damage are based on the item's weight multiplied by $per poundUnless you request Full Value Protection or get insurance coverage from a third party, al of your shipment will be valued at $20,In case of a dresser (pounds) gets damaged, moving companies would only pay x $= $towards cost of repairs.(CLAIMS) Route Moving and Storage shall not be liable for any loss or damage, unless a claim is made in writing by mail supported by proof of ownership, together with substation of value, and weight[...](TIGHT SPACES)If an item being moved is large compared with the hallway, doorway, stairs, elevators or similar it is being moved through, Route Moving and Storage will notify the customer that damage may resultIf the customer agrees, Route Moving and Storage will be as careful as possible, but is not responsible if any damage does not occur to that item or walls, door frames, and the likeIf customer does not agree, Route Moving and Storage will not move that item.All of the above clauses were initialed by the client and signed for at the endIn addition to our phone conversation and DocuSign, he also chose the '$per pound' option on the Bill of Lading, a formal document given to him at the beginning of the moveHe initialed and signed this form acknowledging he did not desire additional insurance or valuation coverageThis is a total of separate times that he was advised of our liability and his options for coverage.*** contacted me via telephone days after his move was completed regarding his damage claimI told him I would speak with our team and requested photographs of any damage.The team advised me that many of the items in the unit were in poor condition and seemed in general scuffed and scratched upThey also told me that the client insisted his treadmill be transported which would not fit into the elevatorPer our policy, our team advised the client that this item would not be able to be moved into the elevator without possible damageThe client was insistent that we move this item intact and without disassemblyHe was concerned about the item being broken down.His dresser was legitimately damaged by us when it was being wrapped - too much weight was put on two of the legs.After speaking with the team and reviewing the photographs provided by the client, we:Waived the need to have the claim submitted in writing via mail.Advised him that he had been offered multiple coverage options, and he chose $0.60/lb.Offered a check for an amount double the amount of our liability(His damaged items weighed about 200lbs total, or a refund of $- we offered $240)The client replied that neither him or anyone he knew would use our service in the future, but in no way attempted to negotiate for further recompense, perhaps because he understood we had already exceeded our liability by doubleSince July 20th we have heard nothing from him.I appreciate your time and energy in addressing this situation with myself and the client

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
The company has dealt with the initial overchargingThey also don’t answer emails and have not addressed the missing boxes or damage done to our possessions that is about thousand dollars in total due to their reckless handelong of our personal otems
Regards,
*** ***

Hello,The customer has filed the claim for the damaged and missing itemsThe claim is being processed based on the valuation option the customer chose.The customer is staying in touch with the office via the email.Thanks,***

Horrible company,stay away from them if you want to have your staff delivered in one piece

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be...

satisfactory to me.  However, as of Friday p.m., September 22, I have not yet received  the check that was to be mailed on September 18, per response from Route 66 Moving and Storage.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello,Sorry about the delay. The price was increased due to the customer increasing amount of furniture and boxes. The cubic footage went up twice as much as it was estimated. The household goods were delivered and the customer has paid $5,000 which she thought was reasonable due to additional...

furniture and boxes.We are still investigating the issue and will keep the customer posted with our conclusion.Thanks,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is untrue. The company would not deliver my things without me paying $5000 and was holding my property hostage threatening to not deliver. I did have two additional items however there were things that we listed on the packing list that I DID NOT have such as a washer and dryer.  The moving truck was less than half full and not to the top   I have photos.  I also have photos of damages that inquired due to neglamce. My husband had a 1500 gun safe which appears to have been dropped. The outsid has damages as well as the lock was broken off and we have been told it cannot be repaire by 2 different company’s. Additannly we had a peice of art that was $750 not even warped came off the truck damaged. This is just the beginning of the list. We are also missing boxes  this company not only did not honor their original contract but also lost and damaged much of our property 
Regards,
[redacted]

Hi [redacted], We are sorry about the delay with the second reimbursement check. We are issuing the check for $122.00 today! Thanks,[redacted]

I've have moved within the SoCal area several times in the past 12 years, and each time was quite a hassle. If your anything like me, you are willing to pay a little extra for quality service, but as with most places there is no guarantee you will get that.
Not the case with Route 66 Moving. The last 2 moves I did I used Route 66, and from the moment I called they were assisting me with everything from understanding their moving policies to figuring out that pesky double drive time I always seem to forget about.
[redacted] was my personal sales rep and he even followed up with me when I needed to reschedule my move, which was super helpful since closing escrow always seem to be an adventure of its own.
The movers were phenomenal. If I remember correctly their names were [redacted], [redacted] and [redacted]. Great guys who worked hard with no complaints.
Overall I give them an A+ rating and would definitely recommend them to others