S & M Moving Systems

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 The business created a quote draft to represent the cost of the second stop they refunded meThe extra stop fee was $according to the companyProviding a "Quote Draft" document is not acceptable, just more deceit by an unethically operated company Regards, [redacted]

our VP of Sales did send an apology letter to *** *** on July 10, 2014. He did advise *** *** that we were aware of his concerns and issues from the move and that they would be addressed with the department managers. He also advised that the coordinator on his move was no longer
with the company. S&M did pay for the overtime charges for *** ***'s household goods to be delivered on a Sunday even though his agreed upon delivery spread was up through Monday
We will be crediting back the extra stop to *** *** but it was not charged at the $that he claims. The extra stop charge is only $(please see attached)
Thank you
*** ***
CS Manager

Initial Business Response /* (1000, 11, 2015/07/22) */
Hello Revdex.com,
In reference to this Revdex.com complaintWe did move this customer and the shipment was 33% under the estimated weightWhen our sales person performed the physical survey for this estimate Mr*** was not presentMr***
was credited back $per hundred weight of the weight not shipped per the agreementHe had discussions with our Sales person, Customer service manager, General manager & Owner of S&M Moving SystemsWe explained the agreement and the credit to Mr*** multiple timesWe offered MR*** $as a goodwill gesture and he refusedHe escalated this to UVL the company we handle all of our interstate transportation through and their legal department came to the same conclusion that Mr*** was credited back the right amount per the agreement for the weight not transported
This was a binding estimateWhich means if the shipment goes over the weight estimated the customer only has to pay for the estimated weight and nothing moreIf the weight is under the customer is credited for the weight not shippedThis is the best option for our customers and this was the agreement this shipment was agreed to
Please see attached One page Estimate and signed Bill of lading
We did everything possible to make sure Mr*** was satisfied with our service and pricingPlease advise if you need anything else that will assist with our service rating with the Revdex.com
Initial Consumer Rebuttal /* (3000, 14, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the information provided by S&M Moving
Government regulations require that a mover provide a reasonable estimateConsidering that 2,lbs was already in storage at S&M, an estimate that is overstated by this magnitude is not what I would consider reasonable
Prior to engaging S&M in the fall of to place some of my belongings in storage, I asked the sales person, knowing that there would be a future move from my home, if he needed to visit my homeHe did not accept my suggestion
Prior to finalizing my household goods move, I provided the sales person with a detailed room by room list of what was to be movedIn fact, the amount of furniture to be moved was relatively minor compared to the contents of all the closets and cabinetsAll of the contents of the cabinets and closets were to be moved
In addition to the room by room list, I provided a link to my MLS listing that had pictures of the interior of my homeAlso, I offered to provide the sales person access to my BOX.net account which had pictures of most of our art work and some of our furniture
When the sales person finally visited my home, I had expected he would call with some questionsHe never did so I assumed he understood what would be moved
As a consumer, I relied on the moving company's expertise to correctly estimate the weight to be shipped
Finally, I was never given an option as to the type of estimateAll they provided was a binding estimate
In order to provide a MIDDLE GROUND offer, I would like to know, and have previously requested, what the estimated cost would have been for moving 9,lbsWithout that information, I cannot suggest a reasonable MIDDLE GROUND

Initial Business Response /* (1000, 9, 2015/11/03) */
Revdex.com,
In regards to the additional charges regarding this complaintThe original quote was estimated as a standard relocation where a tractor trailer is used to load and deliver the customers goodsUpon arrival to load this shipment
the driver could not get the tractor trailer into the complex because of access to load this shipmentThe driver contacted our customer service department to advise that he would need to rent a small truck to shuttle the customers goods to the tractor trailerThis is called a shuttle which is an additional costOur customer service department sent a new quote to the customer and advised the customer of these charges which the customer signed prior to the completion of loadingWe would never threaten a customer in regards to shipping their items back to originWe did advise the customer we would need to collect the additional charges for the shuttle prior to deliveryIf not paid we would hold it at the local agent in the area until the charges were paid
We value all of our customers perception and feedbackI have left a voicemail for this customer to contact me direct to discuss
_________________________________________
*** ***
General Manager
S & M Moving Systems

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.
The business created a quote draft to represent the cost of the second stop they refunded me. The extra stop fee was $150 according to the company. Providing a "Quote Draft" document is not acceptable, just more deceit by an unethically operated company.
Regards,
[redacted]

our VP of Sales did send an apology letter to [redacted] on July 10, 2014.  He did advise [redacted] that we were aware of his concerns and issues from the move and that they would be addressed with the department managers.  He also advised that the coordinator on his move was no longer...

with the company.  S&M did pay for the overtime charges for [redacted]'s household goods to be delivered on a Sunday even though his agreed upon delivery spread was up through Monday.

We will be crediting back the extra stop to [redacted] but it was not charged at the $150.00 that he claims.  The extra stop charge is only $45.34 (please see attached).

Thank you.

CS Manager

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.

The business created a quote draft to represent the cost of the second stop they refunded me. The extra stop fee was $150 according to the company. Providing a "Quote Draft" document is not acceptable, just more deceit by an unethically operated company.

Regards,

There was a claim back in 2008 by this same customer and the same items are being claimed again with much higher values on his 2013 claim.  Mr. [redacted] sent screen shots of items damaged to substantiate value but pulled pictures  from the internet and do not match the actual pieces...

damaged in his move from 2013.  He is refusing to provide proof of value to our Claims Manager, [redacted].  Therefore she has passed this along to [redacted] to resolve.  [redacted] has chosen to send out a certified appraiser to the residence to establish value of the pieces of furniture damaged.  We are currently waiting that report.Thank you

[redacted]CS Manager

This customer is claiming health issues as well as "pain and suffering" from his household goods move.  This claim has been turned over to the [redacted]' claims department as well as S&M Moving's Insurance company due to the nature of the complaint and the high dollar amount that is being claimed.  At this point, we have been instructed not to respond to the claimant until this is resolved both legally and with insurance.Thank you.

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.Since I have done business with S&M Moving who received and delivered the furniture and other items, they have to take responsibility. None of my calls, e-mails and voicemails were never returned by them

Regards,

This claim has been turned over [redacted]' claims/ legal department due to the customer claiming medical issues as well as the dollar amount claimed.  It is policy not to comment at this point since this is now a corporate issue.Thank you.

Review: I am contacting you to express my dissatisfaction with S& Moving company. I have been left ultimately dissatisfied with the actions of the company.

As my move was explained to me, I was informed by the staff that a second stop, which I had requested to be included, initially staff told me no charge added, subsequently staff told me a charge of $150 would be incurred, and ultimately I did not need/utilize a second stop, would be credited at audit of my account 30-days post-delivery of my goods.

I have spoken with United and they still have not completed an audit of my move, also they have informed me that a second stop is not refundable as it is in the bound move price. Therefore the S&M staff have again proved to be incompetent at their customer service responsibilities and essentially have lied to me again about how the charges for second stop are refundable if not used. The S&M staff are supposed to be the experts and facilitate a move and explain these factors fully and accurately to the customer. Instead I was misled about the charges refundable nature.

If I had known of the non-refundable nature of the second stop, I would have ensured the need prior to contracting. However, as your staff informed me of the refundable on audit nature, I was not too worried about the additional charge.

At this point based on all of the issues I have had with this moving experience I am filing a Revdex.com complaint.

Below is the additional challenges/difficulties, unprofessional and unethical business practices I have experienced with the company during my move.

The staff at S&M misinformed or failed to get and give accurate information which is misleading to the customer during their move as well as highly disrespectful to the customer.

I will begin with the end of the loading day.

• At the end of our loading day, I had to clean up my house after the loading staff who had helped themselves to Coke in my fridge and left empty cans and water bottles hidden in garage cabinets, kitchen cabinets and in the side- and back yard. Also they has stuck multiple empty water bottles in the tracking of my garage door, which potentially could have caused significant damage if I had opened or closed the doors without noticing the bottles. Perhaps the moving crew should have garbage cans brought with on future moves so that they can use them rather than a customer’s house. Perhaps quality appraisal should visit a customer when the crew is leaving, rather than in the middle of the busy packing process.

Now on to communication issues.

• [redacted] has failed to call and provide information when she has stated she would call on multiple occasions and also failed to return phone calls on multiple occasions and has not given me accurate information regarding any aspect of my move, transport of goods or location of goods.

• When I was able to reach [redacted] by phone, 5 days of attempted communication with no call back, [redacted] has stated my truck will be in [redacted], ** on Thursday 6/26 on separate communications and now [redacted] has stated it is Saturday 6/30. This delivery adjustment has occurred on 6/25 after my wife informed [redacted] of the debris left (hidden) in our house by the S&M moving crew. We feel we are being penalized and being treated unfairly and disrespectfully.

• Either [redacted] needs to get the correct information to pass to the customer so that the customer is not misinformed or someone who is competent in communication should be placed in this role at the company. Sending a brief email with little to no information in it in response to a customer leaving a voicemail is not an acceptable level of customer service for someone who has been told their belongings will be in the city of destination on a certain day and the customer is trying to schedule delivery or even find out when delivery can occur.

• [redacted] detailed delivery on potentially Friday 6/27 or Saturday 6/28 depending on arrival time Thursday 6/26, which apparently is completely inaccurate or we are being lied to as [redacted] has informed us arrival in [redacted] will be Saturday 6/28.

• I fail to see how arrival time can magically change, after my wife’s complaint/informing [redacted] of the debris left in our house and challenges we are having because there is a family behind this move. Perhaps this is coincidence, perhaps it is incompetence, perhaps it is misinformation, either way it is a failure of S&M to communicate accurate and relevant information regarding our move.

Additionally our contract stated delivery through 6/30 and they will not deliver on 6/29 even if the shipment is sitting in [redacted], as it is an overtime delivery on Sundays. At this point, this is unacceptable as it is within our delivery contract. I appreciate the effort [redacted] exerted, even though I was presented with some difficulty and excuses in convincing [redacted] that Sunday delivery was well within our contracted delivery timeline.

All of this has occurred after the initial contact with [redacted], the salesman, who stated that a drop at a storage facility was included, shuttle transfer was included, and he would go to the warehouse and deliver moving boxes to us. All of these statements have turned out to be false. So the salesman is providing customers inaccurate information, as a second stop is not included and we called him several times to follow up on the offer of moving boxes with no avail. So after choosing to go with S&M/United we understand the salesman suckered us in with inaccurate information and promises he could not and was not planning on delivering on. This is deceitful as a sales practice and highly unethical.

I was also told that I would be able to track my delivery, through the “S&M App”, which is inaccurate as the app is useless. In fact, on several occasions I tried to get information on where my belonging were from the staff at S&M and they had no idea where my belongings were OR had been during the 12 day journey.

At this point I am a highly dissatisfied customer with all of my belongings on one of your moving trucks, which for all I know has been sitting in the desert heat for 12 days. I can’t even find out from the S&M staff where my belongings are or where they have been for the last 12 days.

I have moved several times previously with professional movers and this is by far the worst experience I have ever had. My moving experience and interactions with S&M have lacked professionalism, customer service capabilities and ethical business practices.

I would not and will never recommend S&M moving to anyone who wishes to move their personal belongings.

I hope the Executive staff at S&M also find this insight on the operations of their company they are leading useful and take corrective action on behalf of a very dissatisfied family of 5 recently relocated through S&M.Desired Settlement: The charges I incurred for a second stop during my move, which was not utilized, are requested to be refunded, $150. The salesperson [redacted] and moving coordinator [redacted], both explained the refundable nature of the second stop in my move. They both provided false information, inaccurate information and did not accurately inform on the contractual nature of the delivery. They are in the business of inflating their billed services at whatever cost to the customer, and by whatever means necessary, such as providing false and inaccurate information and misrepresenting their contracted services.

Business

Response:

our VP of Sales did send an apology letter to [redacted] on July 10, 2014. He did advise [redacted] that we were aware of his concerns and issues from the move and that they would be addressed with the department managers. He also advised that the coordinator on his move was no longer with the company. S&M did pay for the overtime charges for [redacted]'s household goods to be delivered on a Sunday even though his agreed upon delivery spread was up through Monday.

We will be crediting back the extra stop to [redacted] but it was not charged at the $150.00 that he claims. The extra stop charge is only $45.34 (please see attached).

Thank you.

CS Manager

Consumer

Response:

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.

The business created a quote draft to represent the cost of the second stop they refunded me. The extra stop fee was $150 according to the company. Providing a "Quote Draft" document is not acceptable, just more deceit by an unethically operated company.

Regards,

Review: We moved from [redacted] to [redacted] with [redacted]. The move was arranged through their agent, S&M Moving Systems. We purchased Full Value Replacement coverage to cover damage during shipping. Our load was picked up on 10/31/13, and split into two shipments because there wasn’t sufficient room on the main truck. There was minor damage to items on the main truck but extensive damage to the few items on the overflow truck due to negligent handling of our belongings. We filed a complaint requesting repair of the damage on February 18, 2014. Federal law ([redacted]) provides the shipper with 120 days to adjudicate claims, and that deadline passed on June 17, 2014. After initially communicating with us in what we believed to be good faith, both [redacted] and their agent, S&M Moving Systems have ceased responding to our requests to repair the damage.

Chronology of Events

[redacted], S&M Moving

Damage Claim for Order No. [redacted]-3

10/31/13 – Household belongings picked up from our old home in [redacted]. There was insufficient room on the already partially loaded truck for our entire shipment, and some items were loaded onto an ‘overflow’ truck.

11/7/13 – Belongings from the main truck were delivered to our new home in [redacted]. Relatively minor damage was noted on a few items.

11/13/13 – Belongings from the overflow truck were delivered to our new home in [redacted]. We called S&M and spoke with [redacted] to inform her of the extensive damage to the overflow items, and how they had been repacked with little regard for protecting the items.

11/14/13 – [redacted] provided us with a link to their on-line claim form, and informed us that we had nine months to file our claim. She also requested that we provide photos of the box that had been cut down.

11/14/13 – We e-mailed a photo of the cut-down box to [redacted].

2/17/14 – We informed [redacted] of our inability to successfully file a claim using their online system.

2/18/14 – [redacted] e-mailed a pdf version of the claim form for our use in filling out the form by hand, and asked us to submit the completed form to [redacted].

2/18/14 – We filed the claim form via e-mail to [redacted]

3/4/14 – We requested and received e-mail confirmation from [redacted] that the claim was received. We were informed that S&M would arrange for a local ([redacted]) repair firm to contact us.

3/11/14 – We inquired via e-mail to [redacted] about the status, as we had not yet heard from the local repair firm.

3/12/14 – We were contacted by [redacted] of [redacted], and scheduled an appointment with [redacted] for 3/15/14 at 1:00 PM.

3/15/14 – We showed damaged items to Mr. [redacted] of [redacted], and also identified a few additional items that were not included on the original claim for his inspection.

3/18/14 – We requested an update on our claim via e-mail. [redacted] requested that we submit a supplemental claim form for the additional items identified during the 3/15 inspection by [redacted]

4/1/14 – We submitted supplemental claim form addressing the additional items pointed out in the 3/15 inspection by Mr. [redacted].

4/7/14 – We requested an update on our claim from [redacted], and were informed that they were ‘working on it.’

4/9/14 – We requested accelerated action on the lawn mower because we needed to mow the grass.

4/11/14 – [redacted] approved reimbursement of $15 for repair of the lawn mower by us.

4/11/14 – [redacted] requested proof of value for several items that were damaged.

4/26/14 – We submitted a letter containing documentation to establish value for the items requested in the 4/11/14 e-mail from [redacted].

5/3/14 – We requested confirmation that our letter documenting the value was received.

5/7/14 – Receiving no response from the 5/3 e-mail, I called [redacted] on the cell phone number listed in her e-mail signature. She chastised me for calling her cell phone and asked how I obtained it, and she informed me that she had received the letter and that they were ‘working on it.’ I told her that I obtained the cell phone number from her e-mail signature line and I asked if she was requesting that I not use that number to contact her. She noted that she considered her request for proof of value to be reasonable she presented a very confrontational attitude during the conversation. I noted that our only goal has been and remains to have the items that they damaged in our move repaired as expeditiously as possible.

5/16/14 – We sent an e-mail to [redacted] with a photo of additional damage discovered to the wicker rocker that was not previously noted during Mr. [redacted] inspection, primarily because the rocker had been placed in a difficult to access location in the garage.

5/30/14 – We received an e-mail from [redacted] corporate (Mr. [redacted] of [redacted]) requesting receipts documenting the value of all the items. We replied on 5/31, noting that we do not have receipts as requested, and provided copies of the previous documentation we provided to [redacted]. We followed up with a second e-mail on 6/2 asking where we would find such requirements for proof of value in the agreement we signed with [redacted]. Mr. [redacted] did not respond to our question.

6/18/14 – The 120-day window under Federal law for [redacted] to respond to our damage claim expired at the end of 6/17/14. We sent an e-mail to [redacted], with copy to [redacted] asking for commitment by the close of business on 6/20/14 to repair the damage, noting that if we did not receive such a commitment, we would take further action including filing complaints with Revdex.com, [redacted], and others as appropriate. We immediately received an automatic e-mail from Mr. [redacted] noting that he was out the afternoon of 6/18 and would return e-mails on 6/19. As of 6/22/14, no response was received from either [redacted] or [redacted].

Based on the tone of [redacted] in our 5/7/14 telephone conversation, the passing of 120 days from our filing of the claim without adjudication of the claim or a request for additional time, and receiving no responses from our 6/2/14 and 6/18/14 e-mails, we concluded that neither [redacted], nor their agent S&M Moving Systems intend to repair the damage they caused to our belongings. We therefore filed complaints with the Revdex.com and [redacted] on 6/23/14.Desired Settlement: Item 245, Piano – A few nicks on the wood case. We want the shipper to engage a restorer to repair the nicks.

• Item 330, Front Porch Park Bench – A few nicks in the paint. We want the shipper to engage someone to touch up or repaint the bench.

• Item 338 Clay Pot – One of three, it was big, it was ceramic, and it broke like Humpty Dumpty. We see similar pots for sale at [redacted] Nursery for around $300-400. We want the shipper to pay us $300.

• Unknown Inventory Number Wicker Rocker – The seat was pushed in, and one of the spindles was broken. This is what happens when heavy items are packed inappropriately in the seat of a wicker rocker. We want the shipper to engage a restorer to repair the damage or pay us $900 as replacement value.

• Unknown Inventory Number Three Stacking Tables – The wood tops and legs are nicked and gouged. We want the shipper to engage a restorer to repair the damage.

• Unknown Number Bombe Chest – The wood is nicked and the inlay top is ‘starred’. We want the shipper to engage a restorer to repair the damage.

• Overflow Items 134, 146-151, and 160 Patio Furniture (Table, 4 Chairs, Tea Cart, Bench) – The beautiful two-tone powder coated paint was scratched, gouged, and rubbed. We want the shipper to engage a professional to repaint the outdoor furniture with the same color and type of paint, because we have another undamaged piece in the set that needs to match.

• Overflow Item 152 Antique Table – The walnut top was severely scratched and gouged. We want the shipper to engage a restorer to sand and refinish the top.

• Overflow Item 153 – Travertine Table – There are several nicks and scratches on the legs. We want the shipper to engage a restorer to repair the nicks.

• Overflow Item 156 Farmhouse Table – Legs were wrenched off, paint and finish was scratched, gouged, and rubber. Even a rookie mover knows to protect the legs of a table during a move, by stowing it upside down near the top of the load, with nothing heavy between the legs. We want the shipper to engage a restorer to repair the table or to pay us $2,500 as full replacement value.

• Overflow Item 157 Table Saw – The shipper buckled one of the steel legs by placing too much weight on it in transit. We needed to use this tool and we repaired the damage ourselves to a serviceable level, but not to full strength. We want the shipper to pay us $100 for us to retain the table saw in its existing damaged condition.

• Overflow Item 159 Lawn Mower – A bolt fell out of the handle during transit. Given that we needed to mow the grass, I drove to the Black & Decker repair facility in Gresham and purchased a replacement bolt and [redacted] We want the shipper to pay us $15 for the value of the bolt and time & travel we incurred to make the repair.

• Unknown Number Patio Furniture – The brushed-on and/or sprayed on paint on two family heirloom spring chairs and an old English bench was chipped and rubbed. In addition, the backs of the antique family heirloom chairs were dented. We want the shipper to engage a restorer to fill in the dents and repaint the furniture.

• Overflow Item 147 or 148 Adairondack Chair – One of the back legs on one of two matching chairs was broken in the move. We want the shipper to engage a restorer to repair the leg.

Business

Response:

There was a claim back in 2008 by this same customer and the same items are being claimed again with much higher values on his 2013 claim. Mr. [redacted] sent screen shots of items damaged to substantiate value but pulled pictures from the internet and do not match the actual pieces damaged in his move from 2013. He is refusing to provide proof of value to our Claims Manager, [redacted]. Therefore she has passed this along to [redacted] to resolve. [redacted] has chosen to send out a certified appraiser to the residence to establish value of the pieces of furniture damaged. We are currently waiting that report.Thank you

[redacted]CS Manager

Review: 1. The sales representative presented insurance options by checking the box for the lowest insurance and saying, "For what you're moving this is all you should need for insurance." I asked about the other options, but he said again, "You don't really need that insurance, this should be fine."

2. My items were delivered in unacceptable condition. Boxes were crushed, items had been taken apart and missing pieces, and furniture was scratched.

3. S & M sent a handyman to fix the scratched furniture, but did not fix the table or road bike. The glass table had been disassembled (for no given reason). Pieces of the table base and hardware were missing. Now the table and matching chairs are unable to be used. The table was purchased as a set and I cannot purchase a replacement table; therefore, the entire set (tables and chairs ) is worthless. The settlement S & M suggested was less than $50 and based on 80 pound table weight. The actual weight is closer to 150 pounds. They are not giving any compensation for the chairs which are not functional without a table.

4. The road bike was delivered with the front wheel removed, the back chain removed, and the derailer bent. This item was marked as a high value item, but the insurance is not covering the full repair.

4. This is not an all inclusive list of damages; however, these are the items that were most significantly damaged and appropriate retribution has not been offered.Desired Settlement: 1. I would like the weight to accurately reflect the table (150 pounds) and the 4 chairs (40 pounds) for a total of 190 pounds. I would like this amount added to the claims check and would like the weight removed from my moving invoice. I would like to be refunded for having paid to move this item.

2. I would like to have them remove the table and chairs from my apartment. I do not want to accept this furniture item if it is not something I can use due to their negligence.

3. I would like them to cover the repairs for the high value item, the road bike. Repairs will be $100.

I believe this is a fair settlement for their unethical insurance sales tactics and unacceptable delivery of my items.

Business

Response:

We appreciate the opportunity to reply to the complaint; and we are sorry that the Client feels that we did not meet her expectations The Client was explainted the valuation options available - and chose to go with the minimum liability of $0.60/lb which is at no charge to the Client. She chose and signed for this specific valuation on paperwork and that is what was applied during her shipment process. "I wish to release my Shipment to a maximum value of $0.60/lb per article. I acknowledge that my shipment I have 1) waived the full replacement level of protection for which I have received an estimate of charges and 2) received a copy of the Your Rights and Responsiblies When You Move" brochure explaine these provisions."The items that were found to be damaged during transit were either repaired or settled according to her valuation option of $0.60/lb. This option, as stated, is minimal liablity at no charge and does not cover any items that are not part of the damage items such as sets of chairs that were not damaged - even though they are part of a set of tables and chairs. As far as the bicycle, even though it was listed as a high value item, it was stil covered based upon the shipment liabilty of $0.60/lb - which would not cover any replacement coverage or repair coverage in excess of the $0.60/lb liablity.We sincerely apologize for the invconvenience caused to the Client. We will be offering a Customer Service Gesture of $30 to cover any variance in the table weight; however, we will not be able to accommodate any of her other requests as they are out of scope from the actual transportation contract.Sincerely, S&M Moving Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9665614, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company offered $30 for the difference in 70 pounds of table weight. (The table weighs 150 pounds, not 80 pounds as they originally estimated) If they paid $.60 for every pound they would owe $90, for a difference of $42(currently they sent $48 to cover the damage.) This is a perfect example of how the company is trying to cut corners and NOT take responsibility for the unethical presentation and sale of insurance, mishandling of valuable items, and poor customer service. This response does not include the weight of chairs or the cost of removing furniture that is ruined due to their negligence. I am requesting an additional $100, for a total compensation check of $232, to cover the cost of the damages to the table/chair set and removal of the furniture. Regards,

Business

Response:

Thank you again for the oppotunity to replyThe weight of a dining room table is 110 lbs per the AMSA Joint Military/Industry Table of Weights; the table weight of a metal table would be historically lighter as the metal is hollow - however we have agreed to pay the Client for a 110 lb dining room table allowance - which we have done.Pairs and Sets - are not covered by this limited liability valuation option - which I would like to re-iterate that the client signed for as per my previous email - and is at no charge to the Client. Therefore, we will not address the chairs nor will we remove the damaged tables and chairs - as this is not part of our scope or part of our liability coverage.Unfortunately, there is nothing further that can do - as we feel that we have addressed the weight differential based upon a Standard Mode of Conducting Weights and Measures - and we have processed the claim in accordance with the Minimal Liability chosen by the client.

Review: I have used [redacted] and S&M Moving for moving my furniture and house hold item on 01/07/2015. Most of my furniture including the custom made ones have been damaged. Photographs were wrapped with knives by the movers which damaged the photographs. I have filed claim. After one month , my furnitures were not repaired or replaced. I am using custom made furniture since I have severe back pain. It has worsened since the move and I am incurring medical bills. I would like to know when my furniture will be repaired on replaced.

After delivery of items , My phone calls to [redacted] and [redacted] were automatically routed to voice mail. None of my phone calls were returned. I have explained my medical problems in numerous e-mails which was never responded or acknowledged. My son and I are living in unsafe condition with unstable furniture around us.Desired Settlement: I would like to get my furniture repaired or replaced at the earliest. Else I would like to get full price paid so that I can purchase new furniture.

Business

Response:

This claim has been turned over [redacted]' claims/ legal department due to the customer claiming medical issues as well as the dollar amount claimed. It is policy not to comment at this point since this is now a corporate issue.Thank you.

Consumer

Response:

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.

Since I have done business with S&M Moving who received and delivered the furniture and other items, they have to take responsibility. None of my calls, e-mails and voicemails were never returned by them

Regards,

Business

Response:

This customer is claiming health issues as well as "pain and suffering" from his household goods move. This claim has been turned over to the [redacted]' claims department as well as S&M Moving's Insurance company due to the nature of the complaint and the high dollar amount that is being claimed. At this point, we have been instructed not to respond to the claimant until this is resolved both legally and with insurance.Thank you.