Sagepointe Cleaners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I have attached an email that shows the shipping cost from the chair company and then it also shows that I forwarded the email to [redacted] So it is not true that I didn't provide an estimateIt is attached Regards, [redacted]

Good morning!Please find the requested documents attached regarding *** ***.*** *** contracted his move with *** *** since the was an interstate relocationAll further matters should be addressed with *** *** directly.*** ***'s claim matters are being addressed by *** *** Claims Department and they will handle the claim through resolutionThe point of contact is *** ***Her email address is ***@***.com She can be reached at ###-###-####.Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I was never provided a written copy of the insurance guidelines and requirementsWhen I questioned the delivery representative on the day of delivery, he indicated there was no reason for any concern, I had months to submit any claims and all items were coveredHe did not explain there were special requirements for claims and that items we packed had specific requirements to document damage pertaining to packaging
Regards,
*** ***

The unsettled portion of this claim involves owner packed items and alleged property damageOur position regarding owner packed items is that unless there was visible damage to the carton, such as crushed, torn or opened, valuation coverage doesn't apply to the loss as we don't know how well it
was packed or what the condition of the items were prior to movingRegarding the property damage, it took the customer days to actually report it during which time any number of things could have happened that were not our faultThe file is still open and we continue to work with the customer to come to a mutually satisfactory resolution

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I have attached an email that shows the shipping cost from the chair company and then it also shows that I forwarded the email to [redacted]. So it is not true that I didn't provide an estimate. It is attached.
Regards,
[redacted]

[redacted] was moved by United Van
Lines.  Although we are Agents for [redacted], it is [redacted] responsibility to resolve cargo damage claims under the terms and
conditions of their bill of lading.  As Agents, we have do not control the
manner in which...

they handle these matters.  We have inquired on the
history with the adjuster and was provided with the following information:
 
[redacted] filed a
claim for the referenced chair in the amount of $120 as
the replacement cost. The inspector verified the cost of the chair with the manufacturer to
be $120 and an additional $60 for the shipping and tax.  The total amount offered to her was $180 for the
replacement, tax and confirmed shipping cost of the item.
 
Generally, shipping is not
inclusive in claim settlements for replacement items until the customer
actually orders the replacement item and provides proof of purchase with the
shipping cost. From time to time, exceptions are made. In this case an
exception was made as a good customer relations gesture for the confirmed tax
and shipping cost provided by the inspection company.
 
[redacted]  disputed the
original settlement offer of $180 for this item. The adjuster has offered to
work with the customer to resolve her issue.  The customer was asked to provide
a written estimate for the amount she is now claiming for the shipping cost
since the requested amount exceeds what the inspection company was able to
verify with
the chair’s manufacturer. The customer did not provided the written estimate
for that cost as requested. She was offered a second option, to order her
replacement and submit a copy of the invoice with the shipping cost included.
To date, neither an estimate nor a purchase invoice has been provided to
substantiate the additional amount the customer has requested.
 
[redacted] will need to work
directly with the adjuster at [redacted] to settle her claim dispute as
Hughes Relocation is not involved in this claim settlement.