I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles. I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding.
First and foremost we would like to thank the Revdex.com for taking on this matter in helping us resolve complications with this customer. Our office was contacted on October 31st to move Ms. [redacted]. She needed moved the next day as she needed to be out of her house. A list of...
approximately 65 items were provided to our office and an estimate was provided for 5180 lbs at a price of $3983.10. A list is attached for review. Upon arrival at the house on November 1 it became immediately apparent the customer was not prepared for her move and there was more items than indicated. Items were not packed including a drawer full of knives that were just dumped into a garbage bag almost cutting the men as it sliced right through the bag. Three men worked a 9.5 hour day filling an entire truck which resulted in a weight of 7980 lbs. The dispatcher called her first thing in the morning on November 2nd to explain to the customer that at this point her move would cost $5400 up to this point and our crew was set to come back that day to load the remaining items that were left after day one. She said that she understood she had a lot more than originally thought and would still like for us to proceed with loading more on this day as well. He explained to her to please try not to take as many items as it would just keep increasing the price. Since she understood the price thus far our men worked another full day from 8:30 am to 5:30 PM another 9 hours loading an additional 3300 lbs.While the second truck was being loaded the first truck was being unloaded to the trailer that would be headed to Las Vegas. So our staff now had an additional 8 hours on this end as well. Ms. [redacted]'s total weight after both days totals 11280 pound and 380 total items that is an increase of 315 items and 6100 pounds. Despite the weight going over double and the amount of items increasing by 5 times the amount the discounted price was only at $7959.85. Immediately upon discussing this with the customer now that everything has been loaded and unloaded she became irate. She said the men were lazy and did not work, however we have a survey completed and signed by the customer stating "They were very fast and efficient". She stated we took garbage bags that were suppose to go in which reviewing the inventory we said we would knock the weight off as the inventory reflected 4 which would total approximately 80 lbs. She then asked what the cost would be to not ship it to Las Vegas. Nick explained our hourly rate would be $140 and up to this point our company has had at this point over $4500 just for us to load and unload into the trailer. We have spoken Ms. [redacted]'s sister trying to help find resolution. They explain to us that they received a quote from Upack to ship the items for $5000. We tried explaining to her that if it was only based on the initial list their price would possibly be doubled as well and would need loading as they do not provide any labor service. Our office at this point offered to still ship the items based on the price that was provided to her after the first day of loading in the interest of goodwill and it was a price she agreed to and continued to have us still load. She refused that. We offered to ship the items to Las Vegas for $5000 as now they are simply tying up space on the trailer and our warehouse. She has refused. Our office has called several times on Friday and several times on Monday. At this point we believe that our company was set up to simply remove the items from her house. We believe other circumstances were involved based on information provided to our crew during the second day. Ms. [redacted] left our men with her children on day two and was not even present for most of the day while the men worked which also may have resulted in additional items still being left at the house. It was very hard for our men to determine what was to go and what was not. The customer was unavailable as it was explained to our men that she had a hair appointment and a doctors appointment. At this point we are looking for resolve. Our company has over 4 days of loading and unloading up to this point. We believe that we have been more than generous offering to still provide that service at a discounted rate. The customer agreed to $5400 after day one and knew that sending more items would result in an additional cost. A second day of loading then occurred. We are simply asking for the $5400 she agreed to and we would be including a second day of loading at no cost and additional 3300# to be shipped at no cost. Attached is the list provided to us before the move, the weight tickets, the inventory we actually took and the review sheet,
First and foremost let us apologize that you move did notoccur without incident or damage. However even though all your items have beendelivered we do not consider your move completed until you are satisfied. Our recordsindicate that you have contacted our office and we have issued claim forms...
forloss or damaged items on the 23rd the day after your move. You should be receiving them in the mail ifyou have not already. We have customer support specialists who will work withyou to help through this process in order for us to correct the damages thatmay have occurred. If you have any questions in regards to the claims processyou can contact [redacted] who has been assigned to your case. A claim for loss or damaged items must bereceived in writing but let us assure you that once we receive them back fromyou we will work in an expeditious manner in handling the claim. Thank you for bringing these issues to our attention weappreciate the comments good or bad as it will help us improve and let us workwith our staff in preventing problems in the future.
Again let us apologize for any mishap that may have occurred from your recent relocation and any confusion in regards to the claim for damaged items. We understand that you may not choose to have our repair firm proceed with the repairs of the items that were damaged and our office understands... However, our records indicate that the claims department has sent a cash settlement so you can choose to proceed with the repairs in any manner. Some people even prefer to keep the cash settlement and not have the items repaired at all. The claims department simply relies on the report provided to us from [redacted] to determine an appropriate cash settlement in that if you chose to repairs the items the firm would stand by performing those repairs at that estimate. Our records indicate that your claim was paid in full based on that report in the amount of $1160. Your policy had a deductible of $250 and a check was mailed for $910 therefor settling your claim. After receiving your initial complaint our office mailed an additional $100 as a supplement in the interest of goodwill. We hope this clarifies any confusion you may have had in regards to the claims process.
First and foremost let us apologize for the damages that may have occurred during you move. Typically our relocations are completed without any mishaps however when something does occur we definitely want to do our best to make sure our customers are satisfied. Our records indicate that you filed a...
claim for two items that were damaged , however the inventories only show one item being notated as damaged at time of delivery. The inventory also notated that the TV stand was notated as pressed wood which was indicated at the time of pickup. Unfortunately our industry does not provide coverage on these items since they are made of a knocked down or fragile material. In the interest of good we have investigated your claim once more and have attached the receipt/replacement items that you provided us with submitting your claim. The receipt for the TV stand which was $119.99. Also a similar/replacement headboard which shows a price of $153.99. Our records indicate we have mailed you $225 thus far and in the interest of goodwill we will send you a supplemental check $48.98 which would represent a complete reimbursement. This check will be mailed to you within the next 3-14 days. Again let us apologize for the damages occurred and we hope that this settlement shows a gesture of goodwill from Don Farr Moving & Storage.
First and foremost let us apologize for any mishap that may have occurred during your recent relocation. Our records indicate the claims office did receive a rebuttal to you original claim settlement as well as receipts and additional requested information.They have reviewed the claim and thanks to...
the additional information you provided us they were able to make a supplemental allowance on your claim. We appreciate the receipts you were able to provide and helped in addressing your concerns. After reviewing the claim we are pleased to advise that they were able to offer a substantial revised amount in regards to the claim. A check for a new amount as well as a settlement letter will be mailed on Friday April 1st. Again we apologize that your move did not go smoothly and hope that you consider Don Farr Moving & Storage again in the future.
Please see attached signed bill of lading where the customer indicated "Except specifically endorsed hereon, all services and all articles received in good condition." This is signed on the bottom right corner. Also on this form we would also refer you to the initials of "**" clearly if the job was not finish we would wish to believe the customer would have not signed them out and the men could have continued working. A walk though is also performed with the customer at that time and additional forms are asked to be signed. We have also attached an additional form. The initials of [redacted] are signed and indicating "All contracted items have been packed to my satisfaction." Please see where the customer also initialed that " All items have been put back together or placed properly in rooms as directed". This form is also signed again on the bottom.
We apologize for any confusion in regards to the claim. Our records indicate two items were damaged a bed and a china hutch. Our officesent [redacted] to your home to perform an inspection and repair any of the damaged items.This was the information provided to us in regards to the bed in which itappears he offered to fix it while he was in the home despite the damagepossible being caused simply from normal wear and tear. "Her bedframe has one bent metal part that is in the second photo. There is no indication if the metal was justbent from customer use or if the movers damaged it. It connects down the middle of the bed to support themattress and sits in a slit on both sides of the bed frame. It could have just been wear and tear and the customer could not have known it was bent because its under the mattress. It would have requiredsomeone to hit it with a hammer or exert great pressure on it for it to bend.I showed the customer how I could screw in some metal angle brackets to repair it. Unfortunately the wifedeclined my repair." - [redacted]Also on September 15th(via email) in our last correspondence we furtherextended this offer of repair: "Steve stated he could repair the bed, but unfortunately you declined the offer. If you wish to have Steve repair your bed,you can contact him directly at ###-###-####." - Don Farr Claims DepartmentIn regards to the china hutch the repair company’s report indicated that thepiece had a veneer top. Our office emailed you a copy of the signed CarriersLiability Certificate showing that these items are not covered by any policy inour industry. This was stated in the email as follows:"In regards to your china hutch the policyoffered by our insurance company does not covered veneered furniture. However,in the interest of goodwill we will still allow for you to keep the originalcheck. Please see attachment of signed Carriers Liability Certification." - Don Farr Claims DepartmentIn summary our company has and continues to extend the offer of repairing thedamaged bed. Our company has also allowed for you to keep the $.60 per lb checkin full for both the bed and the china hutch despite the hutch not beingcovered and the bed can be repaired should you choose to contact [redacted]Furniture and will be paid by our company. We feel as though our company hasaddressed this matter and made a good faith settlement.
Again we apologize that your move did not occur without mishap. While our goal was to be able to repair your items, unfortunately we are required to follow the valuation/insurance that follows the relocation. Your paperwork shows that you elected and signed for the basic coverage of $.60 per pound per item. The bill of lading was signed off and no notations of any damages were marked at time of delivery. Our office had 2 repairs firms to your home in hopes of being able to have the items repaired within the coverage limits. The first repair firm gave us a quote for $200.00 in which you expressed dissatisfaction in the proposed repair process. In the interest of goodwill and despite no notations of any damages at delivery the claims department allowed $250 which was more than the estimate that was provided. A check was mailed to settle the claim and allow for you to decide how you wish to proceed.
First and foremost let us apologize for any inconvenience that may have occurred as a result of your recent relocation. While the last box may have been delivered let us assure you we will not stop working until you are satisfied. Our records indicate that your items were picked and placed into...
storage on May 27th and delivered to your home on November 28th, 2015. As you mentioned a shelf and cross beam was missing upon initial deliver but the crossbeam was located the next day and returned to you. Our inventories were signed off without any exceptions of damages however you contacted us a couple days later notifying us differently. Claims forms were sent to your home and mailed back to us approximately 2 months later. The Verified Statement of Claim for Loss and Damaged Goods indicated 3 items that were damaged as well as some damages to the home. Our claims department quickly contacted a repair firm to fix the damages to the home and a second firm assigned to assess the damaged items. The firm that repaired the home provided us with a completion report that all items of concern were repaired. However, when the furniture repair company contacted you it was indicated that items were thrown away and not made available for inspection. The claims department then moved forward with completing the claim based on the valuation that was elected. It appears that you chose homeowners coverage for the items while they were in storage and the basic liability of $.60 per pound coverage for in transit damage. The desk was denied being that the item was made by pressed-wood or a knocked down material and was not covered by the policy. However the other two items an entertainment center and mattress topper were paid in full based upon this coverage despite any notations of damages being indicated at time of delivery. Upon further investigation into your file however we did notice that only 3 men were sent to deliver the items. Our office will be processing a refund in the amount of $250 for the 4th man that was not provided that day. Our records indicate that one of the staff members called our office and was ill that day not allowing him to be available for work. We apologize for any inconvenience. Again let us truly apologize for any inconvenience that may have occurred. We hope that you consider Don Farr Moving & Storage again in the future. The refund will be process and mailed in the next 7-14 days.
The (90) ninety days is extended in order to allow ample time for the consumer to go through their entire shipment in order to file a claim in writing in its entirety. According to the descriptive inventories prepared at origin, all of the boxes were in fact (PBO/CU) packed by owner cartons, contents unknown to carrier. Valuation (which is a term for coverage) was offered to the consumer while their items were contained in storage, the consumer elected not to purchase the additional coverage but rather utilize their own homeowner's coverage in the event of a claim.Therefore, this shipment was released while in transit at the limited liability of $.60 per pound per article which is the limited coverage provided at no cost to the consumer. The transit limited liability is coverage only while in transit not in storage. The consumer signed the Bill of Lading at time of delivery verifying "Except as specifically endorsed herein, all services and all articles received in good condition". No notations of damages and or missing items were made by the consumer at time of delivery.We do understand that moving can be a stressful time for individuals and although this claim was denied, we have allowed a bottom line settlement in the interest of goodwill and not as an admission of guilt.Attached please find all documentation in order to support our position and a copy of the settlement letter along with a copy of the check.
First and foremost let us apologize for any mishap that may have occurred as a result of your recent relocation and while the last box may have been delivered let us assure you that our goal is your satisfaction. Our records indicate that your move occurred on 5/30/15 and 6/1/15 and was...
transported to our storage facility, then was delivered to your residence on 12/18/15. We delivered claim forms on 12/18/15 and received the completed claim forms on 3/14/16 and an acknowledgement was sent to your home. It appears the adjuster assigned Eagle Furniture to come to your home and assess the damages. After the inspection was preformed our office received the information from them and was able to address the claim. It appears that after reviewing all the documents, the transit coverage you elected was the basic liability of $.60 per pound and while in storage you had elected to use your homeowners. Even though homeowners insurance was elected, out of the interest of good will we paid out on all items except for the wrinkled clothes which are not covered on any policy. In an effort to help further resolve the claim we will allow $100.00 for the dry cleaning of the wrinkled clothes. A separate check will be issued in 3-7 days and mailed to your home. We apologize again for any inconvenience and hope this resolves the matter.
I do not accept this as a resolution to our complaint as the company did not provided the services we paid for. When we hired Don Farr we were told out items would have the white glove treatment and that all furniture would be shrink wrapped to prevent scratches and damages. They did not do either of those things. Had they hired responsible adults to move our items, our furniture would not have been damaged. Instead, we were sent a crew who destroyed our items and left furniture scattered in rooms where it didn't belong. We had to call upon friends/family to help the next day move our items from floor to floor and into the correct rooms. This is a very simple solution to this problem. They did not provided the services as indicated and we would like a refund for our move.
Regards,
[redacted]
This relocation was scheduled for the 25th. The dispatcher confirmed with the customer the day before that everything was packed and ready to be moved. Upon arrival during the day of the move nothing was packed and items were scattered everywhere. Electronics were not disconnected including the TV...
that was still on and being used. Bedrooms has clothes scattered everywhere and the house was in disarray. The men spoke to the dispatcher and photos were sent to show that the house was absolutely not move ready. The dispatch then contacted the customer to explain the situation and worked to reschedule the move once the home was ready for moving. She then asked us to cancel the relocation and we made her aware that the deposit would be refunded. We told her this would be processed and could take 3-10 business days as it would be submitted for payable with accounting. The customer contacted us again yesterday and we reconfirmed that the refund was being processed. Accounting has this setup to process the check tomorrow and mail to the customer in full.
We apologize you feel this way in regards to your move. Our records indicate that we provided an estimate to move all of our your belongings and while providing you an estimate our moving consultant would have explained all of the insurance options in regards to the move. While you are complaining about the service the men provided they were able to move all of your belonging for half of the amount that was estimated by our moving consultant. Also while moving all of your items you filed a claim for only two damaged items. One being a bed that after inspection may have already previously damaged due to normal wear and tear, however our company offered to fix it anyways and you declined. The other item that was a claimed damaged was a piece may of knocked down or lesser quality material. You signed off that these items can not be covered by any policy offered. This policy is standard to the industry because items such as pressed wood or lesser quality can typically scratch simply from the moving process. While you disagree that the men performed a good job, our goal is to simply correct what was damaged based on the provisions of the policy elected by you and are notated with your signature. If our men failed to provide the moving services within the estimated/allotted time we would of definitely been able to help with the charges as well, however they were able to accomplish the move in half the time/cost. You have received a check and have not mailed it back to our office for payment in full on the two damaged items based on the elected coverage of $.60 per lb. In the interest of good will we can resubmit the claim based on double the weight. Please mail the check back and we will issue a new check.
I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles. I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
John Reemtsen
I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles. I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding.
First and foremost we would like to thank the Revdex.com for taking on this matter in helping us resolve complications with this customer. Our office was contacted on October 31st to move Ms. [redacted]. She needed moved the next day as she needed to be out of her house. A list of...
approximately 65 items were provided to our office and an estimate was provided for 5180 lbs at a price of $3983.10. A list is attached for review. Upon arrival at the house on November 1 it became immediately apparent the customer was not prepared for her move and there was more items than indicated. Items were not packed including a drawer full of knives that were just dumped into a garbage bag almost cutting the men as it sliced right through the bag. Three men worked a 9.5 hour day filling an entire truck which resulted in a weight of 7980 lbs. The dispatcher called her first thing in the morning on November 2nd to explain to the customer that at this point her move would cost $5400 up to this point and our crew was set to come back that day to load the remaining items that were left after day one. She said that she understood she had a lot more than originally thought and would still like for us to proceed with loading more on this day as well. He explained to her to please try not to take as many items as it would just keep increasing the price. Since she understood the price thus far our men worked another full day from 8:30 am to 5:30 PM another 9 hours loading an additional 3300 lbs.While the second truck was being loaded the first truck was being unloaded to the trailer that would be headed to Las Vegas. So our staff now had an additional 8 hours on this end as well. Ms. [redacted]'s total weight after both days totals 11280 pound and 380 total items that is an increase of 315 items and 6100 pounds. Despite the weight going over double and the amount of items increasing by 5 times the amount the discounted price was only at $7959.85. Immediately upon discussing this with the customer now that everything has been loaded and unloaded she became irate. She said the men were lazy and did not work, however we have a survey completed and signed by the customer stating "They were very fast and efficient". She stated we took garbage bags that were suppose to go in which reviewing the inventory we said we would knock the weight off as the inventory reflected 4 which would total approximately 80 lbs. She then asked what the cost would be to not ship it to Las Vegas. Nick explained our hourly rate would be $140 and up to this point our company has had at this point over $4500 just for us to load and unload into the trailer. We have spoken Ms. [redacted]'s sister trying to help find resolution. They explain to us that they received a quote from Upack to ship the items for $5000. We tried explaining to her that if it was only based on the initial list their price would possibly be doubled as well and would need loading as they do not provide any labor service. Our office at this point offered to still ship the items based on the price that was provided to her after the first day of loading in the interest of goodwill and it was a price she agreed to and continued to have us still load. She refused that. We offered to ship the items to Las Vegas for $5000 as now they are simply tying up space on the trailer and our warehouse. She has refused. Our office has called several times on Friday and several times on Monday. At this point we believe that our company was set up to simply remove the items from her house. We believe other circumstances were involved based on information provided to our crew during the second day. Ms. [redacted] left our men with her children on day two and was not even present for most of the day while the men worked which also may have resulted in additional items still being left at the house. It was very hard for our men to determine what was to go and what was not. The customer was unavailable as it was explained to our men that she had a hair appointment and a doctors appointment. At this point we are looking for resolve. Our company has over 4 days of loading and unloading up to this point. We believe that we have been more than generous offering to still provide that service at a discounted rate. The customer agreed to $5400 after day one and knew that sending more items would result in an additional cost. A second day of loading then occurred. We are simply asking for the $5400 she agreed to and we would be including a second day of loading at no cost and additional 3300# to be shipped at no cost. Attached is the list provided to us before the move, the weight tickets, the inventory we actually took and the review sheet,
First and foremost let us apologize that you move did notoccur without incident or damage. However even though all your items have beendelivered we do not consider your move completed until you are satisfied. Our recordsindicate that you have contacted our office and we have issued claim forms...
forloss or damaged items on the 23rd the day after your move. You should be receiving them in the mail ifyou have not already. We have customer support specialists who will work withyou to help through this process in order for us to correct the damages thatmay have occurred. If you have any questions in regards to the claims processyou can contact [redacted] who has been assigned to your case. A claim for loss or damaged items must bereceived in writing but let us assure you that once we receive them back fromyou we will work in an expeditious manner in handling the claim. Thank you for bringing these issues to our attention weappreciate the comments good or bad as it will help us improve and let us workwith our staff in preventing problems in the future.
Again let us apologize for any mishap that may have occurred from your recent relocation and any confusion in regards to the claim for damaged items. We understand that you may not choose to have our repair firm proceed with the repairs of the items that were damaged and our office understands... However, our records indicate that the claims department has sent a cash settlement so you can choose to proceed with the repairs in any manner. Some people even prefer to keep the cash settlement and not have the items repaired at all. The claims department simply relies on the report provided to us from [redacted] to determine an appropriate cash settlement in that if you chose to repairs the items the firm would stand by performing those repairs at that estimate. Our records indicate that your claim was paid in full based on that report in the amount of $1160. Your policy had a deductible of $250 and a check was mailed for $910 therefor settling your claim. After receiving your initial complaint our office mailed an additional $100 as a supplement in the interest of goodwill. We hope this clarifies any confusion you may have had in regards to the claims process.
First and foremost let us apologize for the damages that may have occurred during you move. Typically our relocations are completed without any mishaps however when something does occur we definitely want to do our best to make sure our customers are satisfied. Our records indicate that you filed a...
claim for two items that were damaged , however the inventories only show one item being notated as damaged at time of delivery. The inventory also notated that the TV stand was notated as pressed wood which was indicated at the time of pickup. Unfortunately our industry does not provide coverage on these items since they are made of a knocked down or fragile material. In the interest of good we have investigated your claim once more and have attached the receipt/replacement items that you provided us with submitting your claim. The receipt for the TV stand which was $119.99. Also a similar/replacement headboard which shows a price of $153.99. Our records indicate we have mailed you $225 thus far and in the interest of goodwill we will send you a supplemental check $48.98 which would represent a complete reimbursement. This check will be mailed to you within the next 3-14 days. Again let us apologize for the damages occurred and we hope that this settlement shows a gesture of goodwill from Don Farr Moving & Storage.
First and foremost let us apologize for any mishap that may have occurred during your recent relocation. Our records indicate the claims office did receive a rebuttal to you original claim settlement as well as receipts and additional requested information.They have reviewed the claim and thanks to...
the additional information you provided us they were able to make a supplemental allowance on your claim. We appreciate the receipts you were able to provide and helped in addressing your concerns. After reviewing the claim we are pleased to advise that they were able to offer a substantial revised amount in regards to the claim. A check for a new amount as well as a settlement letter will be mailed on Friday April 1st. Again we apologize that your move did not go smoothly and hope that you consider Don Farr Moving & Storage again in the future.
Please see attached signed bill of lading where the customer indicated "Except specifically endorsed hereon, all services and all articles received in good condition." This is signed on the bottom right corner. Also on this form we would also refer you to the initials of "**" clearly if the job was not finish we would wish to believe the customer would have not signed them out and the men could have continued working. A walk though is also performed with the customer at that time and additional forms are asked to be signed. We have also attached an additional form. The initials of [redacted] are signed and indicating "All contracted items have been packed to my satisfaction." Please see where the customer also initialed that " All items have been put back together or placed properly in rooms as directed". This form is also signed again on the bottom.
We apologize for any confusion in regards to the claim. Our records indicate two items were damaged a bed and a china hutch. Our officesent [redacted] to your home to perform an inspection and repair any of the damaged items.This was the information provided to us in regards to the bed in which itappears he offered to fix it while he was in the home despite the damagepossible being caused simply from normal wear and tear. "Her bedframe has one bent metal part that is in the second photo. There is no indication if the metal was justbent from customer use or if the movers damaged it. It connects down the middle of the bed to support themattress and sits in a slit on both sides of the bed frame. It could have just been wear and tear and the customer could not have known it was bent because its under the mattress. It would have requiredsomeone to hit it with a hammer or exert great pressure on it for it to bend.I showed the customer how I could screw in some metal angle brackets to repair it. Unfortunately the wifedeclined my repair." - [redacted]Also on September 15th(via email) in our last correspondence we furtherextended this offer of repair: "Steve stated he could repair the bed, but unfortunately you declined the offer. If you wish to have Steve repair your bed,you can contact him directly at ###-###-####." - Don Farr Claims DepartmentIn regards to the china hutch the repair company’s report indicated that thepiece had a veneer top. Our office emailed you a copy of the signed CarriersLiability Certificate showing that these items are not covered by any policy inour industry. This was stated in the email as follows:"In regards to your china hutch the policyoffered by our insurance company does not covered veneered furniture. However,in the interest of goodwill we will still allow for you to keep the originalcheck. Please see attachment of signed Carriers Liability Certification." - Don Farr Claims DepartmentIn summary our company has and continues to extend the offer of repairing thedamaged bed. Our company has also allowed for you to keep the $.60 per lb checkin full for both the bed and the china hutch despite the hutch not beingcovered and the bed can be repaired should you choose to contact [redacted]Furniture and will be paid by our company. We feel as though our company hasaddressed this matter and made a good faith settlement.
Again we apologize that your move did not occur without mishap. While our goal was to be able to repair your items, unfortunately we are required to follow the valuation/insurance that follows the relocation. Your paperwork shows that you elected and signed for the basic coverage of $.60 per pound per item. The bill of lading was signed off and no notations of any damages were marked at time of delivery. Our office had 2 repairs firms to your home in hopes of being able to have the items repaired within the coverage limits. The first repair firm gave us a quote for $200.00 in which you expressed dissatisfaction in the proposed repair process. In the interest of goodwill and despite no notations of any damages at delivery the claims department allowed $250 which was more than the estimate that was provided. A check was mailed to settle the claim and allow for you to decide how you wish to proceed.
First and foremost let us apologize for any inconvenience that may have occurred as a result of your recent relocation. While the last box may have been delivered let us assure you we will not stop working until you are satisfied. Our records indicate that your items were picked and placed into...
storage on May 27th and delivered to your home on November 28th, 2015. As you mentioned a shelf and cross beam was missing upon initial deliver but the crossbeam was located the next day and returned to you. Our inventories were signed off without any exceptions of damages however you contacted us a couple days later notifying us differently. Claims forms were sent to your home and mailed back to us approximately 2 months later. The Verified Statement of Claim for Loss and Damaged Goods indicated 3 items that were damaged as well as some damages to the home. Our claims department quickly contacted a repair firm to fix the damages to the home and a second firm assigned to assess the damaged items. The firm that repaired the home provided us with a completion report that all items of concern were repaired. However, when the furniture repair company contacted you it was indicated that items were thrown away and not made available for inspection. The claims department then moved forward with completing the claim based on the valuation that was elected. It appears that you chose homeowners coverage for the items while they were in storage and the basic liability of $.60 per pound coverage for in transit damage. The desk was denied being that the item was made by pressed-wood or a knocked down material and was not covered by the policy. However the other two items an entertainment center and mattress topper were paid in full based upon this coverage despite any notations of damages being indicated at time of delivery. Upon further investigation into your file however we did notice that only 3 men were sent to deliver the items. Our office will be processing a refund in the amount of $250 for the 4th man that was not provided that day. Our records indicate that one of the staff members called our office and was ill that day not allowing him to be available for work. We apologize for any inconvenience. Again let us truly apologize for any inconvenience that may have occurred. We hope that you consider Don Farr Moving & Storage again in the future. The refund will be process and mailed in the next 7-14 days.
The (90) ninety days is extended in order to allow ample time for the consumer to go through their entire shipment in order to file a claim in writing in its entirety. According to the descriptive inventories prepared at origin, all of the boxes were in fact (PBO/CU) packed by owner cartons, contents unknown to carrier. Valuation (which is a term for coverage) was offered to the consumer while their items were contained in storage, the consumer elected not to purchase the additional coverage but rather utilize their own homeowner's coverage in the event of a claim.Therefore, this shipment was released while in transit at the limited liability of $.60 per pound per article which is the limited coverage provided at no cost to the consumer. The transit limited liability is coverage only while in transit not in storage. The consumer signed the Bill of Lading at time of delivery verifying "Except as specifically endorsed herein, all services and all articles received in good condition". No notations of damages and or missing items were made by the consumer at time of delivery.We do understand that moving can be a stressful time for individuals and although this claim was denied, we have allowed a bottom line settlement in the interest of goodwill and not as an admission of guilt.Attached please find all documentation in order to support our position and a copy of the settlement letter along with a copy of the check.
First and foremost let us apologize for any mishap that may have occurred as a result of your recent relocation and while the last box may have been delivered let us assure you that our goal is your satisfaction. Our records indicate that your move occurred on 5/30/15 and 6/1/15 and was...
transported to our storage facility, then was delivered to your residence on 12/18/15. We delivered claim forms on 12/18/15 and received the completed claim forms on 3/14/16 and an acknowledgement was sent to your home. It appears the adjuster assigned Eagle Furniture to come to your home and assess the damages. After the inspection was preformed our office received the information from them and was able to address the claim. It appears that after reviewing all the documents, the transit coverage you elected was the basic liability of $.60 per pound and while in storage you had elected to use your homeowners. Even though homeowners insurance was elected, out of the interest of good will we paid out on all items except for the wrinkled clothes which are not covered on any policy. In an effort to help further resolve the claim we will allow $100.00 for the dry cleaning of the wrinkled clothes. A separate check will be issued in 3-7 days and mailed to your home. We apologize again for any inconvenience and hope this resolves the matter.
I do not accept this as a resolution to our complaint as the company did not provided the services we paid for. When we hired Don Farr we were told out items would have the white glove treatment and that all furniture would be shrink wrapped to prevent scratches and damages. They did not do either of those things. Had they hired responsible adults to move our items, our furniture would not have been damaged. Instead, we were sent a crew who destroyed our items and left furniture scattered in rooms where it didn't belong. We had to call upon friends/family to help the next day move our items from floor to floor and into the correct rooms. This is a very simple solution to this problem. They did not provided the services as indicated and we would like a refund for our move.
Regards,
[redacted]
This relocation was scheduled for the 25th. The dispatcher confirmed with the customer the day before that everything was packed and ready to be moved. Upon arrival during the day of the move nothing was packed and items were scattered everywhere. Electronics were not disconnected including the TV...
that was still on and being used. Bedrooms has clothes scattered everywhere and the house was in disarray. The men spoke to the dispatcher and photos were sent to show that the house was absolutely not move ready. The dispatch then contacted the customer to explain the situation and worked to reschedule the move once the home was ready for moving. She then asked us to cancel the relocation and we made her aware that the deposit would be refunded. We told her this would be processed and could take 3-10 business days as it would be submitted for payable with accounting. The customer contacted us again yesterday and we reconfirmed that the refund was being processed. Accounting has this setup to process the check tomorrow and mail to the customer in full.
We apologize you feel this way in regards to your move. Our records indicate that we provided an estimate to move all of our your belongings and while providing you an estimate our moving consultant would have explained all of the insurance options in regards to the move. While you are complaining about the service the men provided they were able to move all of your belonging for half of the amount that was estimated by our moving consultant. Also while moving all of your items you filed a claim for only two damaged items. One being a bed that after inspection may have already previously damaged due to normal wear and tear, however our company offered to fix it anyways and you declined. The other item that was a claimed damaged was a piece may of knocked down or lesser quality material. You signed off that these items can not be covered by any policy offered. This policy is standard to the industry because items such as pressed wood or lesser quality can typically scratch simply from the moving process. While you disagree that the men performed a good job, our goal is to simply correct what was damaged based on the provisions of the policy elected by you and are notated with your signature. If our men failed to provide the moving services within the estimated/allotted time we would of definitely been able to help with the charges as well, however they were able to accomplish the move in half the time/cost. You have received a check and have not mailed it back to our office for payment in full on the two damaged items based on the elected coverage of $.60 per lb. In the interest of good will we can resubmit the claim based on double the weight. Please mail the check back and we will issue a new check.
I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles. I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
John Reemtsen