Scott Protective Services

I am rejecting this response because:
After calling american van lines repeatedly and getting rudely hung up on--I feel I would need a verifieable weight of all of my items that were taken to Commack NY to be weighed.I feel that is were this scam begins.I have asked them repeatedly for a verifiable weight and have gotten hung up on.If they can not provide something legitamate--not something printed up yesterday-but something with verifiable dates than I am asking for the difference between their estimate 2 days prior on Nov 2 2017 and their bogus weight of 6143. 3143 pounds at the 60 cents a pound that they use for delivery is about 1900 dollars.That is the real amount I was scammed and that is what I am asking for.All the broken items and the missing boxes they will not be responsible for as their letter to me states.The company is clearly a total fraud and Susan Hall who runs the commack office has no ethics at all and never bothers to call you back.Dealing with this company has cost me thousands in damages and boxes that never arrived to me.The area I am going for is the actual weight of my items which I know they fraudulated the number double or more more than the real weight.I am highly suspicious that they made up the number entirely and have no real proof--no real verifiable weight.This is the area I am asking for your help to seriously look into.If they have done this to me they will keep doing it to others

Initial Business Response /* (1000, 12, 2016/03/31) */
We are very sorry for the difficulties that the customer experienced during their move. We expect professional service of all of our personnel, and reports to the contrary are not taken lightly.
The customer, upon the Bill of Lading...

Customer's Declaration of Value, specifically chose to waive their right to purchase valuation coverage for their goods. The contract has an "X" through the provisions to provide coverage, and is signed and initialed the section titled "Option 2, Waiver of Full Replacement Value Protection. Their signature is under the statement "I acknowledge that for 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 Responsibilities When You Move" brochure explaining these provisions. The Rights and Responsibilities book would have provided clear explanations of the provisions of each of the types of valuation coverage. Unfortunately, once the customer has chosen their valuation, then all claims must be settled based on that choice. A carrier does not have the option to ignore the valuation based on circumstances which occurred during the move. All claims must be settled based upon the information contained in the paperwork.
Initial Consumer Rebuttal /* (3000, 14, 2016/04/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue at hand here is one of negligence and intentional damage to property. Negligence and malice are not protected under any contract.
The carrier had a responsibility to treat our possessions with professional care. Rather, our possessions were intentionally mishandled (rolling wood furniture down a hallway, breaking glued joints to dismantle furniture, crushing boxes marked "Fragile" in order to fit them into tight spaces, ignoring "This Side Up" warnings, improperly protecting items strapped to the exterior of the moving truck (including within the undercarriage), etc.
The contract does not ask the property owner to submit to intentional damages and negligence. Rather, it asks the property owner to acknowledge that the company will use professional care but that some damages may still occur.
What occurred were not some damages, they were mass damages (as defined as: nearly all items sustained some level of damage). These damages were not the result of accidental circumstances nor did they occur despite a fair effort by the moving company. Rather, these damages were the direct result of negligence and malace and were wholly preventable.
Perhaps it was due to our waiver of the mover's insurance that they took such aggressive actions against the best interest of our property. If so, this is discriminatory in addition to being negligent and malicious.
Final Consumer Response /* (3000, 23, 2016/04/19) */
My complaint has not been resolved. There is no resolution?
Per the response "parties handling the shipment are held accountable whether the customer has chosen valuation or not".
By what method have the responsible parties been held responsible? Please send me copies of any reprimands or otherwise that were issued based upon the mistreatment of our possessions.
Thank you.
Final Business Response /* (4000, 25, 2016/04/20) */
The customer's claim was resolved when the settlement was paid based on the valuation level that he chose. They had the option of purchasing valuation coverage but chose to waive that option. The customer has reported problems which occurred during their move, for which we do apologize. There is nothing in the contract language, however, that specifies that the valuation choice can be disregarded based on issues which occurred during the move.
I must respectfully decline the customer's request for "copies of any reprimands or otherwise that were issued based upon the mistreatment of our possessions". Matters regarding personnel, vendors or contractors are confidential and cannot be shared outside of the corporation.

Initial Business Response /* (1000, 5, 2018/01/17) */
The customer's move was paid for by his employer, AT&T. AT&T is self-insured, they do not purchase coverage through North American Van Lines so we did not have any involvement with the decision on this claim. They are covered through [redacted]...

which has no affiliation with North American. The [redacted] report indicates that the bags were denied because the customer did not take exceptions to the items being missing.
Initial Consumer Rebuttal /* (3000, 7, 2018/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Be clear, my bags were STOLEN by somebody ON PURPOSE during my household good interstate moving. My AT&T peers and I think it is very interesting to ask why only the EXPENSIVE bags were lost and how could the people know exactly where the bags were. Afterall, it is North American Van Lines, Inc. contracting to AT&T to move me. To save NAVL reputation, I gave your businesses enough time to make things right. The action your businesses took DISAPPOINTED me for CONNIVING their employee by DOING NOTHING and IGNORING my request by NOT RESPONDING.
I wondered what the position NAVL take to REMEDY the situation. I keep my privilege to let more movers( not only AT&T people) know my experience regarding how NAVL treat their customer.
Final Business Response /* (4000, 9, 2018/01/23) */
As previously stated, the customer's coverage for the items in their shipment was not provided by North American Van Lines. It was provided by [redacted] and they adjudicated the claim. North American had no part at all in the determination of the claim settlement. If the customer truly feels that theft was involved, we would encourage them to file a police report. As we are not a law enforcement agency we have no jurisdiction to investigate an allegation of theft.

Initial Business Response /* (1000, 5, 2017/09/12) */
On behalf of the carrier, I apologize for the delayed delivery. While delivery dates are not guaranteed, the carrier makes every effort to deliver within the delivery spread. The customer has 30 days from the date of delivery to submit copies of...

expenses for consideration for reimbursement and Item 306 of the carrier's tariff limits those items for reimbursement.

Initial Business Response /* (1000, 6, 2017/09/12) */
We are sorry for the issues which the customer has reported from the loading of their shipment.
The difference between the items that delivered directly to residence and the ones that were delivered to a private storage facility is that the...

items in the residence would not have been subsequently loaded on a truck and transported elsewhere. Since this second delivery would have been handled by non-carrier personnel, we have no way to confirm where the damages would have occurred. Had the customer noted any damages on their delivery paperwork at the time that the items were placed into the storage facility, that would have indicated that the damage occurred during carrier transport. We have no way to know who moved the items from the storage facility and how those items would have been handled. The customer states that all items needed at the residence were delivered there initially and they had no need to access the storage, but again, we have no way to confirm this.
Initial Consumer Rebuttal /* (3000, 8, 2017/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business does not fully address the client letter dated 9/16/2017, as again provided below. First of all, we were not provided time to review items for damage at the time of unload - we were allocated one day for unload, which was insufficient time for review of the belongings - it was barely sufficient time to unload, period. Second, we were not allowed sufficient time at the loading location in MT to ensure the contents were properly protected. Third, photos were taken of the damaged items BEFORE the second move from storage to the residence occurred by a second moving company. This is nothing but a response to again dismiss accountability and responsibility of the business, and a very weak position. We are honest people, and only request what is right - replacement or monetary compensation for the damage caused, which was ABSOLUTELY, without question, due to poor protection and packing in MT by the business . An extract of the Initial letter content which remains unexplained by the business:
"As explained to you thoroughly, your initial movers in Montana completely FAILED at properly covering and protecting many cherished family items during the loading process (as determined during the unloading process discussed later in this document). I provided them very direct instruction at the beginning of loading, stating ALL items were to be properly protected (blanketed and wrapped) to prevent injury to said items during the approximate 2,000 mile transport. Unfortunately, they were completely understaffed from the onset, and rushed to have the van loaded in one day. This should have been a two day load and unload process due to the volume of material, and is your company's responsibility to not only protect items but ensure adequate staff and time exist for proper service. Upon delivery in Texas and unloading at storage, it was very apparent many items were not protected properly at the time of loading, but we were again at the mercy of your company during unloading, slamming our belongings into storage without us reviewing for any damage - per the crew, they were instructed to unload in one day, just as the personnel in Montana were instructed to load in one day. Upon reflection and to repeat, you failed in providing adequate staffing AND sufficient time coverage for proper/professional loading and unloading, and ultimately failed at proper protection of our belongings causing considerable damage. In addition to damaged items, we also have missing belongings and items that do NOT belong to us. Almost unbelievable.
At no time were any of the items in storage moved during the storage period - the storage unit was packed so full, it was impossible to maneuver any contents without huge effort. Again, no items were touched from the time of unload by your company until the time we moved from storage to a new home. Any items needed immediately upon arrival in Texas were unloaded at my residence, and thus storage access was not needed.
Prior to the move from storage, photos (attached) were taken of damaged items, again, caused by YOUR lack of performance and care. There was no damage to any items on the move from storage to the new home, because we hired a client friendly company that cared about our belongings - NOT North American, obviously.
Also of note, an initial claim form (1 of 2 total claims) was submitted to your office on 7/11/2016. Note that these items were unloaded from your transport at my home on [redacted] XXXXX, the end of June 2016 on the same day remaining items were unloaded at storage. This first claim for damaged items located at my residence was processed and we were properly compensated for damage without any issue. Isn't is possible that we damaged these items before you had a chance to review them, between the time of delivery/unloading and when you had an estimator/appraiser onsite ? We would have absolutely no reason to damage the items further and did not - ridiculous - but isn't this the same set of circumstances as with the subject claim? You have two completely different approaches to the same situations."
Please consider the client UNSATISFIED and NOT in acceptance of the business response, and we request the claim to remain open until reasonably resolved.
Final Business Response /* (4000, 12, 2017/09/25) */
Final Consumer Response /* (4200, 14, 2017/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statements in the letter the claimant previously submitted are not being addressed by the carrier.
Why were we not allowed sufficient time to review the contents when they were originally delivered to storage? Why were belongings not protected properly at the time of loading? Why does the customer have components not only damaged but missing? Why does the customer have components/items that do not belong to us? Why was the customer compensated for items delivered directly to the home, with a long duration between time of delivery and inspection, and not compensated for items in storage that were not touched until photos were taken of the damage - this was PRIOR to being handled by the second carrier? Why does the carrier have a 6-9 month period where a claim can be submitted - why aren't claims required the moment delivery occurs? And more questions too numerous to mention.
The fact is, the carrier has been caught providing inferior service to elders, and not wanting to be responsible or accountable for the large amount of damaged goods. Extremely shoddy services and the carrier needs to be held accountable.
This claim will continue until it's properly resolved - compensation and/or repair to damaged items. It has also been referred to FMCSA and may be forwarded to proper authorities for review of elder abuse.
[redacted]
XXX-XXX-XXXX

I am rejecting this response because:
One of the main reasons that we chose to use professional movers was that this was an international move and we wanted people that knew the procedure for shipping internationally.  As NAVL markets itself as an international mover we assumed that they were familiar with all requirements for shipping and that they would handle this for us.  We still maintain that knowing the needed paperwork is is NAVLs responsibility and one of the services we were paying for.  As such their claim that we were unaware of the work visa requirement amounts to the customer being held responsible for the business not knowing their own profession.  Furthermore:- The movers made an impossible request as work permits are almost always obtained at the boarder when a person enters the country.  The work permit was sent to the movers within a few hours of being obtained.  There is nothing the customer could have done to send it any quicker.- The request for the work permit was made only a few days before the planned shipping date, even though the movers were aware that we would be shipping a car well over a month before that.  Travel plans were already firmly set at this point and there was little time to react.- The move coordinator did not communicate that the shipment would be split or delayed.  Upon receiving the request we informed the movers that work permits are usually only obtainable at the boarder and gave them our work authorization number, which shows that we had been approved to receive permits once we reached the boarder.  We told them that we would send it the same day that we got it, which we did.  The mover responded but did not mention that they planned to delay shipping and split the shipment.  We assumed everything was fine as we were sending the permit on the same day as the car was to be loaded and there was no chance it would be near the boarder by then. We only found out about the split shipment days after we had moved to Canada.- The household goods were not actually loaded until 4 days after the work permit was send, so the car could have been shipped with everything else.- Not that this matters, as the above reasons more than suffice, but we have still not been able to find any indication that a work permit is required by Canadian customs to ship a car.  It is required to pick it up from the bonded warehouse, which makes more sense.  This seems to be a internal company requirement and not a requirement imposed by customs.The customer did everything they were requested as quickly as possible.  The delay was caused by the movers own mistakes and we should be compensated for the costs we incurred as a result of this.

Initial Business Response /* (1000, 5, 2016/08/12) */
On behalf of the carrier, I am so sorry for the delay. The entire hotel bill will be credited to the customer's credit card.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from...

the business.)
All I was asking for from the movers was the full credit card amount for the 6 nights we stayed in motels. They have since fulfilled that request. Thank you Revdex.com for your help in getting this settled so fast. Take care, [redacted]

Initial Business Response /* (1000, 6, 2016/05/03) */
We are sorry to learn that the customer had difficulty during their move. the customer has never contacted our customer service nor claim departments. The numbers of these departments are on the Bill of Lading and inventory sheets, both of...

which were signed by the customer. Had he contacted either of these numbers he could have received assistance. He can file a claim for his items by either calling XXX-XXX-XXXX and requesting that a claim form be mailed, or by going online to www.navl.com and using the internet claim form. All claims must be filed within 9 months from the date of delivery.
Regarding the charges on the move, the Estimate/Order for service that the customer has submitted indicates that this is a non-binding estimate. the language on the form specifically states "This NON-BINDING Price estimate is based on this estimate and Order for Service..... This estimate is not binding upon the carrier and the charges shown are the approximate costs......"
And "Carriers are required by law to collect transportation and other related charges computed on the basis of their lawfully published tariff rates regardless of any prior rate quotations or estimates."
Since the estimate was not a guaranteed price, the carrier was required to base the charges on the actual weight of the shipment.
Initial Consumer Rebuttal /* (3000, 8, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said I had not contacted their customer service which is not true! I initially I was contacting [redacted] right away. Then I had also called their customer service. And she too told me that the carpets are with the driver and she is looking into the matter. I have copied two initial emails here.
[redacted]
Jan 19
to [redacted]
Hi [redacted]
I have my husband's form attached. Please subtract [redacted] from his card and rest from mine.
N:B: We are missing the rolled carpets (packed by your people). Could you please look into the matter.
Thanks,
[redacted] reply
[redacted]
Jan 20
to me
[redacted],
Driver called our office. He has the rugs and will make arrangements to delivery them to you.




[redacted]
Sterling Moving & Storage
Office: XXX-XXX-XXXX [redacted]
CT Office (fax): XXX-XXX-XXXX
RI Office (fax): XXX-XXX-XXXX

*As a proud partner with Move for Hunger, please consider setting aside any unwanted, unopened canned or dry food items. Our driver and crew will gladly provide a carton and pack those items on move day. We will in turn, deliver all Move for Hunger cartons collected, to our local food bank. Thank you from all of us at Sterling-North American, CT Food Bank and Move for Hunger.

moveforhunger3sterling m&sna-logo
Final Business Response /* (4000, 11, 2016/05/09) */
The customer had not contacted customer service at the corporate office, so we were unaware of this issue. The corporate customer service number is listed at the top of their Bill of Lading.
Regarding the carpets, the driver who has them has been dispatched through Texas and plans to have them delivered to the customer by the end of this month. we apologize for the delay.
Regarding the weight, had the customer contacted us before the shipment delivered, we would have made arrangements to have the driver reweighed at the time of delivery. As such, we cannot reweigh it after the delivery has been completed. Their estimate was not guaranteed; charges were based on actual weight and the services provided.
Final Consumer Response /* (4200, 13, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How do I know that the person who were contacting me initially (Paul Ryan and [redacted] is not the person whom I should contact when any issue arises unless they tell me!
It was a reluctance behavior from them and the driver.
About the weight as I said before I wouldn't have complained about it. I would be okay to pay a little more if I was satisfied with the service. But please advise your marketing people not to give promising estimate, rather they should always use the word 'rough estimate' to the customer.
As [redacted] told us 'the estimate is about 3700 lb, but I am putting 4000 lb as it will give you better spot.' So I asked can we be sure with the higher limit? He said 'almost definitely'. Later they said its 4900 lb. I would have not picked it up as an issue if we had gave all the stuff in our house to the driver. We had driven a SUV full packed I am assuming which had about 800 lb (all the books, glass ware, dinner ware these were quite heavy!!) In that case the total would be 5900 lb! A 54% error in estimate shows a very poor prediction. Doesn't it?

The customer's car was not sent with North American Van Lines as the rate to do so was too high.  The booking agent that handled the move for the customer explained this is the e-mail below.  The customer also did not provide the agent with his work visa, which delayed the shipment of the...

car and caused it to be separated from the household goods shipment to prevent delay of the household goods.  Please see email from agent to customer below. Dear [redacted], Please recall that when I provided the quote to you that I suggested you contact the Canadian consulate to make certain that all necessary paperwork was known by you and was received by me to provide a smooth shipment process.  And also recall that on December 15th I emailed you that, because we didn’t have a copy of your work visa, which was necessary to import your car, we had to separate your vehicle shipment from the household goods shipment so as not to delay your household goods shipment any longer.  Because of that separation, and because the North American quote for just shipping a single car to Canada (now a separate shipment) was so high, a third party carrier was used so as to keep the total move cost within the confines of the original quote while getting the car delivered as expeditiously as the third party carrier could.  I’m sorry, but the delay in the paperwork (receiving the work visa) caused the delay in receiving your car.  There will be no reimbursement for car rental charges. For this reason we are unable to accommodate the customer's request for car rental reimbursement.           [redacted]North American Van Lines / Albuquerque

Initial Business Response /* (1000, 6, 2016/03/24) */
On behalf of the moving company, I am sorry the customer could not report a more favorable move. After reviewing the origin and delivery paperwork, I note the customer did not make written exceptions to mishandled cartons. Further, the 2 cartons...

that were reported as missing were not packed by carrier personnel. Therefore, we have no knowledge as to the contents. The carrier has issued a payment in the amount of [redacted] for each reported missing cartons. Without proof or documentation that the cartons were mishandled while in the carrier's possession, we are unable to offer any further compensation.
Initial Consumer Rebuttal /* (3000, 8, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the mover dropped the first box and then the second tossing both I became upset. The one handling the documents Mr. [redacted] came from the front of the house and yelled at him and stated "you're always rushing and breaking things, you know you can't do that". Mr. [redacted] turned to me and said [redacted]'t worry you took the insurance right"? I said " yes". He said "take pictures of the boxes and what's inside and file a claim". That is exactly what I did. I took pictures and asked him before I signed off before they left "if the pictures are enough and do I need to document anywhere that there were damaged items. Mr. [redacted] stated "no the pictures are your proof". I contacted North American Van Lines and was told as long as I saw the boxes being dropped and thrown along with the pictures as proof I will be reimbursed.
When I went to pick up my belongings, I noted on the form which were signed by the warehouse Manager, there were items missing and damage and again was told to file a claim for the damages and missing property.
The claim has been filed and now people are making false stories and faxing the improper documentations to the claims department. North American Van Lines need to be ashamed of themselves. They're taking people belongings which does not belong to them. Mr. [redacted] and his crew knew that if they damaged or took things they wouldn't be held liable. Mr. [redacted] purposely did not document the items that were damaged while in New Jersey.
I paid for a service to have my belongings moved from one state to another and not for it to be damaged or missing. This was my first long distant move and I asked a lot of questions so I wouldn't have any issues. Now some of my belongings are missing and damage no one seems to care. What is the purpose of offering insurance to insure your belongings if you're not holding the drivers responsible?
[redacted] is not acceptable because my belongings cost way more than that amount. We're talking about over [redacted] worth of missing property. When I was giving the option of packing it myself or having the movers do it. It was never brought to my attention that if I packed it myself and the drivers took anything I wouldn't get reimbursed. So why not take stuff from the customers knowing that they would not get reimbursed? Customers trust your company to help them and your company turns around and screw them. Without the customers this company wouldn't be in business. The company purposely withheld information so they would not have to pay out for the claim.
This company is about quantity instead of quality and integrity. Customers are just a number and dollar signs to them. I have not received an apology from this company in regards to my belongings. When I call they do not answer, do not return call, or when someone answer they brush me off of the phone. When I spoke to [redacted] in the PA office he said to me "It's not my problem your things are missing and I do not care. File a claim and I'm hanging up on you". I would never recommend this company to anyone.
Final Business Response /* (4000, 10, 2016/04/11) */
The customer signed the delivery documents directly beneath the statement, "Important Notice: This is an item check-off list used to assist in verifying that all items on your inventory were received. Please describe any loss or damage on this form." This document signed by the customer is the carrier's primary means of establishing liability. Without written exceptions, the carrier has no way of determining if the damage occurred while its possession. It is for this reason the claim settlement has been finalized. When the carrier and the customer do not agree on a claim settlement, arbitration is an option. Should the customer wish to pursue arbitration, she may do so by contacting the American Moving & Storage Association. Their website is www.moving.org.

Initial Business Response /* (1000, 7, 2015/07/24) */
Contact Name and Title: Cindy B. REG# XXXXXX
On behalf of the carrier, I am sorry the entire shipment did not deliver on time and together. According to our operations department, the remainder of the customers goods are anticipated to be...

picked up on 7/27 with delivery tentatively scheduled for 8/4. Depending upon availability, the balance may deliver sooner.
In the event the customer has receipts for items she has purchased as a direct result of the delay, she can submit for consideration.
OFFER:

Initial Business Response /* (1000, 6, 2015/09/16) */
Contact Name and Title: Cindy B. XXXXXX
Carrier agreed to reduce the charges as a gesture of goodwill.
OFFER:
Initial Consumer Rebuttal /* (2000, 8, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

I have attached documents showing that the customer was quoted a guaranteed not to exceed price of $5155.33. there are multiple documents attached with this figure that are signed by the customer acknowledging this. I have also attached the signed Bill of Lading with the actual charges of $5041.11....

We uphold the charges as due.

Initial Business Response /* (1000, 5, 2016/07/19) */
According to our records, the customer has submitted his claim settlement to our Review Board. His claim settlement will be reviewed in the order in which it was received. He can anticipate a response within the next 15-25 business days.

I am rejecting this response because:  You did not answer the phone or return calls for clarification, you hid.  You offered the credit based on service level.  Late and not delivered to the level you quoted.Yes you have signed documents because you held us over a barrel.  We had no other choice to than to sign the document.  You took advantage of an elderly, 83 year old woman.  Not very reputable.

Initial Business Response /* (1000, 5, 2016/05/19) */
The customer did not purchase insurance on their move, as the moving company does not sell insurance. They did purchase Bill of Lading valuation, which limits a carrier's liability to damage which can be confirmed as occurring as a result of...

mishandling during transit. The customer had damaged items which they did not report to the carrier until after they'd had repairs performed by an outside party. The 3 week wait for the carrier's repair service does not enter into the situation, as the repairs had already been performed when the customer submitted their claim. The claimant did not submit their claim until March 28, 18 days after the shipment delivered. The claim form makes no mention of the entertainment center being a danger to family members; if the claimant had brought that to the carrier's attention steps could have been taken to assign a restorer more quickly. The inventory sheets which were signed by the customer at origin do not contain any mention of damage at the time of delivery to the items in question, despite the instruction on the inventory sheets to "describe loss or damage in the space on the right above". The inventory sheet also provides the toll-free number for the claims department to assist a customer in making their claim. Claimed damaged items must be assessed by a trained furniture restorer to determine if the damage claimed is transit-related. Because the items were repaired before such an inspection could take place, the carrier was deprived of their right to inspect items claimed against it in their claimed damaged condition. As such, the claim for these items was denied.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Bill of Lading - Customer's Declaration of Value did not give instructions for submitting a claim. At the time the property was left at my house the driver said he was aware of the damage and would submit a claim. I was not aware I had to submit the claim or how to submit it. When I had not heard from them about the claim I contacted [redacted] who told me how I needed to make the claim. It should have been in writing how to submit the claim and when. I was mislead in thinking the damage was noted at the time of delivery and that was sufficient. I did not receive a copy of the manifest mentioned that was signed at the time of delivery. I disagree with the finding but understand the only option I have left is in small claims court.

Initial Business Response /* (1000, 6, 2017/01/17) */
It was disappointing to read the details outlined in the customer's complaint regarding the origin service. On behalf of the carrier, I apologize. I contacted the agent and forwarded a copy of the customer's concerns. Their response stated 7...

a.m. start times are rare and usually increase the cost. The agent's record indicates the customer was notified the day prior to packing that the crew would not be able to arrive by 8 a.m. but a call in the a.m. would notify the customer as to the time the crew was arriving. As for the packing service, I am sorry I am unable to change the circumstances surrounding the move. The claim has been paid based on the customer's written exceptions noted at the time of delivery. Because the carrier relies on written exceptions, I am unable to compensate the customer as requested.
Initial Consumer Rebuttal /* (3000, 8, 2017/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I found out missing stuff and contacted my coordinator, I was told to fill in the claim form and it would be taken care of. But now the company does not acknowledge the missing items. As at the time of delivery, due to limited timeline, I did not get change to open all the boxes and assumed that those missing items were packed somewhere in the boxes till I searched all the boxes. For example, regarding the 2 light bulbs, they were originally placed in my lunch box. I told the packing guy not to mix them up with my utensil. He was reluctant to take them out and then I did not know where they were.
Now the customer had to assume all the loss imposed by the non-professional service. I was very disappointing and insist my dispute claim. I do not accept company's attitude and the non-professional way the whole process was handled.
Final Business Response /* (4000, 11, 2017/01/20) */
The customer has a responsibility to document any missing at the time of delivery. Written exceptions are the carrier's primary means of determining liability. It is for this reason the carrier maintains their denial of the reported missing items.

The customer obtained an estimate for the glass shelf and filed their claim with a claimed amount of $69.52. We accepted liability as claimed but due to the $250 deductible no cash settlement was made. I find no notes where anyone here may have "guided" the customer to input the claim at $69.
We are sorry for any inconvenience this has caused the customer.

Initial Business Response /* (1000, 6, 2017/08/25) */
We are very sorry for the difficulties that the customer has experienced on their move. The wardrobes cartons have been shipped UPS and should be arriving soon. A refund of [redacted] has been issued to the customer's credit card. Arrangements...

are in progress to pick up the two Misdelivered dining chairs. The customer will be reimbursed for the [redacted] that she spent.
Regarding the customer's request to have the [redacted] delay compensation extended through the period of time waiting for the remainder of the shipment, we are unable to comply with that request. Delay compensation is extended through to the second delivery date only if the 2nd part of the shipment is [redacted] or more of the total shipment weight. Three wardrobe cartons would not have equaled [redacted] of the shipment weight.
Initial Consumer Rebuttal /* (3000, 8, 2017/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response attached as a pdf file.
Final Business Response /* (4000, 14, 2017/09/19) */
The 2 chairs were scheduled for removal by UPS on 8/30. On 8/25 the wardrobes that were inadvertently left behind were taken to UPS for shipment. The customer has been issued separate refunds for $100 and [redacted] All of the customer's concerns appears to have been addressed. Please advise us if this is not the case.
Final Consumer Response /* (4200, 16, 2017/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The 2 chairs were indeed picked up by UPS on 8/30. HOWEVER, they mistakenly arrived at my house (instead of my clothes) on July 28th and sat in my living room for over a month and were picked up only after over 60 emails and phone calls to Great Plains with no action.
2. The boxes of my clothes did finally arrive on 8/25. HOWEVER, Great Plains was notified on June 12th that they were left behind, and I did not receive them until over 2 months later. I called or emailed Great Plains every single week during that period and I was repeatedly told they would be "shipped this week."
3. I received my refund for the lamp piece and the amount I was overcharged. HOWEVER, I had to drive to UPS to ship the lamp part back and my refund was significantly less than I understood it would be from the Great Plains salesman who grossly overestimated my load by [redacted] after I repeatedly expressed concern that the inventory and weight estimate was not correct.
My move was on June 12th and not completed until August 30th. Between these times, I contacted Great Plains at least 70 times and my move coordinator consistently indicated it would be all taken care of that week which had a very negative impact on me financially, professionally, and personally.

I am requesting delay compensation of [redacted] from July 7-August 30th for the extremely long delay during which I incurred significant costs due to the gross incompetence of Great Plains Moving. As I said earlier, I understand that is not your "policy" but I do not think it is your policy to treat customers as poorly as I've been treated either and I believe you owe me fair compensation.

Initial Business Response /* (1000, 7, 2016/03/04) */
Contact Name and Title: [redacted] B. XXXXXX
On behalf of the carrier, I apologize for the delayed delivery. I understand the customer is working with customer service and delivery is anticipated for next week.
OFFER:
Initial Consumer...

Rebuttal /* (2000, 9, 2016/03/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The delivery was made today but I had some issues with the booking agent A-1 Freeman that I will take up with them. They opened several packages packed by me and repacked them without my consent. I thought you should know that this occurred at a North American agent.