Scout Moving & Storage

[redacted] , Thank you for reaching out to us with your feedbackWe received the complaint you have filed with the Revdex.com and I’d love to address your concerns In regards to the pick up window, when you booked your move with your broker, Budget Van Lines, you were given a pick up window in which we could arrive to load your itemsThis window was June to July 1stWhen we first spoke, you explained that we would have to coordinate this window around the time that your pick up contact would be available at your addressWe actually changed the time frame so that it would be more convenient for you and the last I spoke with you about it, your options were the 30th between and pm, and if we couldn’t make this time frame, we would make arrangements to arrive first thing the following day The reason it felt like we called you an hour before pick up, was because you were scheduled to be picked up the following day, and requested we change our schedule to accommodate your needs, which we were happy to doI apologize if it seemed as though we didn’t give you enough notice but we wanted to work with you to make things as easy as possible Additionally, we were not in such a hurry that we left without taking all of the items on your listI remember I actually spoke with you regarding these left behind itemsOur foreman checked in with your pick up contact multiple times while doing a walk through the house to make sure we weren’t leaving behind any items that needed to be loadedWe even went back to pick up these items that were left behind, through no fault of oursI recommended you speak your pick up contact to see if there was any misunderstanding on the items we were to load because we made sure to take everything that we were told to take Lastly, in regards to your delivery, I’m sorry you had such an awful experience with our driverI do want to make the point that your contract states that the balance on your account must be paid prior to the unloading of your items to you, and that does include any fees due to uncommon circumstancesWhat I mean is that the $he asked you for on the deliver, covered the cost of extra labor to carry your items the extra distance from the truck to the house, which is all explained in the contractFrom what we heard from the driver, you requested he park in an alley that a foot tractor trailer would not be able to turn into, so his next best option was to park in the streetHad he not parked in the street, as per your contract, you would’ve been responsible for a shuttle charge (smaller truck that would’ve fit) and that would have been four times as expensive as the labor he asked you to pay However, none of this excuses his behavior towards you, and for that I am sorryWe’ve taken the necessary measures to ensure that our driver will no longer speak to our customer the way he spoke to youIt was uncalled for and I apologize that you had to experience that We’d be happy to speak with you more regarding this matter and encourage you to reach out to us if you have any other questions or concerns Thank you, Kayla Scout Moving & Storage

First I would like to say I am sorry for everything that you had to go throughI know that we resolved the issue with the credit card payment In regards to the open boxesPer dispatch, there was a piece of plastic hanging out of your boxThey opened it up and found it to have illegal itemsWhich we still have here at our office in Portland Shipping those items would be against the law so we were not able to and also gave you a discount for the inconvenience To this date, we still have your box here and really do need someone to come get it please We of course cant send you a copy of our warehouse footage because it would show other customers items and we dont have permission to do that In regards to the re-weighI did have a conversation with you and dispatch before I left on FridayIt seemed like everything was in order to do thatThen the driver stated that he was going to do it Then we rcvd this email from youWhen you stated you were canceling your request for the re-weigh, Dylan text the driver and let him know that the re-weigh was not to be done since you cancelled your request for it This is why the re-weigh was not done In regards to contacting the owner of the companyHe is aware of your situation but he has no direct contact with customersHe is not involved in day to day operations and does not talk to customers directly Just like with most corporations, you cant ask to speak to the [redacted] owner and let him know what your issues are, that is the same with our company I do apologize for any issues you did have with our company Customer satisfaction is something we strive for and something that I personally want to accomplish with every customer I cant authorize a complete refund of your move since that is something we just cant doPlease let me know if there is something else I can do to help out I know you had some items that were broken or missingThe claims process can help out with that Once you file a claim, I may be able to speed up the process and help out there If you can send me a list of the broken items and the missing items, I may be able to just skip the claims process depending on what the items wereI will have to have rcpts showing what those items were Please let me know asap so I can start working on that process for you and see what I can do to help out Melissa Dylan, The agreement was that we would be present for the re-weightI will absolutely not take this guys word on what the re-weigh is without seeing the truck and contents myselfThis was explained in depth in our previous conversationsIf he doesn't contact me with time and place to meet for the re-weigh, it can be a mute point at this junction and I will not allow it, as I am the one who requested itI am canceling my request for the re-weigh and once my items are delivered tomorrow my business with Scout Moving is over Please make sure your boss is aware of this The police here have been notified and will be present when my items are delivered to ensure our safety It's unfortunate that this is how things have ended up Please provide me with the companies name and contact number as I requested in my previous email as well as the owners name and contact for Scout Moving Thank you

We highly regret any damage, especially to the extent that occurred on your moveAs is evident, your crew did not take due diligence during the handling of your items and we apologize that it occurredWe encourage you to follow our claim procedure so that your issues can be properly addressedIf you'd like us to email you that information, we'd be happy toAgain we regret that any damage occurred on your move and that your experience was below expectation

Complaint: [redacted] I am rejecting this response because:There is no truth to your statementI never received any claims form or information referencing a claimI never received a copy of the inventory your Forman was supposed to have provided that doesn't show a recliner ever being picked upYou don't mention in your response that a chair was randomly added to my shipment that I rejected, and my recliner chair was missing in its placeThat chair that did not belong to me WAS counted on the inventory list the delivery guys hadMy calls and emails were ignored, you do not strive for the best of anything regardless of what you write in your responseThe way I was treated was unprofessional, and I was made to feel as if my business was not important to ANYONE working there after how poorly I was treatedI would call and be told no one in relocation coordinating was available AFTER I gave my nameThen, I would receive another email saying my missing recliner was being looked intoDid you think I would just go away? Your way of handling mistakes on YOUR part is unacceptableI wonder if the extra chair I received ever made its way back to its ownerMistakes like that alone should not happen with a moving company.Sincerely, [redacted]

***,You are correct to say that you communicated your concerns regarding the box truck vsan wheelerWe addressed these concerns with you prior to the pick upWe apologized that our saleman did not correctly communicate the service that we were providing you and we went over your options at this pointYou let us know that you were really in a bind, which is why you booked with us only two days before your pick up date, and we really wanted to help you get moved because we understood that you were working with a limited amount of time We didn't have any semi trailers available to be loaded with your job so we were unable to provide that as an optionThe other options were for us to pick you up with a 26' truck that was available, or we could cancel your moveNormally, if a customer cancels their move within seven days of the pick up, we retain the deposit paid because we have to make a lot of adjustments and change plans last minute to fill in gaps like thisWe let you know that we'd be happy to provide a refund if you didn't want to move forward due to the miscommunicationWe assured that our moving crew would do a great job at packaging your items After the pick up, where we did tons of additional packing, you said you were happy with the service and so glad you stuck with usIf there is any chance that we had actually been negligent, I assume we would've heard from you at this point, advising that our packing techniques were insufficient or that we didn't do a good job at preparing your items but that is not the caseWhen you informed us about the damage to your items, you stated that almost every piece of furniture was damagedYet you provided only three photos to us, which showed small amounts of damage to your furnitureWhen Gil spoke with you on the phone about your damages, he gave you instructions on how to file a claimI've also sent you an email containing the details on the claim process so you can get startedFiling a claim should provide you with enough compensation to at least repair the damages you say your furniture has enduredWe've been looking for the box you are missing that contains the hardware for the bed and have been unable to locate it thus farWe are still lookingYou will be able to claim this box when you file with the insuranceIf we find it after a claim has been filed, we will still make arrangements for the box to be sent to youAt this point, a full refund is not going to be possibleAdditionally, we noticed that both you and your wife posted, word for word, the same negative review for our business on YelpWe would appreciate it if you didn't make it seem like you didn't have any other choice but to stick with usYou were under a very limited time constraint and we were doing the best to accommodate your scheduleIf you really didn't want to work with us, we would've been happy to refund your deposit as compensation for the inconvenience so you could work with a company that could comply with your every whimObviously it was not our intention to accept your business and, as you stated, neglect your itemsWe did a wonderful job at packaging your items (otherwise, judging by the history of your complaints, we would've heard about it after the items were picked up) and I find it hard to believe that "Just about every piece of our new furniture has a scratch, multiple scratches or serious marks on it" when you have only supplied us with photos documenting minor damage to your furniture, when we packaged everything so wellYou even stated that the damage is cosmetic in that same email, therefore there is no reason why filing a claim shouldn't award you with enough compensation to get this items repaired.As I stated, we've sent you instructions on how to file a claim so you can be compensated for the cosmetic damage to your items, as well as the box with the missing hardwareTypically, the insurance company will allow you to file a claim for the item missing the hardware so you should be able to repair/replace your items with the issued settlement once they process all of your information.If you have any questions, please feel free to contact us (or Anthem, the claims company, whose number you can find at the bottom of the email we sent you), and we'd be happy to assist youThank you,Scout Moving & Storage

First, I would like to apologize for the issues you had and the customer service you receivedWe do strive to make sure each and every one of our customers has a positive move and when that does not happen, we do try to help out any way we canPer our previous conversations with you, our sales staff did not get a specific inventory and just went off a general size estimateThis should have not had happenedWe should have gotten a specific inventory from you so we could give you a better idea of what your final price was going to beThe day prior to pick up, our relo coordinator did go over the inventory with you and did get a specific inventoryBased on this inventory, we did give you a estimate and based on the inventory you gave us, your price did not change from the original quote of $ Once we got out there for the pick up, there were addtional items that were on the inventoryThere were extra boxes and some addtional items Based on this new inventory, the price did increase because of those addtional items We did let you know what the new price was going to be and also gave you a discount of $to help outI know there were some damages and we did email you the contact information to start the claims processI also want to apologize for the damages that have occurred.Moving is stressful and having to deal with damaged items is difficultPlease contact us if there are any questions about the claims process or if you have any other questions or concerns about your move

[redacted] ,I am sorry for the confusion but there is not a chair on our inventoryYour POA should have a copy of the inventory that was given to them upon pickup, if you can send us a copy of the inventory that he has showing the inventory number of the chair, we can go from there.Thanks

We contacted [redacted] on 6.15, 6.16, 6.17,6.22,6.23,We contacted the customer(you) directly on 6.22,7.3,7.9,7.21,7.29,7.31,Aug.3, and Aug 5th.I am sorry if you dont think we contacted you enough timesWe did try to keep both you and [redacted] updated in regards to the status of your move I have attached a copy of the claims information again to make sure you get the correct information to file a insurance claim for your itemsPer our contract, we did give you a discount based on how many days we were late beyond your window Please let us know if there are any other issues or concerns you may have

Hello, We apologize for the experience you've had while working with us, and I like to do what I can to resolve these issues. I apologize that you feel you were not provided with white glove service. I'd like to express our need for a little bit of clarification because it seems that you're saying... you paid $600 specifically for a "white glove service", which is not a particular service that we offer, so I'd like to talk to you some more about that. Regarding the inventory where a good number of your items were marked as "scratched", I understand your concern completely so I looked into the issue for you (partially why it took us so long to get back to you). As a supplement to the estimate we sent you when you booked your move with us, there is a document/website called "Your Rights and Responsibilities When You Move". It did take me a while to find some explanation, but it does state the following: "Remember that no furniture is pristine. SC will be the condition if the furniture isn't in its original box". I apologize that this information was not relayed to you, but I would just like to confirm that we were not attempting to misrepresent the condition of your items; we were just sticking to the policies of the business. I'd be happy to discuss this with you further. The actual volume of your items is assessed on the pick up of your items, not the delivery. When we load items for delivery, they go onto semi-trailers and if they are packed too tightly, due to the stress of interstate travel, things can be more easily damaged. I understand that you had a representative present on the pick up so we were unable to show you how we calculated your final volume, and that seeing all of the empty space at the delivery can be alarming. I want to assure you, the empty space was just a result of loading the truck in a way that would keep your items as safe as possible. Lastly, in regards to the damages that you noticed after the delivery of your items, we regret any actions that may have caused damage directly to your items. I remember we spoke about a month ago about the claims process and how we can go about compensating you for these damages. I explained that sometimes we can settle these matters outside of the claims process, and that to do that, we would need pictures of the damaged goods so we can evaluate them and decide on an appropriate amount to compensate you. Your other option, which you have 9 months to do, is to file your claim with Anthem, our claims management company, directly, and allow them to evaluate the damages for you. We haven't heard from you in regards to the photos, or from Anthem in regards to a claim filed in your name. I apologize if you feel that we are refusing to compensate you. You still have plenty of time to complete this process and if you have any questions or need help deciding which avenue to take, just give us a call and we can walk through them. Overall, we value your satisfaction, and would really appreciate an opportunity to talk through your concerns with you so we can provide you with an appropriate resolution. Please contact us at your earliest convenience, if you have any questions about the claims process listed above, or if you have any other concerns you'd like to address with us. Thank you! Scout Moving & Storage

***, We received the complaint you have filed with the Revdex.com and I’d like to take a moment to address your concerns The day before the pick up, we did give you a call to explain that we’d be picking up your items in a box truck, and that they’d be transferred to a semi trailer when they departed our storage facility for TexasWe also understood that this is not exactly what was described to you when you booked your jobI’m sorry for the misinformation you receivedWe spoke with you prior to the move to make sure and we were very upfront about not having a semi trailer available for your pickupWe even gave you the option to cancel the move and get your deposit returned to you if you didn’t want to move with usHad we had a semi truck available at the time of your pickup, it might have been an option but you were in a rush to move and we were only trying to help you get all packed up on time I received nothing but good words from you after the pick upIf you felt as though we did an inadequate job packing your items, I would have expected to hear this from you at this pointHowever, you had a lot of high praise for us, saying that we were very professional and you were very glad you stuck with usYou stated that most damage happens on during the shuttle on the box truck, but realistically, most damage happens as a result of insufficient packingThe movers did a wonderful job packing up all of your furniture to make sure they would not be damaged during transit Then we received an email from you regarding the damages you saw on your itemsYour opinion quickly changed and you started talking about how angry you were and how upset you wereThis is all understandable considering that you said “Just about every piece of our new furniture has a scratch, multiple scratches or serious marks on it” I made an effort to try and get more information from you via email, including asking for pictures of the damaged itemsAlthough you said that your furniture was full of damage, you didn’t send me more than three pictures with showing minor damage to your furnitureI don’t mean to undervalue the feedback you’ve given us, but how can we possibly help compensate you for damage if we’re not able to see the extent of it? Additionally, I asked for a picture of where the legs would go on the bed sets so that we know what to look forIf we would’ve found the box by the inventory tag, that would’ve made things really easy for us but sometimes the stickers come off of the box, which could be potentially why the box didn’t make it on the truck to begin withThe reason I asked for pictures of the furniture missing hardware, was so that if the hardware and the legs were found, we could match it to your furnitureHaving these pictures would absolutely help us figure out the next step in the process for you My manager, Gil, tried leaving messages for you as well, and it seems that you both just have very different schedules, and had a hard time getting in contact with each other You signed paperwork that explained the rate of our coverage without any third party insuranceWhen he spoke with you, he explained the claims process you would have to go through with Anthem, our claims management company, who can assist you with appraising your damaged goodsRather than continuing to post negative feedback on social media, we recommend you contact us directly so we can give you the instructions to begin the claim processOnce Anthem receives and evaluates any claim you submit, they’ll ask you to agree to the appraised compensation and we’ll be able to send you a check at this time If you have any questions, you can reach out to us at anytimeIf you’d like to begin the claims process you can visit MyMoveClaim.com or call Anthem directly at 1-877-476- Thank you, Kayla Scout Moving & Storage

We apologize for the way the claims process makes Ms*** feelWe have confirmation that she did accept the settlement from Anthem, our claims management company, and we did payout the amount of $to cover any damageIf this doesn't satisfy the complaint, we'd like to offer an additional $to cover any other costs incurred while trying to replace the damaged items.
We'd be willing to discuss this further if Ms*** would like to reach out to us at her earliest convenience
Thank you

First, I would like to apologize for the issues you had and the customer service you receivedWe do strive to make sure each and every one of our customers has a positive move and when that does not happen, we do try to help out any way we canPer our previous conversations with you, you had a
contract with *** *** *** which in turn had a contract with us Your window for *** was from 7.06- We always try to do better and tried to make your window smaller of 7.06- On 7.21, we contacted you and let you know that your items would be loading any day now and that once we got an eta, we would let you or *** know On the 29th, we emailed *** with an eta of 3-days Then on 7.31, we gave *** and you an eta of 1-daysThen on the 5th, we emailed both *** and you stating that items were going to be delivered the next dayPer our contract, we gave you a credit of $That is for the days we were late beyond Budgets windowUnfortunately, if you bought items while you were waiting during your window, we are not able to refund you for that amount Since this complaint, your items were delivered and we did give you the discount per the contract for the four days late.Moving is stressful and not having your items is very difficultI am sorry for any inconvenience you had. Please contact us if there are any additional question or concerns you may have

Hello!Thanks for reaching out regarding the move that occurred on June 24th, 2016.The original estimate was a total of $for the relocation of cubic feet of household goodsAs stated in the estimate, this number is calculated based on the total volume of the shipment and is subject to
change depending on the size of the shipment at the time of pick up.We sent emails out throughout the week prior to the move, asking for updates to the inventory should there be any, to make sure the estimate is as accurate as possible.Upon pick up, the total volume of items picked up was cubic feet, more than twice the estimated sizeI understand that there was an agreement for a semi trailer, however this is not standard practice, and the original estimated volume of CF would have had no issues fitting on the truck that arrived to pick up the itemsI'd like to be clear that there were no charges for having to load twice with the smaller truck, but we do apologize for any confusion or inconvenience relating to the mix up with the truck that picked up the shipment.The actual shipment, being CF, made the bill increase, because it's completely calculated by the volume of the shipment, to a total of $10510.00. We sent an email on June 26th, two days after the move, summarizing the total bill and providing some important information for the deliveryThis email received no response.I did hear from Kevin, the coordinator who set up the move, that there were some questions regarding the billI called and left a voicemail on June 29th to give us a call back so we could go over the chargesI did not receive a call back.By July 1st, the items were already on the way to Kalispell, Montana, and the delivery driver called our office to let us know that the final balance was requested to be paid via credit cardOur standard policy requires delivery payments to be made with cash or a money order because our drivers can't take payments and we can't guarantee that the office will be open at the time of the delivery (especially if it occurs during a weekend)We made an exception and processed the payment through the officeI called but again, did not receive an answer, and left a voicemail.We emailed to make sure we had authorization to run the card and we received a message back saying there were questions about the balance, and authorizing the paymentI responded to the email, saying that we'd processed the payment, and that I'd left voicemails and would love to speak with someone and answer any questions there might beThis email did not receive a response. We checked our Relo Coordinators (customer service) records and we never received any callsKevin, the sales coordinator, left the company about months after the move, so he would've been unable to answer any callsHowever, the phone number for our customer service is in all of the emails we send and on the paperwork we sign at pick up and delivery.Because we've been unable to provide this information directly, here's a list of the discrepancies we found that resulted in the higher volume at the time of pick up. To recap, here is the inventory list we had at the time of pick up:Armoire Regular Bed Full Bed King Bike-Adult Box Medium (CuFt.) Cabinet Medium Chair Dining/Kitchen Chair Recliner Clock-Grandfather Desk Desk, Corner Dresser Child Dresser Double Freezer/Large Freezer/Small Generator Lawnmower Push Motorcycle Up To Cc Night Stand Pool Table Sofa Table Sofa-Sec Piece Table Coffee Table End Table Kitchen Table Saw TV Big 60+We went through the pick up inventory, item by item to identify the differencesPlease note, from the original inventory, we did not find a corner desk, only one standard desk. Also, please be mindful that it has been months since the items were picked upBecause it's been sp long, there was no way to verify the items on the list, because how the item is listed on the inventory is usually a very rough representation as there is not a lot of room to write details on every itemFor instance, it's clear that many items were picked up from a garage and there are items listed on the inventory as "metal item"Our movers, because it's been so long, don't remember what the items were, and because we were unable to speak with someone who was at the pick up in a timely manner, we were unable to verify the items with them either.The following list are the items that were picked up but were not included in the original inventory:Metal TableSmall Metal ShelfMiscellaneous Metal ItemsMetal LampMetal StandMiscellaneous Glass ItemGuitarsKeyboard (Piano)Keyboard StandGrandfather ClockRocking ChairsLampMirrorTrunkBasketsCarpetFanOttomanStoolsWood ChairOffice ChairNondescript ChairsFolding StoolFolding ChairsFolding TablesNondescript TablesDressersFile CabinetFile BoxArmoireTVTV Stand/BaseVacuumSuitcasesLarge BagsGolf BagsSki BagChristmas BoxNondescript ToysBenchesScootersDoorLadderCar DollySnow SliderCoolerWeed Wacker Air CompressorPressure WasherGarden Stuff (Probably In A Box)Tool DresserTool BoxesMiscellaneous ToolsWe listed the boxes separately and calculated by volume to see the differenceThe original inventory allowed for medium sized boxes, allowing about cubic feet, just for boxesThis was the actual break down of the boxes on the inventory listSmall BoxesMedium BoxesLarge BoxesExtra Large BoxesWardrobe BoxesPlastic BoxesNondescript BoxesAltogether, this comes out to about cubic feet, more than twice the estimated amount.The increase in volume resulted in an increase in the cost of the move.Regarding the damage sustained during the move, we hate hearing about things like that, as it is obviously not our intention for any damage to occurWe have a claims process that can be easily followed to be compensated for any items that we damaged along the wayYou can visit MyMoveClaim.com to start the claims processAlternatively, you can call our claims management company, Anthem, directly, at 1-877-476-They'll be able to walk you through the entire processIf you had Homeowner's or Renter's Insurance at the time of the move, you should contact them directly, as your goods may have been covered while they were in transitOtherwise, as per the form that was signed at the pick up, the shipment is covered by our basic coverage.Please let us know if there are any questions about any of this information.Best,KaylaScout Moving and Storage

First, I would like to apologize for the issues you had and the customer service you receivedWe do strive to make sure each and every one of our customers has a positive move and when that does not happen, we do try to help out any way we canPer our previous conversations with you, we talked
about how you would need a shuttle and we added it to your inventory before pickupIn the end, a shuttle was needed since a semi truck could not fitWe try to make sure each customer is given all information up front in our emails and in the contractOne of your other concerns was for your broken bookcase.We did reach out to you to give you the contact information to start the claims process. I know moving is stressful and having to deal with damaged items is difficult. Please contact us if there are any questions about the claims process or if you have any other questions or concerns about your move

First, I would like to apologize for the issues you had and the customer service you receivedWe do strive to make sure each and every one of our customers has a positive move and when that does not happen, we do try to help out any way we canPer our previous conversations with you, we did refund
you the difference of $which was the difference in the weight slips from the original estimate. One of your other concerns was for deliveryYou have received your items and they have been delivered. I know there were some damages and we did email you the contact information to start the claims processI also want to apologize for the damages that have occurred. Moving is stressful and having to deal with damaged items is difficult. Please contact us if there are any questions about the claims process or if you have any other questions or concerns about your move

Complaint: [redacted]I am rejecting this response because: the major issue was not only the amount of time it took for our things to arrive, but the lack of communication and poor customer service. There was no place to track items, multiple phone calls went unreturned, when Scout was contacted the issue was always blamed on [redacted] (whose representatives contacted us daily for updates, as their attempts to contact Scout also failed). We understand summer is extremely busy for moving companies and as the Scout representatives acknowledged, moving is stressful, so as a business that specializes in this, you should do your best to relieve some of that stress with ACCURATE and timely updates.We have now received our items, several damaged items, including a TV, toys, our baby grand piano was not stored or transported properly (I was assured the movers could move this when I booked) it has several severe scratches, missing hardware for our master bed and one of our kid's desks. We will be filing a separate claim for the damages.This is definitely a buyer beware company.Sincerely,[redacted]

[redacted],
 
We received the complaint you have filed with the Revdex.com and I’d like to take a moment to address your concerns.
The day before the pick up, we did give you a call to explain that we’d be picking up your items in a box truck, and that they’d be transferred to a semi...

trailer when they departed our storage facility for Texas. We also understood that this is not exactly what was described to you when you booked your job. I’m sorry for the misinformation you received. We spoke with you prior to the move to make sure and we were very upfront about not having a semi trailer available for your pickup. We even gave you the option to cancel the move and get your deposit returned to you if you didn’t want to move with us. Had we had a semi truck available at the time of your pickup, it might have been an option but you were in a rush to move and we were only trying to help you get all packed up on time.
I received nothing but good words from you after the pick up. If you felt as though we did an inadequate job packing your items, I would have expected to hear this from you at this point. However, you had a lot of high praise for us, saying that we were very professional and you were very glad you stuck with us. You stated that most damage happens on during the shuttle on the box truck, but realistically, most damage happens as a result of insufficient packing. The movers did a wonderful job packing up all of your furniture to make sure they would not be damaged during transit.
Then we received an email from you regarding the damages you saw on your items. Your opinion quickly changed and you started talking about how angry you were and how upset you were. This is all understandable considering that you said “Just about every piece of our new furniture has a scratch, multiple scratches or serious marks on it”.
I made an effort to try and get more information from you via email, including asking for pictures of the damaged items. Although you said that your furniture was full of damage, you didn’t send me more than three pictures with showing minor damage to your furniture. I don’t mean to undervalue the feedback you’ve given us, but how can we possibly help compensate you for damage if we’re not able to see the extent of it?
Additionally, I asked for a picture of where the legs would go on the bed sets so that we know what to look for. If we would’ve found the box by the inventory tag, that would’ve made things really easy for us but sometimes the stickers come off of the box, which could be potentially why the box didn’t make it on the truck to begin with. The reason I asked for pictures of the furniture missing hardware, was so that if the hardware and the legs were found, we could match it to your furniture. Having these pictures would absolutely help us figure out the next step in the process for you.
My manager, Gil, tried leaving messages for you as well, and it seems that you both just have very different schedules, and had a hard time getting in contact with each other.  You signed paperwork that explained the rate of our coverage without any third party insurance. When he spoke with you, he explained the claims process you would have to go through with Anthem, our claims management company, who can assist you with appraising your damaged goods. Rather than continuing to post negative feedback on social media, we recommend you contact us directly so we can give you the instructions to begin the claim process. Once Anthem receives and evaluates any claim you submit, they’ll ask you to agree to the appraised compensation and we’ll be able to send you a check at this time.
If you have any questions, you can reach out to us at anytime. If you’d like to begin the claims process you can visit MyMoveClaim.com or call Anthem directly at 1-877-476-5983.
 
 
Thank you,
Kayla
Scout Moving & Storage

Complaint: [redacted]I am rejecting this response because:There is no truth to your statement. I never received any claims form or information referencing a claim. I never received a copy of the inventory your Forman was supposed to have provided that doesn't show a recliner ever being picked up. You don't mention in your response that a chair was randomly added to my shipment that I rejected, and my recliner chair was missing in its place. That chair that did not belong to me WAS counted on the inventory list the delivery guys had. My calls and emails were ignored, you do not strive for the best of anything regardless of what you write in your response. The way I was treated was unprofessional, and I was made to feel as if my business was not important to ANYONE working there after how poorly I was treated. I would call and be told no one in relocation coordinating was available AFTER I gave my name. Then, I would receive another email saying my missing recliner was being looked into. Did you think I would just go away? Your way of handling mistakes on YOUR part is unacceptable. I wonder if the extra chair I received ever made its way back to its owner. Mistakes like that alone should not happen with a moving company.Sincerely,[redacted]

[redacted],You are correct to say that you communicated your concerns regarding the box truck vs. an 18 wheeler. We addressed these concerns with you prior to the pick up. We apologized that our saleman did not correctly communicate the service that we were providing you and we went over your options at this point. You let us know that you were really in a bind, which is why you booked with us only two days before your pick up date, and we really wanted to help you get moved because we understood that you were working with a limited amount of time.
We didn't have any semi trailers available to be loaded with your job so we were unable to provide that as an option. The other options were for us to pick you up with a 26' truck that was available, or we could cancel your move. Normally, if a customer cancels their move within seven days of the pick up, we retain the deposit paid because we have to make a lot of adjustments and change plans last minute to fill in gaps like this. We let you know that we'd be happy to provide a refund if you didn't want to move forward due to the miscommunication. We assured that our moving crew would do a great job at packaging your items. 
After the pick up, where we did tons of additional packing, you said you were happy with the service and so glad you stuck with us. If there is any chance that we had actually been negligent, I assume we would've heard from you at this point, advising that our packing techniques were insufficient or that we didn't do a good job at preparing your items but that is not the case. When you informed us about the damage to your items, you stated that almost every piece of furniture was damaged. Yet you provided only three photos to us, which showed small amounts of damage to your furniture. When Gil spoke with you on the phone about your damages, he gave you instructions on how to file a claim. I've also sent you an email containing the details on the claim process so you can get started. Filing a claim should provide you with enough compensation to at least repair the damages you say your furniture has endured. We've been looking for the box you are missing that contains the hardware for the bed and have been unable to locate it thus far. We are still looking. You will be able to claim this box when you file with the insurance. If we find it after a claim has been filed, we will still make arrangements for the box to be sent to you. At this point, a full refund is not going to be possible. Additionally, we noticed that both you and your wife posted, word for word, the same negative review for our business on Yelp. We would appreciate it if you didn't make it seem like you didn't have any other choice but to stick with us. You were under a very limited time constraint and we were doing the best to accommodate your schedule. If you really didn't want to work with us, we would've been happy to refund your deposit as compensation for the inconvenience so you could work with a company that could comply with your every whim. Obviously it was not our intention to accept your business and, as you stated, neglect your items. We did a wonderful job at packaging your items (otherwise, judging by the history of your complaints, we would've heard about it after the items were picked up) and I find it hard to believe that "Just about every piece of our new furniture has a scratch, multiple scratches or serious marks on it" when you have only supplied us with 3 photos documenting minor damage to your furniture, when we packaged everything so well. You even stated that the damage is cosmetic in that same email, therefore there is no reason why filing a claim shouldn't award you with enough compensation to get this items repaired.As I stated, we've sent you instructions on how to file a claim so you can be compensated for the cosmetic damage to your items, as well as the box with the missing hardware. Typically, the insurance company will allow you to file a claim for the item missing the hardware so you should be able to repair/replace your items with the issued settlement once they process all of your information.If you have any questions, please feel free to contact us (or Anthem, the claims company, whose number you can find at the bottom of the email we sent you), and we'd be happy to assist you. Thank you,Scout Moving & Storage

We highly regret any damage, especially to the extent that occurred on your move. As is evident, your crew did not take due diligence during the handling of your items and we apologize that it occurred. We encourage you to follow our claim procedure so that your issues can be properly...

addressed. If you'd like us to email you that information, we'd be happy to. Again we regret that any damage occurred on your move and that your experience was below expectation.