Scout Moving & Storage

Hello,
This is a request to re:open the complaint filed by our customer [redacted]. We provide the following response: 
On behalf of the company, I'd like to apologize for our past employee's behavior. She approached the situation inappropriately and that interaction should not have...

occurred. Part of the reason that it took so long for a response from us, is because she is no longer with the company and some things fell through the cracks. For that, we apologize. We want to do what we can to resolve the situation. 
As per the contract signed by Dr. [redacted], a final payment for service was made on July 1st, 2015, in the amount of $542.05, after which we delivered her items. We did receive the claim she filed with Anthem, our Claims Management company, for the amount of $177. 
While attempting to process the claim, we received a bank statement showing that the final payment made by the customer on July 1st, was voided by the credit card company, meaning Dr. [redacted] disputed the charge and the money was returned to her. While speaking with Dr. [redacted] about this payment, she stated that we attempted to charge her card twice but we do not have any record of duplicate payments. Because full payment for services was not received, we did not complete the settlement, nor did we press the issue of acquiring those funds. 
We do apologize for any inconvenience that was caused during the claims process. We agree that the conduct of our employee was inappropriate. It, however, does not void any agreement that the customer committed to when she signed her contract for service. As such, we have not pressed the issue of the reversed charge which has a greater value than the claim filed by Dr. [redacted] for her damaged items.  
Therefore, instead of paying out the $177, we decided to let the disputed charge go, and we are not requesting that the remaining balance of $542.05 be paid. 
If Dr. [redacted] has any questions or concerns about the situation as it stands, we encourage her to reach out to us, because we want to make sure that we can resolve the situation to the best of our abilities. 
Thank you.
____________________
 
Scout Moving Coordinator Team
[redacted], WA 98031
Direct: 206-866-6461
Toll free: 844-600-5400 option: 2
e: [email protected]

First, I would like to apologize for the issues you had and the customer service you received. We 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 can. Per our last conversation, your items have been...

delivered and you had no additional issues or concerns. Please do contact us if there is anything you need help with or any other concerns you have.

[redacted],
 
 
Thank you for reaching out to us with your feedback. We 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 items. This window was June 29 to July 1st. When 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 address. We 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 3 and 6 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 do. I 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 list. I remember I actually spoke with you regarding these left behind items. Our 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 loaded. We even went back to pick up these items that were left behind, through no fault of ours. I 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 driver. I 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 circumstances. What I mean is that the $75 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 contract. From what we heard from the driver, you requested he park in an alley that a 75 foot tractor trailer would not be able to turn into, so his next best option was to park in the street. Had 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 sorry. We’ve taken the necessary measures to ensure that our driver will no longer speak to our customer the
way he spoke to you. It 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 through. I know that we resolved the issue with the credit card payment.  In regards to the open boxes. Per dispatch, there was a piece of plastic hanging out of your box. They opened it up and found it to have illegal...

items. Which 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 100 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-weigh. I did have a conversation with you and dispatch before I left on Friday. It seemed like everything was in order to do that. Then the driver stated that he was going to do it.  Then we rcvd this email from you. When 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 company. He is aware of your situation but he has no direct contact with customers. He 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 do. Please let me know if there is something else I can do to help out.  I know you had some items that were broken or missing. The 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 were. I 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-weight. I will absolutely not take this guys word on what the re-weigh is without seeing the truck and contents myself. This was explained in depth in our previous conversations. If 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 it. I 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.

Complaint: [redacted]I am rejecting this response because: You're asking me for a POA inventory list and your company has yet to provide one to me, the customer. The inventory list you attached to your message on 09/10/2015 has item numbers beginning at 71, where are my other items listed? You have NO description of ANY of the chairs on your list, only notes of what is disassembled or broken. Present to me an inventory list of my items listed from NUMBER ONE, not just ONE PAGE of your pick up list and I will compare what you send me to what I have from the POA. The burden of proof that you did not pick up my chair is on your company as you have been PAID IN FULL, and I have NEVER received the full inventory list from your company. I sent you pictures of my missing recliner as well as pictures of a chair that did not belong to me and I wrote on the delivery inventory that my recliner was missing and all I have gotten from your company is denial that my chair was ever picked up. This is not a small item that is not noticeable, this is a part of a living room set! I received my couch, ottoman, tv stand, tv, surround sound, dvd player and receiver but yet you want me to believe I never had a CHAIR to go with my living room set?! You've gone from blaming it to not being picked up, to being left behind due to rodent droppings, to now having the burden of proof lie with my POA. This is disgraceful. You have YET to explain how an EXTRA chair that DID NOT BELONG TO ME ended up in my shipment and the RECLINER CHAIR that went with my living room set is missing.Sincerely,[redacted]

First, I would like to apologize for the issues you had and the customer service you received. We 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 can. We looked on the inventory and unfortunately,...

we do not show a reclining chair on the inventory. I had our foreman look in his warehouse and he doesn't have any extra chairs and he states that they never picked up a reclining chair out of the storage unit.  We did send you the claims information so you can file a claim for the chair.  I know that doesn't help in regards to the fact that you are missing a match piece of furniture to your living room set. Moving is stressful and having to deal with missing 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: It is not accurate. I did expand the amount and told Kevin we needed a semi because that is what we moved from Iowa with. We moved from Iowa to Washington for $5600 and we had the same stuff. I called Kevin multiple times regarding the cost which they raises AFTER they loaded the truck and I had asked repeatly before loading if the quote was correct and was told yes by the movers. Kevin would not return my calls or the drivers calls. When I got my stuff it was JAMMED into a semi, stuff that was clearly labeled don't take was loaded. I have called and email several times and this is the first response I have from Kevin. If you look after our move this seems to be what the do to people in the reviews.Sincerely,[redacted]

[redacted],I am sorry for the confusion but there is not a chair on our inventory. Your 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, 6.17,6.22,6.23,6.24. 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 times. We 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 items. Per 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.

Complaint: [redacted]I am rejecting this response because: Scout Moving and Storage does not satisfy my complaint. They do acknowledge that Scout Moving and Storage employees did not follow protocol. I did, however, followup with them and follow the proper procedure to submit a claim to Anthem Claim Management. However, the response to the claim was only for a value of $120. for both an 8-seater Trestle solid oak table that they did not package or handle properly, and a damaged solid oak china cabinet which ascertained broken glass and shelves. Not only did I follow proper procedure, but the response from the claim dept. basically threatens with a Release and Settlement of Claim which states that I would have to agree with their settlement of $120, agree to not complain about Scout Moving and Storage, and pay to have that agreement notarized. I truly believe this is unlawful, and if not settled with my request of a reimbursement to me of $500. to buy a half decent dining room table, then I have no choice then to continue with  legal action.Sincerely,[redacted]

First, I would like to apologize for the issues you had and the customer service you received. We 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 can. Per our previous conversations with you, our sales...

staff did not get a specific inventory and just went off a general size estimate. This should have not had happened. We should have gotten a specific inventory from you so we could give you a better idea of what your final price was going to be. The day prior to pick up, our relo coordinator did go over the inventory with you and did get a specific inventory. Based 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 $1200.  Once we got out there for the pick up, there were addtional items that were on the inventory. There were 65 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 $200 to help out. I know there were some damages and we did email you the contact information to start the claims process. I 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.

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

Complaint: [redacted]I am rejecting this response because:
I communicated my concerns about the box truck versus the 18-wheeler.  The company called me the night before the move to explain that they were sending a box truck and not an 18-wheeler, so we didn't have any options.  A refund is not an option when you call the night before the move, knowing the customer is in a very bad position with no choices and you are not honoring the agreement.  I submitted multiple photos via email and asked what I needed to provide in order to get compensated on the damaged items.  Those photos still exist and I have asked both Kayla and Gil where to send it and what the steps are to get compensation.  I have also not heard from anyone at Scout Moving about our missing furniture for our boys' bedroom sets.  This is very impactful to us since our boys don't even have beds made to sleep in (legs and hardware completely missing).  An apology is not sufficient, not for this level of negligence.  
Sincerely,[redacted]