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Simple Moving Labor Reviews (103)

Thank you for the opportunity to respond to these concerns The first issue brought up regarding our cancelling Ms [redacted] ’s move is inaccurate to say the least Ms [redacted] originally contacted us on 05/15/at 12:CST and received information regarding our ProMover unloading services to take place the following day with a start time between 2:– 3:pm PST SML requires business day to guarantee availability, but of course we always work to accommodate our last-minute customers We were able to identify a crew that could meet her needs as long as the service agreement and credit card deposit were returned before close of business Unfortunately Ms [redacted] was not able to get the service agreement back to us until after our business hours We are open MF 7am – 8pm and Sa,Su 8am – 4pm Subsequently our crew booked a job to start at 4pm the day of her requested unload since we had not heard back by end of business The morning of 05/16/at 8:am CST (minutes after opening, but only 6:PST where Ms [redacted] is located) Ms [redacted] ’s service agreement was put into process and we contacted her to let her know that the only available time left for this day was with a 1-2pm start time which was hours before her requested start time of 2:– 3:30, to which Ms [redacted] stated that she may not make it there by then and refused to work with our staff to accommodate her last minute unloading needs At this point we had not taken a deposit and we offered to terminate her service agreement so she could find an alternate option However, after several phone calls we were able to confirm availability and got Ms [redacted] to agree to having a crew perform her unload on 05/17/with a start time between – 10am I believe we worked hard to accommodate Ms [redacted] ’s last minute moving needs and by no means do I believe we failed her in this capacity Concerning her complaint about over-charging I have attached the executed Service Agreement with the Rider I that clearly explains how the discount is compiled It states on the Rider I: *Value is determined by all discounts applied which include $ [redacted] Customer Discount and Voucher for $towards ProMover moving labor service Our staff has had multiple phone calls to explain this very simple billing to Ms [redacted] Point of fact, we offer this discount to hundreds of customers per month and have not had any issue with those customers understanding it In an effort to be fully transparent I will try again via this written forum First, we do not disclose on the service agreement the [redacted] Customer Discount (roughly 10% off) we apply for them being a [redacted] customer because we inform our customers via phone that they are receiving the discounted pricing However, our standard rates for a man ProMover unloading crew with no discounts is $ for 3-hours of labor The [redacted] Customer Discounted pricing reduces this rate by roughly 10% to $ Ms [redacted] effective received $off her base rate as opposed to just $as outlined in the Rider I Ms [redacted] also had a $travel fee due to the distance our crew had to travel to perform her services So for 3-hours or less her obligation to pay SML would be $($– $+ $= $436) The Rider I explains the criteria for receiving the second portion of the discount which is a Voucher for $ Once [redacted] approves the voucher it is applied bringing the total potential out of pocket expense for Ms [redacted] down to $ We take a deposit for $110, leaving a balance of $if no additional time is taken to unload her truck Our billing is clearly in-line with our Service Agreement and we do not feel obliged to offer any additional refund for Ms [redacted] We hope this helps her to better understand the billing and that she is in agreement with the price she paid for our services She got an outstanding 48% discount off of her unloading services and according to all indications was pleased with the outcome / [redacted] Style Definitions */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this date, I am waiting to see the $credit to my credit card and understand that could take a few days Regards, *** [redacted]

Simple Moving Labor appreciates the opportunity to address these concerns with our service Mr [redacted] did not make us aware of any issues with the worker until two days after his job on May 1st However, as soon as he did, we apologized and reassured him that appropriate measures would be taken The employee in question has since been lfrom our services SML makes every effort to deliver the best service experience in the industry, while we understand we fell short of that with your loading services, we are always committed to a providing an equitable resolution.Service notes from the loading services provided on April 29, indicate our representative listened to Mr [redacted] ’s concerns and escalated the issue(s) for a manager review Mr [redacted] was informed of this at that time and made aware that any discounts would be applied once all moving labor was completed and the SML paperwork had been received Considering he also had an unload scheduled with us on May , a discount of $was applied immediately as a show of good faith It was never intended to be the final discount considering the concerns expressed to this point.On May 7, after receiving all paperwork for Mr [redacted] ’s move, an SML staff member called to go over all applicable discounts Upon reviewing the Work Orders, no damages were reported on either the Loading or Unloading work tickets (attached) Point of fact, the work ticket for Mr [redacted] ’s unloading services, stated “THEY WERE GREAT AND NEED A RAISE.” Although the feedback provided on the work ticket was positive, Mr [redacted] ’s original concern still needed to be addressed Therefore, SML offered an additional $credit At that time, SML understood Mr [redacted] was satisfied with the discount for the Loading and Unloading Services Mr [redacted] acknowledged with an SML Representative that we had addressed all concerns and he would be submitting the information needed to file a claim Please understand that SML service managers are not permitted to discount services due to alleged damages We have a claims process that is as efficient and effective as any in the industry This process must be followed in order to properly determine the cause and liability for damages The SML Claims Examiner reviews each case individually Specific to Mr [redacted] ’s alleged damages, SML has yet to receive the claim The necessary claim documents were emailed to him on May 1st As part of the Service Agreement Mr [redacted] executed, SML is limited to liability of $0.60/Lb./item for damage caused during the loading and/or unloading of items only, and he has days from the date of his load/unload to file the claim (effectively July, 29th) In summation, to date SML has credited Mr [redacted] $for his dissatisfaction (a 45% discount) with the loading crew No damage claim has been received, thus we have not made a determination as to what liability there may be / [redacted] Style Definitions */

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10770925, and find that this resolution is satisfactory to meThe refund is to be mailed today, 09/01/2015, and I will allow the time that it takes the US Postal Service to deliver the refund

Attached is a copy of the response to [redacted] 's Revdex.com Complaint ID [redacted] , a copy of the Call Log, and the signed workticket for the loading [redacted] Customer Relations ManagerSML received the consumer complaint in reference to the cancellation of unloading services scheduled for September 3rd, [redacted] is disputing the cause of her unload cancellation, the forfeiture of the $deposit, and asking for $We have completed a comprehensive managerial review in regards to account in association with the Revdex.com Complaint ID [redacted] .Ms [redacted] completed the booking process with SML on 08/29/She scheduled her Loading for 08/30/and her unloading for 09/03/Ms [redacted] was unable to provide an unloading address at the time of bookingThis is not an uncommon occurrence in the moving industry as many customers are unable to finalize rental agreements, prefer to perform a walkthrough, or need to locate a storage unit therefore do not have an exact physical addressIn these cases, and in the instance of [redacted] , we discuss the expected timeline of when they would be able to provide a physical address and proceed to arrange their move around the zip code [redacted] informed SML she would be able to provide an address by Thursday 09/01/or Friday 09/02/SML accepted this, booked our crews, and awaited contact from Ms [redacted] .SML called Ms [redacted] seven times on 09/02/in an attempt to discuss her order and acquire the unloading addressFive voicemails were left requesting contact from the customerUpon the sixth and seventh call, her voicemail was full, and we were unable to leave messagesMs [redacted] did call in to SML twice on 09/02/2016, but disconnected the call both timesAs noted in the account, “9/2/3:53:45pm - Called customer to ask for the UL address for tomorrowWhen I identified myself and why I was calling, she hung up on meCalled customer again and ‘Mailbox is full’.” A complete call log can be found attached to this account for referenceIn addition, a total of four emails were sent in an attempt to discuss the account and obtain the unload address for the orderBelow is the email sent to Ms [redacted] on 9/02/at the close of the business day:From: [redacted] Subject: Very Urgent! Your Unload with SML Importance: High [redacted] ,We have been trying to reach you all day about your scheduled Unloading services for 9/in San Antonio, TXSince we do not have an unload address for you, we cannot send a crew out and you will forfeit your deposit if you do not call us ASAP and add on this information.Please call us back before 8PM central to update this informationThis is very important and your immediate attention is needed and appreciated!Thanks for choosing SML and we look forward to helping you out with this!Jessica E [redacted] Sales and Service SupervisorMs [redacted] is asserting SML cancelled her move before the date of her unloadSML cancelled her unloading on 09/03/after an additional call (voicemail full) and email was sent in an effort to discuss her accountMs [redacted] ’s unload was scheduled for 09/03/with an Arrival Window of 1-2pmAt 2:07pm, seven minutes after the scheduled start to her unload, SML received a call from the customer asking why we cancelled her unload, and demanding the deposit to be refundedOur manager Jessica discussed the multiple attempts to contact and explained the basic cancellation policy, “SML implements a 72-hour cancellation policy; any scheduled job within this timeframe that requires date/time changes or is cancelled may be subject to forfeiture of depositAdditional fees may apply if crew(s) has already been dispatched at time of cancellation or date/time change.”Due to the inability to contact [redacted] , and lack of a physical address, SML cancelled her unloading on the day it was scheduled to occurSML will always make every effort to accommodate the many variables thrown at our customers during their movesHowever, we are not able to dispatch a crew to an unknown location to perform an unload.Additionally, Ms [redacted] is stating our Crew Leader lied to her about whether or not a set of Bunk Beds were loaded on to the truckAt the close of every job our crews request the customer review the work performed and sign a workticket stating the job was completedCustomers are responsible for performing a walkthrough to ensure all items are loaded into the truck to their satisfactionMs [redacted] signed the workticket and did not inform SML of any missing items until a call on 09/08/to discuss the refund of her unload deposit.We hope Ms [redacted] understands we made every attempt to assist her and are saddened to know her experience with SML was not the positive experience we strive for.Best Regards,Ryan N***Customer Relations Manager

Hello Ms [redacted] ,We apologize for the misunderstanding Your account has been corrected and the full sum requested, $has been credited to your card on file The credit was applied on Saturday 03/19/at 8:47am Central time Please allow 2-business days for the credit to appear on your account.Thank you for the opportunity to correct this matter on your behalf.Sincerely, [redacted] SML

Thank you for the opportunity to review Ms [redacted] ’s complaint and offer our response Upon reviewing the facts available to us we have determined that Ms [redacted] ’s stated issues do not coincide with our communications We have attached the work-tickets she signed for her Load and unload Neither have any negative comments On the contrary, she stated the loaders “rocked” You will also note that no damage is listed on either work ticket Upon reviewing the complaints made about her unload, we note that a service call was made by an SML Service Specialist at noon (11:to be precise) to check on the status of the jobThis is common practice for SML to perform on every job we conduct Unfortunately, Ms [redacted] did not answer so a voicemail was left providing our contact info should she have any issues or questions Point of fact, Ms [redacted] did not contact our office until nearly an hour after she had released the workers It is unusual that a customer who has as much trouble as she states she had would not return our call or make some effort to ensure her issues could be rectified in the moment Furthermore, if items were not completed why would she sign-off on the crew to leave, no matter if they were “harassing” her to sign paperwork? That being stated, our associate listened to her concerns and immediately apologized for her experience Assuming she was telling us the truth, we offered her an immediate $ discount for the concerns she expressed However, she did not want the discount, rather, she wanted a new crew to be dispatched to complete the work As that was not an option available to us at the time, we were prepared to offer her an additional discount to help her pay for another company to complete her move, but she refused to discuss discounts further It is our opinion we did everything we could with the information we were given, when we were given it, to make this situation right for Ms [redacted] With respect to her claim for damages, those documents have been received and the review process is moving forward now However, as no damage was listed on either the load or unload paperwork and the pictures we have from the unloading crew show pre-existing damage it is likely her damage occurred either prior to SML’s involvement or during transit Our policy and terms are clear on this matter We are not liable for damage once our crew is released from the job site unless the damage is made known to us via phone or in writing on the paperwork at the time it occurs See Ms [redacted] ’s service agreement attached In order to provide Ms [redacted] some level of satisfaction we are willing to refund an additional $as a customer service credit This will make the total of all credits worth $ Should she accept this offer a check will be mailed within business days to [redacted] or an alternate address she provides in her response / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because: Mr [redacted] 's response is insulting as a customer who put his trust in SML with this company, and it brings no resolution to this situationI am appalled that SML's "customer service gesture" is a discount for future service I will never use SML's service again, discount or notHe nor his claims representative took part in the move and have zero sympathy for the multiple pieces of my furniture that were recklessly packed and damagedThis makes me feel as if SML is quite possibly the most unethical service I have ever used.In response to the following "causes of denial" to my claim by Mr [redacted] :• No notification of damages on the day of loading - [redacted] It was not possible for me to stand over the gentleman loading my furniture the entire moveHad I known he was not properly taping the pads - and using a handful of the I rented beforehand - then perhaps I would have been able to avoid all of this.• No evidence of gross negligence or incompetence by our loading crew - [redacted] EVIDENCE is in the pic that Mr [redacted] sent of the truck loaded He only includes one relevant pic to my claims of poor padding job - and it is clear that the black pads shown are just thrown over and not even taped/securedMy toddler boys' red and blue plastic chairs are used as securing down the rug pad Is this some sort of joke, SML?!And what not wrapping furniture before carrying it down stairs? As [redacted] stated, he'd been doing this for years, and when he wraps furniture before taking it downstairs it just makes it heavier??• Pictures provided show a well loaded truck utilizing blankets and packing material - *NO, see above about chairs being used instead of tape for securing pad.• Damages occurred during transit and not during the loading - *SML has no proof of this And even if this was the case, it would have been due to the LOADER'S packing job and neglect and protecting the furniture The damages on some of my furniture are NOT indicative of simple "rubbing as Mr [redacted] notes It looks as like someone took a sledge hammer to one of my dressers• Customer provided extensively positive feedback about all crews provided - [redacted] NO, I agreed that [redacted] and his crew were hard-working, nice, and excellent – before I saw that so few pads were used, and what was actually done to my furniture - upon arrival I actually thoroughly enjoyed the three individuals and I even bought them lunch too as a gestureThey are nice menBut I am pretty sure that I also have grounds for legal action given that he, not I, filled out a portion of the Summary sheet at the end - something noted on my complaintUnder oath in a court of law, he and SML would not have a leg to stand on with regards to thatMr [redacted] - towards the end of your letter you state, "In cases where we believe our crew could have done better, or missed an opportunity to prevent the complaint, we seek to resolve the issue even if we are not liable." So, do you and SML really feel this crew did the best job it could have, given the way my furniture looks and the way wrapping with pads was done? You are essentially saying that the best way to wrap pieces of furniture is to not secure the pads over furniture with tape and/or plastic wrap like all other moving companies do, but instead put children's plastic chairs on top to secure the pads? And similarly, the crew's methodology of not wrapping furniture to protect it before carrying down - and instead waiting until furniture gets to the truck (in this case throwing over and not taping/securing) is the best way? In my opinion, the crew could have done MUCH BETTER in this regard.I will continue to fight this, even if it requires retaining an attorney.Sincerely, [redacted]

SML has received your letter disputing the denial of Claims Request [redacted] through Revdex.com Complaint ID [redacted] We have completed a comprehensive managerial review in regards to your requestSML has reviewed the pictures provided displaying the damages to your flooring, walls, and doors; in addition to all paperwork and notes associated with your account in an effort to provide an equitable resolutionYour Claims Request [redacted] has been denied based on the property damage(s) not being listed on the workticketIncluded within both SML’s Service Agreement and Terms and Conditions forms is a requirement that notifies our customers of the following: “If any damage to the property occurs please point it out to the lead mover immediatelyFailure to notify the loaders/unloaders of any property damage prior to their departure will forfeit any claim of damage to the property against SML.” This requisite is an industry standard which protects companies nationwideDue to the property damage not being listed on the workticket we are required to deny your claims requestHowever, SML understands that children will always take precedent over the finer details during a moveIt is easy to miss a dent to a door when you’re making sure your kids don’t put a dent in each otherAs a gesture of goodwill, we would like to offer an alternative solution to you and your familyReviewing the information provided, and considering our correspondence with you previously, SML would like to extend an offer of $as a customer satisfaction settlement in efforts to bring this matter to a closeAssuming this is an acceptable settlement, please respond via the Revdex.com noting your preferred mailing addressOur office will draft and send a check within business daysSML wishes the best for you and your family

SML reached a resolution with Mr [redacted] outside of this forum SML has provided an additional 1/hour off of the Load and a 10% discount on the unload

Complaint: [redacted] I am rejecting this response because: Thanks for resending Simple Moving Labor's (SML’s) response to my claimNeedless to say, this does not meet the mark at allThe damages we sustained during our move from Columbus, OH to Tacoma, WA were a direct result of the failure of their loading team to properly load our furniture onto the rented Penske truckSix dozen blankets and ratchet straps were provided to property pad and secure the furnitureLess than twenty blankets were used along with only ratchet strapsWhile nice people, the loading team was grossly negligent in loading our furniture such that there was direct wood-to-wood contact throughout the mile driveNone of the furniture was fully wrapped with the materials providedThat wood-to-wood contact resulted in damages ranging from unrepairable to ruined finishesAs seen in the photos, the damages were so extensive that some pieces are not repairableOthers will require a complete refinishing to be usable againMy wife is thorough distraught over the damages and wants to replace all damaged itemsThis is pure negligence on SML’s partEven their unloading team was shocked at the improper loading and extensive damages that resultedTheir unloading team was professional and took great care in offloading and storing our propertyHad the truck had been loaded properly by professional loaders as we requested and paid for none of these damages would have occurredTheir offer of $to cover their negligence and over $in damages is an insultThe terms and conditions I agreed to were based on a professional team of loaders which they did not provideGiven SML’s failure to meet their own terms and conditions by providing an improperly trained team they should fully reimburse us for the damages rendered Had I known how poorly the truck was loaded I would never have rated the loading team so highlyBased on the damages found during the unloading by their team I requested that review be removed for the loading teamI have no issues with the unloading teamThey performed as I would have expected Thanks for your assistance in the situationI don’t know whether the damages we incurred are for SML or notIf they are then the company should relook its entire process because this is a complete failureIf the damages are not representative of their performance then I expect SML to stand up and take responsibility for their team’s failure Given the above, I stand by my request to be fully reimbursed for the damages we received Regards, [redacted]

We do apologize that Ms [redacted] ’s belongings were damaged during the course of her moveSML strives to provide exceptional service to each of our customers and we did fall short of thatHowever, it is clear from documentation submitted through our claims process, from both Ms [redacted] and the crew loading the truck that no damage occurred during the actual loading process Our Service Agreement states very clearly that SML is not liable for damage during transitOnce our crew members leave a work site SML can no longer accept liability for any damage that may happen while the goods are in transit by a customer driven vehicleAs such, the claim will remain declined In efforts to settle this matter as quickly and equitably as possible, SML is offering Ms [redacted] a full reimbursement of all monies paid by herThis totals $(NOTE: this is more than what an approved claim settlement would be.) Via this Revdex.com forum, we request that Ms [redacted] verify a current mailing address; upon our receipt of the address, a check will be mailed to her within business day / [redacted] Style Definitions */

The helpers did not have identification (one helper had identification)I have no idea if the person allegedly on the paper was the person I was letting into my homeI am not paying for service that I did not receive! I think it is important that your future customers know that you are asking them to let individuals in their home without any type of identification; this is certainly unsafe employment practices A name on a paper is not identification In addition to seeking a FULL REFUND, I am also seeking reimbursement for having to stay in Lafayette an extra day (Hilton Hotel)I was not able to obtain additional help due to the short noticeIf this matter is not resolved through the Revdex.com, I have every intention on taking this matter to small claimsI also think some of the local news will have an interest in this story and SML’s unsafe employment practices~ Dr Harris

Ms [redacted] and SML have reached a settlement agreement as of 04/19/We have attached the settlement agreement to this account for review Thank you, [redacted] Customer Experience Manager

Thanks for forwarding SML’s recent response to my claimOnce again this is disappointingly off the markSimple Moving Labor (SML) was recommended to us as a professional company that does good workA professional company stands by its workThe unprofessional loading provided by the assigned SML team resulted in significant damages to our propertyThe inability of SML to address this is very disappointingTheir offer of $to cover over $in damages is far from what I would expect from a professional company that stands by their work and puts a high value on customer satisfactionGiven their repeated reference to my onsite survey at the time of the move I feel it is important to address the rating givenWhile thoroughly disappointed by the lack of professional loading found during the offload process the loading team was certainly pleasant in their interactions with usThe lead stated “We will handle your furniture as it were our own.” Their efforts in moving the furniture out of the house were respectful and did not damage the furnitureIf they had been present at the offloading they would have seen the damage done as was witnessed by the offloading team that did a terrific jobWe were directed to stay off of the truck and not to assist in the loading processThe loading team seemed to prefer our not to be around as they did their workGiven the result I found during the offload I requested that the high rating be rescindedFor SML to refer to their terms and conditions again is interesting in that they did not meet the terms of the contract to provide the professional services paid forIn my view that voided any terms and conditions specifically written to protect them from the shoddy work providedAlso interesting in the SML response is the misrepresentation of the materials usedI provided loading straps and dozen pads to the team to ensure our household goods were properly loaded and securedOnly straps were used and less than of the padsAt the end of the load approximately pads were placed unused in the back of the truckHad the provided pads ad th been used this complaint would never have been filedIt is obvious in the pictures provided that only a minimum number of pads were usedThere should NEVER have been any wood-to-wood direct contact that was allowed by the loading teamThank you for your time in working thisHopefully the Executive Leadership team at SML will take time to look at our situation and provide some more appropriate reliefMy original requests still standRegards, [redacted]

I made it clear throughout this whole horrible experience up to the point I received the check underestimating the weight of all my items damagedWe are not talking about or items we are talking about including my car being scratchedI have every right going through the Revdex.com to protect other customers from having similar experiencesIf I had known there was a remote possiblity of so many personal items would have been destroyed I would have upgraded the insuranceThis company was a referral from Penske and their professionalism in arranging the move was present until the movers and the drivers who handled our items got involvedThis company hired them and should be more responsible to the damage that had occurred then cents a poundIn signing the contract the customer should be sent movers that properly pack, load and unload the items and a driver that does not get a ticket for u- turn that caused an accident

Complaint: [redacted] I am rejecting this response because: It does not accurately reflect the situation, and did not show the unprofessional behavior and inflammatory things the manager said to me during the call The timeline is also incorrect, and my full complaint to them was not reflected in their response [redacted]

SML received the consumer complaint in reference to loading services performed on March 23rd, We have completed a comprehensive managerial review in regards to account in association with the Revdex.com Complaint ID [redacted] The managerial review included: examining notes on account 163958, consulting with the crew sent to perform the job(s), examining processed claims forms, and all correspondence between the customer and SMLAs stated within Revdex.com Complaint ID [redacted] , Mr [redacted] is asking for SML to: · Waive the Terms and Conditions · Refund his payment for both his loading and unloadingA total of $1,· Reimburse him for all damages · Remove the positive review of the loading team Mr [redacted] is disputing an amount of $5,and asking for the amount paid for services of $(stated as $1,in complaint), on both the loading and unloading, to be reimbursed due to the damagesMr [redacted] ’s damage claim, C-PRO163958, was denied based upon damages occurring during transitAs stated within the Service Agreement signed by Mr [redacted] , “All damage claims must be filed within days of your jobWith the purchase of our ProMover Service, Simple Movers and its vendors are liable for damage during the load and/or unload ONLYDamage which occurs during transit is not covered for any reason under any valuationWe will fix or replace your item(s) for damages at a rate schedule of $cents per pound per item as determined by the US DOT standard weights and measuresItems which are part of a pair or set will be valued as individual itemsShipper understands that the loader/unloader is not responsible for unsealed cartons or item(s) not packed by Simple Movers.” This message is reiterated on the Work Ticket, in the top right corner, and is initialed by the customer We have attached a copy of the Work Ticket to the Revdex.com accountPer the Work Ticket, the truck was loaded properly, blankets and straps were used to secure his house hold goodsUnder the Customer Comments section, Mr [redacted] noted, “A great team, can they come to the Tacoma and unload for us?”The customer also noted all Customer Experience boxes as “Excellent” There is no indication of concerns or issues with the way his truck was loadedIn fact, all indications contradict the accusation of our crew being “unprofessional”SML has made multiple attempts to resolve the dispute with Mr [redacted] An offer was made as a Customer Satisfaction gesture via email, from our Operation Manager Below is a copy of the email and the reply from Mr [redacted] (email and physical addresses have been omitted): From: [email protected] Date: Wed, Jul 19:08:-Subject: SML- Account review To: [email protected] Mr [redacted] , Our claims coordinator did inform me of your dissatisfaction with the claims decision and requested that I review your accountI apologize I have not sent you this email earlier but I was on vacation last weekUpon my return, I did review both your pictures and Sheila’s notes to make sure no errors were made while processing your claimUnfortunately, I did not have any records that would allow me to alter the decision reached by our claims departmentBoth our paperwork and pictures submitted do indicate that the damage to your items occurred during transitAs stated on our labor only agreement, SML does not cover damage during transit However, from reviewing your claims, I can see that you had a poor experienceKnowing this, I have authorized for our accounting department to issue a check for $This is a 50% customer service credit off the $billed for the loadThis is a gesture of goodwill, as we do recognize that the damage created a poor customer experience Once the address is confirmed, we would be happy to issue this credit in the form of a checkIs the 112th StE, Tacoma WA address where it should be sent to? Regards, [redacted] Operations Manager From: [redacted] [mailto:[email protected]] Sent: Friday, July 08, 12:AM To: [redacted] Subject: RE: SML- Account review Thanks for the offer ***That helps but is woefully short of the expenses we're incurring due to the negligence of the supposedly professional packers we received from Simple Moving LaborNone of this damage would have occurred if the "professional" packers had used the materials provided and followed packing standardsThis is pure negligence on your company's partThe terms and conditions should be null and void given the poor performance of the packersI ask that our claim be given special consideration and we be reimbursed for all damaged rendered due to the improper loadingOur address is: "edited to remove address" Thanks for your assistance in elevating this claim to the level needed to get it properly resolvedRegards, [redacted] C: ###-###-#### SML always takes matters of customer dissatisfaction, and damages, seriouslyWe aim to provide a simple uncomplicated move for our customersWe are saddened to know that items were damaged during the transit of Mr [redacted] ’s moveHowever, in no way were our crews negligent or unprofessionalSML sees no cause to waive our Terms and ConditionsWe will not be refunding all costs related to his moveSML has previously offered a Customer Satisfaction gesture of $(50% off of his loading cost) due to Mr [redacted] ’s stated poor experienceHe has declined the offerAt this time, we will again offer a reimbursement of $in an effort to resolve the complaint Best Regards, [redacted] Customer Relations Manager

I actually want this dispute to workout so I would like SML to give me close to a full refund or this dispute will not be resolvedAlso, [redacted] per your management the thug worker that SML contracted out owns his own business so therefore you can not terminate his employment since he doesn't work directly for SMLI want people to know what SML company stand for and how you operate it Also I have attached some great work SML doess while loading my truckSee that flat screen tv? Ya your pro movers refused to put the protected box around itWowGreat workThey refused to use the dozen furniture pads I boughtAlso, that stainless steel workbench has no legs now because of all the weight he put on it So my claim is still active with Revdex.comThanks talk to ya soon

The customer states, “they (SML) are still not holding true to their written policy of damage”. Point of fact we are holding exactly to our policy regarding damage, which Mrs. [redacted] agreed to when she executed the accompanying Service Contract on 07/06/2015. Our policy for damage claim valuation reads: With the purchase of our ProMove Service, Simple Movers and its vendors are liable for damage during the load and/or unload ONLY. Damage which occurs during transit is not covered for any reason under any valuation. In this complaint the customer even states that the damage occurred during transit when they write, “Over 50% of my furniture was damaged due to careless truck packing and occurred during transit (which is not covered) ” Furthermore, if damage to the two “sentimental items” occurred during the unload, why was it not listed on the unloading paperwork where it clearly asks, “Did any damage occur during loading/unloading?” This document is also accompanying this communication. In conclusion, if the customer is able to provide us with reasonable proof that the items truly were damaged by our providers during the unload, and we are able verify this we will re-open the claim. At which point the claim will be settled per the valuation terms of our contract which states: We will fix or replace your item(s) for damages at a rate schedule of $0.60 cents per pound per item as determined by the US DOT standard weights and measures. Items which are part of a pair or set will be valued as individual items .Shipper understands that the loader/unloader does not warrant the mechanical condition of appliances, or electronics, as there is no way for the loader/unloader to know the operational ability of each item prior to the move.This means a 100 Lbs. item (TV) would receive a valuation of $60 (100 Lbs x $00.60 = $60.00) However, failure to provide sufficient evidence or a means of confirming their complaint will lead to this claim remaining closed as denied. As the customer has already been compensated $195 for their general dissatisfaction we will accordingly assume this complaint will be re-closed as resolved by the BBB. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */

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Address: 221 Bedford Rd STE 200, Bedford, Texas, United States, 76022-6250

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