Simple Moving Labor

I want SML to realize that the documentation the
loaders arrive with needs to be matched with a ”valid picture identification"This is exceedingly
important since these workers ARE NOT insured by SMLIf the workers are
injured in my home, my homeowners insurance is going to be tasked with the bill
for the injuriesIf I cannot verify who is in my home, this results in
negligence on my behalf, as it does on the behalf of SML not insisting all
workers have a valid picture identification! The importance of knowing exactly
who is in my home, is not only important for my safety, but for the safety of
every consumer who uses SML’s services
As a federal law enforcement officer for over
years, I have come across a gamut of offensesAllowing a piece of paper to
verify an individual’s identity without a valid picture identification is
unsafe, unacceptable in a professional arena, and negligent on behalf of SML,
especially when strangers are asked to be allowed in consumers homes Please take note that any reputable business
will either issue their workers the company’s
identification or insist their workers always maintain valid picture
identification

There is nothing for us to respond to with regards to this rejection. We have provided this customer over $in discounts (45%) due to the appearance of one worker. We have terminated that worker for his inappropriate decision to remove his clothing. We have also provided the necessary claim documentation to the customer We have honored our agreement and where we fell short from a service perspective we have issued a lucrative credit. It is our determination that this customer is not in search of resolution, rather trying to hurt our company name and Revdex.com score. Considering this, I feel it is appropriate to delete this complaint or at the very least, reclassify this into a review We have nothing further to add at this time

SML received Revdex.com Complaint ID *** for Mr*** ** *** on July 14, The consumer complaint is inreference to a request to cancel services scheduled on July 1st, As stated within the complaint, Mr*** isdisputing a fee for the cancellation of his unload, and is requesting a
reimbursement of the $Dispatch/Shfee.SML has completed a comprehensive managerial review regarding SML customer account ***.Mr*** arranged for SML to provide loading services on 06/30/and unloading services on 07/01/The crewperforming the unloading services were set to arrive between 2:30pm and 4:30pmAt 2:45pm EDT, Mr*** calledSML and requested a cancellation of his unloading servicesMr*** informed us the truck was already unloaded byhimself and his father-in-lawWe then contacted our crew to stop them from dispatching and inform them of thecancellationUnfortunately, the crew was already in routeAt this time, our representative informed Mr*** therewould be a fee and we would contact him after discussing the fee with our local managerDispatch/ShFees aredetermined by our local managers but fee may be up to the quoted 2hr minimum plus travel.We are required to compensate our crews for last minute cancellationsIf the crew has dispatched, or arrived, wecompensate them for the full two-hour minimum plus travelWe bill the customer solely the amount paid to our crew.The total amount billed to Mr*** for the canceled unload was $Mr*** previously paid a $depositwhich was put towards the total amount owedThe additional $was then billed to cover the remaining balance.Mr*** was made aware of, and agreed to, SML’s cancellation policy when he signed our service agreementSML’sservice agreement includes a section that discussed our 72-hour cancellation policyIt states, “SML requires a minimum of72-hours’ notice for cancellations or changes; any scheduled job within this timeframe that requires date/time changes or iscancelled may be subject to the forfeiture of the depositAdditional fees may apply if crew(s) has already been dispatched at time ofcancellation or date/time change.” We have attached a copy of the service agreement signed by Mr***.SML spoke with Mr*** multiple times about the fee for dispatchAn email was sent to better explain the fee inhopes of clarifying the costs incurred (a copy of the email has been attached for review)Meg, a Service SpecialistSupervisor, attempted to explain the feeMr*** then spoke with ***, a Sales and Service Supervisor, about thefeeOn both calls Mr*** complained about the verbiage used to describe the fee and felt he did not owe an “ArrivalFee” as the crew had not arrivedThere is no difference between a Dispatch fee and a ShfeeBoth are billed atcostSML never wishes to bill for services that are not performedUnfortunately, Mr*** chose to unload his truckbefore the scheduled arrival of our crew assigned to the jobHe did this without prior notification to SML or our crew.Our crew devoted a portion of their schedule to assist with the customer’s unloading and had dispatched to the jobsitein time to arrive within the agreed upon arrival windowDue to these factors we have compensated for their efforts andwill not be able to reimburse Mr*** $

Simple Moving Labor received your response letter to
complaint ID in reference to account number 150978. Our management team completed a full review
of your account to thoroughly understand your concerns
At Simple Moving Labor, we strive to provide a safe,
positive, and beneficial moving experience throughout the entirety of the
processWe understand your concerns about safety, and this letter is an
attempt to resolve all remaining disputes.
All of our workers dispatched for a job have undergone, and
passed, a comprehensive background checkOur local management teams assign
work to individuals by handing our work-tickets directly to them on a daily
basisAt that time, they verify the workers assigned to each work-ticket and
relay this information to our home officeSML will review this procedure in an
effort to always improve ourselves as a company and to assure the safety of our
clients.
SML apologizes we were unable to meet your specific
requirements to assist you with your moving needsSimple Moving Labor is
willing to refund the full amount of the deposit and to waive the show up fee
in correspondence to the cancellation of your order.
You have requested a full refund and indicated this would
resolve all complaints. Upon your
acceptance of this settlement a check in the amount of $will be issued and
mailed to the address you provide

SML
strives to provide exceptional service to each of our customers. We attempt to set the appropriate
expectations for the service being purchased on the
very first interaction (web
or phone call), and especially in our Service Agreement (attached). In Mr***’s case, we were just providing
truck loading and unloading services (no transportation provided by SML). When we are not packing boxes and/or driving
the shipment in our equipment our liability is limited to only what occurs
during the actual time of loading. This
is due to the countless events that occur beyond our control that might cause
damage to an item
It
is very clear from the documentation submitted through our claims process, as
well as in Mr***’s own admission that no damage occurred during the actual
loading process. Point of fact, damaged
goods was not even brought up until nearly weeks after we unloaded Mr***’s
rental truck. This was after he disputed
agreed upon charges for our services and after a 10% discount was provided when
the loading crew arrived later than expected due to trafficAs
Mr*** noted, our Service Agreement states very clearly that SML is not
liable for damage during transit, there are no exceptionsOnce 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

SML has reached out to this customer and settled the complaintA claims check has been mailed to Ms*** in the amount of $Additionally, we have applied a discount of $on her account and processed the refund to the credit card on file for a total of $reimbursement to settle
the accountA copy of the receipt has been attached to this accountThe discount of $is displayed on the receipt but the additional $claims check is sent independently of the account and not listed.Best Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Contrary to what the business representative responded, I was not informed by phone that the 10% discount had already been appliedIn fact, I was informed of just the opposite with the specifics of a $discount being taken off the quoted $for a grand total of $I am glad to see they finally admit that they did not disclose the discount on the service agreement because they repeatedly told me that they didIt is noted as existing but never written that it was appliedThe non-discounted rate was never noted for comparisonTherefore, the service agreement contains no written verification of the discount having been applied
I was also never informed of needing business days to confirm availabilityWhen booking the moving service, I was put on hold for some time while the SML representative called the contracted movers in my area to set up a time when they were availableShe then told me that the 2:30-3:PM start time was confirmedWhen I explained that I was in transit and would not be able to send back the signed documents for a while, she stated that it was no problem as everything was already set for the May move
This is the first I am hearing about a PM start time (which I would have accepted)When the many calls started from Joe in which he kept changing the move time, I stated I could not be there earlier due to being on the road but that any time later would be fineI even offered to call with updates on my drive timeThere was not an 'offer' to terminate as that denotes a choiceI was not given a choice but was told that the moving services on which I was depending were being cancelled at the last minuteSML only rescheduled when *** intervened on my behalf
I am not at all pleased with the unprofessional way I was treated by Simple Moving ServicesThe only positive part of this were the actual movers doing a decent jobThey did not even work for SML but for a local moving company that contracts with SML for businessMy complaint is far from resolved
-*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because: it does not address the actual problem, admit any fault in the transaction, nor does it make a reasonable offer to resolve it. The pic taken by me was taken during the unload when I saw what the load looked like after several items were pulled from the top of the pile. I asked the unloaders to drop what they were carrying and step aside so I could take the photo. We did not end up unloading my mother-in-law's items before we unloaded the truck. That could be confirmed by the unloaders who set those items aside during the unload. The tree is not the only item repositioned as one can see. The load was such a mess, the unloaders had to pull loose items from the back of the truck and wade through the mess that Mr*** says was "loaded to the best of anyone's ability". This comment seems to speak to the level of expertise and professionalism in SML that should be addressed. This is not my first or tenth move - this is NOT how household items are supposed to be packed and loaded. The items were piled on top of one another AND on top of and next to quality wood furniture, which is why the furniture items were perceived to be 'damaged in transit' - they were not packed properly so the damage would have begun to occur when placed improperly and ended when removed from the truck. That is NOT to the best of anyone's ability, AND it was not performed by "a dependable crew of professional movers". Please see the details in the remarks to follow. I didn't say these men were vagabonds, but that they were neither trained nor capable to perform the work I hired SML for. I would not have hired day laborers to load the truck and would not have paid them over $100/hour, but that is exactly what I received. SML seems to have determined that their unskilled and untrained employees are professional movers and that there is nothing improper about stacking a client's belongings in a big pile in the back of a truck or carelessly handling quality furniture as has occurred here. SML doesn't want to address that their employees loaded quality wood furniture without blankets to protect it from other items that would damage it in transit does not mean the damage occurred during loading. My $1,headboard and footboard were turned on their sides and loaded with no blankets on the bare floor next to other items piled loosely around them. They had no flaws before the move, and are now all gouged and scraped up and must be sanded, repainted and resealed. My dark cherry Steve Silver entertainment center was picked up and moved through the house near where I was working with the shelves loose in them and banging around as they carried them. I had to raise my voice to insist the movers stop and remove the shelves and pins before carrying it. The entertainment center was also not covered and protected by blankets and suffered scrapes through the finish and into the wood. It must also be repaired. It's important to know that there were a dozen blankets bundled and cast to the side unused by their professional movers who damaged my furniture. My ornate desk was dissassembled and set aside to be wrapped and packed, but instead they placed it the top atop another piece and piled boxes on it, scratching the top and side carvings when it should have been wrapped and packed in a blanket not under a stack of boxes. The dining table was gouged on the top. These items must be repaired. There were only three full rooms of furniture. It took them nearly three hours to load the truck including the time used to pile garage items on top of my very expensive adjustable bed. The front of the truck was stacked with boxes to the top of the truck. When unloading, as pics revealed, many boxes were crushed by the weight of so many stacked on them, ruining many items in the boxes. In addition, some boxes fell from the stack in the truck causing items to shift. The grand finale' was that, in the busyness of moving day, the SML employees completed the work, pulled down the door and asked for the lock, rather than asking me to come and inspect the load. I must admit I was fooled by the reputation of the company associated with Penske and my past experience with competent movers, so I should have inspected their work more closely. A reasonable person, however, would expect things to have been done right and the workers to want to have their work inspected. I was fooled. As a result, they were permitted to leave without inspecting the load, and I didn't discover their incompetence and deception until we arrived in Florida. This company needs to take responsibility for its actions and review its processes. Settling this transaction by offering $per pound for the damage that occurred rather than doing the right thing and repairing the damage exhibits the business practices and overall attitude toward its clients that need to be identified and corrected. I deserve to be made whole, and failure to do so further shows SML does not have an interest in protecting its reputation or treating its future customers fairly

We have reached out to Mrs*** *** and Mr*** *** to discuss the Revdex.com Complaint ID ***I spoke with Mr*** on 08/26/in an effort to find a equitable solutionWe had a productive conversation and have offered a Customer Service Settlement in hopes of resolving the
complaint. Mr*** wanted to discuss with Mrs*** before accepting the offerOnce we have heard from the customer we will update the Revdex.com on the status of the resolutionThe settlement offer letter has been attached for review Best Regards,*** *** ***

Complaint: ***
I am rejecting this response because: WE ARE SENIORS AND YOU SEE THEY WANT EVERYTHING SCANNED INTO THEIR SYSTEM THIS IS A LIE THAT YOU CAN MAIL PICTURES AND THEY ARE ABSOLUTELY CORRECTTHEY ARE CROOKS AND THE WAY THEY GET OUT OF PAYING DAMAGES IS BECAUSE IF YOU’RE A SENIOR YOU DO NOT HAVE A SCANNER AND THEN THEY WILL NOT ACCEPT EVEN THE COMPLAINT FORM FAXED AND THEY SENT A LETTER TO SCAN ITWHAT THEY HAVE SAID HERE IS A LIE AND FRANKLY GOD WILL CATCH UP WITH THEM AND THEY ARE THE WORST COMPANY TO ALLOW TO TOUCH ANYTHING YOU OWN BECAUSE THEY WILL DAMAGE ITTHEY ARE LYING TO KEEP THEIR GOOD STANDING THEIR STANDING SHOULD BE FTHEY EXPECT EVERYTHING IN AN ORDER THAT HALF THE COUNTRY COULD NOT DO PER THEIR RULES SO IF WANT TO BELIEVE THESE LIES YOUR AS CROOKED AS THEY ARE.
U
Regards,
*** ***

SML attempted to reach out to Ms. [redacted] but were unable to reach her. We left a detailed message about the refund of $126.00 and basic info on claims process. At this time, SML has refunded $126.00 to the credit card on file ending in XXXX5251. The discount was placed on the unloading account. A...

copy of the updated receipt has been attached to this account for review.  All claims forms will be reviewed upon receipt. Customer has 90 days from the date of her move (6/10) to submit all forms to the claims department. Claims forms are due before September 21st 2017.If you have any questions, please contact [redacted] at ###-###-#### Thank you,[redacted]

First off, Simple Moving Labor company is a scam. You guys are clearly and undeniably ripoffs. Yes, you are correct, the 2 large "sentimental items" was not listed on the unloading paperwork for many reasons. First and foremost because you have unreasonable procedures that clearly lack integrity. Let me play this in real time for you and the public:After a long day having to micromanage your group of boys to unload my furniture, all the while they approaching me several different occasions pressuring me to sign the paperwork so they can leave...You expect your customers to: go around and plug in every television, every DVD player, games stations, computers, printers, stereo systems, routers, fax machines, check all the wheels on furniture, count my tools, check the dresser & night stand drawers, count the pegs for the glass in china cabinets, ensure that all my heavy furniture has the stands, plug-in every lamp, hook-up propane to check the gas grill, look for scratches/damages to regular items.....To ensure everything is working and in the same condition that it was before I hired SML????ALL WHILE THEY ARE PRESSURING YOU TO LEAVE AND THEY ARE ON THE CLOCK. This is not reasonable HOWEVER, within 1 hour, my wife called, within 6 hours we submitted our first claim ans noticed the other 2 items shortly after- approx 6 hours, in which WE ALSO DID submit a claim to SML, Shelia. Meeting our new neighbor the next day, Benny, he asked if "the moving company was going to replace the toolbox that the boys dropped in the driveway".....I can provide you a signed and notarized affidavit stating that he heard and saw this...Upon unpacking my 3000 sq ft house (one room at a time), the Direct TV installers returned- to do their job and plugged-in the TV to find that the pixels were damaged exactly in the same spot where the SML worker was carrying it in his head. 6 people, My wife, 4 electricians, and myself saw this. Again, I can get signed and notarized affidavits stating this as a fact.   As far as the TV, I  can provide a video of my son in front of the perfectly working TV dated the day prior to the move, should you think that it was not in perfect condition.  I was compensated $195 for services that I did not receive. Again, a scam company THAT CHARGED ME FOR PROMOVERS AND SENT LABORERS. This had nothing to do with your damages. You guys are horrible and have written your policies and procedures in a way to not hold yourselves accountable for damages. I understand your policy and know that your careless in packing has damaged and/or broken many many MANY items in my house while in transit. If you would have packed it correctly, this would be much less. AGAIN, the said 2 items, were broken during the unloading process and I can get you signed and notarized affidavits stating that as a fact.  Let me know how you would like to proceed.

I have spoken with
Mr[redacted] and we have agreed to credit him the full price he paid for the unload
($411) as well as provide him an additional ($200) for the damage that occurred
(Total $611). Additionally, the
providers who performed his unload will be expelled from our
organization for
having committed fraud.
I am very sorry
this occurred and I do not take it lightly.
It is very rare that incidents like this happen, but when they do SML
will stand make it right. I have
also offered Mr[redacted] 20% off any future service from SML
Thank you for the
opportunity to respond to this issue and again please accept my apologies

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 $30 credit to my credit card and understand that could take a few days. 
Regards,
[redacted]

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 me. The 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, 2016. [redacted] is disputing the cause of her unload cancellation, the forfeiture of the $110.00 deposit, and asking for $230.00. We have completed a comprehensive managerial review in regards to account 209247 in association with the Revdex.com Complaint ID [redacted].Ms. [redacted] completed the booking process with SML on 08/29/2016. She scheduled her Loading for 08/30/2016 and her unloading for 09/03/2016. Ms. [redacted] was unable to provide an unloading address at the time of booking. This 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 address. In 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 09/01/2016 or Friday 09/02/2016. SML accepted this, booked our crews, and awaited contact from Ms. [redacted].SML called Ms. [redacted] seven times on 09/02/2016 in an attempt to discuss her order and acquire the unloading address. Five voicemails were left requesting contact from the customer. Upon the sixth and seventh call, her voicemail was full, and we were unable to leave messages. Ms. [redacted] did call in to SML twice on 09/02/2016, but disconnected the call both times. As noted in the account, “9/2/2016 3:53:45pm - Called customer to ask for the UL address for tomorrow. When I identified myself and why I was calling, she hung up on me. Called customer again and ‘Mailbox is full’.” A complete call log can be found attached to this account for reference. In addition, a total of four emails were sent in an attempt to discuss the account and obtain the unload address for the order. Below is the email sent to Ms. [redacted] on 9/02/2016 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 9/2 in San Antonio, TX. Since 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 information. This 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 unload. SML cancelled her unloading on 09/03/2016 after an additional call (voicemail full) and email was sent in an effort to discuss her account. Ms. [redacted]’s unload was scheduled for 09/03/2016 with an Arrival Window of 1-2pm. At 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 refunded. Our 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 deposit. Additional 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 occur. SML will always make every effort to accommodate the many variables thrown at our customers during their moves. However, 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 truck. At the close of every job our crews request the customer review the work performed and sign a workticket stating the job was completed. Customers are responsible for performing a walkthrough to ensure all items are loaded into the truck to their satisfaction. Ms. [redacted] signed the workticket and did not inform SML of any missing items until a call on 09/08/2016 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[redacted]Customer Relations Manager

Hello Ms. [redacted],We apologize for the misunderstanding.  Your account has been corrected and the full sum requested, $58.50 has been credited to your card on file.  The credit was applied on Saturday 03/19/16 at 8:47am Central time.  Please allow 2-3 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

Simple Moving Labor received the Revdex.com Complaint ID [redacted] on April 25th, 2017. We have completed acomprehensive managerial review regarding customer [redacted]’s account. [redacted] is requesting SMLreimburse the deposit of $110.00 and all monies charged on the account along with a...

reprimand or firing ofspecific SML personnel.We have performed a quality assurance review on the call(s) available to and from Ms. [redacted] to determine ifany policies were not followed and ensure the high level of customer service we expect from ourrepresentatives. Below is a timeline and outline of the calls on April 25th,2017.? 8:57am EST – Received call from Ms. [redacted] inquiring about crew’s arrival. Customer was placed on abrief hold to call our local manager to determine the estimated time of arrival (our local managerinformed us the crew should arrive within the next few minutes if they had not arrived already)? 9:00am EST – Our representative returned to the call to inform the customer of the update. Ms. [redacted]had stepped away from the phone due to the arrival of our crew. Upon returning to the phone sheinformed our representative she was not happy, our crew smelled of smoke, and she wanted to canceldue to the delay. She was then transferred to a Service Specialist.? 9:06am EST – Our Service Specialist discussed the account with Ms. [redacted] and offered to reschedulethe loading to later in the day. Ms. [redacted] wanted to cancel her order and send the crew away due totime constraints of her day. She also stated the crew smelled like smoke and arrived late. She asked forher money back and then became combative with the representative speaking to her. Ourrepresentative explained the cancellation policy and informed her if we canceled the account at thispoint there would be fees. Ms. [redacted] was frustrated and became aggressive. She demanded her moneybe refunded and threatened a chargeback and Revdex.com complaint. She was demeaning to our employeeand called her “stupid”, threatened to “slash her name everywhere”, said she was “full of st”, andthen called her a “bh” multiple times. In addition, Ms. [redacted] said, “I will find every way I can to trashyour company at this point”. Call was disconnected after multiple verbal attacks directed at ourrepresentative. This specific conversation was 17 minutes and 7 seconds in length.SML fully understand the stressors and frustrations of moving. However, the verbal abuse and language usedduring the call was not appropriate or necessary. Our crew arrived before the end of the arrival window. Thearrival window was set and agreed upon by both SML and Ms. [redacted] upon booking. As stated within ourProMover Terms and Conditions, “SML implements a 72-hour cancellation policy; any scheduled job within thistimeframe that requires date/time changes or is cancelled may be subject to forfeiture of deposit. Additionalfees may apply if crew(s) has already been dispatched at time of cancellation or date/time change.” SML hasmet all obligations to Ms. [redacted] and consider the matter closed.

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.
Regards,
[redacted]

SML received the Revdex.com Complaint ID [redacted] filed by Ms. [redacted] on 09/12/2017. We have completed a managerial review in response to the complaint. She is requesting restitution of $5,000.00 for damages incurred during her move. Additionally, she is expecting SML to cover all repair costs for...

her bed through the remainder of a 10-year warranty on her bed.SML has previously settled with Mrs. [redacted] on the totality of her concerns. Please refer to the list below to review the steps taken to settle Ms. [redacted]’s complaints.• SML applied a Customer Service discount of $188.00• SML finalized, approved, and paid a claims settlement in the amount of $315.00Compensation provided to Mrs. [redacted] totals $503.00 to cover all customer service and claims complaints. The $188.00 Customer Service discount was provided due to complaints about the service provided and the $315.00 claims payment covered the damage to her household goods.Attached, and below, are copies of the signed release form detailing the claims settlement of $315.00.In reference to the request to cover the damaged bed for the 10-year warranty and to cite our Terms and Conditions that Mrs. [redacted] signed: “We will fix or replace your item(s) for damages at a rate schedule of $.60 cents per pound per item as determined by the US DOT standard weights and measures.” “If any damage to the property occurs please point it out to the lead mover immediately. Failure to notify the loaders/unloaders of any property damage prior to their departure will forfeit any claim of damage to the property against SML” We have met, and gone beyond, all obligations of our Terms and Conditions as detailed in our Service Agreement.Simple Moving Labor did not live up to the expectations we set for ourselves and our customers. Due to this, we made every effort to adjust to the needs for Mrs. [redacted] both on the day of her move and after. After multiple discussions about her claims paperwork and dissatisfaction about the length of time her move took to complete, we offered a settlement for her household goods claim and a one-hour discount off her final bill. Ms. [redacted] accepted the one-hour discount, signed the attached settlement release form, and accepted the payment for the approved claims. We have attached a copy of the signed release form, a copy of the work ticket including two copies of Terms and Conditions, as well as the original Service Agreement signed by the customer. We consider this account settled at this time.Best Regards,[redacted]Customer Experience Manager