Simple Moving Labor

I've identified myself, yet just like the people they sent for the load and the unload, no one from SML seems to want to identify themselves.  Also neither team - the Professional Movers" or the "Helpers", provided me with a copy of the paperwork they had me sign, and in fact the signature after the load is not mine.  They left without saying anything, and I can only imagine who actually signed it, but it was not me.  The respondent also neglected to say that I had called the 800 number on 8/29/15 to complain about the loading crew.  I was told  by the rep who answered that  a review would be handled by a manager after the unload.  I was expecting that to happen and awaited their call, which never came.  When I called on 9/4/15 I was told that a manager was not available and that someone would call me.  Again, after not hearing from anyone, I called on 9/6/15, and finally talked to Sandra Gilley - a manager - after being disconnected twice awaiting her pickup of the call.  Now let's get back to the Pro Mover who was constantly on the phone while he was supposed to be loading my items.  What can anyone saythat would allow them to promote these people as professional movers.  I also want to note that the 3 hour minimum is based on the questions on their website.  It was not my calulation, and no where on that site did it provide any information on the average load time.  I guess that they would rather mis-lead their prospects than give accurate information.  it would seem people would be much happier with a lower final bill than a larger based on their estimate.  Again the minimums are based on the website they use to prepare their "quote".  After reviewing the self rightous attitude of the respondent, whoever he is, he has only confirmed what I have been experiencing.  These give are in it for the "buck" and that's it.  Not one word has ever been uttered that the way their contracted representatives comported themselves during this process is not the way to do business.  I paid for professional help and did not get it.  AnNd I also note that the last line of the response, was that I would have to call them if I wanted to discuss this further.  I am done calling these guys.  And therefore, I will be letting anyone considering a move, that Penske delivers what they say they will, and SML should be avoided at any cost.  And in a business where I came into contact with people who are moving every day, I can guarantee that it will cost them a lot more than I indicated would have accepted to resolve this issue.

SML received your letter disputing the amount of your approved Claims Request [redacted] through Revdex.com Complaint ID [redacted]. We have completed a comprehensive managerial review in regards to your request. SML reviewed the pictures you provided displaying the damage to your beds and hall table; in...

addition to all paperwork and notes associated with your account in an effort to provide an equitable resolution. SML validated your claim, [redacted] and sent you a check in the amount of $102.00 to settle your claim. The amount of $102.00 was established by the agreed upon terms and conditions within the Service Agreement stated as follows, “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. 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.” During the initial claims review there were multiple factors that disqualified your claim from being approved. Based on the pictures provided, the type of damage which occurred to your items is referred to as rubbing. Rubbing happens when two items shift while leaning against each other and is typically generated during transit. Additionally, you shared during a call to us at 10:30am Feb. 27th that your brother reloaded and repacked items in the back of the truck. Our crews are not accountable for damage to items once they have completed the job and left the work site. SML is unable to establish whether or not damages occurred due to our crew’s actions or by outside factors we are unaware of. We are not responsible for damages not reported, or listed on the workticket, on the day of the move. This policy is an industry standard and is practiced nationwide. While we were aware of these mitigating factors, SML approved your claims request not due the claims legitimacy, but in an effort to provide top-notch customer service. SML cannot approve additional payment on damage claim [redacted]. However, we are committed to addressing our customer’s issues in an amenable manner and ensuring we make every effort to be better than the industry standard. SML is extending an additional $498.00 as a customer satisfaction gesture. The $498.00, in combination with the $102.00 initial offered, totals $600.00 paid in restitution for the issues you encountered during your move. If accepted, SML will issue a check in the amount of $498.00 to settle this matter. Please let us know who to make the check out to and the physical address where you would prefer we send the check.   Best Regards, [redacted] Customer Relations Supervisor

SML received the consumer complaint in reference to Full
Service Local service performed on January 8, We have completed a
comprehensive managerial review in regards to account in correspondence
with the Revdex.com Complaint ID 11120296. The
managerial review
included: examining notes on account 158505, consulting with
the crew sent to perform the job, and listening to all calls to, and from,
P[redacted] with SML
Mr[redacted] booked our services on January 5th,
Our Full Service Coordinator contacted Mr[redacted] on the same day to
go over the details for his upcoming move
Items discussed in that call are listed below:
·
Loading address is a 3573sqft residence with
bedrooms – SML utilizes 26' box trucks
capable of transporting a typical 2000sqft fully furnished homeDue to this,
his move would require trips, at a minimum, to complete
·
Crew size of would not be efficient for a move
of this size – suggested ProMovers
·
flights of stairs in home
·
Requested arrival time of 3pm-4pm was too late
to start a move of this size
·
Customer had expressed an expectation of the
move taking a total of 5hrs
During the call, our Full Service Coordinator discussed best
practices and offered solutions to make Mr[redacted]'s move more feasible and
effectiveDuring this call Mr[redacted] indicated:
·
Our crew would only make one trip in which we
would be moving the larger items and leaving some of the smaller more
manageable items
·
He did not want a fourth worker due to the price
increase
·
He was willing to move the arrival window from
3pm - 4pm to 11am – 12pm
·
He understood the move would take well beyond
5hrs to complete
·
Mr[redacted] informed us he would not be
onsite for the first portion of the moveInstead, his brother in-law, Thomas
would be onsite to assist with guiding our crew on which items to move
Upon completion of the call, SML set up the move with our
local crew in Chicago and discussed in detail with them the size & scope of
Mr[redacted]'s move
On the day of the move, around 1pm, our office called Thomas
to cheand see how the move was goingThomas said the move was going
well, but indicated he felt they were "going kinda slow"A supervisor reached
out to our SML Chicago branch manager to discuss the concernThe crew onsite
had recently been in contact with their manager to discuss the progress of the
moveAs reported by the crew onsite, the move was progressing slowly due to
the amount of furniture which needed to be disassembled along with prepped for
loading, and having to be directed as to which specific items would be loaded
as opposed to staying in the houseWe discussed these issues with Thomas,
since Mr[redacted] was not onsite until 4pm, and he appreciated the update
and understood the issues slowing our crewSML did not hear from either Thomas
or Mr[redacted] until 8:40pm when a message was left about Mr[redacted]'s displeasure
of having the crews switched between the loading and unloading
Due to the size and scope of the move, our local manager
sent a separate fresh crew to perform the unloadThe second crew arrived at
the unload site before the arrival of our loading crew so there would be no
delay in the moveThey began working at 6:30pm and completed the unload at
11:30pmAs indicated in the Settlement portion of the Revdex.com complaint, Mr
[redacted] was happy with the work the second crew provided
Both of the crews sent for Mr[redacted]'s move are experienced
professional moving crewsTheir ability to load and unload trucks is not
determined by sizeThe loading crew has a combined years of experience as
movers and worked as quickly as the circumstances allowed.
We strive to set appropriate expectations for our customers,
just as we did with Mr[redacted], however in our experience customers often believe
their move will be much quicker and less expensive than is reasonable to assume. By Mr[redacted] mentioning that "other
companies quot(ed) me ridiculous amounts for my moving expenses" it is evident
that he chose to ignore the expectations that were trying to be communicated
SML is always concerned with our customer's satisfaction,
and make every effort to ensure we meet their high level of expectations, while
also trying to set appropriate expectations as we did hereWe are regretful to
hear that Mr[redacted] expectations were not met. However, we do not find any fault in the
quality of either crew and believe they worked diligently to provide an
excellent move. Due to these factors, we
will not be offering any refund for services rendered, but wish Mr[redacted]
and his family the best in the future

SML received the consumer complaint in reference to services rendered for [redacted] on June 9th, 2017. We have completed a comprehensive managerial review regarding SML customer account 263440 in association with the Revdex.com Complaint ID 12201427. SML quoted Ms. [redacted] for...

service on June 7th, 2017. All quotes for service include a two-hour minimum, a travel fee, and a variable per hour rate dependent upon the number of crew members requested or required. Additionally, if our crew is expected to follow the customer to a second location there is a Second Stop Fee determined by the distance traveled. Ms. [redacted] order included a crew loading a 16’ truck and then following the customer to a new location to unload her items into a new residence. At no time during the quoting process did SML indicate an expected timeframe her move would take to complete. A copy of the Service Agreement signed by Ms. [redacted] has been attached for review. On June 9th 2017, our local crew worked from 9:45am to 2:45pm EST successfully completing the loading and unloading for Ms. [redacted]. Shortly after the completion of her move we received a call from Ms. [redacted]. She notified one of our Sales and Services Representatives of several complaints about our crew. Ms. [redacted] specifically mentioned: • ProMover crew did not bring a dolly • Job took 5 hours to complete and should have taken 3 hours • Crew stopped for a 30-minute lunch • Crew did not know how to pack the truck and did not seem experienced • Damages to some items Shortly after the call from Ms. [redacted] we contacted our local manager to discuss the circumstances being described. He confirmed the crew did not utilize a dolly but stated, “We didn’t use dollies due to steps but did have them with us”. We asked why he was unable to utilize the dolly and he informed us, “the loading location did not have an elevator and the unload location had the elevator we had to share. The customer lived on the 8th floor which slowed the whole process down.” Referring to the time it took to complete the move and lunch break he stated, “The elevator we used was not a freight elevator and had to be shared with other residents. We had to wait 30 minutes for the customer to get a key to a storage, and did not stop for a lunch break. During the drive to the unloading location the customer stopped to get food and we stopped to grab a drink. Both the customer and my crew arrived at the same time to the unloading location.” In consideration of the feedback from both our customer and local manager, we set the account for a discount of $117.00, equivalent to the cost of one hour of labor. When reviewing the logistics of Ms. [redacted] move it is conceivable the job could require up to five hours to complete. Some of the factors which extended her move are listed below. • Long walk at loading • Shared use of a non-freight elevator to reach 8th floor apartment • Loading items from apartment and a separate storage area (storage area required 30-minute wait for access) • Time taken to load and secure items before transit • Drive time between locations • Time taken to unsecure and unload items into residence with stairs However, we take more into account than basic logistics and always seek to find an equitable solution with our customers. During the discussion between our Service Specialist and Ms. [redacted], the factors which determined the discount were discussed. SML agrees, the utilization of a dolly would have been more efficient, and a dolly should have been made available for use. Since our crew did not use a dolly, or make it available for use, we offered the discount of one-hour off the cost of service ($117.00). The offer was rejected. During the conversation, our Service Specialist asked why we did not receive a call from Ms. [redacted] while her move was in progress and explained how this step would have provided us an opportunity to address the complaints during her move. This was not an attempt to redirect blame to Ms. [redacted]. We gather information from both our customer and local crew in order to find an unbiassed resolution for all parties involved. Many factors were discussed during the conversation with our Service Specialist and these factors are not an effort to “blame the whole situation” on our customer, but simply an attempt to discuss the variables we consider. Ms. [redacted] did correct some of the information our local manager provided. Our local manager stated there were stairs at the loading and an elevator at the unload, but he had switched some information about the loading and unloading. Since some of the details were not relayed to us correctly, SML reconsidered the initial offer of a discount of $117.00, and we extended an offer of an additional half-hour off the final bill for a total of $175.50. This offer was again rejected. Ms. [redacted] was adamant the job should have only taken three hours. After further internal discussion about the account, SML decided to only bill for three hours of labor, per the request of Ms. [redacted]. We wanted to ensure SML took all possible steps to find an equitable solution for our customer. A call was placed to discuss the additional discount but we had to leave a voice mail so a receipt was emailed showing the discount. A copy of the receipt has been attached for review. We have met the initial request of only billing for the time Ms. [redacted] believes her move should have required. We consider the matter closed and will not be refunding the entirety of her bill for services. Best Regards, [redacted] Customer Experience Manager

We are sorry that Mr[redacted]'s load did not go as quickly as
he anticipated, however, we do not provide a "quote" of 3-hours. We provide a 3-hour minimum for the ProMover
service as the Service Agreement clearly states, "Total for 3-hours or less
each
hour after first
hours is
" (see accompanying documentation). The average ProMover load takes hours to
complete, however there are varying types of loads and unloads that impact the time
it takes. The 3-hour minimum is fairly standard in our industry. The motivation for our crews to finish the job quickly and safely is SML's quality scoring, which allows them to earn priority work. Additional financial motivation to finish jobs quickly/safely is that it enhances their ability to do multiple jobs per day thus acquiring more tips from happy customers
In reviewing the billing notes in our system Mr[redacted]
contacted SML on 09/to complain about the billing. It was explained to him again how the billing
works and receipts were emailed that day.
Subsequently, on 09/a customer satisfaction discount was applied in
the amount of $and an updated receipt was sent.
We believe that our billing practices were clear from the start
and that the refund applied to Mr[redacted]'s credit card is a mutually agreed
upon amount. If Mr[redacted] has any other
questions about his bill he may contact SML directly at ###-###-####

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 $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 Lbsitem (TV) would receive a valuation of $(Lbs x $= $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 $for their general dissatisfaction we will accordingly assume
this complaint will be re-closed as resolved by the Revdex.com

This letter is in response to Revdex.com Complaint ID [redacted] filed by Ms. [redacted]. Simple Moving Labor received notification of Ms. [redacted]’ Revdex.com complaint letter on June 30th, 2017; precisely one year to the day of the customer’s loading performed by our crew on June 30th, 2016. We have completed a...

comprehensive managerial review regarding customer account 188124 for [redacted].Ms. [redacted] booked loading services in Manchester, Missouri and subsequent unloading services in Dayton, Ohio. Ms. [redacted]’ primary complaint is centered on the loading services performed on June 30th, 2016. SML was not notified of any issues during the job on 06/30/2016. On 07/02/2016 Ms. [redacted] called in to notify SML of an unscheduled crew reduction on the unload. During the discussion about the crew reduction on the unload, Ms. [redacted] notified SML of damages to her items. We instructed her to document the damages and emailed claims paperwork for her to complete and return by 09/30/2016. Near the end of the 90-day window to return claims paperwork, our claims director and Ms. [redacted], made arrangements (on 09/28/2016) to allow a few additional days to organize and return all required documentation. All claims paperwork was received on 10/03/2016.Our claims department reviewed all documentation received from the customer and all available information from her account. Ms. [redacted] claim was partially approved for payments on both the property damage and damage to her household goods. These items were approved because they were clearly noted on the work ticket from her loading on 06/30/2017. No other items were listed on the work ticket as damaged. SML provided the following compensation from the damage claim to Ms. [redacted]:• $150.00 for damage to a freezer• $90.00 for Property Damage• $150.00 as a customer service gestureItems not listed on the work ticket, or were damaged in transit, are not covered under any circumstance through the claims process. As stated on the service agreement signed by the “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…. 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 attached a copy of both the signed service agreement and work ticket. The additional $150.00 customer service payment was provided to help settle the account. Ms. [redacted] was not happy with the claims decision to only pay $240.00. As a gesture of good will, we offered the additional $150.00 in hopes of reaching an equitable solution.Due to the Revdex.com Complaint, our management team has reviewed all information provided to SML about the services provided, to ensure we have extended a fair and reasonable settlement to Ms. [redacted]. The most clarifying information found during this review was from the loading work ticket.A note was placed into the comment section by the customer stating, “They did a great job. I didn’t think everything would fit on the truck, but they worked very hard and got a lot of things to fit – more than I thought was possible.” This note, in combination with a picture taken of the opened end of the trailer truck, provided solid indications the damage to her items occurred during transit. Pictures show a well-organized truck loaded to capacity, along with demonstrating the crew utilized blankets. See the picture below:Blankets were used to protect the surfaces of the furniture and were utilized to assist with the stability of the furniture by providing a spacer against the wall to limit the furniture’s ability to shift during transit. It is evident the crew performed a quality loading for Ms. [redacted] and made every effort to utilize truck space wisely to ensure the maximum amount of her items would be relocated with her. There was no contact with SML during the duration of loading complaining how the truck was loaded or complaining about any issues with the crew’s level of experience or professionalism. By all appearances, Ms. [redacted] was completely satisfied with the quality of the loading crew and the loading overall until after her items arrived at her unloading location. As noted on the unloading work ticket, “As items came off the truck, it became clear the loading crew was careless in packing the truck.”Ms. [redacted] is requesting a payment of $2552.55 in restitution for the damages to her furniture. Her expectation is to have SML “…pay the full cost of repairing the hard wood furniture.” Additionally, Ms. [redacted] is asking for SML to separately address the scuffing on her refrigerator by “send[ing] someone to buff it out”. SML has met, and exceeded, all obligations to Ms. [redacted]. SML paid $90.00 due to the property damage (amount listed on quote), $150.00 for damage to House Hold Good(s) listed on work tickets, and was additionally provided a Customer Service check of $150.00. Total payment through our claims process was $390.00. We considered the account closed until receipt of the complaint one year to the date of her loading.SML is saddened to know we did not fully protect our customer’s home and items from damage during the loading process. We did not meet the high expectations set by ourselves and made sure to go the extra mile in finding an equitable solution for her. Damage occurred to multiple items during transit due to the natural movements during transport. There is no basis for claiming our crew was inexperienced or negligent in the loading process for Ms. [redacted]. We have attached a copy of both the loading and unloading work tickets, the original service agreement, and an email with links to pictures of the damaged items.Regards,[redacted]Customer Experience Manager

We have contacted the customer directly and settled his complaint about services.Let me know if you need any additional information to close this account. Thank you for your assistance in this matter.   [redacted]

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.

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 request. SML 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 resolution. Your Claims Request [redacted] has been denied based on the property damage(s) not being listed on the workticket. Included 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 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.” This requisite is an industry standard which protects companies nationwide. Due to the property damage not being listed on the workticket we are required to deny your claims request. However, SML understands that children will always take precedent over the finer details during a move. It is easy to miss a dent to a door when you’re making sure your kids don’t put a dent in each other. As a gesture of goodwill, we would like to offer an alternative solution to you and your family. Reviewing the information provided, and considering our correspondence with you previously, SML would like to extend an offer of $150.00 as a customer satisfaction settlement in efforts to bring this matter to a close. Assuming this is an acceptable settlement, please respond via the Revdex.com noting your preferred mailing address. Our office will draft and send a check within 10 business days. SML wishes the best for you and your family.

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 $225. Once [redacted] approves the voucher it is
applied bringing the total potential out of pocket expense for Ms[redacted] down
to $211. 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

I made it clear throughout this whole horrible experience up to the point I received the check underestimating the weight of all my items damaged. We are not talking about 1 or 2 items we are talking about 23 including my car being scratched. I have every right going through the Revdex.com to protect other customers from having similar experiences. If I had known there was a remote possiblity of so many personal items would have been destroyed I would have upgraded the insurance. This 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 involved. This company hired them and should be more responsible to the damage that had occurred then .60 cents a pound. In 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11555559, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.The reason that my wife and I have not followed through with SML's claim form process is because the items that were broken during the move were smaller, sentimental items. If I recall, SML's claim policy pays 60 cents per pound for approved claims, which would be an insignificant amount of money.Additionally, with regard to the move urinating in the woods across the street, I would have acted IMMEDIATELY on that if I had been made aware of it. My wife and one of our friends helping with the move saw it, and I didn't find out about it until after we had completed our move and began unpacking. Furthermore, SML did call me on the day that the movers loaded our truck. However, it is important to note that the call took place just 10 minutes after the movers had arrived, therefore I had no feedback at that point.We have been in contact with Penske Truck Rental customer escalations regarding this issue (Penske Truck Rental has a marketing/advertisement partnership with SML). They are highly upset at this incident, and if I am unable to resolve directly with SML through the Revdex.com, I will return to Penske to escalate with their senior management as well. They were none too pleased that a company THEY recommended was performing so poorly and unprofessionally.At this time, I still 100% demand a FULL refund from SML for the services. I am having to take precious time out of my own life and work to deal with this issue.
Regards,
[redacted]

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 resolved. Also, [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 SML. I 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 truck. See that flat screen tv? Ya your pro movers refused to put the protected box around it. Wow. Great work. They refused to use the 2 dozen furniture pads I bought. Also, 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.com. Thanks talk to ya soon.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this better than nothing regarding charging me for ProMover fee and sending me general laborers with no tools, knowledge, and lack of carefulness.
I would like to respond to the SML reply. As they clearly demonstrated in their response below, they are in dire need of customer service training. SML: I hope you know this is public information, meaning: everyone can see your response. Of course the work tickets I signed do not have negative comments. Do you expect a customer to look at every item in the house to check for damages as they sit a wait, while I am paying the rate? Do you think that a customer will recognize all damaged items immediately? Oh wait, let me setup all my furniture while you watch and plug in every television to see if you broke it...This is silly to assume customers do this. Lets be realistic. I would have never used a statement of "rocked".  I did say that the loaders (not the unloaders), were clearly ProMovers were very professional and awesome. I called within 5 minutes of them leaving, not an hour, lets be honest here. I asked if they could finish the job and was told that "it would cost me extra"...You are correct, I did not answer because I was too busy crying at all the damage your company did to my furniture- alongside with your statement "[your] hands are tied". Exact words...Yes, I sogned off on the work because I had 3 hoodlums in my house, I was alone and they harassed me 3-4 times to sign their work as I continue to walk around my house asking "are you going to set up that bed, my kids bed, my table, the mirrors on the dressers..... I did not list all the stuff, just the big items because I simply got tired of repeating myself to the unprofessional laborers that were sent. I felt unsafe and wanted it to be over with- expecting what I paid for. I have a child, I do not need more to micromanage. I hired SML to help alleviate some stress of moving, not cause more.... No one ever apologized for my experience...and I did not want the $45 credit. I wanted the job done that you contracted me for! Plain and simple. You did not do anything to make the situation right, nothing, zero, ziltch. You will be receive a separate claim with the damages listed because their were several eye witnesses that saw and heard the SML employees damage my property during the unload.SML is a scam, I have read the other reviews now, shame on me for not doing so to begin with. I have noticed 3rd parties including Penske not to recommend you. I am truly disappointed and it hurts to see my furniture so damaged. I take very good care of my belongings- (nothing was damaged prior to my move) and assumed SML would do the same. I was very wrong. Perhaps if you would have sent me ProMovers rather than laborers that I requested and paid for none of this would be happening right now. I accept for $150 credit for incorrect charges and we can handle the damages in another complaint.

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 situation. I am appalled that SML's "customer service gesture" is a discount for future service.  I will never use SML's service again, discount or not. He 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 damaged. This 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 - * It was not possible for me to stand over the gentleman loading my furniture the entire move. Had I known he was not properly taping the pads - and using a handful of the 60 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 - * 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/secured. My 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 30 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 - * 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 gesture. They are nice men. But 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 complaint. Under oath in a court of law, he and SML would not have a leg to stand on with regards to that. Mr. [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]

Thanks for forwarding SML’s recent response to my claim. Once again this is disappointingly off the mark. Simple Moving Labor (SML) was recommended to us as a professional company that does good work. A professional company stands by its work. The unprofessional loading provided by the assigned SML team resulted in significant damages to our property. The inability of SML to address this is very disappointing. Their offer of $361 to cover over $5000 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 satisfaction. Given their repeated reference to my onsite survey at the time of the move I feel it is important to address the rating given. While thoroughly disappointed by the lack of professional loading found during the offload process the loading team was certainly pleasant in their interactions with us. The 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 furniture. If 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 job. We were directed to stay off of the truck and not to assist in the loading process. The loading team seemed to prefer our not to be around as they did their work. Given the result I found during the offload I requested that the high rating be rescinded. For 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 for. In my view that voided any terms and conditions specifically written to protect them from the shoddy work provided. Also interesting in the SML response is the misrepresentation of the materials used. I provided 16 loading straps and 6 dozen pads to the team to ensure our household goods were properly loaded and secured. Only 4 straps were used and less than 20 of the pads. At the end of the load approximately 50 pads were placed unused in the back of the truck. Had the provided pads ad th been used this complaint would never have been filed. It is obvious in the pictures provided that only a minimum number of pads were used. There should NEVER have been any wood-to-wood direct contact that was allowed by the loading team. Thank you for your time in working this. Hopefully the Executive Leadership team at SML will take time to look at our situation and provide some more appropriate relief. My original requests still stand. Regards,   [redacted]

$150.00 isn't enough.. Your loader didn't respect my stuff and SML doesn't pay claims on ceramic smoker. I had a big green egg smoker that has 2 big cracks in it due to SML loaders placed a loveseat coach and 30ft. Folding ladder on top of it. FYI look up the price of a l a rge big green egg. So therefore, I don't accept your plea to drop this dispute.

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

Thank you for bringing this matter to our attentionAll workers on a job for SML have undergone
and passed a thorough background check prior to arrivalWorkers are also provided with an SML work
ticket for each customer to review and executeWhile having a picture ID on the job
is not
required, we understand your concern
Since the Helpers were not allowed to provide you services, SML
will provide you with a refund less the deposit of $90.00, which is forfeited
if a job is cancelled within 72-hours of the start time per our cancellation
policyThis policy is addressed in the Service Agreement that you executed on
November 3rd (see attached)
Please provide us with the appropriate mailing address, and
we will process a refund of $in the form of a checkPlease allow 4-business days for your refund
to process