Steve Barry Ford, Inc.

Complaint: ***
I am rejecting this response because you are not addressing the issue Fair compensation for the TV that was broken by your *** was not/and cannot be accepted at a pound Furthermore, your lack of ownership and responsibility make this process cumbersome and aggravating My mother paid you fair compensation at the time of packing and shipping, and paid you again when your fees were underestimated on time and without hassle Why won't Island Movers do the honorable and right thing and replace her TV? Your ***, has been in business for over years or longer, your relationships with mainland companies are noted and accredited, you move and pack locals and servicemen/women from the island to the mainland I find it hard to believe that a *** that has a #rating for three consecutive years cannot be more cooperative and work with us on the replacement We thought we could count on you, and be moved by the best It seems as if we were sadly mistaken
Sincerely,*** ***

We have read the complaint filed by *** *** on August 1, 2017, and we thank the Revdex.com for this opportunity to respond First and foremost, we regret any frustration the customer, Kwi Sun Kim, may have felt regarding the damage to her TVAs Mr*** indicated, his mother’s move from
Honolulu, Hawaii to ***, Georgia was handled by multiple moving companiesAt this time, we cannot pinpoint exactly when the damage occurred and which *** was responsible However, we can say that upon completion of the origin (Honolulu) services by our crew, the customer completed and signed a Final Walkthrough form, reporting no problems and writing “good” in the comments sectionA copy of the signed document is attached to this response As we do with each of our customers prior to a move, we informed MsKim about the established legal liability of $per pound per article regardless of value in the event of loss or damageThe customer was offered the option of purchasing additional insurance, but declinedThe limited liability was verbally communicated to her and was also clearly stated on her Cost Estimate formShe accepted the limited liability, and initialed and signed the documentA copy of this is also included with our response When we received notice of the damaged TV, our moving coordinator contacted the customer to assist her with the claims processAfter discussing the expected settlement of $per pound, the customer refused to move forward and fill out a claim formWithout her cooperating in our claims process, we were unable to move toward any settlement Please advise if there’s any other information the Revdex.com would like us to provideThank you

We received the complaint and we thank you for this opportunity to respondThrough the course of our investigation, it was determined that our company driver was not at fault for the July 7, accidentThe complainant left the scene before a police report could be filed One of our
supervisors spoke with the complainant by phone on July 27, 2016, and the complainant was advised to contact his auto insurance company to report the damageOur supervisor provided him with our Claims Manager’s contact information, but our company has yet to hear from his insurance company. Our letter to the complainant formally denying the claim (dated August 5, 2016) is attached to this response Although this is being categorized as a customer complaint, the individual was not a customer of oursWe appreciate the Revdex.com’s involvement in helping us to resolve this matter

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. I thank you for acting on my behalf. I know that if you hadn't reacted than I would still be waiting on my things.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

We have read the complaint submitted on April 3, 2017, and we thank the Revdex.com for this opportunity to respond.   First and foremost, we regret any frustration the customer may have felt regarding the issuance of his refund. A check in the amount of $164.36 was prepared and mailed to the customer...

on April 5, 2017. A copy of our check is attached (marked ‘void’ for purposes of this response).   Our investigation revealed that the delay was caused by an unfortunate combination of one staff member leaving our company during this time period and another staff member failing to follow through on the pending matter. This customer was indeed due a refund of $164.36 when his shipment on January 25, 2017 weighed in at 1,234 lbs. The original estimate, which had included additional household items, was 2,200 lbs.   The General Manager of our Maui division spoke with the customer by phone on April 4, 2017, and expressed our sincere apologies for the inconvenience this caused. Our General Manager also conducted retraining for her staff on company procedures relating to customer concerns, the issuance of credits, etc., so we can prevent this type of delay from happening again.   With the refund check issued, we consider this matter resolved.

We have read the complaint filed by [redacted] on November 7, 2017, and we thank the Revdex.com for this opportunity to respond.   After conducting a site survey of Mr. [redacted]’s household items on May 15, 2017, Island Movers prepared a cost estimate for the requested door-to-door service from...

Kihei, Maui to Vancouver, British Columbia, Canada. This estimate was acknowledged and initialed by the customer on May 17, 2017, the day his items were picked up by our crew. Copies of the site survey inventory sheet and initialed estimate are included with this response.   Door-to-door moves are charged by the actual weight of the shipment. After the packing of items was completed, the customer’s shipment weighed in at 1,761 lbs. We notified Mr. [redacted] that there would be a slight increase in cost due to the actual weight of his shipment.   Mr. [redacted] stated at that time that the cost was too high and instructed us to dump his entire shipment. We advised against this and asked him to provide a pared down list of items that he would like to have shipped to Canada. The customer gave us a reduced list over the phone, and said the remaining goods could be disposed of. Documents showing the items we picked up from the home versus the items the customer authorized us to ship are included with this response.   We provided Mr. [redacted] a new price of $5,090 based on the revised shipment and received his authorization to proceed. After his items reached Vancouver, our destination agent made multiple attempts to contact the customer for final delivery but received no response. Island Movers later received a call from Mr. [redacted]’s son, who provided a valid phone number. We gave the number to our destination agent, and final delivery was completed on October 4, 2017.   Later that month, Mr. [redacted] contacted us to inquire about the balance of his shipment. Multiple phone calls continued during which he stated that disposal of the remaining items was not requested. We sent the customer a claim form, but he has not submitted a claim as of yet.   We pride ourselves on customer service. As a gesture of goodwill, we did not charge Mr. [redacted] for the additional segregation, disposal and repacking of his shipment.   Please advise if there’s any other information the Revdex.com would like us to provide. Thank you.