Stewart Moving And Storage

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfactionI have reviewed your specific complaint with our claims department and see that we
settled your claim both fairly and per the terms of your contractYou have since been in contact with both our claims department and legal team regarding a reprinting of your check which you should receive shortlyPlease contact the claims department at ###-###-#### or *** if you have any questions or concerns.Best regards,Legal and Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
While I appreciate FlatRate’s statement that “items can be replaced with similar like and kind”, FlatRate has despite repeated requests, neither repaired the damaged items nor provide adequate compensation for their replacement. To properly address and process the claim, FlatRate should either (i) reimbursing me for replacement value of the damaged items; or (ii) repair / replace the items with ones that substantially identical to the ones that were damaged. Since neither of these things were done, the claim is still open. It appears, by their actions, that FlatRate is continuing to avoid their contractual obligations by making an absurd offer of $for damaged antiques valued in excess of $23,
Sincerely,
*** ***

Hello,All claims for missing and/or damages items must be settled in accordance with the type of coverage the customer elected for their move, regardless of how the items came to be missing or damagedAll moving companies are required by federal regulations to offer $per pound Minimum
Liability coverage, which is what the customer choseWe greatly exaggerated the weights of the clients items in order to maximize their claim settlementWe are very sorry for the experience the customer hadIf they feel there was theft, we encourage them to contact the proper authorities to conduct an investigation, which we would certainly cooperate with. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company failed to tell me that one claim is accepted per move, I was not fully unpacked until weeks later, realizing then more of my stuff was missingThe first claim was the missing dresser, the Hermes belt and the two bottles of champagneAfter going back and forth with them they gave me $515, far less than the value of the goodsI then noticed I had more items missing, so I called them again and they said they cant do anything about it because I already filed one claimThey FAILED to tell me its one claim, otherwise I would have waited, on top of that they pushed me to buy the insurance which I learned later is not considered insuranceIf I were in NY still I would have filed a report with police, but I am no longer thereThe individuals dropping off my items in California, to the best of my knowledge, were not responsible for this as I unpacked all of my itemsThe movers from NY or mid way through their trip to California is where the items were stolenThe company needs to do the right thing and reimburse me for the stolen goodsAgain, I was sold on INSURANCE, NOT valuation coverageI don't know what valuation coverage means.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The police report has already been filedI am asking for a refund for your terrible service and negligent treatment of me and my things
Sincerely,
*** ***

We apologize for the experience the customer hadTheir claim was processed correctly per the terms of the elected coverageIf the customer is claiming theft we encourage them to file a police report; we will certainly cooperate with any investigation conducted

Hello,We are very sorry for the experience the customer hadThe claim was processed correctly per the terms of Bill of Lading (contract)The claim documents are attached as well as the Bill of LadingAs per section seven of the agreement, items can be replaced with an item of similar like and
kind at the carrier's discretionFour of the six items claimed were awarded at the customer's indicated replacement value, as a courtesyTwo items were replaced with an item of similar like and kind ("replacements" attached)The repair cost for the wall damage was awarded in full.Thank you

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfactionI have reviewed your specific complaint with our claims department and see that we
closed your claim a couple weeks ago both fairly and per the terms of your contractOur settlement included compensation to cover the damaged items you submitted in your claim form at adjusted weights so you get the fairest settlement possiblePlease contact the claims department at ###-###-#### or *** if you have any questions or concernsBest regards, Legal and Compliance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***The proposed refund is satisfactory to me, but I have not yet seen it
appear in my *** statementPlease keep this file open until I can confirm that I have indeed received the refund
Sincerely,
*** ***

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and are strive for customer satisfactionI have reviewed your specific complaint with our Claims department and from what I understand we are well underway with processing your claimAfter your items have been reviewed by a 3rd party vendor to determine whether your items can be repaired, our claims department will close your claim with an appropriate and fair settlementPlease contact *** or call ###-###-#### if you have any questions or concernsBest regards, Legal and Compliance

We are very sorry for the experience the customer hadAll claims must be settled in accordance with the elected coverage for the move, regardless of how the items came to be damaged and/or missingThe customer's claim documents are attachedThe coverage elected was Minimum Liability (which all
moving companies are required to offer by state and federal regulations and is set at $per pound)Should any missing items turn up, they will be returned to the client, even if the claim has been closedIf the customer feels this was theft we certainly encourage notifying and following up with the proper authorities, and we will cooperate with any police investigation that is conducted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
FlatRate's use of a "preferred" third party vendor to appraise damage caused by the movers to the floors is inaccurate and their offer of compensation is insufficient to cover the damages they are liable for.During the claim process, I was specifically asked by FlatRate to provide a professional estimate from a local contractor to repair the damage caused to the floors This quote was determined from an in-person appraisal by the contractor, was provided to FlatRate in a timely manner, and is attached to this message. Conversely, FlatRate's third party vendor appraisal of damages were done via "visual" estimate and used for the settlement of the claim No documentation was provided on how this figure was determined, which would be difficult to without seeing the damage in-person or knowing the specific wood and stain type used for the floors. The damaged hardwood floors for the unit were brand new, as we are the first tenants to live in the unit since a gut renovation Invoices for construction costs of materials can be provided by the landlord. Flatrate has every incentive to use a "preferred" vendor to limit their liability and a lack of transparency on their process calls into question fair business practices Compensation for the damages to the floors based on an independent appraiser is sought.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry for any damages suffered as a result of the move.This claim has been settled and closedThe documentation is attached

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
I spoke to Shantel today, October *, 2915, from FlatRate Moving, and they gave agreed to refund the $to me. The check should arrive within 7-days. I do not want to close this complaint until a actually receive the check
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I
understand the contract that I signed and the clause that FlatRate is referring
to, however that term is NOT defined and left to subjective judgment on the
part of FlatRateI continue to believe that there was no consistency applied
in how my claim was settledThere is a SIGNIFICANT difference in products by
brand and I can get industry experts to verify thatFlatRate used some
judgment in replacing the lower priced items with the same brand and
replacement costFor example, they agreed to replace my REIDEL wine glasses
with REIDEL wine glassesReidel is a top quality wine glass maker - you can
confirm this with any sommelier and wine expertThey had no problem giving me
the $for the glassesThey did the same thing with the garbage can - they agreed
to pay the price of a SIMPLY HUMAN garbage canThe problem comes into play
when they applied a different logic for the more expensive itemsI am
particularly dumbfounded because these damages items would not have been
damaged if they had packed them according to their own policySo for my more
expensive items, the record player that they packed in linen boxes and my
Holtkoetter Swinging FLoor lamp, they went to IKEA to find
"replacement" valuesThese used IKEA values for the floor lamps, but
not IKEA values for the wine glasses or the garbage can?? Why is that? There is
also a MAJOR difference in the record player they are using as a comparableI
know this because I did extensive research prior to purchasing my record
player, a year agoAn electronics expert, or a review of online product
reviews would confirm thisAs a customer, I can only believe that are
using inconsistent valuation methods because they are trying to limit what
they pay through the claim process - even though we are only in this
position because they did not provide the packing services according to their
policy and what we expected as customersI have a problem with using "low
ball" replacement costs because it does not accurately reflect the quality
of our items and does not compensate the customer appropriately, which is the
main reason we are purchasing a replacement valuation policyThis is
COMPLETELY misleading to consumers who pay over $for the valuation policy,
for this specific protectionI would not have purchased a valuation
policy to merely protect my wine glasses, I was trying to protect my fragile, expensive,
high-quality items. If all my stuff was from IKEA, I would not have
purchased valuation coverage
Furthermore,
FlatRate has repeatedly ignored that they have a customer service issue here
They have not acknowledged that their movers did not follow policy, even though
it was the customers who suffered for thatWe not only have suffered through
emotional stress from a cross country move, but are experiencing higher
financial expenses because as any educated consumer would want to do, we
want replace our items with what we believe to be "similar and like
kind" with the items that were destroyed as a result of mistakes made by
FlateRateWe have previously used FlatRate two times for our moves and yet,
they have made this process unbelievably painful for usI had to write to the
Revdex.com to simply get them to show how they were calculating the valuationsAs a consumer
who paid a significant amount of money (a premium relatively to other moving
companies) for a move, I would have expected a more courteous and fair process
Instead we received conflicting stories from our sales rep and the claims
department and in the end, were left with expensive damaged items that
FlatRate wants to replace with low, discount quality itemsI remain
disappointed in this process and do not believe the replacement values that
FlatRate is using, appropriately reflect "similar and like kind" for
the items they damagedAt a bare minimum I would like reimbursement of $,
for the lamp and record player and $for the lack of quality customer
service, for a total of $1,
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,The customer was not sold insuranceFlatRate does not sell insuranceThe Move Plan was received and signed by the customer before the move happened and shows that they purchased Valuation CoverageThe email the customer received initiating the claim states "*Make sure to list all items in your claim before sending, as additional items will not be accepted after submission." This email was attached as well.Thank you

The customer's claim has been processed correctly per the terms of the elected coverageAny claims of theft will need to be investigated and proven or denied by the proper authorities, until then the customer's claims are allegations

The check has been sent via ***The tracking number is ***Please allow hours for tracking information to be available on the *** website

First and foremost we apologize for any and all inconveniences you experienced with your moveWe pride ourselves in being able to provide The Perfect Move for our customers and strive for customer satisfaction
I have reviewed your specific complaint with our claims department and see that we
originally settled your claim last month more than fairly. *** *** did not purchase additional valuation coverage offered by FlatRate and instead opted for minimum liability, which all moving companies are required by law to offer, but we still processed her claim as valuation (looking to repair or replace all damaged and missing items). We have offered her a total of $to close her claim and will not be adding more compensation
Please contact the claims department at ###-###-#### or *** if you have any questions or concerns
Best regards,
Legal and Compliance

I have attached the photos that I sent to the business along with the managers information who informed me that he
wasn't able to fix the situationIf required I will produce the phone records showing the date and times that I called this business and the duration of said calls
In regards to the floors being scratched, they closed out my complaint on that and have refused to show me the photos they say that their rep took of the floors after they left and had to come back
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***