Stewart Moving And Storage

We are very sorry for the experience the customer hadThe claim was processed correctly per the terms of the elected coverageAdditional compensation is not being awarded at this time

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 in February both fairly and per the terms of your contractOur settlement included compensation to cover the repair estimates of your damaged items with a reputable third party company, who's contact information we provided, who would honor the quote.In an effort to show good faith, we are also willing to offer you $of courtesy compensation to close this matterIf you accept, please contact the legal department at ***Best regards, Legal and Compliance

Once again, FlatRate has not done anything illegalThere was a guaranteed move priceThe storage contract that the customer signed states that storage rates can change

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:
I am
writing in reference to the following Complaint (ID#-***) regarding the
dishonest and fraudulent business practices of Flat Rate MoversThe Bill of
Lading that Flat Rate has provided the Revdex.com with is a completely
different document than the contract they provide their customers withThe contract
I have in my possession provided to me by Flat Rate clearly states, “If any
article is lost, destroyed or damaged while in your mover’s custody, your mover
will, at its option, either (1) repair the article to the extent necessary to
restore it to the same condition as when it was received by your mover, or pay
you for the cost of such repairs; or (2) replace the article with an article
of like kind and quality, or pay you
for the cost of such a replacement.”Flat
Rates deceptive omission of this document (which I have attached to my complaint)
to the Revdex.com is another clear example of their dishonest
practicesThis only proves further that Flat Rate is misleading their
customers about the ‘policies’ they sell and providing authorities/mediators
with selective documentation to back up their claimsFlat Rate’s
estimate for 1/of the value for my missing vacuum clearly will not cover the
replacement costs for an item of like quality.In
regard to their claim of my failure to provide proof of purchase I spoke with ‘Jan’
in the Claims Department who instructed me that proof of purchase was not
required to settle a claimIt is also inconsistent with the other claims of
mine that Flat Rate processed for 100% of the value but did not require proof
of purchaseIt appears Flat Rate selectively picks the most expensive items they
either damage or steal and then requires proof of purchase for those items when
they chooseLastly, Flat Rates inclusion of my signature to my Move Plan is
completely irrelevant and misleadingThe Move Plan is a document Flat Rate
requires you to sign prior to the move yet they include it to the RevDex.com under the context that my signature implies that I agreed to
the terms of their Settlement ClaimsFlat Rates response to my complaint is
not only unacceptable but also completely dishonest and false
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good morning, I have reviewed your specific complaint with our claims department and see that we settled your claim last week both fairly and per the terms of your contract. Our settlement included compensation to cover the damaged items as well as courtesy compensation for the inconveniences you experienced during your movePlease contact the claims department at ###-###-#### or *** if you have any questions, concerns, or would like to file an appealBest regards, Legal and Compliance

The customer was issued a refund of $The refund receipt is attachedWe apologize for any confusion caused

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:
They said that because they didn't actually break any of my items they are not at fault and I have no claim Thanks simply is not true
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:
clearly, FlatRate did NOT review my initial complaint nor prior correspondence sent, as their response simply reiterates the terms set forth within the contract; of which, I'm fully aware of and as such, argue their determination does NOT adhere to such termsGiven FlatRate's response, it is clear they believe they have acted within the terms of the agreement, but did NOT explain in detail how such determination explicitly adheres to the termsThis explanation is precisely what I am seeking additional information on from FlatRate, to better understand how/why their determination is compliant within the terms of the contractIf the elected coverage is a contract of indemnity, one where the insured/covered is compensated and put in the same position as before, no better, no worse, as if a loss never occurred, then FlatRate's definition of "like kind and quality" guidelines were NOT used and/or their definition of "like kind and quality" must be clearly defined as their determination contradicts the above definition and terms within a contract of indemnitySpecifically, for the items being replaced: 1) table lamp and 2) USB belt-drive turntable: 1) Table Lamp: The same table lamp being claimed is readily available within the market at a lower price than initially purchasedGiven the terms, to be put in the same position as before, no better, no worse, and at a price that is currently lower than the initial purchase price, wouldn't this define "like kind and quality?" Furthermore, FlatRate believes the determination to replace the damaged table lamp with a completely different type of product: a FLOOR lamp which is difficult to compare of like kind and quality given it's a completely different product with a completely different function; nonetheless, clearly of lesser quality and valueHow does this adhere to the terms? Clearly, FlatRate failed to review my initial complaint and prior emails stating this fact, and subsequently requesting explanation to justify this determinationWhat I seek is simply an additional $for this item which is the amount needed to purchase the readily-available identical item at a price currently lower than initially purchased. Initial Value of TABLE lamp: $350, current price of TABLE lamp readily available within the market: $320. FlatRate's determination of "like kind and quality replacement" for a FLOOR lamp: $81. $(current TABLE lamp) - $(FLOOR lamp) = $(additional funds needed to adhere to terms within contract). 2) USB Belt-Drive Turntable: While the claimed item is no longer available within the marketplace as the manufacturer has since discontinued its production, the replacement value of "like kind and quality" should be determined using another USB belt-drive turntable that is readily available within the marketplace - FlatRate's determination concluded a non-USB turntable that is NOT a belt-drive, as well as numerous other specifications that are of lesser kind and quality to somehow adhere to the terms of "like kind and quality." Again, I'm NOT seeking to recoup the initial cost, nor am I seeking to be compensated in a more favorable position as before the item was damaged, all I seek is to be compensated for "like kind = USB" and "quality = belt-drive" turntableHence, an average current market price for such items = $(initial purchase price of damaged item was $260) - $(FlatRate's determination value for a replacement turntable that is factually far from "like kind and quality") = $additional funds to adhere to the terms set forth within the contract.FlatRate needs to explain why / how they believe their final determinations comply with the terms set forth within the contract as I (yet again) argue above
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry for the experience the customer had.Attached is the customer's claim form and settlement letterClaims and customer service issues are settled togetherAs shown in the attached documents, we greatly exaggerated the weights of the customer's items in order to maximize their
compensation and added additional courtesy compensation as well

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
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Yes, my sofa was delivered last SaturdayI have filed the claim (three claim forms and attached pictures) with the flatrate department as of yesterday, which may take a whileI would like to keep this complaint open until the claim is settled
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 business in question has not been cooperative at allOnly upon my persistent request to the contact people that I wanted to talk to the management about the serious events and robbery in my own home I got a call from someone who stated that he wanted to resolve 100% of the issues, and wanted to hear a confirmation of the events He said he wanted to be sure to cure the problems accordingly and make me happyThe issue is not happiness is to be sure that upon moving the client would not suffer financial damages from the move nor be prevented to see the activities, as one of their employees 'barricaded' my entrance to my own Bedroom, avoiding me to see that he was reviewing my closet, and opted to open the Barney's box ( double box), taking the necklace therein, leaving behind the boxes( without the most external cover).The same individual who identified as 'counsel' simply was not a bit interested in how the 'robbery' was executed, and wanted to speak alleging that Jewelry was not supposed to be in the apartment.The one remark I wish to state, totally prevented by his defensive arrogant attitude was that I specifically stated clearly that closet was OFF limits, clearly indicating that I wanted to select what would go to the Wardrobes from Movers and what would go into Luggage to the final destination.In the rush to hide the theft, the individual inside my BR, who put the mattress accross the door, not allowing anyone to go inside, as I was put as a HOSTAGE in my own apartment, therefore giving time for him to do what he wanted inside that room.The Company is fully responsible for hiring honest, competent, trustworthy individuals, who should first of all follow instructions from the client, and not act upon as Barbarians.That particular individual when 'finished' his task of robbing, then pushing the mattress away, immediately looked for the trash room, when I noticed that, I became even more suspect.Immediately upon receiving the few boxes left at the new location, in opening them, I found the Barney's empty box, when in the morning in the original apartment, the box was left on the top shelve of closet, and specifically it was ordered, and repeated that I needed to say what was going with movers from the area.Management is not only endorsing the theft, they are ignoring my repeated request that I'd rather prefer to resolve the issues than file the criminal complaint.Their response is that they will deal with that, as obviously they are used to such complaintsThere are hundreds of them at Revdex.com, AND NOW I AM VERIFYING, THEY DON'T CAREThey count with the lack of time from clients, who prefer to let it go.In my case, we will pursue the claims, against the negligent business and dishonest management up to the maximum possible Legal procedures.The worse is that the individual responsible for the operations try to be absent from emergency situations like we had, simply NOT responding to emails, and trying to totally ignore the severe issues at hand.That means they endorse thieves they hire, they allow them to keep the own client hostage in their own homes, preventing that a regular Move happensThey are 100% responsible for hiring such thievesActually just ONE of the employees was fully responsible for the robberyTo this date I could not receive the identification of the individual, despite being asked by the Police , the management is keeping such name as defending his actions like nothing happened.In addition to those unfortunate events, their actions following my formal complaint was to totally ignore the fact that whole piles of documents and files, poured from drawers and folders all over were smashed by movers foot repeatedly trying to expedite the moveIn trying to collect everything I had to delay returning the keys of the apartment for days, movers are totally responsible for such unprofessional behaviorCompany tries to justify such unheard attitudes being defensive and creating all types of excuses, far from a serious Business should do.We expect full compensation for the theft and irresponsible behavior from such employee from Flat Fee- they should NOT be in business and cannot be trusted. [Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,The customer did not pay for an Elite moveThe customer received standard packing and unpacking services for a total cost of $$of this (approximately 40%) we gave back to the customer as a courtesy for any confusion or inconvenience they experienced. Thank you,

Revdex.com:I spoke with the company and they said that they would deliver my missing items next weekI will wait to see if they come next week before proceeding any further with this complaint.
I have reviewed the response made by the business in reference to complaint ID
***, and I feel that this will likely be resolved next week when they send the items to me.
Sincerely,
*** ***

We apologize for any confusion experienced but we believe this was a fair charge based on the notes of this claimOut of courtesy, and to close this issue, we are willing to give $as courtesy compensation.Please contact *** to resolve this matter.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:
FlatRate should really review the department that conducts "internet research" because their "research" is just simply wrongGoogling lamps and clicking on the Ikea website is not research! Funny also that their "research" found that Riedel wine glasses should be replaced with Riedel wine glasses, but a German Holtkoetter lamp should be replaced with one from Ikea. Google it, I am sorry, I mean do some "internet research"I am sure the Holtketter Lamp will not bring up any comparisons to Ikea lamps Future consumers be warn - Flat's Rate's arrogance and lack of knowledge on doing comparable research should serve as a warning sign as who you are doing business withThey use their "discretion" very broadly and don't care if they are wronging the consumerThe term "similar and like kind" is sufficiently broad and thy are completely hiding behind that instead of simply doing what is rightAll be warned, stupidity has no limits, and to us, FlatRate has demonstrated that loud and clearI will also note that in all our moves (including international moves), we have never dealt with a moving company that had done such a poor moving and customer service jobTake your chances elsewhere. Flat Rate has not even tried to resolve this complaint
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:
I will email claims, however given the outcome thus far, we are now in the process of taking further action
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry for the experience the customer hadThe customer only claimed damage to the floors and did not inform us or claim any other damagesThe claim documents are attached

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:
Flat Rate Movers DID NOT replace my item with LIKE OR SIMILAR quality! They offered an amount of $for a $item and $for a $item. Interesting that they offered to pay the full/exact amount for the items of lessor value but for the two expensive items they do not even get close to the value -- one of these items, the AFG elliptical machine can be purchased today so it is absolutely possible to find the same product. The other item - the Roberto Coin earrings may not have the exact item but you can purchase Roberto Coin earrings. They are branded items and not of $in quality. NO ONE from the organization will contact me or explain how they believe you can find a similar or like product for the amounts they are proposing. This is simple FRAUD. They clearly state the valuation to replace the product or for one of similar or like quality -- how is what they are proposing to do following through on that? Are my next steps to engage legal council?????
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are very sorry for the experience the customer hadThe claim was settled correctly per the terms of the elected coverage