Stewart Moving And Storage

We are very sorry for any damages suffered as a result of the move.We do not sell insuranceThe customer purchased Valuation CoverageThe claim documents are attachedThe claim was settled correctly per the terms of the Bill of Lading (contract) which is also attached

Hello, The clients claim was settled based on the coverage they chose at the time of their move which was the minimum standard liability at cents per poundWe also exaggerated the weights of a few items to make the compensation for the claim a bit higherWe also sent the settlement check
which a copy is enclosed aboveWe informed the customer that we do have the bookcase and we are still having it repaired making sure it is completed correctlyI have also attached a picture of the bookcase in our warehouse facility awaiting repairsWe have also attached the refund receipt for the wardrobe boxes that the client states were not movedThank you

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 and the matter has been resolved.
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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Had the complaint been settled and closed, I would not have filed a complaint. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted],...

and have determined that my complaint has NOT been resolved because:

The Business clearly damaged furniture beyond repair and beyond the value of the insurance coverage and never showed up for our scheduled move. Furthermore, not a single employee of this move company called us to provide any updates the day of our scheduled move when the movers failed to show up repeatedly (the arrival time was changed 4 times). This was a very expensive move and we were shocked by the lack of professionalism, communication and respect for our time. The compensation package that Flaterate Moving is proposing is less than fair as it does not even cover the cost to replace items that their movers damaged. They are asking us to go out-of-pocket to replace our items after they never showed up for a scheduled move! We understand the insurance coverage and are willing to accept the amount proposed for 4 of the 7+ damaged items, but we expect after causing major frustration and a loss of days wages (for our scheduled move as we had to take off of work) which totals more than the proposed amount, that Flaterate Moving would compensate us the full amount to replace the 3 items (of the 7 damaged) that we need to repurchase/replace. The difference between our proposal and Flaterate Moving's is just over $200. We feel it is more than fair to ask Flaterate Moving to compensate us the insured amount for 4 of the 7+ items that were damaged and to pay the full amount for the 3 items that their movers damaged beyond repair after they scheduled a move, never showed up, and failed to contact us they entire day (we made NUMEROUS) phone calls to get updates. We hope to resolve this issue soon. If Flaterate Moving will agree to our proposal we will consider this a satisfactory move experience.[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,We are very sorry for the experience the customer had and any damages incurred. The claim was settled correctly per the terms of the elected coverage. The claim settlement is attached, along with replacements and the Bill of Lading (contract). As per the Bill of Lading items can be replaced...

with items of similar or like kind.Thank you.

First and foremost we apologize for any and all inconveniences you experienced with your move. We 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...

settled your claim in December both fairly and per the terms of your contract. We later added compensation as courtesy for the inconveniences you experienced. As recently as yesterday you were in communication with our claims department to have a new check resent to you as you never received the first two.
If the [redacted] tracking for your check does not activate, or show movement, within the next day or so please contact the legal department at ###-###-#### or [redacted] to escalate.
Best regards,
Legal and Compliance

As per the terms of the agreement (Bill of Lading) the claim was settled correctly. As stated in said agreement, FlatRate can replace with items of similar like and kind, at FlatRate's discretion. FlatRate takes proof of purchase, depreciation, etc. into consideration when replacing items.

Hello,Attached is the Bill of Lading (contract) outlining the terms of the coverage. Please reference section 7, number 2 which states, if the shipper (customer) selects Valuation Coverage, the carrier (FlatRate) will, at the carrier's discretion, replace the item with an item of similar...

or like kind. Attached is the customer's claim forms and claim settlement. The customer was unable to provide proof of purchase for the items claimed. All items that were not given repair costs for were replaced at full value (according to the customer, as receipts were not provided), but two- the vacuum and iPod. Attached are the replacements for these items. Also attached is the customer's signed Move Plan. Please reference page 2 where it states there is a $500 deductible. This claim was settled correctly per the terms of the elected coverage. Thank you,

My sincerest apologies if your mattress was not received by the eta!Please contact the FlatRate claims department at ###-###-#### o[redacted] with all open issues you have regarding your recent move and they will process accordingly - adding courtesy compensation where appropriate.Best regards,Legal and Compliance

We apologize for the experience the customer had. As the customer states in her letter, the additional fees incurred was a result of having more cubic feet than what they were quoted for on the phone.Removal of waste is an included service. Upon completion of the move there were boxes that were...

still to be unpacked by the customer. Our movers will remove any waste upon completion of our portion of the move; waiting for a customer to unpack in order to remove boxes is not a service we provide. Still, we do apologize for any confusion or inconvenience caused and will award the courtesy compensation the customer is requesting in the amount of $223. This will be sent via check by mail and we request a current mailing address for it to be sent to.

We are very sorry for the experience the customer had. The customer's claim was settled correctly per the terms of the elected coverage. The claim documents are attached. The weights of the customer's items were greatly exaggerated in order to maximize their claim and courtesy compensation was...

awarded as well.

We are very sorry [redacted] is not satisfied with our settlement but we stand by our assessment of all the information provided to us and we will not be adding more compensation. If the police have issues getting in touch with anyone from the company for this investigation, they may contact me directly at ###-###-#### or email [redacted]. I will be sure we send all necessary information.Sincerely,Legal and Compliance

First and foremost we apologize for any and all inconveniences you experienced with your move. We 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 your...

missing and damage claims are in our claim process that will be handled fairly, per the terms of your contract, and with all customer service issues you experienced in mind.Please contact the claims department at ###-###-#### or [redacted] 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# [redacted], and have determined that my complaint has NOT been resolved because:

My items are still missing, I haven't heard one thing from the company (although many people called me in the beginning) about my missing items and more upsetting that boxes were opened! I was told that I could NOT file a complaint until they deliver my mattress, which they said they found - but again, I don't believe them and until I receive it - I can not accept the company's apology until they make good on my missing items and explain to me why my boxes were opened and items taken out and used as furniture wrappings. I get an email every few days from some guy named Adil (stating that my mattress is coming), nothing from Dayna H[redacted] or Adam S[redacted] -- not a word, not an email, not a phone call - NOTHING!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID# [redacted], and have determined that my complaint has NOT been resolved becaus
 
 I refuse to accept these terms as FlatRate is turning a blind eye to the fact that not only did they provide an unprofessional and completely inept team to pack my goods for transfer, they overcharged me by 140 cuft. I have already discussed this with FlatRate.  They have taken no responsibility for defrauding me and making me pay for space which I did not utilize. As I am once again moving country, I had most of the goods which were shipped from london to Oakland packed into a 200 cuft "liftvan" yesterday. This is documented for any party to review. Unlike FlatRate, this moving company broke down the load and utilized all available space to create efficiencies in the container. I did not load 6 pieces of furniture which were damaged by flatRate because the cost of repair was greater than the money I received.  Regretfully (and directly due to FlatRtae damaging them), I decided to leave them behind. These pieces were:A small antique folding tableA small antique rolling cartA medium sized antique chest with a drop frontA medium sized antique tableA medium sized table with 4 drawersA medium sized bureauA small steel box If these pieces were added to the shipment, they would have been placed in a smaller liftvan.  Even with these items added, they would have easily remained within the 310 cuft I indicated in my assessment of what my final quote from Flat Rate should have been. Because FlatRate under-utilised boxes and empty volumes under or around furniture placed in the boxes, they knowingly overcharge me (I have photos as proof). This is coupled with the fact that none of their team physically measured the load once it was in the truck (they guesstimated what the load was by looking at it!). This is completely unprofessional and unacceptable.  Who goes to the gas station and has someone pump gas for them, just to have the attendant say..."[redacted] [redacted] [redacted]"  Or who goes to a butcher just to have a piece of meat cut for you without a scale and then have them demand $20 with no proof.  No one.  Because it is unethical! Initial charge = 450cuft - £3,289.00Price per cuft charged = £7.31 per cuftActual volume used = 310 cuft - £2,266.10Over charges TO BE REFUNDED= £1,022.90 I am NOT paying for space which I did not utilized! Period! Therefor, I will agree to the final settlement of $380 (£260.19) for the insurance value of damaged property and the £1,022.90 of overcharges I accrued for cuft which I did not utilize.  The total amount due to me is £1,283.09 Refusal to accept these terms WILL RESULT IN LEGAL ACTION as this is not a negotiation. I am more than happy to go to small claims court to expose your business as a fraud. I have plenty of written and photographic proof to back up my claims regarding your inexcusable actions.   I want these funds in GBP (£) and transferred back to the account which they originally came from.  Regards, [redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told by the company, several times and by several different people, not to purchase insurance. They advised me not to purchase insurance and then delivered my belongings in poor condition with the boxes barely holding together and soaked through with water, and while my belongings were in their custody it was their responsibility to keep them safe and they failed to do so. They allowed my items to be stolen or their own employees stole them themselves. Either way, the point is I was told not to purchase insurance and then they completely mishandled my things and now refuse to do the right thing and help me at all. This was their fault and I have been robbed and treated terribly!I have already filed a police report for the theft. I called the police the day I noticed my stuff was missing. The case number is [redacted].While it is very nice that the company agreed to return my items if found, even if the case has been closed, the point is that they shouldn't have lost/stole it in the first place! And the invaluable family memories and important private information on those hard drives is now just lost forever and I will never get them back! That was my life and my memories and it has been stolen from me! Not to mention all of my books and other belongings that arrived damaged and broken!I am asking that the company do the right thing and give me the means to make myself whole again so I can buy back the things that were stolen and damaged, and begin to rebuild my life. This is not unreasonable. I was hurt and taken advantage of and had te rug pulled out from under me. Just do the right thing and make amends for what happened.
Sincerely,
[redacted]

The claim has been settled correctly per the terms of the elected coverage.

We are sorry if the customer feels the quality of the replacements are not of what they own. We are able to replace items with similar like and kind (not quality), at our discretion. Any items replaced at full value were done so as a courtesy.