Stewart Moving & Storage

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Once again the lies continueThere has been no communication made to myself of my wife from anyone at Stewart until I filed the Revdex.com complaintAs of today there has still been no communication from the Baltimore officeI was given the phone number for Martin Z***I called the number but there is no name attached to the voicemail so there was no need in leaving a messageThe movers had my wife and my cellphone numbers but did not call either oneI checked again last night to verify.My only hope is that my household goods make it to Mississippi in one piece at this point due to the lack of followup and communicationsUntil I see my mailbox is repaired like was promised all this company's so called "promises" are empty words and lies.Not to mention responding to this is taking more of my valuable time that needs to be focused on moving but can't due to incompetenceWe are now up to nine hours at $($900.00)
Regards,
*** ***

I used Stewart Moving and Storage back in May I found the process of dealing with them to be very professional, from the first phone call to the completion of the move Stewart Moving and Storage were diligent and on-time Going through the quote process was completely painless as they accommodated my schedule and showed up on timeThe one thing I found to be the best of Stewart Moving and Storage was the communicationNo matter what my questions, they were always there to answer them in a professional and courteous mannerOn the day of the move, I was impressed with the care they took to protect both my home and belongingsI would highly recommend themWhether you have a simple move or a complex one, Stewart Moving and Storage should be the only call you makeBest moving company in Richmond in my opinion I mean, they were professional, courteous, efficient and extremely hard working They cared more about my satisfaction than about getting the job done

Mrs*** contacted our company on 6/24/to scheduled a local moveOn 6/26/Mrs***’s deposit was received by Stewart and her move was scheduled for 6/30/Mrs*** then told Stewart
that she was no longer able perform the move on 6/30/and rescheduled for 7/10/2015.
On 6/29/2015, we attempted to sa free in home estimate in order to get an accurate account of all items that were to be shippedUnfortunately, Mrs*** and Stewart’s schedule could not coincide to facilitate the in home estimateTherefore, the move was based off the items that Mrs*** had indicated were to be transported over the phone, which was pieces of furniture and several boxesThe phone conversation with Mrs*** resulted with Stewart’s estimator calculating that her shipment weighed less than 3000lbs and would only require the four hour minimum
Mrs*** contacted Stewart and indicated that her closing had fallen through, and she would need to rescheduleWe agreed to do so on 7/15/with an arrival time of 12pm Mrs*** called at 10:am on 7/15/to reschedule her move once againWe agreed to come out the very next day 7/16/and perform the move starting at 12pmOnce again, on the morning of 7/16/Mrs*** contacted our company and indicated that she wanted to reschedule for Monday 7/21/
Due to the high volume of business that we experience in the summer season, rescheduling moves is extremely difficult to accommodate and very costly for our company through loss of potential earningsThe only way dispatch could perform her move on 7/21/was to schedule it after the crew had completed another jobUpon arrival there was a great deal more that was originally communicated with Stewart’s estimatorThe crew arrived at Mrs***’s residence at5:30pm on 7/21/and once they realized that they did not possess enough pads to protect all of her furniture, the office was already closed and there was no way to get the equipment
The crew proceeded to work into the evening, and eventually left her residence at 9:20pmIn the hours and minutes of work they were still unable to complete the loading of all of Mrs***’s itemsThe morning, 7/22/2015, dispatch had to send a crew back out to Mrs***’s residence to complete the job arriving at 9:40amCompletion of the move took an additional hours and minutes with the crew not leaving until 4:00pm that day
Mrs*** was very upset about the additional cost due to the increased time, and did not pay upon deliveryThe contract Mrs*** agreed to was for men and a truck at $per hour plus a $trip charge which would have resulted in a total of $if the move had only taken hoursHowever, because of the additional items the move resulted in hours and minutes which would have cost $plus a $trip charge resulting in a grand total of $In an effort to work with Mrs***, we agreed to accept a payment of $for the move which she did not send us until 7/31/
Mrs*** indicated that she intended to file a claim for her damaged furniture and Stewart’s estimator sent her a claim form via e-mail on 8/11/Stewart’s estimator instructed Mrs*** to complete the claims from and send it directly to [email protected] so it could be processed by the claims department
On 8/23/2015, Mrs*** sent Stewart’s claims department a variety of advertisements that displayed like items selling at their retail priceStewart responded to Mrs*** via e-mail stating that she needed to submit a completed claim form in order for her claim to be processedStewart also requested that she send pictures of her damaged furniture, and she sent photos of her items loaded in the back of the truck with no clear indication of damage on 8/24/
On 8/26/2015, Mrs*** then e-mailed Stewart’s customer service department and stated that she had submitted the claims form on 8/24/That day Stewart’s claims department sent Mrs*** an e-mail stating that they had not yet received her claim form and resent her a blank formMrs*** then submitted the claims form on 8/26/at 3:57pm, and Stewart responded at 4:37pm and confirmed the receipt of her claim form
On 8/27/at 12:14pm, Stewart’s claims department sent Mrs*** an e-mail stating that they have completed processing her claim and offered her a settlement amount of $Stewart attempted to contact Mrs*** via phone to discuss the settlement, but no response or call back so a settlement check was mailed out that next week
On 9/04/Mrs*** contacted Stewart’s customer service department stating that she did not accept the settlement and that she has attempted to contact Stewart’s claims adjuster, Robert Wright, several times and has gotten no responseMrWright indicated that Mrs*** made no such attempts to get in contact with himImmediately after being notified that Mrs*** had called, MrWright called Mrs***Immediately upon answering the phone Mrs*** was in a very agitated state, and began to shout at MrWright about her claimOnce MrWright was given a chance to speak he inquired about which medium she was attempting to contact him through, Mrs*** could not provide an answer and became increasingly angry and promptly hung up the phoneMrs*** then contacted Stewart’s customer service department again and stated that MrWright was yelling at her and she did not want to talk to him again and she was going to file a lawsuit against Stewart Moving & Storage
Mrs***’s claim was adjusted based off her selection of the standard valuation which limits Stewart’s liability to $per lbMrs*** submitted a claim that included items and seeking $25,967.00. Eight of the items claimed were packed by Mrs***, which the valuation does not cover because we could not possibly know Mrs*** properly protected these items in the cartonNor can we guarantee the integrity of the carton that her items were packed in since they were not our cartons (Outlined in section 1B of the contract)The remaining pieces of furniture claimed were adjusted based on weight values derived from the American Moving And Storage Association’s Joint Military/Industry Table of Weights and Depreciation Guide, which is the standard for the industry
Each individual item was attached a weight value based off this table and adjusted downward to reflect the per lbliability maximum that the contract reflectsThe total of these weight values was 1200lbs and at the $per lbmaximum liability we would only be liable for $However, we empathized with Mrs***’s position and instead offered her an increased settlement of $which constitutes as a full refund
On a local move that has standard valuation, the released value is the amount that the customer has paid for the move“the released value shall be the maximum amount to be recovered, whether or not such loss or damage occurs from negligence” (Section 2a)
Mrs***’s TV was accidently left on the truck after delivery and is still in our possessionStewart’s customer service representative that had originally been notified about the TV is no longer with the companyIt was only recently that we discovered the TV was still in our possession, still in the carton and untouchedWe have been calling Mrs*** several times each day in an attempt to deliver this TV back to her leaving several voicemails, as well as e-mailing her with no response
Mrs*** has been very difficult to deal with throughout this entire processWe understand that we performed her move far under the quality standards that our other customer’s enjoyWe have done our due diligence to rectify that by offering her a settlement that exceeds our liability limits, offering her a settlement within hours of receiving the claim, and attempting to deliver her TV back out to herHer complaints against her post move interaction with our company are completely fallaciousThis is made very apparent in her initial complaint where she claimed to only have moved pieces of furniture, yet she turned in a claim that has items listed
Thank you,
*** ***
Claims
Stewart Moving and Storage - Jax

Ms***; We are very sorry that you feel we had any malicious intent when conducting your parent’s move. I would like to provide a little bit of insight into how the project took place, clear up any misunderstandings, and see if that helps resolve the situation I
have attached your parent's estimate… it was hours total, not as your complaint stated. The project ended up including more boxes (in total) than the estimate originally requested. This happens in moving, sometimes we have more items than we realize. The major change was when the THIRD stop was added and the team had to re-divide the shipment on the truck - especially since the team spent a time loading it already and now had to redo it. My teams are trained specifically to accommodate our customers if at all possible, and they deemed it possible so the accommodation was made. I’m also told that there were some minor slowdowns with the use of the elevator- as nice as they are to have, if it’s not a dedicated elevator- the wait time can add up over the course of the projectWe are very sorry that you aren’t 100% satisfied with your parent’s move No matter the circumstances, we always strive for happy customers and families The additional charges are completely accurate, and with the hour rate ($140) discount we already extended, we truly hope that you are able to see that we did our very best for your family with the services provided

Please see attached documents Mrs*** signed paperwork immediately after we completed the move out stating there was No Damage (including but not limited to the hardwood floors) Other Move In claim items have been inspected, addressed, repaired, and are all settled
Handles of the Refrigerator doors have been reinstalled and damage to them was noted prior to our handling of the items We have taken all steps to ensure we have corrected any and all issues caused during the move of Ms ***'s property Grandfather clock was inspected by an 3rd party and were deemed to not been damaged during transit

Mr*** Thank you for reaching out. The move experience that you describe is not what we strive for at Stewart Moving & Storage and for that, we sincerely apologize. We’d
also like to address some of your concerns and share with you the actions we’ve taken to rectify the issues: 1) Your mailbox: We already contacted Weathersby Guild to come out and repair the mailbox. The request was put through this morning before receipt of this complaint- and you can expect to hear from them directly for scheduling2) The driver’s hours: Your move was on a Monday, the local driver had not been driving for any length of time other than to arrive at your home. It is uncertain why he made such a statement but this isn’t possible (for him to have been working 24-hours) nor is it how we train our employees to address customers and will certainly use this as a training opportunity on customer communications3) My Baltimore GM, Martin, left you a message regarding the mailbox and your move; but he hasn’t heard back He will try to reach you again4) We will send a letter of apology to your family Moving is stressful, we are very familiar with the sacrifices our service members and their families make and always strive for an excellent experience for all customersWe certainly understand your frustration and look forward to making things right We hope that the preceding items will put us on track to a resolution

RESPONSE :TO CASE NUMBER [redacted]
" margin: 0px"> Stewart Moving & Storage was contacted about these missing items after the move process was completedStewart immediately executed it's trace protocolThe packing crew and the driver were contacted and they indicated that they had no knowledge nor recollection of the items in questionThe truck, that only contained Mrs[redacted]'s shipment, was searched which yielded a negative resultThe customer then contacted Stewart Moving & Storage stating that she believed that these items were packed in carton #which she claimed that she did not receiveStewart then advised the customer to file a claim for any damages or lost items
Once Mrs[redacted]'s claim was received by the claims department an immediate investigation ensuedThis investigation included reviewing the items claimed, reviewing all of the relevant documentation, and obtaining statements from the packing and hauling crewsMrs[redacted] claimed $in missing and damaged items and Stewart's claims department found themselves to be liable for the damaged items and agreed to pay the amount that was claimed for them totaling $435.00. However, the missing items were denied based on the fact that there was not sufficient evidence that Stewart was ever in custody of the missing itemsContrary to Mrs[redacted]'s statement, there was a paper inventory provided at destination at which time each item's number was checked off and the bottom of the inventory was signed as being received by the shipperA checkmark through the number along with the customer's signature at the bottom of the page constitutes as a release of custody and confirmation that the item was receivedAlong with this documentation, the crew that performed the packing of the cartons stated that the customer asked that a number of items be not packed and transported with our companyThey also stated that it was very probable that these two items were among the items that were asked to not be packed and still remain at the origin residenceMrs[redacted] stated that she was unsure if that was the case, and proceeded to contact the new residents in an attempt to locate these items
Stewart Moving & Storage has done it's due diligence to rectify this situationHowever, we cannot compensate our customer's on items that they clearly indicated that they have received
Thank you,
[redacted]
Claims
Stewart Moving and Storage - Jax
O. ext F.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The 3 men arrived at 10:30 AM. There was a dedicated service elevator at the assisted living facility they were leaving but it still took until 6pm to arrive at the new facility 1-2 miles up the road. I just feel the estimate was underestimated. It took another 3.5 hrs to unload the first batch for a total of 11 hours.  I expected to pay for the other drops-that wasn't in question. I think the estimate was nowhere near accurate. Another man was probably needed to accomplish the move within this time frame. It was kind to discount the bill by $140 but I expected a larger discount in light of the cost of the move.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I have many more photos and documents to submit, as only 4 were allowed.A picture is worth 1000 words, just look at how the truck was packed?  Is this the standard of professional movers?  Is this fair to the public?  My damage far exceed $770, which I will not cash and will return.  They stole my TV, blue ray player and [redacted] speakers and will not return any of my calls, I've asked to speak to the owner, no one has responded sinch July 21, 2015.I have many photos of my damages, receipts for expenses incurred to repair items broken by them.  My washing machine alone is worth $1000, a mirror was $1500, my dressers were $4500 each!  They are destroyed.  I packed nothing except my boxes and wrapped my 52 in TV with a blanket.Regardless of their schedule, I hired them to move my furniture, I was clear about what I had and it was in fact the TRUTH!  Their movers moved one box at a time to run the clock.  I did not have a dining room set, a kitchen set, I did not have sofas.  I had 15 pieces of furniture and my appliances, mostly boxes.  Mr. Wright cannot count as the items on my claim is including ALL items they touched, not just furniture.  I have been nothing but patient with this company and they have been rude, deceitful and completely unresponsive.First I would like to say that I've never spoken with Mr. Wright and his findings in his response are completely fabricated. I tried to call him once, he SCREAMED at me "no one ever told me to contact YOU!". which Ms. Andres said she had several times.   I dealt with Michelle Clarke with Stewart Moving from the very first day, she is no longer with the company as I believe they fired her over this.  I have hired professional movers in the past, and never had an issue, this company is dishonest and reckless, the public should be aware.  No one ever suggested to come to my home and give me an estimate, which I would have gladly obliged.  I will not cash the check they sent as my damages far exceed $770.  I have numerous photos which is submitted to Stewart Moving, they will not respond to any inquiry I've made.  Secondly, I've been moved by professional movers in the past, never had damage to my items with multi-state move by them.  This is the first time I've ever had to make a claim.  I have been more thanpatient and called Stewart Moving 15 times, to date, NO ONE has returned my call except to deliver m television that they stole from my move.  I have asked to speak to the owner, they will not give him my message.  Their movers dropped my washing machine off the dolly and my dressers down a flight of stairs which my daughter and I witnessed first hand.  In a court of law, their own employees would have to testify to these facts.  Their employees were sickened by the way my items were packed in the truck.
Regards,
[redacted]

s. [redacted] has disputed her charges through her credit card company, although we have responded, we are not required to proceed with any type of claim settlement. In an effort to resolve this matter and not prolong this process, we have told the repair company to proceed with her repairs. However, we will not be issuing payment until the dispute is resolved.  The repair company has been to her home on 4/25/16 and is currently in the process of completing her repairs. From their most recent update to us: they completed several of the repairs as well as took a couple pieces of furniture back to their shop to repair. They may not have attached the handles yet but it is on their list- we do not control their schedule.   Our hands are tied about the floors- the paperwork binds us as No Damage Done, which she signed off on and additionally  signed documents along with e-mails acknowledging that a pre-existing scratches were present due to moving a furniture for painting is what led us to our denial of her flooring claim. Please note that  Federal law and the applicable tariffs that govern interstate movers, state that, a claim cannot be used to offset the transportation charges due for services rendered and yet, in spite of our effort to resolve, a stop payment has been issued by Mrs [redacted].

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The company response is just full of lies.  The Furniture Medic came out and did an inspection in early April.  Absolutely nothing has been done. Everything is not addressed, repaired and all settled at all. The handles are still not attached to my refrigerator, nothing has been fixed at all.  Who may I ask is this third party that inspected the clock.  Because the Furniture Medic didn't touch the clock at all.  He might have taken a picture of it, and even spoke of knowing someone who specializes in clocks and could come out to fix it. In fact he said he leaves these sort of items to the experts. So, who was this third party????  As for the damage to the floors in my former home, I did sign that form prior to noticing that there had indeed been damage to the floor.  I ran out to the truck to get the driver to come back in to look at the damage, he took pictures, and lied to me about using a pad prior to moving the fridge.  I assumed since he was taking pictures he would amend his paperwork and update it to note the damage.  Obviously he did not. I'm including with my response a statement from my realtor and a representative from Mr. S[redacted] backing up my allegations that the damage was not there before the move of the fridge.  Along with that I'm sending pictures of all of the items that are clearly not fixed and are all settled. Please be advised that I listed the home at [redacted] inMidlothian, VA in January of 2016. At that time I was in the house onmany occasions, for the initial listing meeting, several Open Houses,professional photography and to prepare the home for showings onoccasions when the client could not be present. The scratches that arecurrently visible in the Kitchen in front of the island and where therefrigerator used to be were not there on any of the occasions inwhich I was in the home prior to Mr. and Mrs. [redacted]'s move out ofthe house. It is apparent to me that the scratches were caused by therefrigerator being moved.  Please contact me with any questionsregarding this information.I have attached before and after photos that I have.Thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 
Thank you for forwarding the reply to our complaint from Stewart Moving and Storage. We would like to refute some of the statements in their reply.
 
Their timeline is generally correct. Our delay in filling an acceptable claim form was because we did not have the copy of the inventory form, despite the driver’s claim that he left a copy. He did leave a claim form but did not leave a copy of the inventory. So we did not have numbers for some items if the stickers had been lost or removed. Despite several requests for a copy of the inventory, we did not receive one until they referenced it in response to that claim on October 24th. The driver who did the inventory was one of the Stewarts employees who we found to be careless and have a negative attitude from the very beginning. He did not like it when we challenged his decisions. We asked that he discuss any pre-existing damage that was to be noted on the inventory before it was wrapped and loaded on the truck. He did not honor that request. Also, when we questioned scratches he documented being on the top of a drop-leaf table, he pointed to the grain in the wood as an example. Some of the other workers were especially careful and respectful; we gave them (and not others) a tip on the day they packed and loaded the truck.  This was in addition to providing water all day and buying lunch for the crew.
 
Interesting that Stewart Moving keeps going back to the discounts provided.  They were provided because 1) we were [redacted] clients and they have a deal with [redacted] and 2) because we were seniors.  We did not ask or request these discounts, they were offered by the salesman.  We did ask that they allow us to pay by credit card without a penalty.  This was our fifth professional move.  We always paid these large fees with a credit card and were never penalized for not paying cash.  Who carries thousands of dollars in cash??  We have had one move that resulted in more damage than this one but NEVER had any trouble with our claim or getting our items repaired.  And we have never before been called liars.
 
We are at a loss to explain why the [redacted] adjuster (representing Stewart Moving and Storage) had issues with my wife. I was at home the entire time that he was reviewing items and completing his report. I did not observe any verbally abusive behavior on her part. Indeed, we have both been upset and distressed by the very poor service we received during our move and she may well have shared her grievances with the adjuster but we had no problem with the service he provided that day. We had understood that he would also be making some repairs that day and were disappointed when he came back from making a call to Stewart Moving and Storage and told us they wanted to see his report first. He did not appear upset or unwilling to return. We did not blame him; he blamed Stewart Moving for not being able to make repairs that day. We have also requested a copy of his report but they have been unwilling to share that so far.  As a matter of fact, we had carefully labeled damage resulting from the move with painters tape to assist the adjuster with his assignment.  In no way did we mark pre-existing damage.
 
The [redacted] email chain documents our open issues and their refusal to discuss the matter further or consider any additional compensation. You will note that may of items in our claim have been adequately addressed. While it is certainly true that several of our items had pre-existing damage, there was little or no pre-existing issues that we reported for a claim. As a matter of fact, my wife asked [redacted] if they could be hired to repair two pieces of furniture that had damage unrelated to the move!  In no way did we try to pass off preexisting damage to Stewarts Moving.  We have since retained [redacted] of Henrico to make repairs to our furniture. While we did not ask them to do an official assessment of the damage, they have estimated the repairs and found the damage to have happened recently.
 
Of particular concern are the following items:
 
#109-113 (Outdoor dining set; table and four chairs) – This item was not protected in any way during shipment and the round table was dropped twice on its top onto the street pavement, resulting in scraping the paint down to the bare cast aluminum. This was an expensive set (replacement cost for the table alone is $1,287). You will note that they allowed only “$100.00 as an appearance allowance since this item is still able to be used as intend.” This set used a 3-step painting process and would be difficult to repair (we have yet to find anyone who can do it). We find it absurd to negate such damage just because it is still usable. Everything that was damaged is still “usable” (except the filing cabinets) but we would be embarrassed to have guests sit at it. We are asking that Stewarts arrange to have the table repaired or pay for replacement.
 
#66 and #67 (Business File Cabinets) – Stewarts offered to replace these cabinets as they were not carefully handled and were damaged beyond repair. The only problem was that they estimated these as 22-inch cabinets when they were actually full depth (26.5” cabinets). See [redacted] photo. We are asking for the difference in cost, including sales tax ($99.24).  When the Claims Department told us that they could not adjust compensation because this is what was reported by [redacted], we contacted [redacted].  The adjuster, Scott, admitted this must be a typo error on his part and he would let Stewarts Claim Department know of the error.  In spite of this, Stewart Moving refused to pay the difference. 
 
At this point, we are willing to forgive the other damages noted on our [redacted] documentation if the above items are resolved to our satisfaction.
 
Regards,
[redacted]

The response is below and attached.We received a complaint from [redacted], onMarch 4, 2014 in which a collection of 350 DVDs, valued at over $1500 were lostduring her military move from [redacted]       ...

        We sincerely apologize to Ms. [redacted] for the inconsiderateattitude that she felt in dealing with our company and its staff over locatingher missing DVD collection.  The Directorof Loss Control did complete a trace for the missing items with no luck.  He contacted each of the customers whoseshipments were delivered before and after Ms. [redacted] to see if the blue tote,containing the DVD collection, was accidently delivered.  Those customers did not have the tote.  He contacted the destination warehouse,[redacted], where her shipment was stored to seeif the tote was mistakenly left behind when her shipment was delivered to herresidence.  The warehouse did not havethe blue tote.  We came to the conclusionthat Ms. [redacted]’s collections of DVDs were lost in transit.  Following the procedures set forth for amilitary move, we advised her to file a claim through the military claimsprocess.     While we were not able to locate the DVDs, we will work withthe carrier to make sure that Ms. [redacted] is reimbursed for the lostDVDs.  We realize the sentimental valueof the DVD collection.  We do want tolocate her items and will continue to trace for them.  If we do locate the DVDs, we will hold themfor her to pick-up per her request.  Weare very sorry for the loss and inconvenience this has caused Ms. [redacted].

[redacted] did contract with [redacted] to have 2 containers delivered to his residence on August 5th by Stewart Moving and Storage. We delivered one container late that evening and the 2nd container the next day. One of the drivers became ill and had to go home without notifying the office that he...

did not deliver [redacted] container.
We sincerely apologize to [redacted] for the lack of communication on August 5 and the inconvenience caused to him. As a result, we have refined the communication policy between the customer, [redacted] call center, our office, and the driver to avoid any future delivery issues. In addition, we have assigned a staff member to work directly with all [redacted] customers.
[redacted] with [redacted] worked with [redacted] to compensate him for the inconvenience caused by the late deliveries.

Mr. [redacted]  Thank you for reaching out.  The move experience that you describe is not what we strive for at Stewart Moving & Storage and for that, we sincerely apologize.   We’d also like to address some of your concerns and share with you the actions we’ve taken to...

rectify the issues: 1)      Your mailbox:  We already contacted Weathersby Guild to come out and repair the mailbox.  The  request was put through this morning before receipt of this complaint- and you can expect to hear from them directly for scheduling. 2)      The driver’s hours:  Your move was on a Monday, the local driver had not been driving for any length of time other than  to arrive at your home.  It is uncertain why he made such a statement but this isn’t  possible (for him to have been working  24-48 hours) nor is it how we train our employees to address customers and will certainly use this as a training opportunity on customer communications. 3)      My Baltimore GM, Martin, left you a message regarding the mailbox and your move; but he hasn’t heard back.  He will try to reach you again.4) We will send a letter of apology to your family.  Moving is stressful, we are very familiar with the sacrifices our service members and their families make and always strive for an excellent experience for all customers. We certainly understand your frustration and look forward to making things right.  We hope that the preceding items will put us on track to a resolution.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
[redacted] Thank you for forwarding the reply to our complaint from Stewart Moving and Storage. We would like to refute some of the statements in their reply. Their timeline is generally correct. Our delay in filling an acceptable claim form was because we did not have the copy of the inventory form, despite the driver’s claim that he left a copy. He did leave a claim form but did not leave a copy of the inventory. So we did not have numbers for some items if the stickers had been lost or removed. Despite several requests for a copy of the inventory, we did not receive one until they referenced it in response to that claim on October 24th. The driver who did the inventory was one of the Stewarts employees who we found to be careless and have a negative attitude from the very beginning. He did not like it when we challenged his decisions. We asked that he discuss any pre-existing damage that was to be noted on the inventory before it was wrapped and loaded on the truck. He did not honor that request. Also, when we questioned scratches he documented being on the top of a drop-leaf table, he pointed to the grain in the wood as an example. Some of the other workers were especially careful and respectful; we gave them (and not others) a tip on the day they packed and loaded the truck.  This was in addition to providing water all day and buying lunch for the crew. Interesting that Stewart Moving keeps going back to the discounts provided.  They were provided because 1) we were [redacted] clients and they have a deal with [redacted] and 2) because we were seniors.  We did not ask or request these discounts, they were offered by the salesman.  We did ask that they allow us to pay by credit card without a penalty.  This was our fifth professional move.  We always paid these large fees with a credit card and were never penalized for not paying cash.  Who carries thousands of dollars in cash??  We have had one move that resulted in more damage than this one but NEVER had any trouble with our claim or getting our items repaired.  And we have never before been called liars. We are at a loss to explain why the [redacted] adjuster (representing Stewart Moving and Storage) had issues with my wife. I was at home the entire time that he was reviewing items and completing his report. I did not observe any verbally abusive behavior on her part. Indeed, we have both been upset and distressed by the very poor service we received during our move and she may well have shared her grievances with the adjuster but we had no problem with the service he provided that day. We had understood that he would also be making some repairs that day and were disappointed when he came back from making a call to Stewart Moving and Storage and told us they wanted to see his report first. He did not appear upset or unwilling to return. We did not blame him; he blamed Stewart Moving for not being able to make repairs that day. We have also requested a copy of his report but they have been unwilling to share that so far.  As a matter of fact, we had carefully labeled damage resulting from the move with painters tape to assist the adjuster with his assignment.  In no way did we mark pre-existing damage. The [redacted] email chain documents our open issues and their refusal to discuss the matter further or consider any additional compensation. You will note that may of items in our claim have been adequately addressed. While it is certainly true that several of our items had pre-existing damage, there was little or no pre-existing issues that we reported for a claim. As a matter of fact, my wife asked [redacted] if they could be hired to repair two pieces of furniture that had damage unrelated to the move!  In no way did we try to pass off preexisting damage to Stewarts Moving.  We have since retained [redacted] of Henrico to make repairs to our furniture. While we did not ask them to do an official assessment of the damage, they have estimated the repairs and found the damage to have happened recently. Of particular concern are the following items: #109-113 (Outdoor dining set; table and four chairs) – This item was not protected in any way during shipment and the round table was dropped twice on its top onto the street pavement, resulting in scraping the paint down to the bare cast aluminum. This was an expensive set (replacement cost for the table alone is $1,287). You will note that they allowed only “$100.00 as an appearance allowance since this item is still able to be used as intend.” This set used a 3-step painting process and would be difficult to repair (we have yet to find anyone who can do it). We find it absurd to negate such damage just because it is still usable. Everything that was damaged is still “usable” (except the filing cabinets) but we would be embarrassed to have guests sit at it. We are asking that Stewarts arrange to have the table repaired or pay for replacement. #66 and #67 (Business File Cabinets) – Stewarts offered to replace these cabinets as they were not carefully handled and were damaged beyond repair. The only problem was that they estimated these as 22-inch cabinets when they were actually full depth (26.5” cabinets). See [redacted] photo. We are asking for the difference in cost, including sales tax ($99.24).  When the Claims Department told us that they could not adjust compensation because this is what was reported by [redacted], we contacted [redacted].  The adjuster, Scott, admitted this must be a typo error on his part and he would let Stewarts Claim Department know of the error.  In spite of this, Stewart Moving refused to pay the difference.  At this point, we are willing to forgive the other damages noted on our [redacted] documentation if the above items are resolved to our satisfaction. Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This was a military move, Stewart moving was in fact contractually obligated, and paid, to unpack and remove all the unpacked boxes.  On 1 June four Stewart moving employees returned to my residency and unpacked 95% of all boxes, however since they arrived via a small pickup truck, at the end of the day they only removed 10% of the boxes and packing material.  Do not tell me Stewart moving isn't responsible or obligated to remove the material, this is my 12th move over a 30+ year career, I know better. For four weeks I have been unable to access half of my garage due to the left material left behind, numerous calls made to your customer service have been ignored.  Do not send anyone to my residence, I'm finished with your company for good and will ensure I relay my experience regarding your company at every opportunity I have.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]